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Review by Neil Whithouse4 months ago
Paint Direct Gillingham
This is a company to avoid at all costs .
I purchased Armstead paint online, I was pleased to find it as the colour was hard to come by and that it was Armstead rather than Dulux (as I knew that the same colour in Dulux is a different colour altogether).
When the paint arrived it WAS a different colour. I got in touch with paint direct and they told me to send them 2 samples of the paint painted onto cards.
1. Some of what I had left over previously (and thought I had ordered).
2. The paint I had just received.
After two weeks of waiting for a response I called them and they said that they had delivered the right paint and it could not be refunded and returned because it was mixed specially.
They then let it slip that it was actually Dulux paint not Arrmstead and was therefore Diamond Matt not Durable Matt and subsequently said it was my fault for ordering Dulux in the first place!
I said it was specifically Armstead Durable Matt that I ordered as I knew Dulux was the incorrect colour and sent them a copy of my order which supported what I said and photographs of my original tin and theirs .
What followed was an incredible email exchange with Paint Direct Customer service where they were
1. Prepared to fabricate a story to suit themselves
2. Were libellous
3. Rude and aggressive
I replied refuting everything they had said and that they were also in clear breach of the sale of goods act 2015. I told them that if they failed to comply with the Act then I would initiate a Paypal dispute and write to their Chief Exec (JH) to make him aware of their interpretation of 'customer service'.
They then backed down, and said that they would get the paint analysed by Dulux! I told them that my contract was with them not Dulux and I expected them to resolve the issue and not a third party. (I ordered Armstead anyway!)
I heard nothing more so I triggered a Paypal dispute. After several weeks they agreed to refund the paint if I returned it at my own expense!
I returned the paint to them and they failed to acknowledge receipt so I had to chase for a response through Paypal and after having to go to even greater lengths to prove that it was delivered through the courier the dispute was eventually settled in my favour. I claimed back the return postage through PayPal 'returns on us' where they pay the postage but not Paint Direct who are quite happy for customers or Pal Pay to pay for their mistakes.
If you have taken the time to read this email I can assure you I could have gone into a lot more detail about just how bad Paint Direct customer service is. It has been stressful and frustrating experience and took me 3 months to resolve . Avoid at all costs.
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