No idea of customer service

On the 10th of December I went to the Builders Warehouse in Benoni and requested a 5 liter can of Duram Summit, which they informed me they had to mix as they do not carry the standard colors in 5 liters tins. The staff mixed the paint and informed me that there might be a small difference in color to the standard paint. I said that a small difference would probably be acceptable. I returned to my site where we are painting and realized that the difference was substantial and unacceptable. I returned to Builders Warehouse the following morning with the supp**** mix and my old tin…only to be informed that there was nothing they could do and would also not refund my payment. They informed me that I should go to the Builders Warehouse in Boksburg as they had the standard colors. I therefore went to the Boksburg branch, and I was informed that they do not carry the 5-liter tins and therefore could not help me. I had staff that were waiting for the paint on site so I eventually landed up buying the paint at Leroy Merlin at an additional cost of R399…and lost 2 hours of running around. To summarize…I run a small renovations company called “Billy The Builder” and spend around R5000 per week at Builders, and an additional R5000 at Leroy Merlin and approximately R10000 per week at Manny’s Hardware. I have used Plascon or Dulux most of my life, but started using Duram about 4 months ago and was impressed with the paint….I am sure you will realize that after this little exercise that I will not be that keen to firstly use Duram again if this is how the colors and options of purchase work and secondly, I will be taking my hardware requirements to Manny’s and Leroy Merlin. It truly pains me to see how the level of customer service in South Africa has landed in the toilet…. Duram came back to me and stated that I should contact them when I go back to builders and they would arrange a refund. That I did on Thursday last week and they responded on Friday and were quote upset that I was unsatisfied that it took 24 hrs. This little episode has cost me three days of labor. Duram paint is not worth that.