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"Reimbursement for Faux Pas"

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fauxqueen Jan-08-01, 01:26 PM (EST)

"Reimbursement for Faux Pas"

Hi everyone!
Just thought I would fill you all in on an experience I had with a glaze manufacturer and see if anyone else had experienced something similar with this company (or even a different one).
I usually use Faux Effects glazing products in my business, but occassionally I have a customer who brings me those little slips from Lowe's or Home Depot that have preselected faux color combo's for color washing, rag rolling, etc.
I picked up a several thousand dollar job with this particular client who had 3 different finishes and their corresponding cards with Valspar paints and glazes.
I went through the sample board making process, but the decision was made (Not by me, I want to emphasize!) to go ahead and base coat walls before the boards were done. This is the first job this has ever been done this way for me. My painters were trying to get the job done on their time table and squeeze it in right after Christmas.
Anyway, after the base coating was done and I made the boards, I noticed that one of the color washing combos was way off. I have used these Valspar chips before and always had great success, so I really did not feel concerned about going ahead with the base coat. However, after making the board it was obvious that the color combo listed on the slip was way off. I spent 5 hours in my shop making the boards over several times, always coming out horrible. (FYI, the given colors were Early American Clay with a glaze of buff) On the sample card, the finish had almost a golden look, but the colors actually gave a reddish/blonde finish.
I called the customer, explained to her that there was some sort of mistake in the publication of the card, and we discussed our options.
She expected Valspar to reimburse us in some way. This has never happened to me, but I felt little hope that that would happen. Too many variables, they would argue, even though I KNEW there had been an error.
Well, to make a long story short, she contacted Valspar, and without asking to even see our sample boards, they authorized Lowe's to reimburse our company whatever was necessary to make both us and our customer happy. They were billed for our charge to re-base coat the affected areas, and all of my lost time on the faux work. I walked out of Lowe's with about $1600 cash in my pocket, plus they paid for all the materials, including new brushes for the crew.
I was so impressed with how this company handled this problem that I wanted to pass it along to all of you and see if anyone had experience anything like this with any other company. I was so incredibly surprised. After all, I knew that part of the error lay on us for proceeding with the base before the boards were done. But the company acknowledged the error in the publication and did not even attempt to get out of any blame or place any on our company.
Would like to hear from all of you about what you think!

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Table of contents

RE: Reimbursement for Faux Pas, Don C., Jan-08-01, (1)
RE: Reimbursement for Faux Pas, more-infaux, Jan-08-01, (2)
RE: Reimbursement for Faux Pas, BRUSHINBLUE, Jan-08-01, (3)
RE: Reimbursement for Faux Pas, nora, Jan-09-01, (4)
RE: Reimbursement for Faux Pas, susan, Jan-10-01, (5)
RE: Reimbursement for Faux Pas, Natalie, Jan-10-01, (6)
RE: Reimbursement for Faux Pas, Natalie, Jan-10-01, (7)
RE: Reimbursement for Faux Pas, Don C., Jan-10-01, (8)
RE: Reimbursement for Faux Pas, fauxqueen, Jan-11-01, (9)

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Don C. Jan-08-01, 04:35 PM (EST)

1. "RE: Reimbursement for Faux Pas"

Amazing isn't it. Someone does what they should to rectify errors and we're surprised. Stand up people do stand up things. I've had limited use with Valspar, and mostly primer, but I think a lot more of them now. Congrats on the windfall. Don C.

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more-infaux Jan-08-01, 07:24 PM (EST)

2. "RE: Reimbursement for Faux Pas"

Great to know!!!
We do not have a HOME DEPOT only a Lowes,
so this is where I buy a lot of supplies.
It is great to know that they-Valspar-
stand behind their products. I may need this
tale for future reference.

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BRUSHINBLUE Jan-08-01, 09:06 PM (EST)

3. "RE: Reimbursement for Faux Pas"

I'm impressed that Valspar was so ethical and reimbursed you without a fight. Because of all of the variables in using pre-mixed glazes and base coats we have always mixed our own basecoats and faux finishing solutions using usually Pratt and Lambert accolade base 1 (white pigmented base paint for light colors) and base 3 ( clear base paint for dark colors), and tinted them ourselves. We extend the drying time by adding a product called opentime, manufactured by Kingfisher Decorative Paint Systems Inc. out of Natick MA. We also do on location samples to eliminate the hassle of working on boards and going back and forth to the client. I'm glad to know that it all worked out for you in the end.

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nora Jan-09-01, 10:01 AM (EST)

4. "RE: Reimbursement for Faux Pas"

A friend of mine was inadvertently given the wrong color paint when she purchased it at Home Depot. Her sister began painting while the other was at work and called to tell her that she could not believe this was the right color. I will make it short, Home Depot reimbursed for all the paint and had a paint contractor come in to prime and repaint the entire room for no charge and no hassle. Good to know that they took care of it.

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susan Jan-10-01, 02:45 PM (EST)

5. "RE: Reimbursement for Faux Pas"

I'm surprised Valspar took responsibility. I had a similar experience with the board not coming out the way the chip looked. It was there aged or distressed finish (I think that was the name) done withburgundy and a little burnt sienna glaze over a pinkish brown basecoast. Way off!!!!
but I made sample boards before and could also tell by looking that they weren't going to work. ultimately I picked the basecoat I intuitively needed to go with, darker and more brown terracotta. you could have gotten the golden look with raw sienna or yellow ochre. did y ou try that?
also, I would just insist on the customer waiting in the future. for the one day it is going to take to do a board. it is worth not wasting the time doing the job over. bet your customer learned a lesson too. great that volspar reimbursed you though. how often does that happen?!

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Natalie Jan-10-01, 09:25 PM (EST)

6. "RE: Reimbursement for Faux Pas"

I had a problem also with a mckolskey/valspar product. I contacted the co. as well and I was reimbursed for all the products I purchased. However I didn't get refunded for the extra three days the job took to correct. On the other hand I didn't ask either. Maybe I should have. Natalie. Ps. I took pictures of the horrible mess so I have proof!

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Natalie Jan-10-01, 09:25 PM (EST)

7. "RE: Reimbursement for Faux Pas"

I had a problem also with a mckolskey/valspar product. I contacted the co. as well and I was reimbursed for all the products I purchased. However I didn't get refunded for the extra three days the job took to correct. On the other hand I didn't ask either. Maybe I should have. Natalie. Ps. I took pictures of the horrible mess so I have proof!

Remove | Alert Edit | Reply | Reply With Quote | Top

Don C. Jan-10-01, 09:31 PM (EST)

8. "RE: Reimbursement for Faux Pas"

It may have been more the policy of the store or department manager at that store rather then any stated policy. The local Lowes here gives me all the colorant I ask for, and employees gasp, and utter, "we can't do that." The manager does, and chuckles at the others as they gasp. Don C.

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fauxqueen Jan-11-01, 04:22 PM (EST)

9. "RE: Reimbursement for Faux Pas"

In reference to a question posted, yes, I went through the paint charts and picked two colors for the base coat that I felt would work and we were doing "Spot boards" directly on the wall. However, the customer then decided to try a different product that was supposed to have a sort of faux look, the textured millstone? It looked great on the sample chip, with lots of variation of color, but when she got it on her walls, it looked much more flat.
I was initially upset about losing out on the faux part of that, although it just added more work for the rest of the crew, and since this is a family owned business with my father, two brothers and I, we try not to keep track of who brings in what business. But when I worked up my bill for Valspar, by the time I added up the hours I spent in meetings and job delays, I actually came out $150 ahead of what I would have made in that room by NOT doing the faux, so I could not complain about that. And she was happy, so that was the main thing.
As far as how helpful Lowe's was, they were actually pretty rude and unhelpful. It was the Valspar rep whom my customer spoke to (I never even spoke to him!) and he authorized Lowe's to do whatever was necessary. Lowe's couldn't complain, I suppose, because they were being reimbursed.
But when my brother picked up supplies to apply the millstone paint, he told them they would have to add that to the valspar bill or cover it themself, and they complained about that, questioning why he absolutely had to have a brand new roller cover!!! He told them he had to use a certain nap for that product, which was true, and he was so upset that they nitpicked about that that he also grabbed two $30 stippling brushes and told them he needed those, too, to get into some tight corners.
When i get the name of the Valspar rep from my customer (waiting for her to call) I will post it. He would probably be a good contact for everyone to have.
Thanks for all the replies!

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fauxqueen	Jan-08-01, 01:26 PM (EST)
"Reimbursement for Faux Pas"
Hi everyone! Just thought I would fill you all in on an experience I had with a glaze manufacturer and see if anyone else had experienced something similar with this company (or even a different one). I usually use Faux Effects glazing products in my business, but occassionally I have a customer who brings me those little slips from Lowe's or Home Depot that have preselected faux color combo's for color washing, rag rolling, etc. I picked up a several thousand dollar job with this particular client who had 3 different finishes and their corresponding cards with Valspar paints and glazes. I went through the sample board making process, but the decision was made (Not by me, I want to emphasize!) to go ahead and base coat walls before the boards were done. This is the first job this has ever been done this way for me. My painters were trying to get the job done on their time table and squeeze it in right after Christmas. Anyway, after the base coating was done and I made the boards, I noticed that one of the color washing combos was way off. I have used these Valspar chips before and always had great success, so I really did not feel concerned about going ahead with the base coat. However, after making the board it was obvious that the color combo listed on the slip was way off. I spent 5 hours in my shop making the boards over several times, always coming out horrible. (FYI, the given colors were Early American Clay with a glaze of buff) On the sample card, the finish had almost a golden look, but the colors actually gave a reddish/blonde finish. I called the customer, explained to her that there was some sort of mistake in the publication of the card, and we discussed our options. She expected Valspar to reimburse us in some way. This has never happened to me, but I felt little hope that that would happen. Too many variables, they would argue, even though I KNEW there had been an error. Well, to make a long story short, she contacted Valspar, and without asking to even see our sample boards, they authorized Lowe's to reimburse our company whatever was necessary to make both us and our customer happy. They were billed for our charge to re-base coat the affected areas, and all of my lost time on the faux work. I walked out of Lowe's with about $1600 cash in my pocket, plus they paid for all the materials, including new brushes for the crew. I was so impressed with how this company handled this problem that I wanted to pass it along to all of you and see if anyone had experience anything like this with any other company. I was so incredibly surprised. After all, I knew that part of the error lay on us for proceeding with the base before the boards were done. But the company acknowledged the error in the publication and did not even attempt to get out of any blame or place any on our company. Would like to hear from all of you about what you think!
Alert	Edit \| Reply \| Reply With Quote \| Top

Don C.	Jan-08-01, 04:35 PM (EST)
1. "RE: Reimbursement for Faux Pas"
Amazing isn't it. Someone does what they should to rectify errors and we're surprised. Stand up people do stand up things. I've had limited use with Valspar, and mostly primer, but I think a lot more of them now. Congrats on the windfall. Don C.
Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top

more-infaux	Jan-08-01, 07:24 PM (EST)
2. "RE: Reimbursement for Faux Pas"
Great to know!!! We do not have a HOME DEPOT only a Lowes, so this is where I buy a lot of supplies. It is great to know that they-Valspar- stand behind their products. I may need this tale for future reference.
Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top

BRUSHINBLUE	Jan-08-01, 09:06 PM (EST)
3. "RE: Reimbursement for Faux Pas"
I'm impressed that Valspar was so ethical and reimbursed you without a fight. Because of all of the variables in using pre-mixed glazes and base coats we have always mixed our own basecoats and faux finishing solutions using usually Pratt and Lambert accolade base 1 (white pigmented base paint for light colors) and base 3 ( clear base paint for dark colors), and tinted them ourselves. We extend the drying time by adding a product called opentime, manufactured by Kingfisher Decorative Paint Systems Inc. out of Natick MA. We also do on location samples to eliminate the hassle of working on boards and going back and forth to the client. I'm glad to know that it all worked out for you in the end.
Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top


	nora	Jan-09-01, 10:01 AM (EST)
	4. "RE: Reimbursement for Faux Pas"
	A friend of mine was inadvertently given the wrong color paint when she purchased it at Home Depot. Her sister began painting while the other was at work and called to tell her that she could not believe this was the right color. I will make it short, Home Depot reimbursed for all the paint and had a paint contractor come in to prime and repaint the entire room for no charge and no hassle. Good to know that they took care of it.
	Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top

susan	Jan-10-01, 02:45 PM (EST)
5. "RE: Reimbursement for Faux Pas"
I'm surprised Valspar took responsibility. I had a similar experience with the board not coming out the way the chip looked. It was there aged or distressed finish (I think that was the name) done withburgundy and a little burnt sienna glaze over a pinkish brown basecoast. Way off!!!! but I made sample boards before and could also tell by looking that they weren't going to work. ultimately I picked the basecoat I intuitively needed to go with, darker and more brown terracotta. you could have gotten the golden look with raw sienna or yellow ochre. did y ou try that? also, I would just insist on the customer waiting in the future. for the one day it is going to take to do a board. it is worth not wasting the time doing the job over. bet your customer learned a lesson too. great that volspar reimbursed you though. how often does that happen?!
Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top


	Natalie	Jan-10-01, 09:25 PM (EST)
	6. "RE: Reimbursement for Faux Pas"
	I had a problem also with a mckolskey/valspar product. I contacted the co. as well and I was reimbursed for all the products I purchased. However I didn't get refunded for the extra three days the job took to correct. On the other hand I didn't ask either. Maybe I should have. Natalie. Ps. I took pictures of the horrible mess so I have proof!
	Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top


	Natalie	Jan-10-01, 09:25 PM (EST)
	7. "RE: Reimbursement for Faux Pas"
	I had a problem also with a mckolskey/valspar product. I contacted the co. as well and I was reimbursed for all the products I purchased. However I didn't get refunded for the extra three days the job took to correct. On the other hand I didn't ask either. Maybe I should have. Natalie. Ps. I took pictures of the horrible mess so I have proof!
	Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top

Don C.	Jan-10-01, 09:31 PM (EST)
8. "RE: Reimbursement for Faux Pas"
It may have been more the policy of the store or department manager at that store rather then any stated policy. The local Lowes here gives me all the colorant I ask for, and employees gasp, and utter, "we can't do that." The manager does, and chuckles at the others as they gasp. Don C.
Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top


	fauxqueen	Jan-11-01, 04:22 PM (EST)
	9. "RE: Reimbursement for Faux Pas"
	In reference to a question posted, yes, I went through the paint charts and picked two colors for the base coat that I felt would work and we were doing "Spot boards" directly on the wall. However, the customer then decided to try a different product that was supposed to have a sort of faux look, the textured millstone? It looked great on the sample chip, with lots of variation of color, but when she got it on her walls, it looked much more flat. I was initially upset about losing out on the faux part of that, although it just added more work for the rest of the crew, and since this is a family owned business with my father, two brothers and I, we try not to keep track of who brings in what business. But when I worked up my bill for Valspar, by the time I added up the hours I spent in meetings and job delays, I actually came out $150 ahead of what I would have made in that room by NOT doing the faux, so I could not complain about that. And she was happy, so that was the main thing. As far as how helpful Lowe's was, they were actually pretty rude and unhelpful. It was the Valspar rep whom my customer spoke to (I never even spoke to him!) and he authorized Lowe's to do whatever was necessary. Lowe's couldn't complain, I suppose, because they were being reimbursed. But when my brother picked up supplies to apply the millstone paint, he told them they would have to add that to the valspar bill or cover it themself, and they complained about that, questioning why he absolutely had to have a brand new roller cover!!! He told them he had to use a certain nap for that product, which was true, and he was so upset that they nitpicked about that that he also grabbed two $30 stippling brushes and told them he needed those, too, to get into some tight corners. When i get the name of the Valspar rep from my customer (waiting for her to call) I will post it. He would probably be a good contact for everyone to have. Thanks for all the replies!
	Remove \| Alert	Edit \| Reply \| Reply With Quote \| Top

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