I spent somewhere around $700 between several orders and the service from Katie and the products were great until the last order. I had even spoken with the owner to understand how one of the products I was using would work best. He was very kind and helpful. Well into my project and orders, my painters ran out of paint on a Friday. I called and spoke with Katie who told me that the paint I needed was in the store (it would not have to ship from the manufacturer as it did originally) and since it did not have to be tinted she could get it in the mail right away. Since my previous orders had arrived next day from her I was relieved that I would have the paint by Monday and told her so. Monday my painters arrived but there was no paint. I also did not have an e.mail with shipping details so I called the store and spoke with a woman (not Katie) who told me that the paint was not going to go out later that day from the manufacturer. When I asked for Katie she told me Katie was on another line. I explained the situation and was told that it was likely that another order came in at the same time for the same gallon of paint and it went to another customer. I was very frustrated since Katie was fully aware of my situation and obviously had to know that she did not get the gallon of paint to me but did not inform me of the change so that I could cancel my painters. On Wednesday when the paint was not here in the morning I called since I had to leave to go out of town that afternoon. I was put on hold and then the owner picked up. He was obviously told some version of the story and talked to me condescendingly as if I were unreasonable from the start. He said that they never send out paint on Fridays in the cold and something about it needing to be tinted and that would have made it impossible to be sent immediately. I told him it did not need tinting. After the conversation with him I wondered if he was aware of what I was told.

I only expected what I had been told. If I had not been told that the paint would go out that Friday I would have changed the day for the painters. Everyone makes mistakes it only makes for a difficult situation when the goal is to avoid responsibility.

Prior to this experience it would have been 5 stars. Even with the mistake, if it were handled properly, I would not have decreased their rating.