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★☆☆☆☆

“Homebase dulux paint mixing/customer service: don't go...”

written by on 05/11/2014

I recently went into Homebase at Keighley to purchase some paint to a swatch I had using the Homebase dulux optical match system. The swatch was scanned by a staff member and the paint mixed (Dulux satinwood, a light grey colour - allegedly).

When shown the mixed paint I said - that is far too light, nothing like the colour. I was told, don't worry, it will darken when set. Eventually persuaded to take the tin I bought the paint, took it home and tried it on a sample area, two coats two days apart. It was far too light in colour - nothing like the swatch they had scanned.

I took it back to complain to be told that they don't exchange or refund on mixed paint. I explained that it wasn't my fault and I had actually been 'persuaded' to take the paint when I thought it was wrong. They 'offered' to do a tester (small quantity of matt emulsion) and rescanned the swatch, coming up with a different code this time. They mixed the tester and it was now fairly close in colour to my swatch. The tester cost me £3.29 - so much for the offer - just to prove their system didn't work - I knew what colour I wanted - same as the colour swatch.

I have now spent over £20 on useless paint and decided to fill in their review stating my point of view. The Homebase customer disservice dept rang me as a result of the poor review - basically to repeat their comment that it was nothing to do with them - TOUGH!

I rang Dulux customer service who were very helpful and are sending me a voucher to get the paint from a reputable stockist. I am still out of pocket on the tester and a couple of 12 mile round trips to Homebase for nothing. (Actually bought some Christmas lights from them at the same time - do wonder if I ought to take them back now just in case!)

However, I would NEVER buy anything from Homebase after this - though I have to say that the staff member who did help on the second visit was really nice and seemed very embarrassed by what she had to tell me.

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