Sherwin-Williams Paint Store

"This store persistently wastes large amounts of customer time when it comes to trying to reach them on the phone, which is not good when it's advertised as offering curbside pickup. It took numerous calls and a lot of time to finally reach someone last time I did a pickup order, so this time I documented the process to demonstrate just how frustrating it is: I started calling at 2:53PM, and called SEVEN times, with no one answering. Each time I call it rings 10 times until it eventually prompts me to "Enter my remote access code." at which point I'd hang up. On the eighth call, at 3:13PM a woman finally answered, and asked if I could be put on hold. I immediately answered "No, I just want to confirm my order is ready for pickup," something that should take 30 seconds, but she'd already put me on hold! At 3:29PM, after just over 15 minutes sitting on the phone for a 30-second question, I was disconnected. I start calling again. 5 more times. No answer. It's now 3:38PM, so I've had 45 minutes of my life wasted trying to get a 30-second question answered. I'd just drive over to the store and walk in, but my wife is immunocompromised, so I can't risk us getting COVID. That's why we paid online, and why we want to utilize the curbside pickup option. I resumed calling at 3:42PM. She answered again and asked if I could be put on hold and I immediately answered her question, but I was already on hold. I hung up and called again at 3:43PM and the moment she started speaking I said "Please don't put me on hold. Please don't put me on hold. I just need to confirm my order is ready for pickup." She responded that they were really busy. I told her I just needed to confirm that my order was ready so I could drive over and that I'd been calling for 45 minutes trying to do this. She finally checked my order and confirmed it was ready. This call was 1 minute 43 seconds in length and I find it hard to believe that they're so busy they can't spare LESS THAN TWO MINUTES to help a customer for a product that was already paid for. Start to end, 50 minutes of my life wasted. Absolutely infuriating. I drive to the store and arrive at 4:12PM. I call. ....four times. No answer. I looked into the store when I drove past. Yes, the occasional customer was meandering in or out, but there was no long line, no fire, no reason they couldn't answer the phones occasionally. Since a Sherwin Williams employee was walking out of the store to help another customer with paint, I flagged him down and asked if he'd be willing to put my order in my trunk, then thanked him. I suspect that, if I'd just kept trying to call, I'd've spent another 30-45 minutes of my life sitting in a Sherwin Williams parking lot. If I didn't need a very specific color of cashmere paint I'd be switching to Behr Marquee just to avoid the incredible time sink that this Sherwin Williams store has become for me. Worst customer service I've experienced in a long time. Please correct this problem!"

"We had the nicest, most helpful fellow today. We normally use the Cool Springs location and always get mediocre assistance, certainly not overly friendly there. We will definitely be using this store from now on!!"

"When I went into the store, I was looking at wood stains for our hardwood floors. Roger came and asked if I needed help. He answered some preliminary questions I had. I came back a few days later to test some of the colors on a piece of wood I brought. He was SO very helpful and accommodating and patient with my indecision. I came back in a couple of more times, and he was the absolute best at guiding me through the process of deciding on the color and intensity. I specifically asked for Roger every time, and so glad I did."

"Ivan was a great help! There was a long line and he moved us through quickly, greeting everyone with a smile and helping me with the hundreds of questions I had about the right paint finish for the navy I chose. Ivan has an old-school customer service way about him and I will be back simply because of this."

"Sherwin William's is a quality paint store. We've used their promar lines, pro classic, duration, emerald, super paint, resilience, cashmere, harmony, eminence, super deck, and a few others. All have been great for different jobs. This store is very busy in the mornings but they have a good staff and will take care of you. Only con is sometimes they have trouble keeping some lines of paint in stock especially in certain sizes. Have visited this location dozens of times"