Haymes paint man lied to me.

I went to paint right which is the haymes outlet.
I wanted to support one of the aussie mobs.
Went in and asked for undercoat and oil paint as I was re-doing a deck and rails.
Some was old timber that was painted before, some was new timber, you get the idea.

The salesman asked me why I wanted oil paint?
I told him you get a better finish.
He said that acrylic was a lot better now and you could get the same level of gloss and it lasted longer and dried quicker.
He took me to a sample to show me the quality and level of gloss I could achieve.
(you can already see where this is going).
Got 1 litre of sealer/undecoat and did that, then went to get 4 litres of acrylic.

Well I did the first coat and was really annoyed.
Went back and told salesman that whoever told him it was as good as oil was lying.
The levelling properties are no good and the gloss level is no good.
Yes, I did it within AUS Standards 15-25 degrees (think it was 21).
He then came back with "I told you it would not be as good", I told him he was lying to his face.
then why the hell talk me out of oil in the first place.

I was so annoyed that I rang Haymes paint to express my unhappiness at their salesman.
it was either Darrel or Darren that said "we can't stop the salesman lying to you".
He never asked which store, so wasn't concerned that it was happening or if it was one particular store doing it.
I left a question on their web page and NO_ONE has ever got back to me via email or phone, so I guess Haymes don't consider it a problem either.

All I can guess is there is more money to the store in acrylic than oil (quoted the same basic price for 4lt of either).

So after trying to support an aussie mob, I WILL NEVER BUY AT HAYMES AGAIN.

If anyone wants which store it was then PM me.

I should have joined renovators forum for this rant but to join up for 1 post....

Peter

I think everyone knows oils are superior to waters for certain jobs.

The fact you were bollocked is not on. Write a stern, but calm letter to both Haymes and the paint shop and outline your issue and how to resolve it for you.

The clanger for them is you were very clear about your intent. Consumer law is 100% clear on this: fit for purpose. The job is/was an outside deck. No salesperson on earth would sell waters without good reasons. If it doesn't work, get a refund.

I'd also wager they have security cameras. Ask the boss to just review the footage, even voiceless your body language and the manner in the store, movement and the manner it was transacted, plus the "test" would verify your story.

In defense of Haymes, I use their premium range water based for kids furniture. It sprays well and is rather glossy. I'd like to use oils for the flattening and gloss, but the clients says no....I remind them often of this, but the stores want water.... Client is always right!... But that said, it works pretty well.

I'd write that letter, but be calm and be prepared to escalate.

I agree with Evanism but don't forget that the data sheets for both their oil and acrylic paints says that you have to apply two coats, so the finish of one coat is not enough.

Of course the salesman should have explained that when he was showing you the samples.


Peter.

If they are on face book you get a better panicked response to complaints.

Nice idea TL but it looks like they control their facebook account pretty well.
Only a couple of comments to each of their own advertising posts.

I sent them via their comment section on the web page with my original post to this forum.
I wonder if anyone will get in touch.

I get my Haymes paint from Paint Right in NIddrie and have always had good service and advice. They stock other brands (Wattyl, Dulux, Solver) as well as Haymes so I doubt that Haymes own them.
You should still persue it with both the store and Haymes. The way that complaints are handled marks the difference between good and bad stores.

Do Haymes own the store? If not then why is it Haymes problem if some salesman lied to/misled you?

I must admit I really like Haymes water based paints and have used them both inside and out.

Quote:

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Originally Posted by Vernonv

Do Haymes own the store? If not then why is it Haymes problem if some salesman lied to/misled you?

I must admit I really like Haymes water based paints and have used them both inside and out.

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Yeah, they do.
They are listed as their stores on their website.

And even if its a franchaise they should be concerned about someone misrepresenting their product.

Quote:

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Originally Posted by _fly_

Yeah, they do.
They are listed as their stores on their website.

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I think you are mistaken about that. They certainly are listed as a stockist/reseller of Haymes, but no where can I find anything that says that they own the stores. In fact those stores also sell other brands of paints from other manufacturers.

Quote:

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Originally Posted by _fly_

And even if its a franchaise they should be concerned about someone misrepresenting their product.

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If they don't own the store, what exactly do you expect them to do?

Well Haymes did contact me by email this morning,
Short version was its a "he said, you said" thing.

But as I said before I originally went in for oil so why talk me into acrylic.
The price quoted was the same.
It was the salesman's recommendation that caused me to go acrylic.

They have offered to refund the paint I have purchased, which I will accept (I've used about 500ml out of the 4 litres).
They also offered an oil version at no charge. This part I turned down.

I'm a fair is fair person and if I want it I'm happy to pay for it. I'm not after any freebies.

Peter

And just for Vernon,
The email came from their National Store Development Manager .
and the next part is a quote from HIS email,
"While we never like to hear about customers who have a less than positive experience in our stores".

Happy now its one of theirs.
Peter

It is hard to be green.
Water based is supposed to be less damaging to the environment. I am waiting for some mob to come up with some reason why that is another con job, it does not matter what we are told some one says "poo of the male moo".
Regards

Quote:

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Originally Posted by _fly_

They have offered to refund the paint I have purchased, which I will accept (I've used about 500ml out of the 4 litres).
They also offered an oil version at no charge. This part I turned down.

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Sounds like a very fair resolution to me.

Sometimes things go wrong and mistakes are made, and how a company responds in these situations is what really counts. Offering you the product for free seems to demonstrate a willingness to keep you, the customer, happy. Good on them.