Business ProfileforThe Sherwin-Williams Company

In June 2020, I hired a licensed contractor to stain my deck. He used a Sherwin Williams product. In less than two years, the stain had begun to peel from the horizontal surfaces – the top of the rail and the deck floor. I contacted the contractor, who advised me to contact Sherwin Williams (SW). SW sent field reps to take samples in April 2024. I contacted the field rep on May 3 and was told samples had been submitted. I contacted them again on May 28. The field rep contacted the contractor and told him the problem was with the wood itself. The contractor relayed that information to me, and neither of us found that explanation satisfactory. On June 3, I heard from the field rep, who offered to provide more SW product. I was reluctant to again use a product that had failed, and I doubt that it is the wood itself – the deck is 7 years old, and the product failed only on horizontal surfaces, which indicates a failure to properly bond with the wood and seal out moisture (which doesn’t gather on vertical surfaces). I heard nothing further from the SW field representative until June 18, when SW finally offered to refund the cost of the original product purchase. The contractor as offered to repair the damage at a substantially reduced cost of $595 (which is far more than the cost of the product) and has stated he will no longer use SW product. I understand the field rep must follow corporate policy, but both the product and the customer service process and policies have been disappointing.