Sherwin-Williams Paint Store, Roanoke TX

Worst experience that is possible to have. Employees called my wife a liar and were incredibly unwilling to help.

The employees at this Sherwin-Williams are incredibly rude, racist and condescending. One woman called me a liar to my face, in front of my adult son. I was also treated this way a year ago.

In October of 2022 I bought a new house. During the process of moving in we damaged one of the walls. I called the builder and was informed that the paint was from Sherwin-Williams. So I called and looked into getting the paint. I gave the person over the phone the name of the former owner. They said they had the paint color on record and would have a quart of it waiting for me. 5 days later I went in to pick up my paint. It was 5 minutes before closing. But I had been assured that the paint would be ready so I thought it would just be a quick trip. Upon arrival I was treated very poorly, I was told that they had done inventory 2 days earlier and had disposed of all paint that hadn't been picked up. I thought I would just start over but they said that they didn't have the record of the former owner of my house, or the name of the paint. Luckily I remembered the name of the paint, but I did not remember the sheen. Unfortunately I guessed the wrong sheen. But because of how I was treated I gave up on finishing the project.

Here we are over a year later. My son is in town and offered to help me fix the big patch on my wall. When I told him about my experience he offered to go with me. And again we treated terribly. I told the lady behind the counter of my prior experience and she called me a liar. I realized she was the same lady from the year before. My son was able to talk to the cashier who was very sweet. And we were able to get the correct paint. But while we waited, the other two employees were very condescending and rude about my story. Needless to say I will not be returning to this store. We ended up taking the paint over to Home Depot to have it color matched and put in their system so I never have to deal with Sherwin-Williams again.

Kristina at Sherwin Williams in Roanoke went above and beyond to help me. I struggle with decisions on picking out paint colors. I came back because the paint I picked out did not look good. She was super knowledgeable about paint colors, sheen, and coordinating colors to give your home the best possible aesthetic. I am super impressed with the level of customer care I received. Kristina is a definite asset to the SW team, and I will be returning for My future paint needs because of her.

Very bad customer service.
Worst customer service ever I don’t understand why still this people work here,
This store needs new management and new staff asap.

The service was great. Welcomed, me when I got through the door. It was super busy. Gave me good recommendations on what paint to use for a project. Will be returning.