Dunn-Edwards Paints

I don’t write many reviews; however, this one was I had to write. I’m a long time Dunn Edwards customer, but what stood out with this DE was their customer service. I was simply coming by to drop off old paint that was left in the garage of my house. I had quite a few cans in my back seat. Two of them came out to help me bring them in with carts. But better yet, after learning that one of the cans opened, I had paint all over my purse, my wallet and my backseat and floor. A mess! Thank goodness they were not very busy at the time, because one of them stayed out in my car and spent literally a half hour scrubbing the paint out of my car. I was in their bathroom taking the paint off my purse and wallet. By the time I left, there was very little paint remaining in my car. It was incredible. There are very few businesses that would go above and beyond like that, accepting nothing in return. I wasn’t even purchasing paint that day. But because of their customer service, we came back to use them for painting the interior of the house. I do agree with others that they need to speed up with paint orders. I came in on a Saturday and waited an hour for a small paint sample, but I know Saturday’s are crazy days for paint jobs. They have great, helpful people working here in SJC.

I agree with others in their store hours are not convenient. Recently I went in on a Saturday and Jim, the Associate Manager was exceptional. He straightened out the paint guy to explain that my order was from a Dunn Edwards standard, although he stated he could not mix if I did not have the order number or stock number.
Jim saved the day. He was very helpful, kept the store open an additional 15 minutes to get my order completed and even gave me a complimentary discount as a Senior. The quality of the paint is fantastic. Normally there is a numbering system to get your order in. Jim was there alone and ensured I left with the right paint and I was impressed with his customer service. I was stressed when the original guy said he could not fulfill because I did not have the original numbers of the paint color but I had the past paint job number. They said they could not look up by past order number, that their computer system changed. So be sure to bring in the paint number and custom mixing recipe if completing previous job.

Dunn-​Edwards sure has gone downhill! Yikes! My family lives near to the SJC Dunn Edwards and our home was painted by the builders with their paints. For 4 years I have been faithfully going there for ALL my paint and some of my painting supplies. No more.
When you enter DE be prepared to be there at minimum one full hour. This place is poorly organized and it lends to huge waiting times in every department. For example, they have several lines (some with cashiers, some supposed to have cashiers that are not where they should be). Plus they have a number system that they rarely use but do feel free to bounce between throughout the day. They also have pick up areas and sometimes a girl or two helping with an iPad. There is always upset customers, though. That is the only thing you can count on.
As a previous review stated their ‘design services’ are awful. We used it once and had to repaint our entire kitchen and dining room due to terrible advice. You are much better off leaning on a friend who you can trust that has great taste.
Last week I was preparing to repaint my bedroom and called DE about my color choices. The guy on the phone (said he was a manager) refused to answer most of my questions. When I asked what colors were used in the color I selected he flatly refused to tell me. According to him, although there was only yellow and orange tones in the paint, it was too complex for me to understand. Seriously?
At that point I went to Home Depot and you know what I found? BEHR paints are amazing! Full coverage and priced right. With DE I have dealt with chipping, discoloration and runny watery paints. BEHR is so superior I am kicking myself for wasting my time with the people at Dunn-​Edwards. The Home Depot folks are friendly, too. No one told me that I was too dumb to understand colors!!! They made the DE color for me and it is beautiful! Thank you Home Depot.
Lastly, I can’t stand the fact the DE does not have any prices for their items where a customer can see them. That is right — you’ll have no clue how much any paint or tools costs until you go to buy it! What the heck? That alone adds 30 minutes to each visit. Seems shady to me, too. By the time you’re so exhausted by their poor setup and lackluster customer service they figure you’ll pay anything to get out of their shop. I am so happy we have taken our business elsewhere. We’re DONE with Dunn-​Edwards!

We booked an appointment with Tamara to discuss outside paint colors. It was a wasted hour, with her complaining about the quality of the pictures we took, resisting opening the additional ones brought in a flash drive or emailed, answering phone calls, walking away in several occasions to attend other matters, and making it clear she had more important things to do. We are not coming back.

Great paint! Horrible hours!
I love Dunn Edwards paint — it is great quality. I love that they have a color consultant on site to help customers.
I do not love that they close at 5:00PM Monday thru Friday. How are customers supposed to get their paint and supplies if they work standard hours? I wish they would consider extending their hours into the evening. I think it would improve their business tremendously.

Good prices but absolute horrible customer service. Every time I have to deal with the employees here, and their lethargic attitude, it makes me want to go to my local hardware store.