Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fourth can I purchased came and it was watery. I contacted them. They said they couldn't refund or replace it without me sending them a video. I sent the video they asked for. Then they asked for a different video. I sent them that one. They asked for a third video. I said this was getting ridiculous. They still didn't refund the can. They told me I must not be stirring it correctly even though it was the fourth can, as if I hadn't already used and purchased four cans. They basically didn't want to return my money and they didn't. The customer service lady was rude and demeaning as if it was my fault. Not a trustworthy product I would be hesitant to purchase and customer service's only job is to do what they can to not have to refund anyone's money.

  Business Response

  Date: 04/24/2025

  It looks like a customer service agent offered to process a refund this morning. Thank you.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered a kitchen cabinet and counter paint set. having painted cabinets in every house in which we have lived since 1997, was excited to have a set that would apparently make it easier and to actually cover completely without needing to use two coats of primer. (had purchased samples two years ago in order to pick color and to see how good the paint was- and did use it on cabinet doors in my kitchen) while prepping my cabinets, was shocked that the previously painted doors were stripping of their paint! scrubbed the kitchen cabinetry as the kit and videos instructed yet their paint stripped off of the two doors i had used! when i went to paint my cabinets with the new paint color, stormy, the effect was painting with colored water. absolutely no coverage at all- this was supposed to be one coat coverage without needing primer- the paint has the cinsistency of watercolor paint.
  
  i did contact the company via their website and never hears a word. I used the paint on March 28, as we wanted to finish the cabinetry before i had surgery on april1, and my first contact to let them know of the issues was over that weekend, via the website, which promises 48 hour contact. Today y is April 11,and I used the website to inform them i would be contacting the BBB as I never heard from them.
  
  i now want my moeny fully refuded- company has terrible products and customer service.

  Business Response

  Date: 04/11/2025

  Sorry! We try to answer all messages and tickets in a timely manner. I'm not sure how your first message went unnoticed but it does look like a representative contacted you this morning 6 minutes after you sent the most recent message. They've offered to help and requested some videos so they can get a look at the consistency of the paint. We're more than happy to help but we do have some steps that have to be followed so we can determine whether there was a quality assurance issue with the product, or if there was an issue with the surface or one of many other numerous obstacles that someone can run into while working on their DIY project. Thanks for your cooperation!

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I your response was due to the fact that I informed you I was contacting the bBB.  I had sent you photos when I originally contacted you .  You claimed today that you did not have my original v CV intact but suddenly you can find it sans photos after I filed the complaint.

   

  it is absurd that I have to now provide a vidrr Ed o of mastering the paint- I have painted cabinetry for years and know how to stir paint from the bottom of the can where the color settles like a sediment.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 04/13/2025

  Thank you for your response. We request videos mostly for quality assurance and training purposes, especially if there's something wrong with the product. A video is also helpful in determining whether there's an issue with the product or if there could be an issue outside of that. Unfortunately, it's more difficult for us to determine the consistency and viscosity of paint through pictures since we can't see the movement of the paint.  As stated previously, all of our customer service issues have to be handled in our ticketing platform so if you'd like to respond to the messages that were sent previously, we'd be more than happy to take a look! Thanks!

  Customer Answer

  Date: 04/14/2025

  
  
  

  I reject the response.  I contacted them in good faith twice and they never got back to me until I informed them of my intention to contact the BbB.  Then the company was unable to locate my original contact info and then they claimed that I did not include the photos that I appended to my bbb complaint filing.

  Nonsense that they need a video and that they cannot see the “movement” of the paint from photos.  The photos clearly show the paint does not provide the coverage that the company advertised.  I am an experienced painter and this is complete idiocy to expect videos when I provided photos and contacted them immediately!

  
  

  Fault is with the company for a crappy product and lying customer service.  Not my fault they failed to follow up until being contacted by the bbb.  I waited for two weeks for them to get back to me in the first place, which is why I reached out to the bbb.

  
  

  Stop protecting bad businesses and bad business practices- this company lied about my contacts with them to both you and I.

  
  

  Business Response

  Date: 04/14/2025

  As stated previously, we would love to offer some assistance. Unfortunately, there hasn't been any response to our previous correspondence. Without cooperation, we can't really assist you any farther. We try to respond to every ticket in a reasonable amount of time- typically within minutes during opening hours. Unfortunately, the previous ticket was missed and it was completely unintentional and we apologize for that. At this point, I'm not sure we're going to be able to resolve anything on this platform but the offer still stands- if you'd like to respond to the email from customer service, we'd be more than happy to help. Thank you and have a great day.

  Customer Answer

  Date: 04/15/2025

  
  
  

  Complaint: ********
  
  I am rejecting this response because:

   

  I have no idea what email the company is talking about, as no such email exists.  I have only had contact vis their website and only because I filed this complaint. I followed their website instructions about counts ting them and their website clearly states a 48 hour time frame.  I waited over two weeks and was contacted by them only as a result of said BBB filing.  Sorry but I have been misled and lied to by this company and still want a refund

   

   company is dishonorable and dishonest, period
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/15/2025

  Hello! We sent a message on 4/11 at 940a EST after receiving the contact form submitted that morning. In that response, a short video showing the consistency of the paint was requested and we still haven't received one. We'd love to try and help but without the requested information, we can't. After requesting the information, the customer responded back to"please deal with the BBB". As stated numerous times, we don't handle these types of situations through the BBB, we handle them on our platform. Thank you.

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have constantly stated that this company wanted a video - she keeps reiterating that yet never deals with the issues of the lousy paint or the fact that it strips off after two years.

   

  she doesn’t get to choose where to resolve the issue as I had already gone to her website for help and only received any contact from them after I went to the BBB

   

  /

  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 04/22/2025

  Thanks! It looks like someone from customer service has already responded. Unfortunately, she’s not applying the product correctly and I think they’re just waiting on additional correspondence. 

  Sent from my iPhone

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the paint from Heirloom Traditions on 9/6 I painted my wall and when I went to clean the wall the paint came off now there are spotty areas and the customer service is refusing to refund my order because “they don’t offer a money back guarantee” and “the paint is for DIY” so basically they aren’t liable for customer satisfaction they don’t stand by their claim of “All in One” and are now saying that even though their website says you don’t need to prep now they are saying you DO need to prep with a deglosser and sanding to actually make the paint stick to the wall. All I wanted was a refund and instead I received POOR customer service and lies . Bait & Switch company.

  Business Response

  Date: 12/03/2024

  Per our order terms & conditions, agreed upon at checkout, it is impossible for us to guarantee an outcome on a DIY project that is working on a variety of used surfaces.  However, we are committed to helping customers work through issues with their projects via our customer support channels (www.allinonepaint.com/contact).  We have over half a million customers that are very satisfied with their project outcome and we're confident that if the claimant allows us to help them through their project, they can have a successful outcome as well.  Most of the time, issues are related to cleaning (oils present on the surface), not applying the product correctly (including not using the correct tools), or a surface problem.  All of these issues are something that can be worked through.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased your paint based on the clear promises made across your website, ads, and product labels, including terms like "All-in-One," "No prepping or sanding required," and "Self-leveling." I followed the instructions exactly, but the product did not deliver as advertised. The paint applied streaky, did not cover properly, and after two coats, it easily wiped off my cabinets.
  
  On 9/12, I reached out to your chat support, only to receive automated, AI-generated responses that did not address the core issue. From what I've seen in other complaints, this seems to be a pattern of deflection. It is unacceptable for a company to continue making such bold, misleading claims about its product while enforcing a "no refunds" policy.
  
  The suggestion to "gift it to a friend or family member" is not a reasonable resolution for a product failure, nor does it account for the fact that I spent over $100 on an unusable product. I expect to be refunded in full for a product that was falsely advertised and failed to meet even the most basic performance expectations. Ignoring this issue would further erode trust in your brand and suggest a lack of accountability for misleading consumers.

  Business Response

  Date: 09/12/2024

  Per our order terms & conditions, agreed upon at checkout, it is
  impossible for us to guarantee an outcome on a DIY project that is
  working on a variety of used surfaces. However, we are committed to
  helping customers work through issues with their projects via our
  customer support channels (www.allinonepaint.com/contact). We have over half a million customers that are very satisfied with
  their project outcome and we're confident that if the claimant allows us
  to help them through their project, they can have a successful outcome
  as well. Most of the time, issues are related to cleaning (oils present
  on the surface), not applying the product correctly (including not
  using the correct tools), or a surface problem. All of these issues are
  something that can be worked through. We'd still be more than happy to help offer guidance for achieving the finish that the claimant is looking for. Going over the ticket, it appears as though the product isn't being applied correctly. As stated in the response, streaking typically occurs when the product is being over worked. The key to getting good coverage is making sure you put a good amount on the brush (link for reference ********************************************* Also, the claimant mentioned in the ticket that the paint is wiping off after applying it. It's mentioned in all of our tutorials that this paint takes approximately 30 days to cure and harden. Because this order was placed on 8/29/24, it doesn't look like it's had anywhere near the adequate amount of time to cure. Again, we'd be more than happy to help answer these questions in the original ticket if the customer wants to reach back out. Thank you.
  

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paint ordered was not the color on website, employee said she would send a paint color palette which takes 3 weekds i was to dab paint and return, it never came, we tried again it never came. Next i was to take pics of paint can opened send and wait. No response and every month i have tried to call no answer it is now a year still no answer. They should replace the 2 colors that are off
  Dirty business games played here

  Business Response

  Date: 06/03/2024

  Unfortunately, I can only find one ticket from the customer. It was from September 16, 2023 (screenshot attached). They requested to add ***** to their order so the original order was cancelled, and a new one was generated with the change made to it. I don't see any other communications from them. I'm also unable to find where anything other than that one order was sent out. If the customer would like to send another message to ****************** we'd love to be able to help them.

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising and fraud. My client chose the color “Putty” from HTP’s website. (PC)
  I placed an order for my client of two quarts of Putty and one quart of Oyster. The current promotion was buy two, get one free. The paint arrived in a secure, timely manner. Once I opened the paint I realized immediately it was not the color I ordered. I made a post on HTP’s Social Media page asking fellow painters if they had bought/used “Putty”. Once I saw pictures were posted of the color used, I contacted HTP via email. My original question asked if it was possible I was sent mislabeled quarts, as I have made multiple purchases with this company and I have never had a problem with the color of the paint. Customer support responded to me promptly, yet extremely rudely (as you can tell to the replies to all BBB complaints) Their argument at the time was they had a zero return/refund and policy and blamed the lighting of my cell phone.
  ***FRAUD came into play once I emailed them the pictures from their website and the pictures posted from other buyers on Facebook. HTP changed the color of paint on their website. I have multiple documentations to prove their deceptive behavior.
  They did offer a refund for 1 quart, out of the 3 and I would be responsible for shipping.
  This is not a professional company. The customer service department behave like children. After multiple emails back-and-forth by the childish and rude customer service department and contacting the owners right hand, Melissa Osborne; I have only been ridiculed and harassed. In my last email I asked how much my refund would be…. with no response. I was curious to know if my refund would be zero considering it was buy two get one free. I’m willing to bet they would respond by telling me no refund would be offered, considering it was buy one get one free. After communicating multiple times with Melissa Osborn, they do not care about their product and/or consumers. I am truly embarrassed for this company.

  Business Response

  Date: 09/21/2022

  Per our Terms listed on our site, we encourage customers to choose colors based on our color cards, or to purchase a sample first so they can get a true representation of the color. Not only are the terms listed on the website on our Order Terms & Privacy page, but every customer has to agree to those same terms before they can check out, on the payment page (screenshot provided). The issue with choosing colors based solely from the site is the fact that there are so many variations of color depending on the user's monitor size, brightness, dpi, resolution, etc. All of these factors make it impossible to guarantee that the color coming across the monitor is the true color. When the customer reached out to us, we explained the issues surrounding this and customer service was immediately met with hostility and name calling. When offered a resolution, the customer then claimed to be a practicing attorney and threatened legal action. We offered a resolution for the second time and allow her to return one of the unused and unopened containers, but again, the customer resorted to name calling and informed customer service to not contact her again or else she would sue for harassment (even though the customer was reaching out first, each time). Unfortunately, without cooperation from the customer, we're stuck with no resolution.

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Customer Support for HTP (still) refuses to acknowledge or explain why they modified/manipulated the color “Putty” on their website. The difference in color can be shown in the first and second photos I submitted of the bathroom vanity (sink); after I reported the drastic color difference to HTP’s Customer Support. Manipulating their website voids their refund/exchange policy and most importantly, their integrity and credibility.
  Customer support
  
  
  
  Regards,
  
  
  
  ***** *****