July 15, 2004
Delmar District Office 4
Newark, DE 19713
Subject: Kenny Palmer, Manager
Ocean Gateway Center Store
I have used your Cuprinol deck stain
(redwood) for many, many years. I apply a coat every year. My deck is
approximately 15 years old and looks as good as the year it was built.
This Spring, l went to your Ocean Gateway
store to purchase my yearly requirement and was told that Cuprinol had
been replaced by Deckscapes and that there was no redwood color, but
they could mix additives to duplicate the color of Cuprinol redwood.
I brought the product home and before
applying it, I noticed the color was pinkish. I assumed that upon
drying, it would change color to redwood. Much to my disappointment,
when it dried, the deck was flip of splotches of two to three
I approached Mr. Palmer with my problem,
and he told and that had received a transcript stating that the color
mix that was originally sent out from your plant was incorrect.
I have always been a firm believer in my
business dealings that problems do not go away - they grow larger. Mr.
Palmer came to my house within several days of my complaint, looked at
my situation arid immediately determined that it was a faulty product.
He had a contractor by the name of All
Decked Out come and look at my deck. That company stripped the deck,
power washed it and per his recommendation, used your Deckscape solid
stain. He applied two coats to all flat surfaces. My deck now looks as
good as it did the year it was built.
I would like to commend Mr. Palmer's quick
response and actions that made me one of your strongest supporters. My
problem was solved in an expeditious manner. It appears that Kenny
Palmer has had excellent training, and I hope his future with Sherwin
Williams will be bright.
Joseph E. Stine
37 Drawbridge Rd.
Ocean Pines, MD 21811