Given the wrong product

I am writing to express my dissatisfaction with the service I received at BuildIt Warehouse, Allens Nek Roodepoort, regarding a recent paint purchase and the lack of follow-up thereafter.

My partner and I initially visited the store to look for paint options and were assisted by one of your employees, who helped us select colours and purchase two tester samples. After testing the samples at home and deciding on a specific colour, we returned to the store approximately two to three days later. Fortunately, we were assisted by the same employee, and we specifically requested a 20L bucket of the Mandarin Tusk paint colour we had selected from the tester sample. He retrieved the paint for us, we completed the purchase, and left the store confident that we had received the correct product.

Unfortunately, on the day the painting began, my partner and I were not at home. Upon returning, we immediately noticed that the paint colour on the walls was completely different from the Mandarin Tusk tester colour we had selected and tested. We then checked the details on both the tester sample lid and the 20L bucket lid, and the information matched exactly, despite the paint colours clearly being different.

The following day, we returned to the store to raise the issue. The manager assisted us and confirmed that the details on both products matched. He also took photographs and advised us that the issue may have originated with Plascon. He informed us that the matter would be escalated and that he would revert back to us. Our contact details were taken, however, we have received absolutely no feedback or communication since then, and we are now entering the second week without any resolution.

I am extremely disappointed by the lack of urgency, communication, and customer care shown in handling this matter. I paid for a product that I effectively did not receive, as the paint colour supp**** does not match the Mandarin Tusk tester sample used to make our decision. Due to this issue, I stopped the painting project entirely and am now left with a full bucket of paint that I neither want nor intend to use. At this stage, I am not interested in receiving another batch of paint. I would like to request a full refund instead.