![]() It looks like our Customer Service Rep advised lightly sanding the area and re-applying it to the surface, and also sent out an additional can of sealer. Unfortunately, it looks like there may have been some lingering oils or something similar on the surface prior to applying the sealer, which is what was causing issues with adherence. It appears as if you were having issues with the water sealer. All of these issues are something that can be worked through. 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. ![]() However, we are committed to helping customers work through issues with their projects via our customer support channels (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. 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. After communicating multiple times with Melissa Osborn, they do not care about their product and/or consumers. I’m willing to bet they would respond by telling me no refund would be offered, considering it was buy one get one free. I was curious to know if my refund would be zero considering it was buy two get one free. In my last email I asked how much my refund would be…. 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. The customer service department behave like children. They did offer a refund for 1 quart, out of the 3 and I would be responsible for shipping. I have multiple documentations to prove their deceptive behavior. HTP changed the color of paint on their website. ***FRAUD came into play once I emailed them the pictures from their website and the pictures posted from other buyers on Facebook. ![]() 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. 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. ![]() Once I saw pictures were posted of the color used, I contacted HTP via email. I made a post on HTP’s Social Media page asking fellow painters if they had bought/used “Putty”. Once I opened the paint I realized immediately it was not the color I ordered. The paint arrived in a secure, timely manner. The current promotion was buy two, get one free. I placed an order for my client of two quarts of Putty and one quart of Oyster. My client chose the color “Putty” from HTP’s website. ![]()
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