We are a professional painting and decorating business and the customer service at Dulux is APPALING. Tom Torpy in the Dulux team bullied and harassed us, and fought with us to the point of tears. We have spent THOUSANDS of dollars on Dulux products on HUGE projects, that have required enormous supplies of paint. They are an awful company to deal with. Spend your money on another product like Wattyl, where they treat their customers with respect.
How do we fix this.
We have been using a powder-coater for the past two years who advertisers that they warranty all their work and display the Dulux logo on their web site. So you would think they are backed by Dulux.
We have asked for a warranty as some of their product that has failed. Where do we stand when they are using and endorsing a Dulux product.
Don't get a Dulux Accredited Painter
Be aware that Dulux Accredited Painters are not accredited at all. These 'accredited' painters have to pay $1200 or so a year so that they can use the Dulux logo in their marketing.... and then charge more for their service. They are not better at all. I asked to see what this "accreditation" is all about and all I got is a business agreement. It is misleading to called them "accredited".
The real good painters to not need to ride on another company's logo to impress.
Many painters even use these logos without paying and it is really a dogs b...reakfast. Best to avoid them altogether. The worst bit is this: Dulux Accredited Painters go into agreement with Dulux to use more Dulux Paint, whether that is the best product to use or not for your situation, as happened to me. If later on the product fails and you have a dispute, Dulux will be on the Painter's side not yours - remember they are paying Dulux the $1200 a year for the privilege, so they sure want to get some back scratching back. These schemes should be investigated.
- Verified customer
Furious at the service by a Dulux Accredited Painter.
I hired a painter claiming to be a Dulux Accredited Painter, believing I will get the best possible professional painting service, but I couldn't be more wrong.
This painter used false accreditation, wrong undercoats, with tannins starting bleeding within a week, did not sand, did not clean before they painted and painted over cobwebs and insect nest etc, did not use drop sheets and made a mess. I sent photos to Dulux.
I'm finding Dulux very reluctant to assist, because of course this painter is their client and uses their paints and hav...e a conflict of interest here. They don't care much about me, the end user of their products, but they care more about how much paint they are going to sell to dodgy painters or not. I have to re-paint everything from scratch at a significant financial and emotional cost, and time. Will make sure the next painter will not use Dulux and will also make sure he is not a Dulux Accredited Painter.
Great products, great customer service.
Contacted Dulux with a minor Exterior Weathershield problem. Our consultant Ricky was brilliant and explained everything simply but in detail, resolving our issue. Just wanted to say Great Job Dulux, we are happy with both your products and customer service.
I’m in the process of “painting” over classic 70’s style SUPAWALL - yep, laminate wood-look panels that are high gloss and low appeal. This product was recommended to us by Bunnings. A quick sand with a hand held orbital to take the sheen off the laminate & then brush down to remove dust. I only printed one coat of the maximum adhesion primer (I did get a little less coverage per square meter, probably 3/4s of what it said on the can) and left it to “cure” for 7 days. Wow- what a joy it was to paint over today, smooth, non porous (so I actua...lly got excellent coverage per square meter with my paint coats) and I’m so glad I didn’t go through all the expense & time to rip down the panels & re-gyprock! Would recommend for anybody who is trying to paint over a glossy surface!
Accent Color - Don't bother with this range, very few sample pots available.
I took several of the Accent range colour Palettes from my local Mitre 10 it's a very good colour range. Unfortunately when i tried to get paint sample pots made up in several of the colours these were not available as the formulations don't break down small enough. I was told that i could probably get these from dulux directly, so went on their website to do so. It turns out the Accent range is solely a Mitre10 range and poorly supported by dulux. I couldn't find the names of the colours listed anywhere and when i range Dulux the customers ...service was pathetic. Looks like Mitre 10 have been sold a turkey in this range - without sample pots it is a very expensive exercise to try the colours as you have to by a minimum of 500ml or 1 lt. Too expensive and difficult to bother with this range.
The only thing worse than their Product is their Company as a whole.
They claim that they cannot list all of the possible / potential problems with compatibility of their product on the product itself, yet where they can, on their website, there is actually even less information about what their product can and connect do yet when you contact their "support team" and I use that term as loosely as possible, they "recommend" soooo many things you should or shouldn't do.
Contacted the support team when we had an issue with their product bubbling on a large amount of external timber and was told - "we recommend o...nly using it on non treated timber" - does not say this anywhere and their own rep who was at Bunnings at the time told us that it would be fine, "we recommend weathering the timber for at least 2 weeks", "we recommend using oil base on treated timber" - their rep at Bunnings actually told us that water based sealer would be ideal for use on treated timber, "we recommend not putting it in direct sunlight until it has had time to cure" - weather-shield not in direct sunlight?? How do you paint a house with it then? Wait until its dark only? All of these things which they "recommend" are NOWHERE to be found on their product or spec sheets online. We ended up having to pay for a 2nd load of timber, followed their instructions to the letter, even weathered it outside for 3 - 4 weeks, left it in my garage to cure for 2 weeks and the exact same thing happened. All of this and yet this is not a problem with this product or batch. They would not send someone out to get a sample, they simply washed their hands of it all and blamed my prep work. We had a already painted one of the beams we had with the exact same product but left over from jobs I had done almost a year ago and even though it was the same timber batch as the others and didnt use anywhere near the fiddly prep work they "recommend" but dont state on their product, had absolutely no issues whatsoever. But it is an issue with my prep work and it shouldn't be used on treated timber.
Dulux Precision Maximum Strength Adhesion Primer
O.....M.....G!!!! This is the best product I have used in a long time. We had a new kitchen put in last year but the oven and microwave surround could not be replaced as it is set into a brick wall, so painting it was the only option. I did two coats of the primer and then one coat of Hog Bristle Wash and Wear in Semi Gloss to match the pantry door. Had to call the guys at Dulux Trade Rockingham with a couple of questions and they were great too. The results far exceeded my expectations and I am absolutely over the moon with the results. Well done Dulux, great product.
Dulux Customer Service!
Dulux Qld manager advised our architect that Epoxy 4 primer was fine to use on our exterior sloping driveway but it is lethally slippery when wet. They refuse to acknowledge that the product is unsafe in that environment. The Dulux advice website actually states that NO Dulux product should be used on a sloping driveway. My husband has already fallen hard and bruised his coccyx and we can't walk down to our shed when it's wet. Also we can't drive down to the shed because wheels can't get traction to come up again. The Dulux approved painter who did the job has ignored our concerns as well.
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