Go back to the store and have them add some tint/colorant 1/64th at a time. A bit of Thalo Green would brown it down some and some Titanium white will soften it a bit. But, it needs to be done by someone who understands tints and how much can be added to a base and still have the paint achieve adherence to the wall. Too much colorant in a base will retard wall adhesion.

Thanks Hollysprings...unfortunately the bm dealer has advised that "his new system" doesn't allow "tweaking"! Yeah, sounds lile a cop out to me too--especially at over $60/can!--but hey, small town, captive market.

Maybe I'll try slowly mixing in some white...it sure can't get worse!

If they mixed the wrong color, it should have been remixed then and there. I would go back and insist on a new can or that it be tweaked to my satisfaction. You probably do have less leeway in terms of of tweaking if it is a hardware store that sells BM and not a Ben Moore store with more expert personnel..but if they mixed 2160 and you wanted 2260....their mistake.

Agreed. If the color does not match their chip, they should start from scratch and mix you a new can at no charge.

Joanie & Lazydaisy, as mentioned, they do not tweak. They also claim that the error is mine. As mentioned, small town, this is the only bm dealer in a large area. He's referred to as the Paint Nazi. He's really angry at being "forced" by bm to carry the Affinity line and to upgrade his mixing system. He refuses to by Affinity paint chips which is why the problem happened in the first place.

Not my problem, I told him. I asked for an Affinity color, you gave me a non-Affinity color with the same name. The discussion got quite heated on his side, he finally told me to take my business elsewhere if I was unhappy because he didn't want to deal with "pissy little do it yourself orders" anyway.

Well, you aren't going to win any battles with the pissy little paint nazi, so I'd at least try as you are to make my own lemonade. My two most recent painting experiences have both wound up having to tweak and winding up with a custom color -- and I love them both. It won't be the Affinity result, but maybe you will be happier in the end. And you won't be able to send anyone to his paint store to get the same color. Hahaha

I would add some white since you have it and it definitely needs to go lighter if you want that color. I think you are going to need some blue or green to cool the color down. What he gave you seems to have more red. I'd add white first and add color very slowly.

I'm not sure I understand:
You asked for Affinity TUMERIC, AF 520.
He mixed 2160-20 TURMERIC

On the BM web site, these are two different colors/paints with different light reflection values.

So, you got a non-Affinity color that's called TURmeric, even though you asked for Affinity TUmeric? What paint, i.e. line, did you actually get?

Did you pay for an affinity color or the regular color?

And why does the store say that the error was yours?

Of course, the main question is whether you want to "pick a fight" with the dealer. If not, I would call BM and ask them whether it's possible to adjust the color, and if yes, how you can do it.

I've had uniformly poor service from Ben Moore. Poor color matching, refusal to give me what I ask for, talking me out of my choice of paint line, jerky attitude. Two different big city stores. Just don't bother anymore.

This post was edited by kitchendetective on Sat, Oct 26, 13 at 17:40

Not my experience here in my city. I love the stores (3, all owned by the same company) that specialize in Ben Moore and would go to them first for any paint-related advice as well as color matching.

Lascatx, I like the way you think! Any idea what green or blue I could use? The closest thing I have is Wyeth Blue or whatever that teal-y aqua is called...
Nosoccermom, I don't understand this guy's attitude either...clearly, it isn't my error. However, he had a reputation for being difficult long b4 taking the business over from his dad, who was a wonderful person. Yes, I could go to BM, which will result in delay and even if BM forces this guy to give me a new gallon this guy'll mistint it put of spite. And don't tell me to go to another BM dealer, closest one is a 4 hr round trip and $35 in gas.

Kitchen Detective & Laisydaisy, this just illustrates the biggest weakness in BM's business plan: their dealer network is inconsistent. B4 we moved herewe lived in a town with a terrific bm dealer. Then he sold the business and retired, and the new owner gave me hives. It's all about who's behind the counter! I've had consistently good, friendly service from Home Depot--too bad they don't sell BM select!

I've heard the whole thing about not mixing or it won't adhere. I certainly won't guarantee anything, but I've mixed so much weird paint together in my attempts to get the perfect colours and never had a problem. I've mixed different brands, different bases, etc. I wouldn't mix paints from companies like F & B that use clay based paint with regular paint, but otherwise, I'd say go for it.

Well, I could pretend to be shocked but. . .

This happens more often than the brands and independent owners would care to admit - or have discussed openly in social media. All brands suffer the same problem.

Which is just because one owns a paint store, or works in a paint store does not make them an expert colorist/color expert.

The marketing spin and hyperbole and sometimes individual ego desperately tries to convince the consumer otherwise. And when they can't get you to drink their kool-aid, take their final answer as color gospel things can get awkward.

My suggestion is to call Ben Moore customer service and see if they'd be willing to help you out; they sell and ship paint directly from BenM. I'd ask them to replace the wrong gallon and express mail you the proper Affinity color in Aura that you wanted because time is a factor. They may very well oblige and you'll be done - can't hurt to call them and ask.

Not like you have anything to lose with the local guy by going directly to BenM and if it does get back to him, who cares. Sounds like he's quite lucky to have inherited a business with a captured market. While it might not be his life's aspiration to be a paint store owner, he should reach for some gratefulness and get over himself or get out of the business. Clearly, it's not working for him in its current state.

I agree with funcolors. Life is too short to spend it in a snit, much less make everyone you deal with unhappy too. It just isn't that much harder to be nicer.

I came back here because a while back there was a promotion with ordering samples directly from BM, and I saw that you could order gallons too - I just wouldn't have thought to do it since I used to be able to buy the paint at the Ace just a mile or two away. I think that's worth a try -- it was probably a poor, or at least unfortunate, choice to name an Affinity color the same as one in another formulation so they helped create the problem when you get a less than careful or concerned dealer doing the mixing. You still have the custom mix as a backup.

I think it's fun to play with colors, and I like to make people happy -- maybe I should have gone into the paint business! LOL

Call Benjamin Moore. Tell them what happened. They'll probably help you out.

If they can strong arm him into dropping 5 figures on a new machine for the new colorants they can probably get him to give you the paint you actually ordered.

Went to this one BM paint store in my area once because my local store didn't carry the paint I wanted. Ordered a few gallons of one color. They mixed one gallon, put a dab of paint on the chip I selected and dried it with a heat gun before mixing the rest. Probably the best way to make sure you get the paint you wanted and something I ask others to do.

Hard to do if he doesn't carry the chips though. I'd also mention to BM that he doesn't have the affinity color chips.

Well, there are all kinds of things you can do if you don't mind burning all bridges with this guy.
Dispute the charge if you paid by credit card.
Call BM and complain.

If you don't want to do that:
Call BM and ask what you can do to rescue that paint -- -if you want to use the paint.
Call BM and ask them for an online or phone order of your Affinity TURMERIC -- if you can't use the paint you have and will take the loss.

I agree that of course it's not the end of the world, but if I am reading correctly you did not get to purchase what you requested. I would definitely dispute the charge with the Cred Card company. I have had excellent results with that (of course, when I am right -- and it sounds like you are as well) and again I would also contact BM customer service.
It's been my experience when dealing with customer service, I do it both ways- in the "contact us" on the website and also phone. I actually find the email way is better- and I do reply if I get a noncommittal kind of acknowledgement email until I get an answer. Good luck-- be nice but be firm. It's not your problem if the guy messed up and is not happy about it.

I used to have turmeric on my walls BM has 2 very close spelling colors. Turmeric and Tumeric I think. It is something like that if i remember. One is Affinity and one is in one of the big decks. Maybe that is the problem? I didn't read through all the responses so sorry if it has been figured out.

Just adding that it makes a huge difference with who you are having mix the paint.....
We had our local Ace mix 5 gallons of paint over a span of 6 months...... Each time there was a problem of one sort or another with the color

Going forward to A BM store and not one problem in at least 15 gallons. Lucky for us it isn't far away

Good luck!!!