Benjaminmoore Reviews 3

Have been ordering from BM Australia for past few years and have to say their service has been fantastic. I have found them to be responsive to any queries and recently they even called me directly when I placed an order of a particular sized can they were out of stock of and upsized me for free. This was delivered interstate by the next day.

I love BM colours and so happy we can get this paint range in Australia. Quality is superior to our other paint brands here. Thankyou!

I have been ordering through Benjamin Moore since 2022. The were originally based out of Sydney with Tenaru and their customer service was AMAZING. I bought many litres of paint through here and I would receive the paint 1-2 days after placing my order (regional NSW).

Fast forward to 2025 and I need more paint to continue with our renovations. I noticed that they are now based out of Brisbane. I placed my order on the Sunday. I sent an email 4 days later since it hadn't been shipped. No response. Sent another email 8 days later. No response.

So I called them. They told me someone would call me back within 30 minutes about my order. 2 hours later and I get a call back (from the manager?) who said that they had had the cyclone (which I knew) and they were trying to locate my order, which they found out the back and it was there all ready to be shipped.

They sent it, I got it 4 business days later (couldn't track it as the tracking was showing invalid - emailed about that but, of course, they didn't respond). The paint was mixed on the day that I made the phone call. It wasn't "ready on a shelf waiting to go out." They had forgotten about it, and it wouldn't have been sent had I not called.

Terrible, terrible customer service. I have no idea why they changed from Tenaru in Sydney to somewhere else in Brisbane, but it was a terrible decision, which is unfortunate as Benjamin Moore paint is great paint. If your order is taking a while to ship, you will have to call them, because chances are they have forgotten about your order!

Quality of paint, perfection.
Range of colours, perfection.
Australian distribution, horrendous.

I ordered a few tester pots on the 5th of January 2025 and did not receive till 17th January 2025 - their website states delivery may take between 2 and 5 business days but they’ll let you know the next business day if their unable to meet service level.

Still undecided on colours and loving the quality, I placed another order on the 18th of February 2025. I spent $150 on tester pots plus a few of their tools. I didn’t expect much when it came to shipping but didn’t mind due to the efficiency of the customer service when I did reach out due to the delay.

It’s now 3.5 weeks since that order and still no shipping updates. Due to cyclone Alfred, they do have shipping delays noted on their website but my order was placed 2 weeks prior to this hitting. I sent an email 9th March - no response. I sent another form of contact via their website 12th March - no response.

I’ve spent a total of $260 and I haven’t even ordered my final paint colours and will probably have to start again with something more accessible due to the delay in shipping. Imagine if my project had a timeline. Not really ideal spending money for what? A few patches of pretty paint on my wall in which I’ll now have to cover up with Dulux. Should have just stayed with an old faithful instead of being sucked into a ‘superior brand’ that has inferior service. Not good guys. Benjamin Moore Australia is letting the brand name down!

Please note, I’m not in a rural location. I have no issues with deliveries.

**update, finally got an email back from Mark on the 18th March 2025 - Mark advised order would be shipped on the 25th of March - this didn’t happen.

I sent a follow up email on April 1st 2025 - Mark apologised and advised that he’d at least send half the order the following day as some items were not available till the following week and he would send those separately…. This also didn’t happen.

I have just sent another follow up today 16 April 2025 asking for a refund or I’ll be taking this to the ACCC.

Appalling service. Do not order from them!!