Custom Building Products

I recently purchased some tile and grout through Home Depot. I chose the tile and grout (Custom Building Products, Oyster Gray non-​sanded) according to recommendations on a display at Home Depot. After installing floor tile and grouting, I noticed that instead of the color on the package, the grout (about half of it) dried to an almost white color (not even close to Oyster Gray). The whiteness was not just superficial, but extended throughout the depth of the grout. I took pictures and brought them to the local Home Depot, who gave me a new bag of grout to try, so I returned to the job site the next day, and proceeded to spend the next 8 hours scraping grout out, and then replacing it… it dried to the correct color. However, when I went to grout the shower walls the following day (using the same bag of replacement grout, no less) half of the grout on the walls dried white (as before, not just superficially). 2 different boxes, same issue?
I went back to Home Depot with more pictures, and they offered me a container of pre-​mixed grout so I could re-​do the job. I scraped all the grout off the shower wall tiles (2 days of scraping at this point, and customer extremely upset… I ended up giving my client a significant discount to de-​escalate the situation) and applied the pre-​mixed grout, which dried without issue.
When it was all said and done, I called Custom Building Products, and spoke to ~~~~, who was not at all interested in what I had to say. I tried to explain that it was as if the grout I had purchased was a mixture of more than one color of grout in the same container… Here I was, thinking that I’m doing the right thing and providing helpful information that would assist in them improve their quality assurance program, but instead, I hear him say something to this effect: «you’ve been talking for 7 minutes… if you’re done speaking, you need to read the container label… it says you should have called us. You must have mixed it incorrectly, or the quality of the water you’re using caused it. If you had read the label, you would know you needed to buy a chemical that we sell that would’ve fixed it.» Wow!
I told him how I had been working with Home Depot to resolve the problem, and they never told me I needed to buy a chemical product from your company to fix the problem. As a side note, I have since reviewed all of the posted reviews RE CBP grout on the Home Depot website, and about 15% of the reviews voice the same concerns about markedly incorrect grout colors… When I told him the grout problem almost cost me a client (saving grace was giving a significant discount), and two additional full days of labor with no pay, he said that CBP was not responsible. and I was on my own because I failed to read the fine print on the side of the box… I asked to be transferred to his boss (who was off that day, so I was only able to leave a voice message for the boss)… I never received a return call… What kind of business handles customers that way? Is this your version of excellent customer service???
A month has gone by, and still no call. I have met multiple times with the store manager at my local Home Depot, and he told me that when his employee initially called to address the issue on my behalf, she was treated with the same condescending attitude. The store manager called on my behalf again yesterday, and was told nothing could be done. Considering the fact that you are a VENDOR for Home Depot, I would have imagined that you would want your primary customer, Home Depot, at the VERY LEAST, to get great customer service, much less the end-​consumer… In the future, I will be buying grout from other sources.
The good people at Home Depot have gone out of their way to provide EXCELLENT customer service RE this issue, which is clearly lacking at Custom Building Products. I will continue to purchase products from them, but will go OUT OF MY WAY to avoid buying or using ALL of your products, and will be certain to share my experience in this matter with all my friends, clients, and business associates.
I get it now– the reason your company does NOT provide a method for posting reviews on your website is because your grout products have a long history of inconsistent coloration, and so this is a great way for you to minimize discussions to that end, preferring to rest your laurels on the «fine print» on the side of your containers. MAJOR FAIL

Their un-​sanded white grout turns yellow within a year of installing it. I was promised a good faith check for a product to help un-​yellow the grout. That was over a month ago I got that in writing from Art. I then called Art’s supervisor. He also gave me the run-​around.
They are liars, do not stand behind their product, and sell a flawed product to the general public although they know the white grout turns yellow.
Don’t buy from here…