Our carpet shopping started great but ended bad. Our sales person was fantastic and the installers did an excellent job, its the customer service that went south. They over estimated so we have an extra 12 x 14 piece of carpet plus under padding sitting in our basement that couldnt be returned.
After only 5 months there are wear tracks that dont come out with vacuuming so I went to the store to question this problem, the first thing out of the receptionist was did you have them professionally cleaned to see if that helped I said we are 2 older people with no kids and its not dirt! I could tell no one wanted to speak to me as I could see the reactions from the people the receptionist spoke to, I felt like I shouldnt be there. I was told to take pictures and email them which I did, the inspector came and I heard nothing for 3 months. I emailed to see if they had heard anything and the next day had a reply with the results, obviously theyve had results but no one thought to tell me until I asked. After spending $13,000.00 we have carpet that looks like the stuff we took out only a different colour. This company was recommended to us but I will not be recommending.
- Approximate cost of services:
- $13,000.00
- Company Response
Brenda, we are sorry to hear you are unhappy. With respect to your carpet the issue you have a concern with would be related to the manufacturing of the carpet. As per your review There has been a manufacturers site inspection, and a sample sent for testing to the Shaw / Tuftex, the manufacturer. Their findings which have been shared with you are:
"Based on the information provided by the inspection report there is no warranty defect in the quality or workmanship of the installed product. The shared link of the inspection report has been attached for your convenience and review. A complete copy of the product warranties and Care and Maintenance can be obtained by contacting the Shaw Information Center at 1-800-441-7429 or by visiting our website at www.shawfloors.com.
A sample was received and tested for wear. It passed wear testing with a grade of 4.3.
We appreciate the opportunity to review and respond to your concerns."If you contact the phone number above Shaw Industries may be able to reopen or review the claim.
Please reach out to myself, or the Ryan the salesperson to discuss the extra product you have on hand.
Regards,
Colin