On June 2, 2009, 288 square feet of Shaw-Traditional Elegance # 52P13 was installed in our home by Carpet Town in Madisonville, KY. The total cost, including carpet, pad and installation was $913.49. This amounts to $28.55 per square yard. As you can see, this was extremely expensive carpet, and based on the 5-star rating this carpet was given, we purchased it believing that it was extremely durable.
Within a month, a small section of the carpet was spot cleaned using Folex Carpet Spot Cleaner and a sponge. After cleaning, it was very apparent that something terrible had occurred. The carpet was completely breaking down. There was a huge fuzzy spot on the carpet. We contacted Carpet Town and Mr. Mark Weir came by to inspect. He said he had never seen anything like it before. He left stating that he would contact Shaw Carpet and would let us know when someone would be by to inspect.
On July 30, 2009, a representative of Tri-State Certified Inspection Services came by to inspect the carpet. The representative stated that Shaw Carpet had hired his company to perform the inspection. On August 28, 2009, we received a copy of the report, along with a letter from Julie Day, Warranty Claims Administrator stating that Shaw cannot honor the warranty based upon the findings that there was “excessive agitation.”
Carpet Town states that there is nothing they can do as the warranty is covered by Shaw, not by them. We disagree with the findings that there was excessive agitation. We sprayed the spot cleaner on the carpet and rubbed the spot with a sponge. How is that “excessive”? WE WERE NOT GIVEN A COPY OF THE WARRANTY, nor were we given instructions on taking care of the carpet. We have had much cheaper carpet in the past that held up so much better than this carpet has. We believe that the carpet fibers themselves were defective which made them break down when rubbed with the sponge.
We are now in the midst of removing this carpet and replacing it. This is a shame because the problem was reported within a month of spending $913.00 for the carpet and the carpet is less than three months old. It is obvious to us that this type of cleaning should never cause this type of damage.
Carpet Town refused to do a thing about this carpet. They looked at it and said, "It's not our problem". Well, it was their "problem" when we were purchasing this very expensive carpet! They do not stand behind their customers. They don't give customers instructions on cleaning the carpet. They don't do a thing other than take your money and tell you that you are purchasing top of the line carpet.
Do not buy carpet from this company. They mislead us. They could you too.
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