• Report: #589519

Complaint Review: Shaw Industries, Inc.

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  • Submitted: Sun, April 04, 2010
  • Updated: Fri, May 21, 2010

  • Reported By: Jack — Fort Walton Beach Florida USA
Shaw Industries, Inc.
616 E. Walnut Avenue Dalton, Georgia United States of America

Shaw Industries, Inc. Lowe's, Lowe'a sold Shaw Carpet. Shaw declined claim, Lowe's wouldn't do anything more after Shaw declined. Dalton, Georgia

*Author of original report: "Jan" called from Shaw

*Author of original report: Received a call from Shaw Industries

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In 2007 I bought carpet for my entire home, 2000 sq ft. and decided on Shaw Carpet at Lowe's. I had a sample piece ordered 12X12 inches so I could exam all the fibers.  It is a frieze with several different types of fibers some thick, some thin. It was very beautiful took $10,000 to carpet the whole house. 

I notice after 6 months the texture of the carpet was changing.  I called Shaw and spoke to a Customer Service Rep.  I was told after walking on the carpet the appearance will change and that was normal and that it would never look like it did when first installed. I wasn't happy about that at all.  We then discussed the types of vacuums to be used on the carpet.  She said not to use the beater brush of the vacuum, only use a suction vacuum. I wonder why I wasn't told that by Lowe's.  I asked what brand of vacuum cleaner was that?  She gave me a name that was told to her by other customers. When I researched the vacuum cleaner, I only found it in certain cities and was distributed for custodial use.  The price was in the $600.00 range and wasn't available to look at,  It had to be ordered.  I called Lowe's to see if they had heard about this cleaner and would they be able to order one.  Their answer was no, they hadn't heard of it before and no they couldn't order it.  Funny, you would think, if the carpet Lowe's sold could only be used by a particular vacuum cleaner, you'd think they would sell it then. The salesman should have told me if you buy this carpet you have to buy a special vacuum that sucks only.

So now the manufacture of the carpet has told me not to use a beater brush.  I can't buy a new vacuum from Lowe's.  The Salesman didn't tell me I wouldn't be able to use a beater brush vacuum.  I tired using my Hoover without the beater brush but there wasn't enough suction to lift up the fibers to suck the dirt out.  I bought a carpet rake and that still doesn't pick up the fibers nor did professional carpet cleaning. 

I have two short-haired inside dogs and I must vacuum often.Their short hairs are now embedded under the fibers of the rug and rug is now lying flat and ugly. I have bought 2 new vacuums since, a Dyson Animal 25 and a Sears Canister that has a high setting for shag rugs.  Both have beater brushes and I still can't get the fibers to stand up and unfortunately the fibers are now separating and turning fuzzy.

I called Lowe's in 2009 about my problem and they contacted Shaw.  An Independent inspector came out and took pictures and measurements of the fibers.  A report was then sent to Lowe's.  Shaw denied the claim and said it was normal.  Lowe's wouldn't do anything because the manufacture wouldn't do anything.  I was told I needed to have filed a complaint within the first year of installation of the carpet. 

This report was posted on Ripoff Report on 04/04/2010 04:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Shaw-Industries-Inc/Dalton-Georgia-30722-2128/Shaw-Industries-Inc-Lowes-Lowea-sold-Shaw-Carpet-Shaw-declined-claim-Lowes-wouldn-589519. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Author of original report

"Jan" called from Shaw

AUTHOR: Jackie - (USA)

I am very embarrassed this morning after re-reading my updated report.  The called I received was from "Jan" in the Claim's Department at Shaw...not Pat.  I have wanted to add an update ever since Jan called and got the ball rolling.  I waited because I was having problems getting clarification about the process of replacing the carpet from Lowe's.  After going into the store yesterday, I received more detailed directions. Unfortunately in my haste, when I wrote my report late last night, I mixed up the names.  I so wanted to let "The Consumers" know my problem had been addressed and action was currently taking place.....Shaw Industries came through for me!

    
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#2 Author of original report

Received a call from Shaw Industries

AUTHOR: Jackie - (USA)

I am happy to report, I received a call from Pat in the Claims Department at Shaw Industries April 15, 2010. We had a very long conversation about the report she received from Ripoff report.  I was very surprised by her call because I honestly didn't expect to hear from anyone.
     Pat was very nice and empathetic to my frustrations. She said when I first had my carpet installed, Shaw didn't put instructions in their roll about suction only vacuum cleaners, they started in 2008 I believe.  Pat said my carpet would be replaced at no charge and Shaw would pay for the installation of the of the new carpet.
     I actually started crying tears of joy.  My faith in big corporations/manufacturers was restored, thanks to Pat.  I am overjoyed to know my $10.000 wasn't wasted.  I know I will be able to find something nice again.
     These are a few questions I had for Pat: 
1.  I asked if she would help me with my next purchase.  I asked if I gave her carpet style numbers would she look up the warranties and see how durable the carpet was for my needs.  I didn't want to get anything like I had before.  She accepted my request and gave me her direct number.
2.  I asked who did I need to talk to at Lowe's.  She had already called Lowe's before calling me and got the name of the individual I needed to talk to.  She then said, let me call and find out his schedule next week and I'll call you back.  She did just that.  Pat was absolutely wonderful!!  Very polite, informative, and willing to help me anyway she could.
     I have been to Lowe's and spoke to the Install Manager about replacing my carpet.  I asked a very nice sales associate to order several 12x12 samples for me to look at, but as of yet, I haven't made a decision.  Unfortunately, Lowe's hasn't been as accommodating as Shaw.  They have given me conflicting store policies.  I went into the store today and spoke to the Sales Manager who has worked at Lowe's for 4 years.  She seems to know how things should be done. 
     I am thankful I found Ripoff Reports and I am looking forward to a happy ending.
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