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.