I have discovered the wonderful world of Ripoff Report and feel a need to air my concerns, lest someone else end up in the situation that we are in.
In 2009, we purchased a brand new home. Included in this investment, was a substantial amount of Shaw carpet. Within a few months of moving in, the carpet began showing wear in many places and excessive wear in a few spots. We were still under the new home warranty, but all warranty claims are handled by the contractors that installed the various items.
As a result we were directed to the local Shaw carpet dealer, Malkin's carpet, that did the installation. They sent out an inspector who had the nerve to tell us that there was nothing they would do, as the wear on the carpet would be considered "normal". I'm sorry, but carpet going flat and being crushed after a few months is somehow normal?!
I argued with them about this, but they would not budge. I decided to humor them as another representative of the company offered to help us see what it would cost to replace this awful junk! It turns out, that it would be an incredibly large amount of money ($6000-$10,000 depending on "quality") for our house. Obviously we don't just have this kind of money sitting around, as most people do not. Also, as a matter of principle, carpet that costs thousands of dollars should not start failing after a few years, let alone a few months - if cared for properly, it should last many years.
Another salesperson actually told us that he would never recommend the carpet that we received, and that anything below that grade they won't even install. This is a telling statement, but of course we didn't actually choose the carpet in question (the builder did). Also, I was totally in shock how much the majority of the carpet has pilled and flattened over the few years that we have now been here. It looks gross, and is 1000 times worse than carpet of a similar style that was installed in another home that my family owned and was over 10 years old. Matter of fact, I've known many people with this common style (cut pile) carpet, and none of them look like this junk, even though they might be decades old. The really sad thing, is that some of these people have never once even steam cleaned the carpet.
The even sadder thing, is that the Shaw product is deceptive. It looked nice when it was brand new, and didn't appear cheap at first, but that illusion disappeared quickly. It royally sucks spending this kind of money, and then having a brand new house that you are embarrassed of because the carpet looks so terrible.
We've tried to take care of the carpet - vacuum it, shampoo it - but nothing changes the decrepit appearance of this carpet. Even when it was just a few months old, we couldn't revive it to look presentable.
So, caveat emptor - I wouldn't buy Shaw carpet and if for some reason you have or you do, I would not count for one minute on them honoring any warranty or quality guarantee. My suggestion - stick to hard surfaces in as many places as possible, as they are actually durable in the long term.
I also feel that Shaw should be ashamed for selling anything with such a short lifespan - the amount of environmental impact caused by the manufacture of a product like this isn't small, without even counting its disposal in a landfill after it looks too terrible to tolerate anymore.
In summary, all I wanted was for the really defective areas to be replaced OR to be given a credit since the carpet as a whole was of poor quality. It is a shame that big corporations don't take disappointed customers seriously anymore. I will definitely be letting my friends and family know to avoid this company's products at any cost.