Report: #1009245

Complaint Review: Shaw Industries, Inc.

  • Submitted: Tue, February 05, 2013
  • Updated: Tue, February 05, 2013
  • Reported By: Zap — West Bend Wisconsin United States of America
  • Shaw Industries, Inc.
    616 E. Walnut Avenue
    Dalton, Georgia
    United States of America

Shaw Industries, Inc. sells defective, inferior quality carpet and refuses to stand behind it. Thousands wasted. Dalton, Georgia

*Consumer Suggestion: Some Comments about carpet

*Author of original report: re: Focus Blame

*General Comment: Focus Blame

Show customers why they should trust your business over your competitors...

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.
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This report was posted on Ripoff Report on 02/05/2013 12:35 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

Some Comments about carpet

AUTHOR: CMills - ()

I owned a carpet store for many years, and in general my customers were happy.  That is because I was totally honest with them.  There are a lot of variables in carpet, and a buyer who wants something that will last must talk to the carpet seller to make sure they understand what they're buying.  I know it's too late for this consumer, but Never allow your home builder to furnish carpet without your direct involvement.  That  is because of a few issues:
1./ Some carpet fibers are better for endurance than others.  Nylon is the strongest will be less likely to mat and underperform.  Second best is polyester. It often looks very much like nylon, so you have to ask what the fiber is.  It's cheaper, cleans a little easier, but is weaker.  The weakest fiber is's often used in berbers but there are also cut pile olefins out there.  It's the cheapest fiber, but isn't the strongest.  If you want carpet that lasts, start by looking at nylons.  Another issue is density....carpet that has more face weight is better than carpet that is thin and has less pile.  You should always ask about face weight....there are lots of good guides on the internet to get a better understanding of this factor. The carpet padding also makes a difference in how the carpet looks and lasts.  Cheap, weak pad is going to flatten quickly, and this problem will show as worn areas.

2/ As a store owner, I dealt with builders and I'm sure it doesn't surprise you that their main concern was price.  They wanted something cheap that looked good.  If they were the buyers, I would have to sell them what they wanted. Now let me tell you a fact that few carpet store owners will share with the public.  Some runs of carpet don't turn out exactly right for various reasons and are called "seconds" in the industry.  They are much cheaper because they have an inherent flaw that could show up in different ways (excessive shedding, flattening, off-color problems, etc).  Many builders want Only seconds because of the price point.  Seconds have No Warranty, so people who purchase it are taking a big chance. If it's your builder, he will often pass the buck to the store when the carpet fails. Since there is no warranty, who is supposed to pay for new carpet?  The builder is perfectly happy to blame the store, the store owner has no recourse to call Shaw or anyone else...

3/ The installer isn't at fault for putting in cheap carpeting:  He is paid to install whatever is loaded on his truck, and he won't have a job long if he tells the customer the carpet may be problematical. The owner shouldn't be held responsible for selling a customer what he wants...and if the customer is a builder, you are probably going to get inferior carpet.  Remember that carpet is one of the last items to go into a new home, and often the builder has had budget overruns on other issues in the home.  By the time he gets to the carpet, there is no money in the budget to buy the good stuff.

4/ Bottom line:  get involved if the carpet is going in your house.  Do your homework, go online and get an education about it, go to the carpet store With your builder and get the lowdown.  If you want the good stuff, it will probably cost you more, but it will last.

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#2 Author of original report

re: Focus Blame

AUTHOR: Zap - ()


I thank you for your comments on this matter - I will certainly agree that the product chosen may indeed be such junk, that it was doomed for failure.  We certainly feel this way, as we did nothing improper to it, yet it was troubled from our first few months of occupancy.  Unfortunately, the blame does lie in multiple places (and everyone disclaims their own fault).  The builder certainly has the choice not to sell garbage - though so does the distributor, and the manufacturer.  I can't in good conscience find a reason why something so inferior should be sold, as it simply will end up in a landfill in record time.  The carpet manufacturer(s) certainly can't believe they can keep their good name by selling such a low end product.  Ultimately, they bear some to much of the responsibility.

Additionally, the installer is making an active choice as well to install something they know will fail in an unreasonable time frame.  I personally wouldn't want to deal with someone who would take my hard earned money and have no shame about installing which lacks quality and then disclaim all responsibility.  I couldn't in good conscience gamble my money on a second install with them.... the whole fool me once idea.  All I received was a bunch of excuses and how they choose not to install an (even cheaper) grade of carpet for some builders.  I was told they would offer a discount, but at the end of the day, there really wasn't any discount when I shopped around for other quotes to see if there was any way to remove all this junk from our house.  What I really can't fathom is how anything could be much worse than what we have!

All I can say is that the carpet looked pretty much like all the other new carpet of its type, so it was impossible to know just what waited ahead.  This is honestly a complex matter, but I would have hoped  that someone would take at least some responsibility and try to make it even partially right.  So far, we have been blown off completely.  I would heartily welcome even a partial gesture to help make things right.
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#3 General Comment

Focus Blame

AUTHOR: Steve - ()

As a flooring professional for over 40 years, I have seen this happen too many times.  The home builder keeps his costs way down and in a lot of cases, the flooring dealer makes little or no money when a standard product is installed.  I feel bad that your product is not performing and without seeing it, I wonder if the carpet and perhaps the pad are such low end quality that you were doomed from the beginning.  My company refuses to deal with some of the national home building accounts because they use such low grade carpet and pad.  If the home buyer knows their 'standard' carpet comes from us we don't get the chance to ever sell them because of what they've had. 

There is so many things that can contribute to a poor appearance in carpet...perhaps the pad was as cheap as it gets or the install was inferior.  It all starts with what you got with your home as standard.  I sell Shaw products and honestly have much fewer claims with them as compared to any other mill.  Far less!
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