We purchased Shaw carpet from Dalton Carpet Outlet less than a year ago. We chose the most expensive and best quality that they carried. We wanted carpet that would hold up to traffick and would keep a good "cushion" feel. We went with this carpet for a few reasons. The store has this exact same carpet in their entrance way, so we seen that it could hold up to high traffic. The carpet in the store still looks practically new. And we also loved the idea of such a great warrenty, but we were pretty much assured that this is such a high quality carpet that we would never even have to think about the warranty.
We had the store's installer install it. Within a few months, we noticed that the "cushion" in the carpet wasn't there and the look of the carpet was kind of matted and pushed won. There is no certain pattern or anything to it. It almost looks like the old shag carpet from the 70's! We called Dalton Carpet Outlet to see what they suggested. They filed a claim and an inspector was scheduled to come out.
Once the inspector got to our house, the first thing I noticed was that he looked no more than 18 years old (not to be biased, but I was hoping for someong with lots of experience). Anyway, he took lots of pictures and did some measurements, but never went around the whole room too see how the carpet was changing throughout the room. He was at our house for maybe 45 minutes, even used our vacuum to do the floor himself.
After a week or so, I was contacted by the manager at Dalton Carpet Outlet. He had stated how the claim was denied do to "corn rowing" being a maintaince issue. He also stated that I should call Shaw myself because he thought that this was an unfair decision. He said he'd send me the information and a copy of the report he received.
Once I received the report in the mail, I called Shaw in GA. I spoke to a woman who was very short and rude. I tried to tell her that there were issues with the carpet that the inspector didn't even put in his report (our yarns are also pulling our of the carpet, but are guarenteed to never pull out due to the "special" backing that is on the carpet). She almost seemed argumentative with me. I had told her that I feel this was an unfair decision and asked if I could get a 2nd opinion. Even as I was trying to tell her what had happened in my opinion, she would rudely interrupt me and tell me that the findings are correct. She told me that I'm more than welcome to get a 2nd opinion at my own expense. She also told me that I could send a sample of our carpet for further testing. I was confused and told her I wasn't cutting part of our carpet out of the room. She said I could send her a piece of the remnant and she'd send it for testing. I was confused on what that would do, because they weren't going to see what the carpet was doing in our home, and when I tried to ask her to elaborate, she was more rude and snippy.
We were so excited to purchase this carpet. My husband and I are first time home owners, and we purchased a home that my grandpa had owned for years. I grew up here and my family lost the house due to divorce about 15 years ago. My husband and I jumped at the chance to get it back in my family. We are in the process of re-doing everything (floors, walls...everything), and wanted this to be such a wonderful experience. The carpet is the one thing we spent the most money on and it took us months to decide which carpet to buy. We are regretting our decision more than ever now! The way our carpet looks, we could've purchased a cheap carpet off the rack at a local hardware/remodeling store!
The experiece with this carpet, the customer service from Shaw, and just the plain dissatisfaction with the whole situation has made us uncomfortable and leary of making another carpet purchase at all.
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