Karastan/Mohawk Carpet Poor Quality Carpet, Poor Warranty, Poor Service Nationwide
We purchased 450 sq/ft of Karastan Intriga Colours Carpet in 2013 from Carpet One in Durham. In 2016 we noticed that it was wearing out. We tried dealing with the store, however it went out of business. We did find out that the carpet is warrantied for 25 years (we were never provided a copy of said warranty, just a receipt), and contacted Mohawk. This is where the scam lies. The stipulations of the warrenty are supposedly that there has to be a specific type of cleaning every 18 months. We had the cleaning, but the first one was after 2 years. We are now stuck replacing the carpet. I have had builder's grade carpet hold up better. Beware of this company and its products.
2 Updates & Rebuttals
Warranty on Karastan Website
#3Author of original report
Tue, February 07, 2017
Laura,
Thank you for your response, however we did not even know the carpet was Karastan until it started to fall apart. Your distributor, Carpet One of Durham, only provided a receipt for the purchase, no warranty information. The receipt lists the carpet as "Red Barron," whatever that is. It does provide the style as Intriga Colours, which is how we tracked down the correct manufacturer.
You do not have to worry about the distributor at this point, as they are out of business.
As I am in the process of purchasing new carpet for 2 other rooms, and replacing the terrible product we purchased from you, you can be sure that I will not be buying anything from Karastan or Mohawk. You may have saved a small amount imediately by not standing behind your product, however you are losing at least twice as much in the long run by losing this customer and others who read about your products.
All of this could have been avoided with better customer service if this is just a one-off on your product.
Mohawk Flooring
Response from company
#3UPDATE Employee
Mon, February 06, 2017
Hi there, I'm Laura from Mohawk, and I'm very sorry to hear about your experience with your carpet. As you state, the warranty does require that the carpet be cleaned every 18 months by a professional carpet cleaner. We have a copy of the Karastan carpet warranty on Karastan's website, and the cleaning requirement is on page 2 of the brochure: http://www.karastan.com/pdf/Karastan_Warranty.pdf I'll be sending your review to our Consumer Affairs team, and thank you for providing your feedback - I'm very sorry again for your experience. Take care - Laura