Complaint Review: Shaw Industries Inc.

Purchased 2 types of Shaw carpet for my new home.  Installed February, 2007.  One of the carpets--66.66 sq. yds. (or 15 x 40 roll) of Shaw Windsor Hall Q1788, 00709 Grove Park--has severely buckled in several places.  The other carpet I purchased was installed by the same people, on the same date, and is just fine.

The dealer I purchased the carpet from--The Carpet Store of Olathe, Kansas--went out of business, but when I purchased from them, they had been in business 25 years+ and had no consumer complaints against them.  Many people recommended them as a very reputable company who would deliver what they promised.  But the poor economy has taken it's toll.

I sent a letter to Shaw Industries on January 12th, 2010, explaining the issue, and included photos.  I never heard a word from them, but I did get a call from an "independent" carpet inspector--Dana Devoe, Jr.--who came to my home and "inspected" my carpet on January 26th.  Again--never heard another word from anyone after.

I finally contacted Shaw Customer Service, was given a claim number, and a number to call.  The "Claims Analyst"--Lois Swafford--was extremely impolite and abrupt, and informed me that a letter had been sent to the dealer regarding the denial of my claim.  I explained that in my letter I clearly stated the dealer was out-of-business.  She basically said "too bad for you".  I asked to speak to her supervisor--Jean Kirk.

Jean was much nicer, and apologized for the letter not being sent to me.  She indicated she would mail me the letter and the inspector's report and asked if I would call back after I received and read the report.  I agreed.

I contacted Jean today (2/22/2010), as the report indicated this was an "installation problem", and therefore, Shaw was denying the claim as it was not a manufacturing problem.  I explained to Jean that the dealer has gone out of business, and that the other carpet installed by the same people on the same date was just fine--which would indicate to me something was different about this carpet.  In addition, I have evidence that the carpet was power-stretched when installed per industry guidelines.  Jean politely told me there was nothing more Shaw was willing to do, and that I could hire my own inspector, at my own expense, and re-submit my claim with that report if I wanted to pursue it but that I should submit to the dealer.  Again--the dealer is out of business--what about that is so hard to understand?

I plan to write another letter to Mr. Randy Merritt, CEO of Shaw Industries, asking for his intervention in this matter.  At the very least, people should be aware that they should get something in writing when they purchase carpet that indicates the carpet was installed according to industry standards, and in compliance with the warranty, and that the manufacturer, not just the dealer, will stand behind any problems with the carpet.  I spent over $5,000 on new carpet with Shaw, but unless they resolve this issue to my satisfaction, I will never purchase their carpet again, and will advise anyone I know who is looking at new carpet not to purchase Shaw either.