Complaints

This profile includes complaints for Shaw Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shaw Industries, Inc.

  616 E Walnut Ave Dalton, GA 30721-4409

  
• 

  Shaw Industries, Inc.

  P.o. Box 429 Cartersville, GA 30120-0429

• 

  Shaw Industries, Inc.

  126 Enterprise Dr. Wentzville, MO 63385

• 

  Shaw Industries, Inc.

  616 E. Walnut Avenue PO Box 2128 Dalton, GA 30722-2128

  
• 

  Shaw Industries, Inc.

  3435 Dug Gap Road Dalton, GA 30720

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was installing a new flooring, I was impressed with a new product *****. A local flooring company suggested a product from Shaw industries. It was as good as or better than *****.
  ?
  ? Now, after problems with peeling, chipping and degradation Shaw Industries, customer service refuses to even look at the problem.
  ?
  ? A local distributor tells me this is a common complaint with the Shaw Industries product.
  ?
  ? Sounds like an excellent class action opportunity!
  ?
  ? **** ******** ************

  

  Business Response

  Date: 12/04/2024

  Shaw Industries will be more than happy to review your concern. You flooring store would need to file a claim with Shaw on your behalf, please contact your flooring store to initiate the claim. Once the claim is filed, we will be glad to send out a 3rd party independent inspector to review and access your concerns. 

  Customer Answer

  Date: 12/09/2024

  
  I have been in touch with the phone number. Listed for ************ ******** now ***** ****** *** ****. On the receipt is ************. I was told by ***** that ************ ******** is no longer in business and it is now total floors and more. Using the same address **** *********** ******* ************ ***** *********
  
  After talking to ****, who observed the floor first and told me that it was a poor product, tells me that he will file a report with Shaw industries and or you.
  
  Shaw industries has stated to you, they would send a third-party to look at the flooring. I would welcome that visit.

  Customer Answer

  Date: 12/16/2024

  As of 8 AM Eastern standard time Monday, December 16 I’ve heard nothing from Shaw-

  

  Business Response

  Date: 12/18/2024

  Once **** files the claim we will be able to send out a certified inspector to review your flooring. I do not show a claim filed as of today by your name. If you have talked to **** and he has provided you with a claim # please provide that to us. 

  

  Business Response

  Date: 02/24/2025

  Thank you for sharing the photographs of your laminate flooring. The images suggest that there has been significant moisture exposure, as evidenced by the swelling at the side and end joints. We have also received your recent correspondence indicating that both Shaw and your flooring dealer have identified moisture as the cause of the issues you are experiencing. Please be advised that damage resulting from moisture is not covered under the warranty terms.
  
  If you believe a second opinion would be beneficial, you are welcome to commission an independent inspection by a third-party specialist in laminate flooring.
  
  

  Customer Answer

  Date: 04/22/2025

  see attached

  I want to thank you for your efforts to resolve this issue.

  You were able to get a response from Shaw Industries to have a claims manager to examine the installation in questions.

  However Shaw Industries rejected the claim without even considering the promise made to you.

  Looks like the only alternative is small claims court. 

  Thank you for trying. 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold carpet by Shaw that was supposed to have built in stain guard..
  I was then told it did not have the built in stain guard.
  I was promised that Shaw would honor replacing my now 'non stain resist' carpet with new carpet, then Heathy home went out of business. That does not allow Shaw from not honor what the warranty they represented through healthy home.
  
  Warranty Claim#****** dated 05/22/2023 Authorization # *******
  ******* **** flooring has a warranty that explicitly has the customer use a professional carpet cleaning at 6 months in order to maintain a warranty. So I had their professional carpet cleaner come to my house and as he was cleaning the carpet he stated "you know this is taking off all the scotch guard protection off..
  I would like a full refund or my carpet replaced as promised by ******* **** to Shaw part of the warranty.
  Thank you

  

  Business Response

  Date: 11/08/2024

  An independent inspection was completed to review the concerns on 6/8/2023. The inspection found there to be no manufacturing defects and the carpet is performing as to be expected. Over time hot water extractions do slightly remove the topical stain protectant and this will occur with any carpet that protectant is applied to. Based on the information there are not manufacturing defects with the carpet.

  Customer Answer

  Date: 11/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I was sold carpet that I was assured had NO TOPICAL chemicals, NO SPRAYED on chemicals! Now Shaw wants to say that 'any 
  
  topical residue will come off. They sold  tge carpet saying it was BUILT INTO THE FIBERS! When the carpet was professionally cleaned by the ******* **** person they told me "you know I am washing off the protectant and you will need to get it sprayed on again". When I called ******* **** carpets they said he was just trying to "upsell" and not to worry it was " built in". I filed complaints with ******* **** they said he was fired, then weeks later I was told that were told by Shaw the carpet had NO sprayed on chemicals ( that is why I bought from a place called " ******* **** " to not have chemicals!! They called be back and said Shaw would take care of me and replace all of the carpet with the " built in stain resist" carpet in January of 2024 But when I called ******* **** to set up an appointment I found out they were conveniently out of business, and had numerous complaints. They sold me carpet with information they were told by Shaw, Shaw should do the right thing and replace my carpet (if they actually have "built- in stain resistant carpet)" due to the fact that I was sold on that premise and my carpet that is now horribly stained everywhere it was cleaned, looks like a worn out 20 year old carpet!! Or they can give my money back. I am willing to go to 3 on your side and blog about this because I am sick and tired of big corporations lying to buyers and selling their products for double and triple what it used to cost, then galsighting them with fake tests and then saying they never sold on the idea that there would not be residue from a topical product? Their supplier relied on the information that there was no topical residue that would wash off, or render the carpet to no longer be stain resist, (they fired the worker that told me for sure they used a "spray on"), now when caught in lying to their suppliers, their suppliers go out of business, but Shaw gets to walk away without honoring their warranty!

  I think we are all sick of it. 

  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 11/12/2024

  Due to the ongoing concerns with the installed carpet, Shaw will commission a second inspection to fully review the concerns. The independent inspector will contact you directly to schedule this inspection. At the time of the inspection please provide the inspector with all of your concerns with the carpet. Once the inspection is completed the inspector will submit a report to Shaw. Once the report is received Shaw will review the report and make a decision based on the all of the facts and findings. 

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Shaw has sent out their inspection person before at the time when they were claiming the carpet had NOT BEEN SPRAYED WITH A TOPICAL SOLVENT.  They were supposed to determine weather they sold me carpet that had the build- in stain resistant, ( information I relied on an the reason I paid so much for that carpet) , but instead the inspection report came back with 'no damage to fibers'. Now they want to claim another 'independent' inspection to proove what? They are now changing their story and now saying that the "topical residue can wear off" , no they sold me carpet that should not have any "topical" spray whatsoever! Like I said, I relied on this as being truthful and now they are basically admitting to my initial complaint and what the carpet cleaner confessed to me: He is "washing all the scotch guard off," and that is what gummed up my carpet and floors, let me remind you he worked for the retailer and had no reason to lie, but he was fired immediately. Then I spoke with someone that said they were told by Shaw the carpet had build in stain resistance, when it did not, she was then immediately fired. Shaw is a very large carpet manufacturer who has sold their carpet with promises they refuse to keep. My carpet was immediately worse off the day after the cleaning and has gotten progressively worse! the carpet is raised in many areas, ( from day 1 we showed the issue to the installers), it has been a waste of money and a lesson on how a big corporation can. get away with galsighting the customer.

  They are trying to get out of the warranties they have promised and I was promised my carpet would be replaced with the build in stain resist. But instead Shaw has decided to gaslight and play games with inspectors who work for them. 
  
  Sincerely,
  
  
  
  *** *****

  Shaw is responsible for the warranty they are now trying to get out of. The carpet seller promised to change the carpet out January 1st of this year 2024 and did admit the carpet install was not up to par, and was not the 'built-in stain resistant' that I was promised. I was told I could change the color to a darker one as well. On day one, the carpet was bulging in areas that have now been torn up due to being too high underneath the door to the garage, ******* **** KNEW THAT. However just because ******* **** us now out of business Shaw is responsible for the warranties promised:
  
  If a carpet seller goes out of business, the responsibility for the lifetime warranty falls on the carpet manufacturer as the warranty is usually issued by them, not the retailer, meaning you would need to contact the manufacturer directly to file any warranty claims; the closing of the store does not affect the validity of the manufacturer's warranty.  Carpet warranties are provided by the manufacturer, not the seller, so even if the seller closes, the warranty remains with the manufacturer.
  

  
  

• Initial Complaint

  Date:11/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Paragon Tile Plus Michelango Marble - 4 boxes of it (~64 sq feet) through ********* on October 31. On November 6, I was informed that they had been out of stock for a while without any plans for further production runs. Having designed an entire floor (2 bedrooms, hallway, and bathroom) around this floor option, have ordered everything else along with this, and then to be told a week later that my client can't get it is frankly UNACCEPTABLE. It makes me look unprofessional as a trade professional and now I have a client who is upset with me, out $10,000+ on other things ordered centered around these flooring options

  Customer Answer

  Date: 11/08/2024

  I think you may be able to close this out. I received follow up from the company. 

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a home from ****** in August 2019 and it was a new build. We were not able to pick any of the finishes for the home. The flooring selected by ****** was manufactured by Shaw Flooring aka Shaw Industries it was engineered hard wood or laminate. We had issues with immediately and ****** would send someone out and they would use a filler to fix the spots that were coming up. After a year ****** said we have to deal with the supplier of the floor. So at around 3 years it had gotten so bad we tried contacting Shaw with no response so we contacted ****** again and they put us in touch with ******** ******** who after a few months came out and did an evaluation of the floor and sent it to Shaw. It was determined that all the flooring must be replaced. Shaw said they would cover the cost of the material for the original flooring and that’s it. The amount of credit is around $2900. The problem is that don’t carry that flooring anymore and anything similar is $2000 more. This was a total failure of their product they need to cover replacing it. The removal of the old floor and install of the new floor is $3000. We did not pick this flooring nor did we install it. I want Shaw to cover the cost of replacing the flooring 100% since it was a 100% failure of their product. When you sell a product that fails and requires professional installation that should be covered as well. Please make Shaw do the right thing since it was their product that failed.

  

  Business Response

  Date: 11/06/2024

  Shaw Industries has agreed to honor your flooring warranty claim. We will cover the cost of the flooring currently installed in your home, which remains available in stock and can be ordered by ******** ******** at no expense to you. If you prefer to select a different flooring option, you may do so, and Shaw will cover the cost of a flooring product of comparable value. ******** ******** will provide you with options of similar quality within the current pricing range, considering the price increases since your flooring purchase in 2019. Should you choose to upgrade your flooring, please be aware that you will be responsible for any additional costs.
  
  Please note that the labor warranty for your installed flooring has expired by three years, and unfortunately, Shaw Industries is unable to cover any labor costs for the replacement of this flooring.
  
  We encourage you to contact ******** ********, who will assist you in submitting your flooring selection for approval to the Shaw claims manager.
  

  Customer Answer

  Date: 11/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I contacted ******** ******** as advised by the Shaw representative and they said that the only flooring they have in the price range that is equal to what Shaw is crediting is thinner and requires under lament for an additional $1400.  They also informed me that Shaw is only responsibility for 80% of the flooring cost even though it 100% failed.  We never received a copy of the warranty to begin with but I’m pretty sure it is supposed to last longer than 3 and half years.  Note:  it started failing around 6 months. As far as the installation warranty being up at 3 years (again did not get the warranty). There is no issues with the installation.  You sell a product that requires professional installation.  Your product failed you need to own the responsibility of replacing it completely which installation being part of the product.  We did not install it.  We want to be refunded the full amount of the floor including installation.  Send us a check so we can find a flooring company that stands behind their product and doesn’t try to deflect responsibility on a homeowner that trusted your company.  I understand sometimes products fail it’s the great companies that take responsibility and make it right for the consumer.
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 11/11/2024

  Attached, please find a copy of your flooring warranty for the product you have installed. While the product itself is covered by a longer warranty, please note that the labor warranty is valid for 2 years, and labor reimbursement will not be considered.
  
  We acknowledge that flooring prices have increased since your initial purchase. We have contacted your flooring dealer to inform them that we will honor comparable flooring options at the current market price. They will assist you in selecting a flooring solution that meets your requirements. If you are unable to find a suitable option within the Shaw line, you are welcome to explore alternatives from other flooring vendors. The ******** ***** ******* will be available to present you with a variety of options.
  
  We have already provided approval to proceed.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new home in 2019, the main floor is completed with Shaw Plank Flooring. As of a few weeks ago, the floor started to come apart. We reached out to the installation company (******** ***** ******) in Louisville. They stated the floor is not repairable and the flooring was defected due to missing edges that lock the floor together. They filed a mill claim with Shaw Flooring. Shaw flooring sent out a third party to review the floor, ask questions and take pictures. A few days later, I was told the claim was denied due to the subfloor being out of tolerance for their specs and the subfloor caused the planks to break due to the floor not being flat. No where in the warranty is it stated this is not covered. It states after 2 years, if a defect should be found that is covered and repair is not practical, the company can replace or refund the purchased prices for the affected area. Due to the areas breaking at the edges, the whole floor is coming apart. This is unacceptable, ******** ***** ****** and Shaw Flooring is not taking accountability or are not providing floors that last over 5 years. We have no big pets (2 cats) , no little kids and have not done anything to cause this. I have provided proof with pictures to both companies.

  

  Business Response

  Date: 10/21/2024

  Claim ****** was submitted to Shaw on September 19, 2024. A third-party independent inspector was engaged to examine the floor and provide a report on their findings. The inspection revealed that the subfloor does not meet Shaw's installation guidelines for flatness, and that there was insufficient expansion space throughout the installation. The factors cited in the report that contributed to the decline are beyond the manufacturer's control and accounted for the floor's failure.

  Customer Answer

  Date: 10/21/2024

  
  
  
  I am rejecting this response because according to the installation company (********* ***** ******), the issues we are experiencing are attributed to a defect in the flooring material itself rather than the subfloor condition.

  Specifically, the edge locks on the end of the planks are either absent or broken. Regardless of the subfloor as mentioned by Shaw, the planks fail to attach or lock properly. This issue has become evident after the house settled.

  As the homeowner of a property that is only 5 years old, I find this situation unacceptable. It is reasonable to expect that the planks should interlock seamlessly to ensure a stable and durable floor.

  As a consumer, I kindly request a thorough review of this matter and a resolution that addresses the defective planks. This is important to family and future consumers of Shaw’s products.

  Thank you for your time and cooperation.

  
  

  

  Business Response

  Date: 11/05/2024

  A certified independent inspector has inspected this installation and identified issues with the subfloor, as well as insufficient expansion space. It is important to note that this product is a floating floor and necessitates adequate expansion space to function correctly. The absence of this necessary space will place undue stress on the locking system, leading to breakage. Based on the evidence currently available to Shaw, this situation does not appear to be a manufacturing defect. Should you wish to contest this assessment, you have the option to engage your own certified independent inspector, specializing in resilient flooring, to evaluate the installation.

  Customer Answer

  Date: 11/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  We will follow up with the installation company and builder with these findings.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  • DATE: Carpet was installed 12-27-23
  • AMOUNT: $5000.00 was financed through ***** credit card partner
  • DESCRIPTION: Purchase and installation of carpet
  • DISPUTE:
  o Carpet and installation defective according to technician that visited location on two occasions
  ? Carpet is ‘sprouting’ threads in all areas
  ? Visible ‘seam’ across center of room
  o ***** sold 1/3 more carpeting than needed and did leave surplus carpet but what am I going to do with it? And, the price per square foot included installation
  • ***** has not tried to resolve, they only state that there is no problem
  • Carpet manufacturer (Shaw Carpet) states carpet is NOT defective even though technician stated on two separate occasions/visits that it sure looked defective
  • Bottom line: my basement game room carpet is unsightly and an embarrassment. If possible, I would like ***** to come back and remove the carpeting and refund my money (so I can go elsewhere and buy a good product/service).

  

  Business Response

  Date: 10/02/2024

  The retailer, ***** Store #****, submitted a sample of the material to Shaw for testing.  The sample was tested for tuft bind which measures the average amount of force required to pull a tuft from the carpet backing.  The minimum requirement for a residential loop product is 6.25 lbs.  The sample tested had an average pull of 6.30 lbs.  Although we found no defect in the sample submitted and our review of the run history did not reveal any similar complaints, Shaw will send a certified independent flooring inspector to the site to evaluate the installed carpet.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our new carpet was purchased from **** *** in *********** ****. We purchased Enlightened Style ***** on June 16th. The carpet was installed on July 15th. I emailed the **** *** salesman to voice our dissatisfaction and issues with the carpet. He referred this to their warranty dept. They finally arranged for one of their representatives to come out to take a look and he took some pictures of the area. I continued to call back and there was no response from Autumn with **** ***. I came Tor find out she was no longer with the company so our initial complaint wasn’t handled like it should’ve been with **** ***. We filed a complaint within less the 30 days and according to Shaw if we are dissatisfied within the first 30 days they would exchange it at no cost. Finally, we heard from another person from **** *** on 08-22-24. This person handled this and was informative through out. The arranged for ******* Carpet inspector to come out and do an inspection of the area. The inspector came out on 09-07 . We received the denial and inspection report on 09-23. The report stated our large dog was to blame. The carpet is a top of the line luxury carpet and loops are coming up everywhere. We we’re upfront with **** *** in the beginning that we had a large dog and he noticed her when he came to the house. The carpet we selected has a 20 year warranty and they said it was durable to withstand the dog. However it started this within 2 weeks from installation. We disagree with the denial claim. The other style of Shaw carpet we selected 2000 sq ft has no issues and we are satisfied with. However, this particular style we are not and for the price of this per square foot it should last the 20 years. We filed the initial complaint within the first 30 days because we were not satisfied with the performance within the first 2 weeks. The inspector took a sample that was left of the installed carpet in question. There wasn’t even a test completed on it.

  

  Business Response

  Date: 10/03/2024

  This claim was filed stating the carpet is losing tufts on 08/28/24. We commissioned an inspector and he submitted his report on 09/08 and stated he was also sending a sample for testing. We had a tuft bind test performed at our lab who determined the tuft bind was 3.23 lbs which is above the requirement of 3.0 lbs. The inspector did state the dog's nails are pulling the tufts which is considered locally caused damage, any force greater than the tuft bind of the carpet would pull the tufts from the backing. Once we received the lab results on 09/19/24, the inspection report and decline email was sent to ****** ***********  at **** *** to forward on the homeowner letting them know the concerns were locally caused. If Mr. ***** feels the inspector is incorrect they have the option of hiring a different certified independent flooring inspector to reinspect this, as that point if he finds a defect our inspector did not, we will reopen the claim and review again.

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  No where does it mention dog in the warranty. Our salesperson assured us this was the highest quality carpet.  Also, why is it that the other 1800 sqft of Shaw Carpet has no issues and it still looks good.  I find this as an unacceptable answer and disagree with this.  We want to have our flooring in this area redone.  I also have documented proof via emails that we originally began this with **** *** during the first 2 weeks.  The warranty specifically states that within the first 30 days, if you are unhappy with the carpet, you can exchange it for a different flooring just needing to pay the difference. That is what we wish to do and then why on the warranty does it not specifically list pets we are looking to exchange this flooring out, that is it 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 10/08/2024

  Shaw Industries will be glad to reach out to **** *** to discuss the 30-day satisfaction warranty. We do not have any record of that conversation. 

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  I will not be satisfied until we come to a resolution.  I want to keep this case open until Shaw speaks to **** ***.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 10/09/2024

  I reached out to **** ***, and they do not have any notes about Mr. ***** requesting the satisfaction warranty. However, we will approve claim as a 1 time only satisfaction guarantee. This has been approved with **** *** so Mr. ***** will have to reach out to them directly to coordinate. The satisfaction guarantee is a 1 time only replacement, it will cover material only. The details of the warranty are listed below. 

   

  SHAW 30-DAY CUSTOMER SATISFACTION GUARANTEE: Under this guarantee, Shaw warrants that we will replace your carpet covered by this Limited Warranty within thirty (30) days of the date of installation if you are not completely satisfied. The replacement will be of a Shaw carpet of comparable value but must be of a different style or color. If you request a carpet of greater value, you may pay the difference in price; however, there will be no monetary payment by Shaw if you choose a carpet of lesser value. All charges involved in replacing your carpet, including labor, will be your responsibility. 

  Your Shaw carpet must not have been improperly installed, abused, or damaged. Installation must be in an owner-occupied residence; commercial use is excluded. Claims must be personally inspected by a Shaw dealer.  Prior to replacement, a claim report must be completed and submitted to Shaw. Claims under this guarantee will not be considered for carpet sold as second quality, irregular, used, or mill end. Replacement under the 30-Day Customer Satisfaction Guarantee is limited to one replacement per original carpet purchase.

  Customer Answer

  Date: 10/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  I also do have a email chain with **** *** about this issue. Thank you.
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022, we installed around 1,900 sqft of ******* LVP Manor Oak throughout our house in Orlando FL that has since significantly warped and cupped throughout the entire house within 3 months and worsened over time.
  
  We raised a claim through the supplier and the manufacturer, Shaw, has completed an inspection rejecting our warranty claim. The reasons provided were that (i) concrete slab wasn’t flat and (ii) there was elevated moisture levels. The home is around 20 years old, elevated slab on ground (around 4ft) that previously had timber floating floors down without issue. The installer of the flooring leveled out various areas of imperfections prior to install. I independently checked the flatness requirements and found that most of the house was in tolerance – there was only one area of the house that was fractional out by 1/8 over 10’ and it was evident that the flatness requirements were not the root cause of the warping and cupping throughout the entire house.
  
  With respect to the moisture levels, we aren’t exactly sure how the inspector determined that there was ‘elevated moisture’ as there is no acceptable threshold levels provided against the manufacturer’s specification, nor does the ‘independent’ inspector determine a acceptable/unacceptable threshold.
  
  The installer at the time left the decision to install a moisture barrier up to us because it was optional by the manufacturer – we decided not to. In hindsight, we should have just installed a moisture barrier (the additional cost is de minimis) because we anticipate that this would have mitigated the cupping and warping. However, we view that the root cause of the issue is Shaw’s misleading and misrepresented manufacturing and installation specification that ought to have detailed the (un)acceptable moisture thresholds that would mandate a moisture barrier.
  
  Note: much of the detail has been left off this compliant and is contained in an attachment to this compliant.

  

  Business Response

  Date: 10/09/2024

  Shaw did commission an independent inspector to investigate this claim. The inspection report indicates that a Lingomat Versatec and a Tramex CM5 meter were utilized to assess the presence of subfloor moisture, with both devices indicating elevated moisture levels.
  Additionally, Shaw's installation guidelines specify the necessity of conducting proper moisture testing prior to installation. Specifically, the guidelines state that "Maximum moisture level per CaCl test method is 8 lbs. per 1000 in 24 hr. Maximum level for ASTM 2170 In-situ Relative humidity test method - 90%."
  Furthermore, it is stated, "The final responsibility for determining if the concrete is dry enough for installation of the flooring lies with the floor covering installer... Shaw Industries does not warrant nor is responsible for damage to floor covering
  due to moisture related issues."
  
  Taking into account the requirements outlined in the installation instructions and the findings detailed in the inspection report, it has been determined that this issue is not related to the product itself. Should you disagree with the findings of the inspection, you have the option to engage another independent inspector. If their report indicates different results, it may be submitted to Shaw for reconsideration of the claim. Additionally, if any uninstalled material is available, it can be provided to the dealer from whom it was purchased and sent to Shaw for further evaluation.

  Customer Answer

  Date: 10/19/2024

  
  
  Complaint: ********
  
  
  
  Shaw’s response is rejected on the following grounds:

  
  1. Threshold for subfloor moisture – At the time of installation, Shaw’s installation guidelines did not provide for the following acceptable moisture threshold: "Maximum moisture level per CaCl test method is 8 lbs. per 1000 in 24 hr. Maximum level for ASTM 2170 In-situ Relative humidity test method - 90%." This seems to have been included in their other product lines since we have purchased and installed. Therefore, there is no threshold subfloor moisture.

  
  2. Inspection Report – Even if there was a threshold for subfloor moisture per above, the method of testing subfloor moisture was not conducted in accordance with ASTM 2170 (this method requires drilling into the concrete). Therefore, the findings by the inspector that indicated “elevated moisture levels” are not relevant, nor are they a positive demonstration that the moisture levels were unacceptable against the manufacturers requirements. Please note that we independently conducted tested the moisture levels, similar to the method conducted by the inspector, and did not find any areas high level moisture; we can provide separate evidence upon request.

  
  3. Installers responsibility – Shaw’s claim that the installer is ultimately responsible for determining whether the ‘concrete subfloor is dry enough’ leads to an absurdity in liability and obligations. Firstly, and as noted above, Shaw does not establish what “dry enough” means for the purposes warranting their product; it is undetermined. Secondly, and without reference to an acceptable moisture threshold, the installer did determine that the concrete was “dry enough”. Shaw cannot now retrospectively claim that the moisture levels are unacceptably high against an undetermined requirement (and without demonstrably doing so).

  
  4. Warranty – We view that that Shaw warranty does cover the damage incurred – please see attached. Shaw states that “your Shaw product will not swell, cup, or crack due to: … Moisture from subfloor when exposed to such conditions.” The Warranty further provides that “While moisture will not affect the product’s integrity, it is possible that, when excessive moisture accumulates in buildings, subfloors, or on building materials, mold (and/or) mildew growth can occur (particularly if the moisture problem remains undiscovered or unaddressed).”

  
  Much of the requirements above
  have since been amended by Shaw in their new product lines. In summary, and talking with industry, Shaw’s
  product should have mandated a subfloor moisture barrier in all applications to mitigate this failure.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/28/2024

  The installation instructions from the time of the original installation have been attached. Proper moisture testing and requirement are detailed on those instructions. Based on the information provided in the independent inspection report, we do not believe the concern to be a manufacturing related issue. Therefore, the claim has been declined.

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ******* did not answer my responses 2 regarding the inspectors testing and 3 regarding warranties.

  
  Sincerely,
  
  
  
  ***** 

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently noticed the carpet we purchased turning color. We have 3 cats and as I indicated to the carpet inspector (shaw needed to send out an inspector) only 1, only 1, peed on the carpet from time to time when sick. Cause...you know....its a cat Different cleaners came out and it was still there only only visible under uv. Quick ****** search and that's normal...cause how it works with pet urine.
  
  I asked to have the carpet replaced. They rejected it based on the misleading report of the inspector. Stating there was blood urine mix and residual carpet cleaning soap on the carpet.
  
  1. 3 different cleaners produced the exact same error? That's a bit of a stretch
  2. If my cat had blood coming out in the urine...I would have noticed by now
  3. The inspector completely misrepresented what I stated to them. 1 of the 3 cats can't even go to the affected areas.
  
  We had the warranty for the reason to protect us, give us piece of mind. What was delivered was an over 2.month long process just to be told no, you're wrong, 3 other cleaners are wrong, we've found uv residue therefore is persistent so it's the owners fault.
  
  I've had it cleaned by several professional cleaners in the area. They all have stated the same thing. Residual due to their urine and only detectable under uv light.
  
  This was a blatant attempt to not assist the customer who spent several thousands of dollars on their product. I'm happy to accept fault where appropriate but this is shameful
  
  Buyer beware

  

  Business Response

  Date: 09/23/2024

  Per the inspection report the carpet has been professionally cleaned 7 times since installation. I show no record of receiving proof of professional cleanings. Please provide this documentation, once received Shaw will review all information again. 

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  That information was provided early in the initial investigative process and tied back to the original ticket between myself, Shaw Carpet, and ***** Carpet. Several examples were provided and identified as being added by the company (*****) to the ticket (shaw). 

  I would ask that you look there first before asking me to provide the same documentation i previously submitted. 

  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/26/2024

  Only one proof of cleaning was attached and showed to be a dry cleaning company. Shaw only recommends hot water extraction for professional cleaning. Please advise if any other proof of cleanings are available to be provided. 

  Customer Answer

  Date: 09/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Professional cleaning was performed regardless of the amount of times i submit additional proof of cleaning. 

  What are our next steps on this as this whole process has dragged on for months. 

  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/27/2024

  Proof of cleaning is not required but due to the fact that the carpet has been cleaned 7 times since installation we will need to see proof of that. Also the one cleaning receipt that was provided was for a dry cleaning which is not an approved method of cleaning for Shaw carpet. Hot water extraction is the only approved method of cleaning. 

  Customer Answer

  Date: 10/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is now a complete waste of time. 

  Various professional cleaning company's use a variety of methods to properly clean carpets, from professional chemical based solutions designed specifically to remove various stains, to water. Each company uses their own method to properly treat carpets. This is commonly knowledge when it comes to cleaning any carpet product. No company only uses water in their solutions. No carpet cleaning vaccum commonly sold on the market uses only water to wash their carpets. 

  I will not dig through to find additional receipts if the result is going to be the same response from Shaw in a clear attempt to get out of replacing a section of carpet.

  This is now ridiculous. I will ask one more time, will you please do the right thing and replace that section of carpet or notify me that you will not be?

  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 10/03/2024

  I apologize for your frustration. To proceed we ask that the carpet is professionally cleaned via hot water extraction. If the stains are not able to be removed at that time we will move forward with the claim. Once the cleaning is completed please provide a copy of the cleaning receipt and after cleaning results. 

   

  For tougher, stubborn stains, bigger messes, or a special occasion deep cleaning, hot water extraction or steam cleaning can be highly effective in restoring the freshness and cleanliness of your carpets. Hot water extraction involves the use of hot water and a cleaning solution to remove deep-seated dirt and stains from carpets, removing oils and particulates that accelerate soiling. While DIY carpet cleaning machines are available, professional hot water extraction services often yield better results and save you time and effort. Whether you choose to hire a professional or do it yourself, make sure the machine used has the *** **** ** ********. Shaw Floors recommends hot water extraction every 12-18 months, depending on the traffic in your home. 

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not understand the nature of your response. 

  I've already had the carpet cleaned several times by professionals. This would mean that i would need to clean it, and pay for the cleaning to the amount of ~$3-400 for that section of carpet. All of this...for a hot water only cleaning. 

  There is no guarantee that you won't simply resend out another inspector if i say the stain is still there, and we run through this process for another few months like before. 

  I'm willing to do that but your ask is something that my personal carpet cleaner can do. Why couldn't i do it once more? 

  I still don't understand why this is so difficult to do and has dragged on for so long. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 10/07/2024

  Mr. ******,

  To proceed with the claim a hot water extraction must be completed as per the terms of the warranty. DIY home machines are not capable of removing tough stains specifically pet stains. Shaw is willing to satisfy the warranty once you have completed the necessary steps that we have requested.  

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Between late January through February, 2024, ********* ************ ***. installed approximately
  7,800 square feet of ******** ***** ********* Luxury Vinyl Planks throughout the Project. In or around March 2024, it was discovered that the middle of the Planks were pulling up from the subfloor—approximately 5” from each end of the Planks—and not bonding to the
  adhesive. ******* informed ********** Regional Vice President, **** ******, of the defective
  Planks on or around March 14, 2024. In response, ******** retained inspector ****** ***** to
  inspect the Planks. In his March 19, 2024 report, Mr. ***** erroneously concluded that the
  Planks’ defects arose from installation issues.******** retained third-party flooring expert, ***** ******** of*** *** **********, to inspect the Planks. Mr. ********** June 24, 2024 report (the “*********”) concluded that based on laboratory testing, all of the affected sections of the defectivePlanks contained a high concentration of phthalates, namely Diisodecyl or Diisononyl. The*** Report notes that while these phthalates are commonly used in vinyl flooring products, if
  the backing of the Planks passes over a roller during the manufacturing process that is not
  properly heated, the roller will leave a section of the Plank adversely affected, resulting in a high
  level of plasticizer migration, thus reducing the Planks’ stability and ability to adhere to the manufacturing and compounding of the chemical components, and cannot be caused by installation error, substrate conditions, adhesives used, or environmental/outside conditions.
  Shaw warrants the Planks will be free from manufacturing defects. Shaw has acknowledged the Planks’ manufacturing defect as they replaced the Planks at no cost. However, ******* was also forced to incur the labor costs to remove the defective flooring and reinstall the new flooring material. To date, Shaw has failed and/or refused to respond and reimburse ********.

  

  Business Response

  Date: 09/04/2024

  We have worked directly with the dealer and this claim has been settled.  

  Customer Answer

  Date: 09/04/2024

  How can I cancel this complaint?  We have settled with the company.
  Thank you!
  
  
  ***** ****
  President