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.

  3435 Dug Gap Road Dalton, GA 30720

  
• 

  Shaw Industries, Inc.

  PO Box 2128 Dalton, GA 30722-2128

  

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:11/28/2023

  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.

  I built a new ** **** in 2020 in Heritage and had wood floors installed. As soon as I dropped a knife the floor got a gash in it. Since then ANYTHING dropped causes nicks. I’ve had engineered wood before and never had this issue. Neighbors in my HOA say they have the same issue. I want Shaw to replace these problematic floors because they are bad quality.

  

  Business Response

  Date: 11/28/2023

  We are sorry that you are displeased with your Shaw flooring. We will need to have a claim filed so that we can take a look at the flooring. A claim will need to be filled with the store the flooring was purchased through. ** ***** should be able to assist you in filling the claim or getting you in contact with the flooring store directly to file a claim. Once a claim is filed, we will send out a 3rd party inspector to investigate your concerns further. 

  Customer Answer

  Date: 11/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find I will file a claim with the local store thru ** *****. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/21/2023

  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.

  Shaw LVP flooring was installed in our house late December 2019. 1 year after installing floor it started lifting at the locking edges. The installer came and replaced the bad boards (approx. 3 boxes). Within a month the same planks and additional planks began lifting at the edges. They came back out and replaced those (approx. 5 boxes). Again, shortly after same thing. Shaw was called to come inspect the flooring. They stated it had been nailed to the subfloor in two small areas and that was causing the issue. The installers came back out fixed the issue and brought with them 9 boxes Shaw had sent. Of the 9 boxes only 2 could be used due to the locking mechanism already being broken on the 7 others. Our flooring had already been pulled up, so we went with no flooring in half our livingroom for over month while Shaw tried to find more. The boxes Shaw sent were a new style of the flooring that had a cork base. They said it would match up with the old flooring. After installing this flooring it did not match, it was thicker and a completely different texture. The problem became much much worse even though the "issue" that had originally been reported to have caused it had been fixed.
  We have 2 small children who have cut there feet multiple times on lifting boards. Now we are in a new house with masking tape all over the floors. The installers will not do anything more and neither will Shaw.
  We believe Shaw should have at the very least installed the newer type flooring everywhere instead of piecing it together with the non-matching old style.

  

  Business Response

  Date: 11/28/2023

  Claim ****** was filed 06/27/2022 with Shaw for this customer. This was inspected in July 2022 by an independent inspector commissioned by Shaw. The findings indicated no manufacturing related concerns found. The issue is isolated to one area in the home and determined to be consistent with the cabinets/kitchen island installed and nailed down after the flooring was installed by their contractor. All other areas of the home had no issues.
  
  The report findings were discussed with the flooring dealer.  The dealer did visit the home and confirmed the report findings. They advised the bookshelves and cabinets were on top of the installed floor and screwed into the floor.  They have made several attempts to help the customer resolve but advised they would need to contact the contractor that installed the bookcases, island, and cabinets as this goes against the Shaw installation instructions. At this time, we would recommend the same. 

  Customer Answer

  Date: 11/30/2023

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

  The issue is not isolated to one area of the
  home. Areas include the livingroom, kitchen, dining room, main hall, and master
  bedroom. The kitchen cabinets are not installed on top on the flooring or
  nailed to it (see photos). The island is set on the flooring, however, it is
  not anchored down and can move freely with it. An expansion gap was also added.
  
  If there are no manufacturing concerns with the
  flooring then why were 7 of the 9 boxes supplied at one point unusable? I'm not
  sure how one can reach this conclusion after looking at
  two planks from the same box. The installer even complained and showed us how
  easily the locking tabs were breaking off. Also, why after creating an
  expansion gap between the bookshelves, that were stated to have been screwed to
  the floor, the problem still persists?
  
  To summarize, Shaw states the issue is isolated
  to one area of the home, this is not true. They state the cabinets are
  installed on top of the flooring, again not true. Lastly, they claim the island
  and bookshelves sitting on the floor are causing the issue. Expansion gaps were
  added, new flooring installed, and yet the new flooring is doing the exact same
  thing. Everything they have stated about the problem is either not true or has
  been resolved and yet there are still issues.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 12/13/2023

  Based on the inspection report obtained by the third party and the information obtained by the dealer during their site visits, we are confident that the Shaw material is not the cause of this concern. If you are disputing the finding you can commission your own resilient certified inspector. If that report has a different finding, you can provide that report to us for reconsideration. 

   

  You can find a certified inspector by going to any of the sites below.

  *********
  
  *********
  
  ********
  
  *********

  Customer Answer

  Date: 12/14/2023

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

  Based on an inspection report with numerous inaccuracies,
  which you have ignored... Per the dealer/installer, the locking mechanism on
  this flooring breaks very easily, which they showed us as they expressed their
  frustration with it.
  

  Let's pretend the report was 100% accurate and a Shaw
  dealer/installer corrected everything the report said was causing the issue. The
  broken planks were then replaced with brand new ones. Two weeks later the issue
  starts back worse than before. Would it not be obvious the flooring is the
  issue after having eliminated all other possible causes?
  

  Also, another problem you chose to ignore is half of the
  flooring does not match. The replacement flooring does not lock together correctly
  with the old flooring or match as you said it would.
  

  Of course another report would have different findings, I
  have proven the report you had done was inaccurate. Why am I to pay
  hundreds of dollars for another inspection for you to “reconsider”. There are no
  guarantees you would do anything when another report had different findings. Based
  on the inaccuracies of the first report Shaw should send out another inspector.
  

  At this point we would be satisfied with a refund for
  the material cost of the LVP flooring only. 
  

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

  

  Business Response

  Date: 12/21/2023

  Reaching out to consumer via email on verification of last statement.

  Customer Answer

  Date: 12/27/2023

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

  Currently in contact with Shaw representative about a refund.

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

• Initial Complaint

  Date:11/03/2023

  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.

  Carpet purchased from local company that is not a part of this complaint in any manner. My situation is the carpet which is two years old next month has within the past few months shown a significant difference in high traffic areas. I realize the significance of high traffic but the carpet is showing wear. I am concerned as this is not quite two years purchased, what will be the situation in time. I know how to take care of carpet but even with the vacuum on low it is not raising the fibers. My complaint is that I wrote Shaw a month ago and explained this to them. I questioned should I have purchased higher quality or how is the warranty going to handle this. I asked at some point I would like a representative from Shaw directly and not the installer or local retailer I purchased from to offer some insight and please come out to inspect. I am concerned over their warranty in general since there is no response. I received no phone call, email or letter. No one likes to be ignored. My letter with supporting purchase documents is there somewhere. I now don't want anyone to come out and want no phone calls. I want them to respond through you. This could have been handled very easily on the forefront and now it will take more work for them to back pedal and take care of this. This could have been something quite easy for them to explain.

  

  Business Response

  Date: 11/06/2023

  This response is regarding Shaw claim ******. A independent inspection is scheduled to take place on 11/8/2023. Once the inspection is completed the inspector will submit a report to Shaw. The report will be reviewed and then next actions can be taken on the claim. 

• Initial Complaint

  Date:10/30/2023

  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 2019 we bought Shaw Carpet through ***** ****** ** ******** ***  We used the pad that was recommended by Shaw which should give us an additional 10 years of wear from the carpet. The dispute is between us and Shaw Carpet Inc. The carpet has a warranty of 25 years, however, despite following the care guidelines and only having 3 people in the house, the carpet and the pad have mushed down to where there is no padding left in the high traffic areas. Shaw required that ***** ****** submit the paperwork for the claim, and then offered us $850 for 4 year old carpet. That does not seem like a reasonable amount given the amount we paid for the carpet in the first place. At this time I'm filing a claim for them to either reimburse us the cost of the carpet and pad, or replace the carpet and padding. As you can see from the email traffic below, I've tried multiple times to resolve the issue and am being stonewalled.

  

  Business Response

  Date: 10/30/2023

  Claims will be in touch with ***** ****** to help resolve.

• Initial Complaint

  Date:08/03/2023

  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.

  see Attached document
  

  7/26/2023
  
  ****** ******** ****** ***** ********* **** ***** *********** ** *****
  
  
  RE: Complaint against Shaw Flooring and Request for Resolution Assistance
  
  
  I am attaching an email that I sent to Shaw Flooring early this month. It sets out the gist of my unhappiness with Shaw. I had their flooring installed throughout my retirement home some three years ago. i am 80 years old and an amputee. l am restricted to a wheelchair or my electric scooter to move around my home. The problem is that Shaw's product is not suitable for homes where someone is confined to a wheelchair. Their flooring snaps together and the weight of wheelchairs and scooters
  causes the flooring to fall apart in the areas where two pieces snap together. This has been known by manufacturers but it was not communicated to Shaw's distributors and installers, at least in time to do me any good.
  It cost me a little over $7000,00 to have Shaw's flooring removed and a new product installed. Obviously I think Shaw should at least share in that cost, and, more importantly, they need to communicate this problem to their distributors. i hope that the thousands of people in my shoes will be told to avoid the purchase of luxury vinyl products that snap together.
  
  
  Any help you can give me would be much appreciated.

  

  Business Response

  Date: 08/07/2023

  We have received and are reviewing this complaint. We will be reaching out to Mr. ******** to discuss.

   

  Customer Answer

  Date: 08/18/2023

  ***** at Shaw Industries was supposed to get back to me, but I have heard nothing from anybody.  Could you please contact them again?
  Thanks,
  ***** ********

  

  Business Response

  Date: 08/18/2023

  A response was emailed to Mr. ******** today at 3:30.

   

  Customer Answer

  Date: 08/21/2023

  This matter has been resolved.  I am awaiting a settlement check.  Your help is greatly appreciated.

• Initial Complaint

  Date:07/07/2023

  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.

  shaw carpet installed 8 and 10, feb 22
  stain appears May 22 on stain resistant carpet. Try clean carpet clearer- just steam. stain disappears only to reappear.
  Shaw rep finally comes dec 1,2022. Passed test for problem covered by warranty. Next another room same carpet has another non removable stain.
  Shaw does not sent replacement carpets and should cover installation costs as the time passing for help is too long. They say carpet is on its way and it has not been sent.

  

  Business Response

  Date: 07/07/2023

  Material was replaced in December 2022. A new claim was filed on 04/07/2023.  We have requested photos and cleaning receipts on 04/07/2023, 04/14/2023 and 04/21/2023.  Shaw will reach back out to our dealer and request these items again in order to proceed with the claim. 

  Customer Answer

  Date: 07/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Shaw had a rep in my home to see the stains with his own eyes so why say need photos? I had sent photos to the business that sold me the carpet much earlier. They sent it on to get rep to my home. Then business that sold me carpet said Shaw never asked for cleaning receipt which was shown to rep when he was in my home. This is all just to keep delaying standing behind their warranty, I feel.
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Customer Answer

  Date: 07/12/2023

   I sent pictures of stains this morning by text to BBB at ************ - ****** ****** this morning for her to forward to Shaw. I was told long ago, I would not need cleaning receipt and as a year has been spent waiting for a reply , I do not know where the receipt is. The Shaw rep who came to my home and got the warranty approved was at my house and saw the stains and receipt. The second stain was just cleaned by going on Shaw's information on stains where they said to use vinegar water- did not work and afraid to use anything else as cleaners said just water. I hope this does the trick.

  

  Business Response

  Date: 07/13/2023

  Shaw will reach back out to the dealer for photos and additional information in order to get this resolved.

• Initial Complaint

  Date:07/05/2023

  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.

  I bought and installed Shaw Covington ar a customers house. After 6 months the tiles started cupping around all four edges. I filed a complaint with Shaw flooring and they sent out an inspector. He said that i gave 1/2" space around the whole floor which is great bc it only calls for 1/4". But the space has nothing to do with cupping. Shaw agreed with me that it was a manufacturing problem but then their report said I left roo much expansion gap. So thet declined my claim. The claim was for replacement of my floor for 1600. This company is a scam and they do kot pay for anything.

  

  Business Response

  Date: 07/07/2023

  Mr. **********,

  We have reviewed your warranty investigation with Shaw, ref claim #******. The installed flooring was inspected by an independent inspector, at the time of inspection the expansion space was measured anywhere from 1/2" to 1" which is adequate. Moisture readings taken during the inspection reflected that there was excessive moisture present which is the cause of the cupping that the flooring is exhibiting. Per the information shared with the inspector, no moisture testing was performed prior to installation as required in our installation instructions. Your warranty claim with Shaw remains declined as the cupping is not due to a manufacturing defect it is caused by site related excess moisture. 

• Initial Complaint

  Date:06/08/2023

  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.

  I purchased Shaw laminate flooring from Lowes on November 7, 2020 and installed it that week. We have installed other brands of laminate flooring in several of our houses. (we live in and homes we rent out.) All the other flooring still looks great - 10+ years later. In 2008 I installed another brand of laminate flooring in the main part of my house. I installed Shaw flooring in another part of my house 11/2020. The 2018 flooring still looks great, but immediately the seams on the Shaw flooring began to weaken and fall apart. I filed a warranty December 2020. Shaw sent an inspector who said the warranty was void because (1) we didn't cull the product (2) we had a wood stove in the home (3) they found one area in 1000sqft that was 1/16" difference in the floor over 2-4' area. None of these reasons are valid because (1) we did cull the product, we didn't put damaged product down (2) we also have electric and HVAC heating/cooling in the home also so the house stays temperate (3) the warranty allows upto 3/16" difference in 10'. I reached out to Shaw to show them their reasons weren't valid. They told me my only recourse was to hire an inspector from a website they sent me, but there was no inspector in my area. I asked them what to do next. They didn't respond. I reached out to Lowes - they reached out to Shaw - but they didn't respond. We filed a new complaint December 2023 because the width became really bad and the boards were completely separated. They said I couldn't file another warranty eventhough the issue was way worse. We went through same process of them not respondingto Lowes or us. I went to file a complaint May of 2023 and called their complaint line first as they requested. I called 5 times, each time I was forwarded to a different person, who said they have nothing to do with complaints. On 5/9/23 I was told by 3 different Shaw employees, that even though they weren't the complaint, they would get back to me. None have.

  

  Business Response

  Date: 06/08/2023

  Shaw will contact Lowe's store #***** and notify them that we will approve replacement of your flooring. Please contact your Lowe's store to order replacement materials. 

• Initial Complaint

  Date:06/02/2023

  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.

  We purchased new flooring in 2016 for our living room, kitchen, utility room and small bath. All floors in all rooms have issues. Cracked and peeling up, separated with gaps. I was told there was nothing we could do. We purchased from *******. So the last 2 years it has just got worse and worse. It all needs tore out. Very disappointed in this flooring.

  

  Business Response

  Date: 06/02/2023

  Mrs. **** please contact ******* to file a warranty claim, they will submit the claim to Shaw to review your concern.

  Customer Answer

  Date: 06/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to comp****t ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/11/2023

  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.

  I bought flooring for my brand new home in June of 2021 and my Shaw flooring has been buckling and the lips are curling up in my master bedroom and dining room. This is a on going situation, nothing still has been done. They keep giving the run around on the lvp flooring

  

  Business Response

  Date: 05/11/2023

  Please provide the Shaw retailer name and send a copy of your proof of purchase.   We will reach out to the retailer to get your claim started once we have your information.