Complaints
This profile includes complaints for Shaw Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 79 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/30/2023
Type:Service or Repair IssuesStatus: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 built our home here in E. Northport NY with Shaw-engineered flooring back in 2004. We purchased it from Professional Flooring in Rome GA. They are no longer in business. We noticed recently that the floor is splintering. It is not happening on every plank but it is happening sporadically in each of our 4 bedrooms.
The product name is Avalon (AVC01) and the color is Maple (00100). The flooring has a lifetime guarantee on it. Shaw sent someone to evaluate the floor. " According to this report's conclusion, at the time of inspection, the flooring was found to be exhibiting face-checking and dry cupping. The concerns with the dry cupping and the face checking are consistent with "fluctuations in environmental stability". See the attached warranty and care and maintenance documents regarding Shaw's recommendation to maintain the relative humidity in your home between 35-55%. Based on Inspector's findings, no manufacturing defect was found. Shaw is unable to honor this claim as a manufacturing defect. This is a ludicrous response especially since we were never told: "having a relative humidity of between 35-55% was the only way to enforce a warranty claim." If this were true then my entire floor would look like this but just sporadic boards. We also have a dehumidifier in our basement yet the report shows we don't have one. This flooring has been well taken care of. We only dry-mop it with a dust mop and use Bona which we get from Home Depot every few months. . Most of the flooring is covered with runner or area carpets. This defect has occurred both under the runner and on the open floor. This is clearly a defect in the product. To offer nothing but a "sorry" is not an acceptable business practice. I do not expect that after 20 years I would have new floors courtesy of Shaw but they did not even offer to fix what hair clearly failed.Business Response
Date: 02/01/2023
We have reviewed you concerns. Shaw flooring that exhibits manufacturing defects those defects will normally present themselves pretty quickly after installation. I do see that you have some concerns with the inspection report. We would be glad to take another look at this claim from a manufacturing standpoint. If you would like you can commission your own independent inspection for a second opinion. The inspector must hold a current hardwood flooring certification. Certified flooring inspectors can be found online from flooring site such as https://www**********/ or https:/***************************/
If you would prefer Shaw to commission another inspection for a second opinion we would be glad to do that as well. We would send a different inspector in your area to your home to complete another inspection. We would review the new report and disposition the claim. If a manufacturing issue is present we would be glad to talk to you about the next steps.
I have also included a copy of your products warranty. This explains what is covered and what type of items are excluded from the warranty,
Please let us know if you would prefer to commission your own second inspection or you would like for Shaw to send another 3rd party inspector out to review your flooring.
Customer Answer
Date: 02/02/2023
Thank you for your response. The gentleman you sent was very thorough and I don’t doubt or question his knowledge on flooring. My issue is that this checking and cupping (I hope I have the terminology correct) is not consistent on every board (or every room for that matter) . It is sporadic, some in places of heavy traffic some in place that are covered by rugs. If the humidity or environment were the factor, it would be consistent on most if not every board. To send another “independent inspector” that is hired by Shaw is pointless. For me to have to hire my own inspector and have Shaw fall back on the fine print is pointless . I am not asking you to pull up my floors and replace them , I’m asking for replacement boards for what is damaged which is 50 and 60% of my floor. Either way, I’ll be forced to replace this flooring .
Business Response
Date: 02/08/2023
I sent the inspection report and you concerns over to someone in our quality group to review. Their review indicated all wood will not react the same to moisture. The biggest difference will be spring wood and summer wood graining. With that said the relative humidity appears to have been on the extreme low end and with this material being installed 20 years it will show the effects of low moisture, low humidity and RH. Per the independent certified inspector the cause is not due to manufacturing issue and Shaw will not be able to participate in the claim. For the flooring to change after 20 year of installation outside factors would have to be considered. Manufacturing defects would normally present themselves within a two year timeframe of installation. With your flooring being installed 20 years ago and with product changes we would not be able to find flooring that would match your flooring in color, thickness, composition and profile as these have changed over the years.
If you do not agree with the findings in the report you are more than welcomed to hire your own certified independent inspection and get a second opinion. If that inspection were to say something different you can submit to Shaw for further consideration on this claim.
Initial Complaint
Date:01/26/2023
Type:Product IssuesStatus: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 over 1000 sq ft of laminate from Lowes about 5 years ago. I am now preparing to replace it because it looks bad. I did reach out to Lowes but they are not responsible for replacing it as this is not an installation problem but is related to the material. It has peeled in places. It is swollen and it did not last although it was advertised as pet proof and water resistant.Business Response
Date: 01/26/2023
This material was purchased through Lowe's and Lowe's will need to file a claim in order for Shaw to review and respond to the complaint. Lowe's has the necessary information needed to process a claim with Shaw.Initial Complaint
Date:12/12/2022
Type:Product IssuesStatus: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.
Flooring installed due to an entire 1st floor flood. Purchased from lowes and was directed to Shaw for warranty and product issues. Shaw sent out an independent inspector. After inspection they found that the installation was not the issue and was Indeed a flaw from the factory. Great. NOPE , there employee in charge of NOT being accountable, ***** ******** confirmed that it was done on there end and when our contractor installed it he should have seen it...WHAT. This is ridiculous because you can only see it when natural light hits it , and wasn't found till 2 days after partial Installation, partial due to cabinets on back order. . So know I'm on the hook for tear out , trim pulled and reinstalling flooring . Shaw , ***** says they aren't responsible for there flawed product. Exact words.Business Response
Date: 12/13/2022
In reviewing this claim. Based on the notes from the consumer, the three planks with the bubbles were noticed after the floor was partically installed. Shaw will need a copy of the itemized labor bill for the plank replacements and install. Please send this to the attention of ***** ******** at *****.********@ Shawinc.com and reference claim ****** on the labor bill.Customer Answer
Date: 12/21/2022
I have sent the bill as requested to Nancy K******* (it is also attached to this email).
***** *********
Business Response
Date: 12/21/2022
The labor request has been received. Shaw will cover this labor and you will receive payment within two business weeks.Customer Answer
Date: 12/21/2022
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.
Sincerely,
***** *********Customer Answer
Date: 01/13/2023
I Sent an email and did not receive a response from Shaw on this matter. I'm not sure what i should do next or how to proceed.Thanks*****Business Response
Date: 01/13/2023
Shaw has covered the cost of the installers bill for $3633.72. A check will be mailed out within the next two weeks.
Customer Answer
Date: 01/30/2023
I want thank you for your great service to me in times when nobody seems to care. Your AWESOME. Check has came and cleared. My family and I truly appreciate it.Thanks***** *********Initial Complaint
Date:11/28/2022
Type:Product IssuesStatus: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.
Purchased 2015 ft of Shaw Coretec PPE HD luxury vinyl from Carpet Barn in Little Rock, Ar. Feb 2022. Invoice number *******. Flooring was installed a month later, stored in the home prior to install.
Some time later we noticed the flooring was cupping. It got worse over time. 100% of the flooring is cupped, including the 3 boxes of extra flooring that was never installed. We provided several pictures and a sample of the uninstalled flooring to the Carpet Barn for a warranty claim. Claim ******. Ashlee at the Carpet Barn told me that this particular flooring had several warranty claims on it by others.
Coretec sent an inspector to our home in October 2022. She agreed that the flooring was defective. Shaws electronic version of the inspection report doesn't mention that the flooring is cupped. It incorrectly states that we are claiming warranty on 50% of the flooring. The only information in the report is measurements to support their claim that the flooring was installed incorrectly so they can deny the warranty. The 3 boxes of extra flooring is cupped. Any installation is moot. Anyone unfamiliar with LVP can see the uninstalled flooring is defective.
Carpet Barn told me they had sent the piece of flooring I provided them to Shaw and it was found to have no defect.
I provided Carpet Barn with a box of uninstalled flooring. The owner put it together on the showroom floor and tried to tell me it was fine. The ridges can be seen with the naked eye from 50 ft. It was comical. I laid a straight edge across the flooring so he could see the spaces under it. This is after he told me he went through this inspection process with an installer and the factory rep from Shaw and no one had seen anything wrong with the flooring. The retailer clearly has something to hide or something to gain by helping Shaw deny the claim.Business Response
Date: 11/29/2022
I have reviewed claim file ****** for the *****'. The third party inspector's report has not been altered in any way from the submitted state. The photos with the report do show some cupping; however, this can be the result of the lack of expansion which was also noted in the report. The sample submitted to Shaw was one plank which had been cut into three pieces and could not be evaluated. Additional samples were requested at that time but were not provided. Based on the information available to Shaw, the claim was declined as an installation related concern.
We would be glad to look at an uninstalled box of the material. I have attached a prepaid FedEx label to be used to send in the box of material. Once received, it will be evaluated by the quality manager for the complaint of cupping. This process will typically take 3-5 business days. The outcome of the review can be communicated to both the homeowner and purchasing dealer.
Initial Complaint
Date:11/14/2022
Type:Product IssuesStatus: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.
In June 2022, I purchased carpet manufactured by Shaw through the Costco /Shaw Flooring Partnership. I specifically asked for and paid more for carpeting with a very dense, thick pile. In June, the carpet was installed, which I loved. However, after a month it began to separate from the backing. I promptly notified the installer and they sent a sample of the carpet to Shaw for testing. Shaw determined the carpet to be defective. The installer informed me that they strongly advocated for Shaw to replace all the carpet and not just the areas (bedroom, closet, and hallway) where it was separating. In September, Shaw agreed to replace all the carpeting.
Unfortunately, the replacement carpet was a significantly lower pile density than the carpet I paid for and received in June. I expressed my concerns to Costco and Shaw. I also paid $700 for an independent textile lab in Dalton, GA to test both carpets and they confirmed my suspicions. When I provided copies of the lab results to Costco and Shaw, they indicated the significant difference in "pile height" was within the range of the manufacturer's specifications for the carpet I purchased. First, my complaint is not about the pile height. My complaint is about the significant difference in pile density. PIle density and pile height are two different areas of measurement--they are not the same. No one has addressed my concerns about the significant difference in pile density. Second, the purchase contract I signed with Costco does not include any specifications (beyond the name) for the carpet I bought. So, I was charged more for the dense carpet, however, there is no way to determine what I paid for versus what I received because the information was intentionally left out of the contract. So, now that I have a complaint, Shaw says, the carpet I received is dense and meets their specifications. What does that mean? Shaw and Costco refused to provide me with the specifications for the carpet I purchased.Business Response
Date: 11/29/2022
This claim is currently being resolved with the end-user.Customer Answer
Date: 11/29/2022
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. The business has agreed to provide me with carpeting that meets the manufacturer's specifications for which I was charged.
Sincerely,
***** *******Initial Complaint
Date:11/09/2022
Type:Service or Repair IssuesStatus: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.
On October 18th, 2022 I filed a warranty claim with Shaw (#******) and while my initial response from the business whom I have to place the claim through responded with "they typically don't warranty small issues", I find that the lack of any response to the claim unsatsifactory.
Whether the issue is many hardwood pieces or a simple clear defect with one or two boards, if you stand by your product and offer a warranty, then you should honor that warranty.
Such a painful process to jump through to get a defect addressed.Business Response
Date: 11/09/2022
Claim ****** was filed on your behalf by your flooring store. Shaw Industries approved a repair request from Elite Flooring on 10/28 and submitted payment to Elite Flooring. The homeowner will need to work with Elite flooring to schedule their flooring repair.Customer Answer
Date: 11/11/2022
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.
Sincerely,
******* ********Initial Complaint
Date:07/29/2022
Type:Product IssuesStatus: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.
No resolution made and I can’t get a second inspection. First inspector came which he was very unprofessional had his wife with him to do his job was yelling at her I felt awful for her. He didn’t address main issue which was foot stains all over floor that won’t come up. He told me bona. Well I tried bona and that didn’t work either. Then contacted shaw they said try shaw cleaner and vinegar and water. So I tried them spaced apart so I wouldn’t damage floors and neither worked. Not only do I have stains but I have spots with very noticeable separations now. Shaw told me they reopened my case and sent it to quality management that was a month or so ago and no call or anything. No one has helped me with this. My floor shouldn’t have foot stains that just never come off and separation. I got this floor in 2017 and its discontinued now. I feel shaw owes me a refund on my floor at-least for terrible quality of it. I tried all there advice and nothing works and the company that installed refuses to get another inspector because apparently its normal to have hazing and foot stains that never go away. Its just horrible that these companies don’t honor there product. I am stuck with a stained footprint floors till I get new floors.Business Response
Date: 07/29/2022
This claim was submitted to Shaw for review on 2/24/22. A third party inspector was commissioned to evaluate the installed material. The inspector reported the backing from an area rug had discolored one area of the flooring in front of a sliding glass door. The homeowner also complained that she was not able to clean footprints off the floor. The cleaning method stated to be in use is not the recommended method/products. The conditions found are not covered by the product warranty as they are locally caused. The dealer was notified of the report findings and our decision on March 8, 2022. The homeowner contacted Shaw directly on July 1 to ask for further review as she disagreed with the outcome of the claim. The quality manager for this product reviewed the style history; there were no issues with the product finish noted. There were no photos with the report that showed footprints - only the marks from the area rug were visible. The dealer was advised on July 12 that the decline would remain in effect. Based on the information we currently have available to us, there are no manufacturing or warranty related issues in the flooring.
We understand that the homeowner does not agree with the decision. If she chooses to do so, she may hire a certified inspector on her own -- a listing of certified flooring inspectors can be obtained at www.fcits.org and www.woodfloors.org. If the result of the second inspection indicates additional issues that need to be addressed, the homeowner can submit the report to us. We will review the report and claim for further processing.
Customer Answer
Date: 07/29/2022
Complaint: ********
I am rejecting this response because: No one has taken a plank to check for any manufacturing defects. Also, my floors shouldn’t be holding footprints that don’t come off. I want to address the fact you said that wasn’t proper cleaning method for flooring. Your inspector recommended bona, also emailed shaw which I still have email and they recommend the exact same products on my floor. The floors should be able to be cleaned this has been an ongoing issue that has only gotten worse. I also explained that to inspector but he didn’t pay any attention to me at all or listen. He didn’t take any pictures of footprints like I showed it was bare minimum effort. How do I clean the floors then if the products shaw told me to use aren't correct? I made sure to use your recommendations. I only used water vinegar mixture shaw recommended once since she said since said if you use it over time can damage floors. I am attaching your email of floor cleaner
Sincerely,
******* ******Business Response
Date: 08/02/2022
As a courtesy to the homeowner, we can send a third party to the home to test clean an area of the flooring. If this is acceptable, we will proceed with contacting the cleaning company.Customer Answer
Date: 08/02/2022
Complaint: ********
I am rejecting this response because: okay that is fine to send someone to test clean, but if the prints don’t come off floor what would be the next steps?
Sincerely,
******* ******Business Response
Date: 08/03/2022
The next steps following the test cleaning would be determined by the results of the cleaning. We cannot do anything further until this is done.Customer Answer
Date: 08/03/2022
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. Okay When will I hear from this company for the test cleaning?
Sincerely,
******* ******
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