Be careful when dealing with the Lowes flooring department and in particular, Shaw Carpeting. I contracted for carpeting to be installed in my basement game room, nothing fancy, jus the middle of the line carpet. The installation went smoothly except for a visible seam and some rough edge areas. The installation folks returned and repaired rough edge areas and the attempted to correct the seam (with no success).
Shortly after the installation, I noticed ‘sprouts’ of carpeting (loose threads) sticking out. I figured these were simply by products of new carpeting and would subside. Unfortunately, this was not the case and the ‘sprouts’ continued to appear throughout the basement.
I contacted the Lowes service center and was redirected to the installation department. They came and inspected the ‘sprout’ situation and told me that they thought the carpet was defective and would report it accordingly. After a few weeks I was told that the carpet manufacture (Shaw Carpet) denied any responsibility and the claim was closed. Meantime my basement carpet was becoming a jungle. I was considering mowing the carpet.
I contacted Lowes and explained my dilemma and was told that there was nothing they could do. I got the same response from the out-sourced installation group as well. There was no need calling Shaw Carpet, they didn’t care.
I wasn’t sure where to turn to so I filed a complaint with the BBB (Better Business Bureau) and that seemed to get a response from both Lowes and Shaw. This interest was superficial only. They both sent out techs to physically examine the carpet and both technicians told me that, in their opinion, the carpet was defective and should be replaced. They both also claimed that the protruding seam across the middle of the game room was due to both faulty product (carpet) and installation.
This whole process went on for close to nine months and required multiple phone calls, emails and meetings at my house. At one point, the folks from Shaw placed blame on my vacuum cleaner and eleven-year-old dog. If that was the case why wasn’t the carpeting throughout the house damaged?
Bottom line, Lowes does NOT stand behind the products they sell and Shaw Carpets is just as bad (and probably worse). Ive hire an attorney and plan on filing a formal complaint. It’s not the money anymore…