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.

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

  
• 

  Shaw Industries, Inc.

  3435 Dug Gap Road Dalton, GA 30720

  
• 

  Shaw Industries, Inc.

  PO Box 2128 Dalton, GA 30722-2128

  
• 

  Shaw Industries, Inc.

  PO Box 40 Dalton, GA 30722-0040

  

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:04/09/2025

  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 bought ***** ********* ****** ******* Flooring manufactured by Shaw flooring about 2 years. This was a very expensive flooring which started cupping and lifting at edges within 2 years. I filed warranty claim with Shaw thru vendor where I bought the flooring. Shaw sent their inspector and denied claim stating that subfloor was uneven. Shaw inspector was using a 6 ft level on flooring which is already cuppled and lifted. When you measure flatness on lifted floor it is not going to be flat of course. Shaw floor taking this erroneous reading and claiming that subfloor is uneven and denying a valid warranty claim, Wood is lifting at edges and breaking all over the 2000 plus sq. ft. flooring. I spent lot of money hoping that i am getting quality flooring and this started lifting and breaking within 2 years. I want Shaw Floor to replace the flooring.

  Business Response

  Date: 04/11/2025

  Shaw has dispatched a third-party independent inspector to evaluate your flooring concerns. The inspection report was shared with your flooring store today, April 11, 2025. Please allow them some time to review the report, and they will reach out to you directly to discuss the findings.

  Customer Answer

  Date: 04/14/2025

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

  Flooring already contacted me on 4/8/2025 and shared the inspection report and informed me that Shaw denied the warranty claim. That is when i created this complaint,  Inspection report states the sub flooring is not level while inspector was measuring on already lifting up floor.  I respectfully disagree his statement and a reputed flooring company Shaw denying a legitimate warrant claim.  I got floor 2 years and installed it in my new home.  This expensive Exquisite Hardwood flooring i bought w backed by a waterproof core and surface sealed for extra H20 protection and easy clean-up. This flooring also features 360° waterproof protection and a ScufResist Platinum® finish for long-lasting durability.  With all these expensive features I paid for, my flooring started lifting at the edges with in 2 years.  Atleast I kindly request Shaw flooring to provide free wooden flooring replacement and I can bear removal and re-install cost.  I think this is fair.

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

  Business Response

  Date: 04/15/2025

  Shaw Industries engaged a third-party certified independent inspector to evaluate the flooring concerns in your home. The inspection did not identify any manufacturing issues; instead, it concluded that the problems are related to installation. The inspector found that the subfloor did not meet the required flatness according to installation guidelines and noted areas lacking the required expansion space. Consequently, from a manufacturing perspective, we are unable to proceed with your claim. Should you disagree with this report, you have the option to hire your own third-party certified inspector. If their findings differ from the original report, you may submit that documentation to your flooring dealer for further consideration with your claim to Shaw.
  

• Initial Complaint

  Date:03/31/2025

  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.

  To Whom It May Concern, I’m filing a complaint against ******* and Shaw Industries regarding ******* flooring (Claim #******). I purchased 1,205.64 sq ft of ******* Plus Enhanced Calypso Oak flooring from ******* on January 22, 2024, for $4,569.38. I also paid $3/sq ft for installation, bringing the total investment to over $8,100. The flooring was installed on September 4, 2024. The very next day, I submitted a warranty claim due to loud and constant crackling and popping noises coming from the floor. These noises are disruptive, abnormal, and clearly indicative of a defect. I submitted videos and audio recordings as evidence. Shaw Industries sent an inspector who confirmed the installation was done properly but claimed he couldn’t hear the noise. It was later revealed the inspector had hearing issues, yet ******* and Shaw still denied the claim, stating noise is not covered under warranty. They offered a $1,800 “goodwill” settlement, which does not begin to cover the material or labor costs. Despite my willingness to accept this as partial resolution, ******* failed to send the required documents and ceased communication. It has now been over six months since I filed the claim on September 5, 2024, with no resolution. I’ve made multiple attempts to escalate and resolve this in good faith. I am requesting: • A fair settlement that includes both product and installation costs • Formal acknowledgment of the documented defect • Improved handling of warranty claims and customer service I can provide full documentation and evidence upon request. Sincerely, ***** ****** *** *** ***** ***** *********** ** ***** ***** ******** *************************

  Business Response

  Date: 03/31/2025

  Noise-related issues are not covered under Shaw's warranty for this product. Upon the homeowner's request, the product was inspected to assess any potential manufacturing defects. The inspector was unable to replicate the reported noise and subsequently submitted samples for further evaluation. Shaw's quality team thoroughly examined the samples and could not replicate any noise while applying pressure or stepping on them. Shaw has conducted a diligent review of this claim. Therefore, the claim will remain declined at this time.
  

  Customer Answer

  Date: 03/31/2025

  
  Complaint: ********
  

  Thank you for your response, but I am formally rejecting the response of this claim for a few reasons. First, we have clear video evidence demonstrating the noise issue, and we have additional videos documenting this problem across multiple areas of the installation. The noise is even present at the last row of planks near the wall. These are all sign of this being a manufacturing defect with the locking mechanism.
  
  Additionally, the inspector sent to our home disclosed that he had a hearing impairment, which raises serious concerns about the accuracy and credibility of the assessment for specifically the noise issue. Also, as noted the install was done properly.
  
  If Shaw has conducted a further quality inspection, we request a dated and timestamped copy of that report to verify its legitimacy showing how this was tested. Until this documentation is provided, and the noise issue is properly acknowledged and addressed, we cannot accept Shaw’s decision to decline the claim.
  
  At a minimum, we’d like to see a full cash refund of the cost of flooring (Just Material). I’d be willing to absorb the financial cost of the Removal & Installation of a new floor.
  
  Please let me know if you are willing to compromise.

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

  Business Response

  Date: 04/01/2025

  The samples were evaluated by our quality assurance team during our regular weekly review session. While no formal report was generated, the review took place on November 1, 2024, at 2:58 PM. During this assessment, the materials were found to interlock without any issues, and no noise could be replicated under pressure or while walking on the samples. Please note that noise is not covered under our product warranty and is not classified as a defect. If you still have concerns, you are welcome to engage a certified independent inspector to assess your flooring. Should the inspector identify a defect, we would be glad to reconsider your claim.

  Customer Answer

  Date: 04/07/2025

  
  Complaint: ********
  
  I am writing to formally reject your response regarding the evaluation of the flooring samples. It is disappointing to see Shaw Industries seemingly distancing itself from the commitment to quality that consumers associate with your brand. The implication that excessive noise is an acceptable feature of your flooring is both misleading and unsatisfactory. No consumer expects or would make a substantial investment in flooring that disrupts their living environment with such intrusive noise.
  
  After a thorough review of the product information and warranty documentation provided, I found no mention or warning indicating that this type of noise is normal or acceptable according to Shaw Industries standards. If there are references in Shaw's materials suggesting these noise levels are expected, I would appreciate clarity on where this information is documented, as it was not evident in any literature I received at the time of purchase.
  
  Given that flooring is a significant investment for any consumer, it is crucial that the product meets expectations for quality and performance. I have attached video clips demonstrating the noise levels experienced under standard use, following correct installation procedures as per your guidelines. The installation itself was good, with materials interlocking without issues, yet the noise persists, indicating a potential defect that was not captured during your initial review.
  
  It is concerning that noise issues are neither addressed in your warranty nor recognized as a defect by Shaw Industries. This stance appears to undermine the assurance of quality and customer satisfaction that Shaw Industries is renowned for. I urge your team to reconsider my claim in light of the evidence provided and demonstrate Shaw Industries' commitment to delivering high-quality and reliable flooring solutions.
  
  Thank you for your attention to this matter. I look forward to your response to find a suitable resolution.
  
  Best regards,
  ***** ******

• Initial Complaint

  Date:02/27/2025

  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.

  Date: 02/18/2025 Complaint regarding Shaw Flooring warranty claim denial Two laminate floor tiles in my living room became elevated and broke. My installer filed a warranty claim with Shaw for this damage. There was absolutely no abuse, humidity, water damage, or any other external factors that could have caused this issue. We have maintained the floor meticulously according to all care instructions. Shaw sent their own inspector who spent only 15 minutes examining the floor. In his report, he claimed the damage was caused by a moving chair. This conclusion is inaccurate and misleading. The damage clearly shows that the top layer of the laminate was scraped off and the tiles became elevated before breaking. seemed to me like an attempt to avoid warranty coverage. I contacted Shaw to appeal this decision. They said to hire an independent inspector at my own expense. Being confident that the initial assessment was incorrect, I paid for a professional independent inspector. This inspector thoroughly examined the floor and ruled out a chair or any other object as the cause of damage. He identified multiple defects with the flooring material itself and specifically excluded installation issues, water damage, or humidity problems as potential causes. Shaw suddenly changed their requirements, claiming that the inspector needed to be a "special laminate inspector." 1) This requirement was never mentioned when they initially advised me to hire an independent inspector 2) I don't even know what special laminate inspector is. you can't find anything like that in ******. I believe Shaw is attempting to avoid responsibility for their defective product. While the repair involves replacing only a few laminate tiles, this issue represents a breach of warranty. I paid $8,500 for this flooring, and I deserve to receive the warranty coverage that was promised to me. In fact, the comprehensive warranty was one of the main reasons I chose Shaw products in the first place.

  Business Response

  Date: 02/27/2025

  We have thoroughly reviewed your concern and, as a gesture of goodwill, we have agreed to cover the cost of the replacement materials. However, please be advised that the home inspector commissioned in this instance is not a certified flooring inspector, and we are unable to accept their report as valid. Additionally, it is important to highlight that damage to flooring caused by caster wheels is specifically excluded from the terms of our warranty. We recommend that appropriate flooring protection is used under these chairs to prevent further issues.
  
  Furthermore, we have already contacted your flooring dealer and approved the cost of comparable materials. Please note that this coverage applies only to the materials; the labor warranty for this flooring has expired. Labor costs are only covered for the first two years after purchase, and our records indicate that this product was purchased in September 2020.

  Customer Answer

  Date: 02/28/2025

  
  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.

  Dear Shaw,
  I appreciate your acceptance of my claim and would like to provide some additional context about my experience that might be helpful for future reference:

  
  1) When I initially contacted you about the first report, you suggested I could order an individual inspector for a second floor inspection. However, there was no specification that the inspector needed to be a certified floor specialist. As a result, I hired a local inspector at my own expense. Furthermore, when searching online for a "certified laminate/floor inspector," the results primarily show general home inspectors. This makes your requirement seem impractical. If you could provide guidance on locating a qualified floor inspector in my area, it would be greatly appreciated.

  
  2) Regarding the damaged floor areas and sections where flooring is beginning to elevate, I want to clarify that these spaces are not near or frequently used with a wheelchair. I found the first inspector's conclusion about wheelchair-related damage puzzling and unsubstantiated. The wheelchair in question was located in a different area entirely, and the inspector did not ask me any clarifying questions. This arbitrary conclusion was what motivated my strong desire for a second, more thorough inspection.

  
  Despite these concerns, I want to reiterate my gratitude for ultimately accepting my claim. Your consideration is sincerely appreciated.
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/21/2025

  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.

  This flooring issue was going on previous to the 2-year labor warranty. I had multiple people out from the installation company to repair bad areas of the flooring. I had a Shaw inspector come out and they have found that there was deficiencies within the flooring and they agreed to pay for the replacement of the material but no labor. Please do a little bit of research within this claim as I need an explanation. Understandably the 2-year labor. But I was having repairs within a year of the floor being installed. This is a total of 2200 square feet of flooring throughout my whole home that is defective. My builder purchased this flooring at **** **** ** ****** ********

  Business Response

  Date: 02/27/2025

  Our records indicate that the flooring in your home was installed around June 2019. The first report of an issue with your flooring was submitted to Shaw Industries in February 2024. An independent inspection conducted by Shaw Industries concluded the following regarding the flooring concerns:
  
  
  - Potential moisture issues beneath the flooring.
  - An insufficient perimeter expansion gap.
  - Possible flatness issues with the subfloor.
  
  
  It is important to note that these findings do not indicate a manufacturing defect; rather, they are attributed to installation issues. As a gesture of goodwill, and given that your flooring dealer is still now out of business, we have agreed to cover the cost of new flooring.
  
  
  The labor warranty associated with this product provides coverage for reasonable labor at 100% during the first year following installation, and at 50% during the second year, provided that a manufacturing defect is identified. After two years, labor coverage is not applicable. However, we did not identify a manufacturing defect in your case.
  
  
  I understand that you are coordinating with ***** ****** to order your replacement flooring, and they have already contacted Shaw to confirm the availability of comparable materials.
  
  
  Please note that labor reimbursement will not be considered.
  
  
  For your reference, I have attached a copy of your flooring warranty. 

• Initial Complaint

  Date:02/03/2025

  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.

  After attempting to resolve safety issues with flooring product installed in my home.The flooring is and continues to be extremely dangerous for my toddlers due to the lack of grip when wearing socks and when the flooring is wet(water or pilled milk) The company has yet to honor their warranty after I provided an official statement. The company sent an “investigator” to my home and I’ve been cooperative with their approach. However, they’ve been radio silent and no investigative report has been provided.

  Business Response

  Date: 02/03/2025

  Shaw hired a certified flooring inspector to address the consumer's complaint.  The inspection took place on 11/22/2024.  The flooring was purchased through *****, and in accordance with our normal procedure, the full report was sent to ***** along with our disposition on 11/27/2024.  The inspector found no manufacturing related defect in the flooring.  The inspector stated there was a visible cleaner residue on the flooring, and while prepping areas for assessment with a pH neutral water, a sudsy appearance was noted.  The cleaning residue is likely contributing to the floor being slippery, however, any hard surface flooring can become slippery when it is wet or being trafficked in sock feet that provide no traction.  The cleaning products being used by the consumer are ******** and ****** ***** are not recommended cleaning products.  Also, we specifically state in our product specifications that the product is not skid resistant.

  As there is no defect present in the material, we are maintaining our decline.

  Customer Answer

  Date: 02/04/2025

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

  
  Dear Shaw Industries,
  
  I am writing to formally dispute your response to my Better Business Bureau (BBB) complaint regarding the ********* flooring Model #**********, which has been discontinued. Your response contains inaccurate claims and blatant misrepresentations that I will address below.
  
  1. The Flooring’s Slipperiness is a Safety Hazard and a Defect
  
  Your response states:
  
  “Any hard surface flooring can become slippery when it is wet or being trafficked in sock feet that provide no traction.”
  
  This statement fails to acknowledge the severity of the issue I have described. While all hard surfaces can become slippery under certain conditions, the level of slipperiness exhibited by this flooring is beyond what would be considered safe for normal residential use.
  •My 1-year-old and 3-year-old children continue to slip and fall on the floor even when dry and under normal walking conditions.
  •The floor’s excessive slickness is not an issue of improper cleaning but rather an inherent defect in the product’s surface texture and grip.
  •Your own product documentation fails to sufficiently warn consumers about this hazard, making this an issue of non-disclosure and product liability rather than user error.
  
  2. False and Misleading Claim About Cleaning Residue
  
  Your response asserts:
  
  “The inspector found a visible cleaner residue on the flooring, and while prepping areas for assessment with a pH neutral water, a sudsy appearance was noted. The cleaning residue is likely contributing to the floor being slippery.”
  
  This claim is both misleading and incorrect for several reasons:
  •Your inspection did not account for the fact that the flooring remains excessively slippery even when no cleaning products have been used.
  •The flooring’s slickness was an issue immediately after installation, before any cleaning products were ever applied.
  •******** and ****** ***** are commonly used household cleaners, yet you are now suggesting that their use voids the warranty, despite this not being explicitly stated in your product care instructions.

  Furthermore, the floor was not cleaned or mopped the day of inspection. Due inclement weather, the entry way and the area inspected was not cleaned. I offered to clean the floor prior to the inspection but the inspector, **** *********, refused stating "I've been in dirtier conditions" or words to that effect. In addition, the inspector was provided copies of my complaint/claim because he didnt know what the circumstances were. 

  
  
  Thus, your attempt to blame cleaning products for the slipperiness is a deliberate misrepresentation of the actual defect. In addition, it's important to note that at the time of purchase the PDMS ********* warranty document dated 2/17/2021 was issued and provided by ***** and accessible via internet (Not the *** ******" warranty revised in 2013) . 
  
  3. Shaw Industries’ Own Warranty Obligations
  
  Your ********* Warranty Document provides a Lifetime Limited Structure Warranty, which guarantees that the product is free from material and manufacturing defects.
  
  However:
  •You discontinued this product without explanation, which raises concerns about its safety and performance.
  •You failed to disclose that the flooring is excessively slick and not suitable for homes with young children.
  •Your warranty explicitly covers defects that impact the intended use and safety of the flooring, yet you are denying responsibility for an obvious safety hazard.
  
  4. Resolution and Next Steps
  
  Since Shaw Industries has refused to honor its own warranty and has attempted to shift blame onto cleaning products rather than addressing a legitimate safety concern, I am prepared to escalate this matter further.
  
  I am formally requesting the following actions:
  1.Full Replacement: Provide a non-slippery, safe alternative flooring product that meets safety standards for households with young children.
  2.Refund: Offer a full refund of the purchase price if a suitable replacement cannot be provided.
  3.Labor Costs Covered: Cover all labor costs associated with removing the defective flooring and installing a safer alternative.
  
  If Shaw Industries fails to resolve this matter promptly, I will take the following steps:
  •File a formal complaint with the ******** ******* ****** ********** ****** regarding the potential hazards of this flooring.
  •Seek legal action based on product liability and breach of warranty.
  •Publicly share my experience to warn other consumers about this unsafe product.
  
  
  If Shaw Industries refuses to take responsibility, I will have no choice but to proceed with legal action.

  Business Response

  Date: 02/05/2025

  The certified flooring inspector sent to the home confirmed that the flooring is textured as specified.  He tested the flooring with a gloss meter.  He stated the uninstalled flooring out of the package had a low gloss consistent with the product specifications.  He stated the installed planks affected with the residue had a higher gloss reading.  Higher gloss results in a more slippery surface. Our care and maintenance recommendations are:

  ROUTINE MAINTENANCE:

  Daily removal of dirt and dust is important to prevent particles from abrading the surface of resilient floors. Sweeping, dust mopping, and vacuuming are recommendations to remove soil particles that can result in scratches and worn appearances. Do not use vacuums with rotating beater bars on hard surfaces.
  Periodic wet cleaning will be necessary to help maintain the floor’s appearance. Always pre- vacuum or dust mop before any type of wet cleaning. Appropriate vinyl floor cleaning equipment and cleaning agents (neutral pH floor cleaners) are recommended. Do not use abrasive cleaners or cleaning agents that leave dull residues on the surface of the floors. Follow the cleaning manufacturer’s instructions for damp mopping and application. If rinsing is necessary, use clean water and expedite drying with air movers or fans.
  ******, ******* neutral pH floor cleaner or equivalent floor cleaner are recommended for general spotting and cleaning.
  Avoid using mop and shine products on your resilient flooring.
  Products containing bleach and steam mops are not recommended.
   
  SPOT & SPILL REMOVAL
   Our flooring products are engineered to resist and minimize common staining. 
  
  Absorb wet spills as quickly as possible by blotting with paper or cloth towels. Rinse with water if necessary and blot dry.
  Dried spots should be removed by gentle agitation and rinsed with water. Blot dry.
  Use ******, ******* cleaning products or products formulated for vinyl floor cleaning. Do not use detergents or abrasive cleaners since these products can leave a dull residue.
  Use rubbing alcohol (isopropyl alcohol) with a clean white cloth for spots requiring a solvent type cleaner that water and cleaning agents cannot remove.
  Please note that some stain conditions may become permanent.

  
  SAFETY CAUTION: The surfaces of resilient floors change during wet cleaning and finish applications. Use appropriate safety measures.

   

  ****** ***** Cleaner Label states:  ****** ***** cleaner can leave floors slightly slippery1. To avoid accidents, it is recommended to rinse the floor with water after cleaning and allow it to completely dry before walking on it1.

  ******** states:  It is important to rinse thoroughly after use to prevent slippery surfaces.

  Both the inspection report and our care and maintenance instructions are attached for your review.  The floor is not being properly maintained, and the maintenance being performed is known to lead to slippery surfaces.

  Further, Shaw has no history on the product for complaints of it being too slippery.  If the consumer disagrees with the inspector's findings or our decision not to replace the flooring, they have the option of hiring a certified independent flooring inspector at their own expense for a 2nd opinion.  They can locate at certified inspector in their area by visiting the certifying agency's website *************.  We recommend the consumer have the flooring cleaned by a professional to remove the residue on the flooring.

   

• Initial Complaint

  Date:01/24/2025

  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 bought a new construction home from ****** in 2020. ****** installed shaw lvp flooring. Interior logistics group installed it. The flooring recently started curling at the seams in the office that barely gets used (maybe once every 2 months when I file paperwork away). Interior logistics groups filed a claim with shaw since shaw has a longer warrenty than ******. Shaw sent someone out to run a report. Prior to arrival I moved all furniture to side of room so inspector can see. I rolled up and put away a platic floor matt that the chair sits on and moved desk and chair aside. Chair is no where near the curling floor. Interior logistics group says they can't do anything since shaw denied the claim because chair caused it with no protection. That is a false claim. And I can not get ahold of anyone. Everyone pins it on someone else. The floor is barely 4 years old in the least used room in the home.

  Business Response

  Date: 01/24/2025

  Claim ****** was filed regarding material curling. An independent inspector was appointed to assess the installation. During the inspection, the inspector observed curling only in the vicinity of the office chair and did not identify any other areas in the home with similar concerns. If you have a different perspective on the findings presented in the inspection report, you are welcome to engage your own certified independent inspector for a further evaluation of the installed product. We appreciate the opportunity to revisit this matter. Thank you.

  Customer Answer

  Date: 01/24/2025

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

  Did the inspector take pictures of the chair near the curling area? I'm curious and would like to see the visual proof as the chair is not kept near it.

   

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

  Business Response

  Date: 01/27/2025

  The inspector did take photographic evidence to support his findings.  Please refer to the link below to review the report and photos. 

   

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

  Customer Answer

  Date: 01/27/2025

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

  So how are you denying the claim. The chair is not near it and a chair matt is used as well. What exactly is the grounds for denial. You claim it is the chair but can not even prove it was the chair and the person that came took pictures.

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

  Business Response

  Date: 01/28/2025

  Shaw Industries has engaged an independent inspector to address your concerns and has provided the relevant documentation for your review. If you still have objections to the report, you have the option to engage your own certified independent inspector for further evaluation. Please note that the current status of this claim remains declined. 

  Customer Answer

  Date: 01/28/2025

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

  First Your inspector moved my chair after i left the room. Second I had a ******* chair matt that keeps the chair from touching the floor. It was wrapped in bubble wrap and placed behind couch so inspector can have full view of all the floor. Eith way chair is kept no where near the buckled that has occurred. The report clearly states high moisture was detected which I have no idea how that happens but upon googling it my research showed that high moisture levels can cause lvp flooring to curl/buckle.
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/22/2025

  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 had a new home constructed (by ** *****) in 2019, we had "Upgraded" Shaw Vinal Plank flooring (Forte' Pro 3) installed over 700 sq. ft. of the home. In 2023 we started noticing raised seams in the flooring and contacted ** ***** to correct the matter, they referred us to the Flooring Contractor ( ********** ******* ******) who sent out an inspector who took pictures (when you take a pix of the floor at right angles it looks like the waves of the ocean, peaking at every seam) and floor samples from a box in the garage. ********** filed a claim (#******) with Shaw and they agreed to provide new replacement flooring, which indicates to me that they accept responsibility for the defective flooring. The problem with this is it only covers the flooring (which I paid over $5000.00 for installed) it does not cover the cost of de-installing the old flooring, base boards, threshold molding, then reinstalling the new flooring, base board, painting and hauling away the de-installed materials. ********** couldn't provide an estimate for the install (because they are contractors for KB (they will only work off PO's from **) so I got an estimate from a ***** contractor who Quoted $4300 for deinstall and reinstall of all of the above, not including the flooring. At this point I'm not even sure if I want Shaw Flooring back in my house since it didn't even last 4 years (of a 10 year warranty). I think Shaw Flooring should be responsible for the cost of a complete de-install/re-install project since it was all a result of their defective manufacturing process. This doesn't take into consideration the inconvenience and time I have spent to resolve these issues.

  Business Response

  Date: 01/23/2025

  Shaw has approved a material only replacement with no labor coverage in accordance with the warranty parameters. A copy of the warranty is attached. 

• Initial Complaint

  Date:01/06/2025

  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.

  Complaint Against **** ******* **** and Shaw Floors Regarding Defective Flooring Dear Better Business Bureau, I am filing a formal complaint regarding defective luxury vinyl floors installed in my home by **** ******* ****, using Shaw Floors products. Details of the Issue: Product Name: Shaw Floors Luxury Vinyl Floors Model Number: ********** Color: 07087 Nominal Size: 7" x 48" Thickness: 0.197 in Square Footage: 18.91 SQ FT (1.76 M²) Installation Date: June 2022 Installation Company: **** ******* **** Address: *** **** ********** ****** ********* ** ***** ****** ******************* ****** ***** ******** Since installation, the flooring has exhibited manufacturing defects, such as [briefly describe defect, e.g., warping, peeling, or discoloration]. I contacted Shaw Floors to report the issue, and they directed me to **** ******* **** Upon contacting **** ******* ****, they located the installation records. However, they have not provided any solutions to resolve this issue. Efforts to Resolve the Issue: I reached out to Shaw Floors, who redirected me to **** ******* **** **** ****** acknowledged my claim but has not offered a repair, replacement, or refund. Desired Resolution: I am requesting a solution to the problem, which may include one of the following: Replacement of the defective flooring. Repairs to address the defect at no cost to me. A refund to cover the costs of the flooring and installation. This defect appears to stem from a manufacturing or installation issue, and I believe both parties bear responsibility for ensuring customer satisfaction. Supporting Documents: I am prepared to provide evidence, including receipts, installation records, and photos of the defective flooring. I trust that your intervention will help resolve this matter in a timely and fair manner. Thank you for your assistance.

  Business Response

  Date: 01/14/2025

  Thank you for reaching out in regard to the issues with your flooring and taking my call last week to discuss. A claim will need to be filed on your behalf by **** ******. We have reached out to **** ****** to discuss and are in the process of getting a claim filed so that we can review further. Once the claim has been filed someone from **** ****** and/or Shaw will reach out to you with further information.

• 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.