ComplaintsforShaw Industries, Inc.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  12/21/2022

  I have sent the bill as requested to Nancy K******* (it is also attached to this email).

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

  Business response

  12/21/2022

  The labor request has been received.  Shaw will cover this labor and you will receive payment within two business weeks. 

  Customer response

  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 response

  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

  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 response

  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

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  11/29/2022

  This claim is currently being resolved with the end-user.

  Customer response

  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

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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,
  ******* ******

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shaw carpet Fast Ball II was installed in my new build home. We have had the home for just a little over 7 months and the carpet is already showing signs of wear and matting. From what I understand the carpet should have a 5 year warranty however, the builder is not wanting to do anything about this issue. We are barely home and carpet wear after 7 months is unacceptable. We have requested a call from Shaw to get this rectified and have still not received a call after almost a month.

  Business response

  07/22/2022

  We will contact **** Rug and request that they submit a claim with Shaw on Ms. ****'s behalf.  **** Rug must provide the purchase information on Ms. *****s carpet.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased Perfect Solutions Summer Lodge Vinyl Plank Flooring July 2020. The floor was installed. We didn't move in house until July 2021. Within three month's the floor started breaking on sides, chipping & top layer peeling off. I called **** ****** in Hattiesburg, Ms. talked to manager . He said, he would email me a form to fill out & return to him. He would send it in & they would send a licensed inspector to look at it, however if it was our fault or contractor's fault We'd be responsible for inspection. I decided to do some research myself on the manufacturer, checked the BBB. There were eighty three complaints of how the process turned out to all be the customer's or contractor fault. I decided to find a certified floor inspector. Ms didn't have any so I found a few in Alabama. Called, left message. ***** *******@**** *************. He returned my call within a couple day's. Explained the situation & asked was we required to use the inspector of their choice. He said, absolutely not. First available appt was in Feb 2022. He came out, did inspection. First problem, **** ****** sold us the incorrect underlayment pad. Second, the product was a manufacturer defect. We had to wait on the report's from B**** ************ ************* took about eight wks. I went to **** ****** & spoke with employee Will. He pulled up my receipts, I had them as well. He contacted manager@home because he was on vacation. I explained who I was & what he told me. He told me that I didn't follow store protocol. He told me how to handle it. I told him I had the right to hire my own inspector that would be unbiased to both of us. I called my attorney, he said, get them to give you a copy of the store policy & warranty information. I called, spoke to Will & he said, he'd email it. That was over a month ago, still haven't received it. They want customers to get aggravated & say forget it. Well we're not those customer's. If they won't stand behind the product they shouldn't sell it

  Business response

  07/05/2022

  I have been unable to find a claim# in our system.   Do you have a claim#?   

  Customer response

  07/05/2022

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 17519233, and find that this resolution is satisfactory to me.
  Sincerely,
  ****** **********

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid ********* **** ******** $22,400.00 to supply and install approximately 1000 sq ft of Shaw's Prodigy HDR Plus luxury vinyl plank. The installation was done by a professional using the glue down method. The project was completed in early August 2021. For about 2 weeks the floor looked fine. Subsequently, the spacing between the planks started to increase and shortly thereafter we noticed some plank ends started to buckle or peak. Some crosswise cracks also appeared. We have roughly 35 unsightly peaks and 5 cracks. A claim was filed on our behalf and Shaw sent out an inspector. We have just recently been advised that our claim has been denied. We have not been provided with any written report supporting the denial. Notwithstanding the denial, we believe the product was defective and/or the installation instructions and other information provided by Shaw was either inadequate or incorrect.

  Business response

  06/29/2022

  The home owner allowed an inspection by a third party agency.  The report advised they product had been compromised by the installation crew who pulled the backing off of the product; therefore, the warranty no longer applies to this product.  

  Customer response

  07/06/2022

  
  Complaint: ********
  I am rejecting this response because: I would appreciate receiving a copy of the inspection report.
  Sincerely,
  **** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Shaw Luxury vinyl plank flooring for our rental condo in March and April of 2020. We paid over $2,000 for the flooring. In January of 2022 we were called by our tenant regarding a plumbing issue and it was at that time we notice this issue with the shaw flooring separating at the seems. We contacted ***** for more flooring product to replace the defective flooring and were told they stopped selling it and Shaw stopped making it. We contacted Shaw and tried to file a claim, but we were told by Shaw that ***** had to do the claim. So some time prior to the ***** adjuster coming out, ***** did file a claim with Shaw and Shaw denied the claim to ***** and did not give them a reason according to the manager of the ***** store where we purchased this flooring. ***** sent out an adjuster, Ryan Mason on April 5th, 2022 to inspect, measure and take pictures of the condo floor separating, buckling and cupping. We met Ryan at our condo on April 5th to let him in. ***** just sent me an e-mail today that they conclude it appears to be a manufacturing defect and that I had to go back to Shaw. But since Shaw will not accept any complaint from me, ***** customer, it seems I and getting the run-around from Shaw flooring. I would like BBB to help us. See if BBB can get the company to tell us how it is they can offer a product warranty and then simply deny honoring it. I would like Shaw to compensate me for their faulty product.

  Business response

  05/23/2022

  Claim 229107 was submitted for **** *******.  The claim was reviewed and declined due to the material being installed in a rental property.  This would not be covered under the product warranty.  Shaw will reopen the claim and send a third party independent inspector to review the material installed. 

  Customer response

  05/23/2022

  
  I am rejecting this response because the Shaw "Luxury Vinyl Plank Flooring" I purchased at Lowes was defective and the flooring separated, cupped and buckled after just two years.  If Shaw says the warranty is null and void because my unit is a rental, then why bother to send in an inspector.  He will come to the same conclusion that the Lowes adjuster came to, that the product is indeed defective. Then reject my claim because its a rental.  I have purchased and installed **** ****** version of vinyl plank flooring, and have never had a problem with it in the other rentals I own.  My tenants are nice young professionals and have taken very good care of my unit.  Shaw thinks the floor was some how abused because its a rental, but that is just an excuse.  I spend a lot of money on this awful Shaw flooring,  My unit is almost 1200 square feet, and now I am left high and dry by Shaw and Lowes and have to replace the entire floor, and after just two years. 
  
  Sincerely,
  
  **** *******

  Business response

  05/24/2022

  Shaw would like to opportunity to have the flooring inspected to see if there is a manufacturing concern.   If it reveals a manf. concern, Shaw will be glad to replace the flooring. 

   

  Customer response

  05/24/2022

  
  My wife and I and my tenant spent over 4 hours at our rental unit watching ***** adjuster take photos and measurement on Thursday May 5, 2022.

  On May 20, 2022, ***** responded it was not an installation issue but a manufacture issue and to contact Shaw directly. This is not possible, and Shaw originally denied our claim through ***** without an explanation. Shaw no longer carries this flooring at any ***** store or at any Shaw warehouse. Stating the warranty is void because it is tenant occupied is ridiculous. I believe the only reason Shaw wants to send in "their" adjuster is to tell us it is not the Shaw product warping but the installation of the product causing the warping failure. I have many investment properties and have upgraded to vinyl in many of them with no such issue. Shaw has no intention to honor the warranty, Shaw justs want to say they did everything they could to rectify and help a hapless consumer. I will not waste my time or my tenant's day off to have Shaw act like they actual want to make thinks right by honoring the warrant. There is no mention on boxes purchased at ***** if installed for a rental property any and all warranty is null and void. By the way my tenants are both veterinarians they don't go around warping Shaw flooring. I don't believe BBB can do much for us. This inferior flooring didn't make it past 2 years. Horrible, awful product. No wonder it was discontinued. I will definitely **** the manufacturer and their product. 

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

*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. ↩