Carpet Manufacturers
The Dixie Group, IncComplaints
This profile includes complaints for The Dixie Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:12/12/2024
Type: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 the carpet from ***** back last year, carpet have to many issues since we installed it. Lints are coming off, head is not standing up, it looks like it worn and I spent lot of money on the carpet. I tried calling the ******* and they are not taking care of it. I am including the letter I wrote to ******* and email do many times. No response.Business Response
Date: 12/12/2024
Hi,
The dealer that this consumer purchased the carpet from filed a claim with us on the consumers behalf in June 2023. We contracted an independent carpet inspector to go out and inspect the carpet for us. The inspection report and pictures are attached. The inspector did not find the carpet to have any manufacturing defect or fiber related warranty issues. We denied this claim. The dealer emailed the consumer that this was denied and paperwork on this denial on July 18, 2023. I don't mind to reach out to the dealer and work directly with them to send out another inspector on this if needed. Please advise.
Thank you,
******* *********
Customer Support Manager
Customer Answer
Date: 12/13/2024
Complaint: ********
I am rejecting this response because: the carpet is getting into more shady, lints falling out, it looks like the carpet is more than 10 years old. Carpet has been professionally cleaned more than 3 times. You can send the independent inspector again to check the carpet condition. I would like to get this resolved as soon as possible.
Sincerely,
**** *****Business Response
Date: 01/02/2025
Hi,
We will reach out to the dealer that you purchased your flooring from and work with them directly to assist in getting this resolved. Your dealer will reach out to you directly with a resolution as it is our protocol to work directly with your dealer as much as possible.
Thank you,
******* *********
Customer Support Manager
Initial Complaint
Date:02/12/2024
Type: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.
On Monday November 8, 2023 we had living room carpeting installed by ****** flooring gallery. Within 3-4 weeks we saw loose tuffs of carpeting throughout the living room. We reached out to ******** on December 18, 2023. They came out December 28, 2023 and took pictures and clipped all the loose ones so they would not continue to snag. On January 16, 2024 ******** flooring said the manufacturer will be calling us to set up an appointment with an inspector for the warranty process. An independent floor inspector came out 2-1-2024. ******** Floor Gallery emailed us the completed report on February 8, 2024 with The Dixie Groups denial of warranty coverage. They are saying the loose tuffs are because of pets!! The report also says they are the looped tufts. Well the tuffs coming out are not all looped. Maybe the ones by the fireplace that he took a picture of was but there were plenty others that were not looped.The carpeting we replaced was over 30 years old, we raised our 4 children here, along with 2 dogs, sometimes 3, cats and birds and we NEVER had any issues. Now within 3 weeks the new carpet installed it starts coming apart. We do not agree with the results of the inspection. Flooring should last way more than three weeks before it starts coming apart or are they saying you can have carpet as long as nobody or nothing walks on it?Business Response
Date: 02/12/2024
According to our Claims Department Manager, "The lab results and the inspection report both deny this as a manufacturing defect." Therefore, we did not find this to be covered by the limited manufacturing warranty.Customer Answer
Date: 02/13/2024
Complaint: ********
I am rejecting this response because: you do not explain what are the standards you use for determining the strand tuft bind and why they would be coming out. We were never told to only expect a few weeks out of carpet, especially when we specified to only show us carpeting that would be pet friendly and hold up. We probably wouldn’t get the number of years our previous had because the quality these days has changed. But even with pets, again, it should be more than a few weeks.
Sincerely,
******* ****Business Response
Date: 02/23/2024
The industry standard for tuft bind is 6.2 lbs for loop carpet and 3.0 lbs for cut pile carpet. This means that when the loop of the carpet is pulled, it should not release from the backing up to but not over 6.2 lbs of pressue/pull. Cut pile carpet should not release from the backing up to but not over 3.0 lbs of pressue/pull. This style is a cut/loop product. As stated on the lab test report previously sent, under the GENERAL PRINCIPLE section in the middle of the test report, in the event the material contains both cut and loop, only the loop pile is tested. The lab takes 15 pulls from 15 different sections of the sample submitted. You will see on the test how many pounds of pressure it took before the tuft released from the backing. Then they take the average of the 15 pulls and this is the average tuft bind. Your sample shows an average tuft bind of 7.7 lbs. This is well over the industry minimum standard of 6.2 lbs for loop. This means that your carpet has an excellent tuft bind and is not pulling due to a manufacturing defect. This is one of the reasons, other than the certified inspection report, that the claim is denied as not having a manufacturing defect. Please let me know if you have any more questions.
Thank you,
******* *********
Customer Support Manager
Customer Answer
Date: 03/05/2024
Complaint: ********
I am rejecting this response because: They are saying that we can plan to have holes in our carpet at minimum where the tuft bind is below industry standard.They have not given us an answer as to why carpet only lasts three weeks. It does not matter the testing. Why is carpet even being sold if nobody can plan to have it last more than three weeks? We specifically asked to be shown carpet the would be family friendly for our family situation and was sold this carpet to hold up well. If three weeks is well then customers should be told to expect carpet to last only three weeks.
Sincerely,
******* ****Initial Complaint
Date:02/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IN DECEMBER OF 2022 I CONTRACTED A FLOORING COMPANY NAME ** ** *** ***** ******* ** **** ***** **** ** *** *** ******* ** ***** TO PURCHASE AND INSTALL THE DIXIE TAITTINGER COLLECTION CARPET FOR THE PRICE OF 10,900 DOLLAR ON JANUARY 7, 2023 THE INSTALL ARRIVE TO INSTALL THE CARPET IN THE ENTIRE UPSTAIRS LIVING ROOM 3 BEDROOMS HALL AND STAIRS AFTER COMPLETION I NOTICE THAT THE CARPET LOOK LIKE IT HAD LIGHT AND DARK SPOT ALL OVER IT SOME LIGHTER SOME A LOT DARKER I THEN ASK THE INSTALLER TO MAKE A NOTE OF MY MY DISPLEASURE AND TO TELL HIS BOSS AT **** *** ***** THE NEXT DAY ON JANUARY 8, 2023 I CALL IN TO FLOORING COMPANY AND SPOKE TO BETH AT IN TO THE WOODS AND TOLD HER THAT I WAS NOT PLEASED THE CARPET IN ALL THE ROOMS LOOKED DEFECTED LOOK LIKE DARK SPOTS WAS EVERYWHERE AND IT WAS NOT ACCEPTABLE , SHE THEN STATED SHE WOULD NOTIFY DIXIE GROUP AT *** ********* ***** *********** ** ***** ***** ************ ON JANUARY 14 ,2023 DIXIE GROUP SENT OUT A CARPET INSPECTOR AS OF FEBRUARY 17 2023 **** *** ***** HAVE MADE DAILY CALLS TO NO AVAIL NO ONE WILL RETURN HER CALL NO RESULTS OF THE INSPECTION ALL COMMUNICATION HAVE STOP THE WARRANTY IS TWO YEARS ON ALL DEFECTS I NOTICE AND REPORTED THE DAY OF INSTALLATIONCustomer Answer
Date: 03/06/2023
Good after noon , I received your e-mail today asking have I heard from dixie group as of 3/3/23 I have not had any communication with them to try to address this issue all attempt or ignored please continue to advocate on my behalf thanking you in advance god blessBusiness Response
Date: 03/27/2023
From our Claims Department Manager, "This issue has been resolved on our end. We sent out an independent inspector to look into the issue. My claims analyst emailed **** at **** *** ***** a copy of the inspection report and denial letter on 2/17/23 and advised her that this is not a manufacturing issue, and the claim was being closed as denied. The inspector stated that the issue in the carpet is footprints, vacuum marks and shading. None of these are manufacturing defect and are not covered under the limited manufacturing warranty."
Please see attached claim letter sent to the flooring company the customer purchased from.
Our Sales Representative was never contacted by **** *** ***** about there being an issue with the claim's result with their customer.
Customer Answer
Date: 03/27/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******** **** i do not agree with their finding foot prints do not leave permanent spots, that is dye related the inspector was hired by the company so how is that independent i would like a copy of the inspection report the name and company who did the inspection thay hire inspector to come to your home blame the customer for their defective product that is not acceptable we will let a court of law decide is this is fair practice to treat senior citizens who on a fix income in this manner.Business Response
Date: 03/28/2023
**** *** ***** is a retail store we provided our product. They sold to the customer the Taittinger collection which has variation of color. See attached. When The Dixie Group received the customer complaint from **** *** *****, we properly responded with an inspection. The inspectors our independent from us. They are not our employee. The Claims denial letter was sent to **** *** ***** stating that there are no manufacturing defects to the carpet.
Below is a description of the collection that the **** *** *****' customer purchased.
"The wave-like striations of Dixie Home Taittinger is perfect for adding a subtle statement to your home. It has a luxurious free-form style that is formed by varying color and texture applications. The cut-loop construction and polypropylene backing ensure a high-quality product. This durable carpet is made from 100% Stainmaster® Tactesse® BCF nylon fibers that are beck dyed. It has a pattern repeat of 36” x 18.5” and a width of 12’."
Customer Answer
Date: 03/28/2023
Complaint: ********
I am rejecting this response because: i did not state in my last response that the inspector was an employee of dixie carpet i stated that the inspector was hire by the company which make the inspector a hire agent of the company which make that a conflict of interest, as for the response from the company thay took the time to send a description of the carpet which i am aware of but not the inspector report which i requested neither did thay send a copy to **** *** *****
Sincerely,
******** ****Business Response
Date: 03/28/2023
**** *** ***** should be able to present to you the inspection report. Both it and the Claims denial letter were emailed to **** *** ***** on 2/17/2023.Customer Answer
Date: 03/29/2023
Complaint: ********
I am rejecting this response because: i am total rejecting the company response do to the fact that the inspector was hire and pay by the company it would be more liikely then not for the inspector to rule in the company favor because of possible future business which would give him all the incentive to rule against the customer i still believe the carpet is defective . i am asking the bbb to archive my complaint and to post it to the site as no resolution and unresolved so that furture customers can see the scope that these company will to to deny a warranty blaming it on footprint, the vacuum and shading, i don,t remember on my order that i requested that i wanted carpet with shading or if it was a option what i did get is a carpet that was dye incorrectly. please post
Sincerely,
******** ****
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