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Business Profile

Carpet Manufacturers

Invista Stainmaster

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet Manufacturers.

Complaints

This profile includes complaints for Invista Stainmaster's headquarters and its corporate-owned locations. To view all corporate locations, see

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Invista Stainmaster has 3 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Stainmaster carpet and padding the best of the line was purchased on 5/25/21. I called due to stains that keep reappearing. I was told the carpet had to be professionally cleaned every 18 months for a valid warranty. I was never told this fact upon purchase I did have 2 professional cleanings and supposedly the second one was 2 or 3 past the **** of 18! Also as well as shampooing myself every few months or so. They refuse to keep the warranty. I'm am extremely upset as the carpet is not of good quality as expected. Stainmaster i thought was better than this and it's not. You can see by photos stain never come out totally reappearing dark again

    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Stainmaster has been selling known defective product through ***** for years! I recently bought one of their products from *****, just to find out there is a known manufacture defect, in the middle of installing it, yet they continue to sell them. After returning the product and reading the reviews. It is clear that this product is known to have a defect and yet I still was able to buy it, then had to spend the time and money to load it back up and return it like countless other Lowes Customers.

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Stainmaster carpet from ************ in ***** on 6/1/2021. I did not have the carpet installed until my puppy was house trained. Install occurred in July or August of 2021. On April 5th I was given a French Bulldog puppy from my son as a retirement gift. As much as I tried the puppy left urine stains that I noticed after the fact. I had O iClean Carpet cleaners come out in July 2022 to clean all my carpets. I even paid for urine spot remover. Within weeks the spots returns and were bigger. I tried cleaning the carpets myself and again within a few weeks all the scans were back. On August 22, **** I hired some super quality carpet cleaning to come out and professionally clean my carpets once again the stains came back within a few weeks. On October 1 I went into BNR flooring where I had purchased the carpet and they assured me that my stain master carpet had an excellent warranty but that I would need to contact Lowes who bought the stain master line of carpet. On October 7 I sent I called ************* warranty department and did not hear back I emailed their department and got a reply from a woman named ************************* she referred my case to someone named **********************. ****** emailed me instructing me of the items they required to open a claim. **** email indicated I would need to send them proof of purchase of the carpet copies of the professional cleaning receipts of which I had to oxy clean and superior quality carpet cleaning and pictures of the stains I did this in a very timely fashion I did not hear back from anyone so I sent another email. I received an email back from ************************* stating that she was confused about the information she received that apparently there was a receipt for a ***************** in another state. This was their error not mine. Ive spent $700.00 in professional carpet cleaning only to be being Told that the dates are outside the 30 day window that their warranty requires. I dont want to spend more on cleaning I want refu

    • Initial Complaint

      Date:10/03/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 purchased new carpet for our home in September 2019, Phenix Stain Master ***********. In August 2022 while dealing with a sick pet, our living room carpet because stained. I contacted the company we purchased the carpet from and Stairmaster refused to work with them and was advised I needed to contact Stainmaster directly regarding the warranty claim. After speaking with someone, I was advised in order to initiate the claim, the carpet has to have been professionally cleaned in the last 30 days. This was frustrating as the we just had this completed 45 days prior. I then had the carpets recleaned and submitted the claim with the requested paperwork including proof of purchase, four cleaning receipts and photos of the affected areas and full room. I received a response on 09/12/22 noting the cleaning invoice from July 2020 needed to be updated to reflect the rooms. I contacted the cleaning company who advised they cannot change their invoice. I updated Stainmaster and have yet to receive a response. I am being held hostage for an invoice completed by a third party, although I have provided all documentation needed.

    • Initial Complaint

      Date:07/04/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 stainmaster pet safe carpet. After I purchased it and had it installed stainmaster sold to Lowes. Within one year the carpet failed. I had to work through Lowes warranty department. After jumping through many hoops, The defective carpet was finally approved for a warranty claim to be replaced. I had it installed in three bedrooms. They are claiming only one bedroom is bad. They did not even consider the other two bedrooms because they never get used. If it is faulty in my main bedroom it is faulty throughout. Im into the process nine months now. Im stuck in a black hole to have a third-party company come out and do the measurement before Lowes can process the claim. The third-party company does not have staff or ********* to even answer the phone to set up an appointment. Complaint is twofold, one all carpet should be replaced, two Lowes should take responsibility for the follow up and follow through and not a sign me out to us third-party that does not respond. It appears there are many complaints against stainmaster Pet Carpet on this site. I hope the word gets out to the general public that it is a defective product.

    Invista Stainmaster is NOT a BBB Accredited Business.

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