Installation of Shaw Carpet !!!!!!!!

Installation of Shaw Carpet !!!!!!!!

To Whom It May Concern,

I am writing you in regards to a problem we have been having now for a few months. We purchased carpet from you for our living room, dining room, hall and kitchen back in September. We had some problems at the time with the installers, but you were very good and helped make things right. We were over all very satisfied and decided to carpet our family room a few months later. One of the big selling points your salesman sold us on was if there was a problem at all we would deal directly with Empire and would not get a run around.

Well, that was far from the truth as we did experience a problem in the living room carpet and we were bounced from person to person and finally we were told we had to deal directly with the manufacturer, Shaw, as the carpet we purchased was a guaranteed item and we developed spots mostly from the front door to the kitchen but they were very discolored and almost a brown color and being our carpet is a shade of blue it is very, very obvious. Shaw then informed us that we were not to deal with them but had to deal with you and so my husband made another detailed phone call and this time they gave us to another gentleman to handle it, and we have not heard anything back in at least a couple months.

They sent a gentleman out to check the carpet and they then claimed it was from fertilizer being carried in on shoes but no one could give us a solution and we find it hard to believe as there are several other areas now that are showing discoloration. We had our previous carpet for almost 17 years and never a problem like this, and we have done nothing different. This carpet is just not living up to the salemans commitment. It has lost its vibrant color and has seemed to mat down especially in traffic areas and we are noticing more and more spots of discoloration all the time. It is very discouraging as we spent good money for this carpet and waited a long time to get it, and it looks terrible for being so new. We are very happy with our family room carpet and our kitchen carpet and have recommended you to several of our friends.

I really am disappointed in your lack of communication. When we had the second salesman out for our purchase of family room carpet he told us the carpet we had in our living room, dining room and hall was not Empire carpet. That sure made us feel good, as we told him, we had just a short time before, had it installed and he said it had already been discontinued. We are having a very hard time understanding what it going on and would greatly appreciate a prompt response back from someone. If you check your records you will see the run around we have been given and the phone calls we have made with no satifaction. I do plan to contact the Better Business Bureau if this matter is not promptly resolved. You do an awful lot of advertising not to stand behind your company. Thank you for your time and I truly hope to hear from you very soon. Enclosed is some information I hope you will find helpful.

The original order # D128527. We talked to Jeff Dunn first and he told us we had to call Shaw, which we did and talked to Alisha Web 3/1/05. She sent an e-mail saying we were pointed in the wrong direction that Empire must file a claim with Shaw. I have a copy of that e-mail I would be happy to send you a copy of. Then when calling back they told us we needed to talk to Tyrone Beayty, National Claims Supervisor whom we left messages with and never recieved a follow up call. This has gone on much to long and we would appreciate your immediate attention and a respond back. We paid our bill on that carpet installation promptly when due and are planning on sending our payment for the installation of family room carpet this week.

I feel we have fulfilled our comittment completely and are owed an explanation and follow up. I contacted our lawn service, explained what was said about it being fertilizer tracked on the carpet and they have never had this complaint nor heard of such a problem. As I told you earlier we have had this same company for several years now and never, ever had a problem in the past. Please follow up on this as soon as possible. If there is any further information you need, feel free to contact us.

Sincerely,

Kathy

Redford, Mi 48240 Click this link to e-mail the message author: Email User

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I am also having problems with Shaw carpets. Three different vacuums have left burn marks on my brand new carpet. Shaw says that the vacuum is being left on the carpet for too long or that there are problems with the vacuum. I have carpet in 4 other rooms in my home and there has never been a problem with my vacuuming technique or any of my vacuums.

P.S. When the carpet was installed, the installer burned the rug with their vacuum as well.