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We purchased 3 area rugs/carpets for our bedroom. They were the most expensive and the "best of Mohawk" according to the Lowe's carpet employee. After about 3 months the carpet fibers just started turning loose and coming out. It happened where you walked, vacumed or just sat down and you could pick out the fibers like "loose hairs' on your dog.
We contacted Lowe's, they told us to contact Mohawk ane they gave us the 800 number. It took over 1 month of about 15 calls for someone to finally contact us back from Mohawk. They wanted the sales receipt which I could not find. Did not make any difference about having the cancelled check which would equal exactly the purchase price of the 3 rugs or the salesman stating the time that we bought the carpet...it had to be the Lowe's receipt. It took over 5 months to go through boxes and bags of receipts, (we were building an addition to our home) but then I found the receipt. I went back to Lowe's to complain that no one from Mohawk would call us back about us having a claim and the salesman told us to call for "one more week and then if you have no luck bring this receipt back to the store manager and get him to contact Mohawk". After 2 weeks and also recording my calls of talking to this computer answering machine at Mohawk and finally a human that promised a "return call from her manager within the hour", we have still not heard anything. I am going back to lowes to remind them that we paid Lowe's and if nothing is done within 72 hours then I am taking them all to small claims court and let the judge deal with them. Customer service at Lowe's and Mohawk sucks. I will keep this site updated and informed of our progress, even if we have to put the carpet on the back of our truck and ride around with a sign to Lowes parking lot, I am tired ot the run around we are getting. And by the way. Lowes has cancelled our Card...I told them that we don't need Lowe's...Lowe's needs us. I reckon they thought that would hurt us but I'll just spend my money somewhere else. Our addition of 768 sq feet has cost us so far around 60.000.00 dollars and maybe someone else needs our money since Lowes thinks they are the only one in town.
Randall
well..mohawk has corrected our issue with sending us brand new replacements . so far they are ok with no problems. they must read these posts because within a few days of posting mine, they finally contacted me. they really were very apologetic for their delays and sent the replacements in a fast manner. I think a new person is handeling their complaints. I spoke with a young lady who was super nice and helpful. I think she has taken over that department because she did everything she could to help except for bringing the carpet herself. i have had mohawk carpet before with great success with some in our rental house that has held up wonderfully for over 20 years and with having it cleaned 2 times a year it still looks great. i was shocked that we had the problems we did but it seems that this young lady that helped us has been trying to clean up their stuff in the complaints department.
I hope you guys have the luck that we did. my son has allergies and that is what we considered a long time ago when we had our house carpeted in various rooms. that carpet had held up wonderfully. i think they had a bad batch run of alot of carpets that finally started to mess up. it seems that it was a glue tufting issue with ours. i am not a carpet maker but i could see on our bad ones the problem. maybe they will get your straight soon without you having to get a lawyer. if the store would have helped us I think we might not have had the big problem that we did and having to wait such a long time. i had stopped going to lowe's for good. apparantly they care more about spending 20 million or more with Rick hendricks...who I know. i remember when rick was selling cars a long time ago. maybe the lowe's race team is getting all their money so they try and stiff their customers with lack of caring employees about the stuff they sell and we buy. i will check this posting to see if you get yours fixed...thanks
randall
durham, NC
Dear Justin...not sure about your comment. It sounds like its from outer space. Mohawk fixed our problem and its not Lowes fault that Mohawks carpet had problems. Lowes problem is that their employees seem to not care after they get your money. they want to "push" handeling the problem to others instead of offering assistance to their loyal customers. Companies have to remember the basic and most important rule of business: We don't need them...they need us.
It is when companies forget this simple principle that they start losing customers that spend money with one store.
The complaint has been investigated and resolved to the customer’s satisfaction.
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Sir- I'd like to help you with your complaint. Can you email me at jennifer_palmer@mohawkind.com . I'm sorry for your trouble. Thanks,
Jennifer you can also reach me at [protected]
Randall,
I am having the same problem out of Mohawk Carpet. Mine is the entire flooring of my L.R. and hallway. I had Mohawk Carpet installed in Oct. 2010. In Nov. I found holes where the backing was showing through. I contacted the place of purchase and they filed a complaint. It took me until Feb 8th 2011 to get it replaced. At the time of installation I found holes again. It is a complete different grade and color so I know that it isnt off of the same roll. I found these while the installer was still here finishing up the job. He called the place of purchase and reported the problem. He was told to take a large piece of the carpet back with him. I also talked with him and he said that he was going to meet with the Mohawk Rep the following day. That would have been Feb. 9th. I havent heard anything from them. I called the store a couple days ago and was told that Mohawk was still doing tests on the carpet.
My son suffers from severe allergies so you can imagine how he has been feeling. I have a 6 yr old daugther that has never had the first sign of an allergy is now coughing herself to sleep most nights, complaining of headaches and is waking up with nose bleeds that has never happened before. Her grandparents say that when she stays over night with them that she doesnt cough hardly any. I havent had much trouble with any allergies either up til now. Burning eyes, coughing, stuffy nose, headaches. I went out and bought an air purifier and it hasnt helped us much. Everytime I vacuum fibers continue to come out and the fibers fly around and go all over the house. These ppl know about this and still they need to run tests to see if its the carpet that is causing this...how stupid can someone be.
Mohawk dont seem to care much for the consumers health. They sure dont care about correcting any of their defective products. all they seem to be worried about is how to screw the consumer with cheap carpet and high prices. I have found several complaints about the carpet fibers coming out and it taking a very long time to get things taken care of. If I dont hear something soon I am going to contact an atty. we cant go on living in this cloud of fibers floating around.
I was glad to see your post and I hope you win your court case. Plz keep us posted on how things work out for you.
Sounds like to me that you all or having problems with sales force not Mohawk. Their are two types of yarn systems. Stable fiber which will always be loose fiber. what I mean by loose is it will always come loose from the backing. The second type of fiber is called BCF or Bulk continous Filament. This fiber will never shed, or be over bearing im your vaccum cleaner. Again it is not Mohawks fault that Lowes has sales force that does not know what they are selling. Lets face it your dealing with the same person in plumbing that you bought the carpet from.
Justin
Dalton GA
Lowe's didn't cancel your card GE Money Bank did for security reasons. When you do not use your Lowe's card over a long period of time they lower the available balance until they close the account.