The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Mohawk IndustriesSmartstrand carpet

R
This review was posted by
a verified customer
Verified customer

I purchased the smartstrand carpet from mohawk which is the worst mistake I have made in flooring. After less than one year it started to unravel and it stained horribly. They sent someone out and they said the carpet was defective but I would have to get the same exact carpet for it to be covered under the warranty. I had them replace the carpet with the same carpet and it too is horrible.. I bought this carpet and paid more because it was to have a 25 year stain warranty and wear warranty. I called mohawk and they sent out their inspector who said it was fine. IT'S NOT FINE>>>its a horrible stained rug. I advise anyone purchasing new carpet to not buy from Mohawk. They will not stand behind their warranty!!!

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Mohawk Industries's response · Dec 10, 2015

    Hi there,
    I'm Laura from Mohawk Flooring--I'm really sorry to hear about your experience with your carpet. If you'd like to provide us with a little information and your contact details, our Consumer Affairs team will be able to follow up with you; just go to http://www.mohawkflooring.com/consumer-affairs/
    I apologize again for your experience. Take care,
    Laura

Responses

  • Ba
    Badcarpet Apr 17, 2017
    This comment was posted by
    a verified customer
    Verified customer

    I am having the same problem with the Mohawk carpet that I purchase 2 years ago. It started to go bad within the first year. The inspector also told us that our carpet was find. We pressed and pressed until the agreed to replaced the carpet but like you we have to replace it with the same carpet. When we purchased this carpet we were told it was the best for high traffic areas...NOT! We also are being asked to pay for the install of this replacement carpet.

    1 Votes
  • La
    LauraMohawkFlooring Apr 23, 2017
    This comment was posted by
    a verified customer
    Verified customer

    @Badcarpet Hello, this is Laura from Mohawk - I'm very sorry to hear of your experience! If you want to contact our Consumer Affairs department, they can advise you on the warranty process for your carpet: http://www.mohawkflooring.com/consumer-affairs/
    I'm really sorry again for your experience!
    Laura

    0 Votes
  • Jd
    JDR 1 Apr 25, 2017
    This comment was posted by
    a verified customer
    Verified customer

    We bought Smartstrand due to the flooring companies recommendation...worst mistake we ever made...don't buy Smartstrand ...it is an inferior product to say the least!

    0 Votes
  • La
    LauraMohawkFlooring May 02, 2017
    This comment was posted by
    a verified customer
    Verified customer

    @JDR 1 Hi JDR, I'm Laura from Mohawk - I'm sorry to hear about your experience with your carpet! If you'd like, you can send our Consumer Affairs team some info at the following site, and they'll let you know how to proceed with having your concerns addressed: http://www.mohawkflooring.com/consumer-affairs/
    I'm very sorry again, JDR!
    Laura

    0 Votes

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