Mohawk Industries
Reviews and Complaints

We had Mohawk carpeting installed (through Lowe’s) in our home in February of 2024. We began hearing crunchy noises in our higher traffic areas in late 2024 and filed a warranty claim with Lowe’s in January 2025. Mohawk took several months to respond to Lowe’s, claiming their warranty system was down. Mohawk required the installers to visit our home two separate times for an evaluation and it was determined the carpet was delaminating. Mohawk then requested another inspection and wanted a sample of the carpet - as we didn’t want our home to have a missing piece of carpet, we weren’t able to accommodate Mohawk’s request. Mohawk then said we needed to have our carpet professionally cleaned every 18 months - we haven’t even had the carpet for 18 months and I fail to see how cleaning would fix the delaminating carpet and remove the debris between the carpet and the padding. Mohawk said we had to have our carpet “power stretched” to solve the issue of the debris between the carpet and the padding. This was scheduled through Lowe’s and the install company - when the installers arrived - same installer who installed the carpet and same gentleman who did the first inspection, said that power stretching would destroy the delaminating carpet (6/19/2025). We contacted Lowe’s who are now submitting the warranty claim again (6/20/2025). My husband and I have had to move our furniture on 3 separate occasions at this point. Don’t try calling Mohawk to speak directly with them about your warranty claim as “all inquiries need to go through the retailer”. We went with a name brand such as Mohawk to head off any potential problems and have had nothing but problems with this product. Our intention was to replace the carpet in order to list our house for sale, but haven’t wanted to show our home when there are crunchy sounds when you walk across the carpet. Thanks Mohawk!

Approximately three weeks after the carpet was installed we noticed the entry ways were fraying. First I let the carpet sales person the day after it was installed I was not happy. I called the carpet broker who sold us the carpet. She said she would be there that day. She sent someone else who said it was becaus3 our tile was haply laid. It was laid by the same people as the carpet. He half way fixed it. Let The broker know again it was fraying. She gave me all kind of excuses. Finally said she would fix it. Didn't not show up today. She texted ten minutes after the were supposed to be here that it would be later today. I returned her call and she screamed at me and my husband about not having any control with the sub contractors. The carpet was not laid right from the beginning and if it had we wouldn't be having these problems. I am not satisfied with the carpet broker, the installer and the carpet does stain. It has only been laid since 1/16/2023. I have had it with the broker. We feel like all we get are excuses.we need help yesterday.

I tried to place a substantial order with mohawk sales rep. I am a flooring contractor . I got a sales rep from hell. There is so much detail in this. From threats from her. Changing orders on me. Wrong company info. Lies to me. Calling my contractor to go iver my head. Asking to hire a family member .

Dealing with this person has been a nightmare . In 20 years and 40 million in purchases ive done for my company ive NEVER seen a person so unprofessional and caresless about there job. If i could give a - put of 10 i would but id put this experience at a 0. Worse rep ive ever come across in all my years . And ive dealt with some bad ones but she takes the cake for sure

I purchased LifeProof and PetProof Chester carpeting from Home Depot, 15050 Jog Road, Delray Beach, FL 33446. It was installed on October 13, 2021. Within a week, my dog became sick and had accidents in several areas of the carpet. These stains were attended to promptly, but the stains could not be removed completely. After submitting pictures of the stains to Home Depot, I was told that Mohawk required that the stains be professionally spot cleaned. I had the entire carpet steam cleaned at a cost of $80.00.

Initially, the stains were removed, but within several days they returned, and pictures were again sent. The response by Mohawk (through Home Depot) is as follows:

Good afternoon Larry,

I got an email from Darlene stating that she thinks it is in the wicking and if so, it is not covered in the warranty. She stated

that if you have a sample of 18 x 18 piece of carpet to send her, they can test it. Please send to the following address:

Darlene Smith

SR Claims Analyst II

Mohawk Flooring Group

196 South Industrial Blvd | Dock #A

Calhoun, GA 30701

She stated that if it comes out with cleaning, as it looks like it did when you cleaned it, then that is a wicking issue and not covered. I

wish I had a better solution for you.

Customer Order Specialist

Phone: [protected] ext. 471

Fax: [protected]

Home Depot #6325

15050 Jog Road

Delray Beach, Fl 33446

No idea what "wicking" is, nor can I find any reference to wicking in the attached warranty. Nor will I cut an 18" square out of my carpet.

Carpet installed in October 2020, less than 60 days it became unraveled- literally - long strands like 24-36 inches in multiple locations.
We are shocked at the poor performance of this carpet and the unraveling of the loops is not covered under their warranty, imagine this?
Soon we will be walking on the actual carpet pads as the carpet itself will disintegrate.
The installer won't file a claim because this issue is not warrantied and Mohawk Industries consumer affairs won't do anything until the claim is processed.
Terrible policies in place so I will now write to the CEO and the head of Sales.
Any help this can provide us will be greatly appreciated.
Thank you.
Hilda Salerno

We purchased our Tender Moments carpet from an independent carpet company in March of 2019. By October the carpet was separating so we called and they someone to repair it. The installer said that the seam was fine but the carpet had delaminated. We have been trying since then to get this resolved. They finally sent an inspector who stated
that the carpet had pet damage which it does not. They also stated it has to be cleaned at regular intervals. If they had come in December of 2019 or January of 2020 they would have seen it in the beginning when NO cleaning was necessary. The use every excuse not to back their carpets.

Lifetime warranty...hardly! Bought our Mohawk carpet and have been having issues with it since it was 6 months old. It is supposed to be stain and wear resistant. It is far from either. The carpet started to develop wear marks and became matted down within 6 months. We have kids and pets but we were always careful to clean any spills exactly as we were instructed in the paper work we received. The stains came back as soon as the spot dried. We have had the carpet professionally cleaned and the clearer stated that the carpet seems defective for it's age and that it should not be matting and staining so badly. We are more concerned about the matting and more understanding about the stains. The company had an independent evaluator come look at the carpet and he acknowledged that there was a lot of wear in the carpet (he didn't outright say it but it was strongly implied) but the claim was still denied. We were comfortable spending the extra money to get the "life proof" carpet knowing (thinking) that the company would stand by their product. Now our only recourse is to pay out of pocket to have another evaluator come out and the claim could still be denied. It's not hard to see that the carpet we received was garbage.

We sent all of the required pictures and paperwork as requested and had an inspector/evaluator come out. We then had to reach out after almost two months to get the determination on the carpet as nobody had bothered to contact us. Not sure who dropped the ball there, whether it was Mohawk or the dealer.

We would like to see the worn areas of the stairs, entry way and hallway replaced or the carpet refunded. Our 1.5 year old carpet is actually an embarrassment when people come to our house. So disappointed in this purchase. We will have to replace this carpet soon but it will not be with Mohawk flooring of any kind.

Bought into the faults advertising, zoo video - and sales pitch from lowes regarding smart strand carpeting for my entire first floor in our home. Well above the "usual" carpet cost, and the "recommended" padding.in the few years we have had this carpeting, always professional cleaned - they have all the training and credential the carpet services require - the rug is flat - worn down like it was install in the 1960's - traffic pattern horrid, color changes, and some stains dont come out. If it does come out, sure enough, it bleeds into a much larger stain as it dried. Dont bother to "explain" to me the how to do's about carpet - as I actually talked to mohawk prior to purchase.in our family room, which is high traffic 7 days a week - the carpet held up better than the rest of the house. Go figure! Reading what I have on line, the information posted speaks to all the warranty dodging and claim rejecting. I will not accept that and I will go forward if mohawk refuses to honor their claims. It may fall under deceptive and faults claim issues @ 3x the damages. The ball is in mohawk/dupont court.

Purchased this carpet 4 years ago. Before one year, carpet starts to look soiled. Hired carpet cleaner recommended by company that I purchased carpet from. The carpet was cleaned and it still looked soiled. Complained to carpet store. Claim opened with Mohawk. Carpet inspector came and rubbed white rag on carpet and said it's just dirty. I hired different carpet cleaner right after inspector came and same results. Carpet still looked soiled. Mohawk denied claim. Got busy with life issues of taking care of aging parents so I let matter go. Parents both passed away last year so I just hired carpet cleaner and first thing they tell me is carpet looks damaged. They did thorough cleaning and carpet still looks bad. I also had carpet cleaned last year too.

I didn't know carpet had turned another color till I purchased new sofa this week and moved old sofa.

I got carpet remnant from garage and took these pics so you can see carpet turned another color.

I'm trying to reopen claim now.

DO NOT BUY MOHAWK CARPET - THEY DO NOT STAND BEHIND THEIR PRODUCT CLAIMS!
The company claims that the SmartStrand Carpet is Forever Clean, Forever Stain-Free, Forever Durable, but when we had stains within 6 months, their response is that there was no manufacturing defect even though the carpet will not clean with a Professional Carpet Cleaner. Companies that do not stand behind their products, should not be in business.

Purchased this carpet 8/2013 for the master bedroom of a seasonal residence occupied by 2 adults approx 5 months a year. The carpet is showing excessive wear. It looks "wooly". There are numerous complaints on numerous websites about the poor wear of this carpet and the difficulty dealing with Mohawk. The store where the carpet was purchased has not stood behind their product at all. We agreed to have the carpet cleaned by a company recommended by Wayne Wiles. The carpet now looks even worse then before.
How do we make the flooring company stand behind the product they sold us and Mohawk honor the warranty on the product they produced.
Terrible experience, terrible product.

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!

I received a prepaid credit card, the website goes black and asks if i've reached the page in error when I try to activate my card. So I called customer service which says I have entered the wrong information. I can not reach a live person. Is there a problem with the card?

We bought Smartstrand/ Fashion Forward from Lowe's #410 of Myrtle Beach, SC in February. I was in the Home Improvement industry for 30 years and have never seen such a worthless floor covering. I hesitate to call it "carpet" because it does not respond as normal carpet should. As one unhappy reviewer wrote after a ridiculous report from Mohawk, "It sounds like our carpet exists in some mysterious domain outside the laws of physics." Try another galaxy. Exactly!

I've been on the Mohawk-Lowe's-Mohawk-Lowe's claims merry-go-round for 6 weeks. Mohawk laughed and told me to not call again and Lowe's has a predetermined script where the consumer loses. They don't want to fight Mohawk so they give you the long, painful letdown. You know, rude inspector takes photos, photos get lost, case gets lost, rep won't return calls, Lowe's blames Mohawk, Mohawk blames you, Mohawk's phony lab test "proves" their carpet is perfect, and then claim gets denied over some ridiculous excuse that has nothing to do with your defective carpet. We bought this based on the Lifetime/25-year warranties on pet wear but the claim was denied because we have pets. Does that sound kind of circular to you?

There are 3 major issues. 1) UNRAVELING. In the first few weeks over 50 loops popped up and it looked frayed. Mohawk said their phony lab test PROVED our "dogs did it. " Gee, do they have a hidden camera in the carpet?" Our previous carpet with dogs was problem-free after 20 years. 2) UNEXPLAINED DISCOLORATION. The carpet we bought does NOT look like the sample and displayed mysterious, dark greasy spots immediately after it was installed. It seems that the yarn reacts to sunlight, air or both and it looks like a black organism is morphing around the room inside the pattern. Other reviewers describe it as "dirty footprints" or "coffee stains." I call it the Oil Slick. Mohawk made up some fancy words like "Shading" and "Pooling" to cover themselves and to make the defective carpet sound NORMAL. We were refused the technical bulletin so we missed that. 3) UNCLEANABLE. Good quality new carpet cleans in one pass - and I have lots of experience here - but 8-10 passes will not release the dirt from the pattern. I've tried everything including various shampoos, soaking, water only, pre-treating. Spot cleaning makes it worse and creates dirty, concentric circles.

I can get it about 90% clean for an afternoon but by the next day the dreaded oil slick reappears and the whole area degrades again. It's very unstable. I've cleaned it several times with poor results and am tired of trying to contain this disaster. As mentioned above, it defies the laws of physics! It's so disgusting that we're embarrassed to let visitors near the bedroom. If you are considering this brand, RUN! Let's hope there will be a legal remedy.

Flooring scratches very easily and leaves white streaks instead of just a scratch. Dealer will not help nor will Mohawk. Even reported them to the BBB for such bad customer service. The dealer will not even return calls. The least professional company I have ever done business with. Wasted money and lots of it!

This Carpet is the worst! We had just bought our first home and put in $4000.00 worth of Mohawk Carpet. We were told at Lowe's that this is really good carpet. It looked nice there and felt nice as well. Their sign said it was tough enough for kids, which was good because we have two boys and it was pet friendly which we have a dog. It was also suppose to not show stains which we wanted! Lowe's sold us on this Carpet. We had it installed about 1 month after we moved in our house on October 13th 2011. So November we had our new carpet and it seemed really nice. It was around March when we realized we was getting a bald spot right in the middle of our living room. All the carpet strains kept coming out. We contacted Lowe's immediately and they filed a claim with the company. The company sent out a independent inspector to look at it and write a report. The company denied our claim stating it was related to our carpet cleaner and our dog. We had a name brand carpet cleaner, Bissell and our dog never messed with the carpet. It ended up that Lowe's paid for part of our carpet and the company ended up paying for the rest after Lowe's kept on them for a good while. So we had the new carpet installed which was the same kind of carpet. This was probably around May that it was installed. Within 1 months we began to see our seems coming apart. So I called the installers and they came to fix them, however it ended up being the carpet coming apart from the bottom of the carpet, the matting I guess. So we filed yet another claim. Once again the company has denied our claim. Lowe's said there is nothing else they can do and that they will give us a discount off of new flooring if we wish. I am now stuck with crappy carpet from a company that does not stand behind their warrenty! My carpet looks dirty and worn only after a few months and it's all coming apart. I paid $4000.00 for this and it lasted less then one year! I have two kids and do not have money to replace $4000.00 worth of flooring after a year. This company is horrible and I wish I would of never bought their carpet! I am a mother just trying to provide a nice home for my children and companies like Mohawk doesn't care! Don't buy this Carpet!

We purchased Mohawk Tornado pile carpeting from Lowe's. After about three weeks, the carpeting in the hallway started showing a very strange streak running about an inch wide and about 4 feet long. The carpet fibers were going in every direction and the carpeting seemed discolored on that streak. We contacted Lowe's customer service and they sent over a representative to take a look. He told us he had never seen anything like this before, and sent the information to Mohawk. In 2 days a Mohawk rep came by to look at the situation, and immediately called the area in question a result of something called "shading". I asked what that was and he said uneven wear. The carpet had only been in the house for three weeks and it was worn?!?!? Well, after all of the fighting, Mohawk refused to honor their warranty against defects, even though Lowe's backed up our assertion that the carpeting was defective. Lowe's felt bad about the situation, and offered replacement carpeting for our hallway, and of course we jumped at that. We ordered a totally different brand and will NEVER buy Mohawk again. They do not honor warranties. Lowe's however, has a lifelong customer.

I had Mohawk carpet installed in Oct 2010. In Nov I found holes coming in the carpet due to the fibers coming out. I contacted the store where I purchased it and they filed a complaint. It took me til Feb 9th 2011 to get it replaced. The day of installing the new replacement carpet I found a few lg holes in this one also. The more I looked the more smaller ones I found. I found these while the installer was still here. He called store and later that day I was told that He was meeting with a Mohawk Rep the next morning. Nothing has been done and I havent heard a word other than... MOHAWK IS DOING TESTING ON THE CARPET...Every time I vacuum I find more holes and I find the fibers all over the house. I have had to clean my vacuum out 3 times already because the carpet is coming out so much and stopping it up. Its getting to me and my kids breathing this junk all the time.
Mohawk dont seem to stand behind their products very well. Seems from what I have been dealing with and others that I have read about all they do is give ppl the run around hoping they will get tired of complaining and going through all the red tape that they will just give up on it.
DO NOT BUY MOHAWK CARPET IF YOU WANT LONG LASTING CARPET AND YOU CARE ABOUT YOURSELF AND YOUR FAMILYS HEALTH. ALL THE FIBERS COME OUT AND FLOAT IN THE AIR AND CAN CAUSE BREATHING PROBLEMS AND SEVERE ALLERGY PROBLEMS. MY WHOLE FAMILY HAS BEEN SUFFERING FROM SEVERAL HEALTH RELATED PROBLEMS DUE TO MOHAWK TAKING ITS SWEET TIME DECIDING IF THEY ARE RESPONSIBLE FOR THE DEFECTIVE CARPET THAT HAD THE CARPET BACKING SHOWING IN SPOTS THE DAY IT WAS INSTALLED.

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

I replaced my home carpet after 15 years only because it was out-dated. I was suckered into Mohawk's smartstrand 2 years ago based on their ads. Carpet is in high traffic areas, LR, BR, stairs, hall. We have no children, no pets, take off our shoes and vacuum regularly. Within 9 months, smartstrand was looking soiled. Salesman offered cleaning after a year. Mohawk's brochure says steam cleaning will return it to like new appearance. They ran steamer over areas several times and blamed it on a shadow. Made claim with Mohawk, they made me pay to have it cleaned again and have now tried 3 times with NO results. Carpet looks soiled, almost black and awful. Mohawk sent out an inspector who wasted my time. He took a white rag and repeatedly rubbed areas until the rag looked dirty, although the carpet appearance never changed. He blamed me and everything under the sun, except the carpet. Mohawk denied my claim because dirt was transferred to the rag, it must not be the carpet. What a joke and insult. SMARTSTRAND CARPET IS JUNK. Mohawk DOES NOT honor their bogus warranty. I am warning anyone I can, not to waste your money like I did.

I recently bought mohawk/wear-dated carpet for my home. I had a problem with a juice spill, which is covered by the warrantee. I called the company a have been given the run-around for several months. I feel that I have been ignored, and I feel that thier customer service is terrible. I won't buy another of thier products.