21 Customer Reviews
Sort By
Review from A. P.
1 star06/07/2024
Poor quality carpet. I built a $1M home and made the mistake of using Shaw Carpet in my bedroom. The quality is worse than the carpet I had in my 20s while renting from slumlords. I highly recommend you DO NOT put Shaw carpet in your home. Even the installers said it was poor quality, but Shaw essentially hired a third-party contractor, and their investigation basically told me to “suck it!” Don’t piss on me and tell me it’s raining. From now on, I will go out of my way to inform anyone considering Shaw that the product is miserable.
Shaw Industries, Inc. Response
06/12/2024
In regard to Shaw claim 658070 we apologize that the carpet installed in your home has not met your expectations. The claim was filed with Shaw on 4/17/2024 for the concerns of excessive wear and unraveling fibers. An independent inspection was requested and completed on 4/26/2024. Per the inspection report the carpet was shown to be in excellent condition and well maintained. There were no signs of unusual wear or raveling of the carpet. Traffic marks were present but could easily be erased by vacuuming the carpet. The master bedroom had one seam near the center of the room that was visible from a standing position. Examining the seam revealed there to be no seam sealer and a gap measuring 1/16"-1/8". Review of the product warranty for Style Main Stay 12' shows it to have a 10 Year Stain and Soil and 10 Year Quality. This style does not carry a texture retention warranty.Customer Response
06/18/2024
Replying to Adam P. The Shaw response is unacceptable. There are visible seams in the carpet which we expect to be fixed free of charge.Review from Sheila E
1 star05/17/2024
Shaw Flooring is HORRIBLE !!! My floors are rippling in different areas of my house just after living there 2 years. Had an inspector come look at them, still never heard back, so many attempts to get someone to call me back. They then said they looked at the inspectors report and it stated that IT WAS DUE TO MY 3 BAR STOOLS AT THE KITCHEN ISLAND (which weigh less then 5lbs each). Who ever this inspector is should be FIRED for that stupid comment! We have rippling in the kitchen area, living room and hallway. What an unprofessional and STUPID comment Shaw flooring did not even want to say anything or help us out after that. The guy from Americas Floor source came out to look and stated that the flooring was put in too tight. SHAW FLOORING , WHAT A JOKE. YOU SHOULD NOT BE IN BUSINESSShaw Industries, Inc. Response
05/22/2024
An independent flooring inspector visited the home and observed stools around the island are causing the issues in that area. The inspector also observed a crack in a plank in the family room under a rug and determined it was caused by a fastener in the subfloor. Based on the information provided, the claim was declined.Review from astonius
1 star05/06/2024
Shaw claims my floors aren't under warranty as I was not the original purchaser, yet they sent out an inspector to look at their awful product which has deteriorated after a few short years of normal use. Prior to stating the warranty no longer applies they attempted to claim the peeling and bubbling veneer on my engineered floors was a normal, natural occurrence. Avoid this company like the plague. They have the worst customer service for their overpriced, garbage flooring.Review from Kara A
1 star04/18/2024
BEWARE, do not purchase Shaw hard wood flooring! We purchased and had installed Shaw engineered hardwood flooring two years ago. Our entire bottom floor thinking this was a reputable brand While the floor was beautiful and it installed wonderfully the finish off incredibly quickly, and now we have cracks and divits all throughout our floors We started a claim last October It is now April and they have sent out two different people to audit the claim and still have not gotten back to us Said it's the finish of the floor and the floor needs to be replaced I say beware warranty and claim system is absolutely horrible and they will just simply avoid your Claim to not make things right!Shaw Industries, Inc. Response
04/25/2024
This claim is still under review. Shaw's corporate quality has requested some samples of the replaced planks from your flooring store.Review from Nancy C
1 star04/08/2024
I am so disappointed with the Shaw Tuftex carpet purchased on 2/21/2019. It started to "waffle" before it was even 4 years old. When I contacted the manufacturer I was told that this particular carpet needed to be streached every 5 years. Now I have to pay out of pocket to have it streached. I paid good money for this carpet and I am so sorry I bought it. Who wants to have it streached every 5 years? None of my other non-Shaw carpet, several years older, has ever waffled. Just don't do it, if I could leave zero stars, I would. Find another companyShaw Industries, Inc. Response
04/11/2024
Shaw Industries would be glad to research your claim. We will need some additional information. Who did you purchase your flooring from. We will also need to know your full address and phone number to be able to see if we have a claim in our system.Review from Carolyn P
1 star03/27/2024
I am disappointed in my Shaw Carpet. The carpet name is "Serene Key" in the color "Candlelight". It was installed in the three bedrooms in my vacation condo at the NC coast in 2021. I am a single woman, no children, no pets. I go there about once a month. It is not a rental property. I vacuum regularly. I don't wear my shoes on the carpet. The carpet has a texture - short fibers on the top and the underneath part is a pale gray. The top short fibers have matted down, making a tracking pattern in the common places I walk - around to the bathroom; across to the bed, etc. The retailer asked that I have the carpet professionally cleaned, which I did. No noticeable change. I asked for an inspector - supposedly an independent inspector -- and he made a visual inspection and some tests with cleaning products. The result was that Shaw denied my claim, saying that it was a "maintenance issue". I am puzzled as to what Shaw Carpet's meaning of "maintenance" is beyond regular vacuuming by the owner and occasional professional cleaning. Again -- it's my vacation home. No "regular" traffic. I cannot recommend Shaw Carpet.Shaw Industries, Inc. Response
03/28/2024
Based on all of the claim information that was reviewed there are no manufacturing related concerns with the installed carpet. The homeowner has the right to commission a second certified independent inspection if they disagree with the claim findings.Review from Tracy U
1 star02/23/2024
I got "the best" nylon fiber dirt repelling and stain resistant carpet from Shaw. It's a mess after 2 months and because of a stain that won't come out has to be completely replaced. We are only two adults and one small dog in the home so it is not an issue of over use. I asked the carpet store for another solution since this carpet that they told me was easy care was not preforming. They said that the manufacturer, Shaw, would only replace the carpet and there was no other option. The waste of material and labor is a real shame. And it's a shame that the carpet is under preforming and I will pay the price and so will everyone because of the waste.Shaw Industries, Inc. Response
02/27/2024
This claim was honored due to the fact that red wine was spilled on the carpet. A professional cleaning company attempted to clean with no success. At this time, there is no other option other than replacement.Review from Jennifer B
1 star11/15/2023
They need to revise their pictures of the carpeting installed in different rooms so that it actually depicts the real color. And maybe rename their colors. We purchased "Beige Bisque" and it actually looks a lot more grey than beige. Very disappointed.Review from Beth L
1 star09/08/2023
NEVER BUY SHAW CARPET! I purchased their "highest quality" most expensive carpet. It has been installed and removed 3 times! The first time they came to install n the local company measured wrong n did not have enough carpet. It was the end of the roll so we waited 3 weeks for new roll to arrive. They installed it and it had holes everywhere where the machine had skipped stitches or got caught. They were the size of dimes and nickels. We waited 4 weeks while local company waited for a new roll from Shaw. They installed it a 3rd time and again... Holes! This time the holes are right in the entry area where you see it immediately. Again size of nickel. I'd attach pics if it were an option. Shaw won't replace it. I'm out my money. Now going to a different carpet company and NOT Shaw to get new carpet for the 4th time!Shaw Industries, Inc. Response
09/12/2023
Currently, there is only one claim in our system for Ms. *********. This claim was honored, and the material was replaced. I am not showing another claim that was denied. I am happy to get with your retailer to research further.Review from John C
1 star08/24/2023
Look at the average rating (1 star with 16 reviews) & it should tell you all you need to know, I can't review the carpeting... I had 3 rooms scheduled to be installed tomorrow and was JUST notified (less then 24 hours before the install) that the carpeting for 2 of the rooms hadn't been inspected, it didn't pass inspection and they (Shaw) have to order more yard to make new carpeting. The installer (been in business since Moses) says this never used to happen but now happens frequently. Installer states they had been trying since Monday (now Thursday) to figure out why they didn't receive their order and they were getting the run-around. How in the heck can a company put a consumer product to market, manufacture it, then wait until orders roll in to inspect it? UNBELIEVABLE. Already had movers scheduled, Instructed my landlord I was moving out... This will cost me either having to move twice ($$$) or $$$ to stay where I am when I have a house needing carpeting.Shaw Industries, Inc. Response
08/25/2023
Shaw will be glad to research this order. Who did Mr. C******* purchase the flooring from? I will need to contact our order dept for further information on the status of this order.Customer Response
08/31/2023
Responding to Shaw's response (8/25) to my review, I am dealing with Meuth Flooring in Newburgh, IN. This delay cost me an additional $1000 as I had to cancel the movers & sign onto an additional month on my lease. Sharon M*****s response was "Don't you have a room/place you can store your furniture until the carpet comes in?" For a month? And have to move everything twice. BS.
Customer Review Rating
1/5stars
Average of 21 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.