Dear follow Shaw
Carpet, Pacific Coast Floors
and Anso Nylon future customers:
This page is a warning to those hard working individuals
who are looking for quality carpet. We know that buying carpet for your
home is an investment and you want quality product for
it. Unfortunately for us we bought a lemon, a defective carpet
that is falling apart right before our eyes, and what's worst, the manufacturer,
the sales representative and the retailer who sold us the carpet are not
doing a thing about it.
Thus, we decided to build this web page. And with it, we will show you
the pictures, the inspector's affidavits and more. We want the world to
know how we were treated and how you, the hard working buyer can
protect yourself from buying into a scam. We will update our web
page with Better Business Bureau
(BBB) filing (assigned
case #97008593), interviews with other inspectors and carpet experts,
plus other buyers experiences buying from Pacific Coast Floors Arizona (contractor
licence #B124685), Shaw carpet, and Anso Nylon.
So return often as we update our page with the latest information.
- In April 2006, we purchased carpet (Shaw Bell Harbor color #21) and
installation from Pacific Coast Floors. Pacific Coast Floors (Contractor
licence #124685) installed the carpet in that same month.
- Eight months later we noticed that the carpet was looking excessive
discolored, matted and crushed. The fiber was not retaining it memory,
i.e. the carpet material is inferior. We were surprised knowing that we
bought carpet that claims not to show substantial wear for 10 years.
- On December 22, 2006, we called Pacific Coast Floors to visit our home
and to review our carpet, instead they in turn contacted Shaw carpet,
to let Shaw handle the complaint, yet, according to Pacific Coast Floors
the Shaw's Sales Representative was not returning their phone calls.
- Two weeks later, Pacific Coast Floors told us that they had tried numerous
times to contact a Shaw Representative, and that, Shaw did not respond
to phone calls.
- Jan 10, 2007: After several failed attempts with Pacific Coast Floors,
we contacted Shaw directly. Shaw returned our emails and directed us to
the manufacturer of the fiber, Anso nylon. We filed a claim with Anso.
- Anso sent a carpet cleaning company to clean the carpet, take samples
and take pictures. Shaw also sent an inspector who did not provide his
business card, nor told us his credentials, and spent little time inspecting
the carpet. (looking back from his first phone call, the inspector leaned
favorable toward the carpet manufacturer that hired him.) Shaw
Carpet did not provide to us the customer a copy
of the report.
- Both Anso and Shaw carpets declined responsibility, stating that the
excessive matting, corn rows, discoloration, and crushing is normal.
- In February, We called Pacific Coast Floors about the situation with
Anso and Shaw findings, and asked that someone from the store come over
to our house to see our carpet. A representative did visit our home and
review our carpet. He was surprised about the wear of the carpet. He expressed
remorse for our situation, and indicated that the carpet is defective.
He suggested that Pacific Coast Floors might help by replacing the carpet
with existing carpet from their warehouse. But the next day the tune changed
and Pacific Coast Floors declined
to assist us.
- This is our third home and over the years we have bought and had installed
new carpet. We thought we purchased a premium and superior carpet, but
unfortunately, the carpet did not live up to its claims. Many people who
have seen our carpet cannot believe it is only nine months old.
- February 15, 2007: A former flooring contractor visited our home. He
said that the floor is defective and that the retailer and manufacturer
are responsible for replacing this carpet.
- March 20, 2007: No Response received from Business on 2nd Notice from
the The Better Business Bureau, see
the case here!
- April 16, 2007: No Response received from Pacific
Coast Floors on final Notice from the The Better Business Bureau,
the case here!. From our personal experience thus far, the Better
Business Bureau is NOT the best solution to help the consumer. The organization
does not have the strength and teeth to resolve business and consumer's
issues. Be skeptical to any business that claims to be a member of the
Better Business Bureau. See
"Better Business Bureau or Buyer Better Beware?"
- April 30, 2007: No show from Pacific
Coast Floors at a meeting with the Arizona
Registrar of Contractors. A representative from the Arizona Registrar
of Contractors said that he will contact Pacific Coast Floors and get
back to us in 10 days.
- May 22, 2007: Reaching out to 3
on your side
- June 05, 2007: Interviewed several Shaw representatives and vendors.
Not uncommon for Shaw to avoid customer service. Readers: Read the small
print before you buy, or install wood or tile floors and avoid the headache.
- June 14, 2007: Ultra Clean
(480.964.0007) cleaned our carpet ($$) to see if the fabric will come
back, results nothing. After the cleaning, Ultra Clean will not state
in writing the condition of the carpet, because they work for major carpet
companies. So in other words, they are willing to clean your carpet but
will not get you a written documentation on the condition of the carpet.
Best to search for another carpet cleaner who is willing to serve the
paying customer and not the interest of the big companies like Shaw Carpet.
Come and see our carpet soon! Pacific Coast Floors may be going out of
business, we're checking on that.
- We are researching on getting an email list of magazine subscribers.
So to dispatch a major email campaigns that explains our situation and
warning other future floor buyers as well.
- June 25: Corn rows is the term that we heard from a carpet inspection.
Corn rows is the sign of premature wear. This is a 10 year warranty Shaw
carpet and it's showing corn rows, interesting.
- July, 17 2007, Joan from Anso Smart Lines
(now a company of Shaw carpets) (800-441-8185) agreed to replaced the
carpet but NOT at cost of the carpet, in other words, the 10 year warranty
carpet turned into a 5 year warranty carpet. This means that we would
need to pay additionally if we want a carpet equal to what we paid/received
- July 22 2007, The Floor Store in Mesa agreed to help us with our situation
and are working with Shaw and Anso to resolve our plight with the defective
carpet. The Shaw Reps are dragging their feet with providing us with simples
equal to the carpet we bought from Shaw Carpets. Other Floor stores in
the area told us that this is normal and that Shaw is known for slow or
bad customer service.
- Late 2007, Important update.
We have new carpet, different model but same manufacture. Yes we end up
paying more because the manufacturer pro-rated the carpet. The more time
Shaw dragged their feet in helping us, the customer, the more the pro-rated
cost goes down, the less they will have to pay to replace the flawed carpet.
Moreover we spent hours and hours of our time gathering information, phone
calls, hiring inspectors, emails, and more. This is valuable time (and
money) that we will never get back.
Final note: Very important to get your purchase in
writing, pay with a credit card, work with a manufacturer with good
customer service, do your research before you buy.
Good luck with your purchase.
- Thank you for sending your emails
to me, we don't feel alone, but at the same time are sadden by your experience.
Hang tough and work it out, it will take some time and money, but hopefully
it will work out for you.
- 2011: To date the existing carpet is working out. We're following
the guidelines in carpet care. No problems.