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.

Chronology

• 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, see 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 before.
• 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.