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