Home Depot
Beaulieu Carpet Puckering Within a Year, Warranty Refused

The Beaulieu of America carpet I purchased and had installed through Home Depot began to "pucker" after less than 1 year. Home Depot sent their carpet repair tech, who said the carpet is delaminating and it is a factory defect. Home Depot then sent their "inspector," who reported that there is a "foreign substance" on my carpet and there is no factory defect. Whatever...!!!

I ended up paying someone to come and re-stretch my carpet just to get rid of the puckers. That carpet repairman advised me that it did not appear to have been power-stretched when initially installed and that this was part of the problem. I told the Home Depot rep this, and they replied that they always use a power-stretcher. Since their rep was not here and I WAS HERE, I think I know better than they do whether a power-stretcher was used. I did not know at the time of installation what a power-stretcher was, so I did not know to insist on it. I never saw one until the carpet repairman came to re-stretch the carpet.

As he was re-stretching, he showed me the extreme delamination and told me that the original installers probably noticed this also but put it down anyway, knowing that it would be a while before I saw the signs (puckering). If the installers point out defects, then the carpet cannot be installed that day and the installers lose a day's pay. I guess you are supposed to know what to look for yourself.

Home Depot offered to send me a $100 gift card "for my trouble" and said they would get back with me regarding a resolution to the problem. After a couple of weeks of not hearing back, I called the Home Depot rep, who rudely advised me they had closed the issue because I accepted a $100 gift card as settlement. (Like I would really be interested in buying ANYTHING from Home Depot again!) Who in their right mind would accept a $100 gift card as settlement for $2500 in carpet???

I sent Home Depot AND the manufacturer, Beaulieu of America, pieces of the delaminating carpet, and BOTH of them refuse to honor their warranty. Rude reps from both companies contacted me. Beaulieu's position is that it is Home Depot's problem, even though Beaulieu is the one who provides the 10 - 20 year (depending on the problem) warranty. Home Depot offered to SELL me new carpet at cost, and I would have to pay for the installation. So their position is that I must pay to replace my defective carpet that was not installed properly.

I wish I had read all of the other Home Depot reviews BEFORE I purchased carpet from them. It has certainly been an education!!! This carpet will probably only last another year or two, or less if I have it steam cleaned (according to the repairman). Obviously I will not shop at Home Depot to replace it!!!

Company: Home Depot
Country: USA

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