We purchased carpet for our home ($6200.00) and have recently noticed one area of the carpet in one room is completely coming out, the backing is coming up through the carpet and is fraying. The defect is in an area (almost a straight line but not quite) from one end of the room to the other. The area is on the end of a roll. Great Lakes Carpet and Tile sent someone out (their Installation Manager) who inspected the carpet and agreed that something was not right. He wanted to know my brand of vacuum cleaner. It is a Dyson. The Dyson did not do this. I don't vacuum just one room of the house in one area with the Dyson. He then said "We will send an independent inspector to look at the carpet. But remember, he is like God and what he says will go". Excuse me? Who is he and why does he determine whether or not Great Lakes has to stand by their motto "Service is not just a word, but a way of life"? I haven't seen this man who will decide whether or not my carpet should be replaced. As far as I am concerned, the customer service at Great Lakes Carpet and Tile is pretty much non-existent. So, I have spent $6200.00 in a store that uses customer service in their motto but won't honor it when they sell defective carpet. The carpet is Mohawk Smart Strand. Beware. Don't give your hard earned money to a company that won't back what they sell. If this "God of carpet" determines my carpet will not be replaced, I will go all the way to the top of Mohawk, stand outside their store with a picket sign and write a letter to the Editor of the local paper until I feel satisfied.
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