I bought a new home. Knowing the 3 bedrooms would need carpet, I planned weeks in advance and found the perfect carpet: Mohawk Soft DeCor, English Pewter color. I loved the 2 tone medium and light gray color twist and the feel of it. I did my homework and it appeared that it would hold up to my 85 lb. Dog given what I could afford to spend on carpet. My local carpet store ordered it (I paid for it 10/7/16) and when it arrived to their store, I went to verify it was indeed the right carpet 10/12/16. Despite the tag stating it was, the color was the English Pewter color of Mohawk's Soft Dimensions and Soft Breeze lines – it's a very dark gray and light gray fleck, less of a twist, very drastic 2 tones. Having paid for half of the order, my carpet store stated they would file a claim with Mohawk but that Mohawk stated I would be subject to a 20% restocking fee if Mohawk did not find in my favor. Here's how it works: because I did not have the carpet installed (I thought keeping it in a huge roll would allow Mohawk to maybe be able to use it for someone else), Mohawk picks up the carpet roll and inspects it at their site. My considerateness worked against me - apparently had I had it installed, they would have sent someone to my house, I'm told. Mohawk then gets back to my store as to whether or not they were in the wrong and if they are wrong, I can be refunded. So not only do I not have the opportunity to consult with the inspector and plead my case, the carpet is gone and I can't even later decide to keep the carpet if Mohawk does not find in my favor considering it'd be out hundreds of dollars in the restocking fee. The store provided me my claim number (claim # R6938617) and I also proceeded to contact Mohawk. Reaching a live person who could speak about claims was very difficult. I was transfered numerous times (Linda, Alicia, Theresa, Sheila, Nina??) and always redirected to contact my store – all I wanted was someone to tell me if Soft DeCor English Pewter as pictured on the Mohawk website and what I saw on the sample board in store even existed or had it been changed. I finally demanded a supervisor and was sent to the voicemail of April Young. Through the various transfers, I was told this claims process could take weeks. I had professional movers coming in days to put heavy, awkward furniture on carpet I did not have thanks to Mohawk's error in sending the wrong carpet or drastically changing the color and construction of Soft DeCor (also known as Soft Essentials which is the higher pile version) – or whatever happened on Mohawk's end. Luckily Mohawk found in my favor – they agreed the color on the roll of carpet they sent did not match the store sample board or their own website picture; my money was refunded in full. However the bigger problem was I did not have carpet due to Mohawk's error and it looked like I was not going to have it in time for the movers.
After this experience I was done with Mohawk. I had looked at other carpets in my initial search from other manufacturers but honestly the name Mohawk resonated with me with it's long standing history, reputation, warranty and carpet features – I assumed they would stand by their product, warranty, and customer. The above experience refuted all that. I could not believe Mohawk would not take back their carpet if the customer was not happy with it. I mean, I didn't decide on a new color or brand or get a better deal at a different store, this was the wrong carpet! And I wanted the correct one! (By the way, another carpet company DOES have a 60 day happiness guarantee and WILL take back the carpet no questions asked...)
I again was on an urgent quest for new carpet. Carpet One has a line of carpet called Escalante and offers a color called Tradewind that looks identical to Mohawk Soft DeCor and I was all set to order it but learned it was actually made by Mohawk. Vision Carpet Mills has a line called Sunset Cove I & II with an English Pewter color/contruction identical to Soft DeCor. Surprise, it's actually made by Mohawk. My Vision Carpet Mills dealer swore their carpet is made by Mohawk exclusively for them and that I would have no problem with getting the correct carpet, 'What I saw was what I was getting,' they said. They miraculously were able to have the carpet to their facility in days. The installer had it measured and cut for my bedrooms and when it arrived to my house, it was again the wrong English Pewter. Movers were coming in 2 days. There was no way I was going to have the color of carpet I wanted which meant I was paying movers only to have to ultimately move the furniture myself later into the bedrooms. The carpet dealer was shocked at the color difference. They took a snip from the correct color carpet square sample and overnighted it to their Mohawk rep. I was told he would call mills and stores and try to locate the correct color. Instead the Mohawk rep sent it to the Mohawk lab. Mohawk has learned the Soft DeCor English Pewter they are sending out IS NOT the correct color and my carpet dealer says Mohawk thanks me for bringing this to their attention.
Let me bring THIS to their attention: I am a single mom who has saved for years to buy a house. I shopped for carpet for weeks, ordered well in advance. Super that Mohawk appreciates me bringing this to their attention. I helped them. How are they planning to help me? My movers had no choice but to stack 3 bedrooms of boxes and furniture in the living room and kitchen – along with all those rooms' furniture because the 3 bedrooms have carpet pad installed. Made no sense to put furniture down only to have to move it out again and dragging it across pad was obviously a bad move. My dresser has 3 mattresses and a bookshelf in front of it that I fight to get clean clothes. My child's dresser is on it's side and can barely be opened because the clothes are piled on one side in the drawers. I accumulated 2 weeks of vacation time from work to be able to unpack and settle in once the movers placed the heavy furniture where it needs to go in the carpeted bedrooms – movers for which I paid. We are sleeping on the floor of one of the bedrooms because there literally is no place else to sleep. That room's padding is torn up from us and the dog walking on it. It will most likely need to be replaced at my expense I'm sure because I'm sure Mohawk will say it's not their problem. I beg to disagree because had Mohawk sent the correct carpet and had it been installed, the pad would have not been damaged. My two weeks off work was supposed to have consisted of unpacking the first week and painting and putting in wood flooring the second week. But with furniture and boxes piled to the ceiling and barely a path in my house, that didn't happen. I'm being told by my carpet dealer that they are being told by Mohawk that 'in a couple days' we should have the carpet. That was a week ago. It's always a couple of days wait every couple days haha. I know I am just one customer with 61.3 yards of carpet needed but this whole experience has been a waste of my time and my money, inconvenienced by Mohawk because they got things botched up on their end – not once but twice. Today is 11/2/16 and i'm just realizing I have been at this for nearly a month. Here's what Mohawk can do to remedy this: get me 61.3 yards of the correct English Pewter and install it and move the furniture into the bedrooms – all at no cost to me – and replace the destroyed pad in the 1 bedroom. That will be plenty of apology to me. I will be happy to amend my negative reviews because you better believe I am posting this every place I can so anyone else ordering carpet from Mohawk does not have the same experience. Maybe it's just an English Pewter thing. But if it happened here, what other color may have the same problem? Perhaps it's the quality control division entirely? Praying you have a better experience with Mohawk than I...
Product or Service Mentioned: Mohawk Flooring Carpet.
Reason of review: Not as described.
Monetary Loss: $3000.
Preferred solution: Deliver product or service ordered.
I liked: Carpet arrived to store timely but was wrong carpet.
I didn't like: Waiting a month for correct carpet.