Our carpet was bought in 2016. I initially though fiber loss was due to being new carpet. It has continued the whole time. We constantly have whole fiber pieces sticking out and laying around. We spent a couple years trying to get Carpet Direct in Grand Rapids MI to deal with it and they wouldn't so we have just been living with it. Theres also strange lines across the carpet. Phenix wont talk to customers directly. The seller of the carpet wouldn't handle it so we have been living with a defective product and no ability to resolve.
Customer response
04/24/2023
The warranty paperwork is from stainmaster and is for 25 years but it does not address carpet fibers falling out completely entact which would be a manufacturing problem, not wear.
- Complaint Type:
Delivery Issues We purchased carpet through Phenix Flooring, Inc. at Home Depot in Fuquay-Varina, NC on 08-09-2022. On the scheduled delivery date, 08-19-2022, the store had to call Phenix to find out why our carpet wasn't delivered, only to find out that it was supposedly on back order. The store allowed us to choose another carpet. On the delivery date for that order, 08-22-2022 we were again informed that it was not going to be delivered. BOTH TIMES Phenix assured the sales person at Home Depot that the carpet we selected was in stock and available, and would be delivered on time. Delivery date pushed out another week and a half, maybe [their words]. The only thing their customer service rep would say to me [after holding for over half an hour] is that they could not talk to me due to "contractual obligations" with Home Depot and we would have to get the retailer to call them. Once we did that, Phenix claimed that they couldn't find our order, despite telling the retailer earlier that the carpet was on the truck. We are now two weeks behind schedule getting our house on the market, out nearly $3000, and have no clue when our carpet will be delivered.
Business response
08/29/2022 Due to contractual obligations with Home Depot we are unable to communicate order status to a Home Depot customer. The customer will need to work directly with Home Depot to receive and updated status. - Complaint Type:
Problems with Product/Service This is a follow up from a previous filing to BBB [complaint ********], involving faulty carpeting installed by Lowe’s. After multiple attempts to correct a poor installation [not installed according to contract] and poor materials [delaminating and the presences of “seconds” utilized in the install], Lowe’s and Stainmaster [owned by Lowe’s] refused [8/12/22 email, copied to BBB on 8/12/22] to correct the problem. 1] I called the manufacturer, “Pharr Yarns, LLC dba Phenix” and they refused to talk to me [rudely in fact]. Lowes must initiate the call. 2] Stainmaster stated that I did not follow the warranty [never received one in my sales packet]. They stated that the rug must be professionally cleaned, which would have been impossible due to the COVID isolation. Investigating the warranty, it covers the yarn [which Stainmaster acknowledged on 7/18/22 phone call with me]. My issue is the underlayment failed and started separating from the yarn through simple vacuuming. Yarn is in excellent shape. 3] When the COVID restrictions were lifted, I went into the Lowe’s store to request that they honor the contract and stretch the carpet mechanically. I also wanted to order new vinyl flooring for my basement. They told me that they will contact a partner and have it corrected. After the vinyl installation, they stated that the warranty for install was one year, which lapsed prior to the COVID isolation, a fact they could have told me during my vinyl purchase. Lowe’s told me that the carpet was discontinued. In a spirit of cooperation, I was willing to accept stretching as opposed to replacement. A week later, they notified by phone that they will not correct the problem. I told them they are hiding behind a warrantless claim of the Stainmaster warranty, and they simply apologized. Please review additional data and documents in the original complaint *******]. The bumps in the carpeting are becoming a tripping hazard. Regards… *** ******
Business response
08/29/2022 Due to contractual obligations with Lowe's, we are required to refer the consumer back to Lowe's. All complaints and requests will be required to come from Lowe's.
Business response
09/07/2022 Due to contractual agreements. Any claim regarding a Lowe's consumer, must come from Lowe's for investigation.
Customer response
09/08/2022
Complaint: ******** I am rejecting this response because the product is faulty. I will be considering legal action. I have already cut up my Lowes credit card and will move my business to Home Depot. No further action is needed from BBB. Thank you for you efforts in this matter. Sincerely, *** ****** - Complaint Type:
Guarantee/Warranty Issues Phenix has refused to help assist me - I purchased carpet through a local Flooring Company and it is defective. The carpet is coming apart and Phenix won't discuss the carpet claim with me, the customer who paid for this crappy carpet
Customer response
05/24/2022 This complaint has been resolved. I couldn't figure out how to close this online. Please close the complaint. - Complaint Type: Guarantee/Warranty Issues Purchased an expensive carpet With a warranty of one years from ****'s remainder of warranty through Phoenix flooring. I only had the carpet installed about 14 months, the padding underneath is pulling away in areas, there is carpet glue coming up from carpet every time I vacuum.. with all of the above issues you feel like you are walking on waves of water.. They are refusing to send someone out to look at the carpet & issues Pictures are not going to show other issues - The only way that would be able to be done is by me pulling the carpet up off the floor, which I am not doing.. In the picture I am sending you can clearly see all the carpet fibers- which is every time I vacuum!!!!! The carpet in areas is also flat!!!!
- Complaint Type:
Guarantee/Warranty Issues April 2020, 10k worth of high end Phenix / Stainmaster carpet was purchased from dealer ********* in SLC. We were sold on the LIFETIME stain pet protection and the Phenix carpet quality. We informed Stainmaster about numerous stains we had in our carpet and wear problems we were having. They have done whatever they can to get out of standing behind their warranty. They even had 2 people inspect [i guess they must not have liked what the first one had to say about our carpet]. I was informed the lifetime warranty only applies to "visible" stains and they would not accept the claim. Well, I have visible stains, as well as stains that show up under black light [which is still a stain]. We were told the fibers were treated on the carpet and would repel stains, not absorb them. I would like to see anywhere in your warranty it states it only applies to stains you can see under natural light. The Phenix mill was asked to step in by the dealer. Again 2 more inspectors were sent out. The first felt there were numerous problems with wear, threads coming up, fibers coming up, corn rowing, and of course stains. The second inspector said he would fill out a report. The carpet is defective, the carpet treatment is defective and looks terrible in less than 2 years. Not acceptable for a LIFETIME warranty carpet, and the higher end Phenix line.
Business response
03/21/2022 Business Response /* [1000, 8, 2022/02/14] */ The concerns with the carpet are due to cleaning/maintenance related issues, installation related issues, and locally caused issues. There are no defects in the quality or workmanship in this textile carpet. Consumer Response /* [3000, 10, 2022/02/14] */ [The consumer indicated he/she DID NOT accept the response from the business.] The carpet is fraying, showing excessive wear and having fibers coming up after less than 2 years. This carpet is defective. It is supposed to be LIFETIME warranty. Stand behind it. Business Response /* [4000, 12, 2022/02/22] */ An independent inspector deemed the concerns with the carpet are due to cleaning/maintenance related issues, installation related issues, and locally caused issues. There are no defects in the quality or workmanship in this textile carpet. Consumer Response /* [3000, 21, 2022/03/08] */ This reply is a complete lie. There are absolutely no cleaning issues. The carpet is fraying. The carpet is not repelling stains. The lifetime pet warranty is not being covered. The carpet is less than two years old. Stand behind your warranty. - Complaint Type:
Problems with Product/Service Had local carpet store ***** carpet install Phenix carpet in my home last August. After a few months carpet showed wear and was breaking down, getting fluffy, and loop pulls. ***** asked Phenix to send out their inspector who made no note of the carpet breaking down and fluffy was and of course claims noting is wrong with the carpet and because of this Phenix will not help my installer ***** carpet fix this situation and stand behind their warranty. Carpet should not break down in less than 6 months.
Business response
10/06/2021 Business Response /* [1000, 17, 2021/10/06] */ There is no actual wear or long filament slippage above the pile surface. No manufacturing deficiencies were found in this Phenix Flooring carpet by an independent inspector. Consumer Response /* [3000, 25, 2021/10/18] */ I am not in agreement with the resolution. I had the installer come out and inspect the carpet within months of install and they felt the stairs and some traffic areas had abnormal wear and loop pulling issues. They contacted the manufacturer who sent our a carpet inspector that they paid for who of course found no issues and did not even make note of the wear on the stairs. I do not agree that an they sent an independent inspector as they paid for them. I still believe that carpet with the warranty of 10+ years should not show the poor condition within months of install and feel they should offer a credit or a replacement. Thank you - *********** Business Response /* [1000, 17, 2021/10/06] */ There is no actual wear or long filament slippage above the pile surface. No manufacturing deficiencies were found in this Phenix Flooring carpet by an independent inspector. Consumer Response /* [3000, 25, 2021/10/18] */ I am not in agreement with the resolution. I had the installer come out and inspect the carpet within months of install and they felt the stairs and some traffic areas had abnormal wear and loop pulling issues. They contacted the manufacturer who sent our a carpet inspector that they paid for who of course found no issues and did not even make note of the wear on the stairs. I do not agree that an they sent an independent inspector as they paid for them. I still believe that carpet with the warranty of 10+ years should not show the poor condition within months of install and feel they should offer a credit or a replacement. Thank you - *********** Business Response /* [1000, 31, 2021/11/18] */ We sent an independent inspector out and they reported there is no actual wear or long filament slippage above the pile surface. No manufacturing deficiencies were found in this Phenix Flooring carpet. Consumer Response /* [3000, 33, 2021/11/20] */ [The consumer indicated he/she DID NOT accept the response from the business.] Again. I am not in agreement with the resolution. I had the installer come out and inspect the carpet within months of install and they felt the stairs and some traffic areas had abnormal wear and loop pulling issues. They contacted the manufacturer who sent out a carpet inspector that THEY PAID FOR who of course found no issues and DID NOT even make note of the wear on the stairs which was one of the main original complaints. I do not agree that they sent an independent inspector as they paid for them. I still believe that carpet with the warranty of 10+ years should not show this poor of condition within months of install. The dot pattern on the stairs is gone as the carpet instantly fluffed up and there are constant loops pulling out and more. I still feel they should offer a credit or replacement. I though Phenix was a good value but it appears it is just poor quality. Consumer Response /* [3000, 35, 2021/11/20] */ ***Document Attached*** Business Response /* [4000, 37, 2021/11/24] */ There is no actual wear or long filament slippage above the pile surface. No manufacturing deficiencies were found in this Phenix Flooring carpet by an independent inspector. Mannington [Phenix] stands behind our decision. No manufacturing or warranted condition has not been found, and we are unable to make any adjustments on this claim.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
What are the disadvantages of luxury vinyl plank flooring?
Disadvantages of vinyl plank flooring.
Can't be repaired. One of the biggest so-called downsides to vinyl plank flooring is that it can't be repaired easily. ... .
Can be toxic. ... .
Can fade in the sun. ... .
Doesn't add value to your home. ... .
Can be tough to remove. ... .
Nonbiodegradable..
What is the recommended thickness of luxury vinyl planks?
Luxury Vinyl Flooring Thickness Options Commercial spaces often favor 6mm to 8mm thicknesses with SPC core. Though thicker options are costlier, it's crucial to balance value and performance. The 4mm and 6mm options suit many residential settings, while 8mm is also popular in both residential and commercial spaces.
Is there a difference between vinyl plank and luxury vinyl plank?
Luxury vinyl is a more durable option because of how thick it is. It also has more protective layers. At the same time, you can disassemble the floor to replace a damaged plank and better repair your floor. Luxury vinyl will provide protection against common wear and tear and protect the subfloor beneath it.
What is the life expectancy of luxury vinyl plank flooring?
Generally speaking, vinyl sheet flooring will last anywhere from 10 to 20 years, while vinyl plank and tile flooring will last 15 to 20 years. The thickness of its wear layer vastly impacts vinyl flooring's lifespan, so pay attention to this detail when purchasing your flooring.