New Reviewer

Karastan never again.

Purchased Karastan area rug 5.3x7.10 from Macy`s The Fine Rug Gallery at Macy`s 155 Glen Cove road Carl Place N.Y.4/22/2019 Rug arrived 1 week later e-mailed Karastan told them the carpet will not stop sheading all over my home gave the carpet a good hand held vacuum inch by inch went back to the store asked them to put in a complaint to Karastan lady said she did on July 3ed 2019 called Karastan several times only to get the run around with phone numbers that went nowhere The carpet fiber sticks to the bottom of your shoes .
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Hello, I'm Laura with Karastan, and I'm very sorry to hear about your experience with your area rug. You mention calling Karastan but I'm not sure if you've contacted Mohawk Home, which is the area rug division of Mohawk Industries (owner of Karastan).

Mohawk Home would be happy to assist you - you can give them a call at your convenience at 800-553-****. I apologize again for your experience with your area rug.


Laura,I was asked to send all photo`s and e-mails witch I did I was told yesterday I would not receive a refund witch I asked for I was asked to sign a letter that states they will pick up the area rug and I receive a credit for Macy`s Fine Rug Gallery good for 30 days I`m not happy because what happens if I can`t find something I want I will have to settle just to pick something I don`t think a credit should be good for only 30 days this is not the outcome I was hoping for.


Hello, I apologize that you are unhappy with the offer of the credit to choose a different rug within 30 days. I don't know if the offer can be modified, but please communicate your concerns to whomever provided you with the offer, whether it was your Macy's store or the Mohawk Home team.

I apologize again for your experience. Laura with Karastan


Did so to no avail does the 30 days start after they pickup the return when does it start. Went back to Macy`s yesterday to see if I could find another Area Rug every rug that I liked I was told they shed so I will not repeat that again.

I`m hoping they get some new stock in the colors I need (navy) I hate to buy something I don`t like just to use the Credit in 30days. Linda


Hello Linda, I recommend asking your retailer when the 30 days begins, as they will be able to check this with their contact at Mohawk Home. I apologize again for your experience. Laura with Karastan

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#1584561 Review #1584561 is a subjective opinion of poster.
Hempstead, New York
Karastan Rug
Reason of review
Damaged or defective
Preferred solution
Full refund
New Reviewer

Never buy Karasta or SmartStrand

Karastan - Never buy Karasta or SmartStrand
We installed Karastan Barrocco Mineral #78008 made from SmartStrand in 2015. Within a year the traffic pattern was a disaster. We are 2 adults living in a 4000 ft pristine home, cleaned by a housekeeper. Karastan Inspector came out and said we would have to hire a lawyer to proceed with a claim. $4150 original cost including upgraded pad. Ed's Fine floors in North Richland Hills, TX were great to work with and agreed the carpet had worn very badly. Now I am replacing with Nylon which has worn well for us in the past. I bought Karastan due to quality image, but never again and never again for SmartStrand. I am attaching the most recent picture. Buyer Beware!
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We would have to hire someone at our expense which is not acceptable. We have a lot of carpet in our home and have never had an experience like this.

This was our first time with Karastan and Mohawk and from now on we are going back to Shaw unless we can get an adjustment on future flooring. I am happy to provide you with the claim number Claim # 689**** Ryden.

After I posted on this website previously, I reached out again to the person at Mohawk handling the claim and got no response. So in addition to poor quality we can add poor customer service.

@Kinsey Emc

Thank you for providing the claim number. The Consumer Affairs team located the claim and confirmed that a second inspection would be the next step to reopen the claim, since it was declined based on an inspection and sample lab testing.

I understand that you do not wish to commission an inspection.

I apologize again for your experience. Laura with Mohawk and Karastan


Hello, I'm Laura with Mohawk and Karastan - I apologize for your experience with your flooring, and for my delay in seeing your post. Without a claim number or name I cannot determine any claim details.

If Karastan sent out an independent flooring inspector and the claim was declined based on the inspector's report, you would have the option to hire an inspector to assess your flooring and submit a new report to Karastan, which would reopen the claim. The inspector should be certified either by the NICFI - - or the IICRC - -- on both sites, you can find your nearest certified flooring inspectors. They usually have a wide radius of service.

You or the inspector can send the report to consumer@***.com. I apologize again for your experience.

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#1497485 Review #1497485 is a subjective opinion of poster.
Grapevine, Texas
Karastan Barrocco Mineral Water Carpet
  • Durability
Reason of review
Warranty issue
Preferred solution
Replace with different choice

Karastan backordered until infinity?

My home was measured for 1400 square ft Karastan undyed wool carpet on April 29, 2016 and was told delivery time was 2-3 weeks; end of May still on back-order. I was told delivery would be at retailer June 29 with installation week of July 11. Paid to move all my furniture July 6 and my dining room is now filled with beds, dressers, couches etc. Was then told updated back-order to Aug 1 with no firm-fixed date. Retailer is cooperative since they have an $8000 deposit. No response from Karastan from 2 email inquiries. Delivery of product and consumer relations is unacceptable. I expected quality service for a supposedly premium product.
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1 comment

Hello, I'm Laura with Mohawk Flooring - I'm so very sorry for your experience with your order. I'm not sure of the content of your emails to Karastan, but I know that all delivery info would need to come from your retailer, and not directly from Karastan; your retailer would be able to work with Karastan on your behalf for all concerns you have.

Regardless, I apologize for your experience.

Take care--Laura

#880359 Review #880359 is a subjective opinion of poster.
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Mohawk does not stand by Warranty - totally outrageous!

We had Karastan Smartstrand carpet installed with the SmartPad after seeing advertising about how this carpet cleaned up after a Rhino lived on it for a year. We have 2 dogs and needed something that would not stain or retain odors. This carpet was warranteed again pet urine and staining. After 5 years, with yearly steam cleaning, the carpet started showing large round areas of staining on the stairs landing, the hallway, and the master bedroom. We had an installer come out to replace the landing since the stains kept re-appearing. He pulled back the carpet and advised us he was a certified Karastan installer and that our carpet should not be doing that, was defective, and should be replaced We filed a claim with Mohawk. They requested cleaning receipts which we provided. They then sent out one of their carpet inspectors and of course, the claim was denied. They then told me to hire a master carpet cleaner to clean the backing, which I did. The master carpet cleaner said it would be a waste of money to clean the carpet and that it needed to be replaced. I called Mohawk again and they said I could re-open the claim, but we would need to hire an independent carpet inspector. Most of the inspectors I spoke with said that Mohawk is the worst company as far as standing by their warranty and will give consumers the run around and never settles claims. I am having an inspector come and will re-submit it to Mohawk. If they do not replace the carpeting, my next steps are small claims court, social media, as well as TV consumer reports, (class action suit anyone?). I'll let you know what happens.
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Count me in! My carpet is less then 3 years old, seasonal residence, 2 adults, looks very worn, worse then 10 year old carpet we replaced.

We have only been living in the residence a total of 10 months.

Had it cleaned, barely looks even worse. Mohawk and dealer, Wayne Wiles, Ft Myers, Fl of no help.


I'm having a similar problem. I posted on social media.

Seems other people r having the same problem.

Maybe we could collect people. It's always good when u have strength in nimbers


Hi Patti, I'm Laura with Mohawk Flooring. I'm really sorry to hear about your experience with your carpet!

I just heard from our Consumer Affairs team that they've been in touch with you regarding your concerns, so thank you for giving us the opportunity to address them! Take care, Patti - Laura


Hello again Leslie, This is Laura with Mohawk. I'm so sorry to hear about your experience.

I alerted the Consumer Affairs team that a new report will be coming in, so we'll be following up once that is in hand. Thank you, Leslie, and take care-- Laura


No carpet will stand up to peeing dogs. Try wood floors. Do not bring your dogs to my hotel.

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#726664 Review #726664 is a subjective opinion of poster.
Aurora, Colorado
Mohawk Industries Warranty
Reason of review
Warranty issue

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