This was a case presented by a consumer who was concerned her new wool carpet was “bearding” or fuzzing. She said that the condition was extensive and the carpet had been down for only a short time. The product, which cost a considerable sum was supposed to be high quality, was not performing up to her expectations.

STEAM FOR CRUSH MARKS

This woman also had a concern with a nylon carpet which had crush marks in another room. After it was steam cleaned to remove the crush marks, it felt stiff and the marks were still there.

The dealer looked at the products and there had been remedial service to the nylon carpet to remove the crush marks but the problems persisted and the consumer was upset enough to take her cry for help to someone else. The bearding of the wool carpet could be normal. Wool berber, by its nature, will exhibit some fuzzing. This is because wool is a staple fiber and, in a Berber, a thick yarn is used and small amounts of wool will work themselves out to collect on the surface of the carpet.

Normally, this will slough or vacuum off. However, if the fiber collects on the surface to an excessive degree and results in a highly fuzzy condition, there is a problem.

It may be something in the processing of the yarn which will cause wool fiber to come free, or there may have been inadequate latex penetration and encapsulation in the latexing or finishing of the broadloom, common with this type of product. This was a tufted, not a woven wool berber so it is very likely that this is the problem.

SPUN STAPLE FIBER

This issue is more critical with a wool Berber, since wool is a spun staple fiber and will fuzz more extensively if not properly controlled through its spinning process and the final finishing processes of the broadloom. I love wool carpet, but I am not fond of wool berber because it has a tendency to fuzz on the surface, regardless of how well it is processed or constructed. Unless you tell the consumer it has a tendency to do this, you may be setting yourself up for a problem.

This concern is severe enough to cause the consumer distress to the point that the issue is now a matter of principal. Here’s a customer who bought a very high- end product and is not getting high- end service.

SHEARING

The fuzzing on this carpet may be eliminated by shearing, if there isn’t a more deep- seated problem. We’ve performed this service before to correct just such a condition with good results.

As for the other product, crush marks are very easy to remove in nylon carpet. All you have to do is use a steamer to apply steam only to the area which has the roll crush.

While steaming, use a Handi-Groom to brush up the carpet nap so it stands up straight. Keep in mind, you’re not only steaming the face yarns, but the backing which has been indented. The carpet will look different in the steamed area because there will be a slight textural and color change. Once the product cools, both of these changes will relax and it look normal, especially after vacuuming. There is no reason to steam the entire carpet, doing so won’t remove the crush marks.

The consumer’s carpet became stiff is because the cleaners left a residue. This may resolve itself with use and vacuuming, but there is no reason to exacerbate the concern while trying to the problem. The carpet didn’t need cleaning, it was new not soiled, it only had to be treated to relax the crush marks and live steam is what had to be used, not steam cleaning. Steam cleaning is more effort, expense and trouble than crush marks warrants.

At this point, replacement may be the only recourse. Had the concern been handled properly from the start by explaining fuzzing of wool berber and the possibility of shearing, the consumer may have been satisfied. And, had the crush marks been steamed properly, they would have gone away. However, when you have two products which generate complaints, it’s a double whammy.

For these reasons, you have to make a greater effort to understand the products your selling. It might be a good time to consider attending one of our LGM Carpet Seminars so you’ll have a better understanding of the carpet you sell.