What do you do if the product you ordered doesn’t look like the sample? And, how much different can it look? These are questions that come up frequently.

One of the biggest variables is the product’s color. Did the color ordered from the sample arrive as the same one chosen? It may not have for several reasons. Your samples may have been around awhile, and the color could change from exposure to UV light from the sun or the store’s fluorescent lights. It could have changed from ozone or oxides of nitrogen, both of which are prevalent in the air.

The samples may also look a little different due to being handling and exposed to whatever you might subject them to. Additionally, color will vary from dye lot to dye lot, and there should be a statement about this on the sample.

In a commercial application the dye lot variation should not vary a great deal in a large run because there may be so much of the same product in one place.

Commercial color match is a sequential shade matching of the different dye lots so when the carpet is laid out the color change will be gradual. The carpet has to be installed in the color order, not the roll order, to ensure the shade variation is not starkly evident or contrasted dramatically. This is determined by the manufacturer before the product is shipped.

Another factor in appearance difference is from texture. With carpet, the texture should look close to the sample. Texture can vary due to variations in the tufting process, the yarn or the shearing—if it is a sheared product.

There can also be variations from the sample with other types of products. Wood, laminate, vinyl and ceramic can all have differences in color and texture from run to run. It is your responsibility to be aware of this and convey it to the consumer. You may not say anything for fear of losing the sale, but if you are aware that some of them always arrive with a slight difference you have to let the consumer know. If you do this right you won’t lose the sale.

All this being said, how much different can the product look from the sample? There can be subtle variations, but if there is a blatantly obvious difference that should be a clue it is too far off.

This could be argued by a mill by saying it is within tolerance. What is tolerance and how do you quantify it? There is no industry standard, but there is reasonable variation.

When we get involved situations we closely analyze and evaluate the product and, if necessary, test it to determine what is making it look so different. Color can be tested by looking at it under a variety of lighting. Plus, pile height, yarn twist, stitch rate, filament ends and a myriad of other analytical tests can be performed.

Sometimes a mill will say its the way this product looks from run to run and it does not know why. Does that really happen? Yes. A dial turned here, a button pushed there, a line slowed, a blend changed are some of the things which can affect the way a product looks.

These issues are much more critical in commercial situations, especially if the selection of a product was made from a sample.

If you have a situation like this we can take the sample and what was received and determine why they’re different. We may not always be in the right seat, but we’ll certainly be in the right stadium. Call us if you need help with anything, on any flooring product, residential or commercial. If we can’t help you no one can.