A floor covering dealer contacted us regarding some problems he is experiencing with an expensive woven carpet he recently installed in a large home. The carpet is wrinkling, there are creases forming in it and it is changing in appearance. The appearance change is most noticeable in the hallway entering the master bedroom. The carpet had been installed for about three months before the retailer got the first complaint, which was for wrinkling. He inspected the carpet and noticed it had creases running the length of the hallway. The creases actually run across the width of the carpet. At the same time, the dealer noticed an appearance change in the face of the carpet, which affected the shade and texture.

The dealer sent us digital pictures and an e-mail describing, in outline form, what he had seen, done and what was being exhibited in the home. After we looked at the information he sent, I called him and we discussed the situation and got him answers.

The wrinkles in the carpet are the result of using a cushion that is too thick and too soft for this product. The wrinkling problem can be resolved by replacing the cushion with a low-profile, high-density cushion from Healthier Choice- either at 7/16-, 3/8- or 5/16-inch thickness and all having a 10-pound density. The wrinkles result from the carpet being loose and creases forming in the woven weft part of the carpet backing. When the cushion is replaced and the carpet power stretched, the wrinkles should get pulled out.

The change in the face of the carpet is another matter. Fixing the wrinkles is the easy part. However, there is nothing that can be done to remove the pile reversal, shading and compression on the face of the carpet. The carpet is a heavy (about 70 ounce), high-cut, pile product that has virtually no twist in the yarn. When subjected to hallway traffic that is concentrated and unalterable, the pile will compress and cause light to reflect differently off its surface. That, coupled with the fact the carpet is actually undergoing a textural change, a common characteristic for this type of product, renders the correction of this condition impossible. The only way to resolve the change in the appearance of the product would be to replace this carpet with one that won't look this way. Since this condition is not a defect in the goods but a normal performance characteristic of the product, the manufacturer has no legitimate reason to replace it.

The retailer now has to deal with an unsatisfied customer that spent a lot of money on a product that was very expensive. The consumer is not going to be very understanding of the dealer telling her the carpet is not defective, and what is occurring is a normal performance and appearance alteration of this style carpet.

With all the compounded problems that exist in this high-end job, replacing the cushion and restretching the carpet is not going to settle this complaint. The consumer will still have a carpet that is an embarrassment to her. The only solution is to replace the carpet with something else, unfortunately at her expense.

The lessons here: Know the products you sell and how they will perform- no matter how expensive they are, they may have inherent performance characteristics that can get you in trouble. Use a cushion that won't create problems for you, and call us when you have a question or need help.