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Review 6/4/2011
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Carpet was installed 1/24/11. As the installers were finishing up they dropped a tool in 2 different spots which left black marks on the carpet. The installer immediately cleaned the spots. The next day I could easily see the 2 areas that had been cleaned--they were each about the size of a 50 cent piece. No stain was visible, but the texture in those spots was different. I contacted the install company & they felt that there could be some residual stain present. I did not agree but allowed them to send a professional cleaning company out to clean the areas. The technician did not see any stains, but went ahead and used hot water extraction to try and "feather" out the areas. When the carpet dried I went from having 2 spots each the size of a 50 cent piece to 2 spots each roughly the size of a basketball. At that point I began working with Lowes (the place of purchase). A man from Lowes came out and he immediately saw the issue and contacted Royalty Carpet Mill. There was little response initially -- and then they kept trying to say it was an installation issue. Ultimately they sent someone to look at the carpet. That person's assessment was that nothing is wrong with the carpet, and that "steaming the areas around the spots will help blend the carpet". That didn't happen last time, the spots just got bigger, so there is no way I am going to follow that misguided advice. Very disappointed in the quality of the carpet, as I was told Royalty was a superb manufacturer and that they stood behind their product. Sadly neither are the case.
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