This Tech Center provides a consistent means for discerning warranty-related issues and filing complaints.
Any complaint dialog should include all parties to the sale, transportation, installation, and maintenance of the floor.
In the event of a flooring issue, we seek a solution that is fair to all parties involved. That requires complete, accurate, and timely information. Determining the cause of a problem is critical to achieving the correct solution quickly without repeating previous mistakes.
Somerset is responsible for manufacturing the flooring properly. However, flooring is not a product that is ready for consumer use as Somerset ships it. It must be installed under proper site conditions and to industry standards, and properly maintained thereafter if it is to perform well for the customer.
Pre-existing job site problems, or those that develop after the fact are not the responsibility of Somerset, the flooring distributor, dealer, contractor, installer, etc.
Flooring inspections should be done from a standing position (5’ up and 2’ away) under normal lighting conditions. Glaring light should not determine acceptability.
If you are a homeowner or property owner that is having a problem with your floor, the first step is to contact the retailer or installer that sold you the flooring.
It is estimated that more than 90% of all flooring issues are the result of improper installation conditions or practices—and are not related to product defects.
Please refer to our current Limited Warranty document for information about what is, and is not, covered by the warranty. We have provided detailed information in the tech center that explains common issues with flooring that are not warranty-related, but are caused by environmental problems, improper installation, etc. Check out the information center to help you discern next steps to correct the problem you may be having.
Somerset manufactures quality flooring in the USA and we stand behind our products. If your issue involves a true manufacturing defect, please have your retailer submit a warranty claim form and contact us to resolve the issue.
Thank you for buying Somerset flooring. We work hard to make sure customers are happy with, and enjoy, their flooring.
—Tony Miraldi, Technical Services Manager