Oh dear. Technically the store is the point of sale. If the store won't help you, you need them to put that in writing. Normally manufacturers have a relationship with the retailer and the retailer does all the leg work to notify the manufacturer there is a problem.

I have no idea what has already been said to Karndean so please take this with a grain of salt if you have already gone through these steps. First off, Karndean has to back track to find out when your retailer ordered this floor. The retailer is the one to deal with this type of stuff. Normally you contact the store, have someone come out. They document the issue (time frame, purchase date, installation date, etc) and then they send off the warranty complaint to Karndean. That's the normal way of doing things.

If the retailer has stepped back, you need to get that in writing and then send that in writing to Karndean...along with ALL of your documentation (purchase order, purchase date, item numbers, etc) found on a detailed sales receipt (ahem...from the retailer).

Whew. Now that has been done, it is up to Karndean to go back and forth with the retailer. But wait. Your retailer doesn't want to do this. Ok. Now they go back and forth with you...and your local Sales Rep. Ahhhhh....therre's the rub. The 'Rep' is a SALES rep. Not a technical rep. Oh dear. Now it will take LONGER to deal with this. Hmmm.

Sigh...I know this is discouraging. I get it. Hang in there. Send Karndean (or your rep...whichever) all the documents you have of this floor. The sales receipt and the statement from the retailer that they refuse to deal with this issue (that's rare...because they had a contract with Karndean at the TIME you purchased...which means they normally have to hold the bag for the duration of your floor's lifetime).

Do you have any boxes left over? Normally the retailer will ensure you purchase 10% extra so that you have enough waste to complete the job AND have 5% left over for future repairs. Did the retailer LEAVE your boxes behind??? If you paid for them they belong to you. Which is why you should have at least a few planks left over (I hope).

It is entirely possible the floor no longer exists and that a patch is going to come from your own home. Example: if this floor runs through several rooms, the person doing the repair would pull planks from one room (like a closet) and use them to repair the (?kitchen?) floor.

How old is the floor? Would you say you have MORE than 10% of the surface is damaged throughout the space? Or would you say there is LESS than 10% surface damage?

If you have 1000sf of this stuff (just to make the math easier) you MUST HAVE 100sf of damaged floor surface (not planks with spots on them but FULL removal of the surface over 100 square feet) for a 'wear through warranty' to kick in. This is a common disclaimer made by many flooring producers. If you have access to the warranty you purchased your floors under, you will need to look up the specifics of it. I may be wrong about the 10% surface damage...Karndean may have a different warranty than other vinyl producers. That's why it is critical you find the warranty document (written for the year you purchased) AND you take a educated guess as to HOW MUCH of the surface has wear through damage.

Thanks for the info. It's been a rabbit hole. When I called the retailer, they were of no help. I wanted to confirm the color because I wasn't certain. (I ended getting samples from Karndean.)

Floor was installed about 10 years ago. They hadn't computerized their records then. Yea, hard to believe. Anyway, they couldn't provide info about my sale. I no longer have a sales receipt from that long ago. The store replaced planks twice & didn't tell me that Karndean had a lifetime residential warranty, so I paid twice for planks & installation. I had a few planks left over, but not enough. I now need two boxes of planks, 72 sq feet.

Still waiting for an answer from Karndean. I can't afford to replace the entire floor with new flooring.

Well this is very disappointing as I am in the gathering info stage and had Karndean as one of those that I had only heard consistently good stuff........ I know the deal with some of these warranties can get sketchy but I would be very disappointed . SJ gave some good advice as to how to proceed. This really concerns because it is after all, the FLOOR, on which we walk and while I wouldn't expect to abuse it, it should stand up to normal wear and tear.......Please for sure post back with any news.

I really hope for a good outcome for you

Thanks, salonva. Karndean doesn't stand up to normal wear & tear. Indeed, it's a floor! Is it not to be walked on? The areas that are completely worn through are those that are used the most--in front of the kitchen sink, patio door, of course. Even areas with little use, are showing white areas on the edges. It looks horrible. Floor was professionally installed & I've only used Karndean products for cleaning. I wonder if the retailer stopped carrying Karndean because of these problems. Hope you find a product that's good.

Sigh...another 10 year old floor that appears not to make a 'life time' warranty. And this is again where things get sketchy.

You would need to find the original warranty (for the finish and the 'wear through' statement) for the product you used. After so long it will be near impossible to prove this is within warranty...for the situation.

I'm sorry you are going through this. This is part of the reason why vinyl finishes are 'trying' to get better and thicker. The latest technology has as much as 40mil wear layer (mil = millionth of an inch). The early editions (like 10 years ago) some of these floors had NO protection. It was 'colour' that was sitting directly on vinyl...nothing protective over the pattern.

I'm not sure where your floors sit...but again it would be up to SOMEONE to find the ORIGINAL warranty (and manufacturing profile) of your particular floor. And then you have prove your cleaning situation, your application of cleaner or the mop head, or the oil splashes...etc...did not cause this wear.

Sigh...I'm sorry but this is going to be a rabbit hole that will not come out in Wonderland.

I wasn't given a warranty when I purchased. Karndean residential lifetime (ha) warranty is online. Does say flooring has to be professionally installed, which it was. No oil splashes, no caustic chemicals, no chemicals at all. The wear is widespread, some worse areas than others. Can't prove what didn't happen, of course. Flooring would have to be delicate to necessitate a particular mop head:) I use a regular sponge mop. Nothing on their site about using anything in particular. Thanks for your insights. Very frustrating.

Gerri, I am so sorry that you are going through this. Your floor color and plank width look identical to the Karndean Knight Tile that I put in my home (every room) 16 years ago. The Knight tile has only a 12 mil wear thickness but mine has held up beautifully. It looks very close to as good as it did the day it was installed. However, I do not allow shoes in my home so that may be the reason my floor still looks great. Given my personal experience, I would have no problem going with a Karndean floor again, including one with a 12 mil wear layer.

Glad you've had no problems for 16 yrs, Good idea to not allow shoes. So much cleaner!