We chose Carpetright to re-carpet and laminate our floors. The plan was to replace the downstairs laminate and the upstairs carpet. The ‘3 day’ laminate job took them over 2 months to complete due to huge mistakes by their fitters. The incompetence of the fitters caused us endless issues, from loss of income, limited access to our home for weeks, no access to furniture as that was piled high and covered and we were forced to eat meals upstairs on the edge of our beds until they fixed their mistakes. Overall it was incredibly stressful and we wish that we never picked up the phone to them in the first place. Day 1 (of many) - Carpet Right’s recommended fitter was sent round to uplift the old laminate to asses the sub-floor to see if it needed levelling before the new laminate was fitted. In his opinion he felt the sub-floor was adequate to lay the laminate on. In the next few days the new laminate was cut and fitted and away the fitters went. After walking on the new laminate we noticed huge dips under the floor, so much so that furniture was wobbling and we could not return the room back to the way it was, due to us being concerned that the furniture was going to fall over and break something or hurt someone. IT WAS BAD!!!! We called the store and the fitters came back. We explained the situation and although there was ‘push back’ from the fitters with comments like ‘it will settle’ and ‘not to worry’. After some convincing, the fitters agreed that the floor that was laid was far from acceptable and agreed to fix it. Attempt 2 - The plan was for another fitter to come and self-level the floor on Monday, re-check the problem areas on Tuesday and for the fitters to come and re-fit the laminate on Wednesday. They levelled the floor but decided not to come back on the following day to check the problem areas as promised. Wednesday arrives and as there are still big drops in the floor the fitters did not fit the laminate back down, as we would have had the same bouncing issue we had before. So they went back to the store and we had to wait around two weeks for them to be free to re-fit the laminate again. Baring in mind this should have been noticed on the Tuesday when the self-levelling job was meant to be checked. This caused us to have no access to our downstairs area for two weeks as we had drying floors, furniture stacked up in other rooms and we spent our evenings for those weeks eating our evening meals off the edge of our bed. Every time we called the store to get an issue like this resolved we faced the same answer of ‘the fitters are busy until 1 - 2 weeks from now’. As a customer that has already endured huge set backs due to the stores and fitters mistakes, I would have liked much more urgency to getting a resolution sorted instead of a back of the line attitude. Attempt 3 - The fitters come back and re-fit the laminate and once again we had to cancel work to for them to fix the ongoing issues. We seemed to be getting close to the finish line but they installed the wrong fittings. We called and they came back to fit the correct ones. They stuck the correct door ramps down with double sided tape and we were told ‘it’s not going anywhere’. Not only was it not installed correctly but it started to peel away from the tape 2-3 days later. I called the store once again and demanded that another fitter visited the house to sort this as it seemed pointless to get the double-sided tape fitters round again like the store suggested. I have already raised these issues with the store and their complaints department but I wanted to share our experience to give potential customers an insight to what happened to us, as I wish I had this information before picking up the phone. In the end we cancelled the carpet half of the order and the store gave us back a discount of £171 for the trouble. That price was actually negotiated up from their initial offer of £128.29 but even though we accepted the offer I wish I never called them in the first place. I have now got another company with great reviews in the area to carry out the rest of the work. Sergeant Carpets in Bognor Regis came and saved the day and gave us a professional service that CarpetRight could not come close to. Something to consider - The stores terms and conditions state that Carpetright act as a supplier of materials and are not responsible for issues with the fitters - As you pay the fitters separately. Whilst I understand the theory behind this, Carpetright did take on the role of project manager on this job as they put their own fitters in my property, took them off of the job and swapped them for new fitters. So if their fitters show up and do not do their job correctly I can not understand how Carpetright can not be held accountable as they are the ones providing the bad fitters. Either Carpetright need to do a much better job at making sure their fitters are performing at good standards or don’t supply anyone. Finally, the fitters finished off the job using the skirting trim that they fitted and had to lift up after the floor was not level. So the trim is covered in scratches and old nail holes. A perfect reflection of their overall professionalism and quality. Scratched and defaced as new. Well done Carpetright. Overall, we had a horrid experience using Carpetright and will never be returning.