Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,137 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

Questions

Metrics

1.6

Based on 1,137 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 23%
Accurate And Undamaged Orders	Greater than 65%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Avg Email Response Time	12 minutes
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

0330 333 3444

Location:

Purfleet BypassPurfleetEssexRM19 1TT
RM19 1TT

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought flooring from Livingston store, wrong one fitted, they did admit it was their fault and after a lot of wrangling they agreed to put right, they have but expensive door bars paid fir didn’t arrive, assured fitter would bring on 22dec waited in he never came, went to shop in person and picked up myself, as we are both disabled this is not ideal, the way we have been treated between a badly fitted bedroom carpet and the flooring etc We feel compensation for the. Distress this has caused us not unreasonable”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the poor fitting and the overall poor service you have had. Please email the details and order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“CarpetWrong CarpetCockUp CarpetLies CarpetToughSh!t Utterly appalling 'Customer Service' at CarpetRight Christchurch! Based on many contacts with the store, after placing my order, I don't believe that some of their staff even know what customer service is, or meant to be. It seems that some of their staff believe that 'customer service' is the customer working hard to make their jobs easier while they have a laugh, snack or a cigarette outside. They are so disorganized that they can turn even the simplest task into a series of disasters, compounding a non problem into something impossible for them to fix. Staff will happily create a smokescreen of lies to cover up their own mistakes, or just blame others. The staff are so lazy that they almost never return calls, often don't answer the phone and often can't even be bothered to help if they do! I've even been told by a long-standing member of staff at Carpetright Christchurch that my problems were "just Tough Sh!t" !!! as they hung up on me to get back to their feeding or cigarette needs. Yes, you did read that correctly Stuart told me that the catalogue of mistakes they had made, and lies that they had told me, were "just tough sh!t!!!"”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for taking the time to leave your feedback, it is really important for us to improve our services. I've sent your details over to the store management so this can be looked into further internally. Kind regards Dilan

Posted 3 years ago

“Absolute shambles, 2nd time we have used carpet right in the last 12 months, both times rubbish. Don't turn up when they should, complaint from fitter because we live 12 miles away from the store, finally got first carpet done last December after ordering in September. Reluctantly ordered lounge carpet in November & and told it was in stocks would be in touch in 2 weeks to organise fitting. 3 weeks later got a call to say fitter would be with us first thing on 21st December. Waited in no call or no fitter up to 1pm, then fitter rang & said on his way. Turned up about 1.15, said couldn't manage it on his own it would be a 4 person all day job. Also had wrong carpet with him. He said he would go back to the store & phone once he had spoken to the manager. We heard nothing from the store for over 2 hours, we phoned the store was passed from one person to another, finally got to speak to the manager, said he would try & arrange for the next day(today) was expecting a phone call from the manager at 10pm, not heard anything so rang once again at 11 am after about 30 mins managed to speak to the manager, no further forward now saying he's arranging for tomorrow, after changing our plans today, & sitting & waiting. He was very rude & hung up on us. Still waiting. ¡!!! Avoid like the plague”

Helpful Report

Posted 3 years ago

Hi Janet, I am very sorry to hear about this unacceptable experience you have had. Please email the details and order number to customer.service@carpetright.co.uk so we can investigate and put this right. Regards Dean

Posted 3 years ago

“Ordered a hall/stair/landing carpet. The fitters were useless. They damaged the paintwork on the walls and on the wood up the stairs, which I had just paid a fortune to have decorated. The carpet wasn't fitted probably and is fraying terribly. It doesn't meet the edge on the landing, which I told them at the time of fitting, but they argued with me that it was meant to be like that. After vacuuming the carpet, lots of loose threads appeared and tufts were coming away from the carpet. On the landing, the edge of the carpet lifted and treads just wrapped around my shark hoover, nearly ruining it. Now the carpet is disintegrating along that edge. I have complained and the fitters have returned twice, the first time with a stanley knife and a bottle of tipex to put on the chipped paint. I asked them to leave. After contacting trading standards I was advised to have them back to correct the work. This time was even worse. They turned up at my door with no face masks. I asked them to put one on, and they huffed and went back to rummage through their van to find one. Again, they got the stanley knife and started to cut off the loose threads and run the blade along the paintwork causing more damage. I asked them to stop. When it came to correcting the carpet on the landing, the fitter did not know what to do, so took pictures and said he would have to call his boss. When pointed out other issues, he became angry. He called the deputy manger of the branch I bought the carpet from. He passed the phone to me. Then the became angry and started shouting at me accusing me of finding things wrong with his work. I became distressed and shut the front door on him. I told the manager I would have to call the police as he was threatening me and I was there on my own. I was shaking at the the time. I opened the door and handed back his phone then shut the door. They left after that. I have been in contact with customer services throughout, who say the is nothing wrong with the carpet. The fitters have never solved any of the issues raised. The fitters were supposed to have given me a payment of £210 which I had claimed for the re-decoration, but never mentioned it. I now approach Christmas with a fraying carpet and damaged walls. I paid £605 for the carpet and £100 for fitting. What a waste of money and too much stress. Never, ever deal with this company again.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the experience you have had. Please email the details and order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“DO NOT BUY OFF carpetright! I was told the carpet I wanted was in stock when I ordered on November 18th . They told me that it would be fitted on 13th December. Two days before it was meant to be fitted I was called by the store and told that there was a mistake and it wasn't actually in stock when I ordered it, therefore I couldn't have it fitted on the 13th. I had both rooms emptied and ready for the carpet to be fitted. We had £5000 of furniture being delivered on the 14th but due to this horrendous service we have had to pay for it to go into storage. I decided to get a refund and buy a carpet locally, so I paid a deposit for a different carpet and then I would pay the remainder the following day, however it took a week to get my money back from them which basically means that we couldn't get a carpet fitted for Christmas or have our new furniture in place for Christmas. It also means that we can't have the Christmas Eve party we were hosting for my family.”

Helpful Report

Posted 3 years ago

Good afternoon Mr E Thank you for taking the time to leave your feedback. I am sorry to hear about your experience. Please would you be able to email your details to customer.services@carpetrigt.co.uk so we can look into this. Kind regards Dilan

Posted 3 years ago

“I need my whole house carpeted and after reading the reviews I am minded not to use carpetright, sorry but the reviews are poor so I will look elsewhere.”

Helpful Report

Posted 3 years ago

“Awful company bought a bed and the mattress has collapsed. They sent a man round to look at it and he has lied on the form saying it’s because we sat on it even though it collapsed at the head end and we had to turn it around. Now having to pay for an independent company to assess it. I would give them less than one star for customer service if I could please avoid them at all costs. He has also lied about everything else on the form I presume this is so they don’t have to replace it. Awful company AVOID”

Helpful Report

Posted 3 years ago

Hi Kate, I am sorry to hear about the experience you have had. I understand that it's frustrating to have to get an independent inspection done. But if they do then find any faults then we can look at this again for you to put it right. Regards Dean

Posted 3 years ago

“I agreed deal with Carpet right in September 2021 signed up in October - since then the job is half done & cancellation after cancellation and Carpetright complaints department refuses to take customer complaints! I am angry and frustrated - Never again Carpetright!!!!”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the experience you are having and lack of communication. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“Please come and collect the carpet and refund me my money. I am not going to make myself ill making any more complaints. I am not going to spend any more to and money making phone calls, and I am certainly not emptying the contents of my room, and then for no-one to show!”

Helpful Report

Posted 3 years ago

Hi David, I am really sorry to hear you have not heard back since making a complaint. Please email the details and order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“I have booked a home measurement service on 3 separate occasions now and no one turned up nor contacted us to provide a reason. I got in touch with Customer Services and they apologised and booked the measurement service in today at 9.30am. The floor expert rang last night to confirm the time which I thought was very promising. Today, I received a phone call from the flooring expert to say that he was not coming as there is parking restrictions in the area. The parking restrictions do not start until 10.00am and the property (which is an empty 2 bed ground floor flat) could have been measured within the 30 minute period prior to the restrictions coming into effect. I am not at all impressed with the service that Carpetright has provided so far and I'm not even at the stage of placing an order for any flooring. So far, I am very inconvenienced and disappointed!”

Helpful Report

Posted 3 years ago

Hi Albert Thank you for taking the time to leave your feedback. Please wold you be abe to e-mail your details to customer.services@:carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“Ordered a carpet mid October, price increased after survey by quite a bit, but were told deposit not refundable so had to go with it. At least we were promised delivery and fitting start of December. Fitting date cancelled by Carpetright. Now told unlikely this year, so January. One person in the Salisbury store has been very helpful but uess he can't solve the heaps of problems this company seems to have (feel sorry for him). Probably going for full refund and will recommend friends, neighbours and family avoid them as very disappointing service.”

Helpful Report

Posted 3 years ago

Hi Simon Thnak you for your feedback. Please can you e-mail your details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“Carpetright NEVER AGAIN & AVOID We were looking forward to have all of our rooms in our house with laminate, lino and carpet. However it has been a nightmare that continues. We planned our dates for the flooring to be fitted and arranged to close our hairdressing business to be at home whilst the work was done. However one fitter to do the whole house alone. As for timekeeping there is no such thing. The dates have been altered as soon as he started the work which has inconvenienced us rather than Carpetright. It seems that the customer is not the priority but you have to adjust to their way of working and since we have already paid for the material what can we do. Miscommunication and incompetence is something that Carpetright should take ownership of and show respect to those customers you have or want. Our saga continues.........”

Helpful Report

Posted 3 years ago

Hi Sharon, I am really very sorry to hear about the experience you are having. Please email the details to customer.service@carpetright.co. so we can investigate and put right. Regards Dean

Posted 3 years ago

“Carepetright are rubbish, I was told the carpet i wanted was in stock and i would have it before december. They took my money and that is where customer service ended, 3 weeks later i was told the carpet was no longer in stock could i order a different one to have any chance of getting it before Chistmas. I ordered one which was in stock, it's december and i still don't have a carpet. Every day i phone the store to get an update I'm constantly told nonsense.”

Helpful Report

Posted 3 years ago

Hi Ann, I am really very sorry to hear about the lack of service you have had. Please email the details to customer.service@carpetright.co.uk so we can investigate and put this right. Regards Dean

Posted 3 years ago

“My 82 year old mother left a deposit to have a carpet fitted at the Chadwell heath branch in Essex , The service she got was a disgrace, its been 0ver 6 weeks to date there no response at all from the store by phone and the customer service at head office knows nothing about what the store is doing which is beyond me, I had to travel down from where i live, A 70 mile round trip to see the manager at the store guess what he was not there, then i was assured by the staff it would be delt with asap and they will in contact with me, its been 3 weeks since and we not nearer to getting her carpet, the down side my mother of 82 is now going to spend Christmas in a her home with not carpets. To sum up there service is a disgrace and should not aloud, i will have to now drive down again 70 mile round trip, something i could do without to get a refund and order it else where”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the lack of communication you have had. This of course is not acceptable and we will investigate to put this right. Regards Dean

Posted 3 years ago

“I did not want to give any stars for this company. If you want carpets do not go to carpet right. The carpet. Seveyer turned up late did not appologize and spent 10 minutes ranting and raving about parking before walking out saying he was late for his next appointment and I would have to make another appointment.”

Helpful Report

Posted 3 years ago

Hi Deborah I am sorry to hear about your experience with the surveyor. Please can you e-mail your details to customer.services@carpetright.co.uk so we can help. Kind regards, Dilan

Posted 3 years ago

“Waiting for stair carpet to be fitted 1st fitter couldnt do it over a week later another fitter hasn't turned up no contact from them. Newport branch won't answer phone and the carpet has been dumped in front room since last week.. and to top it off autistic son keeps cutting his feet on carpet grippers... steer clear from carpetright”

Helpful Report

Posted 3 years ago

Hi Ricahrd, I am very sorry to hear about the fitter no turning up and the lack of communication you have had. We will make sure you are contacted to have the matter resolved and put right. Regards Dean

Posted 3 years ago

“Total bunch of w@nkers , 2 orders f#cked both up , wouldn’t oui on them even if they were on fire”

Helpful Report

Posted 3 years ago

“Had stair carpet fitted today, fantastic carpet and the carpet fitters were brilliant. A superb product and top quality service both in-store and at the fitting completion. Well done Carpetright, will definitely be back.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for taking the time to leave your feedback. We look forward to seeing you again soon! Kind regards Dilan

Posted 3 years ago

“Why can I not clean my carpet according to carpetright you cannot ..”

Helpful Report

Posted 3 years ago

Good morning Thank you for contacting us. Please can you e-mail customer.services@carpetright.co.uk with more details so we can help. Kind regards, Dilan

Posted 3 years ago

“Ordered online. Couldn't get hold of anyone at the local branch to deal with my queries. 48 hours and twenty phone calls later I decided to just cancel the order and go elsewhere with better customer service. Never going with Carpetright again!”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the lack of communication you have had. This is not acceptable and we will make sure improvements are made going forward. Thank you for your feedback. Regards Dean

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews