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

Write Your review

Tell us how Carpetright UK made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“All went well with our original order for a lounge carpet (large order). We then paid for the remnants to be whipped (edges bound). to protect the carpet around a fireplace and heavy tread area. (small amount). Were told it would take one week from 31st August - still waiting. Lost count of phone calls, never returned or responded. An email to Customer Service and a complaint form on their website has also fallen on stony ground. I think they have lost the pieces? Once they have your money customer service ends. Will not use them for our next order of stair carpet.”

Helpful Report

Posted 4 years ago

Good afternoon Sandra, Thank you for your feedback. I'm sorry to hear that you haven't been contacted in regards to the whipping service. We will chase this up with our store colleagues and make sure you are contacted at the earliest opportunity. Best regards, Dilan

Posted 4 years ago

“I’ve placed an order on 28th of August. I’ve tried to trace my order since then. I’ve called several times customer service, that said that they will trace the order and they will update me. Today 14th of October (after 6 weeks) nobody know where is my order. I wrote a review and one guy DEAN replay saying that he will sort this out. He never call me or trace my order. Disgusting experience, disgusting customer service. YOU DO NOT CARE ABOUT CUSTOMERS. I want my money back and I do not want to hear about you for the rest of my life.”

Helpful Report

Posted 4 years ago

Hi Florian, we've responded to your review on our Trust Pilot. Our team will be looking into this for you. Best Regards Benji

Posted 4 years ago

“Do not go near the company!!!!! Do not go near the company, especially the East Sheen store. Carpet ordered in March 2020, still waiting for final pieces to be fitted - latest is that the warehouse has ‘lost’ the carpet that had been cut to size. Catalogue of errors. Initial misquote (wildly different to what we ended up paying), delay upon delay, service riddled with incompetence, customer service null and void. Even the fitters (3rd party contracted) are at a loss. Everyone has a bad day but this has become laughable. Explore other carpet suppliers before you have to stoop to this level - I only wish someone had warned us before they took the up-front payment!!!!”

Helpful Report

Posted 4 years ago

“Dreadful service. We originally ordered our laminate flooring and was told it would be ready to fit in 2 weeks. Did not hear anything for a month. When we called was told it was not in stock so ended up buying a different type. The fitting was very poor with lots of gaps where it was cut. We complained and was told the fitter would attend to look at the flooring but has failed to turn up. We are still pursuing our complaint.”

Helpful Report

Posted 4 years ago

“ordered and paid for a hall carpet .had to wait 8 weeks for fitting. llandudno shop hopeless. not even a sorry. never again.”

Helpful Report

Posted 4 years ago

“Absolutely terrible service. We are are still waiting for our carpet to be fitted, which was originally scheduled for fitting on 29 July. Customer service is terrible. You can't get.through on the phone. Their Mailbox is usually full so you can't leave a message, and on the rare occasion that you can, they never bother to call back. Having emptied out living room in the expectation of the fitting being fulfilled this time, we were called in the morning to say the van has broken down. Very original! They now seem to think it's acceptable that we should wait another 12 days. My advice is go somewhere else”

Helpful Report

Posted 4 years ago

“We were greated by Steven when we arrived and he helped us choose exactly what we wanted and gave good honest helpful advise. He went through quotes and payment options and we left the shop with exactly what we wanted.”

Helpful Report

Posted 4 years ago

Hi Craig, That's great to hear! Thank you for your feedback. Kind regards, Dilan

Posted 4 years ago

“Shockingly awful. They ordered the wrong size of carpet FOUR times in a row. On three occasions the fitter came round with wrong size carpet, 20 cm short each time. On the other occasion they ordered a carpet 20 cm by 5 m. Unbelievable, I am lost for words about how awful an experience this has been and how incompetent the people and systems I have had to deal with are. @Carpetright - how hard is it to get me a carpet 4m x 5m?”

Helpful Report

Posted 4 years ago

Good afternoon Joy Hayes, Thank you for taking the time to leave your feedback. I'm sorry to hear about your negative experience. For us to be able to look into this, please e-mail your order details customer.services@carpetright.co.uk so we can help. Kind regards, Dilan

Posted 4 years ago

“Carpetright offered 'free fitting'. They chose a fitter and made a contract on my behalf. Fitter cut the alarm system and offered to pay less than a third of the repair. Carpetright say not their problem but have failed to give postal address of fitter so I can take further action. They also have failed to say whether they have stopped using the fitter so he may be doing the same to other customers.”

Helpful Report

Posted 4 years ago

Hi Stephen I’m sorry to hear about your experience with the third party fitter. Your contact is between you and the fitter and this is explained on our Terms and Conditions. I’ve shared Your feedback with the store to improve our services in the future. Once again, I’m sorry for the inconvenience. Kind regards Dilan

Posted 4 years ago

“Terrible, Never Ever Again from Carpetright.... We would not recommend Carpetright to anyone, Stress caused and inconvenience is just not worth it. We ordered from the Hereford Store, Order was taken but no mention made of the extra Shipping cost of £29.99 which is added for them to get the carpet to their store although the carpet we selected on the day had a massive full roll in stock in store or the extra £12.80 charged to just book the fitter for you (the fitter does not get this as you have to pay him another £51.04 to fit the carpet) so in total they add £42.79 to your bill to start with which as I said is never mentioned when you order the carpet. Order taken we were then told we could have it fitted 4 weeks later, we assumed this was a lack of available fitter slots but from reading other reviews seems to be a standard wait for fitting by carpet right. We were told we would be telephoned on the morning of fitting by 9.30 but that did not happen so we telephoned the store only to be told their was a fault in the piece of carpet they had left on the roll and they had left messages for us on our phone which was untrue as they had somehow put a made up telephone number on our order (we did read the correct one out to the sales assistant when we ordered from our phone), we were told at that point that we could have the same carpet in a lighter shade which we did not want as we have a dog and so needed the darker shade so were told a piece would have to be ordered in which would be up to 2 weeks wait. At this point we were very unhappy as we had emptied the bedroom, dismantled the bed frame to do so and had every thing including the also dismantled night storage heater in a tiny back bedroom and bathroom so could not access either, we had slept on a put up camp bed and air bed the prev. night and now faced another 2 weeks of that. We were forced to put the storage heater back into the bedroom in order to use our bathroom and slept then for almost 2 more weeks camping out on our own bedroom floor which did not do my 66 year old husbands back any good at all. Carpet right customer service is terrible, they did not contact us once, we had to keep calling them, they were given our correct telephone numbers at least 6 times but never used them. The carpet fitter sent on the day was given the incorrect number so was unable to contact us, also given the wrong house number which did not exist so if we had not been looking out for him he would have not found us as we saw him pass our house and park down the road looking for number 12 when we are number 4 so we had to go out and wave to him. The carpet sent was also not the shade we had ordered it was a lighter shade of the one we had ordered which was what we were offered when we were told there was a fault in the correct carped 2 weeks prev. but by over 6 weeks wait we decided to just go for it, carpet right were told by telephone but they just said it was the Monsac Grey, yes it was that design but a lighter shade of it than what we had ordered. So if you want total stress, terrible customer service, wrong item supplied, long wait and camping out on a bare bedroom floor for a couple of weeks then carpet right is for you, my advice would be to go to a proper independent carpet shop. Only good point was the carpet fitter they sent, he was good, he did say they have done away with some of the rolls of carpet now and did not seem surprised when told it was the wrong shade sent. My advice would be to Avoid Carpetright”

Helpful Report

Posted 4 years ago

Hi Angie Thank you for taking the time to leave your feedback. Details from your complaint will be used to help us improve our services. We are continually providing training to make sure that the standard of customer service and communication is above and beyond our customers’ expectations. I am sorry your experience wasn't satisfactory and can assure you this is being looked into by our colleagues. Kind regards Dilan

Posted 4 years ago

“Very helpful and efficient and polite”

Helpful Report

Posted 4 years ago

Hi Joanna That's great to hear! Thank you for choosing Carpetright. :) Kind regards Dilan

Posted 4 years ago

“Over charged for carpet been awaiting a refund for over 3 months.Do not reply to emails or massages left on the phone service. very poor customer service.Numerous occasions managed to speak to someone on the phone all you get is they are working from home and its all being sorted out and promise that a cheque will soon be sent.Oh and always covid is blamed.Very quick to get the order and payment but not so when it comes to giving a refund Update it gets worse had a reply from Dilan that customer services would look into this on the 11th September.Still not heard any more or had a refund.”

Helpful Report

Posted 4 years ago

Hi, I'm sorry for the delay with your refund. Please e-mail customer.services@carpetright.co.uk with your name/order details so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“We ordered laminate from carpetright. There was a delay in delivery which was put down to covid. I was told to expect a couple of weeks but it ended up being 6 weeks. I then needed some more laminate as we decided to do more, I waited a month and called several times and went in to store. I was finally told that the laminate wouldn't be in stock for another 2 months. I appreciate that there are problems with logistics due to covid but what is unacceptable is the lack of customer service. Nobody called me to inform me of the delay. They obviously are also having a tough time with their computer systems as well. It was just not a good experience. I ended up cancelling my second order and placing it with a rival, who incidentally did it for cheaper! Great product but poor delivery both in time and customer service.”

Helpful Report

Posted 4 years ago

Hi Joe I’m sorry for the delay and lack of communication in regards to your order. Please email your order details customer.services@carpetright.co.uk so we can assist you further. Regards, Dilan

Posted 4 years ago

“A Big shout for Neil salesman of the sittingbourne branch who went out of his way to hand deliver a breakdown of my carpet which was fitted yesterday very pleased ,what a star.”

Helpful Report

Posted 4 years ago

“There are plenty if other places to get flooring, but I chose Carpetright because there is a store near to me! Big mistake! Having ordered the flooring I was told it would be in the shop within 2 weeks. 4 weeks later I am still waiting and twice I have called and they say it is about to arrive at the main local warehouse or has already arrived and will be in the shop the following Wednesday. Doh! To top the poor logistics the staff on the phone have tended to get a bit shirty as if I was expecting too much! Probably they are dealing with disgruntled customers regularly!”

Helpful Report

Posted 4 years ago

“Ordered vinyl and was told 5 days for collection, almost 2 and half weeks later still nothing. Called last Thursday and was told should be ready for collection today , called to be told my order was not done and will be put into the system now and hopefully will take another 2 weeks , was lied to several time and the staff are not helpful. Requested a refund and would not recommend this company to anyone . Very poor customer service . Left messages many times and no one called back.”

Helpful Report

Posted 4 years ago

“Delivery! We were three weeks delivery and fitting. Five weeks later no delivery and fitting won’t be until Three weeks after delivery! We have cancelled our order☹️ Store staff were extremely helpful no fault there.”

Helpful Report

Posted 4 years ago

“Spoke to the Michael and Laura at Redruth store - very helpful and extremely polite. Staff went out of their way to be friendly and helpful from enquiry and it didn’t stop once we had paid - very warm and obliging when we came to pick up, helping load up our purchases etc. Really great service and pleasure to deal with - Redruth branch recommended!”

Helpful Report

Posted 4 years ago

“Awful experience. Elderly pensioner spends hard saved money to buy a carpet. Carpet was cut too short. Fitter and manager extremely rude and incompetent. Manager could not sort out the issue for 2 weeks, this was after we contacted customer service and the CEO, and after numerous phone calls and lies on the part of Carpetright. CEO ignored 2 emails. Had to chase customer service up. Disappointing experience of dealing with unprofessional people. Would never use this company again. Go elsewhere.”

Helpful Report

Posted 4 years ago

“Soooooooo bad was promised a delivery on Thursday to no avail so I wanted a refund where I was then told it would cost me 25% of the total. After calling on Several times we eventually received the carpet on Saturday but no Floor straps which should have been on the original order what a nightmare.”

Helpful Report

Posted 4 years ago

Hi I'm sorry to hear about your negative experience. Please e-mail your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards Dilan

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews