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

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“What a shambles! We ordered carpet for five rooms in April 2021 to have them fitted as the rooms were decorated. The first was done well and promptly by the staff from the Salisbury store. Thereafter it was a story of damaged carpets, vehicle breakdown, lack of staff, anything that you can think of to cover totally poorly managed organisation. They promised a great service but then have not got the wherewithal to deliver it. The phones are seldom answered and promised ring backs do not occur. At last we have got it finished but under no circumstances will I ever use them again!”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“called a THIEF IN HARWICH STORE TODAY, BROUGHT CARPET YEAR AGO, PAID ON CARD, NOTHING HAPPENED, DID IT AGAIN, WENT THRO, TOOK OUR CARPET ASKED TO CHECK IF IT WENT THRO TWICE, WENT TO BANK GOT MINI STATEMENT TOOK IT IN NO YOU DIDN,T PAY SO CALLED A THEIF, BEN TWICE BROUGHT CARPET AND ASTRO TURF, OK WENT IN TODAY CARPET, TOLD YOU HAVE TO PAY CASH, AND HOWS THE CARPET YOU NEVER PAID FOR, IN FRONT OF CUSTOMERS, said yes we did pay brought in statement ohhhhhh no you didn,t so called lier and a thief, my father served boy in blue 32 years i have never stolen anything in my life, respond to complaints as i complained the time it happend, complained again today, in hands of our solicitor for slander and deffimation of character this company should be shamed,and will be in court”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“We dealt with Fiona at the Carpetright Peterborough store today, We have dealt with Fiona before, she is always polite, very helpful, and extremely professional. Nothing is too much trouble. Fiona is an asset to Carpetright and I wouldn't want to deal with anyone else. 10/10”

Helpful Report

Posted 2 years ago

Good afternoon Jenny That's great to hear! Thank you for your feedback. Kind regards Dilan

Posted 2 years ago

“Disgusting service. We paid to have our carpet and laminate fitted in November promised to have it all completed by Christmas we had it finished last week February 2022! We were promised the carpet and laminate to be fitted at the same time they have no commutation with each other as when the carpet came we were told the laminate wasn’t! Rang the store manager of Chelmsford store who ensured we could have our laminate fitted asap then a call from laminate saying no there’s no spaces. So carpet fitted and waiting for our laminate for weeks after! Laminate came and told us we needed to pay to have our floors evened out. We should of been told this could of been a possibility as we could of chose to just have carpet. Had to pay extra for that then when it was finally fitted they said the doors wouldn’t fit as there too long something the other guys didn’t clock so another expense we had to pay to get those sorted. The level the laminate was done to was poor and the amount of money and delays we put into this the service and workmanship was disgusting. We saved for this and instead of feeling happy with our carpet and floor it just makes us mad. Awful experience manager of Chelmsford store and all customer service have been awful! Offering 10% for the carpet when that’s not even half of the issue. We spent a lot on the laminate and all the extra issues we weren’t told about with that. We paid to get this all completed by Christmas the carpet wasn’t fitted till January the laminate weeks after that, the runner last week! The service throughout this has actually been shocking and they all need to be retrained or seriously looked into. Look at their twitter and you can find complaints similar to this we wish we had looked before choosing this company.”

Helpful Report

Posted 2 years ago

Hi Lauren Thank you for taking the time to leave your feedback. I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 2 years ago

“Didn’t have a good experience. Continuously fobbed off. The fitting to our carpet is awful and 99%sure our carpet is different to what we ordered! It’s been down 3months and feels like it’s been down 3years!!”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“I have been dealing with Carpetright since August 2021 till now. Our experience with Carpetright was that there was a lack of communication, the actual fitting company didn't do a very good job with the place meant of the wood and the cutting was rough around the edges. Once the company receives their payment they aren't very responsive to complaints about if there is a mistake seen by us, the clients. But also the actual manager and the complaints department are very dismissive of our complaints and do not take responsibility. Thie fitting company never shows up to fix the mistake that THEY made saying that they have another job to do and that they don't have time to come and fix their mistakes. I also saw felt that the actual people doing the job were very rude and borderline racist making comments like "I know what I'm doing, I'm the one with the education." Today I'm waiting for them to arrive after them cancelling this Tuesday and I still don't even know if they will come. After this, all we are left to do is take legal action.”

Helpful Report

Posted 2 years ago

Good afternoon I'm sorry to hear about your experience. Please can you e-mail your details to customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 2 years ago

“I had a very bad communication from carpet right start to end they dont phone you with any updates and I had to keep phoning them getting all different story no one to say sorry for lack of communication from them when come to lay the floor late coming to fit the flooring i will not be saying to any one to use carpet right after the way i have being treated very digusting way to get treated.”

Helpful Report

Posted 2 years ago

“Ordered a double divan with head board to be delivered on 28/1/21 they turned up with divan base and no mattress and said the mattress was in the van behind and would be there shortly . Mattress didn’t arrive so I phoned the store and complained. I’m disabled and can’t sleep on the settee or floor . So they sent a temporary one . Then was told they would deliver today 31/1/21 between 1 pm and 4 pm it didn’t arrive so I had to phone the store again snd was told they weren’t far away from my address as the guy from the store went on the tracker . 2 hours later no mattress . So again phoned the store . Also the head board can’t be fixed to the divan as one of the 4 screw ins as nothing to screw into . Was told my husband could put a peg in it WHAT ! Reported our situ on Friday to there head office . But all we are getting is total lies and false promises . There service is 💯Rubbish .So still sleeping on a temporary mattress 4 days later now have to wait until they deliver a new divan snd mattress. I’m going to take this to small claims court”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Based on my entire experience dealing with carpetright : Do NOT buy here !!! Cut a very long story short: purchasing (we had countless quotes) customer service (we were lied to) fitting service (vinyl and carpet has to be re-done) and even the complaints department deserves a complaint. worst company I have ever dealt with !!!”

Helpful Report

Posted 2 years ago

Hi Ron, I am sorry to hear about the lack of service you have had. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

“Initially all was fine, pricing,measuring, fitters turned up with just carpet for 1 room, nearly 3 months later date set for fitting passes with no carpet because they had ordered the wrong size, cancelled remaining order with refund, carpetright! More like carpet wrong.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Wow, I wish we'd read these reviews before ordering a carpet from Carpetright as we would have definitely gone elsewhere. We ordered the carpet back in mid Nov with a promise they would contact us for delivery just after Xmas. Not a problem, we could wait. Xmas then came and went and no news, so we chased the store for a delivery. Eventually confirmed as 24/1. Last Friday I checked with them that all OK and was told yes, we'll be with you late morning / early afternoon on 24/1. Its now almost 17.30 pm and no fitter has turned up. I have chased the store numerous times, eventually we got a message from the fitter saying he'll be with us within the hour, that was 1.5 hrs ago and still nothing. I'm not sure I believe them as it's gone from only one fitting before you, to now 2 fittings before you, plus I can't see how a hall, landing and bedroom carpet can be fitted now before end of day. I arranged to work from home today specifically to accommodate this fitting and we've emptied all the furniture out in prep - what an absolute waste of time. I'll be contacting them for a refund as I'm not sure I have any confidence in their ability to deliver. I hope I'm proved wrong.”

Helpful Report

Posted 2 years ago

Good evening Thank you for contacting us. I am sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 2 years ago

“Terrible, terrible, terrible company! Do not put yourselves through it and stick to smaller local companies that actually value your custom. After visiting a branch in person the salesman completely ignored me, at one point when I tried to speak to him raised his hand to stop me and answered his phone instead. As the carpets I wanted were a good price I noted the items I wanted and ordered online instead of dealing with the poor in store service. I paid over £900 for new carpets in early November 2021 for (in their words) ‘A fitting in time for Christmas’ with fitting and removal of the old flooring. It is now the tail end of January, I have had absolutely zero communication and still there is no sign of my order and the services I paid for upfront, in full and in good faith. I will obviously get my money back eventually, whether from the company themselves, through a claims settlement or a chargeback from my credit card. However, I still feel the need to share my experience to warn others. This company is terribly dishonest. It feels no different to someone stealing £900 from my bank account. It feels like theft. Shame on you Carpetright. Please do not respond with ‘sorry to hear about your experience please email us so we can resolve this for you’ as if that isn’t something I haven’t done already. I will have my case resolved either way. This is simply for the benefit of warning potential carpetright victims that they will take your money for goods and services that don’t even exist and then you won’t hear from them again.”

Helpful Report

Posted 2 years ago

“Ordered bed and carpet end of November. Given date for carpet fitting and bed to be delivered the day after. Carpet arrived on 4th Jan as promised but still no bed. I have been sleeping on an air bed since 4th Jan! I’ve called the store a few times and head office. I get an apology, but feel like I’m just being fobbed off. I will not be dealing with this company again. If my bed isn’t here by the end of next week I will be asking for a full refund and shopping elsewhere.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“I ordered a mattress on 29/11/21 and paid £815.45, three delivery dates and still no mattress. Poor customer service (store manager just doesn’t phone back). Seriously considering cancelling order, will not shop there again”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Misleading , false promises and lack of ethics. Brought my first home and wanted to change the carpets before inviting friends to have a party and approached the carpetright and explained the and ordered 2 different carpets which are wanted in stock (as per them) on first week of December to fit it for first week of Jan. Got a call from store after Christmas and informed fitting will takes place by 7th of Jan and the same confirmed with their fitting centre on 4th Jan. To my surprise got a call very next day 5th Jan and informed that they haven't received one of carpet and need and gave me the new fitting date for 4th week of Jan. Now I am sitting here trying to call everyone to let them know we can't hold the party. Keep up the good work carpetright.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the lack of service and delays with your order. We will make sure you are contacted asap to resolve the issues. Regards Dean

Posted 3 years ago

“Run,,,,,, Run for your life. …………. Save your self. This was the most horrible dealing with any institution in the UK. Placed an order early November, with a strong/written promise for fitting by late Dec. Despite several calls/visits/and email follow ups (with the useless customer service); nothing progressed. It was unpleasant journey, at the end, I got a full refund (which does not include the taxi fares (3 times visits) and international phone call for follow ups (totaling all in all more than 150 GBP). I sincerely advise you to avoid this company; do not be tempted with the wide variety. You will be notified at a later stage that the item that you requested is out of stock!! They have sold you an item that they do not have. (Then be prepared for the roller coaster journey). During that period, we faced a strange attitude from employees, they were complaining about the fitting/regional warehouse center they also complained that they are not being responded by their colleagues in the fitting center. Surprisingly one staff passed their number to staff to do the follow up from our side!!!!! This company is losing client trust. Note: -This is a note to Dilan and Dean (who use to respond to these feedbacks), please do not respond to me because I had enough of excuses from your company. Your CEO has a lot to do to fix this mess in the company. I know for a fact that my opinion will not matter to him or to you. However, we tried to do whatever we think is right.”

Helpful Report

Posted 3 years ago

“Disgusting service we enquired in August. We did not need credit wanted our whole home floored. The person we felt with was uninterested we had a date booked to measure up they did not attend. We called and was told the were to busy. We went elsewhere they measured up in 2 weeks floors were layed in 4 weeks. Still no call back from carpet right. Shambles I. Every way”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“We ordered a carpet in November having received assurances that if the order was made before the 13th it would be fitted in time for Christmas - they even gave us a stupid leaflet making this promise in writing. And surprise surprise! It's 2nd January and there is no carpet here. They even cancelled their revised fitting date. If this isn't the definition of 'mis-selling' I don't know what is.”

Helpful Report

Posted 3 years ago

Good afternoon I am sorry to hear about your experience. Please can you email customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 3 years ago

“Ordered a bed didn't think i would get till after xmas or new year come two days b4 xmas m absolutely thrilled delivery spot on keept us in tuch job well done thankyou.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for your feedback! We will be sharing this with our store and continue to improve our services. Look forward to seeing you for future purchases. Kind regards Dilan

Posted 3 years ago

“Ordered a mattress in November they sent wrong size in December where told immediately that wrong size sent and I'm still.waiting for correct size to be delivered and wrong size to be picked up Have phoned three more times asking when this will happen Was told after Christmas Then after New year and now sometime in January .”

Helpful Report

Posted 3 years ago

Good afternoon Sandra Thank you for taking the time to leave your feedback. I am sorry for the delay with the replacement mattress. Please can you e-mail your details customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews