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

“Very good service the prices are good they have lots of off cuts so great when u are on budget the shop is spacious we'll worth a visit”

Helpful Report

Posted 4 years ago

Hi Jean That’s great to hear! Thank you for taking the time to leave your feedback. Kind regards Dilan

Posted 4 years ago

“I know the situation with Covid is causing delays, it’s 7-10 working days on the website for delivery, it’s been almost 3 weeks waiting for carpet for my home... i wouldn’t have bought it if I knew I had to wait so long, I would have gone Wales where. They said they would give updates but absolutely no emails to update me about my carpet.. I have to keep chasing up after they swiftly collected my money and sent inaccurate invoice. I’m just fed up of this bad service. I hope my good turn up soon otherwise I will be requesting a refund and a compensation for waste of time and distress caused.”

Helpful Report

Posted 4 years ago

“Always over estimating and getting figures wrong but always in favour of themselves.”

Helpful Report

Posted 4 years ago

Hi Ann I’m sorry about this. Please can you email customer.services@carpetright.co.uk with more details so we can assist you further. Regards, Dilan

Posted 4 years ago

“Shopped in Carpetright, Shane Retail Park, Belfast. The assistant couldn't have been more helpful or pleasant. There was a good selection of carpets and I was surprised how quickly fitting of the carpet I purchased was arranged, considering the current difficulties due to covid19. I have purchased carpet from this shop before and will do again.”

Helpful Report

Posted 4 years ago

Hi Patricia That’s fantastic feedback! Thank you for choosing Carpetright. Kind regards, Dilan

Posted 4 years ago

“Went to Waterlooville shop to purchase a new bed. Both members of staff helpfull and we we're happy to order and pay for a new bed”

Helpful Report

Posted 4 years ago

Hi Jack Thank you for your feedback, it’s much appreciated. Kind regards Dilan

Posted 4 years ago

“Weston super Mare staff very helpful and competent. Like previous comments no proper receipt but they did send me email confirmation. Not a staff problem more a case of senior management not checking systems properly after software changes.”

Helpful Report

Posted 4 years ago

Hi Mr Randall Thank you for your feedback, it’s important for us to improve our services. Regards, Dilan

Posted 4 years ago

“Excellent service ,friendly staff. Could help anymore! Would highly recommend. Competitive prices”

Helpful Report

Posted 4 years ago

Hi Thank you for your feedback and recommendation. Kind regards Dilan

Posted 4 years ago

“Don't ever bother using the Harlow store. The staff are totally incompetent, customer service is non existent. No return phone calls, no fitting date, no interest in helping.”

Helpful Report

Posted 4 years ago

“8 days ago i ordered and paid for a carpet.I am still waiting for an ereceipt. They tell me there is a problem with microsoft and therefore cannot print me a receipt. What after all this time. Even head office has not returned my emails.Very bad service do not recommend at all. I want my receipt to see what I have paid for after reading all the bad reviews”

Helpful Report

Posted 4 years ago

“I went to the Preston Riversway Docklands branch this afternoon planning to spend a few hundred pounds on flooring. From the moment I arrived it was unwelcoming and unfriendly as if I was some threat. My questions were answered rudely. When I asked about the difference between two brands of flooring the answer I got was something like "its thicker" and "if you look at the board in front of you its got a warranty" as if to imply I'm too stupid to look at the information board or to notice the thickness. When I wanted to confirm the cost of fitting, which I had checked earlier on the website, the lady snapped something like "well I can't tell you because you haven't given me the size." When it became clear the customer service staff was actually being rude to me (even though I was buying something from them), I quickly left and I went to ScS Furniture Shop nearby to get the same flooring. At ScS furniture they were immediately friendly, welcoming and eager to answer my questions. ScS gave me excellent service compared to Carpet Right. They didn't treat customers like a threat, we even had a friendly chat about other things. Interpretations of politeness can be subjective but that doesn't explain why I got such a better experience from another similar furniture shop nearby (my personality didn't suddenly change when I went to ScS Furniture). I think there is something wrong with your customer service and you could take some lessons from the excellent staff at the ScS furniture shop (whom I'll be leaving a good review after the flooring is installed). I'd recommend potential customers who wish to be treated nicely to go elsewhere.”

Helpful Report

Posted 4 years ago

Hi Tony Thank you for taking the time to leave your feedback. I do apologise for the service you received. Please be assured we are taking this matter seriously and our management will investigate this matter internally. Kind regards, Dilan

Posted 4 years ago

“Message sent to website, rang back within 15 mins. A very understanding operator helped with my order, which will be delivered to store when safe to do so in accordance with Government guidelines. Confirmation e mail of order sent within an hour.”

Helpful Report

Posted 4 years ago

Hi Joanna Thank you for your feedback. I’m so pleased to hear about your great experience with us. Kind regards, Dilan

Posted 4 years ago

“Tl;dr - Very negative and impactful experience - Non responsive customer service What makes a difference between a good company and a bad one is how they handle customers when something goes wrong. My problem with CarpetRight started when the government if Ireland announced a lock-down. My carpet is in the store but they can't deliver it. I sent them several times and told them that this is essential item since I'm moving to a new apartment and I have no time to stay at my current place. I went further and offered them to pick up my carpet from the store and fit it myself. However, their unresponsive customer service was replying with a generic message that they are closed. On the same time, their sales telephone lines are working perfectly, and you can place orders online and through the phone. Meanwhile, the customer service line is not answering, and their mails are unresponsive. Other companies like Noykes, Harvey Norman, and EZLiving (just to name a few) has already helped us and found some solutions from either having a contact-free delivery, picking up my items from the warehouse with minimum contact or else delivering our products normally when we told them out justification and that these items are essential. What made me spend this time writing this review is the negative and impactful experience I had with them, and until now, they don't want to process my refund.”

Helpful Report

Posted 4 years ago

“Disgraceful company avoid at all cost. Promised a 1 day fitting in October 2019 but it’s still going on they didn’t put the underlay down on the stairs. Useless customer services. Use a smaller local company”

Helpful Report

Posted 4 years ago

Hi Terence I am sorry for the delay on your order and we will be able to look into this as soon as our stores are back in business. Thank you for your patience during this time. Kind regards Dilan

Posted 4 years ago

“Waiting since January for vinyl!! Have contacted Pontypridd store and customer services via email on numerous occasions. Just spent 15 minutes on phone waiting for customer services to answer. Have now shopped elsewhere and would like a refund of £104.96”

Helpful Report

Posted 4 years ago

Hi I am sorry to hear about your experience. Please can you email to customer.services@carpetright.co.uk with your order details and we can assist you. Kind regards Dilan

Posted 4 years ago

“Money orientated,no customer service or satisfaction in mind., would not buy from them again,”

Helpful Report

Posted 4 years ago

Hi, I am sorry that you are not satisfied with the service you received and please can you email to customer.services@carpetright.co.uk with your order details and we will be able to assist you further. Kind regards Dilan

Posted 4 years ago

“Top quality goods experience staff and very friendly no pressure would recommend to anyone thank you Tracey for all your assistance”

Helpful Report

Posted 4 years ago

Hi Darren, I am so pleased to hear that Tracey was able to give a great service in the store. Thank you for your feedback and recommendation. Kind regards Dilan

Posted 4 years ago

“AVOID THIS TOTAL MONKEY UTTERLY USELESS JOBS WORTH OUTFIT!!! Head Office Customer Services are an absolute rude joke! Their so-called fitters are all external contractors self employed & independent from Carpet-wrong! Fought them all the way for want we wanted sorting, but yet again still could not forfil their finishing obligations! All of our other new future carpet works will be going very much to direct competition! NEVER AGAIN!!! Dreadful Outfit! Look forward to seeing you close yet more stores & going bust!!! I loathe you!!!”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the poor service you have had throughout the process. Can you please email us to customer.services@carpetright.co.uk with your order details so we can investigate. Regards Dean

Posted 4 years ago

“I was welcomed as I walked in, I said I just want to have a look that the vinyl I had looked at earlier was what I really wanted,turned back to go to the desk was met by the salesman who invited me to have a seat and the order was made very efficiently, he made sure I had everything I needed. Made it so easy”

Helpful Report

Posted 4 years ago

Hi Elizabeth That is great to hear, I am really pleased you were happy with our service. We will make sure your comments are given to our store colleagues and we look forward to seeing you again. Kind regards Dilan

Posted 4 years ago

“Barry from Carpetright in Reading branch was extremely rude to us when we tried to book a fitting. He was interrupting us all the time and didn't want to give us a date even though we have bought the carpet with them. We gave up and talked to someone else on the phone (much kinder) and he booked us in for a home visit and fitting. On the day, their fitter Shawn never turned up and didn't contact us about it at all. We had to take time off work to be at home and it was rude to not even give a call or text they were not planning to turn up at all. Called again today and described the situation to another employee. He said that we were not in the system (even though his colleague booked us in the week before) and that they cannot fit the carpet for us that we bought with them. (even though they fitted the carpets we bought with them twice before). He was not helpful at all and was protecting the fitter, who didn't turn up for the job. Had only one positive impression in Carpetright Reading and it was with the helpful man last week on the phone. Other people we met in person or contacted on the phone we talking down to us and did not provide any service. Very disappointed in their employees and their work culture.”

Helpful Report

Posted 4 years ago

Good afternoon, I am very sorry to hear of your experience. This is not the service we expect our customers to receive. We will be raising this with the management team to ensure that procedures are put into place to ensure that this does not happen again in the future. We are always aiming to improve our services and are continually training staff in stores to make sure that the standard of customer service and communication is above and beyond our customers’ expectations. I would like to thank you for taking the time to bring this to our attention and I do apologise for any inconvenience this has caused. Kind regards, Dilan

Posted 4 years ago

“Appalling company. Fitters inexperienced. Mistakes from beginning to end. I won't write chapter and verse but, in my opinion, the only thing Carpetright care about is taking your money. If something goes wrong don't expect much from customer services - they're only interested in ensuring they don't lose out.”

Helpful Report

Posted 4 years ago

Hi I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your details to customer.services@carpetright.co.uk and we can investigate this for you. Kind regards Dilan

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews