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

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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

“DO NOT USE. After a tenant damaged the carpet in my property I shopped around for quotes to get the bedroom and stairs fitted. I measured the total area, went to the Bath store, had a look around for a similar replacement and spoke to the customer advisor. Within the first minute there was a problem. The customer advisor I spoke to suddenly stopped telling me about the carpet I was looking at and walked over to the other customer advisor who was sat at a sales desk in the show room and they proceeded to have an argument. Apparently the advisor I was speaking to felt that the other advisor was staring at him. They argued about this for a minute. I shrugged this off and proceeded to get a quote. I then shopped around at various local factory carpet fitters and received similar prices. We decided to go with Carpetright reasoning that a larger company will be more reliable. We were wrong. We organised a date and time for the fitter to install. My wife took the day off work meaning she lost her earnings for that day. The fitter never showed. No call, text, email, nothing. My wife then called 15 minutes before the end of the slot only to be told he wouldn’t be coming. I got this message while at work and immediately called asking for an explanation. They said the carpet had been damaged in transit and I would have to wait 2 calendar weeks for another slot. In addition to my wife’s earnings we have had to cancel viewings and lost rental income. No apology has been given, I was simply told “this happens, our T&C’s say we can only give you £25”. That £25 is only given after you pay full price and then you have to claim for it. I am very glad that I was only recarpeting a room and some stairs and now know not to use carpetright for a whole property job. Absolute shambles.”

Helpful Report

Posted 6 years ago

“5 weeks after ordering and paying £874 still waiting for carpet which should have been fitted 3 weeks ago. Very poor and keep getting the same nonsense from staff "we expect the delivery tomorrow" Well we all know tomorrow never comes! Carpeting are in trouble, don't touch them I will be in Dunfermline on Wednesday for a full refund.”

Helpful Report

Posted 6 years ago

“the fitter should have gone to Specsavers!!!!!!!! Norwich Branch”

Helpful Report

Posted 6 years ago

“Carpetrite of Norwich. Charged £33.00 for the subcontractor to lay vinyl in bathroom. When the fitter came and finish the job. He wanted an extra £10.00 (As per is fitters invoice from Carpetrite) He turned very intimidating if I did not pay up, I then paid him just to get rid of him!!!!! I was going to order a carpet for the landing and front room.( You have lost a sale Tracey) IN YOUR DREAMS C/.I will go next door Harleys!!”

Helpful Report

Posted 6 years ago

“Fitters messed up the install and had to order new carpet. 2 Weeks later, and it's still not in stock. With elderly relatives coming to stay in a few days, I still have bare grippers on the stairs. Not ideal. No-one at Carpetright seems terribly bothered to go the extra mile to put this right in a timely manner. Just have to wait. Also, spent 25mins on hold to Customer services, before they just put me through to the branch, who I had already spoken to! Even the online tracking is wrong, showing the order as "complete". Terrible for such a national business.”

Helpful Report

Posted 6 years ago

“From first home visit through to fitting date everything was dealt with so smoothly and efficiently.Carpet fitter (Mark) was excellent thorough and most of all friendly.Top marks and big thanks to the Leicester team.Mr”

Helpful Report

Posted 6 years ago

“purchased carpet and underlay and was told delivery to shop 7-10 days then wold get a phone call from the salesmen himself to let us know it was in and arrange fitting. No call received so left for about 12 days and then called branch to speak to salesman in person, told he was out but carpet was in stock, asked if would get a call later and told yes. No call received again so called and asked to speak to salesman again, message came back couldn't talk to me but the person who answered phone could deal with me. Again told carpet was in but because it was a busy time not got round to calling me. When asked about fitting then had to book a fitting date which would be in 2 weeks time! Yet original salesman gave impression it would happen within the 7-10 from original purchase. Hence will never use again or recommend this company again.”

Helpful Report

Posted 6 years ago

“left to look at carpets at our own pace but staff happy to advise when needed. they were professional and arranged an employee to come to my house to measure the same day free of charge and with out obligation. 1st class service all round”

Helpful Report

Posted 6 years ago

“all was wrong with tis company, what a bad service. 2 months since we paid for a carpet for bedroom, stairs and landing and we still waiting for a full refund. is typical from them to received you payment and then said that the carpet is out of stock. they don't bother to call you back. my husband took the measures, but they said that their need to send an expert to do it, but gets what.... someone came and took the measures and when they came 10 days later to fit the carpet they said that the measures were wrong, that they need to order again the carpet. no one call us back. we went again to the store in Charlton and they said that they don't have stock. we asked for a full refund and now were still waiting for 7 days for that refund. I wish I had read this reviews before.”

Helpful Report

Posted 6 years ago

“We had carpet and vinyl put down. The two fitters damaged the door frame, the door, the stairs and new paint work and wallpaper - they lied and said they didn’t. Now we are a bright couple, to look at us straight in the face and say that was disgusting. They were the only two people in the property at the time the damage was done. When I reported it to the store manager he told me we had no proof it was them as they were not seen to do it. Unbelievable that the actual store manager was calling US liars to protect his fitters! Never EVER again if there was a nil score I would have given that. Shocking experience.”

Helpful Report

Posted 6 years ago

“Ordered and paid for our new hall and stairwell carpet 4 weeks ago. Told carpet out of stock until Feb 20th, and someone will call with a fitting date in due course. OK, fair enough. Someone did call and gave us the date of the 22nd. Sounded good given that the carpet only came back into stock on the 20th. That gave us enough time to strip the hall completely and redecorate before the 21st. That said, on the 20th (!) the carpet fitter called to say he was on his way.. I advised him that he was 2 days early and we had not completed the decorating, he said he would take the carpet back! On the 22nd, nobody came or called by midday so I called them and they said they were waiting for me to rearrange because I had cancelled!! I told them the correct version of events and was advised that they would call me back in a couple of hours with a now date for installation. Here i am over a day later and still nobody has called despite me leaving another message on their voicemail.”

Helpful Report

Posted 6 years ago

“I bought my flooring from Elgin Carpet Right and arranged a mutually convenient date. I took 2 weeks off work to have this sorted so I would then move in over the second week. The joiner arrived on Friday 9 February as agreed with the salesman, Alan, to supply and fit the laminate in my living room, hallway, master bedroom and third bedroom. The joiner arrived and I let him in to the property. He then said “so just to confirm, I’m doing the master bedroom and hallway?” My initial response was to giggle thinking he was joking! I then told him which rooms were to be done. He said there was no way he was doing them all that day, and would need to converse with Carpet Right as to why they gave him the wrong information. He said he would do my hallway and living room. I walked outside and glanced over at the laminate he was going to fit, turns out that it wasn’t even the right one! I ordered a deep brown/red laminate for my living room/hall and a grey for the 2 bedrooms. The laminate Carpet Right had provided was a very light beech colour. The joiner said he could get the grey laminate for the bedrooms from the store, but that they would have to wait 10 days for the laminate for my living room/hallway. Of course this was a massive inconvenience as I was due to be all moved in by Friday 16 Feb. I went by the store at 9:30am and spoke with my salesman Alan, he advised he would phone me late morning/early afternoon with an update. No phone call, so I phoned just before close of business. Alan advised that the laminate would arrived the following Wednesday/Thursday for fitting on the Friday/Saturday, he needed to confirm with the joiner if he could manage. He later confirmed that the laminate would arrived on that Wednesday but the joiner could not fit it until Monday 19 Feb. This being my first day back at work I was not impressed at all. I told Alan that this had ruined my plans, I had hired a van and taken time off work to have this all sorted, I asked for some compensation towards this and advised he would need to source another joiner as this just was not do-able for me. He said he would phone me back. I called in the following week and eventually got a call back. Alan said he managed to get a joiner who could fit it on Thursday 15 Feb, and that they would compensate me £100 as the stock was now on sale, and because of the van hire and disruption. I said Thursday will be fine and he said he would be in touch nearer the time. Thursday morning came and nothing. I called in, again, and was told that the joiner would be over to do the living room and hallways laminate that afternoon/evening and he would phone me that afternoon. By 4:30pm I had still heard nothing, so again I phoned in and requested an update. I was told that he would be with me at 6pm so I waited at the property. He arrived at 7pm, and advised that he would only be doing the living room and would come back on Monday 19 Feb to do my hallway. This angered me a lot, obviously not at the joiner. He told me that when he spoke with Alan, and told him to “be honest with me and tell me the truth”. Alan said he would, yet he did not. I was on the understanding that my flooring would be completed as agreed on the Thursday. Of course, the store was closed when I was told this, so I couldn’t call in. Convenient. I contacted Carpet Right via twitter over a week ago and was told I would get a call back within 24 hours, I have heard nothing and kept being fed “I have added this to your notes” every time I contact them to update them I haven’t heard anything. Appalling. I also had carpet fitting up my stairs, hallway and second bedroom. The carpenter arrived to fit this on Monday 12 Feb. He went up the stairs and said “your carpet join will be about here...you are aware there will be a carpet join, right?”. Of course this was something else I had not been told! I have purchased £3000 worth of flooring and have had nothing but stress and chasing the store up for updates. I am a very patient person but my customer service and experience has been shocking, especially being a returning customer. I will not be returning again. I have hired 2 vans, and am still not moved in to my house when I go back to work this coming Monday 19 Feb.”

Helpful Report

Posted 6 years ago

“DO NOT BUY FROM CARPET RIGHT LEAMINGTON SPA!! 2 years ago we paid £2000 for carpet and underlay to be fitted in our home! The carpet is now drastically coming away from the grippers, something that shouldn’t be happening!! We called in a independant fitter to come out and have a look due to its no longer in the 12 month guarantee warranty. The fitter informed us that the carpet had been cut to short which was the reason why it is coming away from the grippers. We also enquired why the carpet looks so flat, even though we spent a lot off money to have cloud 9 underlay!! Surprisingly he told us that the underlay Carpet Right fitted was the cheapest one they have! So we have been truly and utterly ripped off!!! I got in contact via phone call, email, letter and going into store but they continuously refused to help due to it not being in warranty. If the carpet and underlay was fitted correctly and with what was asked for this problem would not of occurred!! This is Carpet Rights Fault! I will not be expecting a response due to Carpet Right only responds to positive reviews.”

Helpful Report

Posted 6 years ago

“DONT NOT BUY FROM CARPET RIGHT LEAMINGTON SPA!! 2 years ago we paid £2000 for carpet and underlay to be fitted in our home! The carpet is now drastically coming away from the grippers, something that shouldn’t be happening!! We called in a independant fitter to come out and have a look due to its no longer in the 12 month guarantee warranty. The fitter informed us that the carpet had been cut to short which was the reason why it is coming away from the grippers. We also enquired why the carpet looks so flat, even though we spent a lot off money to have cloud 9 underlay!! Surprisingly he told us that the underlay Carpet Right fitted was the cheapest one they have! So we have been truly and utterly ripped off!!! I got in contact via phone call, email, letter and going into store but they continuously refused to help due to it not being in warranty. If the carpet and underlay was fitted correctly and with what was asked for this problem would not of occurred!! This is Carpet Rights Fault! I will not be expecting a response due to Carpet Right only responds to positive reviews.”

Helpful Report

Posted 6 years ago

“I have had a horrendous experience with Carpetright Penrith. The service we received was shoddy and unsatisfactory. When we tried to address our concerns with the store manager he became quite defensive and extremely difficult to deal with. It's a shame that after the substantial amount of money charged by Carpetright their customer services remains unacceptable & poor. There is a complete lack of accountability if anything goes wrong. One week into the fitting by their fitter our kitchen vinyl has lifted from all corners with creases & folds on it. Carpetright is very sloppy with time. We were assured by the store on 2 occasions that the fitter will rectify the problem & we were made to wait for more than 5 hours the first time before their fitter arrived and did nothing to sort out the ill-fitting hence wasting all those hours we were made to wait.He was unprofessional and wanted more money for the job we had already paid. The second time again the store manager confirmed to us that the fitter will come & rectify the problem and made us wait for another 4 hours before the same fitter came & did nothing again. We have been let down by Carpetright time and again with their deplorable service.To make matters worse the store does not even bother answering the phone calls. We regret giving business to them. It is unfortunate that if any issue arises post sale Carpetright customer service is no longer interested once they fork out the money from the customer. The time and energy spent on it was phenomenal & not worth it. I will give then 0 star if there was an option. Stay away from this company!”

Helpful Report

Posted 6 years ago

“Paid for grippers, underlay and carpet to be fitted to a walk in cupboard. Fitters just glued the carpet to the floorboards. Unbelievable! When we complained and insisted that they come back and fit it properly the fitters tried to say that’s how carpets are fitted, they are just glued to the floor! Never mind the fact that we had actually paid for the underlay and grippers. I’m amazed that this company stays in business when there are thousands of carpet shops online”

Helpful Report

Posted 6 years ago

“Terrible customer service and aftercare. Don't use them! We had a carpet fitted in December but it appears that the fitter dislodged a pipe in our boiler cupboard when laying the carpet which caused a leak when the heating was turned on (it is hard to see how the pipe could otherwise have been dislodged given it was right at the back of a large cupboard). We did not notice for some days but later spent a weekend with the carpet pulled up/heater going in order to dry out the carpet. We called a plumber out who carried out a basic repair. Ok so mistakes happen. What has been really unsatisfactory is Carpetright's response who have not taken the time or effort to understand our complaint; denied liability; asked us what we wanted to compensate (all we wanted was the £75 plumber's fee despite some water staining on the carpet); then many emails later said it was a matter for the carpet fitter and his insurance. I feel like they wasted a lot of time asking us for information over email/being highly suspicious of our complaint only to hold their hands up and say it was nothing to do wtih them. Time wasters and really shocking service.”

Helpful Report

Posted 6 years ago

“Cushion floor discoloured, it looks like it is 30 years and it is less than 2years old. Do not buy, if you complain they talk to you like dirt.”

Helpful Report

Posted 6 years ago

“Absolutely terrible company to deal with. They make an arrangement for a delivery and never make it up for the agreed date. They don't bother even contacting you about that fact. If you make an arrangement with another company to do some work which is dependant on the carpet fitted you better be prepared to pay extra fees for the delay caused by carpet right. This happened to me not only once but now 3rd time - I will never buy from them any more!”

Helpful Report

Posted 6 years ago

“I have been told the raised lines in the carpet is down to reverse pile. C.R. are not interested. The manager in the Sutton store was not interested even though I had a report from a reliable company to prove it was not my fault. They sent an independent guy to look at it to do a report according to the manager the report findings were that there was not a manufactures fault. I asked to see a copy of the report and guess what they lost it. Rubbish company”

Helpful Report

Posted 6 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews