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

“Initially quite helpful assistant in shop. Guy came to measure up quickly, then... nothing. Had to chase up for quote. Guy on phone utterly clueless, kept trying to resend quote but not arrived, tried changing email address. Got him to read out quote over phone. Double initial estimate with mysterious 200 Pound admin fee. When they said would not be able to fit for several months I gave up. Called an independent chap who came and measured up the same day, brought samples, gave a much better quote and set fitting day for within 2 weeks. Don’t give big chains like this your money, they don’t know their bottom from their elbow.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for sharing your feedback. We're so sorry to hear of your experience which resulted in you going elsewhere to complete your order. At Carpetright, we do pride ourselves on excellent customer service and sadly on this case it doesn't seem like we got it right. For this, we do apologise and do hope that at some point in the future, we can restore your faith in us. Just so you are aware, we do offer a price match service as linked below should you require in the not so distant future. https://www.carpetright.co.uk/customer-service/customer-promise/ Best Regards Benji

Posted 4 years ago

“I for one am really happy you have stayed open . If not, my house would be freezing this winter. Thank you carpetright for looking after your customers needs.”

Helpful Report

Posted 4 years ago

Good afternoon, Thank you for taking the time to leave your feedback, it's much appreciated. Kind regards, Dilan

Posted 4 years ago

“paid upfront to secure a discount for… paid upfront to secure a discount for four bedrooms a hallway and a runner for the stairs. All confirmed and dates to fit booked in. 4 bedrooms done over two days the fitters were superb. Then told hallway would be the following week as a delay to the runners as the machine that does the wicking/sticking was broken. Then nothing for a few weeks so called them, was told it's all in hand and will be fitted on x date. the morning of fitting we called to confirm and were told oh sorry wont be fitted - " were you going to let us know" - errr sorry forgot. Ok so when will it be fitted ? errrr don't know having a problem with the machine. Weeks later after making 10 plus calls and leaving loads of messages at rayleigh and SOS with no reply i had to drive to the store - i was told that the colour for the side of the runner hadnt been chosen - complete lie - then i was told that it was all being sorted- i refused to leave until i was given the fitting date - this a week later! They arrived again the fitter was great and said all his carpet right jobs were behind they obviously have supply issue for stair runners- maybe cashflow problems? Anyway he did the stairs apart from the bottom step as that hadn't been ready!!! useless - He went back to the store and sorted the last piece and fitted it yesterday - looks great. Carpet right staff were awful and buried their heads in the sand - nothing was pro active we had to chase them all the way and were just fobbed off. No one really put their hands up and told us what happened it was always someone else's fault and even tried to say my wife hadn't picked the colour gobsmacked! won't be recommending them to anyone we know !”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“In what world do you think that you are an essential business? You will be closed soon as some of your stores have already found. I am in constant communication with our local trading standards as are many other people up and down the country. Yours Board has clearly lost touch with its moral responsibilities.”

Helpful Report

Posted 4 years ago

Hi Gary, I am sorry you feel this way. Our stores in England are now closed however. Regards Dean

Posted 4 years ago

“I have since tried to obtain a refund and been told only the manager of the store can issue but he’s not returning any of my calls. The carpet for room 2 is still not in stock / been delivered. The carpet for the stairs and room 4 was abandoned and being wrecked rolled up in room 2. The person who measured said skirting boards weren’t an issue but fitters refused to fit without but didn’t communicate this until they were leaving. Even what they have fitted is already pulled up and it’s only been a week! Staff in Staines store are as useful as a chocolate teapot and sound more like vicki from Catherine Tate show, “but yeah but no but yeah”. Austin the manager of the Staines branch is absolutely ridiculous and to be charged £50 admin fee is equally ridiculous considering the lack of service. Head office call handlers equally rubbish and seem to hold no power in actually resolving any issues. I just want a refund so I can order from else where and actually get a decent carpet fitted.”

Helpful Report

Posted 4 years ago

Hi Kira, I am very sorry to hear about the experience you have had. Please can you send your details to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“No complaints about the choice and service but I find opening your stores at this time is wrong in so many ways. Infections and deaths are rising fast yet you are actively encouraging shoppers to visit you. It is making a mockery of the governments message to stay at home and only go out if absolutely necessary. Your claims of being a hardware store seems to be ending as only on friday, due to claims of misinterpretation and unfairness, the government updated and amended the essential shops act. It still states that hardware stores are essential, only this time parts have been changed. It now states a hardware shop is one selling paint tools and glass. Now these muddy waters have been cleared it means the environmental health officials are able to take action. I understand protecting your business is important but surely protecting your staff, customers and the general population is far more important?.”

Helpful Report

Posted 4 years ago

Hi, We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online.

Posted 4 years ago

“beware you think you buying at special offer rate on website then take offer off and charge you more!!!!!! Will never use them again - make sure you screen shot your price their offers change before website updated.”

Helpful Report

Posted 4 years ago

Good afternoon I'm sorry to hear about your experience. Please can you email your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Lots of comments about why carpetright is keeping their shops open. To some carpets may not be essential, but to us they are, given we have moved house and have a 4 year old child - with winter coming, we need carpets to insulate our home. Carpetright have been fantastic. We had an issue with the carpet we bought and they were extremely cooperative in resolving the problem.”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for your fantastic feedback! I'm so pleased to hear about the great experience you've had. Kind regards, Dilan

Posted 4 years ago

“Claiming that carpets or a bed are essential for ‘making homes safe’ is disgraceful. I was told, in store today when I visited to see for myself if you being open could be true, that I could buy a bed for a January delivery. When all other retailers are doing the right thing, you should hang your head in Shame. I’m disgusted”

Helpful Report

Posted 4 years ago

Good afternoon James, We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Kind regards, Dilan

Posted 4 years ago

“what a disgrace you are. most of the country are doing there best to get through this pandemic as best as possible, but you see fit to open the stores on the pretense of supplying building materials. under the regulations you cannot open, you are not an essential product in the construction of a property, you supply finishing products. you should be ashamed, wealth before health.”

Helpful Report

Posted 4 years ago

Good Afternoon, We're sorry to hear you feel this way. We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Best Regards Benji

Posted 4 years ago

“Absolutely lowest of the low company!! Putting profits before the health of the national especially the older generation . Deplorable & sneaky please everybody boycott this company.”

Helpful Report

Posted 4 years ago

Good Morning, We're sorry to hear you feel this way however we’re staying open as we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Best Regards Benji

Posted 4 years ago

“Just didnt care or return any calls...”

Helpful Report

Posted 4 years ago

Hi, I am sorry to hear you feel this way and that you have not heard back. Please email the details to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“Sorry to hear you put profit before the nation’s health and safety you should be ashamed”

Helpful Report

Posted 4 years ago

Hi, I am sorry you feel this was. We are taking every precaution and all the measures in place for a safe environment for our customers. Regards Dean

Posted 4 years ago

“Would never use these ever again terrible service we brought a new bed and mattress unfortunately the mattress has come apart so sent photos in with an email on the 1st August 20 they said they would replace mattress still waiting and always a different excuse when we call it’s now 7th nov and still waiting”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear you are still waiting. Please email us the details to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Keeping your shop open during lockdown. Claiming it to be selling essential products and saying you sell building materials. Carpets are not building materials and are not allowed to be sold under current rules. I would love to know what percentage of your sales are building materials and what percentage are domestic non essential carpets. People are making sacrifices to help save lives and protect the NHS while you look for ways around the rules given by our elected government.”

Helpful Report

Posted 4 years ago

Hi, We’re not a builder’s merchant, but, like many other well-known DIY and related retailers, we do sell product that is essential for the completion of building projects, and for making homes safe.

Posted 4 years ago

“Our order for nearly, £3000, placed at the beginning of August was eventually delivered, creased, and 4-6 weeks late, there was no reason given for the delay. We then wrote to their complaints department who treated us with the same disinterested contempt as Brighton Carpetright and who decided to “close their file” whilst offering us no explanation and stating that they are above current Consumer Legislation as they “do not have a compensation policy”. Absolutely dreadful customer service. I recommend to anyone needing to buy carpet NOT to use Carpetright.”

Helpful Report

Posted 4 years ago

Good afternoon, I'm sorry to hear that you are not happy with the service you received. Please can you e-mail your case reference number customer.services@carpetright.co.uk so we can help. Regards, Dilan

Posted 4 years ago

“Disgusting and no morals and irresponsible! Why are they not doing their bit like most of country. Firms like this which contribute to the situation we find ourselves in . Utterly Selfish!”

Helpful Report

Posted 4 years ago

Good afternoon, we’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Best regards, Dilan

Posted 4 years ago

“CONTACT YOUR LOCAL COUNCIL - GET THESE STORES CLOSED. People can only leave there homes for work, exercise and "essential shopping". Why do they think they can get away with opening there stores..they are not a hardware store. It is contravening the government rules. Money grabbing idiots.”

Helpful Report

Posted 4 years ago

“Why are your stores open during lockdown, you are not looking after your staff, customers or the general public, you are showing a complete disregard for the spirit of trying to save lives and look after the NHS...... guessing the person who decided to open hasn’t had any family or friend come down with Covid, bitterly disappointed, my feet will vote by never shopping with you again.”

Helpful Report

Posted 4 years ago

Good afternoon We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Kind regards, Dilan

Posted 4 years ago

“Carpet ordered on 4th August and carpet fitted on 28th Sept. Fitting too bad to explain but photos say it all. After many phone calls Owen came out and took I threatened photos after which I found it impossible to get satisfaction until I threatened legal action. New carpet ordered and due for refit on Friday 6th Nov. Wed 4th Nov told carpet had not arrived. I have made 7 phone calls and no one phones me back. Customer service is non existent. I need to add photos to show how dreadful the work is. Please advise how to add photos”

Helpful Report

Posted 4 years ago

Good afternoon Sue, Thank you for your feedback. I'm sorry to hear of your experience. Please can you 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