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

“i purchased a bathroom carpet on 25/10 online from the Merryhill branch and it was saying it was in stock and I did not receive confirmation . until I sent an email on the 31/10then I received an email saying it was ready to collect . I went to the store on 3/11 at 6.15pm because it says they are open till 8pm and was told I could not collect because it was after 6pm and if I cannot make it before 6pm come back at the weekend . I think once they take the money the after sales service is shocking”

Helpful Report

Posted 4 years ago

Hi Neil, I am very sorry to hear about the lack of service you have had and the fact you had to come back another time to collect your goods. We will make sure service improves going forward. Regards Dean

Posted 4 years ago

“awful company there customer service is terrible they promised to sort out the problem with me carpet but did nothing”

Helpful Report

Posted 4 years ago

“Apsley store a complete joke. Carpet got lost so extra 3 weeks for delivery. Door strips missing so carpets folded over for last 4 weeks stopping the closure of internal doors. Manager does not want to know. Now looking at small claims court for compensation”

Helpful Report

Posted 4 years ago

“Visited their Watford store yesterday, and bumped into a guy hoovering the entrance as we tried to get in, who was oblivious of our presence. The store was empty of customers, so tried to find someone to help. We approached two guys who were deeply in conversation but, as they totally ignored us, we thought better of it and approached another slouching behind a desk engrossed with this mobile phone. We asked him what we wanted to see and, without even looking up, he grunted what sounded like ‘over there’ and pointed in a general direction. When we looked ‘over there’ he had obviously sent us to the wrong place. Arrogant, rude and obviously have no intention of helping anyone; unless, of course, they are of the impression that they are doing their prospective customers a favour by allowing them in. We will not visit again. A stark contrast to the service and attitude at Tapi carpets, across the road, where we went instead: they could not do enough for us, without being pushy”

Helpful Report

Posted 4 years ago

“Excellent service from the Bletchley team, Joe, Rae & the fitters, football dudes. They were all helpful, friendly, polite from ordering, measuring & fitting. We would highly recommend them, thank you all 😊”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for sharing such lovely feedback. Best Regards Benji

Posted 4 years ago

“Great Service. Job well done *****”

Helpful Report

Posted 4 years ago

Good afternoon, That's great to hear! Thank you for taking the time to leave your feedback. :) Regards, Dilan

Posted 4 years ago

“Been over a month since ordering and still have no idea as to when my laminate and carpet is likely to get fitted. I have spoken with so many different members of staff both in store and on the phone - nobody has any answers. I have been told that someone will get back to me on multiple occasions - nobody ever has. The initial service I had in store was great, and I found the staff helpful but it’s all gone completely down hill since then. I have been told it could be this Thursday when the delivery comes in, but it might not be... and the same for the next Thursday, and the Thursday after that. It’s ridiculous. I have paid for my whole house to be done and yet nobody can help.”

Helpful Report

Posted 4 years ago

Good afternoon Nicola Thank you for contacting us. I'm sorry to hear tat you haven't been contacted in regards to your delivery. We will chase this up with our store colleagues and make sure you get contacted. Best regards, Dilan

Posted 4 years ago

“Bad instore customer service given i will spend my money somewhere elce I will not shop here again”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for your feedback. I'm sorry to hear that you were not satisfied with the service you received. Please can you e-mail with more details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Disgusted with the service from Carpetright New Malden. They are quick to take your money and give you a date for fitting shame it is all lies. We ordered two lots of Carpet. First lot was due to be fitted on 19 October they failed to turn up Stored promised they would come the following day It took numerous phone calls from us to chase them to be finally told there wasn’t a fitter available until the following Monday. Second lot of carpet due to be fitted this Thursday just had phone call they’ve run out of the carpet and have to reorder. New fitting day maybe second week in November. I’m not holding my breath. I was going to order stair carpet and two further bedrooms. I will not be going back to carpetright!!!!”

Helpful Report

Posted 4 years ago

Good afternoon, Thank you for taking the time to leave your feedback. I'm sorry for the delay with your fitting. We always aim to resolve issues promptly. Our store colleagues are looking into this further and will contact you with an update. Kind regards, Dilan

Posted 4 years ago

“Delivered a double bed found a number of staples sticking through the fabric of the base,only to be told by rude staff it wasn’t company policy to do refunds,they collected the bed on 5th Oct we have been given the runaround been told that they’ve sent a refund it’s now the 28th Oct store manager says he will email head office again only the store can’t refund the cash I’ve paid,it’s now time for me to take legal advice”

Helpful Report

Posted 4 years ago

Good afternoon Mr Ireson Thank you for your feedback. I'm sorry for the issue you've experienced and the delay with your refund. Our store colleagues are looking into this further to resolve this and I believe they have contacted you to discuss earlier. Thank you for your patience and understanding. Best regards, Dilan

Posted 4 years ago

“Took ages to get the flooring, they had money for 2 months. Fitter supplied with wrong parts and demanded payment - 4 months on the company doesnt contact, 'not very helpful' staff do absolutely nothing. Floor now disintegrating - what does one have to do to get this company to do anything !!!”

Helpful Report

Posted 4 years ago

Good afternoon Mike, than you for your feedback. I'm sorry for the delay with your order and have raised this with the store management for further investigation. They will be in touch soon. Kind regards, Dilan

Posted 4 years ago

“Avoid carpet right at all costs! First time our carpet was measured completely incorrectly so we were left for two weeks with carpet that was too short for the landing. The second time the incompetent company came out to put things right they laid completely the wrong shade and completely the wrong carpet to what was already down. The fitters noticed that it was incorrect yet still laid it. After a further 2 weeks a 3rd piece of carpet was laid which was also incorrect as all of the piles were running the wrong way in comparison to the rest of the carpet. On the 4th and final time that carpet right came out this was finally corrected.... however, on this visit the fitter tried to lay the same bit of carpet that was already down expecting that I wouldn’t notice and it was only when I mentioned my partner would be the last one for the say so that this was admitted. I was then told the fitter had been supplied the wrong bit of carpet AGAIN so I had to go out to his van and show him the correct carpet that was there but had been shoved under 8 other different rolls!! Have contacted customer service about this but have received absolutely no customer service at all and the complaints department are completely useless. Not to mention the manager at the Newmarket branch who was completely patronising and very unsympathetic to our situation stating ‘Everybody makes mistakes’ and that ‘it’s been put right so what else do we want?’ Basically.... I have been promised a call back from the customer service team for the last 3 weeks and have had nothing and instead I’ve had to chase them every time and listen to their poor excuses. Just to reiterate, do NOT use carpet right - they are happy to assist up until your money is taken and then they do not want to know or help to deal with complaints! If I had the option to give no stars then I would!”

Helpful Report

Posted 4 years ago

Good afternoon Chloe, Thanks for getting in touch. I'm disappointed to her of your experience. We would like to look into this further for you. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can assist you further. Best regards, Dilan

Posted 4 years ago

“My mum went to carpet right to have floor install believing them to be trustworthy. She’s a vulnerable person and they’ve been to install floor after coming out to quote and have left the floor like this demanding more money which she has now paid (even though she shouldnt have) just to get the job finished. They have now stopped returning calls and the floor has been like this over a month. Do not use this company. Their customer service is terrible and their fitters are complete cowboys. Find a small local business and go with them!”

Helpful Report

Posted 4 years ago

Good afternoon Michelle, Thank you for taking the time to contact us. I'm sorry to hear about your mother's experience. We always aim to provide the best service for our customers. Please would you be able to e-mail customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Dartford store. Late delivery. Fitting refused. Left without flooring for 10 days. Missing parts from delivery. Phones unanswered. Complaints department didn't give updates. Email to CEO pointless. Dreadful from start to finish.”

Helpful Report

Posted 4 years ago

Good afternoon Lyn Thanks for getting in touch. I'm sorry to hear about your overall experience which doesn't reflect our standard of practice. Please would you be able to e-mail custmer.services@carpetright.co.uk with your order details so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Really unhelpful, everything seemed to be a problem? Told was in stock then it wasn’t and had to wait a month? Cancelled my order”

Helpful Report

Posted 4 years ago

Good afternoon, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've had to cancel your order due to stock issues. We always aim to provide the best service for our customers. Please e-mail customer.services@carpetright.co.uk if you would like to discuss this further. Best regards, Dilan

Posted 4 years ago

“Ordered on 23rd August, on 16th September tried to find out what happened to my orders. Was lost apparently, so they had to reorder. Will get restocked on 28th September with another 7-10 days on top for delivery to the store. Not the best experience really... UPDATE: It is 20th October and my order...……..still not processed. Tadaaaaaam. Downgrading to 1. Atrocious service.... If I could give it minus I would...”

Helpful Report

Posted 4 years ago

Good afternoon Dmitrijs, Thank you for getting in touch. I'm sorry to hear about your experience and raised this with the management so that this can be looked into. Kind regards, Dilan

Posted 4 years ago

“What a ridiculous experience. Avoid at all costs. We bought a piece of Lino online which it said would arrived with 7-10 days. After 2 weeks we got in touch with customer service nationally who connected us to our nearest branch Trafford Park from who delivery would be made. Amazingly no one at national call centre or Trafford Park had any access to information about how delivers are processed and where they are up to. It was all "it might be on its way from Belgium" "the orders turn up once a week in a van from Essex and we have no idea what is coming" why not? It was amazing. After weeks of this we got a refund and cancelled the order. About 4 weeks after that someone at Trafford Park called up to say our Lino had arrived and when did we want it delivering. Too funny ;) To be fair all the employees we spoke to tried there best to be helpful but the company does not operate professional or functional order systems so I would avoid at all costs and use someone local.”

Helpful Report

Posted 4 years ago

Good afternoon Dave, Thank you so much for your feedback. I'm disappointed to learn of your experience which resulted cancelling your order. We always aim to improve our services and would like to look into this further internally. 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

“Absolute Joke Outfit. The customer service I have experienced is almost as bad as the quality of the carpet they recently laid in my house. I would strongly advise you to avoid this company like the plague based on my terrible experience.”

Helpful Report

Posted 4 years ago

Good afternoon, I'm sorry to hear that you are not happy with the service you received and thank you for taking the time to leave your feedback. Please can you e-mail customer.services@carpetright.co.uk with more details of your experience so we can assist you further. Best regards, Dilan

Posted 4 years ago

“No customer service . 1st carpet...did not tell us about different underlays but cha4ged the most expensive. Did not tell us about the door adjusting service for carlet depth. 2nd carpet had to telephone twice to get rwceipt for purchase. did not answer numerous calls re flaw in carpet. 3 visits in covid times to our house after writing to head office in desperation. Rubbish customwr zervice wont use again or recomend”

Helpful Report

Posted 4 years ago

“Did not tell us abour different underlays just sold us the ,ost expensive. Did not tell us about the service to adjust door for carpet depth. Did not answer numerous calls to shop. Took 3 visits in this covid time to see flaw in carpet. No customer service i will never recomend .”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for getting in touch. We're so sorry to hear that you weren't happy with the service you received. So that we can look into this further can you send an email customer.service@carpetright.co.uk. Best Regards Benji

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews