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

Write Your review

Tell us how Carpetright UK made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Shocked at paying £30 delivery for a 2x2m piece of vinyl that took three weeks to arrive at their own store. The fitting is a disgrace. Overlapping skirting in places and too short in other areas. Badly cut corners and joins and bubbling quite literally everywhere. The contract said the fitting issues are between me and the fitter but they sent him. I don’t want to give him another chance as he is clearly clueless I can have seriously done it better myself. I assure you I will never use this company again. I should have used a local independent. Lesson learned.”

Helpful Report

Posted 4 years ago

Hi Craig Thank you for taking the time to leave your feedback. I’m sorry to hear that you were not satisfied with the fitting service. Please email customer.services@carpetright.co.uk with your order details so we can help. Regards Dilan

Posted 4 years ago

“Had 3 carpets took 4 weeks to arriveclounge had been measured incorrectly. Told would re order 4 weeks later and numerous calls to store but none from them to us finally had to raise as a complaint to customer service to find manager knew carpet was out of stock so suggested they should have offered a different carpet. Suddenly this happened another 4 weeks pass fitting arranged fitter cant do agreed time. Manager throughout offering goodwill gesture once fitting done suddenly after the fitting complaints department tell us no goodwill gesture as we have a carpet. Disgraceful service, no contact, lies and then nothing. Avoid at all costs”

Helpful Report

Posted 4 years ago

Hi Nichola Thank you for your feedback. I'm sorry to hear about your experience. Please can you email customer.services@carpetright.co.uk with our order details so we can help. Regards, Dilan

Posted 4 years ago

“Do not go near this company ...promised a carpet on a certain day to fit in with renovation work (we had said before ordering that if couldn’t get for that date we would go elsewhere) Day before due to fit we get a call to say the carpet hadn’t been put on the van and we would have to wait four more days!! Flippant attitude to say the least ,no empathy or customer service skills whatsoever and just a case of oh it doesn’t matter you can’t finish your bedroom for four more days and have other people working around the schedule, All fine taking your cash but different attitude afterwards ....they need to inter communicate as a company and not make promises they can’t keep. Some constructive advice send your shop staff and manager on a customer service course!!!!!”

Helpful Report

Posted 4 years ago

Hi Thank you for your feedback. I'm sorry to hear that your fitting appointment has been cancelled. Please email your order details to customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“I had £1980 worth of carpet/vinyl ( full house ) of carpets and vinyl fitted by one of the Galashiels, Scottish Borders branch fitter and 2 sidekicks. Said he was very busy as he had jobs for carpetright and himself. He rushed the fitting leaving nails from previous underlay in place as "I wouldn't feel them"-yes I did! He left for a couple of hours to go back to a previous job (which was a complaint,) completely fitted one area vinyl wrong and got sent back to try and fix it, covered it in glue as well as wc vinyl that wasn't being replaced and he was so annoyed damaged it and patched it without saying a word! Manager told he later the fitter said he was surprised I complained as he was only trying to help me! Hall stair and sitting room carpet was faulty-badly. Tufts coming out and holed. New carpets and vinyl ordered which took 2 months putting kitchen out of bounds (couldn't unpack house, just moved in). The second carpet was also faulty after the manager assured me it would be well checked in the store before being fitted. Another employee said they NEVER check the carpets! Another wait for a third carpet which got fitted by a different fitter as I refused to let first one in because of past two experiences. He fitted it fine but damaged a brand new kitchen unit, a kickboard-badly and some glue on vinyl. After weeks of going back and forth with the manager lockdown happened. On return the manager asked what I wanted to settle so I told him. He then was either sacked or just left-none of the store team knew what was happening and couldn't help so I put in a complaint. After months going back and forward with manager asking what I wanted to end the situation it has now led to "it's nothing to do with Carpetright, we don't employ the fitters you as the customer does". Even though I never paid the second fitter they have washed their hands of it and I'm to take it up with a fitter they provided and I don't even know his name! I've also been due a refund for gripper that was never used, about £54. Original manager had excuse after excuse and I still don't have my money after 10 months. DO NOT TOUCH THIS COMPANY, if the fitting goes wrong you are on your own. Absolutely disgusted with them. I am not accepting this so it's not finished, it's time they took responsibility for who they have fitting carpets-badly.”

Helpful Report

Posted 4 years ago

Hi Isabel Thank you for taking the time to leave your feedback. I'm disappointed 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 4 years ago

“Great up until they secure your money and then it all goes to pot. They say bedroom has to be completely cleared I am working away so that left my wife to disassemble a bed and push it into hall way along with furniture. Then the were asked to leave additional carpet grippers and excess underlay as I have bookshelves which were removed in doing up the house and they could be used to cover this area, simply ignored that instruction. Then doors were removed and left in the hallway. Small print states they do this So you can employ a carpenter to shave the doors. Good idea in principle but what if the doors actually don’t need shaving, which is the case. So I have to rehang doors. Bit lazy. 700 pounds for second rate service. Trying an independent company for next carpet for a more customer friendly experience.”

Helpful Report

Posted 4 years ago

Hi Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience. Please would you be able to email your order details customer.services@carpetright.co.uk so we ca assist you further. Kind regards, Dilan

Posted 4 years ago

“I Will never bother with these reprobates again. Went to local store to get a small rug. None in. Tried to ring other store to see if they had stock. No answer. Went home, bought on-line; 3-5 day lead time. After over 2-wks - nothing. Wrote to "Customer Service" to ask (paraphrasing) "where's my rug" and "the price is now 20% off. As we're essentially getting it at this time, could you do the decent thing and honour the new price. "Answer on both counts: "I don't know - there's a delay on all orders; I'll have to ask." In other words, customer service are complete eunuchs - they have no info and no delegated authority. Why not mention the delay on the web site or, at least, on the emailed invoice, so as not to have every single customer waiting and wondering? Another week goes by. No answer. This means "Customer Service" don't keep on top of their queries and the stores/mgmt ignore them and me. Just about to write again when the rug turns up. I let them know and ask, "Any news on the new price?". Don't even get a reply - i.e. treated with contempt. This organisation needs a collective slap to snap it out of its lax ways and contemptible attitude. Like a driver who gestures at you from a moving car, they wouldn't dare treat anyone like this if it was face-to-face, in the store. But they think they can get away with it when it's at a distance.”

Helpful Report

Posted 4 years ago

“This company is useless,the girl in the shop didn't pass on my mobile number to the carpet fitters in the result I missed them,the shop said they would phone in the morning for another appointment which they never did.ordered Lino at the same time that was four weeks ago and iam still waiting as I've just moved into a new flat and I can't get it finished as I've no floor covering in the kitchen,hall and bathroom spent nearly eight hundred pounds,their customer service is non existed .Never use them again or recommend them to anybody.This was the Dumfries branch.”

Helpful Report

Posted 4 years ago

“I went in for a quote, so at the off they where competitive on price. Customer service couldn't be faulted. I then went in to order which was easy and stress free. Now awaiting delivery and fitting so cannot finalise the rest of my customer journey.”

Helpful Report

Posted 4 years ago

“I've used Carpetright 3 times over the years. The first two times they were fine. The third time was the purchase from hell. I paid for the carpet at the start of March, and it has finally been fitted at the start of September. OK, 2 months of that was due to Covid-19 lockdown, but there is no excuse for the other 4 months delay. The first 2 fitting cancellations weren't Carpetright's fault, but their point blank face-me-down-across-the-desk refusal to prioritise my order thereafter, and the next 3 cancellations, were definitely Carpetright's fault. Communication throughout the saga was - I was about to write appalling, but "non-existent" is closer. On one day the store (Oxford) had their phones set to answerphone and refused to answer emails, even when Customer Services and the Regional Manager tried to intervene. In the end I had to drive a 60 mile round trip to the store to find out when the fitter would be arriving: he has to be paid in cash on arrival or cancels the job, and I have to drive 30 miles to the tenanted house. When I got there the phones were ringing continuously and there was a sales assistant with nothing to do. I was then informed that the fitter had, yet again, cancelled the fitting. To add insult to injury, when the fitter finally *did* complete the job, he left the site saying: "Sorry, I've had to remove the toilet door and I don't have time to trim it and refit it." My poor tenants (4 who share the house) had to live without toilet privacy for 24 hours while I arranged for the door to be refitted. I still can't quite believe I've been through all this, it's quite shocking, more like 1970s monty python than 2020s reality.”

Helpful Report

Posted 4 years ago

“Easy shopping process given covid restrictions, friendly staff. Waiting for my lino to be fitted as there was limited stock but is giving me a bit more time to finich off decorating the room.”

Helpful Report

Posted 4 years ago

“I've been trying to call carpet right with a query and no one has answered after 90 minutes. It bodes ill and so will not be using carpet right for my order. Giving up on the call now.”

Helpful Report

Posted 4 years ago

“Cambridge store .Very helpful staff good selection of products . Young man I think it was Justin was extremely knowledgable and helpful .will defiantly shop again”

Helpful Report

Posted 4 years ago

“Do not order from carpet right Hove Awful service Awful fitting Awful quality carpet! No one ever gets back to you! Manager John is useless! Never gets back to you and full of excuses! Now waited 9 days when promise he would email me back in 2! Quick to take your money! Quality of a is poor! Fitting terrible! We moved into how house and fitting took place mid May - still waiting! Really wished we had used an independent company and would not recommend carpet right!”

Helpful Report

Posted 4 years ago

“Payed for laminate, carpet and vinyl. Was waiting for carpet, not in stock. When carpet arrived we were told that the laminate was now out of stock. When I payed there was a pallet of laminate, but they sold all of it knowing that I had already payed for 11 packs. Had to re-order and waited 5 weeks from original order to fitting. Was told fitters would be at property first thing. I waited from 8am till they finally arrived at 2.30pm. This is a Micky mouse company. Complained to head office and they didn't want to know. Manager of romford store would not come and speak to me. DONT waste your money. GO somewhere else that care about customer service. WOULD NEVER USE AGAIN”

Helpful Report

Posted 4 years ago

“We've been waiting for over 6 weeks for our carpet to be fitted. One fitter has been but the job has not been completed as the stair runner hasn't been prepared. We were told 4 weeks ago it had been sorted and just needed fitting. The stores never answer the phone. Emails are replied to with very short, rude responses. No apologies for the delays in fitting. Carpet runner has been cut, but removed by the fitter to prepare. Unknown completion date and no word from carpet right as to when it'll happen! Abysmal. AVOID AT ALL COSTS. PAY A LITTLE MORE AND GO ELSEWHERE!!”

Helpful Report

Posted 4 years ago

“I wish to logged an serious complaint against the Letchworth office. From start to finish it been either a lost order, wrong carpet, hidden charges , lack of communication on appointments and general feeling no one knows whats happening from the branch! I contacted them in early June for a sales man visit who turned up earlier than expected. Then an quote was put together and a price was provided with the promise this be emailed to me. This never happen and I visited the local branch only to be told they lost my quote/order! So a new quote had to be put together from stratch. I waited more than 6 weeks for the order due to COVID 19 delays and though Wayne did kindly call me the vinyl order had not been delivered. I waited PATIENTLY but heard nowt, so I called the branch and they guy i spoke finally found my details and said I had to pay extra £70.00 for the floor to be screeted. This was included in my original order - had they not lost this - they would had seen this. Oh i forgot to mention the revised order was all of sudden much higher than the original quote! Hardly any communication from the branch and they tell me the fitters would turn up on 20th and 21st August but could give detailed time frame. My dad waited for them to attend 20th August and when they did they turn up with the wrong carpet. TRULY AWFUL CUSTOMER SERVICE FROM START TO FINISH. I wish I gone back to Tapi Carpets who at least would fitted the carpet by now!!”

Helpful Report

Posted 4 years ago

“Absolutely awful experience with Carpetright. They had damaged our new bathroom which was a week old and specifically said please can you not damage our bathroom as it’s new. Unfortunately our bathroom was damaged and it became a nightmare to sort out. Left a review on another well known review site and I was made out to be liar and questioned if it was a genuine, even though the MANAGER came to out my home to Inspect the damage! There is no way I would shop there again! AVOID!!!”

Helpful Report

Posted 4 years ago

“After five weeks waiting for our stair carpet to be fitted, CarpetRight sent the wrong colour and refused to accept that they made a genuine mistake, rather, they said that colours shown on their website are not accurate, yet referred us back to their website to choose the colour we wanted!! After a heated conversation with customer care they said they will refund the money less £29 cancellation fees and wanted us to pay for the fitter who fitted the stair grip. I have never seen such an appalling service like this in my life, and I have seen a lot!”

Helpful Report

Posted 4 years ago

“Financial Ombudsman now involved! AVOID AT ALL COSTS!! Complaint with a store ongoing since November 2019, then escalated to their complaints department and have not replied to me since my formal complaint logged in February? Clearly do not follow formal complaint procedures either. Fitter has stolen my house keys and had to have a locksmith change the keys. Poor products but by far the worst customer service I have ever experienced.”

Helpful Report

Posted 4 years ago

“Annoyed. Just received apologetic phone call to inform me that the carpet fitter has discovered that the wrong width carpet has been sent to the shop in Bangor. Spent most of weekend moving furniture (not easy as a 71 year old widower) and now have to live with furniture all over the place until next Tuesday! Not very confident about that happening. I have also had to cancel a planned holiday. The staff were apologetic, but surely the carpet should have been checked on arrival at the store a couple of weeks ago.”

Helpful Report

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews