Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,137 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

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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

“Warminster Store has a very rude and unprofessional sales Girl who seems to only be there to flirt with the staff and customers. If you want a youngish girl to give your poor advice and waste your time then visit if not stay away.”

Helpful Report

Posted 8 years ago

“Hi I wouldn't even give them 1 only u can't give them 0 and write a review. If they gave me more than 10 characters to write a review I could tell u all how bad our experience was NEVER use carpetright...its carpet wrong”

Helpful Report

Posted 8 years ago

“I would not recommend carpetright to anyone! They provide the worst customer service I've ever experienced! I ordered my carpet over 4 weeks ago and they messed up my order, left me without hallway carpet and an odd top stair?!?? I contacted the store and they assured me it would be sorted free of charge, anyway after hearing nothing a week later I called the store again only to be told I will have to pay for it now! Spoke to customer services and they have been dragging it out, they finally spoke to an area manager 4 weeks after my initial complaint and they still want me to pay even though I was told it would be sorted free of charge! Absolutely disgusting! Terrible terrible company!!”

Helpful Report

Posted 8 years ago

“Ordered an expensive carpet from the Chiswick store after producing a sample of the one we wanted, the salesman showed us the same carpet he had in the shop and gave us the name of it to order by telephone. They sent a cheaper version of the carpet. Went to the store to explain their error. The salesman became rude and abusive, telling us to go back in a week's time to see the manager, he argued and refused to assist us in any way. He constantly talked over our voice and told us to "get out of his shop". As we were in the right we insisted for an explanation, he then phoned the police but they had better things to do than to visit the shop for no reason whatsoever. We sent emails and spoke to Ms Tanya Ballard at their their customer service, but she was just as dismissive. We sent her pictures of our sample and the one they sent us but she accused us of sending her pictures of an old piece of carpet. In fact, the sample we sent pictures off was given to us by their Brentford store. When we visited the store later, the sample book which the sample was taken from had been removed from the store to hide the evidence, but we have pictures of the sample book taken from our previous visit. A very simple and straightforward matter but they dealt with it unprofessionally and in a deceitful way. We are forced to take legal action.”

Helpful Report

Posted 8 years ago

“I had a whole box of laminate left after the fitters had fitted and they said take it back to the store for a refund when I did the manager said no???”

Helpful Report

Posted 8 years ago

“The WORST carpet shop EVER!!!! Misleading salesman ( obviously on commission!) took a long time to come, gripper rods peeping through the carpet on EVERY step of my stairs! Consequently my 8 year old daughter cut her foot on them!!!Carpet frayed, door dividers not fitted right, and my paint work had marks and scrapes all over them. They didnt hoover the stairs carpet after them like it states, or asked me to check the work either as they clearly knew that it was unacceptable. Contacted the shop and there head office on the Tuesday and it is now friday night and still not sorted. If you are considering buying a carpet from here i have 1 word for you.....RUN!!!!! They dont care and they do not deserve any stars from me!”

Helpful Report

Posted 8 years ago

“I went on Thursday 13th July to your store in Colliers Wood. We chose our carpet and went to the salesman who started to take down our details. He asked whether there was furniture in the room, to which we said no it will be empty. God was his response. When asking about the underlay I told him that we already had a carpet down which had been glued to the floor and therefore just wanted the carpet laid on top. Boy, I did not expect the attitude and finger pointing to come next when he said they would not lay carpet on top of carpet because it was not Professional. When I asked whether they could lift it up, without being able to say we would pay for it "BAMB"!! In your face with the attitude, raised voice and pointing finger saying, No, it is your responsibility to take it up. With that in mind we left the store, no apologies, no nothing. Yesterday, we went to Tapi Carpets in Tooting, went through the same process however when the sales assistant talked about not laying carpet on carpet told us that this was due to potential rippling. Much more plausible. Anyway he also offered us the choice of his fitters taking it up but, it would cost us. We agreed to it, sale done. Big mistake done by your sales assistant because he cost you a sale, hurt your reputation because I will not be recommending you guys at all but certainly will recommend Tapi. Maybe your CEO should go undercover to find out what really happens in the shops and in the homes because since my one bad experience I have found at least 2 other people have had bad experiences with Carpet Right (different areas), different problems but..........”

Helpful Report

Posted 8 years ago

“The first carpet fitter his partner Was ill. The second carpet fitters refused to fit or come to my house to fit on the scheduled day. Wrote to the director and his secretary iinsisted on taking £350 cutting the carpets. Bunch of rogues. Customer is always wrong. You will get swindled by rogues I'd there is anything you don't like. Traumatic awful experience”

Helpful Report

Posted 8 years ago

“Everything about Guildford store spells incompetence. Lost orders, rude staff, wrong carpet being delivered and fitters not turning up. When complained staff would not supply details of area manager as policy does not allow them to give out numbers. Wonder why? Nightmare. Will never use this store again”

Helpful Report

Posted 8 years ago

“We were particularly impressed with the fitters who laid our laminate flooring. They were very hardworking, very pleasant and extremely helpful. We used the store in Cannock and found all the people involved to be excellent.”

Helpful Report

Posted 8 years ago

“Visited your Charlton 2 store today around 3:30pm (13 June). No one else in the store except me and your 1 representative. He was absolutely unhelpful and completely rude. So I walked out of your store and you will never get our custom for any of our properties. I will also be sure to warn everyone in my network about your company.”

Helpful Report

Posted 8 years ago

“Charged me over £300 to fit a laminate floor, when I questioned the Cost I was told this is because they are specialised & professional !!!! I don't think so, more like bob the builder !!! After this so called professionals left my house I spent over 3 hours cleaning up after them”

Helpful Report

Posted 8 years ago

“Carpetright: an interesting name for a company that seems to have no concept of either Carpeting or doing anything right. Ordered Hall, Landing and Stair Carpet from the Croydon, Purley Way Branch late in November, in the hope of having it laid before Christmas. All details of sizes etc. provided to them, and they arranged for an Estimator to visit and do the final measuring up and calculations: when he arrived he was surprised that so much Carpet had been ordered, on account of the store failing to mention that the Hall was included in the fitting: he had been instructed that it was just Stairs and Landing: inspiring start! Once that had been sorted out, I discussed with the Estimator the involvement of the fact that there was a Stairlift installed, and he told me that there would be no problem as the Carpet Fitters were very experienced in that field, and would work around it in situ. I was told the Shop would be in contact to sort out the Fitting Date. A date was arranged, and I arranged to be available for the day. Nobody bothered to either turn up or even ring up to say that they were not coming: A wasted day. Another visit to the Store to complain and arrange another date. No explanation of the non-attendance. The Carpet Fitter rang me on the day of the re-scheduled install, saying that his notes mentioned a Stairlift being in place, and he informed me that he was not going to attend as the Health & Safety aspect of it prevented him from carrying out the fitting until the Stairlift was completely removed. Might be a viable idea if the Estimator was aware of that fact? Another day wasted. I duly arranged for the Stairlift to be professionally uninstalled, and informed the Store when this was completed. A new installation date was arranged, and I arranged another day to be available. The Carpet Fitter duly arrived, and mentioned to me whether I had previously arranged with the Estimator as to which direction the Stripe of the Carpet was to lie in the hallway. I told him that that had all been arranged with the Estimator, with the stripes laying along the length of the Hall, when he told me that was impossible with the amount of Carpet that had been arranged, and the Stripes would have to be across the Hall rather than along it. Another Triumph! He began laying the Underlay and the Edging Strips, then informed me that he did not have enough Underlay, and would bring more back with him when he went to collect the Carpet from its location: I rather jumped to the conclusion that a Carpet Fitter would arrive not only with enough Underlay, but some Carpet! Obviously not the way that CarpetRight operate! Before he had finished laying the Underlay that he had with him, the Store rang me to inform me that they had now discovered that the Carpet was in fact damaged beyond any possibility of it being used! The Carpet would have to be re-ordered and would take almost a week to arrive. Another day wasted, as the Fitter had no other option than to leave once he had finished Laying half the Underlay. I then had another call from the Assistant Manager of the Branch, apologising for the problem and offering me a rather measly £50 refund, which in no way would cover the costs of the time taken off from work to attend the Fitting Failures. I visited the Store to arrange yet another date, which was duly noted in the Fitting Schedule, and was therefore amused to be rang up the next day by someone wanting to arrange a date for the Fitting! Seems no kind of communication between staff at Purley Way! On the day of the scheduled Fitting, the Fitter rang me in the morning to check that all the Underlay had indeed been laid; I told him that only half of it had been done, and he told me that he had none with him, and would have to see if he could obtain some! Excellent work by the Fitters, who arrived with the Underlay and did a fabulous job: seems the only people showing any kind of professionalism were the ones not directly employed by CarpetRight! I have three more rooms to Carpet, and although I’m unsure of who will be undertaking the work, I am most definitely sure that it won’t be CarpetRight! Never again.”

Helpful Report

Posted 8 years ago

“Bodmin, Cornwall branch. Told carpet would be delivered & fitted between 10-10.30 am, rang at noon to be told fitter on another job would be there in 20mins. Had phone call later to say would not be there until after 2.30pm as mix up with work sheets !!!!!! Took delivery of a bed that morning which should have been AFTER carpet down. Carpet right did not seem to care. Very poor service - would not go again. Still waiting for carpet & fitter”

Helpful Report

Posted 9 years ago

“After buying a new house I got quotes from two places to fit carpets upstairs and laminate downstairs. I decided to go with Carpetright in Carlisle (BIG MISTAKE). With both the guy who measured up and the guy in store I discussed that I needed the door bars also. The salesman asked me how many doors there were and he stated I didn't need one for the living room as the flooring who run through to the hall but I would need for the others. Fitters came and guess what? no door bars. Called store who just kept blaming it not being on the plans and I would have to buy them. Customer service from store was TERRIBLE. Called customer services who were in fairness very good. They spoke to store and got me them at a discounted price. Overall I wouldn't advice anyone to spend their money in this store.”

Helpful Report

Posted 9 years ago

“My wife and I popped into our local Carpetright to look at the various carpet options. we wanted a very good quality carpet so one of their members of staff directed us to a section of carpet that was on a 50% sale price (approx £34 msq down to £17msq) Carpetright came to our property and measured the required areas. The total cost for the select carpet, underlay etc was approx £4,200.00 + £500.00 for the fitting (nearly £5k) The carpet was ordered and then about two/ three weeks later we was informed that the carpet had arrived at the branch I went to the branch to pick up a sample to then notice that the backing (hessian) was completely inferior to sales sample. I questioned this issue with one of the managers and asked for a response, something I did not get. I took the sample home and then attempted to clean the top of the carpet with a wet sponge to check the quality of the carpet. The carpet basically started falling apart with the hessian backing de - laminating from the pile section of the carpet. The top pile started to fluff up, something you expect with a new carpet but not to this extent. Basically the carpet started to fall apart! I then got in contact with the branch to then spend two weeks trying to get a resolution to the problem After sending a number of emails and making way too many phone calls Carpetright customer services, I could not get a acceptable conclusion to case. Yes they did put their hands up eventually and state that the carpet was inferior to sample and that they would manufacturer a replacement carpet. The problem was then the timescales, disruptions to my refurbishment program, lack of customer services to my issue and my total loss of confidence and trust with this company. This lead me to one conclusion, cancel the order To summaries, I personally feel very strongly about the following - 1. I believe that the sale price of 50% is there to mislead customers that the carpet is on sale as the offer came off and then back on during the month period that we were dealing with the order. 2. The carpet is made to be a £17.00 per msq sold carpet, hence the quality of the products manufacturing (quality of the hessian, wool topping etc) is inferior to the sample 3. Carpetright customer services team have no idea of how to deal with such a issues as my complaint with one member of staff supposedly having to pass on one of my calls onto a colleague without informing me and then leaving the building as she was "sick" so bizarre and unprofessional I now feel so stupid that I went to a company such as Carpetright. I have since gone to a reputable smaller carpet company who have sold and installed a much better quality, British made carpet that both my wife and I are very happy with Lesson learned!”

Helpful Report

Posted 9 years ago

“We purchased Laminate flooring from Carpetright West Thurrock branch and it cost well over £1,000 including fitting for our kitchen floor. Last week we noticed that our brand new kitchen fittings had been damaged by the fitters. Furthermore the flooring had snapped in one area. Two fitters turned up today and one was aggressive in his tone, standing over my wife, raising his voice and being extremely intimidating insinuating it was her fault. He left her in tears. I heard the latter part of the exchange as she was scared to the point where she left the mobile phone on with me listening in the background to raised voices. This all took place in front of my 6 month old son who was also distressed and extremely upset. I am appalled as a customer, and also as a man, that someone feels that its ok to behave that way in front of a woman and 6 month old baby. I will tonight be lodging a complaint to Thurrock police as no one should have their safety threatened in their own home and be concerned for their baby either. Carpetright are an absolute disgrace allowing this behavior and I warn all other custmers to exercise extreme caution should something go wrong with their order. Totally unacceptable.”

Helpful Report

Posted 10 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews