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

“Bought laminate flooring un June 2018 and wish I had never bothered. Flooring began to lift in the kitchen and am still waiting for it to be rectified. Customer service is poor and if I could give it a minus on the ratings I would. Avoid at all costs!!!!!!”

Helpful Report

Posted 5 years ago

“Awful company, left house in a mess and even poorer after sales service, will never use again and would not recommend to family and friends”

Helpful Report

Posted 5 years ago

“Really awful service be warned about this company fittets have to pay to work there and you get what you pay for they will lie to you to get the order and wont turn up on the day of your fitting use tapis do not hand your money over there also in trouble financially you will lose your money take heed ex employer”

Helpful Report

Posted 5 years ago

“Rubbish customer service, Rubbish after sales service, Rubbish products, every thing about carpet right is rubbish especially the north Seaton Ashington store!!!!!”

Helpful Report

Posted 5 years ago

“All good reviews here are from people who reviewing buying process NOT actual reviews of the products offered by carpetright. I have purchased expensive carpet RRP £96? which was in sale offer 50% off. I can tell you one thing - if I could take a time back I wo7ldnt buy it even in 90% off sale! Below is why? I have also purchased premium underlay £11psm and I had it all fitted by carpet right. Ordering fitting and cleaning afterwards went smooth. My wife and I decided that we will only fit it upstairs and on the staircase. We have 2 small daughters (one and two years old) Problem started when after 6 months of light use. I say light use because in the house lives only my wife and I with 2 small kids (one and two year old) . As you can imagine having kids means cleaning regularly and not walking with shoes on! On top of that kids only learned to walk recently! Carpet went flat after 6 months, so I decided to open the claim. I have emailed back and forth with carpetright store staff in Milton Keynes. Eventually after months of back and forth emailing I had one person in the house who admitted that carpet didn't perform as expected. Technician took the pictures and advised that he will contact manufacturer. Again months later after I've chased him he came back saying that it's normal for carpet to go flat and my claim won't be processed any further. I have complained and again none replied to my 3 emails until I threatened with legal action. Eventually I had reply f3om new store manager who explained himself blaming no replies on short staff and store being flooded. Himself and another technician inspected carpet and took photos (again) and informed me that they will pass it to the manufacturer. Unfortunately, outcome was the same! They have told me that nothing can be done and if I want I can arrange independent inspection and contact manufacturer individually. Summary : if you have any problems with carpet fitted and supplied by carpetright you are left alone! I didn't take into consideration LOT cheaper local supplier who was much more friendly than staff at carpetright and now I am regretting as those BIC COMPANIES DONT CARE. They think they are untouchable and do not care about after sale customer service. ADVICE: DONT WASTE YOUR MONEY WITH CARPETRIGHT just go to your local supplier (just check reviews before choosing one)”

Helpful Report

Posted 5 years ago

“Please do not use Carpet right!!!!!!!!!!!!!!! In shop cannot fault but fitter a cowboy and bodged my job, firstly wrong vinyl sent then door stop by fitter bodged, then vinyl cut short and board & bumps near to tiles wall in bathroom, no after service care and trying to blame someone else for the faults. sooooo disappointing.”

Helpful Report

Posted 5 years ago

“I spent close to £2000 to have vinyl flooring fitted. But very soon, there were lots of indentation, they sold us faulty product! Called the office many times, they promised to send someone over for inspection but that never happened. Please stay away from Carpetright.”

Helpful Report

Posted 5 years ago

“Good value for money. Nice products. Customer care was honest, excellent and friendly. Very reasonable costs for recommended fitters, will use again - It's important to me to invest locally and, they're worth a look.”

Helpful Report

Posted 5 years ago

“Appalling fitting by rude fitters who took away huge wastage without asking and left me with shoddy fitting of creased damaged carpets. Very difficult to get put right due to poor customer service and client care. Impossible to get hold of. It’s been 3 weeks and I m no closer to resolution”

Helpful Report

Posted 5 years ago

“Avoid this company. I have just had stair/landing carpet fitted and vinyl for the bathroom. Carpet on the stairs not actually fitted to the stairs properly so dangerous as far as I’m concerned. Bathroom has a split and not fitted properly. Went into store had to wait 4 days for manager to come back. Spoke to him today oh my rude and arrogant man, basically told me that’s tuff. And after reading other similar reviews am now feeling kind of sick I spent my money with this company. Do yourself a favour DO NOT SPEND YOUR MONEY HERE.”

Helpful Report

Posted 5 years ago

“Ordered laminate which was installed in my lounge. Beading around the fireplace is not straight. Huge holes round the radiator pipes and told I needed to go and buy covers myself. Can’t get a colour match. Went into store to complain and original fitter turned up and agreed fire place surround but straight. Told us he would order new beading but haven’t seen or heard anything since. Complained to customer services two weeks ago. Other than acknowledgement, no update. Poor. Shoddy. Substandard service and aftercare. So disappointed. Would not recommend.”

Helpful Report

Posted 5 years ago

“Booked the Charlton branch to fit laminate wood flooring. Despite booking three weeks in advance plus two confirmatory phone calls, these people still didn't turn up with the beading and the threshold fittings. They also did all the cutting indoors, coating the entire floor with dust. They did not clean up, they left the mess for us. We were also assured the beading and thresholds would be fitted as soon as possible. Six weeks later, four chasing calls and five emails later, we still wait. First excuse was "ordered the wrong colour beading". That was four weeks ago. UPDATE (Week Five): Fitter was meant to come round today to finally finish the work. We again moved all the furniture as requested. He just cancelled. Will now book our own carpenter and send invoice to Carpetright. Never again.”

Helpful Report

Posted 5 years ago

“I am so angry! I won't bore you with the nature of my complaint, but they charged me for a service i didnt need and bullied me into paying for it. Once i could evidence that this was the case, no apology, no acknowledgement, just a very strongly worded email from their customer services team stating 'we would not be refunding back your delivery money. Also with regards to your request for compensation Carpetright would not be able to offer any compensation in this matter. This would be our full and final consideration in this matter, and can confirm this is now closed at Customer Service.' Do not buy from this company!! There are so many little companies going out of business needlessly - Carpetright doesnt deserve to make a profit!”

Helpful Report

Posted 5 years ago

“Yesterday we got out carpet fitted! Over a year ago we had one of your highly trained professionals come round to measure our house. We got a quote from your store, all good so far! We subsequently decorated our house that took longer than expected. When completed, I came back to your store and asked for a new quote. I was advised no remeasurement was required. You can imagine my dismay and distress when your fitters ( really helpful lovely guys) installed my bed room carpet and it was 80 cms short. Not ideal but they suggested a join, which we agreed to given that the join would be mainly under the wardrobes. Then the same happened in the front room which was 1 metre short! Different in this room as we don’t have furniture to cover the join. Your team called the store to say they could not put a join in as it was not possible with the carpet they had and it would not look correct. The store manager told them to ‘do something with it’. I had been calling your store since 9.30 am (the opening time published on the website) to confirm the fitters were coming. Only once of the seven times I called was the phone answered. John answered the phone and he confirmed the carpet was being fitted that day and they would be there by 10.30 am. So when I tried to call to ask what was happening when I was standing on my front room with an incorrectly sized piece of carpet , there was no answer. I therefore drove to the store to try to resolve this issue. You have now arranged for the carpet to be ordered and fitted next Friday. Your store manger said that he told the fitters not to do a join, which is a lie as we heard him tell them to do this. His excuse for the mismeasurement by your team was ’human error’. Everyone makes mistakes, I know that. 4 rooms 2 incorrectly measures that 50% of mistakes ! that’s a high rate of mistakes !! He assured me that he would sit down with the employee and address this. Well that would be difficult as we have been made aware he was no longer with the business due to being fired for his many mistakes? So why say this? How does this help me get my carpet fitted? Your store manager said I should have had the house remeasured. This suggestion was never made before! As I highlighted to your store manager my house hasn’t grown in the last year !! I asked for the detail of head office to which I was told there is no point as you will refer the complaint back to the store, (him) to which he has the decision to give me a 75 GBP refund. His decision is final. I accept human errors happen. If you have sent someone to my house to measure over a year ago and they subsequently have been fired for incompetence then surely you send someone around to remeasure ? Would that not be good practise? Would it not be good customer service to answer the phones? Would it be good customer service that when your fitters call you to say there is an issue, then call the customer to resolve? Not just tell them to do something with it? Finally the concern for my customer experience is non-existence to, say there is no point complaining to head office as he makes the final decision. If you do refer this back to the store I will be very disappointed. I look forward to hearing from you with a better response than it’s a human error and we might give you 75.00GBP. I have my front room with no carpet in. We have to take time off work now to be here for this. We asked for Good Friday because we had the time to do this task then. This is disruptive to our time. Your store manager was inconsiderate to the fact we cant just be here at 10am on Friday to take the carpet then. I am dismayed with the lack of service and will be sharing this experience with my friends. This is the letter I wrote and my reply was call the store... amazing!!!”

Helpful Report

Posted 5 years ago

“Wish I had read these review before we made an order with Carpetright. How true they all are! We were told our carpet would be fitted in a week. After 11 days of having our money and my chasing them up (not them having the courtesy to let me know) we are now told that our carpet is not in stock and we can choose an alternative. I don't want an alternative, I want a refund. I have no faith in this company and their customer service is appalling! If I could give minus stars I would. :(”

Helpful Report

Posted 5 years ago

“I made a purchase on the 11th of April and was told the order was likely to take 4 or 5 days but maximum ten to be delivered to the warehouse. I had to chase my order up, it was only for £45 worth of vinyl so perhaps not worth much effort in their eyes. I was phoned on Wednesday the 24th of April to say it had been delivered to the warehouse. I asked to arrange for the vinyl to be sent to the Inverness branch for me to collect. Seemingly no one remembered talking to me and no record was made to my request. Gordon said no one remembered speaking to me and that he had asked all his staff so he could do nothing but apologise and my order will only be ready by Tuesday the 30th of May. He said they have a disclaimer to say any problem can arise on their end and that delivery can be delayed so essentially it was suggested I had no cause for complaint because I had agreed to the terms and conditions just by purchasing something from them. I will never use the company again.”

Helpful Report

Posted 5 years ago

“So disappointing. I've used Carpetright for years and while the products are still good the customer service is appalling. I ordered vinyl samples which took a week to arrive and then were wrong. I then ordered vinyl and tape for £250 and was charged a hefty £30 delivery. After 2 weeks I heard nothing so emailed. I got a call from a very frosty lady who wanted me to wait another week for delivery. After a long discussion she grudgingly agreed to bring it forward but made me feel like I was being completely unreasonable. 3 weeks is incredibly slow these days, particularly after charging £30. Most companies offer free delivery over £50. When the order arrived the tape was missing. I emailed again and was told someone would be in touch. I simply wanted a refund for the missing item, which I still haven't received 2 months later. On a positive note the delivery men were very pleasant.”

Helpful Report

Posted 5 years ago

“Looking at their reviews - it’s seems I’m not the only one! I have been an ongoing customer of carpetright so am very disappointed to be having to write this as I’m absolutely livid with their customer services over the past 2 weeks. I live in a listed property & I ordered a carpet for a room that had not previously had carpet. I thought it was a good idea at the time (as I really don’t like the flooring) and assumed when asked questions about how they would glue the carpet grips I could come back to them with approval from the council. Realising it wasn’t going to work, I tried to call them with 24hrs to cancel the order but phoning non stop, the phone doesn’t get answered so I eventually left a message. I waited 48hrs to receive a return call & no one bothered so I sent an email to ensure that the order was cancelled. After back & forth in email &about the fact that I was travelling in the US & couldn’t accept calls but to ensure the carpet doesn’t get delivered & I would deal with the refund on my return ..... a week later I’m told the carpet arrives in store & I would be charged a cutting fee because it wasn’t cancelled in time!! Grrr After explaining the situation on email about all the calls I had made & subsequent email all within a very tight window ... I can’t believe they didn’t do anything... I’m then told I have to take full delivery & installation within3 months. This is a disgusting way to handle a loyal customer. Maybe it’s just the Reading store (the service in the store was also terrible) but it doesn’t matter - I hold the company accountable for this behaviour. Read their fine print & do not think that a 24hr cooling off period is reasonable as they don’t care!!! I will never go back.”

Helpful Report

Posted 5 years ago

“Dreadful fitting and poor quality - service provided falls well short of what I would expect from a national company. Many hundreds of dissatisfied customers across social media”

Helpful Report

Posted 5 years ago

“Well what went right shall we say,nothing,had to go down small claims court to get my money back from these cowboys. I've dealt with some incompetent companies but carpet right have to be the worst company ever.probally go bust soon.”

Helpful Report

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews