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

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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

“Very good service from Christopher at the Trafford Park Manchester shop. Good advise buying a bed. Happy so far, not received the bed yet.”

Helpful Report

Posted 11 months ago

“Worst experience ever, it all starts off really nice, you have a lovely team in the shop which sell you your dream floor and even make you feel like you’re getting a good deal. You think wow such a big name you can trust and you’ve found a floor you like, you then have an operative come round review you current floor and advise a few bits, you buy the extras like the latex because who doesn’t want a flawless finish on their brand new floor in their newly acquired home, then carpetright book in your floor to be fitted with their trusted fitters and rest easy waiting for the day to come. Obviously as all your floor is being latexed we stayed with family for the 2 days, the first evening we were asked to pay the fitters upfront for all the latex work, the second day we were pressured too pay all of the money immediately but when the floor was handed the colour we chose looked lovely and it made a huge difference to our house. However the quality of the flooring and the finish were disturbing, so I complained. I complained about the latex that was up our skirting boards, the door bars that were supposed to match but didn’t, the unfinished edges around the house and the lumps and bumps around the floor. This was my mistake as there was so many problems, complaining about them all meant the important ones were brushed under the carpet. As I withheld payment, they came back the next day and scraped the latex off the skirting, the main fitter went round the floor with me and I was saying about all the places I felt lumps and he reassured me that it’s not an issue enough so I would pay for the fitting, and that any more issues I should contact carpetright. They really needed the payment and I felt bad so I paid the fitters. Well here’s where the nightmare begins… I raised my issue with the lumpy floor to the Croydon hub who sent the floor layer back to look at it. The floor layer told me it is not going to pop the joint of our LVT so it doesn’t need replacing and obviously this is irrelevant it shouldn’t be lumpy. When I chased carpetright a few days later about what they are going to do, the said the the floor layer told carpetright they came and neither I nor them could find an issue and told me I was lying. I then escalated the matter to the shop we bought from who also was brushing us off. Many months, emails and arguing later. They resent the fitter with the sales lady. At this point I’m so defeated that I’d reduced my complaint to 2 really awful areas. As soon as the sales lady came she agreed with me that the flooring was bad and the floor fitter then desired to recognise the issue too as if he hadn’t made false statements saying I was lying, also as some of the floor had split at this point that’s warrant for them to replace it. So over a year after my floor was installed, being gaslit and told I was a liar making things up. The fitters came back in to do the hallway, and while the floor was up, I got photos of the quality that was underneath, the quality of floor that runs through my whole house… So now as when I first had the floor fitted, the whole thing needs redoing except the hallway now. But I have not and will not bother contacting carpetright further about it as they make it a painful stressful experience at a stage when customers have so much going on in their lives. Moral of the story, don’t go to carpetright if your thinking that a big outfit will know what they’re doing. And if you do go to them, do not use their recommended fitters, find your own through friends and family recommendations Awful experience that has caused me many nights laying in bed thinking about it. I even have nightmares about my floor over 18 months later…”

Helpful Report

Posted 1 year ago

“Where does customer service go once you have paid for the items??? We paid in full at time of purchase and was told a delivery date The day before I called carpet right guildford to ask when the fitters would arrive - I would have been happy with an AM or PM estimate, on the car pet right website this is what I was advised to do. The lady what answered the phone told me she didn’t know and that the fitter would call me on the morning and said she could give me his number to call him - I said that on the website it says that the store would call the fitter and get a time. So I took the number and called the fitter he said I shouldn’t have been given his number and that even he didn’t know when he would be with me - that’s not what we were told in store and it would be nice to be told an AM or PM slot so you can arrange your day - not impressed with the service so far - watch this space and let’s see how the fitting goes”

Helpful Report

Posted 1 year ago

“Trusted Carpetright to supply and install on 30th October, they never turned up. They then came the next day and cut the carpet the wrong size for the room and stuck 2 bits together, they also couldn’t fit around a door, lay grippers straight and supplied random damaged off cuts of underlay stapled together. They also caused a lot of damage to our house. When I questioned it, they shouted at me and my pregnant wife. Another fitting team was sent, but they just came took 2 photos and left. The manager came to visit, after 20 phone calls and emails, speaking with the head and deputy head of customer service. He said it wasn’t acceptable and he’ll resolve it. Another fitting team came, they couldn’t cut around a door either. They also cut a carpet too small for a room. The carpet that needed replacing was out of stock for another 3 weeks so was told to reselect or wait. The fitter also told me it cannot be fitted in a straight line. After reselecting, they came to fit again and laid down 90% of the carpet well. Though can’t fit stairs, and can’t fit landings. Though they caused thousands of pounds worth of damage to cast iron radiators, TRV valves, wall hangings, aluminium window, front door, light fixtures and destroyed my newly painted walls and shirting boards. They also removed all the fire doors (breaching Carpetright T&Cs) and left. They wouldn’t come back for a week to rehang the fire doors and to put them back on wanted me to sign a waiver that if they got damaged their not liable. Upon paying someone else to rehang them, we found the doors were already damaged. It’s been over a month to fit 5 bedrooms and 2 sets of stairs. We still don’t have all our carpet, yet I’ve had to pay in full, and pay the fitters in full. It’s resulted in 6 fitting appointments (all taken off unpaid), thousands of pounds of damage to our property, Carpetright are not accepting any responsibility and say I have to take it up with their fitter’s insurance companies (but won’t provide their details). I’ve informed them sections of carpet are badly fitted and now they’re just ignoring me. I’ve spoken with everyone at the store Wesley, Ayman, Ismael, Rebecca (Head of CS), Christine (Deputy Head), Charlene and Beverley from complaints team, and load more from customer services. They’ve forced a 9 year old, me and my pregnant wife to sleep on a mattress on the floor on the floorboards for weeks. No one actually cares, it’s all lip service. You might have a good experience here like I did 2 years ago, or it could financially ruin your life for the next 6 months and cause a crippling amount of anxiety and stress for you to sort out”

Helpful Report

Posted 1 year ago

“Excellent service from Alex at Carpetright in Cramlington. He was really helpful, great advice and lovely with my little girl. We went in earlier in the week and all staff were really friendly, professional and helpful. Would definitely recommend to anyone. Thank you!”

Helpful Report

Posted 1 year ago

“Michael from the Tunbridge wells branch is very friendly, helpful and knowledgeable. Helping me make the right choices for my budget. Great service.”

Helpful Report

Posted 1 year ago

“Ordered a carpet from the Chichester branch in April 2023. Fitted in May with a pull in the carpet and it had been over stretched. After a lot of chasing from us to the store we had an insurance guy come and inspect from the manufacturers who agreed it was badly fitted and needed to be changed. New carpet arranged to be fitted on 31st Aug! fitters came out and explained the carpet we were about to have fitted was not fit for purpose and shouldn't be fitted on stairs or landing as it was coming away in his hands. Took up carpet on the landing and rolled up underlay and left it in doorway of daughter's bedroom. Left gripper rods down and all staples in the floor. Took sample back to store and fitters called store and explained and they agreed we could choose something different. Chose new, fitting arranged for 4th Oct. 4th Oct came and we had a call from fitters at 12:30 to say it was damaged and wouldn't be fitted. This is now 4 days loss of work for my self employed husband. went back and forth to store, store manager Alison told us to cancel our direct debit with finance company, finance company said she didn't have the right to tell us to do this. we were met with rudeness, arrogance and hostility from Alison when trying to come to a solution. I told her to come and collect it all and I wanted a full refund. Was told that they would collect and we would get a refund for the carpet but not the underlay etc as there was nothing wrong with it but she would collect it anyway! After more back and forth we complained to head office, we had an email in meantime from store telling us they had agreed to let us keep the underlay but wanted the remaining carpet left and they would cancel down the finance. Now head office have finally got back to us and store have told them they want us to return everything. We have sent about 7 emails asking what they want to collect as we have different emails from different departments but had no response. We waited 19 days to get a response from head office after they said we would hear back in 5 days. We had to call them. We were told we would get our fitters fee back as we have paid for something to be fitted but have only half fitted. They have said they would return the fee to the finance company. Not sure why when we paid this by cash to the fitters, not the finance company. We are now further along time wise but worse off. The finance company are still taking payments, we have started a claim with them also so they are looking into it. I emailed the CEO of carpet right only to be sent back to head office, they emailed me yesterday and I replied yet still no response today. This company is fine until something goes wrong, they have no complaints procedure or real department able to deal with problems. All my friends and family have been warned not to use them. I suggest if you have a problem let the CEO know, hopefully he will start to realise what a scam of a company he is running. Taking peoples money but not actually able to fulfil the contract in which they have agreed with. We have dealt with numerous people and had some friendly some not so much yet still no response. My advice, find an independent company or better yet, go to Tapi!!”

Helpful Report

Posted 1 year ago

“Ordered product from Christchurch branch £400 had phone call to say it had arrived at the Southampton branch and they would have it sent over, five days later still no product ( saying we do not have anyone to pick up 24 miles away really!!! The company is a total mess wish I had never entered the store! Avoid Avoid Avoid they take your money and do not produce the good’s.”

Helpful Report

Posted 1 year ago

“We received excellent advice on which floor covering was the most suitable for our kitchen and hall way. Our job presented some difficulties as it included two steps and a hatch so an experienced estimator was sent out followed by the actual fitter to assess whether the luxury vinyl could be used. The work went ahead and although the fitting took longer than originally estimated we were delighted with the luxury finish which made the kitchen so much brighter and cleaner. We have returned to order further of the same product to flow into the dining room. We received excellent customer service throughout the process by Braintree's manager Jennifer.”

Helpful Report

Posted 1 year ago

“I purchased 2 mattresses from carpet right for which I paid over £1,000. I went to the store and explained to the store manager I am looking for something comfortable and good quality, i then looked at the comfort guarantee and informed the store manager I will buy the mattresses as they have 60 night comfort guarantee. The manager was more than happy to quickly process my order for 2 Bella mattresses, take the payment and give me the receipt. She did not give me any information about the comfort guarantee, even though she knew I was buying those mattresses based on that. After the mattresses arrived, I slept on them for 2 weeks and they were extremely uncomfortable. I then rang store manager and she told me the comfort guarantee doesn’t apply to me because I didn’t purchase the mattress protector from them. I was not told even once that the comfort guarantee is invalid if I don’t get the mattress protector from carpet right. The manager was only interested in doing a quick sale and taking my money and was very sneaky to take my £1200 but not tell me I need to purchase mattress protector because that would close of any routes for me to bring the mattress back for exchange. Absolutely appalling customer service when I tried to complain and my complaint has still not dealt with properly as I am being fobbed of every time I call customer service and I am being told I am not allowed to speak to complaint team. The store manager also told me several times, I ll get a call back. But i have received no calls. Please save your money and go elsewhere”

Helpful Report

Posted 1 year ago

“We ordered a carpet on the 6th August from our Christchurch branch and was told it would take 2wks roughly to come in. On the 1st September I went into the branch and was told it would be in the head office warehouse on the 11th September . On the 11th September I went in to find out a delivery date and was told none in stock and didn’t have any idea of when it would be in!! The gentleman took my phone number and said he would call me today or tomorrow and find out what’s going on. He apparently couldn’t phone is head office and only email them 🤷‍♂️ The next day arrives and surprise, surprise no phone call. Eventually I got a call 2mths from when I placed the order to say it was ready for collection and my carpet fitter put it down for me on the 11th October. I still can’t understand why it took so long and would avoid Carpetright unless your in no hurry and want Zero customer service .”

Helpful Report

Posted 1 year ago

“I recently had a highly frustrating experience with the New Malden branch of this company when I ordered a bed. The entire ordeal has left me extremely dissatisfied, and I feel compelled to share my experience. On the day of the scheduled delivery, I received a text message informing me that only the divan base was available, and the mattress was nowhere to be found. Understandably, this was incredibly frustrating as we had placed and purchased the order as a complete set. I immediately contacted the New Malden branch, and that's when I had the displeasure of dealing with their salesclerk, Georgie. Georgie informed me that he had only just received an email informing him of the situation. Frankly, I found this excuse to be diabolical. He further explained that the manufacturer had experienced delays in producing mattresses, which only added to my frustration. I requested that Georgie keep me informed via email about a new delivery date, and I was assured that he would do so. However, this assurance turned out to be empty, as we never received any updates from him. After two weeks of waiting and no communication from the store, I decided to follow up. Initially, I was promised a call back, but it never materialised. I then asked to speak to the store manager, but instead, I was put through to the deputy manager, Osman. My conversation with Osman was nothing short of a nightmare. He spoke rapidly and dismissively, making it difficult to communicate effectively. When I politely requested that he slow down, he became arrogant and obnoxious. He appeared disinterested in hearing our concerns about the delay and kept insisting that Georgie would call us back. Despite my repeated attempts to explain that we were no longer willing to deal with Georgie due to his lack of communication, Osman failed to grasp the situation. My husband eventually took over the call, asking Osman to send an email by the end of the day with an update on the bed's delivery status. Unfortunately, this request also fell on deaf ears. Frustrated and fed up with the New Malden branch's unprofessionalism, I contacted customer services to lodge a formal complaint. In hindsight, I would strongly advise others to steer clear of this branch, as both the salesclerk and deputy manager demonstrated a complete disregard for their responsibilities and failed to communicate respectfully or effectively. This entire experience has left me deeply disappointed and dissatisfied with this company.”

Helpful Report

Posted 1 year ago

“Robert at the St Neots store offered appalling service and is a confirmed liar. I had three aborted visits where fitters turned up with the wrong carpet or didn't show up at all. He blamed the people who cut the carpet and then the fitters themselves, was impossible to get hold of on the phone and never answered emails, I had to drive to the store several times to try to resolve this. Like others I was offered a discount to calm me down (a small amount that didn't even cover my fuel and phone calls), however he then stopped answering my calls. I went to the store in person however he suddenly disappeared from the shop floor and some guy called Stefan claimed Robert didn't work there anymore and offered to 'take a message' (a message for who, you said he doesn't work there and that there were no notes on the system about any of this). He was obviously covering up for him and similarly showed no interest in the problem and avoided eye contact and kept walking away. The store closed anyway so I've got no chance of getting my discount now. It took months for a basic carpet fitting. I tried customer services but they're similarly evasive and a waste of time. Worst form of company, the store fronts, workshop and fitters are all completely separate entities so you can never get an issue resolved. AVOID!”

Helpful Report

Posted 1 year ago

“I feel I was ripped off was only shown 2 underlays both were the most expensive. Our Carpet fitted who used to work for them supplied the underlay cheaper but they would take the underlay back even though it was unwrapped. The women was very obnoxious and said no company policy. She said sell it on eBay”

Helpful Report

Posted 1 year ago

“All very helpful when buying products, but once you’ve parted with your money, there’s terrible after sales service. We were waiting months for the laminate to be fitted. The fitter did a good job, but used aluminium fittings when we’d paid for brass, so the strips stand out against the brown background. I rang the Bury St Edmunds store, to see if I could get the brass strips that were detailed on our quote, or be refunded for the cost of them, but got no answer. I emailed them twice and got no reply. So I phoned the main (National) customer services who said they’d get Bury St Edmunds branch to contact me. But they haven’t. Waiting over a month for a response now.”

Helpful Report

Posted 1 year ago

“Placed an order for fitted laminate on their website in early July, told 2-3 weeks for the flooring to arrive and then we would arrange fitting. Rang their call centre to chase end of August to be told the order had 'gone nowhere' and that they would 'push it through'. Chased again end of September, told the order had still not been processed. Was transferred to my local store who said that orders on the website never worked, never got sent through to the local store and that it was a known problem they were 'working on'. Rang the call centre again to request a full refund. They said this would have to come from the local store (the same local store that had never received my order....) and that the local store would contact me. There was no apology at all and the operative sounded completely unsurprised by my experience. It's now the next day and I am still waiting for a call. I will go into the store this weekend if needs be. I will never do business with Carpetright again whatever they promise!”

Helpful Report

Posted 1 year ago

“I had a terrible experience with carpetright, cancelled our fitting date with 12 hours notice 2nd time they have done this. I tried to complain and It took two complaint forms 3 emails and a 40 minute phone call in which apparently I was first in the queue (I gave up and put the phone down) finally got a reply via email saying that dates given were provisional even though I have an email confirming delivery date and the manager in the Wolverhampton shop told me she would let me know if the fitting date changes for any reason (she didnt). I have had my whole house, over the years, carpeted by Carpetright and because of the terrible service from the shop and the diabolical service from their so called customer service I will never shop there again and encourage my friends and family to do the same. To say I'm annoyed with them is an understatement. Sort yourselves out Carpetright😠had to give 1 star if I had my I would have given zero stars.”

Helpful Report

Posted 1 year ago

“Fitters Hamid and his team did a brilliant on my dining and passageway area..hard working..job done...Happy”

Helpful Report

Posted 1 year ago

“I was to have my carpet fitted on the 14:08:2023 there phone me on the Thursday to tell me there give my carport to someone else and I am still waiting it’s now the 8 of September and still no word from the company will never shop with them again”

Helpful Report

Posted 1 year ago

“Awful after sales service. Purchased a bed that arrived with parts missing. After numerous phone calls and in person visits to Carpetright they did nothing to resolve the situation. After 6 weeks of getting nowhere with them we called Sleepeezee ourselves and explained the situation. The missing parts arrived 2 days later. The next day Carpetright called us trying to pretend they had sorted the issue themselves. In future I will take my custom to a small independent trader who will appreciate my business.”

Helpful Report

Posted 1 year ago

Carpetright UK is rated 1.6 based on 1,137 reviews