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

“Overall service more than unsatisfactory. Rude carpet fitters. Incorrect invoices. Missed appointments with no reasonable excuse. Failure to acknowledge or respond to emails of complaint sent to customer services (over 3 months ago) and my local branch. Still waiting for carpet fitters to return following a missed booked appointment. I would not recommend Carpetright at all. Due to my budget this was my only option unfortunately. Will never use Carperight again. Especially not East Grinstead branch.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for your feedback. I’m sorry to hear about your experience. Please can you email us your order details customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 3 years ago

“Very bad customer service after a purchase of a toxic product. We bought melody bed and geltex mattress with Fulham headboard from Silentnight via Carpetright with delivery in December 2020. Complained about the product as it releases smell that causes headaches and difficulty breathing. They keep saying they are reviewing it and no resolution in 2 months. Absolutely unhappy about the service and the product.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the bad service you have had. Please email the details and order number to customer.services@carpetright.co.uk Regards Dean

Posted 3 years ago

“After being loyal to Carpetright for many years for all our residential and commercial property needs I was very disappointed by their lack of interest when I brought to their attention an obvious fault with their Irish key pattern carpet I had fitted. The pile laying in opposite directions looks an absolute mess. After two years I have no alternative but to replace it. Both Carpetright and the manufacturer think this fault is acceptable to live with. The response has taken 5 months to receive after numerous follow ups. I now have to waste more time going through trading standards and Carpetright have lost a loyal customer.”

Helpful Report

Posted 3 years ago

Good morning Joanne Thank you for taking the time to leave your feedback. Please can you provide us your order details customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 3 years ago

“Well all I can say is carpetright lowestoft where are you. Booked appointment on net got confirmation of booking but no one came contacted then they said they nothing about it even though I had a ref number but I booked again with lady on the phone. Day came no one turned up again contacted them they said again didn't know about it. Don't think they know what they are doing but I wouldn't give them my money as they mite not know they have been paid now going somewhere else”

Helpful Report

Posted 3 years ago

Good morning Thank you for contacting us. I’m sorry to hear about your experience. Please can you email your details customer.services@carpetright.co.uk so we can look into this. Best regards Dilan

Posted 3 years ago

“Disgusting service, booked a telephone appointment on the 9th Feb 21 for 11.45am on 13th Feb 21. No call, no apology so I called the Thetford store at 3.30pm, they know nothing about my appointment, tried to apologise and then Martin the store Manager started the conversation off with "what can I do you for" really, so unprofessional and not a scooby do what the appointment was for as it clearly states in the booking process what I required i.e. at stairway and landing carpet plus I even stated the style and colour required. I might aswell having been calling for a washing machine as I always call a carpet shop for electrical products not...... I think some serious customer service training and management skills need to be implemented at the Thetford branch of Carpet right or maybe rename the Thetford branch, Carpet Wrong..”

Helpful Report

Posted 3 years ago

Hi Mr Prior Thanks for your feedback. I’m sorry to hear about your experience. We will share this with the management to improve our services. Kind regards Dilan

Posted 3 years ago

“I bought Sea Slate rigid tiles for my toilet, having seen from the manufacturers information that they are very easy to fit. I was fitting them in a toilet, which required cutting. I was extremely disappointed that there was no suggestion on line or in consultation with staff, that these tiles are in fact very difficult to fit if not in a clear square room , in fact not suitable for a small space such as a toilet. My complaint has been addressed however I would not wish anyone else to be under the mistaken impression that these tiles are easy to lay.”

Helpful Report

Posted 3 years ago

Good morning Thank you for taking the time to leave your feedback, it is important for us to improve our services. Kind regards Dilan

Posted 3 years ago

“Worst service I've ever experienced! Quick to take my £300 but can't deliver the goods. Ordered carpet on 4th January, was told 7 - 10 days to be delivered to store. Still nothing. Noone ever returns my calls or emails. Disgusting service and don't even blame Covid because there are many smaller businesses doing amazing things during these times unfortunately Carpetright is definitely not one of them. Dont bother responding Carpetright because you never follow up the many bad reviews you get either. AVOID at all costs!!!”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for your feedback. I’m sorry to hear that you haven’t been contacted in regards to your order. We will follow this up and make sure you get contacted at the earliest opportunity. Best regards Dilan

Posted 3 years ago

“Lucky to get 1 star! Simply the worst organisation I have ever dealt with. Suspect they rely on brand name and high street presence, but I will never use them again. My advice to anyone thinking of using them is to make sure you get everything in writing, do not rely on their spoken word!!”

Helpful Report

Posted 3 years ago

Good evening I’m sorry to hear about your experience. Please can you email your details over to customer.services@carpetrigut.co.uk so we can assist you further. Best regards Dilan

Posted 3 years ago

“Quite simply the worst service I have ever had from a major UK retailer. Will not be using again.”

Helpful Report

Posted 3 years ago

Good morning Thank you for reaching out to us. I’m sorry to hear about your experience. Please can you email customer.services@carpetright.co.uk with more details so we can help. Kind regards Dilan

Posted 3 years ago

“Really great experience.I rang to check they were open and it was explained that I could order samples or I could go to the shop and they would bring some out.I did that.Molly was very patient we looked at samples and came to a decision.She then arranged for someone to come and check the measurements and worked out a very good deal.She was so helpful.I would certainly recommend carpet right”

Helpful Report

Posted 3 years ago

Good Afternoon Debbie, Thank you for getting in touch and sharing such lovely feedback on Molly and the service she provided. Best Regards, Benji

Posted 3 years ago

“Fantastic service from start to finish carpet fitters were fantastic! Clean an tidy work bagged rubbish ! Manager has been fantastic too during covid restrictions!! All round great service would definitely recommend”

Helpful Report

Posted 3 years ago

Hi, Really pleased to hear about the fantastic service you have had all the way through the process. Thank you for your review and recommendation. Regards Dean

Posted 3 years ago

“No customer service and they fitters were a disgrace leaving a mess behind and helping themselves to my electric”

Helpful Report

Posted 3 years ago

Good evening I’m sorry to hear about your experience. Please can you email your order details customer.services@carpetright.do.uk so we can assist you further. Best regards Dilan

Posted 3 years ago

“Amazing customer service received at Carpetright Basildon. I was reviewing another company and wondered what Carpetright's reviews were like (as I purchased from them recently) and I was shocked when I saw the low score.... I've never had a bad experience at the store in Basildon even when things went astray the staff went above and beyond to help me get the situation resolved. My most recent experience I dealt with the store manager I cant remember her name and a lovely young chap named Paul both made the experience pleasant and so easy... 100% would recommend them to anyone”

Helpful Report

Posted 3 years ago

Good evening Thank you for your fantastic feedback. I’m so pleased to hear about your great experience. Kind regards Dilan

Posted 3 years ago

“I make a big mistake when order a mattress from this horrible company, i ordered on 12/12/2020 , first i didnt received any confirmation email about my order but they take the money from my card. The delivery time is 4-6 weeks. on 12th january and one of stupid agent said me my mattrass arriving on 25th january. today on 27th i called them and they said me that mattress not on stock and if again available they contact with me... what???? I request the refund, the agent said me he send an email to somebody and they will contact with me about the request of cancelation. i hope dont need to wait an other 6 weeks. not buy from this company, they wasting your time. the poorest customer service and company”

Helpful Report

Posted 3 years ago

Good Evening Tamas, thank you for getting in touch. We have responded to your review on our Trust Pilot and confirmed that we will look into having your refund issued as soon as possible. Best Wishes, Benji

Posted 3 years ago

“Carpetright Hastings East Sussex. A Big thank you to Max & Josh who fitted our carpets in our new thee bedroom home today. They were attentive and assisted us in every way possible. Very polite and did an excellent job. Well done Max & Josh highly recommended. A Very Satisfied Customer.XX”

Helpful Report

Posted 3 years ago

Good afternoon Mrs Rita Peters That's fantastic feedback! I am so pleased to hear about your experience. Kind regards Dilan

Posted 3 years ago

“One star is too many for these crooks! AVOID AT ALL COSTS! They offer a 25 year wear warranty but don't be fooled its a lie. Their CEO Wilf Walsh is well aware of it too and doesn't care. We had our laminated floors for the whole house done it lasted less than a year before it started to peel (yes you read that right). First they look at it saying it your fault somehow. Then if you continue to complain come the best joke they send a completely independent inspector who is nothing of the sort they are employed by carpertright will always side with them its just a lie. Who tells you its because the vacuum cleaner is at fault clearly a lie these companies spend millions developing vacuum specifically not to do that. Then the CEO Wilf tells you tells again its your fault and its just "wear". Well the warranty is specifically for wear Wilf stop making excuses and help your customers out instead of lying to them. If you choose them don't expect much of your floor it will last a year if your lucky then you'll need to replace it and if you choose to complain you are treated with contempt and lied too. You are even expected to pay for this honour "pay to complain" I am now with the ombudsman but this company are crooks.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for contacting us. Please can you email your details customer.services@carpetright.co.uk so we can assist you further. Best regards Dilan

Posted 3 years ago

“Tony was really helpful when choosing my new carpet out, he was patient very polite and professional. Made the whole process smooth for me. Explained everything I needed to know..5 star ⭐️ ( Romford ,Romvally shop )”

Helpful Report

Posted 3 years ago

Hi, Really pleased to hear how helpful and professional Tony was for you. Thank you for your review. Regards Dean

Posted 3 years ago

“A fantastic service every time I’ve been to the Frome store helpful staff from Johnny etc . Rich has always fitted all of the carpets to a high standard and I will be using them in the future”

Helpful Report

Posted 3 years ago

Good evening Mark Thank you for taking the time to leave your feedback. We look forward to seeing you again soon. Kind regards Dilan

Posted 3 years ago

“Won’t use again. Staff are surly, that’s probably the politest way I can put it. Took our money, didn’t send an invoice, didn’t ring for weeks with any update. Don’t return calls very often. Didn’t send an invoice on second request. Spent almost two grand and still don’t have an invoice. Oh the first fitter pointed out to us that we were getting ripped off by carpetrite estimator too. They put us down for a screed, which was not needed. Meant we had to move our room around and sit around in an empty room one day earlier than we needed to. Thanks for that. Took day off work and cleared out whole area as requested which took me the whole weekend. Then on morning of supposed fitting cancelled. Fitter had covid test apparently. Now, if true that can’t be helped but it was the cherry on the top of an underwhelming customer service experience. Surly customer service guy I’ve been dealing with whole time only took pity on me when I started crying. Pathetic I know but that’s been my experience with this shower. Four months after ordering we still have no carpet and a house that’s like something off hoarders and tomorrow will have to try and work whilst the fitters were in. Thanks for nothing Carpetrite. That’s if your alternative fitter turns up this time.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the experience you have had with us. Please email the review and order number so we can help. Regards Dean

Posted 3 years ago

“Awful customer service. Was due to fully carpet a 4 bed house and booked a phone appointment. Being a new mother I made sure baby was down which is hard to do with a newborn and never got a call! So Inconvenient. 25 hrs later I got a call ONLY because I put in a complaint. The store then called and said he was the only one working. I appreciate the current circumstances but they shouldn't have available times if they can't make them. Customer services complaint form asks for desired outcome I mentioned I think a gesture of goodwill would go a long way as to not lose me to a competitor and they came back saying we don't do a gesture of goodwill. Really bad service they have so many offers on and couldnt even offer say a £20 credit note. Not about the money but their customer service at head office and store is woeful. Glad I didn't go with them seeing as they can't get it right to begin with”

Helpful Report

Posted 3 years ago

Good Morning, Thank you for sharing this with us. We are really sorry to hear of your experience and will discuss your feedback with the wider management. As such we will take onboard all that you have explained so that we can better our service. Best Wishes, Benji

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews