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

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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

“Stay away don't go. After giving the sales man the measurements for my room it was estimated that I needed 16m2 metres of carpet when I looked at the estimate later it was clear that where would be to much waste, in fact there would be £150.00 of though away carpet. I was soled £150.00 worth of carpet I did not need.”

Helpful Report

Posted 5 years ago

“I wouldn’t even give them any stars! Truly the worst company I have ever had to deal with. Disgusting service. Avoid at all costs.”

Helpful Report

Posted 5 years ago

“Would give this company no stars if possible. Cant go into full details of what went wrong over last 7 weeks as I'd be here all night but avoid if possible. Fitter didn't turn up 2 days running and shop said they couldn't contact them which left me standing in an empty house for 2 days so losing 2 days of packing up old house. Was told another fitter would do it on the morning we were moving but it was the original fitter who texted me with a time pretending to be a new fitter so i couldn't blame him for the 2 wasted days. We were moving furniture into the house as he was fitting the carpet so had to leave a lot of furniture downstairs and in garden till he was finished. Fit all over was bad but mostly on the stairs which I've finally got fixed after 7 weeks. The fitter tried to charge me double to take away rubbish and off cuts, when i told him that I wasn't told that by the shop he left the rubbish(not bagged up) sitting in my driveway. He also didn't put carpet into a cupboard in one of the bedrooms even though i reminded him before i left to go back to old house for 2nd stage of move. I was given wrong information in the shop regarding the finance I took out so leaving me with higher monthly payments that I budgeted for. For the next 6 weeks i had to ring the shop every couple of days to follow up with my complaints but they are very good at excuses and false promises. Blaming the fitter and the company that they worked for. I was told a new manager was taking over the shop and he would ring me the next week to sort things out, by the Friday i hadn't heard from them so rang and spoke to the new manager. he told me that he didn't know anything about the issues but fair play to him he came to the house the following day to look at the problems and had another fitter come fix everything 3 days later. I was given a £50 refund but this was offered to me after the first day of the fitter not turning up and really feel that 7 weeks of constantly trying to get them to do something along with all the stress and hassle I had on those couple of days surrounding the move (My husband has terminal cancer and couldn't help me with the move, he was getting very upset seeing me so stressed out and having to stay up through the night to pack up old house because i lost 2 days packing). I have read reviews of the problems people have had going through Carpetright Customer complaints department so am going to hand this over to professionals to deal with this on my behalf. I'm glad my carpet has now been fixed and really don't have the time or energy to fight this on my own right now but feel companies like this should not get away with this bad customer service.”

Helpful Report

Posted 5 years ago

“Terrible attitude when dealing with complaints, had 18 chips in brand new painted skirting board after carpet fitting. After sending photo's to the manager in weymouth he advised that the paint must have been still wet/soft and no compensation offered for re-painting! The painter had completed the painting 3 months prior to fitting!! steer clear. No obvious complaints procedure in place to satisfy customers after payment.”

Helpful Report

Posted 5 years ago

“All they care about is to you spend your well earned money with them. No customer services at all. I have (after trying to come to an agreement with the manager) mentioned that I would leave a review of the service and all he said was mmm ok and apologized, but then, what one does with an apology??”

Helpful Report

Posted 5 years ago

“Ordered Vinyl, poor customer service insomuch that after kitchen measured and paid for it heard nothing and when I rang up they said that the vinyl wasn’t in stock. If I hadn’t rung I would have been waiting months!!! They couldn’t be bothered but we got a refund and went to Tapi, perfect transaction!!!”

Helpful Report

Posted 5 years ago

“Please do not go to Carpetright they use self employed carpet fitters they choose and if they damage any of your property carpet right will not take any blame and there will be a very good chance this will not be rectified by them.”

Helpful Report

Posted 5 years ago

“Double the price of other suppliers and the other suppliers had better quality flooring. Also our grippers on the stairs carpet were coming through and sticking in our feet! Terrible,would never use them again.”

Helpful Report

Posted 5 years ago

“Absolutely disgusting customer service, I ordered my flooring online, was told 7/10 days for delivery, 3 weeks later I get told there is no stock? Now I’m forced to pay extra rent cause I do not have flooring for my new house, every day someone says to me they will call me back, they never do! After a week of calling and speaking to a different person each time that says the same thing.”

Helpful Report

Posted 5 years ago

“I paid Carpetright, Bolton, £1,200 on the 9th January 2019 and today 4th September, 2019, my hall is asphalt and has a hole which treads grit through my house. I am a widow and was bullied by Mohammed, (the manager) Shameem, Karen and two other male employees at Bolton Carpetright when I attempted to complain. I had decided to wait until after Christmas to have my hall and stairs decorated and new carpet on the stairs and landing with laminate in the hall. Firstly the carpet fitter came and I paid him another £120. The laminate fitter came two weeks later. He said as it was raining and he liked to cut the laminate outside, he was leaving. Another date a week later was made. He didn't come but phoned to cancel as he said the store didn't have the laminate the day previously and he wasn't prepared to go again on the he was to fitted it. Another date a week later was arranged. When he didn't arrive, I phoned to find out where he was, and he said he was in the middle of a very big job and wouldn't be coming. He said he, "might be able to fit me in the next week, but he'd have to let me know"!!! By this time, I realised these people were taking me for a complete fool and rang the shop. Mohammed said he couldn't speak to me as he was with a customer and put the phone down. When I phoned back, Mohammed said "Mike is the best laminate fitter" and "We have to fit in with him and make sure we don't upset him". Eventually I learned that Mike could indeed fit me in. It was now April. I was dying with influenza, but I wanted this to end. I opened the door in my dressing gown and asked Mike to get on with it and let me know when he'd finished. Some time later, he called up the stairs. He had removed the laminate I had in the hall and poked a huge hole in the asphalt. He told me he wanted another £400 to "screed". I didn't know what he meant. I was so ill, I said "then get on with it and finish". He told me he couldn't because, "the shops are shut on a Saturday". At that point when I was sick of being taken for a fool, I said don't B&Q sell screed? And he said he wouldn't be able to go and get it, and so would have to come back TWICE, once to bring screed for the hole, then a week later to fit the laminate I had paid for. I phoned the shop again and got nowhere. So I drove the 10 miles to the shop and had a shouting match with the five employees there, who merely said I had to wait in the queue if I wanted the work done. The waiting time was 3-4 weeks!!! I am still waiting. I fell down all the stairs on the too thick underlay they pressured me into buying and broke my wrist as I fell in the asphalt at the bottom four weeks ago in August - eight months after I paid them one thousand, two hundred pounds for the materials and "free fitting". They have nit bothered to contact me or give me any miney back. This whole thing has made me ill and my wrist is still in a splint from the hospital where x-rays proved it was a broken wrist. I feel afraid of them and I can't cope with the arguing. Carpetright are thugs, much worse than that, they pretend to be respectable, trustworthy big stores but instead, they are thieves, bullies and bombasts who are so used to it, upset customers mean nothing to them, they are water off a ducks back. Despicable liars who, once they've got your money, are just so nasty you are batted away. I think the only thing left to me now is to see a solicitor.”

Helpful Report

Posted 5 years ago

“Carpetright were supposed to fit a carpet on a Saturday which has been booked in for weeks. I called on Saturday morning to the store and they confirmed it should be fine but would call the carpet fitter to confirm and get back to me. All morning I was calling and by the afternoon I get an email saying no one was coming and the store person blamed a manager at another store. He also blamed Carpetright's computer system which he said was old and useless. Obviously I wasn't happy that no one came and no one bother to let me know until I chased so I emailed the customer service team to complain about the service I received. The only thing worse than the poor service I received was the awful response I received from customer service. They didn't acknowledge any of the points and simply brushed it off. I would have expected so much more from a big company but clearly they are only interested in the profits and not about their customers. I will use a local independent store for any future carpets I need in the future.”

Helpful Report

Posted 5 years ago

“Well ordered a lovely carpet for our stairs. Looking forward to day of fitting which arrived with the fitters carrying in the most horrendous carpet I have ever laid eyes on. A throw back to the 1970s. The lovely fitters thankfully took this horrid thing out of my home. The boys were lovely and laid a correctly ordered bedroom carpet but sadly could not lay new hall floor as the guy who came out the previous week to measure failed to say it was a hardwood floor coming up so no joiner was supplied. The service from the shop when I rang about these issues was awful, blaming warehouses or saying not my fault. We are 5 days on and no word about floor or carpet so I rang and am sat waiting on the promised call back 3 hours on! We paid in full but had I known the service would be so shocking I would have gone elsewhere. Only plus point the lovely carpet fitters”

Helpful Report

Posted 5 years ago

“very strange experience with CarpetRight. Bought and paid for my LVT floor for fitting by Pollokshaws store. asked if it was likely to be discontinued as on sale - advised this was very unlikely. when I called to book fitting, was told (Gary/Gareth/Gavin - sorry) would call me back in 10 minutes. waited a few hours then went into store to check they correct mobile no for me. was advised they were waiting for call back from fitter. promised call back by end of next day. 4 days later no contact so called the store again. advised them I'd try and get my own fitter but asked if they could please let me know why they weren't contacting me. got call back from Robert (described as store manager by another staff member) advising they had no record of my request. Really wary of using store fitter as fitter and/or store staff messing me about and not sure why. got my own fitter. went into store to book delivery, had to ask staff member to write it in the diary, got a nippy response to that but did see it written down and did get it delivered . my own fitter struggled getting it to adhere to kitchen floor despite 2 attempts and additional floor prep. discovered some faulty boards, some fitted in error. also discovered measure was short. called store, advised by Robert that product was discontinued but could be bought on sale from edinburgh store. drove to edinburgh and bought some. called store again to discuss faulty boards and poor adhesion. Tom (self-described as store-manager) came out and viewed. acknowledged faulty boards but described poor adhesion as fitting issue as floor had a slope. not previously advised that LVT cannot be fitted on sloping (as opposed to textured) floors. also discussed with customer services with request to replace floor. initially told by store that I never booked fitting so wasn't entitled to assistance with fitting. after discussion (Tom) agreed to request their (independent) fitter to contact me re rectifying the job at my expense. no contact by fitter. initially advised that fitter had been out of contact as in England working, then that he had called and left me two messages, then that he had been unwell, then that he had texted some junior staff but was not returning calls to store manager (?). never actually told why people wouldn't return my calls. told by Tom that Gary/Gavin had been unable to find LVT fitter despite calling 5 or 6 people. later told by Chloe in CS that I had been offered dates for fitting but had wanted my floor fitted on a specific date which the store couldn't offer. queried which dates, which fitter, then was told by Christine in CS that this had been an error. all in all have been given vague apology and no explanation plus one box of LVT to cover faulty boards and short measure. was at one point told the name of the fitter who wouldn't get back to me, was later told he couldn't be identified so won't mention here.”

Helpful Report

Posted 5 years ago

“Avoid at all costs, terrible customer service and returns policy for standard off the shelf goods, will 100% never use again”

Helpful Report

Posted 5 years ago

“Had date booked on day no one came spent 2 hours trying to find out what was going on...we had it fitted 3 days later than originally booked causing my partner to have to take more time off work...just over a yr later and the carpets are fraying and all loose round the doorbars. £1000 truely wasted. Ill never use them again”

Helpful Report

Posted 5 years ago

“Extremely terrible service from customer service! They sent us the wrong item and we had to return it back to store and when asked for a refund they said it would be 10 working days back to the card! Over 350 pounds and still waiting for the refund a month later! Been chasing it and all they say is sorry! Disgusting service!”

Helpful Report

Posted 5 years ago

“Wish I had read the reviews before purchasing! Perfectly excellent until they have your money! Rude staff, rude fitters and even worse customer service. Never would I recommend them to anyone! No wonder they were on BBC Watchdog! The way they are going I’m pretty sure they’ll be back on again!”

Helpful Report

Posted 5 years ago

“If I could give a minus 5 I would. Disgusted with Carpetright and the fitters they sent us. Wasted a day waiting in for them, didn’t turn up. Called store to complain, they couldn’t have cared less. Avoid at all costs. I have also read the article from the comment below. Shocking!!”

Helpful Report

Posted 5 years ago

“Absolutely shocking experience with Carpetright from the very start! Measurements, wrong! Estimates, wrong! Order, delayed! Fitting, awful! Lost many days of work because of this! Customer service, non existent! Lies from the store! I do not believe any of these 5* reviews! I’ve since checked out what others have been through and I wished I had done that before parting with my money! Just seen an article from the Telegraph (online) about another customers experience with Carpetright! I am now facing the same battle!”

Helpful Report

Posted 5 years ago

“Meena at the Aylesford store was very efficient and helpful no nonsense approach to helping the customer get exactly what they wanted thank you”

Helpful Report

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews