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

“Really disappointed- started an order in November and was told guaranteed fitting before Christmas. 3 week turnaround apparently - order completed on 24th Nov and now I'm told January at earliest. Feel like I've been lied to to be honest in order to secure order!”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the delay with the fitting. Please email us the details and order number to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“I ordered a bed I was told it would take three weeks to deliver ,I have now waited seven weeks and still no bed .I have complained at shop but they could not give me a straight answer as to when I would get it complained to customer service waste of time wish I gone some where else would not order from them again Wallsend shop give it a miss”

Helpful Report

Posted 4 years ago

Good Morning, thank you for getting in touch. We're really sorry to hear this. Please do email us via customer.services@carpetright.co.uk so we can follow this up for you. Best Regards

Posted 4 years ago

“Ordered a single bed seven weeks ago ,I was told when I ordered it would take three weeks, went to shop to complain and he could not tell me when I would get it he hopeless did not have a clue ,will give it another week and then if it has come by then I will ask for my money back Would not order from them again”

Helpful Report

Posted 4 years ago

Good Morning, we're really sorry to hear this. Please do email us via customer.services@carpetright.co.uk so we can follow this up for you. Best Regards

Posted 4 years ago

“Just like to say thank you to Carpet Right for completing the fitting of our carpet and vinyl. The Quality of the fitting was excellent. Cost was very competitive against other companies. All dates changed to meet are needs. Overall very happy. ( Happy Christmas)”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for sharing such lovely feedback. We're glad to read you had an amazing experience. Best Wishes, Benji

Posted 4 years ago

“Very poor customer service. We ordered some laminate flooring in the August Bank Holiday sale and were told we could have it fitted in 2 weeks. We asked if we could have it fitted early December instead as we tied it in with decorators and new sofas. I called before the last lockdown in November to check all was okay - to ensure it all tied in as planned. Was told it would be fine. Last week I received a call saying our stock was unavailable and wouldn't be shipped until January. I was told I couldn't cancel my order, despite it being a credit agreement. I escalated a complaint to Head Office who said the store would call to offer me options. The options were to wait until Mid January or to cancel. I was so gutted, we had planned this all to be done in time for Christmas. I understand Covid can have an impact but it has not impacted on any other of our services and products. I am so disappointed. I would definitely not recommend Carpetright to anyone.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Ordered new carpets on the 13th November. Told that we would have to wait 7 to 10 days for the carpet to be delivered to our local store for fitting. Heard nothing after 10 days so e-mailed and was told that the finance department had only just confirmed to the sales team that payment was approved! Got told we would have to wait another 7 to 10 days for the carpet. Heard nothing after 10 days so e-mailed again. This was 5 days ago and still no response! Rang Carpetright on last Friday and was told that someone would ring me back which they did not. Rang this morning (7th December!) and was told again that someone would ring me back in about 2 hours.....it is now 16:30 and nobody has rang me back! I have never experienced such poor customer service ever. They seem totally disinterested. The carpets should have been fitted weeks ago and Christmas is around the corner and I doubt we will get the carpets fitted in time. Dreadful company!”

Helpful Report

Posted 4 years ago

Hi Michelle, I am very sorry to hear about the lack of communication you have had. Please call our customer service team on 0330 3333 444 Option 4. Or email customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Worst customer service I ever experienced, shop sales assistant will deceive you and sell you more than what's your measurement needed, even if you come back and interrogate them and show them evidence that I was over sold what I needed for mt staircase, simply will tell you they don't have compensation policy. they force you to use their fitters, dirty cheap work and eventually they stole the excess underlay and ignored to return it. I had the so much hard times, management ignore my calls, ignored to log up official complain and simply tells you it's how it's and nothing we can do about it. Customer service agent was extremely rude, manipulative, careless and wasn't bothered to offer any help CAREFUL Of OPINGTON BRANCH.”

Helpful Report

Posted 4 years ago

Good morning Bishoy Thank you for taking the time to leave your feedback. I see that your complaint has been investigated and the outcome has been shared with you. Kind regards Dilan

Posted 4 years ago

“Carpetright Dunfermline. Excellent customer service. Order process a little confusing. Overall pleased with the carpets and a good price”

Helpful Report

Posted 4 years ago

Good morning Ollie That’s great to hear! Thank you for choosing Carpetright. Best regards Dilan

Posted 4 years ago

“Poor customer service, brought a mattress for £1000. Was faulty when arrived, sent pictures same day as it was delivered. After a long winded wait for inspection, they are now saying the mattress is not faulty. Customer service never replies to email, the store manager said he can see the issue but customer service is refusing to do anything. Even the 60 night sleep night guarantee they will not replace the mattress it’s all a con!!! Do not shop with these people!! Currently in process of seeking legal advice, as have proof in email from manager stating they can see the mattress is damaged and looks like it has been stored wrong before delivery.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Chose a carpet in store at cribbs causeway in middle of October and told fitting would be around 16th Dec which I accepted. Surveyor came the following week to measure up. Never heard another thing from carpet right until I phoned yesterday for an update and was told the salesman hadn't bothered to put the details through. The manager said I couldn't get it until after the new year now, would give me some sort of discount and was emailing the quote through to me which I would receive in an hour or so. Still no email, text or phone call. This store has absolutely no right to be running a business, it's diabolical that they have no interest whatsoever in their customers.”

Helpful Report

Posted 4 years ago

Hi Andrew, I am sorry to hear about the experience you have had. Please email us the details to customer.services@carpetright.co.uk with the order number so we can investigate. Regards Dean

Posted 4 years ago

“Horrendous company that you can tell don’t treat their staff well..”

Helpful Report

Posted 4 years ago

Hi, I am sorry to hear you feel this way. Please email the details to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“Save time and stress and shop else where first. Ordered on line, I didn't expect click and collect, what I got was click and hear nothing... Then told the local store was not where I could collect, as it hadn't any warehousing. Finally recived details of the flooring having arrived by email, but had to call to arrange to collect. Given incorrect warehouse hours, so spent and hour and half round trip not to collect.”

Helpful Report

Posted 4 years ago

Good morning Richard Thanks for contacting us. I’m sorry about your experience. We will look into this further to resolve. Kind regards Dilan

Posted 4 years ago

“Very disappointed with the Bridgend store in South Wales, ordered our carpet 10 weeks ago, to be told it was a 4-5 week delivery, waited 7 weeks then chased them, couldn’t get through to Bridgend depot so I phoned customer services who advised me the carpet had been made and cut and was ready to be delivered to the store. Phoned again this week again couldn’t get through so phoned customer services who also couldn’t get through to the branch so said they would email them as a matter of urgency, now 3 days latter still no reply so I phoned them again only to be told our order has gone missing and that we would have to reorder would need to wait another 4 weeks for delivery and then wait until the end of January for fitting, this is not acceptable waiting 18 weeks for the carpet, so we have cancelled and will be going to somewhere else and never using carpet right again!!!! DISGUSTING CUSTOMER SERVICE”

Helpful Report

Posted 4 years ago

Good evening Mrs Davies Thank you for contacting us to bring this to our attention. I’m really sorry for the delay and the lack of communication. We will chase this up with the store and make sure you get contacted with an update. Kind regards Dilan

Posted 4 years ago

“Recently visited Uddingston store and did not feel welcome. The staff seemed distant though not very busy. We toddled off to East Kilbride store and found what seemed to be a different business ethic. Graeme immediately introduced himself and offered his knowledgeable support and assistance from a discreet distance. Perfect shopping experience. We picked our carpet and had assurances it would be available to fit within 3 to 4 weeks and they would confirm this by phone when ready. Rhona called week and a half later and asked when suited us for fitting. We chose just over a week ahead and she confirmed date as requested. Day before delivery and fitting we received a call to confirm fitter details (name) and approximately delivery time. Day of fitting the fitter, Ryan called to introduce himself and confirm his arrival time and fitting schedule. Carpet, both hall and lounge, fitting went well and to our complete satisfaction. What more can we say!! Perfect experience. Well done to all at the EK store.”

Helpful Report

Posted 4 years ago

Good Afternoon Ron & Fay, Thank you for taking the time to share your lovely comments. We'll be sure to share your lovely feedback on your experience with the East Kilbride Team. Best Wishes Benji

Posted 4 years ago

“I ordered a carpet with this company several weeks ago and was assured the carpet would be in stock the following monday and fitted that week. I paid my deposit and then nothing. I had to chase for a receipt for the order and to confirm when the carpet would be installed. that is when i started communicating with the store manager after being ignored for several days. Long story short the carpets still haven't been installed and the manager has abused me verbally on the phone - i have contacted head office but their response has been pathetic. I have asked for my deposit back but they are ignoring me again.”

Helpful Report

Posted 4 years ago

Good Morning Daniel, We're so sorry to hear of this, please do email customer.services@carpetright.co.uk so we can follow this up on your behalf. Best Regards Benji

Posted 4 years ago

“The carpet is lovely, and the fitters were very efficient (once they arrived); but as Carpetright are all too happy to point out, they neither make the carpet nor employ the fitters, so they deserve no credit for that. Carpetright's job in this transaction was to co-ordinate the ordering and fitting, and at that job, they were terrible. We ordered online, and (after nearly two weeks) got a phone call from the local store (Brighton) to arrange fitting. They were only able to name a day, and said that the fitter would phone on the day to confirm a time. At 11AM, no call had come, so we phoned the branch, who said that "there was a delay at the warehouse" but they'd be with us that afternoon, again repeating that the fitter would call us. 4PM, still no phone call, so we chased the branch again, and they eventually admitted the fitter would not be making it that day. They were completely unwilling to move any other scheduled jobs to make up for our inconvenience, so we had to wait an extra two days. I understand that schedules slip, but at no point did anyone think to inform us that there was a problem, we were always the ones doing the chasing. Nor did they make any attempt to track the progress of the day's jobs, and react when things started slipping - they admitted that other fitters had completed their jobs already and gone home.”

Helpful Report

Posted 4 years ago

Good Evening Rowan, Thanks for getting in touch to share your feedback. We really appreciate you taking the time to provide your feedback as it is what allows us to better our service. If you would like us to look into this further please do email us via customer.service@carpetright.co.uk and we'll certainly investigate this with the relevant team. Best Regards

Posted 4 years ago

“I cannot thank you carpet right enough as I am moving to a house with no carpets and I was unable to do this until the carpets are fitted as the house is over 150 years old and even with the heating it’s very cold. There seems to many comments regarding the ethics of staying open however carpets are important for insulation and many women are facing domestic abuse at home and have to leave for safety reasons , people should not be so quick to judge as there is many possible reasons why a person would want an essential carpet fitted in a covid situation”

Helpful Report

Posted 4 years ago

Good Morning, Thank you so much for sharing such lovely feedback. We truly understand the importance of having a lovely quality carpet that is fitted well in homes. We trust that you will enjoy both your home and new carpet. Best Wishes Benji

Posted 4 years ago

“Interesting that Carpetright's rating on TrustPilot is so high when clearly it has so many disgruntled customers who are being fobbed off. One might almost wonder where all the 5* reviews came from..... In the interests of transparency, I should point out, that I am in the 'disgruntled' camp and having no success in obtaining satisfaction from Carpetright, who feel that a quick apology from a salesperson should keep me happy, I am now committed to posting my experience on every review site I can find, to see how other customers feel. I ordered 2 carpets from Carpetright online on 31 AUG. I received an e-mail confirmation but no delivery date. 4 wks later I called the Livingston branch who were dealing with the order and told they would look into it. Called again and told it would be received within 2 weeks. After calling every week since then, I received an e-mail on 15 OCT thanking me for my new order and giving me another order number! After calling repeatedly, 1 of the 2 carpets arrived in store but they were unable to say where the 2nd one was, or would arrive. The missing carpet finally arrived on 10 NOV. At this point I told the store manager that I was expecting a discount on the price of my carpets, for the amount of time and effort it had taken to get my carpets and that Carpetright really needed to make this right and show me it valued me as a customer. She said she was not authorised to do this and at my request said she would get her Regional Manager to call me the next day (11 Nov). I am still waiting on this call - SURPRISE! Delivery was arranged for 11 Nov but only one was loaded onto the van and they had to make a return trip. The 2nd carpet was bent almost in two and badly creased down the middle. My (own) carpet fitter was able to get the worst of it out but not completely. Thankfully my furniture hides most of it but if more care was taken when storing the carpets this would not be an issue. I have ordered many carpets from many stores over the years and NEVER had such an appalling experience. Instead of addressing my complaint and making reparation, it appears that Carpetright's customer service policy is to have local branches agree how terrible their experience was but do nothing more and hope they quietly disappear. Thankfully there are many other carpet companies out there and I will be urging as many people as I can to use them and avoid the kind of shoddy service I have received.”

Helpful Report

Posted 4 years ago

Good afternoon Jacqueline Thank you for your feedback. I'm sorry to hear about your experience. For us to be able to look into this please e-mail your order details customer.services@carpetright.co.uk so we can help. Best regards Dilan

Posted 4 years ago

“dear carpetright have just paid a deposit for a carpet but have just checked with companies house and your company is in a CVA. Iam now reluctant to pay the outstanding balance.If your company go into liquidation we will lose all our money. Can you guarantee our money is safe”

Helpful Report

Posted 4 years ago

Good afternoon Keith Thank you for your feedback. I can confirm that we are not in CVA and it's business as usual. Please contact your local store if you would like to discuss your payment. Kind regards Dilan

Posted 4 years ago

“As I warned you, now the law of what a hardware store legally is and has been recently amended and now clarified I notice your stores are now closed, open only to 1/1 appointments. In fact quite a few of your stores put up a resistance to sensibly comply and have embarrassingly been ordered by Public health authorities nationwide to close, so please dont claim it was a voluntary act or following government guidelines which forced you to close your doors and adopt the safer appointment only system.. You have shown a total disregard to the health and safety of your staff and customers by continuing to open your doors whilst the threat of infection was multiplying everyday. I think you will find that your cavalier attitude of putting profit before people has cost you your reputation bigtime.It does show though that the stockist was correct in advising its members that it was only theoretical you could get away with it?.Legally and more importantly morally you didnt.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for your comments. Like a number of well-known DIY and other related retailers, we do believe that the sale of flooring is essential for the completion of building projects, and for making homes safe. We have closed our doors to the public in England and are operating on an appointment-only basis to ensure we can continue to fulfil our customers’ needs. Best Wishes,

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews