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

“I would give zero if i could. We ordered in August 2020 and the order is still not complete. We have been promised a reply for months but as we have paid no one cares. The worst customer service i have ever experienced.”

Helpful Report

Posted 3 years ago

Hi Ben, I am very sorry to hear about the delay and lack of communication. Please email the details and order number to customer.services@carpetright.co.uk Regards Dean

Posted 3 years ago

“I think that no one should ever use carpetright.We called the company about 10 times and every single time they gave the same answer "We dont know when the carpets will be delivered but when they are we will let you know".It turns out that our carpet was delivered 2 weeks ago but the company didnt even let us know.They didnt even consult their manager about our complaints until we asked for a refund.Never use carpetrights.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the experience you have had. This is not acceptable and will be investigated. Please email the details and order number to customer.services@carpetright.co.uk Regards Dean

Posted 3 years ago

“My husband and myself went to the Stafford store and was helped by Gina she was extremely helpful, we will definitely go back to this store.”

Helpful Report

Posted 3 years ago

“I had the lovely Duncan out to measure my house today for two carpets, he was very thorough and explained everything well. He was very engaging and has a really relaxed nice way with customers.”

Helpful Report

Posted 3 years ago

Good Morning Claire, Thank you for sharing your feedback with us. Best Wishes, Benji

Posted 3 years ago

“I advise anyone not to use this company. My whole experience was very distressing and a nightmare situation to be in .. I went to the store to pick my flooring with not much help or consultation , I picked a LVT floor. Booked a consultation and measurements appointment to come which they did . The guy came measured my floor , he told me the floor I chose was a great choice . I asked it will look good in this floor , he said yes. So , I agreed and booked for the floor to be done . I waited 12 days for the fitters to come and held of moving any of my stuff . So on the day of the fitters coming , I arranged a removal firm , friends to help me after the floor is down. When the fitters came , the minute they walked into my hallway , I said you don’t look happy , he said you’re floor is uneven. I asked what does that mean in relation to getting my floor down , he said he can’t put it down . I couldn’t believe it, 5 seconds in my house and I knew they weren’t going to put my floor in . I was in shock , I said why did the guy who came to measure and give me a consultation not notice . I said this is mad , all this time wasted , waiting . Then phone calls to carpet right , just a nightmare. Top fitter been send out to assess the floor . Things just go from bad to worse . The price goes up as the fitters have to put plywood before the floor . I’m completely left in limbo , as I have everything organised with movers, friends, I had to lose my deposit with the movers . As they had to come another day . I really wanted a refund but was left feeling in a corner as I have to move out and needed the job done that week. The manager from the store tried to accommodate but it just felt as if they think I’m stupid. They gave a good will gesture refund if £250. But not really a refund as I had to pay the fitters a extra £500. In total 971. Original price 471. I asked where do you think I can get that in this week. I’ve had to borrow the money to get this job done . At least I would have known if the guy that came to measure gave the right consultation. I’d would have a choice.. My parents in Dublin were going mad and felt the whole set up is a scam and abuse of people . The waiting and then been put in a corner . So the day of the second time fitters coming , again arranged movers and friends as I was told the job would be done in a day . Wrong ,,, only plywood done and I was told they come back the following day . At this point I’ve lost all trust , desire and felt broken by this whole experience. The attention to detail on the floor is something to be considered. And also left with a pack of my flooring not used which I presume the measurement guy got it wrong . Again money lost . I’m left feeling very distraught and I advise everyone to seek floors somewhere else as I would not like anyone to go through what I went through .. And it’s not cheap , nearly £2,500 for my floor and my flat is not big. This experience ruined my whole joy of excitement of moving into my first home . I wanted a new beginnings after not a good year . Carpet right should be called Carpet wrong and they’re advertising on their website should be removed about expertise, sub flooring , measurements consultation. Also had to pay congestion and parking .”

Helpful Report

Posted 3 years ago

Good Morning, Thank you for sharing your review with us. We're really sorry to hear of your experience and how this has left you feeling. So that we can look into this further, can you please email us via customer.service@carpetright.co.uk and one of our consultants will be on hand to have this adequately looked into. Best Wishes, Benji

Posted 3 years ago

“I asked Carpetright to remove the laminate flooring in my little bathroom and replace it with vinyl. Their fitters ignored the instructions and put down the vinyl on top of the laminate. There must have been a small leak at some point because the laminate expanded and broke up, and now the floor is covered in lumps. I had to get the bathroom door reversed to be able to shut it. They're not interested in putting it right but have very kindly offered to give me a quote for the cost of me buying new vinyl and paying to have it fitted. I'm not paying twice to have one job done properly, and have no intention of ever letting Carpetright fitters into my property again.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Absolute shocking company. Ordered wooden floors back in Nov 2020. Out of the 5 items delivered 3 of them were wrong. Their fitters rang me on the day to say cant fit the materials as the items wrong. They advertise leave it all to us. Since then we going back and forth and they said try to sort the materials yourself. Awful company woods delivered in my flat I think it is a health and safety issue as the items cant be fitted.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Ordered vinyl for my kitchen January and paid for click and collect. I still haven’t been updated and my emails are being ignored. I have rang the store and just keep being told it’s not arrived.”

Helpful Report

Posted 3 years ago

Good morning I am sorry for the delay with your order. We will look into this further to make sure you get contacted with an update. Kind regards Dilan

Posted 3 years ago

“David from Carpetright, Newport Road, Cardiff...Great customer service and advice. Friendly place and very, very helpful with calculating measurements for my vinyl. I m so grateful! Would highly recommend!!!”

Helpful Report

Posted 3 years ago

Good afternoon Rachael That is great to hear, I am really pleased you were happy with David's service. Kind regards Dilan

Posted 3 years ago

“arpetright, destroyed our stairs and have now ghosted us. From start to finish this entire process took a year. They were more than happy to take our money, lose our carpet twice, cut it incorrectly and then send out a different fitter every single time they attempted to fit it. We are now having to pay another carpet company to come and fix all the issues Carpetright left us with. Don’t believe me? Look at the attached pictures. The carpet is coming away, fraying and stairs have been smashed in. Carpetright will most likely respond to this comment asking us to contact them. We have done. This is your responsibility to fix this Carpetright and contact us. I would be more than happy to update this review with a positive outcome, should you resolve the issues you have created.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for your review. Please can you provide us your order details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“I had two bedrooms landing and stair case re carpeted over 2 appointments. On the 1st appointment the bedrooms were re carpeted. I was advised by the shop to leave no more than 5 items in the rooms and if there were draws to empty them. The rooms were left empty apart from one chest of draws which was had all the draws removed so was easy to move around for 2 people. On completion I paid the fitter but then checked the work and noticed the draws had been broken. Clearly rather than lifting them they had been dragged and thus had caused the bottom of the unit to snap. I contacted carpet right straight away and they informed me the fitter would be in touch. As he was due to fit the carpet on the stairs in the bed year I was not too concerned. A couple of days before he was due to fit the stair carpet I was called to say he would not be coming and as he was self isolating and a different fitter wound be here. I have tried several times now to get carpet right to address the issue of the broken draws but they keep telling me the carpet fitter will be in touch as he’s self employed. I’ve had no contact from the fitter he’s failed to get in touch with his insurance company and carpet right keep giving him work knowing he’s caused damage in my house and not had the decency to resolve the issue with his insurance”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Fitters failed, back office failed, store failed, on every single occasion - consistently failing to deliver against their own stated obligations on several instances (7+ at time of writing) characterises our Carpetright experience. We couldn’t see any similarity with the company’s values and their service. A really unfortunate experience for the cost of a full home premium flooring refit won’t use Carpetright again. They will resist and delay every instance of a complaint and there’s no escalation measures, so you’re stuck with the same customer facing failing team as you start with - good luck if you start you’re flooring journey here.”

Helpful Report

Posted 3 years ago

Hi, I am really sorry to hear about the experience you are having. Please email the details and order number to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“I was assured that the fitters would wear PPE. After entering the property I found this was not the case. Apparently they couldn't fit carpet while wearing it. They also used the toilet without informing me and had to move items from it in order to access. Waste not taken away and used my own vacuum, again without gloves.”

Helpful Report

Posted 3 years ago

Good Morning, thank you for sharing your feedback with us. We're really sorry to hear of your experience. So that we can look into this further, can you please email us via customer.service@carpetright.co.uk. Best Wishes, Benji

Posted 3 years ago

“Really helpful and speedy service with advice about how to make the best use of an offer.”

Helpful Report

Posted 3 years ago

Good Morning Mourad, thank you for taking the time to share such lovely feedback on your experience. Best Wishes, Benji

Posted 3 years ago

“Let's start from the beginning. After waiting 2 weeks with no information regarding the order, I have called the company. After asking politely if I could get any information about the order, rude customer service said: Wait 5 weeks. The end of conversation. After waiting 5 weeks, still no response from the company. I called again but customer service seemed to have no information about the order. Decided to write an email. Got back information that the carpet is in the local shop, and they will contact me by 4 pm on Monday 8th. Obviously I didn't get a call. Called them on tuesday. I was told that there is a free slot for delivery on Friday, accepted. Finally I will be able to change my old carpet for the new one, after (only) 1.5 month of waiting. The day has come. Got a call from a delivery man. Got a carpet delivered. I have cut it based on the old carpet, putted carpet on the floor, fitted in and then.. I look right, I look left. I got the wrong carpet delivered, It is definitely not Marrakesh Beige, but rather Marrakesh Silver Cable. Normally I wouldn't care that much, however the difference is visible as the Marrakesh Beige is in the other room. I am just fed up. Totally fed up with this company. I have definitely ordered Beige. This is not the first problem I have with carpet right, but definitely the last one, as I will not use any service from it anymore, and will tell every person wanting to change carpet to avoid CarpetRight. Probably the only positive thing about this order, was the delivery man who actually did his job right. The question that I'm asking myself is: how much this company has paid to get so many positive reviews?”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“what ever you do keep away from carpet right.Please make sure you read contract before paying money.If you use their fitters and the fitters mess up bigtime carpet right wash their hands of it do not negotiate on your behalf and you are left out of pocket with a load of mess.I would use Tappi carpets atleast they negotiate with their fittersy.You will notice 1 star at the top of page,had to tick it as i was unable to right this review it should me empty.”

Helpful Report

Posted 3 years ago

Good Afternoon, thank you for sharing your feedback with us. I am really sorry to hear you feel this way. So that we can look into this further, can you email us via customer.service@carpetright.co.uk. Best Wishes, Benji

Posted 3 years ago

“We were expecting the men from Carpetright yesterday between 10am&11am. No one turned up so at 11.30am I rang to find out what was happening. I was told that there was definitely a booking for us and they would find out why there was a delay and ring me back in about 10 minutes. That call never came! It is now the following day and still no call to apologise! This an insurance claim and Carpetright have already been paid for the work.”

Helpful Report

Posted 3 years ago

Good Evening, we're very sorry to hear of what has happened and how this has left you feeling. So that we can look into this further, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 3 years ago

“If you want a stair/hallway carpet do not use the online order system. Due to Covid we could not go to the shop so decided to order online. I measured the area of the steps and hallway. Put it all in a to scale diagram to make sure it all came out of a rectangle. Also added the extra amount the website said to and I was fully confident you could easily fit everything. I added the underlay and gripper that was auto calculated from the measurements. The when the fitter arrived they immediately said it would not fit. They said it looked like the website had calculated everything based on a square room and not stairs. So I had to pay for extra gripper and underlay from the fitters, and the bottom step of my stairs could not be carpeted. So now I will have to pay for it to be sorted or put something else down. Rang Carpetright to explain the issue and I was just told sorry, the website is not our job and we don't do refunds/compensation. Wont be using Carpetright again and I would advise others to specifically not use the online order system.”

Helpful Report

Posted 3 years ago

Hi Jonny, I am sorry to hear about the issues. Please email us the details and order number to customer.services@carpetright.co.uk so we can investigate. Regards Dean

Posted 3 years ago

“I will try keep this as brief as possible by only covering the key points of our experience. We placed a carpet order for over £6k in September 2019 at their Sevenoaks branch. At point of order we were advised 3 to 4 weeks lead time and after continuously chasing the order was eventually fitted in November 2019 almost eight weeks later. The fitting was completed very badly and not one piece of carpet was fitted correctly. Unacceptable tool damage was caused in every room removing paintwork, chunks taken out of doors, broken & marked staircases and knife scores to every side of a stone fireplace base. In one area incredibly the fitters attempted to repaint damage with a different type of paint leaving paint on the new carpet. The carpets were also damaged at the edge with lines of pile torn out unnecessarily with a stretching tool used incorrectly. The fitters ran out of materials and left a section of a staircase with no carpet nor underlay just gripper rod on the treads and risers! Curiously gripper rod with long pins were installed either side of each door bar that you can feel on your feet on entering some rooms. The carpets also had manufacturing line defects, creasing and colour contamination in the pile (an expected beige carpet but with blue, orange green and brown tufts and not as described) We raised a complaint with head office in November 2019, took photo and video evidence and confirmed everything in writing. Carpetright sent out their own experienced surveyor to inspect in December 2019 and they confirmed the entire order needed to be replaced. To date although it has been repeatedly confirmed they have replacement carpet ready to fit, and having been provided six dates for replacement fitting, nothing has been completed in over fifteen months they just don’t turn up. It takes all weekend to pack everything up in preparation for fitting, and we did this three times. We filed for breach of contract via section 75 and have an agreed recommendation with the credit provider, yet we still await action from Carpetright to conclude matters. I would avoid Carpetright at all costs, the fitters that came to our property were not suitably qualified or trained, the customer services department just direct your concerns back to the store and deal with nothing appropriately, the store staff just lie to either get you off the phone or out of their store. We experienced great difficulty communicating with this company the stores rarely answer the phone, it normally switches to a message service that’s full. My advice Instruct a local independent carpet retailer who care about their customers and the quality and service they offer. Carpetright are by far the worst company we have ever had to deal with. We have been more than tolerant even taking into account current circumstances, what a shame companies in the UK are allowed to carry on trading with this level of customer service.”

Helpful Report

Posted 3 years ago

Good morning Lloyd, Thank you for contacting us. I’m sorry to hear about your experience. I can see this has been investigated and FOS decision has been provided as a final response. The fitting store will contact you to arrange a date for the removal of your flooring. Kind regards, Dilan

Posted 3 years ago

“Very happy with the carpet fitter. His name was Lee Jacob. Such a lovely pleasant guy. I felt so relaxed with him and most of all he did a fantastic job fitting my stripy carpet on my stairs. So happy! He is a top bloke. Thankyou”

Helpful Report

Posted 3 years ago

Good Morning Lorraine, thank you for sharing such lovely feedback on the fitter and his excellent work. Best Wishes, Benji

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews