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

“Carpetwrong. We ordered our carpet and vinyl early last August and now, 6 months and 8 visits on, we still do not have a finished job. An experienced fitter surveyed the original work and declared it "shoddy and dangerous". Some of the work has been redone but all the vinyl is still faulty. Customer service say it's the responsibility of the new shop manager and the original fitter (who was sacked). The shop manager told me to talk to customer services. Diabolical service.”

Helpful Report

Posted 1 year ago

Hi Sally, I am sorry to hear about the experience you have had and poor job the fitter has done. We have a complaint logged and we will investigate to resolve. Regards Dean

Posted 1 year ago

“Spend £190 on a rug, not received, over 30 emails/calls no refund and now being ignored. Disgusting where is Will Walsh the CEO in this! We are having to look at legal channels now very stressful and staff that tell you tfry will call you back and just don't. We should be compensated for all the time and effort we have put into trying to get our money back or just the item itself. Go to furniture village/ SCS/ Dunelm ANYWHERE but this company”

Helpful Report

Posted 1 year ago

Hi Nikki, I am really very sorry to hear about the experience you have had and lack of communication. We will investigate to make sure this is resolved asap for you. Regards Dean

Posted 1 year ago

“Just had Carpet ‘right’ round this morning to fit a carpet. The showroom experience was great. The colour matches what we asked for. After two hours of what sounded like people playing rugby on the upstairs floor and stairs and spraying toxic smelling glue products (???) they left, forgot tools, a mess, the quality of the underlay they recommended needed replacing is noticeably less comfortable than we had before and I question whether it’s the same as we were shown in the showroom. Very unimpressed with the precision of the job. They were in such a rush by the sounds of things that it’s not surprising they made mistakes. I want my old grubby carpet back.”

Helpful Report

Posted 1 year ago

Hi Tom, I am very sorry to hear about the experience you have had with the fitters. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“Had hoped someone would find in there heart to help me. 2yrs ago had most of the house carpeted and vinyl laid . This year we have to have a stairlft and stairs had to be altered, leaving a small area uncarpeted. Spoke to local shop and telephoned call centre. Explained I wanted 3ft square piece of carpet. They were not interested in trying to help me out, just kept saying I would have to have 4 metre width. Basic cost £130 just for 1 metre. How when you can cut a carpet up for samples why can,t they have cut a square for me and use the other for samples.”

Helpful Report

Posted 1 year ago

Hi Celia, I am very sorry to hear about the experience you have had and the issues in getting a new piece of carpet. Unfortunately we can only sell the carpets in 4 or 5M widths. Please email the details to customer.service@carpetright.co.uk so we can look into the matter. Regards Dean

Posted 1 year ago

“wrong flooring fitted 4 months ago - still waiting for fitter refund”

Helpful Report

Posted 1 year ago

Hi, I am sorry to hear you are still waiting on your refund. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“My husband & I need new carpets for stairs & landing also our bedroom so we popped into the spalding Lincolnshire store we were greeted with a very polite and helpful young man. We didn’t feel pressured at all and we were allowed to browse at our leisure ,his name was Taylor.. thank you for your help in deciding what colours and textures to go for with your expertise to guide us such a wonderful experience an absolute credit to carpet right ….. once again thank you Taylor”

Helpful Report

Posted 1 year ago

“Just had carpetright fitters from Woking store to fit laminate flooring. Someone decided to use my French polished coffee table to do some woodwork and have DESTROYED it by leaving deep score marks on it. Quite a lot of muck was left,and my tv aerial was tampered with, causing me a headache to put it right. Only thing is they are coming back to finish off.”

Helpful Report

Posted 1 year ago

“Carpet Right simply incredible. From start to finish the Snipe retail staff at Ashton Under Lyne were amazing. Totally refreshing to experience this extremely high level of customer service and care in their attention to detail in these high pressured times. Frank took care of all our needs and requirements in regards to flooring our new home throughout. He demonstrated a genuine enthusiasm making sure we were entirely satisfied before making the decision to close the deal.He is a real credit to the team. The LVT flooring and carpet contractors Greg and Mark were extremely professional and very friendly. The quality of their workmanship was outstanding. Thank you Carpet Right.”

Helpful Report

Posted 1 year ago

“Very good customer service”

Helpful Report

Posted 1 year ago

“Kelly at Farmborough was excellent today. Extremely helpful and provided us with good guidance that reassured us.”

Helpful Report

Posted 1 year ago

“Having had to replace the landing and hall carpet due to an accident I was limited to using Carpetright because of the cost. In hindsight I should never have bothered. Like others have said on this review site, the sales are all friendly and you'd think that just carpet, not laminate or other type of flooring, plain carpet would not be something that could get so screwed up. Alas I was wrong. The facts are: The old carpet was removed with carpet gripper on the top stiar and down the stairs and instead of installing the new carpet with gripper, the "fitter" used nails!!!! In the stairs!!! He also used nails on the landing narrowly missing the central hot water pipe by about 4cm, otherwise that would have been a very expensive carpet and another claim on my insurance. The old hallway carpet did not come up in one piece and there were chunks of it still attached the floor. But instead of the fitter removing the chunks properly, he simply laid the new carpet over the top of it, which led to it puckering in the hall which was clearly visible to the naked eye. He then botched the installation of the bottom stair and then said I don't have enough carpet left to redo the bottom stair and as such attempted to and have to say botched it even more by stretching it using what I counted with 12 nails all of which were poking through the carpet so anyone who would touch it would get their skin cut to pieces by the exposed nails. Carpetright agreed to completely replace the carpet in the hall and stairs and this has now been done, but I have to say I would never use them again by choice. It took 6 weeks from the first install to the second. A long time to resolve an issue that Carpetright caused by employing a fitter that was clearly not experienced enough or simply didn't care about the quality of his work. In summary, I cannot stress enough how much you should avoid spending your hard earned money with Carpetright.”

Helpful Report

Posted 1 year ago

Hi Veronica, I am very sorry to hear about the experience you have had with the fitters at first and then trying to getting the matter sorted. We will make sure the service improves going forward. Regards Dean

Posted 1 year ago

“The St Neots store is closing anyway (where I had my problem) but don’t order with this company at all, especially avoid Roger and a spineless weasel called Stefan. Failed fitting caused big problems for me, the store made no attempt to contact me and when I did get through to them after many attempts said that I had to call them again in a few days to rearrange delivery. Not a word of apology. No one answered emails and they were definitely ducking my calls as they picked up when I dialled on my wife’s phone despite having been on hold for 25 minutes on mine at the exact same time. Was eventually offered a refund that didn’t even cover my costs, which they didn’t honour!! I had to stand in the store like an idiot while someone just stared at me saying they couldn’t do anything, but no explanation as to why not! They scribbled a note on a scrap of paper that got thrown onto a pile of papers on a desk (which seemed to be other customer complaints), containing my personal information that anyone could have picked up!! The customer service email address they provide will rob you of even more of your life as you re type the story yet again, only for no one to get back to you. Save your money, DONT USE CARPET RIGHT!!”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to hear about the experience you have had and the poor service. We will investigate the points you have raised to make sure things improve going forward. Regards Dean

Posted 2 years ago

“Avoid this company at all costs!! Had two rooms booked for a carpet fitting, the first turned up very short (paperwork was all correct, measurements correct, but physical carpet was cut wrong). Store didn't even apologise nor reassure me when they could return, and I had to call in over 30 times before the phone was picked up. Had to cancel various other jobs in the house for the following week as we had furniture stacked up and inaccessible rooms and had an awful week reassembling furniture for our newborn baby, only to disassemble it a week later to move it back into the correct room. The store said (after MANY calls) that as a good will gesture they would give me a whole £44...not nearly enough for the inconvenience I had (I'd spent over £10 on phone calls alone!)... but that I had to go into the store to get it as they couldn't do it on the phone (ridiculous and obvious lies, no company operates like this). I went into the store on principal as I deserved some sort of compensation for all the trouble, but apparently only one guy could process the refund and he wasn't in!! I didn't even get a sorry. And the man I spoke to said that actually the person who promised me a refund could and should have done it over the phone... but he himself was unable to do anything (no notes left on the system...ridiculous! Was the original salesman giving me money from his own pocket?!) So I've spent £10 on phone calls and £10 on petrol for a £44 refund that I never got... and I was nothing but polite to everyone involved as I know mistakes can happen...and I've not had a word of apology... also, the second carpet fitters also had the wrong carpet size, but luckily they managed to make it fit. Will never use them again!”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to hear about the experience you have had and lack of communication. Please email the details and your order number to customer.service@carpetright.co.uk so we can help and make sure this is all resolved. Regards Dean

Posted 2 years ago

“The measuring service was good, contacting re fitting and Jaz and his fellow fitter very good on the day. The only hiccup was that fitters were sent to wrong address which was a shame on what otherwise was a faultless service.”

Helpful Report

Posted 2 years ago

“I was in the Livingston branch and had the pleasure of Assistant Jennifer who was extremely knowledgeable. She took me through varies options and prices for the floor coverings that I was looking for. I was very happy with the service that I received and will definitely come back to this store to place my order.”

Helpful Report

Posted 2 years ago

“Went into the Bridgend store at 9.30 this morning and was pleasantly greeted by Roger, I was looking for a new mattress he showed me all the options, an exellent experience, and the sale was quickly processed.Thankyou.”

Helpful Report

Posted 2 years ago

Good afternoon I am very happy to hear about your great experience with us, thank you for your feedback. Regards Dilan

Posted 2 years ago

“Do not use carpetright fitters Had laminate fitted in hallway and kitchen plus stair carpet and vinyl in bathroom and downstairs toilet. I could have fitted it myself but thought I'd have it done by a professional to make a sound job...how wrong I was ! Every edging strip on the laminate has come away, two gaps where it was cut too short, doorway strip has come away, left with a back door which couldn't be opened due to sticking, white silicone used on grey flooring and having filled my wheelie bin with rubbish left the rest on the driveway in the pouring rain. Said he would come back to fix the door but never replied. Vinyl was okay but possibly cut wrong so decided to use white silicone around all the edges which quite honestly a 5 year old could do better. Still wiping it off surfaces now ! Having to employ someone to fix this shoddy work. Cartepright, I have emailed your customer service but received no response....surprise.”

Helpful Report

Posted 2 years ago

“Stay clear of carpetright underfelt non existant after paying for it Complete lack of management at Glasgow branch”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Very friendly staff, one staff member in particular helped up and was very informative.”

Helpful Report

Posted 2 years ago

Good afternoon Thanks so much for taking the time to leave your feedback, it is important to us and we use it to try and improve our services. Kind regards Dilan

Posted 2 years ago

“WARNING. AVOID USING CARPETRIGHT AT ALL COSTS. DO NOT IGNORE ALL OF THESE 1 STAR REVIEWS - WORST CUSTOMER EXPERIENCE. Carpetright sent the wrong flooring by error- the fitter laid it- this had to be removed and re-fit once the correct flooring was delivered weeks later (on the agreement that Carpetright would refund the first fitting fee). Carpetright have since refused to compensate/refund the first fitting fee so I have had to pay for two lots of fitting, which has cost me an extra £200. Everyone I have spoken to from Carpetright agrees that I should have been refunded, but the refund can only be approved by a regional manager (Simon) who declines it without speaking to the customer- so essentially there is no way of getting any compensation/refund from Carpetright when they make an error which costs the customer. This is not in line with the Consumer Rights Act 2015, so I am now forced to retrieve the cost legally. Warehouse mis-picks are likely to happen numerous times each week- and with Carpetright's stance, the customer will always have to pay the extra costs for their errors. PLEASE AVOID CARPETRIGHT so you don't experience this same situation.”

Helpful Report

Posted 2 years ago

Hi Alex Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 2 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews