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

“Excellent customer service, with detailed advice on the bed I was looking at and also the vinyl flooring for covering tiles in a conservatory.”

Helpful Report

Posted 7 years ago

“Carpet was three inches short! Fitters left and new carpet ordered! Had to chase up myself to find out when new carpet would be delivered. After the original error would have expected CarpetRight to have kept us informed! Two days taken off work to sit in and wait and still no one keeping us to date with fitting.”

Helpful Report

Posted 7 years ago

“If I could put 0 I would. I used the Old Kent Road branch and my experience was dreadful. I'd also point out that you should be very careful as the fitters are subcontractors and the contract states that Carpet Right don't accept any responsibility for their work. However the store never explained this to me. So firstly I went into store and waited ages to be seen as there was only two members of staff. When I eventually got seen I chose a carpet for my stairs and arranged for someone to measure the area and give me price. This was booked for the following Saturday. The day came and when no one arrived an hour after the expected time I phoned the store only to be told it was for the following week. I disputed this but the member of staff didn't apologise and just said I had the wrong day. When I asked to book for another time in the week the response was 'we are probably all booked just do next Saturday'. When I questioned this, the response was again negative so I just accepted the new appointment. At this stage I should have just gone elsewhere which I usually do after bad first impressions. The following week I went to the house 15mins before the appointment time to be told by the electrician, who was at my house during a renovation, that the person from Carpet Right had come 45mins before the appointment time, measured and gone. He hadn't even phoned to say he was there, and there is a reason I make a point about the phone call. When I went to the store to complain I was told he had done the measuring and quote so not to worry. I then received a quote by email with parts on the quote which I didn't understand. I went to store the following week to place the order and it was then I was informed the measurements were incorrect. The person had measured the landing area as well and priced the work incorrectly. Again I should have gone elsewhere but instead I stupidly placed the order and booked the fitting for a Saturday. At no stage was I told the fitters were subcontractors nor that someone would call me when the fitters were on the way. I was just told that it was sometime in the morning. The morning came and at about 11.30am I received an email stating if I didn't contact the store ASAP my fitting would be rescheduled. Apparently the store had tried to call me numerous times but I hadn't answered. Strange when my phone was on and I had no missed calls. The store informed me I was the next fitting at approximately 1pm and the person I spoke to didn't understand why I had received the email. As the time moved towards 2pm I phoned the store as I now thought there was an issue. I was then informed because I hadn't taken the call I was now last on the fitters list of jobs. I replied that I had called back but the reply was that I was now last. I asked to speak to a manager and to my surprise I was. He said every customer receives a courtesy call 30mins before fitting so that the fitter doesn't waste their time. When I said I wasn't told this and why don't the fitters go to their scheduled jobs and call if no one is home I was told every customer is different. When I asked why the person who did the quote didn't call me the manager replied, they don't. So some of people call and some don't. Absolutely pathetic. At no stage did I receive an apology and he gave me nothing but excuses including they couldn't find my postcode. When I asked when the fitter was going to come the manager said he didn't know. I phoned customer services and the help was non existent. It was shocking. When I asked to speak to a manager I was told one wasn't there. The woman said she could only log the complaint. I emailed the store to cancel the order and request a refund in response to an email that the fitter could fit me in at 4pm. So I should be grateful that the fitter could niw fit me in hours after they should have been there? Even at that stage I didn't receive an apology nor was there any attempt to retain my custom. Absolutely shocking company to deal with. Seems like another company who have become so big they couldn't care about their customers. It seems they'll make enough money to just accept poor levels of customer service and complaints. You think dealing with a large company would give you some piece of mind and consumer protection. How wrong was I. My advice would be to avoid as my experience has been absolutely shocking.”

Helpful Report

Posted 7 years ago

“Despite being promised a first call in the morning, fitter didn't arrive until 2.30. Left without cleaning up even though it had been charged for, Fitting of carpet was shoddy with bare patches without tufts, Had to wait a week for a visit from manager to have confirmed work would be repaired. Date set for following week, Saturday at 9. Fitter finally called at 9.30 to say he couldn't come until following day - Sunday - which we told him wasn't acceptable. Called store and spoke to Assistant Manager who promised to call back. After 30 minutes called national customer care line for Carpetright. Put on hold after giving details, then cut off at their end. There seems to be no interest in resolving the problem. For goodness sake, don't use them.”

Helpful Report

Posted 7 years ago

“I was a fitter for cright for over 20 years and was lucky enough to find a much better job and am so glad I left. The salesmen just do not care about customer satisfaction and have no clue about whats involved in the fitting side. The managers also ask the fitters to bring back excess underlay and gripper that the customer has paid for and resell it. One of the shops I worked in had a league table of who brought the most back. The fitters are not the best either. I would say that most of the shops I worked in at least half the fitters had no idea how to leave a nice job. They just wanted the work done as fast as possible. No pride. The company had fitters checked with stupid courses that were a complete waste of time and money. I work for a family run shop and the service the customers get is second to none. Our shop is a third the size of a cright shop but sells a lot more and most customers are returning customers. Oh and don't forget the extra charges they add on. £30 for your stair to be cut to size which the fitter does and the shops keep the money, £30 delivery which the shop keeps, the Fitting deposit is just money for them and the fitter does not get this. Do yourself a favour and go with a local company who will look after you and not rob you.”

Helpful Report

Posted 7 years ago

“Pro's - The Carpet is absoloutly stunning... Thats all im afraid Con's - I wasnt told a delivery time until 20 minutes before they turned up, had to rush home from work as it was planned in the shop as early morning so ym dad was awake, they tunred up at 10:10am The fitter wasnt exactly the most pleasent of people, he complained about 2 EMPTY and LIGHT Wardrobe carcasses left in the room (I had no other option as my house is small and left for work at 6am and my dads disabled so he couldnt move them), he unrolled the entire carpet starting at the wall which i left the wardrobes against (so they needed moving) he broke the bottom plinth of the wardrobe the lampshade and bulb whilst moving them), once the carpet had been unrolled he put the wardrobe back on the carpet to find about 2 feet of carpet was up the wall and there was a 12 inch gap in the alcove area ( 5m would have fitted perfect possibly maybe 1/4 an inch short) instead of moving the wardobes into the hallway he cut off the whole section against the wall and added the 12 inch offcut which left a very noticeable cut line as my carpet is dark grey I rang the head office who put me through to the store and the manager wasnt particularly understanding, at first he blamed me for wrong sizing.. at maximum the carpet would have been 1.2cm short of the alcove wall not 12 inches... then mentioned that carpet widths arent bang on 4 and 5 meters they can be 6 - 7 cm shorter? (wasnt told this at the time of sale but its in miniscule writing jumbled in the gumph you're hurried past in signing for the carpet. The absolute cheek they charge for underlay is borderline criminal, £4.99 a sqm for a really bad quality one i found on google at.....£1.30 a sqm, you can pick up 11mm underlay on google for maybe £3 a sqm at the max so MAKE SURE YOU SHOP AROUND The fitting charge aswell is unreal, cost me £52.50 they had it done in 20 minutes and they had to move 2 empty wardrobes too so take 5 mins off of that, thats £200 an hour! The last part is the fitters DO NOT Carry change! wasnt told that either, got £60 out of a cash point and was told he didnt have change but i didnt have any option to get the £12.50 as i wasnt leaving them alone in my house. Carpet right as a company as you can tell by the reviews arent good at all, the carpet is stunning but im sure there is cheaper options out there if you dont need to pay by credit card or finance because you've got an AMEX that nobody accepts...”

Helpful Report

Posted 7 years ago

“Disaster. Rude staff, rude in customer service department. 5 bed house, two man job two days. One guy turns up at 4 on the first day. Assistant Manager at Crawley branch William King, was about as useful as a fart in a thunder storm. Waste of time. Would use local carpet shop next time. DO NOT USE CARPET RIGHT”

Helpful Report

Posted 7 years ago

“Great service if you hate knowing when your flooring will arrive, enjoy rude staff and love being refused the right to find our how you are meant to go about a refund.”

Helpful Report

Posted 7 years ago

“I recently purchased 2 ottoman beds and 2 matresses from Carpetright, Croydon, Purley Way. The delivery people called us at 6.45 a.m. to tell us that delivery was being made in half an hour. Carpetright delivered a damaged Ottoman and completely the wrong mattress to us on the 21st October. Payment for the goods was taken from my bank account 2nd October. When we saw the damage to the ottoman we immediately took a photo as instructed and sent the proof to a contact at Carpetright. It is now nearly a month later and despite calling and emailing Carpetright are still telling me that they have no replacement stock and that the delivery service team will contact me sometime. Do they seriously expect me to believe it takes over a month to deliver a mattress and that there are no others in stock??? I will be going to Carpetright Croydon this Saturday to basically stand at the sales counter telling people not to buy Carpetright beds. I have been patient, supplied all the information/proof of damage immediately as requested and feel that as Carpetright have my money, they are simply not bothered about customer service. My advice would be to not buy from this company.”

Helpful Report

Posted 7 years ago

“Booked a fitting over the phone. The guy asked me when was convenient, I said tuesdays are best. So booked in for 14th November. By 3pm I was still waiting. Rang them up and he tried to make out that I was wrong!! They are supposed to be coming tomorrow first thing. Not holding out much hope after reading the other reviews on here!”

Helpful Report

Posted 7 years ago

“Money hungry company. Service not brilliant, aftercare even worse. Wishy-washy information, delays, failure to update details over & over.... Will be putting in official complaint.”

Helpful Report

Posted 7 years ago

“Excellent customer service, competitive prices, fast and tidy fitting...really made us feel happy”

Helpful Report

Posted 7 years ago

“Total lack of communication from the store regarding fitting. Date changed without letting us know. Store claimed to have left a message, despite no message on BT Answer or 2 mobile numbers. Charged £29.99 for delivery of product, despite the product being in-store already, as it was returned stock from a cancelled order. Despite all this, fitters were fantastic.”

Helpful Report

Posted 7 years ago

“Nice carpet but terrible service, delays in fitting. No apologies all the chasing had to be done by me. No reply from branch or customer services to my emails. Fair bit of unnecessary damage caused when fitting which will cost me to put right.”

Helpful Report

Posted 7 years ago

“Customer care on existant. Store manager has less integrity than a dodgy used car salesman. Completely ripped off shoddy and badly fitted flooring. Complaints have been dragged out for months still not resolved and emails to customer service department simply go unanswered. Do not use this company.”

Helpful Report

Posted 7 years ago

“Do not use Carpetright. Constantly had to chase my order. Customer service is non existent. Flooring badly fitted and store manager refuses to accept any responsibility. Been completely ripped off.”

Helpful Report

Posted 7 years ago

“To bad there is no " 0 " rating cause only 0 is for carpetright. Stuff, support , managers all so rude and dumb OMG.”

Helpful Report

Posted 7 years ago

“Everything !! See my review on trust pilot.”

Helpful Report

Posted 7 years ago

“Our carpet was due to be fitted on the Monday and we were only told this wasn't going to happen on The Saturday (2 days prior to the job). The new fitting date we were given was 11 days later which I considered very poor, considering we had already waited over 3 weeks! We were not offered any compensation until I expressed my dissatisfaction; this was a £40 flat rate offer, not dependant upon your complaint. If the delay had been a couple of days I would not have been happy but more able to accept this. It was suggested that I speak with customer services who have not been very interested in my complaint and just confirmed they only offer £40 - take it or leave it! We have not bought carpet through this company before and as with a lot of other customers, not impresses with their service and therefore very unlikely to go back to them again.”

Helpful Report

Posted 7 years ago

“Cath the manager was very rude and arrogant”

Helpful Report

Posted 7 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews