Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,137 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

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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

“Never have I came across a more incompetent company in all my life.my strongest advice to anyone thinking of buying even a door mat from them think twice.”

Helpful Report

Posted 5 years ago

“I came on here out of interest as I have had very poor customer service from Carpetright. Obviously I am not alone in my experience. My stair carpet developed holes in less than two years on the 2 of the risers, next to each other. The shop manager took two photos on his phone and very abruptly told me it was my fault. I am a pensioner living on my own and rarely wear shoes in the house. The carpet was suitable for stairs allegedly and guaranteed for 10 years. Do not be fooled by their 10 year guarantee it is worthless. I was told it only covered normal wear and tear! It’s lucky I don’t have a family of 5 kids, the carpet would have been in ribbons. When I said I would pay for a new piece of stair carpet the very rude manager said it won’t match and the piece of carpet will only cover the 2 steps. I pointed out I didn’t have a choice , a carpet with holes or a bad match.. When the very pleasant carpet fitter came round, not employed by Carpetright, he fitted the new piece of carpet which covered nearly the whole staircase. There is so little wear on the rest of the staircase you can’t even see the difference. I had to pay for this myself. The store manager has been so rude about this I dreaded going into the store, and now the problem has been solved at my expense I will never go into the store again. If you want good customer service or if anything goes wrong avoid this Company.”

Helpful Report

Posted 5 years ago

“Damaged woodwork and walls front installation. Overcharged and took months to refund this. Blocked the toilet with excrement and left without letting us know or offering to unblock. The incorrect joiners were ordered for the carpet. Nails can be felt underfoot on the stairs and bedroom. Stain on the carpet which was supposed to have been replaced but we were left months with no contact. Requested compensation for unblocking toilet and damage to freshly decorated woodwork and walls. Carpet right refused then after appealing offered a measly refund £xx which doesn’t even cover the professional unblocking of the toilet which their men caused. Stress, hassle and bad customer service. Wish we’d never shopped here. Utterly shocking and disgraceful. DO NOT SHOP HERE!!”

Helpful Report

Posted 5 years ago

“Customer Service is terrible. Zero communication between store and fitters meaning they turned up 4-5 hours after expected affecting our day. Made Carpetright aware online and received no response. Poor communication and will not be returning.”

Helpful Report

Posted 5 years ago

“Utterly appalling customer service. Firstly frittered damages my stair while templating the runner- Then I couldn’t reach the branch via phone or email- no body ever gets back to you. We paid for the damage stairs to be repaired. And carpet right couldn’t give two hoots! Once I found a good fitter- he discovered the stair carpet had been measured incorrectly.... but he got around the problem (older guy been in the trade for years- total life saver) The branch manager- Heather! Ordered the incorrect stair rods!!!! Still waiting for new ones to arrive! Guess I’ll be buying more. I have so much carpet left over that’s been whipped- I can only assume someone got that wrong too and it looks like I’ve paid for 2 stair carpets. Left message with the Brance and nobody’s got back to me! Utter joke.. AVOID THIS PLACE”

Helpful Report

Posted 5 years ago

“I really wanted to give 5 stars because the carpet and flooring purchase was excellent. Following up our complaints though was pretty non existent and when they did reply it’s clear they didn’t read my complaint. In the end we had to find out who the layers were and arrange them to make the repairs ourselves. In our case we believe Carpetrights choice in carpet layers and flooring layers needs some attention. I observed the stair carpet layers throwing cut offs down into the lounge hitting the walls on the way down rather than carrying them down. Lazy. Our laminate floor was left with an obvious scratch which was spotted as soon as the layers cleared off. We know mistakes happen and I have previously laid flooring for companies in the past but from what I saw and paid for in terms of the laying, the rushed job, quick to leave quick to take the money...I believe Carpet Right need to consider who they contract work out to. Perhaps they get the cheapest layers in who knows. Next time we will organise our own layers obviously.”

Helpful Report

Posted 5 years ago

“Absolute rubbish! Ordered a bed they turned up in the morning today saying they had the wrong address a completely different number to our home! But for some reason was actually outside our address but said they had a different address??? Weird right.. then they said they couldn’t give us our bed because they had a different one but yet somehow the man was explaining this right outside my door??? Explain that one! Then my partner had to go into store with I.d to then infact have it back delivered to us after fuss with them for the same day lady said she would stay incontact with us which we had lack of and still bed hasn’t re-arrived... thanks carpet right but never again will we be purchasing anything from you again!”

Helpful Report

Posted 5 years ago

“There should be an option to give -5 stars. Where do I even begin? Totally heartbroken. Carpertright have destroyed our new build home, spent over £10k, we ordered and paid for dry back vinyl, click was delivered and installed without our knowledge or consent. Fitted to pass off as dry back, underlay was maliciously fitted UPSIDE DOWN and the clear plastic film not removed. Flooring is lifting up all over, gaps everywhere, zero prep for upstairs, no waterproofing in bathroom and en-suite although we were told that we would have waterproof membrane down, we are now at risk of water ingress and ceilings coming down. We gave Carpertright 6 attempts (inc original fitting) over 4 months to put this right, we were lied to time after time. They sent their own inspectors, and both occasions we were told that the flooring was wrong and total uplift needed. This is was also confirmed by the CEO Wilf Walsh. We had a long letter from Wilf apologising for Carpertright letting us down on every level and that we would be put right. All the mistakes they made would be rectified and will make sure all damages to our property is taken care off. Then nothing! No uplift and replacement and no refund or refund of consequential losses, nothing. We had an independent flooring inspection through the Furniture Ombudsman, (if you want an inspection, please go through the Furniture Ombudsman as any other inspector is seen as “competition” by Carpertright”) and the lengthy report showed that the wrong floor was installed and damages made to our property because of this. We have taken the finance company to the Financial Ombudsman to get our money back under the section 75 of the consumer credit act but Carpertright are fighting us on every single level, bullying tactics. We have now had to order new flooring through a new company, having a total uplift and fitting of our new floor while having to pay for the Carpertright floor. We will be out of pocket in and around £22k-£25K. This has broken us as a family. The he’ll continues...”

Helpful Report

Posted 5 years ago

“worried now”

Helpful Report

Posted 5 years ago

“Spend six hundred pounds on my kitchen vinyl , seven months later I started noticing cuts and teas on it after a number of phone calls and emails to the Hunslet store the manager disided to come and look at the problem his attitude was apolling asking me if I sleep walk do I were steleto shoes at home do i have pets or grandchildren ?I have been in contact with them for over a year now hoping for them to replace it or my monny back but nothing have been done and dont believe they are going too also they tall me that the damage have been cose by badly used of it i do live on my own and were sleepers at home . I have now disided to give up the fight as it was cosing me a lot of stress and sleepless night this was in the Leeds crown point store wich has now close down the Hunslet is the one I have been in tach with .so my advise to the Yorkshire people is to keep away from carpetright if you know what''s good for you ! I can not believe some stores are still open .by the way my vynel now have got about 30 cuts and nips on it stress me to look at it .”

Helpful Report

Posted 5 years ago

“Awful experience, I will never EVER shop at CR again. Two months from purchase to fitting, no calls from anyone with updates (I always had to chase), honestly the worst service I’ve ever received. I regret shopping at CR do much!!”

Helpful Report

Posted 5 years ago

“Very poor customer service. 16 days on and no delivery and no communication from the shop. We tried to contact them multiple times and all we have heard that they are busy and carpet might be delivered or might not be!”

Helpful Report

Posted 5 years ago

“First of all they forgot to put the fitting on the diary! And then the following week they said first thing in the morning will be fitted but it didn't happened untill 4:00pm!! Very unprofessional on the phone!! Never again!!”

Helpful Report

Posted 5 years ago

“Avoid online team”

Helpful Report

Posted 5 years ago

“Terrible customer service! It took almost 10 weeks to get the carpet fittet. Had to rebook the fitters three times as carpet was damaged no one realised, the fitters didn’t get any information from Carpetright so they overbooked them, the size was wrong again. Wrote a complain and response was “we apologise for the inconvenience we caused” Sorry but it’s not enough! Not recommended stay away, if anything goes wrong they don’t do any compensation as part of Carpetright policy. So be prepared to get a sorry if you luck!”

Helpful Report

Posted 5 years ago

“As a return customer, I expected to receive the high standard of customer service as original. Ordering was easy and done over the phone. Collecting the carpets was an issue and felt this was because I organised my own fitter. Fitting commenced on two upstairs bedrooms and stairs. When it came to the last room it was noted that the carpet was inaccurately cut by the warehouse which led to it being short on the final edge. On contacting the branch to arrange a solution their customer service was very poor and less than impressive. I was basically informed that carpet right were not prepared to help at all. This was on the premise that my fitter had already correctly aligned the other 3 edges without cutting anything material. We are now at stalemate and I am now having to source a new carpet at my expense for a fault caused by others. Be aware this company is happy to sell you a product but are unhappy to help when things go wrong. I won’t be buying from carpet right again!!!!”

Helpful Report

Posted 5 years ago

“An example of good customer service: I was in a popular cafe brand and found a twig in my scone. I took it back and asked politely if I could have another one, this is all I was expecting but instead they refunded my entire order (I was with a friend), gave me another scone and told me I could go into their shop and pick out anything I liked. I picked a small chocolate bar to the sum of £3.50 but the person at the till gave me 3 more as a way of apology. I was overwhelmed by this level of customer care but that is not all. I received a letter a couple of weeks letter with further apology and another £5 voucher! I never asked for this, or caused a fuss, just simply asked if I could swap my scone. For one little twig I received over £30 worth of products. Would I use this company again: YES Would I recommend this company: YES A second example of good customer service: My 4g network went down for 3 days. I contacted the company to see if they could fix it. They went above and beyond but couldn't pinpoint an exact cause. They immediately offered me a new sim card to try and fix the problem and on top of that took £10 off my bill for the 3 days I was without internet. I did not ask for this but it was immediately offered because, as they stressed, customer care was very important to them. Would I use them again? YES Would I recommend them? YES Now to my example of BAD customer care: Before christmas I ordered new carpets for my house, which was under renovation. I was having the whole upstairs done as well as the stairs costing nearly £800. Bearing in mind Christmas is a stressful time and I had guests coming to view the progress made on the house so far, I paid extra for the place to be tidied up, to take some of the pressure off. I was unable to be at the property so left the money for the fitters and a key at the Carpetright store in Hull. I came home from work excited to see the new carpets and try and get all my furniture back upstairs and the house in order before my guests arrived the next day. This is where my problems began. 1) Despite my carpets being fitted at 9am, EVERY SINGLE light was left on in my property when I came home at 5pm. As someone who is currently studying with no form of employed income, I am very careful when it comes to saving energy. It is worth noting that my energy bill was almost double for that month, depsite not having many christmas lights or using my heating that much (December was a warm month) 2) The place had not been cleaned. There were bits of carpet EVERYWHERE, even in rooms that had not fitted with carpet. I immediately rang the store who cannot be faulted in the fact they immediately refunded the money I had spent on getting the place cleaned, but then I had to waste MY TIME cleaning the place up when I already had ALL my furniture to move back upstairs. 3) Now this is the best bit. My bathroom was being renovated, the upstairs bedrooms had all my bathroom furniture and tools in but they had to be cleared for the new carpet. So I had piled everything into my very small bathroom. Including white good, bathroom cabinet, tile cutter, wallpaper stripper, tiles and various other tools and boxes that I didn't want to lug downstairs. The floor was back to bare chipboard and the walls were unpainted. The bathroom cabinet was up against the toilet which was midway into the bathroom and not accessible without climbing over the tile cutter. When I had finally finished hoovering my house I started to move things out of the bathroom so I could work on getting it more usable for my guests despite it being unfinished. This is when I discovered the horror that the carpet fitters had left in my toilet. Without going into too much detail, whoever it was had had a pretty spicy curry the evening before... Because the toilet wasn't fully connected, they were unable to flush this away, and this had been sat in my toilet for a good 24 hours. Cue the marigolds and the unpleasant job of having the make my toilet fit for society. To this day I'm still baffled by a) how they saw a bathroom with no visible floor due to amount of stuff in it as something that was usable and b) How they even managed to climb their way to the toilet and c) How they managed to sh*t in my toilet, without either sitting sideways with their feet in the air or straddling it with their knees up against the cabinet and conducting their business while hovering in the air. I immediately contacted your customer care team and told them the sorry story and after a long wait received this email: Dear Ms ***** Thank you for contacting the Customer Service Team. I am very sorry to hear of your experience. This is not the service that we expect our customers to receive or wish them to have. Details from your complaint will be used to help us improve our services. We are continually providing training to make sure that the standard of customer service and communication is above and beyond our customers’ expectations. We very much appreciate the time you have taken to inform us of this incident. We do hope that at some point in the future we have the opportunity to restore your faith in Carpetright. Thank You Kind Regards Customer Service Team **Insert incredulous profanities here** To add insult to injury I completed my order through a cashback website, followed the instructions to a tee but was told months later I couldn't get my cashback because my order number began with 1189 instead of 1802.... Would I use Carpetright again? ABSOLUTELY NOT Would I recommend Carpetright? HELL NO.”

Helpful Report

Posted 5 years ago

“Carpet not delivered when expected. Rude shop manager, no resolution and turned it round to be our fault and denied anything he had said. Will never use this company again”

Helpful Report

Posted 5 years ago

“I was really pleased the way Bilal and Balvinder served me they were really knowledgeable and knew what they were doing. They also help me choose my laminate and carpet also Bilal looked after me from start and finish. He normally works in Charlton and sometimes Catford.”

Helpful Report

Posted 5 years ago

“Absolute shambles!!! Appalling. I will never use CarpetRight ever again! The sales teams (Martin) was so friendly, but once I’ve arranged all the finance, the problems start. We got carpets for all upstairs and laminates for downstairs in a new build, which they went to measure. 3 weeks before hand, they arranged for 2 separate parties to come in separate days to fit them. Laminates problems first (yes, problem with both…) 3 days before the laminates guy was meant to come in to fit the downstairs, they said they made a mistake and it was the week after. Well.. we can’t, we are moving in. So they will arrange for someone else to come and fit it (I wasn’t aware, this was a big mistake at the time). Someone called Gavin Hynes [07751 460 797](if you get this person, reject him and ask for someone else) came and installed the downstairs floor. He comes in and started to tell me he can’t install it without removing all the facial from the door frames and he can’t put them under the shirt boards … but wait … when I ordered everything from CarpetRight they knew this was the arrangement and they came to measure it … He said he’ll ‘try’ (at this point I should have realise the unprofessionalism). I came back later and he had cut the facial from the door frames at about 6 inches high. WFT. He stick them back on after he had laid the floor. He is also a con because he had 3 pacts of unused laminates that he did not give to me, I saw it in the van. I went straight to CarpetRight to complaint but got nowhere. CarpetRight is saying this need to be resolved between me and the installer but WTF… you sent him. I continue to complaint to CarpetRight on this for over 2 months. First, I emailed them but no reply. I went to the store (Hermiston Gait, Edinburgh) and they said ok, we look into this. A week later after no reply I go back and they erased the email and have no record of this. Then they said the manager has just been replaced. Fine, new manager (Mhairi), waited and waited but nothing … called up again and again and just kept saying she was talking with her regional manager but got nowhere. This is still unresolved. The upstairs carpets. When we purchased the carpets the sales guy said it would be all one piece in the rooms. This room was about 4 metres in length so no problems as the carpet we picked was 5m. Once installed, I thought it was fine, all looking good. But after a day I notice there was a break in the carpet. I only found it because I could feel the glue underneath. Went to CarpetRight again to complaint. They acknowledge this was their problem and was willing to arrange to replace it. This took forever. I have to wait 2 months for them to get the same carpets back in. Finally, got a date in Jan 2019. My first installation date was Oct 2018. I had to remove everything in the room to allow installation … but wait the story doesn’t stop here. They call up in the morning of the installation and tell me something is wrong with the carpets, there’s a fault line. I had taken leave off work to ensure it was installed proper but I would need to wait again for another batch. The manager kept saying Monday, then Friday then Monday. So for 2 weeks I waited with all the furniture in the other rooms waiting for this carpet. Finally, they came 2 weeks after. I am amazed how such a big company would allow this.. the level of reputational damage. It a real shame CarpetRight is not in the Ombudmans scheme because I checked. It’s no wonder CarpetRight has a CVA, with this kind of staff. You might see this same post in 3 other locations as I have 3 emails sent to me to review CarpetRight. Best you consider other options If you’re even considering CarpetRight. Best of luck if you dare. Hope this helps anyone in the future.”

Helpful Report

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews