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 am at my wits end with Carpetright. In July I paid for 1x bedroom to be the same laminate that Carpetright had fitted throughout the house the previous September. At the same time I complained about the beading they had laid - which is peeling badly in all main tread areas and needs replacing (under 1 year old). The fitter eventually came to do the bedroom in August, he did the fitting...and came downstairs to advise that there wasn't enough beading to finish the room and that it was also the wrong colour as was the door bar which were all a completely different tone to the rest of the house. I was told to contact Carpetright to arrange another appointment to correct the colour, finish the job where there wasn't enough beading laid and to replace the damaged beading in the rest of the house. Carpetright told me someone would be in touch when the parts were available and an appointment was scheduled for 15th September (another day off work). On 15th Sept I got a call from the fitter at approx 10am advising they could not attend and that I would need to re-schedule. I made a further appointment for 30th Sept again taking the day off work. This time I heard nothing all day until I got a text at 17.39 advising they could not make the appointment and that I needed to reschedule. A 4th appointment was agreed for Monday 3rd October (day off work). The fitters arrived as agreed at 9am, bringing the parts into the house. They immediately realised that the beading and door bars given to them by Carpetright were incorrect as they were all the wrong colour. They left, advising that I need to contact Carpetright to arrange another appointment! Throughout this, I have been emailing Carpetright Customer Services. I have asked for an escalation and made it clear that I want to make an official complaint. This request has been completely ignored. Their response is that as long as I have a booking in place, there is basically no issue. I currently have an unfinished bedroom that does not match the rest of the house - and peeling beading elsewhere as what I have paid good money for is essentially a soft chipboard with a paper cover so you cannot wash it as the corners that are cut, expose the chipboard which expands when it gets wet. This stuff is NOT fit for purpose. as you need to be able to wash your floors. Carpetright response was that maybe I am not wring the mop out enough! I also asked Customer Services arrange for someone senior come round to view the 'issues they have left me with, I have also sent photos. Again no response to my request. I have spent thousands with Carpetright, wasted precious holiday days and spent far to long trying to get a satisfactory result for the money I have spent with them. Do not use this company!”

Helpful Report

Posted 2 years ago

Good morning Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 2 years ago

“If I could give a zero rating I would. Ordered flooring and told it would be 7-10 days. 20 days on despite several emails and phone calls still no wiser as to when my flooring will be delivered even though I paid a substantial amount upfront. Last week I was told it’s been out of stock but it’s back in now and will be delivered in 2 days…. They lied. Got an email earlier this week stating order is being prepared for dispatch and someone will contact me. Absolutely appalling company. Don’t touch them with a barge pole. I am going to take the matter further !!!”

Helpful Report

Posted 2 years ago

Good morning I am sorry for the delay with your order, please can you e-mail customer.services@carpetright.co.uk so we can help. Many thanks Dilan

Posted 2 years ago

“hahaha i have just had my home measured for luxury vinyl flooring by carpetright and was about to arrange to have it fitted, so glad i read reviews first...so many not just bad but terrible reviews that i wouldn't let them fit a lightbulb never mind a floor”

Helpful Report

Posted 2 years ago

“I had carpets fitted seven years ago From the clapham store, and was very pleased, I am at a loss at where tobgo for new flooring and carpets after reading their really bad reviews. I am 84 in sad decline , and want to update our home for my husband, So have no time for company disorder. Where does one go to get unstressed Service from chaotic company's. Patricia Bell”

Helpful Report

Posted 2 years ago

Good afternoon Thank you for your feedback. I'm sorry to hear about your experience, please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 2 years ago

“I would highly recommend to stay away from this company. Their customer service is awful, we called them so many times and email them at several occasions but no response. Every time you call them they give this email address customer.services@carpetright.co.uk and claim to respond within 72 hours. But you will never receive any response back from them. Don’t waste your time and hard earned money with this useless company.”

Helpful Report

Posted 2 years ago

Hi Shivani Thank you for your feedback, I'm sorry to hear that you haven't been contacted. We have checked our Customer Service inbox and couldn't locate your e-mail from the e-mail address provided along with your review. Please can you e-mail again and FAO Dilan so we can help. Many thanks Dilan

Posted 2 years ago

“Carpet right are incompetent in customer services complaints - I could list a catologue of problems in terms of fitting, including health and safety concerns that remain unresolved after a month of dealing with the complaints department. They do not employ their own fitters (as advertised on their website as ‘trusted’ and ‘expert’) and therefore take little or no responsibility to resolving any issue or damage or problems caused by these fitters. Do not use this company - under ANY circumstances if you want a carpet fitted! They will sell you it, but if they can even find a fitter available they will send a fitter who is incompetent, rude, damages you home, leaves hazards for children and refuses to correct it. Complaints customer services are slow, don’t resolve issues, waste time arranging fittings with fitters that can’t complete work, as have the wrong or no equipment or have the wrong underlay or door bars. They charge you for gripper rods but don’t replace them for new. This is stealing! They do NOT fulfil any code of practice and should be closed down for exploiting the public.”

Helpful Report

Posted 2 years ago

Good afternoon I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 2 years ago

“Home measuring service booked-salesman was rude, and unhelpful. Huffed when I asked him to bring samples into the home! First fitting date- No one turned up. No explanation until I chased the following day (no one answers call either!) Second fitting date - lovely fitter but sadly original guy had measured wrong so couldn’t fit. Third fitting date - lovely fitter again. All ready to go but hadn’t received updated plans…. When I complained was told we didn’t refund/compensate but are very sorry and would I like to talk through the reasons for my complaint and could I send all my emails! …. 3 months after booking, am still waiting for my carpets. Worst service, and customer service I have ever encountered.”

Helpful Report

Posted 2 years ago

Good morning Thank yo for taking the time to leave your feedback. I am sorry to hear about your experience. Please would you be able to e-mail customer.serviecs@carpetright.co.uk so we can look into this further. Kind regards Dilan

Posted 2 years ago

“Abusive fitter, poor fitting, damaged my property, took all of my flooring up and left me without flooring for over 5 weeks and now won’t take any responsibility. Have to take the fitter to court to get damages resolved. Actually sounds like I am making it up because it’s that bad but they have ruined my home. Terrible service. Avoid at all cost”

Helpful Report

Posted 2 years ago

Good afternoon Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience with the third party fitter. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 2 years ago

“Frustrated with independent flooring companies telling me it will take around 4 weeks to get materials and 2 weeks to fit a new laminate floor in my one bedroom flat, I turned to Carpetright and my prayers were answered. From the moment we met Qasim, our fortunes and our dreams of a new floor changed. Qasim was on the ball with everything. He gave sound advice, arranged a survey, offered competitive prices, laid samples all over the shop floor, and best of all, promised an early fitting date – which was met. The fitters were charming guys, fast, hard workers and completed the job in under 2 days. When we noticed a few snagging items, Qasim got them back, over 200 miles, free of charge and the job is now “Perfect”. Thank you Qasim. Thank you Carpetright Slough. Customer Service at its best.”

Helpful Report

Posted 2 years ago

Hi Greg Thank you very much for your feedback! It's brilliant to hear that you were able to get you the products you needed, and you were happy with our team’s service. We will make sure to share your wonderful comments and look forward to seeing you soon. Kind regards Dilan

Posted 2 years ago

“we have had 2 fitting dates cancelled the second one at a days notice saying that the item was not available we have had to cancel other works and no compensation was offered and no guarantees that the lino will be here by the next date”

Helpful Report

Posted 2 years ago

“bought a housefull of cream '100%wool carpet'- 1. the 'fitters' and I use that term loosely, were utterly rubbish, carpets cut 2 inches from skirtings, didnt hoover or take their rubbish despite paying for it to be taken and cleaned-they tore wallpaper and damaged skirting and doorframes 2.pile had wood shavings and random pieces of plastic fibres in it (blue nylon rope anyone??) we joke it was the sweepings from the factory floor in carpet form 3. professional karcher carpet machines will not clean it as the pile is so small it considers it material and theres no pile to scrub-so it cant be cleaned(a houseful of cream in the countryside) company utter rubbish, product unfit for purpose third party fitters used by them shoddy”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to hear about the poor job the fitters have done. 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 happy with service I've received from the Spalding store, would like to mention Paul who is a true credit to Carpetright. Can't wait to get the carpets fitted!”

Helpful Report

Posted 2 years ago

Hi Emma That is great to hear, I am really pleased you were happy with our service. We will make sure to share your kind comments with our store colleagues and we look forward to seeing you again. Kind regards Dilan

Posted 2 years ago

“Retail Abuse - Reference CAS-93887-G5B7B7 CRM:019705215 This is a beyond despair account, of how CarpetWrong ruined our lives! Carpetright inflicted an extremely high level of remarkable, total and complete, absence of customer service and care on two OAPs. Undeniably, CarpetWrong is managed by people who were possibly former betting shop employees! Only two bare concepts are in their cerebral cortex, 'WIN or LOSE!' They 'win,' you 'lose!' To Carpetright, customer care is most definitely, a Chinese takeaway! The Sad Saga: My husband, 71 and I 62, paid a significant amount of money to Carpetright for Monmouth Twist Carpet, manufactured by Cormar; inclusive of installation to cover our three bedroom house and conservatory. After the carpet was installed, excessive fluff and shedding would not abate; the massive shedding and fluff resulted in dust covering everything in the house, making the Sahara look really small! We took a bag of the excessive fluff and shedding into the Carpetright store; also showed photographed images of the excessive shedding, sticking to shoes, socks, and feet; we also stated that, breathing in the dust was a health hazard. We even invited Carpetright to send a representative out to us to examine the Carpet, as never before, had this high amount of shedding, dust, and fluff, had been seen. Carpetright completely ignored all our pleas and incredibly, refused to send out anyone; instead insisting that there was no fault with the carpet, as Cormar the manufacturer had advised them. We informed Carpetright, that faults can become evident after delivery and installation of a product and therefore, asked Carpetright to replace the carpet or refund us our money; we were still within our 30 day legal rights for defects. For over a year, Carpetright blatantly refused both requests and disturbingly continued to ignore our pleas for help ! Carpetright’s sickening contempt, forced us into paying a solicitor, an expense we could ill afford, to write several letters to Carpetright, as clearly there was a fault with this carpet. Carpetright's and Cormar's response to the solicitor, was that carpets shed, and they could not put a time frame on when the fluff would stop and once more refused to refund us or replace the carpet, we were to put up with it. We stated that there should have been a disclaimer warning about the fluff and shedding, so that we could have made an informed decision prior to purchasing that type of carpet. Carpetright next offered, to give us £25 to buy us a roller beater, for our Henry vacuum cleaner so that we could clean the fluff better and keep it down! After becoming extremely stressed, totally losing the will to live, from continuously vacuuming and dusting, as the death-wish inducing fluff and shedding kept returning, we filed a court claim against Carpetright which they completely ignored until the last minute when the Court set down a Hearing date. Then, Carpetright once more, brutally tortured us and offered to buy us a new vacuum cleaner as a settlement to the Claim! One couldn't make this up, if one tried! Oh yes, we were to continue to waste our physical energy and increase our electricity bill! We refused Carpetright’s vacuum cleaner settlement offer and sent more images, of bag after bag, of the fluff and shedding, this time to their CEO's office. After 384 days of living in hellacious dust and fluff, the living nightmare of 'retail abuse,' Carpetright's first settlement offers gave us the impression, that Carpetright’s managers, also work part time in a circus, as clowns! Carpetright’s offers were unfair and hilariously ludicrous. Finally, after painful back and forth communications, the torture ended and Carpetright removed their awful carpet and refunded us our money paid. The moral of this sad and torturous tale: THINK very carefully, when darkening the threshold of any CarpetWrong store! Thank you for reading these despairing truths. Sincerely, Two despondent souls”

Helpful Report

Posted 2 years ago

Hi Alexis Thank you for taking the time to leave your feedback. We checked your file and can see that this was fully investigated and final response was provided by our Customer Service Team. Many thanks Dilan

Posted 2 years ago

“From the initial in store enquiry, to the measure up service and finally the fitting, I was very happy with the service provided. On time, efficient and good value for money. In store help (NP) at Blackburn, most helpful.”

Helpful Report

Posted 2 years ago

“The actual vinyl was lovely when it was actually fitted.They sent wrong one then said I should have checked product number on my invoice.I went in the shop told them the one I wanted why should I check product number.then they said they would send correct vinyl as a goodwill gesture !!!How dare they blame me for their incompetence.wont go there again.”

Helpful Report

Posted 2 years ago

Hi Pamela, I am sorry to hear about the experience you have had. Pleased the team did send out the correct vinyl in the end. Regards Dean

Posted 2 years ago

“Roman Blind ordered on 2/7. Delivered on 13/7 damaged. Left on doorstep upside down with damage not showing. By the time I noticed damage driver gone. Blind hanging off rail, rail scratched and bracket (which should have been attached) found with tucked inside package and had one arm bent. Supplied photos (taken before opening as it was when left on doorstep) and taken after opening. Customer service said they would get back to me. Still waiting (now 25/8) despite 2 chasing emails. Appalling lack of customer service. Will not be ordering any more blinds or anything else from you. For you information I have found a replacement bracket off eBay and will touch up rail. Should not have to do this. I paid good money for a new blind in new condition. Very angry and would certainly not recommend anyone to do business with you with your total lack of customer service when things go wrong.”

Helpful Report

Posted 2 years ago

Hi, I am very 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 investigate. Regards Dean

Posted 2 years ago

“Never ever, ever deal with these people, they have no control over the fitting service that they say they provide, they don't, will give you a date to be fitted, be assured it won't be fitted on that date, phone them to get excuses, and another fitting date, won't be fitted on that date either, if you want problems, and stress, these are the people who will give it to you...Shame you have to even leave one star, not worth one star.”

Helpful Report

Posted 2 years ago

Good morning Barry Thank you for your feedback. I'm sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can assist you further. Many thanks Dilan

Posted 2 years ago

“terrible experience with Carpetright. Poor quality vinyl won't adhere to levelled concrete and they're trying to simply wash their hands of a year's worth of stress and dire service. Can't market my house until the problem is fixed, looks terrible and won't be using them again.”

Helpful Report

Posted 2 years ago

Hi Angela Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk so we can help. Many thanks Dilan

Posted 2 years ago

“shockingly poor customer service after a poor quality floor was installed. CR have stalled at every turn and are determined to accept no responsibility for the problems caused by their poor service and products. Raising my complaint to the next level, disgusting.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“In September last year at the Carpetright store in Dunstable. We ordered a 4'6" base and mattress. They were delivered and installed. A 4'6" base but a 5'0" mattress!!!! It's been nearly a year now and we're are still waiting for the correct size replacement mattress. Apparently it's everyone's fault but Carpetright. Wish we'd known then, what we know now.”

Helpful Report

Posted 2 years ago

Hi Rab, I am sorry to hear about the issues with the bed and mattress. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews