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

“Estimator came and priced up hall stair and landing carpet. Called store and paid for carpet and advised i would get a call back soon with a fitting date but nothing heard for weeks. Several calls to the store, no answer but messages left, however, nobody got back to me. Emailed customer services twice and no response. Called customer services waited over 30 minutes for an answer. They did not want to deal with my concerns and put me through to the original store who denied receiving any messages from me, despite me having proof of calls on my phone. Finally got a fitting date for 17/8/20. Got up at 5am to get everything ready. We have a toddler so had to remove stair gates and now have exposed carpet gripper/spikes everywhere etc. Wife also takes a day off work so someone can be at home. Carpet fitter turns up nice and early 7.45am as advised, and finally we thought we were getting somewhere until he realises its a stair carpet etc. I felt sorry for the chap (who seemed a really nice guy and he has fitted carpets for me before) He wasn't advised it was a stair carpet etc and had been given no plans, also he had nowhere to cut the carpet. He looked very embarrassed and was very apologetic but said it was unlikely the carpet would be fitted today etc turned his var around and drove off into the distance. Not his fault but come on Carpet Right get your act together. You have mismanaged a simple job, totally incompetent in everything you do - you never used to be like this, no wonder the company has problems. I have no idea when this carpet is going to be fitted, we now have to navigate out stairs etc avoiding spikes, our toddler is now going to be restricted as to where he can play. I am totally in the dark. I'm not going to use you again, you simply aren't up to the job. Carpet Right or Carpet Wrong?”

Helpful Report

Posted 4 years ago

“I have been fobbed off since last year. Passed from pillar to post. Added a review on trustpilot and suddenly seemed like I was getting somewhere. No! Passed back to one of the five or six customer service agents who basically don't care. I want someone (not the incompetent fitters or rude store manager) to come and look at the awful job. No chance of that I'm afraid. Got my cash and dont give a toss. Never again! I tried leaving photos on here. Can't do that.”

Helpful Report

Posted 4 years ago

“I ordered laminate and carpets for two rooms and my hallway. I arranged for fitting for two dates. The first fitting went as planned. When the fitters came to do the final installation all the remaining laminate was damaged therefore the final fitting had to be cancelled. I contacted my local store and they said it would take at least a month for new stock to arrive from Belgium. Belgium???!!! Forward to today (14th August) I received a call to say the laminate I ordered is out of stock and i would have to wait until the end of September 2020. I spoke to the store manager and requested a new order. The reason for the delay is that there’s no stock in the U.K !! All the laminate is ordered from Europe and Covid has messed up supply lines. I find that hard to believe as other U.K. based retailers can get orders to their customers within a week. Meanwhile I have no carpets or flooring in my house, no access to my living room and furniture everywhere while trying to work at home. I am extremely disappointed and once this is all over I will never buy from this company.”

Helpful Report

Posted 4 years ago

“5wks you had our money paid in cash and no flooring or call to say when we will have our flooring fitted ,don't use carpetright”

Helpful Report

Posted 4 years ago

Hi Amanda I’m sorry to hear that you haven’t been contacted in regards to your order. Please can you email your order details customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 4 years ago

“Visited Dorking branch and purchased a bedroom carpet and fitted, all went well so paid and waited to hear from them, After two weeks still no contact so I phoned and asked for a update, they said pick 3 days next month to arrange a fitting, I did, and they said they will get back with confirmation, after another week or more still no confirmation, I called again and they confirmed the date, so I waited a few weeks and as it got nearer I wanted to make sure all was going ahead as I needed to clear the room of furniture, I couldn’t get any answer from phoning the shop, so called customer services, they couldn’t get a reply from the shop so they emailed the shop to contact me , They never did contact me, all I wanted was confirmation and approximate time, AM or PM so I could make it easier for the fitter, 30 minutes before his arrival the fitter called me, at last someone got in contact, So unfortunately it seems after you have paid the Dorking shop feels the job is over for them, well it’s not, and the lack of communication and me having to do ALL the chasing just to find out basic customer information is disgusting, if this is just a local shop issue then they need retraining in how to look after the paying customer in basic communication and updates on how their purchases are going, OR they need sacking and someone who knows how to run a shop which is customer based takes over and realises that lack of communication is any companies biggest downfall, in this day and age it’s not difficult to keep you updated via any of the many ways due to modern technology without having to talk or take up a lot of time, with this experience I am not impressed with the service I received after payment, excluding the fitting, VERY DISSAPPOINTED, just communicate and don’t leave it all to the customer to try and get the information that you should be giving,”

Helpful Report

Posted 4 years ago

Hi Trevor I’m really sorry for the lack of communication. We can assure you this is not our standard of practice and passed your feedback over to the Store Management team to improve our services. Kind regards, Dilan

Posted 4 years ago

“Terrible service! The carpet fitters are a disgrace came into my house swearing in front of my 3 year old daughter, charged us more than quoted for fitting and then broke one of our doors and was not going to say anything regarding this until I noticed. When confronted he blamed us for having "cheap" doors and offered us £25 to get a new door (originally the doors cost £110 each plus fitting).. Emailed carpet right who said they were not prepared to do anything as the fitter said it was our problems. Absolutely disgraceful, now we have to pay for a brand new door to be fitted. We will go elsewhere next time as we feel like we they do not care that we have spent over £3000 on new flooring with them in the last year!”

Helpful Report

Posted 4 years ago

Hi Daniel Thank you for taking the time to leave your feedback. We will pass this over to the Store Manager to look into this further for you. Kind regards Dilan

Posted 4 years ago

“Placed an order online 15th July 2020, still not received product. Emailed several times and called customer service which took 45 minutes to answer! Was told they don't know which branch my order is in or if they even have it.. My order number is - 364020. Just want my order.”

Helpful Report

Posted 4 years ago

Hi Sam I’m really sorry to hear that you haven’t been contacted in regards to your order. Our colleagues will contact you to discuss at the earliest opportunity. Kind regards Dilan

Posted 4 years ago

“bought carpets for 3 rooms when fitter came to fit lounge the carpet had been cut short in length. Several calks 3 weeks later despite promises and a comment of at least you have a carpet still no replacement”

Helpful Report

Posted 4 years ago

Hi Nicholas Thank you for taking the time to leave your feedback. I’m really sorry about your experience. Please email your order details customer.services@carpetright.co.uk so we can help. Kind regards, Dilan

Posted 4 years ago

“Purchased and paid for a carpet on the 6th March at your Bridgend store. Still not had my money refunded despite having never received my carpet. Head office calls are not answered nor are the phones in store. When I finally managed to see someone at the store been told you changed systems and as my order was on old one only head office can issue a refund. Still unable to contact anyone from your customer service. You are ripping people off and stealing their money. Disgusting company”

Helpful Report

Posted 4 years ago

Hi JohannK I’m really sorry to hear about your poor experience. Please email your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“placed order wed evening after coming home looked at the hidden extras used you for years and my daughter phoned thurs morning 9a.m said wanted to cancel was told there would be a £70 charge my receipt was on blank paper did not sign anything was told it would be on the back just blank thought you had a cooling off period was told would get a call back nothing phoned customer services said she would get branch to phone me asked the MD'S name but phone down now Friday heard nothing about refund”

Helpful Report

Posted 4 years ago

Good afternoon, Thank you for your feedback. Please would you be able to email your details customer.services@carpetright.co.uk and we can look into this. Many thanks, Dilan

Posted 4 years ago

“Carpetrights carpets can be bought elsewhere under different names. It turns out that their Emperor range is Stainsafe Heritage Heathers by Balta . I feel totally ripped off. Its £36.99m2 at carpet right and can be bought online for around £13m2. It’s also called Empress at SCS. So I hope this will help others to not get ripped off with carpetright and SCS fantasy prices.”

Helpful Report

Posted 4 years ago

Hi Thank you for your feedback. Please see our price match policy on https://www.carpetright.co.uk/customer-service/customer-promise/ and email customer.services@carpeyright.co.uk if you wish to discuss further. Kind regards Dilan

Posted 4 years ago

“The door of one of my bedrooms was closing fine before the Carpetright fitters worked on new floors and carpet. After their work, the door was no longer shutting. I complained to the shop (Solihull) and they told me I should trim the bottom of my door (!), which would cost £15 and they are unwilling to cover. I am paying more than £3000 and they are not going to cover £15 to fix a problem that they caused. Their fitters work proved to me quite unprofessional and shoddy. I will never use their services again and will not recommend this company to anyone.”

Helpful Report

Posted 4 years ago

Hi Andrea Thank you for taking the time to leave your feedback. I’m sorry about your experience. Please email your details customer.services@carpetright.co.uk so we can assist you further. Kind regards Dilan

Posted 4 years ago

“No customer service at all, useless at best store acknowledged my complaint , head office were e mailed 8 times no responce. Watch out for hidden charges they don’t tell you about and Del Boy fitters trying to get £140 to £ 40 extra”

Helpful Report

Posted 4 years ago

Hi Stephen Im sorry for the lack of communication. I’ve shared your feedback with the Store Management Team for further investigation. Our colleagues will contact you to discuss further. Kind regards Dilan

Posted 4 years ago

“No communication from head office or reply to complaints in over 3 weeks. Even had to make a complaint for them not responding to my original complaint! No reply from that either. Shame. Want to buy carpet up to £1000 and they don't seem remotely interested.”

Helpful Report

Posted 4 years ago

Hi Gary I’m sorry to hear about your poor experience. Please email your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Ordered our carpet on 06/06/2020 paid for the carpet in full that's the last we heard from them on 30/6 I called them to see when the carpet will come and be fitted after a long surch on their system they finally found our order they dont know what's happend to the order and said they only have delivery's on Monday so will probably be with then on the 6th or 13th of july. I've called the shop again today 13th and same thing they haven't a clue what's happend the young lady said she will chase up the order, This afternoon I called back again got through to the same lady who said again she's trying to find out where the carpet is but she can't get through to the relevant department. I'm really not happy with the service I'm getting.”

Helpful Report

Posted 4 years ago

Hi Thank you for taking the time to leave your feedback. I’m sorry to hear about the service you received. Please email customer.services@carpetright.co.uk with your order details and we can look into this further for you. Kind regards, Dilan

Posted 4 years ago

“They are a waste of time trying to ring them,there head office is closed,the shops don't answer the phones,take your money,and after that,they cannot be bothered,I suppose the only time theyanswer,us if you put in a order disgusting service the answers to questions below,cannot answer,no carpet,or response”

Helpful Report

Posted 4 years ago

Hi Barry I’m sorry to hear that you are unable to contact us. Please email customer.services@carpetright.co.uk with your details so we can help. Thanks, Dilan

Posted 4 years ago

“Weeks went by without a delivery date & the only phone calls were when I contacted the store! Despite numerous promises to return my calls we heard nothing! Finally, after having threatened to cancel the order I was given a fitting date. Came the day of fitting the fitters damaged the paintwork in every single room, they then cut the wrong carpet for the stairs meaning that they didn't have enough to finish the job. Two weeks down the line we still only have half a carpet fitted & as a result the underlay has now been damaged by us moving a table. I've lost count of the calls made to customer services (who are still milking the closed due to coronavirus excuse) & the store won't give me a contact number for a regional/area manage or a fitting date to complete the work. Out of 5 stars it's a shame I can't leave minus 5.”

Helpful Report

Posted 4 years ago

“Forgot my password. Went through the process to reset. Box asks for email address to be put in, but its actually the password they want. That took a while to work out. Worked through the form to order my carpet for collection. Refused to accept the order - 5 times. Phoned the number given to order by phone. After 1 hour 15 mins, still waiting for an answer. DO CarpetRight actually want business or are they going bust and shutting down? This is not the way to get business.”

Helpful Report

Posted 4 years ago

Hi I’m sorry to hear that you were unable to place an order online. Please email customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“Very good service. Friendly and helpful salesman. No pressure”

Helpful Report

Posted 4 years ago

Hi I’m so pleased to hear about your great experience with us. Thank you for your feedback. Kind regards Dilan

Posted 4 years ago

“I ordered vinyl flooring 10 days ago and have heard nothing, l have tried ringing both local and main number as l also had a query and both numbers are unobtainable. I know there is a phone in the shop as it was answered when l was in there.”

Helpful Report

Posted 4 years ago

Hi I’m sorry to hear that you are unable to contact us. Please email customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews