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

“Carpet right sold us incorrect underlay for our stairs carpet which affected the carpet fitting. There are bumps and it is not fitted properly (job also done by their subcontractor). We complained, they agreed on the mistake and promised to solve it and refit the carpet but nearly 4 months gone and there is no action despite multiple email complaints. Totally unsatisfied with this service. Avoid by all means!!!! Total disaster and waste of time”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Basildon store are absolutely awful. We have been lied to, ignored and received absolutely terrible service, fitting and finish. We have an open case that does not seem to be getting anywhere and they have been holding our refund/goodwill money for over 6 months.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Damon Grosvenor”

Helpful Report

Posted 2 years ago

Hi Damon Thank you for your 5* review. Kind regards Dilan

Posted 2 years ago

“absolutely in tears. got a medium oak laminate floor fitted yesterday and it's yellow! it's nothing like what I picked. it's not even the correct make. I picked tegola but this is kronotex which is not exclusively at carpetright,.. have been to the store and they have said they will go to the manufacturer for a colour check but no great hope of this turning out in my favour. going to try trading standards if I get no satisfaction. it has ruined my house, devastated to say the least. the pictures online look lovely but mine just looks cheap and yellow and very light, nothing like medium oak.”

Helpful Report

Posted 2 years ago

Good afternoon Mandy Thank you for your feedback. I am 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 give zero stars if I could. Carpets ordered several months ago but 4th April was the earliest available fitting date. Waited in all day and phoned several times for updates. Nobody could tell me anything. Eventually, the fitter phoned to say that he was having problems on another job and couldn't be with us at any time. He offered us Wednesday (two days late) as an alternative. I said that was not acceptable. I phoned the store (Farnham Surrey) again and, after I threatened to cancel the whole order (4 rooms), they phoned round to get me a fitter for today. He hasn't turned up. I have received no updates. The phone at the Farnham store is not being manned. A prerecorded message keeps referring me to their website. I have no idea what is going on. Be warned, this company uses sub contractors and so Nobody is accountable. I will be cancelling the whole order and getting my money back. Absolutely useless company. Go elsewhere.”

Helpful Report

Posted 2 years ago

Hi Janet, I am very sorry to hear about the experience you have had and the lack of communication. We will look into the matter and make sure you are contacted to resolve. Regards Dean

Posted 2 years ago

“Carpet Right Watford 3.5 stars definitely not the greatest Ordered and paid for carpet/ underlay,grippers etc (all the same )to be fitted in 4 bedrooms but 1 bedroom at a time, which they were more than happy to do. 1st room 5 stars 2nd room booked a pm appointment ! fitters called to say they would be with me at 10am ?? they finished the job and asked me to have a look. I stood on the carpet and it didn’t feel the same as previous job !! at which point the fitter eventually disclosed they had used a different underlay. They tried to tell me it was a superior quality, it wasnt . I called the store , told my underlay was not in stock so they replaced with a dearer one ?? it was dearer only because it was a more environmentally friendly product NOT superior. I did accept as we needed the room back to commence next room . rooms 3 and 4 ok other issue was we ordered an additional door bar to be fitted which each fitter said we haven’t got that on our paperwork , they were lying , as i have photo evidence to the contrary.. It was fitted poorly, redone yet to see if it holds up”

Helpful Report

Posted 2 years ago

Hi Lindsay I am very sorry you weren’t satisfied with our service and thank you for taking the time to leave your feedback, it is important to us and we use it to try and improve our services. Regards Dilan

Posted 2 years ago

“I placed an order on the 5th of Feb 2022. Until this date Watford store do not know what is the status of my order. Disgusting!”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the problems with your order. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

“Went in-store on the last week they had s discount of 25% off, we wanted uplift and fitting told the course the carpet and underlay walked away thinking of this was smooth and easy, paid the quote I've the telephone, and was pleasantly surprised. Only to then realise about the extortionate fitting cost to the fitter on the day of the fitting, which isn't included in the price, we were not told this by the agent instead made to believe that we walked away with a bargain, called up the store told them we can't do it at this price so please take the fitting off we will find our own fitter, they said they can not deliver it if we do not take the fitting service so we were made to take the deliver charge of £29.99 off too. I racked my brain on how to get this delivered and could not find anyone to do this. Called the store back they said if I want it delivered they will charge more and was told to hold whilst they spoke to a first who might deliver, came back and said no the fitter has said he will not deliver it. I will have to find my own fitter who can come and cut it in store and take it away with them. Then called customer service who said they do deliver even if we not take the fitting, who emailed the store, the store called me back to say I have to pay extra as the carpet roll is too big and will need cutting so they will charge more for this. They quoted me £100 for delivery and cutting. I then went back and forth with customer service and also the store but then had enough and wanted to cancel and It was causing me too much stress and affecting already existing mental health issues. Went back and forth, cut the long story short, I went into store today as apparently online has different policies to store and it is down to the managers discretion to refund. Went into store today and asked for refund was told that I would be charged 25% to cancel as it is a binding contract after 24 hours. I was not given any terms and conditions within emails or attached to any quotes or the existing reciept. This is completely misleading and unfair and unjust. I have just paid a big amount of money for something that I haven't recieved, within just a week of making an order, for something I never recieved with misleading sales, and also a fine print which is not attached to any documention or online as you do not give actual clarification on the terms and conditions or store policies online. Carpetright this is incredibly cowboyish. I feel that you have taken my money for absolutely nothing, I have been caused stress and been taken for a ride. I am extremely upset about this and feel to take this up with trading standards. For anyone looking to buy from carpet right, please be careful, they are extremely sales orientated and want to take whatever money they can from you and then hide behind the T&C that you can't cancel at anytime within store. Absolutely shocking.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“I casino thank carpet right fitters enough for the great service they gave me when fitting carpets and vinyl throughout the house a wonderful job and great guys as well thank you so much”

Helpful Report

Posted 2 years ago

Hi Martin Thank you for your feedback! We will be sharing this with our store and continue to improve our services. Look forward to seeing you for future purchases. Kind regards Dilan

Posted 2 years ago

“first they had the wrong colour carpet, managed to change that before delivery, then took 3 days holiday so the day before could move everything out, put my life in boxes, then have it fitted then clear up, but no they didnt deliver on the day, and cant do it for another 3 weeks, was supposed to be having guests coming, and a new bed, so currently sleeping on the floor surrounded by boxes, wont give a refund as said the carpet has been cut. I will never use them again, this has caused me so much stress and inconvenience”

Helpful Report

Posted 2 years ago

Good afternoon Linda I'm sorry to hear about your experience. We always aim to provide the best service for our customers. Please could you email us with your details to customer.services@carpetright.co.uk so we can investigate this for you. Kind regards Dilan

Posted 2 years ago

“I've had an awful experience with CarpetRight over the past year. I paid a considerable amount for a new laminate floor including screeding to ensure the floor was level with the surrounding laminate. Once the laminate was laid, twice in the ensuing months the door bars connecting the new and surrounding existing laminate came loose (and remain loose now, 11 months on). I raised this numerous times with the fitter, and the store refused to help me, instead directing me to talk to the fitter and even the warehouse to sort my own problem out, none of which was helpful. In the end, the fitter is suggesting fitting a gold metal floor bar (instead of the oak-effect one I wanted/paid for) which will look far inferior to what I was promised. But even this is academic as I was told the metal floor bar is not even in stock. It's been months since I've received contact from the company and am left with a broken floor, a proposed solution that is unacceptable, and no accountability taken by the company.”

Helpful Report

Posted 2 years ago

Hi Alexander I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your details to customer.services@carpetright.co.uk so we can investigate this for you. Kind regards Dilan

Posted 2 years ago

“Ordered a king size bed in store (Canterbury) back in Jan 22... was fairly informed that bed would be approx 4 weeks for delivery. Got a notice from them for choosing a delivery date and picked the one we wanted. On the day of delivery we were told the delivery had been cancelled because they didn't have stock, which begs the question... why arrange delivery in the first place Either that means: 1, they arranged the delivery knowing they didn't have stock. 2, they don't even know what stock they have Either of which seem ridiculous, not happy at all. Store also very unhelpful. If this continues for a few more days I will be demanding a full refund.”

Helpful Report

Posted 2 years ago

Hi Steve I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your details to customer.services@carpetright.co.uk so we can investigate this for you. Kind regards Dilan

Posted 2 years ago

“I have just visited Carpetright Bedford and would like to say a big thank you to Matt and Dan for making my visit an enjoyable experience, they were very helpful and jovial as well as being very competitive on price. All I have to do now is tell them when l require the carpets and leave the rest to them to deliver and arrange fitting.”

Helpful Report

Posted 2 years ago

Hi Mr John Brett 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 your comments are given to our store colleagues. Kind regards Dilan

Posted 2 years ago

“Bought some vinyl for my kitchen. After 5 months of use it starts to come away in an area. Apparently by sitting on a chair in the vinyl this is misuse and there is nothing they can do. Appalling and would never use them again.”

Helpful Report

Posted 2 years ago

Good afternoon Thank you for your feedback. We are sorry to hear about the issues you are experiencing with your vinyl flooring. Please can you e-mail customer.services@carpetright.co.uk with some pictures of the affected area so we can help. Kind regards Dilan

Posted 2 years ago

“Ordered and paid in fully for a kIng size bed on the 9/2/22 and was meant to be delivered 26/2/22. Dismantled my own bed To prepare for delivery but then got cancelled 830 at night. Went through store for an update but found them very unhelpful, went to customer service who are chasing it up with store but still Waiting to hear back from them. Four days later still no bed hopefully fingers crossed should be here tomorrow. If not will be asking for a full refund. I wish I read the reviews before buying.”

Helpful Report

Posted 2 years ago

Good afternoon We ae 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 ordered two carpet online 18th Feb. Other than an immediate receipt of paying £700 I've heard or seen nothing. I called your Norwich shop who can gave lots of excuses but offered no update on this order, I've also tried phoning your main number to no avail. I've emailed again to another of your contact where I had a reply from Dianne who said Norwich branch would call me, despite stating that I had already called them. This is beginning to feel like a scam? If it is not, then your online service is dreadful. Carpets I bought form other online companies arrived within 3 days. I've now lost my slot for the carpet fitter. I'm concerned and very disappointed and wish I never placed this order with you. I still have no carpets! Order number: 0000018409079”

Helpful Report

Posted 2 years ago

Good afternoon I am sorry to hear that you haven't been contacted in regards to your order. We will follow this up with the relevant team to make sure you are contacted. Kind regards Dilan

Posted 2 years ago

“Giving 1 star for store location and ease of parking. Apart from this it's a total waste of time. The staff is arrogant and and fail to understand your needs. I visited this (Chadwell Heath) store in November and spent 30 minutes waiting for some one to attend me. After this visit I complained on line and received apologies with promise for better experience on next visit. I visited again on 27 Feb met with same bad service. I gave him my measurements and asked for estimated (NOT ACTUAL / CONTRACTUAL) cost but he started to take all my private particulars. When I protested at this, he implied I am stupid saying we do not want you blame Carpet Right for change of price. To this I replied I am not stupid I know that one just pays for he price of the day he signs the contact / deal. Than when working out price after verbally giving a figure for fitting, he started to add various sums making no sense at all, making fitting charges cost more than cost of carpet (carpet at £18.99 psm). After waisting 45 minutes, I left the store with vows not to visit Carpet Right again”

Helpful Report

Posted 2 years ago

Hi Sajjad Thank you for taking the time to leave your feedback. I am 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

“What is the fitting service admin charge? I have paid separately for fitting so I have been charged twice. If this is just for asking a fitter to be contacted then this is totally wrong. Also I have 26 mtrs of carpet and 20sq mtrs of underlay??”

Helpful Report

Posted 2 years ago

Hi Russ Thank you for your feedback. The Fitting Admin fee is paid to the store. This fee is paid to the store as they act as an agent when arranging your installation date with the self-employed fitters. The overall cost of your fitting is divided into two payments, for example: Fitting Costs for Carpet £4.99 (£5.59 inner London) per square metre Paid to the fitter on the day - £4.19 (££4.79 inner London) per square metre Paid to store for admin -£0.80p per square metre We hope this helps and please e-mail customer.services@carpetright.co.uk if you need any further help. Kind regards Dilan

Posted 2 years ago

“I am giving you 2 stars because the salesperson was nice and the fitter excellent. We are disappointed with the lack of communication from your Hove store where we purchased a stair carpet in Oct and paid for in full. We said that we wanted it fitted after Christmas but they never contacted us and we had to go over to the store to find out what the situation was. Firstly they could not find our order, when they eventually did we arranged for the fitter to come and were told he would ring us in the morning. He rang to say that the van had broken down and that the store would contact us to arrange an alternative date. They never rang and in the end we had to ring them but there was no reply each time. In the end our daughter had to contact them on twitter and even then there were problems. Eventually the Hove store contacted us and arrange another date for the fitter. On the allotted morning the fitter never rang and we had to contact the Hove store. We were told the fitter had rung in ill!! We said that if they did not do it that day as promised we would demand our money back. A fitter was found and arrived at 3pm. His work was excellent. This sort of service is totally unacceptable and as I have poor health caused me extra stress. We will certainly not be recommending or using you again.”

Helpful Report

Posted 2 years ago

Hi Lyn Thank you for taking the time to leave your feedback. Please can you e-mail customer.services@carpetright.co.uk with your details so we can look ino this further for you. Kind regards Dilan

Posted 2 years ago

“Terrible company lies lies and more lies . Use fitters that are not checked my floors downstairs are shocking . Air cutting jagged edges gaps and they don’t care . Had house measured by them and still carpets that were 80cm short and laminate over ordered that they charge fitting on. Daylight robbery”

Helpful Report

Posted 2 years ago

Good afternoon Thank you for contacting us. I am sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 2 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews