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

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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

“I never complain, so for me to write this demonstrates how appalling my experience with Carpetright has been. No response from goodness knows how many calls I made to their Hove branch (confirmed by their Deputy Manager who said he returned from holiday to find over 100 unanswered messages on the answerphone). I explained the need for confirmation of a fitting day as I have a disability and needed to bring in help to remove belongings and furniture from my rooms. Was told the fitters wouldn’t be coming on the morning of the fitting as they had broken down. I was told the salesman would phone around to try and find an alternative fitter. I heard nothing all day. I obviously had taken the day off work, and being self-employed this means losing money. On the day before the supposed fitting day, I had family in to help me remove everything. On the morning of the fitting, my sister drove 12 miles each way to move the last things out, plus my mattress. Following the news that it would not be fitted, I had to ask my sister to come back and put the mattress back and somehow try and find my medication (within a stacked up room with all my bedroom furniture in it) plus try and access some clothes as I had no idea when the carpet would actually be fitted. I spent the weekend in an empty room. No correspondence from Carpetright to confirm the fitting although I was told that ‘a fitter’ ‘might’ be able to fit it the following Tuesday. I took the day off nevertheless. More lost wages. When the fitters did arrive, (no advance notice by Carpetright) the carpet fitters agreed the Hove branch staff were “out of their depth”, evidently they had been given no plans for fitting the carpet when they collected it that day, and agreed the way I had been treated was dreadful but not unusual. He said the store just “blames management”. I had to ask family again to drive 12 miles each way to help me put the furniture back. On returning from his holiday, the branch’s deputy manager apologised for the way I had been treated and offered a 1O% discount to try and compensate, agreeing it was very bad. I however received a phone call from him the next day saying his Regional Manager had removed the offer because as far as he was concerned they had “met their terms”. What terms? I had received no paperwork either physically or via email at the time of purchase. As someone who has a disability, Carpetright you should be ashamed of yourselves. I will use every method I can to dissuade others from using you. For what could have been sorted by a gesture towards the poor service that your management agreed I experienced, and cost you a very small amount, (an amount I would have given to my family for what they had to do for me for a second time), the damage to potential future business for you financially by me sharing my experience, will cost you considerably. Remember the saying “Do a good job and the buyer may tell one other person’ do a bad job and you can be sure they will tell a dozen”.”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to read 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

“Avoid. After choosing our carpet and booking in for the fitting. We ripped up the old carpets leaving the underlay and grippers ready to go. Waited for a phone call as we were told between 9am-10am we would get a call from the fitters to say when they were going to come. Not a single murmur. Tried to contact the store and left messages but no response. Then contacted the 033 number, he also tried to contact the store with no luck, he then emailed them. We then got a phone call a bit later from another store to say the store staff were away and possibly the fitters couldn’t collect the carpet!!!!! Why book in when knowing the store and staff on holidays! We then complain to the main address who’s response is quite shocking to be honest!!! Saying that the booking in for a fitting is only an estimate! 1: we weren’t told of this when booking the day for fitters to come and 2: why the fudge would it be an ‘estimate’ knowing full well the customer needs to empty the room, carpet etc 3: i now have exposed grippers with 2 young kids toddling about 4: taking time off work to be here for an ‘estimated’ fitting and now have to take the time out on another where what is that only an estimate too so they may or may not turn up!!! I’ve not known anything like it to be honest! I know there is a lot worse going on in the world than carpet fitting but seriously!”

Helpful Report

Posted 2 years ago

Hi Sarah, I am very sorry to hear about the experience you have had throughout and the no show. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 2 years ago

“BE WARNED! The sales staff pressure you to sign the contract but do not tell you that there is no refund on any item even if they have not delivered it, not fully processed the payment and not cut the lino. If you contact Customer Services, they are not allowed to issue a refund even if there is an issue at the shop. You go to the shop and they blame the head office and the head office blame the shop. They do not supply the carpet within a reasonable time frame, the contract says "Time is not of the essence", and it really isn't. They will not issue a refund if they cannot supply in the time stated. It is no good contacting Customer Services as they are not allowed to issue refunds.”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the experience you have had. This doesnt seem quite right in regards to our terms and conditions. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

“was told by surveyor that my floor was perfectly suitable for my vinyl but after fitting the vinyl was bumpy, complained and the fitters came back and blamed the floor said there was nothing they could do. Was not happy with this outcome contacted the store but they did not have the decency to even return my call. Do not buy from Carpetright as their customer service is very poor”

Helpful Report

Posted 2 years ago

Good morning I am sorry to hear that you are not happy with your flooring. 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

“POOR SERVICE. 8 Months and STILL waiting for the work to be completed. Ordered and paid for flooring in 4 bedrooms, landing and carpet on stair case. 8 months and still incomplete and my husband ringing several times again last week with out any response. 1. Wrong door bars 2. Not informed at time of purchase, the flooring was not in stock, warehouse, or in the county. 3 more than 3 months without carpet. 4. Order couldn't be found as saved in wrong name and address. 5. Payment due separately for carpet edging, 3 staff members didn't know , who or what it was for. 2 weeks for them to finally accept the money. 6. Wrongly advised as told cash only and the other staff confused and contraindicated each other. 7. Wrongly advised about my choice of carpet on stairs. 8. Still waiting for door bar 9. No correspondence from Huntingdon store in months My husband continuously chasing 10. Over heard manager instructing floor fitters, to just get in and out and dont highlight any issues even if floor is uneven . Poor service would never go back due to poor sales advice, poor management, lack of respect or common decency with no customer care. I would prefer to pay extra from another supplier with better management and customer service”

Helpful Report

Posted 2 years ago

Good morning Rebecca Thank you 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.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 2 years ago

“I had vinyl fitted the day after I broke my leg. The flooring was laid from front of the house through the living room to back porch garden door. I had chosen this flooring with the “help” of the store manager as I wanted something hard wearing as have children and a pet. The fitters laid the flooring with a spray of glue. Moved the couches back into position. On their exit the disgarded the remaining materials at my back gate. Literally 20 mins after the fitters left, I began to put the rest of the furniture back in the living room. The flooring tore as I moved the TV stand. The fitters returned two days later. They lifted up the flooring as not completely stick down and basically made the patch worse. I pointed out that the feet in couches had gone through the vinyl, they were not interested. Their advise was to cover it over with more vinyl on top! The store manager was not helpful stating nothing wrong with vinyl, and that one cannot have heavy objects on it or moved on it. So why sell it to me for a living room????? I believe that had the flooring been laid with proper adhesive then it shouldn’t move or be able to lift up. I’m not an expert but it looks like Carpet Right aren’t either. I would definitely not recommend.”

Helpful Report

Posted 2 years ago

Hi Sharon Good afternoon Philip Thank you 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.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 2 years ago

“Unfortunately if I could give no stars I would. Absolutely awful service. Please see email below of the state my house has been left in and all my carpets are in complete. Plus door bars been put on wrong so now can't close them. Hello, Following the phone conversation with my partner Lauren Perry a moment ago, please find attached photographs of the carpet as left today by the fitters who have walked off the job saying that the stair runner has ben cut incorrectly by the previous carpet fitter and the general condition of the job that they have left us with - flappy carpets on stairs, bulges on the landing, general mess and a gap between the top step and the landing where the carpet doesn't connect to the carpet gripper and just flaps about as a trip hazard at the top of the stairs. We do reccoemend that someone from the store comes to see the shonkyness of the job and would apprecite it if this matter could be resolved as soon as possible as we have paid for this carpet up front and it is your store that has now sent us two carpet fitters who have not ben able to complete the job, both of the fitting teams sent have been very young and appear to be inexperienced at dealing with stairs in older properties. Todays lot were swearing alot and appear to have had some sort of falling out. It was very unprofessional and doesn't reflect very well on your company if these are the type of people you are using to fit carpets in clients homes. Thank you for looking into this matter. Kind regards, Philip.”

Helpful Report

Posted 2 years ago

Good afternoon Philip Thank you 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.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 2 years ago

“Chaotic store in walton-on-thames, bad customer service, lack of follow up, customer services did not log my complaint as requested,, now back to them calling the store, we go round in circles to be told 'it will arrive this week', I am now without one pice of carpet for 3 months as it got lost while being repaired, prior to this half the carpet got lost. It is one year since I bought the carpet and I am still without a complete stair carpet. I will never use this company again, Absolutely terrible in every way.”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the experience you are having. We will make sure you are contacted asap to resolve the issues Regards Dean

Posted 2 years ago

“Firstly I would like to thank the manager Steve at the Newhaven store and the second fitter. Steve came to my property saw the job was incorret and resolved the first fitters mess. Fantastic a credit an asset to your company.”

Helpful Report

Posted 2 years ago

Hi Michael That's great to hear! Thank you for your feedback. Kind regards Dilan

Posted 2 years ago

“Always had excellent service over the years - good quality carpets and fitters. Just purchased a very expensive bed from them,,,,,,,,,,,,,I don't dispute it is very well made but,,,,,,,,,,,the description made me feel I was buying sheer luxury and comfort. The bed is so very hard and not living up to It's description. I have purchsed three bed topper duvets at a cost of around £300 - which SEALY the makers recommended - even though I told them I shouldn't need to with a bed of this price and calibre. I tried to write a review on CARPETRIGHT'S online site - wouldn't allow ???”

Helpful Report

Posted 2 years ago

Good afternoon Thank you for your feedback. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 2 years ago

“Hi I would like to say how good the service was in the Bury store but a lovely friendly lady called Oxana. Oxana went through all options and what would be the best carpet to choose. There is a very good selection and all ranges of prices. Well done Oxana you were fantastic 👍”

Helpful Report

Posted 2 years ago

Good afternoon Helen It's brilliant to hear that Oxana was able to give you great service, thanks for your feedback. Best regards, Dilan

Posted 2 years ago

“I purchased a carpet with the help of the instore team, they were very helpful. The problem started when the fitters came to fit the carpet. The team fitted my carpet within 30 mins, it seemed like they were rushing. I have recently completely redecorated my room but I found scratch marks along my newly painted walls, and knife marks all along my skirting board on both sides of the room once my carpet was fitted. This is clearly where the team were rushing to fit the carpet, and cut the carpet to size but the tools used have left cuts in my newly painted skirting boards. The door had to be cut shorter to fit the new carpet (cost me another £25!) but they cut it wonky and they didn't fit the bottom bit back on the door, so the door is now weak and needs to be fixed. I contacted carpet right, they were not very helpful at all. I provided images of the damage and the only thing they could do was ask the fitter to contact me. I had no refund offered although i paid £560 for a lovely carpet, but to have to redecorate parts of my room which was NOT my plan. I don't expect to pay that much money for damage. The idea is to redecorate whilst you have an old carpet incase of spillage, NOT to redecorate AGAIN with a new carpet. Carpet right source this team who did not do a good job of fitting this carpet. Other local companies who we have used previously are much better. I am very disappointed in carpet right and will not be using their services again or recommending them.”

Helpful Report

Posted 2 years ago

Hi Rebecca, I am pleased to hear how helpful the team were for you when placing the order. The experience you have had with the fitters and then the team after is of course not acceptable. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate and make sure this is put right. Regards Dean

Posted 2 years ago

“My daughter is having flooring done at this moment, so stressful . Do not get your carpet from this company. measured wrong. carpet fitters trying to ask for more money than was priced. nobody answers the fone at store. Bad service.”

Helpful Report

Posted 2 years ago

Good morning Thank you for your review. I am sorry to hear about your daughter's experience. Please would you be able to e-mail customer.services@carpetright.co.uk with the order details so we can help. Kind regards Dilan

Posted 2 years ago

“I had a terrible experience purchasing my carpet with carpetright and would advise anyone considering them to rethink! I used them because I thought it would be easier with their fitting and installation service, however the carpet measurer took the measurements of 2 rooms incorrectly (2/3 rooms were incorrect) so after waiting 4 weeks for the carpet to arrive, it was the incorrect amount of carpet and the room couldn't be carpeted. I was meant to move in the week after but had to postpone this because one of the bedrooms had no floor. When they eventually replaced the carpet they were unapologetic and said I couldn't get a refund for the service and literally said they weren't sure what they had done wrong ! Never using again.”

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 and will share this with the relevant team for this to be looked into. Kind regards Dilan

Posted 2 years ago

“Very bad experience Very bad experience, ordered carpet for 4 bedrooms and landing, estimator came and he saw the rooms, we asked for room clearance service, and they accepted for an extra charge which we agreed to pay, and it is in the invoice, on the day of the fitting, they came and said the furniture are heavy and can`t remove it, and they left us in the mess, I contacted the store what is happening, they said there is no manager to solve the problem, and the fitters are gone to do another job, how come they have another job waiting for them when they are booked to fit our carpet, they come to my house at about 10:30 am, and left 11:00 am, I phoned the store at 12:00 they already have another job. They say to me will phone you back, no one calls back, I called the head office and again they said will call back and no one called back, I took a day off from work, my house in mess, because all the wardrobes are emptied, no one care about all this. Not the service you expect from a big company and big name like Carpetright.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“The carpet fitter gouged into all of our built in furniture. Absolutely appalling workmanship. Carpetright deny any liability as it’s an arranged service rather than their employees. The arranged service marketing does however indicate a professional service. Had to pay for repair over £400. Seven months later and the fitter still owes me in excess of £300. Carpetright are unable to resolve despite their marketing collateral for the arrangement service stating financial stability checks along with the expected professionalism and quality checks. Absolutely useless service and not the promised ‘let us take the strain’ experience. I would recommend avoiding these cowboys.”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the damage the fitter has caused and the lack of communication in getting the issue resolved. Please email the details and order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 2 years ago

“Kids are all up and away so my wife and I treated ourselves to expensive carpets for our stairs, landing and bedroom, purchased from carpetright east kilbride, We were recommended a carpet called surprise 90, £38 a square yard, 12year guarrantee total cost £1500, hoping this is our last carpet, no kids and getting on Two month later the carpets look as if they have been down 10 years they are in a terrible condition, it looks as though twist in the twill has sore of unwound giving a fuzzy wool appearance, as if you'd constantly pushed the ball of your foot down into the carpet and twisted your foot for weeks on end, this carpet is finished. We contacted carpetright who asked for photos to pass them on to the manufacturers, who in return ignored their emails for months, despite fortnightly calls from us to ask for an update, we heard nothing in return. We have been over to carpetright in person twice since then again to hear nothing until the third visit where Martin the Manager said he would get back to us within the end of week, he did respond after another week by dictating the answer from the manufacturer stating, that this type of carpet is expected to appear like this, it appears there is no warranty no guarantee. All this from a photo no one from carpetright came out to view the carpet, no one from the manufacturer came out to view the carpet. After the cash has changed hands carpetright has no interest in even looking into a carpet issue you may have, we live 5 minutes from this store and during one call an employee remarked and I quote “ has no one came out from us to see the carpet” I find this remarkable uncaring pass the buck attitude deplorable and would ask you to think twice before entering into an agreement with this company as they do not care about you or your carpets just give me the money attatube.”

Helpful Report

Posted 2 years ago

Hi Michelle, I am sorry to hear about the poor communication you have had from the store. In terms of the carpet itself the best thing to do now would be to seek an independent inspection. If they find a fault then we will be able to look at this again. Regards Dean

Posted 2 years ago

“Many things wrong, I paid in full a month ago for flooring which was due today, I put all my furniture out in this raining wather been ready for new flooring , didn't hear anything from them until 10 am. So I got in touch and they casually said the product hadn't arrived, I can wait another 2 weeks or get a refund, I got the momey back and will never use them again. They let me & my family down.”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the delay you have had with the order and that you needed to have a refund. This is not good enough and we will make sure service improves going forward. Regards Dean

Posted 2 years ago

“Totally horrendous experience at Croydon Carpetright. Took our money said he would call on Wednesday to arrange measuring didn’t call a week later still nothing. They should not have asked for the full amount of the carpet without arranging an apt for someone to properly measure the carpet. Emailed them no answer. Called them and the guy literally laughed that we had paid already. I’ve cancelled the order and asked for a full refund. If this is not actioned I will be taking the matter further. I feel as though they literally took our money and ran.”

Helpful Report

Posted 2 years ago

Hi Mrs Simmons I am sorry to hear that you haven't been contacted in regards to your appointment. We will follow this up with the store and make sure you are contacted with an update. Kind regards Dilan

Posted 2 years ago

“0 stars the worst service I have ever received from a company”

Helpful Report

Posted 2 years ago

Good morning We are sorry to hear that you are not satisfied with the service you received. Please can you e-mail customer.services@carpetright.co.uk with more details of your experience so we can help. Kind regards Dilan

Posted 2 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews