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 don't recommend it to anyone. £60 for a delivery and they had to take the vinyl back to the warehouse because it did not fit in the lift, after having told me that they would leave it at the door of my house paying the £30 extra. The excuse was that they dont cut it because they are not the ones doing the fitting...so my question was..why did you then ask for the extra £30 delivery to drop it just in my 3rd floor? You sent someone to measured it who saw my lift and everything....still waiting for a solution after refusing going myself to cut it and collect it to Brentford. The manager in the shop told me that for all that vinyl my sitting room must be massive...what a comment! my 2 rooms flat is just 60 square meters, you should have read the papers first, the vinyl is just for sitting room and corridor..I hope they didnt add much more vinyl than I need it and added to my bill! After asking her my money back she told me " They are not going to give your money back" excuse me..they who? I paid you, to the shop...no one else,,so is you who I have to deal with.. Bad communication and a lot of misunderstanding between the Hammersmith shop ( London) and the delivery guys, and a lot of headache for us.. Do some research a go with a better company able to do their job properly and can give the correct information from the beginning.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the experience you are having. We have responded to your review on Trustpilot and will investigate to put this right. Regards Dean

Posted 3 years ago

“I ordered AstroTurf with Carpetright. What was delivered was not what I ordered, I paid more for a decent quality but what I got was absolute rubbish and not what I viewed in person in-store. The matter still needs rectifying and I won't stop until it is.”

Helpful Report

Posted 3 years ago

Good morning I’m sorry to hear that you are not satisfied with your order. Please can you email your details customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“The branch at Enfield has a staff that lies to its customers. The Davis be extra attentive when dealing with the individuals at he branch, they are very nice until they have your money but once the money is in their account, deception starts. Just be careful.”

Helpful Report

Posted 3 years ago

Hi AI Thank you for contacting us. I’m sorry to hear about your experience, for us to be able to look into this please can you email your details customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“brought a carpet in September 2020 this then get laid a couple of weeks by November the carpet had discoloured to a light grey yet the carpet we brought which was not a cheap one over £500 to not include underlay for a 4x4.5m room is a 2 tone after my initial email complaint with supporting pictures were sent it took Numerous chasing to finally have someone come and inspect 2 weeks ago following up with a manufacturers inspection last week which of course is down to wear and tear, which if a carpet had been down a year or two I would Understand but not 2 Months, carpet right saying not there problem it's manufactures and of course no manufacturer admits liability otherwise they would be out of business!! I have shopped with carpet right for 25 years living in Bracknell moved in to 6 homes spending thousands of pounds in there and never had any issues with carpets prior to this yet clearly being a loyal customer to them for so Many years they do not feel the need to replace a carpet they have sold to me that is not what it is sold as. Thank god Tapi carpet opened 4 units down they will now be receiving my custom and I hope they treat there customers better. Carpet right you should be appalled with the way you treat your customers no wonder as a company you are sinking !!!”

Helpful Report

Posted 3 years ago

Good morning I’m sorry to hear about your experience. Can you please send us your details via customer.services@carpeyright.co.uk so we can look into this further. Many thanks Dilan

Posted 3 years ago

“FRAUDS Took my money, refused to fit the carpet. Refused a refund. I wouldn't even recommend to my worst enemy. Customer service are rude and couldnt care less.”

Helpful Report

Posted 3 years ago

Hi, I am really very sorry to hear about this. Please email the details to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“In November last year we had bathroom flooring laid after 4 months it has ripples all over it. We rang them they booked us in for a months time well that day I took off work and no one appeared. They said they had rung they hadn’t they promised to come today and yet again I wait in for them and it is now 6 and they are nowhere to be seen. After waiting for two days for their poorly laid floor to be sorted by them l have had enough I am so very upset constantly having to ring them. Them constantly saying someone is on there way they will definitely be there and they just don’t appear. All staff including the fitters lie over and over again. I shall never use Cambridge Carpetright ever again. There are cut marks all over Lino where it has been fitted poorly.”

Helpful Report

Posted 3 years ago

Hi Anna Thank you for contacting us. Please can you email your details over to customer.services@carpetright.co.uk so we can assist you further. Best regards Dilan

Posted 3 years ago

“The one star is probably too much to give to Carpet right. My beds with taken away as i was due a delivery of two beds, one of the beds was delivery but the other I am still waiting for its to be delivered its been now 21 days, my son has been sleeping on the Floor dur all this time. He is now complaining that his shoulders hurts, I'm not Surprised, this has got to be one of the worst services I've ever, come across. I am not willing to wait any more, as Carpetright clearly doesn't have this bed in stock and I've have been very partient. this is a disgusting service. you give me no other choice than to look for a bed elsewhere, I will inform the credit company what has happened since take out my agreement. I expert Compensation for my this as this is unacceptable.”

Helpful Report

Posted 3 years ago

Good Morning Mrs Allen, thank you for getting in touch and sharing your experience with us. Firstly, we are sorry to read of the delay in your second bed arriving and how this has affected your son. So that we can look into this further, are you able to email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 3 years ago

“Seems regardless of promises to refund from customer service nothing is actioned. The original order 20th of April as Carpetright failed to deliver and couldn't offer a definitive date we cancelled the order on the 10th May. Promised a quick refund its now 2nd of June and no sign of a refund. Please be aware they will take payment happily refunds they appear to have issues with. Bishop Auckland branch the branch manager seemed to want to get back to his wife who was having lunch break in the store .”

Helpful Report

Posted 3 years ago

Good Morning Chris, Thank you for getting in touch. We're really sorry to hear this. So that we can follow up further, are you able to email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 3 years ago

“Do not use this Company. No customer service and no responsibility when things go wrong. Ordered a new carpet for our playroom online. Took over a month to finally get fitted after chasing and chasing. Carpet installed badly with he creases all the way across. Carpet then moved completely and full of ridges. I then had a battle with the store for over a month to get my money back. Loads of empty promises of collection of the old carpet and then ended up having to drive it back myself. No customer service, no liability, no morals. Never using again and will put this all over social media too. Furious. I wish I could attach a photo. After taking days off for fitting and contacting customer services they have simply fobbed me off with no compensation. Shocking do not use!”

Helpful Report

Posted 3 years ago

Good Morning, thank you for sharing your feedback with us. We're really sorry to hear that this. On some occasions, we aren't able to provide customers with the resolution they would like and appreciate how disappointing this can be and how it has left you feeling. We do hope that at some point we'll be able to restore your faith in us. Best Wishes, Benji

Posted 3 years ago

“Do not use this Company. No customer service and no responsibility when things go wrong. Ordered two carpets, fitter didn’t arrive till 6.30pm so we had to leave him to it (we weren’t living in the property). We came back the following day and it looked like the carpet had been eaten…….absolute state but most importantly, a large hole in the harth of the 1930’s fireplace. No mention of this. Of course, the fitter has denied everything and now advised that I have to take him to small claims. Carpetwrong have totally washed their hands of it. I didn’t contract with the fitter, I contracted with Carpetwrong. No customer service, no liability, no morals. Never using again and writing to the press-will put this all over social media too. Furious.”

Helpful Report

Posted 3 years ago

Good morning Thank you for contacting us. I’m sorry to hear about your fitting experience. Please can you email your details customer.services@carpetright.co.uk so we can assist you further. Best regards Dilan

Posted 3 years ago

“Please avoid at all costs , ordered carpet seemed all good. Two weeks on rang to progress to be told they would get back no return call. Eventually I got through to be told carpets are put of stock and s delivery date carnt be given . Called at shop in Bishop Auckland shown two other similar carpets but again no stock, the refund to date hasn't arrived some three weeks later. Desperate customer service avoid .”

Helpful Report

Posted 3 years ago

Good morning Chris I’m sorry to hear about your experience and have shared your details with the relevant team. We will follow this up to make sure you receive your refund as soon as possible. Kind regards Dilan

Posted 3 years ago

“I’d give zero stars if I could, not to the fitters they were great, but the manager and surveyor in the Orpington branch plus the customer services are absolutely useless. I ordered over £2000 of luxury vinyl click flooring, a surveyor came out from the Orpington branch to measure up, I asked him a few questions which he never knew the answer to and acted as if he really didn’t want to be there. Evan tho our flooring was in stock we still had to wait just under a month for it to be installed. When the fitters arrived they were great but found that they were four packs short and couldn’t finish the job. My wife rang the manager from the Orpington branch who was very rude from the start. She refused to take any responsibility for the surveyor who had messed up and even tried to blame the fitters for not picking up enough packs(which they had). She said she’d find out if there were anymore packs in stock and get straight back to us. After a couple of hours of hearing nothing my wife rang the manager back only to be met with her rude attitude again. She said she had ordered the four packs and we will have to wait until the next big delivery to the Orpington branch which will be about a week and then wait until the fitters can return to finish the job. We wasn’t very happy with having to wait that long again only having half of our lounge floor down, so I asked her if she could possibly get it here quicker by courier or sending someone to pick them up( even I offered to pick them up myself) considering they were still in stock and not very far away. But she just kept saying “can’t do that” to everything we were asking, no explanation why just “can’t do that” My wife then rang customer services who were absolutely useless too. They gave us a case number and said they would investigate, but we haven’t heard a thing from them and probably won’t either. No mention of compensation or a meaningful apology. I really wouldn’t recommend Carpetright at all especially after reading hundreds of similar bad reviews. There’s plenty of other carpet and flooring companies out there that don’t just keep passing the buck and treat you like dirt. Do you research.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for contacting us. I am sorry to hear about your experience and have updated your file with our Customer Service team for this to be looked into. Kind regards Dilan

Posted 3 years ago

“I did arranged a surveyor (Steve), sales (Carl) and fitting all through carpetright. I was very excited to get the new carpets until I was told they surveyor had messed up the order like he always does (The fitter said) and they couldn’t lay the carpet in one of the big double rooms (where I work). They would not leave the carpet there to make it safe and instead left me with only underlay and hundreds of nails sticking out. Talk about a health and safety issue AND I have a young child. I’ve now been waiting over 2 weeks for them to ‘fix’ their own mistake. Their promised of a fast track and getting a temporary carpet to make sure it’s not a hazard have come to nothing and no body has even bothered to keep me updated. I’ve been calling customer service, the store where I bought it and even the fitting centre only to be told sorry the fitter us on holiday for a week perhaps he can come after 3 weeks of waiting! Beyond unacceptable, you should be ashamed carpet right!!!!”

Helpful Report

Posted 3 years ago

Hi Renee, I am very sorry to hear about the service you have had. We do have your details and we are looking into the matter. Regards Dean

Posted 3 years ago

“Karen, Jennifer and Debbie were very efficient and professional and kept me updated throughout the whole process from ordering the carpets to fitting dates. Can't fault Carpetright in any way Arthur and the boys did a great job when it came to the fitting”

Helpful Report

Posted 3 years ago

Hi Mr Clark That’s fantastic feedback! Thank you for taking the time to leave your comments. Kind regards Dilan

Posted 3 years ago

“This company is shocking when it comes to customer service and the standard of the fitters they use is sub standard. Had my flooring fitted by a fitter they organised, when the fitter made a mess of it including scratching the flooring, leaving gaps between the vinyl tiles and an awful job at the finishing sealant. The fitter denies scratching anything and also denies moving furniture and is lying but carpetright have no interest in sorting it out as they say it’s between me and the fitter and maybe I should take the fitter to a small claims court. I can’t do that without the fitters details which they have failed to provide every time I have asked them . Avoid at all costs or at least use a fitter you have organised yourself and you know is trustworthy and has good results or you may end up in the same position.”

Helpful Report

Posted 3 years ago

“We ordered nine boxes of luxury vinyl after been advised by the store, due to Covid the extension was delayed several times and has only now just been completed. We attempted to return three boxes which was left over and we was informed that carpetright do you not accept remaining stock which seems bizarre since they advise us how many to buy. I wouldn’t trust their service or expertise anymore”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for your feedback. I am sorry to hear that you are not able to return the unopened boxes. We will look into this and contact you to discuss further. Kind regards Dilan

Posted 3 years ago

“I paid £1000 and was left to clear up the mess left by the carpet fitter as he had no hoover. I dont live at the property and had viewings the next day.I had to hand pick all the tufts. When I contacted Carpetright I was told that I had got what I paid for - a fitted carpet, and they would only refund the cost of delivery £29.99. I paid £240 for the fitting in addition to the carpet - and I dont consider a job done till it is cleared up. I left a review last month on this websiteand the response said they would look into it- well they didnt!”

Helpful Report

Posted 3 years ago

Hi Zofia, I am very sorry to hear about the lack of service and response you have had. Please email the details with your order number to customer.services@carpetright.co.uk so we can investigate. Regards Dean

Posted 3 years ago

“Very disappointed with Carpetright. After waiting three weeks for delivery we called to find out the carpet we had ordered would not be available for another month to six weeks. We then ordered another carpet that was in stock to ensure we would receive this quickly and were told that it is in now but will not be delivered until next week. So frustrating. The staff were polite but communication is very poor for orders and timings. Surely Carpetright should be able to let you know if there is a delay with your order without you having to keep calling to check? Why can't Carpetright give you a delivery slot when you purchase your carpet? I can't think of any other company or product that does this and you only sell carpets and floorings. The supply chain can't be that complex.”

Helpful Report

Posted 3 years ago

Good afternoon Rachel I am sorry for the delay with your order and thank you for taking the share your feedback. Please can you e-mail your order details to customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 3 years ago

“Been charged twice for our carpets and it’s been 4 weeks and no joy at getting our money back. £750 is owed back and showing all the evidence doesn’t seem enough for carpet right to refund our money. Minimal support from the branch manager as it not down to her, it is the finance departments area. This is a joke now ..... fuming.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“It’s one of the worst company ever! They came and did laminate for me but they forgot to bring bidding! The worker offer me I would do that by myself and charge you cheaper than company! I really surprised but don’t tell the company I paid in full and contacted to them they told sorry! We will do it , it ‘s about a year now that they didn’t come to complete it! Ofcourse it was lock down too but still since lock down released I made an appointment and they didn’t come! I don’t recommend it at all.”

Helpful Report

Posted 3 years ago

Hi Sadaf, I am very sorry to hear about the experience you have had. Please email the details with your order number so we can investigate. Regards Dean

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews