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

“Following purchase of flooring continuously tried to get further money from us. We had paid for adhesives at the time of purchase. Then they had to use different ones so we were charged agaun. Poor fitting had to return several times to rectify. Would not refund for materials not used. Poor communications from store and customer services who took the word of store and fitters over their customer without a thorough investigation. No refunds.”

Helpful Report

Posted 5 years ago

“I have never dealt with such an incompetent company in my life. If only we had read the reviews before we purchased carpets from them. They measured incorrectly. The fitters were great but couldn't complete the job because of the estimators error. We are still trying to get them to come out and finish the job but we have been lied to and messed around and now have no confidence that the job will be completed despite them keeping our money.”

Helpful Report

Posted 5 years ago

“I ordered and paid for an item and then a few days later was told it was no longer available (despite still being listed on their website as available) I asked for a refund and over 2 weeks later, STILL NO REFUND. Lot's of promises but no refund. They have well publicised financial problems, so perhaps they are holding back on refunds to pay wages and help their cash flow?”

Helpful Report

Posted 5 years ago

“Carpetright have been the most awful company to deal with from the start until the bitter end. This was such a long horrible process and it is hard to condense it so that people don't stop reading but I will try. Carpetright must be exposed for all their shameful practices that so so many other customers on Trustpilot and other websites are bitterly complaining about – so please read on. We started dealing with the Cardiff store regarding having a rented property in Devizes (Wiltshire) completed recarpeted & vinyl laid. Staff in the store were helpful enough face-to-face and promised to liaise with the Devizes store to have it all done by the end of November. Outside all the stores, Carperight advertised fitting by Christmas - both fine. This was on Sat, 27 Oct. We were in between tenants and needed everything done as soon as possible in order to advertise the property to new tenants. All this was explained to Carpetright. They promised to contact us the following Monday as they had trouble accessing the booking system. Unfortunately, the Cardiff staff never followed up with us despite us ringing them several times, so we decided to deal with Devizes directly. The Devizes store were full of promises: “everything will be done and dusted at the end of November if you place the order straight away!”. I got a measuring appointment on 1 Nov (after begging) and a quote was sent through. I had to phone the store FOUR times to get it right. Either the “free fitting” wasn’t applied, or the discount wasn’t applied etc etc. Every time the staff in the shop promised to either phone me back in ten minutes, or sent the quote to me via email. Never heard back so I had to chase. Finally, the right quote was received on 5 November and placed the order the same day. I must emphasise that the “offer” they claim to have on one of the vinyls was an absolute lie, so was the “free” fitting. I found the same vinyl (same name/colour/thickness etc) on a different website cheaper than their “offer” as the normal price and the “free” fitting ended up being £1,299.60 (I am not joking). From then on it only went downhill. I was never phoned when promised, I was constantly fobbed off. “The carpet will arrive soon”, “I call you back later today”, “I get you an appointment asap”, “yes your property will be move-in ready in mid-December”. I was fighting for FOUR weeks to get a fitting date (everything was supposed to be done by the end of November) until we have finally reached breaking point: after going through the complaints department twice, Devizes finally admitted that actually, no fitting can be done before mid-January as they haven’t got enough fitters. I literally didn’t know what to do with myself, I was that gobsmacked: It was the first week of December and their website and the Devizes store still brightly advertised fitting by Christmas! I placed my order a month ago and suddenly being told that nothing will happen until January! It gives me minor strokes just thinking about this. They explained that I could find my own tradespeople if I wished but Carpetright would deliver the carpets & vinyls as whole rather than in cuts. The property is a small 3-bed! No tradespeople agreed to do this in the middle of winter. Carpetright said they wouldn’t cut if they don’t fit. Eventually I decided I had enough. I tried everything and Carpetright treated us like dirt. I contacted independent tradesmen in the Devizes area with great reviews and two wonderful knowledgeable men came to measure the place and gave me quotes. The carpets they could order that week were of better quality I got from Carpetright, the vinyl was the same one (but cheaper) and they agreed to squeeze me in before Christmas. The quotes I got from both of them were slightly cheaper than Carpetright INCL. their “free” fitting and the “discounted” vinyl!! Unbelievable. I was cursing myself for not going independent from the start. Carpetright’s complaints department offered me to cancel my order for a full refund as, according to their T&Cs, I am entitled to that if my products hadn’t arrived within 4 weeks. I agreed to that and hired my independent tradesman. Two days later, I received a phone call from the Devizes store to say that, out of the blue, they found me tradesmen from Cardiff (incidentally) and they can fit on 13+14 Dec. I said that I do not care about this, I want my order cancelled as promised. I didn’t want Carpetright to have a penny of my money. After another call back, Devizes told me that their management refused me the refund as they did fulfil the contract to fit before Christmas and I had to take the appointment. With that amount of money I had no choice but to cancel my own tradesperson and go with Carpetright against my will. I reckon they shaved off years of my life. Their behaviour, their shambolic customer service practices, bait advertising breaking Unfair Trading Regulations – the list goes on. Needles to say that I reported them to Trading Standards and told everybody I know about this, posting it on every platform I could think of. Please use MyBuilder.com and find your own tradespeople who will blow you away with kindness and knowledge rather than being reduced to tears by devilish Carpetright.”

Helpful Report

Posted 5 years ago

“At carpetright store in kendal the customer service is appalling, and when I rang to complain of their service, they hung up on me. I bought carpet for three rooms from them, and when I said I didn't want it fitted, as I had someone coming to lay laminate, and they were going to lay the carpet at the same time, they were not atal happy and didn't want to deliver it to me (8 miles) and it had to be at their convenience when they would have someone in the area, this was when giving them two weeks notice. I eventually got the carpet in one big roll what would not go in my house, and it was raining but they just dumped it anyway, and I had to get another carpet store to come and take it away to cut it to size. It was when I rang to complain of this that they hung up on me, after he told me they didn't cut the carpet to size unless I was getting them to lay the carpet. I am wondering what would happen if I had ordered each room separately, I did however tell them having given them room measurements when I bought it that I wanted it cut to size, if they had said then that they didn't cut your carpet to size, I could and would have gone elsewhere.”

Helpful Report

Posted 5 years ago

“Store clerk entered the wrong carpet on the system. I was told its my fault I should have checked the invoice. Asked a friend to stay home on the day of fitting my disappointment when I return. Called the store and the store clerk refuse to talk to me. The other store clerk let me know it my fault and he his busy with other customers and hang up. Called customer services who said the would Investigatea d contact me on the 18 of February. It's now march and no follow up. And a carpet not for for purpose.”

Helpful Report

Posted 5 years ago

“Avoid Tunbridge Wells Branch. Bad fitting service they had to come back to fix the issues with the carpets blaming the age of the house rather than the way they fitted the carpets also they were more interested in having cups of tea ☹️☹️☹️”

Helpful Report

Posted 5 years ago

“Shop service is good although quotation is very confusing. Guy came round to measure, later found out he ordered wrong door ramp. You have to pay fitters separately - cash - on the day! Came on the day but have had issues trying to chase fitters for this door ramp for 4 months now! Calling the Bath office I speak to different staff and have to explain everything! I asked to just pick up the ramp and I’ll do it but they can’t do this!! I’m having to contantly chase both shop and fitters (they now use Chippenham guys as there are no Bath fitters) I wouldn’t recommend them.”

Helpful Report

Posted 5 years ago

“We purchased LVT flooring for our kitchen. The salesman said they are going to replace their entire shop floor with LVT so we were convinced it is hard wearing. It is not. The first scratch appeared on day 1. That was after having the first batch delivered that couldn't be laid due to the tiles not having square edges! More scratches have appeared since. What a waste of good money”

Helpful Report

Posted 5 years ago

“Awful customer service in Dunfermline branch. Not interested.”

Helpful Report

Posted 5 years ago

“Terrible customer service at Dunfermline branch. Not interested at all. Felt I was being a nuisance asking questions. Staff looked put out having to answer questions, couldn’t wait to get away from me saying need to deal with someone else. Absolutely no help, obviously not interested in selling carpets”

Helpful Report

Posted 5 years ago

“AVOID THIS COMPANY! Ordered an expensive carpet and booked delivery and fitting for an am slot. Called the shop at 10.40am as hadn't heard of estimated time to be told guys is still in shop and will call me. Fitter called and hung up when I answered call, I called him back for him to advise me that he would be there between 2pm - 4pm. I advised him it was booked for an am fitting and he said ' well it wasn't on his paperwork and there was nothing else he could do about it as he was in another area (and area 5 mins from my house). Called back shop for phone to ring out, drives down to shop to be advised that the fitter cannot get there and the manager had just left. The lady in shop (was lovely) called fitter and still no joy, she called her manager and he managed to arrange with fitter that he would be there no later than 1pm! No fitter by 1pm, called shop and they contacted fitter who advised it would be 2.30pm before he could get there! Cancelled the order and lady did refund money very quickly, but will never use this shop again, very poor customer service from both the manager and the fitter!”

Helpful Report

Posted 5 years ago

“Shocking, unbelievably horrible service. From the Camden Road, Londin branch. Avoid at all costs if you value your blood pressure. They took our money with smiles and after them cancelling twice, then asking us to buy the parking ticket fir the fitters who they could not provide a reg number to facilitate. First fitter finally arrived and left Lino running up the wall workout fitting. Second time he returned to it and for but didn’t underlay, cut the Lino too small and tried to leave the job without telling us he was finished. When stopped and inspected terrible job he told us he was going to get more silicone then never came back leaving a mess. After complaining they sent another fitter who complained that this wasn’t their mess to clean up but nonetheless attempted to fix it. This was left in such a mess I was forced to call the store and send the Manager, Sarah the photos. The first contact and she actually called me a liar and that she didn’t believe her team would do this. After a huge telling of, she finally agreed that it was her fitters, however this led to a situation of not being called back so when I called the store, first a man who told me he did not work there answered, then a woman called Ana thought that by shouting at me not to call back because it was a waste of time, I then called head office and told all to a sympathetic woman in complaints who handed my complaint to Area Manager Ian who sent me an email saying Case closed. They have caused such a mess but even more so was the shocking rude staff. When a Sarah finally did call she started with “I’m having a day from hell..” no apologies and just offered another piece of carpet to e later over the mess they caused. No refunds or apology received to date. Please avoid. They seem to subcontract their fitters so would be wiser to go to local carpet fitter direct.”

Helpful Report

Posted 5 years ago

“Fabulous customer service in the Banbury branch. Very helpful staff and especially Leon the Manager. I ordered Meribel in Mercury. I could not have asked for better customer service.”

Helpful Report

Posted 5 years ago

“Well I’m reading these reviews and the one written by a customer 28.01.19 stating “CASE NOW CLOSED . After no resolution and acknowledgement of the findings and issues faced ..... is exactly what I have faced. When I asked after receiving the same template email from the same person ( KS )for a response from each point I raised I was told it was confidential and that my case was now closed but I could take it further with Consumer Arbitration. It’s my complaint and I want to know answers as to why I had 12 different areas of blood on my carpet. Why it took 10days to come out to clean. Why the store stated they called me when I have records showing they didn’t. Why I wasn’t called back after leaving 2answe machine messages .Probably because head office were told yes we called and no one answered .I want to be able to show evidence this didn’t happen but how can you when they won’t discusss the findings with you. I don’t want some template letter sent to all the customers saying the case is closed and and sorry for any inconvenience caused. When are you going to start listening to your customers Carpetright. ? Also does that mean that mine is a computer fault also and my case is still open as responded to your other unhappy customer in Trust Pilotcase .Not going into details on here but the after care service is appalling in the fact that they say they have investigated your complaint but you can’t be given the findings or any form of compensation then why would anyone wish to use this company again. FURIOUS AND GOBSMAKED by this company who don’t seem to realise poor customer service results in word of mouth complaints ruining their business in the long term. Having worked for a global company for many years who realised good customer complaint handling, investigation and response back to consumers not only made the consumer feel listened to but also helped improve the business and long term survival of the company .”

Helpful Report

Posted 5 years ago

“I recently ordered a carpet from my local Carpetright store in Loughborough, I was very pleased with the service , regular e mails keeping me up to date with the order , contact from the fitter letting me Know exactly what time to expect him on the fitting date, was fitted well and left nice and tidy, would definitely shop there again 👍”

Helpful Report

Posted 5 years ago

“Hi Carpetright, Where is my order? It was placed on 12 January and you have been SILENT ever since. The customer service team can't even get in touch with the store, it seems they must be so inundated with complaints that they are too cowardly to answer the phone. AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID”

Helpful Report

Posted 5 years ago

“Coventry Store service good. Lead time to fitting good. Fitter did not use new grippers or threshold bars, taking them away with him. Told me store would refund me. Not true. Store said fitter had to refund me and would contact me. Also not true. Given up on my £ after 6 weeks trying . If Coventry store tell you fitter is called Tom, ask for another fitter. I did not get a refund.”

Helpful Report

Posted 5 years ago

“Shoddy workmanship, dishonest staff , overcharge customers. Don’t just take my word for it check the internet which is awash with complaints”

Helpful Report

Posted 5 years ago

“5 weeks and still waiting for fitting very bad service”

Helpful Report

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews