Name: Carpetright UK
Rating: 1.59

“Appalling staff attitude. Hidden charges. Service delivery charged twice as 2 orders although one delivery and fitting same day. Arrogant!”

Helpful Report

Posted 5 years ago

“Worst experience ever lies and poor fitting I wished I went elsewhere, poor workman ship staff are unprofessional”

Helpful Report

Posted 5 years ago

“2 Beds ordered, 3 booked delivery dates cancelled the day before delivery on the forth delivery was made with the wrong colour bases. The store informed me that deliveries were nothing to do with them !! They have no idea what customer service is all about in store or at head office. Do NOT trade with this very useless company”

Helpful Report

Posted 5 years ago

“Terrible Customer service. One hour before the carpet was due to be fitted we received a call from the salesman saying that the carpet hadn't arrived and so they wouldn't be able to fit it on the day agreed but might be the following week but couldn't confirm that. My first experience with CarpetRight was truly stressful and the customer service is unbelievably bad.”

Helpful Report

Posted 5 years ago

“AVOID THIS TERRIBLE COMPANY!!! Ordered carpets from this company few weeks ago. At the point of order I clearly requested to cut the product into sizes for 3 bedrooms. However, on a collection I received one role instead. I went back to a store to explain that I requested the product to be cut into sizes, but he asked me to go at the back of the store to get it cut. I assumed that someone will do it for me and I take carpets with me, but instead store member took the carpet outside and laid on a dirty floor. He then throw the cutter and told me to cut it myself. Off course I refused to do it because I ordered the carpets to be cut. I went back to store and requested for a refund as I didn't received what I ordered. Store member was very abusive and basically told me that there is nothing I can do about it. I was offered to get my carpets cut in the next few days but I had fitters coming the very next day. I have made official complaint regarding order and the abuse that I received from a staff but I was only offered apology. Carpetright team and costumer service are not helpful at all. I have made official complaint, but no one bothered to ring me to discuss the issue and distress that was caused. I would genuinely advise people to order products from a better company who respects their clients.”

Helpful Report

Posted 5 years ago

“AVOID THIS TERRIBLE COMPANY!!! Ordered carpets from this company few weeks ago. At the point of order I clearly requested to cut the product into sizes for 3 bedrooms. However, on a collection I received one role instead. I went back to a store to explain that I requested the product to be cut into sizes, but he asked me to go at the back of the store to get it cut. I assumed that someone will do it for me and I take carpets with me, but instead store member took the carpet outside and laid on a dirty floor. He then throw the cutter and told me to cut it myself. Off course I refused to do it because I ordered the carpets to be cut. I went back to store and requested for a refund as I didn't received what I ordered. Store member was very abusive and basically told me that there is nothing I can do about it. I was offered to get my carpets cut in the next few days but I had fitters coming the very next day. I have made official complaint regarding order and the abuse that I received from a staff but I was only offered apology. Carpetright team and costumer service are not helpful at all. I have made official complaint, but no one bothered to ring me to discuss the issue and distress that was caused. I would genuinely advise people to order products from a better company who respects their clients.”

Helpful Report

Posted 5 years ago

“DO NOT USE AVOID !!! I paid for a wood flooring to go in my room and then the fitter refused to fit unless I added an extra a aesthetic piece which head office and the store confirmed was not needed the head office agreed I should have a refund as I bought my floor a month before hand NOW three weeks later I'm still having to chase for a payment because THEY PROCESSED IT WRONG . the customer service reps might as well be parrots on the phone sprouting a script and not helping!!!! I would never recommend them and I will never be buying from them again they need to go bust !!!!!!”

Helpful Report

Posted 5 years ago

“I was served by Michelle the store manager. She was absolutely amazing from start to finish. We did come in to just her lounge done and stairs. But because He was such a good sales person she talked my husband into letting me have my own way and get the bedrooms done also.”

Helpful Report

Posted 5 years ago

“Paid for various new carpets and bathroom vinyl and the fitter damaged a recently brand bathroom refit by forcing the bath panel and cracking the side of the bath in doing so, he also left the sink pedestal unfitted as he had raised the floor with plywood and the vinyl so that the pedestal no longer fitted under the sink so he just left it and spilt adhesive on the new vinyl and left it, didn't silicon around vinyl edges and to add insult to injury placed the bathroom door against the shower screen to disguise the cracked bath edge in a pathetic attempt to avoid responsibility for the damage caused and made no attempt to report any of the above to ourselves! This matter has been reported to the store at Swindon who promised to ensure the fitters insurance deal with the matter correctly however after 3 months we still have a wrecked bathroom and now no communication, please be advised to avoid this company public!!”

Helpful Report

Posted 5 years ago

“NEW SLEEPEEZEE BED SAGGING / CARPETRIGHT BEDRIGHT SHAM GUARANTEE I would not recommend buying a Sleepeezee bed or buying it from Carpetright / Bedright. From delivery, our experience with the Company has been dreadful I bought the bed for my elderly mother. I tried to buy the best because she has a bad back and I thought this might be the last bed she has. It was a supposedly top of the line Sleepeezee Orthopedic bed. However, Within 2 weeks of delivery, the bed developed a deep sag of OVER TWO INCHES in the centre; this was despite rotating as advised and one single light person sleeping on it. The “Sleep-tight” 60 Night Comfort Guarantee is a sham. I promptly informed Carpetright / Bedright about the sag, the Manager asked for photos, which we sent and which clearly showed the sag ; I never heard back from him. After we followed up, a very defensive and patronising salesman told us that that we had to buy a mattress protector for the warranty to be valid and he wanted to send someone over to check it. I told him that we had no idea of the conditions to the Comfort Guarantee, they are not written on the posters in the store or on the beds, I did not even know they sold mattress protectors, at no point in the sale did our salesman ever mention the requirement for a mattress protector; he did not seem to care. I agreed to let them check the mattress, but the guy failed to show up to the appointment. After I took another day off work to wait for him, he showed up, agreed that there was a sag of over two inches, (but he changed that to 2.5cm in his report!) picked the heavy mattress up and shook it (something that my elderly mother should not be expected to do). We've tolerated a lot from this company, even at point of delivery, due to mishandling, the delivery guys damaged the base; we bought what we thought was a high quality Sleepeezee the bed without quibble, waited all day for a no show guy to check over the mattress, but still they did not care that without any fault of ours, their customer, my mother has a saggy bed (I've since given her mine). I wish we had bought from Furniture Village next door or Bensons for Beds and avoided Sleepeezee altogether, this matter could have been resolved so easily, instead, it has been grossly mishandled and we feel really ripped off.”

Helpful Report

Posted 5 years ago

“This is my natural looking floor just had an email from the manager of the Bangor Gwynedd store telling me to take it up with the fitter the fitter won’t answer the phone”

Helpful Report

Posted 5 years ago

“They tried to charge my elderly mum £25.00 'Service Delivery Charge'. Thankfully, I was with her. I asked what it was for, the guy explained it was to cover the cost of carriage from the warehouse to the store....???? I explained to him that it was a roll end, already in the branch! So, in other words, they wanted to charge £25.00 to move the carpet from the showroom to the back of the fitters van! Needless to say, my mum didn't order from them, and got a cracking deal from a local independent. I'll never buy anything from them, they're just a bunch of charlatans.”

Helpful Report

Posted 5 years ago

“I wish I could give 0 stars. Disgusting customer service. They wasted our time took of work fir when they were suppose to come and take measurements. Once measurements were taken it took them 5 days to get back and give a ridiculous price which was way off from the price that was calculated in the branch in Beckton. Even after sending a complaint, got a very short reply saying they can’t do anything. If you want to waste your time off work and to be ripped off then go ahead with them as they are the number one Company for that. Keep well away as they don’t care about customers.”

Helpful Report

Posted 5 years ago

“No information provided regarding manufacturers warranty on the product or for their fitting service.”

Helpful Report

Posted 5 years ago

“DO NOT USE CARPET RIGHT!!! This review would be 0 stars if it would allow! Bought carpets and vinyl for 5 rooms in our house with them when completing our extension. The fitters came and installed the floors over 2 days (empty rooms as part of new extension), initially there were a number of issues but I was assured by the fitters at the time that I had a years fitting guarantee so to let the floors settle etc then call them back. Which I did, various carpets ripped and settled over time, the hallway carpet came away from the skirting boards revealing a jagged cut edge of carpet, the edges the vinyls in the bathroom rippled and had a clear gap all the way around the edges of the rooms. I called carpet right and over the period of 12 months the saga of getting the flooring sorted went on. I had the original fitters out to stretch carpets, the hallway carpet eventually being replaced as could not be stretched enough to hide the jagged cuts they had made around the edge, I had a number of excuses / accusations made at me regarding the vinyl 1- the vinyl had shrunk and they were claiming against the manufacturer, 2- I had removed and replaced the skirting boards with a like for like thinner version, hence the gap!! When refusing to have the original fitters back? I had independent fitters out from carpet right who agreed that the vinyls hadn’t been installed in the bathrooms correctly, not stuck down and cut too short of the skirting boards in the first place! Carpet right accepted this and then ordered new vinyls and sent out a different fitter to complete the work, however it wasn’t possible due to a freestanding bath and some fitted wardrobes being in the way (they were aware of these prior to sending this fitter out) so it then came down to carpet right to send out a plumber to move the bath and install around the fitters and also somebody to sort the wardrobes.. I waited and then it transpired that they were unable to source these trades due to internal procedures so it became my problem... I had enough so decided to take the case to consumer arbitration and lost the case based on a technicality. So now I’m 21 months down the line, out of pocket and left with flooring in two bathrooms (one en-suite/dressing room, which looks absolutely shocking and no option but to pay someone else to sort for me!”

Helpful Report

Posted 5 years ago

“I am renovating rooms and ordered carpets from Carpetright - seemed like a great deal when purchasing. However, once the fitters arrived it turned into a disaster. First they stated all the carpets had been cut wrong and asked 'what do you want to do?'. I called the store and left a message as could not get through. A manager called me back and asked me loads of questions about the rooms vs plan etc and insisted that's what they had on the van. I told him 'they' told me the measurements were wrong. He sent a rep around to measure that same afternoon and confirmed measurements were all as per plan. Was told the fitters would return later that night and was about to drive to shops when I met them coming back into the drive. In a really derogatory tone 'no we are back now'. They then fitted the carpets - I had requested they use offcuts to carpet a larger wardrobe (carpeted). Instead of using the same colour off-cuts which were plentiful they used a colour from the other bedroom so have mis-match. The fitter also stated that one of the bars was faulty and he would have to return on Tuesday to fit. I arranged to be off work and confirmed with the store that morning 'Yes its confirmed he will be there'. At 6pm called store 'I don't know but don't think he will come now'. Called several times to see when they would return to finish job speaking with Crawley store manager - no date as yet arranged. Manager also told me on Thursday night I will speak to them and call you back about them coming on Saturday. Called on Friday as no return call 'Mark is off, did not leave a message and I don't think the fitter works Saturdays'. Also their own survey on the fitter indicated ten procedures they were meant to follow - consultation, etc Out of ten they did one of them. It has been a completely horrible experience - shocking customer service and almost feels like I am annoying them when I call to see when the job will be finished. Absolutely shocking approach to customers.”

Helpful Report

Posted 5 years ago

“Tried to arrange a fitting of new flooring for afternoon so I didn’t have to take time off work but found out this not possible. On day of fitting had call to say they will be with me between 3 and 5pm. (So could have gone to work in the morning!) at 3pm had call to say running later and it would be 5-6 pm. I phoned the fitter at 4:50 to find out if still coming to be told they would be at least 2 hours. I had to cancel that day as had somewhere else to be. Rearranged fitting for fri 28th first thing When no show contacted shop to be told I was due for fitting on 1st July! Why would I pick a day when I was at work when I’d put annual leave in for 28th! So they said not to worry they’d get it sorted for 28th. Fitter phoned at 4:40pm to say it wouldn’t be that day as still too busy and would try again for 29th but couldn’t promise. I go on holiday in a few days and would like the flooring down before. I can not take anymore time off work and for a smallish bathroom having to pay £30 delivery and over £50 for fitting I think it’s a joke! #stillwaiting!”

Helpful Report

Posted 5 years ago

“Had vinyl laid in my kitchen and 7 months on its got bubbles coming up all over it rang Carpet right and wa s promised a call from the fitters to rectify it 4 days later no phone call and looks like we will have to replace the flooring at our own expense disgusted and would definitely not recommend for either carpets or any other flooring as the fitters are cowboys”

Helpful Report

Posted 5 years ago

“we had hard floor put down 12 months ago now had taken due to doors not opening”

Helpful Report

Posted 5 years ago

“I bought an expensive carpet from Carpetright and it was going to be delivered and fitted with 2 weeks. When the musurer come to verify mesures increased the carpet required even if mesure were the same, so I had to pay more, and original size already contained about 25%, I was concerned and call the shop and they insisted. I had to contact them to find out where it was my carpet to be told they did not have it and it would take them over a month to get it delivered. Once the carpet was fited a full uncunt 2.5 squre meters remained, a part from over 2 square meters of cuts, the added extra soze by the musurer was 2 squate meters. Looking at bills I found that they also charged me for parts that never were ordered by me, nor they were used when fitting the carpet. I complained and they were not in disposition to return the over changed with excuses. Very disaponted and certanly will not shop with them before. I regred doing it even when we had few year back an incident with them”

Helpful Report

Posted 5 years ago

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

Carpetright UK Reviews