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

“Absolutely shocking service I am receiving at this moment. Opened a complaint up 19/10/2020 still nothing has been done, my complaint adviser which I have spoken to many a times has been woeful. Constant phone calls trying to get hold of her and not 1 response this week. Been over 12 weeks and this still goes on.”

Helpful Report

Posted 3 years ago

Good Morning, We're very sorry to hear this. So that we can follow this up for you, please email customer.service@carpetright.co.uk and we'll certainly investigate this further. Best Wishes,

Posted 3 years ago

“My carpet was ordered in september I,was told it would be fitted in november.Irang up in nov and was told the carpet had arrived in the warehouse but could not be fitted till after xmas due to the lockdown. i was finally told the carpet would be fitted on the 4th january, this was then cancelled as the fitter apparantly was not available, so i was then told it would be done on the 7th of january today, i,m all prepared then i get a phonecall this morning cancelling again telling me the carpet they have been sent is the wrong size so will have be reorder,d and fitted next week, so why did they not check the size when it arrived in the warehouse back in november . This is just bull.... and if my carpet does not arrive next week i will be demanding a refund and going elsewhere.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“I had a carpet fitted by you four years ago. After 2 years signs of wear appeared on the stairs in spite of being told the carpet was suitable for stairs. It also came with a worthless guarantee of 10 years. I was told it was I quote ‘the way I use the stairs’ I am a pensioner living on my own so this was rubbish. After a lot of arguing with the very rude shop manager at the Chadwell Branch I had no option but to pay over £100 to have the stair carpet replaced. The fitter who was not employed by Carpetright agreed the carpet was faulty. Update, 2 years later the new stair carpet has been down the same time as the original carpet. There is no sign of any wear or tear on the carpet. I go up and down the stairs in exactly the same way so it is obvious the original carpet was faulty. I was conned into paying an extra £100 to replace the stair carpet and had to put up with the rudeness and insults from the store manager. I had used Carpetright many times before with no complaints but I would never ever use them again. Terrible customer service.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“I had a hall stairway carpet fitted and the service was excellent from the ordering to the fitting. It was from the Meadowhall branch at Sheffield The two gentleman fitting the stairway were so professional but extremely friendly and even took their time. The lady I ordered with kept me so well informed with the process and I would have no hesitation using them again. The carpet looks beautiful and the end result is amazing. Thankyou carpet right”

Helpful Report

Posted 4 years ago

Hi Mrs Taylor Thank you for your feedback. I’m so pleased to hear about your great experience. We look forward to seeing you again. Best regards Dilan

Posted 4 years ago

“My review is a review of the purchasing process for the carpet. Dubin and Murat from the Clapham High Street Branch of Carpetright have been first class in their advice and in providing a fair quote - with good, professional explanation of the quote components and good, fair minded negotiation. Together, we worked closely to analyse just the right carpet to purchase in terms of quality, colour and value. I have every confidence that the actual taking up of my existing carpet and the putting in of the new one will be done to the highest professional standard and - once this work is done, I look forward to commenting on the timing, quality, efficiency and due diligence. The first phase - advice and purchasing of the right quality carpet at the right price and value - has been very good indeed (so 5 Stars for that). Tristan Jervis. Tel: +44 (0) 771 363 8396.”

Helpful Report

Posted 4 years ago

Good Afternoon Tristan, Thank you for sharing such lovely feedback on our Clapham team. We really appreciate you taking the time to share your amazing comments. Best Wishes, Benji

Posted 4 years ago

“Brought carpet from the Staines store and asked for a member of staff to measure up for me ..... when I went to buy the carpet their measurements were so wrong I had enough carpet to also do another room so it cost me hundreds of pounds too much. This definitely was not an off cut be careful when they do the measuring for you it could result in you spending way more than you need to”

Helpful Report

Posted 4 years ago

Good morning Thanks for contacting us. I’m sorry to hear about your experience. For us to be able to look into this please email your order details customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“Poor Poor Poor Service! STAY CLEAR! I have been liaising with them for almost 6 months. Originally fitted a faulty carpet! Never turn up when they are meant to! Always having chasing them! They never call. Quick to take your cash! Poor service in return! Still perusing my complaint and the want to close it by offering a compensation figure of £38. Paid £70 to the fitters who did a terrible job. I'm at a loss!”

Helpful Report

Posted 4 years ago

Good Evening, really sorry to hear this. Please do email us via customer.service@carpetright.co.uk so that we can follow this up with the store on your behalf. Best Wishes, Benji

Posted 4 years ago

“Had carpet laid couple months ago & the fitters damaged 2 walls, had redone by decorator & have made 2 visits to shop to complain & emails of damage etc & still had no response , lady says she contact us & sort out & never has , this has been going on for months”

Helpful Report

Posted 4 years ago

Hi Sharon, I am very sorry to hear about the damage and how long this is taking to resolve. Please email us with the details so customer.services@carpetright.co.uk or call on 0330 3333 444 Option 4 Regards Dean

Posted 4 years ago

“Still waiting for fitting laminate flooring after 2 cancellations. Supposed to have been fitted in November then December. Moved furniture twice and now back twice”

Helpful Report

Posted 4 years ago

Good Afternoon, Really sorry to hear that this has happened. Can you email us via customer.service@carpetright.co.uk so we can look into this please. Best Wishes, Benji

Posted 4 years ago

“Laminate flooring faded in certain areas clearly shown in photo taken by those who laid it I was blamed for it got no compensation they refused to change it. I no longer buy from them and if you are thinking of using carpetright DON'T.”

Helpful Report

Posted 4 years ago

Good Morning T, very sorry to hear that this has happened. We do apologise that after contacting us, the resolution received wasn't what you wanted. If there is anything else that we can do to assist, please do email via customer.service@carpetright.co.uk. Best Wishes.

Posted 4 years ago

“We got a carpet from Trafford park branch , the carpet was just under £1000 and we expected it to last but after just over two years the carpet was flat and matted I contacted the branch by email and after a few attempts a man came out to look at the carpet comments like , it’s traffic , could be fat walked in from the kitchen , build up of dirt , using the wrong Hoover . He was rude and abrupt and tried to tell me they had no information regarding carpet type so would be unable to trace it when I said all transactions are on the system tried to tell me that there was a new one in plant after arguing with me left with the attitude that if I can not find the paperwork tuff I got in contact with the complaints and all of a sudden it was found 12 weeks went by many emails no reply once again head office anyway it went on and on to the end we’re i got a phone call to say nothing easy being find as that is the nature of that carpet it’s colour and texture and there advice was to use a pull along hoover absolutely disgusting and bad practice I will never use them again the men that work there are truly unhelpful and talk down to customers and has coursed me so much anxiety I have been diagnosed with skin cancer in June and all this stress has just made me more depressed and feeling worth less”

Helpful Report

Posted 4 years ago

Good Morning Tracey, thank you for getting in touch and sharing your feedback. We are really sorry to hear of your experience and how this has left you feeling. We do try our best to look into our customers concerns and reach a suitable resolution once investigated. Unfortunately. the outcome of our investigations aren't always satisfactory and we are truly sorry for this. Best Wishes, Benji

Posted 4 years ago

“I ordered carpet for three bedrooms, making it clear that I needed the fitting split; two rooms first, then the other one - simply because I could not shift all contents. I was told that would be fine, and I have since noticed that my receipt (upfront payment in full) specified "2 fitting job". The fitting centre then said however that it was not possible, that fitters (YOUR sub-contractors) only came out once. When out of desperation I offered to pay the fitters extra, bingo, the Carpetright warehouse person said that would be fine. And when I said I would contact customer service the same person said if he had known I would be "difficult" he would have told the fitters they could only do all 3 rooms same day. Two rooms fitted today, one with a few wrinkles which i am assured will settle in a week. Not holding out any hope for it being rectified if that turns out wrong. I'm now knackered after shifting stuff around for other room being fitted tomorrow, and I'm having to pay the fitters an extra £100 for the privilege. Really poor customer service and misleading at point of sale- and heaven knows what the £51.20 "fitting service administration" charge was for. Never again will I buy from Carpetright and would strongly discourage anyone else from doing so.”

Helpful Report

Posted 4 years ago

Hi Katharine, I am sorry to hear about the experience you have had. Please email us to customer.services@carpetright.co.uk so we can help with this issue. Regards Dean

Posted 4 years ago

“Finally got my money owed for fitting from carpetright it only took 10 months of sending emails upon emails it's a disgrace how they treat the fitters I have now stopped fitting for them it's not worth the hassle all the hard work that we do for them do not get you anywhere I think that you are better off going it alone at least you won't get any grief”

Helpful Report

Posted 4 years ago

“Absolutely terrible service. Never ever will I use Carpet right again .”

Helpful Report

Posted 4 years ago

Good Evening, I'm very sorry to see you rated us 1*. So we can help with this, can you please email your details over to customer.services@carpetright.co.uk so we can look into this further for you. Best Wishes, Benji

Posted 4 years ago

“Still waiting for my item, ordered 2nd week of August until now it hasn’t arrived ,it’s been 4 months!!!! Imagine I was told to wait another 28 days . I have to chase my item several times & they’re not communicating after taking a payment. An absolute disgusting service & unreliable company (incompetent staff, very poor communication to customer , delaying delivery after ordering, absolute liers!) This Carpet right branch in Dartford should close as you already have a bad reputation . If I only knew about your unreliable service as it’s my first time to use this shop I wouldn’t dare to shop here. You deserved a zero rate . To all future customers I’m not recommending this shop😡”

Helpful Report

Posted 4 years ago

God afternoon Valerie Thank you for your feedback. I'm sorry for the delay and lack of communication. We will follow this up and make sure you get contacted in regards to your order. Kind regards, Dilan

Posted 4 years ago

“Do not order beds from carpetright you wait weeks for delivery they use last mile solutions to deliver how give u a day and don.t turn up keep away from carpet right”

Helpful Report

Posted 4 years ago

Good Morning, sorry to hear this. Can you email us via customer.service@carpetright.co.uk so we can look into this further for you please. Best Wishes, Benji

Posted 4 years ago

“ABSOLUTE LIERS!! Ordered a carpet 6 weeks ago - kept getting fobbed off with lies. Finally promised it was in store only to be called the morning of the fitting to be told that it wasn’t in store at all!! Liers!!! Don’t use them!!!”

Helpful Report

Posted 4 years ago

Good Afternoon Deepa, we're sorry to hear of this and asked for you to provide us with some more info on your Trust Pilot review. So that we can look into this further, please do so at your earliest convenience. Best Regards Benji

Posted 4 years ago

“Wish I could give ZERO stars! If you are expecting to get an actual carpet from Carpetright then you will be disappointed- we went to the Woking branch, ordered carpet A, had this fitting cancelled two days before it was due as there was no stock! (After stripping two rooms of all old carpet and furniture in preparation...) so we went back and ordered carpet B as a replacement, had this fitting cancelled as no stock -again- then were told carpet A was back in stock and arranged another fitting, surprise surprise (after removing furniture from bedrooms for the second time) this was cancelled the day before as not in stock!! We have to constantly chase up our order, nobody really bothers to keep us updated, we are still waiting to hear back from them today and nothing so far, nobody answers the phone, zero customer service, complete and utter SHAMBLES - we have wasted weeks of our time- so avoid AT ALL COST and go elsewhere- I wish we had!!!”

Helpful Report

Posted 4 years ago

Good Afternoon. I am sorry you have had to score us only 1*. Please email us via customer.services@carpetright.co.uk so we can look into this further for you with our store team. Best Wishes, Benji

Posted 4 years ago

“One of the worst companies I've ever dealt with. From finding out the guy who visited lied to us through to them trying to take double the money on the order down to them not having the items in stock after waiting months on end it went from bad to worse. Customer Service is non existent. The central team ask you to call or email only to pass you onto the store where they'll try and pass you back. It is an absolute fraud of an operation and is ripping people off left right and centre. Listen to myself and the other reviewers here. Avoid this company at all costs.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for getting in touch. I'm really sorry to hear this. We do send it over to the stores as we feel they're better positioned in some instances to deal and resolve the issues raised. This allows them to opportunity to put right what went wrong and offer their personal apologies. I'm very sorry to hear that on this occasion, you weren't assisted as you should have been. So that we can have this addressed, can you email us via customer.services@carpetright.co.uk please? We'll certainly look into the concerns raised and see how best we can resolve your concerns. Best Wishes, Benji

Posted 4 years ago

“Writing this review on behalf of the carpetfitters that work for you we are fed up with excuses that you make about the spo,s that we are owed we have done the work and we want money not excuses you are going to lose your fitters if they don't get paid just pay up”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for your review. We have emailed you privately in regards to your comments. Best Wishes, Benji

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews