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

“I was VERY BADLY stung by this company. I Rupert Raynar bought carpets from there and they CUT through my alarm system and DESTROYED IT! They refuse to reimburse me the £1600 which I had to pay for another alarm system. Not only this but they went bust recently and I had forked out £600 on a carpet for my stairs and bedrooms. Well, they now tell me I have to pay again. I paid another £600! I am in the process of taking legal action.”

Helpful Report

Posted 4 months ago

“‼️ Do NOT purchase from this company - they cannot be trusted and will just steal your money ‼️ Carpetright East Sheen have taken my money and are refusing to fulfil my order even though they have taken my money and have it in stock. You cannot speak to anyone with authority as the regional manager makes decisions and hides away in a ‘non customer facing’ role. To share the full timeline of events; - throughout June and July 2024 we discussed the order and costs. Delays or business issues were never highlighted. - Friday 5th July - placed £2,445.04 order instore. We were ready to fit from that day but was told at this point that one carpet would take 2 weeks (Friday 19th July) and another 6 weeks. Paid with gift card from my rewards scheme at work and used my personal debit card to purchase this - Friday 12th July - I now know they stopped taking orders unless fitting next day. They’ve also said that all customers with pending orders were contacted to offer cancellation and refund but I was never contacted! They just took my money knowing my order would not be fulfilled - Wednesday 17th July - was called by East Sheen branch to say carpet not being fitted Friday 19th as there has been a delay with supplier - which I now know why. Was not updated on situation with business or offered opportunity to cancel orders and told someone would call back with update that day. No one called back at all. - Monday 22nd July - called to find out business was in administration and all orders are not being fulfilled. - Thursday 25th July - visited store but still closed due to IT issue - Friday 26th July - visited East Sheen store and discussed with manager who said he feels they should fulfil the order as this is a unique case but it’s regional managers approval needed. I called for an update Saturday, Sunday, and Monday, as no one called me, but there was no update. On Tuesday I called and had call back with the update that the regional manager wasn’t willing to approve this order, even with one of the carpets already in the warehouse. I’m now also aware that debit and cash orders are being fulfilled as ‘goodwill’ so I do not understand why my order cannot also be fulfilled? The gift card was bought and redeemed 2 weeks before carpetright went into administration so I know, as I work closely with the gift card industry, the money would have flowed back into the carpetright business, just as cash and debit payments would have. I also paid for the gift card with a debit card through my company rewards scheme. I am a loyal customer having placed a similar sized order just 2 years ago when we moved to this area - having been recommended by a neighbour. I’m not one to give bad reviews but I feel very unfairly treated the whole way through this process, strung along and that they have responsibility to fulfil this order, just as they are with similar debit card and cash orders. I do not want a refund, I just want the carpets we took months discussing fitted. Jamie Saunders”

Helpful Report

Posted 4 months ago

“My time writing this is probably not worth it as by the time people see my review Carpet Right will have probably gone bust. Any way, the worst experience ever, won't go into detail but the store manager ( somewhere in Norfolk) is a complete liar, promise's that amount to nothing. Had missing items on my order ( not the fitters fault) and after countless phone calls and emails, even the manager promising to drop items of personally nothing. I've given up on getting my items but future buyer be ware, if Carpet Right do manage to stay in business pass them by and go somewhere else.”

Helpful Report

Posted 4 months ago

“Avoid buying anything !!!!!!!!! . We have been given faulty carpets had five different managers visit our home and said they would change carpets . Eighteen months later been told by new manager Phil that that now cannot do this but would refund within two weeks . Five weeks later we contacted them only to be told that at this present time the company is not giving refunds . We have phoned customer service to now find out the company has filed for solvency . Please be aware as carpetright are still selling products and taking people money despite this . The Durham manager Phil is very rude with no customer service skills , when explaining my frustration on the what looks like we are not going to receive a refund he said he said he was putting the phone down . Disgusting behaviour and terrible company”

Helpful Report

Posted 4 months ago

“Their appointed fitter bodged the flooring so it lifts and mines (laminate). They take no responsibility for their fitters whatsoever, and pre the blame onto the fitter, refuse to confirm who the fitter is anyway as all records are destroyed according to them (BS) so when you approach the fitter to claim off their liability insurance, the fitter says it wasn’t him and it’s up to you to prove! Farcical company with no sense of decency or morals whatsoever, leaving us thousands of pounds out of pocket with a bodged lifting laminate flooring. Avoid like the plague.”

Helpful Report

Posted 5 months ago

“Natalie was knowledgeable and patient”

Helpful Report

Posted 5 months ago

“3 times let down having carpet laid said ordered what a massive lie that was never ever again will go to them”

Helpful Report

Posted 5 months ago

“Products break easily. Horrible website nothing loads at all.”

Helpful Report

Posted 7 months ago

“Carpetright Oldbury only sell the product, they do not provide customer service. They could not give a definite time for the fitting to take place on the day (6th April), not even am or pm, until I pushed them the day before (we had placed the order on the 17th of March). The fitters rang me on the day, basically saying they weren't told they had us on their list until the morning Carpetright had promised us fitting. When the fitters arrived they had only been given one Z-BAR to fit to laminate (not required) by Carpetright, for the toilet doorway and it was aluminium colour not gold as requestedin any case For the 4 doors on the landing the fitters had not been given door bars for them either. All in all, for a UK wide company their service is poor at best, actually it's abysmal.”

Helpful Report

Posted 8 months ago

“Had carpet fitted yesterday by carpet right Tariq made a lovely Job of it can recommend them to fit your carpet we were very happy with the result”

Helpful Report

Posted 8 months ago

“Purchased stair carpet and shop assistant helpful. Fitter came out with no idea of which carpet I was having so wasted time going back to shop to find out On the day of fitting no time given. No reply when phoning shop to try to find out and no reply to voicemail. When fitters had finished they did not clear up the awful mess and had damaged staircase posts. Fitter unable to supply invoice just a personal account to pay into. Went into shop to complain as again phone unanswered. They confirmed the situation was poor that they should have cleared up after themselves and I should be compensated for the damage. They admitted they had received complaints before about this fitter.On speaking to the manager a few days later he simply made excuses and refused any reduction to the fitting cost. Will not be using this company again or recommending it which is a shame as have used them in the past with good results”

Helpful Report

Posted 8 months ago

“Orders are misleading. Overinflated prices and big disounts followed by outside fitters who add on the missing parts and labour they were undersold on the order. Orders aren't taken to invoices! The order is not followed through with an invoice. If their finance system isn't working they snatch money out of your account when they see fit without any communication. A poor company to deal with. Best avoided!”

Helpful Report

Posted 9 months ago

“Had new carpet fitted and carpet right damaged my which is leaving a mark on my carpet after complaining they do not want to do anything about putting it right”

Helpful Report

Posted 9 months ago

“Carpetright Chelmer Village - total lack of miscommunication and incompetence. On Fri 19th Jan 2024 we had Andrew Howe, the “in-house consultant” visit us at home to measure up etc. He sold a good story, telling us from placing the order to fitting will be approximately a 3 week turnaround and completed in a day. When he was inputting all of our details, being a typical salesperson tried to tell us that the carpet we were interested in had finished the 50% promotion (it hadn’t) and he called the office to get the discount honored, which obviously was (must think we’re stupid. I work in a sales environment so I’m fully aware of the traits they use), but we humored it. Our order was for a stair runner with black-edged “whipping” (the main downstairs stairs which are straight), landing carpet (fully carpeted – the same carpet as the stairs), and the same fully, carpeted to the second set of stairs (which are curved) – no runner on those stairs due to them being slightly narrower & curved, & fully carpeted on the second landing. We placed the order the following week, Fri 26th Jan. On 30th Jan the store contacted me to say our carpet was in and arranged a date for our carpet, which was agreed for Fri 23rd Feb. While going through dates for our fitting, the chap I spoke to was going through the available fitters for our fitting. He mentioned one fitter “wasn’t confident enough” to do the fit & another one had an “injury” & would struggle. I told the chap that this doesn’t fill me with confidence, & that I want a competent fitter to fit our carpet. A week later I received a call to say we require two fitting dates to do a “dress fit” for the stair runners. I asked them to explain this as this wasn’t mentioned when we had Andrew Howe at our property. Andrew had taken all the measurements for the stair runner & we were happy with that. We had marked out on our stairs where the carpet would sit & the gap either side of the carpet. The previous communication with the store never mentioned a two-visit fitting either. Plus the runner was just for the straight set of stairs. We were now being told that they could do a “dress fit” on Fri 16th Feb and the second fit on Fri 1st March (so to disregard the 23rd Feb). When my husband finished work that day, he called the store to go through everything again with them (about only having one stair runner, even though our order has two lots of stairs) as we were not happy with the miscommunication. We were told that we were correct, we only require the one visit, and our appointment was back in for Friday 23rd Feb. There seemed to be a lack of understanding from our order that Andrew Howe submitted, to the office understanding it. Quite concerning really. On Tues 20th Feb I received a call from a lady at the store to say that my carpet isn’t in/ready, so will not be fitted on the 23rd. The lady couldn’t explain why. I followed this up with an email to the store, asking for an explanation. Arthur responded back to my email, he was also unsure as to why, & said that he will leave a message for his colleague who was responsible for our fitting/order. I asked for the manager (who is someone called “Scott”) to contact me in the morning, as he’d be there. The following day, Wed 21st Feb, up until 2.00pm I still had received no communication from the store. At 2.39pm I emailed the store (as I could not get through on the phone – I had been “on hold” for 40 mins). I received a call from the store (not the manager Scott), our fitting was now booked in for Fri 1st March. To add to the lack of communication, on Thurs 22nd Feb I received an email confirming my fitting for the next day, Fri 23rd Feb! You really couldn’t make this up. Fri 1st March arrived - our fitting (again). I had taken unpaid leave from work. By 9.30am I still had no idea of an approx time the fitter would be arriving. I tried calling the store from 9.30am to get some clarification. I eventually got through to the the store (Arthur) at 9.50am. He said the fitter organises his own schedule, but surely the fitter knows the night before the number of installations & where they are & can give customers an indication of time or where they are on his schedule, rather than waiting all day & then get a call when they’re 20 mins or so away. He said he’d call the fitter & revert back to me, which he did. He advised me that it’s looking likely that our fitting will be early afternoon, but he’ll get the fitter to call me. Fitter called me an hour later & informed me that he’ll probably be at our property after 2pm ish to fit the landing carpet. I said what about the stairs. He said that hasn’t been “whipped”. I told him that it has & this has been one thing after another with issues. I told him that I was going to call the store. I was told that we do require a “dress fit” for the straight set of stairs, and this should have been explained at the start. My stair runner was not ready & this had not been sent off to be “whipped”. I was told someone will call me back. I did not receive a call, I got an email instead from Arthur, once again apologising & informed me that it was Phil Doe who was responsible for our order & he will be in the store tomorrow, Sat 2nd March, as will the manager, Scott. I emailed back stating that this isn’t good enough. My husband called the fitter later that afternoon, the job he was on (when I spoke to him earlier) was proving to be a lot trickier/problematic that it should have been so he said he wouldn’t arrive at our property (to do the landing) until approx 5pm! My husband said no, you’re not arriving at our property at that time and for only half the job to be completed also. We ended up arranging everything through the fitter, to have our full order fitting now on 15th March, 7 weeks from when we ordered. I wasted a day of my time and work. I am still awaiting a call from Phil Doe & also the manager, Scott. It’s no surprise the lack of incompetence at the store when the manager doesn’t appear to manage at all & follow up on customer issues when requested. Every time I’ve called he is never there, quite elusive it appears. We appreciate Arthur doing his best to help and sort out our numerous issues. Never again will we order from Carpetright, the whole process has been extremely stressful. I’ve lost money through not working, had to buy temporary runners for my landings, here’s praying that our carpet gets fitted on 15th March 2024.”

Helpful Report

Posted 9 months ago

“Ordered a rug which did not arrive. I phoned customer service to find out what happened to my order. I received an email stating that I had rejected the delivery (this did not happen). I emailed to say I still wanted my order. Waited again, (waited a few days) still no delivery or contact so cancelled my order. Over two weeks later and after several phone calls I am still trying to get my money back. Really bad customer service. Would not order from this company again.”

Helpful Report

Posted 9 months ago

“The worst customer experience ever with Carpetright, the carpet was mis-sold in-store with no advice given that wool carpets shed fibres, store level managers have no product knowledge or customer care skills. My bad experience with head office pretty much started, when I recently purchased a new carpet for stairs and landing with an order of nearly £1,100. The service was awful when complained. The carpet was poorly fitted and they done a terrible job. The Carpet was pilling and shedding after a month, when I complained to the head office and store where I purchased the carpet I was told this is natural for a wool carpet, now it is going bald on stair treads and constantly pilling looking like a second hand carpet. The company does not follow their own complaints procedure. Head is very Defensive. Refused to refund full cost. They are blaming the ‘independent fitter’ that they recommended, carpet supplied came pre-cut. Terrible service when I complained constantly, the staff are incompetent at head-office, no product knowledge. I SHALL BE SUEING FOR DAMAGES AND FULL COSTS. ANY CUSTOMER LOOKING TO USE CARPETRIGHT AVOID AT ALL COSTS. I WOULD NEVER RECOMMEND THIS COMPANY TO ANY CUSTOMER OR FAMILY MEMBERS.”

Helpful Report

Posted 10 months ago

“Faulty carpet, unravelled after only a few weeks of installation. Trying to get a response from store was a painful experience and after weeks of waiting and having to open a complaint case they send round the manufacturer inspector who obviously decides it's my fault based on zero evidence and case was immediately closed. Now having to fight and waste time trying to get a fair result.”

Helpful Report

Posted 10 months ago

“Worst experience . Badly fitted and incomplete job. After three visits to install one small area of carpet I now have a missing piece and told by Carpetright it's not their fault contact the installer. Would NEVER recommend and sorry I ever let them in my house.”

Helpful Report

Posted 10 months ago

“Called into Waterlooville carpetright yesterday had a long discussion about what I needed spoke to customer adviser Peter couldn't have been more helpful thank you for your patience”

Helpful Report

Posted 10 months ago

“I would give ministers if I could. Literally dreadful in every aspect. Poor quality product. Badly fitted (not fitted to the wall) Unresponsive to complaint. Defensive. Argued that the issue was with the ‘independent fitter’ that they sourced and sent to my home. Honestly. DO NOT USE. I really cannot say it loudly enough.”

Helpful Report

Posted 10 months ago

Carpetright UK is rated 1.6 based on 1,137 reviews