Name: Carpetright UK
Rating: 1.59

“Terrible - Ordered a carpet in May - we were given a delivery date - in early July the night before we moved all the ornaments, lamps and electricals out of the room as instructed. The following day the carpet fitter arrived to tell us that the carpet was too short and wouldn't be fitted. Then we were told it wouldn't be in stock until September. Now we are told that there still is no stock. They have had our money since May and no carpet and will not offer us compensation. We called the store manager in Reading and although he says his name is Mark he will not give us his surname and the company policy is not to offer compensation. I logged a complaint by email to the customer service number two weeks ago but have not had a reply !. I have forwarded it again today. Nobody cares !”

Helpful Report

Posted 3 years ago

Good evening Sue Thank you for contacting us. I am sorry to hear about your experience. We will follow this up to make sure you get contacted with an update. Kind regards Dilan

Posted 3 years ago

“Ordered my carpet from carpetright and was given a fit date. Near the date I hadn't heard from them so I rang only to be told that the carpet wasn't in store yet as they had issues at the manufacturer. This was highly inconvenient as we had moved everything out of the room in readiness. Were they going to tell me if I hadn't rung? I was contacted some weeks later to say the carpet had arrived and picked my fit date. Fitters arrived, fitted the underlay and then rolled out the carpet. I went upstairs to look and the carpet was completely the wrong colour!! It wasn't my order at all and I now have to get the carpet reordered all over again. I told carpetright that I was not happy and that I wanted compensation but they said they don't do that but they might arrange a bit of a discount on future orders. I told them I had numerous other carpets to fit in the house but that Carpetright would be the very last place I would buy another carpet from. When I asked the salesman if he expected me to place another order after this fiasco, he said "well some people do". What can I say except they must be happy to put up with shoddy service and a complete lack of responsibility. Apparently it's not Carpetright's fault and the bags come labelled from the manufacturer but they don't check to ensure they are correct. How do this company retain customers??😬😡”

Helpful Report

Posted 3 years ago

Good Afternoon, we're so sorry to hear this and certainly understand your frustrations. So that we can have your concerns addressed. Please email us via customer.service@carpetright.co.uk and we'll have this addressed. Best Wishes, Benji

Posted 3 years ago

“Very misleading website! Recently I ordered two 4’6 double beds from your website. Yesterday the beds arrived but did not include the headboards. Luckily for me I had visited your Chester store prior to delivery as I wanted to see the beds in person. Whilst in store I was assisted by a very helpful member of your staff but unfortunately whilst looking at the beds it dawned on me that I may not have head boards included, as per the pictures on your website and on my confirmation order email which clear as day included a headboard. She checked my order carefully and she told me one bed definitely DID NOT have a head board but the status of the second bed was not clear. I had to call customer services to see if there was a headboard included with the second bed. Both the lady in the store and the gentleman on the phone could not work out if it had a head board with it. Eventually he clarified that it didn’t. The question being that if it took your staff some time to figure this out, how was I meant too? Your website is very misleading. I carefully picked the bed, the size, the number of drawers etc but at no point was it clear that the bed did not come with a headboard nor presented me with an option to choose a head board. If I had not found this out in advance there may also have been a potential problem for your delivery drivers yesterday who may have been faced with an unhappy customer. Both the shop staff and the customer care call handler both told me your website is deliberately misleading. They also told me to write to you as you apparently don’t listen to staff feedback, only the customers. The call handler also told me the only way I would have known about the lack of headboards is by opening the T&Cs. Yes, and fair enough I should have done this and read them carefully but you would think an option to add a headboard would be as clear as the option to add draws or pick the colour of the bed!!! Apparently, according to your social media reply, this option only appears if the headboard is available. After about 45 minutes of faffing with calling the call centre etc to clarify my order and search for the correct headboard I eventually purchased two head boards, one for each bed. Unfortunately one matching headboard was not available, and the staff don’t think it had been available when I ordered initially. This is disappointing given the money I have spent and is not really want I want as I now have a head board that doesn’t match the bed. This came at an additional cost of over £500 an expense I already thought I had covered. However, you also suffer in this as I would have bought the headboards regardless so actually due to the misleading “fault” on your website you are now having to provide me with two rounds of delivery and installation. This is costing you money! I want to write you as you are a big and reputable company. I do not understand why your website would not give an option of adding a headboard?? Ultimately this must be costing you money? I imagine there are many orders being delivered to people who are expecting headboards, which actually are not included. My beds arrived yesterday and they are beautiful…but if they had arrived without headboards, and had I not been aware of this prior to delivery, I would not have been happy. I would also question the number of people who initially expected or wanted headboards who may then take their custom elsewhere to purchase these? I certainly may have done if the lady in the store had not been so helpful and supportive. Furthermore, I will now have to sacrifice another day at work for a second delivery. This could have all been prevented by giving me a simple option to select a head board!! I hope you take this feedback seriously and can look into this matter.”

Helpful Report

Posted 3 years ago

Good Evening Victoria, Thank you for getting in touch and sharing the above. We are aware of your query and do apologise that the sale of your headboard wasn't provided with your bed order. As previously explained, we state that headboard sales are separate in our product information section and we also suggest this in our frequently bought together section. Once again, we are sorry that this was missed and for any inconveniences caused. Best Wishes, Benji

Posted 3 years ago

“Shambolic, no other words needed”

Helpful Report

Posted 3 years ago

Good Evening Barry, thank you for taking the time to get in touch and share your feedback with us. So that we can look into this further, are you able to email us via customer.service@carpetright.co.uk. Best Wishes, Benji

Posted 3 years ago

“I ordered a bed with matress and was told I was better getting a matress Proctor £75 so I got one the bed cost in total £1300 it had 4 drawers one either side next to my bed table this was a king size bed we paid for silver service when it arrived they almost chucked it together then I noticed the bed was the wrong one the drawers near my bed table were large ones I couldn't open them so they said we will tell the shop what has happened the correct bed arrived 3 weeks later and the delivery men after taking the wrong one away rushed the other bed in my bedroom leaving me to assemble ig good job I was able to and the matress weighed a ton after 2 years and 6 months my shoulder started paining and my partners arm was hurting I went to the shop in lockdown there was someone there he said you will have to come back when we come out of lockdown so it must have been 4 months then I told them the bed had a big ridge down the middle and where I slept I sunk in and it was putting pressure on my arm they told Ms to take photos of thr bed I would have thought that was there job I sent them to the shop then they sent them to the manufacturer I got a response later saying they didn't think anything was wrong with the matress and I would have to pay for someone to inspect the bed I told them I was getting onbudsman involved they arranged for someone to come out this was 4 weeks Tim's I waited in all morning no one came so I complained they said someone came out but no one I he didn't leave a note or anything no one came so the company said they will send someone else out another 4 weeks men while my arm is in lots of pain he came to my house and said thr bed is in spec and it would have to be another 4 inch lower for manufacturers to do something so I have gone 6 months for them to tell me this the matress with bed is 3 year old to say I complained 6 months ago the matress cost £550 pounds you get no help with this company a waste of time I cant recommend carpetright to anyone don't buy from them the matress is going I the skip when my new matress arrives hope my arm gets better then very upset with this company Kenny”

Helpful Report

Posted 3 years ago

Good Morning Kenny, Thank you for getting in touch and sharing your feedback with us. We're really sorry to hear of your mattress and how this has left you feeling. Unfortunately as the inspection came back with no findings, we were unable to assist further which we do understand is disappointing. We do hope in the future, we are able to restore your faith in us. Best Wishes, Carpetright

Posted 3 years ago

“I will never use this company again. No accountability and appalling customer service. We have spent over eighteen months trying to get our flooring issue resolved after spending a considerable amount of money on what we believed to be quality LVT flooring for our downstairs floors, they have warped out of shape, the planks have separated and the edges have still not been sealed. The fitter refuses to respond to messages, the store are rude and we are very angry. AVOID AT ALL COSTS, your money will be better spent elsewhere, trust me. I would not even award a one star but there is no other option.”

Helpful Report

Posted 3 years ago

Good Afternoon, thank you for getting in touch. We're really sorry to read of your experience and how this has left you feeling. So that we can look into this, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 3 years ago

“One star is way to much , I purchased a carpet for my hall stairs and landing waited 5 weeks was told to have area cleared for. Fitter my old carpet removed the night prior and put out I received a call mid morning the day of fitting to be told a carpet had arrived but was the wrong colour and it would take 6 weeks to receive my original order ( fitter recognized mistake not the store ) I was given two choices have the wrong carpet laid or wait neither was an option I am registered disabled housebound and have mobility issues to descend the stairs is at best precarious this would have been a extremely dangerous as my stairs had gripper rod on back and front giving little room for foot placement I explained this to store manager he could not have cared less the store would do nothing to help you would have thought the colour mistake was my fault Ibasically take the wrong colour or do without was there only response I asked if they would put the cheapest floor covering they had down at least on my stairs answer no I called customer services they were horrendous not sure which was worse eventually I had to make expensive decision and ask the store if I could purchase a cheap carpet myself from them and have it fitted of course they said yes so £200 later carpet and fitting ) I had a carpet down called following Monday to ensure my original carpet had been reordered sales guy couldn’t find any re order at all having shopped with carpetright over 25 years never again I intended to carpet entire house will be looking elsewhere shocked they can treat customers like this but happy to take money”

Helpful Report

Posted 3 years ago

Good Afternoon Diane, thank you for getting in touch. We're really sorry to read of your experience and how this has left you feeling. So that we can look into this, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 3 years ago

“WITHOUT PREJUDICE BUYER BEWARE I purchased a new lounge and hall carpet from Carpet Right on the 04.01.19 , this was fitted by your fitter on the 29.01.19. at the time of fitting I was advised that what transpires to be fault lines in the carpet, would walk out in between 12- 18 months. I left it a considerable time to give the product time to walk out as stated by your fitter. I contacted Carpet Right on the 02.05.21 and Sam Oliver came out and stated that it was a fault in the carpet which would have never walked out however long it was left and that it shouldn't have been fitted. He took photographs of the fault lines and said he would forward them to Head Office for a resolution to the problem . It transpires that Balta of Belgium and Carpet Right have decided that due to the time frame they can't and won't do anything about it, I was made aware of this on Friday the 18th June 2021 ,after my waiting and contacting Carpet Right on tens of occasions in the interim period from the 02.05.2021. I have logged these calls. I would wish to drawer your attention to your IMPORTANT INFORMATION ABOUT YOUR ORDER. under the heading FITTING (FLOOR COVERINGS). the third paragraph states " We retain full responsibility for the products". The product was not and is not fit for purpose and never has been , and should not have been fitted. With the absence of a satisfactory resolution to your problem , regarding your product I am left with no option but to seek legal guidance as to the way forward.”

Helpful Report

Posted 3 years ago

Good Afternoon David, we're really sorry to hear of this. So that we can look into this further. Can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 3 years ago

“Purchased a mattress. Mattress was faulty (within 3 months) reported to Carpetright who had no interest. Emailed customer service who just wanted to ping pong emails. After 9 months admitted liability. Tom in the Peterborough store offered a refund once the replacement mattress arrives (as long as its sealed and not opened). New mattress arrived after a month. (Every Monday would get email your mattress will be with you on Thursday, this went on for four Monday's) it arrived on a Friday. Rang up the store to inform the mattress is here and I will be in to get my refund, as wanted no more messing about and an end do the headache. Tom apparently was on holiday. Karl got back to me saying Tom had not agreed to a refund. I realised they just fibbing me off. I emailed Mr Walsh the managing director of Carpetright (marked Private and Confidential) who has not even bothered replying. Did also message the regional manager (Gary Greaves) who also has not replied. The are in hiding over £400.”

Helpful Report

Posted 3 years ago

Hi Mohammed, We are still investigating the issue and will be in touch. Regards Dean

Posted 3 years ago

“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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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