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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Theives. Took £540 from me in May. No goods. I would have been mugged for less yet they can rob you and walk away.”

Helpful Report

Posted 3 years ago

Good morning Thank you for taking the time to leave your feedback. We are sorry to hear about your experience. Please can you e-mail your details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“Bought a remnant carpet for stairs as on a tight budget and found 1 at £49 When checked receipt discovered I’d paid £64.29 Phoned different store and asked do you add interest on to remnant pieces of carpet in store and got told no and then got several stories why I’d been overcharged glitch in system cos bank holiday discount and another one the extra had been taken off my underlay So clearly very unhappy”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for taking the time to leave your feedback. I am sorry to hear about the issue you have experienced in regards to the pricing. Please can you e-mail your details to customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 3 years ago

“Unfortunately Carpetright were not willing to help rectify the carpet problems in any way. It was suggested that the carpet had come away from the grippers because the suction of the vacuum cleaner was too strong. So, if buying a carpet from carpetright make sure you also have the correct vacuum cleaner. Unbelievable!!”

Helpful Report

Posted 3 years ago

“Poor service and still not rectified 6 months on. Store not interested and complaints team also not interested. Shocking and will not use again.”

Helpful Report

Posted 3 years ago

Hi Claire Thank you for your feedback. I’m sorry to hear about your experience. Please can you email your details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“Dreadful service- the engineered wood flooring has not been lacquered properly and hence from the moment it has been laid it marks- the Cambridge store is very slow in responding and are passing the problem to the manufacturers. I feel sure the situation will not be resolved. I am not impressed with the service.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about the issues with the flooring. Please email the details and order number to customer.service@carpetright.co.uk Regards Dean

Posted 3 years ago

“If I could give 0 stars, I would. Initial sale was fine, then we received a call and they said they had mis quoted and had to charge more for the item/services. The fitter came and said they had also mis quoted and asked for more for his services. We ordered a stair runner which a year one has torn on the fold of each step. The carpet is loose and there are gaps between the carpet and the step... oh and... we have STILL not had our stair rods fitted over a year on... they're now asking for more money to visit the property.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Do not use Carpetright! (Slough). The order went through, a fitting date was given. I took a day off work and cleared my living room of furniture ready for them to come and fit the flooring. No communication from them. I called them 10am on the day of fitting and they said the fitters are loading up. I received a call from them at 11.15am and said the fitters will not be coming as the delivery has not arrived!. They can not give me a new fitting date as they do not know anything! I am left hanging. Absolute joke of a company, totally unprofessional! AVOID FOR YOUR OWN SANITY!!!!!!!!”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for contacting us. I’m sorry to hear about your experience. Please can you send your details to customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 3 years ago

“Initial sales service was great, but then things had taken a turn for the worse. The fitter managed to complete our upstairs and assured us the carpet will relax over time and the waves would dissappear. The did dissappear, but now the carpet needed to be refitted to the rooms. They came back an just squirted a load of adhesive and said it would be fine from now on. It turns out that the glue lasted a little while, but the carpet eventually started to come up on the edges again. This also revealed a poorly finished join which began to come apart. We managed to get a chap from carpetright out to look at the damage and agreed that the carpet fitting was poor - citing that the fitter needed to restretch and the seam had been incorrectly bonded. Since then, the store manager of the Swansea branch had taken charge saying that he'd get this sorted. The fitter hasn't shown up on multiple occasions with no body informing me of the cancellation. Despite accepting that this is a poor job and they'd sort it out, carpetright are now refusing to sort the issue out and have advised me to take it up directly with the fitter. To add, the advise from carpetright is to send an invoice and then proceed with court action. Unfortunately they cannot release the fitter details - no idea how this would work! My issue now is that if I involve another fitter not recommended by carpetright, it will void warrenty. Secondly, I have used services arranged by Carpetright, so I feel like this is their fight. Thirdly, it sounds like this fitter causes other issues on other jobs - why recommend him?”

Helpful Report

Posted 3 years ago

“Please do not consider buying from Carpetright. The day before we were due to have our new carpets we phoned to make sure everything was on track and they told us they would not be there as planned as they didn't know when the carpet was due in and they had no fitters - most had been told to isolate via the covid app, something that they had known about 5 days previously but "hadn't got round to giving us a call yet". We've just found out this was probably a lie to hide the fact the had not planned properly. The new fitting date was today and at 10.30 this morning (when the fitter was due to start at 10!!) we were told that the carpet was the wrong size to fit most of it - they had forgot to check it when it arrived 3 weeks ago and only just noticed!! We cleared out our entire house at the weekend, assured that the fitting would go ahead. The fitter arrived to do the rooms he could but we've now learned that the remaining carpet might be a varying shade as it will be from a different batch. In the meantime we have no idea when the rest will be fitted and have dangerous carpet gripper spikes exposed everywhere.”

Helpful Report

Posted 3 years ago

“Absulate joke!!! Do not buy from Carpetright. if you must do NOT buy from Crawley branch. Rapidly changing management and fitters combined with a staggering level of incompetence and unempowered staff. Customer Services just kept referring us back to the problem shop and problem staff! We have been waiting for our carpet to be refitted after repudiating the work of the first fitter who made a terrible fitting with faulty carpets everywhere. The process took Carpet right to fix this a year and half after sending email after email and despite reaching several agreements, they change the terms unilaterally. How many times can a store get it wrong? Most recently, they even lied to keep face - even though they’ve lost all credibility in my opinion Truly appalling. I’ll never use them again and will happily recount my experience to anyone thinking to use them.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for contacting us. I am sorry to hear about your experience. Please can you e-mail to customer.services@carpetright.co.uk so we can assist you further. Best regards Dilan

Posted 3 years ago

“Poor Quality Carpet Unfortunately the quality of the carpet was not as expected. The first time the carpet was laid it shrunk within weeks and a surveyor organised by Carpetright told us it had to be replaced which was a real inconvenience. A few years later the carpet became detached from the grippers and rucked up in the middle of the rooms and landing. The Carpetright customer service representative agreed that the carpet was not cheap and told us it should have lasted longer and thought there would be a 10 year warranty. After contacting the Dorking Store we were informed that the warranty was only 5 years. Alfi, from the store, was very helpful but unfortunately could not do anything. If we had known the carpet was only expected to last 5 years we would not have chosen it. Incidentally, I followed up with an email to the Carpetright CEO but did not get a response so perhaps this sort of wear is expected. I wouldn't recommend Carpetright but if you do decide to go ahead, ask about the warranty. As the manger said, Carpetright is the "middleman", so warranties are dependent on the manufacturer. The only warranty Carpetright offer is one year on the fitting, so if the carpet comes away from the grippers after a year, you are not covered.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for taking the time to leave your feedback. I am sorry to hear about your experience. Please can you e-mail your details to customer.services@carpetright.co.uk so we can look into this further. Kind regards Dilan

Posted 3 years ago

“Despite these guys offering a 10 year guarantee on mattresses, they will go to lengths and take months to decide not to honour this (so don’t even bother wasting your time and efforts) Ours totally collapsed on one side as per their report, but they claim it was the way it was sat on. Not sure how else to get in and out of the bed without sitting on the edge! Even said at time of purchase have to buy their mattress protector, otherwise any guarantee will not be honoured. If you can’t keep to your advertising, just don’t offer it in the first place. Will never use use carpetright again, dreadful customer service! Ps, Austin, I would get out of that place, most reviews are rubbish but thanks for trying anyway”

Helpful Report

Posted 3 years ago

Good afternoon I am sorry to hear about your experience. Please can you e-mail your details to customer. services@carpetright.co.uk so we can assist you further. Kind regards Dilan

Posted 3 years ago

“We chose Carpetright to re-carpet and laminate our floors. The plan was to replace the downstairs laminate and the upstairs carpet. The ‘3 day’ laminate job took them over 2 months to complete due to huge mistakes by their fitters. The incompetence of the fitters caused us endless issues, from loss of income, limited access to our home for weeks, no access to furniture as that was piled high and covered and we were forced to eat meals upstairs on the edge of our beds until they fixed their mistakes. Overall it was incredibly stressful and we wish that we never picked up the phone to them in the first place. Day 1 (of many) - Carpet Right’s recommended fitter was sent round to uplift the old laminate to asses the sub-floor to see if it needed levelling before the new laminate was fitted. In his opinion he felt the sub-floor was adequate to lay the laminate on. In the next few days the new laminate was cut and fitted and away the fitters went. After walking on the new laminate we noticed huge dips under the floor, so much so that furniture was wobbling and we could not return the room back to the way it was, due to us being concerned that the furniture was going to fall over and break something or hurt someone. IT WAS BAD!!!! We called the store and the fitters came back. We explained the situation and although there was ‘push back’ from the fitters with comments like ‘it will settle’ and ‘not to worry’. After some convincing, the fitters agreed that the floor that was laid was far from acceptable and agreed to fix it. Attempt 2 - The plan was for another fitter to come and self-level the floor on Monday, re-check the problem areas on Tuesday and for the fitters to come and re-fit the laminate on Wednesday. They levelled the floor but decided not to come back on the following day to check the problem areas as promised. Wednesday arrives and as there are still big drops in the floor the fitters did not fit the laminate back down, as we would have had the same bouncing issue we had before. So they went back to the store and we had to wait around two weeks for them to be free to re-fit the laminate again. Baring in mind this should have been noticed on the Tuesday when the self-levelling job was meant to be checked. This caused us to have no access to our downstairs area for two weeks as we had drying floors, furniture stacked up in other rooms and we spent our evenings for those weeks eating our evening meals off the edge of our bed. Every time we called the store to get an issue like this resolved we faced the same answer of ‘the fitters are busy until 1 - 2 weeks from now’. As a customer that has already endured huge set backs due to the stores and fitters mistakes, I would have liked much more urgency to getting a resolution sorted instead of a back of the line attitude. Attempt 3 - The fitters come back and re-fit the laminate and once again we had to cancel work to for them to fix the ongoing issues. We seemed to be getting close to the finish line but they installed the wrong fittings. We called and they came back to fit the correct ones. They stuck the correct door ramps down with double sided tape and we were told ‘it’s not going anywhere’. Not only was it not installed correctly but it started to peel away from the tape 2-3 days later. I called the store once again and demanded that another fitter visited the house to sort this as it seemed pointless to get the double-sided tape fitters round again like the store suggested. I have already raised these issues with the store and their complaints department but I wanted to share our experience to give potential customers an insight to what happened to us, as I wish I had this information before picking up the phone. In the end we cancelled the carpet half of the order and the store gave us back a discount of £171 for the trouble. That price was actually negotiated up from their initial offer of £128.29 but even though we accepted the offer I wish I never called them in the first place. I have now got another company with great reviews in the area to carry out the rest of the work. Sergeant Carpets in Bognor Regis came and saved the day and gave us a professional service that CarpetRight could not come close to. Something to consider - The stores terms and conditions state that Carpetright act as a supplier of materials and are not responsible for issues with the fitters - As you pay the fitters separately. Whilst I understand the theory behind this, Carpetright did take on the role of project manager on this job as they put their own fitters in my property, took them off of the job and swapped them for new fitters. So if their fitters show up and do not do their job correctly I can not understand how Carpetright can not be held accountable as they are the ones providing the bad fitters. Either Carpetright need to do a much better job at making sure their fitters are performing at good standards or don’t supply anyone. Finally, the fitters finished off the job using the skirting trim that they fitted and had to lift up after the floor was not level. So the trim is covered in scratches and old nail holes. A perfect reflection of their overall professionalism and quality. Scratched and defaced as new. Well done Carpetright. Overall, we had a horrid experience using Carpetright and will never be returning.”

Helpful Report

Posted 3 years ago

Good Morning Chris, Thank you for taking the time to share your feedback with us. We are really sorry to hear this and certainly understand how your experience has left you feeling. Although on this occasion we were unable to provide the service we usually do, we do hope that at some point in the future, we will be able to restore your faith in us. We have shared this feedback with the store team and higher management so it can be looked into and used as a learning experience. We thank you once again. Best Wishes, Benji

Posted 3 years ago

“Good until fitter came said he could not do the agreed job completely, chucked all his rubbish over the Fence. One day later all the tile surround came away from the wall. When we contacted the shop the didn't want to know. Why would they as they had our money?”

Helpful Report

Posted 3 years ago

Hi Simon Thank you for your feedback. I’m sorry to hear about your experience with the third party fitter. Please can you email your details over to customer.services@carpetright.co.uk so we can look into this further. Kind regards Dilan

Posted 3 years ago

“We placed an order with Adrian at the stockport branch in june. The flooring was delayed which we accepted and after a few phone calls which I had to keep making we finally got a fit date. In August we were told a fitter would be at our house at 8am. At 9.30am a fitter turned up with a very young teenager saying he was not confident to fit the LVT as he only had very little experience and the main fitter had Covid . They had 3 days to tell us this but didn't so wasted a day off work. Now coming back in 2 and a half weeks as main fitter on holiday as well . We rang Adrian who said there was no other fitters working for them as most are young inexperienced fitters so they only one fitter to cover the whole of stockport. Customer service don't want to know after you have paid. Adrian doesn't want to know after payment has been made and couldn't be bothered to check if any other fitters were available in tge Warrington area or any other area to come to stockport. We wish we bought our flooring from another shop as from start to finish you are constantly chasing and will take about 3 months to get sorted. Adrian tried to turn the issue onto covid and was having a go at me saying covid still exists ect when that was not the issue here . The issue was you have sent an inexperienced fitter with a very young teenager who we felt sorry for to be put in that position to say they couldn't fit the floor to standard. Someone now has to book another day of work for the floor fitters to return and carpetright are not interested and don't do a compensation policy. NICE and I don't want to hear let them in and go to work as there is always an issue with carpetright. Please please don't make any purchases ftom carpetright and AVIOD Adrian. Ps when we ordered our floor with Adrian I went back to the store 3 days later as we over paid to collect the over payment Adrian was rude to me asking me for id and saying he had never seen me before when I purchased the floor from him 3 days earlier .”

Helpful Report

Posted 3 years ago

Good Afternoon, thank you so for sharing your feedback. We are aware of your complaint and this has been shared with higher management to be investigated further and resolved. As soon as we have an update, we will be in touch. Best Wishes, Benji

Posted 3 years ago

“Salisbury store - avoid this place - poor communication peppered with total lies and false promises. Four seperate dates for fitting - 1st wrong colour carpet delivered, the other three times no communication despite email and telephone calls confirming fitting dates. Contacted Customer Services who basically referred back to local store who had been the problem from day one. Nearly 11 weeks later cancelled order and now left with a cleared hallway with no flooring. Hopefully we will find a local companytradesman who can fulfill order in a timely manner.”

Helpful Report

Posted 3 years ago

Good Afternoon Mrs T, thank you for getting in touch and sharing the below. We are really sorry to hear this and certainly understand your frustration. Although we were unable to provide a quality service on this occasion, we do hope that at some point in the future, we are able to restore your faith in us. Best Wishes, Benji

Posted 3 years ago

“Worst experience I have ever had!! Lost my order, had to start from scratch, deceptive about fitting arrangements. Cancelled my fitting day and lied to me on the phone saying I had called and cancelled it. Fitting still not finished and spouting about no compensation policy. Total disgrace, do not use this company ever”

Helpful Report

Posted 3 years ago

Good Evening Tracey, Thank you for taking the time to leave your feedback. I am really sorry to hear about your experience and can assure you this is not our standard of practice. Can you please email us via customer.service@carpetright.co.uk please? Kind regards Benji

Posted 3 years ago

“The Slough store is Carpet wrong! Please use other smaller companies instead! We ordered our vinyl and two months after are yet to get it delivered! They never communicate, you have to keep chasing them over the phone and it’s all the same thing they say everytime. Oh it will be delivered in two weeks, oh you’ll get it in three weeks. The house we just bought is reeling of the old carpet and we thought by now we would have had new ones but no thanks to Carpet right at all! Customer service is non existent once they get your money!! Just excuses upon excuses and more excuses to cover the previous ones! I regret visiting this store for my new home! Very stressful indeed and they just don’t care!”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Carpetright are very helpful while you are spending money with them but once your hard earned cash is in their till,they dont want to know you anymore.For years we have been buying our carpets from their Apsley branch and have had no problems and thought them to be very helpful but as soon as you find a fault in one of their products,they really dont want to know about it.After several attempts to speak to the manager over the phone and with him always to 'busy' to return our calls,we had to visit the store to get his attention.He promised faithfully that he would come and inspect the faulty carpet on the following Tuesday and would ring before hand to let us know the time of his arrival.We stayed in all day on Tuesday waiting for the phone to ring.It never did and no needless to say no visit ensued.We thought that being a big company we would get an apologetic call first thing the next morning with an explanation as to why we were let down.No phone call came,so we decided to phone the store,and guess what?Yes,the manager was busy in the back but would contact us shortly.After two hours of waiting,we again phoned the store and was now told that the manager had left the premises!Annoyed by this action we left a stern message with the sales assistant to tell the manager he had one final chance to show that he wasnt as inept as his actions were displaying.We got a call about an hour later,not by the manager i hasten to add,but by a sales asisstant who told us that a carpet fitter would definitely be visiting us on the Friday to put right our problems.Safe to say that again despite us staying in all day,no visit or even a courtesy call to explain the absence of a visit occured.If big businesses are now acting in a manner where their customers are merely a hinderance and should be treated with utter contempt then Carpetright would be proud to receive a five star rating because they make you feel rather unwanted and problematic.As i stated earlier they are quite happy to take your money butyou are nothing but a nuisance if the product they sell you has a fault.Their after service is non existent.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for taking the time to leave your feedback. I am really sorry to hear about your experience and can assure you this is not our standard of practice. We will raise this with the store management to make sure you get contacted. Kind regards Dilan

Posted 3 years ago

“Having waited 10 weeks for a carpet we were told would be 6 weeks, the fitters arrived at 7.15pm and were still here at 10.30pm, hammering and banging. I'm sure it wasn't their fault as they had a job to do but I will NEVER use Carpetwrong again.”

Helpful Report

Posted 3 years ago

Good afternoon Gillian I am sorry to hear about your fitting experience. Please can you e-mail us your details to customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews