Name: Carpetright UK
Rating: 1.59

“Newbury store let me down several times which was followed by extremely poor customer service, or lack of. Went to downs carpets who provide excellent service and went over and above to provide me with purchase and service - well worth paying more to avoid being let down”

Helpful Report

Posted 5 years ago

“Just terrible, all the carpets were cut on the short side, so all have pulled out at the doorways and frayed. All the carpets have come away from the webbed backing, so they all move and rustle when walked on, and have wrinkles and creases in them all. The manager from our local store visited, took photo`s and declared all the carpets are a direct result of the manufactures supplying a faulty carpet roll. That was it, nothing replaced, no compensation, never heard from him again. Over £2,000 it cost us in carpet and underlay. I would never, ever, ever, use Carpetwrong again. The sooner they go bust and close all the stores the better, so people can use proper independent carpet shops that actually supply what you pay for, and not waste their money like we have. Shocking”

Helpful Report

Posted 5 years ago

“Great people in the shop,,, They have an issue with the 3rd party fitters. I experienced an aggressive one, sort it out carpet right,, you just lost yourself another customer”

Helpful Report

Posted 5 years ago

“Sales side of things was good. Fitting excellent. After sales was appalling. I am still owed a £12 refund as had to change the door bar prior to fitting. Even this too k me two visits to the store and a telephone call as I had no faith in them, I have given up now!! The staff in store, Eltham branch, were useless at sorting out my refund, I wonder how many people they do this to. Based on the after sales service I won’t be using carpet right again. Off to purchase another bedroom and hall stairs and landing carpet from another provider.”

Helpful Report

Posted 5 years ago

“New Malden store. Absolutely shocking experience, which is still ongoing. Ordered carpet over a month ago. Had a delivery date and call on the day from the fitters with time to attend, only then to be called by the store to advise that they didn’t have the carpet. I explained that they needed to make another appointment when they had the carpet, so that this didn’t happen again. I had to call them over a week later to book a appointment for today, only to be called yesterday afternoon to cancel again because the carpet wasn’t available. I spoke to the deputy manager to explain that I wanted a call from the manager. He said that he would get him to call me ASAP, I called them today, as I hadn’t heard from the manager, only to be told that he is on holiday until Monday. Communication atrocious and customer service even worse.”

Helpful Report

Posted 5 years ago

“AVOID THIS TERRIBLE COMPANY!!! Bought a lounge/dining-room carpet, had it fitted and it all looked great for 3 or four years. Then we had a dip in the carpet develop that was 2 inches wide and 3 feet long. Unfortunately we mislaid the original paperwork so decided to just replace the carpet and underlay through a local company. It was then we discovered that the “carpet Fitters”?? had not only left a two inch by three foot gap in the underlay, they also used a mixture of different size pieces of underlay to cover the floor. If this is normal practice please let me know. I won’t be using them again and can not recommend them.”

Helpful Report

Posted 5 years ago

“If by good luck you are reading this review BEFORE placing an order with Carpetright, please do yourself a huge favour and find a local independent contractor instead. I would not wish the stress and hassle we have experienced on anyone. Short story - I’m sitting at home for the fourth time with all my furniture dismantled waiting for a fitter to turn up and no-one can get hold of him. Already been through dispute resolution after first three missed appointments, but still don’t have my carpets 4 months after they were paid for and not looking forward to another night with no furniture and a mattress on the floor.”

Helpful Report

Posted 5 years ago

“Customer service with Carpet is terrible, my carpet arrived damaged, I was lied to by Carpetright manager about the carpet arriving damage, fitters are incompetent and uncaring if they damage property, they will not compensate for redecorating paintwork to skirting, a nail was left under the carpet, damage to stairs while fitting carpet, manager at Bedford store is arrogant and unprofessional, customer service head office are inexperienced and uncaring of customers complaints, I will never use this company again, is it any wonder why so many stores closed down, not surprised after my experience with this company, and not long before they all close down, customer service aftercare is terrible.”

Helpful Report

Posted 5 years ago

“Had a very disgusting experience having a medical condition we ask this company to lay our bathroom floor and have done a shocking job after 3 times of coming out claim its to do with water from the bath not letting it settle all folding and creased and bubbled up and they have only offered a tester to come out”

Helpful Report

Posted 5 years ago

“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

“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

“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

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