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

“1st bed damaged. 2nd order only mattress sent. No calls or compensation. Have to constantly chase people. Avoid!!”

Helpful Report

Posted 1 year ago

“Pressure Selling and Fraudulent trading by Liverpool Aintree store. Breach of Consumer law 2015 work not conducted with reasonable care and skill. Mixed supply and fit contract Measured two steps and invoiced me 11 square meters. I queried and the girl told me steps were awkward. I established from carpet fitter and 2 other carpet companies confirmed there is only 6 square meters and carpet right had invoiced me 11. I asked for a refund the, carpet has not yet been delivered and the Aintree manager has refused to give a full refund. Avoid buying from Carpet Right or you will end up losing money and poor quality carpet. I was also ordering hardwearing carpet for the Lounge due to bi folds leading to the garden and asked the sales guy if the high pile Alabama was hard wearing, he replied yes it was. I later established it is not hard wearing hence not fit for purpose for this area and will look like a rag in a few months. I asked for a refund and the Aintree manager refused to provide a full refund.Carpets have not been delivered. Alabama carpet - only requested a quote, the house had been left uninhabitable by rogue builders and was clearly not ready for carpet for a long time. I requested a hard wearing carpet for high traffic area the bi fold room leading to the garden. I received a sample and to quote they sent a guy from Aintree to measure. Received a follow up call from a lady telling me I needed to give my card details now as the offer was a limited time and prices were going up, this would hold the price regardless if the house would not be ready for a long time. Now I am looking at carpets I checked the sample with a carpet expert and this is extremely poor quality not fit for purpose, low density and will crush. Under the warranty and consumer law Goods not fit for purpose I requested a full refund. The Aintree manager refused hence I am now in dispute to get my money back. After the response below telling me someone would call me back, they did and told me they would not refund my money for Alabama”

Helpful Report

Posted 1 year ago

“Ordered a bed mid August 2022. When it arrived mid September, they'd only ordered the headboard. Took weeks to get the actual bed - meanwhile my son was sleeping on the sofa. No apology or attempt to refund, until I complained. It has taken over 9 months to get a ridiculous amount refunded. No one answers the phone. No one calls back.”

Helpful Report

Posted 2 years ago

“Ripped off by Carpet Right Aintree. Came to measure 2 steps and told me I needed 11 square meters, I queried this as there is only 2 steps this sounded a lot, the girl told me steps are awkward.They took my money £450. Four other carpet companies confirmed there was only 6 square meters they ripped me off. I asked about a high pile carpet Alabama if this was hardwearing they told me yes of course, happily took £585 from my account. I since established this is not hard wearing and will look like a rag in a short time. I have not had either carpets delivered and they refuse to refund my money”

Helpful Report

Posted 2 years ago

“Customer service is absolutely atrocious. Once Carpetright have your money they DONT WANT TO KNOW AVOID AT ALL COSTS”

Helpful Report

Posted 2 years ago

“The young man in the shop was excellent at his job but the fitters are the worst 1st time didn’t fit carpet properly so had to come back 2nd time the guy came to do laminate flooring in my small hall it took him 7 hours and he tried to steal the pack of flooring that was left over….3rd time 2 guys come at at 2 one leaves at 2.15 to get more under lay as they forgot it ???? Huh!!!! He comes back at 6.45 pm what a joke I will never use this company again and will make sure I get this out to my people because this company is running clown ting”

Helpful Report

Posted 2 years ago

“Great carpet, great salesperson who understood my requirements perfectly. showed me the proposed layout, which had a butt join in our passage exactly coinciding with a kitchen doorway (not an ideal situation) She readily agreed an alternative plan. Also, because the same carpet is used in three rooms from the passage there would be no need for threshold strips there. She said no problem to any of these requirements. Then the cowboys arrived. I couldn't in all honesty call them carpet fitters as they didn't seem to know much about the subject. First comment: "You haven't ordered enough threshold strips" I explained why I didn't need them where color is continuous. He simply said "Can't do that". When I asked why He said "Just can't". (Look on YouTube and you will find professional fitters doing just that) Okay then, just refit the old ones where necessary. I Then found that he had put the passageway butt joint in front of the kitchen as per the original obsolete scheme. He tried to wriggle out of this by saying there wasn't any carpet left over to do this. I then pointed out a piece which exactly fulfilled the need, (I know about things like direction of nap and light) which he then did, but this time introducing a slack ripple in the hallway. At the end he had the audacity to warn me that there was now an excessively large gap under a bedroom door. This would not have happened had he not insisted on the unnecessary threshold strip. Okay, all this happened six years ago, but I still have to live with the consequences. daily.”

Helpful Report

Posted 2 years ago

“Very bad experience! We visit their store in Glasgow Great Western Road, Debbie help us to choose a carpet for our bedroom. 1.we doublechecked with her if the total quote including the fitting and she firmly said yes, but when you place your order and received email afterward, actually there is extra fitting charge. 2. she firmly said the carpet is right fit in our bedroom but today, after two man put the carpet on, now our room door cannot close and open , and most importantly, they said they can not do the door cutting, ask me to sort this out by myself :( 3. their manager will ask you to give Debbie good review when you are not finished visiting the store, which was not comfortable and you can think why they got good review. 4. you can complain this to their customer service, they promise they will look at this, and then nothing happen. not helpful! AVOID IT”

Helpful Report

Posted 2 years ago

Hi George, I am sorry to hear about the experience you have had. We have now logged a complaint, we will investigate and make sure this is put right for you. Regards Dean

Posted 2 years ago

“We spent over 1.5k for our flooring and underlay. Halfway through laying out luxury viynl, we notive it was peeling and bending up. After following the installation instructions to a T, we read we had to stop installation as soon as a problem occurs, which we did. We informed carpetright of the issue and after nearly half a year battle, which included going through a small claims court. We still weren't issued a refund!!! The reason was "the manufacturer said there was no issues". We had such a stressful experience, with staff not ringing us back, staff leaving the company or just plain rude. Do not use this company, if you have an issue with the product you'll be stuck with a poor quality product and out of pocket. Avoid at all costs!!”

Helpful Report

Posted 2 years ago

Hi Jack, I am sorry to hear about the experience you have had. I can see a complaint was logged and fully investigated and the ADR details sent. Regards Dean

Posted 2 years ago

“I ordered carpet for my stairs four weeks ago they said it would be two weeks but give three fair enough I got doecirattors in I called after three weeks said don’t worry I will call u next week and have it fitted by weekend said call me next week to confirm no call I called today said sorry carpet out of stock will be in in five weeks I’m sorry not good enough asked for refund promised a call back in couple hours been six no call called again no go as he can’t get a code to refund never needed code to take money still no call back will never be going again terrible customer service still no carpet or a refund ready to kill today as after 7 hours no call back discussing”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the experience you have had and lack of communication. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

“Avoid at all cost. Fitted wrong colour flooring and forgot the beading. Waited a couple of months for both and then fitted the wrong colour beading. Been waiting four months for the correct beading colour and still nothing. Fitters never show up and no one phones to say why.”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear about the experience you are having. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

“Faulty mattress: Carpetright deleted my posts on Facebook and blocked me on Twitter (Very childish) FACT: You might want to think twice about spending your hard earned money at Carpetright who, by the way, are not keen to admit their mistakes and take badly to negative feedback. FACT: I have spent £1000’s (genuinely) on flooring, carpets and a bed/mattress at the Carpetright store, Newport Road, Cardiff. FACT: They sell me a memory foam mattress costing hundreds (well over £1200 with the bed) & fail to tell us at the time of purchase that it needs turning every month although Mohammad (apologies if I have spelt your name wrong) the store manager will say, “Well it’s written somewhere or it should be”. Since being told this, research suggests that the mattress doesn’t need to be turned, it just needs to be rotated from time to time (no specifics shown). Had I known this, we would have done it. FACT: Mattress is now faulty with dips on each side (I have photo evidence but cannot upload here) and they refuse to change it after 14 months even though it’s guaranteed for ten years and it's taken over three months to get this far. FACT: When I first reported the issue with the mattress, I personally handed in a document together with images to a female member of staff. Guess what? They lost it, strange, but very true. FACT: I was requested to send in multiple emails during this process, then more information which became so repetitive that in the end, I said send a service manager from the mattress manufacturer. FACT: When a service manager from the manufacturer called to our home to inspect the mattress, he said he was going to contact the Carpetright branch to advise them he had called and a report would be submitted to them. FACT: After 17 days of waiting for the report, I contacted the Cardiff branch to ask what is happening. Mohammad says, “We were waiting for you to contact us and tell us the service manager had been” (really? It’s for me to contact you?) FACT: He told me I was one of five complaints being dealt with and that he would check where mine was. FACT: Mohammad called me back the following day and after waffling back and forth, I gave up as all I wanted was for the faulty mattress, through no fault of our own to be replaced. No chance and no apology from the branch. FACT: I contacted Nick Worthington direct who is the Managing Director of Carpetright who passed my complaint to one of his colleagues. No luck with that either, just not interested (they’ve had my money so who cares). FACT: I wouldn’t post any untruths on here, so beware if you looking to spend £1000’s and something goes wrong, you may not receive the after sales service you expected. ABSOLUTE FACT: Carpetright, you should be ashamed of yourselves, disgraceful service, childish behaviour removing my posts on Facebook, blocking me on Twitter, you clearly don’t like negative feedback and you delete it and block me - Very childish and unprofessional on your part. REQUEST: Please consider my truthful feedback and change my mattress or don’t expect me to ever set foot into any Carpetright Store again. Date of experience: November 2022, enquiry closed by Carpetright 6th March 2023”

Helpful Report

Posted 2 years ago

“I had a carpet fitted on my landiing and stairs 6 years ago The carpet had been fitted incorrectly, with the stair carpet being cut in strips and not fitting the full lenght of the stairs. I was walking down the stairs and on the third to bottom step where the carpet was pieced my foot went forward and my back and neck hit the stairs behind me i couldnt move. An ambulance had to be called and i was stretchered to hospital and was told i had a disc problem i was off work for five weeks. I didnt make a claim because a friend who worked for carpet right gave me family discount,what a mug i was. Three months later i started getting neck pain, i had an Mri scan to be told c5 to c6 disc in my neck was damaged and had to have an operation to replace the disc with bone. After having the operation i am still feeling discomfort in my neck and back. My advise is if you do get a cowboy fitter employed by carpet right dont be a mug like me and not claim through loyalty , put a claim in stright away its ruined my working life”

Helpful Report

Posted 2 years ago

Hi Sean, I am sorry to hear about the experience you are having. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 2 years ago

“Absolute disaster, will never use again. Firstly we got someone in from carpetright to do the measurements, he missed a 1.5mx1m alcove in our bedroom, the fitters turned up and said they have enough carpet but not as 1 piece, we now have a line where the room meets the alcove as the fitters said the store would need to order again and couldn't say when/if it would be available, also once it was down we had accepted it. Secondly when the fitters turned up they were 11 square metres short of laminate which they only realised when they got low and had to rush off halfway through after a lot of calling around stores trying to source the required laminate flooring to match as the salesman hadn't ordered enough. They disappeared for 2 hours and returned to finish it thankfully with enough boards. Finally the fitter presented us with a bill for just under 960 pounds when we thought we had already paid for fitting, being a contractor I couldn't not pay them as it's their livelihood but it now means we can't afford our mortgage payment this month and will have to borrow off family to meet it. I can't fault the fitters in this, they were brilliant. Kept me informed during the install, did a pre visit and told us what prep we needed to do, they were great.(if you live in the High Wycombe area and get Sukhdip Singh him and his team are brilliant) Such a shame Carpetright can't match their service!”

Helpful Report

Posted 2 years ago

Hi Nathan, I am sorry to hear about the experience you have had and the mistakes made with your order. We will use your feedback to make sure improvements are made. Really pleased to hear the job was all done in the end for you and the fantastic service you have had from the fitters. Regards Dean

Posted 2 years ago

“Absolutely horrible experience! Poor quality of products, unskilled fitters and disgusting after care !”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Carpet fit badly. Carpet fitters said they hadn't noticed the flaw in the carpet until I pointed it out to them. Shocking - I spotted it in seconds! Weeks later I am still waiting for the carpet to be removed and replaced. Their excuse was they had to wait for permission to reorder it even though they visited and apologised for the flaw and the poor fit. Its currently a tripping hazard for my grandson. Rang yesterday - they said they would now reorder the carpet and it will be another week or two on top IF its in stock. We feel totally helpless, upset and frustrated and will never use this company ever again.”

Helpful Report

Posted 2 years ago

Hi Sandy, I am very sorry to hear about the experience you have had and how long it is taking to resolve. Please email the details and order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 2 years ago

“I see I have to put at least one star. Would have prefered zero. Stair carpet very badly fitted. Self employed fitters can't be bothered to spend the time to do the job properly. They argued with each other. We were asked to pay as they we were leaving. We had to pay into his girlfriend's private account! So unprofessional! Carpetright now battling with us and unproductive communication. Dreadful”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to hear about the experience you are having. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate and make sure this is put right. Regards Dean

Posted 2 years ago

“Carpetwrong. We ordered our carpet and vinyl early last August and now, 6 months and 8 visits on, we still do not have a finished job. An experienced fitter surveyed the original work and declared it "shoddy and dangerous". Some of the work has been redone but all the vinyl is still faulty. Customer service say it's the responsibility of the new shop manager and the original fitter (who was sacked). The shop manager told me to talk to customer services. Diabolical service.”

Helpful Report

Posted 2 years ago

Hi Sally, I am sorry to hear about the experience you have had and poor job the fitter has done. We have a complaint logged and we will investigate to resolve. Regards Dean

Posted 2 years ago

“Spend £190 on a rug, not received, over 30 emails/calls no refund and now being ignored. Disgusting where is Will Walsh the CEO in this! We are having to look at legal channels now very stressful and staff that tell you tfry will call you back and just don't. We should be compensated for all the time and effort we have put into trying to get our money back or just the item itself. Go to furniture village/ SCS/ Dunelm ANYWHERE but this company”

Helpful Report

Posted 2 years ago

Hi Nikki, I am really very sorry to hear about the experience you have had and lack of communication. We will investigate to make sure this is resolved asap for you. Regards Dean

Posted 2 years ago

“Just had Carpet ‘right’ round this morning to fit a carpet. The showroom experience was great. The colour matches what we asked for. After two hours of what sounded like people playing rugby on the upstairs floor and stairs and spraying toxic smelling glue products (???) they left, forgot tools, a mess, the quality of the underlay they recommended needed replacing is noticeably less comfortable than we had before and I question whether it’s the same as we were shown in the showroom. Very unimpressed with the precision of the job. They were in such a rush by the sounds of things that it’s not surprising they made mistakes. I want my old grubby carpet back.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews