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Carpetright UK Reviews

1.6 Rating 1,130 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

1.6

Based on 1,130 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

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

“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.”

Posted 1 year 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”

Posted 1 year 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 1 year 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!!”

Posted 1 year 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 1 year 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”

Posted 1 year 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 1 year 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.”

Posted 1 year 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 1 year 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”

Posted 1 year 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”

Posted 1 year 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 1 year 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!”

Posted 1 year 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 1 year ago

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

Posted 1 year 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 1 year 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.”

Posted 1 year 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 1 year 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”

Posted 1 year 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 1 year 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.”

Posted 1 year 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 1 year 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”

Posted 1 year 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 1 year 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.”

Posted 1 year 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 1 year ago

“wrong flooring fitted 4 months ago - still waiting for fitter refund”

Posted 1 year ago

Hi, I am sorry to hear you are still waiting on your refund. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“Having had to replace the landing and hall carpet due to an accident I was limited to using Carpetright because of the cost. In hindsight I should never have bothered. Like others have said on this review site, the sales are all friendly and you'd think that just carpet, not laminate or other type of flooring, plain carpet would not be something that could get so screwed up. Alas I was wrong. The facts are: The old carpet was removed with carpet gripper on the top stiar and down the stairs and instead of installing the new carpet with gripper, the "fitter" used nails!!!! In the stairs!!! He also used nails on the landing narrowly missing the central hot water pipe by about 4cm, otherwise that would have been a very expensive carpet and another claim on my insurance. The old hallway carpet did not come up in one piece and there were chunks of it still attached the floor. But instead of the fitter removing the chunks properly, he simply laid the new carpet over the top of it, which led to it puckering in the hall which was clearly visible to the naked eye. He then botched the installation of the bottom stair and then said I don't have enough carpet left to redo the bottom stair and as such attempted to and have to say botched it even more by stretching it using what I counted with 12 nails all of which were poking through the carpet so anyone who would touch it would get their skin cut to pieces by the exposed nails. Carpetright agreed to completely replace the carpet in the hall and stairs and this has now been done, but I have to say I would never use them again by choice. It took 6 weeks from the first install to the second. A long time to resolve an issue that Carpetright caused by employing a fitter that was clearly not experienced enough or simply didn't care about the quality of his work. In summary, I cannot stress enough how much you should avoid spending your hard earned money with Carpetright.”

Posted 1 year ago

Hi Veronica, I am very sorry to hear about the experience you have had with the fitters at first and then trying to getting the matter sorted. We will make sure the service improves going forward. Regards Dean

Posted 1 year ago

“The St Neots store is closing anyway (where I had my problem) but don’t order with this company at all, especially avoid Roger and a spineless weasel called Stefan. Failed fitting caused big problems for me, the store made no attempt to contact me and when I did get through to them after many attempts said that I had to call them again in a few days to rearrange delivery. Not a word of apology. No one answered emails and they were definitely ducking my calls as they picked up when I dialled on my wife’s phone despite having been on hold for 25 minutes on mine at the exact same time. Was eventually offered a refund that didn’t even cover my costs, which they didn’t honour!! I had to stand in the store like an idiot while someone just stared at me saying they couldn’t do anything, but no explanation as to why not! They scribbled a note on a scrap of paper that got thrown onto a pile of papers on a desk (which seemed to be other customer complaints), containing my personal information that anyone could have picked up!! The customer service email address they provide will rob you of even more of your life as you re type the story yet again, only for no one to get back to you. Save your money, DONT USE CARPET RIGHT!!”

Posted 1 year ago

Hi, I am very sorry to hear about the experience you have had and the poor service. We will investigate the points you have raised to make sure things improve going forward. Regards Dean

Posted 1 year ago

“Avoid this company at all costs!! Had two rooms booked for a carpet fitting, the first turned up very short (paperwork was all correct, measurements correct, but physical carpet was cut wrong). Store didn't even apologise nor reassure me when they could return, and I had to call in over 30 times before the phone was picked up. Had to cancel various other jobs in the house for the following week as we had furniture stacked up and inaccessible rooms and had an awful week reassembling furniture for our newborn baby, only to disassemble it a week later to move it back into the correct room. The store said (after MANY calls) that as a good will gesture they would give me a whole £44...not nearly enough for the inconvenience I had (I'd spent over £10 on phone calls alone!)... but that I had to go into the store to get it as they couldn't do it on the phone (ridiculous and obvious lies, no company operates like this). I went into the store on principal as I deserved some sort of compensation for all the trouble, but apparently only one guy could process the refund and he wasn't in!! I didn't even get a sorry. And the man I spoke to said that actually the person who promised me a refund could and should have done it over the phone... but he himself was unable to do anything (no notes left on the system...ridiculous! Was the original salesman giving me money from his own pocket?!) So I've spent £10 on phone calls and £10 on petrol for a £44 refund that I never got... and I was nothing but polite to everyone involved as I know mistakes can happen...and I've not had a word of apology... also, the second carpet fitters also had the wrong carpet size, but luckily they managed to make it fit. Will never use them again!”

Posted 1 year ago

Hi, I am very sorry to hear about the experience you have had and lack of communication. Please email the details and your order number to customer.service@carpetright.co.uk so we can help and make sure this is all resolved. Regards Dean

Posted 1 year ago

“Stay clear of carpetright underfelt non existant after paying for it Complete lack of management at Glasgow branch”

Posted 1 year ago

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

Posted 1 year ago

“WARNING. AVOID USING CARPETRIGHT AT ALL COSTS. DO NOT IGNORE ALL OF THESE 1 STAR REVIEWS - WORST CUSTOMER EXPERIENCE. Carpetright sent the wrong flooring by error- the fitter laid it- this had to be removed and re-fit once the correct flooring was delivered weeks later (on the agreement that Carpetright would refund the first fitting fee). Carpetright have since refused to compensate/refund the first fitting fee so I have had to pay for two lots of fitting, which has cost me an extra £200. Everyone I have spoken to from Carpetright agrees that I should have been refunded, but the refund can only be approved by a regional manager (Simon) who declines it without speaking to the customer- so essentially there is no way of getting any compensation/refund from Carpetright when they make an error which costs the customer. This is not in line with the Consumer Rights Act 2015, so I am now forced to retrieve the cost legally. Warehouse mis-picks are likely to happen numerous times each week- and with Carpetright's stance, the customer will always have to pay the extra costs for their errors. PLEASE AVOID CARPETRIGHT so you don't experience this same situation.”

Posted 1 year ago

Hi Alex Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 1 year ago

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Carpetright UK is rated 1.6 based on 1,130 reviews