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

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

“Barry from Carpetright in Reading branch was extremely rude to us when we tried to book a fitting. He was interrupting us all the time and didn't want to give us a date even though we have bought the carpet with them. We gave up and talked to someone else on the phone (much kinder) and he booked us in for a home visit and fitting. On the day, their fitter Shawn never turned up and didn't contact us about it at all. We had to take time off work to be at home and it was rude to not even give a call or text they were not planning to turn up at all. Called again today and described the situation to another employee. He said that we were not in the system (even though his colleague booked us in the week before) and that they cannot fit the carpet for us that we bought with them. (even though they fitted the carpets we bought with them twice before). He was not helpful at all and was protecting the fitter, who didn't turn up for the job. Had only one positive impression in Carpetright Reading and it was with the helpful man last week on the phone. Other people we met in person or contacted on the phone we talking down to us and did not provide any service. Very disappointed in their employees and their work culture.”

Helpful Report

Posted 5 years ago

Good afternoon, I am very sorry to hear of your experience. This is not the service we expect our customers to receive. We will be raising this with the management team to ensure that procedures are put into place to ensure that this does not happen again in the future. We are always aiming to improve our services and are continually training staff in stores to make sure that the standard of customer service and communication is above and beyond our customers’ expectations. I would like to thank you for taking the time to bring this to our attention and I do apologise for any inconvenience this has caused. Kind regards, Dilan

Posted 5 years ago

“Appalling company. Fitters inexperienced. Mistakes from beginning to end. I won't write chapter and verse but, in my opinion, the only thing Carpetright care about is taking your money. If something goes wrong don't expect much from customer services - they're only interested in ensuring they don't lose out.”

Helpful Report

Posted 5 years ago

Hi I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your details to customer.services@carpetright.co.uk and we can investigate this for you. Kind regards Dilan

Posted 5 years ago

“I wish I had read these reviews before purchasing carpet from this store. Delays in delivery and manager calling us to book in carpet fitting without checking carpet was actually in the store, This happened twice, so waited on day but no-one showed up, store did not have courtesy to call and let us know The carpet which eventually came was damaged and re-ordered, causing further delays. Eventually carpet which was fitted is defective with line faults in it. Company not willing to refund, and say that if I ask for refund they will remove the fitted carpet, which I don't mind except, now I will have to move out fitted wardrobes which were assembled in the room and all other furniture at extra time and cost to us. 3 days work lost waiting for this fiasco. left with sub-standard carpet. Difficult to resolve issues , company defensive and un-responsive, no sympathy for customer or concept of customer care. Awful awful experience. Used Orpington Branch”

Helpful Report

Posted 5 years ago

Good afternoon, I am very sorry to hear about your experience regarding your newly fitted carpet. Can you please e-mail to customer.services@carpetright.co.uk with your order details and we can investigate this. Kind regards Dilan

Posted 5 years ago

“I was given a quotation & it just gave basic cost without stating the actual sizes etc. I asked for a complete breakdown of the quote & was sent a reply without the sizes etc. again. There was a "fitting service administration charge" of I £37.70, I asked what this charge was for & was told the following................. "As for the admin charges; £12.80 this is included in the price for fitting as we are Which? approved trusted traders, so we put are fitter through courses, training days etc. £24.90 admin charge is for uplift and disposal, mainly the disposal part, we rent out Biffa bins which our fitters dispose of the waste, these cost money to rent and have Biffa remove and recycle." Customers are already paying fitting/disposal charges for the following as per the quote, "6.PAY DIRECT CARPET FITTING CHARGE £48.00 7.PAY DIRECT UPLIFT/DISPOSE SERVICE £12.50 Yet Carpetright are charging a further charge for their admin. I have always bought my carpets & hard flooring from Carpetright but won't now or in the future.”

Helpful Report

Posted 5 years ago

Hi Thank you for taking the time to leave your feedback. The amount of £29.99 is applied to every order that requires the goods to be delivered. This charge is standard company charge and is non refundable ( unless this service has not been provided). When an order is delivered to a customer’s home by a fitter, the goods are covered for any damage by Carpetright. We, are responsible making sure the goods are transported safely to your home. The Fitting Admin fee is paid to the store. This fee is paid to the store as they act as an agent when arranging your installation date with the self-employed fitters. The overall cost of your fitting is divided into two payments, for example: Fitting Costs for Carpet £3.80 per square metre Paid to the fitter on the day - £3 per square metre Paid to store for admin -0.80p per square metre This is also a standard company charge and is non-refundable ( unless services have not been provided). I hope that this is a satisfactory description of the services we provide for you. Kind regards, Dilan

Posted 5 years ago

“Terrible company - completely messed up my bed order from beginning and my complaint still remains unresolved after 6 months with no-one taking responsibility of resolving it. Don’t purchase anything from this company.”

Helpful Report

Posted 5 years ago

Hi, We are extremely sorry that it took longer than we expected for the supplier to exchange the base. We understand that the store has received the goods and will contact you to discuss. I have updated your file with Customer Services and do apologise for any inconvenience this has caused. Kind regards Dilan

Posted 5 years ago

“Terrible experience with this company. Continue to ignore my actual complaint. They keep referencing a non-manufacture issue for premature wear. The carpet has only had 7 week's use. We were mis-sold the wrong type of carpet for our needs. They also failed to inform us of the proper care instructions for the type of carpet they mis-sold us. Now left with a carpet that has a visual flaw and refusing to acknowledge any wrongdoing or fault. AVOID.”

Helpful Report

Posted 5 years ago

Hi Matt, Thank you for taking the time to leave your feedback. I am sorry that you feel that way and I see the final response has been provided by our Customer Service Team. If you are dissatisfied with it, you may refer your complaint to Consumer Arbitration. Kind regards, Dilan

Posted 5 years ago

“given one star would give none if I could. Fitter rude and aggressive didn't finish fitting carpet left half hallway with no carpet down store manager rude and unhelpful, paid for a service we didn't receive and had to finish ourselves. Told me not enough carpet to finish funny we finished it ourselves!! Never use them again so rude to us and laughed at my husband when he asked him to leave remaining carpet. Tried calling store was told would call straight back 2 and half hours later emailed me didn't even have the decency to call”

Helpful Report

Posted 5 years ago

Hi Emma We are sorry that you are not happy with the service you received from the fitter. We see that you've placed your order online and did not order enough flooring to cover all the areas that needed to be fitted. We understand that the fitter has fitted the lounge area and informed you there was not enough to cover the other areas. We understand that you've requested the fitter to fill this gap with the 3 or 4 cuttings and unfortunately this is not our fitting standard and therefore the fitter was not able to fulfil your request. The store is more than happy to send a home consultant if you would like someone to come and measure the remaining areas. We are sorry for the inconvenience and confirm that the fitter has fitted what's been ordered by yourselves. Kind regards, Dilan

Posted 5 years ago

“Very disappointing. We ordered a mattress online and although it says that it will be dispatched within 21 days it takes exactly 21 days. On top of that we were informed that it will take another 2 weeks for the courier company to deliver. We live very local, 15' driving distance from the store, therefore it shouldn't take that long. As a result, we will (hopefully) receive the mattress in more than a month from the purchase date. If I knew the delay, I wouldn't have ordered from Carpetright.”

Helpful Report

Posted 5 years ago

Hi, I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your order details to customer.services@carpetright.co.uk and we can investigate this for you. Kind regards, Dilan

Posted 5 years ago

“Never order with carpetright again!!!! Shocking customers service!!! Vynal came damaged waited ages for refund. Never ever again!!!!!”

Helpful Report

Posted 5 years ago

Hi Rhian Apologies for the damaged vinyl and for the refund that took longer than we expected. We can assure you this is not our standard of practice and will share your feedback with the relevant departments to improve our services. Apologies again. Kind regards, Dilan

Posted 5 years ago

“Went into the Cribbs Bristol store to pick out some laminate for my new flat. I pick out three that I like but can’t decide so salesman tells me they can give me three samples when they come round to measure the floor, and give me all the info about the underlay I need etc. I also asked about doors and skirting boards and he said I just need to mention it to the fitter and he’ll include it in the quote. All good I thought. Fitter arrives and doesn’t have three samples. He only brought one sample and it was just the store example I’d already seen, which obviously I couldn’t keep so my girlfriend didn’t even get to see the sample. He starts measuring the rooms, and informs me that I need to pull the existing carpet up and check the concrete underneath to make sure it’s flat. “Ok” I thought, “makes sense”. Then he informs me I need to have someone on call on the day of fitting who can trim my doors. I wasn’t expecting this, as family and friends have all said their fitters were able to do this for them (for a small extra charge), but I’m being told I need a whole other tradesman to come out just in case my doors need trimming. “This is starting to be a bit of a hassle” I’m thinking. Finally I remember to mention the skirting boards, and that I want them lifted rather than having beading done. Well the fitter tells me that they’re “not able” to do that so I’ll need to take the skirting boards off myself. “We can help put them back on after though” he said. He leaves and takes his single sample with him, presumably with the measurements he took. Except this whole thing has gone from “yep just tell the fitter what you want and he’ll give you a quote” to “you’ll need to pull your own carpet up, take your own skirting boards off, and hire a whole other person just in case your doors need trimming”. And I’ve still not heard back with a quote. Complete load of hassle. Wish I hadn’t bothered. Probably just going to stick with my gross stained brown carpet now instead.”

Helpful Report

Posted 5 years ago

“Awful awful awful. They makes several mistakes on your order. Although they admitted to the mistakes, they still want the customer to make up the balance! Customer service is non existent and rude! Will never use them again!”

Helpful Report

Posted 5 years ago

“Awful Banbury Store!!! After we visited the store after researching online many flooring providers. We decided on the flooring and proceeded to get the attention of the female worker. We struggled to gain any information from her and felt as though we were initiating the sale, she did not seem bothered and felt as an inconvenience to her day. We proceeded to sit down and go through measurements and order the flooring. To which we would be contacted by herself on when the flooring was going to be fitted. We were told we would know a date on the Monday, we then had to contact the lady directly as we had heard nothing, so we had to chase her. We then had a set date to which we booked annual leave to ensure someone was around to be there. We was told on the phone that we would get a call on the day just after 9am from the store to let us know if it was going to be a morning fitting or afternoon, again to my disappointment we had to contact the store to find out. The man had arrived early afternoon, to which he instantly explained that we would need the door planing and that the store should of advised us about this. We were not aware of this and had to arrange for a carpenter to come and sort the door out which was another expense and inconvenience for us. He then was nearly done and realised that he was short of some planks and had to go back to the store to get these. After he had finished he was also short of the trunking and that the store had none left in stock. Again I cannot express the frustration by this point that the lady had wrongly calculated how much we needed. We are now left with a room of half finished trunking which we are yet to receive confirmation of when this will be done. Which also means it will be another inconvenience or annual leave spent waiting for a floor to be completed. I had spoken to the store manager in Banbury who did not give much of a solution and has poor customer service skills! AVOID WASTING YOUR MONEY AND TIME!!!!!”

Helpful Report

Posted 5 years ago

“Andover branch - staff not helpful at all. I ended up spending money with competitor.”

Helpful Report

Posted 5 years ago

“Andover branch - staff not helpful at all. I ended up buying from a competitor”

Helpful Report

Posted 5 years ago

“We visited our local Carpetright Store (Wakefield, Cathedral Retail Park) to look for a new bedroom carpet. We found a carpet and sat down with a sales person in store to calculate costs etc. He gave us the price and we also discussed delivery timings. We were due to have a super king media bed delivered and I asked the advisor if I should delay the delivery of this as it was due to be delivered before the carpet would be fit. He insisted it was no issue and that the fitters could move up to 5 pieces of furniture as long as they were emptied. I stressed again it was a big superking media bed so very heavy but he said it would be fine. So we had our bed delivered and paid £80 for it to be installed. When the carpet fitters came a few days later to fit the carpet they instantly refused to fit the carpet due to the bed. I told them we had been told in store that it wouldn’t be an issue but they explained it wasn’t possible and we’d have to dismantle the bed and they’d have to return the next day. When I called the store to explain the issue and request that they reimburse me the £80 I paid to install my bed as they advised it would be OK, the manager who called me back so much as called me a liar. They would not accept that their staff member had told us it would be OK as they had no ‘notes on their system’ to that effect’! They refused to apologise or offer any form of compensation. I then took the matter further with their complaints department only to be told over email that they had never advised me of that and they wouldn’t be taking the matter further and they were closing the case down! Such bad customer service to imply a paying customer is a liar just because their staff members require additional training. I would not recommend Carpetright. Use United Carpets instead.”

Helpful Report

Posted 5 years ago

“Abysmal customer service. Tiles not delivered as agreed 5x by the store - costs incurred for fitting which Carpetright refuse to refund. Complaints team is embarrassing and are as empathetic as a rock. I'm hardly surprised they're in commercial difficulty and on the verge of going bankrupt. AVOID!!”

Helpful Report

Posted 5 years ago

“The guarantee for Carpetright means nothing, we purchased a stair carpet which was only two years old and had holes appearing. We contacted Carpetright who said it was wear and tear, which was rubbish. They were very unhelpful and I would certainly not recommend them.we have never before had this happen to any carpet.”

Helpful Report

Posted 5 years ago

“Carpet fitted sub standard to what we were lead to believe, the spikes or hooks under the doors were the carpets are fitted are sticking out the carpet stabbing my 18 month old, myself and my wife cutting out feet. told carpet right over Christmas , store manager came out 13th of Jan today is 28th not heard back from them. I will go to the local newspaper due the dangerous nature of the spikes that are hurting my children. this is breach of health and safety... Un-professional fitters , lazy staff ..cowboy firm... Never again ...KEEP AWAY...”

Helpful Report

Posted 5 years ago

“Ordered 3 of the same rug and received 2 light and one dark one. When I complained I was told I could not return as it was after 28 days. Ridiculous customer service. Keep far away.”

Helpful Report

Posted 5 years ago

“❌❌❌ AVOID CARPET RIGHT ❌❌❌ Today our carpet got delivered that cost us ££££. Carpet rights representative Dave, told us at the point of ordering that these fitters would fit our carpets and move some of our furniture that we couldn’t move. The fitters arrived to told us they couldn’t do this. Meanwhile the fitters feel it ok to pull our underlay and carpet onto a wet dirty floor next to our bins and a skip, smoke whilst measuring it out. Then walking on it outside with no shoe protectors on. My partner has then gone out to tell them they’re taking the p*** , the ever so professional fitter has then told us we were abusive. Maybe because they didn’t like the fact we’d caught them in the act. Dave the carpet right Crewe rep has then proceeded to do sweet f*** all whilst the fitter tells us we were lazy because we hadn’t moved two pieces of furniture, the furniture we had already told Dave we couldn’t move. They are now refusing to fit our carpet that we have already paid in full for and they don’t seem to care that we have a two year old that could now potentially cut her feet on the exposed spikes. Moral of the story don’t use carpet right or their ever so professional fitters. Anyone know any carpet fitters?”

Helpful Report

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews