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

“Had a vinyl floor fitted in June in my new kitchen. Floor started to bubble back in November. Carpet Right fitter came to inspect it and told me it was due to the kick boards being too tight and would push out if they were taken off. Got the kitchen fitters back to take the kick board off but the bubble wouldn't push out so called Carpet Right back to come back out. I have now been told 3 times that the fitter will come back. Three times I have taken the day off work and three times they haven't turned up. Am waiting a response from the Customer Services team. I have been told they will definitely be coming tomorrow but I don't hold much hope. I would never recommend Carpet Right to anyone - stay clear.”

Helpful Report

Posted 5 years ago

“Unfortunately our experience of Carpetright has not been positive. After explaining our needs, we were advised that Lino would be appropriate to use in the kitchen and with pets. In less than a year, our lino has ripped, dented and has scratched easily. It is looking dreadful. The manager of the branch was brusk and unhelpful, saying there was no issue with the product or fitting and offered no after sales care or support. I made a complaint and no-one escalated it or took it further.”

Helpful Report

Posted 5 years ago

“Absolutely dreadful follow up service. Practiced lines of denial. Very unprofessional.”

Helpful Report

Posted 5 years ago

“Purchased a vinyl under their advise for a kitchenette. The fitting was done to a poor standard. Quality of vinyl is not fit for purpose even though they keep telling you it is. Only need to breath on it to leave a lasting dent. They won’t tell you this and then blame you for not knowing so. They will say it’s hard wearing and highly durable Because that’s what the script says. Customer services even worse, trained to deflect any responsibility. Shouldn’t be called customer service. Even the phone line says “please be polite” indicating they have a LOT of complaints. Stay well clear”

Helpful Report

Posted 5 years ago

“Ordered carpets for our our flat due to be completed in February paid half of invoice and expessed when ordered they might not get into measure until then...received email saying our quote only stood for 28 days and could go up after that 😡😡😡 this was NEVER explained and we were reassured that the price would be the same and never change but having visited store after reading this the unfriendly manager said it could go up if they did not get into measure which they were clearly told when we ordered that this was unlikely to happen. Stay clear of this store in Inverness misleading and shocking customer service 😡”

Helpful Report

Posted 5 years ago

“Is "0" stars an option, read my letter of complaint and they refure to do nothing Dear sir or Madam I am writing to you to express my discuss at your Gallows Corner, Romford Branch. On Friday 29th November I attended to above store to view and place a carpet order valued at in excess of £2000.00. A survey was arranged for that same day for 4pm – 4.30pm which you attended promptly. I was advised the measurements would be sent to the branch within 10 minutes and someone would be in touch, by 9am the next day I still had not received a call so chose to visit the store, all you computers were out of action and was forced to come away no further forward with my order. Later that day I went back (Having pulled myself away from decorating) to place the order. No apology was made and my order was placed. I was asked to check the order if I wished and when I did I noted that one of the carpets was wrong, when I raised this I was advised “Yeah the one you wanted is out of stock” I clearly advised that you cant just change the order/colour and it was amended and advised 7-10 for arrival. We tried to arrange a fitting date and I initially requested Monday 16th December, this unfortunately was not available so opted for Tuesday 17th December, However, I was advised that you would need to confirm that the fitter would have enough time to complete and would be called, That call has never to date happened, I call up myself and was advised its in the diary it confirmed On Tuesday 17th December your fitter arrived, I was advised he would call 30 mins prior to arrival, however turned up unannounced so was forced to arrange for my father to rush over, granted the fitter did apologise for this. At approximately 12 noon, I received a call stating the landing is done the stairs are done but the carpet is to short and will need reordering/fitting, I expressed I wasn’t satisfied however it is what it is, and advised I would pay for the fitting until the job was completed to satisfactory standard. Your fitter at this stage advised me I either pay him for doing it or “He’ll walk off the job” I called your Gallows corner store and was told they would speak to the fitter and call me back in 10 minutes (That call has never been returned) I was then faced with a decision as the fitter was not prepared to wait, pay or have a Christmas and a family of 12 and no carpet. Having paid the fitter I call and spoke to one of your staff, he listened to my complaint and advised he would get the Store Manager to call me by Mid day 18th December. At 10.40 I received a call from Ali, who I now know not to be the store manager, I highlighted all the issue with great difficulty as he had know interest in letting me speak and continued to talk over me. I have expressed how dissatisfied I am. And to be honest and more fuming now than I was initially, with my conversation being ended with Ali saying “I have nothing more to say and bid you good day” Ali has told me the follow,. 1. It was my choice to pay the fitter and will not reimburse this 2. It was my responsibly to ensure the carpet was correct and the right length 3. He will not look at compensating me for taking another day off work 4. If I wasn’t happy I should’ve let the fitter walk off 5. The store Manager is “To busy” to handle my complaint and its his job 6. Will not be updating me with the findings of the internal investigation as “Its not my Business” In short this staff member has infused a complaint that did not need to be. I am now £251 out of pocket with a job I am not satisfied with, a further £120 out of pocket when I have to have another day off work, Additionally I arranged for new furniture to be delivered after the carpet was installed. Which will all need to be moved when you come to rectify the mistake At this stage I feel I should be reimbursed £251 that I was forced into paying for installation, a further £120 for the day I need to take off work and you admin fee be reimbursed. At this stage I would also like to high light that I wish for someone to look at the bigger picture of this issue. No one would know if a carpet was 9cm short until it was to late, and Ali’s approach towards my complaint was completely unprofessional. At this stage I wish to handle this matter profession between myself and Carpetright but will also express that should we not come to a satisfactory outcome that benefits both parties will have no hesitation in taking the matter further, sharing my experience on Social Media any and any other avenues I feel appropriate A await your response with 48 hours of this of this e mail Kind regards,”

Helpful Report

Posted 5 years ago

“One of the worst companies I have ever come across. Due to have a carpet fitted today, had a missed call from their store in Orpington. Have tried nearly 5 this new to get through and can’t even leave a message so have decided to visit the store only to find a note on the door saying ‘gone to lunch’!!! We have removed all carpet and furniture from bedrooms in readiness for everything to be fitted so I really do hope they were not calling to say there is a problem with the fitting .....”

Helpful Report

Posted 5 years ago

“Three month’s after paying for and ordering a carpet we were told two days before the fitting date that they were out of stock. We had already had the room decorated, furniture removed and old carpet stripped out in preparation. Now we have an unusable bedroom for three weeks over Christmas before our new carpet can hopefully be fitted. This is the second occasion that Carpetright have done this. They demand full payment well in advance of fitting and as it transpires, Carpetright ordering the carpet. I’ll never use this company again.”

Helpful Report

Posted 5 years ago

“Just came across this site, shocked but not surprised at the number of bad reviews. We purchased a carpet with a 5 year wear guarantee for our sitting room from the Rayleigh store, the purchase and fitting process was fine. After a couple of years we noticed it had gone bobbly and worn in an area about 2ft x 3ft. I went to see the manager at the store who came out and photographed it. He then raised it as a complaint with he manufacturer. He said it looked like a manufacturing fault and should be replaced. I then spent the next 4 months chasing him and customer services for an update. Eventually told the manufacturer had said this was naturally occurring 'flattening' and they no more they could or would do. My only option is to get a professional assessment at my own cost and if it backed up my claim and they agreed they would refund. Clearly this is not flattening, it is in probably the lowest traffic area of the room. The rest of the room is fine. Decided it's not worth the cost and stress of pursuing as I don't trust this company to put things right. My advice to anyone considering using this company is DONT, I certainly won't be.”

Helpful Report

Posted 5 years ago

“Having changed the fitting date so a two man team was available and having discussed the fact that there would be 5 items to move and agreed I would remove all other items imagine my horror when having taken the day off work the fitters arrive and say the room is too small to manoeuvre furniture and the sofa was bigger than 4 ft (which I had told the Shop Asststant) and there would be can extra charge of £20.00. - the office took no responsibikity and quoted the small print of the contract. The fitters then proceeded to cut my carpet on a wet driveway ( by the time I saw they'd finished but I took a photo) and after they left (having paid the excess money all but 3.20 they they told me to forget) I find they damaged my wall art and pulled out a screw and surrounding plaster!!!”

Helpful Report

Posted 5 years ago

“Stay away stair carpet bold in under 2 years, when rang the shop told my carpet was out of warranty, and then told we should have been advised that the choice of carpet was not good enough for the stairs. We asked the guy from carpetright when he came to our house to measure and he said it was,so make sure you get the correct information. Now got to spend again to buy new carpet and it won’t be from Carpetright!!!”

Helpful Report

Posted 5 years ago

“Never again!!!!! I paid the fitter over £1000 for fitting and screeding a tiny little flat, this is how he left my flooring and didn’t mention it maybe thinking I wouldn’t notice it, I ordered and paid for the vinyl at the end of august knowing I would have to wait a couple of weeks for the vinyl to come in, once it arrived it was me constantly ringing the store to get fitters in and finish what they started, I paid the fitters cash the first day they came BIG MISTAKE because to get them to finish the job was an absolute nightmare, I rang their head office not really a lot of help apart from them telling ME to compromise, after endless phone calls they came and finished the last room and left it looking like this, I had to ring the store and send photos and was told they would replace the flooring and charge it to the fitter, I told them no way was he coming back in my flat so he will have to pay for another fitter as well, there was one lady in the store who I felt was on my side and she was helpful apart from her no one else seemed bothered. The new fitters finally came today and redone the room, over 3 months for a tiny little flat is disgusting, for 3 weeks I was living in the spare bedroom clothes all over the floor, furniture in the kitchen and bathroom no room to manoeuvre it was torture and I’m 63 years old. I will never use this firm again and I wouldn’t recommend them to my worst enemy, once they’ve got your order and your money you might as well be invisible, disgusting deplorable and they get away with it. DO NOT USE THIS FIRM not even worth the one star but couldn’t give less”

Helpful Report

Posted 5 years ago

“Checked in store that price ONLY cost of bathroom floor vinyl plus fitting charge of £43. Written quotation to same effect. Lots of 'free delivery', 'free fitting' added onto bill - and then taken off again - to confuse/impress? In the end job too small to qualify for 'free fitting' which we weren't getting anyway (we were being charged £43) and although mistake was the store's, they refused to honour the quote.”

Helpful Report

Posted 5 years ago

“Initially told it would cost £28 for fitting, then when I ordered it, I was told £48. Fitters never arrived on date stated on order, so had to chase them up. When they sent fitters out they were clearly not happy and refused to put fitting bar at bathroom doorway as they wanted to go home. Fitter sent out next day said that he wasn't told that he needed to fit to tiles and wasn't happy. Carpet left in a mess with bits all over it. Apparently meant to hoover when finished. Terrible customer service. I would never use them again and would not recommend to anyone! Very dissappointed and stressed.”

Helpful Report

Posted 5 years ago

“Disgusting, walked in Orpington store November, I was the only customer in the shop and 3 staff members just sat on there desks on mobiles and not one of them approached me to see if i need help. I very nearly walked out of the store to go next door to give my business but gave them the benefit of the doubt and asked them for help, I placed the order on the basis it would be fitted on the 16th December, I got a call to tell me that they will fit on the 19th right before Christmas but will not complete the full job and will come back in the new year to finish the rest. Called complaints department and spoke to a lovely lady who understood the issues, spoke to a manager of the store and he will personally call me back and organize a different fitting company to install it, hopefully not false promises again. Im not holding my breath”

Helpful Report

Posted 5 years ago

“Should be renamed Carpetwrong - enough said. Falkirk store - a disgrace”

Helpful Report

Posted 5 years ago

“Terrible customer service just full of excuses it was only meant to be a 5 hour job living room done ok tried to fob me off with same carpet as landing all because estmatator measured staircase wrong and got measurement of hallway wrong as well now telling me for a 3rd time cant get my carpet in fir del till fri and the cant get me fitters till monday it's been going on since 9 November they star is for the fitters done a good job”

Helpful Report

Posted 5 years ago

“Customer Service is terrible. I bought a piece of vinyl from Carpetright Dunfemline, it was delivered to the store and I picked it up, found that the vinyl had not been cur squarely and would therefore not fit in my bathroom, new piece of vinyl ordered. Got phone call to say it was in store, re-arranged my plans to go and pick it up, found it was not in the store. Manager very arrogant, saying it was nothis fault and I could go to warehouse to pick it up myself, walked out of store after heated argument. Service and Customer Service is the WORST I have ever endured. Bathroom unusable for over a week because of their bad workmanship and bad customer service,.”

Helpful Report

Posted 5 years ago

“Promised Thursday last week would be fitted cancelled on the day at 10 am a problem with carpet? promised would be 1st call today 10 am again phoned to say sorry can't would be fitted between 2pm and 4 pm shop keeps letting customers down sadly I had planned for other rooms in my house to get done but will definitely go elsewhere”

Helpful Report

Posted 5 years ago

“If you don’t want to loose money don’t use carpetright. Customer services are non-existant. Waited seven weeks for them to contact me after complaint. Sold me faulty vinyl that had to be taken up. Will not refund me for the vinyl or the cost of having it laid. So called customer services passed the buck to the Broadbridge Heath store where the vinyl was bought the manager is completely powerless to refund me. How is this company still in business?”

Helpful Report

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews