Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,129 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

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Metrics

1.6

Based on 1,129 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Carpet right are good but the fitters robbed my phone charger and scratch freshly painted door fresh holds, I won’t hear a reply from carpet right as they only reply to good reviews!!”

Helpful Report

Posted 1 year ago

Good afternoon Thank you for your feedback. Please can you e-mail customer.services@carpetright.co.uk with your details so we can investigate this. Kind regards Dilan

Posted 1 year ago

“We bought a carpet today at Stamford ugh.A lovely young man called Nathan dealt with our sale.He couldn’t have been nicer.I couldn’t make up my mind but he was so patient and helpful.We would definitely buy more carpet there when needed.Thank you Nathan,”

Helpful Report

Posted 1 year ago

Hi Ann Thank you for taking the time to leave your feedback, we look forward to seeing you again soon. Kind regards Dilan

Posted 1 year ago

“More like CarpetWRONG My Mother who is nearing 70, wanted wooden floor boards put in her hallway to make it more child friendly for her grandchildren when they visit and what better place to order it from than the well known brand, Carpetright. My Dad paid for the order on 15th February 2022. Fitters arrived in July and the flooring is STILL not complete NINE months later. My sister has been in contact with the Dartford store more times than she can care to remember and I have spoken to them today. It's been excuse after excuse after excuse. It is shameful that my Mother's flooring which has children crawling around on it looks the way it does. The list of excuses include: My Dad gave incorrect measurements when he first placed the order. If he did, that is an error on his part but seeing as the fitters came in July and it is now November, there is no reason why new floorboards haven't arrived. Floorboards were reordered but they were the wrong ones. The correct floorboards are now discontinued and the store is having trouble locating replacement ones. Suddenly two boxes have been found in the Clacton store. (My sister was told this back in the summer). Clacton, as far as I'm aware, is not in a foreign country and easily accessible by car but for some reason the boxes have still not made their way to Kent, the neighbouring county. They are waiting for DHL to collect them. Again, my sister was told this in the summer. If DHL can't arrange a collection after FOUR months, they would have gone under by now. Oh, actually someone in Head Office needs to authorise the DHL collection before it can go ahead. And then in the SAME phone call I'm told the DHL collection has been authorised and the floorboards are going to be collected on 16th November but for whatever 'processing' reason, they won't be coming straight to my Mother's house. After dealing with Carpetright now for NINE months, I have zero faith that these floorboards will be collected from Clacton on the 16th and that the floor will be completed by December, 11 months after they took our money. UPDATE Surprise, surpise, the floorboards still haven't been collected from Clacton after we were promised this was 100% happening on the 16th. We are being told yet again, this collection hasn't been 'authorised'. Happy to take our money, not happy to deliver.”

Helpful Report

Posted 1 year ago

Hi, I am very sorry to hear about the experience you are having. I can see a complaint is logged and is currently being investigated. Regards Dean

Posted 1 year ago

“We visited the Stamford Store today - chose a carpet and arranged a surveyor to measure the room at a later date - we were asked to pay a £50 deposit to ‘fix’ the price deal - no problem - it was fully refundable if we changed our mind. The manager, Tony , asked me to put my card in the machine … I offered up my usual method of payment using my Apple Watch - he became extremely irritated that I didn’t have an actual debit card - I lightheartedly suggested the company perhaps update their systems as I hadn’t carried / used a debit card for about two years - I said I would call back later but tbh I had already decided I wouldn’t give them my business - drove over to Colourbank Carpets, fantastic service, better prices and they are being fitted 25th November ! Was telling my daughter-in-law this afternoon and she said ‘was his name Tony? Awful rude man - has terrible experience earlier in the year when their carpet was faulty’ Looks like we dodged a bullet !”

Helpful Report

Posted 1 year ago

Good morning I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 1 year ago

“Warning do not use carpetright They are cheap for a reason We had our whole house recarpeted by them 2 of the carpets had damage Heavy lines down them ,the fitters said the marks should go in a couple of weeks No chance We asked for replacements and were fobbed off with they should settle after 6 weeks Of course they didn't and still looked horrendous They eventually returned only for the fitters to tell us the ones they had were also damaged There is a real problem here They dont allow any extra to cover the damage they do to their carpets when storing and transporting them. Avoid like the plague”

Helpful Report

Posted 1 year ago

Good morning Rachel I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 1 year ago

“I took days off work only to be disappointed again by Fitter. The Customer care team are hostile/unhelpful. They try to offload their incompetence on to the customer who has handed over their money. Have nothing to do with this awful unreilable company. This is a wake up call for the general public. My experience is from East Sheen branch.”

Helpful Report

Posted 1 year ago

Hi Madeline, I am sorry to hear about the experience you are having. I can see a complaint has been logged and we are investigating to make sure the issues are resolved. Regards Dean

Posted 1 year ago

“Recently had a stair carpet fitted. Like the carpet but not impressed with the fitting. Can see where they have joined it. It was expensive for the fitting.”

Helpful Report

Posted 1 year ago

“Free fitting offer is a scam, it costs £8.99 per meter to fit, look at the terms and conditions”

Helpful Report

Posted 1 year ago

Hi Brenda, I am sorry you feel this way. The total fitting cost is taken off the invoice price. The fitters are self employed so will still be paid on the day. Regards Dean

Posted 1 year ago

“After 2 dates where the fitter failed to show up (2 days off work waisted) Carpetright in Bath assured us that as compensation we would not have to pay the fitters charge on the third arranged visit and that they would pay him directly. During the fitting I mentioned this to the fitter, who became furious and said that he had not been told this by Carpetright and said that he would leave the job half finished if I did not pay him there and then. He phoned the Bath office and spoke to the salesman who had arranged the fitting, which resulted in a heated stand off between the fitter, who demanded I pay him or he would abandon the job and the showroom salesman, who said that if I paid him I would not be reimbursed by Carpetright! I did not want the fitting left half finished, so I paid the fitter and visited the Bath store that same day to complain. The Manager apologised and assured me that a card refund would be made within days. Nothing happened. After four and a half weeks of me constantly phoning and then messaging and being told that the refund had been 'sorted', 'actioned', 'chased up' and 'looked into' a cheque finally arrived. I am appalled at the complete incompetence from the start and the absolute lack of customer service from this company.”

Helpful Report

Posted 1 year ago

Good afternoon Thank you for taking the time to leave your feedback, I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 1 year ago

“The carpet fitters were so quick, polite and helpful. I was worried as I couldn’t remove a lot of furniture from my sitting room, but they worked around it. The carpet is lovely and very good value. Customer service was also good and hey got me an appointment sooner than expected. The price was reasonable. I was very satisfied”

Helpful Report

Posted 1 year ago

Good morning I am very happy to hear about your great experience with us, thank you for your feedback. Regards Dilan

Posted 1 year ago

“Carpet right Northampton Well where do I start Phil the manager of this store in Northampton was so rude to me he had me in floods of tears and to top it off I gave the sizes of my rooms which were done by a professional and carpet right worked out the meter age I needed and after fitting hall stairs landing and front room I had 350cm by 310cm left over a total of £305 left over so angry I am a single mum of 5 and really couldn’t afford to loose that amount of money Go elsewhere as the entire experience was traumatic and had a major impact on my mindset after escaping domestic violence and having a disabled child and having to do a entire house after fleeing the area we lived in at short notice and now having to deal with all this has been to much to deal with.”

Helpful Report

Posted 1 year ago

“I just don’t even know where to start , we had flooring plus carpets ordered back in July for august from Harlow store . Fitted August , now October. Problems have arisen with our flooring. Swollen at two panels , I called and asked for a call out they then asked for me to send in photos , which I did , got a call back from ‘a fitter ‘ … ‘ IVE FITTED FLOORS FOR 40 years THATS A WATER SPILL IM TELLING YOU NOW ‘ now the part where it is has a side board where fluid would have to be very good to get there some I’m struggling to grasp that one sir … back and forth … established that I would have to wait couple of weeks for an appointment which I said that’s okay , he then said carpet right would be the one to call me today to arrange the appointment. So it’s now 4pm and nothing so I called the store . The gentleman that answers the phone talks over me and doesn’t let me speak to which I have to say ‘can you let me finish ‘ which I find awful customer service to the point of reducing me to tears getting off the phone .”

Helpful Report

Posted 1 year ago

“I am at my wits end with Carpetright. In July I paid for 1x bedroom to be the same laminate that Carpetright had fitted throughout the house the previous September. At the same time I complained about the beading they had laid - which is peeling badly in all main tread areas and needs replacing (under 1 year old). The fitter eventually came to do the bedroom in August, he did the fitting...and came downstairs to advise that there wasn't enough beading to finish the room and that it was also the wrong colour as was the door bar which were all a completely different tone to the rest of the house. I was told to contact Carpetright to arrange another appointment to correct the colour, finish the job where there wasn't enough beading laid and to replace the damaged beading in the rest of the house. Carpetright told me someone would be in touch when the parts were available and an appointment was scheduled for 15th September (another day off work). On 15th Sept I got a call from the fitter at approx 10am advising they could not attend and that I would need to re-schedule. I made a further appointment for 30th Sept again taking the day off work. This time I heard nothing all day until I got a text at 17.39 advising they could not make the appointment and that I needed to reschedule. A 4th appointment was agreed for Monday 3rd October (day off work). The fitters arrived as agreed at 9am, bringing the parts into the house. They immediately realised that the beading and door bars given to them by Carpetright were incorrect as they were all the wrong colour. They left, advising that I need to contact Carpetright to arrange another appointment! Throughout this, I have been emailing Carpetright Customer Services. I have asked for an escalation and made it clear that I want to make an official complaint. This request has been completely ignored. Their response is that as long as I have a booking in place, there is basically no issue. I currently have an unfinished bedroom that does not match the rest of the house - and peeling beading elsewhere as what I have paid good money for is essentially a soft chipboard with a paper cover so you cannot wash it as the corners that are cut, expose the chipboard which expands when it gets wet. This stuff is NOT fit for purpose. as you need to be able to wash your floors. Carpetright response was that maybe I am not wring the mop out enough! I also asked Customer Services arrange for someone senior come round to view the 'issues they have left me with, I have also sent photos. Again no response to my request. I have spent thousands with Carpetright, wasted precious holiday days and spent far to long trying to get a satisfactory result for the money I have spent with them. Do not use this company!”

Helpful Report

Posted 1 year ago

Good morning Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 1 year ago

“If I could give a zero rating I would. Ordered flooring and told it would be 7-10 days. 20 days on despite several emails and phone calls still no wiser as to when my flooring will be delivered even though I paid a substantial amount upfront. Last week I was told it’s been out of stock but it’s back in now and will be delivered in 2 days…. They lied. Got an email earlier this week stating order is being prepared for dispatch and someone will contact me. Absolutely appalling company. Don’t touch them with a barge pole. I am going to take the matter further !!!”

Helpful Report

Posted 1 year ago

Good morning I am sorry for the delay with your order, please can you e-mail customer.services@carpetright.co.uk so we can help. Many thanks Dilan

Posted 1 year ago

“hahaha i have just had my home measured for luxury vinyl flooring by carpetright and was about to arrange to have it fitted, so glad i read reviews first...so many not just bad but terrible reviews that i wouldn't let them fit a lightbulb never mind a floor”

Helpful Report

Posted 1 year ago

“I had carpets fitted seven years ago From the clapham store, and was very pleased, I am at a loss at where tobgo for new flooring and carpets after reading their really bad reviews. I am 84 in sad decline , and want to update our home for my husband, So have no time for company disorder. Where does one go to get unstressed Service from chaotic company's. Patricia Bell”

Helpful Report

Posted 1 year ago

Good afternoon Thank you for your feedback. I'm sorry to hear about your experience, please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 1 year ago

“I would highly recommend to stay away from this company. Their customer service is awful, we called them so many times and email them at several occasions but no response. Every time you call them they give this email address customer.services@carpetright.co.uk and claim to respond within 72 hours. But you will never receive any response back from them. Don’t waste your time and hard earned money with this useless company.”

Helpful Report

Posted 1 year ago

Hi Shivani Thank you for your feedback, I'm sorry to hear that you haven't been contacted. We have checked our Customer Service inbox and couldn't locate your e-mail from the e-mail address provided along with your review. Please can you e-mail again and FAO Dilan so we can help. Many thanks Dilan

Posted 1 year ago

“Carpet right are incompetent in customer services complaints - I could list a catologue of problems in terms of fitting, including health and safety concerns that remain unresolved after a month of dealing with the complaints department. They do not employ their own fitters (as advertised on their website as ‘trusted’ and ‘expert’) and therefore take little or no responsibility to resolving any issue or damage or problems caused by these fitters. Do not use this company - under ANY circumstances if you want a carpet fitted! They will sell you it, but if they can even find a fitter available they will send a fitter who is incompetent, rude, damages you home, leaves hazards for children and refuses to correct it. Complaints customer services are slow, don’t resolve issues, waste time arranging fittings with fitters that can’t complete work, as have the wrong or no equipment or have the wrong underlay or door bars. They charge you for gripper rods but don’t replace them for new. This is stealing! They do NOT fulfil any code of practice and should be closed down for exploiting the public.”

Helpful Report

Posted 1 year ago

Good afternoon I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 1 year ago

“Home measuring service booked-salesman was rude, and unhelpful. Huffed when I asked him to bring samples into the home! First fitting date- No one turned up. No explanation until I chased the following day (no one answers call either!) Second fitting date - lovely fitter but sadly original guy had measured wrong so couldn’t fit. Third fitting date - lovely fitter again. All ready to go but hadn’t received updated plans…. When I complained was told we didn’t refund/compensate but are very sorry and would I like to talk through the reasons for my complaint and could I send all my emails! …. 3 months after booking, am still waiting for my carpets. Worst service, and customer service I have ever encountered.”

Helpful Report

Posted 1 year ago

Good morning Thank yo for taking the time to leave your feedback. I am sorry to hear about your experience. Please would you be able to e-mail customer.serviecs@carpetright.co.uk so we can look into this further. Kind regards Dilan

Posted 1 year ago

“Abusive fitter, poor fitting, damaged my property, took all of my flooring up and left me without flooring for over 5 weeks and now won’t take any responsibility. Have to take the fitter to court to get damages resolved. Actually sounds like I am making it up because it’s that bad but they have ruined my home. Terrible service. Avoid at all cost”

Helpful Report

Posted 1 year ago

Good afternoon Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience with the third party fitter. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 1 year ago

Carpetright UK is rated 1.6 based on 1,129 reviews