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

“I’d give zero stars if I could, not to the fitters they were great, but the manager and surveyor in the Orpington branch plus the customer services are absolutely useless. I ordered over £2000 of luxury vinyl click flooring, a surveyor came out from the Orpington branch to measure up, I asked him a few questions which he never knew the answer to and acted as if he really didn’t want to be there. Evan tho our flooring was in stock we still had to wait just under a month for it to be installed. When the fitters arrived they were great but found that they were four packs short and couldn’t finish the job. My wife rang the manager from the Orpington branch who was very rude from the start. She refused to take any responsibility for the surveyor who had messed up and even tried to blame the fitters for not picking up enough packs(which they had). She said she’d find out if there were anymore packs in stock and get straight back to us. After a couple of hours of hearing nothing my wife rang the manager back only to be met with her rude attitude again. She said she had ordered the four packs and we will have to wait until the next big delivery to the Orpington branch which will be about a week and then wait until the fitters can return to finish the job. We wasn’t very happy with having to wait that long again only having half of our lounge floor down, so I asked her if she could possibly get it here quicker by courier or sending someone to pick them up( even I offered to pick them up myself) considering they were still in stock and not very far away. But she just kept saying “can’t do that” to everything we were asking, no explanation why just “can’t do that” My wife then rang customer services who were absolutely useless too. They gave us a case number and said they would investigate, but we haven’t heard a thing from them and probably won’t either. No mention of compensation or a meaningful apology. I really wouldn’t recommend Carpetright at all especially after reading hundreds of similar bad reviews. There’s plenty of other carpet and flooring companies out there that don’t just keep passing the buck and treat you like dirt. Do you research.”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for contacting us. I am sorry to hear about your experience and have updated your file with our Customer Service team for this to be looked into. Kind regards Dilan

Posted 4 years ago

“I did arranged a surveyor (Steve), sales (Carl) and fitting all through carpetright. I was very excited to get the new carpets until I was told they surveyor had messed up the order like he always does (The fitter said) and they couldn’t lay the carpet in one of the big double rooms (where I work). They would not leave the carpet there to make it safe and instead left me with only underlay and hundreds of nails sticking out. Talk about a health and safety issue AND I have a young child. I’ve now been waiting over 2 weeks for them to ‘fix’ their own mistake. Their promised of a fast track and getting a temporary carpet to make sure it’s not a hazard have come to nothing and no body has even bothered to keep me updated. I’ve been calling customer service, the store where I bought it and even the fitting centre only to be told sorry the fitter us on holiday for a week perhaps he can come after 3 weeks of waiting! Beyond unacceptable, you should be ashamed carpet right!!!!”

Helpful Report

Posted 4 years ago

Hi Renee, I am very sorry to hear about the service you have had. We do have your details and we are looking into the matter. Regards Dean

Posted 4 years ago

“This company is shocking when it comes to customer service and the standard of the fitters they use is sub standard. Had my flooring fitted by a fitter they organised, when the fitter made a mess of it including scratching the flooring, leaving gaps between the vinyl tiles and an awful job at the finishing sealant. The fitter denies scratching anything and also denies moving furniture and is lying but carpetright have no interest in sorting it out as they say it’s between me and the fitter and maybe I should take the fitter to a small claims court. I can’t do that without the fitters details which they have failed to provide every time I have asked them . Avoid at all costs or at least use a fitter you have organised yourself and you know is trustworthy and has good results or you may end up in the same position.”

Helpful Report

Posted 4 years ago

“We ordered nine boxes of luxury vinyl after been advised by the store, due to Covid the extension was delayed several times and has only now just been completed. We attempted to return three boxes which was left over and we was informed that carpetright do you not accept remaining stock which seems bizarre since they advise us how many to buy. I wouldn’t trust their service or expertise anymore”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for your feedback. I am sorry to hear that you are not able to return the unopened boxes. We will look into this and contact you to discuss further. Kind regards Dilan

Posted 4 years ago

“I paid £1000 and was left to clear up the mess left by the carpet fitter as he had no hoover. I dont live at the property and had viewings the next day.I had to hand pick all the tufts. When I contacted Carpetright I was told that I had got what I paid for - a fitted carpet, and they would only refund the cost of delivery £29.99. I paid £240 for the fitting in addition to the carpet - and I dont consider a job done till it is cleared up. I left a review last month on this websiteand the response said they would look into it- well they didnt!”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Very disappointed with Carpetright. After waiting three weeks for delivery we called to find out the carpet we had ordered would not be available for another month to six weeks. We then ordered another carpet that was in stock to ensure we would receive this quickly and were told that it is in now but will not be delivered until next week. So frustrating. The staff were polite but communication is very poor for orders and timings. Surely Carpetright should be able to let you know if there is a delay with your order without you having to keep calling to check? Why can't Carpetright give you a delivery slot when you purchase your carpet? I can't think of any other company or product that does this and you only sell carpets and floorings. The supply chain can't be that complex.”

Helpful Report

Posted 4 years ago

Good afternoon Rachel I am sorry for the delay with your order and thank you for taking the share your feedback. Please can you e-mail your order details to customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 4 years ago

“Been charged twice for our carpets and it’s been 4 weeks and no joy at getting our money back. £750 is owed back and showing all the evidence doesn’t seem enough for carpet right to refund our money. Minimal support from the branch manager as it not down to her, it is the finance departments area. This is a joke now ..... fuming.”

Helpful Report

Posted 4 years ago

Hi Sara I’m sorry to hear about your experience and thank you for taking the time to leave your feedback. Please can you email your details to customer.services@carpetright.co.uk so we can assist you further. Kind regards Dilan

Posted 4 years ago

“It’s one of the worst company ever! They came and did laminate for me but they forgot to bring bidding! The worker offer me I would do that by myself and charge you cheaper than company! I really surprised but don’t tell the company I paid in full and contacted to them they told sorry! We will do it , it ‘s about a year now that they didn’t come to complete it! Ofcourse it was lock down too but still since lock down released I made an appointment and they didn’t come! I don’t recommend it at all.”

Helpful Report

Posted 4 years ago

Hi Sadaf, I am very sorry to hear about the experience you have had. Please email the details with your order number so we can investigate. Regards Dean

Posted 4 years ago

“I would give zero if i could. We ordered in August 2020 and the order is still not complete. We have been promised a reply for months but as we have paid no one cares. The worst customer service i have ever experienced.”

Helpful Report

Posted 4 years ago

Hi Ben, I am very sorry to hear about the delay and lack of communication. Please email the details and order number to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“I think that no one should ever use carpetright.We called the company about 10 times and every single time they gave the same answer "We dont know when the carpets will be delivered but when they are we will let you know".It turns out that our carpet was delivered 2 weeks ago but the company didnt even let us know.They didnt even consult their manager about our complaints until we asked for a refund.Never use carpetrights.”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the experience you have had. This is not acceptable and will be investigated. Please email the details and order number to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“I advise anyone not to use this company. My whole experience was very distressing and a nightmare situation to be in .. I went to the store to pick my flooring with not much help or consultation , I picked a LVT floor. Booked a consultation and measurements appointment to come which they did . The guy came measured my floor , he told me the floor I chose was a great choice . I asked it will look good in this floor , he said yes. So , I agreed and booked for the floor to be done . I waited 12 days for the fitters to come and held of moving any of my stuff . So on the day of the fitters coming , I arranged a removal firm , friends to help me after the floor is down. When the fitters came , the minute they walked into my hallway , I said you don’t look happy , he said you’re floor is uneven. I asked what does that mean in relation to getting my floor down , he said he can’t put it down . I couldn’t believe it, 5 seconds in my house and I knew they weren’t going to put my floor in . I was in shock , I said why did the guy who came to measure and give me a consultation not notice . I said this is mad , all this time wasted , waiting . Then phone calls to carpet right , just a nightmare. Top fitter been send out to assess the floor . Things just go from bad to worse . The price goes up as the fitters have to put plywood before the floor . I’m completely left in limbo , as I have everything organised with movers, friends, I had to lose my deposit with the movers . As they had to come another day . I really wanted a refund but was left feeling in a corner as I have to move out and needed the job done that week. The manager from the store tried to accommodate but it just felt as if they think I’m stupid. They gave a good will gesture refund if £250. But not really a refund as I had to pay the fitters a extra £500. In total 971. Original price 471. I asked where do you think I can get that in this week. I’ve had to borrow the money to get this job done . At least I would have known if the guy that came to measure gave the right consultation. I’d would have a choice.. My parents in Dublin were going mad and felt the whole set up is a scam and abuse of people . The waiting and then been put in a corner . So the day of the second time fitters coming , again arranged movers and friends as I was told the job would be done in a day . Wrong ,,, only plywood done and I was told they come back the following day . At this point I’ve lost all trust , desire and felt broken by this whole experience. The attention to detail on the floor is something to be considered. And also left with a pack of my flooring not used which I presume the measurement guy got it wrong . Again money lost . I’m left feeling very distraught and I advise everyone to seek floors somewhere else as I would not like anyone to go through what I went through .. And it’s not cheap , nearly £2,500 for my floor and my flat is not big. This experience ruined my whole joy of excitement of moving into my first home . I wanted a new beginnings after not a good year . Carpet right should be called Carpet wrong and they’re advertising on their website should be removed about expertise, sub flooring , measurements consultation. Also had to pay congestion and parking .”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for sharing your review with us. We're really sorry to hear of your experience and how this has left you feeling. So that we can look into this further, can you please email us via customer.service@carpetright.co.uk and one of our consultants will be on hand to have this adequately looked into. Best Wishes, Benji

Posted 4 years ago

“I asked Carpetright to remove the laminate flooring in my little bathroom and replace it with vinyl. Their fitters ignored the instructions and put down the vinyl on top of the laminate. There must have been a small leak at some point because the laminate expanded and broke up, and now the floor is covered in lumps. I had to get the bathroom door reversed to be able to shut it. They're not interested in putting it right but have very kindly offered to give me a quote for the cost of me buying new vinyl and paying to have it fitted. I'm not paying twice to have one job done properly, and have no intention of ever letting Carpetright fitters into my property again.”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear this. Please email the details and order number to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Absolute shocking company. Ordered wooden floors back in Nov 2020. Out of the 5 items delivered 3 of them were wrong. Their fitters rang me on the day to say cant fit the materials as the items wrong. They advertise leave it all to us. Since then we going back and forth and they said try to sort the materials yourself. Awful company woods delivered in my flat I think it is a health and safety issue as the items cant be fitted.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Ordered vinyl for my kitchen January and paid for click and collect. I still haven’t been updated and my emails are being ignored. I have rang the store and just keep being told it’s not arrived.”

Helpful Report

Posted 4 years ago

Good morning I am sorry for the delay with your order. We will look into this further to make sure you get contacted with an update. Kind regards Dilan

Posted 4 years ago

“arpetright, destroyed our stairs and have now ghosted us. From start to finish this entire process took a year. They were more than happy to take our money, lose our carpet twice, cut it incorrectly and then send out a different fitter every single time they attempted to fit it. We are now having to pay another carpet company to come and fix all the issues Carpetright left us with. Don’t believe me? Look at the attached pictures. The carpet is coming away, fraying and stairs have been smashed in. Carpetright will most likely respond to this comment asking us to contact them. We have done. This is your responsibility to fix this Carpetright and contact us. I would be more than happy to update this review with a positive outcome, should you resolve the issues you have created.”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for your review. Please can you provide us your order details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“I had two bedrooms landing and stair case re carpeted over 2 appointments. On the 1st appointment the bedrooms were re carpeted. I was advised by the shop to leave no more than 5 items in the rooms and if there were draws to empty them. The rooms were left empty apart from one chest of draws which was had all the draws removed so was easy to move around for 2 people. On completion I paid the fitter but then checked the work and noticed the draws had been broken. Clearly rather than lifting them they had been dragged and thus had caused the bottom of the unit to snap. I contacted carpet right straight away and they informed me the fitter would be in touch. As he was due to fit the carpet on the stairs in the bed year I was not too concerned. A couple of days before he was due to fit the stair carpet I was called to say he would not be coming and as he was self isolating and a different fitter wound be here. I have tried several times now to get carpet right to address the issue of the broken draws but they keep telling me the carpet fitter will be in touch as he’s self employed. I’ve had no contact from the fitter he’s failed to get in touch with his insurance company and carpet right keep giving him work knowing he’s caused damage in my house and not had the decency to resolve the issue with his insurance”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the experience you have had with us. Please email the details and order number to customer.services@carpetright.co.uk and we will investigate. Regards Dean

Posted 4 years ago

“Fitters failed, back office failed, store failed, on every single occasion - consistently failing to deliver against their own stated obligations on several instances (7+ at time of writing) characterises our Carpetright experience. We couldn’t see any similarity with the company’s values and their service. A really unfortunate experience for the cost of a full home premium flooring refit won’t use Carpetright again. They will resist and delay every instance of a complaint and there’s no escalation measures, so you’re stuck with the same customer facing failing team as you start with - good luck if you start you’re flooring journey here.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“I was assured that the fitters would wear PPE. After entering the property I found this was not the case. Apparently they couldn't fit carpet while wearing it. They also used the toilet without informing me and had to move items from it in order to access. Waste not taken away and used my own vacuum, again without gloves.”

Helpful Report

Posted 4 years ago

Good Morning, thank you for sharing your feedback with us. We're really sorry to hear of your experience. So that we can look into this further, can you please email us via customer.service@carpetright.co.uk. Best Wishes, Benji

Posted 4 years ago

“Let's start from the beginning. After waiting 2 weeks with no information regarding the order, I have called the company. After asking politely if I could get any information about the order, rude customer service said: Wait 5 weeks. The end of conversation. After waiting 5 weeks, still no response from the company. I called again but customer service seemed to have no information about the order. Decided to write an email. Got back information that the carpet is in the local shop, and they will contact me by 4 pm on Monday 8th. Obviously I didn't get a call. Called them on tuesday. I was told that there is a free slot for delivery on Friday, accepted. Finally I will be able to change my old carpet for the new one, after (only) 1.5 month of waiting. The day has come. Got a call from a delivery man. Got a carpet delivered. I have cut it based on the old carpet, putted carpet on the floor, fitted in and then.. I look right, I look left. I got the wrong carpet delivered, It is definitely not Marrakesh Beige, but rather Marrakesh Silver Cable. Normally I wouldn't care that much, however the difference is visible as the Marrakesh Beige is in the other room. I am just fed up. Totally fed up with this company. I have definitely ordered Beige. This is not the first problem I have with carpet right, but definitely the last one, as I will not use any service from it anymore, and will tell every person wanting to change carpet to avoid CarpetRight. Probably the only positive thing about this order, was the delivery man who actually did his job right. The question that I'm asking myself is: how much this company has paid to get so many positive reviews?”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the experience you have had. Please email us the review and order number so we can investigate. Regards Dean

Posted 4 years ago

“what ever you do keep away from carpet right.Please make sure you read contract before paying money.If you use their fitters and the fitters mess up bigtime carpet right wash their hands of it do not negotiate on your behalf and you are left out of pocket with a load of mess.I would use Tappi carpets atleast they negotiate with their fittersy.You will notice 1 star at the top of page,had to tick it as i was unable to right this review it should me empty.”

Helpful Report

Posted 4 years ago

Good Afternoon, thank you for sharing your feedback with us. I am really sorry to hear you feel this way. So that we can look into this further, can you email us via customer.service@carpetright.co.uk. Best Wishes, Benji

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews