Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,137 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

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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

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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

“CARPETRIGHT is disorganised & inefficient. SOUTHALL carpet fitters EXCELLENT!! 1. Once paid in full was told I should contact CARPETRIGHT after Christmas to book fitting - not the other way round! 2. Went into shop in person to book fitting & checked they had contact details & was expecting an email confirming date - nothing. 3. Left 2 msgs - no-one returned my call. Rang again & asked for confirmation email - arrived following day. 4. On fitting day logged in to track order- my order number not recognised, so rang tel no on email to ask when fitters would arrive. 5. After an hour (3.30pm) rang shop twice. Turns out an incorrect tel no had been given to fitter, so the early afternoon slot went to someone else because fitter got no response from me - understandable. 6. The 2 fitters from a company in SOUTHALL arrived on Friday at 6.40pm and stayed until the job was finished . They did a brilliant job & were charming people. 6. CARPETRIGHT are disorganised & do not run their fitting side of things properly. Get your act together!!”

Helpful Report

Posted 6 years ago

“cowboy carpet fitters had to be called back twice as all carpets lifting at the edges of rooms. They told me they used grippers that are meant to go on stairs. Really stressful experience as unable to move furniture back in the rooms while waiting for problem to be rectified. Rude fitters clearly annoyed with me for making them come back to finish a job they didn't do properly in the first place. The second time the rang me the morning they were due to come and asked me what the problem was, someone else turned up to finish their job properly which quite frankly was a relief. AVOID due to bad fitters”

Helpful Report

Posted 6 years ago

“f you really worked hard for your money, i will BEG you to avoid this ripe off company called CARPET RIGHT. Initial good manners, but once they get your money, even the manager will deny you, expect the camera that saw you entering the shop. My experience was an unbearable stress. Phil and his manager in Wolverhampton shop have no clue of what they are doing. PLS AVOID THESE COWBOYS. reporting to the head office is just a waste of your precious time, as the branch will cook up bunch of stories to make the case in theIR favour and the Customer service will ONLY listen to their employee. i have a voice record of the wolverhampton deputy manager bragging that i should do what ever i like, that i will not get my money back, with all these evidence on my phone the customer service refused to accept my request to refund my money. its pathetic that in 21st century and in a country like Britain there are some big name company that still act like they are in jungle island by ripping people off their hard earned money. the small print is just a rip off too, as they have refused to bring to customers attention of that section, what about customers with disabilities etc?, once you step out of their office, you are finish, as the rest will be a nightmare to you. PLS BE WARNED IF YOU ACTUALLY WORKED SO HARD TO MAKE YOUR MONEY, PLS NEVER STEP YOUR BEAUTIFUL FOOT TO CARPET RIGHT, EXCEPT YOU PLUG YOUR MONEY OFF THE TREES OR YOU WIN A LOTTERY THEN GO FOR IT. AS FOR ME I WORK SO HARD WITH DEMENTIA PATIENTS WHOM I VALUE MORE THAN THOSE COWBOYS, SO I NEED TO GET THE VALUE OF MY MONEY. PLS PLS PLS PLS PLS PLS PLS PLS BACK OFF THESE RIPPERS”

Helpful Report

Posted 6 years ago

“Ordered carpet from Wolverhampton branch for a brand new house for £1,100, the order processor was by name Phil, whom i guess knows all about flooring etc, as i am first time buyer, i told him that the house was a newly built house in WV10 Akron Drive. quote was given to me and i paid full about, he told me that i have to pay the workmen £300 which i agreed. on reaching the day to fix the carpet, the guys refused as they stated that the flooring wasnt smooth whereby asking me to pay £360 which i never budgeted or pre-informed, i refused as i do not have it, and later asked carpet right to refund me my money since Dec 2018 till this min the assistant manger of the store who refused to give me his/manager had bluntly refused to refund me, whereby asking me to take a credit note otherwise they will not refund my money, as am speaking right now being 09/01/2018 @ 11:28am, they refused to give me my money, whereby am unable to shop elsewhere, they reported to their head office, the Wolverhampton store cooked up stories telling their head office that they initially told me about everything they refused to even listen to me. just be careful of the secret ripeoff stores called Carpet right, as once they get your money, you will never get it back and you don't want to go through the stress i have been through. pls be very very careful. i wished someone advised me of them, then i will would have not made such great mistake of my life. there isnt a way of giving them a ZERO star, as i will be extremely glad even in dream to do that. BE CAREFUL GUYS- YOU WORK HARD FOR YOUR MONEY AND CANT ALLOW SOME RIPE OFF COMPANY LIKE CARPET RIGHT TO TAKE IT OFF YOU.”

Helpful Report

Posted 6 years ago

“Ordered carpet for hall, stairs and landing end of Nov. 3 times on different dates the fitter did not turn up. No calls nothing. Finally another date to fit carpet..... fitter turned up but landing was measured wrong so now have a seam, oh and they forgot to order the hallway carpet. Despite numorous calls, emails etc (being told the carpet wasn't ordered, the manager was away or someone would call me back) I still didn't know when my carpet was finally going to be fitted. Oh until last week (over 2 months on). They said a fitter would be with me today. Knew it was too good to be true! I called cs and they said the store will call me when he is on his way! So tomorrow yet another phone call and then I'm suing for the seam and to have the lot redone as I won't get a match now! Avoid . I went to the Andover store!!”

Helpful Report

Posted 6 years ago

“Horrific customer service from the Newport Wales store, the manager just cant be bothered with any form of customer service, it was a hasstle for him to explain to us that as we were the only job booked in for the day and that the contracted carpet fitter has a clause in his contract that he can refuse the work as there are no more jobs to fill his day up. It seemed he wanted me to sympathise with him that he has this issue. Wasted a day off work emptying room and no refunds allowed. Definitly some customer service training required for the little parasite that we spoke to.”

Helpful Report

Posted 6 years ago

“Worst customer service I have ever received. After receiving two defective carpets and ordering a replacement which was cheaper they have refused to refund the difference of £100. There is no point in even bothering to make a complaint because they are not interested. I am furious and would urge everyone to avoid Carpetright at all costs. There has been a lack of communication throughout the process but the response from the complaints department has been the worst. Please do not waste your money with Carpetright. There should be an option for zero stars!”

Helpful Report

Posted 6 years ago

“The worst company ever had a problem with carpets , ordered same colour for bedroom , stairs and corridor . Because ordered in diferente day the colours were not matching . I’ve been complain to the manager ( when he is in ), no lucky all I hear is we will get back to you and nothing . This was back in mah and now we are in December and still no answer. I tired of dealing with this company . 1 star is a bit too much for this company ! Never ever again”

Helpful Report

Posted 6 years ago

“APPALLING CUSTOMER SERVICE. Ordered from the East Sheen branch. Never followed up or called us back, told a different lie each time we spoke to someone about our order and delivery. These people seem incapable of telling the truth. After chasing for 2 weeks we were finally given a delivery date and time. The delivery never showed up. Chased again and was given a new delivery date and time, but again it never showed up. Called to chase and was told that they did not even know where our order was but that it was not out for delivery. Absolute joke. Now we are asking for a refund so we can go to a reputable company to purchase our floor and they are refusing because there are no managers available to authorise the refund for 1 week. I'd say it's more likely Ismael is trying to protect his commission. Not surprised this company is in trouble, they need to do the high street a favour and make way for reputable, honest companies who know how to do business and deal with customers.”

Helpful Report

Posted 6 years ago

“Fitters turned up on morning but requested pm fitting. They fitted hall stairs and landing . They then continued to fit the lounge /dining room only to find it was a full 1 metre short. We had had another estimate from another company and they had different measurements. We went back to carpetright to get them to double check the measurements. They told us they were correct. The fitters put the carpet down but fitted it so the pile ran in a different direction to the stairs, therefore showing two shades. I reckon they would have fitted it like this and not told us if the carpet had of fitted. Waiting now for a replacement carpet to get fitted. would not go there again”

Helpful Report

Posted 6 years ago

“The worst! Tried to overcharge a number of times, ordered wrong carpet and we had to wait for over 2 weeks for a correct one. When finally order arrived for installation, parts were missing and we had to purchase them again. Carpetright refused to deal with our complaint and to reimburse for items paid but not delivered.”

Helpful Report

Posted 6 years ago

“DO NOT USE THIS COMPANY. Wished i had seen these reviews, thought we were dealing with a reputable chain but they are a bunch of cowboys. We used the West Wickham branch BR4 0LS. They took our money and did not turn up to fit as arranged. We had taken the day off work. They did not care - apparently appointments are not binding and there's nothing you can do if they don't turn up - repeatedly. And they refused to give us our money back. READ THE SMALL PRINTS AND BETTER STILL AVOID THEM ALTOGETHER. You can't get through to them on the phone. They say they call you back and they don't. Have never come across a high street chain quite like this - no wonder they are going under!”

Helpful Report

Posted 6 years ago

“They are awful.they lied.to us from day one.fitted it with bits of old glue they had scraped off the floor so we were told to fix it ourselves.i have traveled the world for ten years and have never seen such bad customer service.head office arnt bothered.AVOID unless you want too get very stressed and angry...”

Helpful Report

Posted 6 years ago

“Was told by CarpetRight that " FREE FITTING ON ALL VINYL AND CARPET" does not include Luxury Vinyl!! Vinyl is Vinyl whether luxury or not.. I complained to the Advertising Standards Agency and it turns out they agree. See below email.. I suggest anybody who has paid for fitting or is about to shares the below. Thank you for your recent enquiry about advertising from Carpetright. We’ve assessed the ad you highlighted and, from the information we have, we think it likely to have breached the Advertising Codes (“the Codes”) that we administer. We are writing to let you know that we have taken steps to address this. We have explained your concerns to Carpetright and provided guidance to them on the areas that require attention, together with advice on how to ensure that their advertising complies with the Codes. Thank you once again for taking the time to raise your concerns with us. Comments such as yours help us to understand the issues that matter to consumers and we will keep a record of your complaint on file for use in future monitoring. If you would like more information about our complaint handling principles, please visit our website, www.asa.org.uk.”

Helpful Report

Posted 6 years ago

“Rude Manager , very poor communication, lied about staff not being in to talk with me. Worked out carpet size wrong from my room measurements then had the cheek to say I gave them the wrong sizes.......the list goes on and on. Nevr ever deal with the Derby store !!”

Helpful Report

Posted 6 years ago

“Feltham carpet right Poor customer service Unhelpful lazy Rude Avoid this store They have zero concern for anyone but themselves”

Helpful Report

Posted 6 years ago

“The fitters were fine .... 1 We had people out to measure up . Paid for the vinyl for 3 rooms . We agreed the job would be done on the 15 & 16 November. The fitters turn up and say they don`t have enough vinyl to do all 3 rooms. They did an excellent job and fitted 2 rooms. However, it created another series of inconveniences for me with regards to arranging time off work etc I have spoke to the store and . said it will be sorted soon etc They were apologetic and suggested it was some issue at the cutting end of the process. 2 Carpetright said they would call back . they did not . I called and eventually arrange for them to visit again . we arranged someone to be in the house etc etc who waited only to be told that this time the wrong vinyl had been ordered! 3 nobody in the store appeared to want to take ownership for any of this ( Nuneaton ). eventually after another long phone call we had it fitted on the 6.12.18 . I guess it goes without saying - we will never ever be using this firm again .”

Helpful Report

Posted 6 years ago

“Very poor customer service, I was told they would call me in one week and three months later I was still chasing them up. It took me months to save up for the carpet I wanted, poor fitting service, they didn't want to heat seal the carpet between two rooms which was arranged previously and didn't give me any explanation. Part of the carets underside was black which looked like mould and another part of the carpet looked like two carpets joined together and looks a different shade. This is my first home and I'm very disappointed in the service and quality.”

Helpful Report

Posted 6 years ago

“what a sham the day before fitting the carpet they ring and say it has a hole in it and need to put a join it then they fit it without underlay and grippers that we payed for and just shrug their shoulders and say its the managers fault who is on a cruise. I will never shop here again. Its a joke of a shop.”

Helpful Report

Posted 6 years ago

“Measured wrong so carpet would not fit. The man in the shop said it was our fault even though he took the measurements and the fitters said it was his fault as he had reversed the measurements. Also he said if we gave him a high rated feed back we were more likely to go into a draw to win the cost of our carpets and stupidly I gave 10 out of 10 when it should have been 0 out of 10. The fitters were excellent but they were self employed that explains why they were so different to the man in the shop.”

Helpful Report

Posted 6 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews