Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,138 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

Questions

Metrics

1.6

Based on 1,138 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
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

“Bought a large remnant for bedroom for £220, which ended up almost £500 with underlay, grippers and fitting. Foolishly went back to Carpetright to try and match this colour for further 2 bedrooms. Having not had new carpets fitted for over 10 years, I assumed the cost of fitting had gone up massively in that time. It is only after having the final room fitted this week that I looked in closer detail at the invoices. To my horror I’ve probably paid well over £300 more than I should have, having been charged 29.99 per room delivery charge and £17 plus fitting admin fees per room!!!! I then decided to google underlay costs and I could have bought the same underlay for £50 instead of the £117 per room! What robbery, how can they justify all these charges and make out they’re doing you the best deal in store? I have a father room which needs carpet but I will never ever go back to carpetshite AGAIN!!!”

Helpful Report

Posted 4 years ago

Hi Nicola, I am sorry you feel this way about the price. The cost of all the products and services are all listed on your invoice which is provided before payment is taken. Regards Dean

Posted 4 years ago

“Ordered carpet in store today I was given the price and agreed .The invoice was emailed to me it was only then I saw the extra charge of fitting service admin and shipping a total of £50.This is not good enough the customer needs to be told of these extra costs .I will not be back”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear you were not told about the charges as you should be. Please email the order number to customer.service@carpetright.co.uk so we can make sure this does not happen again. Regards Dean

Posted 4 years ago

“Mansfield store!!! Very happy with the service I received from the sales man to the young man who fitted our carpets! He was very polite and friendly, explained everything. Will be back soon to finish my house.”

Helpful Report

Posted 4 years ago

Good Morning, thank you for taking the time to share such lovely feedback on our Mansfield store. Best Wishes, Benji

Posted 4 years ago

“Awful. Simply, do not do business with these people. They make promises, then take your money. 6 months and still no carpet... A hotchpotch of uncoordinated services. Immoral and embarrassing. @Lord Harris of Peckham - sort it out mate.”

Helpful Report

Posted 4 years ago

Good Afternoon, we're really sorry to hear this and certainly understand your disappointment. As such, so we can have this looked into, are you able to email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 4 years ago

“I went to Washington store Looking for advice and carpets.there was 3 staff only 1 customer being myself!! I walk very badly with my disabilitiesneeding walking aid.at no point was I asked if I needed assistance. When I asked 1 person.she picked up the phone said am busy the other person kst walked to the other side of the store It was disgusting I walked out of the store watched by the staff I am totally amazed. First and last time”

Helpful Report

Posted 4 years ago

Good Morning Jacqueline, we're really sorry to hear this. Can you please email us via customer.service@Carpetright.co.uk so we can have this investigated please? Best Wishes, Benji

Posted 4 years ago

“After an excellent sales process, the company let itself down with its fitters who not only cut my £600 bedroom carpet short, but damaged my joinery and walls and left the carpet grippers sticking dangerously through the carpet. Rather than take ownership, Carpet Right effectively blamed its outsourced fitters, saying that its T&C clearly state that they are liable. Massive flaw in their business model. Hours wasted, a disappointing end product and little financial compensation. In summary, spend the extra £50 and go to John Lewis who actually value the customer experience. Will never use Carpet Right again.”

Helpful Report

Posted 4 years ago

“Posting on behalf of my mum. Mum ordered carpets from these jokers back on 7th June… it’s now 12th September and all they’ve laid is one carpet in her bedroom! They have done nothing but fob her off with excuses and barely an apology, let alone any offer of compensation. Customer Service is extremely questionable to say the least! 3+ months wait to lay carpets in a small 1 bedroom flat is completely unacceptable. She has been given a 3rd fitting date of tomorrow, so we’ll wait and see. All in all, don’t use carpetright under any circumstances.”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the experience you and your mum have had. Please email the details and order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Theives. Took £540 from me in May. No goods. I would have been mugged for less yet they can rob you and walk away.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Bought a remnant carpet for stairs as on a tight budget and found 1 at £49 When checked receipt discovered I’d paid £64.29 Phoned different store and asked do you add interest on to remnant pieces of carpet in store and got told no and then got several stories why I’d been overcharged glitch in system cos bank holiday discount and another one the extra had been taken off my underlay So clearly very unhappy”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for taking the time to leave your feedback. I am sorry to hear about the issue you have experienced in regards to the pricing. Please can you e-mail your details to customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 4 years ago

“Unfortunately Carpetright were not willing to help rectify the carpet problems in any way. It was suggested that the carpet had come away from the grippers because the suction of the vacuum cleaner was too strong. So, if buying a carpet from carpetright make sure you also have the correct vacuum cleaner. Unbelievable!!”

Helpful Report

Posted 4 years ago

“Poor service and still not rectified 6 months on. Store not interested and complaints team also not interested. Shocking and will not use again.”

Helpful Report

Posted 4 years ago

Hi Claire Thank you for your feedback. I’m sorry to hear about your experience. Please can you email your details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“The chap was friendly enough. Slight misunderstanding about fees which has now been rectified by the store manager Wayne.”

Helpful Report

Posted 4 years ago

Good evening Anthony Thank you for your feedback. Please can you email your details customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“Dreadful service- the engineered wood flooring has not been lacquered properly and hence from the moment it has been laid it marks- the Cambridge store is very slow in responding and are passing the problem to the manufacturers. I feel sure the situation will not be resolved. I am not impressed with the service.”

Helpful Report

Posted 4 years ago

Hi, I am sorry to hear about the issues with the flooring. Please email the details and order number to customer.service@carpetright.co.uk Regards Dean

Posted 4 years ago

“If I could give 0 stars, I would. Initial sale was fine, then we received a call and they said they had mis quoted and had to charge more for the item/services. The fitter came and said they had also mis quoted and asked for more for his services. We ordered a stair runner which a year one has torn on the fold of each step. The carpet is loose and there are gaps between the carpet and the step... oh and... we have STILL not had our stair rods fitted over a year on... they're now asking for more money to visit the property.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Do not use Carpetright! (Slough). The order went through, a fitting date was given. I took a day off work and cleared my living room of furniture ready for them to come and fit the flooring. No communication from them. I called them 10am on the day of fitting and they said the fitters are loading up. I received a call from them at 11.15am and said the fitters will not be coming as the delivery has not arrived!. They can not give me a new fitting date as they do not know anything! I am left hanging. Absolute joke of a company, totally unprofessional! AVOID FOR YOUR OWN SANITY!!!!!!!!”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for contacting us. I’m sorry to hear about your experience. Please can you send your details to customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 4 years ago

“Initial sales service was great, but then things had taken a turn for the worse. The fitter managed to complete our upstairs and assured us the carpet will relax over time and the waves would dissappear. The did dissappear, but now the carpet needed to be refitted to the rooms. They came back an just squirted a load of adhesive and said it would be fine from now on. It turns out that the glue lasted a little while, but the carpet eventually started to come up on the edges again. This also revealed a poorly finished join which began to come apart. We managed to get a chap from carpetright out to look at the damage and agreed that the carpet fitting was poor - citing that the fitter needed to restretch and the seam had been incorrectly bonded. Since then, the store manager of the Swansea branch had taken charge saying that he'd get this sorted. The fitter hasn't shown up on multiple occasions with no body informing me of the cancellation. Despite accepting that this is a poor job and they'd sort it out, carpetright are now refusing to sort the issue out and have advised me to take it up directly with the fitter. To add, the advise from carpetright is to send an invoice and then proceed with court action. Unfortunately they cannot release the fitter details - no idea how this would work! My issue now is that if I involve another fitter not recommended by carpetright, it will void warrenty. Secondly, I have used services arranged by Carpetright, so I feel like this is their fight. Thirdly, it sounds like this fitter causes other issues on other jobs - why recommend him?”

Helpful Report

Posted 4 years ago

“Please do not consider buying from Carpetright. The day before we were due to have our new carpets we phoned to make sure everything was on track and they told us they would not be there as planned as they didn't know when the carpet was due in and they had no fitters - most had been told to isolate via the covid app, something that they had known about 5 days previously but "hadn't got round to giving us a call yet". We've just found out this was probably a lie to hide the fact the had not planned properly. The new fitting date was today and at 10.30 this morning (when the fitter was due to start at 10!!) we were told that the carpet was the wrong size to fit most of it - they had forgot to check it when it arrived 3 weeks ago and only just noticed!! We cleared out our entire house at the weekend, assured that the fitting would go ahead. The fitter arrived to do the rooms he could but we've now learned that the remaining carpet might be a varying shade as it will be from a different batch. In the meantime we have no idea when the rest will be fitted and have dangerous carpet gripper spikes exposed everywhere.”

Helpful Report

Posted 4 years ago

“Absulate joke!!! Do not buy from Carpetright. if you must do NOT buy from Crawley branch. Rapidly changing management and fitters combined with a staggering level of incompetence and unempowered staff. Customer Services just kept referring us back to the problem shop and problem staff! We have been waiting for our carpet to be refitted after repudiating the work of the first fitter who made a terrible fitting with faulty carpets everywhere. The process took Carpet right to fix this a year and half after sending email after email and despite reaching several agreements, they change the terms unilaterally. How many times can a store get it wrong? Most recently, they even lied to keep face - even though they’ve lost all credibility in my opinion Truly appalling. I’ll never use them again and will happily recount my experience to anyone thinking to use them.”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for contacting us. I am sorry to hear about your experience. Please can you e-mail to customer.services@carpetright.co.uk so we can assist you further. Best regards Dilan

Posted 4 years ago

“Poor Quality Carpet Unfortunately the quality of the carpet was not as expected. The first time the carpet was laid it shrunk within weeks and a surveyor organised by Carpetright told us it had to be replaced which was a real inconvenience. A few years later the carpet became detached from the grippers and rucked up in the middle of the rooms and landing. The Carpetright customer service representative agreed that the carpet was not cheap and told us it should have lasted longer and thought there would be a 10 year warranty. After contacting the Dorking Store we were informed that the warranty was only 5 years. Alfi, from the store, was very helpful but unfortunately could not do anything. If we had known the carpet was only expected to last 5 years we would not have chosen it. Incidentally, I followed up with an email to the Carpetright CEO but did not get a response so perhaps this sort of wear is expected. I wouldn't recommend Carpetright but if you do decide to go ahead, ask about the warranty. As the manger said, Carpetright is the "middleman", so warranties are dependent on the manufacturer. The only warranty Carpetright offer is one year on the fitting, so if the carpet comes away from the grippers after a year, you are not covered.”

Helpful Report

Posted 4 years 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 your details to customer.services@carpetright.co.uk so we can look into this further. Kind regards Dilan

Posted 4 years ago

“Despite these guys offering a 10 year guarantee on mattresses, they will go to lengths and take months to decide not to honour this (so don’t even bother wasting your time and efforts) Ours totally collapsed on one side as per their report, but they claim it was the way it was sat on. Not sure how else to get in and out of the bed without sitting on the edge! Even said at time of purchase have to buy their mattress protector, otherwise any guarantee will not be honoured. If you can’t keep to your advertising, just don’t offer it in the first place. Will never use use carpetright again, dreadful customer service! Ps, Austin, I would get out of that place, most reviews are rubbish but thanks for trying anyway”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,138 reviews