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

“We were expecting the men from Carpetright yesterday between 10am&11am. No one turned up so at 11.30am I rang to find out what was happening. I was told that there was definitely a booking for us and they would find out why there was a delay and ring me back in about 10 minutes. That call never came! It is now the following day and still no call to apologise! This an insurance claim and Carpetright have already been paid for the work.”

Helpful Report

Posted 4 years ago

Good Evening, we're very sorry to hear of what has happened and how this has left you feeling. So that we can look into this further, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 4 years ago

“If you want a stair/hallway carpet do not use the online order system. Due to Covid we could not go to the shop so decided to order online. I measured the area of the steps and hallway. Put it all in a to scale diagram to make sure it all came out of a rectangle. Also added the extra amount the website said to and I was fully confident you could easily fit everything. I added the underlay and gripper that was auto calculated from the measurements. The when the fitter arrived they immediately said it would not fit. They said it looked like the website had calculated everything based on a square room and not stairs. So I had to pay for extra gripper and underlay from the fitters, and the bottom step of my stairs could not be carpeted. So now I will have to pay for it to be sorted or put something else down. Rang Carpetright to explain the issue and I was just told sorry, the website is not our job and we don't do refunds/compensation. Wont be using Carpetright again and I would advise others to specifically not use the online order system.”

Helpful Report

Posted 4 years ago

Hi Jonny, I am sorry to hear about the issues. Please email us the details and order number to customer.services@carpetright.co.uk so we can investigate. Regards Dean

Posted 4 years ago

“I will try keep this as brief as possible by only covering the key points of our experience. We placed a carpet order for over £6k in September 2019 at their Sevenoaks branch. At point of order we were advised 3 to 4 weeks lead time and after continuously chasing the order was eventually fitted in November 2019 almost eight weeks later. The fitting was completed very badly and not one piece of carpet was fitted correctly. Unacceptable tool damage was caused in every room removing paintwork, chunks taken out of doors, broken & marked staircases and knife scores to every side of a stone fireplace base. In one area incredibly the fitters attempted to repaint damage with a different type of paint leaving paint on the new carpet. The carpets were also damaged at the edge with lines of pile torn out unnecessarily with a stretching tool used incorrectly. The fitters ran out of materials and left a section of a staircase with no carpet nor underlay just gripper rod on the treads and risers! Curiously gripper rod with long pins were installed either side of each door bar that you can feel on your feet on entering some rooms. The carpets also had manufacturing line defects, creasing and colour contamination in the pile (an expected beige carpet but with blue, orange green and brown tufts and not as described) We raised a complaint with head office in November 2019, took photo and video evidence and confirmed everything in writing. Carpetright sent out their own experienced surveyor to inspect in December 2019 and they confirmed the entire order needed to be replaced. To date although it has been repeatedly confirmed they have replacement carpet ready to fit, and having been provided six dates for replacement fitting, nothing has been completed in over fifteen months they just don’t turn up. It takes all weekend to pack everything up in preparation for fitting, and we did this three times. We filed for breach of contract via section 75 and have an agreed recommendation with the credit provider, yet we still await action from Carpetright to conclude matters. I would avoid Carpetright at all costs, the fitters that came to our property were not suitably qualified or trained, the customer services department just direct your concerns back to the store and deal with nothing appropriately, the store staff just lie to either get you off the phone or out of their store. We experienced great difficulty communicating with this company the stores rarely answer the phone, it normally switches to a message service that’s full. My advice Instruct a local independent carpet retailer who care about their customers and the quality and service they offer. Carpetright are by far the worst company we have ever had to deal with. We have been more than tolerant even taking into account current circumstances, what a shame companies in the UK are allowed to carry on trading with this level of customer service.”

Helpful Report

Posted 4 years ago

Good morning Lloyd, Thank you for contacting us. I’m sorry to hear about your experience. I can see this has been investigated and FOS decision has been provided as a final response. The fitting store will contact you to arrange a date for the removal of your flooring. Kind regards, Dilan

Posted 4 years ago

“Very bad customer service after a purchase of a toxic product. We bought melody bed and geltex mattress with Fulham headboard from Silentnight via Carpetright with delivery in December 2020. Complained about the product as it releases smell that causes headaches and difficulty breathing. They keep saying they are reviewing it and no resolution in 2 months. Absolutely unhappy about the service and the product.”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the bad service you have had. Please email the details and order number to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“After being loyal to Carpetright for many years for all our residential and commercial property needs I was very disappointed by their lack of interest when I brought to their attention an obvious fault with their Irish key pattern carpet I had fitted. The pile laying in opposite directions looks an absolute mess. After two years I have no alternative but to replace it. Both Carpetright and the manufacturer think this fault is acceptable to live with. The response has taken 5 months to receive after numerous follow ups. I now have to waste more time going through trading standards and Carpetright have lost a loyal customer.”

Helpful Report

Posted 4 years ago

Good morning Joanne Thank you for taking the time to leave your feedback. Please can you provide us your order details customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 4 years ago

“Well all I can say is carpetright lowestoft where are you. Booked appointment on net got confirmation of booking but no one came contacted then they said they nothing about it even though I had a ref number but I booked again with lady on the phone. Day came no one turned up again contacted them they said again didn't know about it. Don't think they know what they are doing but I wouldn't give them my money as they mite not know they have been paid now going somewhere else”

Helpful Report

Posted 4 years ago

Good morning Thank you for contacting us. I’m sorry to hear about your experience. Please can you email your details customer.services@carpetright.co.uk so we can look into this. Best regards Dilan

Posted 4 years ago

“Disgusting service, booked a telephone appointment on the 9th Feb 21 for 11.45am on 13th Feb 21. No call, no apology so I called the Thetford store at 3.30pm, they know nothing about my appointment, tried to apologise and then Martin the store Manager started the conversation off with "what can I do you for" really, so unprofessional and not a scooby do what the appointment was for as it clearly states in the booking process what I required i.e. at stairway and landing carpet plus I even stated the style and colour required. I might aswell having been calling for a washing machine as I always call a carpet shop for electrical products not...... I think some serious customer service training and management skills need to be implemented at the Thetford branch of Carpet right or maybe rename the Thetford branch, Carpet Wrong..”

Helpful Report

Posted 4 years ago

Hi Mr Prior Thanks for your feedback. I’m sorry to hear about your experience. We will share this with the management to improve our services. Kind regards Dilan

Posted 4 years ago

“Worst service I've ever experienced! Quick to take my £300 but can't deliver the goods. Ordered carpet on 4th January, was told 7 - 10 days to be delivered to store. Still nothing. Noone ever returns my calls or emails. Disgusting service and don't even blame Covid because there are many smaller businesses doing amazing things during these times unfortunately Carpetright is definitely not one of them. Dont bother responding Carpetright because you never follow up the many bad reviews you get either. AVOID at all costs!!!”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for your feedback. I’m sorry to hear that you haven’t been contacted in regards to your order. We will follow this up and make sure you get contacted at the earliest opportunity. Best regards Dilan

Posted 4 years ago

“Lucky to get 1 star! Simply the worst organisation I have ever dealt with. Suspect they rely on brand name and high street presence, but I will never use them again. My advice to anyone thinking of using them is to make sure you get everything in writing, do not rely on their spoken word!!”

Helpful Report

Posted 4 years ago

Good evening I’m sorry to hear about your experience. Please can you email your details over to customer.services@carpetrigut.co.uk so we can assist you further. Best regards Dilan

Posted 4 years ago

“Quite simply the worst service I have ever had from a major UK retailer. Will not be using again.”

Helpful Report

Posted 4 years ago

Good morning Thank you for reaching out to us. I’m sorry to hear about your experience. Please can you email customer.services@carpetright.co.uk with more details so we can help. Kind regards Dilan

Posted 4 years ago

“No customer service and they fitters were a disgrace leaving a mess behind and helping themselves to my electric”

Helpful Report

Posted 4 years ago

Good evening I’m sorry to hear about your experience. Please can you email your order details customer.services@carpetright.do.uk so we can assist you further. Best regards Dilan

Posted 4 years ago

“I make a big mistake when order a mattress from this horrible company, i ordered on 12/12/2020 , first i didnt received any confirmation email about my order but they take the money from my card. The delivery time is 4-6 weeks. on 12th january and one of stupid agent said me my mattrass arriving on 25th january. today on 27th i called them and they said me that mattress not on stock and if again available they contact with me... what???? I request the refund, the agent said me he send an email to somebody and they will contact with me about the request of cancelation. i hope dont need to wait an other 6 weeks. not buy from this company, they wasting your time. the poorest customer service and company”

Helpful Report

Posted 4 years ago

Good Evening Tamas, thank you for getting in touch. We have responded to your review on our Trust Pilot and confirmed that we will look into having your refund issued as soon as possible. Best Wishes, Benji

Posted 4 years ago

“One star is too many for these crooks! AVOID AT ALL COSTS! They offer a 25 year wear warranty but don't be fooled its a lie. Their CEO Wilf Walsh is well aware of it too and doesn't care. We had our laminated floors for the whole house done it lasted less than a year before it started to peel (yes you read that right). First they look at it saying it your fault somehow. Then if you continue to complain come the best joke they send a completely independent inspector who is nothing of the sort they are employed by carpertright will always side with them its just a lie. Who tells you its because the vacuum cleaner is at fault clearly a lie these companies spend millions developing vacuum specifically not to do that. Then the CEO Wilf tells you tells again its your fault and its just "wear". Well the warranty is specifically for wear Wilf stop making excuses and help your customers out instead of lying to them. If you choose them don't expect much of your floor it will last a year if your lucky then you'll need to replace it and if you choose to complain you are treated with contempt and lied too. You are even expected to pay for this honour "pay to complain" I am now with the ombudsman but this company are crooks.”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for contacting us. Please can you email your details customer.services@carpetright.co.uk so we can assist you further. Best regards Dilan

Posted 4 years ago

“Won’t use again. Staff are surly, that’s probably the politest way I can put it. Took our money, didn’t send an invoice, didn’t ring for weeks with any update. Don’t return calls very often. Didn’t send an invoice on second request. Spent almost two grand and still don’t have an invoice. Oh the first fitter pointed out to us that we were getting ripped off by carpetrite estimator too. They put us down for a screed, which was not needed. Meant we had to move our room around and sit around in an empty room one day earlier than we needed to. Thanks for that. Took day off work and cleared out whole area as requested which took me the whole weekend. Then on morning of supposed fitting cancelled. Fitter had covid test apparently. Now, if true that can’t be helped but it was the cherry on the top of an underwhelming customer service experience. Surly customer service guy I’ve been dealing with whole time only took pity on me when I started crying. Pathetic I know but that’s been my experience with this shower. Four months after ordering we still have no carpet and a house that’s like something off hoarders and tomorrow will have to try and work whilst the fitters were in. Thanks for nothing Carpetrite. That’s if your alternative fitter turns up this time.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Awful customer service. Was due to fully carpet a 4 bed house and booked a phone appointment. Being a new mother I made sure baby was down which is hard to do with a newborn and never got a call! So Inconvenient. 25 hrs later I got a call ONLY because I put in a complaint. The store then called and said he was the only one working. I appreciate the current circumstances but they shouldn't have available times if they can't make them. Customer services complaint form asks for desired outcome I mentioned I think a gesture of goodwill would go a long way as to not lose me to a competitor and they came back saying we don't do a gesture of goodwill. Really bad service they have so many offers on and couldnt even offer say a £20 credit note. Not about the money but their customer service at head office and store is woeful. Glad I didn't go with them seeing as they can't get it right to begin with”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for sharing this with us. We are really sorry to hear of your experience and will discuss your feedback with the wider management. As such we will take onboard all that you have explained so that we can better our service. Best Wishes, Benji

Posted 4 years ago

“Absolutely shocking service I am receiving at this moment. Opened a complaint up 19/10/2020 still nothing has been done, my complaint adviser which I have spoken to many a times has been woeful. Constant phone calls trying to get hold of her and not 1 response this week. Been over 12 weeks and this still goes on.”

Helpful Report

Posted 4 years ago

Good Morning, We're very sorry to hear this. So that we can follow this up for you, please email customer.service@carpetright.co.uk and we'll certainly investigate this further. Best Wishes,

Posted 4 years ago

“I had a carpet fitted by you four years ago. After 2 years signs of wear appeared on the stairs in spite of being told the carpet was suitable for stairs. It also came with a worthless guarantee of 10 years. I was told it was I quote ‘the way I use the stairs’ I am a pensioner living on my own so this was rubbish. After a lot of arguing with the very rude shop manager at the Chadwell Branch I had no option but to pay over £100 to have the stair carpet replaced. The fitter who was not employed by Carpetright agreed the carpet was faulty. Update, 2 years later the new stair carpet has been down the same time as the original carpet. There is no sign of any wear or tear on the carpet. I go up and down the stairs in exactly the same way so it is obvious the original carpet was faulty. I was conned into paying an extra £100 to replace the stair carpet and had to put up with the rudeness and insults from the store manager. I had used Carpetright many times before with no complaints but I would never ever use them again. Terrible customer service.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Brought carpet from the Staines store and asked for a member of staff to measure up for me ..... when I went to buy the carpet their measurements were so wrong I had enough carpet to also do another room so it cost me hundreds of pounds too much. This definitely was not an off cut be careful when they do the measuring for you it could result in you spending way more than you need to”

Helpful Report

Posted 4 years ago

Good morning Thanks for contacting us. I’m sorry to hear about your experience. For us to be able to look into this please email your order details customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“Poor Poor Poor Service! STAY CLEAR! I have been liaising with them for almost 6 months. Originally fitted a faulty carpet! Never turn up when they are meant to! Always having chasing them! They never call. Quick to take your cash! Poor service in return! Still perusing my complaint and the want to close it by offering a compensation figure of £38. Paid £70 to the fitters who did a terrible job. I'm at a loss!”

Helpful Report

Posted 4 years ago

Good Evening, really sorry to hear this. Please do email us via customer.service@carpetright.co.uk so that we can follow this up with the store on your behalf. Best Wishes, Benji

Posted 4 years ago

“Had carpet laid couple months ago & the fitters damaged 2 walls, had redone by decorator & have made 2 visits to shop to complain & emails of damage etc & still had no response , lady says she contact us & sort out & never has , this has been going on for months”

Helpful Report

Posted 4 years ago

Hi Sharon, I am very sorry to hear about the damage and how long this is taking to resolve. Please email us with the details so customer.services@carpetright.co.uk or call on 0330 3333 444 Option 4 Regards Dean

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews