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

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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

“wrong flooring fitted 4 months ago - still waiting for fitter refund”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear you are still waiting on your refund. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 2 years ago

“Having had to replace the landing and hall carpet due to an accident I was limited to using Carpetright because of the cost. In hindsight I should never have bothered. Like others have said on this review site, the sales are all friendly and you'd think that just carpet, not laminate or other type of flooring, plain carpet would not be something that could get so screwed up. Alas I was wrong. The facts are: The old carpet was removed with carpet gripper on the top stiar and down the stairs and instead of installing the new carpet with gripper, the "fitter" used nails!!!! In the stairs!!! He also used nails on the landing narrowly missing the central hot water pipe by about 4cm, otherwise that would have been a very expensive carpet and another claim on my insurance. The old hallway carpet did not come up in one piece and there were chunks of it still attached the floor. But instead of the fitter removing the chunks properly, he simply laid the new carpet over the top of it, which led to it puckering in the hall which was clearly visible to the naked eye. He then botched the installation of the bottom stair and then said I don't have enough carpet left to redo the bottom stair and as such attempted to and have to say botched it even more by stretching it using what I counted with 12 nails all of which were poking through the carpet so anyone who would touch it would get their skin cut to pieces by the exposed nails. Carpetright agreed to completely replace the carpet in the hall and stairs and this has now been done, but I have to say I would never use them again by choice. It took 6 weeks from the first install to the second. A long time to resolve an issue that Carpetright caused by employing a fitter that was clearly not experienced enough or simply didn't care about the quality of his work. In summary, I cannot stress enough how much you should avoid spending your hard earned money with Carpetright.”

Helpful Report

Posted 2 years ago

Hi Veronica, I am very sorry to hear about the experience you have had with the fitters at first and then trying to getting the matter sorted. We will make sure the service improves going forward. Regards Dean

Posted 2 years ago

“The St Neots store is closing anyway (where I had my problem) but don’t order with this company at all, especially avoid Roger and a spineless weasel called Stefan. Failed fitting caused big problems for me, the store made no attempt to contact me and when I did get through to them after many attempts said that I had to call them again in a few days to rearrange delivery. Not a word of apology. No one answered emails and they were definitely ducking my calls as they picked up when I dialled on my wife’s phone despite having been on hold for 25 minutes on mine at the exact same time. Was eventually offered a refund that didn’t even cover my costs, which they didn’t honour!! I had to stand in the store like an idiot while someone just stared at me saying they couldn’t do anything, but no explanation as to why not! They scribbled a note on a scrap of paper that got thrown onto a pile of papers on a desk (which seemed to be other customer complaints), containing my personal information that anyone could have picked up!! The customer service email address they provide will rob you of even more of your life as you re type the story yet again, only for no one to get back to you. Save your money, DONT USE CARPET RIGHT!!”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to hear about the experience you have had and the poor service. We will investigate the points you have raised to make sure things improve going forward. Regards Dean

Posted 2 years ago

“Avoid this company at all costs!! Had two rooms booked for a carpet fitting, the first turned up very short (paperwork was all correct, measurements correct, but physical carpet was cut wrong). Store didn't even apologise nor reassure me when they could return, and I had to call in over 30 times before the phone was picked up. Had to cancel various other jobs in the house for the following week as we had furniture stacked up and inaccessible rooms and had an awful week reassembling furniture for our newborn baby, only to disassemble it a week later to move it back into the correct room. The store said (after MANY calls) that as a good will gesture they would give me a whole £44...not nearly enough for the inconvenience I had (I'd spent over £10 on phone calls alone!)... but that I had to go into the store to get it as they couldn't do it on the phone (ridiculous and obvious lies, no company operates like this). I went into the store on principal as I deserved some sort of compensation for all the trouble, but apparently only one guy could process the refund and he wasn't in!! I didn't even get a sorry. And the man I spoke to said that actually the person who promised me a refund could and should have done it over the phone... but he himself was unable to do anything (no notes left on the system...ridiculous! Was the original salesman giving me money from his own pocket?!) So I've spent £10 on phone calls and £10 on petrol for a £44 refund that I never got... and I was nothing but polite to everyone involved as I know mistakes can happen...and I've not had a word of apology... also, the second carpet fitters also had the wrong carpet size, but luckily they managed to make it fit. Will never use them again!”

Helpful Report

Posted 2 years ago

Hi, I am very sorry to hear about the experience you have had and lack of communication. Please email the details and your order number to customer.service@carpetright.co.uk so we can help and make sure this is all resolved. Regards Dean

Posted 2 years ago

“Stay clear of carpetright underfelt non existant after paying for it Complete lack of management at Glasgow branch”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“WARNING. AVOID USING CARPETRIGHT AT ALL COSTS. DO NOT IGNORE ALL OF THESE 1 STAR REVIEWS - WORST CUSTOMER EXPERIENCE. Carpetright sent the wrong flooring by error- the fitter laid it- this had to be removed and re-fit once the correct flooring was delivered weeks later (on the agreement that Carpetright would refund the first fitting fee). Carpetright have since refused to compensate/refund the first fitting fee so I have had to pay for two lots of fitting, which has cost me an extra £200. Everyone I have spoken to from Carpetright agrees that I should have been refunded, but the refund can only be approved by a regional manager (Simon) who declines it without speaking to the customer- so essentially there is no way of getting any compensation/refund from Carpetright when they make an error which costs the customer. This is not in line with the Consumer Rights Act 2015, so I am now forced to retrieve the cost legally. Warehouse mis-picks are likely to happen numerous times each week- and with Carpetright's stance, the customer will always have to pay the extra costs for their errors. PLEASE AVOID CARPETRIGHT so you don't experience this same situation.”

Helpful Report

Posted 2 years ago

Hi Alex Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 2 years ago

“Terrible from start to the long drawn out bitter end. When you enter Carpetright (and this was my mistake walking in the door in the first place) you are greeted with fake smiles and talk of how good your new flooring is going to look. I was then required to sign 3 finance agreements as the Gallows Corner store kept messing it up. Then I was called by the store manager who told me that owing to their mistake, they had left out the costs for the underlay and would I mind spending another £200 to pay for their mistake as they wanted me to go halves on their mistake! I then arranged with the fitter to screed the subfloor before the new product was installed by their fitter who was "the best at what he does" only to find he turned up at 10:50 without screed then left my house to purchase screed only to come back nearly 2 hours later then leave my house at 15:00. He then went on to say he couldn't screed the floor because of the condition of it and that Carpetright should have sent him out to survey the job in the first place. He then said "Its going to cost a lot more, a lot lot more" after agreeing the screeding costs with Carpetright. During the installation my freshly painted walls now have dirty hand prints all over them, the under stairs cupboard door got broken when they took it off and they left coffee cups, empty bottles of water and all the rubbish for me to clear up. The beading around the edge of the flooring - missing The chrome bar that separates the flooring in the hall from the lounge - missing. I cannot stress enough you should avoid Carpetright all together. You will end up paying so much more than you bargained for and the service is appalling. Date of experience: November 26, 2022”

Helpful Report

Posted 2 years ago

Hi Martin Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 2 years ago

“Carpet and fitting were fine but they botched taking balance payment over the phone with the result that it went through twice. Although one transaction is off my account, the second one is stuck in pending and has prevented me accessing over £1000 of my own money. Despite begging them to clear this urgently with a simple email to my bank, they are trying to cancel the transaction which is taking days. And don’t reply saying to email customer service. I have been on to them several times already. It seems Carpetright Finance staff are gods who don’t speak to customers. Shocking.”

Helpful Report

Posted 2 years ago

Hi Kath Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 2 years ago

“Had a laminate floor fitted job botched really bad fitter came back botched it again still waiting for third fit . Floor wonky beading coming off beading left out chip in board door bars don't match holes around pipes unequal messy silicone rude customer service cam never get hold of anyone higher up. It's been 10 weeks plus still not complete . Carpetright Ashington northumberland. Don't put yourself through the stress it's not worth it.”

Helpful Report

Posted 2 years ago

Hi Jacqueline, I am really sorry to hear about the issues with the flooring and the time it is taken to be resolved. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 2 years ago

“I had 2 carpets and a vinyl floor fitted from the arnold store. The vinyl was marked within 24 hours of going down, from 1 dining chair with a child sat on it. When I contacted the store I got zero satisfaction so went to customer service at head office. We paid for the whole floor to have ply and fully bonded, so to add insult to injury, it will cost a fortune to remove. We had a le lengthy conversation with the store colleague about the suitability of this floor, it's uses and I specifically asked about our dining chairs marking it. It took over 4 weeks to hear back between the store and customer service, and I was informed that due to the floor being damaged after fitting, they would do nothing. This floor has a warranty of a few years and is listed as suitable for a dining room. This is all clearly untrue and the floor is being missold by both carpetright and the manufacturer. Steer clear of this place and spend your money elsewhere. We have had to purchase a large rug to prevent further marking, which now covers most of the floor anyway so all in all a pointless and expensive experience with a missold product”

Helpful Report

Posted 2 years ago

Hi Gene, I am sorry to hear about the issues with the flooring and the experience you have had trying to resolve the problems. We will investigate to see what can be done to put this right. Regards Dean

Posted 2 years ago

“Estimator came out bringing the wrong carpet sample with him and then cocked up the order for he didn’t put enough door grip/edges on. I rang store and sorted it out and paid in full for order. I had to chase them twice for a fitting date. Got fitting date which was yesterday (tues 29th) rang at 12 to say nobody at turned up but was told that the fitter was definitely coming. 5pm still no sign so rang store to demand a refund, was told they had to speak to their manger, 15 minutes later fitter turned up!! He basically forced his way in to my home and started ripping up my old carpet, I stopped him and said it’s 5:15 the lighting is really bad in the hall and I didn’t want the job rushed. He said he would lay it and if not happy to call the store in the morning! Well it took him less than two hours on his own, and yes the job was rushed, it looks absolutely shocking! I actually cried and am so angry. We paid over £900 in total and it looks terrible!”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“We were due to have a carpet fit next week but have been told that the carpet we have picked isn't in stock. While I appreciate stock issues can happen, it's unacceptable to report it a few days before the fitting (where I've already removed the old carpet ready for the fitter) despite having placed the order over a month ago. We had the same experience with another order we placed which I naively accepted as a one off. Further to this there also seems to be lots of confusion between fitters and store staff, I was asked to accommodate another date because there had been a mix up somewhere (naturally the fitter blamed the store staff and vice versa). This wasn't an issue for me as I'm at home most days, but could be problematic for others. If reliability and customer service is important to you then I would avoid carpetright at all costs. In particular I would avoid the Guiseley store where colleagues seem more interested in passing blame on each other rather than apologising to the customer.”

Helpful Report

Posted 2 years ago

Hi Thomas 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 2 years ago

“Carpetright Planner was great and that's where the joy of my experience ended. What they do not tell you is that the store farm the installation out to independent fitters and should there be any issues, tough. They did quite major damage to my fresh paintwork, chunks out of plasterwork and left a huge crack. Emailed the store and was phoned by an aggressive person who was not interested in my issues at all. One of the fitters was laying down looking at his phone on my brand new carpet and the other one left my toilet is a disgusting state. I have multiple grippers with large gaps underneath, one with big a dent, ripples in my existing carpet and one cut too short for the doorway. Plus a series of emails to their customer services department who were very apologetic but again down to me to sort it out with the fitter nothing they can do.”

Helpful Report

Posted 2 years ago

Hi Laura 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 details if you would like to discuss this further. Kind regards Dilan

Posted 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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 2 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 customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 2 years 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 2 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews