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Carpetright UK Reviews

1.6 Rating 1,129 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

1.6

Based on 1,129 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Great up until they secure your money and then it all goes to pot. They say bedroom has to be completely cleared I am working away so that left my wife to disassemble a bed and push it into hall way along with furniture. Then the were asked to leave additional carpet grippers and excess underlay as I have bookshelves which were removed in doing up the house and they could be used to cover this area, simply ignored that instruction. Then doors were removed and left in the hallway. Small print states they do this So you can employ a carpenter to shave the doors. Good idea in principle but what if the doors actually don’t need shaving, which is the case. So I have to rehang doors. Bit lazy. 700 pounds for second rate service. Trying an independent company for next carpet for a more customer friendly experience.”

Posted 3 years ago

Hi Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience. Please would you be able to email your order details customer.services@carpetright.co.uk so we ca assist you further. Kind regards, Dilan

Posted 3 years ago

“Very friendly attentive sales lady but new in sales from being part time something and hadn’t been trained. Didn’t have a clue how to price, I was doing it, and it took her 20 mins to print the quote out. Also, not her fault, no doubt the sales process, but they add on and on. 50% of this carpet if you get this underlay but if you want the other carpet in next room you lose that blah blah. Then you have fitting charge fair enough. You think that’s it then you get a delivery charge. Then grippers, their charging 10 times the cost of you get them yourself”

Posted 4 years ago

“The staff at the Carpetright store were excellent. The problem is that they sub contract the fitting to self employed floor fitters. This means that you have no idea at all about how good your floor fitter will be. Our fitter was Sandeep and he worked really hard for two days laying our floor. We had carpet fitted to the stairs, landing and three bedrooms. This went really well, with no real issues. Downstairs we had dry back LVT fitted. This is where it didn't go so well. The entire floor had to be covered in a self leveling compound before the LVT could be fitted. Sandeep did this work after fitting the carpets and was still working at 7.30pm! He came back two days later to lay the LVT. I was gutted that he used white silicone all around the room where the floor meets the skirting boards. I wanted the LVT cut neatly, tight against the skirting to get the best effect. I was also gutted that the floor is seriously unlevel. I can actually see where the floor dips and rises against the skirting boards. Also some of the LVT planks are starting to lift in places. It seems to me that Sandeep rushed the floor prep stage as the floor was not level but he laid the LVT anyway. I wish now that I had gone to a local, well known, credible floor fitter with a reputation to protect. Sandeep told me that Carpetright send him 90% of his work. This clearly means that he doesn't need to think about his reputation as the work just keeps coming from Carpetright customers who like me expected such a huge company to do a superb job. When you pay a professional floor fitter, the very least you expect is to have a level floor. My floor looks ok overall, but it doesn't look like a professional job because of the finishing - it almost looks like I laid it as a weekend project. I would not use Carpetright again as I have no confidence in the quality of the fitters they use.”

Posted 4 years ago

“The staff at the Carpetright store were excellent. The problem is that they sub contract the fitting to self employed floor fitters. This means that you have no idea at all about how good your floor fitter will be. Our fitter was Sandeep and he worked really hard for two days laying our floor. We had carpet fitted to the stairs, landing and three bedrooms. This went really well, with no real issues. Downstairs we had dry back LVT fitted. This is where it didn't go so well. The entire floor had to be covered in a self leveling compound before the LVT could be fitted. Sandeep did this work after fitting the carpets and was still working at 7.30pm! He came back two days later to lay the LVT. I was gutted that he used white silicone all around the room where the floor meets the skirting boards. I wanted the LVT cut neatly, tight against the skirting to get the best effect. I was also gutted that the floor is seriously unlevel. I can actually see where the floor dips and rises against the skirting boards. Also some of the LVT planks are starting to lift in places. It seems to me that Sandeep rushed the floor prep stage as the floor was not level but he laid the LVT anyway. I wish now that I had gone to a local, well known, credible floor fitter with a reputation to protect. Sandeep told me that Carpetright send him 90% of his work. This clearly means that he doesn't need to think about his reputation as the work just keeps coming from Carpetright customers who like me expected such a huge company to do a superb job. When you pay a professional floor fitter, the very least you expect is to have a level floor. My floor looks ok overall, but it doesn't look like a professional job because of the finishing - it almost looks like I laid it as a weekend project. I would not use Carpetright again as I have no confidence in the quality of the fitters they use.”

Posted 4 years ago

“The staff at the Carpetright store were excellent. The problem is that they sub contract the fitting to self employed floor fitters. This means that you have no idea at all about how good your floor fitter will be. Our fitter was Sandeep and he worked really hard for two days laying our floor. We had carpet fitted to the stairs, landing and three bedrooms. This went really well, with no real issues. Downstairs we had dry back LVT fitted. This is where it didn't go so well. The entire floor had to be covered in a self leveling compound before the LVT could be fitted. Sandeep did this work after fitting the carpets and was still working at 7.30pm! He came back two days later to lay the LVT. I was gutted that he used white silicone all around the room where the floor meets the skirting boards. I wanted the LVT cut neatly, tight against the skirting to get the best effect. I was also gutted that the floor is seriously unlevel. I can actually see where the floor dips and rises against the skirting boards. Also some of the LVT planks are starting to lift in places. It seems to me that Sandeep rushed the floor prep stage as the floor was not level but he laid the LVT anyway. I wish now that I had gone to a local, well known, credible floor fitter with a reputation to protect. Sandeep told me that Carpetright send him 90% of his work. This clearly means that he doesn't need to think about his reputation as the work just keeps coming from Carpetright customers who like me expected such a huge company to do a superb job. When you pay a professional floor fitter, the very least you expect is to have a level floor. My floor looks ok overall, but it doesn't look like a professional job because of the finishing - it almost looks like I laid it as a weekend project. I would not use Carpetright again as I have no confidence in the quality of the fitters they use.”

Posted 4 years ago

“Please be aware that you will be charged for delivery, even when buying a length of carpet that is already in the shop, plus service charge. Also, the shop charges at least four times as much for their carpet gripper as independent retailers, and fitters want an extortionate amount for trimming the bottom of the doors. The salesman was pleasant and helpful, but I will not be using Carpet right again because of all the hidden charges.”

Posted 4 years ago

“very strange experience with CarpetRight. Bought and paid for my LVT floor for fitting by Pollokshaws store. asked if it was likely to be discontinued as on sale - advised this was very unlikely. when I called to book fitting, was told (Gary/Gareth/Gavin - sorry) would call me back in 10 minutes. waited a few hours then went into store to check they correct mobile no for me. was advised they were waiting for call back from fitter. promised call back by end of next day. 4 days later no contact so called the store again. advised them I'd try and get my own fitter but asked if they could please let me know why they weren't contacting me. got call back from Robert (described as store manager by another staff member) advising they had no record of my request. Really wary of using store fitter as fitter and/or store staff messing me about and not sure why. got my own fitter. went into store to book delivery, had to ask staff member to write it in the diary, got a nippy response to that but did see it written down and did get it delivered . my own fitter struggled getting it to adhere to kitchen floor despite 2 attempts and additional floor prep. discovered some faulty boards, some fitted in error. also discovered measure was short. called store, advised by Robert that product was discontinued but could be bought on sale from edinburgh store. drove to edinburgh and bought some. called store again to discuss faulty boards and poor adhesion. Tom (self-described as store-manager) came out and viewed. acknowledged faulty boards but described poor adhesion as fitting issue as floor had a slope. not previously advised that LVT cannot be fitted on sloping (as opposed to textured) floors. also discussed with customer services with request to replace floor. initially told by store that I never booked fitting so wasn't entitled to assistance with fitting. after discussion (Tom) agreed to request their (independent) fitter to contact me re rectifying the job at my expense. no contact by fitter. initially advised that fitter had been out of contact as in England working, then that he had called and left me two messages, then that he had been unwell, then that he had texted some junior staff but was not returning calls to store manager (?). never actually told why people wouldn't return my calls. told by Tom that Gary/Gavin had been unable to find LVT fitter despite calling 5 or 6 people. later told by Chloe in CS that I had been offered dates for fitting but had wanted my floor fitted on a specific date which the store couldn't offer. queried which dates, which fitter, then was told by Christine in CS that this had been an error. all in all have been given vague apology and no explanation plus one box of LVT to cover faulty boards and short measure. was at one point told the name of the fitter who wouldn't get back to me, was later told he couldn't be identified so won't mention here.”

Posted 4 years ago

“I asked a lady to give me a quote for two rooms she seemed to be unaware of the vinyls I had seen in the show room but said she would call me back with an estimate which she didn’t I called next day left a message for her and was told by her colleague that she would call and again no call back Thoroughly Unprofessional it’s little wonder the store is going under”

Posted 4 years ago

“The initial experience at the shop was positive, as was the gentleman who came out for the survey. However the process when we were ready for fitting was difficult, culminating in the shop arranging a time and date for the final fitting to be done without the courtesy of contacting us to see if it was convenient for us. By this time we were fed up so just adjusted our plans to get it done. Adding to our disappointment in the experience were the marks left on our newly decorated walls and the fact that we paid for 21 linear metres of grippers even through the most of original existing grippers were used. He used no more than 4 metres. I am also astonished that no receipts are offered by fitters organised by carpetright. Will not use carpetright again.”

Posted 4 years ago

“Terrible Customer service. One hour before the carpet was due to be fitted we received a call from the salesman saying that the carpet hadn't arrived and so they wouldn't be able to fit it on the day agreed but might be the following week but couldn't confirm that. My first experience with CarpetRight was truly stressful and the customer service is unbelievably bad.”

Posted 4 years ago

“Having carpet installed shouldn't feel like you're in the movie Straw Dogs. Tried to pay in advance. Was told, "oh don't worry, just pay on the day they come to your house, they'll tell you everything." So these men show up and begin hounding me every few minutes, "Mate, have you got that bank transfer?" as I'm trying to figure out the bank website and calm a screaming baby. "Mate, you got that bank transfer?" I found the experience unnecessarily stressful. Nice job on the carpets though so how can I stay mad at them?”

Posted 4 years ago

“The carpet is nice but badly laid. The fitter turned up with the carpet in his car because his van was broken. The carpet was cut too short in places and coming away at the carpet grippers. On complaining about the above the store manager (Norwich) was patronising and tried to blame us. Just not very professional. Staff on all occasions did the minimum and nothing more.”

Posted 4 years ago

“I really wanted to give 5 stars because the carpet and flooring purchase was excellent. Following up our complaints though was pretty non existent and when they did reply it’s clear they didn’t read my complaint. In the end we had to find out who the layers were and arrange them to make the repairs ourselves. In our case we believe Carpetrights choice in carpet layers and flooring layers needs some attention. I observed the stair carpet layers throwing cut offs down into the lounge hitting the walls on the way down rather than carrying them down. Lazy. Our laminate floor was left with an obvious scratch which was spotted as soon as the layers cleared off. We know mistakes happen and I have previously laid flooring for companies in the past but from what I saw and paid for in terms of the laying, the rushed job, quick to leave quick to take the money...I believe Carpet Right need to consider who they contract work out to. Perhaps they get the cheapest layers in who knows. Next time we will organise our own layers obviously.”

Posted 5 years ago

“Shop service is good although quotation is very confusing. Guy came round to measure, later found out he ordered wrong door ramp. You have to pay fitters separately - cash - on the day! Came on the day but have had issues trying to chase fitters for this door ramp for 4 months now! Calling the Bath office I speak to different staff and have to explain everything! I asked to just pick up the ramp and I’ll do it but they can’t do this!! I’m having to contantly chase both shop and fitters (they now use Chippenham guys as there are no Bath fitters) I wouldn’t recommend them.”

Posted 5 years ago

“We went into the Dorchester store, picked the stair carpet we wanted and then went home to measure up. I drew a plan of the area with accurate measurements. Carpetright said that they needed to send someone out to measure up, we requested that they bring the sample with them so that we could be sure it was the right colour. The person sent found that my measurements were correct, it was a shame he did not bring the sample with him! We thought that the carpet was in stock but it wasn't. Once we were told when it would arrive, we made not to book anything for that day. We were told that the carpet layers would call us as soon as they picked up their carpets for the day and had planned out their day. They did not call us and despite calling the office twice we could not get an indication as to when they would arrive. Eventually at 3.30pm the carpet layer said that they were on their way. Clearly this was going to be the last job of the day, they were not in the best of moods. They decoded to use the kitchen as their cutting room, not clearing up as they went. Once they got the carpet down, they were out the door - no checking whether we were happy with the job and absolutely no clearing up behind them. Although the carpet is good, we paid top price for the underlay and now have half our stairs squeaking loudly. Carpetright have told us they won't come back to make good.”

Posted 5 years ago

“We bought a rug from Carpetright but on laying it out at home we found it was quite badly "rippled" due to the fact that it had been so tightly rolled up and stored. After a month of trying to "flatten" it out, even buying a "rug hold" to help, we took it back and asked for a refund but this wasn't forthcoming. Apparently you must return rugs within two weeks, unopened, to qualify for a refund. Very disappointed with Carpetright's attitude and (unpublicised) policy.”

Posted 5 years ago

“We have had the worst experience with carpetright, we had our stairs done mid June, but the top three steps go round a corner. Standard stuff, but they seem incapable of getting it correct. This has meant us waiting 13 weeks to get the last steps finished, then it was fitted wrong and we are still waiting for it to be finished!!!!”

Posted 5 years ago

“Products not available on day of pre arranged fitting, no apology from carpet right loss of earnings no compensation offered, wouldn’t recommend”

Posted 5 years ago

“Beyond disappointed with this store. We went in to the Andover store and chose a carpet, got a quote and booked the fitting. Two days before we were due to have the carpet fitted, I received a phone call telling me that the fitting would not be going ahead as they couldn't get stock of the carpet for at least another month. I received no real help and was refused any sort of compensation from them, it was all pretty matter of fact with a perfunctory apology. I ended up buying the same carpet online for £300 cheaper and booking my own carpet fitter. Ringing around other suppliers, none of them had the same problems with accessing stock for the carpet I wanted. To be honest I would avoid this place like the plague, have to agree with previous comments regarding unhelpful staff. I learnt my lesson the hard way.”

Posted 5 years ago

“Wrong order delivered to fitters and carpet for the lounge cut for a bedroom and stairs. Replacement carpet ordered and took 2 weeks to fit the carpet. On day of fitting confirmed first appt but at 12 noon after call to store advised 4pm. Eventually fitters came at 7.30 pm. Miss communication from store and little empathy or pro activity to solve the problems.”

Posted 6 years ago

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Carpetright UK is rated 1.6 based on 1,129 reviews