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

“Purchased and paid for a carpet on the 6th March at your Bridgend store. Still not had my money refunded despite having never received my carpet. Head office calls are not answered nor are the phones in store. When I finally managed to see someone at the store been told you changed systems and as my order was on old one only head office can issue a refund. Still unable to contact anyone from your customer service. You are ripping people off and stealing their money. Disgusting company”

Helpful Report

Posted 4 years ago

Hi JohannK I’m really sorry to hear about your poor experience. Please email your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“placed order wed evening after coming home looked at the hidden extras used you for years and my daughter phoned thurs morning 9a.m said wanted to cancel was told there would be a £70 charge my receipt was on blank paper did not sign anything was told it would be on the back just blank thought you had a cooling off period was told would get a call back nothing phoned customer services said she would get branch to phone me asked the MD'S name but phone down now Friday heard nothing about refund”

Helpful Report

Posted 4 years ago

Good afternoon, Thank you for your feedback. Please would you be able to email your details customer.services@carpetright.co.uk and we can look into this. Many thanks, Dilan

Posted 4 years ago

“Carpetrights carpets can be bought elsewhere under different names. It turns out that their Emperor range is Stainsafe Heritage Heathers by Balta . I feel totally ripped off. Its £36.99m2 at carpet right and can be bought online for around £13m2. It’s also called Empress at SCS. So I hope this will help others to not get ripped off with carpetright and SCS fantasy prices.”

Helpful Report

Posted 4 years ago

Hi Thank you for your feedback. Please see our price match policy on https://www.carpetright.co.uk/customer-service/customer-promise/ and email customer.services@carpeyright.co.uk if you wish to discuss further. Kind regards Dilan

Posted 4 years ago

“The door of one of my bedrooms was closing fine before the Carpetright fitters worked on new floors and carpet. After their work, the door was no longer shutting. I complained to the shop (Solihull) and they told me I should trim the bottom of my door (!), which would cost £15 and they are unwilling to cover. I am paying more than £3000 and they are not going to cover £15 to fix a problem that they caused. Their fitters work proved to me quite unprofessional and shoddy. I will never use their services again and will not recommend this company to anyone.”

Helpful Report

Posted 4 years ago

Hi Andrea Thank you for taking the time to leave your feedback. I’m sorry about your experience. Please email your details customer.services@carpetright.co.uk so we can assist you further. Kind regards Dilan

Posted 4 years ago

“No customer service at all, useless at best store acknowledged my complaint , head office were e mailed 8 times no responce. Watch out for hidden charges they don’t tell you about and Del Boy fitters trying to get £140 to £ 40 extra”

Helpful Report

Posted 4 years ago

Hi Stephen Im sorry for the lack of communication. I’ve shared your feedback with the Store Management Team for further investigation. Our colleagues will contact you to discuss further. Kind regards Dilan

Posted 4 years ago

“No communication from head office or reply to complaints in over 3 weeks. Even had to make a complaint for them not responding to my original complaint! No reply from that either. Shame. Want to buy carpet up to £1000 and they don't seem remotely interested.”

Helpful Report

Posted 4 years ago

Hi Gary I’m sorry to hear about your poor experience. Please email your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Ordered our carpet on 06/06/2020 paid for the carpet in full that's the last we heard from them on 30/6 I called them to see when the carpet will come and be fitted after a long surch on their system they finally found our order they dont know what's happend to the order and said they only have delivery's on Monday so will probably be with then on the 6th or 13th of july. I've called the shop again today 13th and same thing they haven't a clue what's happend the young lady said she will chase up the order, This afternoon I called back again got through to the same lady who said again she's trying to find out where the carpet is but she can't get through to the relevant department. I'm really not happy with the service I'm getting.”

Helpful Report

Posted 4 years ago

Hi Thank you for taking the time to leave your feedback. I’m sorry to hear about the service you received. Please email customer.services@carpetright.co.uk with your order details and we can look into this further for you. Kind regards, Dilan

Posted 4 years ago

“They are a waste of time trying to ring them,there head office is closed,the shops don't answer the phones,take your money,and after that,they cannot be bothered,I suppose the only time theyanswer,us if you put in a order disgusting service the answers to questions below,cannot answer,no carpet,or response”

Helpful Report

Posted 4 years ago

Hi Barry I’m sorry to hear that you are unable to contact us. Please email customer.services@carpetright.co.uk with your details so we can help. Thanks, Dilan

Posted 4 years ago

“Weeks went by without a delivery date & the only phone calls were when I contacted the store! Despite numerous promises to return my calls we heard nothing! Finally, after having threatened to cancel the order I was given a fitting date. Came the day of fitting the fitters damaged the paintwork in every single room, they then cut the wrong carpet for the stairs meaning that they didn't have enough to finish the job. Two weeks down the line we still only have half a carpet fitted & as a result the underlay has now been damaged by us moving a table. I've lost count of the calls made to customer services (who are still milking the closed due to coronavirus excuse) & the store won't give me a contact number for a regional/area manage or a fitting date to complete the work. Out of 5 stars it's a shame I can't leave minus 5.”

Helpful Report

Posted 4 years ago

“Forgot my password. Went through the process to reset. Box asks for email address to be put in, but its actually the password they want. That took a while to work out. Worked through the form to order my carpet for collection. Refused to accept the order - 5 times. Phoned the number given to order by phone. After 1 hour 15 mins, still waiting for an answer. DO CarpetRight actually want business or are they going bust and shutting down? This is not the way to get business.”

Helpful Report

Posted 4 years ago

Hi I’m sorry to hear that you were unable to place an order online. Please email customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 4 years ago

“I ordered vinyl flooring 10 days ago and have heard nothing, l have tried ringing both local and main number as l also had a query and both numbers are unobtainable. I know there is a phone in the shop as it was answered when l was in there.”

Helpful Report

Posted 4 years ago

Hi I’m sorry to hear that you are unable to contact us. Please email customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 4 years ago

“I know the situation with Covid is causing delays, it’s 7-10 working days on the website for delivery, it’s been almost 3 weeks waiting for carpet for my home... i wouldn’t have bought it if I knew I had to wait so long, I would have gone Wales where. They said they would give updates but absolutely no emails to update me about my carpet.. I have to keep chasing up after they swiftly collected my money and sent inaccurate invoice. I’m just fed up of this bad service. I hope my good turn up soon otherwise I will be requesting a refund and a compensation for waste of time and distress caused.”

Helpful Report

Posted 4 years ago

“Always over estimating and getting figures wrong but always in favour of themselves.”

Helpful Report

Posted 4 years ago

Hi Ann I’m sorry about this. Please can you email customer.services@carpetright.co.uk with more details so we can assist you further. Regards, Dilan

Posted 4 years ago

“Don't ever bother using the Harlow store. The staff are totally incompetent, customer service is non existent. No return phone calls, no fitting date, no interest in helping.”

Helpful Report

Posted 4 years ago

“I went to the Preston Riversway Docklands branch this afternoon planning to spend a few hundred pounds on flooring. From the moment I arrived it was unwelcoming and unfriendly as if I was some threat. My questions were answered rudely. When I asked about the difference between two brands of flooring the answer I got was something like "its thicker" and "if you look at the board in front of you its got a warranty" as if to imply I'm too stupid to look at the information board or to notice the thickness. When I wanted to confirm the cost of fitting, which I had checked earlier on the website, the lady snapped something like "well I can't tell you because you haven't given me the size." When it became clear the customer service staff was actually being rude to me (even though I was buying something from them), I quickly left and I went to ScS Furniture Shop nearby to get the same flooring. At ScS furniture they were immediately friendly, welcoming and eager to answer my questions. ScS gave me excellent service compared to Carpet Right. They didn't treat customers like a threat, we even had a friendly chat about other things. Interpretations of politeness can be subjective but that doesn't explain why I got such a better experience from another similar furniture shop nearby (my personality didn't suddenly change when I went to ScS Furniture). I think there is something wrong with your customer service and you could take some lessons from the excellent staff at the ScS furniture shop (whom I'll be leaving a good review after the flooring is installed). I'd recommend potential customers who wish to be treated nicely to go elsewhere.”

Helpful Report

Posted 5 years ago

Hi Tony Thank you for taking the time to leave your feedback. I do apologise for the service you received. Please be assured we are taking this matter seriously and our management will investigate this matter internally. Kind regards, Dilan

Posted 5 years ago

“Tl;dr - Very negative and impactful experience - Non responsive customer service What makes a difference between a good company and a bad one is how they handle customers when something goes wrong. My problem with CarpetRight started when the government if Ireland announced a lock-down. My carpet is in the store but they can't deliver it. I sent them several times and told them that this is essential item since I'm moving to a new apartment and I have no time to stay at my current place. I went further and offered them to pick up my carpet from the store and fit it myself. However, their unresponsive customer service was replying with a generic message that they are closed. On the same time, their sales telephone lines are working perfectly, and you can place orders online and through the phone. Meanwhile, the customer service line is not answering, and their mails are unresponsive. Other companies like Noykes, Harvey Norman, and EZLiving (just to name a few) has already helped us and found some solutions from either having a contact-free delivery, picking up my items from the warehouse with minimum contact or else delivering our products normally when we told them out justification and that these items are essential. What made me spend this time writing this review is the negative and impactful experience I had with them, and until now, they don't want to process my refund.”

Helpful Report

Posted 5 years ago

“Disgraceful company avoid at all cost. Promised a 1 day fitting in October 2019 but it’s still going on they didn’t put the underlay down on the stairs. Useless customer services. Use a smaller local company”

Helpful Report

Posted 5 years ago

Hi Terence I am sorry for the delay on your order and we will be able to look into this as soon as our stores are back in business. Thank you for your patience during this time. Kind regards Dilan

Posted 5 years ago

“Waiting since January for vinyl!! Have contacted Pontypridd store and customer services via email on numerous occasions. Just spent 15 minutes on phone waiting for customer services to answer. Have now shopped elsewhere and would like a refund of £104.96”

Helpful Report

Posted 5 years ago

Hi I am sorry to hear about your experience. Please can you email to customer.services@carpetright.co.uk with your order details and we can assist you. Kind regards Dilan

Posted 5 years ago

“Money orientated,no customer service or satisfaction in mind., would not buy from them again,”

Helpful Report

Posted 5 years ago

Hi, I am sorry that you are not satisfied with the service you received and please can you email to customer.services@carpetright.co.uk with your order details and we will be able to assist you further. Kind regards Dilan

Posted 5 years ago

“AVOID THIS TOTAL MONKEY UTTERLY USELESS JOBS WORTH OUTFIT!!! Head Office Customer Services are an absolute rude joke! Their so-called fitters are all external contractors self employed & independent from Carpet-wrong! Fought them all the way for want we wanted sorting, but yet again still could not forfil their finishing obligations! All of our other new future carpet works will be going very much to direct competition! NEVER AGAIN!!! Dreadful Outfit! Look forward to seeing you close yet more stores & going bust!!! I loathe you!!!”

Helpful Report

Posted 5 years ago

Hi, I am very sorry to hear about the poor service you have had throughout the process. Can you please email us to customer.services@carpetright.co.uk with your order details so we can investigate. Regards Dean

Posted 5 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews