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

“Customer service was appalling from the Grimsby store, the carpets they had to offer was either ridiculously priced or what I wouldn't even class as carpet. The way the staff members treat both me and my mother was appalling I thought they was rude and spoke to us like we was thick! Do not recommend”

Helpful Report

Posted 7 years ago

“Went to carpet right approx 3 months back, wanted the full package that included a visit from there estimator as we thought we possibly would require a screed (we already Pulled the old flooring up so he could clearly see what they would be working with) he came round and said no extra work needed doing? Okay great, we triple checked this just to make sure, we wanted no issues as we had already had several issues with tradesmen. Fitters came and fitted the floor and within an hour of them leaving the floor was lifting, they came back quite promptly and arranged to lift and pack out the area, this lasted again tops 24 hours, the floors a health and safety hazard there's no door divider, and we are a pack short of what we paid for. I have had zero acknowledgment, it's been 6 weeks since anyone has made contacted, I have chased and been fobbed off continuously, found out today the store manager of the kidderminster branch has left and there is No paper trial with what's happened or even happening, the guy I spoke to couldn't help either, it's absolutely horrendous and I and would just like the floor taking away and my money back. I would never use them again. Such a disappointment, the customer service in store and head office are shocking. They get a zero from me, DO Not USE.”

Helpful Report

Posted 7 years ago

“The carpet has been stored by carpetright for a while since we are doing up our house and didnt need it all so not sure if this is the problem. On fitting it just looks awful and has tram lines and creases over the length of it. It looks really shabby. This is the same carpet we have already had fitted upstairs and I am really disappointed with it. Not even had it down a few months before it started to wear away and look really thin in parts. Not very impressed with the fitting either as both upstairs and downstairs the fitter has left lumps in the carpet where he must have carpetted over a nail or similar. I would not recommend and would never use them again,”

Helpful Report

Posted 7 years ago

“I went to Carpetright because I thought they would give me a professional service - I have had nothing but the complete opposite! I ordered & paid upfront for laminate flooring after being told by the store that it would be fitted within the timeframe I wanted it. This was a lie! When it started getting close to the date & I hadn't heard anything I gave the store a call. I was told the laminate was out of stock but the person I was speaking to was covering so couldn't help me further. I raised a complaint online as I didn't feel I was getting the service I had paid for & explained that I was considering cancelling my order. Nobody contacted me. I called the Bromley store to cancel due to the service I was experiencing but was told my laminate had arrived. I explained I still wanted to cancel as my timeframe hadn't been met & I wasn't impressed with the service & that I hadn't been kept up to date. The man in the store switched into a condescending & argumentative tone. I was taken back by the conversation I was experiencing & called customer services to explain at how bad the service was. The team on the phone were better to speak to as they listened & apologised but referred me back to the store! I told them my conversation was so unpleasant I would not speak to the same man. Customer Services told me they would speak to the store & come back to me - another lie! I didn't hear back & chased 3 days later. They told me they would call the store & I received a call from a fitting team to book a date in. I explained my problems & said I was so appalled by the way I had been spoken to I wanted to cancel my order. The man turned out to be the person that had covered the store when I initially called them & was apologetic. He said he would speak to the store. I then received a call from the Bromley store man that I had refused to speak to. I got round two of being spoken to in an argumentative & confrontational tone. I explained to the man I no longer wanted to discuss this with him due to his unprofessional tone & that I wanted to speak to somebody else. I was refused this because the man told me there was nobody else I could speak to so would I book my date or pay the 20% cancellation fee. I explained I would not discuss this with him & would refer back to Customer Services. The man yet again didn't listen & continued with his attitude so I hung up & I then received 5 repeated calls in a row. No voicemail was left though because I guess I would then have evidence of how disgusting the customer service is. I will be calling Customer Services again in the morning but I wish I had read the reviews before paying any money to this company. I am in complete disbelief at how rude & unhelpful this company is. It has been such an unpleasant experience dealing with this company & I have been left shaking after both experiences of having to speak to the man in the Bromley store. Avoid this company!”

Helpful Report

Posted 7 years ago

“Firstly the man at the front desk was vile and spoke to me in a rude manner especially for saying I was willing to part with a lot of my hard earned cash the fitter turned up with no grippers because they did inform him he needed any but it was clearly on my paper work it was required was not informed that the fitter needed an additional amount of money water the job was done and was informed if damp in my hallway from there own surveyor to then have it done independently and told it was fine no damp detected. I really hope thus deters people from using them and they go to a different company because they have been a circus act from day one.”

Helpful Report

Posted 7 years ago

“‪@Carpetright - what a bunch of conmen-Firstly I would like to say how sick I feel with my purchase with carpet right in Hayes. A comedy of errors from start to finish. I chose to go ahead with carpet right over Tapi due to carpet right being around for a longer period of time. The biggest mistake I have ever made. The fitters left nails sticking out of the carpet which my 3 year old daughter stepped on and needed emergency treatment. Cheap wooden flooring for the hallway and dining room was missold as being a good quality and expensive one which was apparently half priced and I was fooled into getting a bargain! Even their wood fitter said it was cheap quality which is why it has gaps in the joints and rubbish gets stuck in the gaps when cleaning. Rubbish was left behind by both the carpet and wood fitters. When I called to complaint about the dangerous nails sticking out and the cheap labour, I was fobbed off by both the stores and the head office. It's been over two weeks and the matter has still not been sorted by Carpetright. Instead the sales man was rude and told me bluntly I can do what I like but I will not get no refund etc. Money is not what I am after, I am just appalled at their lack of customer service and compassion for a little girl injured due to their negligence. Once they have sold you their stuff and taken your money forget to expect any after sales service. Stay away!!!‬”

Helpful Report

Posted 7 years ago

“In over 30 years of being a homeowner and having many, many carpets laid, I can quite honestly say that this has been the worst experience of my life. We spent thousands getting our upstairs decorated and it will now need doing again. There are huge chunks of wood taken out and walls and paintwork are badly scratched and marked. The carpet has lumps all over it, even after having a second fitter out and is very poorly laid. The attitude of staff was atrocious, please go elsewhere for your carpets.”

Helpful Report

Posted 7 years ago

“Carpetright hedge end Southampton, the men in there are extremely rude”

Helpful Report

Posted 7 years ago

“I choose a silver carpet, it looked lovely in the shop when they put it in the doorway in full sun, but when fitted, it was a dirty Gray colour, this was put down to " it is a shaded carpet", I was not warned about this before hand. When the fitters left. the plate joining the carpet to the kitchen floor was a mess. the plate just covered the edge of the carpet, I could lift the cushion floor up. I phone the shop. fitters came back out,they said, " We will get you a new plate, but you will have to drill and fit it yourself ". I am a disabled pensioner who lives on her own. I said I would put all this on line they then agreed to do it. No phone call, a week later, they put the plate down, they then left. The plate was chipped and the screws where stuck up, one stuck in my foot.,I then checked all the plates, I could not believe it, they where my old plates with spots of old paint on them. I had paid for new plates and for them to be fitted, Steven from the St Helens shop came he asked me for a screw driver to fix it. He said he would order new plates and it would take a week, 2 weeks later nothing. Now I am going to take them to the small claims court. I sent an email to the St Helens branch giving them 14 days to fix this, got no reply.Do not buy from this store, they take your money, and ignore your complaint”

Helpful Report

Posted 7 years ago

“Carpet Right High Wycombe branch and their head office customer service are pathetic. They are after just sale. After a complaint against their shady floor fitting, I emailed them several times; also I called many times on their customer service phone. But, they lie after lie. No response even 10s of promises. All doors are without the door bars and hazardous. I suggest any one going to Carpet Right to think and consider other suppliers.”

Helpful Report

Posted 7 years ago

“ordered a bed in August with the Colchester store. The customer service lady suggested delivery within 2 weeks to 21 days. Its been over 4 weeks and yet no response from them after repeated chasers, complaints. they just dont care about Customers. Go elsewhere than them.”

Helpful Report

Posted 7 years ago

“Appalling service, both by the store and head office. Measured incorrectly , needed to redecorate after fitting and still not resolved issue of line in carpet. Complaints department ignore you, terrible experience.”

Helpful Report

Posted 7 years ago

“Everything from miss quotes to bad fitting experience”

Helpful Report

Posted 7 years ago

“Everything went wrong , they were rude, the carpet was ripped when arrived at shop as seemingly no quality control!!! Cancelled our installation last minute and then stole the extra underlay we had paid for. No response at all from the store to my complaints - just disgusting service and would never use them again”

Helpful Report

Posted 7 years ago

“After reading the list of customers complaints I am so pleased I took their advice and went elsewhere for my carpet. Unfortunately I purchases my vinyl from Carpet Right the fitter had to return to remove several bubbles he also forgot to use the edging tape which I had paid for. The vinyl was fitted in March 2017 it now looks as though it was laid 5 years ago. the manager from Frome Somerset came to inspect it and told me this type of vinyl should be cleaned on hand and knees with a scrubbing brush !!!!!!!!!! Contacted manufacturers who have told me I need to go back to Carpet Right Contacted complaints dept and they have told me that they will contact the manager of Frome I will give them 2 weeks then maybe post a picture of the vinyl on Facebook !!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 7 years ago

“We live an a small cottage and wanted all upstairs carpeted. When carpetright came to measure we specifically asked about the small space and how it would work. We were told that it was no problem, leave everything in place and the fitter will work around it. Wrong! He told us that the rooms should have been completely empty and when we explained what we had been told he virtually called us a liar. Later, on speaking to carpetright (one of several calls that day) they again told us that we did not need to empty the rooms. The fitter was very hostile and did a dreadful job of the fitting and has knocked off paint everywhere, particularly annoying as we had told him it was all newly painted. I have never been spoken to like that by anyone ever, and in my own home too. The shop did not provide enough underlay and we have now got to wait, until who knows when, for the job to be completed. I could write a lot more about this dreadful experience, but all I can say is AVOID CARPETRIGHT LIKE THE PLAGUE! They do not even deserve one star.”

Helpful Report

Posted 7 years ago

“I would have given zero stars if possible. They forgot to put our carpet in the van initially so cancelled last minute wasting our entire day. The bed then took 2 months to arrive rather than 3 weeks. When we complained the manager was very unapologetic. I mainly blame the brainless person who served us (would love to give a name and shame)Do not use this company!!!!!!”

Helpful Report

Posted 7 years ago

“AVOID AT ALL COSTS We ordered a carpet to be fitted as a runner. Their ‘professional’ fitting team arrived to fit our carpets. They proceeded to fit it full width despite being told by our painter that a runner had been ordered and the paintwork clearly indicating a runner. Once I find out, I had to listen to two hours of arguments between store and fitters as to who was at fault with both blaming the other. When they left, they had the cheek to demand money for permanently damaging a brand new set of stairs. Carpetright's local store management are still refusing to pay to fix the damage that happened 3 months ago despite a) confirming we could source an independent contractors and b) providing two separate fully documented quotes from reputable traders – one of which from the painter/decorator who actually tried to help them by pointing out their mistake. Carpetright's local store management have rejected both and neither fixed the damage nor provided the carpet we have paid them for. Escalating the complaint to the central complaints team just parroted the same rubbish the local store management had said before referring me back to the same inept team. Their head of customer experience, Toni Adams, claims that "Customer Experience certainly is at the centre of everything here" and "We are in our customers’ homes. It’s a sensitive purchase so how we handle it is very important. We look to respect our customer’s home as if it was our own." As always, when actually paying for a service, we can see that this is just the usual management guff that they speak without really delivering. http://cxm.co.uk/when-you-are-in-your-customers-homes-you-have-to-make-it-right/ The whole experience has been terrible, wholly disheartening and instead of trying to resolve their mistake positively, they have continually prevaricated and tried to get out of fixing the issue.”

Helpful Report

Posted 7 years ago

“THEY CANCELLED THE FIRST FITTING DATE. THEY THEN CANCELLED THE SECOND FITTING DATE. USELESS! DON'T USE THEM.”

Helpful Report

Posted 7 years ago

“Do not use this company! They missed their appointment to measure up carpet on a number of occasions without much concern. The price they charge for underlay, grippers and door bars are extortionate. The rubber underlay which currently sells at £9.99 can be bought around £3.30! The carpet gripper which is sold at Carpetright can be bought at around £25 for 500ft or 5p a foot! Avoid this company!”

Helpful Report

Posted 7 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews