Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,137 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

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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

“Overall it is difficult to put into words quite how outrageously awful the service we have received from carpet right cambridge. I've lost count of the number of times we have had failed carpet fittings. Each time they provide a date in the diary - sometimes a month in advance - and they then fail to turn up on the day, even after multiple phone calls in advance confirming that they will definitely attend. After receiving compensation for this completely inadequate service, we still required our carpet trims to be fitted and, as expected, they did not turn up on the day. We plan to pursue this further and get more compensation. My only advice would be to avoid carpet right like the plague, I have never dealt with a more incompetent company in my life.”

Helpful Report

Posted 7 years ago

“We bought a dark polypropylene carpet from Carpetright a few years ago, but it rapidly started to deteriorate in the sun. It was getting scorched, going black and then disintegrated and turned to dust in summer sunlight, although the areas that didn't get the sun are still perfect. It is now almost down to the backing. During the summer we were coming down in the morning to the smell of burning plastic. (The room isn't even south facing) They originally said it wasn't their responsibility and would pay nothing, but even after 4 months of photos, letters and visits, Carpetright won't give a refund, but will only replace the carpet if we go through them, and won't pay for the consequential losses of replacing underlay, fitting the new carpet or moving the furniture out of the two rooms affected. We are many hundreds of pounds out of pocket through no fault of our own. They consider this fair! We have been very good customers of Carpetright over the years but have now lost trust in them and we are now going elsewhere.”

Helpful Report

Posted 7 years ago

“Disgusting customer service”

Helpful Report

Posted 7 years ago

“I would give Carpetright no stars if I could. I purchased carpets at Bridge of Don, Aberdeen store on 25/11/17 to be fitted on 15/12/17. However due to an employees incompetence a carpet fitter was not booked for this date. Carpetright could care less that I’d taken a day off work and would now need to arrange another. There customer services is an absolute joke, the guy said they couldn’t discuss any compensation for the inconvenience to myself until after the carpets had been fitted. I demanded that he raise a complaint on my behalf, reminding them they had already breached our contract having failed to fit my carpets on the agreed date. Yes mistakes can be made but recifiy them accordingly. They’ve still not arranged a new date. I won’t be using them again. Rename yourselves Carpetwrong.”

Helpful Report

Posted 7 years ago

“Phoned up to arrange a quote to re-carpet a large Victorian house. Was told that Carpetright do not measure up unless an order has already been placed and deposit paid. Very poor.”

Helpful Report

Posted 7 years ago

“Awful service - couldn't even place an order! We went to the Didcot branch to order carpets where initially the staff were helpful, however, the temporary cover staff were useless and chap that came to measure was incredibly rude - both times. The measurer refused to measure for LVT downstairs because all the walls had not been knocked down, even though it was measuring for LVT throughout and we could have returned any unused boxes, which we were happy to do, we just wanted a ballpark figure - nonetheless he refused and wars extremely rude and confrontational in the process. The second time he refused to measure for carpet upstairs because concrete had been poured downstairs and there was some furniture in one bedroom (why that caused an issue and why the other rooms could not be measured I do not know!) - he didn't even tell us he had been to the house or that he did not measure up, he just sent two pictures to the office when we followed up later. It is strange how he was unable to take measurements but THREE other carpet companies could with no problem whatsoever. The measurer did not call beforehand the first time, or at all for the second, meaning we took two 1/2 days off work for no reason whatsoever (on the second we waited in until 5pm even though he went to the house earlier that afternoon - the builders let him in) when we visited the store after the second time, the temporary/cover manager was next to useless and didn't seem bothered by the service we had received at all - ended in us having a refunded deposit and going elsewhere for 120 SQM of flooring.”

Helpful Report

Posted 7 years ago

“utter rubbish, never seen anything like it in my life, had two stair carpets fitted and its still creasing in the middle of the steps ,also had vinyl fitted in the kitchen and it looks moor like bubble wrap, there's that many blebs in it, and they said it was my fault because it wasn't glued down, but they charged me for the adhesive and they fitted it.”

Helpful Report

Posted 7 years ago

“This is the worst service I have recieved. I had vinyl fitted a the beginning of Aug. It still and issue after being relayed for the 5th time. 1st tares in vinyl then 2nd time badly fitted 3rd time fault in the vinyl 4th different colour 5th time another tare. They are now refusing to resolve and saying it is us who done it. Disgusting service and to turn it into us is appauling and dam right disrespectful.”

Helpful Report

Posted 7 years ago

“if there was no stars od have pressed that.absolute nightmare dealing with this place.last time i had stair car[et laid half of underlay was missing.-this time ordered carpet on the 9th ovtober-----told 2 weeks later carpet discontinued----picked another cheaper carpet--estimate come out double the price.when i queried this was told there was a mistake on first estimate-----it is mow 28th november-----still no lounge carpet.-cant count how many times ive phoned cistomer services.just received a phone call from the store saying due to this being busiest time of year we cant lay your carpet till january.we have been walking on underlay for 2 months.------appaling!!!”

Helpful Report

Posted 7 years ago

“Poor service and the uniform doesn't look as smart as I would expect. Expensive charges and accessories.”

Helpful Report

Posted 7 years ago

“Carpet was three inches short! Fitters left and new carpet ordered! Had to chase up myself to find out when new carpet would be delivered. After the original error would have expected CarpetRight to have kept us informed! Two days taken off work to sit in and wait and still no one keeping us to date with fitting.”

Helpful Report

Posted 7 years ago

“If I could put 0 I would. I used the Old Kent Road branch and my experience was dreadful. I'd also point out that you should be very careful as the fitters are subcontractors and the contract states that Carpet Right don't accept any responsibility for their work. However the store never explained this to me. So firstly I went into store and waited ages to be seen as there was only two members of staff. When I eventually got seen I chose a carpet for my stairs and arranged for someone to measure the area and give me price. This was booked for the following Saturday. The day came and when no one arrived an hour after the expected time I phoned the store only to be told it was for the following week. I disputed this but the member of staff didn't apologise and just said I had the wrong day. When I asked to book for another time in the week the response was 'we are probably all booked just do next Saturday'. When I questioned this, the response was again negative so I just accepted the new appointment. At this stage I should have just gone elsewhere which I usually do after bad first impressions. The following week I went to the house 15mins before the appointment time to be told by the electrician, who was at my house during a renovation, that the person from Carpet Right had come 45mins before the appointment time, measured and gone. He hadn't even phoned to say he was there, and there is a reason I make a point about the phone call. When I went to the store to complain I was told he had done the measuring and quote so not to worry. I then received a quote by email with parts on the quote which I didn't understand. I went to store the following week to place the order and it was then I was informed the measurements were incorrect. The person had measured the landing area as well and priced the work incorrectly. Again I should have gone elsewhere but instead I stupidly placed the order and booked the fitting for a Saturday. At no stage was I told the fitters were subcontractors nor that someone would call me when the fitters were on the way. I was just told that it was sometime in the morning. The morning came and at about 11.30am I received an email stating if I didn't contact the store ASAP my fitting would be rescheduled. Apparently the store had tried to call me numerous times but I hadn't answered. Strange when my phone was on and I had no missed calls. The store informed me I was the next fitting at approximately 1pm and the person I spoke to didn't understand why I had received the email. As the time moved towards 2pm I phoned the store as I now thought there was an issue. I was then informed because I hadn't taken the call I was now last on the fitters list of jobs. I replied that I had called back but the reply was that I was now last. I asked to speak to a manager and to my surprise I was. He said every customer receives a courtesy call 30mins before fitting so that the fitter doesn't waste their time. When I said I wasn't told this and why don't the fitters go to their scheduled jobs and call if no one is home I was told every customer is different. When I asked why the person who did the quote didn't call me the manager replied, they don't. So some of people call and some don't. Absolutely pathetic. At no stage did I receive an apology and he gave me nothing but excuses including they couldn't find my postcode. When I asked when the fitter was going to come the manager said he didn't know. I phoned customer services and the help was non existent. It was shocking. When I asked to speak to a manager I was told one wasn't there. The woman said she could only log the complaint. I emailed the store to cancel the order and request a refund in response to an email that the fitter could fit me in at 4pm. So I should be grateful that the fitter could niw fit me in hours after they should have been there? Even at that stage I didn't receive an apology nor was there any attempt to retain my custom. Absolutely shocking company to deal with. Seems like another company who have become so big they couldn't care about their customers. It seems they'll make enough money to just accept poor levels of customer service and complaints. You think dealing with a large company would give you some piece of mind and consumer protection. How wrong was I. My advice would be to avoid as my experience has been absolutely shocking.”

Helpful Report

Posted 7 years ago

“Despite being promised a first call in the morning, fitter didn't arrive until 2.30. Left without cleaning up even though it had been charged for, Fitting of carpet was shoddy with bare patches without tufts, Had to wait a week for a visit from manager to have confirmed work would be repaired. Date set for following week, Saturday at 9. Fitter finally called at 9.30 to say he couldn't come until following day - Sunday - which we told him wasn't acceptable. Called store and spoke to Assistant Manager who promised to call back. After 30 minutes called national customer care line for Carpetright. Put on hold after giving details, then cut off at their end. There seems to be no interest in resolving the problem. For goodness sake, don't use them.”

Helpful Report

Posted 7 years ago

“I was a fitter for cright for over 20 years and was lucky enough to find a much better job and am so glad I left. The salesmen just do not care about customer satisfaction and have no clue about whats involved in the fitting side. The managers also ask the fitters to bring back excess underlay and gripper that the customer has paid for and resell it. One of the shops I worked in had a league table of who brought the most back. The fitters are not the best either. I would say that most of the shops I worked in at least half the fitters had no idea how to leave a nice job. They just wanted the work done as fast as possible. No pride. The company had fitters checked with stupid courses that were a complete waste of time and money. I work for a family run shop and the service the customers get is second to none. Our shop is a third the size of a cright shop but sells a lot more and most customers are returning customers. Oh and don't forget the extra charges they add on. £30 for your stair to be cut to size which the fitter does and the shops keep the money, £30 delivery which the shop keeps, the Fitting deposit is just money for them and the fitter does not get this. Do yourself a favour and go with a local company who will look after you and not rob you.”

Helpful Report

Posted 7 years ago

“Pro's - The Carpet is absoloutly stunning... Thats all im afraid Con's - I wasnt told a delivery time until 20 minutes before they turned up, had to rush home from work as it was planned in the shop as early morning so ym dad was awake, they tunred up at 10:10am The fitter wasnt exactly the most pleasent of people, he complained about 2 EMPTY and LIGHT Wardrobe carcasses left in the room (I had no other option as my house is small and left for work at 6am and my dads disabled so he couldnt move them), he unrolled the entire carpet starting at the wall which i left the wardrobes against (so they needed moving) he broke the bottom plinth of the wardrobe the lampshade and bulb whilst moving them), once the carpet had been unrolled he put the wardrobe back on the carpet to find about 2 feet of carpet was up the wall and there was a 12 inch gap in the alcove area ( 5m would have fitted perfect possibly maybe 1/4 an inch short) instead of moving the wardobes into the hallway he cut off the whole section against the wall and added the 12 inch offcut which left a very noticeable cut line as my carpet is dark grey I rang the head office who put me through to the store and the manager wasnt particularly understanding, at first he blamed me for wrong sizing.. at maximum the carpet would have been 1.2cm short of the alcove wall not 12 inches... then mentioned that carpet widths arent bang on 4 and 5 meters they can be 6 - 7 cm shorter? (wasnt told this at the time of sale but its in miniscule writing jumbled in the gumph you're hurried past in signing for the carpet. The absolute cheek they charge for underlay is borderline criminal, £4.99 a sqm for a really bad quality one i found on google at.....£1.30 a sqm, you can pick up 11mm underlay on google for maybe £3 a sqm at the max so MAKE SURE YOU SHOP AROUND The fitting charge aswell is unreal, cost me £52.50 they had it done in 20 minutes and they had to move 2 empty wardrobes too so take 5 mins off of that, thats £200 an hour! The last part is the fitters DO NOT Carry change! wasnt told that either, got £60 out of a cash point and was told he didnt have change but i didnt have any option to get the £12.50 as i wasnt leaving them alone in my house. Carpet right as a company as you can tell by the reviews arent good at all, the carpet is stunning but im sure there is cheaper options out there if you dont need to pay by credit card or finance because you've got an AMEX that nobody accepts...”

Helpful Report

Posted 7 years ago

“Disaster. Rude staff, rude in customer service department. 5 bed house, two man job two days. One guy turns up at 4 on the first day. Assistant Manager at Crawley branch William King, was about as useful as a fart in a thunder storm. Waste of time. Would use local carpet shop next time. DO NOT USE CARPET RIGHT”

Helpful Report

Posted 7 years ago

“Great service if you hate knowing when your flooring will arrive, enjoy rude staff and love being refused the right to find our how you are meant to go about a refund.”

Helpful Report

Posted 7 years ago

“I recently purchased 2 ottoman beds and 2 matresses from Carpetright, Croydon, Purley Way. The delivery people called us at 6.45 a.m. to tell us that delivery was being made in half an hour. Carpetright delivered a damaged Ottoman and completely the wrong mattress to us on the 21st October. Payment for the goods was taken from my bank account 2nd October. When we saw the damage to the ottoman we immediately took a photo as instructed and sent the proof to a contact at Carpetright. It is now nearly a month later and despite calling and emailing Carpetright are still telling me that they have no replacement stock and that the delivery service team will contact me sometime. Do they seriously expect me to believe it takes over a month to deliver a mattress and that there are no others in stock??? I will be going to Carpetright Croydon this Saturday to basically stand at the sales counter telling people not to buy Carpetright beds. I have been patient, supplied all the information/proof of damage immediately as requested and feel that as Carpetright have my money, they are simply not bothered about customer service. My advice would be to not buy from this company.”

Helpful Report

Posted 7 years ago

“Booked a fitting over the phone. The guy asked me when was convenient, I said tuesdays are best. So booked in for 14th November. By 3pm I was still waiting. Rang them up and he tried to make out that I was wrong!! They are supposed to be coming tomorrow first thing. Not holding out much hope after reading the other reviews on here!”

Helpful Report

Posted 7 years ago

“Money hungry company. Service not brilliant, aftercare even worse. Wishy-washy information, delays, failure to update details over & over.... Will be putting in official complaint.”

Helpful Report

Posted 7 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews