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Carpetright UK Reviews

1.6 Rating 1,130 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

1.6

Based on 1,130 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Abusive fitter, poor fitting, damaged my property, took all of my flooring up and left me without flooring for over 5 weeks and now won’t take any responsibility. Have to take the fitter to court to get damages resolved. Actually sounds like I am making it up because it’s that bad but they have ruined my home. Terrible service. Avoid at all cost”

Posted 1 year ago

Good afternoon Thank you for taking the time to leave your feedback. 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 order details so we can help. Many thanks Dilan

Posted 1 year ago

“Frustrated with independent flooring companies telling me it will take around 4 weeks to get materials and 2 weeks to fit a new laminate floor in my one bedroom flat, I turned to Carpetright and my prayers were answered. From the moment we met Qasim, our fortunes and our dreams of a new floor changed. Qasim was on the ball with everything. He gave sound advice, arranged a survey, offered competitive prices, laid samples all over the shop floor, and best of all, promised an early fitting date – which was met. The fitters were charming guys, fast, hard workers and completed the job in under 2 days. When we noticed a few snagging items, Qasim got them back, over 200 miles, free of charge and the job is now “Perfect”. Thank you Qasim. Thank you Carpetright Slough. Customer Service at its best.”

Posted 1 year ago

Hi Greg Thank you very much for your feedback! It's brilliant to hear that you were able to get you the products you needed, and you were happy with our team’s service. We will make sure to share your wonderful comments and look forward to seeing you soon. Kind regards Dilan

Posted 1 year ago

“we have had 2 fitting dates cancelled the second one at a days notice saying that the item was not available we have had to cancel other works and no compensation was offered and no guarantees that the lino will be here by the next date”

Posted 1 year ago

“bought a housefull of cream '100%wool carpet'- 1. the 'fitters' and I use that term loosely, were utterly rubbish, carpets cut 2 inches from skirtings, didnt hoover or take their rubbish despite paying for it to be taken and cleaned-they tore wallpaper and damaged skirting and doorframes 2.pile had wood shavings and random pieces of plastic fibres in it (blue nylon rope anyone??) we joke it was the sweepings from the factory floor in carpet form 3. professional karcher carpet machines will not clean it as the pile is so small it considers it material and theres no pile to scrub-so it cant be cleaned(a houseful of cream in the countryside) company utter rubbish, product unfit for purpose third party fitters used by them shoddy”

Posted 1 year ago

Hi, I am very sorry to hear about the poor job the fitters have done. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“Very happy with service I've received from the Spalding store, would like to mention Paul who is a true credit to Carpetright. Can't wait to get the carpets fitted!”

Posted 1 year ago

Hi Emma That is great to hear, I am really pleased you were happy with our service. We will make sure to share your kind comments with our store colleagues and we look forward to seeing you again. Kind regards Dilan

Posted 1 year ago

“Retail Abuse - Reference CAS-93887-G5B7B7 CRM:019705215 This is a beyond despair account, of how CarpetWrong ruined our lives! Carpetright inflicted an extremely high level of remarkable, total and complete, absence of customer service and care on two OAPs. Undeniably, CarpetWrong is managed by people who were possibly former betting shop employees! Only two bare concepts are in their cerebral cortex, 'WIN or LOSE!' They 'win,' you 'lose!' To Carpetright, customer care is most definitely, a Chinese takeaway! The Sad Saga: My husband, 71 and I 62, paid a significant amount of money to Carpetright for Monmouth Twist Carpet, manufactured by Cormar; inclusive of installation to cover our three bedroom house and conservatory. After the carpet was installed, excessive fluff and shedding would not abate; the massive shedding and fluff resulted in dust covering everything in the house, making the Sahara look really small! We took a bag of the excessive fluff and shedding into the Carpetright store; also showed photographed images of the excessive shedding, sticking to shoes, socks, and feet; we also stated that, breathing in the dust was a health hazard. We even invited Carpetright to send a representative out to us to examine the Carpet, as never before, had this high amount of shedding, dust, and fluff, had been seen. Carpetright completely ignored all our pleas and incredibly, refused to send out anyone; instead insisting that there was no fault with the carpet, as Cormar the manufacturer had advised them. We informed Carpetright, that faults can become evident after delivery and installation of a product and therefore, asked Carpetright to replace the carpet or refund us our money; we were still within our 30 day legal rights for defects. For over a year, Carpetright blatantly refused both requests and disturbingly continued to ignore our pleas for help ! Carpetright’s sickening contempt, forced us into paying a solicitor, an expense we could ill afford, to write several letters to Carpetright, as clearly there was a fault with this carpet. Carpetright's and Cormar's response to the solicitor, was that carpets shed, and they could not put a time frame on when the fluff would stop and once more refused to refund us or replace the carpet, we were to put up with it. We stated that there should have been a disclaimer warning about the fluff and shedding, so that we could have made an informed decision prior to purchasing that type of carpet. Carpetright next offered, to give us £25 to buy us a roller beater, for our Henry vacuum cleaner so that we could clean the fluff better and keep it down! After becoming extremely stressed, totally losing the will to live, from continuously vacuuming and dusting, as the death-wish inducing fluff and shedding kept returning, we filed a court claim against Carpetright which they completely ignored until the last minute when the Court set down a Hearing date. Then, Carpetright once more, brutally tortured us and offered to buy us a new vacuum cleaner as a settlement to the Claim! One couldn't make this up, if one tried! Oh yes, we were to continue to waste our physical energy and increase our electricity bill! We refused Carpetright’s vacuum cleaner settlement offer and sent more images, of bag after bag, of the fluff and shedding, this time to their CEO's office. After 384 days of living in hellacious dust and fluff, the living nightmare of 'retail abuse,' Carpetright's first settlement offers gave us the impression, that Carpetright’s managers, also work part time in a circus, as clowns! Carpetright’s offers were unfair and hilariously ludicrous. Finally, after painful back and forth communications, the torture ended and Carpetright removed their awful carpet and refunded us our money paid. The moral of this sad and torturous tale: THINK very carefully, when darkening the threshold of any CarpetWrong store! Thank you for reading these despairing truths. Sincerely, Two despondent souls”

Posted 1 year ago

Hi Alexis Thank you for taking the time to leave your feedback. We checked your file and can see that this was fully investigated and final response was provided by our Customer Service Team. Many thanks Dilan

Posted 1 year ago

“From the initial in store enquiry, to the measure up service and finally the fitting, I was very happy with the service provided. On time, efficient and good value for money. In store help (NP) at Blackburn, most helpful.”

Posted 1 year ago

“The actual vinyl was lovely when it was actually fitted.They sent wrong one then said I should have checked product number on my invoice.I went in the shop told them the one I wanted why should I check product number.then they said they would send correct vinyl as a goodwill gesture !!!How dare they blame me for their incompetence.wont go there again.”

Posted 1 year ago

Hi Pamela, I am sorry to hear about the experience you have had. Pleased the team did send out the correct vinyl in the end. Regards Dean

Posted 1 year ago

“Roman Blind ordered on 2/7. Delivered on 13/7 damaged. Left on doorstep upside down with damage not showing. By the time I noticed damage driver gone. Blind hanging off rail, rail scratched and bracket (which should have been attached) found with tucked inside package and had one arm bent. Supplied photos (taken before opening as it was when left on doorstep) and taken after opening. Customer service said they would get back to me. Still waiting (now 25/8) despite 2 chasing emails. Appalling lack of customer service. Will not be ordering any more blinds or anything else from you. For you information I have found a replacement bracket off eBay and will touch up rail. Should not have to do this. I paid good money for a new blind in new condition. Very angry and would certainly not recommend anyone to do business with you with your total lack of customer service when things go wrong.”

Posted 1 year ago

Hi, I am very 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 investigate. Regards Dean

Posted 1 year ago

“Never ever, ever deal with these people, they have no control over the fitting service that they say they provide, they don't, will give you a date to be fitted, be assured it won't be fitted on that date, phone them to get excuses, and another fitting date, won't be fitted on that date either, if you want problems, and stress, these are the people who will give it to you...Shame you have to even leave one star, not worth one star.”

Posted 1 year ago

Good morning Barry Thank you for your feedback. I'm sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can assist you further. Many thanks Dilan

Posted 1 year ago

“terrible experience with Carpetright. Poor quality vinyl won't adhere to levelled concrete and they're trying to simply wash their hands of a year's worth of stress and dire service. Can't market my house until the problem is fixed, looks terrible and won't be using them again.”

Posted 1 year ago

Hi Angela Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk so we can help. Many thanks Dilan

Posted 1 year ago

“shockingly poor customer service after a poor quality floor was installed. CR have stalled at every turn and are determined to accept no responsibility for the problems caused by their poor service and products. Raising my complaint to the next level, disgusting.”

Posted 1 year ago

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

Posted 1 year ago

“In September last year at the Carpetright store in Dunstable. We ordered a 4'6" base and mattress. They were delivered and installed. A 4'6" base but a 5'0" mattress!!!! It's been nearly a year now and we're are still waiting for the correct size replacement mattress. Apparently it's everyone's fault but Carpetright. Wish we'd known then, what we know now.”

Posted 1 year ago

Hi Rab, I am sorry to hear about the issues with the bed and mattress. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“I never complain, so for me to write this demonstrates how appalling my experience with Carpetright has been. No response from goodness knows how many calls I made to their Hove branch (confirmed by their Deputy Manager who said he returned from holiday to find over 100 unanswered messages on the answerphone). I explained the need for confirmation of a fitting day as I have a disability and needed to bring in help to remove belongings and furniture from my rooms. Was told the fitters wouldn’t be coming on the morning of the fitting as they had broken down. I was told the salesman would phone around to try and find an alternative fitter. I heard nothing all day. I obviously had taken the day off work, and being self-employed this means losing money. On the day before the supposed fitting day, I had family in to help me remove everything. On the morning of the fitting, my sister drove 12 miles each way to move the last things out, plus my mattress. Following the news that it would not be fitted, I had to ask my sister to come back and put the mattress back and somehow try and find my medication (within a stacked up room with all my bedroom furniture in it) plus try and access some clothes as I had no idea when the carpet would actually be fitted. I spent the weekend in an empty room. No correspondence from Carpetright to confirm the fitting although I was told that ‘a fitter’ ‘might’ be able to fit it the following Tuesday. I took the day off nevertheless. More lost wages. When the fitters did arrive, (no advance notice by Carpetright) the carpet fitters agreed the Hove branch staff were “out of their depth”, evidently they had been given no plans for fitting the carpet when they collected it that day, and agreed the way I had been treated was dreadful but not unusual. He said the store just “blames management”. I had to ask family again to drive 12 miles each way to help me put the furniture back. On returning from his holiday, the branch’s deputy manager apologised for the way I had been treated and offered a 1O% discount to try and compensate, agreeing it was very bad. I however received a phone call from him the next day saying his Regional Manager had removed the offer because as far as he was concerned they had “met their terms”. What terms? I had received no paperwork either physically or via email at the time of purchase. As someone who has a disability, Carpetright you should be ashamed of yourselves. I will use every method I can to dissuade others from using you. For what could have been sorted by a gesture towards the poor service that your management agreed I experienced, and cost you a very small amount, (an amount I would have given to my family for what they had to do for me for a second time), the damage to potential future business for you financially by me sharing my experience, will cost you considerably. Remember the saying “Do a good job and the buyer may tell one other person’ do a bad job and you can be sure they will tell a dozen”.”

Posted 1 year ago

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

Posted 1 year ago

“Avoid. After choosing our carpet and booking in for the fitting. We ripped up the old carpets leaving the underlay and grippers ready to go. Waited for a phone call as we were told between 9am-10am we would get a call from the fitters to say when they were going to come. Not a single murmur. Tried to contact the store and left messages but no response. Then contacted the 033 number, he also tried to contact the store with no luck, he then emailed them. We then got a phone call a bit later from another store to say the store staff were away and possibly the fitters couldn’t collect the carpet!!!!! Why book in when knowing the store and staff on holidays! We then complain to the main address who’s response is quite shocking to be honest!!! Saying that the booking in for a fitting is only an estimate! 1: we weren’t told of this when booking the day for fitters to come and 2: why the fudge would it be an ‘estimate’ knowing full well the customer needs to empty the room, carpet etc 3: i now have exposed grippers with 2 young kids toddling about 4: taking time off work to be here for an ‘estimated’ fitting and now have to take the time out on another where what is that only an estimate too so they may or may not turn up!!! I’ve not known anything like it to be honest! I know there is a lot worse going on in the world than carpet fitting but seriously!”

Posted 1 year ago

Hi Sarah, I am very sorry to hear about the experience you have had throughout and the no show. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“BE WARNED! The sales staff pressure you to sign the contract but do not tell you that there is no refund on any item even if they have not delivered it, not fully processed the payment and not cut the lino. If you contact Customer Services, they are not allowed to issue a refund even if there is an issue at the shop. You go to the shop and they blame the head office and the head office blame the shop. They do not supply the carpet within a reasonable time frame, the contract says "Time is not of the essence", and it really isn't. They will not issue a refund if they cannot supply in the time stated. It is no good contacting Customer Services as they are not allowed to issue refunds.”

Posted 1 year ago

Hi, I am sorry to hear about the experience you have had. This doesnt seem quite right in regards to our terms and conditions. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“was told by surveyor that my floor was perfectly suitable for my vinyl but after fitting the vinyl was bumpy, complained and the fitters came back and blamed the floor said there was nothing they could do. Was not happy with this outcome contacted the store but they did not have the decency to even return my call. Do not buy from Carpetright as their customer service is very poor”

Posted 1 year ago

Good morning I am sorry to hear that you are not happy with your flooring. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 1 year ago

“POOR SERVICE. 8 Months and STILL waiting for the work to be completed. Ordered and paid for flooring in 4 bedrooms, landing and carpet on stair case. 8 months and still incomplete and my husband ringing several times again last week with out any response. 1. Wrong door bars 2. Not informed at time of purchase, the flooring was not in stock, warehouse, or in the county. 3 more than 3 months without carpet. 4. Order couldn't be found as saved in wrong name and address. 5. Payment due separately for carpet edging, 3 staff members didn't know , who or what it was for. 2 weeks for them to finally accept the money. 6. Wrongly advised as told cash only and the other staff confused and contraindicated each other. 7. Wrongly advised about my choice of carpet on stairs. 8. Still waiting for door bar 9. No correspondence from Huntingdon store in months My husband continuously chasing 10. Over heard manager instructing floor fitters, to just get in and out and dont highlight any issues even if floor is uneven . Poor service would never go back due to poor sales advice, poor management, lack of respect or common decency with no customer care. I would prefer to pay extra from another supplier with better management and customer service”

Posted 1 year ago

Good morning Rebecca Thank you for taking the time to leave your feedback. I am sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 1 year ago

“I had vinyl fitted the day after I broke my leg. The flooring was laid from front of the house through the living room to back porch garden door. I had chosen this flooring with the “help” of the store manager as I wanted something hard wearing as have children and a pet. The fitters laid the flooring with a spray of glue. Moved the couches back into position. On their exit the disgarded the remaining materials at my back gate. Literally 20 mins after the fitters left, I began to put the rest of the furniture back in the living room. The flooring tore as I moved the TV stand. The fitters returned two days later. They lifted up the flooring as not completely stick down and basically made the patch worse. I pointed out that the feet in couches had gone through the vinyl, they were not interested. Their advise was to cover it over with more vinyl on top! The store manager was not helpful stating nothing wrong with vinyl, and that one cannot have heavy objects on it or moved on it. So why sell it to me for a living room????? I believe that had the flooring been laid with proper adhesive then it shouldn’t move or be able to lift up. I’m not an expert but it looks like Carpet Right aren’t either. I would definitely not recommend.”

Posted 1 year ago

Hi Sharon Good afternoon Philip Thank you for taking the time to leave your feedback. I am sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 1 year ago

“Unfortunately if I could give no stars I would. Absolutely awful service. Please see email below of the state my house has been left in and all my carpets are in complete. Plus door bars been put on wrong so now can't close them. Hello, Following the phone conversation with my partner Lauren Perry a moment ago, please find attached photographs of the carpet as left today by the fitters who have walked off the job saying that the stair runner has ben cut incorrectly by the previous carpet fitter and the general condition of the job that they have left us with - flappy carpets on stairs, bulges on the landing, general mess and a gap between the top step and the landing where the carpet doesn't connect to the carpet gripper and just flaps about as a trip hazard at the top of the stairs. We do reccoemend that someone from the store comes to see the shonkyness of the job and would apprecite it if this matter could be resolved as soon as possible as we have paid for this carpet up front and it is your store that has now sent us two carpet fitters who have not ben able to complete the job, both of the fitting teams sent have been very young and appear to be inexperienced at dealing with stairs in older properties. Todays lot were swearing alot and appear to have had some sort of falling out. It was very unprofessional and doesn't reflect very well on your company if these are the type of people you are using to fit carpets in clients homes. Thank you for looking into this matter. Kind regards, Philip.”

Posted 1 year ago

Good afternoon Philip Thank you for taking the time to leave your feedback. I am sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan

Posted 1 year ago

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Carpetright UK is rated 1.6 based on 1,130 reviews