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

“DREADFUL COMPANY. I raised a complaint to the local store where I had purchased the carpet as it deteriorated beyond reasonable within a year of purchase. The store representative who came to take pictures agreed that the carpet should last a lot longer, it looked matter and simply was unfit for purpose (i.e. for stairs and landing). Subsequently, the local store gave me confusing messages about pursuing my complaint, pushing me from pillar to post, asking me to contact the manufacturer directly(totalling incorrect procedure as I, as customer am not privy to the contract between Carpetright and any of their suppliers). Of course I did not get anywhere. Eventually, I asked the Head office to deal with my complaint. NOBODY at Carpetright Customer service has acknowledged my complaints TO THIS DAY in which I raised numerous concerns. My complaint remains unresolved, nobody is responding to my emails and I am left OUT OF POCKET with a shabby looking carpet. Please avoid this retailer as it is utterly unprofessional, uncaring and only interested in making profits. Terrible service all around. AVOID, AVOID, AVOID.”

Helpful Report

Posted 3 years ago

Hi Katarina Thank you for your feedback. We have looked into this and understand that a claim was sent to the manufacturer as you were not happy with your carpet. The manufacturer did respond and has advised that there is no fault with the product. This is a normal wear phenomenon and can happen with all types of carpet. Going forward I would advise that if you are not happy to accept this report then you can choose to get your own accredited independent inspection done. If your own accredited independent inspection has a different outcome then please contact the Store Manager who will be able to look into this again for you. Many thanks Dilan

Posted 3 years ago

“Rushed ordering, just wanted to take our money. Fitter was awful, rude from moment arrived; waited outside for 15min having a fag before entering, we opened door but told us he wasn’t ‘ready’. Offered tea, tried to engage and he just barked at us. Kept door to room closed so we couldn’t see what he was doing. Carpet very poorly fitted with buckles and different levels as used 2 types of underlay, neither the expensive one we paid for!! Would never use again, even though we have a massive area needing to be carpeted they are not interested in any potential repeat custom. Alarm bells should have rung when sales woman bad mouthed their fitters! Avoid like the plague.”

Helpful Report

Posted 3 years ago

Good afternoon Thank you for taking the time to leave your feedback. I am sorry to hear that you are not satisfied with the service you received from a third party fitter. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 3 years ago

“Over 10 months of purchase and promised of a refund and still chasing without success. Lots of false promises and hopes but they wouldn't refund. Stay away!”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the delay with your refund. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“Purchase of a new bed and mattress (over £1400.00). Now suffering back pain, lack of sleep due to being unfit for purpose - too firm. Told that we cannot exchange it (even though we are well within the'60 Night 'Comfort' Guarantee' period) as we did not purchase one of their mattress toppers - which we were not informed of by the store advisor. We have two mattress toppers and a mattress protector from John Lewis on it so it is clean and well protected. Five minutes in a store on a mattress is very different to spending hours on it every night. We are spending a lot of time sleeping on the sofas. Company very unwilling to help even though we are hugely out of pocket and suffering from pain and lack of sleep. Staff clearly don't want to be there and have a complete lack of knowledge about the products they are supposed to be 'selling'.”

Helpful Report

Posted 3 years ago

“Review update: Waited over 2 weeks now for a refund which Carpetright confirmed on 07.04.22. They say they have people on the sick. Is all they have to do is press a button. Other companies have people on the sick, but they carry on operating ok. Looking at the reviews, they seem to hang onto peoples money for as long as they can. Very bad customers service. Disgusting company.”

Helpful Report

Posted 3 years ago

Hi Robert, I am very sorry to hear about the delays in getting your refund back. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate to put it right. Regards Dean

Posted 3 years ago

“Ordered carpet for our living room and stairs .We were booked in for it to be fitted.When it got to the day before I tried to contact the store to confirm but no answer and no contact from the fitter.The next day went to the store in person to be told it was booked in but with a fitter who no longer worked for the company!!Nobody else available that day so rebooked for two weeks later.Told the fitter would be in touch on the Friday(for the Monday).No message came so started to have doubts.By 11 .15 on the Monday,no sign so phoned the store which was answered.The lady said she had just found out the fitter was not working that day!Cancelled the order.One star for the prompt refund of our money goes to the lady at the Hastings store”

Helpful Report

Posted 3 years ago

Hi Patricia, I am very sorry to hear about the experience you have had. This of course is not acceptable and will be looked into. Regards Dean

Posted 3 years ago

“Ordered flooring on line in January and an email from them said delivery in 7 - 10 days. After 14 day I phoned and was told out of stock but it will be back in stock in 2 weeks. Phoned again at the end of February and was told it will be back in stock at the beginning of March. Phoned middle of March and given a date of 28.03.22 and they would then deliver. Phoned yet again to be told not in and they don't know when, so I cancelled the order. Had confirmation of cancellation on 07.04.22 and over a week later I have been told that my money will be given back soon. They take your money straight away when you order but when you cancel the order because they don't deliver, they hang onto your money! Absolutely terrible service from this company.”

Helpful Report

Posted 3 years ago

Hi Robert, I am very sorry to hear about the experience you have had. We will investigate to make sure the refund is processed asap and you get your money back. Regards Dean

Posted 3 years ago

“Terrible time dealing with Carpetright Rugby they fitted my whole new house with carpets and the fitters marked numerous walls with foot prints, the living room carpet was damaged with a fault line from one side to the other, after hours of calling the branch they never answered the calls so I had to travel 15miles to the branch to see the manager, I then waited 2.5 weeks for replacement carpet that also looked to be second hand or a second. terrible service avoid this branch at all costs!!!”

Helpful Report

Posted 3 years ago

Hi Sophie I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Many thanks Dilan

Posted 3 years ago

“Ordered some vinyl floor online, and have been waiting for 2 weeks, but nothing arrived yet. So I contacted the store and cancelled my order to get my money back. Again, the refund is not happening. Not a surprise with such bad customer service.”

Helpful Report

Posted 3 years ago

Hi, Please email the order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“Left the store with a quote for stairs and bedroom, thought I was getting a good deal until I worked out prices myself. I was being overpriced for both underlays and stair carpet. They wanted £70 for carpet grip for stairs alone. I can buy double what I need online for £12. Also was led to believe that fitting was included in quote til I looked more closely and read in small print that I would have to pay additional £154 to fitter on completion. What a complete waste of my time. Will never go back there. Needless to say I cancelled callout for measuring up which I was being charged £30 for, the cheek of it.”

Helpful Report

Posted 3 years ago

Good morning Deborah Thank you for your feedback. I am sorry to hear about your experience. Please can you e-mail your details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan

Posted 3 years ago

“Website is terrible. Says free shipping to store but cannot select it. Also the accessories for the glue floor are not listed when ordering tiles. It also allows you to book a fitter without any accessories or guidance on what yo need in addition to get floor fitted (underlay/glue/subfloor etc). Also the website when you checkout is very flaky sometimes it offers home delivery sometimes no options at all. this is seriously hurting whatever brand you have left.”

Helpful Report

Posted 3 years ago

Hi Kelly I am sorry to hear about your experience with our website. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 3 years ago

“Carpet right sold us incorrect underlay for our stairs carpet which affected the carpet fitting. There are bumps and it is not fitted properly (job also done by their subcontractor). We complained, they agreed on the mistake and promised to solve it and refit the carpet but nearly 4 months gone and there is no action despite multiple email complaints. Totally unsatisfied with this service. Avoid by all means!!!! Total disaster and waste of time”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Basildon store are absolutely awful. We have been lied to, ignored and received absolutely terrible service, fitting and finish. We have an open case that does not seem to be getting anywhere and they have been holding our refund/goodwill money for over 6 months.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“absolutely in tears. got a medium oak laminate floor fitted yesterday and it's yellow! it's nothing like what I picked. it's not even the correct make. I picked tegola but this is kronotex which is not exclusively at carpetright,.. have been to the store and they have said they will go to the manufacturer for a colour check but no great hope of this turning out in my favour. going to try trading standards if I get no satisfaction. it has ruined my house, devastated to say the least. the pictures online look lovely but mine just looks cheap and yellow and very light, nothing like medium oak.”

Helpful Report

Posted 3 years ago

Good afternoon Mandy Thank you for your feedback. I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 3 years ago

“I would give zero stars if I could. Carpets ordered several months ago but 4th April was the earliest available fitting date. Waited in all day and phoned several times for updates. Nobody could tell me anything. Eventually, the fitter phoned to say that he was having problems on another job and couldn't be with us at any time. He offered us Wednesday (two days late) as an alternative. I said that was not acceptable. I phoned the store (Farnham Surrey) again and, after I threatened to cancel the whole order (4 rooms), they phoned round to get me a fitter for today. He hasn't turned up. I have received no updates. The phone at the Farnham store is not being manned. A prerecorded message keeps referring me to their website. I have no idea what is going on. Be warned, this company uses sub contractors and so Nobody is accountable. I will be cancelling the whole order and getting my money back. Absolutely useless company. Go elsewhere.”

Helpful Report

Posted 3 years ago

Hi Janet, I am very sorry to hear about the experience you have had and the lack of communication. We will look into the matter and make sure you are contacted to resolve. Regards Dean

Posted 3 years ago

“I placed an order on the 5th of Feb 2022. Until this date Watford store do not know what is the status of my order. Disgusting!”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about the problems with your order. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 3 years ago

“Went in-store on the last week they had s discount of 25% off, we wanted uplift and fitting told the course the carpet and underlay walked away thinking of this was smooth and easy, paid the quote I've the telephone, and was pleasantly surprised. Only to then realise about the extortionate fitting cost to the fitter on the day of the fitting, which isn't included in the price, we were not told this by the agent instead made to believe that we walked away with a bargain, called up the store told them we can't do it at this price so please take the fitting off we will find our own fitter, they said they can not deliver it if we do not take the fitting service so we were made to take the deliver charge of £29.99 off too. I racked my brain on how to get this delivered and could not find anyone to do this. Called the store back they said if I want it delivered they will charge more and was told to hold whilst they spoke to a first who might deliver, came back and said no the fitter has said he will not deliver it. I will have to find my own fitter who can come and cut it in store and take it away with them. Then called customer service who said they do deliver even if we not take the fitting, who emailed the store, the store called me back to say I have to pay extra as the carpet roll is too big and will need cutting so they will charge more for this. They quoted me £100 for delivery and cutting. I then went back and forth with customer service and also the store but then had enough and wanted to cancel and It was causing me too much stress and affecting already existing mental health issues. Went back and forth, cut the long story short, I went into store today as apparently online has different policies to store and it is down to the managers discretion to refund. Went into store today and asked for refund was told that I would be charged 25% to cancel as it is a binding contract after 24 hours. I was not given any terms and conditions within emails or attached to any quotes or the existing reciept. This is completely misleading and unfair and unjust. I have just paid a big amount of money for something that I haven't recieved, within just a week of making an order, for something I never recieved with misleading sales, and also a fine print which is not attached to any documention or online as you do not give actual clarification on the terms and conditions or store policies online. Carpetright this is incredibly cowboyish. I feel that you have taken my money for absolutely nothing, I have been caused stress and been taken for a ride. I am extremely upset about this and feel to take this up with trading standards. For anyone looking to buy from carpet right, please be careful, they are extremely sales orientated and want to take whatever money they can from you and then hide behind the T&C that you can't cancel at anytime within store. Absolutely shocking.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“first they had the wrong colour carpet, managed to change that before delivery, then took 3 days holiday so the day before could move everything out, put my life in boxes, then have it fitted then clear up, but no they didnt deliver on the day, and cant do it for another 3 weeks, was supposed to be having guests coming, and a new bed, so currently sleeping on the floor surrounded by boxes, wont give a refund as said the carpet has been cut. I will never use them again, this has caused me so much stress and inconvenience”

Helpful Report

Posted 3 years ago

Good afternoon Linda I'm sorry to hear about your experience. We always aim to provide the best service for our customers. Please could you email us with your details to customer.services@carpetright.co.uk so we can investigate this for you. Kind regards Dilan

Posted 3 years ago

“I've had an awful experience with CarpetRight over the past year. I paid a considerable amount for a new laminate floor including screeding to ensure the floor was level with the surrounding laminate. Once the laminate was laid, twice in the ensuing months the door bars connecting the new and surrounding existing laminate came loose (and remain loose now, 11 months on). I raised this numerous times with the fitter, and the store refused to help me, instead directing me to talk to the fitter and even the warehouse to sort my own problem out, none of which was helpful. In the end, the fitter is suggesting fitting a gold metal floor bar (instead of the oak-effect one I wanted/paid for) which will look far inferior to what I was promised. But even this is academic as I was told the metal floor bar is not even in stock. It's been months since I've received contact from the company and am left with a broken floor, a proposed solution that is unacceptable, and no accountability taken by the company.”

Helpful Report

Posted 3 years ago

Hi Alexander I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your details to customer.services@carpetright.co.uk so we can investigate this for you. Kind regards Dilan

Posted 3 years ago

“Ordered a king size bed in store (Canterbury) back in Jan 22... was fairly informed that bed would be approx 4 weeks for delivery. Got a notice from them for choosing a delivery date and picked the one we wanted. On the day of delivery we were told the delivery had been cancelled because they didn't have stock, which begs the question... why arrange delivery in the first place Either that means: 1, they arranged the delivery knowing they didn't have stock. 2, they don't even know what stock they have Either of which seem ridiculous, not happy at all. Store also very unhelpful. If this continues for a few more days I will be demanding a full refund.”

Helpful Report

Posted 3 years ago

Hi Steve I'm sorry to hear about your experience. We do try to ensure that all issues are resolved promptly. Please could you email us with your details to customer.services@carpetright.co.uk so we can investigate this for you. Kind regards Dilan

Posted 3 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews