Name: Carpetright UK
Rating: 1.59

“We chose Carpetright to re-carpet and laminate our floors. The plan was to replace the downstairs laminate and the upstairs carpet. The ‘3 day’ laminate job took them over 2 months to complete due to huge mistakes by their fitters. The incompetence of the fitters caused us endless issues, from loss of income, limited access to our home for weeks, no access to furniture as that was piled high and covered and we were forced to eat meals upstairs on the edge of our beds until they fixed their mistakes. Overall it was incredibly stressful and we wish that we never picked up the phone to them in the first place. Day 1 (of many) - Carpet Right’s recommended fitter was sent round to uplift the old laminate to asses the sub-floor to see if it needed levelling before the new laminate was fitted. In his opinion he felt the sub-floor was adequate to lay the laminate on. In the next few days the new laminate was cut and fitted and away the fitters went. After walking on the new laminate we noticed huge dips under the floor, so much so that furniture was wobbling and we could not return the room back to the way it was, due to us being concerned that the furniture was going to fall over and break something or hurt someone. IT WAS BAD!!!! We called the store and the fitters came back. We explained the situation and although there was ‘push back’ from the fitters with comments like ‘it will settle’ and ‘not to worry’. After some convincing, the fitters agreed that the floor that was laid was far from acceptable and agreed to fix it. Attempt 2 - The plan was for another fitter to come and self-level the floor on Monday, re-check the problem areas on Tuesday and for the fitters to come and re-fit the laminate on Wednesday. They levelled the floor but decided not to come back on the following day to check the problem areas as promised. Wednesday arrives and as there are still big drops in the floor the fitters did not fit the laminate back down, as we would have had the same bouncing issue we had before. So they went back to the store and we had to wait around two weeks for them to be free to re-fit the laminate again. Baring in mind this should have been noticed on the Tuesday when the self-levelling job was meant to be checked. This caused us to have no access to our downstairs area for two weeks as we had drying floors, furniture stacked up in other rooms and we spent our evenings for those weeks eating our evening meals off the edge of our bed. Every time we called the store to get an issue like this resolved we faced the same answer of ‘the fitters are busy until 1 - 2 weeks from now’. As a customer that has already endured huge set backs due to the stores and fitters mistakes, I would have liked much more urgency to getting a resolution sorted instead of a back of the line attitude. Attempt 3 - The fitters come back and re-fit the laminate and once again we had to cancel work to for them to fix the ongoing issues. We seemed to be getting close to the finish line but they installed the wrong fittings. We called and they came back to fit the correct ones. They stuck the correct door ramps down with double sided tape and we were told ‘it’s not going anywhere’. Not only was it not installed correctly but it started to peel away from the tape 2-3 days later. I called the store once again and demanded that another fitter visited the house to sort this as it seemed pointless to get the double-sided tape fitters round again like the store suggested. I have already raised these issues with the store and their complaints department but I wanted to share our experience to give potential customers an insight to what happened to us, as I wish I had this information before picking up the phone. In the end we cancelled the carpet half of the order and the store gave us back a discount of £171 for the trouble. That price was actually negotiated up from their initial offer of £128.29 but even though we accepted the offer I wish I never called them in the first place. I have now got another company with great reviews in the area to carry out the rest of the work. Sergeant Carpets in Bognor Regis came and saved the day and gave us a professional service that CarpetRight could not come close to. Something to consider - The stores terms and conditions state that Carpetright act as a supplier of materials and are not responsible for issues with the fitters - As you pay the fitters separately. Whilst I understand the theory behind this, Carpetright did take on the role of project manager on this job as they put their own fitters in my property, took them off of the job and swapped them for new fitters. So if their fitters show up and do not do their job correctly I can not understand how Carpetright can not be held accountable as they are the ones providing the bad fitters. Either Carpetright need to do a much better job at making sure their fitters are performing at good standards or don’t supply anyone. Finally, the fitters finished off the job using the skirting trim that they fitted and had to lift up after the floor was not level. So the trim is covered in scratches and old nail holes. A perfect reflection of their overall professionalism and quality. Scratched and defaced as new. Well done Carpetright. Overall, we had a horrid experience using Carpetright and will never be returning.”

Helpful Report

Posted 4 years ago

Good Morning Chris, Thank you for taking the time to share your feedback with us. We are really sorry to hear this and certainly understand how your experience has left you feeling. Although on this occasion we were unable to provide the service we usually do, we do hope that at some point in the future, we will be able to restore your faith in us. We have shared this feedback with the store team and higher management so it can be looked into and used as a learning experience. We thank you once again. Best Wishes, Benji

Posted 4 years ago

“Good until fitter came said he could not do the agreed job completely, chucked all his rubbish over the Fence. One day later all the tile surround came away from the wall. When we contacted the shop the didn't want to know. Why would they as they had our money?”

Helpful Report

Posted 4 years ago

Hi Simon Thank you for your feedback. I’m sorry to hear about your experience with the third party fitter. Please can you email your details over to customer.services@carpetright.co.uk so we can look into this further. Kind regards Dilan

Posted 4 years ago

“We placed an order with Adrian at the stockport branch in june. The flooring was delayed which we accepted and after a few phone calls which I had to keep making we finally got a fit date. In August we were told a fitter would be at our house at 8am. At 9.30am a fitter turned up with a very young teenager saying he was not confident to fit the LVT as he only had very little experience and the main fitter had Covid . They had 3 days to tell us this but didn't so wasted a day off work. Now coming back in 2 and a half weeks as main fitter on holiday as well . We rang Adrian who said there was no other fitters working for them as most are young inexperienced fitters so they only one fitter to cover the whole of stockport. Customer service don't want to know after you have paid. Adrian doesn't want to know after payment has been made and couldn't be bothered to check if any other fitters were available in tge Warrington area or any other area to come to stockport. We wish we bought our flooring from another shop as from start to finish you are constantly chasing and will take about 3 months to get sorted. Adrian tried to turn the issue onto covid and was having a go at me saying covid still exists ect when that was not the issue here . The issue was you have sent an inexperienced fitter with a very young teenager who we felt sorry for to be put in that position to say they couldn't fit the floor to standard. Someone now has to book another day of work for the floor fitters to return and carpetright are not interested and don't do a compensation policy. NICE and I don't want to hear let them in and go to work as there is always an issue with carpetright. Please please don't make any purchases ftom carpetright and AVIOD Adrian. Ps when we ordered our floor with Adrian I went back to the store 3 days later as we over paid to collect the over payment Adrian was rude to me asking me for id and saying he had never seen me before when I purchased the floor from him 3 days earlier .”

Helpful Report

Posted 4 years ago

Good Afternoon, thank you so for sharing your feedback. We are aware of your complaint and this has been shared with higher management to be investigated further and resolved. As soon as we have an update, we will be in touch. Best Wishes, Benji

Posted 4 years ago

“Salisbury store - avoid this place - poor communication peppered with total lies and false promises. Four seperate dates for fitting - 1st wrong colour carpet delivered, the other three times no communication despite email and telephone calls confirming fitting dates. Contacted Customer Services who basically referred back to local store who had been the problem from day one. Nearly 11 weeks later cancelled order and now left with a cleared hallway with no flooring. Hopefully we will find a local companytradesman who can fulfill order in a timely manner.”

Helpful Report

Posted 4 years ago

Good Afternoon Mrs T, thank you for getting in touch and sharing the below. We are really sorry to hear this and certainly understand your frustration. Although we were unable to provide a quality service on this occasion, we do hope that at some point in the future, we are able to restore your faith in us. Best Wishes, Benji

Posted 4 years ago

“we ordered flooring for our lounge from the romford branch..fitters rang day before to acknowledge time of arrival. brad and arron were on time ..proffessional courtious polite and the quality of work outstanding ..they helped move minor items ie dog cage etc..extremely likaable fellows ..credit to your company and cannot emphasise how excellent their service was”

Helpful Report

Posted 4 years ago

Good Evening Alan, thank you for taking the time to share such lovely feedback with us. Best Wishes, Benji

Posted 4 years ago

“Worst experience I have ever had!! Lost my order, had to start from scratch, deceptive about fitting arrangements. Cancelled my fitting day and lied to me on the phone saying I had called and cancelled it. Fitting still not finished and spouting about no compensation policy. Total disgrace, do not use this company ever”

Helpful Report

Posted 4 years ago

Good Evening Tracey, Thank you for taking the time to leave your feedback. I am really sorry to hear about your experience and can assure you this is not our standard of practice. Can you please email us via customer.service@carpetright.co.uk please? Kind regards Benji

Posted 4 years ago

“The Slough store is Carpet wrong! Please use other smaller companies instead! We ordered our vinyl and two months after are yet to get it delivered! They never communicate, you have to keep chasing them over the phone and it’s all the same thing they say everytime. Oh it will be delivered in two weeks, oh you’ll get it in three weeks. The house we just bought is reeling of the old carpet and we thought by now we would have had new ones but no thanks to Carpet right at all! Customer service is non existent once they get your money!! Just excuses upon excuses and more excuses to cover the previous ones! I regret visiting this store for my new home! Very stressful indeed and they just don’t care!”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Carpetright are very helpful while you are spending money with them but once your hard earned cash is in their till,they dont want to know you anymore.For years we have been buying our carpets from their Apsley branch and have had no problems and thought them to be very helpful but as soon as you find a fault in one of their products,they really dont want to know about it.After several attempts to speak to the manager over the phone and with him always to 'busy' to return our calls,we had to visit the store to get his attention.He promised faithfully that he would come and inspect the faulty carpet on the following Tuesday and would ring before hand to let us know the time of his arrival.We stayed in all day on Tuesday waiting for the phone to ring.It never did and no needless to say no visit ensued.We thought that being a big company we would get an apologetic call first thing the next morning with an explanation as to why we were let down.No phone call came,so we decided to phone the store,and guess what?Yes,the manager was busy in the back but would contact us shortly.After two hours of waiting,we again phoned the store and was now told that the manager had left the premises!Annoyed by this action we left a stern message with the sales assistant to tell the manager he had one final chance to show that he wasnt as inept as his actions were displaying.We got a call about an hour later,not by the manager i hasten to add,but by a sales asisstant who told us that a carpet fitter would definitely be visiting us on the Friday to put right our problems.Safe to say that again despite us staying in all day,no visit or even a courtesy call to explain the absence of a visit occured.If big businesses are now acting in a manner where their customers are merely a hinderance and should be treated with utter contempt then Carpetright would be proud to receive a five star rating because they make you feel rather unwanted and problematic.As i stated earlier they are quite happy to take your money butyou are nothing but a nuisance if the product they sell you has a fault.Their after service is non existent.”

Helpful Report

Posted 4 years ago

Good afternoon Thank you for taking the time to leave your feedback. I am really sorry to hear about your experience and can assure you this is not our standard of practice. We will raise this with the store management to make sure you get contacted. Kind regards Dilan

Posted 4 years ago

“Good carpet, good price, staff in store (Trafford Park) helpful and professional and the fitter (Paul from Trafford Park) was prompt, polite, helpful, tidy and did a first class fit.”

Helpful Report

Posted 4 years ago

Good afternoon Robert That's great to hear! Thank you for choosing Carpetright. Best regards Dilan

Posted 4 years ago

“Having waited 10 weeks for a carpet we were told would be 6 weeks, the fitters arrived at 7.15pm and were still here at 10.30pm, hammering and banging. I'm sure it wasn't their fault as they had a job to do but I will NEVER use Carpetwrong again.”

Helpful Report

Posted 4 years ago

Good afternoon Gillian I am sorry to hear about your fitting experience. Please can you e-mail us your details to customer.services@carpetright.co.uk so we can look into this. Kind regards Dilan

Posted 4 years ago

“Terrible - Ordered a carpet in May - we were given a delivery date - in early July the night before we moved all the ornaments, lamps and electricals out of the room as instructed. The following day the carpet fitter arrived to tell us that the carpet was too short and wouldn't be fitted. Then we were told it wouldn't be in stock until September. Now we are told that there still is no stock. They have had our money since May and no carpet and will not offer us compensation. We called the store manager in Reading and although he says his name is Mark he will not give us his surname and the company policy is not to offer compensation. I logged a complaint by email to the customer service number two weeks ago but have not had a reply !. I have forwarded it again today. Nobody cares !”

Helpful Report

Posted 4 years ago

Good evening Sue Thank you for contacting us. I am sorry to hear about your experience. We will follow this up to make sure you get contacted with an update. Kind regards Dilan

Posted 4 years ago

“Ordered my carpet from carpetright and was given a fit date. Near the date I hadn't heard from them so I rang only to be told that the carpet wasn't in store yet as they had issues at the manufacturer. This was highly inconvenient as we had moved everything out of the room in readiness. Were they going to tell me if I hadn't rung? I was contacted some weeks later to say the carpet had arrived and picked my fit date. Fitters arrived, fitted the underlay and then rolled out the carpet. I went upstairs to look and the carpet was completely the wrong colour!! It wasn't my order at all and I now have to get the carpet reordered all over again. I told carpetright that I was not happy and that I wanted compensation but they said they don't do that but they might arrange a bit of a discount on future orders. I told them I had numerous other carpets to fit in the house but that Carpetright would be the very last place I would buy another carpet from. When I asked the salesman if he expected me to place another order after this fiasco, he said "well some people do". What can I say except they must be happy to put up with shoddy service and a complete lack of responsibility. Apparently it's not Carpetright's fault and the bags come labelled from the manufacturer but they don't check to ensure they are correct. How do this company retain customers??😬😡”

Helpful Report

Posted 4 years ago

Good Afternoon, we're so sorry to hear this and certainly understand your frustrations. So that we can have your concerns addressed. Please email us via customer.service@carpetright.co.uk and we'll have this addressed. Best Wishes, Benji

Posted 4 years ago

“Very misleading website! Recently I ordered two 4’6 double beds from your website. Yesterday the beds arrived but did not include the headboards. Luckily for me I had visited your Chester store prior to delivery as I wanted to see the beds in person. Whilst in store I was assisted by a very helpful member of your staff but unfortunately whilst looking at the beds it dawned on me that I may not have head boards included, as per the pictures on your website and on my confirmation order email which clear as day included a headboard. She checked my order carefully and she told me one bed definitely DID NOT have a head board but the status of the second bed was not clear. I had to call customer services to see if there was a headboard included with the second bed. Both the lady in the store and the gentleman on the phone could not work out if it had a head board with it. Eventually he clarified that it didn’t. The question being that if it took your staff some time to figure this out, how was I meant too? Your website is very misleading. I carefully picked the bed, the size, the number of drawers etc but at no point was it clear that the bed did not come with a headboard nor presented me with an option to choose a head board. If I had not found this out in advance there may also have been a potential problem for your delivery drivers yesterday who may have been faced with an unhappy customer. Both the shop staff and the customer care call handler both told me your website is deliberately misleading. They also told me to write to you as you apparently don’t listen to staff feedback, only the customers. The call handler also told me the only way I would have known about the lack of headboards is by opening the T&Cs. Yes, and fair enough I should have done this and read them carefully but you would think an option to add a headboard would be as clear as the option to add draws or pick the colour of the bed!!! Apparently, according to your social media reply, this option only appears if the headboard is available. After about 45 minutes of faffing with calling the call centre etc to clarify my order and search for the correct headboard I eventually purchased two head boards, one for each bed. Unfortunately one matching headboard was not available, and the staff don’t think it had been available when I ordered initially. This is disappointing given the money I have spent and is not really want I want as I now have a head board that doesn’t match the bed. This came at an additional cost of over £500 an expense I already thought I had covered. However, you also suffer in this as I would have bought the headboards regardless so actually due to the misleading “fault” on your website you are now having to provide me with two rounds of delivery and installation. This is costing you money! I want to write you as you are a big and reputable company. I do not understand why your website would not give an option of adding a headboard?? Ultimately this must be costing you money? I imagine there are many orders being delivered to people who are expecting headboards, which actually are not included. My beds arrived yesterday and they are beautiful…but if they had arrived without headboards, and had I not been aware of this prior to delivery, I would not have been happy. I would also question the number of people who initially expected or wanted headboards who may then take their custom elsewhere to purchase these? I certainly may have done if the lady in the store had not been so helpful and supportive. Furthermore, I will now have to sacrifice another day at work for a second delivery. This could have all been prevented by giving me a simple option to select a head board!! I hope you take this feedback seriously and can look into this matter.”

Helpful Report

Posted 4 years ago

Good Evening Victoria, Thank you for getting in touch and sharing the above. We are aware of your query and do apologise that the sale of your headboard wasn't provided with your bed order. As previously explained, we state that headboard sales are separate in our product information section and we also suggest this in our frequently bought together section. Once again, we are sorry that this was missed and for any inconveniences caused. Best Wishes, Benji

Posted 4 years ago

“Super Happy with the artificial grass we got and the advise given in chosing the right one. Will definitely be back for carpet when needed!”

Helpful Report

Posted 4 years ago

Good afternoon Donna, That's fantastic feedback! Thank you for choosing Carpetright :) Kind regards Dilan

Posted 4 years ago

“Shambolic, no other words needed”

Helpful Report

Posted 4 years ago

Good Evening Barry, thank you for taking the time to get in touch and share your feedback with us. So that we can look into this further, are you able to email us via customer.service@carpetright.co.uk. Best Wishes, Benji

Posted 4 years ago

“I ordered a bed with matress and was told I was better getting a matress Proctor £75 so I got one the bed cost in total £1300 it had 4 drawers one either side next to my bed table this was a king size bed we paid for silver service when it arrived they almost chucked it together then I noticed the bed was the wrong one the drawers near my bed table were large ones I couldn't open them so they said we will tell the shop what has happened the correct bed arrived 3 weeks later and the delivery men after taking the wrong one away rushed the other bed in my bedroom leaving me to assemble ig good job I was able to and the matress weighed a ton after 2 years and 6 months my shoulder started paining and my partners arm was hurting I went to the shop in lockdown there was someone there he said you will have to come back when we come out of lockdown so it must have been 4 months then I told them the bed had a big ridge down the middle and where I slept I sunk in and it was putting pressure on my arm they told Ms to take photos of thr bed I would have thought that was there job I sent them to the shop then they sent them to the manufacturer I got a response later saying they didn't think anything was wrong with the matress and I would have to pay for someone to inspect the bed I told them I was getting onbudsman involved they arranged for someone to come out this was 4 weeks Tim's I waited in all morning no one came so I complained they said someone came out but no one I he didn't leave a note or anything no one came so the company said they will send someone else out another 4 weeks men while my arm is in lots of pain he came to my house and said thr bed is in spec and it would have to be another 4 inch lower for manufacturers to do something so I have gone 6 months for them to tell me this the matress with bed is 3 year old to say I complained 6 months ago the matress cost £550 pounds you get no help with this company a waste of time I cant recommend carpetright to anyone don't buy from them the matress is going I the skip when my new matress arrives hope my arm gets better then very upset with this company Kenny”

Helpful Report

Posted 4 years ago

Good Morning Kenny, Thank you for getting in touch and sharing your feedback with us. We're really sorry to hear of your mattress and how this has left you feeling. Unfortunately as the inspection came back with no findings, we were unable to assist further which we do understand is disappointing. We do hope in the future, we are able to restore your faith in us. Best Wishes, Carpetright

Posted 4 years ago

“I do not recommend Carpetright, very bad service, I needed staircarpet and I chose patterned Axminster £ 100 a metre all but a penny and underlay £12.99 a metre, I paid over £3000 and told to pay up front to order, I did, I was told to buy extra 10 metres because of the pattern so it would match, I did so, but the fitters the manager sent dident know how to lay a patterned carpet, they cut it in my street in the rain, Carpetrights surveyor over estimated the measurements, a whole roll of underlay was left over and taken back to the store which my Mother paid for, nearly 10 metres of excess carpet, Manager sent 3 fitters to uplift the carpet and take back to store 3 weeks ago, After over 2 months a lot of stress and worry telephone calls and emailing everyday I have received my money back today, I can now buy staircarpet from a reputable store who only need a deposit and the rest when carpet fitted, and have my stairlift reinstalled, Im 85 years old and have athritus Im no longer stressed, however anyone who need flooring ect avoid Carpetright, Good luck, PS, Check the small print on invoice, there are hidden charges, get legal insurance.”

Helpful Report

Posted 4 years ago

Good Evening Rose, thank you for taking the time to share your feedback with us. We are really sorry to hear of your experience and how this has left you feeling. We appreciate all of you explained and although we have been unable to provide you with a good service on this occasion, we do hope at some point we will be able to restore your faith in us. Best Wishes, Carpetright.

Posted 4 years ago

“I will never use this company again. No accountability and appalling customer service. We have spent over eighteen months trying to get our flooring issue resolved after spending a considerable amount of money on what we believed to be quality LVT flooring for our downstairs floors, they have warped out of shape, the planks have separated and the edges have still not been sealed. The fitter refuses to respond to messages, the store are rude and we are very angry. AVOID AT ALL COSTS, your money will be better spent elsewhere, trust me. I would not even award a one star but there is no other option.”

Helpful Report

Posted 4 years ago

Good Afternoon, thank you for getting in touch. We're really sorry to read of your experience and how this has left you feeling. So that we can look into this, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 4 years ago

“One star is way to much , I purchased a carpet for my hall stairs and landing waited 5 weeks was told to have area cleared for. Fitter my old carpet removed the night prior and put out I received a call mid morning the day of fitting to be told a carpet had arrived but was the wrong colour and it would take 6 weeks to receive my original order ( fitter recognized mistake not the store ) I was given two choices have the wrong carpet laid or wait neither was an option I am registered disabled housebound and have mobility issues to descend the stairs is at best precarious this would have been a extremely dangerous as my stairs had gripper rod on back and front giving little room for foot placement I explained this to store manager he could not have cared less the store would do nothing to help you would have thought the colour mistake was my fault Ibasically take the wrong colour or do without was there only response I asked if they would put the cheapest floor covering they had down at least on my stairs answer no I called customer services they were horrendous not sure which was worse eventually I had to make expensive decision and ask the store if I could purchase a cheap carpet myself from them and have it fitted of course they said yes so £200 later carpet and fitting ) I had a carpet down called following Monday to ensure my original carpet had been reordered sales guy couldn’t find any re order at all having shopped with carpetright over 25 years never again I intended to carpet entire house will be looking elsewhere shocked they can treat customers like this but happy to take money”

Helpful Report

Posted 4 years ago

Good Afternoon Diane, thank you for getting in touch. We're really sorry to read of your experience and how this has left you feeling. So that we can look into this, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 4 years ago

“WITHOUT PREJUDICE BUYER BEWARE I purchased a new lounge and hall carpet from Carpet Right on the 04.01.19 , this was fitted by your fitter on the 29.01.19. at the time of fitting I was advised that what transpires to be fault lines in the carpet, would walk out in between 12- 18 months. I left it a considerable time to give the product time to walk out as stated by your fitter. I contacted Carpet Right on the 02.05.21 and Sam Oliver came out and stated that it was a fault in the carpet which would have never walked out however long it was left and that it shouldn't have been fitted. He took photographs of the fault lines and said he would forward them to Head Office for a resolution to the problem . It transpires that Balta of Belgium and Carpet Right have decided that due to the time frame they can't and won't do anything about it, I was made aware of this on Friday the 18th June 2021 ,after my waiting and contacting Carpet Right on tens of occasions in the interim period from the 02.05.2021. I have logged these calls. I would wish to drawer your attention to your IMPORTANT INFORMATION ABOUT YOUR ORDER. under the heading FITTING (FLOOR COVERINGS). the third paragraph states " We retain full responsibility for the products". The product was not and is not fit for purpose and never has been , and should not have been fitted. With the absence of a satisfactory resolution to your problem , regarding your product I am left with no option but to seek legal guidance as to the way forward.”

Helpful Report

Posted 4 years ago

Good Afternoon David, we're really sorry to hear of this. So that we can look into this further. Can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji

Posted 4 years ago

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
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Carpetright UK Reviews

Phone:

Location: