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

“Still waiting for fitting laminate flooring after 2 cancellations. Supposed to have been fitted in November then December. Moved furniture twice and now back twice”

Helpful Report

Posted 4 years ago

Good Afternoon, Really sorry to hear that this has happened. Can you email us via customer.service@carpetright.co.uk so we can look into this please. Best Wishes, Benji

Posted 4 years ago

“Laminate flooring faded in certain areas clearly shown in photo taken by those who laid it I was blamed for it got no compensation they refused to change it. I no longer buy from them and if you are thinking of using carpetright DON'T.”

Helpful Report

Posted 4 years ago

Good Morning T, very sorry to hear that this has happened. We do apologise that after contacting us, the resolution received wasn't what you wanted. If there is anything else that we can do to assist, please do email via customer.service@carpetright.co.uk. Best Wishes.

Posted 4 years ago

“We got a carpet from Trafford park branch , the carpet was just under £1000 and we expected it to last but after just over two years the carpet was flat and matted I contacted the branch by email and after a few attempts a man came out to look at the carpet comments like , it’s traffic , could be fat walked in from the kitchen , build up of dirt , using the wrong Hoover . He was rude and abrupt and tried to tell me they had no information regarding carpet type so would be unable to trace it when I said all transactions are on the system tried to tell me that there was a new one in plant after arguing with me left with the attitude that if I can not find the paperwork tuff I got in contact with the complaints and all of a sudden it was found 12 weeks went by many emails no reply once again head office anyway it went on and on to the end we’re i got a phone call to say nothing easy being find as that is the nature of that carpet it’s colour and texture and there advice was to use a pull along hoover absolutely disgusting and bad practice I will never use them again the men that work there are truly unhelpful and talk down to customers and has coursed me so much anxiety I have been diagnosed with skin cancer in June and all this stress has just made me more depressed and feeling worth less”

Helpful Report

Posted 4 years ago

Good Morning Tracey, thank you for getting in touch and sharing your feedback. We are really sorry to hear of your experience and how this has left you feeling. We do try our best to look into our customers concerns and reach a suitable resolution once investigated. Unfortunately. the outcome of our investigations aren't always satisfactory and we are truly sorry for this. Best Wishes, Benji

Posted 4 years ago

“I ordered carpet for three bedrooms, making it clear that I needed the fitting split; two rooms first, then the other one - simply because I could not shift all contents. I was told that would be fine, and I have since noticed that my receipt (upfront payment in full) specified "2 fitting job". The fitting centre then said however that it was not possible, that fitters (YOUR sub-contractors) only came out once. When out of desperation I offered to pay the fitters extra, bingo, the Carpetright warehouse person said that would be fine. And when I said I would contact customer service the same person said if he had known I would be "difficult" he would have told the fitters they could only do all 3 rooms same day. Two rooms fitted today, one with a few wrinkles which i am assured will settle in a week. Not holding out any hope for it being rectified if that turns out wrong. I'm now knackered after shifting stuff around for other room being fitted tomorrow, and I'm having to pay the fitters an extra £100 for the privilege. Really poor customer service and misleading at point of sale- and heaven knows what the £51.20 "fitting service administration" charge was for. Never again will I buy from Carpetright and would strongly discourage anyone else from doing so.”

Helpful Report

Posted 4 years ago

Hi Katharine, I am sorry to hear about the experience you have had. Please email us to customer.services@carpetright.co.uk so we can help with this issue. Regards Dean

Posted 4 years ago

“Finally got my money owed for fitting from carpetright it only took 10 months of sending emails upon emails it's a disgrace how they treat the fitters I have now stopped fitting for them it's not worth the hassle all the hard work that we do for them do not get you anywhere I think that you are better off going it alone at least you won't get any grief”

Helpful Report

Posted 4 years ago

“Absolutely terrible service. Never ever will I use Carpet right again .”

Helpful Report

Posted 4 years ago

Good Evening, I'm very sorry to see you rated us 1*. So we can help with this, can you please email your details over to customer.services@carpetright.co.uk so we can look into this further for you. Best Wishes, Benji

Posted 4 years ago

“Still waiting for my item, ordered 2nd week of August until now it hasn’t arrived ,it’s been 4 months!!!! Imagine I was told to wait another 28 days . I have to chase my item several times & they’re not communicating after taking a payment. An absolute disgusting service & unreliable company (incompetent staff, very poor communication to customer , delaying delivery after ordering, absolute liers!) This Carpet right branch in Dartford should close as you already have a bad reputation . If I only knew about your unreliable service as it’s my first time to use this shop I wouldn’t dare to shop here. You deserved a zero rate . To all future customers I’m not recommending this shop😡”

Helpful Report

Posted 4 years ago

God afternoon Valerie Thank you for your feedback. I'm sorry for the delay and lack of communication. We will follow this up and make sure you get contacted in regards to your order. Kind regards, Dilan

Posted 4 years ago

“ABSOLUTE LIERS!! Ordered a carpet 6 weeks ago - kept getting fobbed off with lies. Finally promised it was in store only to be called the morning of the fitting to be told that it wasn’t in store at all!! Liers!!! Don’t use them!!!”

Helpful Report

Posted 4 years ago

Good Afternoon Deepa, we're sorry to hear of this and asked for you to provide us with some more info on your Trust Pilot review. So that we can look into this further, please do so at your earliest convenience. Best Regards Benji

Posted 4 years ago

“Wish I could give ZERO stars! If you are expecting to get an actual carpet from Carpetright then you will be disappointed- we went to the Woking branch, ordered carpet A, had this fitting cancelled two days before it was due as there was no stock! (After stripping two rooms of all old carpet and furniture in preparation...) so we went back and ordered carpet B as a replacement, had this fitting cancelled as no stock -again- then were told carpet A was back in stock and arranged another fitting, surprise surprise (after removing furniture from bedrooms for the second time) this was cancelled the day before as not in stock!! We have to constantly chase up our order, nobody really bothers to keep us updated, we are still waiting to hear back from them today and nothing so far, nobody answers the phone, zero customer service, complete and utter SHAMBLES - we have wasted weeks of our time- so avoid AT ALL COST and go elsewhere- I wish we had!!!”

Helpful Report

Posted 4 years ago

Good Afternoon. I am sorry you have had to score us only 1*. Please email us via customer.services@carpetright.co.uk so we can look into this further for you with our store team. Best Wishes, Benji

Posted 4 years ago

“One of the worst companies I've ever dealt with. From finding out the guy who visited lied to us through to them trying to take double the money on the order down to them not having the items in stock after waiting months on end it went from bad to worse. Customer Service is non existent. The central team ask you to call or email only to pass you onto the store where they'll try and pass you back. It is an absolute fraud of an operation and is ripping people off left right and centre. Listen to myself and the other reviewers here. Avoid this company at all costs.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for getting in touch. I'm really sorry to hear this. We do send it over to the stores as we feel they're better positioned in some instances to deal and resolve the issues raised. This allows them to opportunity to put right what went wrong and offer their personal apologies. I'm very sorry to hear that on this occasion, you weren't assisted as you should have been. So that we can have this addressed, can you email us via customer.services@carpetright.co.uk please? We'll certainly look into the concerns raised and see how best we can resolve your concerns. Best Wishes, Benji

Posted 4 years ago

“Writing this review on behalf of the carpetfitters that work for you we are fed up with excuses that you make about the spo,s that we are owed we have done the work and we want money not excuses you are going to lose your fitters if they don't get paid just pay up”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for your review. We have emailed you privately in regards to your comments. Best Wishes, Benji

Posted 4 years ago

“Really disappointed- started an order in November and was told guaranteed fitting before Christmas. 3 week turnaround apparently - order completed on 24th Nov and now I'm told January at earliest. Feel like I've been lied to to be honest in order to secure order!”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear about the delay with the fitting. Please email us the details and order number to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Ordered a single bed seven weeks ago ,I was told when I ordered it would take three weeks, went to shop to complain and he could not tell me when I would get it he hopeless did not have a clue ,will give it another week and then if it has come by then I will ask for my money back Would not order from them again”

Helpful Report

Posted 4 years ago

Good Morning, we're really sorry to hear this. Please do email us via customer.services@carpetright.co.uk so we can follow this up for you. Best Regards

Posted 4 years ago

“Very poor customer service. We ordered some laminate flooring in the August Bank Holiday sale and were told we could have it fitted in 2 weeks. We asked if we could have it fitted early December instead as we tied it in with decorators and new sofas. I called before the last lockdown in November to check all was okay - to ensure it all tied in as planned. Was told it would be fine. Last week I received a call saying our stock was unavailable and wouldn't be shipped until January. I was told I couldn't cancel my order, despite it being a credit agreement. I escalated a complaint to Head Office who said the store would call to offer me options. The options were to wait until Mid January or to cancel. I was so gutted, we had planned this all to be done in time for Christmas. I understand Covid can have an impact but it has not impacted on any other of our services and products. I am so disappointed. I would definitely not recommend Carpetright to anyone.”

Helpful Report

Posted 4 years ago

Hi Sonia, I am sorry to hear about the service 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

“Ordered new carpets on the 13th November. Told that we would have to wait 7 to 10 days for the carpet to be delivered to our local store for fitting. Heard nothing after 10 days so e-mailed and was told that the finance department had only just confirmed to the sales team that payment was approved! Got told we would have to wait another 7 to 10 days for the carpet. Heard nothing after 10 days so e-mailed again. This was 5 days ago and still no response! Rang Carpetright on last Friday and was told that someone would ring me back which they did not. Rang this morning (7th December!) and was told again that someone would ring me back in about 2 hours.....it is now 16:30 and nobody has rang me back! I have never experienced such poor customer service ever. They seem totally disinterested. The carpets should have been fitted weeks ago and Christmas is around the corner and I doubt we will get the carpets fitted in time. Dreadful company!”

Helpful Report

Posted 4 years ago

Hi Michelle, I am very sorry to hear about the lack of communication you have had. Please call our customer service team on 0330 3333 444 Option 4. Or email customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Worst customer service I ever experienced, shop sales assistant will deceive you and sell you more than what's your measurement needed, even if you come back and interrogate them and show them evidence that I was over sold what I needed for mt staircase, simply will tell you they don't have compensation policy. they force you to use their fitters, dirty cheap work and eventually they stole the excess underlay and ignored to return it. I had the so much hard times, management ignore my calls, ignored to log up official complain and simply tells you it's how it's and nothing we can do about it. Customer service agent was extremely rude, manipulative, careless and wasn't bothered to offer any help CAREFUL Of OPINGTON BRANCH.”

Helpful Report

Posted 4 years ago

Good morning Bishoy Thank you for taking the time to leave your feedback. I see that your complaint has been investigated and the outcome has been shared with you. Kind regards Dilan

Posted 4 years ago

“Poor customer service, brought a mattress for £1000. Was faulty when arrived, sent pictures same day as it was delivered. After a long winded wait for inspection, they are now saying the mattress is not faulty. Customer service never replies to email, the store manager said he can see the issue but customer service is refusing to do anything. Even the 60 night sleep night guarantee they will not replace the mattress it’s all a con!!! Do not shop with these people!! Currently in process of seeking legal advice, as have proof in email from manager stating they can see the mattress is damaged and looks like it has been stored wrong before delivery.”

Helpful Report

Posted 4 years ago

Hi Claire, I am sorry to hear about the poor service you have had. Please email the order number and details to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“Chose a carpet in store at cribbs causeway in middle of October and told fitting would be around 16th Dec which I accepted. Surveyor came the following week to measure up. Never heard another thing from carpet right until I phoned yesterday for an update and was told the salesman hadn't bothered to put the details through. The manager said I couldn't get it until after the new year now, would give me some sort of discount and was emailing the quote through to me which I would receive in an hour or so. Still no email, text or phone call. This store has absolutely no right to be running a business, it's diabolical that they have no interest whatsoever in their customers.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Horrendous company that you can tell don’t treat their staff well..”

Helpful Report

Posted 4 years ago

Hi, I am sorry to hear you feel this way. Please email the details to customer.services@carpetright.co.uk Regards Dean

Posted 4 years ago

“Save time and stress and shop else where first. Ordered on line, I didn't expect click and collect, what I got was click and hear nothing... Then told the local store was not where I could collect, as it hadn't any warehousing. Finally recived details of the flooring having arrived by email, but had to call to arrange to collect. Given incorrect warehouse hours, so spent and hour and half round trip not to collect.”

Helpful Report

Posted 4 years ago

Good morning Richard Thanks for contacting us. I’m sorry about your experience. We will look into this further to resolve. Kind regards Dilan

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews