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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

Visit Website

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

“Chaotic store in walton-on-thames, bad customer service, lack of follow up, customer services did not log my complaint as requested,, now back to them calling the store, we go round in circles to be told 'it will arrive this week', I am now without one pice of carpet for 3 months as it got lost while being repaired, prior to this half the carpet got lost. It is one year since I bought the carpet and I am still without a complete stair carpet. I will never use this company again, Absolutely terrible in every way.”

Posted 1 year ago

Hi, I am sorry to hear about the experience you are having. We will make sure you are contacted asap to resolve the issues Regards Dean

Posted 1 year ago

“Firstly I would like to thank the manager Steve at the Newhaven store and the second fitter. Steve came to my property saw the job was incorret and resolved the first fitters mess. Fantastic a credit an asset to your company.”

Posted 1 year ago

Hi Michael That's great to hear! Thank you for your feedback. Kind regards Dilan

Posted 1 year ago

“Always had excellent service over the years - good quality carpets and fitters. Just purchased a very expensive bed from them,,,,,,,,,,,,,I don't dispute it is very well made but,,,,,,,,,,,the description made me feel I was buying sheer luxury and comfort. The bed is so very hard and not living up to It's description. I have purchsed three bed topper duvets at a cost of around £300 - which SEALY the makers recommended - even though I told them I shouldn't need to with a bed of this price and calibre. I tried to write a review on CARPETRIGHT'S online site - wouldn't allow ???”

Posted 1 year ago

Good afternoon Thank you for your feedback. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan

Posted 1 year ago

“Hi I would like to say how good the service was in the Bury store but a lovely friendly lady called Oxana. Oxana went through all options and what would be the best carpet to choose. There is a very good selection and all ranges of prices. Well done Oxana you were fantastic 👍”

Posted 1 year ago

Good afternoon Helen It's brilliant to hear that Oxana was able to give you great service, thanks for your feedback. Best regards, Dilan

Posted 1 year ago

“I purchased a carpet with the help of the instore team, they were very helpful. The problem started when the fitters came to fit the carpet. The team fitted my carpet within 30 mins, it seemed like they were rushing. I have recently completely redecorated my room but I found scratch marks along my newly painted walls, and knife marks all along my skirting board on both sides of the room once my carpet was fitted. This is clearly where the team were rushing to fit the carpet, and cut the carpet to size but the tools used have left cuts in my newly painted skirting boards. The door had to be cut shorter to fit the new carpet (cost me another £25!) but they cut it wonky and they didn't fit the bottom bit back on the door, so the door is now weak and needs to be fixed. I contacted carpet right, they were not very helpful at all. I provided images of the damage and the only thing they could do was ask the fitter to contact me. I had no refund offered although i paid £560 for a lovely carpet, but to have to redecorate parts of my room which was NOT my plan. I don't expect to pay that much money for damage. The idea is to redecorate whilst you have an old carpet incase of spillage, NOT to redecorate AGAIN with a new carpet. Carpet right source this team who did not do a good job of fitting this carpet. Other local companies who we have used previously are much better. I am very disappointed in carpet right and will not be using their services again or recommending them.”

Posted 1 year ago

Hi Rebecca, I am pleased to hear how helpful the team were for you when placing the order. The experience you have had with the fitters and then the team after is of course not acceptable. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate and make sure this is put right. Regards Dean

Posted 1 year ago

“My daughter is having flooring done at this moment, so stressful . Do not get your carpet from this company. measured wrong. carpet fitters trying to ask for more money than was priced. nobody answers the fone at store. Bad service.”

Posted 1 year ago

Good morning Thank you for your review. I am sorry to hear about your daughter's experience. Please would you be able to e-mail customer.services@carpetright.co.uk with the order details so we can help. Kind regards Dilan

Posted 1 year ago

“I had a terrible experience purchasing my carpet with carpetright and would advise anyone considering them to rethink! I used them because I thought it would be easier with their fitting and installation service, however the carpet measurer took the measurements of 2 rooms incorrectly (2/3 rooms were incorrect) so after waiting 4 weeks for the carpet to arrive, it was the incorrect amount of carpet and the room couldn't be carpeted. I was meant to move in the week after but had to postpone this because one of the bedrooms had no floor. When they eventually replaced the carpet they were unapologetic and said I couldn't get a refund for the service and literally said they weren't sure what they had done wrong ! Never using again.”

Posted 1 year ago

Hi Rebecca Thank you for taking the time to leave your feedback. I am sorry to hear about your experience and will share this with the relevant team for this to be looked into. Kind regards Dilan

Posted 1 year ago

“Very bad experience Very bad experience, ordered carpet for 4 bedrooms and landing, estimator came and he saw the rooms, we asked for room clearance service, and they accepted for an extra charge which we agreed to pay, and it is in the invoice, on the day of the fitting, they came and said the furniture are heavy and can`t remove it, and they left us in the mess, I contacted the store what is happening, they said there is no manager to solve the problem, and the fitters are gone to do another job, how come they have another job waiting for them when they are booked to fit our carpet, they come to my house at about 10:30 am, and left 11:00 am, I phoned the store at 12:00 they already have another job. They say to me will phone you back, no one calls back, I called the head office and again they said will call back and no one called back, I took a day off from work, my house in mess, because all the wardrobes are emptied, no one care about all this. Not the service you expect from a big company and big name like Carpetright.”

Posted 1 year ago

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

Posted 1 year ago

“The carpet fitter gouged into all of our built in furniture. Absolutely appalling workmanship. Carpetright deny any liability as it’s an arranged service rather than their employees. The arranged service marketing does however indicate a professional service. Had to pay for repair over £400. Seven months later and the fitter still owes me in excess of £300. Carpetright are unable to resolve despite their marketing collateral for the arrangement service stating financial stability checks along with the expected professionalism and quality checks. Absolutely useless service and not the promised ‘let us take the strain’ experience. I would recommend avoiding these cowboys.”

Posted 1 year ago

Hi, I am sorry to hear about the damage the fitter has caused and the lack of communication in getting the issue resolved. Please email the details and order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“Kids are all up and away so my wife and I treated ourselves to expensive carpets for our stairs, landing and bedroom, purchased from carpetright east kilbride, We were recommended a carpet called surprise 90, £38 a square yard, 12year guarrantee total cost £1500, hoping this is our last carpet, no kids and getting on Two month later the carpets look as if they have been down 10 years they are in a terrible condition, it looks as though twist in the twill has sore of unwound giving a fuzzy wool appearance, as if you'd constantly pushed the ball of your foot down into the carpet and twisted your foot for weeks on end, this carpet is finished. We contacted carpetright who asked for photos to pass them on to the manufacturers, who in return ignored their emails for months, despite fortnightly calls from us to ask for an update, we heard nothing in return. We have been over to carpetright in person twice since then again to hear nothing until the third visit where Martin the Manager said he would get back to us within the end of week, he did respond after another week by dictating the answer from the manufacturer stating, that this type of carpet is expected to appear like this, it appears there is no warranty no guarantee. All this from a photo no one from carpetright came out to view the carpet, no one from the manufacturer came out to view the carpet. After the cash has changed hands carpetright has no interest in even looking into a carpet issue you may have, we live 5 minutes from this store and during one call an employee remarked and I quote “ has no one came out from us to see the carpet” I find this remarkable uncaring pass the buck attitude deplorable and would ask you to think twice before entering into an agreement with this company as they do not care about you or your carpets just give me the money attatube.”

Posted 1 year ago

Hi Michelle, I am sorry to hear about the poor communication you have had from the store. In terms of the carpet itself the best thing to do now would be to seek an independent inspection. If they find a fault then we will be able to look at this again. Regards Dean

Posted 1 year ago

“Many things wrong, I paid in full a month ago for flooring which was due today, I put all my furniture out in this raining wather been ready for new flooring , didn't hear anything from them until 10 am. So I got in touch and they casually said the product hadn't arrived, I can wait another 2 weeks or get a refund, I got the momey back and will never use them again. They let me & my family down.”

Posted 1 year ago

Hi, I am sorry to hear about the delay you have had with the order and that you needed to have a refund. This is not good enough and we will make sure service improves going forward. Regards Dean

Posted 1 year ago

“Totally horrendous experience at Croydon Carpetright. Took our money said he would call on Wednesday to arrange measuring didn’t call a week later still nothing. They should not have asked for the full amount of the carpet without arranging an apt for someone to properly measure the carpet. Emailed them no answer. Called them and the guy literally laughed that we had paid already. I’ve cancelled the order and asked for a full refund. If this is not actioned I will be taking the matter further. I feel as though they literally took our money and ran.”

Posted 1 year ago

Hi Mrs Simmons I am sorry to hear that you haven't been contacted in regards to your appointment. We will follow this up with the store and make sure you are contacted with an update. Kind regards Dilan

Posted 1 year ago

“0 stars the worst service I have ever received from a company”

Posted 1 year ago

Good morning We are sorry to hear that you are not satisfied with the service you received. Please can you e-mail customer.services@carpetright.co.uk with more details of your experience so we can help. Kind regards Dilan

Posted 1 year ago

“I put a deposit for carpet installation. During this period I had to spend time abroad due to a family death. Came back and totally forgot about it. I went to the shop to check if I could continue paying or get a refund and the guy checked the system and said my name wasn't on record...is that possible if I paid and received a receipt for it. I think he may have deleted it and pocketed my money. What's your refund policy for lay buys?”

Posted 1 year ago

Good morning I'm sorry to hear about your experience. Please can you e-mail customer.serviecs@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 1 year ago

“Name and Shame Caerphilly Manager Shane Dalton for his stinking attitude towards my family this week. Family are moving from Newtown to Penyrheol Caerphilly and had the expense of traveling to arrange carpets and being let down...they have health problems hence moving closer to family. Not one bit of empathy in Shane Dalton on his visit.. no apology for his or his staff mess up of not logging in the diary. Shane also stated that he would ensure that head office WOULD NOT give compensation or good Will. Not happy and this guy is not fit to be a manager. Shocking.”

Posted 1 year ago

Hi Sian, I am very sorry to hear about the experience you have had with the store manager. We will be investigating the issue to make sure this is dealt with and the complaint itself. Regards Dean

Posted 1 year ago

“I've spent three months trying to obtain a refund for an unused box of flooring. I've visited the store twice and still nothing. No one can help, they haven't even picked up the phone in the store for two weeks. I spoke to the manager who said he would call me back, that was in March. It's really terrible service, they don't even have any kind of escalation process to speak to a manager when you call the service center. This is pretty much the worst customer service I've ever experienced.”

Posted 2 years ago

Good afternoon Thank you for reaching out to us. I am very sorry for the lack of communication and I can assure you that this is not our standard of practice. I have contacted your local store and can confirm that your refund has now been actioned. I am sorry for the inconvenience and hope that at some point in the future we have the opportunity to restore your faith in Carpetright. Kind regards Dilan

Posted 2 years ago

“Absolute dreadful after sales service. Staff have no product knowledge, what so ever, my carpet certainly wasn't fit for a 4 bedroomed house, i was wrongly advised, and it should of been made clear that i was buying a cheap, thin, rubbish carpet, and that after 3 months would look like its been down for 5 years, plus!!!! Worst carpet i have ever purchased, thin, completely flat, pile nearly down to the bare and looks like one big mess, its all pressed together and after having the Manager out, he told me to rake it to bring the pile up???? The Manager took photos and told me he would get back in touch. Obviously he didn't, i had to chase him, only to be told my complaint had been rejected. They rejected it on the photos that the Manage had taken - quite incredible. So that's it, they wont rectify the fact that i was sold a carpet that i paid thousands for, its clearly not right, yet they stop there. Carpetright you should be so ashamed, not looking after your customers. Reading all the poor reviews you will soon realise, its not about just taking the money- after care service is just as important. I only wish i had read the reviews first!!!!!”

Posted 2 years ago

Good afternoon Good afternoon I am sorry to hear about your experience and thank you for taking the time to leave your feedback. Please would you be able to e-mail customer.services@carpetright.co.uk with more details of your order so we can help. Kind regards Dilan

Posted 2 years ago

“went to Worksop today met Justin who was very helpful we only wanted a small bedroom carpet but he gave us his full attention and we walked out with a new carpet and underlay at great value and just what we wanted will use this store again for bigger projects as well”

Posted 2 years ago

Hi Kith That's great to hear! Thank you for your feedback. Kind regards Dilan

Posted 2 years ago

“Recently purchased a mattress which has not got the same comfort level as the one in showroom which is exactly why we bought that particular make and model .carpet right had the mattress tested at our home and surprise surprise they found nothing wrong with it.Although it qualifies for the 60night exchange guarantee this is not adequate when no other mattress feels suitable.we feel that we have been misled and sold a product that is not the same as the one advertised plus we had to purchase a over priced mattress protector to meet the guarantee conditions and have been refused a total refund .will not be shopping at carpet right in the future”

Posted 2 years ago

Good afternoon I am sorry to hear about your experience, and thank you for taking the time to leave your feedback. Please would you be able to e-mail customer.services@carpetright.co.uk with more details of your order so we can help. Kind regards Dilan

Posted 2 years ago

“Carpets ordered for a whole house refit at the end of last September. Two bedroom carpets were ordered in the wrong size but this was not found until fitting date in DECEMBER!! Carpets reordered but due to lack of fitters, fitting date moved to March. Day before fit received a phone call to say that carpets couldn't be found in the warehouse. Bedroom carpets have now been reordered 3 times. One has been laid but the other has still not arrived 6 months later. The worst of it is that nobody cares and can't explain why this has happened. Will now be requesting refund for missing carpet.”

Posted 2 years ago

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

Posted 2 years ago

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Carpetright UK is rated 1.6 based on 1,130 reviews