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

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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

“Very disappointed with the Bridgend store in South Wales, ordered our carpet 10 weeks ago, to be told it was a 4-5 week delivery, waited 7 weeks then chased them, couldn’t get through to Bridgend depot so I phoned customer services who advised me the carpet had been made and cut and was ready to be delivered to the store. Phoned again this week again couldn’t get through so phoned customer services who also couldn’t get through to the branch so said they would email them as a matter of urgency, now 3 days latter still no reply so I phoned them again only to be told our order has gone missing and that we would have to reorder would need to wait another 4 weeks for delivery and then wait until the end of January for fitting, this is not acceptable waiting 18 weeks for the carpet, so we have cancelled and will be going to somewhere else and never using carpet right again!!!! DISGUSTING CUSTOMER SERVICE”

Helpful Report

Posted 4 years ago

Good evening Mrs Davies Thank you for contacting us to bring this to our attention. I’m really sorry for the delay and the lack of communication. We will chase this up with the store and make sure you get contacted with an update. Kind regards Dilan

Posted 4 years ago

“I ordered a carpet with this company several weeks ago and was assured the carpet would be in stock the following monday and fitted that week. I paid my deposit and then nothing. I had to chase for a receipt for the order and to confirm when the carpet would be installed. that is when i started communicating with the store manager after being ignored for several days. Long story short the carpets still haven't been installed and the manager has abused me verbally on the phone - i have contacted head office but their response has been pathetic. I have asked for my deposit back but they are ignoring me again.”

Helpful Report

Posted 4 years ago

Good Morning Daniel, We're so sorry to hear of this, please do email customer.services@carpetright.co.uk so we can follow this up on your behalf. Best Regards Benji

Posted 4 years ago

“The carpet is lovely, and the fitters were very efficient (once they arrived); but as Carpetright are all too happy to point out, they neither make the carpet nor employ the fitters, so they deserve no credit for that. Carpetright's job in this transaction was to co-ordinate the ordering and fitting, and at that job, they were terrible. We ordered online, and (after nearly two weeks) got a phone call from the local store (Brighton) to arrange fitting. They were only able to name a day, and said that the fitter would phone on the day to confirm a time. At 11AM, no call had come, so we phoned the branch, who said that "there was a delay at the warehouse" but they'd be with us that afternoon, again repeating that the fitter would call us. 4PM, still no phone call, so we chased the branch again, and they eventually admitted the fitter would not be making it that day. They were completely unwilling to move any other scheduled jobs to make up for our inconvenience, so we had to wait an extra two days. I understand that schedules slip, but at no point did anyone think to inform us that there was a problem, we were always the ones doing the chasing. Nor did they make any attempt to track the progress of the day's jobs, and react when things started slipping - they admitted that other fitters had completed their jobs already and gone home.”

Helpful Report

Posted 4 years ago

Good Evening Rowan, Thanks for getting in touch to share your feedback. We really appreciate you taking the time to provide your feedback as it is what allows us to better our service. If you would like us to look into this further please do email us via customer.service@carpetright.co.uk and we'll certainly investigate this with the relevant team. Best Regards

Posted 4 years ago

“Interesting that Carpetright's rating on TrustPilot is so high when clearly it has so many disgruntled customers who are being fobbed off. One might almost wonder where all the 5* reviews came from..... In the interests of transparency, I should point out, that I am in the 'disgruntled' camp and having no success in obtaining satisfaction from Carpetright, who feel that a quick apology from a salesperson should keep me happy, I am now committed to posting my experience on every review site I can find, to see how other customers feel. I ordered 2 carpets from Carpetright online on 31 AUG. I received an e-mail confirmation but no delivery date. 4 wks later I called the Livingston branch who were dealing with the order and told they would look into it. Called again and told it would be received within 2 weeks. After calling every week since then, I received an e-mail on 15 OCT thanking me for my new order and giving me another order number! After calling repeatedly, 1 of the 2 carpets arrived in store but they were unable to say where the 2nd one was, or would arrive. The missing carpet finally arrived on 10 NOV. At this point I told the store manager that I was expecting a discount on the price of my carpets, for the amount of time and effort it had taken to get my carpets and that Carpetright really needed to make this right and show me it valued me as a customer. She said she was not authorised to do this and at my request said she would get her Regional Manager to call me the next day (11 Nov). I am still waiting on this call - SURPRISE! Delivery was arranged for 11 Nov but only one was loaded onto the van and they had to make a return trip. The 2nd carpet was bent almost in two and badly creased down the middle. My (own) carpet fitter was able to get the worst of it out but not completely. Thankfully my furniture hides most of it but if more care was taken when storing the carpets this would not be an issue. I have ordered many carpets from many stores over the years and NEVER had such an appalling experience. Instead of addressing my complaint and making reparation, it appears that Carpetright's customer service policy is to have local branches agree how terrible their experience was but do nothing more and hope they quietly disappear. Thankfully there are many other carpet companies out there and I will be urging as many people as I can to use them and avoid the kind of shoddy service I have received.”

Helpful Report

Posted 4 years ago

Good afternoon Jacqueline Thank you for your feedback. I'm sorry to hear about your experience. For us to be able to look into this please e-mail your order details customer.services@carpetright.co.uk so we can help. Best regards Dilan

Posted 4 years ago

“dear carpetright have just paid a deposit for a carpet but have just checked with companies house and your company is in a CVA. Iam now reluctant to pay the outstanding balance.If your company go into liquidation we will lose all our money. Can you guarantee our money is safe”

Helpful Report

Posted 4 years ago

Good afternoon Keith Thank you for your feedback. I can confirm that we are not in CVA and it's business as usual. Please contact your local store if you would like to discuss your payment. Kind regards Dilan

Posted 4 years ago

“As I warned you, now the law of what a hardware store legally is and has been recently amended and now clarified I notice your stores are now closed, open only to 1/1 appointments. In fact quite a few of your stores put up a resistance to sensibly comply and have embarrassingly been ordered by Public health authorities nationwide to close, so please dont claim it was a voluntary act or following government guidelines which forced you to close your doors and adopt the safer appointment only system.. You have shown a total disregard to the health and safety of your staff and customers by continuing to open your doors whilst the threat of infection was multiplying everyday. I think you will find that your cavalier attitude of putting profit before people has cost you your reputation bigtime.It does show though that the stockist was correct in advising its members that it was only theoretical you could get away with it?.Legally and more importantly morally you didnt.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for your comments. Like a number of well-known DIY and other related retailers, we do believe that the sale of flooring is essential for the completion of building projects, and for making homes safe. We have closed our doors to the public in England and are operating on an appointment-only basis to ensure we can continue to fulfil our customers’ needs. Best Wishes,

Posted 4 years ago

“Initially quite helpful assistant in shop. Guy came to measure up quickly, then... nothing. Had to chase up for quote. Guy on phone utterly clueless, kept trying to resend quote but not arrived, tried changing email address. Got him to read out quote over phone. Double initial estimate with mysterious 200 Pound admin fee. When they said would not be able to fit for several months I gave up. Called an independent chap who came and measured up the same day, brought samples, gave a much better quote and set fitting day for within 2 weeks. Don’t give big chains like this your money, they don’t know their bottom from their elbow.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for sharing your feedback. We're so sorry to hear of your experience which resulted in you going elsewhere to complete your order. At Carpetright, we do pride ourselves on excellent customer service and sadly on this case it doesn't seem like we got it right. For this, we do apologise and do hope that at some point in the future, we can restore your faith in us. Just so you are aware, we do offer a price match service as linked below should you require in the not so distant future. https://www.carpetright.co.uk/customer-service/customer-promise/ Best Regards Benji

Posted 4 years ago

“paid upfront to secure a discount for… paid upfront to secure a discount for four bedrooms a hallway and a runner for the stairs. All confirmed and dates to fit booked in. 4 bedrooms done over two days the fitters were superb. Then told hallway would be the following week as a delay to the runners as the machine that does the wicking/sticking was broken. Then nothing for a few weeks so called them, was told it's all in hand and will be fitted on x date. the morning of fitting we called to confirm and were told oh sorry wont be fitted - " were you going to let us know" - errr sorry forgot. Ok so when will it be fitted ? errrr don't know having a problem with the machine. Weeks later after making 10 plus calls and leaving loads of messages at rayleigh and SOS with no reply i had to drive to the store - i was told that the colour for the side of the runner hadnt been chosen - complete lie - then i was told that it was all being sorted- i refused to leave until i was given the fitting date - this a week later! They arrived again the fitter was great and said all his carpet right jobs were behind they obviously have supply issue for stair runners- maybe cashflow problems? Anyway he did the stairs apart from the bottom step as that hadn't been ready!!! useless - He went back to the store and sorted the last piece and fitted it yesterday - looks great. Carpet right staff were awful and buried their heads in the sand - nothing was pro active we had to chase them all the way and were just fobbed off. No one really put their hands up and told us what happened it was always someone else's fault and even tried to say my wife hadn't picked the colour gobsmacked! won't be recommending them to anyone we know !”

Helpful Report

Posted 4 years ago

Good afternoon David, I'm sorry to hear about your experience. Please can you e-mail your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“In what world do you think that you are an essential business? You will be closed soon as some of your stores have already found. I am in constant communication with our local trading standards as are many other people up and down the country. Yours Board has clearly lost touch with its moral responsibilities.”

Helpful Report

Posted 4 years ago

Hi Gary, I am sorry you feel this way. Our stores in England are now closed however. Regards Dean

Posted 4 years ago

“I have since tried to obtain a refund and been told only the manager of the store can issue but he’s not returning any of my calls. The carpet for room 2 is still not in stock / been delivered. The carpet for the stairs and room 4 was abandoned and being wrecked rolled up in room 2. The person who measured said skirting boards weren’t an issue but fitters refused to fit without but didn’t communicate this until they were leaving. Even what they have fitted is already pulled up and it’s only been a week! Staff in Staines store are as useful as a chocolate teapot and sound more like vicki from Catherine Tate show, “but yeah but no but yeah”. Austin the manager of the Staines branch is absolutely ridiculous and to be charged £50 admin fee is equally ridiculous considering the lack of service. Head office call handlers equally rubbish and seem to hold no power in actually resolving any issues. I just want a refund so I can order from else where and actually get a decent carpet fitted.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“No complaints about the choice and service but I find opening your stores at this time is wrong in so many ways. Infections and deaths are rising fast yet you are actively encouraging shoppers to visit you. It is making a mockery of the governments message to stay at home and only go out if absolutely necessary. Your claims of being a hardware store seems to be ending as only on friday, due to claims of misinterpretation and unfairness, the government updated and amended the essential shops act. It still states that hardware stores are essential, only this time parts have been changed. It now states a hardware shop is one selling paint tools and glass. Now these muddy waters have been cleared it means the environmental health officials are able to take action. I understand protecting your business is important but surely protecting your staff, customers and the general population is far more important?.”

Helpful Report

Posted 4 years ago

Hi, We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online.

Posted 4 years ago

“beware you think you buying at special offer rate on website then take offer off and charge you more!!!!!! Will never use them again - make sure you screen shot your price their offers change before website updated.”

Helpful Report

Posted 4 years ago

Good afternoon I'm sorry to hear about your experience. Please can you email your order details customer.services@carpetright.co.uk so we can assist you further. Kind regards, Dilan

Posted 4 years ago

“Claiming that carpets or a bed are essential for ‘making homes safe’ is disgraceful. I was told, in store today when I visited to see for myself if you being open could be true, that I could buy a bed for a January delivery. When all other retailers are doing the right thing, you should hang your head in Shame. I’m disgusted”

Helpful Report

Posted 4 years ago

Good afternoon James, We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Kind regards, Dilan

Posted 4 years ago

“what a disgrace you are. most of the country are doing there best to get through this pandemic as best as possible, but you see fit to open the stores on the pretense of supplying building materials. under the regulations you cannot open, you are not an essential product in the construction of a property, you supply finishing products. you should be ashamed, wealth before health.”

Helpful Report

Posted 4 years ago

Good Afternoon, We're sorry to hear you feel this way. We’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Best Regards Benji

Posted 4 years ago

“Absolutely lowest of the low company!! Putting profits before the health of the national especially the older generation . Deplorable & sneaky please everybody boycott this company.”

Helpful Report

Posted 4 years ago

Good Morning, We're sorry to hear you feel this way however we’re staying open as we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Best Regards Benji

Posted 4 years ago

“Sorry to hear you put profit before the nation’s health and safety you should be ashamed”

Helpful Report

Posted 4 years ago

Hi, I am sorry you feel this was. We are taking every precaution and all the measures in place for a safe environment for our customers. Regards Dean

Posted 4 years ago

“Would never use these ever again terrible service we brought a new bed and mattress unfortunately the mattress has come apart so sent photos in with an email on the 1st August 20 they said they would replace mattress still waiting and always a different excuse when we call it’s now 7th nov and still waiting”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear you are still waiting. Please email us the details to customer.services@carpetright.co.uk so we can help. Regards Dean

Posted 4 years ago

“Keeping your shop open during lockdown. Claiming it to be selling essential products and saying you sell building materials. Carpets are not building materials and are not allowed to be sold under current rules. I would love to know what percentage of your sales are building materials and what percentage are domestic non essential carpets. People are making sacrifices to help save lives and protect the NHS while you look for ways around the rules given by our elected government.”

Helpful Report

Posted 4 years ago

Hi, We’re not a builder’s merchant, but, like many other well-known DIY and related retailers, we do sell product that is essential for the completion of building projects, and for making homes safe.

Posted 4 years ago

“Our order for nearly, £3000, placed at the beginning of August was eventually delivered, creased, and 4-6 weeks late, there was no reason given for the delay. We then wrote to their complaints department who treated us with the same disinterested contempt as Brighton Carpetright and who decided to “close their file” whilst offering us no explanation and stating that they are above current Consumer Legislation as they “do not have a compensation policy”. Absolutely dreadful customer service. I recommend to anyone needing to buy carpet NOT to use Carpetright.”

Helpful Report

Posted 4 years ago

Good afternoon, I'm sorry to hear that you are not happy with the service you received. Please can you e-mail your case reference number customer.services@carpetright.co.uk so we can help. Regards, Dilan

Posted 4 years ago

“Disgusting and no morals and irresponsible! Why are they not doing their bit like most of country. Firms like this which contribute to the situation we find ourselves in . Utterly Selfish!”

Helpful Report

Posted 4 years ago

Good afternoon, we’re staying open because we sell product that is essential for the completion of building projects, and for making homes safe. Our Which Trusted Trader, third party fitters are allowed to go into customer’s homes as are our Home Flooring Surveyors. Our customers have been enjoying safe, socially-distanced shopping in our stores since May and we are continuing to serve them in store and online. Best regards, Dilan

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews