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

“I had £1980 worth of carpet/vinyl ( full house ) of carpets and vinyl fitted by one of the Galashiels, Scottish Borders branch fitter and 2 sidekicks. Said he was very busy as he had jobs for carpetright and himself. He rushed the fitting leaving nails from previous underlay in place as "I wouldn't feel them"-yes I did! He left for a couple of hours to go back to a previous job (which was a complaint,) completely fitted one area vinyl wrong and got sent back to try and fix it, covered it in glue as well as wc vinyl that wasn't being replaced and he was so annoyed damaged it and patched it without saying a word! Manager told he later the fitter said he was surprised I complained as he was only trying to help me! Hall stair and sitting room carpet was faulty-badly. Tufts coming out and holed. New carpets and vinyl ordered which took 2 months putting kitchen out of bounds (couldn't unpack house, just moved in). The second carpet was also faulty after the manager assured me it would be well checked in the store before being fitted. Another employee said they NEVER check the carpets! Another wait for a third carpet which got fitted by a different fitter as I refused to let first one in because of past two experiences. He fitted it fine but damaged a brand new kitchen unit, a kickboard-badly and some glue on vinyl. After weeks of going back and forth with the manager lockdown happened. On return the manager asked what I wanted to settle so I told him. He then was either sacked or just left-none of the store team knew what was happening and couldn't help so I put in a complaint. After months going back and forward with manager asking what I wanted to end the situation it has now led to "it's nothing to do with Carpetright, we don't employ the fitters you as the customer does". Even though I never paid the second fitter they have washed their hands of it and I'm to take it up with a fitter they provided and I don't even know his name! I've also been due a refund for gripper that was never used, about £54. Original manager had excuse after excuse and I still don't have my money after 10 months. DO NOT TOUCH THIS COMPANY, if the fitting goes wrong you are on your own. Absolutely disgusted with them. I am not accepting this so it's not finished, it's time they took responsibility for who they have fitting carpets-badly.”

Helpful Report

Posted 4 years ago

Hi Isabel Thank you for taking the time to leave your feedback. I'm disappointed to hear about your experience. Please can you email customer.services@carpetright.co.uk with your order details so we can help. Kind regards, Dilan

Posted 4 years ago

“I Will never bother with these reprobates again. Went to local store to get a small rug. None in. Tried to ring other store to see if they had stock. No answer. Went home, bought on-line; 3-5 day lead time. After over 2-wks - nothing. Wrote to "Customer Service" to ask (paraphrasing) "where's my rug" and "the price is now 20% off. As we're essentially getting it at this time, could you do the decent thing and honour the new price. "Answer on both counts: "I don't know - there's a delay on all orders; I'll have to ask." In other words, customer service are complete eunuchs - they have no info and no delegated authority. Why not mention the delay on the web site or, at least, on the emailed invoice, so as not to have every single customer waiting and wondering? Another week goes by. No answer. This means "Customer Service" don't keep on top of their queries and the stores/mgmt ignore them and me. Just about to write again when the rug turns up. I let them know and ask, "Any news on the new price?". Don't even get a reply - i.e. treated with contempt. This organisation needs a collective slap to snap it out of its lax ways and contemptible attitude. Like a driver who gestures at you from a moving car, they wouldn't dare treat anyone like this if it was face-to-face, in the store. But they think they can get away with it when it's at a distance.”

Helpful Report

Posted 4 years ago

“I've used Carpetright 3 times over the years. The first two times they were fine. The third time was the purchase from hell. I paid for the carpet at the start of March, and it has finally been fitted at the start of September. OK, 2 months of that was due to Covid-19 lockdown, but there is no excuse for the other 4 months delay. The first 2 fitting cancellations weren't Carpetright's fault, but their point blank face-me-down-across-the-desk refusal to prioritise my order thereafter, and the next 3 cancellations, were definitely Carpetright's fault. Communication throughout the saga was - I was about to write appalling, but "non-existent" is closer. On one day the store (Oxford) had their phones set to answerphone and refused to answer emails, even when Customer Services and the Regional Manager tried to intervene. In the end I had to drive a 60 mile round trip to the store to find out when the fitter would be arriving: he has to be paid in cash on arrival or cancels the job, and I have to drive 30 miles to the tenanted house. When I got there the phones were ringing continuously and there was a sales assistant with nothing to do. I was then informed that the fitter had, yet again, cancelled the fitting. To add insult to injury, when the fitter finally *did* complete the job, he left the site saying: "Sorry, I've had to remove the toilet door and I don't have time to trim it and refit it." My poor tenants (4 who share the house) had to live without toilet privacy for 24 hours while I arranged for the door to be refitted. I still can't quite believe I've been through all this, it's quite shocking, more like 1970s monty python than 2020s reality.”

Helpful Report

Posted 4 years ago

“I've been trying to call carpet right with a query and no one has answered after 90 minutes. It bodes ill and so will not be using carpet right for my order. Giving up on the call now.”

Helpful Report

Posted 4 years ago

“Do not order from carpet right Hove Awful service Awful fitting Awful quality carpet! No one ever gets back to you! Manager John is useless! Never gets back to you and full of excuses! Now waited 9 days when promise he would email me back in 2! Quick to take your money! Quality of a is poor! Fitting terrible! We moved into how house and fitting took place mid May - still waiting! Really wished we had used an independent company and would not recommend carpet right!”

Helpful Report

Posted 4 years ago

“Payed for laminate, carpet and vinyl. Was waiting for carpet, not in stock. When carpet arrived we were told that the laminate was now out of stock. When I payed there was a pallet of laminate, but they sold all of it knowing that I had already payed for 11 packs. Had to re-order and waited 5 weeks from original order to fitting. Was told fitters would be at property first thing. I waited from 8am till they finally arrived at 2.30pm. This is a Micky mouse company. Complained to head office and they didn't want to know. Manager of romford store would not come and speak to me. DONT waste your money. GO somewhere else that care about customer service. WOULD NEVER USE AGAIN”

Helpful Report

Posted 4 years ago

“We've been waiting for over 6 weeks for our carpet to be fitted. One fitter has been but the job has not been completed as the stair runner hasn't been prepared. We were told 4 weeks ago it had been sorted and just needed fitting. The stores never answer the phone. Emails are replied to with very short, rude responses. No apologies for the delays in fitting. Carpet runner has been cut, but removed by the fitter to prepare. Unknown completion date and no word from carpet right as to when it'll happen! Abysmal. AVOID AT ALL COSTS. PAY A LITTLE MORE AND GO ELSEWHERE!!”

Helpful Report

Posted 4 years ago

“I wish to logged an serious complaint against the Letchworth office. From start to finish it been either a lost order, wrong carpet, hidden charges , lack of communication on appointments and general feeling no one knows whats happening from the branch! I contacted them in early June for a sales man visit who turned up earlier than expected. Then an quote was put together and a price was provided with the promise this be emailed to me. This never happen and I visited the local branch only to be told they lost my quote/order! So a new quote had to be put together from stratch. I waited more than 6 weeks for the order due to COVID 19 delays and though Wayne did kindly call me the vinyl order had not been delivered. I waited PATIENTLY but heard nowt, so I called the branch and they guy i spoke finally found my details and said I had to pay extra £70.00 for the floor to be screeted. This was included in my original order - had they not lost this - they would had seen this. Oh i forgot to mention the revised order was all of sudden much higher than the original quote! Hardly any communication from the branch and they tell me the fitters would turn up on 20th and 21st August but could give detailed time frame. My dad waited for them to attend 20th August and when they did they turn up with the wrong carpet. TRULY AWFUL CUSTOMER SERVICE FROM START TO FINISH. I wish I gone back to Tapi Carpets who at least would fitted the carpet by now!!”

Helpful Report

Posted 4 years ago

“Absolutely awful experience with Carpetright. They had damaged our new bathroom which was a week old and specifically said please can you not damage our bathroom as it’s new. Unfortunately our bathroom was damaged and it became a nightmare to sort out. Left a review on another well known review site and I was made out to be liar and questioned if it was a genuine, even though the MANAGER came to out my home to Inspect the damage! There is no way I would shop there again! AVOID!!!”

Helpful Report

Posted 4 years ago

“After five weeks waiting for our stair carpet to be fitted, CarpetRight sent the wrong colour and refused to accept that they made a genuine mistake, rather, they said that colours shown on their website are not accurate, yet referred us back to their website to choose the colour we wanted!! After a heated conversation with customer care they said they will refund the money less £29 cancellation fees and wanted us to pay for the fitter who fitted the stair grip. I have never seen such an appalling service like this in my life, and I have seen a lot!”

Helpful Report

Posted 4 years ago

“Financial Ombudsman now involved! AVOID AT ALL COSTS!! Complaint with a store ongoing since November 2019, then escalated to their complaints department and have not replied to me since my formal complaint logged in February? Clearly do not follow formal complaint procedures either. Fitter has stolen my house keys and had to have a locksmith change the keys. Poor products but by far the worst customer service I have ever experienced.”

Helpful Report

Posted 4 years ago

“Annoyed. Just received apologetic phone call to inform me that the carpet fitter has discovered that the wrong width carpet has been sent to the shop in Bangor. Spent most of weekend moving furniture (not easy as a 71 year old widower) and now have to live with furniture all over the place until next Tuesday! Not very confident about that happening. I have also had to cancel a planned holiday. The staff were apologetic, but surely the carpet should have been checked on arrival at the store a couple of weeks ago.”

Helpful Report

Posted 4 years ago

“Estimator came and priced up hall stair and landing carpet. Called store and paid for carpet and advised i would get a call back soon with a fitting date but nothing heard for weeks. Several calls to the store, no answer but messages left, however, nobody got back to me. Emailed customer services twice and no response. Called customer services waited over 30 minutes for an answer. They did not want to deal with my concerns and put me through to the original store who denied receiving any messages from me, despite me having proof of calls on my phone. Finally got a fitting date for 17/8/20. Got up at 5am to get everything ready. We have a toddler so had to remove stair gates and now have exposed carpet gripper/spikes everywhere etc. Wife also takes a day off work so someone can be at home. Carpet fitter turns up nice and early 7.45am as advised, and finally we thought we were getting somewhere until he realises its a stair carpet etc. I felt sorry for the chap (who seemed a really nice guy and he has fitted carpets for me before) He wasn't advised it was a stair carpet etc and had been given no plans, also he had nowhere to cut the carpet. He looked very embarrassed and was very apologetic but said it was unlikely the carpet would be fitted today etc turned his var around and drove off into the distance. Not his fault but come on Carpet Right get your act together. You have mismanaged a simple job, totally incompetent in everything you do - you never used to be like this, no wonder the company has problems. I have no idea when this carpet is going to be fitted, we now have to navigate out stairs etc avoiding spikes, our toddler is now going to be restricted as to where he can play. I am totally in the dark. I'm not going to use you again, you simply aren't up to the job. Carpet Right or Carpet Wrong?”

Helpful Report

Posted 4 years ago

“I have been fobbed off since last year. Passed from pillar to post. Added a review on trustpilot and suddenly seemed like I was getting somewhere. No! Passed back to one of the five or six customer service agents who basically don't care. I want someone (not the incompetent fitters or rude store manager) to come and look at the awful job. No chance of that I'm afraid. Got my cash and dont give a toss. Never again! I tried leaving photos on here. Can't do that.”

Helpful Report

Posted 4 years ago

“I ordered laminate and carpets for two rooms and my hallway. I arranged for fitting for two dates. The first fitting went as planned. When the fitters came to do the final installation all the remaining laminate was damaged therefore the final fitting had to be cancelled. I contacted my local store and they said it would take at least a month for new stock to arrive from Belgium. Belgium???!!! Forward to today (14th August) I received a call to say the laminate I ordered is out of stock and i would have to wait until the end of September 2020. I spoke to the store manager and requested a new order. The reason for the delay is that there’s no stock in the U.K !! All the laminate is ordered from Europe and Covid has messed up supply lines. I find that hard to believe as other U.K. based retailers can get orders to their customers within a week. Meanwhile I have no carpets or flooring in my house, no access to my living room and furniture everywhere while trying to work at home. I am extremely disappointed and once this is all over I will never buy from this company.”

Helpful Report

Posted 4 years ago

“5wks you had our money paid in cash and no flooring or call to say when we will have our flooring fitted ,don't use carpetright”

Helpful Report

Posted 4 years ago

Hi Amanda I’m sorry to hear that you haven’t been contacted in regards to your order. Please can you email your order details customer.services@carpetright.co.uk so we can help. Thanks, Dilan

Posted 4 years ago

“Visited Dorking branch and purchased a bedroom carpet and fitted, all went well so paid and waited to hear from them, After two weeks still no contact so I phoned and asked for a update, they said pick 3 days next month to arrange a fitting, I did, and they said they will get back with confirmation, after another week or more still no confirmation, I called again and they confirmed the date, so I waited a few weeks and as it got nearer I wanted to make sure all was going ahead as I needed to clear the room of furniture, I couldn’t get any answer from phoning the shop, so called customer services, they couldn’t get a reply from the shop so they emailed the shop to contact me , They never did contact me, all I wanted was confirmation and approximate time, AM or PM so I could make it easier for the fitter, 30 minutes before his arrival the fitter called me, at last someone got in contact, So unfortunately it seems after you have paid the Dorking shop feels the job is over for them, well it’s not, and the lack of communication and me having to do ALL the chasing just to find out basic customer information is disgusting, if this is just a local shop issue then they need retraining in how to look after the paying customer in basic communication and updates on how their purchases are going, OR they need sacking and someone who knows how to run a shop which is customer based takes over and realises that lack of communication is any companies biggest downfall, in this day and age it’s not difficult to keep you updated via any of the many ways due to modern technology without having to talk or take up a lot of time, with this experience I am not impressed with the service I received after payment, excluding the fitting, VERY DISSAPPOINTED, just communicate and don’t leave it all to the customer to try and get the information that you should be giving,”

Helpful Report

Posted 4 years ago

Hi Trevor I’m really sorry for the lack of communication. We can assure you this is not our standard of practice and passed your feedback over to the Store Management team to improve our services. Kind regards, Dilan

Posted 4 years ago

“Terrible service! The carpet fitters are a disgrace came into my house swearing in front of my 3 year old daughter, charged us more than quoted for fitting and then broke one of our doors and was not going to say anything regarding this until I noticed. When confronted he blamed us for having "cheap" doors and offered us £25 to get a new door (originally the doors cost £110 each plus fitting).. Emailed carpet right who said they were not prepared to do anything as the fitter said it was our problems. Absolutely disgraceful, now we have to pay for a brand new door to be fitted. We will go elsewhere next time as we feel like we they do not care that we have spent over £3000 on new flooring with them in the last year!”

Helpful Report

Posted 4 years ago

Hi Daniel Thank you for taking the time to leave your feedback. We will pass this over to the Store Manager to look into this further for you. Kind regards Dilan

Posted 4 years ago

“Placed an order online 15th July 2020, still not received product. Emailed several times and called customer service which took 45 minutes to answer! Was told they don't know which branch my order is in or if they even have it.. My order number is - 364020. Just want my order.”

Helpful Report

Posted 4 years ago

Hi Sam I’m really sorry to hear that you haven’t been contacted in regards to your order. Our colleagues will contact you to discuss at the earliest opportunity. Kind regards Dilan

Posted 4 years ago

“bought carpets for 3 rooms when fitter came to fit lounge the carpet had been cut short in length. Several calks 3 weeks later despite promises and a comment of at least you have a carpet still no replacement”

Helpful Report

Posted 4 years ago

Hi Nicholas Thank you for taking the time to leave your feedback. I’m really sorry about your experience. Please email your order details customer.services@carpetright.co.uk so we can help. Kind regards, Dilan

Posted 4 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews