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

“Bunch of clowns trust me go somewhere else”

Helpful Report

Posted 8 years ago

“NEVER IN MY LIFE WILL I EVER BUY FROM HERE AGAIN... long story but many visits from carpet right, new carpet down, faulty and ink marks running through, with carpet sprouting up... told new carpet can be replaced free of charge.. bad fitting from carpet men changed for new ones ok but all skirting's damaged and door frames, silver runners damaged and bent. New carpet laid same problem again faulty carpet ink running through the carpet and now loads of lines running through the carpet.... enough is enough carpet right... just want a full refund... Norwich branch customer service ok but slow to get back or don't get back to you.... but carpet is awful....”

Helpful Report

Posted 8 years ago

“Quoted £370 for a carpet. Incompetent staff unable to calculate measurements which actually made the cost £700. Customer services just ignore emails in the hope you'll just go away!! Strongly advise to use an alternative company if wanting to purchase a carpet!!!!”

Helpful Report

Posted 8 years ago

“I'm a previous customer of carpetright but since last time, standards have declined sharply. The in-store experience was lack lustre but we figured the floor was the important thing, not service in-store. The fitter came. Took ages, brought someone who seemed to do very little. He then asked me what I thought. I raised a couple of concerns after a cursory look and he argued with me. Someone in my home, being paid to provide a service, argued when I gave my opinion. In the end, I was getting upset so I just paid to get him out of my house. After he left I looked more and found more issues. I called to complain but was told the original fitter has to come and view the floor. He insisted on trying to fix it when he came. Made a bigger mess in some areas, and sealed it with clear sealant so the mess was not only visible, but stuck there. After this, the manager came to view it after the fitter insisted no-one could do a better job than him (modest, obviously). I showed him the obvious areas and mentioned the fact my new bathroom cabinet underside is now covered in sealant, which I can't imagine how it got there. His instinct on how to fix the situation was to suggest they rip the flooring up and refund us. He has given us time to decide on either this or replacing the sealant but I don't want that man back in my house. Neither does my husband. We're chalking it up to experience but we will go elsewhere to recarpet the rest of the house. They lost a good customer and several more since a colleague at work has also had a shoddy job recently.”

Helpful Report

Posted 8 years ago

“Ordered tile flooring and stair carpet two different fitters the tile flooring fitter was brilliant no problems as for the carpet fitters took one look at my stairs (I have a bulldoze step) and said we can't do those but will give it a go left all the underside of the step bare with t h bits of frayed carpet hanging down after hours on the phone they sent the same fitters to fix it they laughed at me when I complained to them so I sent them away two weeks later another fitter arrived who said he would do his best the problem being I had only paid £30 a safe metre so th carpet was silicone backed I should have paid £80 a metre to buy a session backed carpet ! My last carpet lasted 25 years this one is 5 months old and already fraying customer service appalling fitters a joke will never use again!!!”

Helpful Report

Posted 8 years ago

“WORST COMPANY EVER. had laminate flooring fitted in kitchen and lounge , on inspection noticed that two boards were not alligned properly so had the manager out to have a look. He confirmed it was a fitters fault and arranged for fitters to fix, appointments made to fix but LET DOWN 5 TIMES!., AFTer complaining to there customer services they wS very appoligetic, on the 6 th occasion the fitters arrived and was VERY RUDE , asked us who fitted flooring then send why was he here then?, started kicking flooring and said it was our fault due to mopping, I then told him the manager has already said it's fitters fault and he totally dismissed me, in the end he walked out. I complained again and was forwarded to manager who previously said it was fitters fault and now back tracked his words and the fitter made out I was confrontational, the floor was soaking wet, that he offered to help out, BASICALLY he didn't want to retrify another fitters fault , caused an atmosphere and walked out. Manager re tracked his words to avoid paying £40 for every missed appointment and their customer service says I need to get an independent surveyor out, DO NOT TRUST THIS COMPANY, VERY BAD SERVICE, WILL NOT USE AGAIN”

Helpful Report

Posted 8 years ago

“Faulty carpet, new carpet laid poor quality but carpet right said all ok. No help from customer service”

Helpful Report

Posted 8 years ago

“Having decided on a stair carpet , After one of the staff had measured the area , I was meant to get a phone call of Carpetright the next morning quoting me the price , No one phoned so I went into the shop to order it and pay for it , When I went into the shop 2 female staff members were talking to each other , One of them looked straight at me , didn't in anyway acknowledge me other than look at me and carried on chatting , I waited a few minutes then walked out of the shop , Disgusting way to treat customers , I will not be entertaining that shop again , Unbelievable in this day and age ,”

Helpful Report

Posted 8 years ago

“I went into the shop to see about a stair carpet , A man came out later on that day to measure up , He was a cheery and pleasant person , he t”

Helpful Report

Posted 8 years ago

“Atrocious service. Would not refund purchase of rugs as not returned the following day. Was not advised of this requirement at the time.”

Helpful Report

Posted 8 years ago

“appalling company - RUDE RUDE RUDE I will never deal with them again - robbers. If I could leave a zero rating I would 1 out of 5 is definately 1 too many. Do not use.”

Helpful Report

Posted 8 years ago

“Carpetright is so wrong, wrong, wrong. Quite frankly, it is rare to encounter a company so far from understanding customer service, with staff so ambivalent about sales. My experience is worth sharing just because, if nothing else, it is entertaining to know how bad a company can be and how demoralised a workforce can appear. I completed an online form for a free home quotation for carpets. Within the hour I received a call asking me to attend the nearest store. I made time in my day and went in store. While there I was shown various products and then amazingly provided with a quote for rooms yet to be measured. How bizarre! Then I was asked to leave a £100 deposit for the company to measure my flat. At this point I had been in store for 40 minutes. There had been no mention of a deposit on the website, no mention by the staff until I was leaving. Obviously I refused, explaining that they should make this policy clear upfront. The response was shrugged shoulders and a so what, tough sh*t attitude. Amazed at this response in a store where there were 5 staff doing nothing and one customer, me. Nobody suggested that they could attend to measure up my property as they were clearly too busy laughing and joking with each other to care. On returning home I wrote and emailed a letter of complaint to the company, expecting a prompt response to a bad customer experience. That was over five days ago, still no response. Having spoken to the complaints department earlier I have now been informed that the company acted appropriately. Wow, how delusional? Good luck Carpetright, I expect to see you flounder and fail in the coming months and years. You are failing in the basics of your job, failing your customers and failing your staff. The arrogance demonstrated by the complaints department, was in itself, spectacular. I genuinely feel sorry for the staff and urge them to seek some training, before the inevitable layoffs and closures. Thank god I didn't employ these feckless, workshy morons. I shall spend my £2, 500, elsewhere. A lucky escape for me. This complaint implies that I would give the company a 1 out of 5 rating. I wouldn't. It would be zero at best.”

Helpful Report

Posted 8 years ago

“I cancelled a purchase of beds within 2 days of making the payment. only 80% of my money was refunded back to me. I was not made aware of this huge 20% deduction at the point of sale in the event of a cancellation. I believe this is a breach of my consumer rights. There is practically no reason or logic as to why they need to deduct 20%. When challenged, the reply I got is that they don't need to let me know. Unprofessional managers at the call centres who are extremely rude and couldn't care less about my issue.”

Helpful Report

Posted 8 years ago

“delivery estimates are useless, store told us our carpet was "on the van" for delivery and then 4 hours later we get a phone call to say it wont be delivered for another 3 days....liars , that's all i can say”

Helpful Report

Posted 8 years ago

“AVOID AT ALL COST! WE WERE QUOTED £731 WHEN THEY RE MEASURED THE QUOTE WAS £1,100 FOR THE SAME CARPET, AND TRY GETTING THEM TO ANSWER THE PHONE! USELESS WILL NEVER RECOMMEND!”

Helpful Report

Posted 8 years ago

“Try to avoid CARPET RIGHT PLEASE Tony, Micheal, and Karl from Blackpool, We booked a carpet and paid 100% 6 weeks back with all taxes and fitting, was scheduled on 12/4/2017 but due to the wrong address no one turn up, letter someone came in and said I am self employee, and refuse to get the carpet fitted due to uneven floor, and left the promises, They refuse the refund after 8 visits also one month follow ups finally they have agree to deliver carpet on 2nd May at 10:00am, Our carpet fitter was in the lobby from 09:00am until 01:00pm, when I called them they explain us that said your hotel was not there so delivery will be next day. and I paid fitter for nothing, ( basically no one came to deliver we have video camera evidence ) Basically they need a experienced manager to look after for the brand value. it is completely unprofessional service means waisting of time and money there are good options available. We got another professional carpet company without a single issues now and carpet has been fitted,”

Helpful Report

Posted 8 years ago

“appalling customer service from christchurch branch.. 3 months since paid for goods in full and still order not completed.. lost count of the number of phone calls not returned and have even been lied to by staff.. very disgusted by complete lack of respect and service”

Helpful Report

Posted 8 years ago

“Buyers beware. I have been communicating with their head office in respect of overcharging for fitting charges. The charges on the invoice is very unclear and when questioned, realise that they have charged me £21.65 per square metre for fitting vinyl. However, when they eventually responded to my complaint (29 days later claiming their email system has went down and their customer service department was short staffed) I insisted the fitting charge was broken down for carpet and vinyl. To my amazement, they quote £4.00 per metre for fitting then add 2 x 1 metres of vinyl supplied, fitting charge £43.30 and they advise this is the correct price? I have decided to raise a small claims against Carpetright which although will be expensive, court costs will be added to the refund I'm due as I am now into 34 days of the complaint and they still have failed to answer my questions. Poor customer relations, inadequate customer care and a local Hamilton branch scamming customers for fitting charges. Many colleagues I have spoken to work around companies going into receivership so buyers beware if parting with cash sales, you should firstly avoid them and seek your purchases elsewhere than Carpetright, or if stuck, ask them to fully explain their fitting charges in full and if still stuck in a sale, use a credit card. In the event of administration, buyers have better rights to claim your money back.”

Helpful Report

Posted 8 years ago

“Went to the Slough store and I have to say the customer service was the worst I have experienced. Three doors down is SCS and there customer service was superb. I would rather spend extra money and go somewhere other than Carpetwrong.”

Helpful Report

Posted 8 years ago

“Worst customer care ever, please do not shop at this company!!!”

Helpful Report

Posted 8 years ago

Carpetright UK is rated 1.6 based on 1,137 reviews