Carpetright UK Reviews

1.6 Rating 1,128 Reviews
13 %
of reviewers recommend Carpetright UK
1.6
Based on 1,128 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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0330 333 3444

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Anonymous
Anonymous  // 01/01/2019
arpetright, destroyed our stairs and have now ghosted us. From start to finish this entire process took a year. They were more than happy to take our money, lose our carpet twice, cut it incorrectly and then send out a different fitter every single time they attempted to fit it. We are now having to pay another carpet company to come and fix all the issues Carpetright left us with. Don’t believe me? Look at the attached pictures. The carpet is coming away, fraying and stairs have been smashed in. Carpetright will most likely respond to this comment asking us to contact them. We have done. This is your responsibility to fix this Carpetright and contact us. I would be more than happy to update this review with a positive outcome, should you resolve the issues you have created.
Helpful Report
Posted 2 years ago
Good afternoon Thank you for your review. Please can you provide us your order details to customer.services@carpetright.co.uk so we can help. Kind regards Dilan
Posted 2 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 3 years ago
Never again!!!!! I paid the fitter over £1000 for fitting and screeding a tiny little flat, this is how he left my flooring and didn’t mention it maybe thinking I wouldn’t notice it, I ordered and paid for the vinyl at the end of august knowing I would have to wait a couple of weeks for the vinyl to come in, once it arrived it was me constantly ringing the store to get fitters in and finish what they started, I paid the fitters cash the first day they came BIG MISTAKE because to get them to finish the job was an absolute nightmare, I rang their head office not really a lot of help apart from them telling ME to compromise, after endless phone calls they came and finished the last room and left it looking like this, I had to ring the store and send photos and was told they would replace the flooring and charge it to the fitter, I told them no way was he coming back in my flat so he will have to pay for another fitter as well, there was one lady in the store who I felt was on my side and she was helpful apart from her no one else seemed bothered. The new fitters finally came today and redone the room, over 3 months for a tiny little flat is disgusting, for 3 weeks I was living in the spare bedroom clothes all over the floor, furniture in the kitchen and bathroom no room to manoeuvre it was torture and I’m 63 years old. I will never use this firm again and I wouldn’t recommend them to my worst enemy, once they’ve got your order and your money you might as well be invisible, disgusting deplorable and they get away with it. DO NOT USE THIS FIRM not even worth the one star but couldn’t give less
Helpful Report
Posted 4 years ago
After 2 dates where the fitter failed to show up (2 days off work waisted) Carpetright in Bath assured us that as compensation we would not have to pay the fitters charge on the third arranged visit and that they would pay him directly. During the fitting I mentioned this to the fitter, who became furious and said that he had not been told this by Carpetright and said that he would leave the job half finished if I did not pay him there and then. He phoned the Bath office and spoke to the salesman who had arranged the fitting, which resulted in a heated stand off between the fitter, who demanded I pay him or he would abandon the job and the showroom salesman, who said that if I paid him I would not be reimbursed by Carpetright! I did not want the fitting left half finished, so I paid the fitter and visited the Bath store that same day to complain. The Manager apologised and assured me that a card refund would be made within days. Nothing happened. After four and a half weeks of me constantly phoning and then messaging and being told that the refund had been 'sorted', 'actioned', 'chased up' and 'looked into' a cheque finally arrived. I am appalled at the complete incompetence from the start and the absolute lack of customer service from this company.
Helpful Report
Posted 1 year ago
Good afternoon Thank you for taking the time to leave your feedback, I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Kind regards Dilan
Posted 1 year ago
I WOULD ADVICE ANYONE CONSIDERING GOING TO MAKE A PURCHASE FROM CARPETRIGHT TO AVOID AT ALL COSTS Without Prejudice. They appear to be a total bunch of crooks.. I have now involved the police.. who agree with me. I purchased a carpet earlier this year.. to be held until ready for fitting. Paid and have receipt. Along with underlay, gripper rods and door rails. Paid seperately. Written on receipt.. 'all goods paid - £60 to pay fitter direct. Gripper rods and door rails to collect - ALL goods paid for'. On Carpetright headed paper; written by their salesman. I have underlay I paid for though told may not be sufficient. Call in for more if needed. Due to ill health it took longer than expected to collect. I called in regularly to let Carpetright know. Last week I went in to arrange fitting. Told couldnt arrange it. Asked why. Was told 'you must pay us an additional £127' I did not owe. Or we wont be able to help you. As I have paid for everything but the carpet grippers, door bars and fitting which I knew was extra (£60) and pay at time of fitting. I refused to pay and said I expected to have what I had paid for - clearly on the receipt. I am told they had a 'dodgy' salesman; who has now left and they they have had a lot of clearing up after him to do. I said that is not my problem. Carpetright employed him. He took my payment whilst working for Carpetright and therefore entered into a contract whereby the contract still stands and I am within my right to the goods as on the Carpetright agreement, along with requesting fitting. The Police I have spoken to agree. Along with my friend - a magistrate. Yet, Carpetright are refusing to give me, or the fitter the goods I have paid for. They are refusing to book in an appointment for me with thier fitter and are now telling me I have to take away a 18" long roll of carpet myself in a car. Or with cancer and MS hire a van and take the carpet away, they now tell me was an offcut and was sold as buy and collect. Which is NOT what was agreed or said to me at time of sale. I have now contacted 2 independent carpet fitters, who advise me the cost of gripper rods and 5 carpet rails does not come to £127. The Manager and one other in the local branch appear to be trying to make money out of me and are blaming a past staff member who has left. They all seem a bunch of crooks. For the past 2 days the abuse and rudeness I have tolerated in the shop was appalling. To the point I called the police after threats by the store manager, whilst I politely tried to reason with the abusive store Manager who is clearly NOT keeping within the law. I do not need stress of this kind and advised the Manager of this. I simply went into the store to book a fitting date for the carpet before Christmas and before I have treatment and operations for my health to replace my hall carpets which are now down to bare boards and dangerous for me with my health. Carpetright are clearly acting illegally and taking their grudges out on their customers. I hear the company is going through a heard time and could go under and into receivership. This is no reason to make threats to a customer or to deny them what they have paid for and without goods already paid for and on the receipt I took in to show them twice on 2 consecutive days. I now dread going in the shop and simply want my carpet, the goods I have paid for and my carpet fitted, not this stressful and unaceptable nightmare I have become involved in. I will NEVER go in a Carpetright shop again.. and would advise all others considering making purchases from them - I would advise them the same - STAY AWAY from this shop of you dont want to lose money and want to avoid a stressful situation. No wonder they are experiencing difficulties. On reading the hundreds of complaints about this store and the illegal way they appear to feel they can operate - it will be one store well off the streets - for the safety and protection of customers. Sad to see stores closing but not ones who defraud customers and more so ones who are elderly and unwell. Disgraceful. For those hoping to stay afloat and act within the law - I would advise NOT hiring the staff from this branch who clearly prefer to act outside the law and make gain from situations as these. Carpetright please note also - the store is not keeping to opening and closing times and closes most days far earlier than stated. Clearly the staff doing just what they like whilst employed. I have tried endlessly to contact Carpetright head office. The call reaches an answerphone but to make a complaint there is never any answer day after day. Even after holding on for 3 hours. Hope this helps all considering going to Carpetright. Dont let you Christmas be ruined by this firm. Your review asks how many stars - I would give it NO stars if I could. In answer to the answer to the queries. They have not resolved this at all after days. Just with abuse and threats. Demanding money I do not owe and refusing to hand over goods which are paid for and on receipt. My next move is to return to police and have been told this is a criminal matter.
Helpful Report
Posted 4 years ago
I have been told the raised lines in the carpet is down to reverse pile. C.R. are not interested. The manager in the Sutton store was not interested even though I had a report from a reliable company to prove it was not my fault. They sent an independent guy to look at it to do a report according to the manager the report findings were that there was not a manufactures fault. I asked to see a copy of the report and guess what they lost it. Rubbish company
Helpful Report
Posted 6 years ago
Warning do not use carpetright They are cheap for a reason We had our whole house recarpeted by them 2 of the carpets had damage Heavy lines down them ,the fitters said the marks should go in a couple of weeks No chance We asked for replacements and were fobbed off with they should settle after 6 weeks Of course they didn't and still looked horrendous They eventually returned only for the fitters to tell us the ones they had were also damaged There is a real problem here They dont allow any extra to cover the damage they do to their carpets when storing and transporting them. Avoid like the plague
Helpful Report
Posted 1 year ago
Good morning Rachel I am sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan
Posted 1 year ago
I took days off work only to be disappointed again by Fitter. The Customer care team are hostile/unhelpful. They try to offload their incompetence on to the customer who has handed over their money. Have nothing to do with this awful unreilable company. This is a wake up call for the general public. My experience is from East Sheen branch.
Helpful Report
Posted 1 year ago
Hi Madeline, I am sorry to hear about the experience you are having. I can see a complaint has been logged and we are investigating to make sure the issues are resolved. Regards Dean
Posted 1 year ago
Free fitting offer is a scam, it costs £8.99 per meter to fit, look at the terms and conditions
Helpful Report
Posted 1 year ago
Hi Brenda, I am sorry you feel this way. The total fitting cost is taken off the invoice price. The fitters are self employed so will still be paid on the day. Regards Dean
Posted 1 year ago
I just don’t even know where to start , we had flooring plus carpets ordered back in July for august from Harlow store . Fitted August , now October. Problems have arisen with our flooring. Swollen at two panels , I called and asked for a call out they then asked for me to send in photos , which I did , got a call back from ‘a fitter ‘ … ‘ IVE FITTED FLOORS FOR 40 years THATS A WATER SPILL IM TELLING YOU NOW ‘ now the part where it is has a side board where fluid would have to be very good to get there some I’m struggling to grasp that one sir … back and forth … established that I would have to wait couple of weeks for an appointment which I said that’s okay , he then said carpet right would be the one to call me today to arrange the appointment. So it’s now 4pm and nothing so I called the store . The gentleman that answers the phone talks over me and doesn’t let me speak to which I have to say ‘can you let me finish ‘ which I find awful customer service to the point of reducing me to tears getting off the phone .
Helpful Report
Posted 1 year ago
Abusive fitter, poor fitting, damaged my property, took all of my flooring up and left me without flooring for over 5 weeks and now won’t take any responsibility. Have to take the fitter to court to get damages resolved. Actually sounds like I am making it up because it’s that bad but they have ruined my home. Terrible service. Avoid at all cost
Helpful Report
Posted 1 year ago
Good afternoon Thank you for taking the time to leave your feedback. I'm sorry to hear about your experience with the third party fitter. Please can you e-mail customer.services@carpetright.co.uk with your order details so we can help. Many thanks Dilan
Posted 1 year ago
Retail Abuse - Reference CAS-93887-G5B7B7 CRM:019705215 This is a beyond despair account, of how CarpetWrong ruined our lives! Carpetright inflicted an extremely high level of remarkable, total and complete, absence of customer service and care on two OAPs. Undeniably, CarpetWrong is managed by people who were possibly former betting shop employees! Only two bare concepts are in their cerebral cortex, 'WIN or LOSE!' They 'win,' you 'lose!' To Carpetright, customer care is most definitely, a Chinese takeaway! The Sad Saga: My husband, 71 and I 62, paid a significant amount of money to Carpetright for Monmouth Twist Carpet, manufactured by Cormar; inclusive of installation to cover our three bedroom house and conservatory. After the carpet was installed, excessive fluff and shedding would not abate; the massive shedding and fluff resulted in dust covering everything in the house, making the Sahara look really small! We took a bag of the excessive fluff and shedding into the Carpetright store; also showed photographed images of the excessive shedding, sticking to shoes, socks, and feet; we also stated that, breathing in the dust was a health hazard. We even invited Carpetright to send a representative out to us to examine the Carpet, as never before, had this high amount of shedding, dust, and fluff, had been seen. Carpetright completely ignored all our pleas and incredibly, refused to send out anyone; instead insisting that there was no fault with the carpet, as Cormar the manufacturer had advised them. We informed Carpetright, that faults can become evident after delivery and installation of a product and therefore, asked Carpetright to replace the carpet or refund us our money; we were still within our 30 day legal rights for defects. For over a year, Carpetright blatantly refused both requests and disturbingly continued to ignore our pleas for help ! Carpetright’s sickening contempt, forced us into paying a solicitor, an expense we could ill afford, to write several letters to Carpetright, as clearly there was a fault with this carpet. Carpetright's and Cormar's response to the solicitor, was that carpets shed, and they could not put a time frame on when the fluff would stop and once more refused to refund us or replace the carpet, we were to put up with it. We stated that there should have been a disclaimer warning about the fluff and shedding, so that we could have made an informed decision prior to purchasing that type of carpet. Carpetright next offered, to give us £25 to buy us a roller beater, for our Henry vacuum cleaner so that we could clean the fluff better and keep it down! After becoming extremely stressed, totally losing the will to live, from continuously vacuuming and dusting, as the death-wish inducing fluff and shedding kept returning, we filed a court claim against Carpetright which they completely ignored until the last minute when the Court set down a Hearing date. Then, Carpetright once more, brutally tortured us and offered to buy us a new vacuum cleaner as a settlement to the Claim! One couldn't make this up, if one tried! Oh yes, we were to continue to waste our physical energy and increase our electricity bill! We refused Carpetright’s vacuum cleaner settlement offer and sent more images, of bag after bag, of the fluff and shedding, this time to their CEO's office. After 384 days of living in hellacious dust and fluff, the living nightmare of 'retail abuse,' Carpetright's first settlement offers gave us the impression, that Carpetright’s managers, also work part time in a circus, as clowns! Carpetright’s offers were unfair and hilariously ludicrous. Finally, after painful back and forth communications, the torture ended and Carpetright removed their awful carpet and refunded us our money paid. The moral of this sad and torturous tale: THINK very carefully, when darkening the threshold of any CarpetWrong store! Thank you for reading these despairing truths. Sincerely, Two despondent souls
Helpful Report
Posted 1 year ago
Hi Alexis Thank you for taking the time to leave your feedback. We checked your file and can see that this was fully investigated and final response was provided by our Customer Service Team. Many thanks Dilan
Posted 1 year ago
Never ever, ever deal with these people, they have no control over the fitting service that they say they provide, they don't, will give you a date to be fitted, be assured it won't be fitted on that date, phone them to get excuses, and another fitting date, won't be fitted on that date either, if you want problems, and stress, these are the people who will give it to you...Shame you have to even leave one star, not worth one star.
Helpful Report
Posted 1 year ago
Good morning Barry Thank you for your feedback. I'm sorry to hear about your experience. Please would you be able to e-mail customer.services@carpetright.co.uk with your order details so we can assist you further. Many thanks Dilan
Posted 1 year ago
BE WARNED! The sales staff pressure you to sign the contract but do not tell you that there is no refund on any item even if they have not delivered it, not fully processed the payment and not cut the lino. If you contact Customer Services, they are not allowed to issue a refund even if there is an issue at the shop. You go to the shop and they blame the head office and the head office blame the shop. They do not supply the carpet within a reasonable time frame, the contract says "Time is not of the essence", and it really isn't. They will not issue a refund if they cannot supply in the time stated. It is no good contacting Customer Services as they are not allowed to issue refunds.
Helpful Report
Posted 1 year ago
Hi, I am sorry to hear about the experience you have had. This doesnt seem quite right in regards to our terms and conditions. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean
Posted 1 year ago
We were expecting the men from Carpetright yesterday between 10am&11am. No one turned up so at 11.30am I rang to find out what was happening. I was told that there was definitely a booking for us and they would find out why there was a delay and ring me back in about 10 minutes. That call never came! It is now the following day and still no call to apologise! This an insurance claim and Carpetright have already been paid for the work.
Helpful Report
Posted 3 years ago
Good Evening, we're very sorry to hear of what has happened and how this has left you feeling. So that we can look into this further, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji
Posted 3 years ago
I will try keep this as brief as possible by only covering the key points of our experience. We placed a carpet order for over £6k in September 2019 at their Sevenoaks branch. At point of order we were advised 3 to 4 weeks lead time and after continuously chasing the order was eventually fitted in November 2019 almost eight weeks later. The fitting was completed very badly and not one piece of carpet was fitted correctly. Unacceptable tool damage was caused in every room removing paintwork, chunks taken out of doors, broken & marked staircases and knife scores to every side of a stone fireplace base. In one area incredibly the fitters attempted to repaint damage with a different type of paint leaving paint on the new carpet. The carpets were also damaged at the edge with lines of pile torn out unnecessarily with a stretching tool used incorrectly. The fitters ran out of materials and left a section of a staircase with no carpet nor underlay just gripper rod on the treads and risers! Curiously gripper rod with long pins were installed either side of each door bar that you can feel on your feet on entering some rooms. The carpets also had manufacturing line defects, creasing and colour contamination in the pile (an expected beige carpet but with blue, orange green and brown tufts and not as described) We raised a complaint with head office in November 2019, took photo and video evidence and confirmed everything in writing. Carpetright sent out their own experienced surveyor to inspect in December 2019 and they confirmed the entire order needed to be replaced. To date although it has been repeatedly confirmed they have replacement carpet ready to fit, and having been provided six dates for replacement fitting, nothing has been completed in over fifteen months they just don’t turn up. It takes all weekend to pack everything up in preparation for fitting, and we did this three times. We filed for breach of contract via section 75 and have an agreed recommendation with the credit provider, yet we still await action from Carpetright to conclude matters. I would avoid Carpetright at all costs, the fitters that came to our property were not suitably qualified or trained, the customer services department just direct your concerns back to the store and deal with nothing appropriately, the store staff just lie to either get you off the phone or out of their store. We experienced great difficulty communicating with this company the stores rarely answer the phone, it normally switches to a message service that’s full. My advice Instruct a local independent carpet retailer who care about their customers and the quality and service they offer. Carpetright are by far the worst company we have ever had to deal with. We have been more than tolerant even taking into account current circumstances, what a shame companies in the UK are allowed to carry on trading with this level of customer service.
Helpful Report
Posted 3 years ago
Good morning Lloyd, Thank you for contacting us. I’m sorry to hear about your experience. I can see this has been investigated and FOS decision has been provided as a final response. The fitting store will contact you to arrange a date for the removal of your flooring. Kind regards, Dilan
Posted 3 years ago
Absolutely terrible service. Never ever will I use Carpet right again .
Helpful Report
Posted 3 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 3 years ago
AVOID THIS TOTAL MONKEY UTTERLY USELESS JOBS WORTH OUTFIT!!! Head Office Customer Services are an absolute rude joke! Their so-called fitters are all external contractors self employed & independent from Carpet-wrong! Fought them all the way for want we wanted sorting, but yet again still could not forfil their finishing obligations! All of our other new future carpet works will be going very much to direct competition! NEVER AGAIN!!! Dreadful Outfit! Look forward to seeing you close yet more stores & going bust!!! I loathe you!!!
Helpful Report
Posted 4 years ago
Hi, I am very sorry to hear about the poor service you have had throughout the process. Can you please email us to customer.services@carpetright.co.uk with your order details so we can investigate. Regards Dean
Posted 4 years ago
I wish I had read these reviews before purchasing carpet from this store. Delays in delivery and manager calling us to book in carpet fitting without checking carpet was actually in the store, This happened twice, so waited on day but no-one showed up, store did not have courtesy to call and let us know The carpet which eventually came was damaged and re-ordered, causing further delays. Eventually carpet which was fitted is defective with line faults in it. Company not willing to refund, and say that if I ask for refund they will remove the fitted carpet, which I don't mind except, now I will have to move out fitted wardrobes which were assembled in the room and all other furniture at extra time and cost to us. 3 days work lost waiting for this fiasco. left with sub-standard carpet. Difficult to resolve issues , company defensive and un-responsive, no sympathy for customer or concept of customer care. Awful awful experience. Used Orpington Branch
Helpful Report
Posted 4 years ago
Good afternoon, I am very sorry to hear about your experience regarding your newly fitted carpet. Can you please e-mail to customer.services@carpetright.co.uk with your order details and we can investigate this. Kind regards Dilan
Posted 4 years ago
Just came across this site, shocked but not surprised at the number of bad reviews. We purchased a carpet with a 5 year wear guarantee for our sitting room from the Rayleigh store, the purchase and fitting process was fine. After a couple of years we noticed it had gone bobbly and worn in an area about 2ft x 3ft. I went to see the manager at the store who came out and photographed it. He then raised it as a complaint with he manufacturer. He said it looked like a manufacturing fault and should be replaced. I then spent the next 4 months chasing him and customer services for an update. Eventually told the manufacturer had said this was naturally occurring 'flattening' and they no more they could or would do. My only option is to get a professional assessment at my own cost and if it backed up my claim and they agreed they would refund. Clearly this is not flattening, it is in probably the lowest traffic area of the room. The rest of the room is fine. Decided it's not worth the cost and stress of pursuing as I don't trust this company to put things right. My advice to anyone considering using this company is DONT, I certainly won't be.
Helpful Report
Posted 4 years ago
Carpetright UK is rated 1.6 based on 1,128 reviews