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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Phone:

0330 333 3444

Location:

Purfleet BypassPurfleetEssexRM19 1TT
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Anonymous
Anonymous  // 01/01/2019
Where does customer service go once you have paid for the items??? We paid in full at time of purchase and was told a delivery date The day before I called carpet right guildford to ask when the fitters would arrive - I would have been happy with an AM or PM estimate, on the car pet right website this is what I was advised to do. The lady what answered the phone told me she didn’t know and that the fitter would call me on the morning and said she could give me his number to call him - I said that on the website it says that the store would call the fitter and get a time. So I took the number and called the fitter he said I shouldn’t have been given his number and that even he didn’t know when he would be with me - that’s not what we were told in store and it would be nice to be told an AM or PM slot so you can arrange your day - not impressed with the service so far - watch this space and let’s see how the fitting goes
Helpful Report
Posted 3 months ago
Complete cons order flooring in November last year told in store in stock would have discount as well , four rooms to be done , would be done before Christmas got phone couldn't be done till new Year , then got a call in February told out of stock , no mention of compensation had to choose a different floor then got charge stupid amount of money still no compensation , would never use them again , and would tell other people not to use them , terrible company
Helpful Report
Posted 1 year ago
Had hoped someone would find in there heart to help me. 2yrs ago had most of the house carpeted and vinyl laid . This year we have to have a stairlft and stairs had to be altered, leaving a small area uncarpeted. Spoke to local shop and telephoned call centre. Explained I wanted 3ft square piece of carpet. They were not interested in trying to help me out, just kept saying I would have to have 4 metre width. Basic cost £130 just for 1 metre. How when you can cut a carpet up for samples why can,t they have cut a square for me and use the other for samples.
Helpful Report
Posted 1 year ago
Hi Celia, I am very sorry to hear about the experience you have had and the issues in getting a new piece of carpet. Unfortunately we can only sell the carpets in 4 or 5M widths. Please email the details to customer.service@carpetright.co.uk so we can look into the matter. Regards Dean
Posted 1 year ago
Just had carpetright fitters from Woking store to fit laminate flooring. Someone decided to use my French polished coffee table to do some woodwork and have DESTROYED it by leaving deep score marks on it. Quite a lot of muck was left,and my tv aerial was tampered with, causing me a headache to put it right. Only thing is they are coming back to finish off.
Helpful Report
Posted 1 year ago
Do not use carpetright fitters Had laminate fitted in hallway and kitchen plus stair carpet and vinyl in bathroom and downstairs toilet. I could have fitted it myself but thought I'd have it done by a professional to make a sound job...how wrong I was ! Every edging strip on the laminate has come away, two gaps where it was cut too short, doorway strip has come away, left with a back door which couldn't be opened due to sticking, white silicone used on grey flooring and having filled my wheelie bin with rubbish left the rest on the driveway in the pouring rain. Said he would come back to fix the door but never replied. Vinyl was okay but possibly cut wrong so decided to use white silicone around all the edges which quite honestly a 5 year old could do better. Still wiping it off surfaces now ! Having to employ someone to fix this shoddy work. Cartepright, I have emailed your customer service but received no response....surprise.
Helpful Report
Posted 1 year ago
Carpet right are good but the fitters robbed my phone charger and scratch freshly painted door fresh holds, I won’t hear a reply from carpet right as they only reply to good reviews!!
Helpful Report
Posted 1 year ago
Good afternoon Thank you for your feedback. Please can you e-mail customer.services@carpetright.co.uk with your details so we can investigate this. Kind regards Dilan
Posted 1 year ago
Recently had a stair carpet fitted. Like the carpet but not impressed with the fitting. Can see where they have joined it. It was expensive for the fitting.
Helpful Report
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?
Helpful Report
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
Ok so I ordered and payed in full for a stair carpet on the 7/3/22, was told they were busy so wouldn’t be fitted until 12/4/22, ok we excepted that. 11/4/22 phone call from the store, the fitter is sick ! I said surely you have more than one fitter? No ! So he said he would do his best for the following week, after about 10 phone calls to the store, answer phone only I left about 4-5 messages ! Please can someone ring me back with a fitting date …. Nothing, I walk to the store after work, waiting about 20 mins only one girl on ? To be fob off saying they are so so busy and I wouldn’t get fitted until at least 17/5/22 !!!! WTF. The next day I had a full refund and a girl telling me about how low the wages were and no staff and her mental health blah blah blah !!! CAROET RIGHT YOU HAVE LET ME DIWN BADLY ! And get more staff on a proper wage.
Helpful Report
Posted 1 year ago
Good afternoon Thank you for taking the time to leave your feedback. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Many thanks Dilan
Posted 1 year ago
What is the fitting service admin charge? I have paid separately for fitting so I have been charged twice. If this is just for asking a fitter to be contacted then this is totally wrong. Also I have 26 mtrs of carpet and 20sq mtrs of underlay??
Helpful Report
Posted 2 years ago
Hi Russ Thank you for your feedback. The Fitting Admin fee is paid to the store. This fee is paid to the store as they act as an agent when arranging your installation date with the self-employed fitters. The overall cost of your fitting is divided into two payments, for example: Fitting Costs for Carpet £4.99 (£5.59 inner London) per square metre Paid to the fitter on the day - £4.19 (££4.79 inner London) per square metre Paid to store for admin -£0.80p per square metre We hope this helps and please e-mail customer.services@carpetright.co.uk if you need any further help. Kind regards Dilan
Posted 2 years ago
I am giving you 2 stars because the salesperson was nice and the fitter excellent. We are disappointed with the lack of communication from your Hove store where we purchased a stair carpet in Oct and paid for in full. We said that we wanted it fitted after Christmas but they never contacted us and we had to go over to the store to find out what the situation was. Firstly they could not find our order, when they eventually did we arranged for the fitter to come and were told he would ring us in the morning. He rang to say that the van had broken down and that the store would contact us to arrange an alternative date. They never rang and in the end we had to ring them but there was no reply each time. In the end our daughter had to contact them on twitter and even then there were problems. Eventually the Hove store contacted us and arrange another date for the fitter. On the allotted morning the fitter never rang and we had to contact the Hove store. We were told the fitter had rung in ill!! We said that if they did not do it that day as promised we would demand our money back. A fitter was found and arrived at 3pm. His work was excellent. This sort of service is totally unacceptable and as I have poor health caused me extra stress. We will certainly not be recommending or using you again.
Helpful Report
Posted 2 years ago
Hi Lyn Thank you for taking the time to leave your feedback. Please can you e-mail customer.services@carpetright.co.uk with your details so we can look ino this further for you. Kind regards Dilan
Posted 2 years ago
Ordered a mattress in November they sent wrong size in December where told immediately that wrong size sent and I'm still.waiting for correct size to be delivered and wrong size to be picked up Have phoned three more times asking when this will happen Was told after Christmas Then after New year and now sometime in January .
Helpful Report
Posted 2 years ago
Good afternoon Sandra Thank you for taking the time to leave your feedback. I am sorry for the delay with the replacement mattress. Please can you e-mail your details customer.services@carpetright.co.uk so we can help. Kind regards Dilan
Posted 2 years ago
I need my whole house carpeted and after reading the reviews I am minded not to use carpetright, sorry but the reviews are poor so I will look elsewhere.
Helpful Report
Posted 2 years ago
Lots of hidden (expensive by comparison) fitting costs, fitters wary some good some less so, one did a very bad seem, also had Grippers left poking through the carpet once, on another occasion bought 2 colours of same item for store collection, only 1 turned up on time, given petrol covid brexit excuse which is silly seeing as one turned up, it's simply inefficient logistics, there's no focus on customer service at all, not even at sales point. Will never use them again, given that there are hundreds of flooring shops how are they still in business. One said the deliver cost wasn't from the shopt to me but from the supplier to them, so how come shop pickup is free? Except it isn't shop pickup, when you get to the shop at the address given they tell you it's actually at am industrial estate down the road ... I could go on ... cause it's not like they're cheap, either .....
Helpful Report
Posted 2 years ago
Good Morning, thank you for taking the time to share your feedback with us. We are really sorry to hear this and certainly appreciate you sharing this with us. So that we can look into your experience further, can you email us via customer.service@carpetright.co.uk please? Best Wishes, Benji
Posted 2 years ago
Ordered carpet in store today I was given the price and agreed .The invoice was emailed to me it was only then I saw the extra charge of fitting service admin and shipping a total of £50.This is not good enough the customer needs to be told of these extra costs .I will not be back
Helpful Report
Posted 2 years ago
Hi, I am very sorry to hear you were not told about the charges as you should be. Please email the order number to customer.service@carpetright.co.uk so we can make sure this does not happen again. Regards Dean
Posted 2 years ago
Overall service more than unsatisfactory. Rude carpet fitters. Incorrect invoices. Missed appointments with no reasonable excuse. Failure to acknowledge or respond to emails of complaint sent to customer services (over 3 months ago) and my local branch. Still waiting for carpet fitters to return following a missed booked appointment. I would not recommend Carpetright at all. Due to my budget this was my only option unfortunately. Will never use Carperight again. Especially not East Grinstead branch.
Helpful Report
Posted 3 years ago
Good afternoon Thank you for your feedback. I’m sorry to hear about your experience. Please can you email us your order details customer.services@carpetright.co.uk so we can help. Thanks, Dilan
Posted 3 years ago
I bought Sea Slate rigid tiles for my toilet, having seen from the manufacturers information that they are very easy to fit. I was fitting them in a toilet, which required cutting. I was extremely disappointed that there was no suggestion on line or in consultation with staff, that these tiles are in fact very difficult to fit if not in a clear square room , in fact not suitable for a small space such as a toilet. My complaint has been addressed however I would not wish anyone else to be under the mistaken impression that these tiles are easy to lay.
Helpful Report
Posted 3 years ago
Good morning Thank you for taking the time to leave your feedback, it is important for us to improve our services. Kind regards Dilan
Posted 3 years ago
My carpet was ordered in september I,was told it would be fitted in november.Irang up in nov and was told the carpet had arrived in the warehouse but could not be fitted till after xmas due to the lockdown. i was finally told the carpet would be fitted on the 4th january, this was then cancelled as the fitter apparantly was not available, so i was then told it would be done on the 7th of january today, i,m all prepared then i get a phonecall this morning cancelling again telling me the carpet they have been sent is the wrong size so will have be reorder,d and fitted next week, so why did they not check the size when it arrived in the warehouse back in november . This is just bull.... and if my carpet does not arrive next week i will be demanding a refund and going elsewhere.
Helpful Report
Posted 3 years ago
Hi, I am very sorry to hear about this. Please email us the order number and details to customer.services@carpetright.co.uk so we can help. Regards Dean
Posted 3 years ago
I ordered a bed I was told it would take three weeks to deliver ,I have now waited seven weeks and still no bed .I have complained at shop but they could not give me a straight answer as to when I would get it complained to customer service waste of time wish I gone some where else would not order from them again Wallsend shop give it a miss
Helpful Report
Posted 3 years ago
Good Morning, thank you for getting in touch. We're really sorry to hear this. Please do email us via customer.services@carpetright.co.uk so we can follow this up for you. Best Regards
Posted 3 years ago
Just didnt care or return any calls...
Helpful Report
Posted 3 years ago
Hi, I am sorry to hear you feel this way and that you have not heard back. Please email the details to customer.services@carpetright.co.uk Regards Dean
Posted 3 years ago
Carpetright UK is rated 1.6 based on 1,128 reviews