“So ordered carpet, underlay and grippers
So ordered carpet, grippers and underlay on the 18/02/21, was told could have delivery on 22/02/21 however as I’m a blue light worker, and working flat out at the moment managed to get the day of on 26/02/21 to take the delivery.
As promised received the email stating my order would be sent and details of time for delivery, which was spot on.
However, the delivery driver informed me straight from the start that there was no underlay in the order, there was carpet and grippers but no underlay. The driver stated that there have been quite a few issues with deliveries at the moment as it’s really busy.
Needless to say I was not happy, so driver passed phone number for customer services as well as order ID. He said that he was delivering in the area tomorrow so the company should be able to get the underlay to me tomorrow. But when speaking with customer services they stated that don’t deliver on Saturdays and the earliest delivery date would be Tuesday.
When questioned and explained that it’s not that easy to get time off work to wait for a delivery that should have been delivered today, was told sorry but there was no guaranteed delivery date. So I explained that the company had had more than enough time to get the delivery sorted and correct to be told yes there was and that they were sorry.
So I then asked if they could get this to me on Monday, they said no, the earliest is Tuesday.
I appreciate it’s busy times, I know I’ve worked throughout COVID and work has increased massively for all of us, however how difficult is it to check orders and make sure that items are on the lorry to be delivered are correct and nothing is missing.
I now have to attempt to take more time off work to wait for a delivery which I should not have to wait for. I also have to cancel the carpet fitter which means my husband will also have to try and take time off from work, he’s also a blue light worker.
I enquired about compensation to be told once the full order had been delivered, (which should have been today) I could then email or phone and enquire about this, but again told nothing was guaranteed as the delivery dates were not guaranteed, however the delivery date was fine, the missing time from the order is the mistake not the date.”
“I can’t even describe the stress I have had dealing with this company. I would advise just to move on in your search for a carpet. For a tiny bit cheaper per m2 it isn’t worth it.
Cormar kindly agreed to replace a carpet that was meant to be stain proof. They agreed quickly and kindly allowed me not to have to return the damaged piece. But onlinecarpets just didn’t send it! After 4 months of me chasing, online carpets finally sent a carpet of different colour than requested and much thinner than the previous one, not thick pile at all. Also damaged at one side (although this just got removed when I had it edged into a rug). They claimed it was from a new roll hence slightly different colour. What? What is the point of getting samples different greys if a ‘new roll’ could be totally different again. And much thinner, not thick pile at all. They also say since it has already been cut/whipped they can do nothing but I couldn’t have totally unwrapped this before transporting it to be whipped. I checked it was grey but made the mistake of trusting that it would be the same pile specifics.
I feel I have been fobbed off and lied to by the supervisors this company. I now have a horrid piece of carpet that I have spend £180 on being whipped. I truly advise you to use another way to get your carpets. It took me more than 10 phone calls in the last 5 days to even get one email response from the supervisors who were the only ones who could actually help with my issue. It is honestly not worth your mental health dealing with this company.”
“Waited in 12 hours to have carpet delivered it was not ,contacted them to be told they don't know why it had not been delivered and would reschedule for following week but could.not guarantee .
Shocking”
“The customer service is terrible..awaited for my delivery..no delivery called customer service to be told they could not find my house....not a call or email from them....when i eventually got through to them they could re schedule but only with a 3 day slot anytime from the monday to wednesday...do not buy from these guys”
“This company is shocking. The contractor (unsure which contractor as wasn’t given name of it when asked) employed a delivery driver, who turned up half an hour earlier than the allotted time. I do not live at the property, I live ten minutes walk away and was walking there when he turned up. The delivery driver was rude. He said he was dumping the carpets on the kerbside of the block of flats and leaving. When I got there minutes later, there were no carpets whatsoever, not even on the kerbside. The contractor would not respond to me when contacted. I called the customer service line and made a complaint, demanding my money back or for the carpets to be delivered in the time slot still open. The person I spoke to said it wasn’t possible for the delivery to happen because the driver had a route they had to take. The earliest delivery would be a week away. I had arranged child care for today and so I said this was not acceptable and I wanted to speak to a manager. I was told the manger wouldn’t give me a different answer and I might not hear from one for 24hrs. I cannot live In the first floor property (policy) until there is carpets and the repercussions of this have an affect on the life of me and my child. I am appalled at the lack of empathy provided by customer service, the non caring attitude from the contractor service and overall, the quality of this experience. It is not worth the cheap / ‘quick’ prices and service they offer and I would advise anyone to NOT use online carpets.”
“Absolute shocking company to deal with, wish I had seen these reviews before placing an order,4 delivery dates and still no carpet, excuse after excuse, driver ran out of hours, van broke down, not got a clue how to run a business.AVOID AT ALL COSTS....”
“Appalling service. Told delivery would be Thursday - nothing came , then Monday, nothing came . No one calls you back, no-one is bothered. Still waiting”
“Would like to say how pleased and satisfied I am with my product. Arrived before estimated time. I will definitely be ordering again thank you online carpets.”
“I purchased 3 carpets plus underlay, have used them before. I was told that my carpet would be delivered last Wednesday ... It was not, then I was told Thursday -not, Friday -not, Saturday - again not! I emailed them, they told me due to driver illness! Ok but yesterday I was told me delivery will be here today - Tuesday, it has now been delivered....the three carpets are completely flat!!!! Obviously left in a van squashed. So if I lay them they will have obvious lines down them! Useless. I have emailed them again but with no response. No care for your purchase!”
“My family call my situation Carpet Gate! I’m only awarding one star as they did manage to deliver Both times quite quickly. However the first carpet arrived and it had a massive hole in the middle of it! I could only email the customer services and wait for a response. My carpet fitter left after fitting only underlay whilst I tried to sort out a replacement. Online carpets phoned me and all they cared about was had I cut the carpet. I hadn’t, so they said they’d collect the damaged carpet and send new one. The new carpet arrived. Courier arrives and refuses to take carpet as it’s not wrapped. My fitter arrived and we unwrapped new one together, only to find yet another hole and lines in the pile where it had delaminated in places. So now I have 2 damaged carpets in my house. Fitter leaves again. I email Online carpets, they reply asking same question, have I cut it? And again I explain no I have not. They email me back saying they will send someone to collect both carpets on Monday (it’s Thursday). So it’s today they were supposed to collect both carpets. I email for an ETA, they emailed back telling me a courier will need to collect them and give me the couriers number. I rang courier and they tell me I need to wrap them and they will pick up tomorrow. So I’ll be wrapping them in bin liners as it’s the best I can do. They won’t refund me until I send these back ! Fingers crossed I get one! Also no offers of good will ! I explained I called a fitter out twice and wasted his time plus I’m left with the chaos of furniture scattered all over house, two 4m carpets getting in my way and no carpet !! I’ll not be using this company again. Had they provided better customer care, I would accept that errors can be made but this lot just didn’t give a hoot at the stress they caused and were not helpful at all !”
“Unfortunately I didn’t read these reviews before I paid good money for 40sqm of vinyl.
All these comments regarding deliveries that go missing in transit are TRUE!
I was told that my delivery slot was a 3 hour window on Tuesday. It never arrived. I tried to call the company but they are not accepting calls. I emailed them and sent a message through their chat window. I was contacted back a few hours later by 2 different employees who gave me conflicting information. Neither of them could explain what has happened to my delivery.
I think I have been robbed. I will be going straight to trading standards and reclaiming my payment through the bank.
DO NOT USE THIS COMPANY!”
“They offer no warranty on any products ( I have this in writing) my carpet. 2 years old (light use) has worn so bad it needs replacing again! The previous lasted over 8years! And was only changed due to wanting a grey over brown.”
“Reported to trading standards.
Their big pull at the moment is delivery as normal in these uncertain times, which is why a lot of people, including myself are ordering from them.
Delivery was meant to be Tuesday. Waited in all day and heard nothing, rang online carpets advisor told me it may come tonight up until 7 but if not it’ll be tomorrow.
Wednesday waited in all day again and surprise, nothing turned up. Spoke to online carpets again, it may still come tonight but if not it’ll definitely be tomorrow.
Waited in all day again to ring online carpets who now inform me (only after I contact them) it was delivered to the wrong Courier warehouse So it needs rerouting so will be earliest delivery of Monday.
3 days waiting in for nothing with no communication until i contact them. They’re happy to pass the blame on to the courier as if they’ve done their side of the sale and nothing they can do if courier are busy due to covid etc. i understand it’s a busier time for courier with current situation, but why advertise business as normal when it clearly isn’t for a number of other customer as well as myself looking through your reviews.
Also booked my carpet fitter for Friday (3 days after original delivery as advised by their original confirmation email) who I will how have to cancel and lose £35 deposit.”
“The most dishonest company I have used and still regretting it. I placed my online and delivery was planned for 2 days later. My order did not arrive and after 4 days I sent an email asking for a update. A day later they called and I was told my order had been missed when loading and they would make sure it got dispatched the next day and I would receive it in another 2 days. This is now 7 days before I would get my order and I had fitters waiting. No good will offer and didn't seem like they cared. Two days go by so I ring them to check, they now tell me my order is missing in transit and it was dispatched 6 days ago??? I said that can't be right and explained what the last person said. Another two days and they call again to say they do not have anymore in stock and it's discontinued and offered a lesser product. I ask for a refund and they agree, I asked for a email confirmation which they said I would get, still nothing. It still felt like they didn't give a s**t. Stay aware from this company, a company like this doesn't really care about the customer”
“Been a dreadful experience so far have failed to deliver twice so far. Spoke to their customer service team and each time they can't arrange a delivery for the next day but put you to the bottom of the pile. No explanation as to why the delivery didn't happen. No callback from management. If they can't be bothered to phone back today I have asked them to cancel. Seeing that someone had to reschedule 3 times and no delivery this might have been sensible just terrible terrible customer service”
“Price rises during the epidemic explained away as;
‘increase prices of some products due to additional costs relating to European manufacturer shutdowns’.
The carpets are in the main British made and I’m unsure how a shutdown affects pricing, you either had the product in stock or don’t.
Pure scalping to take advantage of the current climate.”
“I need to leave a second bad review.
I had to reschedule delivery 3 times because this company is unable to sort out their deliveries accurately!!!!
3 times I stayed at home and waited and no one came.
I feel like this company is fake .
Has anyone ever received something from this company?!
All these good reviews must be fake!
I want a whole refund.
Stay away from this company!!!!
The customer service is argumentative and pretends they do an amazing job.
No guys, you do not !
I repeated myself over and over again to provide me with a tracking link.
I was assured they would do.
No 3 times in a row they did not!
The worst company I have ever had to deal with !!!
Dont but from this company”
“Excellent all round.
I originally went to Carpetright to get a quote and just on the off chance decided to check online on the iPad that night, I had never realised or even though of buying carpets online before that.
Anyway fast-forward a few days and Online Carpets had found what Carpetright had quoted me on (Carpetright had re-named it to prevent a price match, cheeky!) and had sent me a sample for me to double check.
I then went ahead with the order and placed it on their website at 11am on Monday, selecting the next day for delivery. That afternoon I was emailed a 3 hour time slot for the next day.
On the day of delivery I received a text reiterating the timeslot and I also received a call from the driver saying he had just dropped an order off and I was next which I thought was excellent. The driver then delivered the items, there was 2 carpets and 4 bags of underlay so thankfully I and my brother were there to help him with them. All of the goods were extremely well packaged, the carpets themselves were rolled around a central cardboard tube and wrapped thoroughly with tape and plastic to protect it.
We then got a local fitter to fit the items, he could not believe it when I told him how much we paid for the carpets, he said that was cheaper than he could get them from his supplier, unreal!!
Anyway after not even considering buying online for flooring I'm delighted I found Online Carpets. Same great carpets as the big names but for a fraction of the price, all in all we saved over £200 which includes having to pay for the fitter!!”
