“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”
“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”
“Paid £15 for a saturday delivery as I could not get off work...sorry say online carpets customer service on the saturday it's not coming until monday..I'm at work monday oh well say online carpets try again for following saturday.. really..christmas with bare floors!! And an attitude that doesn't care..so refund and I will take my business elsewhere ..no bleeding stars im livid!”
