“I was lied to and told if i bought 50m2 of carpet & underlay they would fit it for a good price...ordeted carpets but no mention of fitting them so having to retirn as i do not have the tools & have lost my new house as i cannot carpet the flat....please do not do business with this company...i am having to seek legal action as i was brutally lied to but they were happy to help me buy 4 carpets & kitchen vinyl, underlay and door runners....”
“I ordered 2 pieces of carpet from Online Carpets
The Delivery driver delivered only 1 saying the other was cancelled from his list
I contacted Customer Service who said they should have let me know it was cancelled
No explanation as to why they hadn’t! Or even why it was cancelled at all
I’d emptied my bedroom to have it fitted that day - I explained I didn’t have a bed to sleep in as all the bedroom furniture was emptied into the second one.
When I asked to speak to a Duty Manager I was told this would only be within 48hrs!! (Really?)
I’d hoped they could deliver later that day due to their mistake and my situation but no consideration as to the situation they’d left me in whatsoever and to add insult to injury I was told the other piece would only be delivered within 2-3 days
They have my money so obviously there’s nothing I can do but accept the situation and make others aware of what an inhuman, disgustingcompany this is who are totally unhelpful or understanding of the appalling situation THEY have left me in”
“Spent over £1500, order delivered without the much needed carpet grippers. Delivery driver outright lied to my face and said they would be delivered next day as they were out of stock. Surprise surprise no delivery of carpet grippers. Contacted them by email - they weren’t even aware they were not delivered and when asked if they can send these out with next day delivery (as I’d booked time off work and arranged a carpet fitter) they said they’re “unable to” and the best they can do is 2-3 days for delivery. When I pointed out this is their error and the fact that if I hadn’t questioned the delivery driver I wouldn’t have ever got my grippers, their response was the same. They’ve not even tried to rectify their mistake by sending them out next day delivery - because let’s be honest - they could but they’re not willing to. They also said they hadn’t realised that the grippers “weren’t loaded for delivery” so they are liars all round. The customer service team and the delivery drivers. Customer service awful, can’t be bothered to even put their errors right. Won’t use again and won’t recommend.”
“Selling stock they don't have then trying to get me to pay more to actually receive an alternative.
Put the order on hold without notifying us.
Promised a delivery date and they did have the stock afterall. The only way the carpets would not arrive was if a van broke down I was told.
Day before this date order put on hold again, although at least they told me this time. Apparently they didn't have stock.
Told me to switch to a different worse carpet from the looks of it for the same price.
Staff clueless and unhelpful to the point I'm fairly confident they are having a laugh about it behind our backs.
Our deadline now failed and plenty of additional costs racking up which they seem to be sure they won't be paying for.
But they were happy to insult offering £1 per square meter maximum upgrade for an alternative to supply what they sold us.
I can only imagine perhaps they had a customer they preferred who has our carpet. If you don't want to wish you'd never made a purchase in my opinion stay well away.
Not just a moan, I honestly can't believe they keep these staff who don't care in the slightest to sort out an issue they caused for a customer.”
“One email from online carpets with tracking number and asked for help for the driver on delivery.The email said out for delivery within 3 days. Only online carpets where not delivering the carpet. So was that 3 days till the company that was delivering it got it or 3 days till it arrives at my door. The tracking number did not work! So am left in the dark not knowing when or where. Only with it being kids holidays did i get my carpet. In this day and age with all the moden tech I find this unacceptable. Online carpets blaming the delivery company. Absolutely disgusting!!”
“Their website said I would receive my carpets in 2-4 days. The next day I received an email saying they couldn't deliver it 9 days. Not ideal when you're moving into a new house and have nowhere else to go.
Just go to Carpet Right, you'll save yourself a lot of grief.”
“I ordered a 4 metre wide carpet for my living room, waited all the Easter holidays for it to be delivered. It was 2cm short of 4 metres, so I rolled it up and contacted them for a replacement. Waited another 4 days for the replacement, and it was exactly the same width as the other one. When I contacted them, they told me it was industry standard for carpets to be less than 4 metres wide. If I buy something I expect it to be as advertised, I would not have bought from them if I had known. They said they have a disclaimer on the website explaining this. When I buy something I look at the product description, not a disclaimer somewhere else on the website. I bought carpet and underlay for my whole house, the rest were all right because the rooms were smaller, but the one I needed to be right was not. I got fobbed off with excuses. I wouldn’t buy from them again. Their customer service is non existent, with rude and abrupt people obviously trained in denial tactics.”
“Decided to buy a stretch of carpet which I planned to take to the shop to get cut and bound into 2 rugs. The carpet arrived poorly packaged and the delivery driver decided to drop one end straight into a puddle in front of my house. I only realised this after I dropped this off at the shop to get cut and checked my Ring doorbell. The water damage was so bad the backing of the carpet was cracking and peeling away, and essentially became useless.
I sent lots of photos of the damage but all I got offered was a pitiful £20, and they tried to say because the carpet was cut. Makes no sense as the whole thing was water damaged down the one side so couldn't have been sold again whether it was cut or not anyway!
Not good enough for a £200 stretch of carpet.
Stick to actual shops people rather than these online cowboys with appalling customer service. Have had to escalated to my credit card company”
“I ordered the carpet and underlay two weeks ago. The underlay came the next day but the carpet didn't. I contacted this "company" twice with no result. After the last conversation, I was contacted by a suspected scam number telling me to arrange the return of the carpet . I'm shocked... what carpet! I think I paid an underlay at the price of the carpet, and now they want to get more money for the return of what...”
“I am disabled and have just had my carpet delivered by the rudest most unhelpful delivery man ever,I was going to carpet my whole house with these people as carpets seem good and ordering was easy but never after the experience I have just had with there delivery driver, the man should not be working there as obviously hates his job”
“**Warning** They invite only good experience customer reviews on Feefo and bribe customers with gestures of goodwill if they change there reviews to higher scores on Trust Pilot****
The worse customer service I have ever endured.
I’ve held off writing a review as I was hoping for a decent resolution but there’s no chance of that. I’ve been ignored for 3 weeks since my initial complaint. The proof of this is that according to Ashley they don’t have any record of my initial complaint, I do, in writing. To begin with there were responses but ones which lacked any understanding and which completely ignored my explanations.
Then what followed was just under 2 weeks of radio silence whilst I was waiting for a resolution from them, so I decided to call them.
I’ve been patient to date but after the phone call today with a girl called Ashley I completely lost all patience due to her defensive attitude, her lack of helpfulness, understanding and the fact she flat out called me a liar multiple times. She also said this case was nothing to do with customer service, a silly thing to say when a customer is calling customer services about the lack of customer service?
Unbelievable lack of respect for a customer who is clearly upset at being left with a £400 carpet which was damaged on delivery. They have attempted to blame the fitter, the manufacturer and now myself for the situation they have caused. Crazy!
Do not order from the company if you are on your own, if don’t have strength to lift a carpet, if you don’t have a kerbside/garden, if it’s raining where you are or if you don’t have a flat space to store your carpet until it is fitted.They don’t cater for you.
Good luck if you find any damage after the carpet has been fitted because they don’t care.
Read every inch of the T&C’s and small print, they have their backs completely covered and an army of defensive, rude and insulting customer service reps to ensure the customer is left upset and out of pocket.
READ the bad reviews because if your order goes wrong they have no idea how to fix things, all they do is blame and accuse!”
“Great service ordered 10pm sunday arrived 10am tuesday, 75% cheaper than the big carpet companys you can buy off, mind you alot of them change the name so you cant price match aswell.”
“Incredibly unreliable with delivery, we were messed around and had to wait in multiple days for deliveries, for them not turn up, with no explanation, every staff member said something different (I don’t think any of them knew what was going on). If you’re in any kind of rush or can’t afford to be waiting at home several days before actually getting your carpet i’d advise paying a little more and going to an actual shop.”
“Flooring turns up in Thin Black Bin Bag material , flooring is damaged and dirty.
Offered goodwill gesture only if I change my feedback on Feedo review site.
Appalling company and service !!!”
“Absolutley horrific experience,
They tell you it's being delivered 3 days we sat in the house waiting for this non existent carpet. Finally called and got through to Freya, well, what an experience. Absolutley obnoxious woman, didn't give you the chance to speak and talked over you when you tried. Nathan said he would call me back and didn't. Spent half the day on the phone trying to get our carpet delivered. When requesting a refund Freya caused me of lying about not having it delivered and refused to allow me to speak to manager. Never again will I grace this company with my hard earned cash. Disgusting service and disgusting colleagues. Constant lies, van broken, driver sickness, failed delivery. Avoid with all of your soul”
“This total shower of **** have left me with no carpet having now missed 2 deliveries - I've taken time off work and had to have people here to help as they say they only do curbside and you need to move it yourself, I've had to cancel a fitter twice and all they can say is "human error" is the reason they didn't deliver and didn't even bother to let me know they weren't coming! First time apparently the driver didn't even realise that it wasn't on the lorry and second time it wasn't even ordered let alone put on for delivery despite them phoning me to say it was coming! You'd have thought having let me down so badly they'd go above and beyond to help, but no! Now I have to wait until at least next Wednesday .... who knows if it'll arrive then ... I dare not book another fitter and pay another cancellation charge. Meanwhile I have a party for my birthday this weekend, seeing people I haven't been able to see for more than a year and no carpet .... brilliant.”
“Wet and mouldy carpet. They told me this was my fault and refused to investigate my complaint. They delivered it and entrusted them having received a sample and read good reviews and didnt have the space to unroll it until install. It was stored in an integral dry garage for ancouplenof weeks only until my installer could arrive. Nothing else in the vicinity was damaged as depicted in photo and yet the carpet was soaking wet and mouldy when unpacked as depicted in photo. They refused any assistance and insinuatedninwas a liar. Good luck if you buy something from these cowboys.”
