“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!”
“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.”
“Scam. Ordered on the 5th April. Courier has now had our order since 6th Apr. Just sat there waiting for collection. No delivery date and advised by Wilson Carpets Ltd trading as www.onlinecarpets.co.uk that I cannot chase delivery until 10 days, you heard it, 10 days after the order date. So project has to stop and just wait for an unknown delivery date... AVOID.”
“I ordered a Vinyl Floor for a hair Salon in plenty of time to get it fitted before opening. It was due to arrive 31/03/21. It wasn't here by the 7/04/21 so I tried to call Onlinecarpets, Only to discover they don't accept phonecalls and to message. So I messaged explaining I needed the flooring to fit in a shop that was opening on the 12/04/21 at 8am After 24 hours I got a message back telling me the courier couldn't find my parcel and they would try and have a look.
After me messaging multiple times they finally messaged me on the Friday before opening to tell me they couldn't find my floor and there was No chance of recieving a floor before opening and offered me my money back or a new floor no earlier than the 19/04/21.
So I had to find the money and waste a whole day trying to find a store that could supply me floor before the 12th trying to get a hair Salon open and refitted in this current climate is hard enough but the stress caused by this company was like nothing I've dealt with before.
The company is a shambles communication is a disgrace no regard for there customers.”
“order 5 diff sizes of carpet and had arranged delivery today 9.4.21 with order confirmation over 7 days ago. delivery turned up today but only 2 rolls on the van. Driver was confused and didn't know why not all on. Cannot call or leave message as have turned phonelines off as really busy. Had to email and nothing back yet. My fitter is due tomorrow and so far only 2 can be fitted. So far am really angry. Hopefully the rest arrives tomorrow.”
“DONT.....
ORDERED ON THE 15TH, I have received nothing, no carpet. I have emailed them many times and they just say it will be with you next week. First I was to receive 16th March then they said Wednesday 24th then late on 24th was told 31st then at 6.20pm on the 31st was told 8th april. I even contacted them on Monday to make sure it was arriving today and they said yes. I even got a text saying its arriving between 12.37 and 15.37 then at 18.20pm I get another email saying oooops we're sorry we forgot you again. Excuse after excuse. I am now £365.29 GBP out of pocket and also extra money I paid for someone to fit my carpet 3 times I let him down and he has now taken the money and ran. Unfortunately I paid him in cash so can't do anything about that. But I do want the money I paid in full for the carpet refunded eg £365.29. They keep making excuses and I have had enough.
16th, 24th, 31st
Once was understandable twice at a push but 3 times no I would rather pay a real company”
“COMPLETE SCAM COMPANY, DISGRACEFUL Carpet ordered 21/03 , delivered 24/03 600mm short, heavily creased & dirty. Phone lines not manned and online chat disabled can only email with 24 hour later reply. Eventually re delivery & collection ( by 2 different couriers ) arranged for Friday. Thursday eve no tracking for next day but cant get any contact so email , Friday am collection of damaged carpet but no sign of replacement. Answer to previous days email now states delivery of replacement was booked in error for 01 Sep ( 5 months later) can only email back but now cant get answer for 3 days because of weekend so I PLEAD that they call me to discuss as my house is littered with dismantled furniture from the room ! Matt calls Saturday am and all seems OK but Tuesday first possible day for delivery, he promises as he is warehouse manager that he will quality check carpet on dispatch. Tuesday carpet arrives however it now has a 1.5m x .5m line of damage to hessian base where carpet is not attached to it...... I ponder either I now try to contact again and return again meaning no carpet for at least another week ( Easter ) and a house looking like a disaster zone with elderly mum visiting for first time in a year or I keep and have fitted so the damaged area is under the bed which has to be the only solution in the circumstances.
This company is an absolute disgrace , there is zero way of contact they are selling damaged products that are unfit for use, they promise at every point but never fulfill anything. YOU MAY THINK IT LOOKED CHEAP AND GOOD VALUE BUT DO YOURSELF A FAVOR AND PAY A LITTLE MORE, STAY CLEAR & SAVE YOUR SANITY.”
“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.”
