“Atrocious company! From start to finish they have been atrocious to deal with. I have lost count of how many lies they have told me.
Claimed they had tried to deliver and no one was home, I have a camera on the door and no one ever tried to deliver. I spent 25 minutes on a horrendous customer service call where they told me it was my fault! Changed there tune when I pointed out I had a camera and then said the driver got lost! 1 week late to deliver, Never delivered inside there 3 hour slot. Still waiting for someone to call me back from last week as they won’t deal with the complaint until after the extremely late delivery is complete. The carpets themselves are filthy and look like they have sat outside for days. I won’t ever use again. Dreadful from start to finish.”
“It is not often that I take the time to write a review that is not positive, but I am so disappointed in the level of service I have received from this company.
The purchasing of the lino was simple, they have a great selection and the quality of the lino is good. They originally sent the incorrect lino which was a completely different pattern and shade, however apologised and said this was a miss pick from factory. Absolutely fine with this, mistakes happen and user error is always a possibility, so they agreed to do an exchange for the following week. Once again incorrect. I contacted them again and was met with an apology, and they agreed to send out another one. A week later, this arrived, once again incorrect.
Ok, so they were having trouble with this lino, so I thought there is another one which would work, would you be able to send this out instead. They agreed, promised they would go down to the warehouse and double check. One week later, the correct lino arrives, only it was completely the wrong size! Not great. Once again, asked if they could send out the correct one, they apologised and tried again. They assured me this would arrive on Friday…it arrived Tuesday with no apology. I even checked on the chat the day before and they confirmed!
The customer service team took over eight days to contact me, and that was only with some prompting, and then proceeded to tell me that I was lucky to be offered more than 10% compensation!
Very disappointed.”
“Avoid at all costs.
Delivery was supposed to come last week, 7am-10am.
Driver called in sick, they didn't tell me until 10:30am when i contacted them.
Delivery will be out Monday 7am-10am.
10:30am Monday - Contact them again. oh sorry it wasnt loaded. it will come on Wednesday 7am-10am.
Flooring arrives Wednesday at 3pm.
Completely damaged flooring, carpet frayed, underlay slightly damp with an odd smell.
DO NOT SHOP HERE. it's not even cheap.
Awful company. 0/10”
“The ordering of samples and carpets was easy. The actual process of receiving your carpet leaves a lot to be desired.
I was given a timeframe for delivery which was confirmed the day before it was due to arrive. The day arrives, the time slot ends and still no carpets. After chasing I was advised the driver couldn’t find my address so rather than calling me for assistance decided to go to the next delivery instead.
When you want to complain, there are conveniently no managers around, the complaints department has to be chased for responses, you’re given conflicting information by the customer services team. Apparently not all of the drivers have phones (let’s hope they’re not involved in emergencies)! And worst of all they don’t try to get your carpets to you the next day, you have to wait another 2/3 days before they attempt delivery again.
The second delivery attempt I was reassured that the driver was given extra information to find my address. He hadn’t been but luckily this driver had the common sense to call for directions.
Avoid at all costs if you value any kind of smooth delivery and helpful customer service.”
“This one star is purely for the cheap attractive online price. Because that’s all you’ll get, an online carpet that never gets to you!
Ordered it for a business property, needed a quick decent flooring and an express delivery was fundamental.
Paid extra for express delivery, received confirmation that delivery was 2 days later with a 3 hrs slot, ideal! Prepared everything and waited 4 hours.Then called up the customer care to check status to then being told that our delivery had failed!!!! Driver ‘attempted’ but the address is in pedestrian area with nowhere to park.
Driver didn’t even call!
This property is in Windsor high street, at a corner with another road where you can park. I just wondered if all these shops on the high street get delivered big items by the magic of Harry Potter??
Office was clearly unhelpful, couldn’t get the driver back, driver wasn’t answering, transport dept wasn’t answering them, needed to check his log call to see if he had called and many more excuses.
And wait for it, because it’s a Friday and they don’t deliver on the weekend I wasn’t going to be told anything more until Monday! That’s a full weekend of no works in property because of this delay, major impact for us.
Manager couldn’t care less to call me until the Wednesday after, and by then I had managed to get my flooring by next day delivery with ‘Floor to your door’ on the Tuesday which is also the day I called up and cancelled the order with this idiotic company.
Please do yourself a favour, save time not money and spend a little more with a proper flooring company. Because ‘online carpets’ is a circus run by monkeys”
“Joke of a company. Customer service is terrible! They are rude and abrasive, like to talk over you even though the error was on their end! Ordered carpet money taken, order confirmed then get a call telling me they don’t have the carpet in stock. I change to a colour I didn’t want and given a delivery date. Then I get an email telling me my order is on hold and they can send me half a carpet with no idea on when the other half will be sent!”
“Can't recommend them enough. I order loads of samples as we wernt sure on colour. The qualities are all different but that is why we ordered more. We found one that we loved so we ordered it. It came and it was amazing. The carpet fitter even commented on how good the carpet was and when I told him the price he was shocked. If I went anywhere in the shop for the quality I got I would be paying £40+m2 where as we paid £21.49. I would recommend that you go through and order loads of samples, you can odered 6 at a time but there isn't a limit on how many time you can order different ones. The deliever took about a week. The only thing that I would comment on it that when it gets delivered there is only 1 person. And it's a 5m carpet. I couldn't just leave the carpet in the hall way for wheelchair and I had to help him as small female to move it on the stairs. But other than that 100% recommend. The carpet shop wanted £700 just carpet. I got carpet underlay and fitter for just under £500! And far better quality from here.”
“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.”
