“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!!”
“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 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”
“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!”
“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”
“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!”
“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.”
“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.”
“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.”
“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”
“Great website, easy to use and such a wide selection to choose from. I found the Customer Service Team helpful as I needed some further information before going ahead with my order. They were not taking calls at the time but responded to my email the same day and phoned me to make sure that all of my questions were answered. My delivery arrived just outside the timescales they quoted but the tracking had been updated by Tuffnells so I was aware. The carpets look great now they have been fitted and I cannot fault Online Carpets I would recommend them highly. Keep up the great work!”
“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.”
“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”
“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”
“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....”
