“My joiner ordered laminate flooring from this company and paid for delivery. Unfortunately they only employ a driver and no other employee for delivery purposes. Due to this they wont deliver upstairs. The flooring was left at the bottom of the stairs and I had to pay independently to get it taken up to my flat.”
“0 star
I ordered a carpet from OnlineCarpets and had it professionally fitted, only to find it was the wrong one. I contacted the company immediately and referenced my rights under the Consumer Rights Act 2015. They agreed to collect the wrong carpet and deliver the correct one.
A week later, the driver arrived and refused to take the wrong carpet, insisting I had to wrap it myself in sellotape and bin bags. I am physically unable to roll and package a 5-meter fitted carpet. The driver then left the correct carpet and took nothing away.
Customer service and the manager insisted I was responsible for packaging, even though this was clearly a company error. I am now £300 down, plus £80 fitting fee, with a carpet stuck on my stairs that I cannot move.
Avoid this company. Their handling of mistakes is poor, their customer service is unhelpful, and they fail to honor consumer rights.”
“I am not one to ever write reviews, and certainly never negative, but if my review helps others avoid this terrible company then it’s worth it.
I cannot explain how bad my experience with this company was/is. Would give it 0 stars if I could.
I ordered some samples of carpet, most of which were of terrible quality so thin and threadbare, whereas one was decent enough so as it was so much nicer than the others we decided to go ahead and order. We used the QR code on the back of the sample to ensure we got the correct carpet when ordering and ordered around 60sqm of the carpet costing hundreds of pounds.
When our carpet was eventually delivered I could see straight away it was not the same as the sample - the quality was significantly worse the colour was different and it was just so threadbare and cheap looking. We immediately contacted customer service and said we have received a different carrot to what we ordered and sent pictures of it compared to the sample we ordered from - luckily we kept it!
After some to and from they admitted that the sample that they had sent to us was mislabelled for a significantly more expensive carpet than the QR code on the back of the sample linked us to and that if we infect wanted the carpet the same as the sample (that we thought we were ordering!) it would be an extra £626. We were so annoyed as we had already booked our fitter and resulted in hundreds in cancellation fees. After some more complaints to a frankly unhelpful customer service they said we could have the right carpet if we paid £500 more. We didn’t accept this and so are still waiting for our refund for the carpet for their error!
I just cannot believe how bad their customer service has been even when they admitted it was their “mistake”. They have been very unsympathetic, very uncompromising and extremely unhelpful. I just think it’s so convienient they sent one good quality sample that led us to making an order with them and then it turned out it was “wrongly labelled” and a significantly worse quality one was delivered. If we hadn’t kept the sample I’m not sure we would have been believed. I feel I have been scammed, I’m hundreds out of pocket for a fitter and still waiting for a refund of hundreds the carpet for carpet for their error.
Long review but if it puts one person off this terrible company then it’s worth it!”
“I ordered a carpet in a standard 4m width and 10ft (3.05m) length, but the carpet supplied was short at only 9ft9, meaning it did not fit the room as ordered. I received the carpet on the 4th August 2025 but only just attempted to fit it on 17th August as I had another room to do before this one. I did not notice the undercut until I had already started cutting the carpet to fit the room.
When I raised this, the company stated they would review CCTV footage from the cutters’ room but I have yet to receive any update on this. Instead, the blame has been shifted on to me and the focus has been on the fact that I have already cut the carpet and this apparently limits their options to resolve the issue although it is them at fault! They have not taken any responsibility for cutting it too short.
I am still in ongoing correspondence with the company, but as of yet they have not provided a satisfactory resolution. Very disappointing, as ordering from a carpet supplier should give confidence that the measurements will be accurate and customer service will resolve genuine issues.
I am now £60 down with a carpet that does not fit the room and a child with no carpet or furniture in their room because of this company’s error. Currently left in limbo waiting for their responses (which are not quick).”
“Won't be ordering from this company again have had to ask my bank to try get my money back as waited long enough for a non existing carpet to turn up...”
“Emailed the office to ask not to ring me as I am on holiday in Spain. Supplied them with my carpet Fitters number so he could take delivery. Notes made for 8am delivery. Tuesday morning while in Spain on holiday I get an email a text message and the driver ringing me at 06.40am to tell me he will be with me in 25 minutes. Not pleased. No one is capable of doing a simple job anymore.”
“i accedntly orded to my frends address 275 miles away and they refused to talk to me and her as it was in her name and address as delivery and the card was used was mine told us to be together yh I'm just going to travel from kent to leeds they then said the will send an e mail to confirm that they are canceling it still nothing”
“Been waiting for the correct colour to be delivered for over three weeks. The wrong colour grey has been delivered three times, along with two different shades of brown that were mean to be the same colour. Customer service don't seem to read the email trail before replying so the answers are basic and often unhelpful, and staff don't appear to communicate with one another.
It's been a stressful, disappointing and costly experience so far, and it's still not resolved. Not even been offered a gesture of goodwill at any point to cover out of pocket expenses involved. I'll be speaking with Trading Standards in the new year. Unsurprisingly will not be a repeat customer!”
“Useless company.
Standard big online company with no customer care. Paid express delivery and received goods. Only less than 1/3 of the underlay was delivered (my partner wouldn't know what 50m2 of underlay looks like)
Complained to customer services who state the best they can do is 2-3 days further although this was no fault of anybody but generation flooring/ online carpets.
I tried to explain to the very polite customer services that I have booked time off work and organised a fitter (once delivery was made), only for me to come home and realise that we were way short of underlay.
I was given the usual nonsense about 'it's out of our control' or 'we can only work with the resources we have to hand'
I run a small company and if I underdelivered to a paying customer I would take the hit and pay for a courier to rectify the situation the same day. There is absolutely no excuse.”
“Avoid this company, their carpets are of very poor quality. They will lie and try and make you or your fitter responsible for their rubbish of a carpet! They are awful company to deal with. I have never been insulted so badly in my whole life. Will be taking this further with authorities. Don’t waste your money ,go to reputable carpet sellers !”
“Terrible customer service, terrible delivery service avoid this company unless you wish to wait around for deliveries that don't come and poor customer servive”
“I had placed an order with this company and half my order didn't arrive. 6 packs of laminate arrived not 16, and 2 strips of beading not 20. I was told both were human error and was misread in the packing centre, but no attempt made to rectify the issue in a timely manner. Customer service on the phone were rude throughout and stopped responding to emails as soon as the issue arose, but were very quick to respond when sending me invoices!
The delivery driver told me the packing dept are useless and always making mistakes, and also told me the delivery drivers are advised to mark a delivery as missed if the customer doesn't answer after the first knock so they aren't delayed on their route.”
“Placed an order , and was told delivery date and time waited all day no delivery, when I called up it took them another day and a bit to give an excuse that it hadn’t been loaded , and then said it should be back out in 5 days or so, no apology, no real care or genuine compassion, and now I am still awaiting a refund. Terrible service , stick to the little high street shops much more reliable and caring”
“AVOID AVOID! I had to argue with them that 2 mtrs was not wide enough as I needed 2.25 mtr, anyway in the end they convinced me I only needed 2 mtrs. So they then send me the complete wrong size as I explained, they then cut the other roll the wrong way too... absolute joke and they still don't understand mathematics. Save yourself the stress and order from a different company”
“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.”
“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”
