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Carpetright UK Reviews

1.6 Rating 1,129 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

1.6

Based on 1,129 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 23%
Accurate And Undamaged Orders	Greater than 65%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Avg Email Response Time	12 minutes
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

0330 333 3444

Location:

Purfleet BypassPurfleetEssexRM19 1TT
RM19 1TT

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We received excellent advice on which floor covering was the most suitable for our kitchen and hall way. Our job presented some difficulties as it included two steps and a hatch so an experienced estimator was sent out followed by the actual fitter to assess whether the luxury vinyl could be used. The work went ahead and although the fitting took longer than originally estimated we were delighted with the luxury finish which made the kitchen so much brighter and cleaner. We have returned to order further of the same product to flow into the dining room. We received excellent customer service throughout the process by Braintree's manager Jennifer.”

Posted 5 months ago

“I purchased 2 mattresses from carpet right for which I paid over £1,000. I went to the store and explained to the store manager I am looking for something comfortable and good quality, i then looked at the comfort guarantee and informed the store manager I will buy the mattresses as they have 60 night comfort guarantee. The manager was more than happy to quickly process my order for 2 Bella mattresses, take the payment and give me the receipt. She did not give me any information about the comfort guarantee, even though she knew I was buying those mattresses based on that. After the mattresses arrived, I slept on them for 2 weeks and they were extremely uncomfortable. I then rang store manager and she told me the comfort guarantee doesn’t apply to me because I didn’t purchase the mattress protector from them. I was not told even once that the comfort guarantee is invalid if I don’t get the mattress protector from carpet right. The manager was only interested in doing a quick sale and taking my money and was very sneaky to take my £1200 but not tell me I need to purchase mattress protector because that would close of any routes for me to bring the mattress back for exchange. Absolutely appalling customer service when I tried to complain and my complaint has still not dealt with properly as I am being fobbed of every time I call customer service and I am being told I am not allowed to speak to complaint team. The store manager also told me several times, I ll get a call back. But i have received no calls. Please save your money and go elsewhere”

Posted 5 months ago

“We ordered a carpet on the 6th August from our Christchurch branch and was told it would take 2wks roughly to come in. On the 1st September I went into the branch and was told it would be in the head office warehouse on the 11th September . On the 11th September I went in to find out a delivery date and was told none in stock and didn’t have any idea of when it would be in!! The gentleman took my phone number and said he would call me today or tomorrow and find out what’s going on. He apparently couldn’t phone is head office and only email them 🤷‍♂️ The next day arrives and surprise, surprise no phone call. Eventually I got a call 2mths from when I placed the order to say it was ready for collection and my carpet fitter put it down for me on the 11th October. I still can’t understand why it took so long and would avoid Carpetright unless your in no hurry and want Zero customer service .”

Posted 6 months ago

“I recently had a highly frustrating experience with the New Malden branch of this company when I ordered a bed. The entire ordeal has left me extremely dissatisfied, and I feel compelled to share my experience. On the day of the scheduled delivery, I received a text message informing me that only the divan base was available, and the mattress was nowhere to be found. Understandably, this was incredibly frustrating as we had placed and purchased the order as a complete set. I immediately contacted the New Malden branch, and that's when I had the displeasure of dealing with their salesclerk, Georgie. Georgie informed me that he had only just received an email informing him of the situation. Frankly, I found this excuse to be diabolical. He further explained that the manufacturer had experienced delays in producing mattresses, which only added to my frustration. I requested that Georgie keep me informed via email about a new delivery date, and I was assured that he would do so. However, this assurance turned out to be empty, as we never received any updates from him. After two weeks of waiting and no communication from the store, I decided to follow up. Initially, I was promised a call back, but it never materialised. I then asked to speak to the store manager, but instead, I was put through to the deputy manager, Osman. My conversation with Osman was nothing short of a nightmare. He spoke rapidly and dismissively, making it difficult to communicate effectively. When I politely requested that he slow down, he became arrogant and obnoxious. He appeared disinterested in hearing our concerns about the delay and kept insisting that Georgie would call us back. Despite my repeated attempts to explain that we were no longer willing to deal with Georgie due to his lack of communication, Osman failed to grasp the situation. My husband eventually took over the call, asking Osman to send an email by the end of the day with an update on the bed's delivery status. Unfortunately, this request also fell on deaf ears. Frustrated and fed up with the New Malden branch's unprofessionalism, I contacted customer services to lodge a formal complaint. In hindsight, I would strongly advise others to steer clear of this branch, as both the salesclerk and deputy manager demonstrated a complete disregard for their responsibilities and failed to communicate respectfully or effectively. This entire experience has left me deeply disappointed and dissatisfied with this company.”

Posted 6 months ago

“Robert at the St Neots store offered appalling service and is a confirmed liar. I had three aborted visits where fitters turned up with the wrong carpet or didn't show up at all. He blamed the people who cut the carpet and then the fitters themselves, was impossible to get hold of on the phone and never answered emails, I had to drive to the store several times to try to resolve this. Like others I was offered a discount to calm me down (a small amount that didn't even cover my fuel and phone calls), however he then stopped answering my calls. I went to the store in person however he suddenly disappeared from the shop floor and some guy called Stefan claimed Robert didn't work there anymore and offered to 'take a message' (a message for who, you said he doesn't work there and that there were no notes on the system about any of this). He was obviously covering up for him and similarly showed no interest in the problem and avoided eye contact and kept walking away. The store closed anyway so I've got no chance of getting my discount now. It took months for a basic carpet fitting. I tried customer services but they're similarly evasive and a waste of time. Worst form of company, the store fronts, workshop and fitters are all completely separate entities so you can never get an issue resolved. AVOID!”

Posted 6 months ago

“I feel I was ripped off was only shown 2 underlays both were the most expensive. Our Carpet fitted who used to work for them supplied the underlay cheaper but they would take the underlay back even though it was unwrapped. The women was very obnoxious and said no company policy. She said sell it on eBay”

Posted 6 months ago

“All very helpful when buying products, but once you’ve parted with your money, there’s terrible after sales service. We were waiting months for the laminate to be fitted. The fitter did a good job, but used aluminium fittings when we’d paid for brass, so the strips stand out against the brown background. I rang the Bury St Edmunds store, to see if I could get the brass strips that were detailed on our quote, or be refunded for the cost of them, but got no answer. I emailed them twice and got no reply. So I phoned the main (National) customer services who said they’d get Bury St Edmunds branch to contact me. But they haven’t. Waiting over a month for a response now.”

Posted 6 months ago

“Placed an order for fitted laminate on their website in early July, told 2-3 weeks for the flooring to arrive and then we would arrange fitting. Rang their call centre to chase end of August to be told the order had 'gone nowhere' and that they would 'push it through'. Chased again end of September, told the order had still not been processed. Was transferred to my local store who said that orders on the website never worked, never got sent through to the local store and that it was a known problem they were 'working on'. Rang the call centre again to request a full refund. They said this would have to come from the local store (the same local store that had never received my order....) and that the local store would contact me. There was no apology at all and the operative sounded completely unsurprised by my experience. It's now the next day and I am still waiting for a call. I will go into the store this weekend if needs be. I will never do business with Carpetright again whatever they promise!”

Posted 6 months ago

“I had a terrible experience with carpetright, cancelled our fitting date with 12 hours notice 2nd time they have done this. I tried to complain and It took two complaint forms 3 emails and a 40 minute phone call in which apparently I was first in the queue (I gave up and put the phone down) finally got a reply via email saying that dates given were provisional even though I have an email confirming delivery date and the manager in the Wolverhampton shop told me she would let me know if the fitting date changes for any reason (she didnt). I have had my whole house, over the years, carpeted by Carpetright and because of the terrible service from the shop and the diabolical service from their so called customer service I will never shop there again and encourage my friends and family to do the same. To say I'm annoyed with them is an understatement. Sort yourselves out Carpetright😠had to give 1 star if I had my I would have given zero stars.”

Posted 7 months ago

“Fitters Hamid and his team did a brilliant on my dining and passageway area..hard working..job done...Happy”

Posted 7 months ago

“I was to have my carpet fitted on the 14:08:2023 there phone me on the Thursday to tell me there give my carport to someone else and I am still waiting it’s now the 8 of September and still no word from the company will never shop with them again”

Posted 7 months ago

“Awful after sales service. Purchased a bed that arrived with parts missing. After numerous phone calls and in person visits to Carpetright they did nothing to resolve the situation. After 6 weeks of getting nowhere with them we called Sleepeezee ourselves and explained the situation. The missing parts arrived 2 days later. The next day Carpetright called us trying to pretend they had sorted the issue themselves. In future I will take my custom to a small independent trader who will appreciate my business.”

Posted 7 months ago

“Such a terrible experience with Carpet Right. They sent fitters who were rude and insulting to me damaged a door frame, took a chip out of a brand new skirting board and left more than 5 marks on our freshly painted walls. They also left a huge wrinkle in the hall, didn't fit the carpet up to the edging and didn't even covet the full stairs with underlay. It took months and another store to make amends to the carpet, but we were left paying for and covering up the wall damage ourselves. Such poor service and communication- I would never recommend Carpet Right”

Posted 8 months ago

“Totally dissatisfied with the lack of customer service and communication. Dealt with the Hove branch. Complaint still ongoing since 4/7/23. DID NOT WANT TO LEAVE ANY STARS. BUT HAD TO LEAVE ONE TO BE ABLE TO WRITE A REVIEW? 😡 Once they have your money they do not want to take responsibility for anything that has gone wrong. I am shocked at the total lack of customer care and lack of professionalism. Do not use these people. I will not be using them again and will ensure I let everyone know about my bad experience.”

Posted 8 months ago

“Bought 2 carpets , from Worcester branch, very good quality, and value, excellent and professional service from Victoria sales lady”

Posted 8 months ago

“Told carpet fitters would arrive between 8 and9. No or turned up. Phone store to be told they don't give times so basically calling me a liar. Won't be using them again and will make sure family and friends are informed.”

Posted 8 months ago

“Excellent service from Clive. No pressure. Good sound commonsense advice. Would recommend 👌”

Posted 8 months ago

“This company is misleading customers on many fronts and not delivering the service. Misinforming customers in the shop ! Please train your staff well and do not mess around with people. 20%of on line for the products and charging full price in the shop!!!!”

Posted 8 months ago

“The staff plus carpet fitter are a credit to there profession for the outstanding service I was given at the Holloway store . Especially Peter who answered all questions and helped me make the correct choice. Thank you all especially Peter”

Posted 8 months ago

“Visited Stockton store today for the first time in a long time. Lots of vinyls/prices to choose from. Staff member Stephen very helpful (without being pushy). Bought what we needed without any complications. Very happy with service/quality.”

Posted 8 months ago

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Carpetright UK is rated 1.6 based on 1,129 reviews