Carpetright UK Reviews

Name: Carpetright UK
Rating: 1.59

1.6 Rating 1,129 Reviews

13 %

of reviewers recommend Carpetright UK

Company Reviews

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Metrics

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

“Terrible. Paid 5wk ago. No updates customer does chasing. Beading still not in.”

Helpful Report

Posted 8 months ago

“I had first class service both in the Cheltenham store (Andrew and Shaun) and with the home measuring service (Shaun). I was very pleasantly surprised and cannot fault them at all. Both Shaun and Andrew offered sound advice, went out of their way to help me and were very professional at all times. I am very pleased with the price I paid and hopefully the carpet will last for several years. I would highly recommend.”

Helpful Report

Posted 8 months ago

“We wanted carpets for our stairs and landing and new flooring for the bathroom. Alex at the Llanidloes store was very polite, helpful and extremely professional he made the whole experience very easy for us. Since ordering the follow on Customer Service has been very encouraging. Thank you Carpetright, can somebody please find time to contact Alex and convey our thanks?”

Helpful Report

Posted 8 months ago

“We have been waiting for four weeks for a cheque from Carpetright as we were over charged. Still waiting…. 😡”

Helpful Report

Posted 8 months ago

“I had a complaint about my carpet so I complained to the manager first then when he was fobbing me off went to customer services to keep phoning them up as they never replied to e-mails only to be given someone called Samuel who would look after my case,after about a month with him on my last call chasing him up only to be told that bad shading on my carpet was my fault for ordering this carpet but after reading the terms and conditions I find that if you order in store you can't cancel so now I have a carpet that's not fit for purpose that carpetright customer service say its hard luck and its my fault but what I did notice is you don't get the paperwork you signed back but a new receipt they print out and put in a wallet after only telling you the name and size you order but don't tell you anything about shading as I have been a customer for years I find it really shocking the way they now treat there customers and how they don't care about there name since its been under new management”

Helpful Report

Posted 8 months ago

“Damage was caused to my wardrobe moved by the fitters, they of course deny the damage, Carpetright have no interest in my complaint and have told me it is between me and the fitters (as stated in their t&c's), which you are not made aware of at time of purchase instead pushed into using Carpetright fitters as part of the transaction, what a disgraceful, misleading way to run such a huge company, I would advise everyone to go elsewhere and not give them a single penny of your money or a single second of your time!!!!!!”

Helpful Report

Posted 8 months ago

“Fitter should have phoned in the morning with an approximate time. Heard nothing so phoned store and was told it would be 5pm. He still hasn't arrived. Told the store to deliver carpet and I will get someone reliable to fit. Carpet Right got their money upfront then don't care.”

Helpful Report

Posted 9 months ago

“Not happy carpet right sold me a 4foot 6 mattress but when it arrived it didn't fit our bed frame because it was 4 foot 4 inches complained 6times but they said it was in tolerance how come it's never over tolerance they don't want to know carpet right carpet wrong l feel robbed”

Helpful Report

Posted 9 months ago

“1st bed damaged. 2nd order only mattress sent. No calls or compensation. Have to constantly chase people. Avoid!!”

Helpful Report

Posted 9 months ago

“Excellent service from Katie, very efficient and knowledgeable about products. I always use carpetright and never had a problem with them.”

Helpful Report

Posted 9 months ago

“Pressure Selling and Fraudulent trading by Liverpool Aintree store. Breach of Consumer law 2015 work not conducted with reasonable care and skill. Mixed supply and fit contract Measured two steps and invoiced me 11 square meters. I queried and the girl told me steps were awkward. I established from carpet fitter and 2 other carpet companies confirmed there is only 6 square meters and carpet right had invoiced me 11. I asked for a refund the, carpet has not yet been delivered and the Aintree manager has refused to give a full refund. Avoid buying from Carpet Right or you will end up losing money and poor quality carpet. I was also ordering hardwearing carpet for the Lounge due to bi folds leading to the garden and asked the sales guy if the high pile Alabama was hard wearing, he replied yes it was. I later established it is not hard wearing hence not fit for purpose for this area and will look like a rag in a few months. I asked for a refund and the Aintree manager refused to provide a full refund.Carpets have not been delivered. Alabama carpet - only requested a quote, the house had been left uninhabitable by rogue builders and was clearly not ready for carpet for a long time. I requested a hard wearing carpet for high traffic area the bi fold room leading to the garden. I received a sample and to quote they sent a guy from Aintree to measure. Received a follow up call from a lady telling me I needed to give my card details now as the offer was a limited time and prices were going up, this would hold the price regardless if the house would not be ready for a long time. Now I am looking at carpets I checked the sample with a carpet expert and this is extremely poor quality not fit for purpose, low density and will crush. Under the warranty and consumer law Goods not fit for purpose I requested a full refund. The Aintree manager refused hence I am now in dispute to get my money back. After the response below telling me someone would call me back, they did and told me they would not refund my money for Alabama”

Helpful Report

Posted 10 months ago

“Ordered a bed mid August 2022. When it arrived mid September, they'd only ordered the headboard. Took weeks to get the actual bed - meanwhile my son was sleeping on the sofa. No apology or attempt to refund, until I complained. It has taken over 9 months to get a ridiculous amount refunded. No one answers the phone. No one calls back.”

Helpful Report

Posted 10 months ago

“Ripped off by Carpet Right Aintree. Came to measure 2 steps and told me I needed 11 square meters, I queried this as there is only 2 steps this sounded a lot, the girl told me steps are awkward.They took my money £450. Four other carpet companies confirmed there was only 6 square meters they ripped me off. I asked about a high pile carpet Alabama if this was hardwearing they told me yes of course, happily took £585 from my account. I since established this is not hard wearing and will look like a rag in a short time. I have not had either carpets delivered and they refuse to refund my money”

Helpful Report

Posted 10 months ago

“Customer service is absolutely atrocious. Once Carpetright have your money they DONT WANT TO KNOW AVOID AT ALL COSTS”

Helpful Report

Posted 11 months ago

“The young man in the shop was excellent at his job but the fitters are the worst 1st time didn’t fit carpet properly so had to come back 2nd time the guy came to do laminate flooring in my small hall it took him 7 hours and he tried to steal the pack of flooring that was left over….3rd time 2 guys come at at 2 one leaves at 2.15 to get more under lay as they forgot it ???? Huh!!!! He comes back at 6.45 pm what a joke I will never use this company again and will make sure I get this out to my people because this company is running clown ting”

Helpful Report

Posted 11 months ago

“Excellent and very professional. Great atmosphere znd great deals”

Helpful Report

Posted 11 months ago

“This morning I went into the Trowbridge branch. There were 3 assistants at desks spread around the store. I was TOTALLY IGNORED. The assistants were chatting between themselves and one was fiddling with his phone. Nobody had the manners to say good morning to me. I was looking for carpeting for my hall stairs and landing and I would have asked for advice on suitability for the stairs and for wool content. I didn’t feel like asking for advice if they couldn’t be bothered with me. Appalling customer service. I shall go elsewhere.”

Helpful Report

Posted 11 months ago

“Great carpet, great salesperson who understood my requirements perfectly. showed me the proposed layout, which had a butt join in our passage exactly coinciding with a kitchen doorway (not an ideal situation) She readily agreed an alternative plan. Also, because the same carpet is used in three rooms from the passage there would be no need for threshold strips there. She said no problem to any of these requirements. Then the cowboys arrived. I couldn't in all honesty call them carpet fitters as they didn't seem to know much about the subject. First comment: "You haven't ordered enough threshold strips" I explained why I didn't need them where color is continuous. He simply said "Can't do that". When I asked why He said "Just can't". (Look on YouTube and you will find professional fitters doing just that) Okay then, just refit the old ones where necessary. I Then found that he had put the passageway butt joint in front of the kitchen as per the original obsolete scheme. He tried to wriggle out of this by saying there wasn't any carpet left over to do this. I then pointed out a piece which exactly fulfilled the need, (I know about things like direction of nap and light) which he then did, but this time introducing a slack ripple in the hallway. At the end he had the audacity to warn me that there was now an excessively large gap under a bedroom door. This would not have happened had he not insisted on the unnecessary threshold strip. Okay, all this happened six years ago, but I still have to live with the consequences. daily.”

Helpful Report

Posted 1 year ago

“Very bad experience! We visit their store in Glasgow Great Western Road, Debbie help us to choose a carpet for our bedroom. 1.we doublechecked with her if the total quote including the fitting and she firmly said yes, but when you place your order and received email afterward, actually there is extra fitting charge. 2. she firmly said the carpet is right fit in our bedroom but today, after two man put the carpet on, now our room door cannot close and open , and most importantly, they said they can not do the door cutting, ask me to sort this out by myself :( 3. their manager will ask you to give Debbie good review when you are not finished visiting the store, which was not comfortable and you can think why they got good review. 4. you can complain this to their customer service, they promise they will look at this, and then nothing happen. not helpful! AVOID IT”

Helpful Report

Posted 1 year ago

Hi George, I am sorry to hear about the experience you have had. We have now logged a complaint, we will investigate and make sure this is put right for you. Regards Dean

Posted 1 year ago

“We spent over 1.5k for our flooring and underlay. Halfway through laying out luxury viynl, we notive it was peeling and bending up. After following the installation instructions to a T, we read we had to stop installation as soon as a problem occurs, which we did. We informed carpetright of the issue and after nearly half a year battle, which included going through a small claims court. We still weren't issued a refund!!! The reason was "the manufacturer said there was no issues". We had such a stressful experience, with staff not ringing us back, staff leaving the company or just plain rude. Do not use this company, if you have an issue with the product you'll be stuck with a poor quality product and out of pocket. Avoid at all costs!!”

Helpful Report

Posted 1 year ago

Hi Jack, I am sorry to hear about the experience you have had. I can see a complaint was logged and fully investigated and the ADR details sent. Regards Dean

Posted 1 year ago

Carpetright UK is rated 1.6 based on 1,129 reviews