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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

“I ordered carpet for my stairs four weeks ago they said it would be two weeks but give three fair enough I got doecirattors in I called after three weeks said don’t worry I will call u next week and have it fitted by weekend said call me next week to confirm no call I called today said sorry carpet out of stock will be in in five weeks I’m sorry not good enough asked for refund promised a call back in couple hours been six no call called again no go as he can’t get a code to refund never needed code to take money still no call back will never be going again terrible customer service still no carpet or a refund ready to kill today as after 7 hours no call back discussing”

Posted 1 year ago

Hi, I am sorry to hear about the experience you have had and lack of communication. Please email the details to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“Easy and expert advice. Carlo offered and excellent service and arranged for fitting to siute our needs”

Posted 1 year ago

“Avoid at all cost. Fitted wrong colour flooring and forgot the beading. Waited a couple of months for both and then fitted the wrong colour beading. Been waiting four months for the correct beading colour and still nothing. Fitters never show up and no one phones to say why.”

Posted 1 year ago

Hi, I am sorry to hear about the experience you are having. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“Faulty mattress: Carpetright deleted my posts on Facebook and blocked me on Twitter (Very childish) FACT: You might want to think twice about spending your hard earned money at Carpetright who, by the way, are not keen to admit their mistakes and take badly to negative feedback. FACT: I have spent £1000’s (genuinely) on flooring, carpets and a bed/mattress at the Carpetright store, Newport Road, Cardiff. FACT: They sell me a memory foam mattress costing hundreds (well over £1200 with the bed) & fail to tell us at the time of purchase that it needs turning every month although Mohammad (apologies if I have spelt your name wrong) the store manager will say, “Well it’s written somewhere or it should be”. Since being told this, research suggests that the mattress doesn’t need to be turned, it just needs to be rotated from time to time (no specifics shown). Had I known this, we would have done it. FACT: Mattress is now faulty with dips on each side (I have photo evidence but cannot upload here) and they refuse to change it after 14 months even though it’s guaranteed for ten years and it's taken over three months to get this far. FACT: When I first reported the issue with the mattress, I personally handed in a document together with images to a female member of staff. Guess what? They lost it, strange, but very true. FACT: I was requested to send in multiple emails during this process, then more information which became so repetitive that in the end, I said send a service manager from the mattress manufacturer. FACT: When a service manager from the manufacturer called to our home to inspect the mattress, he said he was going to contact the Carpetright branch to advise them he had called and a report would be submitted to them. FACT: After 17 days of waiting for the report, I contacted the Cardiff branch to ask what is happening. Mohammad says, “We were waiting for you to contact us and tell us the service manager had been” (really? It’s for me to contact you?) FACT: He told me I was one of five complaints being dealt with and that he would check where mine was. FACT: Mohammad called me back the following day and after waffling back and forth, I gave up as all I wanted was for the faulty mattress, through no fault of our own to be replaced. No chance and no apology from the branch. FACT: I contacted Nick Worthington direct who is the Managing Director of Carpetright who passed my complaint to one of his colleagues. No luck with that either, just not interested (they’ve had my money so who cares). FACT: I wouldn’t post any untruths on here, so beware if you looking to spend £1000’s and something goes wrong, you may not receive the after sales service you expected. ABSOLUTE FACT: Carpetright, you should be ashamed of yourselves, disgraceful service, childish behaviour removing my posts on Facebook, blocking me on Twitter, you clearly don’t like negative feedback and you delete it and block me - Very childish and unprofessional on your part. REQUEST: Please consider my truthful feedback and change my mattress or don’t expect me to ever set foot into any Carpetright Store again. Date of experience: November 2022, enquiry closed by Carpetright 6th March 2023”

Posted 1 year ago

“I purchased laminate for our kitchen floor from the Torquay branch. The laminate price was good and the salesman,Darren, very helpful. The fitter was excellent and we were pleased with the result. However, I had to return some items to the shop which were surplus to our requirements - beading, underfelt and profile to obtain a refund(having been told previously that I could do this.) On the day I returned these items I spoke to another salesman. This salesman was abrupt and rude and questioned my right to return the items and questioned who had told me that I could return them. His attitude was poor and he could not have been more unhelpful. For the benefit of any Carpetright customer service staff who may read review this, the salesman’s name begins with S. Fortunately, Darren the salesman who I had purchased the laminate from appeared and the matter was easily resolved. But the incident left a bad taste on what was otherwise a good experience. My rating for salesman S is 1. Poor and 4. Good for the others”

Posted 1 year ago

“I had a carpet fitted on my landiing and stairs 6 years ago The carpet had been fitted incorrectly, with the stair carpet being cut in strips and not fitting the full lenght of the stairs. I was walking down the stairs and on the third to bottom step where the carpet was pieced my foot went forward and my back and neck hit the stairs behind me i couldnt move. An ambulance had to be called and i was stretchered to hospital and was told i had a disc problem i was off work for five weeks. I didnt make a claim because a friend who worked for carpet right gave me family discount,what a mug i was. Three months later i started getting neck pain, i had an Mri scan to be told c5 to c6 disc in my neck was damaged and had to have an operation to replace the disc with bone. After having the operation i am still feeling discomfort in my neck and back. My advise is if you do get a cowboy fitter employed by carpet right dont be a mug like me and not claim through loyalty , put a claim in stright away its ruined my working life”

Posted 1 year ago

Hi Sean, I am sorry to hear about the experience you are having. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“Absolute disaster, will never use again. Firstly we got someone in from carpetright to do the measurements, he missed a 1.5mx1m alcove in our bedroom, the fitters turned up and said they have enough carpet but not as 1 piece, we now have a line where the room meets the alcove as the fitters said the store would need to order again and couldn't say when/if it would be available, also once it was down we had accepted it. Secondly when the fitters turned up they were 11 square metres short of laminate which they only realised when they got low and had to rush off halfway through after a lot of calling around stores trying to source the required laminate flooring to match as the salesman hadn't ordered enough. They disappeared for 2 hours and returned to finish it thankfully with enough boards. Finally the fitter presented us with a bill for just under 960 pounds when we thought we had already paid for fitting, being a contractor I couldn't not pay them as it's their livelihood but it now means we can't afford our mortgage payment this month and will have to borrow off family to meet it. I can't fault the fitters in this, they were brilliant. Kept me informed during the install, did a pre visit and told us what prep we needed to do, they were great.(if you live in the High Wycombe area and get Sukhdip Singh him and his team are brilliant) Such a shame Carpetright can't match their service!”

Posted 1 year ago

Hi Nathan, I am sorry to hear about the experience you have had and the mistakes made with your order. We will use your feedback to make sure improvements are made. Really pleased to hear the job was all done in the end for you and the fantastic service you have had from the fitters. Regards Dean

Posted 1 year ago

“Absolutely horrible experience! Poor quality of products, unskilled fitters and disgusting after care !”

Posted 1 year ago

Hi, I am very sorry to hear about the experience you have had overall. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“Carpet fit badly. Carpet fitters said they hadn't noticed the flaw in the carpet until I pointed it out to them. Shocking - I spotted it in seconds! Weeks later I am still waiting for the carpet to be removed and replaced. Their excuse was they had to wait for permission to reorder it even though they visited and apologised for the flaw and the poor fit. Its currently a tripping hazard for my grandson. Rang yesterday - they said they would now reorder the carpet and it will be another week or two on top IF its in stock. We feel totally helpless, upset and frustrated and will never use this company ever again.”

Posted 1 year ago

Hi Sandy, I am very sorry to hear about the experience you have had and how long it is taking to resolve. Please email the details and order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“Complete cons order flooring in November last year told in store in stock would have discount as well , four rooms to be done , would be done before Christmas got phone couldn't be done till new Year , then got a call in February told out of stock , no mention of compensation had to choose a different floor then got charge stupid amount of money still no compensation , would never use them again , and would tell other people not to use them , terrible company”

Posted 1 year ago

“I see I have to put at least one star. Would have prefered zero. Stair carpet very badly fitted. Self employed fitters can't be bothered to spend the time to do the job properly. They argued with each other. We were asked to pay as they we were leaving. We had to pay into his girlfriend's private account! So unprofessional! Carpetright now battling with us and unproductive communication. Dreadful”

Posted 1 year ago

Hi, I am very sorry to hear about the experience you are having. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate and make sure this is put right. Regards Dean

Posted 1 year ago

“Brilliant quality remnants bought one, two weeks ago very happy went back in and bought another one great service great price will definitely recommend to my family and friends”

Posted 1 year ago

“Carpetwrong. We ordered our carpet and vinyl early last August and now, 6 months and 8 visits on, we still do not have a finished job. An experienced fitter surveyed the original work and declared it "shoddy and dangerous". Some of the work has been redone but all the vinyl is still faulty. Customer service say it's the responsibility of the new shop manager and the original fitter (who was sacked). The shop manager told me to talk to customer services. Diabolical service.”

Posted 1 year ago

Hi Sally, I am sorry to hear about the experience you have had and poor job the fitter has done. We have a complaint logged and we will investigate to resolve. Regards Dean

Posted 1 year ago

“Spend £190 on a rug, not received, over 30 emails/calls no refund and now being ignored. Disgusting where is Will Walsh the CEO in this! We are having to look at legal channels now very stressful and staff that tell you tfry will call you back and just don't. We should be compensated for all the time and effort we have put into trying to get our money back or just the item itself. Go to furniture village/ SCS/ Dunelm ANYWHERE but this company”

Posted 1 year ago

Hi Nikki, I am really very sorry to hear about the experience you have had and lack of communication. We will investigate to make sure this is resolved asap for you. Regards Dean

Posted 1 year ago

“Just had Carpet ‘right’ round this morning to fit a carpet. The showroom experience was great. The colour matches what we asked for. After two hours of what sounded like people playing rugby on the upstairs floor and stairs and spraying toxic smelling glue products (???) they left, forgot tools, a mess, the quality of the underlay they recommended needed replacing is noticeably less comfortable than we had before and I question whether it’s the same as we were shown in the showroom. Very unimpressed with the precision of the job. They were in such a rush by the sounds of things that it’s not surprising they made mistakes. I want my old grubby carpet back.”

Posted 1 year ago

Hi Tom, I am very sorry to hear about the experience you have had with the fitters. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“Had hoped someone would find in there heart to help me. 2yrs ago had most of the house carpeted and vinyl laid . This year we have to have a stairlft and stairs had to be altered, leaving a small area uncarpeted. Spoke to local shop and telephoned call centre. Explained I wanted 3ft square piece of carpet. They were not interested in trying to help me out, just kept saying I would have to have 4 metre width. Basic cost £130 just for 1 metre. How when you can cut a carpet up for samples why can,t they have cut a square for me and use the other for samples.”

Posted 1 year ago

Hi Celia, I am very sorry to hear about the experience you have had and the issues in getting a new piece of carpet. Unfortunately we can only sell the carpets in 4 or 5M widths. Please email the details to customer.service@carpetright.co.uk so we can look into the matter. Regards Dean

Posted 1 year ago

“wrong flooring fitted 4 months ago - still waiting for fitter refund”

Posted 1 year ago

Hi, I am sorry to hear you are still waiting on your refund. Please email the details and your order number to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“My husband & I need new carpets for stairs & landing also our bedroom so we popped into the spalding Lincolnshire store we were greeted with a very polite and helpful young man. We didn’t feel pressured at all and we were allowed to browse at our leisure ,his name was Taylor.. thank you for your help in deciding what colours and textures to go for with your expertise to guide us such a wonderful experience an absolute credit to carpet right ….. once again thank you Taylor”

Posted 1 year ago

“Just had carpetright fitters from Woking store to fit laminate flooring. Someone decided to use my French polished coffee table to do some woodwork and have DESTROYED it by leaving deep score marks on it. Quite a lot of muck was left,and my tv aerial was tampered with, causing me a headache to put it right. Only thing is they are coming back to finish off.”

Posted 1 year ago

“Carpet Right simply incredible. From start to finish the Snipe retail staff at Ashton Under Lyne were amazing. Totally refreshing to experience this extremely high level of customer service and care in their attention to detail in these high pressured times. Frank took care of all our needs and requirements in regards to flooring our new home throughout. He demonstrated a genuine enthusiasm making sure we were entirely satisfied before making the decision to close the deal.He is a real credit to the team. The LVT flooring and carpet contractors Greg and Mark were extremely professional and very friendly. The quality of their workmanship was outstanding. Thank you Carpet Right.”

Posted 1 year ago

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Carpetright UK is rated 1.6 based on 1,129 reviews