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

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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

“Very good customer service”

Helpful Report

Posted 1 year ago

“Kelly at Farmborough was excellent today. Extremely helpful and provided us with good guidance that reassured us.”

Helpful Report

Posted 1 year ago

“Having had to replace the landing and hall carpet due to an accident I was limited to using Carpetright because of the cost. In hindsight I should never have bothered. Like others have said on this review site, the sales are all friendly and you'd think that just carpet, not laminate or other type of flooring, plain carpet would not be something that could get so screwed up. Alas I was wrong. The facts are: The old carpet was removed with carpet gripper on the top stiar and down the stairs and instead of installing the new carpet with gripper, the "fitter" used nails!!!! In the stairs!!! He also used nails on the landing narrowly missing the central hot water pipe by about 4cm, otherwise that would have been a very expensive carpet and another claim on my insurance. The old hallway carpet did not come up in one piece and there were chunks of it still attached the floor. But instead of the fitter removing the chunks properly, he simply laid the new carpet over the top of it, which led to it puckering in the hall which was clearly visible to the naked eye. He then botched the installation of the bottom stair and then said I don't have enough carpet left to redo the bottom stair and as such attempted to and have to say botched it even more by stretching it using what I counted with 12 nails all of which were poking through the carpet so anyone who would touch it would get their skin cut to pieces by the exposed nails. Carpetright agreed to completely replace the carpet in the hall and stairs and this has now been done, but I have to say I would never use them again by choice. It took 6 weeks from the first install to the second. A long time to resolve an issue that Carpetright caused by employing a fitter that was clearly not experienced enough or simply didn't care about the quality of his work. In summary, I cannot stress enough how much you should avoid spending your hard earned money with Carpetright.”

Helpful Report

Posted 1 year ago

Hi Veronica, I am very sorry to hear about the experience you have had with the fitters at first and then trying to getting the matter sorted. We will make sure the service improves going forward. Regards Dean

Posted 1 year ago

“The St Neots store is closing anyway (where I had my problem) but don’t order with this company at all, especially avoid Roger and a spineless weasel called Stefan. Failed fitting caused big problems for me, the store made no attempt to contact me and when I did get through to them after many attempts said that I had to call them again in a few days to rearrange delivery. Not a word of apology. No one answered emails and they were definitely ducking my calls as they picked up when I dialled on my wife’s phone despite having been on hold for 25 minutes on mine at the exact same time. Was eventually offered a refund that didn’t even cover my costs, which they didn’t honour!! I had to stand in the store like an idiot while someone just stared at me saying they couldn’t do anything, but no explanation as to why not! They scribbled a note on a scrap of paper that got thrown onto a pile of papers on a desk (which seemed to be other customer complaints), containing my personal information that anyone could have picked up!! The customer service email address they provide will rob you of even more of your life as you re type the story yet again, only for no one to get back to you. Save your money, DONT USE CARPET RIGHT!!”

Helpful Report

Posted 1 year ago

Hi, I am very sorry to hear about the experience you have had and the poor service. We will investigate the points you have raised to make sure things improve going forward. Regards Dean

Posted 1 year ago

“Avoid this company at all costs!! Had two rooms booked for a carpet fitting, the first turned up very short (paperwork was all correct, measurements correct, but physical carpet was cut wrong). Store didn't even apologise nor reassure me when they could return, and I had to call in over 30 times before the phone was picked up. Had to cancel various other jobs in the house for the following week as we had furniture stacked up and inaccessible rooms and had an awful week reassembling furniture for our newborn baby, only to disassemble it a week later to move it back into the correct room. The store said (after MANY calls) that as a good will gesture they would give me a whole £44...not nearly enough for the inconvenience I had (I'd spent over £10 on phone calls alone!)... but that I had to go into the store to get it as they couldn't do it on the phone (ridiculous and obvious lies, no company operates like this). I went into the store on principal as I deserved some sort of compensation for all the trouble, but apparently only one guy could process the refund and he wasn't in!! I didn't even get a sorry. And the man I spoke to said that actually the person who promised me a refund could and should have done it over the phone... but he himself was unable to do anything (no notes left on the system...ridiculous! Was the original salesman giving me money from his own pocket?!) So I've spent £10 on phone calls and £10 on petrol for a £44 refund that I never got... and I was nothing but polite to everyone involved as I know mistakes can happen...and I've not had a word of apology... also, the second carpet fitters also had the wrong carpet size, but luckily they managed to make it fit. Will never use them again!”

Helpful Report

Posted 1 year ago

Hi, I am very sorry to hear about the experience you have had and lack of communication. Please email the details and your order number to customer.service@carpetright.co.uk so we can help and make sure this is all resolved. Regards Dean

Posted 1 year ago

“The measuring service was good, contacting re fitting and Jaz and his fellow fitter very good on the day. The only hiccup was that fitters were sent to wrong address which was a shame on what otherwise was a faultless service.”

Helpful Report

Posted 1 year ago

“I was in the Livingston branch and had the pleasure of Assistant Jennifer who was extremely knowledgeable. She took me through varies options and prices for the floor coverings that I was looking for. I was very happy with the service that I received and will definitely come back to this store to place my order.”

Helpful Report

Posted 1 year ago

“Went into the Bridgend store at 9.30 this morning and was pleasantly greeted by Roger, I was looking for a new mattress he showed me all the options, an exellent experience, and the sale was quickly processed.Thankyou.”

Helpful Report

Posted 1 year ago

Good afternoon I am very happy to hear about your great experience with us, thank you for your feedback. Regards Dilan

Posted 1 year ago

“Do not use carpetright fitters Had laminate fitted in hallway and kitchen plus stair carpet and vinyl in bathroom and downstairs toilet. I could have fitted it myself but thought I'd have it done by a professional to make a sound job...how wrong I was ! Every edging strip on the laminate has come away, two gaps where it was cut too short, doorway strip has come away, left with a back door which couldn't be opened due to sticking, white silicone used on grey flooring and having filled my wheelie bin with rubbish left the rest on the driveway in the pouring rain. Said he would come back to fix the door but never replied. Vinyl was okay but possibly cut wrong so decided to use white silicone around all the edges which quite honestly a 5 year old could do better. Still wiping it off surfaces now ! Having to employ someone to fix this shoddy work. Cartepright, I have emailed your customer service but received no response....surprise.”

Helpful Report

Posted 1 year ago

“Stay clear of carpetright underfelt non existant after paying for it Complete lack of management at Glasgow branch”

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

“Very friendly staff, one staff member in particular helped up and was very informative.”

Helpful Report

Posted 1 year ago

Good afternoon Thanks so much for taking the time to leave your feedback, it is important to us and we use it to try and improve our services. Kind regards Dilan

Posted 1 year ago

“WARNING. AVOID USING CARPETRIGHT AT ALL COSTS. DO NOT IGNORE ALL OF THESE 1 STAR REVIEWS - WORST CUSTOMER EXPERIENCE. Carpetright sent the wrong flooring by error- the fitter laid it- this had to be removed and re-fit once the correct flooring was delivered weeks later (on the agreement that Carpetright would refund the first fitting fee). Carpetright have since refused to compensate/refund the first fitting fee so I have had to pay for two lots of fitting, which has cost me an extra £200. Everyone I have spoken to from Carpetright agrees that I should have been refunded, but the refund can only be approved by a regional manager (Simon) who declines it without speaking to the customer- so essentially there is no way of getting any compensation/refund from Carpetright when they make an error which costs the customer. This is not in line with the Consumer Rights Act 2015, so I am now forced to retrieve the cost legally. Warehouse mis-picks are likely to happen numerous times each week- and with Carpetright's stance, the customer will always have to pay the extra costs for their errors. PLEASE AVOID CARPETRIGHT so you don't experience this same situation.”

Helpful Report

Posted 1 year ago

Hi Alex Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 1 year ago

“Terrible from start to the long drawn out bitter end. When you enter Carpetright (and this was my mistake walking in the door in the first place) you are greeted with fake smiles and talk of how good your new flooring is going to look. I was then required to sign 3 finance agreements as the Gallows Corner store kept messing it up. Then I was called by the store manager who told me that owing to their mistake, they had left out the costs for the underlay and would I mind spending another £200 to pay for their mistake as they wanted me to go halves on their mistake! I then arranged with the fitter to screed the subfloor before the new product was installed by their fitter who was "the best at what he does" only to find he turned up at 10:50 without screed then left my house to purchase screed only to come back nearly 2 hours later then leave my house at 15:00. He then went on to say he couldn't screed the floor because of the condition of it and that Carpetright should have sent him out to survey the job in the first place. He then said "Its going to cost a lot more, a lot lot more" after agreeing the screeding costs with Carpetright. During the installation my freshly painted walls now have dirty hand prints all over them, the under stairs cupboard door got broken when they took it off and they left coffee cups, empty bottles of water and all the rubbish for me to clear up. The beading around the edge of the flooring - missing The chrome bar that separates the flooring in the hall from the lounge - missing. I cannot stress enough you should avoid Carpetright all together. You will end up paying so much more than you bargained for and the service is appalling. Date of experience: November 26, 2022”

Helpful Report

Posted 1 year ago

Hi Martin Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 1 year ago

“Carpet and fitting were fine but they botched taking balance payment over the phone with the result that it went through twice. Although one transaction is off my account, the second one is stuck in pending and has prevented me accessing over £1000 of my own money. Despite begging them to clear this urgently with a simple email to my bank, they are trying to cancel the transaction which is taking days. And don’t reply saying to email customer service. I have been on to them several times already. It seems Carpetright Finance staff are gods who don’t speak to customers. Shocking.”

Helpful Report

Posted 1 year ago

Hi Kath Thank you for your feedback. I'm sorry to hear about your experience. Please can you -mail customer.sevices@carpetright.co.uk with your order detail so we can help. Kind regards Dilan

Posted 1 year ago

“Had a laminate floor fitted job botched really bad fitter came back botched it again still waiting for third fit . Floor wonky beading coming off beading left out chip in board door bars don't match holes around pipes unequal messy silicone rude customer service cam never get hold of anyone higher up. It's been 10 weeks plus still not complete . Carpetright Ashington northumberland. Don't put yourself through the stress it's not worth it.”

Helpful Report

Posted 1 year ago

Hi Jacqueline, I am really sorry to hear about the issues with the flooring and the time it is taken to be resolved. Please email the details and your order number to customer.service@carpetright.co.uk so we can help. Regards Dean

Posted 1 year ago

“I had 2 carpets and a vinyl floor fitted from the arnold store. The vinyl was marked within 24 hours of going down, from 1 dining chair with a child sat on it. When I contacted the store I got zero satisfaction so went to customer service at head office. We paid for the whole floor to have ply and fully bonded, so to add insult to injury, it will cost a fortune to remove. We had a le lengthy conversation with the store colleague about the suitability of this floor, it's uses and I specifically asked about our dining chairs marking it. It took over 4 weeks to hear back between the store and customer service, and I was informed that due to the floor being damaged after fitting, they would do nothing. This floor has a warranty of a few years and is listed as suitable for a dining room. This is all clearly untrue and the floor is being missold by both carpetright and the manufacturer. Steer clear of this place and spend your money elsewhere. We have had to purchase a large rug to prevent further marking, which now covers most of the floor anyway so all in all a pointless and expensive experience with a missold product”

Helpful Report

Posted 1 year ago

Hi Gene, I am sorry to hear about the issues with the flooring and the experience you have had trying to resolve the problems. We will investigate to see what can be done to put this right. Regards Dean

Posted 1 year ago

“Estimator came out bringing the wrong carpet sample with him and then cocked up the order for he didn’t put enough door grip/edges on. I rang store and sorted it out and paid in full for order. I had to chase them twice for a fitting date. Got fitting date which was yesterday (tues 29th) rang at 12 to say nobody at turned up but was told that the fitter was definitely coming. 5pm still no sign so rang store to demand a refund, was told they had to speak to their manger, 15 minutes later fitter turned up!! He basically forced his way in to my home and started ripping up my old carpet, I stopped him and said it’s 5:15 the lighting is really bad in the hall and I didn’t want the job rushed. He said he would lay it and if not happy to call the store in the morning! Well it took him less than two hours on his own, and yes the job was rushed, it looks absolutely shocking! I actually cried and am so angry. We paid over £900 in total and it looks terrible!”

Helpful Report

Posted 1 year ago

Hi, I am very sorry to hear about the experience you have had and poor job the fitter has done. Please email the details to customer.service@carpetright.co.uk so we can investigate. Regards Dean

Posted 1 year ago

“We were due to have a carpet fit next week but have been told that the carpet we have picked isn't in stock. While I appreciate stock issues can happen, it's unacceptable to report it a few days before the fitting (where I've already removed the old carpet ready for the fitter) despite having placed the order over a month ago. We had the same experience with another order we placed which I naively accepted as a one off. Further to this there also seems to be lots of confusion between fitters and store staff, I was asked to accommodate another date because there had been a mix up somewhere (naturally the fitter blamed the store staff and vice versa). This wasn't an issue for me as I'm at home most days, but could be problematic for others. If reliability and customer service is important to you then I would avoid carpetright at all costs. In particular I would avoid the Guiseley store where colleagues seem more interested in passing blame on each other rather than apologising to the customer.”

Helpful Report

Posted 1 year ago

Hi Thomas I'm sorry to hear about your experience. Please can you e-mail customer.services@carpetright.co.uk with your details so we can help. Kind regards Dilan

Posted 1 year ago

“Carpetright Planner was great and that's where the joy of my experience ended. What they do not tell you is that the store farm the installation out to independent fitters and should there be any issues, tough. They did quite major damage to my fresh paintwork, chunks out of plasterwork and left a huge crack. Emailed the store and was phoned by an aggressive person who was not interested in my issues at all. One of the fitters was laying down looking at his phone on my brand new carpet and the other one left my toilet is a disgusting state. I have multiple grippers with large gaps underneath, one with big a dent, ripples in my existing carpet and one cut too short for the doorway. Plus a series of emails to their customer services department who were very apologetic but again down to me to sort it out with the fitter nothing they can do.”

Helpful Report

Posted 1 year ago

Hi Laura I'm sorry to hear about your experience with the third-party fitter. Please can you e-mail customer.services@carpetright.co.uk with your details if you would like to discuss this further. Kind regards Dilan

Posted 1 year ago

“We bought carpet from Oswestry branch today excellent customer service always helpful and courtiouse. Have used this branch several times would definitely recommend them.”

Helpful Report

Posted 1 year ago

Carpetright UK is rated 1.6 based on 1,129 reviews