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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

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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

“Carpetright Oldbury only sell the product, they do not provide customer service. They could not give a definite time for the fitting to take place on the day (6th April), not even am or pm, until I pushed them the day before (we had placed the order on the 17th of March). The fitters rang me on the day, basically saying they weren't told they had us on their list until the morning Carpetright had promised us fitting. When the fitters arrived they had only been given one Z-BAR to fit to laminate (not required) by Carpetright, for the toilet doorway and it was aluminium colour not gold as requestedin any case For the 4 doors on the landing the fitters had not been given door bars for them either. All in all, for a UK wide company their service is poor at best, actually it's abysmal.”

Posted 1 week ago

“Had carpet fitted yesterday by carpet right Tariq made a lovely Job of it can recommend them to fit your carpet we were very happy with the result”

Posted 3 weeks ago

“Purchased stair carpet and shop assistant helpful. Fitter came out with no idea of which carpet I was having so wasted time going back to shop to find out On the day of fitting no time given. No reply when phoning shop to try to find out and no reply to voicemail. When fitters had finished they did not clear up the awful mess and had damaged staircase posts. Fitter unable to supply invoice just a personal account to pay into. Went into shop to complain as again phone unanswered. They confirmed the situation was poor that they should have cleared up after themselves and I should be compensated for the damage. They admitted they had received complaints before about this fitter.On speaking to the manager a few days later he simply made excuses and refused any reduction to the fitting cost. Will not be using this company again or recommending it which is a shame as have used them in the past with good results”

Posted 1 month ago

“Orders are misleading. Overinflated prices and big disounts followed by outside fitters who add on the missing parts and labour they were undersold on the order. Orders aren't taken to invoices! The order is not followed through with an invoice. If their finance system isn't working they snatch money out of your account when they see fit without any communication. A poor company to deal with. Best avoided!”

Posted 1 month ago

“Had new carpet fitted and carpet right damaged my which is leaving a mark on my carpet after complaining they do not want to do anything about putting it right”

Posted 1 month ago

“Carpetright Chelmer Village - total lack of miscommunication and incompetence. On Fri 19th Jan 2024 we had Andrew Howe, the “in-house consultant” visit us at home to measure up etc. He sold a good story, telling us from placing the order to fitting will be approximately a 3 week turnaround and completed in a day. When he was inputting all of our details, being a typical salesperson tried to tell us that the carpet we were interested in had finished the 50% promotion (it hadn’t) and he called the office to get the discount honored, which obviously was (must think we’re stupid. I work in a sales environment so I’m fully aware of the traits they use), but we humored it. Our order was for a stair runner with black-edged “whipping” (the main downstairs stairs which are straight), landing carpet (fully carpeted – the same carpet as the stairs), and the same fully, carpeted to the second set of stairs (which are curved) – no runner on those stairs due to them being slightly narrower & curved, & fully carpeted on the second landing. We placed the order the following week, Fri 26th Jan. On 30th Jan the store contacted me to say our carpet was in and arranged a date for our carpet, which was agreed for Fri 23rd Feb. While going through dates for our fitting, the chap I spoke to was going through the available fitters for our fitting. He mentioned one fitter “wasn’t confident enough” to do the fit & another one had an “injury” & would struggle. I told the chap that this doesn’t fill me with confidence, & that I want a competent fitter to fit our carpet. A week later I received a call to say we require two fitting dates to do a “dress fit” for the stair runners. I asked them to explain this as this wasn’t mentioned when we had Andrew Howe at our property. Andrew had taken all the measurements for the stair runner & we were happy with that. We had marked out on our stairs where the carpet would sit & the gap either side of the carpet. The previous communication with the store never mentioned a two-visit fitting either. Plus the runner was just for the straight set of stairs. We were now being told that they could do a “dress fit” on Fri 16th Feb and the second fit on Fri 1st March (so to disregard the 23rd Feb). When my husband finished work that day, he called the store to go through everything again with them (about only having one stair runner, even though our order has two lots of stairs) as we were not happy with the miscommunication. We were told that we were correct, we only require the one visit, and our appointment was back in for Friday 23rd Feb. There seemed to be a lack of understanding from our order that Andrew Howe submitted, to the office understanding it. Quite concerning really. On Tues 20th Feb I received a call from a lady at the store to say that my carpet isn’t in/ready, so will not be fitted on the 23rd. The lady couldn’t explain why. I followed this up with an email to the store, asking for an explanation. Arthur responded back to my email, he was also unsure as to why, & said that he will leave a message for his colleague who was responsible for our fitting/order. I asked for the manager (who is someone called “Scott”) to contact me in the morning, as he’d be there. The following day, Wed 21st Feb, up until 2.00pm I still had received no communication from the store. At 2.39pm I emailed the store (as I could not get through on the phone – I had been “on hold” for 40 mins). I received a call from the store (not the manager Scott), our fitting was now booked in for Fri 1st March. To add to the lack of communication, on Thurs 22nd Feb I received an email confirming my fitting for the next day, Fri 23rd Feb! You really couldn’t make this up. Fri 1st March arrived - our fitting (again). I had taken unpaid leave from work. By 9.30am I still had no idea of an approx time the fitter would be arriving. I tried calling the store from 9.30am to get some clarification. I eventually got through to the the store (Arthur) at 9.50am. He said the fitter organises his own schedule, but surely the fitter knows the night before the number of installations & where they are & can give customers an indication of time or where they are on his schedule, rather than waiting all day & then get a call when they’re 20 mins or so away. He said he’d call the fitter & revert back to me, which he did. He advised me that it’s looking likely that our fitting will be early afternoon, but he’ll get the fitter to call me. Fitter called me an hour later & informed me that he’ll probably be at our property after 2pm ish to fit the landing carpet. I said what about the stairs. He said that hasn’t been “whipped”. I told him that it has & this has been one thing after another with issues. I told him that I was going to call the store. I was told that we do require a “dress fit” for the straight set of stairs, and this should have been explained at the start. My stair runner was not ready & this had not been sent off to be “whipped”. I was told someone will call me back. I did not receive a call, I got an email instead from Arthur, once again apologising & informed me that it was Phil Doe who was responsible for our order & he will be in the store tomorrow, Sat 2nd March, as will the manager, Scott. I emailed back stating that this isn’t good enough. My husband called the fitter later that afternoon, the job he was on (when I spoke to him earlier) was proving to be a lot trickier/problematic that it should have been so he said he wouldn’t arrive at our property (to do the landing) until approx 5pm! My husband said no, you’re not arriving at our property at that time and for only half the job to be completed also. We ended up arranging everything through the fitter, to have our full order fitting now on 15th March, 7 weeks from when we ordered. I wasted a day of my time and work. I am still awaiting a call from Phil Doe & also the manager, Scott. It’s no surprise the lack of incompetence at the store when the manager doesn’t appear to manage at all & follow up on customer issues when requested. Every time I’ve called he is never there, quite elusive it appears. We appreciate Arthur doing his best to help and sort out our numerous issues. Never again will we order from Carpetright, the whole process has been extremely stressful. I’ve lost money through not working, had to buy temporary runners for my landings, here’s praying that our carpet gets fitted on 15th March 2024.”

Posted 1 month ago

“Ordered a rug which did not arrive. I phoned customer service to find out what happened to my order. I received an email stating that I had rejected the delivery (this did not happen). I emailed to say I still wanted my order. Waited again, (waited a few days) still no delivery or contact so cancelled my order. Over two weeks later and after several phone calls I am still trying to get my money back. Really bad customer service. Would not order from this company again.”

Posted 2 months ago

“The worst customer experience ever with Carpetright, the carpet was mis-sold in-store with no advice given that wool carpets shed fibres, store level managers have no product knowledge or customer care skills. My bad experience with head office pretty much started, when I recently purchased a new carpet for stairs and landing with an order of nearly £1,100. The service was awful when complained. The carpet was poorly fitted and they done a terrible job. The Carpet was pilling and shedding after a month, when I complained to the head office and store where I purchased the carpet I was told this is natural for a wool carpet, now it is going bald on stair treads and constantly pilling looking like a second hand carpet. The company does not follow their own complaints procedure. Head is very Defensive. Refused to refund full cost. They are blaming the ‘independent fitter’ that they recommended, carpet supplied came pre-cut. Terrible service when I complained constantly, the staff are incompetent at head-office, no product knowledge. I SHALL BE SUEING FOR DAMAGES AND FULL COSTS. ANY CUSTOMER LOOKING TO USE CARPETRIGHT AVOID AT ALL COSTS. I WOULD NEVER RECOMMEND THIS COMPANY TO ANY CUSTOMER OR FAMILY MEMBERS.”

Posted 2 months ago

“Faulty carpet, unravelled after only a few weeks of installation. Trying to get a response from store was a painful experience and after weeks of waiting and having to open a complaint case they send round the manufacturer inspector who obviously decides it's my fault based on zero evidence and case was immediately closed. Now having to fight and waste time trying to get a fair result.”

Posted 2 months ago

“Worst experience . Badly fitted and incomplete job. After three visits to install one small area of carpet I now have a missing piece and told by Carpetright it's not their fault contact the installer. Would NEVER recommend and sorry I ever let them in my house.”

Posted 2 months ago

“Called into Waterlooville carpetright yesterday had a long discussion about what I needed spoke to customer adviser Peter couldn't have been more helpful thank you for your patience”

Posted 2 months ago

“I would give ministers if I could. Literally dreadful in every aspect. Poor quality product. Badly fitted (not fitted to the wall) Unresponsive to complaint. Defensive. Argued that the issue was with the ‘independent fitter’ that they sourced and sent to my home. Honestly. DO NOT USE. I really cannot say it loudly enough.”

Posted 3 months ago

“Very good service from Christopher at the Trafford Park Manchester shop. Good advise buying a bed. Happy so far, not received the bed yet.”

Posted 3 months ago

“Worst experience ever, it all starts off really nice, you have a lovely team in the shop which sell you your dream floor and even make you feel like you’re getting a good deal. You think wow such a big name you can trust and you’ve found a floor you like, you then have an operative come round review you current floor and advise a few bits, you buy the extras like the latex because who doesn’t want a flawless finish on their brand new floor in their newly acquired home, then carpetright book in your floor to be fitted with their trusted fitters and rest easy waiting for the day to come. Obviously as all your floor is being latexed we stayed with family for the 2 days, the first evening we were asked to pay the fitters upfront for all the latex work, the second day we were pressured too pay all of the money immediately but when the floor was handed the colour we chose looked lovely and it made a huge difference to our house. However the quality of the flooring and the finish were disturbing, so I complained. I complained about the latex that was up our skirting boards, the door bars that were supposed to match but didn’t, the unfinished edges around the house and the lumps and bumps around the floor. This was my mistake as there was so many problems, complaining about them all meant the important ones were brushed under the carpet. As I withheld payment, they came back the next day and scraped the latex off the skirting, the main fitter went round the floor with me and I was saying about all the places I felt lumps and he reassured me that it’s not an issue enough so I would pay for the fitting, and that any more issues I should contact carpetright. They really needed the payment and I felt bad so I paid the fitters. Well here’s where the nightmare begins… I raised my issue with the lumpy floor to the Croydon hub who sent the floor layer back to look at it. The floor layer told me it is not going to pop the joint of our LVT so it doesn’t need replacing and obviously this is irrelevant it shouldn’t be lumpy. When I chased carpetright a few days later about what they are going to do, the said the the floor layer told carpetright they came and neither I nor them could find an issue and told me I was lying. I then escalated the matter to the shop we bought from who also was brushing us off. Many months, emails and arguing later. They resent the fitter with the sales lady. At this point I’m so defeated that I’d reduced my complaint to 2 really awful areas. As soon as the sales lady came she agreed with me that the flooring was bad and the floor fitter then desired to recognise the issue too as if he hadn’t made false statements saying I was lying, also as some of the floor had split at this point that’s warrant for them to replace it. So over a year after my floor was installed, being gaslit and told I was a liar making things up. The fitters came back in to do the hallway, and while the floor was up, I got photos of the quality that was underneath, the quality of floor that runs through my whole house… So now as when I first had the floor fitted, the whole thing needs redoing except the hallway now. But I have not and will not bother contacting carpetright further about it as they make it a painful stressful experience at a stage when customers have so much going on in their lives. Moral of the story, don’t go to carpetright if your thinking that a big outfit will know what they’re doing. And if you do go to them, do not use their recommended fitters, find your own through friends and family recommendations Awful experience that has caused me many nights laying in bed thinking about it. I even have nightmares about my floor over 18 months later…”

Posted 4 months ago

“Where does customer service go once you have paid for the items??? We paid in full at time of purchase and was told a delivery date The day before I called carpet right guildford to ask when the fitters would arrive - I would have been happy with an AM or PM estimate, on the car pet right website this is what I was advised to do. The lady what answered the phone told me she didn’t know and that the fitter would call me on the morning and said she could give me his number to call him - I said that on the website it says that the store would call the fitter and get a time. So I took the number and called the fitter he said I shouldn’t have been given his number and that even he didn’t know when he would be with me - that’s not what we were told in store and it would be nice to be told an AM or PM slot so you can arrange your day - not impressed with the service so far - watch this space and let’s see how the fitting goes”

Posted 4 months ago

“Trusted Carpetright to supply and install on 30th October, they never turned up. They then came the next day and cut the carpet the wrong size for the room and stuck 2 bits together, they also couldn’t fit around a door, lay grippers straight and supplied random damaged off cuts of underlay stapled together. They also caused a lot of damage to our house. When I questioned it, they shouted at me and my pregnant wife. Another fitting team was sent, but they just came took 2 photos and left. The manager came to visit, after 20 phone calls and emails, speaking with the head and deputy head of customer service. He said it wasn’t acceptable and he’ll resolve it. Another fitting team came, they couldn’t cut around a door either. They also cut a carpet too small for a room. The carpet that needed replacing was out of stock for another 3 weeks so was told to reselect or wait. The fitter also told me it cannot be fitted in a straight line. After reselecting, they came to fit again and laid down 90% of the carpet well. Though can’t fit stairs, and can’t fit landings. Though they caused thousands of pounds worth of damage to cast iron radiators, TRV valves, wall hangings, aluminium window, front door, light fixtures and destroyed my newly painted walls and shirting boards. They also removed all the fire doors (breaching Carpetright T&Cs) and left. They wouldn’t come back for a week to rehang the fire doors and to put them back on wanted me to sign a waiver that if they got damaged their not liable. Upon paying someone else to rehang them, we found the doors were already damaged. It’s been over a month to fit 5 bedrooms and 2 sets of stairs. We still don’t have all our carpet, yet I’ve had to pay in full, and pay the fitters in full. It’s resulted in 6 fitting appointments (all taken off unpaid), thousands of pounds of damage to our property, Carpetright are not accepting any responsibility and say I have to take it up with their fitter’s insurance companies (but won’t provide their details). I’ve informed them sections of carpet are badly fitted and now they’re just ignoring me. I’ve spoken with everyone at the store Wesley, Ayman, Ismael, Rebecca (Head of CS), Christine (Deputy Head), Charlene and Beverley from complaints team, and load more from customer services. They’ve forced a 9 year old, me and my pregnant wife to sleep on a mattress on the floor on the floorboards for weeks. No one actually cares, it’s all lip service. You might have a good experience here like I did 2 years ago, or it could financially ruin your life for the next 6 months and cause a crippling amount of anxiety and stress for you to sort out”

Posted 4 months ago

“Excellent service from Alex at Carpetright in Cramlington. He was really helpful, great advice and lovely with my little girl. We went in earlier in the week and all staff were really friendly, professional and helpful. Would definitely recommend to anyone. Thank you!”

Posted 4 months ago

“Michael from the Tunbridge wells branch is very friendly, helpful and knowledgeable. Helping me make the right choices for my budget. Great service.”

Posted 5 months ago

“Ordered a carpet from the Chichester branch in April 2023. Fitted in May with a pull in the carpet and it had been over stretched. After a lot of chasing from us to the store we had an insurance guy come and inspect from the manufacturers who agreed it was badly fitted and needed to be changed. New carpet arranged to be fitted on 31st Aug! fitters came out and explained the carpet we were about to have fitted was not fit for purpose and shouldn't be fitted on stairs or landing as it was coming away in his hands. Took up carpet on the landing and rolled up underlay and left it in doorway of daughter's bedroom. Left gripper rods down and all staples in the floor. Took sample back to store and fitters called store and explained and they agreed we could choose something different. Chose new, fitting arranged for 4th Oct. 4th Oct came and we had a call from fitters at 12:30 to say it was damaged and wouldn't be fitted. This is now 4 days loss of work for my self employed husband. went back and forth to store, store manager Alison told us to cancel our direct debit with finance company, finance company said she didn't have the right to tell us to do this. we were met with rudeness, arrogance and hostility from Alison when trying to come to a solution. I told her to come and collect it all and I wanted a full refund. Was told that they would collect and we would get a refund for the carpet but not the underlay etc as there was nothing wrong with it but she would collect it anyway! After more back and forth we complained to head office, we had an email in meantime from store telling us they had agreed to let us keep the underlay but wanted the remaining carpet left and they would cancel down the finance. Now head office have finally got back to us and store have told them they want us to return everything. We have sent about 7 emails asking what they want to collect as we have different emails from different departments but had no response. We waited 19 days to get a response from head office after they said we would hear back in 5 days. We had to call them. We were told we would get our fitters fee back as we have paid for something to be fitted but have only half fitted. They have said they would return the fee to the finance company. Not sure why when we paid this by cash to the fitters, not the finance company. We are now further along time wise but worse off. The finance company are still taking payments, we have started a claim with them also so they are looking into it. I emailed the CEO of carpet right only to be sent back to head office, they emailed me yesterday and I replied yet still no response today. This company is fine until something goes wrong, they have no complaints procedure or real department able to deal with problems. All my friends and family have been warned not to use them. I suggest if you have a problem let the CEO know, hopefully he will start to realise what a scam of a company he is running. Taking peoples money but not actually able to fulfil the contract in which they have agreed with. We have dealt with numerous people and had some friendly some not so much yet still no response. My advice, find an independent company or better yet, go to Tapi!!”

Posted 5 months ago

“Ordered product from Christchurch branch £400 had phone call to say it had arrived at the Southampton branch and they would have it sent over, five days later still no product ( saying we do not have anyone to pick up 24 miles away really!!! The company is a total mess wish I had never entered the store! Avoid Avoid Avoid they take your money and do not produce the good’s.”

Posted 5 months ago

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Carpetright UK is rated 1.6 based on 1,129 reviews