Carpet Right - www.carpetright.co.uk

Carpet Right - www.carpetright.co.uk
★★☆☆☆
1.8
20.0% of users recommend this
  • Value For Money

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Latest Reviews

“Took my doors off and won't put them back!”

★☆☆☆☆

written by EmmaFitzsimmonds on 09/02/2024

I had Carpetright lay a new carpet for my bedroom. The carpet itself is lovely, I won't complain. But the fitter - who was also fab - identified that my house has firedoors, which have a plastic coating. He told the branch about this so they could tell their carpenter before he planed/cut and re-hanged the doors. It was then radio silence from the shop, and finally after 9 days of no door on my bedroom, their carpenter arrived and said he couldn't do it without risk of wrecking the doors. So in short, they sold me a carpet, fit it, took my doors off and won't re-hang them.

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“'WORST CUSTOMER CARE SERVICE' ”

★☆☆☆☆

written by Kash3 on 09/02/2024

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 SUING 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.

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“Bought kitchen floor in the East Kilbride branch....”

★★★★★

written by JulieAEK on 01/02/2024

Bought kitchen floor in the East Kilbride branch. He was brilliant each of the 3 times we visited. He took time to explain the differences between flooring quality and which was best value for money. Nothing was too much trouble. Would recommend and absolutely use again.

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“Just dreadful. Dreadful. ”

★☆☆☆☆

written by 76Beck on 17/01/2024

Everything about my experience was awful. The carpet was out of stock. Took a hard to come in even though I had already paid for it. The fitters did not fit it to the wall leaving 10cm of floor exposed. Bubbles in the carpet. Did not clean up. Did not follow own complaints procedure. Defensive. Refused to refund. Blamed all in the ‘independent fitter’ that they sourced, supplied and sent to my home to do the work. Terrible. Terrible. Do not use.

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“carpet fitters ”

★★★★★

written by Marcos24 on 11/01/2024

I would recommend carpetright they are very helpful and the carpet fitters were very nice they cleaned up after themselves and also put all my furniture back for me well done carpet right I'll come back again 10/10

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“Carpetwrong”

★☆☆☆☆

written by Annoyedcustomer11111 on 27/11/2023

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, 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

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“Just awful ”

★☆☆☆☆

written by Claudia402 on 27/10/2023

Appalling service , staff incompetent at the Botley oxford store , products don’t arrive when they are booked to , carpets cancelled day before fitting was due , complete sham artists

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“Couldn’t be happier ”

★★★★★

written by Briansmith53 on 05/09/2023

Amazing service from manager , Great big thank you, who have been a pleasure to have in our home, Fitting our whole bungalow with laminate flooring, Transformed our home by doing such a fantastic job, Thank you.

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“Awful after sales service ”

★☆☆☆☆

written by ExtremelyGrosslydissatisfied on 04/09/2023

Contrary to advice from friends we purchased a bed from Carpetright that arrived with parts missing. Despite numerous phone calls and in person visits to the store Carpetright did nothing to resolve the issue. After 6 weeks of getting nowhere with them we phoned Sleepeezee ourselves and explained the situation. Sleepeezee sent the missing parts to us which arrived 2 days later. Carpetright then called us the next day in order to pretend they had resolved the issue. Will never use them again. Stick to small local businesses as the will appreciate your custom.

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“Terrible service and lots of damage”

★☆☆☆☆

written by HappySG on 25/08/2023

Worst experience ever. They damaged a door frame, took a chip out of a new skirting board, left more than 5 marks across our walls. They also didn't fit the entire carpet with underlay (even though we paid for it), didn't fit the carpet to the walls and had to send another store back to redo. It also had wrinkles left on day 1! Fitters were terribly rude to me - I've never been so insulted in my life. It's cost us months of time chasing them for a response and terrible customer service. Never ever order from carpet right!

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“Excellent service Dunstable ”

★★★★★

written by 6Marshall on 25/04/2023

Had the best costumer service from a sales assistant lady in Dunstable store helpful very knowledgeable and gave me peace of mind . Will definitely recommend to friends and family .

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“Brought a Mattress ”

★★★★★

written by Elias999 on 06/04/2023

Sales man was very polite and helpful, would recommend to anyone Loudwater High Wycombe

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“Carpetright Hanley ”

★★★★★

written by SharonMoseley on 17/03/2023

Great shop, always very helpfull and friendly ????

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“Excellent Customer Service ”

★★★★★

written by Maren125 on 13/03/2023

Great customer service! Agent was very helpful in answering questions as well as helping in finding the best carpet for our living room. The attention to detail provided by him was impressive and his customer service skills are excellent.He is a fine ambassador for the company.

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“Property Damage/Escalating to trading standards”

★☆☆☆☆

written by on 21/02/2023

I ordered my carpets and vinyl through CarpetWrong. They provided a 'fitting service' - notice my use of inverted commas there... It's been 3 months and 20 days of intermittent waiting and trying to chase up CarpetWrong into fixing the damage they caused my house. I have easily put 10 hours of writing into this process (though much more time into waiting etc), CarpetWrong have barely even given my valid complaint 10 minutes. The carpet fitters annihilated my skirting board. The vinyl of faux wood panels was fitted fully diagonally because the job was too rushed. The surveyor who advised me on the vinyl got key features wrong - like the amount of bars I needed between rooms, and the amount of prep work I needed to do myself to prepare for Vinyl. The vinyl fitter nearly flat out refused to fit my vinyl because the surface wasn't even enough - something the surveyor had advised me was fine and I had followed their instructions to a T. My fitter spent an age on the phone to CarpetWrong who insisted it was all my fault. I literally had to beg the fitter to lay down the vinyl (not like I could afford other alternatives at this point), I was so grateful they eventually caved that I initially didn't take up a complaint about the diagonal vinyl. But it's pretty stressful to keep seeing diagonal floor boards in an otherwise well decorated flat. I started the complaints process on November 1st (straight after my carpet fitting). I was messed around as to which store I was expected to email (I placed my order through Portsmouth, but Fareham store arranged the fitters). The Fareham store bothered to provide me with prompt responses, the Portsmouth store never responded at all to my first email. I chased them up 24 days later and they made a load of excuses for their unprofessionalism. I also was promised many follow up phone calls that never happened. They also massive downplayed the damage they'd done to my skirting boards and made me feel like I was overreacting - I have literal chunks missing from parts of my skirting board. It's not superficial damage whatsoever and they'd have understood that if they had actually turned up as they were meant to. I shouldn't have even had to chase this up - it was abundantly obvious to the fitters seeing as they had full sight. They also damaged my wall (which was newly painted but left 1 month to dry fully) but I at least managed to fix this enough myself. As a paying customer the excuses did nothing to help me - they just gave me even more of an understanding of the level of unprofessionalism. What I gather is the company doesn't employ enough people - no doubt because of a super greedy CEO that wants extra skiing holidays etc and that's bad and worthy of complaints but saying how overworked you are is not a valid response to someone whose house you've trashed. No sorry buts, just sorry and actually rectifying the problem. After a substantial amount of waiting for nothing to get done I placed a scathing 1 star review on Trustpilot (as I had already informed CarpetWrong of my intention to do this and even escalate to trading standards). CarpetWrong's response on Trustpilot was to flag my review as 'fake' to Trustpilot, and burden me with proving the issue to Trustpilot. It was a disgusting response on their part, had they responded well I'd have taken my review down but that made me even more determined to keep it up. It's now 21st February and I was promised that the fitter would fix the skirting board, add the silver bar, and check the vinyl was fitted correctly (it's diagonal and covered in clumps of glue that collect dust so it very clearly isn't). I only found out through phoning the store yesterday the fitter had no intention of showing up and they'd insisted he would phone me first thing today. So I've been stuck in my house for 48 hours trying to wait in just in case (because it was too dark to leave the house after). I'm escalating my complaint to trading standards now, I've sent them an email that makes it very clear that I will take them to small court if they don't finally listen. So I encourage you to never use this 'service.' Ever.

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“Purchase of carpeting ”

★★★★★

written by Telboy576 on 20/01/2023

Had to order new stairs and bedroom carpeting following a water leak. Dealt with at the Loughborough shop by representatives there and had excellent service and very helpful, couldn’t be more pleased. Highly recommended.

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“Absolutely terrible - avoid at all costs!”

★☆☆☆☆

written by Boy's Name173 on 12/12/2022

Terrible from start to the long drawn out bitter end. When you enter Gallows Corner Store (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 they should have sent him out to survey the job in the first place. He then said "This is 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

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“Let us down in numerous ways”

★☆☆☆☆

written by RichardC714 on 23/08/2022

Have a policy of not paying compensation unless sued. that makes economic sense in view of the amount of complaints they generate, but means they are a very good company to avoid. Seemed very overpriced for the modest quality carpets supplied.

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“Great Customer service”

★★★★★

written by Paul.O on 19/08/2022

Recently purchased some flooring from the Wolverhampton branch, not sure what type I needed and quantity so I asked for advice, who helped me make the right choice for a specific room ,quantity and quality overall very pleased with the whole experience and thought she was a very helpful young lady who took all the difficulty out of the purchase 5 stars will use again when I need carpet! No negatives what so ever.

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“Over ordering amount of carpet needed”

★★☆☆☆

written by Clark214 on 24/06/2022

Chose a lovely patterned carpet for landing and stairs which measured 10sqm. Understood more would be needed due to pattern so arranged for carpet right to come and measure up. They said 20sqm, would be needed. I said far too much. I worked out 12sqm would be enough but was told they would not be enough to match pattern. I said I did not mind it not matching. They reworked the measurements and come back with 14sqm. So suddenly 6sqm less. When the carpet was fitted I was left with a a piece of carpet 1.94m X 2.30m more than 4sqm left over. At full price that's £200 of carpet to be put into waste and to pay for council to pick it up. Carpet right that's the amount needed to match the pattern. I think just taking advantage of people.

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Asked by coryc on 17th June 2015 Report this content
I have just bought a carpet that states price includes fitting, underlay, delivery and accessories. However when I checked my receipt these costs had been added on individually, on top of the advertised price. What should I do?

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