Carpet Right - www.carpetright.co.uk

I am extremely disappointed with the service my partner and I received from Carpetright regarding our recent carpet purchase. It has been a nightmare from start to finish. From the outdated and incorrect automated email system giving wrong installation dates to now being ignored by their complaints team and everything in-between I would never recommend getting involved with this company. At every stage there were issues, problems and delays. I totally understand if 1 or 2 things go wrong but this situation was ridiculous. My partner and I chose Carpetright believing it to be reputable and trustworthy, but my experience has proven otherwise.

Paid £3000 to have flooring done 7 weeks ago. I’m pregnant and have ended up in hospital because of the stress and moving off furniture was told last week that fitting was going ahead only to then be told that they’ve ordered the wrong flooring. Still waiting for flooring to come in. No communication or care. People in the shop very rude and trying to blame me when no fault of mine that they have royally f’dup. Do not make the same mistake as me thinking using a chain and paying more will make the whole thing less stressful. Will never use carpet right again.

Just bought a carpet from Amin at the Welwyn Garden City store. Excellent service. Quick and professional. Very helpful. Thank you!

I had my vinyl fitted around 8 months ago. The fitters to me were amauters. The floor had small bubbles in they we thought once settled would go and they did not it keeps coming away from the edging there a big ripple by my washing machine and now to add to all this one of the bubbles split and no gone into whole. Would NEVER use this company again.

We visited Newmarket Carpetright on Saturday morning and received a wonderful service - thank you so very much, a proper old fashion service - thank you so much - lets hope delivery and fitting is as good a service as we have received so far.

Change of fitter on the day of fitting the man was very ill and did a poor job fitting and told me to tell the shop staff and they would replace it. He was fitting hall stairs and landing and 3 bedrooms. He left all the furniture piled into one room and I couldn’t get access to my bed . I complained at the shop and the man who sold the carpet said it would be sorted, but it wasn’t so, after a few weeks I returned to the shop I met the manager who was very abusive towards me and even threatened to throw me out of the shop. It’s still not sorted and I’m a pensioner and I don’t feel I can return to the shop to face more abuse. Getting through to head office is really difficult.

We placed an order with Carpetright for stair installation (installation date on 5th January 2024), which was promised to include the nosing, etc. However, we are still awaiting the nosing part to complete the installation. When we signed the contract with Carpetright, it was agreed that the nosing part would match the laminate flooring, but they have continuously used the excuse of not being able to find the same product to delay the process.

Unfortunately, when I called today at 3:32 PM to inquire, their employee completely denied the previous agreement. She stated that what was promised before was only the metal nosing. When I tried to explain our agreement, she yelled and hung up on me twice.

I had no choice but to visit their store to negotiate and discuss with the person who made the contract with me. However, she extremely rudely dismissed me again and even went as far as to call the police, falsely claiming that I had been arguing with her in the store for over an hour. The total time spent in the store, from entering to leaving, was about 20 minutes, with 8 minutes spent communicating with the fitter on the phone and over 10 minutes spent explaining to the police.

I WOULD HIGHLY NOT RECOMMEND CAPETRIGHT SUTTON STORE IF YOU DO NOT WANT TO BE SHOUTED AT.

I have sent total THREE emails to Carpetright to complain so far, but None one replay at all.....

I looked at several companies and after seeing the photos they all said no one could take over such a terrible job. . . .

Is the 45mm high nosing suitable for home use.

I have had fantastic service at the Braintree store. I went in on Bank Holiday Monday and thought my order would be quickly made , however some time spent deliberating ended up with me staying much longer than planned. But nothing was too much trouble and although I didn't place the largest of orders , I got undivided attention from the minute I walked in to the moment I left. A discrepancy over the quote was soon rectified too. He really did go above and beyond.

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.

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.