OnlineCarpets.co.uk - www.onlinecarpets.co.uk

Atrocious company! From start to finish they have been atrocious to deal with. I have lost count of how many lies they have told me.

Claimed they had tried to deliver and no one was home, I have a camera on the door and no one ever tried to deliver. I spent 25 minutes on a horrendous customer service call where they told me it was my fault! Changed there tune when I pointed out I had a camera and then said the driver got lost! 1 week late to deliver, Never delivered inside there 3 hour slot. Still waiting for someone to call me back from last week as they won’t deal with the complaint until after the extremely late delivery is complete. The carpets themselves are filthy and look like they have sat outside for days. I won’t ever use again. Dreadful from start to finish.

It is not often that I take the time to write a review that is not positive, but I am so disappointed in the level of service I have received from this company.

The purchasing of the lino was simple, they have a great selection and the quality of the lino is good. They originally sent the incorrect lino which was a completely different pattern and shade, however apologised and said this was a miss pick from factory. Absolutely fine with this, mistakes happen and user error is always a possibility, so they agreed to do an exchange for the following week. Once again incorrect. I contacted them again and was met with an apology, and they agreed to send out another one. A week later, this arrived, once again incorrect.

Ok, so they were having trouble with this lino, so I thought there is another one which would work, would you be able to send this out instead. They agreed, promised they would go down to the warehouse and double check. One week later, the correct lino arrives, only it was completely the wrong size! Not great. Once again, asked if they could send out the correct one, they apologised and tried again. They assured me this would arrive on Friday…it arrived Tuesday with no apology. I even checked on the chat the day before and they confirmed!

The customer service team took over eight days to contact me, and that was only with some prompting, and then proceeded to tell me that I was lucky to be offered more than 10% compensation!

Very disappointed.

Took the money quick enough , waited days and requested a refund. They don’t answer the phone and when they do they hang up on you . When we did catch them out by ringing sales they said they requested a refund which never happened so rung them again , managed to get through and they said it would take another week. Ridiculous , if you work hard for your money rather than buy from this company nip outside and put your money straight down the drain it will save you time and a lot of grief. Terrible company

Advertise items for sale that they do not have have to sell, then blame the suppliers when they are the ones in charge of their website. Will take your money instantly but make you wait weeks for a refund (if that ever happens). No order confirmation, no delivery date, no updates - I have had to chase everything with the sniggering 'customer service'. Instead of attempting to solve the problems, seemed to think that taking people's money was funny. Avoid like the plague - not a genuine company. Apart from Feefo - all the reviews are terrible, wish I had looked into them further before ordering but was in a rush due to a house move. Will now have to wait even longer before I can move in properly, have caused more problems than they know or care about.

bought 10mm luxury underlay as advertised , it arrived quickly to be fair . Within seconds I could see it was cheap rubbish with absolutely zero density . We called them to say we want to return it due to the poor quality , he said you ordered the budget underlay, we explained we thought we'd ordered the luxury one as it clearly stated on the website .. then they want to charge us £30 to collect it . Be warned, this is one unscrupulous company.

Avoid at all costs .

**Warning** They only invite certain customers to review on Feefo. They have been known to bribe customers to amend their reviews on Trust Pilot to higher scores of the customer changes there negative review to a good one!

The worse customer service I have ever endured.

I’ve held off writing a review as I was hoping for a decent resolution but there’s no chance of that. I’ve been ignored for 3 weeks since my initial complaint. The proof of this is that they don’t have any record of my initial complaint, I do, in writing. To begin with there were responses but ones which lacked any understanding and which completely ignored my explanations.

Then what followed was just under 2 weeks of radio silence whilst I was waiting for a resolution from them, so I decided to call them.

I’ve been patient to date but after the phone call today, I completely lost all patience due to her defensive attitude, her lack of helpfulness, understanding and the fact she flat out called me a liar multiple times. She also said this case was nothing to do with customer service, a silly thing to say when a customer is calling customer services about the lack of customer service?

Unbelievable lack of respect for a customer who is clearly upset at being left with a £400 carpet which was damaged on delivery. They have attempted to blame the fitter, the manufacturer and today they have blamed me. They will do anything to push blame and take no responsibility.

Do not order from the company if you are on your own, if don’t have strength to lift a carpet, if you don’t have a kerbside/garden, if it’s raining where you are or if you don’t have a flat space to store your carpet until it is fitted.They don’t cater for you.

Good luck if you find any damage after the carpet has been fitted because they don’t care.

Read every inch of the T&C’s and small print, they have their backs completely covered and an army of defensive, rude and insulting customer service reps to ensure the customer is left upset and out of pocket.

Flooring turns up in Thin Black Bin Bag material damaged and dirty.

Offered goodwill gesture only if I change my feedback on Feedo review site. They try to tell review sites that they have tried to work with customers when really the truth is it takes weeks to get anything positive out of this company mailing and mailing and then they put conditions on anything they offer.

Appalling service .

I ordered a Vinyl Floor for a hair Salon in plenty of time to get it fitted before opening. It was due to arrive 31/03/21. It wasn't here by the 7/04/21 so I tried to call Onlinecarpets, Only to discover they don't accept phonecalls and to message. So I messaged explaining I needed the flooring to fit in a shop that was opening on the 12/04/21 at 8am After 24 hours I got a message back telling me the courier couldn't find my parcel and they would try and have a look.

After me messaging multiple times they finally messaged me on the Friday before opening to tell me they couldn't find my floor and there was No chance of recieving a floor before opening and offered me my money back or a new floor no earlier than the 19/04/21.

So I had to find the money and waste a whole day trying to find a store that could supply me floor before the 12th trying to get a hair Salon open and refitted in this current climate is hard enough but the stress caused by this company was like nothing I've dealt with before.

The company is a shambles communication is a disgrace no regard for there customers.

ordered and paid for carpets off online carpets after i paid for the carpet i was sent an email telling me they do not have the carpet in stock so i asked for a refund they said they would process a refund and i would get it within 24-48 hours so i waited but nothing materialised so i phoned them a few times and emailed them asking where my refund as they said it was sent out on the 20th of november

by this time it was the 23rd of november and still no sign of my refund so i phoned paypal up and they said there is no record of any refund even sent out on the 20th so i sent online carpets another email asking where my refund was as i contacted paypal and told them they never had any records of the refund so i opened up a dispute with paypal and then i got a partial refund i originally paid £477.20 i got a partial refund of £208.62 i sent online carpets another email asking for the rest of the money back and so far have had no response so i have contacted trading standards and citizens advice bureau and i am waiting for them to reply so they will be getting involved

i have copies of all emails and receipts

i did write another review on trust pilot and online carpets tried getting my review taken off by calling me a liar by saying i never even bought a carpet off them but i have all the documents and receipts proving i did it looks like they are trying to discredit me and trying to make me look like a liar so they dont have to give me back the rest of my refund which is almost another £270

i am waiting for advice off trading standards and citizens advice on court proceedings if necessary

online carpets are very polite when they are taking orders and money off customers but they was nothing but rude when i asked for a refund one salesman even slammed the phone down on me

my advise is have no dealings with this company they are very rude and unprofessional

i am on incapacity benefit it took me nearly 4 years getting the money together for the carpet i needed for my flat

this company has made my illness very bad and with all whats going on right now with this covid 19 stuff and all the stress of it online carpets found it no problem just taking my money off me

all i want is the rest of my refund as i cannot afford to carpet my flat now after what online carpets have done

Ordered two carpets online by the Invictus range and although delivery was super speedy! I am thoroughly disappointed that both carpets are completely different in colour to each other. I ordered the Silver Chalice in the Orion and Sirius range which are sold together however the Sirius is the correct colour as per samples but the Orion carpet is alot darker and has a brown tinge to it despite apparently being the same colour. I would expect a slight difference due to the carpet coming from different rolls however i am certain that I have been sent the wrong colour and Online Carpets are trying to cover for their mistake.

When trying to contact customer services, there phonelines are out of order due to working from home so the only way to contact them is through email and i dont believe they are taking my concerns seriously.

I would avoid at all costs especially if you are after a more expensive carpet as it could be a costly mistake to yourself.