Carpet Right Reviews 105

Ordered a carpet from the roll measuring 4m by 3.6m from carpet right in croydon. After failing to turn up to deliver and fit it without a call ( no apology and so rude), they turned up the following week with two off cut pieces of carpet each less than 2m in width each, which of course doesn't fit. They cut the carpet in half at the warehouse and are stating that overall if you put the pieces together we got in total 3.6 by 4. What kind of nonsense is this?!!!! And they have the audacity to demand we now pay again for them to deliver one piece of carpet measuring 3.6 by 4 which is what we paid for in the first place!!! Ludicrous and outrageous!! And i have never ever in my life been treated with such contempt and dismissive attitude by sales staff.

The young woman who took our order for a new carpet was called Rebecca she was the most helpful person ever. It took no time at all for the order to be done and dusted.
Thank you Rebecca
Mr Alan Postlethwaite

Popped into our local branch of Tapi carpets. Rude all my wife said was £800 for a bedroom carpet was expensive the man I think his name was Justin said well so is food. Totally rude. We walked out and went to Carpet right in Hastings
The service was totally different
Jess served us with a smile gave a us options and we bought a better carpet for a lot less money. Jess was very friendly indeed. Would definitely recommend carpet right
Thank you Jess
mr n mrs king

I went into your store in at Leonard’s on Saturday 17th February 2024 and what I believe to be the manager of this particular store (Vicky) We found very rude, abrupt and pushy. She passed us over to this lovely lady (Jess possibly). Your manager then proceeded to (after relinquishing our customers care to this lady) tell her that she can’t do this and she can’t do that , belittling her and the manor in which she spoke to this lady was disgraceful, know one should speak to anyone that way let alone on the shop floor in front of customers and the other members of staff. Also the information Vicky gave us was incorrect, Jess had to rectify this which took more of our time. If it wasn’t for Jess we would have walked out of your store and not placed our order… I felt very sorry for this poor lady. 5 star for Jess 1 star for manager.

Kettering store

Having paid for carpet, underlay and fitting we were disappointed to have extra charges added.
A stair fitting supplement, carpet fitting administration charge and a making it easy charge.
Total £106.24 on top of our final receipt.
Not acceptable especially with the current retail climate

Absolutely terrible service received so far from Carpet Right. Had an estimator do a home visit at the beginning of January, as I needed flooring throughout the house quickly, having renovated it to go on the market at the end of January. The estimator was at my home for nearly an hour and-a-half measuring up, and confirming my order. The following day, the local store contacted me (Waterlooville), because the flooring chosen was discontinued and couldn’t be ordered. Allowing the estimators to carry discontinued samples is poor. An alternative was however selected, all showing in-stock and the order placed with Sam Ingram the store manager, and paid in full. Delivery was confirmed for Friday 26 January. When the order was delivered, all the finishes were missing (scotia and beading). I contacted the store and spoke to the store manager who said he was following-up on the issue. He didn’t understand why the items hadn’t been delivered. They were showing in-stock, and he was trying to locate them, to get it sorted. I stressed the urgency, given that the fitters were due Thursday 01 and Friday 02 February. Having already left a week inbetween delivery and fitting, in case of any issues. I followed-up with Sam again before the fitters arrived, and on Thursday 01 February when they were on site, stressing the urgency of an update! The store manager advised he was still waiting to hear back from head office. He told me to proceed with the fitting, and said that while it wasn’t ideal, he’d organise for a fitter from the store to come and finish the job, if the items couldn’t get to me in time, which it was looking more and more likely I said I didn’t want this to happen, as the flooring needed to be finished, so the house could go on the market. Also as I have 4 dogs, so had already planned to stay away from home for two days with the dogs, while the fitters were in. The store manager did not call back as promised. The fitting proceed to take place. The following Monday (05 February) I contacted head office to escalate the issue as a complaint. Head office said they had already shared an update with the store last week, that the items were out-of-stock, and due to a delay with the manufacturer, delivery would be 6-7 weeks on all outstanding items. I informed head office this was not an option. The original purchase had been made only based on the quick availability and delivery, as my house needed to go on the market. The house being finished could not be delayed for a further 6-7 weeks. The head office advisor suggested I continue to put my house on the market, but maybe don’t take pictures of the bits that weren’t finished!!! I said I would absolutely not have professional pictures taken with unfinished flooring, and asked what other options were available. She said an alternative if I had white skirting would be to swap the trim colour, so the main part was complete. I additionally shared that the fitters had been unable to fit the door thresholds, as all the ones delivered had been the wrong sizes, and for carpet - laminate, not carpet - vinyl as ordered. I agreed to compromise with an alternative white beading to get the floors finished. Head office confirmed they’d contact the store, and come back with the resolution in 48 hours. They confirmed the white beading was in stock within a week, so could get fitted quickly. They confirmed the store would contact me to get it booked in. No call was received. Maria from Head office called on Friday 09 February asking if the store had called and sorted the resolution, to which I confirmed they hadn’t. She confirmed head office had spoken to the store and told them to contact me to get the fitting booked in. She would call them immediately to get the store to call. No call was received from the store on Friday or Saturday. There is absolutely no sense or urgency or care to rectify the issue! My life is currently on hold because carpet right can’t get themselves sorted out! It’s frustrating, stressful and completely unfair. The customer service is desperately lacking! I visited the local store today (Sunday 11) keen to ensure a resolution and be able to move forward. There was a single person in the store Peter, who was of absolutely no help at all. He called the store manager who said to relay he’d not heard from head office, and would call on Monday! Just fobbing me off, and giving me the absolute runaround! Peter is not qualified to deal with customer complaints, nor even do a simple refund of a box of vinyl…he should therefore not be working in a store alone, it’s nothing but unhelpful! I’m still waiting….no finished flooring…no house on the market, and nobody in carpet right, that care enough to get this resolved! Do not purchase anything from these guys, if you’re looking for an efficient and easy customer experience.

Friendly team at East Dereham. Great prices, quick and friendly service. Mandy was very helpful and a credit to the staff at East Dereham branch. Very happy.

Never again will i use carpet right. James the manager in the Newbury branch was appalling as was the complaints team, he never called us back even after numerous calls, promised the sales guy that came and quoted that he would call us but didn't, he knows he didn't tell us about a fitter fee otherwise would of called us back!!!!!!! We were never told that there was a fitting charge till the day the fitters came and demanded we pay them into there account which we felt uncomfortable with. Never got any paperwork till we chased them! THE SALES GUY WANTED A SALE BASED ON FINANCE WE WENT THOUGH, AT NO POINT DID HE MENTION A FITTERS FEE JUST THAT WAS ALL IN THE PRICE!

If we would of known about the fitters fee we would of got other quotes rather than go through a credit check!

When we complained to head office we were just fobbed off and advised its in there terms and conditions even though we weren't given any or again told about it!

Shocking experience !!!!!

We used carpet right in Evesham, Dom went above and beyond with helping us find a quick a cheap solution. Honestly can not recommend Dom enough. Thanks again for being so helpful.

It's the second time in 4 months I have used carpet right in Burton upon Trent. From walking into the store to actually having the carpet fitted has been a pleasure hence why I returned. The staff knowledge and helpfulness in the store was great. Duncan who came out to measure is such a lovely guy. So punctual. The store kept me informed on progress of my order. The two men that fitted the carpet and took old one up and underlay were so efficient. All did a fab job. Highly recommend them

Graham from your sweet briar store on Norwich. Smashed it again faultless service friendly and profesional.
Fashion is temporary style is eternal.

Great customer service by Kerry in the Norwich branch. Excellent! Thanks K

Ram at Loughborough store was excellent and fantastic service

Malcom from the llandudno branch was fantastic, came out and measured and talked the whole process through. Looking forward to them being fitted

I visited the Maidstone store to order a front room carpet. Jason provided exceptional customer service, he not only provided really good advice as to what would work best, but I felt I’d been given a really reasonable price too. The experience from start to finish was a pleasure, and I left the store feeling really happy with my purchase. have already recommended the store, and have no doubt it’ll be the only company I use in future.

Alison at the Kirkcaldy branch was very helpful knowledgeable and gave us great advice

Jonathan the fitter at the swindon store has done an amazing job fitting my new carpet. He was friendly, clean and tidy, he even did the vacuuming! I would highly recomend him.

Despite the job being cancelled 3 times, the guys who fitted the flooring were first class

Russell at carpet right Castle Maria retail Park was very helpful & informative when buying our bedroom carpet