CarpetRight
Reviews and Complaints

On Tue 9/08/22 we were given a quote by Carpetright in Devizes to fit new sheet vinyl to the bathroom and kitchen of our wide beam boat.

Their fitter doesn’t do boats. Surely a space is a space?

However, they found a “carpet and vinyl specialist” by the name of Terry Quelch from Swindon who works on boats. One proviso was - we pay extra to cover his travel costs. We agreed to that.

We duly paid Carpetright £423.42 on Wed 31/08/22. (Never received an invoice from them).

The deal was we pay the fitter cash on completion of the job. The fitter’s next available fitting date was set for Tue 04/10/2022.

On the day - the fitter arrived with two big rolls of vinyl - and promptly said he didn’t have equipment to remove the previous vinyl tiles. We were surprised to hear this from someone who considers himself a “specialist”.

The quote Q000000858012 clearly says “Pay Direct Uplift/Dispose Full Stuck Flr”. Fitter told us he would have to hire equipment at a minimum cost of £180.00 to remove the existing floor. We agreed to pay this extra amount.

Terry then left 2 x rolls of vinyl in our passage, assured us he would make a plan and get back to us later that day. Never happened. We phoned Carpetright Devizes the following day who also promised to get back to us. Never happened.

I phoned Kelly at Customer Services Thu 6/10/22 at 12:55 who promised to resolve our predicament. Zena from the Devizes branch phoned that afternoon promising to come back to us the next day. Never happened. Finally on Sat 08/10/2022 my husband phoned Zena who said the fitter could only do the job a fortnight later Tue 18/10/2022. Carpetright would pick up the cost of hiring the equipment which turned out to be £130.00. The fitting fee went up to £200.00 which we agreed to pay.

The day before - my husband phoned Zena - who assured us the job would go ahead. Once again, we moved appliances and toilet out the way, plus removed kickplates and drawers. We also borrowed a small pressure scraper so equipment would be available. Just in case. Zena knew this.

On the day we got a call from Carpetright to say the fitter wasn’t coming. Again. Apparently, he couldn’t hire equipment.

Apart from the sheer inconvenience of living with an upside-down boat and rolls of vinyl in our passage - I find it hard to believe that a company the size of Carpetright is incapable of getting our vinyl fitted. It feels like the will to get this sorted - simply isn’t there. We are now right back where we started. Nowhere. We have wasted 49 days waiting and waiting and waiting. For nothing. I wish we had never, ever considered using Carpetright. They have done nothing but let us down.

I have lived in my house for 18 years and never had carpet in my bedroom; the floor boards were sanded down and varnished.
I ordered a carpet from Carpetright in September last year and asked for fitting too, to include new underlay. The carpet I purchased was a remnant and the Carpetright store was closing down so it was one of the last carpets available.
Last week I woke to find about 15 beetles on my windowsill and after further investigation found them to be carpet beetles.
I have complained to Carpetright and asked for them to pay for pest control, as these beetles hibernate throughout the winter and come out in the spring where they try to get outside to feed on pollen and food, hence them being on my windowsill.
I have noticed more in my bedroom and a couple have been found in another bedroom. We have not found any downstairs.
I made a complaint to customer services and Carpetright are saying they are confident these beetles are not from the carpet they fitted and could have flown in the window or come in from cut flowers or plants and/or the nest being disturbed when the fitting was done.
I am confident these bugs have come from the carpet. Flowers and plants do not go upstairs and if the nest had been disturbed, it would have laid dormant for 18 years! And there have been no beetles found in the areas where the plants and flowers are.
I asked Carpetright to make recompense for the pest control company service and they have said they will not be doing this and this is their final decision. I asked for the complaints procedure and have been told I can further this complaint through Customer Arbitrations at a cost to myself. This is not something I will be doing as I have already paid over £200 to the pest control company.
I cannot believe these beetles have come from anywhere else but the carpet. Seems strange they have hatched now and the majority in my bedroom where the new carpet is.

I ordered 2 sets of stair carpets from Carpetright Oxford UK at the end of August 2019. Mistakes about stock availability meant that I had to get substitutes but these I paid for in September and had the measurer come out measure and order. The order was muddled up- not by the person who came to measure but by a sales assistant in house. This was not apparent until the day of carpet fitting - which I had had to wait until 19 October. The carpet fitter realised half way through the job that the wrong carpets had been specified. I accepted the wrong carpet specification for the upper staircase and had it fitted anyway as I did not want to wait. I paid for the fitting in full.
I had to order on Tuesday 22nd a new carpet for the lower staircase. This was delivered to the warehouse but since then the carpet fitter Colin stimpson of 20 Crowberry Rd has evaded all appointments to fit it. He is refusing to answer his phone and gives excuses like traffic jams in rain and problems with his car to the Carpetright store.
It is now 24th November and I have waited in several Saturdays all day for the non-appearance of the carpet fitter . Carpetright is too disorganised to put pressure on him to complete the service or lose the contract with them. Carpetright does not even have an available customer service on a Saturday

Following the saga of cancellations and not delivering as promised, a carpet fitter finally brought my carpet pieces, a full week after the promised date. With the cancellations, I couldn't trust whether or when their fitters will turn up so I've had to cancel my arrangements for Christmas. I explained to the shop manager that I can hardly have rolls of carpets all over the house with visitors over Christmas. In addition, my dining table and chairs (and other furniture) had been moved several times in anticipation of the deliveries that never happened.

The worst part was that when the delivery finally happened, one third of my order had been cut to the wrong size so they don't fit! I had waited, and pleaded, and waited, only for Carpetright to get things wrong again and am ended up with useless pieces of carpets! So far, there has been no apology whatsoever.

Carpetright should be renamed Carpetwrong.

Beware, they can spoil your Christmas, as they have done mine.
I telephoned their customer services – their website promised 72 hours response, and yes, you guess right – they don't keep their promise as I got cut off three times and still no reply from them.

I ordered carpet pieces for whipping from Carpetrignt in Chippenham on 2/12/16. I emphasised that I want these before Christmas week. The shop assistant assured me that the carpets will be sent for whipping on 6/12/16, returned to the store on on 13/12/16 and delivered to me that same week. I had paid a £29 delivery charge. This week, they said that they don't have delivery service, only carpet fitters, so they arranged for a carpet fitter to deliver late afternoon on 16/12/16. At 2pm they phoned and said that the fitter has gone off sick. This excuse of fitter illness has been used several times by Carpetright in an earlier purchase I made with Carpetright in Bath (for which I'm still awaiting delivery and fitting after several cancellations due to fitter illness and they lost the carpet). It seems that:
1. Carpetright misinformed customers about their delivery service which they don't have;
2. Carpetright cannot deliver what they promise;
3. They are very quick at taking money (almost greedy as they tried to make me pay more after we agreed the price) but not so keen on fulfilling their service.
4. Staff do not care what customers say or feel. They said that if I complain to Carpetright's head office, the complaint will be referred back to the store to deal with. This is the reason I come to this complaints board.

My advice is do not buy from Carpetright. If you know how or through what channels I can complain, please let me know. Thanks for reading.

After waiting a month for fitting my cushion flooring for my bathroom it was damaged what annoyed me the most was the silly reponce from the sales man stating the wear house would not of noticed because of the light then when I said why wasn't it checked before it left the shop again I was told.It was of lighting plus it was rolled up so it wasn't checked all nonsense too me I cannot have it fitted now until after Christmas so I am so annoyed my first purchase from carpet right first impression's are not positive and I will not be going again I work in the NHS and I will not be recommending carpet right

I am furious. I have organised for my lounge landing and stairs to get carpeted tomorrow before christmas as we have been slowly decorating our first home. I have just had a call at 2.30pm to say the carpet is damaged we can't fit it tomorrow. I'm fuming. I rang them Monday to confirm everything was ok with the carpet I even rang Tuesday not once was I told there might be an issue then they tell me they can't refund my money for 7 days. I have just spent £600 on laminate flooring to match the chosen carpet. I am livid. I have rang the head office several times and no one is getting back to me. They have ruined my christmas as now i will have to cancel everyone coming over as there is no carpet and the house is freezing and unsafe for children. I will spread the word far and wide at how dispicable I have been treated

Last year I bought a new carpet from carpetright, Taunton, however within a short space of time the carpet began to wear.
This is a long story but basically I complained to Carpetright more than two dozen times via letter, email and telephone to the store and Head Office. I have had such little response to this day.
Please if you are thinking of going to Carpetright - DONT.
Their products are below par and their customer service is worse. Just save yourself grief and spend your money on a good product.

I was initially draw to the shop as a result of there apparent unbeatable carpet deals. They had many signs stating that prices were reduced by 50% then another 20% as a special offer, l felt sure that l would have had a real bargain should i have chosen to buy a carpet from CARPET RIGHT. However on attending the store the sales person quoted me on a carpet l liked, with all the accessories l required, the quotes appeared to be a real bargain.
However when shopping the next day with my mum who suggested we should visit our local carpet shop to compare prices... As a result of CARPET RIGHT i was sure they could not match or compete with up to there claims of up to 70% or 80%. I was very pleasantly surprised that the sales person in our local carpet shop took time to establish what my needs were for carpet and the price they gave me was in fact lower than CARPET RIGHT and the product was IN FACT THE SAME! CARPET RIGHT were offering at a much higher RRP and l feel that this was a highly over inflated original price purely for the sake of sales purposes.

I DO NOT BELIVE THAT CARPET RIGHT GIVE AWAY 50% NOR 70% OF THERE BUSINESS EVER... THIS APPEARS TO BE JUST A SALES PLOY.
Please shop around I'm so pleased i did! just get a quote, you may be pleasantly surprised

I went into my local carpet right store and got a quote for a new wilton carpet, Initially i was quoted £1895 but they just jotted it down on a normal piece of paper. As it was an insurance job i needed a letter headed document, i went back to get this and once they heard insurance the price went down to £1508. However they refused to quote me for underlay, so insurance company asked them to write it down that the price excludes underlay, so when i went back to have this written down the sales assistant said that this price is wrong and did another price which was £1245. I took this and walked out the store.

The store assistant shouted me to stop, he wanted the other two quotes back, i refused to give it to him. He ran behind me through the shop pushed me to the door and held me by my neck smacking me twice on my head, i had no choice but to give him the quotations. Instantly i rang the police who came and arrested the sales assistant. I am now waiting for a court hearing to get justice.

DO NOT GO INTO ANY CARPET-RIGHT STORE UNLESS YOU WANT TO BE ASSAULTED ESPECIALLY THE LOUGHBOROUGH STORE!

I ordered vinyl from Carpetright, I was charged 11.99 for glue, when the fitters came at a separate charge of £40.00 they just stuck the edges of the room down with tape and did not use glue. I advised carpetright who had the fitters return to inspect the room. They advised this was perfectly normal and how they lay vinyl (although even carpetright website advises never stick the edges only as this will cause nicking). The fitters advised they could use F3 glue at and extra charge of £25, but my dispute is the vinyl was not laid properly at the start.