Carpetright Limited - Tonbridge Reviews 103

Straightforward transaction when visiting the Tonbridge store to extend some carpeting bought a few months ago.

The salesman was both helpful and professional, explaining the process clearly. Dealing with the one person made the whole process easier - well done Carpetright (5star).
The existing carpet removal and new carpet fitting was again trouble free. Unfortunately, the fitters refused to clear the mess made in the corridors and stairs leading to my flat!!

We have visited several times to organize a new carpet when we move up north. Very helpful and friendly staff. They did all that was asked of them.

Shayne our friendly salesman made the process very simple. We would definitely recommend the Tonbridge store to friends and family and anybody who lives locally.
Thank you.

Had a lovely experience shopping for a new carpet, good advice and knowledge, along with a good choice of colours

Worst manager ever in my local store. Lies and gaslighting. Five months of stress and inconvenience and being told different things.

Had a bathroom fitted with vinyl and had to have it redone as it was fitted poorly. Had a kitchen floor fitted with LVT and the fitter told me to finish it myself round the edges. Have since had a different fitter cover up the mistakes (laminate not together and wrong door bar used as well as unsightly gaps round door) made by original fitter so it looks half decent.

Fitter who the manager has a personal bias to did the worst job ever fitting the floor. Manager has other things keep coming up was his excuse for not sorting out the problems.

Customers only important when they’re spending money. Shouldn’t take 5 months from ordering to some resolve and that was only because I escalated the complaint to head office.

Always used Carpetright but not anymore. Still waiting for my refund - won’t hold my breath waiting.

EDITED TO ADD: STILL WAITING FOR MY REFUND 5 MONTHS LATER. COMPLAINTS DEPT JUST AS SLOW TO RESPOND AND DON’T SEEM TO KNOW WHAT THEY’RE DOING.

SMALL CLAIMS COURT COMING UP.

THE INCONVENIENCE I HAVE SUFFERED AS A RESULT OF EXTREMELY POOR CUSTOMER SERVICE AT STORE LEVEL AND COMPLAINTS LEVEL IS APPALING BUT THEY DONT CARE.

Great customer service and the guys were so helpful

I thought it took ages to sort out, i went in to pay the remaining on my carpet but i had to leave because computer was not working so had to go back in to pay

Salesman polite knowledgeable and helpful

Started well with good customer support in store & prompt measuring up service.
However then got super frustrating as no payment could be taken over the phone, so then I shlept to the store and payment couldn’t be taken in store either! Wasted a journey and a lot of time waiting in store while the service manager tried to take payment and kept failing. Eventually left and was told to make payment by bacs. I did this, despite my inclination to now cancel the whole thing. Just got a call to say fitting is delayed and won’t happen for 6 weeks- this was not mentioned when I paid my deposit- I was told ‘it would be quick’ as it was in stock. So I feel frustrated and duped into placing an order. Not what I expect from a reputable retailer.

We were welcomed by a very friendly team and professionally guided to what my wife and I wanted.
Our order was completed and we are looking forward to our new carpet !!

Shayne the manager gave me great attentive service, organising the surveyor’s visit plus the fitting of two bedroom carpets. He also did his best to meet me on price. Thank you

Good service - informative , polite

The carpet adviser was extremely helpful and considerate and fulfilled the requirements I had with regard to price

Great customer service.

Shayne was very attentive and provided good advice.

He worked out a very good deal for us.

Very happy to recommend Carpetright. Always a pleasurable experience.

Very helpful and friendly service..
From the help with choosing the carpet, to Luke coming around and measuring up, to the final sale and making sure I get a bargain !
Matt,Luke and Shayne I believe we're their names.
So a special thank you to you

We were looked after by Shayne. He was very helpful, knowledgeable and efficient. We visited on Sunday afternoon to view some carpets, measured up on the Tuesday and returned on Wednesday morning to place our order which was all completed with no fuss. We are happy with the quality of the carpets and also the price which is fair. Thank you.

Worst contractor we have ever had to deal with.

On communication:
Every time we rung, they didn’t answer. If they did answer, the right person wasn’t in. The staff kept resigning so we had no continuation. The head office didn’t reply to our emails or using the online portal either.

On the work: one fitting became four because of various reasons (illness, back ache, family etc) which would be fine if they joined up properly.

Instead of using one piece of lino in the kitchen/ bathroom, it was cut in two, with no threshold fitted. Also, no silicone joining between the Lino and wall in the bathroom (along with slice marks where they made mistakes, and its lifting where it wasn’t glued properly).

On the carpet, the threshold that was fitted doesn’t lie flat, and I had to cut the door to accommodate (they didn’t ever tell us until we questioned it). Also, one of the contractors said the work of the other person was poor on the stairs and needed sorting. No one followed up with this although discussed it in person.

Conclusion: poor communication, poor workmanship, materials is fine.

I fully expect some compensation for this. We tried emailing and phoning, this is what we have left.

UPDATE: said they’d get in touch after this review… and they didn’t. Consistent terrible communication.

I was served by Shayne at the Tonbridge branch on Sunday. He was extremely helpful, patient and professional and provided excellent service.