Carpetright Limited Reviews 

Called into Hermiston Gait Branch today - looking for a new living/dining room carpet. Assisted by Mark (think he normally works at Straiton Branch) and his colleague (her first day) both were welcoming and super efficient - 1st class customer service and great selection of carpets - now just need to decide on which carpet - 100% recommend

Over calculated how much I needed by almost double. Wouldn’t let me return the extra.

We ordered our carpet 6th July 2024. Towards the end of July we heard they had gone into administration! We visited the shop and were told because we had a fitting date, our order would go ahead. We have now received a letter from the administrators suggesting the opposite??!!. Who are the carpet fitters for Carpetright?? We don't know whether to tear up the original carpet or not?? Or whether they will be on our doorstep on the morning of the 9thAugust???

THIS REVIEW WAS MEANT TO BE FOR THE WEYMOUTH CARPETRIGHT.

Shocking customer service - after 10 minutes of waiting as I watched the staff member doing nothing, I asked if there was any wood flooring suitable for bedrooms as those displayed only suggested living rooms.

The sarcastic answer was "well a bedroom is the same as a living room without a bed".
I explained I knew the difference and also that was not my question, and declined the offer to hear more - the staff member was rude, no smile, no greeting, no attempt to get up and explain products, no effort to do anything.

We took our 85 square meter order, over £4k, elsewhere where staff greeted us with a smile, showed and explained suitable options.

I had my house redone and it was bad to say the least, the carpet layers where incompetent hardly knowing any rules then without telling us tried to charge us and scam us by not telling us there was another charge to remove the carpets. Then they had left one room undone (mine), so we left them a key and the laid the grippers but not the carpet and since our carpet right store has shut they won’t do my room and I was away for 2 weeks and they did not inform us until the last day. We also have guests coming and have no idea where to put them, and worst of all it is not even slightly cheap. we are going to a new shop and hopefully getting our carpet laid by someone who knows what they are doing.

I was helped by Macer in April to purchase some carpets and he went above and beyond with his advice and expertise. We were extremely impressed. He gave a stellar service and we would definitely go to carpetright again due to his service.

i had my carpet cut ready in the store and i have not been able to get into contact with any to pick it up or get a refund

Stole our money

IT SHOULD BE NO STARS.
I think it's deplorable that you take my order and money days before you go into administration.
I can't believe you weren't aware it was going to happen.
As a pensioner with limited funds I'm now in a position of being out of pocket with little or no chance of getting anything back.
No doubt management and directors will get hefty payouts.
It's absolutely despicable

‼️Do NOT purchase from this company - they cannot be trusted and will just steal your money ‼️

Carpetright East Sheen have taken my money and are refusing to fulfil my order even though they have taken my money and have it in stock. You cannot speak to anyone with authority as the regional manager makes decisions and hides away in a ‘non customer facing’ role.

To share the full timeline of events; 

- throughout June and July 2024 we discussed the order and costs. Delays or business issues were never highlighted.

- Friday 5th July - placed £2,445.04 order instore. We were ready to fit from that day but was told at this point that one carpet would take 2 weeks (Friday 19th July) and another 6 weeks. Paid with gift card from my rewards scheme at work and used my personal debit card to purchase this

- Friday 12th July - I now know they stopped taking orders unless fitting next day. They’ve also said that all customers with pending orders were contacted to offer cancellation and refund but I was never contacted! They just took my money knowing my order would not be fulfilled

- Wednesday 17th July - was called by East Sheen branch to say carpet not being fitted Friday 19th as there has been a delay with supplier - which I now know why. Was not updated on situation with business or offered opportunity to cancel orders and told someone would call back with update that day. No one called back at all.

- Monday 22nd July - called to find out business was in administration and all orders are not being fulfilled.

- Thursday 25th July - visited store but still closed due to IT issue

- Friday 26th July - visited East Sheen store and discussed with manager who said he feels they should fulfil the order as this is a unique case but it’s regional managers approval needed.

I called for an update Saturday, Sunday, and Monday, as no one called me, but there was no update. On Tuesday I called and had call back with the update that the regional manager wasn’t willing to approve this order, even with one of the carpets already in the warehouse. 

I’m now also aware that debit and cash orders are being fulfilled as ‘goodwill’ so I do not understand why my order cannot also be fulfilled? The gift card was bought and redeemed 2 weeks before carpetright went into administration so I know, as I work closely with the gift card industry, the money would have flowed back into the carpetright business, just as cash and debit payments would have. I also paid for the gift card with a debit card through my company rewards scheme.

I am a loyal customer having placed a similar sized order just 2 years ago when we moved to this area - having been recommended by a neighbour.

I’m not one to give bad reviews but I feel very unfairly treated the whole way through this process, strung along and that they have responsibility to fulfil this order, just as they are with similar debit card and cash orders. I do not want a refund, I just want the carpets we took months discussing fitted. 

Jamie Saunders

Sold me carpets that never arrived and refused to help

Took my money and order likely knowing they were about to close down

I would give no stars but that is not an option. Initially had an appointment in October 2023 to choose and quote for carpet which I proceed with. This was for three bedrooms, hallway and stair to be fitted within 3 weeks. During this I requested to have stair runner with thick black edging and was told that was feasible however two separate fitting dates would be needed to allow for the stairs to be templated.

The fitters who completed the bedrooms said they can’t do that type of bonding therefore it took them 6 months to get the runner ready, and fitted on the 7 month upon instruction! I complained to the Hermiston Gait branch in Edinburgh who sent a cheque for £75 as compensation. This was not accepted by the bank.
Also door bars were not changed during fitting and no compensation or response when I informed them of this. Waste of time.
These guys are a joke- STAY AWAY

Went into administration with my carpet in the warehouse.

I had a fitting arranged from the Reading store for yesterday and was told they would call me before 11am to arrange a time. I heard nothing. Tried to call the store 3 times and left messages,. I also sent an email and got no call back or response.
Not impressed at all.

Great service from staff in store who had helped us many times before we decided what to buy

CAS-268405-P6H3H7
I am writing to make the complaint over 7 months about the carpet installation service I ordered from Carpetright. On 3 December 2023, I placed my carpet order and paid £694.05. The installation was due to take place on 5th January 2024. However, on the day of the installation I was told that the work could not be completed due to a shortage of stair noses and was assured that it would be completed the next day. Despite multiple follow ups, the work has remained uncompleted for over two months.

In response, I went to the store to seek a solution, only to be met with discriminatory and rude behaviour from staff. I subsequently emailed the company to lodge a complaint and received a response the next day stating that a case had been opened. Unfortunately, there has been no further communication or resolution and it is now over six months later.

During this time, I have contacted several third party carpet installation companies to complete the work, but they have all stated that they were unable to rectify the initial installation errors. I suspect this is why Carpetright has not returned to complete the work.

It has been 7 months, no anyone contact us to solve this problem, as their staff are racial discrimination.....
EVEN ONCE!!!!!!

Good service and help in choosing the correct products and in home measuring service. Very helpful and efficient staff.

They have cancelled my carpet and are not returning my call, worst carpet service ever