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Original poster

Carpetright - should we / would you?!

25 replies

MimPimMim · 23/09/2023 20:11

Posting in chat (rather than home / DIY) for traffic as hoping to tap into the collective mumsnet wisdom!

In short, we are getting new flooring in most of our house (bedrooms, living room, hall, landing and stairs). We have had quotes from three independents, Tapi and Carpetright. Carpetright was by far the cheapest. We asked the independents to price match (didn’t like Tapi) and none of them would / could even get close. I don’t think Carpetright are ripping us off on price… they have advised that our existing underlay, grippers etc. are good to reuse and I have price matched with megaflooring superstore, which is comparable (a fraction cheaper but only just), after all the discounts Carpetright chuck at you. But… I have a niggle about using Carpetright as I worry about the fitting, the aftercare if anything goes wrong etc. Customer reviews seem to be mixed and it seems to be highly dependent on who they subcontract the fitting to - our local Carpetright is Woking, in case anyone has any experience of them.

So, I’d really welcome any opinions / experience (good or bad!) of using them / advice if we do go ahead please! Thanks in advance, really appreciate it 😊

OP posts:

Watto1 · 23/09/2023 20:18

I’ve had several carpets/flooring for carpetright and they have been great! The fitters are independent to carpetright and you pay them separately on the day of fitting. Last month we had vinyl flooring for the bathroom. The fitter phoned us the day before he was due. He told us that there was a flaw in the flooring he had just collected from carpetright and that he was unhappy to fit it. Carpetright replaced it without quibble and rearranged the fitting promptly. I was very happy with both the fitting and the flooring.

lionsleepstonight · 23/09/2023 20:58

We had a terrible carpet fitter via CW, admittedly CW did send another fitter to 'fix' but it was a hassle and to be honest they were never right.
However, the hard flooring fitter was excellent.

Since that experience I would only use a company who employed their own fitters.

Finishingoff · 23/09/2023 20:59

I’ve always used them and never had any problems.

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Home improvement

TheYearOfSmallThings · 23/09/2023 21:01

My carpets were fitted really well by carpet right. However they did a very poor job with a vinyl floor - the vinyl had two small punctures and they cut away slightly too much at the threshold.

Peaceandquietfinally · 23/09/2023 21:04

Have always used CW and they have been fine. The actual carpet fitting is down to the guy on the day so no guarantees with any company.

Scotinoz · 23/09/2023 21:27

We’ve had Carpetright carpet half our house now.

Decent price, they actually just discounted a carpet that we procrastinated about for ages (we were waiting for the sale) and the independent fitters have been good.

Silkiebunny · 23/09/2023 21:34

We used them when doing up old house for sale. Fitting was independent via them fine and very cheap, if its fairly straightforward fitting should be OK. Delays and mistakes with order which were corrected but delayed things a month. Quality was OK but not great but fine for sale. Its a bit like using Ryanair for flights, though with a lot more random luck of who you get.

Silkiebunny · 23/09/2023 21:36

The people who bought our house asked where they could get more of the same carpet for another room so must have been OK for them.

Original poster

MimPimMim · 23/09/2023 23:34

Thanks everyone, lots of food for thought! We are looking at a mix of carpet and vinyl so this is really helpful.

I think it is the subcontracted fitters that are giving me pause so will ask Carpetright for a bit more detail around who exactly they use / customer feedback on the fitters etc. Everyone we asked for recommendations strongly said to go for an independent who employ their own fitters… but would find it difficult to justify paying significantly more for that vs. the price from Carpetright. We had expected that the independents would be able to offer a lower price but perhaps it’s hard to compete.

Has anyone used Carpetright in our local-ish (Surrey) area by any chance?

OP posts:

Witnit1 · 23/09/2023 23:59

I used them (London). Never again.
They were really difficult and not nice to deal with, relatively cheap carpets but the underlay is where they make their money.

And the fitter did a botch job around the radiator which as a new carpet novice I didn't realise.

If ever I need carpets again I'll research local independents but won't touch carpet right with a barge pole.

Saz12 · 24/09/2023 01:12

Ive used them 3 tlmes, all for lbedroom carpet straightforward rooms. Perfectly happy, and about a third of the price of independent.

Madcatwoman68 · 24/09/2023 08:19

We used carpet right for our stair carpet. Never again. The whole experience was stressful.

The man who came to measure up used the wrong price for the quote. Had to contact shop who never replied to the e mail. Had to go via head office to get in contact as phone in the shop was never answered and e mails ignored
Shop staff gave another wrong price. Took 3 attempts to get correct price used.

The surveyor also quoted us for a grip bar that the fitter didn't need as our tiles in bathroom had an edging already. Had been paid for but only found out when fitter said it wasn't needed.was too much hard work to get a refund at that stage

We had three confirmation e mails for the fitting day. On the day no one turned up as we weren't booked in. I got in touch to complain and was told the e mails are automated so basically useless then I assume if you don't get booked in as well.

The second date for fitting was cancelled the day before by carpet right.

Third time lucky they turned up.

Never ever again. Too much chasing up on my behalf. Head office not interested and said to complain via local branch. Staff there were totally disinterested.

All in all a shambolic experience.

fenellafoofoo · 24/09/2023 08:35

We used them in Surrey. Absolutely awful... booked it all in but they had never actually booked a fitter! It wasted so much time and took weeks to sort out. Nobody ever answered the phone or knew what they were doing. Never again!

TinselTarTars · 24/09/2023 08:46

They fitted 2 different carpets at my sisters, although she only chose one. It was a pain as she had to wait for someone senior to come out, agree it was wrong and issue a refund.
We went with a local independent company and their work was fantastic as well as their customer service.

graceinc22 · 24/09/2023 08:48

If you’re in Woking, and would consider coming up the a3 to a carpet shop, I’d recommend you check out carpetmania on hook road, surbiton. It’s an independent family run shop which advertises itself as “probably the cheapest carpet shop in Surrey”. We chose it recently over carpetright and were so so happy. Lovely quality carpets fitted so efficiently and well. A bit cheaper than carpetright from memory.

Shodan · 24/09/2023 08:53

I've used them several times (my nearest branch is Walton) and have been very happy every time.

But you can buy the carpets from them and find your own fitter if you prefer I think?

GyozaGirl · 24/09/2023 09:26

I have used carpet right and an independent carpet shop, trying to help those independents. The carpet fitting was fine in all cases but the carpet from the Independent just didn’t last at all.

Original poster

MimPimMim · 24/09/2023 13:04

Thanks everyone! This is really helpful. Just worried it’s a bit of a gamble with regards to fitters / aftercare if anything goes wrong. But hard to ignore the price we’ve been quoted compared to the others… Disappointed that we can’t find a competitive price from an independent as we’d rather spend our money there (and support an independent business to boot).

graceinc22 we’ll definitely check out Carpetmania - thanks for the tip!

OP posts:

SheerLucks · 24/09/2023 20:10

Finishingoff · 23/09/2023 20:59

I’ve always used them and never had any problems.

Same. Three times now.

AbbeyGailsParty · 24/09/2023 20:14

CarpetRight were brilliant when I ordered new kitchen flooring. Kitchen fitter was ill, so all plumbing, fitting etc delayed 2 weeks. CR held my flooring for me. It was perfectly fitted too.

Original poster

MimPimMim · 24/09/2023 21:45

Thanks - good to know!

OP posts:

jlpth · 24/09/2023 21:48

I personally now only use local people for carpets. I just worry that CR would outsource the fitting to a randomer - might get lucky and be great, might not. A local shop would get a bad rep locally if they continually fucked things up.

Bluevelvetsofa · 24/09/2023 22:14

We only use local independents. We get a loyalty discount. Their fitters are good, service is prompt and communication is good. I wouldn’t consider using Carpetright, Tapi or any similar. Tapi, for some reason, has utterly foul smelling air freshener in every store I e walked past. Apart from anything else, it puts me right off.

Talipesmum · 24/09/2023 22:23

I’ve used the Woking carpetright a few times. Quite a few years ago, all was great. Then about 3-4 years ago, used them a few times and each time there was a problem. Once was they ordered the wrong colour vinyl for the bathroom floor, and we didn’t spot it until the fitters had already put it in place and stuck it down. They readily admitted mistake in the shop but it took a while to get the fitters back to replace it and tbh the fitters were really grumpy and surly when they came to do it, and the finish wasn’t great. Then they somehow had the wrong size for the hall carpet and had to do a patch till they could come back and replace (despite them coming to do all the measuring). A couple of times I’ve not been impressed with their fitters. Grips didn’t stay gripped in the doorways and they weren’t easy to talk to, quite snappy and abrupt. I did mention it to the v nice person in the shop but didn’t seem like there was much they could do.

After a couple of purchases and fittings where we really weren’t happy and they had to come back and correct big mistakes, and we didn’t like the fitters, I gave up and we now use tapi (based in homebase) and they’ve been great.

Talipesmum · 24/09/2023 22:25

TBH OP, if it was a lot cheaper, I’d maybe go with them but check and double check everything really carefully, and watch the fitters - the Woking store were great at fixing mistakes but I’d always rather none were made in the first place. I might risk it to save a lot of money though. The carpets themselves have been great.

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