Carpetright - are they any good?

[Sandgroper]

Hi

Am very tempted by their massive sale as we have to carpet the whole of the upstairs! However not sure if they are ok with fitting etc.

Good part is we can afford a much more expensive wool mix carpet (80/20) as we are on a budget after a big build project.

Does anyone have any experience with them? Good or bad would be appreciated..

Many thanks

[tonygore61]

In my experience this company is rubbish we ordered a biscuit coloured carpet when they fitted it in May we got a 2 tone carpet,We complained to the store manager then after 6 weeks went to customer services it's now August and still nothing sorted it seems as soon as this firm have your money they don't want to know

[tonygore61]

In my experience if you want a load of grief use carpetright we orderered a new biscuit colour what we got was nothing like we ordered,we have been chasing them since it was put down in May someone called Dean said he would sort it out but even carpetright so called customer services are useless these pictures are of my biscuit carpet

[LaidbackLad]

I thought I'd chime in with my experience of Carpet Right. In short, they tried to charge me over £600 for work that wasn't needed. First they said it needed to be done in the bathroom and ensuite, and then changed this to the kitchen, utility room and downstairs WC.

I spoke to head office about this and they said that when the person doing the measurements on the house (it's a new build) found that there was a dampness reading of 99.9%.
This is completely untrue. Had it been that damp, the house would never have received its habitation certificate, and NHBC would never have passed the property either. I would never have been able to move into the house.

After numerous emails, and posting on trustpilot, Carpet Right are still adamant that they are right. I even had to chase them up to get the refund for my deposit. Carpet Right have told me that they're disappointed I wouldn't let them back into my house to retest the damp levels in it. I would never let such a scam company back in when it's clear they were trying to defraud me of money.

[wheresmyphone]

Another organisation that does great "sales " like DFS etc. I.e. Stick out stock for 4 weeks in full knowledge they will discount by 50% for 4 months. People think are getting a bargain. Assess any product not on apparent discount but at the price you are buying it at. Do not fall for the "discount" . It's not a real discount. I have bought stuff from loads of these places for rentals etc. it's fine, ok quality but do not get misled. The goods were always going to be sold at the discounted price anyway.

[GoodGirlsGuide]

We’ve used them a lot and always found the fitters to be great. One piece of advice is not to buy your underlay from them as we found it massively overpriced. There are lots of online retailers that sell great quality underlay. Our most recent carpet fit with carpetright the fitter asked where we got out to underlay as it was such good quality. It was less than half the price of Carpetrights mid range!
www.carpet-underlay-shop.co.uk

[kitkatpat]

Hi every one, I am new to this site.
If you are thinking of buying carpets from Carpetright think twice. I wanted a silver carpet, So I went to the St Helens branch. I saw the Sheridan silver carpet at half price. I was shown the sample in the doorway on a very sunny day, it looked lovely. However when it was laid, it was a dirty grey, when I asked about the difference in the colour, I was told it is a shaded carpet, I was not told this before I bought it.
The fitters came, the doorplate between the lounge and kitchen was dreadful, the plate only covered the carpet, and I could get my hand under the cushion floor and lift the whole lot up. I rang the shop, the fitters came back, I was told " we will get you the wider plate but you will have to drill and fit it, when I said I would put it on line, they agreed to do it.
The wider plate they put on was chipped, and to my horror, one of the screws stuck in my foot. I had filmed all the plates and the carpet before Stephen from the St Helens shop came out. I then noticed on the photos that all the other plates where not new but my old plates. The old paint on the plates where a dead give away.
I told Stephen I had videos and photos.He asked me for a screw driver to try to get the screws flat, said he would get the new plates fitted, 3 weeks later nothing, only when I threaten to sue, did the fitters turn up.
I then got an email saying customer care had tried to ring me and leave messages, this was a bare face lie, I had been unwell, and no one from Carpetright rang. Then I got an email saying the had spoke to Stephen, and he said the plates where new, and the wide plate had a black mark on it as the others. He forgot I had taken photos before he came, the doorplates all had paint on them and the wide plate was chipped, So hes lies are found out.Plus he forgets I have had family and friends in, and showed them how they had left my old plates on, complete with the old paint marks on,
I paid for the plates to be replaced by new ones, and they left my old old ones on. They have now fitted the new plates, after I threaten to sue them, and are now trying to lie their way out of it. Do not buy from this company, I regret the day I walked into their shop. Will now send photos ectra to Watchdog. I am not the 1st on line to be left with old doorplates after paying for new

[Shortdarkandfeisty]

They are AWFUL - avoid them. Fitter threatened to take our carpet out again once fitted because I wanted to pay him £125 by debit card or cheque, not cash. On a £1k carpet, which I'd paid for. He was abusive and unprofessional. They sent me flowers, but I still wouldn't use them again.

[Lucisky]

Argh, Carpetright. We had to threaten them with trading standards when they showed no interest in 10 year guaranteed vinyl that had split two weeks after fitting. This was only one problem we had. Once they have got your money they are not interested. They are rude, unprofessional and generally unpleasant to deal with. I now use a local small company who have an interest in doing a good job. Please don't use them, they are dreadful, and all the free fitting offers they have, you may find, don't apply to the stuff you have just bought! Total shower of shite.

[thegovernoruk]

Carpetright....Buyers beware. I am currently undertaking an investigation into over pricing customers along with several hidden charges. However legally, I must advise that it is relation to one branch of this chain located in Hamilton Scotland.
I have raised the concern with their head office. Unfortunately, their response is also being further investigated. The time line to receive a response has so far been 29 days despite being contacted 6 times with no response.
The response indicated all manner of reasons for non compliance until threatened with court action which spurred a reply. They explained that their email system had gone down and they had not received emails from anyone, to ill trained customer service employees which as you will acknowledge is not acceptable codes of practice.
I would seriously recommend you reconsider approaching this company and will be happy to update you on this serious scamming. Unfortunately it would appear court action will need to be taken to recover the scam and costs associated with them.

[Devora]

This thread keeps getting revived! So I'll add my ha'penny. I've used them twice. Once to buy a big square of carpet and have it edged into a rug - no complaints, cheap, the rug has lasted well. And once to lay vinyl flooring in my bathroom - really wish I hadn't had that done. It was always supposed to be a cheap interim solution but it looks even cheaper because it was so badly laid, with air bubbles billowing under the floor and the edges left unsealed. They went off leaving the door unable to close, which they didn't think was a problem. So yes, it's all down to the local fitter. If your Carpetright is recommended locally, then you're probably ok. But I wouldn't use ours for anything that needs fitting.

[poppet131]

I bought my carpets online and underlay from Screwfix - cormar carpets are great quality! Just get a local fitter too. We did the carpets for our three bedroom house for less than £800 incl labour and all the materials. Carpetright's quote was £1450!! And make sure u get great quality underlay - don't scrimp on this!

[Babymamamama]

No - the avoid like the plague the independent fitters I had were rude and unprofessional. Took nearly six months to get them back to finish off properly. Look elsewhere. They are cheap for a reason.

[IWasHereBeforeTheHack]

I'd recommend using a local independent in preference to CarpetRight every time. They are expensive, both for carpet and the service.

[Bonneboo]

We had a terrible experience with them. I was eight month pregnant when we chose a lovely carpet over the Christmas sale. Obviously we wanted to get if fitted before our baby’s arrival. So we paid them and £1,000 and got our house ready for fitting. After two weeks of waiting I chased them and been told that carpet is out of stock and it will be available after another week, then after another week was still no sign of carpet. Chased them again and have been told that it still hasn’t arrived and will be another two weeks. By then Christmas sales were long so it was a hard decision to go somewhere else. Customer services were a bit crap as well. They kept telling me that they will ring me back but they haven’t rang me even once. Every time I spoke with someone they kept telling me that they were just about to call me which obviously wasn’t the case. Overall more Carpetwrong rather than Carpetright.

[genuineshopper123]

BAD, DISHONEST, DECEITFUL, MISREPRESENTATION, NOT FIT FOR PURPOSE ....... See photos, PILE REVERESED .. LIGHT AND DARK SHADES on a plain carpet in every room I had fitted. Carpet falling apart in my hand as pile comes apart at the slightest tug between fingers. STORE not responding, MANAGER off sick, NO EMAIL ADDRESS apparently. EXAGGERATED measurements, off-cuts are huge and enough to carpet another room. I paid in full in advance for laminate and carpet including all accessories (naively). MISSING MERCHANDISE, MIS-SOLD PRODUCTS, half my order that has been paid for was never delivered, used or needed so Under the SALES OF GOODS ACT 1979 and CONSUMER RIGHTS ACT 2015 I am entitled to a full refund as I only had fitted 4 days ago. Lets see what response I get from TRADING STANDARDS, HEAD OFFICE, SMALL CLAIMS COURT. Worst company ever, stay away, do not deal with these cowboys. They're simply out to defraud for profit. ... Read all the horror stories all over the internet, I wish I did first.

[young1066]

there rubbish,all you get is lies and excuses,1 failed delivery after another,and wait till you want a refund,then the bullshit is really turnedon,and surprise surprise the head office/customer service/dis-service is worse and there dismissive and ignore you

[Jibbety]

I accepted Carpet Right's quotation, but don't recollect being told that the carpet would be fitted by 3 young men, working independently, on 'verbal contract'. Carpet Right bear no responsibility whatsoever for their actions. The fitters said a couple of doors needed 'easing', did I want them eased? Naively, I said ok, later discovering that 10 doors, including all cupboards, had the lower edges raggedly sawn off - completely unnecessarily! I was presented with a bill for £150! They looked terrible and howling draughts blew under them. CR will do nothing. I had to pay a carpenter to fix them.

[Jibbety]

I accepted Carpet Right's quotation, but don't recollect being told that the carpet would be fitted by 3 young men, working independently, on 'verbal contract'. Carpet Right bear no responsibility whatsoever for their actions. The fitters said a couple of doors needed 'easing', did I want them eased? Naively, I said ok, later discovering that 10 doors, including all cupboards, had the lower edges raggedly sawn off - completely unnecessarily! I was presented with a bill for £150! They looked terrible and howling draughts blew under them. CR will do nothing. I had to pay a carpenter to fix them.

[scarlets]

We have been happy with them. We bought carpets from them in 2006 and 2014 and on both occasions they were efficient and helpful. Quality fine.

[stealthsquiggle]

We have used them with no problems at all for a definitely not square bedroom with "interesting" contours to the floor and awkward doorways (no doors to trim, though - our doors don't fit well enough to be impacted by a deeper carpet ). Price was fine, fitters arrived when they said, generally all fine. We may of course have just got lucky.

[wowfudge]

We've used them four times over the past five years and have never had a problem. My DP always does the measuring up as he can't be bothered with making appointments for someone else to do that.

The other thing we always do - and we used a local independent earlier this year (they had a special offer on a better quality carpet than CR at the time which worked out the same price overall) and did the same - is to buy our own underlay online. The underlay is where a lot of carpet places make a massive mark up.

[verystressedmum]

I bought a carpet for the stairs and landing about 4 years ago from carpet right and had no problems. They gave us a card for an independent fitter and he was fantastic he fitted the underlay and carpet in about an hour for £35 and it's still great. The carpet wasn't an expensive one and it's still in really good condition with 3 kids and 2 dogs. I want a new carpet as I'm redecorating the whole house and went into carpet right recently and the salesman there was good though haven't bought one yet. I've no idea if they are more expensive than independent carpet shops as I haven't been to one though I might now go and have a look.

[Msmaunder]

My wife and I popped into our local Carpetright to look at the various carpet options. we wanted a very good quality carpet so one of their members of staff directed us to a section of carpet that was on a 50% sale price (approx £34 msq down to £17msq)
Carpetright came to our property and measured the required areas. The total cost for the select carpet, underlay etc was approx £4,200.00 + £500.00 for the fitting (nearly £5k)
The carpet was ordered and then about two/ three weeks later we was informed that the carpet had arrived at the branch
I went to the branch to pick up a sample to then notice that the backing (hessian) was completely inferior to sales sample. I questioned this issue with one of the managers and asked for a response, something I did not get.
I took the sample home and then attempted to clean the top of the carpet with a wet sponge to check the quality of the carpet. The carpet basically started falling apart with the hessian backing de - laminating from the pile section of the carpet. The top pile started to fluff up, something you expect with a new carpet but not to this extent. Basically the carpet started to fall apart!
I then got in contact with the branch to then spend two weeks trying to get a resolution to the problem
After sending a number of emails and making way too many phone calls Carpetright customer services, I could not get a acceptable conclusion to case. Yes they did put their hands up eventually and state that the carpet was inferior to sample and that they would manufacturer a replacement carpet. The problem was then the timescales, disruptions to my refurbishment program, lack of customer services to my issue and my total loss of confidence and trust with this company.
This lead me to one conclusion, cancel the order
To summaries, I personally feel very strongly about the following -

1. I believe that the sale price of 50% is there to mislead customers that the carpet is on sale as the offer came off and then back on during the month period that we were dealing with the order.
   
2. The carpet is made to be a £17.00 per msq sold carpet, hence the quality of the products manufacturing (quality of the hessian, wool topping etc) is inferior to the sample
   
3. Carpetright customer services team have no idea of how to deal with such a issues as my complaint with one member of staff supposedly having to pass on one of my calls onto a colleague without informing me and then leaving the building as she was "sick" so bizarre and unprofessional
   

I now feel so stupid that I went to a company such as Carpetright.
I have since gone to a reputable smaller carpet company who have sold and installed a much better quality, British made carpet that both my wife and I are very happy with
Lesson learned!

[anfield]

I moved house a few months ago, which is a stressful without any issues, what I hadnt anticipated was poor service from a company carrying out what is their main business, fitting carpets.

We selected the carpets at a local store, the company came out and measured the rooms ready for fitting, but then the first mistake happened, the person measuring the rooms mixed up the measurements and when the carpets arrived, only one fitted.

The company were very apologetic and ordered a replacement carpet and arrange fitting the following week. The fitters failed to arrive. I contacted the fitters, nothing. I went to the store only to be informed there was a problem with the fitters and could they rearrange fitting for the following week.

The following week the store manager contacted me to say the wrong carpet had been delivered and they would need to order a replacement, another week for delivery and fitting.
Past experience told me to phone the company the day before to check everything was ok only again to be informed the fitters couldnt accommodate the date agreed but would the following day be acceptable, it wasnt, but having waited so long I had no option..

I requested a late as possible fitting so as not to lose any more time off work. The fitters contacted me during a meeting at 2 oclock which didnt seem that late so I asked if they could come later and they agreed but no later than 3 oclock, I left work hurriedly and was home by 3 oclock the fitters turned up at 5.15, it took 20 minutes to fit the carpet.

This company should be renamed Carperwrong following the initial mistake, no one took ownership to deal with my issue or to ensure there were no further issues. They offered compensation which I took, even then when I went to the store for them reimbuse me the systems were not working the manager offered me 10% off my next order which I informed him I would never take up as I will never use this company again.

[Sandgroper]

Thanks everyone. All agreed a good fitter is worth it. My other thought was to get a good fitter (as Piglet John suggested) and buy the carpet separately taking advantage of the sales maybe!

So does anyone know of an independent fitter in the Surrey area they could recommend?