Carpetright

Paid and waited ages before WE had to contact them to try and figure out when they would come to sort and fit out our new carpet.

Poor service considering the fact they said they would be in touch within 7-10 days and no one gave us a ring.

I was so disappointed in the fact we had to do all the chasing and it look close on 3 months to get my new carpet.

The fitters were nice a little abrupt but then again they must have been super busy considering they were in and out within an hour.

Gave the carpet a hoover after they left and it has been amazing since.

Product is great - service was terrible.

The experience we had at this carpet right was first class. This was our first time buying carpet and Tony made the process easy and smooth for us. Should we need any more flooring Tony would be our first port of call.

I had the In-Home Measure and Consultation service offered by Carpetright on 21 Dec 22 which, according to Carpetright’s website offers a “professional planning and measuring service” and that “we’re [Carpetright] guaranteed to be fast and accurate”.

I had measurements taken for two upstairs rooms. Following the measurements being taken, I made a final decision on the type and colour of carpet in the Walton-on-Thames store on 22 Dec 22 and paid the full amount of £920.56. However, when it came to the fitting date of 6 Jan 23, the accuracy of that service was found seriously wanting. The measurements were approximately 100-150mm short (according to the fitter) which I could see for myself were significantly short for fitting.

I was very satisfied with the bedroom that was completed, and I was prepared to accept that mistakes do happen. However, the incorrect measurements meant that the fitter could only complete one bedroom and I was left with one bedroom that only had carpet gripper and underlay in. Therefore I could not furnish it to become the home office I need for work. The fitter suggested I should pay the full fitting fee to him of £82.39 (which I did) and he would return to fit the second room as soon as the carpet arrived back in stock.

The fitting was rescheduled for 14 Jan 23 to fit the second room. However, just as the carpet was being rolled out for fitting the fitter said to me "bold choice. Pure white" to which I pointed out it was completely the wrong colour and type. The fitter showed me the delivery label he was provided with which had the correct name of my carpet, but the carpet provided to the fitters by the warehouse was completely wrong. I complained to Carpetright that this was the second time they had failed to fit the bedroom from the original date of 6 Jan 23.

On 16 Jan 23, the store manager for Walton-on-Thames emailed me to inform me that my carpet will not be back in stock at Carpetright's main warehouse until w/c 30 Jan 23, and even once it is in stock, it will need to be cut, wrapped and sent to their local warehouse in Chessington before they can even arrange a fitting. This is deeply frustrating and not the service I should expect. It seems to me that it is likely the earliest fitting date will be towards the end of w/c 30 Jan 23 or the week after which is a month later than the originally agreed fitting date of 6 Jan 23.

As my home is being refurbished, I had been planning to furnish the third bedroom and ordering from Carpetright carpet gripper, underlay and carpet for the bedroom, as well as new carpet for the stairs and landing but this experience has made me seriously reconsider.

I have paid £920.56 to Carpetright for my order, plus £82.39 to the fitter but I have not been left with an overall satisfactory service in return. I should have had both rooms fitted on 6 Jan 23 as per the agreed date when I paid the full amount to Carpetright. Instead, I have been left with a room fitted only with carpet gripper and underlay which has been sitting empty for weeks at great inconvenience and frustration to me.

For all the reasons above, I emailed the Walton-on-Thames store manager on the evening of 17 Jan 23 requesting a partial refund of 20% on my order. He has not responded to my email (today's date is 24 Jan 23 so it has been a week) which is why I now feel the need to escalate further.

The level of customer service so far has been awful.

Visited carpetright today to choose the carpet for whole house they showed me best suitable options i am very satisfied with customer service sales person was Muhammad Abbas very friendly and professional if you need flooring visit walton store highly recommended cheers

Good service visited store today friendly and professional team 5star

Muhammad was very knowledgeable and helpful, and gave us a great service. Thoroughly recommended!

Excellent management, knowledgeable and willing to help us find our unique style of carpet, definitely recommend this store and staff

Worst experience ever. Zero on customer experience.
Delivery took 10 weeks vs promised 3 weeks. Constant chasers to get it delivered in the first place. And when it arrived: was a huge/ heavy roll, not at all cut per measurements shared earlier. No courtesy at all!