Laminate flooring bought & paid for to be delivered 3/12/13 as confirmed by the delivery company on the morning between 9am-5pm. 4.30pm, no delivery or phone calls....Called delivery company, store & emailed customer services - no response apart from confirmation that it would be delivered that day!..9.45am following morning 4/12/13, still no delivery, by which point I am absolutely fuming having to take a day's leave from work & placing calls/emails to follow up the delivery. Finally - every excuse under the sun later - 12 noon it arrives.. Store Manager called & refunded the delivery costs £29. A small consolation for all the stress & running around I have had to do.
I will never ever order anything from this company again. All beware, the contract you sign for your goods is with CarpetRight, but the delivery company (TFS) is a 3rd party!!! If you must order from this company, pick it up yourself.
Ordered and paid for a vinyl floor to be fitted in our kitchen. Was asked at the point of ordering if I was happy for the flooring to be taped down, which I confirmed I was. The night of the flooring being put down our puppy pulled up one side and chewed it, it had not been laid down for 24 hours yet. On investigating we found that the flooring had only been taped down on 2 sides, not on all 4 corners as I expected. The 2 sides that have been taped down are non-traffic areas. Contacted the store who sent someone round to inspect it. I questioned then why I was not told it would only be taped down on 2 sides but got NO answer. The store later contacted me to say that the flooring was fitted correctly and it's nothing to do with them that our puppy "interacted" with the flooring. I then visited 3 independent flooring specialists in my town who all confirmed that they would have taped all 4 sides regardless of size of flooring. One even showed me the fitting instructions from the manufacturer that states that it must be taped with acrylic adhesive especially at door openings which Carpetright's fitter did not do. Sent a recorded letter to Carpetright asking for an explanation as to why I wasn't informed it would not be taped on all 4 sides (especially as they sell the floor tape themselves) and why their website mentions nothing about this at all. Got a patronising reply yesterday from their head of Consumer Affairs, Richard Renouf, stating "...the advice you have been given by the three carpet retailers you have consulted is inaccurate... ...I can confirm that your vinyl was fitted correctly. I'm sorry that your dog has chewed it, but we do not accept liability for this and would strongly recommmend (sic) that you check the terms of your household insurance policy to see if it covers such damage." They have offered to fit the flooring for free if I buy it from them again.
I shall be seeking further legal advice about this company as I feel I was mis-sold the fitting procedure. As for their failure to reply to my questions they really treated their customers with complete contempt. Regret ever walking through the door of this crooks - AVOID AT ALL COSTS
I ordered a carpet from carpet right in Gillingham kent and a first the service was ok I was told the fitter will be here from 12 onwards well this was not the case!! coming upto 5pm the fitters had still not been so I contacted the store who informed me they was running late which I was kind of upset over since no thought to tell me so they arrived at 5:30pm! Thankfully the fitters were very polite and apologetic which was a small bonus but then they turned round and said 'oh we cant fit your carpets as its just one big piece we wasn't informed it was for two rooms'!! They suggested they could try cut it outside where its was raining heavily and dark so no way was I having a brand new carpet cut up outside yet again they did apologise as it was not there fault it was the stores!! I called the store and explained my anger and all they said was SORRY and nothing they can do!! had even ripped all the old carpets up dismantled all my furniture and beds and stored them so it would make it easier so that night my disabled parents had to sleep on the floor which I found disgraceful.. the fitters came back next morning and fitted are carpets thankfully so yet again I called the store and was told oh we are sorry but least they had somewhere to sleep!! But of course two disabled people sleeping on the floor of the front room is fine!! I was then offered a SMALL amount of £29 WOW!! I WAS going to keep going to carpet right for my other 3 carpets but im taking my custom elsewhere they was nice when taking my money but the after care and customer service was disgusting never AGAIN WILL I USE THEM AND ID ADVISE OTHERS NOT TO
Visited 2 Carpetright stores, 1 in Bicester, 1 in Oxford, with parents who wanted to buy 2 single ottoman storage beds. On both occasions staff were very helpful, attentive but not pushy. When one member of staff did not know answer to our question, he contacted department that did. When decision was made and we returned to purchase beds and headboards, service was efficient and friendly. Delivery was stated as being within 2 - 3 weeks. Parents were contacted and delivery date arranged, arrived on time, took old bed away and installed new ones with no issues. Parents very happy with purchase.
my mum has had nothing but trouble getting my carpet fitted. the fitters came and stood and watched my mum remove everything from my room. we were informed the bed and wardrobe were OK left in. then after they had finished i realised they had damaged my wardrobes by dragging it along the floor. they were brand new... today we were called after 3 weeks of chasing after them to sort this problem out. and told that i had admitted they were already broken to the lady when we placed the order..... judging the fact i have only been in store once and didnt speak to any staff i have no idea when i have said this especially when the wardrobes were not broke till the fitters have been. they have done nothing but accuse me n my mum of lying and making it very difficult. the don't accept responsibility and customer service is shocking.
As I struggled through the door with three children (1 being in a car seat) and two under 5, two men stood chatting away to each other. I had around £1200 to buy carpet for my stairs and bedrooms. I finally manage to get in and have a look around for 5 minutes clear in my mind what I was going to go for. I look towards the door and an older man and women are about to walk in. The to staff couldn't get to the door quicker! Speaking nicely to them and asking if they would like any help! Seriously! Because I have three children I must be poor right! Well that was it. I decided not to spend my money there! I shouted how rude that was as I left and wrote a letter of complaint. They sent me a 15% (I think) money off voucher. No apology, just money off. I would NEVER shop in carpet right now or in the future.
I live in Hull and had a problem last year with a carpet bought in the Debenhams branch some 3 years previous, the clough road branch visited Gary is his name and he was totally professional, as a result the whole stair and hall carpet was changed in March 2012. However, this month the carpet has frayed at the top and bottom of the stairs. The manager has just been and no quibble is replacing all again. Whilst it is an inconvenience I cannot fault the service given. We will however be buying our own better underlay and avoiding their carpet fitters.
Most of the reviews read are for branches in the south, maybe the staff should come north and take lessons on customer service from their colleagues here.
Bought laminate flooring end of March from Carpetright and arranged for it to be delivered by fitter and laid 28th March they turned up without laminate. However, I arranged for them to come back the following day. They came laid floor in dinning room and hall in 1/2 a day and were duly paid £250 in cash for job. Towards the beginning of August the floor became uneven at the edge and eventually cracked at edge. Also I noticed one plank was coming up in middle of floor. I duly telephoned the Romford shop who said they would get fitter to call me, I am still waiting for that call so arranged for another fitter that I know to come in and see floor. He told me that it had not been laid well at all and I should get Carpetright to come in and take floor up relay it and compensate me, I explained that I couldn't get a response from them and just wanted it put right. He is coming in this week to do that for me for which I have to pay Also while looking on line found the same laminate for half the price of the supposed super sale in Carpetright. Don t use this Company they rip you off and fitting can be done for half the price Carrying on from my review on the botch job on my laminate flooring gave Carpetright a call yesterday and explained the situation to customer service who said they would call by end of day. Yes they did call stating that according to their Romford shop I had picked up laminate and got my own fitter, I pointed out to the girl that I had not blamed them for anything but the fitter but that I was now really cross as they were now spouting out and out lies. I explained AGAIN that their fitter bought the laminate from shop and fitted laminate and that I didn't like being accused of lying. She said well that s what shop says she said we will get fitter to call you I said no you have had over three weeks to take action and I am now so angry that I have arranged for a fitter to come in to put their botch job right. She said you can t do that, I said I am and that I will be reclaiming through the VISA protection scheme against the product. It is obvious why they insist their fitters (ALL SUBCONTRACTED) are paid in cash, that way they are not taking any responsibility for anything there fitters or delivery people (ALSO SUBCONTRACTED) in majority of cases. In other words all they are is a sales room but do not take responsibility for their other staff. DO NOT waste your money on letting them fit your products it is shoddy. I made the mistake of paying in full otherwise as I said to their customers service I would cancel any direct debit with them and let them take me through the courts. Go elsewhere laminate they sell is available online at half their sale price, better underlay and find your own fitter.
I went into a Carpetright in Sheen, SW London. I wanted a stair runner for 13 straight stairs. There was only one member of staff on the shop floor and had to wait until he had finished serving someone else before I could get any help. The salesman was friendly when I explained that I didn't want to spend a fortune and listed what I would have to pay BEFORE I picked a carpet so I could get my price range. Was absolutely astounded at the list of charges: Here they are: £29 delivery, £35 Surcharge????, £70 whipping, £70 fitting (would need two, measuring and then fitting!!!!) £38 grippers, £30 underlay. A grand total of £272 BEFORE picking a carpet. Needless to say I said thank you but I can most definitely get it cheaper elsewhere!!!!! Ambiguous charges (surcharge??? and two fittings???). CRIMINAL RIP-OFF. I have since bought the stair runner & underlay grippers for £145 and a carpet fitter for £50. A grand total of £200 all in. I would most definitely avoid this chain like the plague.
An Absolutley SHOCKING Service Rude ignorant staff who think they know it all!! Overcharginng For delivery with lots of different excuses as to why?? Delivery arranged and they arrive with NO trolley for 26 boxes of Laminate flooring and its the customers fault for living on the 4th floor so they didn't deliver!!! Would highly reccommend you take your money elsewhere!!
Arranged to have our hall, stairs and landing measured up and the salesman came from the ROCHDALE branch, I was working so my partner spoke to him, she said he was rude, in a rush and seemed like he really didnt want to speak to her, she put it down it being as I had made the initial enquiry and thought perhaps they would deal with myself better, we called into the Rochdale branch the following evening and asked the salesman there if we could have some prices on different carpets, options etc, he was uninterested, unfriendly and again rude, he hurriedly told us it would be £330 with no other explanation and if we wanted any more details we would get a receipt after paying, at this point I left the shop and will most certainatly never go back in. I exspected a pushy saleman, the usual overfriendly happy to help type, I received a moody, unhelpful and I believe overpriced, rude one. It would not surprise me of Carpetright are the next company to go bust if all theyr employees are as useless as the ones at Rochdale.
we asked for a price for a carpet for our stairs off carpetright Waterford Ireland.we got a price of 450 euros so we decided to ring up and order only to be told that they couldn't do it for this price it was now 480 euros. its not the money, but out of principle they can keep it .I wouldn't advise anyone to go near these con men. would you honestly trust this company to come into your home.
One of the worst companies I've dealt with. We had a large order placed for all carpeted areas in the house last July. They fitted the carpet but within the day my children started cutting their feet on the gripper coming through the stairs, as they went up and down. We informed the company straight away and they sent the fitters back, who told me to not let my children go near the edge of the carpet. They were rude and lazy and we were still left with spikes coming through the carpet. To cut a long story short its taken nearly 8 months to have the carpet replaced on the stairs and only after I threatened to send photographs to the local newspaper of my children's cut feet. However, I still have carpet in my son's room with spikes coming through and would like to see this resolved. We shall see. Carpetright have appeared to be very complacent and incompetent in resolving this issue. I'm very disappointed with my £3,000 purchase and I regret ever going near their store.
I have just had my stairwell fitted by Carpetright, the Swindon store. We'd requested a quote online, and the store promptly replied to arrange for an appointment, so that measurements could be made. I then went to the store to select the carpet I wanted and arrange for a fitting. The carpet fitter arrived promptly on the day, and I even had a call early morning to let me know the time he would be with me. So for that I am giving it 3 stars.
My complaint is the amount of carpet left over, after fitting. They overestimated by quite a lot. That makes me believe I also paid for carpet that I don't need. I would say there is enough carpet left over to re-carpet the stairs again.
I received a £1,500 mandate from the insurance company, following a house flood. I went to Carpetright in Walton on Thames and asked them to supply carpet and an area of wood laminate up to this amount. The chap came and measured all of the rooms and I then went to the shop to choose. I asked the assistant to tell me which carpet/laminate I could have for the £1,500. He made his suggestions and I had to pay around £100 extra, which I was happy with. As soon as the house was ready, I booked for the laminate to be laid. So far, so good. However, when I then booked for the carpet to be laid on a Saturday a few weeks later, I received a phone call on the day to say they could only fit one of the bedrooms and the landing and stairs. As the house was going to be rented out the following Tuesday, I said I needed all the carpet to be done before then. After some pleading with Carpetright in Walton they said they would lay all of the carpet the following day, but that this did not include the lounge - in fact they said the lounge was never included in their estimate. On their estimate for measuring up, it did though, but as the manager was on holiday they apparently could not do anything about it. The fitters arrived on time and made quite a good job of laying the carpet (I was not too pleased that they applied Tippex to areas of woodwork that they had chipped), and I was disappointed to find that the underlay was the thinnest grey foam. The fitter gave me a small piece of blue backed foam underlay and said that this would have been better. Too late for me now. When the manager returned from his holiday a week later, he agreed that it had been their error and he would 'out of goodwill'!! supply the carpet for the lounge. I said I would like to have the blue backed underlay and was told this would cost me £50. I was OK with that and paid by card immediately. However, the fitters came with green backed underlay - half the thickness of the blue one and that this is what the manager had instructed them to bring. I told them it was the wrong underlay, they phoned the manager who was adamant that I had asked for 'one up from the grey' and that if I wanted the blue it would be an extra £50 on top of what I had already paid. From my insurance mandate they had calculated a total of 72 sq m of underlay, £215.28, plus my £50 - very expensive bit of foam. I am also confused how they arrived at 72 sq m when the laminate area measured 21.4 sq m, the upstairs 14.1 sq m. This would have meant my lounge measured 36.5 sq m, which it doesn't. They will never, ever get my custom again and if they continue the way they are, then they will go the same way as Allied. From the reviews I have read, I am not alone.
please do not buy a bed from carpet right i bought an extra king size bed from carpet right paid for it in full in november 2012 and delivery due around the 16th of december was told the usual that i would receive a call the week before delivery so on the 17th dec i had received no call, i called the store to be told oh we don't know when its coming then 30 mins later i get call to say is coming on 8th jan i think not ! so another call to the store where i told them earlier or cancel the order and refund the money to which i was told that up to our head office eh no its up to me you broke the terms of the contract any way after a few phone calls and a visit to the store they had arranged for the bed to come on xmas eve minus the head board as they don't know where it is but will give me they display one until mine arrives and dit was delivered from the shop as promised so the decorators are in the carpet fitter booked (my own would not use theirs) and i get a call on he 22nd from the carriers oh sorry but we have the mattress but it is badly damaged beyond repair and no base so already irate i call the shop to be told we may need to place a whole new order and another 21 to 28 days wait so i made it clear either find me a new bed or refund the money they promised to call their head office on 27th of december as they were closed for xmas so on 27th no phone call from them so i called them with promise after promise to call me back but never did i called the customer services who wait for it called the shop useless eventually they called me to say no can't find a replacement like for like bed so would re order i told them no cancel it then i was told my money would have to come from head office what a joke so after a lot of phone calls i received a cheque on 10th of january shocking a note to carpet right benson for beds now have the order gave me a delivery date on day of purchase was looked after by the shop manager after i told him about my experience with carpet right and my new bed is due tomorrow and the delivery company have confirmed delivery now thats what i call service carpet right sick to carpets and leave the beds to the professionals the worst customer service i have ever had i own my own company and if i done that i would have no customers take note i will never buy any thing from you again
Long story short, after having paid for a bed (Kentish town branch) and the salesman saying that "it is now yours, it's being processed and no refunds from this point" (after having been asked, I get a call asking for more money after the fact! The reasoning went from "we gave you a special price as a goodwill gesture, but it is not approved", to "you just paid a deposit, you're still owing"; as well as being all too willing to contradict and lie to my partner and I.
I get the feeling that admitting mistakes is not within their policies (not wanting liability?!), as whenever it was made clear to both salesmen why what they say made no sense, they just went silence. I even had one hang up on me, for which he did not apologise.
There was no resolve and I was left with an utter headache, and for all the "post-sales-excellence" mantra, I have never been so frustrated after having paid and finished my obligations as customer! This company has shown themselves to be corrupt and one-sided in their policies.
I wish anyone the utmost of luck and condolences if they have the misfortune of dealing with them.
Kim Quinn found this review useful
A few months ago we found that the carpet area we had been charged for was far above what was measured for us. I am writing this on behalf of my folks who believe in peace and not complaining about anything no matter how bad. We went to Castlepoint store and spoke to Dean.
Dean at Castlepoint store, bournemouth demonstrated he was a most unrefined, deceitful, moronic and neanderthal-like person (the kindest words others could accurately describe him). He made it obvious he was totally disinterested in listening to us.Eventually he conceded we had been charged wrongly for a large additional area of carpet. However he decided he would only refund for the difference in underlay but not for the unnecessary difference in carpet or fitting charge. That makes no sense - the wrongful extra amount should obviously be fully reimbursed - no more and no less. Unbelievably and totally unprovoked he shouted "GET OUT!". Shocked, we said this was no way to treat a customer. He stepped into my personal space with fists raised spoiling for a fight and swung at me! We found it an insecure, cowardly and pathetic way of "dealing" with things. My dad is a retired Consultant psychiatrist and has worked for over 20years among some extremely unstable,unpredictable and dangerous patients yet had not seen anything like this. We deescalated the situation by explaining we were leaving but said this was wholly unacceptable. Dean suddenly denied that anything happened! There was another member of staff clearly there and we asked him, infront of Dean, to be a witness to what happened. He looked frightened, refused to testify and muttered he didn't see anything and walked away quickly! In decades of service we have never seen anything like it. It was as if the store was saying - "we've conned you out of your money - now get lost or we will make you!". I can't believe that in 21st century Britain this exists
and seems to be the culture of a store as (irrespective of the problem) they have not taken action against this person. Without punishment it is sad that he probably has been like this before and will continue to be abusive and offend again. Some advice for everyone else getting carpets - please ensure you stay vigilant they measure the correct amount (or close to it) - otherwise it will take ages and alot of stress to even partially resolve.
These idiots tried to charge me for materials that were not necessary. They tried to say that it was a legal requirement but unfortunately for them I know the law and it is not! They also took over 12 hours to lay 4m2 of laminate flooring and tried to charge for extra hours worked! I kicked them out my flat and told them to go fly a kite. They are disgusting and would advise anyone not to use them!
as a customer services rep, I avoid complaining at all costs, as i understand, sometimes things go wrong, especially if dealing with 3rd party carriers ect and not all things can be resolved in one hit, somtimes they take a while, but the key is to be honest with the customer and keep them informed and apologise at all times.
The service i received from carpet right was just shocking to say the least! The service in question is from the Northampton Riverside store - the staff are a joke, rude, unhelpful and NEVER call you back or sort your problems out! every time i called the store for assistance, i was treated as a huge inconvenience and could hear the huffing down the other end of the phone!
We spent over £1k on a new bed and were advised when we paid that the lead time is approx 3-4 weeks. after 4 weeks, i called to chase and was given the no. of the carriers to call myself, when i called, i was told the bed was waiting for me to call to arrange delivery? ok, so i arranged delivery for a week later so 5 weeks until my delivery. delivery turned up, 2 rude drivers who had dirty boots and hands - when i asked them to place plasic shoe covers on, they huffed and puffed but did it after some protest - turns out only half the bed had arrived, no headboard? also, the driver had got dirty hand prints all over the mattress which did not impress me when he told me to wipe it down? i had just spent £1000 on a new bed! anyway, called the store, did not want to know - called deliver to home (the carriers) and the girl i spoke to was extremly helpful, and thank God as the store were diabolical! so two more deliveries to go, one for the missing head board and another day off to wait for them to swop over the dirty mattress - all told, a horrible experience from beginning to end, even when the store manager (paul) arranged to refund us £50 for the hassle (hardly worth it for the 3 days off work unpaid and less than 5% of the bed) we had to make various calls to see when this was going to turn up, would never use or recommend this company ever again! and another thing, at no time did anyone from Carpet right ever say sorry! not once!
Steven Morrison found this review useful
i recently purchased carpet and underlay from carpetright for my flat and ordered and had fitted the same carpet for my dads flat which we are currently renting. well i must say the carpet woz and is still the most amazing carpet value for money its a deeppile carpet at the price of a cheaper carpet i would have expected to pay a lot more and its just what ive been looking for for a couple of years. i cant praise the staff at carpetright in hove enough they went out of their way to make sure i woz happy i had read lots of reviews and woz worried about a lot of things and they went out of their way to check over my carpets that they were a perfect match to the sample etc etc etc. the fitting of the carpet woz also excellent i am so pleased i would thoroughly recommend them to anyone looking for a carpet and good customerservice. well done carpetright hove keep up the good work.
The worst Carpet Company in England
I had to rate them 1 star to get this review activated but even that is too much.
We took delivery of a carpet. 1 year and 3 months later, we moved the furniture around the room and discovered that the exposed carpet had NOT faded, but darkened. It no longer matched the same (apparently) adjoining piece of carpet that we had bought 1 year later. When I complained, I was told that it was too late to do anything as it was never under guarantee. Although I was assured at the time that the carpet carried the usual insurance, I was now told this lie. The manager was so uncooperative, it bordered on the criminal. I wrote to their head office who confirmed what the manager had said. They told me that I could get a carpet specialist to examine the carpet AT MY EXPENSE. That would have cost me £120, what the carpet was worth in the first place. Catch 22 situation.
My advice is DON'T EVER SHOP AT CARPETRIGHT, THEY MIGHT BE CHEAP BUT AT A PRICE - TO YOU.
Appaulling customer service lack lustre attitude and bad management style.
The carpets are sourced seconds sold as top grade...fact!
The Hereford store manager Yusef has the worst attitude; experienced in over 20 years of management myself.
His mantra is to insult the customers first and then force them to part with their cash...and this is typical practice.
The cost of fitting the carpets by self employed carpet fitters has in some cases cost more than the carpet!
We were quoted £500.00 for a room and £475 for fitting...and underlay was extra!!! Do it yourself or go to a small independent the service is much better at the small independents!
Ian found this review useful
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