Carpetright

Absolutely wonderful service from the entire team! But I want to recognise Catherine for her outstanding customer service. She was polite and friendly and very knowledgeable. She went above and beyond to help my mother in law and myself as much as she could. She is absolutely wonderful and everyone in customer service should strive to be like her. I can't express my thanks towards her enough. An absolute asset to the team and company! Heather.

It is always very sad to have to edit a positive review in the other direction but today I have to do this. Although the sales people were good, our experience has been negative since. My 87 year old parents ordered a carpet, got the house ready, then were informed on the day that it was not in the warehouse. Then they waited a week and a half. When the fitters came they left a terrible mess and the door is still off! Now we must find someone to help. I think this is taking advantage and I will be submitting a formal complaint. Do not use this store!

I can only speak for Don who is an awesome dude. Then Catherine she is the most wonderful and helpful lady there is, nothing is too much for her. She is so on the ball with any information you need to know she has the lot so ask too speak to Catherine she has absolutely made my day today and I can't thank her enough ❤️❤️❤️❤️❤️❤️❤️❤️❤️

Really poor experience that’s still ongoing. Had stairs and landing carpet fitted from the Caerphilly branch back at the start of June. The fitter and his mate seemed to have lots of conversations and I overheard “oh don’t worry that’ll be fine” or “that won’t be noticeable” a few times which was a bit worrying but I left them to it. When the fitting was finished they left a huge mess. I understand it’s a messy job but literally chunks of carpet and underlay chucked into every room off the stairs, no offer to clean up. They told us do not walk on or hoover the new carpet (which wasn’t really visible with the amount of fluff and mess all over it) for at least 3 hours to let glue dry. By the time we were “allowed” to hoover it they were obviously long gone and the terrible job they’d done was clear. Some steps too big and the carpet is bulging and sagging, corners not attached to anything and just folded under. Some steps are too small and barely get to the edge. They also fitted a gripper rail joining an existing laminate, I can’t even work out what they’ve done wrong there but the carpet is only half tucked under it. We immediately contacted the store and had an apologetic email back. We sent photos, they sent another fitted to look at it who said it was “absolutely shocking and has to be completely replaced”. He said it looks like its been done by someone who’s never fitted carpet before. The store then went very quiet. When we call, they don’t answer. When we email, they don’t respond. Finally I went in and was met with apologies again. They then sent yet another fitter to see if he could secure the loose edges of the carpet as it’s on the stairs and pretty dodgy to not trip on it. He came out and said there’s no point if it’s all coming up and getting thrown away. He was confused why they’d even sent him as he said it should have been ordered by the store and replaced by now. More calls and emails ignored. Apparently the lady dealing with it is on holiday, which just isn’t really the service you’d expect from a National chain. You’d think surely someone else could help sort this out in her absence? We’ve had to visit the store in person again today and the member of staff made us feel like we’re a huge inconvenience to be honest. We’ve now been told an area manager needs to approve the replacement, and we should hear tomorrow but it all feels like stalling tactics. All in all we feel like carpet right are avoiding us and hoping we’ll give up, which we absolutely won’t. We’ve paid a lot of money for a new carpet that their “approved” fitter destroyed, and ultimately we just want what we’ve paid for. Will be looking to escalate and at our chargeback options on the credit card if they don’t resolve within the next week. Extremely poor service - avoid and use literally any other carpet retailer if you can!

Absolutely horrendous service, sheer incompetence, lots of lies and only gave 1 star because that was the least I could give. I would literally rather walk on a carpet of hot coals than deal with these cowboys ever again!. We ordered carpet on 5th September and were advised of a fitting date of the 6th October. On the 5th October, we were advised that the carpet would NOT be coming because Carpet Right Caerphilly "Forgot" to order our carpet - unbelievable. We were then told the carpet would be in stock on 23rd October & would be fitted that week. Lo and behold, it didn't arrive! We called the store to speak to the store manager Catherine who had been dealing with us to find out she's gone on holiday and hasn't handed over any of our details to any of her colleagues in store (all of which were part time & none had worked there for longer than 4 weeks - negligent much?) After much toing and froing, we finally got an answer from Jack (who was helpful TBF and he deserves better than Carpet Right) this was after speaking to Mike (Who was too afraid to return our call with the bad news that our carpet had been delayed yet again) We were not able to gain a refund on our carpet that week because none of the staff knew how to do it. We were told to come into the store on 22nd October when Catherine was back from holiday and she would process our refund. We cancelled the plans we had for that day and set off to Carpet Right to get our refund. We were told by Catherine that she couldn't do the refund as she needed a code from her area manager (also a spineless wimp & was impossible to get hold of). Whilst Catherine listened to our many complaints about the service, I could not help but feel her sole intention was to throw everyone else under the bus so as to keep her reputation intact. Catherine told us that she would call us by 10:30 the following morning and would have processed our refund. WRONG! Catherine did indeed call, but to tell us that she couldn't process the refund and we needed to be there in person. Que another trip to the store to get our refund. At this point we are approximately £200 out of pocket as we have had to buy carpet elsewhere, cancel moving vans, delay contractors & return curtains and pillow covers that no longer match the new carpet that we have had to purchase. So, we decided that we would reach out to Carpet Right customer services, I knew we wouldn't get anywhere with them but they're responses shocked me. They would not listen to our complaint as we no longer had a purchase pending with them and they saw the cancellation as resolving the issue. I would urge anyone thinking of getting carpet from here to think again & go somewhere else, anywhere else - just not here!