"Bad customer service and racism "

I ordered my two vinyl rolls from Carpetright Farnborough on the 10th of April. I was told they would be delivered in three weeks.

I called after two weeks and was told only one roll had been delivered. I was informed that one had arrived and the other would be delivered in the third week.

Initially, I thought I could pick them up one at a time, but I realised it would cost me more to pay for delivery twice, as I wanted them delivered to my home in Cranleigh. I tried to use my car, but the rolls were too long. I also worried that I might not receive the other roll in time, so I decided to leave the first one with them and wait for the second to arrive, as I had been told it would be delivered the following week.

I called to check whether my vinyl had arrived and was told it had not. I asked if I could cancel the order and get a refund. Kelly said I could not, as there is a 28-day policy I was unaware of. I was only informed of the three-week delivery period.

I have had a back emergency back home, which is why I tried to manage things by collecting separately, but it ended up being more costly, which is why I left it.

Instead of addressing the actual issue—that their manufacturer had delayed the delivery—they could have simply communicated this, apologised, and explained the refund policy properly. Instead, they made it about me, saying that one roll was available for collection and I chose not to collect it.

The truth is, I ordered two rolls that were meant to be delivered together within three weeks, not in separate batches.

Everyone has their responsibility in this: mine was to pay for the product and arrange delivery, either through them or myself; theirs was to supply the vinyl in good condition and on time.

I asked Kelly if I could speak to the manager. She said he would call me, but I ended up calling and speaking to Daryl. It felt as though he was simply repeating what Kelly had said, and not really helping with the situation. It seemed as though they had spoken about it before my call. He did not appear to take the issue seriously.

I am not happy with the way Kelly and Daryl handled the situation or how they spoke to me. I do not believe I would have been treated the same way if I were white or English.

This issue could have been resolved in a respectful and professional manner if Kelly and Daryl had simply explained that the manufacturer was experiencing delays, that I could not cancel now but could do so after 28 days if the delivery was still not made, and apologised for the miscommunication regarding the three-week timeframe.

"From the moment we walked in the door…"

From the moment we walked in the door Simon was really helpful. He advised us on the standard of carpets we were looking at and was really knowledgable, also suggesting we took samples outside to check in different lights. He priced up several options for us, making recommendations for underlay too. Great experience and thoroughly recommend.

"Top Notch Carpet"

Quick order with a fast delivery and a efficient installation all together with an amazing carpet.

"I recently paid carpetright in hove"

I recently paid carpetright in hove, East Sussex £2199.51 to carpet my flat.
I chose the carpet and underlay and asked for samples.
A short period passed and I was informed my carpet was in stock and ready for laying.
I insisted on receiving the samples before I went ahead.
I received the samples and had the carpet fitted.
However I find it disturbing I have spent so much money and didn't get any spec on the carpet, only the brand name which means nothing
When I approached the store about this they e mailed me a generic cleaning guide for all carpets.
ITS NOT GOOD ENOUGH TO SPEND OVER £2000 ON SOMETHING I KNOW NOTHING ABOUT.

"Stuart and Colin"

We were sold Linoleum for our kitchen floor by Stuart at Carpetright in Hermiston Gate Edinburgh, he was very professional and talked us through everything from start to finish. Had it fitted on Wednesday by Colin the carpet fitter, he was also very professional and as my husband is a below knee amputee, Colin was more than happy to move any items that needed moved and put them back. Would highly recommend both of these guys and Carpetwise for good value. Definitely be going back again for my hall carpet.

"Great Service and product "

Great help from Alan who did a fantastic job in helping me achieve my budget without compromising on quality. Easy to talk to and extremely efficient. Our carpets were fitted by Keith. Very hardworking gentleman and fitted the carpets perfectly. All in all 10 out of 10!!

"Kelly is amazing "

I'd done a tour of all the carpet shops in my local area before settling on Carpetright Farnborough. And that's mainly because of Kelly. She was incredibly transparent about all the pricing, gave me some really great insights about what I should be looking for, and opinions I felt like I could trust.

Best of all, she wasn't pushy at all. It really felt like I was dealing with someone who wanted me to be happy with the purchase, rather than someone just trying to get a sale.

Also, she remembered me after an entire year of no-show, without me prompting her, which is pretty amazing. Shows she's paying attention and really cares.

Easily the best person i've dealt with trying to carpet my house. Couldn't rate her any more.

"Had a fantastic experience with Alan…"

Had a fantastic experience with Alan Wicks who was incredibly helpful and got me a brilliant deal. Thank you!

"Fitter not impressed with"

Instore service was brilliant, very helpful. The fitter on the other hand disgusting moaned about the work as we have a very awkward window bay and kept swearing while my 6 year old niece was in the kitchen area. Smelled of body odour also which was very uncomfortable to have to be in the same room as. The carpet seems lovely though it is coming up slightly near the door. We bought last month and was very happy with the instore service

"Great service from Carpetright Limited…"

Great service from Carpetright Limited in Newtownabbey! Paddy, the fitter, did an excellent job—on time, professional, and tidy. Aron in-store provided knowledgeable advice during carpet selection, ensuring a smooth purchase experience. While underlay and fitting charges could be more competitive, the staff and service were brilliant. Delighted with our new carpets overall!