Carpetright Limited - Farnborough Anmeldelser 327

having laminate flooring for years a change to carpet was preferred. The delay was the first issue having to call to prompt fitting. After fitting and paying the fitters as stated they advised a comment for the coir matting i had fitted as an extra in the hall.."if it starts to grow" contact Carpetright. Never heard of that but it happened and seem coir was a living product subject to spores like mushrooms.
Having contacted Carpetright, I was told 'never heard of that happening in my 20+ years, if not condescending enough i decided to take images and send as an email..
Again to be told this was my fault and claim on my house insurance - have a read...

Good afternoon

Ref our conversation today I have spoken to my colleagues , none of whom can explain what the comment about coir growing would mean.

If you have an issue with the flooring would you be able to send some pictures to illustrate the problem?
Many thanks

Thank you for sending the pictures of the flooring.

I am sorry you are unhappy with the product, but I have to advise you that the pictures suggest the dark patch has been caused buy some external factor and is not something that we could cover under the guarantee. If you wish to replace the coir I am happy to provide a quote for the job. This would be chargeable but may be something you could reclaim under your house insurance.

If you want me to provide a quote please let me know.

After that email I decided to & contacted Furniture & Home Improvement Ombudsman, who found in my favour. Nothing will happen to the person there. I don't expect it to as its a sales roll where commission is King once the sale is made..

Anyone of the 1 star or 2 stars use the Ombudsman which should shame the Farnborough store

Somehow my previous review was removed 🤔 farnborough branch were in talks with me to compensate then never rang back…consistently bad communication, guess the review was removed so they felt didn’t then need to!
Nightmare to deal with from start to finish. Passed from person to person, non existent bookings made, delays on carpet, Months went past, such bad communication, I had to continually chase to get my carpets. Final disaster when the stairs carpet came with incorrect whipping. AGAIN. another delay to redo. I will never shop at this company or store again. Self employed fitter was amazing however.

Absolutely great bunch of chaps helped me with finding my perfect carpet for my first home great prices aswell cant go wrong highly recommended this place

CarpetShite. If I could leave 0 stars I would. The only good thing about this company is Kelly the sales assistant, she is professional friendly and very helpful and as a company you are incredibly lucky to have her on board.

I was supposed to have my carpets fitted on 22nd September between 3-5pm. This was delayed later and later by the fitter until it was too late to actually do it. He said he would attend first thing the next morning and never appeared. I had to call the store to flag this up and apparently they were unaware.

This was rescheduled for Saturday 27th first thing. Once again I received a call from Mike the manager on the day who had to cancel and rearrange it with some poor excuse. This was two days I had booked off work and wasted due to their incompetence and the only compensation offered was a refund of the fitting fee.

My carpets were finally fitted on the 4th October by a very skilled fitter who had sadly drawn the short straw as his colleagues had told him it was a 1 hour job. It was a very complicated job and took 6 hours. I have friends of friends who work as fitters for this company and I was informed that the reason my carpets were delayed is because no one wanted to do it as it was complicated. This is totally unacceptable when I have booked the time off to have something done and a poor way to run a business.

Fast forward and I have sent two emails and numerous calls to Mike awaiting my refund for the fitting fee. Initially he disputed the fee saying it should only have been £130. I found my original invoice and sent this over on 29th October where it clearly shows the fitting fee is £165. I have only been refunded finally today because once again he was unavailable when I called and I politely confirmed that I would attend in person this afternoon for my refund if I did not receive a call back today.

Absolutely incompetent management and embarrassing customer service. A shame because the carpet is nice and so was the fitter. Avoid unless you're willing to be re-arranged 3 times and have to fight for a refund.

Andrew in shop very helpful and special mention for Steve, the carpet layer, who went beyond and above for his expertise, helpfulness and excellent job done!

I really recommend Carpetright. I always use them. I am on a low budget and they are always so helpful in giving me the lowest price they can. I have just placed another order with them. I spoke to Kelly at the Farnborough store. She got the price down as much as she could for me. She was so helpful and friendly. A really lovely lady. I would definitely recommend placing your order with her.

As always had great service from carpetright from taking the order to fitting the carpet. Kelly has great customer care and goes that extra mile, the carpet fitters are really good as well.
We have had many carpets from this store over the years and never had a problem. Keep it up.
Thank you.

I would like to thank Dawn for coming round and giving me great advice at my new home on the flooring. Dawn was very clear about the different options and was able to help me select a great product and nice colours that matched the house. It felt like the whole interior was considered in the floor selection and Carpetright has been very easy to work with.
Thank you

I had no idea what I wanted but soon found a lovely Carpet. from a very professional service from David instore and Dawn who promptly arrived to measure and gave me advice,quote and again very friendly and helpful service. I had a deadline which they all worked to make it happen and yesterday my lovely carpet Arrived 7.30am the fitting team again worked solidly to get everything done. Ordered 4.6.25.Thankyou job well done. One very Happy customer x

Pawel was great. Arrived early, very polite and laid the carpet quickly and perfectly. A lovely guy!

Superb measuring and flooring overview service from Dawn. Thank you.

Carpetright fitted my carpet to a terrible standard.
After spending over £4,000 with Carpetright, I’ve been left without a carpet, with bare, dangerous floorboards and spiked grippers exposed in my home—completely unsuitable for my one-year-old child. This is after two failed fitting attempts and countless empty promises.

The mismanagement has been relentless:

- Three mismeasurements by their teams.

- Two disastrous fitting attempts, both leaving the job unfinished (one team had to be fired by the store for their rudeness, the second fitters flooded my house by nailing into a pipe)

- Various pieces of furniture, and even my new marble flooring, all scratched and damaged

- Repeated misinformation, delays, and zero accountability.

It's been over a month, and I'm still left with no carpet, and no reasonable offer to help me get my house back in order.

The complaints process has also been extremely drawn out—days between messages, and an extremely slow response from Carpetright's central team.

To make matters worse, my wife is due to give birth next month, and I was so excited to get my house in order for the event. It's looking more and more unlikely by the day.

Happy to share pictures of the shoddy work, and the state they left my house in.

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.

So far in my new house I’ve had three carpets from Carpet Farnborough and I want to highlight the wonderful KELLY who on the two occasions I’ve been into the branch has been both incredibly helpful and knowledgeable about the products. I still have several rooms to redecorate and I wouldn’t dream of going elsewhere because of the exceptional service from Kelly. Thank you!

The service we received from Carpetright in Farnborough was excellent. We had a time problem and they were very helpful and managed to get our chosen carpet in very quickly. They booked the fitter who was also excellent. He arrived on time, very quick but very professional and left everything clean and tidy. Thank you for all your help it was very much appreciated.

Daniel was very helpful and patient. Koi

Kelly in the Farnborough store was really helpful and spent a lot of time with us talking things through, explaining the differences between the different carpets and underlays and offering advice. Her help was really appreciated.

Excellent service and extremely professional!

Maureen was very helpful to us by separating the cheaper carpets more suited to a bedroom than we were looking for. She had the right balance between being helpful by showing us alternative carpets and leaving us alone to view by ourselves. I am disabled and use a mobility scooter and liked that parking was just outside the door and in shop all was easy to manoeuvre for me. Carpet surveyor Bryan Mabley who cam to our house was very pleasant and open when describing the options we had. He actually suggested a cheaper way of doing the fitting/measuring and as a result we got a lower price than Maureen had given us in the shop. When it came time to order Dan was very efficient.