Carpet Right

kendie

I ordered and paid for a carpet from Carpet Right on the 7th May. They told me it was a very popular carpet and there was a slight delay but the carpet would be available week commencing 16th May. She noted this down on the paperwork. Since then I've been ringing regularly and I get told "it will be in on the 13th June" "it will be in store 28th June", "it will be in on Tuesday). They never ring and I have to keep chasing and asking.

Last week I saw that Carpet Right have been struggling and are closing down stores . This is due to "lack of Customer demand". Ironic really as this customer can't seem to get her carpet from Carpet Right. I went in store at the weekend to ask again what the situation is and they say they aren't in trouble and my carpet will be in store on the 5th July and they will contact me. They are so confident it will be available they ask if I want to arrange the fitters for Wednesday 6th July. I decline, based on past experience. Of course the phone never rings and I have to ring them. The carpet hasn't arrived. They tell me it will definitely be in store on the 8th July and again they are so confident they ask if I want to arrange fitters for the 9th July. Again, I decline.

This is getting beyond a joke. Two months waiting for a carpet I've paid for.

I am in my right if the carpet doesn't arrive on Friday to cancel the order and ask for my money back ? I'm concerned if stores are closing I might end up with no carpet and lose my money.

Any suggestions would be greatly appreciated.

pinkshoes

I had a similar issue, although in my case it was Carpet Right sending numerous fitters with the wrong tools for the job. They were also closing many stores at that point too.

I insisted on a full refund and was given one!

Have you asked for a full refund yet? I would put it in writing that unless the carpet is fitted on the 9th July, you want a full refund.

Did you pay with credit card?

kendie

Thanks Pinkshoes. Not asked yet for a refund, but to be honest it's getting beyond a joke now and I think come Friday I'll be about to blow a fuse. They've never rang me to apologise when the carpet doesn't arrive - even though they say they will. I have to keep chasing them.

I paid on my credit card. I was quite surprised that they asked for payment in full when you order.

I might draft up my letter now and then I'll be ready for Friday !

visidigi

I'd go the refund route and find a local fitter - amazing how much you save by going local - we have four rooms done, under £1k for the local, same carpets at CR £1,800

paye

Go for the refund mate to be on the safe side. I work for a construction company and one of my floor layers who I was speaking to only last week mentioned carpet right and the rip off prices they charge to customers. This guy even told me that as a carpet fitter for carpet right you have to pay them £40 just to be on their books. What a joke. Try local shops you will save £££s. He also mentioned that they won;t be around for much longer.

rugshopnet

Here you can find right place. S&R carpets aims to dispatch item within 7 working days.

oldagetraveller

Another vote for using a local. More often than not you'll be dealing directly with the owner and possibly the person who's going to fit the carpet(s). Rather than a commission based sales person then the contracted fitter only on the day of fitting. You'll get a better price too.
The local I have used for years will also take up and remove any old carpet AND move furniture. The contract fitter will be expecting to arrive with the new carpet to find an empty room without any existing floor coverings!

kendie

Thanks for all the helpful advice. I replied to a tweet from @carpetright about their poor service and I quickly got a response to contact them. On Friday the Head of Customer Service rang me and advised me that the carpet was in store and did I want it fitted that afternoon ! Amazing what service you can get when the Head of Customer Service gets involved.

Anyway it's being fitted tomorrow morning as today we are getting up the old stuff and disposing of it!

Will definitely go for "local" next time especially if they will also help with removing the old stuff.

visidigi

shame, they still got away with being lousy...

My local removed, re-gripped and used a new eco underlay then wrapped up and removed the old carpet themselves - not before sweeping the floor and finally hoovered the new carpet ready on the way out...

Never go chain for carpet - they are just a really expensive middleman (the irony is the carpet fitted tomorrow will most likely be fitted by a local fitter)

Hope it goes smoothly

oldagetraveller

"especially if they will also help with removing the old stuff"

Obviously that depends on the individual company concerned and what they will or will not do and needs to be checked with them at the time.
I was told last time I had some new carpet that they are not now allowed to mix new and old in the same van for elf and safely reasons! He then proceeded to load my old carpet into the same van which had carried the new!