Find out which companies score highly in areas such as customer service, value for money, and the quality of their fitting services.
Independent carpet retailers come out on top with a 90% customer score in our survey of more than 2,000 carpet owners. John Lewis and newcomer Tapi come second and third, with scores of 81 and 80% respectively, while Carpetright comes in fourth place, with a still-decent 70% score.
Customers told us what they thought of every aspect of getting their carpet, from shopping in store to having it fitted.
Independent carpet shops
If you’re in the market for new carpet, our results show it’s worth checking out any independent retailers in your area. Collectively, independent stores were awarded an impressive 90% score by the carpet owners we surveyed. Customers gave independent stores a top five-star rating in several areas, including customer service and the quality of their fitting services.
Find out more about hiring an independent company in our guide to choosing an independent carpet retailer.
High street carpet shops
Of the high street brands in our survey, John Lewis was the most highly rated, with a score of 81%. The department store did well in key areas such as customer service, value for money and how easy it is to buy carpets in store.
It’s very closely followed by Tapi Carpets, which opened its first store in 2015 and scores well for carpet quality, delivery and value for money. Carpetright scores a respectable 70%, but is rated less highly than the other retailers for its customer service, fitting and ease of buying in store.
Customers weren’t blown away by the range of carpets available at any of the retailers though, giving them all just three out of five stars.
Carpet fitting and delivery
Most of the people we surveyed settled for using their chosen retailer’s own fitting and delivery services. This was particularly true if the carpets were bought from an independent retailer.
The vast majority didn’t experience any delays with this important part of the service, and in a handful of cases they even got their carpets early
. Overall, only 3% of people said their carpet was delivered or fitted later than expected. Independent stores had the best record for punctuality, with only 1% of customers reporting delays. Many customers also used the retailer’s service to remove and dispose of their old flooring.
Although this is a convenient option, you’re likely to be charged extra for this. Head to our guide to how to buy a carpet for money-saving tips if you’re looking for ways to avoid extra cost, and find out how to choose a carpet fitter if you are finding one yourself.
The customer scores we’ve awarded each company are based on how satisfied people are with their carpet retailer overall, and whether or not they’d recommend it to a friend.
To get these ratings, in August 2019 we surveyed 2,152 people who had bought carpet in the last 10 years and asked about their experiences. For more details read our reviews of John Lewis, Tapi and Carpetright.
If you’re considering buying a new carpet, head to our guide to how to choose a carpet for advice on which style and material would best suit your home.