Find out which companies have a strong reputation for providing excellent customer service, a good value for the money spent, and high-quality fitting services.

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According to the results of our survey of more than 2,000 people who own carpets, independent carpet retailers come out on top with a customer score of 90%. Carpetright comes in fourth place, with a score that is still respectable of 70%, behind John Lewis and the newcomer Tapi, who come in second and third, respectively, with scores of 81 and 80%.

Customers shared their feedback with us regarding every step of the carpet-buying process, from shopping in-store to having the product professionally installed.

Independent carpet shops

According to the findings of our survey, it would be to your advantage to investigate the offerings of any locally independent carpet retailers if you are in the market for new flooring. The carpet business owners we surveyed collectively gave an impressive score of 90% to the independent stores we surveyed. Independent stores received the highest possible rating of five stars from customers in a number of categories, including the quality of their fitting services and customer service.

Read our guide to selecting an independent carpet retailer to learn more about the benefits of working with a company that is independently owned and operated.

Carpet stores located on the high street

With a score of 81%, John Lewis came out on top as the most highly rated of the high street brands that were included in our survey. The department store did well in important areas such as providing good customer service, offering good value for the money, and making it simple to purchase carpets from within the store.

Tapi Carpets, which has been in business since 2015 and has a solid reputation in the industry for its excellent carpet quality, prompt delivery, and reasonable prices, comes in a close second. Although Carpetright receives a respectable score of 70%, it is rated lower than the scores received by the other retailers for its customer service, fitting, and ease of purchasing in store.

Customers were unimpressed with the selection of carpets offered by any of the retailers, as evidenced by the average rating of only three stars out of five that they received.

Installation and delivery of carpet

The vast majority of respondents to our survey opted to make use of the in-house fitting and delivery services offered by their preferred retailer. This was especially the case if the carpets were purchased from a non-chain store. [Citation needed]

The vast majority of customers did not face any issues with the timely completion of this essential component of the service, and in a few instances, they even received their carpets ahead of schedule.

. Only 3% of people surveyed reported that the delivery or installation of their carpet took longer than expected. Only one percent of customers reported that independent stores were late, giving them the best record possible for punctuality. A significant number of customers made use of the retailer’s service to have their old flooring removed and disposed of.

It is possible that additional fees will be assessed for the utilisation of this option; however, it is a very convenient choice. If you are looking for ways to avoid additional costs and want to save money, check out our guide on how to buy a carpet for money-saving tips, and check out our guide on how to choose a carpet fitter if you are looking for one on your own.

carpet survey


The customer satisfaction scores that we have given to each company are based on how happy people are with their carpet retailer in general and whether or not they would recommend it to a friend.

In order to arrive at these conclusions, a survey was conducted in August 2019 among 2,152 individuals who had made a purchase of carpet within the previous decade and asked about their experiences. Read our reviews of John Lewis, Tapi, and Carpetright for further information on this topic.

If you are thinking about purchasing new carpet for your home, take a look at our guide that explains how to choose a carpet for recommendations on which design and material would work best in your space.