Find out how Carpetright scores in our first ever carpet shop survey, based on key factors such as customer service and carpet quality.

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70% customer score,

Carpetright comes at the bottom of our 2019 carpet retailer table, behind independents, Tapi and John Lewis. Although the company came last in our survey, 70% isn’t a bad customer score.

While Carpetright didn’t achieve five stars for any measure, it got four stars for carpet quality, delivery service and value for money and three stars for everything else.

If you’re after a new carpet and want good carpet quality and a good delivery service, Carpetright is a solid choice.

70%  customer score

4th out of four carpet shops

Carpetright carpets: member views

Carpetright’s decent customer score is reflected in comments from our survey participants:  “I have used Carpetright for many years and the retailer has a good range of reasonably priced carpets available without having to shop around too much.” “A problem-free experience.” But there were also some negative comments relating to Carpetright’s delivery and fitting services:

“After numerous promises and multiple delivery dates, the carpets were eventually delivered about eight weeks late.”

“The carpet itself is lovely but the underlay doesn’t seem the best quality and the fitting was patchy.”

Carpetright carpet range

Carpetright stocks a number of different carpet brands, including House Beautiful and Country Living, as well as its own range. Prices range from around £3 per square metre for an own-brand option, to nearly £50 per square metre for something high-end.

Underlay starts at around £5 per square metre and goes up to nearly £14 per square metre. Interest-free credit over four years is available if you spend more than £500.

Carpetright carpet guarantee

Carpetright has stain warranties on some of its carpet ranges. Keep an eye out online and in store for those that do. It also has a third-party fitting service, which comes with a 12-month fitting guarantee.

Carpetright delivery and installation service Standard delivery is £29.99 and is usually 7-10 working days.

Carpetright’s installation and fitting service

is endorsed by Which? Trusted Traders. This means that it has been through our rigorous background checks. It offers a free home estimating appointment. If you’re getting rid of an old carpet at the same time, it has an uplift and disposal service for a fee.

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Carpetright carpet returns policy

While Consumer Contracts Regulations allow consumers the right to cancel most online orders within 14 days of delivery, this doesn’t apply to products that are tailored to your specifications, which includes carpets that are cut from a roll to your specific order size.

If you do ask to cancel your order, Carpetright will find out whether or not your order has already been cut to your specifications.

If it hasn’t, Carpetright will accept a cancellation of your order and refund your money.

If it has has been prepared by the time you cancel, Carpetright will deduct a proportion of the purchase price from the refund it issues, to cover the losses it would incur in selling the cut carpet as a reduced price remnant in one of its stores.

Head to our guide to your rights to refunds and returns for more information.

Carpetright carpet complaints procedure

If you have a problem with a Carpetright order or delivery, your first port of call should be to contact the store manager of the store you ordered from.

If you’re not happy with the resolution, contact its customer service complaints department over phone, email or in writing, which should acknowledge your complaint within three working days.

If you’re still unhappy, the issue can be escalated to the Consumer Arbitration dispute resolution service.

Full details are on Carpetright’s website. For more information about using this approach, read our guide to using a dispute resolution scheme.