Carpetstore XL Avis 33

I ordered a carpet worth over €700, which had to be delivered to my old address due to a delay in my moving process. Because I was busy with the move itself, I didn’t immediately notice that the item had been marked as delivered.

As soon as I became aware, I checked thoroughly — I asked my neighbors and looked around the property, but the carpet could not be found anywhere. I then contacted the store, but from the very beginning, their response was unprofessional and not helpful. Instead of assisting, they treated the situation as suspicious.

I even offered proof of my signature to show that I did not receive the package, but they dismissed it, claiming signatures on a signpad can look different. Additionally, I completed a formal declaration confirming that I did not receive the delivery, yet I still have neither received a replacement nor a refund. At this point, they are ignoring my messages entirely.

I also placed a second order, which they put on hold and refused to deliver. I suggested sending it to a pickup location to avoid any further issues, but instead, they canceled the order and increased the price of the carpet — meaning I would now have to pay more if I reorder.

For comparison, I ordered five carpets from another store and received them without any issues.

The carpet in question was marked as delivered on February 16, while I officially moved out on February 18 — which I can prove with documentation. Another concerning detail is that I was asked to sign documents confirming non-receipt, yet GLS later informed me that no investigation case had ever been opened.

Because the shipment is marked as “delivered,” PayPal is unable to take action in this case, meaning buyer protection does not apply — despite the fact that I never received the item.

In the last email I received, I was even accused of being responsible for the situation, simply because the delivery was made to my old address. The seller assumes the driver acted correctly without providing any proof.

Overall, I am extremely disappointed with the handling of this case and cannot recommend purchasing from this shop.

Edit After Response:
Look at the response, it’s quite obvious how unprofessional this company is. As someone working in client relations, I’m truly shocked that a company behaves so rudely and unpolitely after leaving with a loss of that huge amount of money.

Excellent! The response time was incredibly fast and everything was handled perfectly from start to finish. The price was also great, best among. He always remained responsive and professional, which I truly appreciated. Highly recommended for anyone looking for reliable, fast, and fairly priced! Thank you Frederick

The rug was described as yellow and bronze. But was actually green, red and blue. There was absolutely no yellow in it. This was confirmed by a few people I asked to take a look at it. When I tried to return it I was told the shipping charge would be £129. Since this was not a change of mind but a case of ‘goods not as described’ I was very shocked by the charge. The seller would not negotiate on this at all and was very slow to reply to my emails. Finally, after a very protracted length of time due to ongoing negotiations via my bank, I discovered that it was being shipped to a warehouse just 10 miles from me. I should have been given this information sooner, as I was able to drop it off myself very easily and it was certainly extortionate to charge £129!! The other concerning thing about this company is that it trades under a few different names. The carpetstorexl, luxuryrugshop.co.uk and Cited.

highly unprofessional: I ordered two carpets and made a clear written arrangement to give one back without paying for the retour service, if I'll take another and change - I changed one and he let me pay 129 Euro extra for the retour service, we had all written down and after all he invents a new story, never had such a bad situation in the online business

They price matched a rug and gave an extra £20 off which made me choose to shop with Carpet Store xl over others. Speedy delivery, came in 2 days and over xmas period. Thanks :)

I was nervous about shopping here after seeing the HQ was outside of the UK (in Brussels), but I'm so happy I took a chance. The service I received has been exceptional, ordered my rug on the 20/11 and it arrived on the 21/11! Also contacted Frederic to ask if I could amend my contact details, and he got back immediately and was very helpful. The rug I purchased (Asiatic, Flores Kira) was £60 cheaper than any other site I've found – AND free shipping. I absolutely love it, thank you so much. Would recommend to anyone :)

Carefully read the terms and conditions of the promoted return for free. This is fake! You cannot return for free just choose another model or pay for shipping > 99 Euro ( which I did) because the quality of the carpet did not match the price level.
Very unprofessional conversation regarding the return and trying to threaten me with European law. Ridiculous - forget this shop.

Acquistato un tappeto louis de poortere
e’ bellissimo proprio come da foto..
tant’e’ che ne ho acquistato un altro.
Consiglio vivamente qs sito.

I was kept updated and my rug arrived on the day that was estimated. I’m so very pleased with it and very happy with the service

Mijn aankoop ervaring van een Mart Visser tapijt bij Carpetstore is wat je als klant verwacht maar zelden krijgt.

Zeer vriendelijke service, kwalitatieve begeleiding, verzorgde levering, voldoende informatie tijdens de bestelling en levering, en daarbovenop nog eens de beste prijs met een gratis cadeau!

Ik twijfelde dan ook niet om mijn tweede tapijt te bestellen. Zoek niet verder, dit is de shop waar je moet zijn!

Very fast delivery, ordered late Sunday night and it arrived Tuesday morning. The rug is beautiful, it was perfectly wrapped and lovey customer service with a personal touch in his emails.
I’d highly recommend this company and would happily buy from again.

From first contact with Frédéric to receiving my rug was exceptional service, quality product at an amazing price and super fast delivery, I would not hesitate in recommending this company and rate them A++++++++ for exceptional customer service, Frédéric you are a credit to this company!!!! thank you 😁

Erinomainen mattoliike. Ainoa liike, josta löytyi Louis de Poortere laatumattoja hyvällä alennuksella. Maton tulo Suomeen kesti reilun viikon. Postitus kuului hintaan. Suosittelen lämpimästi.

E. Järvinen

I ordered a rug which was a good price and a very nice rug BUT it has a fault line down one side. I emailed the company who firstly implied I was seeing things and I should be grateful of the price. then when I sent more pictures they have ignored me … wouldn’t recommend due to unhelpful customer service

#44935

Only ordered rug on Friday and received it on Monday morning. Quality of rug was exceptional especially as around 30% cheaper than Dunelm where I first seen it.
Would highly recommend CarpetstoreXL to anyone especially as kept up to date on delivery details which some companies fail to do.

Fantastic quality rug, came very quickly. Brilliant customer service from Frederic who kept us updated all the time! I will definitely but again from them👍😊

Frederic was so helpful from immediately replying to my initial inquiry to keeping me updated regularly pre delivery. Rug (plus free pouf) arrived within 2 weeks of order being placed and we are delighted. Can't wait until our house build is finished so we can see the rug in situ.

Great price on the rug we purchased. Very quick delivery. No hassle whatsoever. Would recommend

Great quality carpets, best prices around. Also very efficient delivery.

I rang and efficient service. Whether it was in stock and correct estimate delivery date. If I wanted to return for something else no problem. But delightful rug