Carpetright Limited - Hammersmith Avis 140

Jane is utterly rude spoke to me like I'm a peasant blunt to speak with spoke to me in a horrible mannerism couldn't get a word or question in once omg she also lied and said she works at new Malden I phoned new Malden store today they stated she lied and works at Hammersmith new Malden booked me in again Jane cancelled me because I rearranged 2 appointments because I have real life circumstances and job interviews speaks to me like I'm her dog ! even new Malden was confused she's rude blunt and disgraceful to speak with sorry to say new Malden store booked me back in and was really helpful she is awful to speak with and clearly hates her rubbish job

The best service ever from the Hammersmith branch, especially Jane.

So far very good service, no complaints

Jane always gives great service always so helpful and goes threw everything with you also such a lovely friendly lady would not go to anyone else now Jane is a credit to carpert right

 

 

I went to carpet right Hammersmith branch early last year 2023 to have them lay carpet for my landing and 2 bedrooms. I spoke to a man who no longer works for carpet right (Hammersmith branch)  and he arranged this for me and told me he would get me the best fitters which he did do and after my carpet was laid I was very happy with the job. Therefore, in February I decided to use carpet right again as I wanted new vinyl laid in my bathroom. A man came out and measured up for me. 2 weeks later two fitters came to lay the vinyl for me. When they turned up to my home I asked them if they would mind taking their shoes off as my carpet was still new. They told me no, as their shoes were clean. I showed them my bathroom and left them to it. They then told me they could not lay my vinyl because I had pipes running along the floor. Therefore, my husband came and tied the pipes up so they could lay it and I explained to them that all bathrooms have pipes. The fitters then told me they could not lay my vinyl as I have a leak, which I then explained that I do not have a leak and my husband then checked everywhere and could not find any access water leaking.  I really think they just did not want to do the job that day. After them finally fitting it, they called me to have a look I saw many problems and saw the rough job they had done. I pointed the problems I had out to them and they just shrugged it off and told me it needed time to settle. After a few days, it did not get any better it just got worse as the vinyl was coming away as it was cut to short around the edges. All the vinyl around my bath was coming unstuck and there was no silicone put around the toilet bowl. (As you will see in the photos, I have attached)

I then called carpet right back and spoke to a women called Jane who I had spoken to previously regarding the carpet I had laid and told her I would like it relayed and she then told me it was out of carpet rights hands and down to the fitters. I asked her if she could get me new fitters to come and correct it and Jane told me that carpet right do not choose the fitters customers get. I then argued the fact that when I got my new carpet the year before the lovely man who dealt with me asked for specific fitters on the phone and I then told Jane she was actually sitting there at the time when he had said this to me!  I called the fitter I had and he told me he would come and put silicone around the toilet bowl which I then replied that was not my only problem with the vinyl and  he then said that is all he could do. I then called carpet right Head office and they were not helpful either and just told me to contact the fitters even after them also seeing the photos. I then tried to call Jane back to tell her that the fitters are not helping me but Jane was on annual leave and I left a message with another colleague called Honey and she told me she would leave a message for Jane to call me back, which I never ever received. !

My outcome now with carpet right is non-existent and I now have flooring that is just a big mess.

I saved for my new flooring and I am so disappointed in carpet right’s attitude and the way they have dealt with my situation. I now have to find more money for another company to come and fix the mess that carpet right has made. I’m just grateful it was not my £2000 pound carpet they messed up.

 I would advise anyone to look elsewhere when getting new carpet or flooring as carpet right does not take any responsibility for their mistakes.  PLEASE AVOID USING CARPETRIGHT ESPECIALLY THIS BRANCH !!!

OH AND SUPRISE SUPRISE YOU REPLY BY SAYING YOU ARE GOING TO SORT OUT MY PROBLEM IN APRIĹ AND STILL NOT HEARD ANYTHING BACK NOW IN JULY NEARLY!!!!!!
 

Honey pulled out all the stops to get my carpet fitted in record time.
Great service
Thanks Honey

Excellent customer service, giving help on choice of carpet and underlay, measuring the rooms to be carpeted, and timely communication on delivery of carpet for fitting by contracted fitters. Also very good value for money

What a lovely young lady Honey is, at the Hammersmith branch! So helpful, friendly, polite,and professional.... nothing was too much trouble!
Keep doing what you're doing sweetie, you're doing a sterling job!!

Seriously if I could give less I would. Poor service from start to finish. Would not recommend

The experience in the shop was very good, Jane was very friendly and knowledgeable, I would recommend it to all,

Seen my friend’s awful fit, Nobody is even replying to her. Her comments are below and I am so relieved she posted so I can avoid the same situation

Terrible Fitting of 2 way Stripes on Landing
Fitter: Vikram

My landing has stripes going in 2 different directions. It looks aweful. CarpetRight say this is OK and the fitters are not responding. It breaks all design guidelines and does not follow best practice of the ‘Nap’ following the same direction.

I have stripes going in 2 different directions on my landing. CarpetRight say this is OK as it flows from the stairs and the fitters are not responding. It looks dreadful. How can I leave a picture?
22 Jan update: Fitter called and said he would discuss and call back Saturday. I have received no response from fitter or from CarpetRight. No concept of service recovery. Bad customer experience.

He was knowledgeable friendly and polite

Fantastic sales team but very bad logistic and factory team.

Jane (Hammersmith) was extremely helpful and made the whole process of re-flooring our small bathroom very quick and efficient - thank you!

*Addition to this review*

Despite Carpetright posting that they would look into this I've not heard a word. In the end had to resolve this issue by myself with the fitter. Not only this but I was berated by the manager in store for posting a negative review - great service thanks!

Without a doubt this is the worst company I have ever had the displeasure of dealing with. Purchased LVT and carpet from them back in the middle of August which was fitted in September and I have had nothing but problems ever since.

Had the LVT fitted first and to say it was a terrible job is the understatement of the century! Gaping holes left around radiator pipes, pen marks left on the floor, incorrectly cut planks leaving big gaps left between the flooring and the wall which were filled in with messy silicone and uneven and lifting planks after less than an hour of being fitted. When I questioned the fitter about it I was told this is the way it was meant to look as my walls were not straight! I'm pretty sure you are supposed to cut the flooring to match the shape of the room, no?!?

I went back into store to complain and was repeatedly told it was my issue to deal with as the terms and conditions mean that fitting isn't Carpetright's responsibility and my contract is with the fitter even though they supplied him.

Imagine been told by a store we don't care if the work is done badly as long as the flooring product we sold you is fine!!! Beware those terms and conditions as Carpetright have used them to ensure they have no liability for all of the services they supply!

Eventually convinced them to show images of my flooring installation to an independent surveyor who agreed it was a poor job and I was told I had to have the original fitter come back and fix it rather than being able to be helped by a different fitter.

The fitter then purchased more flooring to replace badly laid flooring but the Carpetright warehouse misplaced it - twice! The second fitting was then even worse than the first one - lumpy and messy silicone placed around architraves instead of flooring being cut and placed neatly underneath, beading placed to cover badly laid silicone from the first installation as I was told by the fitter it would take too long to remove the original silicone, beading not flush to the wall or the floor, big gaps left around radiator pipes again and door bars that are not secured correctly to the floor and are lifting off after less than an hour of being installed resulting in a trip hazard! When I complained to the fitter I was once again told that this was what it was meant to look like and that that is the best fitting job I would get.

I have had 2 different fitters look at this 2nd installation and both have confirmed that it is a very bad job which would be incredibly difficult to fix without ripping up my floor and damaging my woodwork!

Once again the store were not interested in helping and insisted that I had to speak to the fitter as it's not their responsibility to help. After a very long conversation in the store in which I refused to be fobbed off, lots of pictorial evidence provided to the store and a lot of back and forth phone calls with the store and the fitter I am finally in the process of getting my money back for the LVT. Whilst this is a good resolution in theory, it also means that my flooring needs to be ripped up and given back to the store which means I will be stuck without a proper floor until at least Christmas whilst I search for somewhere else to buy flooring from, get it installed and repair damage that has been made to my skirting boards and architraves.

The choices I was given (after a lot of protests from the store) were trust the fitter that has already done a poor job twice to come back a third time to try and fix it (which I was advised by two other fitters would be extremely difficult to do), be left with a bad job which and pay for somebody else to fix it or get my money back but be left with no floor.

I also had similar issues with the carpet I bought - it makes a crunching noise when it is walked on. This is because my previous carpet was glued to the floor (which I was unaware of). Instead of the fitter telling me that this was the case and giving me the opportunity to pay either him or somebody else to have the glue scraped (which I would have happily done if I had been given the opportunity) he placed the new carpet right on top of it. I am now told by the store that it is my fault and my responsibility to sort out as again the fitting is not their responsibility even though it is arranged through the store.

Overall, I will never consider using Carpetright again - they are only interested in taking the money and then completely wash their hands of any jobs that are not completed to a decent standard. I feel completely ripped off and have spent so many hours trying to sort this out with practically no help from them!