United Carpets & Beds - Cardiff Avis 

Brilliant service from start to finish. Pam in store was brilliant. So helpful, friendly and knowledgeable. She was an absolute pleasure

Very helpful staff. Very efficient service.

This is the fifth time I have bought a carpet from United Carpets and I have always been very happy with the results. The store had a wide range of samples and it was easy to find exactly what I wanted. They were able to come and measure the same day. The fitters did an excellent job and the final result is superb.

Easy to deal with and great help, good price and offer

At the end of August, we visited the Cardiff branch to buy carpet for our lounge and stairs, as well as vinyl flooring. The shop manager gave us helpful advice and an initial quote. A visit was arranged for later that afternoon so more detailed measurements could be taken. We were then told there was “good news and good news”: the carpet and underlay would cost less because we needed less material. The original quote listed the underlay at £400, but the revised quote reduced it to £300. We had not planned to replace the underlay, as the existing underlay was less than ten years old and had only had single-person use. However, the lower price persuaded us to go ahead.
The carpets and vinyl flooring were fitted about a week later, and we were pleased with the overall finish and appearance. There is still some rippling in the carpets, but we have been told this should disappear as the carpet settles. We also had to pay an additional £40 because two doors needed trimming, which we had not anticipated.
Because we liked the vinyl flooring, we considered having it fitted in another room and reviewed the invoice more carefully. We were surprised to find that it was not fully costed, showing only a list of items and a final sum total. When we returned to the branch to ask for an itemised bill, we were given a handwritten list of costs and told we had been overcharged by £40, which was refunded. We also queried two beading strips that had been charged but were not needed. We were told this would be checked with the fitters and that someone would contact us, but no one did. Later, we noticed that the handwritten list appeared to show a £654 charge for underlay. When we returned to complain, we were told the list was wrong and that we had not been charged for the beading after all. Each time we questioned a charge, the figures seemed to be adjusted so that the total matched the amount we had already paid. This gave us the impression that the costs were being changed to justify the final charge. When we again asked about the original underlay quotes, the paperwork could not be found, just as it could not be found when we first went in to pay for the carpets. We have not received an update.
We like to see the good in people and can accept when human errors are made but would like transparency and candour when errors do occur. We cannot understand why in 2026 a major company like United carpets are still using pen, paper, and small calculators to not only complete invoices but to measure up as well. Why are they not using modern day technology to make life easier for their staff and customers? It would also reduce the risk of error, their carbon footprint and they would have a more effective filing system at the touch of a button.

Finally, life is too short to dwell on what we see as an unfair experience. When we next shop for carpets and vinyl flooring, which will be soon, we will make sure we leave with a fully itemised, costed invoice produced electronically.

Update in response to the reply from United Carpets. The store has not been in contact as we expected as the only contact we have is when we visit the store. We contacted United Carpets customer care as they advised in their response through their on-line portal with letter of complaint. No response or even an acknowledgement of complaint has been received to date 21/9/26. We are not at all surprised as previous customers have highlighted similar experiences. We still do not have an accurate itemised list and believe we have been overcharged around £300.

Really pleased with quality of carpet and the carpet fitter was excellent

Elton made it easy for us to choose our carpets everything went smoothly , very professional , I think he needs a pay rise

Efficient, friendly, good price and on time

United Carpet has now fitted carpet in my house twice, and both times the service has been faultless. Their team is punctual, precise, and very polite. Elton was extremely helpful in helping me choose the best quality carpet for my needs. I honestly cannot find a single fault. I highly recommend them to anyone.⭐️⭐️⭐️⭐️⭐️

Easy process, quick from order to completion. Friendly and efficient fitters.

Liam and Brandon were so helpful in choosing and providing quotes for laminate floors and also carpets! So patient and made a daunting process so simple !

Liam was very helpful. He was thorough and clear.

Piece of the bed missing so left without a bed for a week until they could source the part to build the bed. Removed old bed and marked my carpet by dragging it down the stairs

I had a very disappointing experience with this store.

I bought carpet and followed the verbal instructions given to me in the shop (clearing furniture, emptying wardrobes/cupboards, preparing the area, and fitter payment arrangements). However, I was not clearly told verbally that I needed to remove/uplift the old carpet myself before the fitters arrived.

On fitting day, I was then charged extra by the fitter because the old carpet had not been removed. I raised this as a complaint because this was a major preparation point that had not been properly explained to me in the sales discussion.

Instead of fairly considering my complaint, the business repeatedly relied only on their own staff version and internal “process,” and treated my explanation (and my husband’s, who was present) as if it had no value. The whole response felt biased and dismissive.

I found the customer service very stressful and upsetting. I eventually paid the remaining balance only to end the anxiety and repeated back-and-forth — not because I agreed with how my complaint was handled.

Very disappointed with the way this was dealt with. I will not use this store again.

Second time purchasing and always great customer service only to happy to help great quality and price

Elton and Pam where amazing help and got me the best deal I’m so happy with my carpets can’t thank them enough third time for using them will never go elsewhere

I was desperate to get carpet just before Christmas. I rang the shop. They told me if I came in the following day pick my carpet they could fit it for me. I couldn’t believe it. I was so happy excellent customer service.

Quick and easy fitting. Guys in the show room were very good. Bought two carpets here for different properties, always good quality and good prices

My delivery turned up asked how they could get to my house. I advised them where to go and park at the end of my street. My house is a terraced house 3 doors from the end. They went away never came back. I then received a phone call to say they attempted to deliver but were unable to. I asked for a refund but was charged the delivery fee! The van they drive is the same size as my husbands and larger vans deliver here!