Carpetright? More like carpet all wrong. Our experience with this store has been an utter shambles - from incorrect estimator measurements to incorrect order made by the store and incomplete order ready for our fitters on the day. The level of customer service from the store has been shocking, with telephone calls being unanswered and voicemails not returned. Torres, the store manager, has zero customer service skills, shouts at his customers and has no form of understanding for errors made by the shop. An utterly appalling service and experience from start to finish. We will never be using Carpetright again. One star is too generous!!

A very bad experience when I return the excess laminate floor to the Tunbridge Wells shop. The sales lady was very helpful when we make the arrangement of delivery from shop to home, and super helpful when we ask about the return arrangement. However, when we deliver the laminate to the shop, the shop manager Torres (as shown in the invoice) was ABSOLUTELY RUDE AND UNHELPFUL. When we walk in to ask about the return procedure, he just said ok, then did not tell and do anything, we need to ask is it we can put in it in the shop now, and where to unload the laminate, he just answer "yes, u can, put anywhere", and sit keep sitting in his seat. We further ask about the refund procedure, he just ask us to call the shop to get refund. All the way, very impolite and not try to do the refund. He even ask us don't place the laminate anywhere, ask us move to warehouse by ourselves, where it was hard to access when moving laminate pack. He did not give any help when we moving the laminate. He totally want to make us uncomfortable to move a long way to return. And he SHOUTED AT US finally. He refuses to give me his name card and his name. HE SAID "I WON'T GIVE YOU MY NAME, I KNOW YOU WILL COMPLAIN ME". Gosh, he knows he is wrong but try to hidden it. If the boss of the shop read this, please think about do you still need this rude manager to be your shop representative. He really really super RUDE.

Emma who was new to the Tunbridge Wells store was really helpful. She took time to show us samples of vinyl and explained how we could order some online to view at home as we aren’t quite ready to place an order yet. I could see she was busy with lots of other work but this did not take her attention away from giving the best customer service to us. I will come back to see Emma in Tunbridge Wells when I’m ready to place an order.

Avoid at all costs. Go anywhere else even if it means you have to pay a bit more. The service from the in-home consultant and the store manager is woeful. I cannot believe this company is still in business.

The worst customer service I have ever experienced. I was due to have a carpet fitted on 22nd July, after ordering in store. On 21st July I rang the store to find out what time the fitter would be attending, I was told that the fitter would ring me after 5.30pm but they never did. No one ever showed up on 22nd July, I rang the store around 30 times to try and find out what was going on and not once did they answer the phone and despite my emails asking to be called, no one bothered. Heavily pregnant I had to drive down there after work to find out what was happening. I turned up to see the manager sitting right next to the phone in an empty store. There was no apology for not answering the phone all day and he took no responsbility for anything. Turned out the carpet I had ordered and paid for was out of stock but they didn't think to inform me of this. I decided to get a refund as the manager couldn't even tell me when it would be possible to get the carpet fitted. The carpet is for our nursery and we had furniture arriving on the Monday so I didn't have any more time to waste with Carpetright. I then drove straight to Tapi Carpets in Tunbridge Wells, who were amazing. They sourced a carpet for me in around 10mins which is now getting fitted tomorrow. I was digusted at the customer service I received, I've never experienced anything like it in my life I will never shop at Carpetright again.

Excellent service from the Tunbridge Wells branch as usual, thanks especially to Elizabeth. I put the above review at the start of January, boy was I premature at heaping praise on the service from Tunbridge Wells branch. I was told to expect to be contacted within 4 to 6 weeks to arrange delivery/fitting and promised that they would keep me informed of progress. After 5 weeks having not heard a word from them I started to attempt to call the branch to chase up. At least once a day I tried, often twice, but no answer just put on hold by the automated system. On a handful of occasions of waiting I was invited to leave my name and number with a promise that I would get a call back, needless to say that never happened. The last time I got that offer the system announced that their voicemail was full so I couldn't add my details to it! That works well then doesn't it, obviously it isn't being monitored. Over two weeks later my next attempt to get an answer was to call their head office. The operator there tried to contact the branch whilst I hung on and even he admitted that they weren't answering the phone so he sent them an email asking them to contact me. Still waiting!!!!

Firstly the showroom is very run down , there is a large tree branch hanging from the storms .....4 weeks ago , rubbish can be seen everywhere in the car park and behind the store , so not a great impression on arrival. We choose our flooring and sat at the salesmans desk ,who took our details and booked an appointment to measure up. When the person didn't turn up after waiting In, we phoned the next day to be told they didn't even have our details.... Don't waste your time ....go somewhere else Anywhere else

Travis was amazing, no question went unanswered, very professional and was always happy to help. Answered all my tricky questions, I struggle with getting my words out and Travis made me feel at ease definitely deserves a pay rise.

Lovely Man at the Tunbridge Wells, Kent Branch named Mike. One of the nicest managers I've come across in Kent. Great and honest advice, highly recommend.

Excellent service from Mike at Carpetright Tunbridge Wells, he got us an amazing deal and as we were in a hurry he managed to whizz through all the paperwork quickly. Very efficient. Thanks so much.

Impressive service and a huge range - lots more than any nearby places for the vinyl I was looking for, and Mike couldn’t have been more helpful. I wouldn’t have known the best way forward without him, and I’m really grateful for his advice. Fully recommend checking their options!

I came into the store with limited time in choosing carpet for our bedrooms . Mike was great at asking questions and providing advise to enable me to make a decision and purchase the carpet. The whole process was completed efficiently in a very friendly manner. I’ll certainly be back to see Mike for help with the rest of the house.

We were in the Tunbridge Wells store today and had an amazing customer service experience with Michael. We popped in to see some samples and ended up putting our deposit down there and then and feeling really good about the next steps. Thanks Michael!

Great advice and excellent customer service! Highly recommend speaking to Michael if you’re looking to replace your old carpets any time soon. A detailed knowledge of all the products available and he helped us pick out our new flooring. 5 star service!

Came into the store last week ran into a fella called Mike was very friendly knowledgeable and listened to my needs gave me great alternatives to what I was considering and post important didn’t try upsale me all the time. Would recommend his advice and best of all you felt like a mate had served you not a salesman. Well done Carpetright. Thank you Mike!

We initially had a positive experience buying the carpet, but following that it was horrible. The store never answered the phone, we had appointments rescheduled, no shows, incorrect volunes of hardware, the wrong carpet arrive and in all took over 2 months to complete. Not one timeline promised was met. I raised a complaint with carpet right and the person handling the case just emailed me the updates I got from the store, completely useless. When I was offered compensation I responded to say I was not satisfied and provided what I would find suitable. I recieved no reply for two weeks and chased. Today a cheque for the original amount offered arrived with no explanation or communication regarding my response, they've completely ignored me.

Good range. Good service. A few unexpected add ons when you make your flooring choice...

Very pleased with service and experience in store and the professional follow up of Brett and his colleague at the Tunbridge Wells store. Carpet all ordered and fitting booked

Brett and Travis were fantastic. From the moment I went into store they both welcomed me and pointed out the shop layout and were best to find what I was looking for. A+ great service.

Nice staff. Very helpful. Lots of different types of carpet, must say all the colour ranges looked the same!

Terrible never go there is not the same service 😕 went there to choose bathroom floor and book for someone to come around to measure it up perso never turn up called in the next day and all the time we spend there for them to put us on the system was wasted as when I called to see what happened the guy couldn't find non of our details. Wonder why is nit selling sort out the sales team as their loom like there don't know what their are doing. Very disappointed.

Fantastic service from Torres. We got there in the end! Let's see how Beckton Carpetright branch will assist and finalise the job in few days!

Paul and Dave could not have been more helpful. Brilliant experience. Good advice. Kind and helpful. Very professional and welcoming service.

Abysmal and unacceptable experience. Went into store and chose new flooring for my bathroom and kitchen. Visit was arranged for 19th Aug to measure up - fitter never showed up, not even a phone call to explain. Called store and visit was rescheduled for 21st Aug. Waited in all all morning but no one showed up - AGAIN! Wasted an entire Saturday morning for nothing. Eventually called the store, and no one had any idea what was going on and why the fitter never turned up. Awful experience, non-existent customer service. Will never consider using this company again. Completely amateur, unprofessional and unreliable. My business has been taken elsewhere. AVOID!!

Brought carpets back in early May. Was told once the carpets arrived they could be fitted fairly quickly. Missed a call from carpeteight end of May to say the carpets had arrived, and as my renovation work was behind I didn’t call back until late June. Once I called I was told it would be 6 weeks until fitting, there is apparently no time limit on the gap between carpet delivery and fitting. They are allowed to ‘service’ as many customers as they like! I was also told it is my fault for not returning to call back in May. Yes indeed it’s partly my fault. But I also was told carpet fitting normally happens quickly so I took that in good faith. In fact it was a sales man making sure he got his bonus. Anyway I have arranged for someone else to fit my carpet. Only problem is Carpet Right Tunbridge Wells won’t return my call even though I left them a message. I forgot I was the customer in all of this…..