October 2023 by Cathleen Bell
Edit after response- now 5 stars as previous 1 star was for the fitter.This one star is for the carpet fitter used by the store in Fenton.The store customer service was fantastic and deserves 5 stars and more, however we were totally let down by the nastiness and unprofessionalism of the carpet fitter. The owner and staff at the store should feel very annoyed that the carpet fitter assigned is being so unprofessional and ruining their potential future business. If it was my business I would be taking some necessary steps.Carpets were for the whole house apart from kitchen and bathrooms. There were so many incidents through the day but here are a few examples:1. The door was already open as my son and I were cleaning the floors. The carpet fitter did not introduce himself or say that he was the carpet fitter -just scowled at me and said he didn't like the look of this and went into a rant and moan mode.2. My son explained that he had been let down by a delivery of skirting boards- no big deal as I have had carpets fitted in rooms before as the professional carpet fitters I previouslyused told me that the grippers and the fitting are not reliant on the skirting boards and were able to do a really good job.3. He then went on about changing the day and was extremely annoyed when my son said he would like them fitted today.4. My son and I had cleared the house and only had 3 easy items which my son moved from the bedrooms they were working on first. This should have meant an easier job. There were lots of derogatory comments about the house along with mentions of how his own house looked.5. My son had laid down heating pipes under the floorboards upstairs, ready for connection to new radiators- some were pushed back under the floorboards! Hopefully they are not damaged!6. Throughout the day it was hard to listen to the nasty way he spoke to his assistant (the assistant appeared to be the one working non-stop and was not the one vaping in the hallway).7. Carpet remnants were thrown into the skip we had in the front garden without asking- something which is not allowed in the skip so have to be taken out.8. Three times he asked if the bathroom and kitchen tiles were being replaced- only just laid and yes the tiles were messy and not yet grouted but that was because the other rooms were being renovated and had been plastered.9. He moaned about a door having to be unscrewed (standard practice for most carpet fitters).10. He kept trying to use a hand powered hoover that was being used by my son on his lease car that was being collected. (Previous carpet fitters came equipped with their own).11. He made a point of saying the carpets would look a mess!12. Said about the plastering and said it looked like the plaster had been thrown down the stairs!!!!The dry plaster dust had been swept up and my son was very careful to make sure of a level surface therefore this remark was totally uncalled for. If anything my son had been overcareful to make sure the floors were prepped. He kept questioning my son on who had done it.13. After so many remarks I said to my son that I would be staying out of the way in the kitchen - it was my purchase but my son and partner's house. I politely made it clear that it was my son he needed to speak to but I was constantly asked about the stupidest things.14. The front hall carpet was fitted and not yet stuck down which is fine because the door needs to be trimmed. The carpet metal trim is visible from outside the front meaning the front door trim stopper cannot be put back on. Also the metal trim has been put on back to front so rain would get in.15. Throughout the day there was no friendly communication whatsoever, no timings given ie. breaks, finishing time.The comments given and those overheard were totally unprofessional and only a few examples have been noted.For those purchasing carpets expect an excellent service in store but find your own carpet fitters.For the business owner and staff know that the nasty way the carpet fitter spoke has a major effect on future sa
August 2023 by Saf0408
Price wasn't too bad and service in the store was fine.Carpet fitter they sent around was a bit of a prat. Just kept making stupid demands (wanted the doors removing) and little remarks over nothing. He came into an empty room with the previous carpet gone.Had carpet fitters in the week before to do the landing, stairs and the other room, they had no issues.
July 2023 by Stella Taylor
Fantastic service. Jack was absolutely fab and listened to what we wanted and No pushy sales jargon. Took time and patience with us He?s an asset to the Fenton Branch ??????????
July 2023 by Raeesa Khan
Brilliant service. Very organised and nice range of carpets to choose from . Jack was very polite and helpful . Thank you?
July 2023 by jacqui sherratt
Excellent customer service, Jack was polite, very helpful, would certainly buy carpets from this Branch again ?
July 2023 by Paul Kelleher
Good prices and lovely staff
July 2023 by Niki Gething
Excellent service. Helpful and knowledgeable staff. Great product at great prices. Thank you Jack for organising our requirement efficiently and professionally.
July 2023 by Caroline Kirkham
Had a carpet fitted today by a lovely guy this morning, I can't put into words how happy I am, he did an amazing job! Customer service is superb, helpful and kept up to date. I will definitely visit you guys again. Thanks again. Caroline Wilbraham
December 2022 by Graham Peacock
Very quick to fit us in as been let down by another carpet firm and fitted today 21.12 2022 and very pleased with work
December 2022 by sindamoo moo
I?m only giving one star as there is no option for 0 stars as that?s what this store and Terri the operations manager deserves.I needed to cancel the order due to unforeseen circumstances and when rung up to ask about it, I was told that Terri the operations manager would need to sort this and he would get her to ring me.This call didn?t happen and I rang again to speak to her.This is where the situation turned nasty. She said I could cancel but would lose 20% of the order value. When I asked why I was not made aware of any conditions at point of sale, her reaction was I don?t have to tell you. You should have read them. I asked how I could I read something that wasn?t pointed out or given the chance to read it.Terri then got really nasty and started shouting at me and refused to put me through to the owner. I was given a email address to the store. This would have gone to her not the owner. She also said head office can?t help.I rung the head office who have stated it?s a franchise store and they will ring the store and try to get the owner, a Mr Chapman to call me.That call didn?t happen. Never heard from him.I would avoid this store and their dodgy way to deal with customers. Rude and abusive staff like Terri and to think she is the operations manager of the store. Clearly there are issues if she treats customers this way.She also claimed that I had not signed for the terms snd conditions and then tries holding you to them claiming the carpet is cut. She?s also charging me 20% of the underlay and grippers that are not cut. Total rip off merchants with disgusting behaviour.You want to shop local and support local companies only to be treated so badly. Terri was so fast to take your money rushing you to pay, not surprised with their hidden conditions.Save yourself the headache and go somewhere reputable rather than these poor excuse for a store.In response to the below reply.What is the point in contacting the Aftersale team, the owner was meant to contact me but failed to do this so do you really think the Aftersale team are going to do much.All I can say is that the franchise of United Carpets are not as honest as they should be with hidden terms and conditions. Just be careful if you go there as when you question them, they turn nasty and don?t expect the United carpets head office to help either as it?s a franchise. Every likely Terri was vile and nasty when the owner can?t be bothered.
November 2022 by IAN GREEN
Very helpful and friendly staff..
October 2022 by Linda Maidment
Had large selection of carpets, ,also good choice of roll ends, though I should think this would vary from time to time. Very good on price, also delivered same day. Brilliant.
August 2022 by Dawn Wyatt
Staff are welcoming and very helpful. Price is average to everywhere else. They also arrange fitting.
August 2022 by Jonathan Christian
WARNING - If aftercare is important to you then I recommend finding an alternative to this Fenton store!
Carpets laid as agreed and on time without issue. Issues subsequently developed with carpets coming away from grippers and mismatch in colours. Issues highlighted and the promise of a resolution within weeks turned to months! Missed appointments to resolve and calls never returned as agreed!
As a first time customer at United Carpets Fenton I truly believed we had found a business that cared about their service - how wrong I was!
Complaint first reported on May 14th 2022. Still awaiting a resolution and responses and now in August!
July 2022 by Nicola Varley
Lovely and friendly , great service and very helpful ,do great quality for great price highly recommend
