Carpetright COVID-19 Customer Information

COVID-19 Information for Customers

 

We’ve been working hard to ensure we can continue to serve our customers safely, and with the usual friendly and efficient Carpetright service you have come to expect.

In line with government guidelines we have lifted many of the restrictions on our stores and services, and you can now shop with us, in all locations, both in-store and online.

To help us manage social distancing, we recommend that you book an appointment before visiting a store, but you are welcome to just drop in if you prefer.

Looking after our colleagues and customers continues to be our number one priority, and you can find further details below on our available services, and the measures we have put in place to ensure safe shopping.

 

We hope you’re keeping well.

The Carpetright Team

COVID-19 FAQ's

Are your stores currently open?

We are pleased to confirm that all of our stores are now open. In order to ensure safe shopping, we’re limiting the number of customers in the store, so we recommend booking an appointment to visit.  Of course, you’re welcome to just drop in but you might be asked to wait or come back later if necessary. Please take a look at our store locator for up-to-date details before planning your visit.

How are you ensuring safe shopping?

We have taken all necessary measures so that you can shop with confidence. To ensure social distancing can be applied, we are limiting the number of customers in our stores, and where possible, we encourage customers to make an appointment ahead of visiting. You are welcome to visit your local store but access may be restricted should we have too many customers in-store to ensure social distancing, once the maximum number of customers in store has been met, we will ask that you wait outside, two metres apart. There is signage in place to ensure our safe shopping guidelines are clear, our colleagues have the appropriate PPE, and there are hand sanitiser stations available throughout our stores. To minimise the handling of cash our colleagues will recommend that you pay by credit or debit card and completion of interest free credit applications at home is requested to minimise the use of keyboards.

Can our fitter now fit for us?

Yes, we have already started to allow customers’ fitters to collect and prepare the floorcovering for fitting nationwide, excluding Jersey, Guernsey and the Republic of Ireland. If you already had a fitting appointment booked before the lockdown, our store teams will contact you directly when we are able to book your fitting. If we call you to arrange and you miss us, don’t worry we will call you back.

I’ve placed an order during lockdown, when can I have that fitted?

We are now working with our third-party fitters to offer fitting nationwide, excluding Jersey, Guernsey and the Republic of Ireland, prioritising those customers who already had a fitting appointment booked before the lockdown.  As soon as we have completed those outstanding appointments we will begin to offer fitting for those who have placed new orders during this period. Your local store will be in touch once we are able to service your order – thank you for your patience and understanding.

We have adapted our working practices to ensure strict social distancing and hygiene standards are adhered to.

How are you ensuring the safety of fitters and customers?

We’re working with our third-party fitting teams to ensure they can work safely and are able to adhere to social distancing guidance in your homes.  Before any appointment, they will call ahead and confirm that both they and you, and any members of the household are well, that social distancing is possible during the fit and that both parties are comfortable to go ahead. You may be asked to vacate the room where the floor is being fitted, to open any internal doors along the journey to fitting and open windows where possible.  Our third-party fitting teams will have hand sanitizers and disinfectant wipes and will wear the appropriate PPE during the appointment.  To minimise the handling of cash, the fitters will offer you the ability to pay for your fitting by debit or credit card, or via a bank transfer. For more information please visit www.carpetright.co.uk/service/fitting.

Can I still place an order online or by telephone?

Of course! You can still place an order online at our website www.carpetright.co.uk or you can call our Telesales Team on 0330 333 3444. Our teams will be delighted to help you.

Can I have products delivered to my home?

If you placed an order for delivery prior to lockdown and it is currently in store, we are now able to make a non-contact delivery service available to you.  This will be subject to availability and can be arranged with your local store. If you have placed an order after the 23rd March, our store teams will be in touch with you as soon as it is possible to arrange a non-contact delivery.

We supply rugs and beds via non-contact delivery to your doorstep.

Can I collect goods from a local store?

If you placed an order for collection prior to lockdown and it is currently in store, we are now able to make a non-contact collection service available to you. In order to ensure social distancing this will be by appointment only and can be arranged with your local store.

If you have placed an order after the 23rd March, we will be in touch with you as soon as it is possible to collect your order. Please take a look at our store locator for stores that offer a collection service.

Can I still contact customer services?

We recognise that in these uncertain times you might have questions about your order, appointments, fitting or stores, and our friendly teams are ready to help. As you can imagine, they’re super busy right now, but please be assured that we will be in touch with you.

Our customer service team remains available via email (customer.services@carpetright.co.uk), during their normal working hours, Monday to Friday.

For more information on how to contact us please visit www.carpetright.co.uk/customer-service

Can I order flooring samples for inspiration?

Definitely! Why not use this time indoors wisely and start to plan your redecorating? Order your free samples now so you’re good to go when the world is back to normal.

Please tag us on social media using #mycarpetrighthome so we can keep up to date with your renovations!

Can I book a home flooring consultation?

Yes, we can provide a free online consultation nationwide. We’ll talk you through how to measure your room, help you decide on the floor that’s right for you and get a quote put together. We can do this via a video chat or call you to talk you through the process.

If you’d prefer a Home Flooring Surveyor visit, this can now be arranged, depending on your location via your local store.

How will you ensure safety during Home Flooring Surveyor appointments?

We have adapted our working practices to ensure home visits can be carried out safely and within the social distancing guidelines. Before any appointment, our team will call you to confirm that both they and you, and any members of the household are well, that social distancing is possible during the survey and that both parties are comfortable to go ahead. You may be asked to vacate the room where the measure is taking place, to open any internal doors along the journey to the space and open windows where possible. Our colleagues will have hand sanitisers, disinfectant wipes and other appropriate PPE, and will follow strict hygiene protocols. To minimize any unnecessary contact, if the sub-floor requires inspection, we ask that you arrange to have the current flooring either removed or partially uplifted to enable visibility. The surveyor will discuss your order with you during their visit as usual, but at a safe distance, and they will also send you a copy of this electronically afterwards. 

Why were customers not contacted prior to the closure of stores?

We are really sorry about this. Like the rest of you, we received information and updates from the government outside of trading hours, which unfortunately didn’t leave us much time. However, please be assured that all affected customers will be contacted as soon as possible. Thank you again for your patience and support.

Can I request compensation for the delay?

We hope that you’ll understand that in this instance we are unable to offer compensation for delays caused by the Coronavirus. We apologise for any inconvenience caused and are working hard to ensure that, once the current restrictions are lifted, all current orders are fulfilled at the earliest opportunity.

Can I cancel my order?

All orders are subject to our usual terms and conditions, please contact our Customer Service team for further details.

I have placed an order on Interest Free Credit that I have not yet received, will my payments be delayed?

That’s correct, your instalments will not begin until after you have received your goods.

Until we see you again, keep well!

The Carpetright Team

 

Use the following links to view the Carpetright COVID-19 risk assessment documentation.

Store Risk Assessment 

Warehouse Risk Assessment

Home Flooring Surveyor Risk Assessment

Store Support Office Risk Assessment

Store Support Office Warehouse Risk Assessment