August 2025 by Amy Breckenridge
It's like there's no staff working in the store. Me and my husband went in to try and talk to someone after receiving samples. We came in and waited at the front just kind of awkwardly staring at the staff while at their desk as they looked busy and we didn't want to disturb them. Shuffled closer and gave one member of staff a hello which was returned before she went back to her phone. We were the only ones in the store so tried walking around to give them some time but still absolutely no engagement from staff. Just left after 15 minutes because it was dead silent and felt awkward trying to get the attention of people who were too busy for us.
August 2025 by Stacy-Lee Wigmore
The customer service in this shop is non existent. Nobody acknowledges you, they are either looking down or on their phones.
It seemed like an effort to get a quote, the lady didn?t really know about the product or want to understand what we were after in order to offer us alternatives. They mentioned they are owned by Tapi, but came up over £1000 more expensive not being able to offer the service we are after.
Avoid at all costs.
July 2025 by Rob Coates
Very good service and product received from Carpetright Farnborough. We received excellent assistance from Kelly in store, she spent a lot of time with us while we were there helping us with information on carpet and underlay products, and helping us with what we could achieve in our home as we wished to cover up a wood floor without removing it. Delivery and fitting of the carpets were quicker than we expected which was excellent, and we are very happy with the how it has turned out. Customer service from Kelly was fantastic, with help in store, updates on delivery and fitting, and also a follow up after the work was carried out. Our experience exceeded our high expectations and we would use Carpetright Farnborough again based on this experience.
July 2025 by Kiki Bibi
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I visited your shop yesterday and was quite disappointed with the level of customer service. When I approached the salesman, he remained seated while I asked questions. Although he responded politely, there was little effort to assist me further.
However, when a white customer walked in shortly after, his approach completely changed ? he stood up, greeted them warmly, and actively showed them different carpets. The difference in treatment was very noticeable and left me feeling uncomfortable and undervalued.
I?m not sure why this kind of partiality was shown, but no customer should feel less important than another. Based on this experience, I will not be returning to your store, nor would I recommend it to others.
June 2025 by Charlie Simpson
We had our measurements taken upstairs in March and up to that point it was really good service. We booked time off in May for the carpet to be fitted, the carpet fitters themselves were brilliant however our main bedroom was measured incorrectly and the job couldn?t be completed. The new carpet was ordered however, I was told it wouldn?t be delivered until the end of the following week which I found ridiculous. When the carpet was delivered to store I received a phone call to arrange fitting only to be told I?d have to wait another week. As I was away I said I?d have to see if my partner could work from home that day so that it could be done, the girl on the phone said ?well it?s first come, first served? at that point I laughed. Job is now complete two weeks after original install date. Definitely will not be returning as they just don?t care enough about the customer and the impact it has when THEY get it wrong. My advice is to go elsewhere.
Carpet fitters - 5 star.
April 2025 by Jessie Yang
It has been almost two months now and we still haven't had our carpet fixed - we have been told the carpet that we have ordered is out of stock but we don't understand why it would take so long for them to order it! This is breach of contract. And now we have nowhere to sleep in the house upstairs in the bedroom because we have removed the old carpet and is waiting for the new carpet - quite disappointed. We are waiting until mid April - if by then we still cannot get our carpet done, then we will have to find out if we can get any remedies for breach of contract.
March 2025 by Jason French
Terrible service and even worse management skills.
The wrong carpet was cut and brought on TWO occasions, the same wrong carpet was brought back only to be told that the carpet chosen isnt actually a carpet their warehouse stocks?? After multiple phonecalls to the employees on the floor at the farnborough store, they arent capable of coming to any reasonable solution. So we wait until 3 months after the initial order date and 2 months after the initial install date only to have the final areas of carpet to be fitted, to be told the warehouse still cant find one of the rooms of carpet. GO ELSEWHERE. THESE PEOPLE DO NOT CARE. ITS CLEAR WHY THEY WENT INTO ADMINISTRATION IN THE FIRST PLACE. PATHETIC
January 2025 by Gergana Genova
Really helpful staff! Attentive and determined to support you as much as possible!
August 2024 by Eleanor Good
Very happy with the customer service here. Kelly was very helpful and friendly and made it a really pleasant experience for us. She was easy to talk to and informative.
Will definitely be coming back when needed in future.
July 2024 by Fiona Stanton
Lovely service from Kelly at Farnborough today. Thank you
June 2024 by N 88
Not helpful at all, the staff that works there is always ignoring you and the three times we have entered the store it constantly feels like they dont want to work and you are a burden! I recommend the Guildford store x10 better
May 2024 by Nicky Jervis
Great service by Kelly at the Carpetright Farnborough branch. Very knowledgeable, helpful and made buying carpets a pleasurable experience!
May 2024 by Michael Wheeler
Fantastic customer service today from Kelly at Farnborough. Kelly was very friendly, knowledgable and gave me the best advice for a first time carpet buyer. I would definitely recommend Carpet Right , I did try one of their competitors across the road however I was not impressed. Thank you very much Kelly.
May 2024 by Tara Loosmore
Kelly looked after us and was super friendly and knowledgeable!
May 2024 by Graeme Jarman
Graeme service from in store staff member.
