Karpet Mills Arvostelua 

I would honestly give this company 0 stars if I could. We booked our flooring months in advance for our new build home. I had email confirmation that the fitter would come on Friday to screed the floor, then return Monday, Tuesday and Wednesday to lay the flooring. They had even carried out a floor inspection weeks before we completed on the new build, identified a few issues, and the builder sorted them straight away.

Two days before fitting, they rang asking for payment for the materials in full, which I paid immediately. While on the phone, I asked what time the fitter would arrive on the Friday morning and was told they couldn’t give an exact time, but he would definitely be there that morning.

Friday came, 10am arrived and nobody had turned up.

I rang the store and was met with some of the worst customer service I’d ever experienced. The member of staff was incredibly rude and insisted I wasn’t booked in. Even after I explained I had email confirmations, he responded with ‘are you sure?!’. After spending several minutes looking, he finally admitted that I was booked in, but the store manager, Shaun, had forgotten to put the booking into the diary!!

I was told the fitter was definitely booked and that they’d ring him and call me straight back. Unsurprisingly, nobody called me back, so I had to ring again. This time I was given the fitters personal number and told to contact him.

When I spoke to the fitter, he told me he wasn’t booked to screed the floor, he was only booked to carry out an other inspection! He had completely different dates in his diary to the ones we’d been promised. I had specifically arranged my annual leave and work commitments around the flooring being finished by Wednesday, so this caused huge unnecessary stress.

When the fitter arrived, he even asked me what flooring I’d chosen and where I wanted it fitted, proving that hardly any information had been passed onto him. Thankfully, none of this was his fault. In fact, he went above and beyond and came out on the Saturday to screed the floor so we could try to stay on schedule. He was the only positive part of Themis entire experience.

The Monday arrived… after only an hour, the fitter discovered the entire batch of flooring supplied was faulty and couldn’t be fitted.

We were told a replacement would arrive by 9:30am Tuesday morning. Tuesday came… Nothing. Once again, we had to chase the store ourselves, only to be told that the supplier had accidentally sent another faulty batch and it had been diverted back.

Up until this point I stayed patient because I understood faults could happen. What I couldn’t understand was the complete lack of communication. Every single update came because we chased them, we weren’t kept informed.

When I eventually spoke to the store manager, his response was simply ‘I’m not really sure what can be done’.

Sorry… what?!

As a customer, hearing the store manager admit he didn’t know what to do next was hardly reassuring.

Things got even worse when the fitter explained that if the flooring wasn’t finished by the Thursday, he already had other jobs booked and might not be able to come back until October… this was July! He even suggested fitting half the house and returning weeks or months later to finish the rest.

I rang the store again during my lunch break asking to speak to the store manager urgently. While I was waiting, I could actually hear the store manager in the background saying ‘I can’t talk to her right now’. Then, to top it all off, the member of staff and store manager started arguing and shouting at each other whilst I was on the phone listening! I’ve genuinely never experienced anything so unprofessional, I was genuinely in shock.

Eventually, they decided to send a labourer to help speed things up. One of the reasons we’d chosen this company was because amtico has to be fitted by amtico qualified fitters. I asked if the labourer was amtico qualified and was told no, but that ‘it didn’t matter’ because he’d only be laying the middle sections of the floor. That didn’t really fill me with much confidence considering how much we’d spent.

Thankfully, the flooring wasn’t eventually completed by the Thursday, but even then it wasn’t the end of the problems. Our skirting boards were left covered I marks and blue primer etc. something that we weren’t warned about when we booked in the flooring. We then had to pay for a painter to come out before the fitter could re to run to seal the floor.

Since then… absolutely nothing. No apology. No courtesy call. No email checking we were happy. No acknowledgement whatsoever of the stress, inconvenience, and disruption we were put through.

The organisation, communication and customer service from the store was absolutely appalling.

I would never use this company again & I could never recommend them to anyone.

From the quotation for new underlay and carpets through out the whole flat to the finished job everything went smoothly.Excellent work by the fitters. Punctuality and cleanliness great job.
I would like to thank Mr Douglas from the Benton store,sound advice and always there to help approach.
Many thanks Diane

Went to carpet mills for a carpet in living room, Steven/Stevie from hexham came and measured up, after fitting the carpet was faulty and joins had to be put due to wrong measurements, spoke to Steve and he admitted he had measured wrong, so decided to go to hexham store and take a look at some different carpets Daren helped us with choosing a replacement and he was fantastic so helpful , then had a phone call from Steven/stevie saying that he could only do one day before he goes off on holiday to do a replacement and speeking to supplier of carpet , I said I was at work that day , his reply basically was throughout the conversation he was doing me a favour and he was out of pocket 🤷‍♀️ how was he doing me a favour of a faulty and mismeasured carpet and off course you have lost money because you can’t measure up properly, so he then said they will lift the carpet and give me a refund ,We’ll done stevie best result

I would like to thank Ian at Benton for his first class customer service in looking after my son and daughter in law.
His experience and advice was outstanding in helping them make the correct choice of carpet for their stairs.

Just like to say what great Customer service i recieved from karpet mill hetton great price and the fitter did a top job My hallway and bathroom look fantastic would highly recomend.

My experience was with the Hetton branch which is amazing in the variations on offer. My needs were for carpet and underlay for a rental property which led to a great quality offering at a great price.
Special mention for Dave, great guy who gave valued advice and went the extra mile to ensure everything went as planned; customer service at its best.

Amazing customer service from Keith and the team from Hetton, having to juggle the fall out from water damage downstairs along with other contractors timelines. Ended up getting 3 bedrooms done at the same time along with replacing the damaged flooring. Being able to get great quality carpets at an excellent price along with LVT for downstairs helped everything come together during a stressful time. Looking forward to using Karpet Mill for our remaining rooms in the future.

Still waiting for a refund 11 days later. Paid cash for hard flooring. Went in the following day on Monday to explain that I had changed my mind and wanted a refund. I was told I was entitled to a refund but this would need to be to a bank card not the cash I paid and couldn’t get it until Friday when head office would issue it. I did not get it on the Friday. I rang and explained that it was not in my bank and I was told that I had cancelled the order so soon after putting it in (which I was under the impression I had to do before they ordered the hard flooring). Every time I rang up I was told they would phone me straight back which they did not and I was left ringing them back numerous times. I was told that it had been chased up and I would receive the refund the following Friday, which again I have not. I rang a total of 8 times today to ask where my refund was, every time my phone call rang and not picked up, or it was busy. The final time I was eventually phoned back and the worker on the phone knew exactly who I was and what I was ringing for. Were Karpet Mills ignoring my phone call as they seemed to know what I was phoning for just from my phone number? I was told the refund would come through 5-6pm yet I still don’t have it. £970 down… I will continue to ring to chase this up and hope that I don’t have to wait until next Friday to potentially receive it in my bank, that will be almost 3 weeks later…

On the other hand, we ordered a carpet in the same ordered and received it no problem.

Although the company describes itself as a family-run business, they employ subcontractors to do the fitting. I had two different self-employed fitters to fit LVT and carpet at my house. Job was finished two months later than what was promised by managers on the shop floor. Fitters repeatedly not turn up on days that they have promised. Shop managers do not seem to have the ability to manage their subcontractors and make sure things are done properly and on time. I had to rent another place and pay bills for two properties because I cannot move any furniture in until they complete the floor fitting. Quality of fitting is poor and they left a lot of scuff marks and glue on the skirting boards, walls and doors. When these issues were raised to the shop managers, I was asked to get them paint and caulk so that they can fix the problem. We are two months in now, plenty of LVT planks are starting to lift. Karpet Mills is one of two companies that I will never use again.

Truly incompetent, expect inaccurate measurements, produce mistakes, fitters who work for themselves and refuse to do the work, ‘supply and fit’ services that turn out to be supply you the product (not the right amount) and leave you in the lurch to solve it, recommendations of ply wood instead of screeding that isn’t fit for purpose. Amtico and carpet products purchased with poor outcomes on both. Friendly shop staff - however also incompetent

Avoid at all costs

I got my lvt put down and we notice a little hole and scrape. So someone came out and took a photo.
So I rang up 3 days later asking what was happening they said it had too be sent away to the office it will be 2 weeks .
4 weeks later still had no answer

Visited Hetton Karpet Mills in September as I wanted our Kitchen, Stair Carpet and flooring for our hallway and into the sitting room. Getting expert advice and freindliness from all the staff there has been second to none. I would to say a thank you to the fitters, especially Ben and Steve whom fitted our Amtico LVT in the hallway and sitting room. Fantastic job, highly recommended. Definitely the best people in the business, thank you again

Recently purchased Carpets & Flooring from Hexham Depot. Stephen Kennedy was professional, helpful and his advice and knowledge of which product to purchase was invaluable. I would highly recommend.

I'm surprised at some of the negative reviews. I popped in one lunchtime to the Gateshead branch, was invited to look around and let them know if I needed assistance. Got a bargain price Hugh McKay remnant which was big enough for 2 rooms. Provided sizes and arranged fitting date for first room. Carpet fitted as agreed. I then contacted them to arrange to fit the other room. All done as agreed. Fitters John and Chris are both extremely efficient and pleasant. I'm thrilled with the finished jobs. Its such a pleasure to be able to give a good review, often let down by companies not offering good service but I have to say they met my expectations, (I have high expectations!) Thank you

I have just read some of the reviews and have to disagree. I can honestly say we had a first class experience from the show room staff in Gateshead to the gentleman who measured up and especially the two carpet fitters who did a beautiful job fitting the sitting room, stairs and landing carpet. My wife and I would not hesitate to use their services again. We received a quality carpet at a very competitive price and received a great service overall. Thanks again Karpet Mills

You specialise in carpets yet you can’t even measure them right!? We got someone from the Benton store to come and do the free home measuring service, was happy with what they recommend so ordered and waited a few weeks until the fitters arrived only to be told it’d be too small due to their error! I'm still waiting for the carpet to be fitted!!

Don't expect to receive a call when things change, you have to guess throughout the whole process.

The company admitted their mistake and ordered a bigger one. But this was the second time they’d made a mistake, they told me there was an error and the carpet hadn't been picked so it'd be delayed by a day. When it did turn up the next day they didn’t bring any gripper rods or underlay, even though they’d be specified on the order!!

Like others I’ve had mixed experience with carpet fitters - one dad/son team were great, the others were rude and bashed the heck out of skirting boards and didn’t seem to care.

Amateur at best, not worth the money and as for customer service it’s basically ‘so what do you want then?’. Definitely won’t be recommending or using again.

Visited your Gateshead store today which going by the reaction of the delightful gentleman I encountered was my first mistake. The fact I had the sheer audacity to be a woman ( second mistake) and to step foot into the store whilst he was eating lunch which was my third it seemed!

If his customer service was approached with anywhere near the enthusiasm that he was showing his Sunday lunch ( which he was spitting at me whilst explaining why he would not help me) this review would definitely be a 5* You would think entering a carpet shop with measurements, funds and a carpet choice would be a quick sale but this man did not want to know. Clearly the stench of larger that surrounded him was interfering with his ability to do his job! Never mind the wonderful James at Franks was able to help me and more than happy to take my 3k sale.

I hope you enjoyed your chicken and your hangover has subsided. Ps wipe your chin while your on the front desk it’s really not pleasant!!!!

I dropped my key of on a Monday to fit on the Thursday. They decided to come early on the Wednesday with no warning. They turned up and started the fitting. When i arrived i was waiting for someone else but they had already started. Surely they should have phoned first. How can someone enter your property with no authorisation from the owner. When they left they left the heater on for 3 days and they knew the property was empty. I now have to pay for al that wasted heating. I do not recommend Karpet Mills and would look elsewhere. They dont have the decency to follow simple instructions.

We bought our laminate floor from the Gateshead store for a previous property and the staff were brilliant. We have just moved into a new property and decided to put laminate down in here too. Paul and Derek from the Gateshead store were amazing, they both went out of their way to help and nothing was a problem. They are both a credit to Karpet Mills. I would 1000% recommend this store to anyone wanting flooring.

A really unpleasant experience...

We were told that the fitters would arrive before 10, when they hadn't arrived at 11:30 I called, worried they wouldn't be able to complete in a day because they were so late, I Was told that it would be fine because there were 2 of them... they arrived at 12:30 and left at 2:30 because one had to collect their child from school..

The next day they they were back to finish and left at around 1 (they told my partner they had finished and were leaving). When I came up to check, I found a pile of rubbish they'd left which was extra to the pile they had left outside (we live at a world heritage site) and literally every single square cm of the carpet was covered in crap.

As well as a massive pile of trash in our hall, there was shredded carpet everywhere, stands of carpet fibre everywhere, a huge muddy streak on the carpet, mess on areas that weren't carpeted, cable clips that were removed, littering the floor, carpet tacks just left in random places, random pieces of carpet and edging left every where and places that weren't carpet left in a state.

After seeing this I called Steven (or Stephen) at the hetton store to complain that there was so much stuff left behind and that the job was left in such a state... Steven told me that they weren't responsible for removing the mess made by cutting the carpet.. I tried to explain that I didnt thing that the way our carpet had been left was normal and was upset that it wasn't being taken seriously but he said he'd send someone the following day to collect the pile of rubbish... I ended the conversation fearing I was becoming too short.

Within 15 mins I had Stephen on the phone telling me that he hopes he was beating them to the punch but they would be at my house soon. On arrival, im not kidding, the guy was lie "I heard youve been calling" ....... and nothing but a stare, like Im being sized by a school bully... this felt menacing.

I lead him through the house and the issues, with him telling me he's "not a cleaner" .. I feel like im insane by pointing at the ridiculous state of the work they had done with him saying, its not what they do... The issues seemed instantly apparent....

There is a point where I ask the carpet fitter to leave because I realise that he isn't prepared to accept any responsibility for the state of the place, he offers me a handful of cable clips that I'd pointed out... I refuse because I just want him to put them anywhere but where my kids would stand.

During the fitting we had our internet turned off multiple times (we both work from home), and my server cabinet turned off without warning (im a software engineer), the fitter acted like a child when brought him up on this.

As I write this we cant move our furniture out of out of other rooms and get on with out lives after 3 days because of lateness and lack of care. The people in charge of this business dont seem to value our complaints (pics have been sent after a request and they haven't responded)...

These people don't care about your house, they want to take your money and fit in as many fittings per day as possible...

Addition: this was 75 sqm of carpet, every square cm was covered in "bits", stands of carpet fibre - a huge muddy strip, large bits of random carpet on the carpet, unfinished threshold strips - my partner when she commented on one threshold strip not letting the kitchen door close was told she just needed a mallet... you could not make this up...