Carpet Barn & The Bedstore Arvostelua 

Disappointing Customer Service and an Unwelcoming Experience

I visited the shop yesterday to purchase an offcut of carpet. I provided my measurements, but rather than offering assistance, I was simply shown where the offcuts were. The staff were unwelcoming and unhelpful, particularly when it became clear that I was struggling to understand how to convert my measurements to match the sizes displayed.

Maths is something I find difficult, and I may have dyscalculia. A little patience and guidance would have made all the difference.

I ended up returning it the following day as it didn't fit. On entering, I was met with glares from two middle-aged male members of staff, which made me feel uncomfortable.

Once again, it was apparent that I was struggling to understand the measurements. Despite this, no one offered to help, so I reluctantly had to ask for assistance. The member of staff who eventually helped me was condescending. I simply needed someone to take a moment to explain the measurements and help me work out which carpet would be suitable. His manner made me feel as though I was being treated like an idiot for not understanding something that he does every day as part of his job.

One-word answers to some of my questions and the condescending responses were both upsetting and unnecessary.

I left the shop feeling stupid and ridiculed, when all I had wanted was a little understanding and basic customer service.

Every customer deserves to be treated with courtesy, patience and respect, regardless of how much they spend.

This experience has completely put me off using them again. If this is how customers are treated when purchasing a small item, I certainly wouldn't feel comfortable trusting them with a larger purchase, such as a full carpet.

Our recent experience with Carpet Barn was absolutely excellent. We were looked after extremely well, from choosing our carpets to having them installed. Everyone we dealt with was so kind, patient and very professional.
We are totally thrilled with the quality of our new carpets and so grateful to everyone who helped us with our purchase from selection through to the fitting of them.
We honestly can’t praise Carpet Barn enough and highly recommend them.

Great service ! Super helpful and no hard sell.

Very helpful and with sound advice.
Turn up on time and no fuss job done

The whole experience was positive from choosing the carpets to the fitters. I would highly recommend them
As a company .

Very helpful in-store service and found a match to the sample we provided really quickly. Excellent price compared to other stores. Prompt delivery by polite and helpful team.
Would thoroughly recommend as a first port of call.

The Carpet Barn team have been very helpful. Treating me with kindness & respect. To meet my needs & expectations. The quality of my new floor covering & the way it has been installed by Matt have been excellent. The work is ongoing. I would recommend Carpet Barn to my family & friends.

Very helpful with competitive and clear prices (unlike some competitors)

Great product and service, the fitters where very professional.

Very pleased with the carpets and installation

Have used Carpet Barn on 3 occasions recently and overall, it was a bit patchy. A few attempts to order carpets from the showroom, only to find they were discontinued. Then fitter never turned up and hadn’t been booked in, so a day wasted. However, staff were full of apologies and booked a fitter quickly afterwards. Am pleased with all carpets now they’ve been fitted and would probably use Carpet Barn again. I just think someone needs to go through their carpet books regularly and remove those discontinued as it’s quite frustrating for customers. Staff were always pleasant too and were helpful.

The staff at the Christchurch branch are professional and courteous. Never have a problem with them. The fitter they sent called Sam was absolute star. Thx again

Great service fitter was amazing would buy again without a doubt

Needed stairs and hallway as well as a study recarpeted after our laminate experience was so good on a previous order. Two very different specs discussed with knowledgeable staff, samples provided after a very clear breakdown and store walk thru' of all the various options ( there's millions !! ) with guidance on what is functionally best/price. Easy quoting based on my own measurements and enabled fitting all on same day after a quick measuring visit to confirm sizes. Looks great and very happy.

This is my second time raising a complaint about Carpet Barn. Unfortunately, the same issue of poor communication and taking responsibility for mistakes has happened again.
The first time, I complained because I was told at the last minute that the door needed trimming, which resulted in an unexpected charge of almost £100. When I raised this, the response was dismissive, with Carpet Barn saying they were not responsible. Had I been told beforehand that the doors needed trimming, I could easily have arranged this myself and avoided the additional cost.
Unfortunately, the second experience has been just as frustrating.
When the fitter arrived to install the flooring, he told us that the floor was showing amber on the moisture reading and was damp, so he could not complete the flooring. He also mentioned that he had been there a couple of times during the previous week and had found the same issue.
What is particularly disappointing is that we had previously been told the floor was ready for the flooring to be installed. If we had been informed that there was still a moisture issue, we could have taken reasonable steps ourselves — for example, leaving doors and windows open, using the heating, or doing whatever was recommended to help the floor dry.
Instead, we only found out when the fitter arrived.
When we contacted Carpet Barn to ask why this had not been communicated to us, the conversation became focused on the builder and explanations about why the floor was damp. That was not what we were asking. We were not blaming Carpet Barn for the floor being damp — we were asking why we had not been informed about the issue when the fitter had apparently already identified it.
We were then told that the fitter could return the following day. He came back but only completed part of the work. We had to chase Carpet Barn again, and eventually the remaining flooring in the utility room and bathroom was completed on Saturday.
The biggest disappointment for me is the repeated communication gap and lack of accountability. Mistakes and unexpected issues can happen, but what matters is how a company communicates them to the customer. In both of my experiences, information that could have saved us time, money and inconvenience was not communicated clearly or early enough. Moreover he blamed the dampness because we were painting and decorating but when fitter came in fee weeks ago it was still damb and we only started painting 2days ago. Moreover a simple advise on how to do things from professionals would have been saved thousands.
I would have expected Carpet Barn to simply acknowledge the communication issue and apologise. Instead, we were given explanations that did not address the actual concern.
After two separate experiences involving last-minute information, additional costs, delays and having to chase for updates, I find the overall service and communication very unprofessional and disappointing.

After 3 months we have noticed the screed used to provide a smooth surface has not been laid properly and we can see the mistakes coming through our vinal flooring.
Our carpet has started to 'fold' from the middle of the room.
I have used carpet barn for many years and never experienced this!

From measuring to installation , carpet barn were fantastic . Great choice , great staff,great customer service.

Super helpful from the moment I walked in the store. Had an idea of what sort of carpet I wanted but the very member of staff let me take home lots of different samples and provided very useful information on the thickness and construction. Very smooth and quick process from start to finish and the stair and hallway carpet look lovely. Highly recommend

Arrived on time, worked efficiently and did a great job. No problems 😊