Big Red Carpet Avis 

I am writing this to warn other consumers about the shocking lack of customer care and total disregard for consumer rights by this company.

​They delivered the completely incorrect carpets to my property, which delayed my family's move-in date and left my child’s bedroom completely uninhabitable. Because of their error, I incurred significant out-of-pocket expenses, including wasted professional carpet-fitter fees and daily extra rent at my current property.

​To make matters worse, I am currently recovering from major abdominal surgery and am medically forbidden from heavy lifting. I explained this to the company repeatedly. They initially promised in writing that their courier would handle and tape the open, incorrect carpet. Instead, their courier arrived unprepared, acted aggressively, used profanity in my home, and refused to take the carpet.

​When I complained, the owners (Sandra and Anthony) resorted to completely fabricating stories, falsely accusing me of being abusive to hide their courier's poor behavior. They have now officially cancelled the correct carpets I paid for and told me that I—a recovering surgical patient—must independently pay to package and ship a heavy, 3-meter commercial roll of freight back to their depot in Derbyshire if I want a refund.

​Their abandoned carpet sat on my floor as a severe safety hazard, and my young son has already tripped over it and has hurt himself.

​This company is in total breach of the Consumer Rights Act 2015. They take your money, send the wrong items, and then gaslight you and refuse to fix their mistakes. I have formally terminated the contract and escalated this entire matter as a Section 75 legal claim through my credit card company to recover my funds and consequential losses.
AVOID THIS COMPANY AT ALL COSTS IF YOU WANT TO KEEP YOUR SANITY!

So easy to order from the site, follow up was clear and delivery was prompt and tracked with precise timing. The carpet was very well wrapped and protected. The personal touch from Emily was appreciated and not something I experience in present times. the order was exactly right and the quality of the carpet was amazing. I wouldn't hesitate to recommend Big Red Carpet Company.

Like several others here I had a terrible experience and the customer service is absolutely disgusting they make you feel like an inconvenience as if you’re complaining for the fun of it. The Carpet I received was all peeling away at the back but the fitter had already fit half of it by the time we talked about it and he realised I hadn’t ordered a cheap seconds. The customer service person was extremely rude saying I should’ve checked it properly beforehand, as if I can just whip out a 5x4 meter Carpet on the street before getting it in the room. After much drama they agreed to replace it so I had to roll it all up myself (single female, it was UNBELIEVABLY heavy) and I had already explained I didn’t have the original packaging and she said it was fine as long as it’s taped (I still have the email chain) when the courier came another week later he wouldn’t take the Carpet because it wasn’t in the packaging and after speaking to his manager and showing them the emails they left the first Carpet and I ended up with another one clogging up the hallway as well. When the Fitter came to fit this one there were still some faults but it didn’t look that bad so I told him to fit it anyway because it was 2 weeks before Christmas at this point and I’d waited all that time to put my decorations up and just wanted to be done with it but the further he got into the fitting the worse it got it was literally crumbling apart so I contacted them again and they said they wouldn’t help because it had already been cut. I then contacted the manufacturer (Victoria Carpet) and they looked at the pictures and said that is certainly not the quality they pride themselves on and if the vendor will contact them they will rectify it. I went back to Big red Carpet company and they just wouldn’t deal with me at all even though Victoria carpets had said that they would resolve the problem if they contacted them. I ended up going through my credit card company for a refund which was granted because you can literally see the Carpet crumbling in the pictures it’s shocking. Still cost £250 in fitting fees though and now I have a scruffy lumpy bumpy carpet but I can’t face dealing with it right now. It was such a stressful horrible situation it’s taken until now to sit down and write it all out for a review but I wouldn’t touch this company with a barge pole because it’s not that cheap and if you have a problem heaven help you!

got a great carpet for much less - was very happy!

Their price promise is a load of rubbish!
I emailed for consiseration of a price match, but no response. I was on s timeframe my usual supplier coulnt meet so telephoned and they said they would look into it called back with a point blank 'No'
Why say you will try to price match when clearly you dont. Your carpet price is over DOUBLE my usual supplier!

I would thoroughly recommend using Big Red Carpet . They sell the same carpet brands as local carpet stores but you save hundreds of pounds by buying the carpet and underlay from BRC then getting it fitted yourself. They gave me good advice on a suitable carpet and underlay for our lounge . It arrived within days to their warehouse. They rang me to organise a delivery date. The delivery man was brilliant carried carpet into house . All in all a fantastic service I will be using again .

We received our carpet when promised the fitter confirmed the quality and we saved £300 in comparison to local quotes, will be buying all carpets from big red in the future
Many thanks

Just want to add my review here - recently had a terrible experience. I ordered a large carpet, when it arrived the courier wouldn't even help me get it fully in the house and I had to ask some saintly men on the street to help me so I could close the front door! I'd arranged a carpet fitter, me and him then lugged it up many flights of stairs and moved the furniture. Unrolled and it had been cut to the wrong size. Spoke to customer services, rather than being sympathetic at the trouble this causes she was pretty defensive and nasty. Said it would be a week before they'd even collect (I had someone due to move in a couple of days later so this was a nightmare) and there was no response to my pleas for a different date or to speak to someone directly. They wouldn't help move it (we lugged it back down again, carefully re-rolled and wrapped it and I had to pay for the fitter's time) and also had a go at the fitter when he suggested sensibly on the phone it would be easier to move if rolled along the shorter side. You can imagine how big and heavy rolled up carpet is - we were climbing over it in the front hall for a week and couldn't open the front door properly. I was afraid to get a replacement in case the same thing happened again so wanted to add 10cm onto the size of the new carpet for safety - I would've been happy to pay for the extra amount but they refused this so I had to cancel the whole order. The courier who was supposed to be in contact then wasn't and I had to chase with them again to make sure it was picked up. When he did collect it, he actually pushed the carpet against the door of my flat so I got locked out for hours and I had to spend £100 on a locksmith! Things were kind of laughable by this point. After another week I then had to chase them AGAIN as my refund still hadn't appeared. No apology for any of this. My emails were consistently ignored throughout this and I was spoken to pretty nastily, so in honesty I don't trust that they would have even sent the refund if I hadn't kept a close eye on it. All-in-all an awful experience. I understand that mistakes happen, but the way it was dealt with was genuinely horrible at every level and shows they don't give a crap about their customers, even when they put them in a difficult situation. If nothing else, at least just be kind! I've now bought the carpet from a different site. Please DO NOT USE THIS COMPANY.

After much research for hard wearing stain resistant carpet decided to buy dorado 60 pink made by associated weavers, purchased from Big Red Carpet company, with a 20 year warranty. Don't Do It. 3 1/2 years later carpet has lost its colour and is a sort of beige colour, flattened down in walked areas and areas in front of chairs. After contacting Big Red Carpet company and associated weavers received a copy of a form with a tick in a "faded" box - claim refused no further action. B.R.C.C basically told me not to contact them again. This stain & bleach resistant carpet with a 20 year warranty has not "faded", it has completely lost its original colour in all exposed areas (most of the carpet is not in direct sunlight) After reading their warranty conditions which seem to try to dismiss any claim for any reason, and do not apply in this case, a reputable company would at least investigate a customers claim fully. Avoid these companies, Read the other reviews.

Really impressed, really good value for a quality product, and great service. Delivered within 8 days of ordering. The quality of the carpet is super, and the friendly staff made sure it all happened to get the delivery to us in the timescales we needed for the project. Wouldn't hesitate to recommend Big Red!

I purchased a carpet from this company based in Nottingham. The process was straight forward and the staff were extremely helpful. I had never purchased carpet online before so was extremely nervous about the whole process. I shouldn’t have worried. Gentleman at BRC answered all my queries and was extremely helpful with advice regarding carpet types and which underlay to use. Company stored my carpet until I was ready for it and the delivery process was simple with a very pleasant delivery man who put my carpet where I wanted it. Given the cost of the carpet saved me hundreds of pounds compared to buying in a shop locally I would wholeheartedly recommend this company. I will most certainly use them again.

Bought my carpet from Nottingham branch recently, from order to delivery only 2 weeks, very helpful over the phone, carpet arrived on the time and day they said it would, saved my self £450 by buying direct from them compared to shop price. Excellent is all I can say

Horrendous service and incompetent staff. I highly encourage people to go elsewhere. After weeks of delays with no updates they send the wrong carpets. Refused to take them back. I had to raise a chargeback with the bank. Still awaiting funds and they ignore you. Do not use this sham of a company.

Found Big Red Carpet Company most competitively priced when looking for high quality carpet. Sandra and her brother were very helpful and professional, and delivery was on the day it said it would be.

Stumbled across the Big Red Carpet Company while searching for suppliers of Ulster carpets, most companies carried stock on POA status, I contacted the BRCC and spoke to a very helpful gent on the phone, the price was very competitive and I saved £300 area sourcing the carpet myself and then getting a local carpet fitter to install it for me. The carpet had to be ordered from Ulster but was into store in the time scale outlined on BRCC website and I had a phone call the same day it arrived to organise delivery the following week. All in all, no problems with order, price or customer service - would purchase again.

Unbelievably bad customer service. The carpet was delivered by a man who was incredibly rude and who forced me (a 55 kg woman) to help him carry it. He actually pushed it into my foot, injuring me. When I reported this to Big Red Carpet, they ignored my emails.

Avoid!

We ordered a carpet from here as we'd realised it was about £300 cheaper than getting the same carper from CarpetRight. It was a pretty smooth process. The carpet arrived in the timeframe they'd said and was as we were expecting. Communication could have been slightly better - they took a while to phone to sort out delivery. And also they seem to completely ignore any queries submitted via their website. But speaking to them on the phone they were helpful and we're really happy with the carpet and the price.