Online Carpets stocks thousands of top‑quality carpets, vinyl, LVT, laminate and artificial grass, plus every tool and accessory you need for a beautiful finish. Try up to six free samples to compare textures and colours in your own home. We offer free delivery on orders over £249 and our Price Promise means you won’t find a better deal. Backed by expert advice and trusted by homeowners and professionals, shop anytime at onlinecarpets.co.uk.
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Is Online Carpets legit?
Online Carpets (onlinecarpets.co.uk) has a 4.5 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Home & Garden and its reputation is excellent. 87% of reviews are 4 stars or higher and 10% are 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Product, Quality, Price. Last updated 2026-08-28.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Consumers frequently praise the fantastic quality of the carpets and flooring, alongside the competitive pricing available. Reviewers are consistently pleased with the ease of ordering online, receiving positive feedback on swift and pleasant delivery services.
However, some customers noted difficulties regarding delivery timelines, such as experiencing delays of nearly a week or not receiving the product despite repeated confirmations. A few other people also felt that there were instances of receiving items that were the wrong size or damaged upon arrival, and that quality control issues were occasionally apparent on the product itself.
Auto-generated from all reviews of this business. For reference only.
Order No ONL1261092, Failed deliveries, damaged goods, and terrible customer service—cost me £180 in fitter fees
I placed an order with Online Carpets for 9 packs of laminate flooring and 3 packs of underlay, but the delivery experience and customer care have been an absolute nightmare.
Short-shipment & Damaged Goods: When the order arrived on 18th Aug 26, only 8 packs of laminate were delivered instead of 9. Additionally, one of the underlay packs arrived severely damaged with crushed, unusable corners.
Broken Promises: Customer service acknowledged the missing box and promised urgent resolution. A replacement delivery was arranged for a specific date, but when the driver arrived on 26th Aug , they only had the missing laminate box and failed to deliver the replacement underlay, stating it might arrive another day.
Financial Loss & Disruption: Because of their fulfillment failures, my professional installer could not finish the room on the scheduled day. I incurred an extra £180 re-attendance fee for the fitter to return, and my room was left unusable and unsafe for my family for more than a week. I ended up having to buy underlay locally out of my own pocket just to finish the job.
Refusal to Take Responsibility: Despite admitting their errors in writing, Online Carpets refused to cover the £180 fitter fee caused by their short-shipment.
After 11 exchanges emails between me and customer service and several times phone calls, I am extremely disappointed in the lack of quality control, failed replacement deliveries, and unwillingness to compensate customers for direct losses caused by their warehouse mistakes.
Current Status: After escalating the issue, Online Carpets refunded the cancelled underlay and issued a £50 goodwill payment. However, I remain £130 out of pocket for fitting fees directly caused by their fulfillment failure.
Reply from Online Carpets2026-08-28
Hello Serwan,
Thank you for taking the time to leave a review. We’re sorry that you remain disappointed with your experience, particularly as you had accepted the goodwill gesture we offered to bring the matter to a close.
Unfortunately, items can occasionally be damaged during transit, despite the care taken during the delivery process, and this is not something we can always predict or prevent.
We advise at various stages of the order process that customers should wait to book a fitter until all items have been received and checked for suitability and condition. This is intended to help avoid situations where fitting costs are incurred before any issues with the goods have been identified.
As this guidance forms part of our terms and conditions, we’re unable to cover additional fitting costs incurred where a fitter has been booked before the goods have been received and checked.
Kind regards,
Joanne
Online Carpets
Ordered a carpet from Online carpets after being let down by a carpet shop I went to in our local town centre and still not having a carpet after 6 weeks of waiting. Was a bit apprehensive ordering online due to not being able to see the carpet but everything went great. Was delivered the same week, ordered on 19th delivered on 22nd! Got a great bargain as carpet was half price and was really good quality carpet. Would definitely order from them again. A*****
This is the 3rd time we have used Online carpets and each time has been excellent. Good communication, delivery superb by the couriers used, and good quality, excellent value carpets each time.
Great selection of flooring for all budgets, needed more information on beading so sent message they responded within a few hours. Really pleased with my purchase used this company before and I'll probably use again in the future
Honest review.
Bought kitchen flooring from this company on advice from a master carpet fitter.
Since putting it down on our kitchen floor it has marks all over if.Carnt even sit on a chair without marks at the dining table floor.Yes I did speak to the customer service team.
Tried to be fobbed of with a 40 .00 pounds good will gesture I refused and wanted to leave a review
I had to chase them for a reply poor customer service.
Blamed us as a couple that we had heavy objects on it.It is a functioning kitchen.
Used by 2 people only no dogs no children.
A functioning kitchen should be able to be used on a daily basis.
I'm left not wanting to use my kitchen for causing anymore damage to my floor.
They blamed us using heavy objects which is not true.It has a dining table and that's it being used.
We would never return to this company poor product and poor attitude to customers.
Iam receiving palliative care for my heart and I can tell you this has stressed me out.
Carnt belive they think it's OK to treat customers like this.
Then offered us 5% of our next carpets.Not in a million years would I use them again.Quality terrible.
Asked us for proof of flooring images sent lots of photos they were not interested.The photos said it all if I could have posted them for people to see I would have.
DO NOT USE THIS COMPANY
Mrs Cullen/ ONL1245405- order number
Reply from Online Carpets2026-08-28
Hello Lisa,
Thank you for taking the time to leave a review following your recent purchase. We’re sorry to hear that you’re unhappy with your flooring.
We have been in direct contact with you regarding your concerns and have carefully reviewed the photographs provided showing the indentations to your foam-backed vinyl. These appear consistent with pressure or impact damage, such as that caused by chairs, furniture or items being dropped onto the flooring.
We appreciate this is not the outcome you were hoping for. We had put forward a resolution prior to this review being posted, which unfortunately you have not been able to accept. Our offer remains open should you wish to contact us directly to discuss this further.
Kind regards,
Joanne
Online Carpets
Absolutely delighted with the service from Online Carpets. From ordering through to delivery, everything was straightforward and hassle-free. The carpets arrived exactly as described, are excellent quality, and look fantastic.
Really happy with the goods and the overall service. Great value for money and I wouldn’t hesitate to recommend Online Carpets to anyone. I’ll definitely be using them again!
Avoid this company recently purchased flooring was shocking wouldnt click in place gaps everywhere the fitter said it was the worst flooring he has had to fit in years we only openened 1 pack have had flooring returned for over a week they have kept it till the very last min they could to release my refund been palmed off each day you knew there was a fault i have provided enough evidence to you customer service shocking youd swear the money was coming out of the girls pockets how arsey they were on the phone so cheeky holding onto money because of their fault picked flooring up a week ago from my home talk about dragging feet with my money they can keep for 5 days and you chose to refund at the latest you possibly could tf like DO NOT USE rip off
Reply from Online Carpets2026-08-28
Hello Samantha,
Thank you for taking the time to leave a review following your recent purchase. We’re sorry to hear that you were unhappy with your flooring and apologise if the refund process was not clearly explained when your return was arranged.
Customers can return items provided they remain unaltered from their original delivery condition. Once returned and checked, refunds are processed, although it can take 3–5 working days for the funds to appear in your account.
We would expect your refund to have now cleared. However, so we can look into this further and contact you directly, we have requested some additional information regarding your order. We’ll be in touch as soon as this has been received.
Kind regards,
Joanne
Online Carpets
Appaling business, if you have an issue forget any form of customer service. Steer clear. Legal action taken.
Reply from Online Carpets2026-08-28
Hello Stuart,
Thank you for taking the time to leave a review following your recent purchase. We’re sorry to hear that you remain unhappy with your experience.
We note that our team is already in direct contact with you regarding your concerns. We’re keen to work with you towards a resolution and will continue to communicate with you to achieve this.
Kind regards,
Joanne
Online Carpets
From navigating the website to ordering the carpet was very easy to do.
The delivery of the carpets on both occasions went without a hitch.
The delivery staff were very careful and helpful.
Overall a great service and quality carpets too
This lovely flooring (vinyl) as now been laid in my bathroom and it looks great. It was delivered on time and I can't imagine getting this kind of vinyl cheaper anywhere else.
Purchased a grey leopard print carpet for my bedroom. Wasn't able to find elsewhere so was delighted to find exactly what I wanted at online carpets.
Delivery on the day was trouble free.
However the only negative I have is that 'free delivery' is a bit misleading...... Even though I was over the threshold for this - as I work I needed to know in advance when the carpet will arrive (as you can hardly just have it dumped outside of the house!)- so I had to opt for the 'named day delivery' adding £25 to the overall cost.
Would still recommend and use again.
Ref Order: ONL1269919
So placed an order on a Friday evening, paid a total of £34.95 for shipping for it to arrive 2-3 working days the following week, great, whole point of this was fast delivery for it to be here within the following week, gets the email updates, great, gets the delivery time slot for following Wednesday 7am-10am, great, delivery day & time slot window arrive, no show, at around 10am just as delivery window slot closes I receive this email:
“Good Morning,
I'm just emailing regards to delivery that was due to take place today.
Unfortunately your order wasn't loaded onto the van this morning due a loading issue so delivery won't be taking place today, sorry for the delay and inconvenience this may cause.
I have now arranged for this to be re-dispatched as soon as possible. Your order will now be dispatched as soon as possible for the intended arrival within 2-4 working days
Tracking information/estimated times of arrival will be provided once the order has been dispatched, if you are unable to be in for the delivery of your order we would recommend leaving a signed and dated note fastened to the door providing the driver with delivery instructions as to where your order can be left safe. Please note, this is weather permitting and at the driver's discretion.
Please don't hesitate to contact us if you require any further assistance.
Kind Regards
*****
Not very good to me or my friend is it when the whole purpose of the order being placed was for the specific product & the 2-3 day faster delivery option, as other things needed to be done for the following week that were relying on this weeks time frame specifically for delivery, which messed up other plans as a domino effect, you put your trust in a company to make a simple delivery, you wait in, they have your phone number & should of called you to save you wasting time staying in for a no show they’d know of prior or to sort it out quicker, but instead let you wait until after the 3 hour slot to send an email instead with a poor excuse “a loading issue” its a roll of 3m by 4.4m lino?? What loading issue? No explanation other than that? Erm..wait another 2-4 working days on top of the days/time already wasted, for what? Another no show with some other excuse? Not risking it! Let alone no mention of refunding the faster delivery fee I paid extra for in the email either, sorry but NO, I will not be waiting another 2-4 working days for the risk of the same let down, wasting my time, my friends time, I phoned up their 0800 number & spoke to ****** who did say sorry & was initially trying to offer a refund the delivery at first, until I told her no point as the window/time frame was missed & was no good to me showing up later down the line days later, I requested the cancellation & full refund which she told me to wait 3-5 working days for it to be refunded, well if it don't refund expect a charge back off my bank & their fees on top for non delivery of goods!
Lame empty excuse for poor service, anyone one reading this thinking about buying from them don’t bother, unless you don’t mind waiting weeks instead of days, find somewhere local to you that you can collect there & then from or can deliver same day or 1-2 days later etc without the rigmarole of having your time wasted with no shows & delays for days on end, especially if what you plan is time sensitive, with other appointments or arrangements made that hinge on it turning up when it’s supposed to when you paid for that faster service for that reason.
Cancelled & full refund, 3-5 days we shall see.
Reply from Online Carpets2026-08-27
Good morning,
Thank you for taking the time to leave your review. We are sorry for the disappointment caused by the delivery delay.
While most orders are delivered within the expected timescales, delivery dates are not guaranteed and occasional unforeseen issues can occur. We aim to communicate any issues as soon as we are made aware.
From your review, we can see that a refund of the express delivery charge was offered; however following your cancellation of the order, a full refund was raised. Depending on the payment provider and method, this can take up to 5 working days to clear.
We are sorry once again for the delay and appreciate your feedback.
Kind regards,
Jenny
Online Carpets
Brilliant selection of carpets at competitive prices. Quality and delivery were just as expected. All round would highly recommend this company and will use them again.
Worst carpet company going ordered my carpet give me a date it be here by 8 days after its meant to be here and im still waiting cant get hold of anyone so gonna have to take these guys to court as ive spent over £1400 very upset and cant wait to see you guys in court. DO NOT GO TO THIS COMPANY. Other people review this on here must of got paid to say things.
Reply from Online Carpets2026-08-27
Good morning,
Thank you for highlighting your concerns.
Unfortunately, we have not been able to identify or track your order details from the information provided. Our Customer Service Team is available Monday–Friday, 8am–8pm, and weekends, 9am–5:30pm. We are also available via live chat and email.
We are keen to investigate the status of your order and delivery and work towards a resolution. We have sent you a request for further information so we can begin reviewing this for you.
Kind regards,
Jenny
Online Carpets
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