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Home & garden.

27 Apr 2022

Online Carpets

Before you buy a new carpet from Online Carpets, find out how this retailer compares with the competition when it comes to value for money, carpet quality and range.
Paula Flores

Online-only flooring shop Online Carpets promises low prices, free delivery on orders over £99, and free samples. But does it offer good value for money, a decent range, and good-quality carpets?

We've surveyed thousands of carpet buyers to find out what they think of the shops they bought their carpets from, so we can reveal how Online Carpets compares with high-street rivals such as Carpetright,  John Lewis and Tapi.

Which? members can log in to unlock our results for Online Carpets, including its overall customer score, star ratings and customer quotes.

If you're not yet a Which? member, join Which? to see how Online Carpets and other carpet retailers did in our survey, plus read reviews of thousands of products, from TVs to sofas.

Online Carpets: customer satisfaction

Online Carpets star ratings
Carpet quality
Range of carpets available
Value for money
Customer service

Online Carpets carpet range

Online-only retailer Online Carpets stocks various carpet brands, including its own range. It offers free samples of all its carpets and flooring. It offers a 'low price guarantee', saying on its website that if you find one of its products cheaper on another website, it will 'work tirelessly to price match or beat that price'.

Carpet prices range from around £3.49 per square metre for an own-brand option, to nearly £50 per square metre for a premium carpet.

Underlay starts at £2.99 per square metre and goes up to around £6 per square metre.

Interest-free credit over four years is available if you spend more than £500.

Online Carpets guarantee

The guarantee you get with Online Carpets depends on which manufacturer makes the carpet you buy, so check this carefully before buying.

Online Carpets delivery and installation service

Online Carpets offers free delivery on orders over £99. In the Highlands there is a surcharge. 

Online Carpets doesn't offer a carpet fitting service, so you'll need to fit your carpet yourself or find an independent carpet fitter. 

Looking for a professional to fit your carpet? Make sure you use a Which? Trusted Trader. We rigorously check the backgrounds of all the traders and companies we recommend, so you don't have to.

Online Carpets returns policy

When ordering from Online Carpets via its website or over the phone, you can cancel and return your order up to 60 days after receiving it. However, some products are excluded, such as items that you have cut yourself to a bespoke size. If the retailer itself has cut your carpet to a specified size, it can still be returned within 60 days, as long as it has not been further cut since ordering.  

If you receive faulty or damaged goods, your statutory rights will apply. If you realise your carpet is damaged or faulty, contact Online Carpets before cutting or fitting it. Online Carpets will arrange for the item to be collected and replaced.

Head to our guide on refunds and returns for more information on your right to return products.

Online Carpets carpet complaints procedure

If you have a problem with a Online Carpets order or delivery, your first port of call should be to contact Online Carpets on 0800 9705 705 or at info@onlinecarpets.co.uk.

To see how Which? members rated other leading carpet shops, take a look at our overall carpet store rankings or visit our reviews of popular shops Carpetright, John Lewis and Tapi.

* In November 2021, we surveyed 6,381 people who had bought carpet in the last five years, including 33 Online Carpets customers. Customer score is based on a combination of satisfaction with Online Carpets as a place to buy a carpet and whether they would recommend it to a friend.

This article uses insights from the Which? Connect panel, collected from research activities with our members. Find out how to get involved