PRB Cant

Ulster Carpets - Deplorable

We dealt with Ulster Carpets via Martin Phillips, Downpatrick ordering carpet for our hall, stairs and landing on 26th June 2025 costing just over £3,000. Production of the original carpet took over 3 months as Martin Phillips Flooring alleged Ulster Carpets only supplied them with part of the carpet which they had returned as not acceptable due to their standards relating to colour matching. They insisted all the carpet must be produced together in a batch. When all the carpet was finally inhouse and fitters arrived to lay the carpets 2nd October 2025 after fitting the landing a problem arose with the stairs & hall as the fitters identified there was a misalignment problem with the pattern on the remainder of the carpet. Rather strange as it had supposedly been made in one batch on Martin Phillips insistence. Following discussions with the showroom manager who had been summoned it was decided in the interim the substandard carpet would have to be fitted as we had no flooring and the issue be sorted out later.
In a subsequent phone call in early October with the Downpatrick showroom, we were advised Martin Phillips had arranged with Ulster Carpets to make a new section of replacement carpet for the hall but unfortunately, we would have to 'make do' with the stair carpet as we were not willing to agree to removal and refit of our disability stair lift for a second time which incidentally got damaged during the first removal. We were not happy but had no other choice but agree.
Over 4 months later we were still waiting with no word of the new piece of carpet. We eventually decided to put our inquiry in writing to Martin Phillips, Downpatrick and copied to headquarters Customer Services. This resulted in a response that the carpet was still in production with Ulster Carpets but was expected in the warehouse by mid-March 2026 i.e. over 5 months to manufacture. In fact, we were eventually notified it only arrived mid-June having taken over 8 months to produce it. We decided to decline doing any further business with Martin Phillips or Ulster Carpets.

Recommendation – based on our experience we would advise people to not even consider ordering carpet from Ulster Carpets (and definitely not through Martin Phillips) unless they are happy with exceptionally long waiting/production times. Also avoid any carpet that has a pattern involving straight lines as they seem to have difficulty in making patterned carpet that runs straight. Perhaps Ulster Carpets is safe enough to produce plain carpet as long as you don’t mind waiting for it.

Martin Phillips, Downpatrick - Unacceptable

We had a frustrating and professionally unacceptable experience with Martin Phillips Downpatrick flooring store. We ordered 3 carpets, including one for our hall, landing and stairs, in June 2025 costing over £3,000. The problem relates to the hall, stairs and landing carpet. There were of course delays including at some point being told only part of the carpet was made and delivered to the showroom. We were informed it was returned to Ulster Carpets as the carpet should be made in one batch due to colour matching. Eventually the fitters arrived 2 October 2025 and removed the old carpets and laid the landing carpet. However, a problem arose with the stairs & hall as the fitters identified there was a misalignment problem with the pattern on the remainder of the carpet, which was strange as it was allegedly all made together in one batch. Following discussions with the showroom manager who had been summoned it was decided in the interim the substandard carpet would have to be fitted as we had no flooring & the issue be sorted out later. We paid the fitters in full in addition to the carpet costs paid in full to Martin Phillips.

In a subsequent phone call in early October with the Downpatrick showroom, we were advised Martin Phillips had arranged with Ulster Carpets to make a new section of replacement carpet for the hall but unfortunately, we would have to 'make do' with the stair carpet as we were not willing to agree to removal & refit of our disability stair lift for a second time which incidentally got damaged during the first removal. We were not really happy with this, bearing in mind according to Martin Phillips there could be issues with colour matching etc. however we had little choice.

Over the following four months there seemed to be no progress or communication.

We phoned the showroom in Downpatrick on 9th February 2026 to check what was happening but were told no one could access the computer. We got a call back later that day to check over the problem details which was strange as Martin Phillips Carpets were already fully aware of the problem plus, I had already given all the information in my earlier phone call. We were advised someone involved would be in touch later. We were still waiting 2 weeks later and decided to send an email copied to headquarters Customer Services.

This seemed to have some effect as the manager replied stating the replacement piece of carpet was still in production with Ulster Carpets. We cannot understand the delay in production of a small piece of carpet i.e. 5 months. However, it was another 4 months before we received a call at the end of May 2026 (a year since the carpet was ordered and paid for) suggesting refitting 11th June 2026. Our response was ‘We have decided to cease doing business with your company due to the ongoing issues including but not exclusively made up of long delays, lack of communication and the inferior and second-rate carpet that was eventually fitted. As almost a year has elapsed since we first visited your Downpatrick showroom, purchasing 3 carpets, and we have now had to ‘put up’ with the sub-standard stairs and hall carpet for a day short of 8 months; we would therefore prefer not to have any further dealings with your company. We have been dismayed by the treatment we received and very surprised that, supposedly, reputable firms i.e. Martin Phillips and Ulster Carpets provided such shoddy service’.
This resulted in another epistle from the manager apologising, interwoven with the usual excuses and passing some blame to Ulster Carpets. He stated as a goodwill gesture and apology for the poor service we received, he would like to send us a £100 voucher for the Slieve Donard Hotel. True to Martin Phillips, Downpatrick usual form over 2 months later and we have received nothing. We considered the ‘compensation voucher’ an insult in any case and not welcome. Our next carpet/flooring purchase will not be via Martin Phillips. Hoping never to cross one of their showroom doorsteps ever again.
Recommendation – avoid this company (Downpatrick Branch) at all costs. They have a good line in glib excuses but not so good at fulfilling their contract.