Marshall Flooring — Attraction in Mayfield Heights

We cannot say enough good things about the group at Marshall Carpet One in Mayfield Heights, particularly Ryan Wien. Marshall was recommended to us by our kitchen designer as part of our home renovation process, and Ryan was our contact. The floor for our entire home was being replaced; although a small home, it was still a big project. Ryan endured our many visits and sample requests, and answered all our questions. He has been attentive, quick to respond, friendly and compassionate. When he has been unavailable (a day off or vacation), the Marshall team is there for us with immediate assistance and support in his place. When it came time for installation, we had the best. Eddie and Chris were fantastic. Efficient, friendly, professional.

We had a special circumstance with the Marshall team that particularly endeared them to us: barely two weeks after our floors were installed, a fitting in one of our new bathrooms blew while we were at an Indians game. We came home around midnight to find it raining in our basement and half our floors under water. A nightmare. We reached out to Ryan the next day and explained the situation to get guidance. After expressing his shock and sadness for us, he told us what to tell the remediation team to prevent the floors from being damaged during removal. Unfortunately, the remediation team failed to heed their guidance and the flooring in the two rooms in which planks had to be removed was damaged. We knew this because Ryan and Ken came personally to the house to assess the quality of the removed planks. We were going to have to get new flooring and attempt to match/blend new with old. Ryan was a godsend, tracking down the same lot number of our flooring from a different warehouse and getting the flooring to us quickly; he understood we'd barely had time to enjoy our beautiful floors before we were staring at 60 year old laminate again and cleaning up a mess at the same time. He arranged for the same installation team to come out because they knew the home and could best match up the new planks with the existing layout. He and store leadership even worked with us as we awaited insurance payments. There are so many shortcuts they could have taken, so many excuses they could have given to avoid our hassles. They didn't. They were there for us without missing a beat and we are beyond grateful.

You just don't find such dedication to the customer and kindness much anymore but it absolutely exists at Marshall. We will soon be in the process of picking out area rugs and there is nowhere else we'd give our business but Ryan and Marshall Carpet One. Thank...

We had a great experience with Marshall. We had gotten estimates for new carpet from two national brands and got an additional estimate from Marshall to compare with a local company. We were surprised at the great value we got at Marshall, and ultimately decided to go with them. The national brands didn't even present us with the pad they intended to use with the carpet when they came out to our house, and downplayed it entirely. We were pushed to make decisions on the spot and it felt like they were pushing whatever was stored in the warehouse. Marshall brought a sample of the pad they offered as well as several carpets, and the pad that Marshall uses makes a huge difference - it's also sealed and good for pets as we have a dog and cats. They came out and measured our house right when we inquired and gave us a quick estimate on the spot from the rep, followed up by an official estimate via email shortly thereafter. We didn't have to make any decisions on the spot or within a certain time frame, I don't even remember but I think we took a few weeks to decide and the number never changed, whereas the national brands had to confirm with a "higher up" that the estimate was still good. Everyone from Marshall was polite and courteous throughout the entire transaction. After we got the official estimate we went to their showroom and changed up the carpet we had initially ordered very easily, it wasn't a problem at all. We decided to get vinyl flooring through them as well and we couldn't be happier with the product or the service. We love the carpet we got, as well as the quality of service provided by the reps in and out of the showroom and the installers. We live over on the west side of Cleveland and they were in and out of the house before you knew it, with the carpet neatly piled by the curb. I...

I went to Marshall's with high hopes, as they were referred to me by a close friend. When the flooring came in and was to be installed, it was not what I ordered after waiting several weeks for it. I waited several more weeks for the correct flooring to come in and then waited for an install date. When the reordered flooring was installed, it had bubbles on the seams and looked like plastic. It looked nothing like the sample which Banner had shown us in the store. Nate the owner came out to my home and agreed the flooring must've been a manufacturer's defect and said he'd knock about 50% off the original price of $6,787.43, if I agreed to keep the bad flooring they'd installed or I could come in a choose a different flooring and pay them an additional $1,900. I had already given them $3,300.00, 1/2 of the original price. and they want another $1,900 to correct their error. Ryan nor Nate could give me an install date before December. Mind you, this was entire process has gone well over 3 months. I could not wait until December for them to correct their mess up. I am now stuck with a floor in my kitchen which was not what I ordered. I DO NOT love or even like this floor and feel I have been taken advantage of. Not only is the flooring nothing like the sample I was shown, it looks very cheap and I feel it's not worth the $3,300.00 that I paid for it. I even suggested to have half of my deposit returned and both Ryan and Nate refused me. In all honesty, I wish I had NEVER gone to Marshall Flooring, as I have been treated very unfairly and I will not recommend them to anyone, nor will I do business with them in...