Marion's Carpet & Flooring Warehouses — Local services in Portland

The good and the bad of our experience:

We started working with Marion's Carpet regarding what kind of padding we should put beneath hardwoods we were installing ourselves. Bob the salesperson worked with us and was very helpful. We chose a waterproof and antimicrobial underfloor padding with which we are very happy.

We returned a couple weeks later to choose a carpet. The final piece of our room. We started working with one salesperson, but when it was realized that we previously worked with Bob, we were switched to Bob. We became very aware that there was an order to how things are done and Bob was the salesperson we were suppose to work with in actuality. This made me feel uncomfortable bc the poor guy that was showing us the carpet that we ultimately had chosen had to give us over to someone else. You know what, not a big deal. We understand how commission works and we likely should have said we had worked with someone previously.

Now is when things became unprofessional in our opinion.

We paid Bob $300 deposit for our carpet and we were told the installer would call us within two days. We waited 5 days and heard nothing so we called Marion. The woman who answered said we are supposed to call the store to schedule installation, that no one actually calls us. This lost us several days waiting for the carpet, and frankly made no sense. Ok, the installer calls soon after this conversation.

The installer, Chris, arrived two days later and was very professional and efficient. He said he was 20 days out, so we scheduled for 9am 20 days later.

It's 10:30am the installer was still not here. Marion carpet just said it was because we haven't paid the balance on our carpet. In other words, we did something wrong again. We were wrong in the order of selecting the salesperson, we were wrong about the installer calling us, and now we're wrong about the timing of when the balance of the carpet is to be paid. All these folks are good people. We get that. But the systems they are working in seem very confusing and left us as the customers feeling like we did every step incorrectly. We don't at all fault the installer. If anything the most confusing information came from the phone conversations.

Update: After we paid our balance by telephone the installer, Chris, arrived. He was professional, clean and articulate justas before. He did a great job installing the carpet and went above and beyond. After the installer removed the carpet he found the stairs had a lips on them that weren't visible with the old carpet hiding them. Chris offered to wrap the lips of the stairs for a drastically reduced price and he did a wonderful job. The carpet turned out fantastic -- way better than we thought it could -- and Chris is responsible for that. Thanks Chris. You came through and we...

I bought carpet at Marion' s Warehouse a little over a year ago. The customer service was good, overall it was a good experience. Recently I got a puppy who desided the carpet on my staircase was tasty. I called and spoke with Brian/Ryan about gettin a repair, he said he would look up my purchase and call me back, never happened. A week later I called, he said he would check and call back...never happened. I called again, finally he called back stating they still had the same carpet in stock and he could sell me a piece for the repair. GREAT! When the carpenter came to repair, he unrolled the new piece, it was different shade, different texture, and a lower grade of carpet. My house had just sold. The carpet had to be repaired that night due to repair addendum before closing. The carpenter had to pull carpet out of my closet to repair and place the other back in my closet. While it wasn't ideal, it worked. When I called Marion's the next day to explain what happened, the manager said he would check into it and call me back....NEVER GOT A CALL BACK!! While my purchase wasn't a huge cost, it was a big deal to me. And in the future, if I ever need to purchase new carpet I will NEVER purchase there. Their lack of integrity and customer service...

This is a shout out to installer James Chinchen! Background, our house is 100+ yrs old. We had several bids to do our flooring and most were high priced and excluded needed work to level the floors. We met with Marion's employee Toby, explained our situation. He said that he had an experienced installer. So we went ahead bought the flooring (reasonably good price) and then had James look at the job. He said, "yeah, I can do that." -- Well, we were unsure, but went ahead with the job (the flooring took two months to get back in stock). This guy is a magician! Our house look better than it has in decades (well guessing, since we have lived here for only a short time). If in doubt when you shop Marion's ask for...