drew frankel

Review of Marshall Carpet One

We cannot say enough good things about the group a...

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 you so much!!