Tim T Cad

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company.

Verified Buyer
| map-marker Schaumburg, Illinois

Lied to about everything

Luna Flooring - Lied to about everything

SCAM ARTISTS!!! If there was an option to give zero or negative stars I would.

I had a salesperson come into my home and tell me that the floors I purchased were waterproof and not water resistant. And that I had a lifetime warranty for all dings and scratches. It turns out none of that was accurate. There were scratches and dents in some of the boards after installation and they were going to charge me to fix it.

This was a week after putting them in I found it.

The fact that they lied to my face and sold me on a product and warranty they knew they did not have is illegal and wrong. What is even worse is that they refused to acknowledge it and make it right.

This company is running a scam and will lie to get you to purchase. And when you ask for documentation they say they will send it to you after completion.

Never happened and that is because nothing of what they said was accurate. How is this allowed?

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Loss:
$20000

Preferred solution: Price reduction

User's recommendation: Don’t use this company

Omar C Kjw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Follow up

I want to rescind my earlier comments about Luna flooring. They came back and completed the job to my satisfaction.
View full review

Preferred solution: Just updating my earlier comments

User's recommendation: 5 stars

Omar C Kjw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Incomplete job

Paid for a carpet installation in full for Monday Aug 15. One room not done as they ran out of carpet and said it would be done by Wednesday. No one came. Called on Thursday and told someone would contact us in 24 hrs. No one called. Called back on Friday and again given a new reference number. No one called back. Called again today Saturday and told the 24 hr time restarted on Friday and to wait till Monday. What kind of a crazy game is this that every time you call Luna they give a new reference number and a new wait time of 24 hrs.
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Preferred solution: Deliver product or service ordered

User's recommendation: Stay away

Anonymous
map-marker Doylestown, Pennsylvania

Customer service

I got a in-home estimate today and I must say I have no idea what planet this salesman came from, I will never ever be a customer, Ill stick with Home Depot, the guy looked like he escaped from Alcatraz. A $700 job he quoted $7000 and he lied about the dimensions and wouldnt give me the estimate in writing and he was in a super rush. The worst ever run from this company and fast. He brought in a sample board that looked like it was straight out of Walmart, what he didnt know is I already had 3 estimates before him, none even in the ballpark of his.
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User's recommendation: Never

Luna Flooring's reply to: Luna Flooring - Hardwood Flooring Installation

Marti, our customers are our number one priority, and we regret to hear about your experience. We've located your order and will be reviewing your concerns.
Marti L Gux

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
| map-marker Haymarket, Virginia

Hardwood Flooring Installation

I contracted with Luna Flooring to install hardwood in my living room and dining room. I already had hardwood in the rest of my home, so I needed Luna to ensure they matched the existing hardwood.

Luna Flooring is supposed to be experts in Flooring, so when I asked about the difference in the wood, they told me my existing hardwood had been exposed to the sun, so the color was different from the new hardwood. They assured me the hardwood was the same. Well, they lied. They installed red oak hardwood and my existing hardwood was white oak.

Luna Flooring management refuses to take responsibility for their mistake and flat out lie. So, now I am stuck with paying to have the hardwood replaced by a reputable and legitimate flooring company.

If you need any type of flooring, even if it's for your dog's kennel or doghouse...DO NOT call Luna Flooring or Empire Flooring because they are not reputable companies and if they screw up, they will NOT take ownership of their mistake! RUN...don't walk away from Luna Flooring!!!

User's recommendation: RUN. don't walk away from Luna Flooring!!!!!!!

Kimberly M Vzw

Took my money!!

BUYER BEWARE!! They include Haul away and take up of all current flooring however, their installer came out Took up a little bit of carpet in my closet and determined that I needed a subfloor.

I had already given the company a $2200 deposit. I asked the installer could he tear up all the flooring and see how much subfloor and where I need it. The installer told me no and that he needed the rest of the money upfront. I explain to him that I dont understand why he cant take up the floor to tell me how much I need.

He said he couldnt do it and left. I called my sales rep who took over 36 hours to get back to me. In the meantime I call Luna for different times. There is NO manager and NO supervisor that you can get a hold of.

It is strictly customer service and they dont know anything. when my sales person FINALLY calls me back he states that they dont owe me any money for those services not rendered. I then stated his own contract back to him which says Luna will repair and replace subfloor for an additional charge the sales rep had no idea of this clause. I said, how can you know how much subfloor I need without tearing up all the floors?

Your installer looked in my closet and then left! I had to hire my own carpenter, pay them for tearing up all the floors, hauling it away and laying subfloor. All three things that Luna, in their contract, said they would provide.

I disputed the charge on my credit card and I will be taking legal action. DO NOT USE THEM!!

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Cons:
  • Carpet installation
  • Salesman

Preferred solution: Price reduction

User's recommendation: NEVER

Luna Flooring's reply to: Installed wrong color carpet !!!are you serious!!!!

Randy, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency.
We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
Thank you,
- Customer Care
Randy A Upe

Installed wrong color carpet !!!are you serious!!!!

This place is terrible I wanted a grey carpet and they installed a beige I dont know if there color blind. And they supposedly have a love you carpet guarentee well we have been leaving messages with some guy Brian Hartley who never returns call this guy should be fired we left him numerous voicemails and taking time out of my days to sit on the phone and wait today was another 45 min on hold until I hung up now

Im back on the phone again 20 min Im still no one has picked up the phone. This place I wish I read there reviews before hiring this company there reviews are terrible and so isnt mine

Loss:
$12000

Preferred solution: Full refund for my time and the correct carpet installed

User's recommendation: Go elsewhere

Luna Flooring's reply to: Luna Flooring - Worst Experience Ever!

Lori, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency.
We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
- Customer Care
Lori H Njl

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Worst Experience Ever!

WORST COMPANY EVER! They were supposed to install two bedrooms of carpet today.

We only wanted one room done at a time, but they talked into doing two at the same time. We spent hours taking items and furniture out of both rooms between last evening and this morning. They call at 9:30 am to inform us that they will not be able to install the carpet today after all. "We can do it this Thursday or Friday." Oh yeah, so we can move the furniture all back into the bedroom (because we can't leave it all sit throughout the rest of our house), then take it all back out and then tell us sometime that morning that you won't be here either?

It took me two hours of phone calls and wasted time to FINALLY talk to someone who is SUPPOSEDLY refunding us in the form of a check which "can take up to 10 days" or with the state of USPS, it may take much, much longer - or not arrive at all. I am furious and will NEVER work with Luna againWoWR

Loss:
$408
Pros:
  • Good prices
Cons:
  • Undependable service

Preferred solution: Full refund

User's recommendation: Avoid this company!

Luna Flooring's reply to: Estimate complaint

Tanisha, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency. We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
- Customer Care
Tanisha W

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Estimate complaint

Luna Flooring - Estimate complaint

Luna advertised 70%off with free in home estimates. I made an appointment for an estimate.

I received 3 reminders about my appt. My mom was home, but she called and let the rep speak to me. He said I needed to be there to pick the floor. I told him Mom could pick it.

He asked, "does she have money for a deposit ?". Sir you would need to give the estimate first. He said that is not the way they do things and a deposit was as required. I told him I was shopping for the best price and if he couldn't give me an estimate without a deposit then he could leave.

He left!!!!!

How can I give a deposit without a price? I'm pissed

Preferred solution: I want what was advertised. Free in home estimate with at least 70%off. I feel I deserve more than 70% off

Luna Flooring's reply to: Luna Flooring - Horrible install

Robert, we value your time, and sincerely apologize for your time. We'll be looking into this matter right away and will be in touch with you soon.
- Customer Care
Robert S Zuj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Horrible install

Updated by user Apr 13, 2021

No development.from Luna. Only now they have sent this account to an collection agency. Which I've already told them that U refuse to pay them snd and I'm readyto take this to court.

Original review Mar 08, 2021

I made the biggest mistake in hiring these hacks. I ordered carpet and on the day of installation these 3 Bozo show up No PPE at all. So I figured since my kids weren't here, because I was in a rush. These guy while I was gone my wife filmed these guys .1 unrolling the carpet on my dirty driveway , cut it to size, 2.Track through our flower bed after I asked them not to tread the our yard (Still snow on the ground) bring it into our home. 3.Then they tracked gum on my brand new carpet while walking on it with their dirty shoes. 4.Then these idiots broke the trim around my door attempting to tuck it in. 5.They scratch and gouged damn near all of my newly installed and freshly painted drywall. 6. Did a lousy job of installing and tacking down the carpet. ( there's place you can just pick it up) 7. To add insult to injury one of these idiots ate lunch and left behind all his garbage.

I called for almost two months with no answer. Then after about almost three weeks of negotiating this guy. He said that they would reinstall new carpet in five days which was a Saturday. I waited around all day for over six hours and no phone ,test, email nothing. So I finally called and inquired about my installation and the I was told that "they weren't coming today because that they were all out of the carpet"

After these I was done. I called there headquarters numerous times and talk to this so called manager or supervisor and I told him that they can come and remove this crap and that I wasn't paying for their F@#&;;;;;; service.

Then he basically said to me that I'm stuck and that have to pay them. Again I told him I refuse to pay him anything and they're not going to extort me with their *** service. Since then I've called the BBB and this *** still want me to pay for this garbage. With no mention of the damage they've caused or the financial back as well time consuming project set back.

Cons:
  • Carpet install and quality
  • Horrible employees and customer service

Preferred solution: To either do half. or Pay for my damages

User's recommendation: Don't Do It! Stay away from this place

Luna Flooring's reply to: Repair work that needs to be done.

Marilyn, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency. We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
Anonymous
map-marker Salem, Wisconsin

Repair work that needs to be done.

Three weeks ago an estimator came out to my house to estimate how much it would cost to fix my kitchen floor. My fridge sprung a leak and the wood is raised up and needs to be fixed.

Id appreciate your attention to this matter ASAP. The floor isnt getting better.

Marilyn Lendvay

831* 190th Avenue

Bristol, Wi

262 891 ****

Thank you.

Luna Flooring's reply to: Horrible service

Jasmine, this is not the experience that we wish for our customers. We’d like to assist further, but we can't locate your account. Please send an email to care@luna.com with your contact information, and we'll get in touch with you ASAP. Thank you, -Luna Customer Care
Jasmine D Fob

Horrible service

There was several issues with the work done. Titles are lose in the flooring.

Side trim came off easily..

Someone finally came out to review my concerns after arguing for months and now I'm getting the run round for someone to call me back to schedule the additional work.. I wish I read all these reviews before I wasted my money..

Loss:
$1700

Preferred solution: I want my floors fixed or my money back

User's recommendation: Run don't do business with this company!

Luna Flooring's reply to: I was taken for three thousand and some dollars for flooring.

James, this is not the experience that we wish for our customers, and we sincerely apologize for your experience. We've located your order and will be in touch with you shortly to further address your concerns. Thank you, -Luna Customer Care
James H Ojq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

I was taken for three thousand and some dollars for flooring.

A service order was sent down to Melissa. She refused to carry out the order.

I paid out three thousand and some dollars to have my floors done and only got the basement done. I got a phone call about how i like my floors , I respond that i was rip off and was told that it was not ok. I've talk to twice and she still wont get the job complete. I am very disappointed that she thinks a word form the main office, isn't going to make her carry the service order.

James hill at 315 Leeanne RD. Essex MD.

21221. phone, 443 922 ****.

Loss:
$3
Cons:
  • After same issue 4 times

Preferred solution: I want the rest of my floors done.

User's recommendation: if your job isn't done right get in touch with the corporate office.

Luna Flooring's reply to: Horrible service

Nichole, we'd like to look into this and address your pricing concerns, but we're having trouble locating your account. Please contact us at care@luna.com so we can follow-up with you about your concern.
Nichole G Ryc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Horrible service

I wish I would have read this before. I had laminate flooring scheduled and one room carpet.

The flooring guys (2) brought the wrong product on day 1, the carpet in out no problem. Day 2 only 1 flooring man showed and worked till 3am and the flooring is bowing and the trim looks like crap.

I have not been able to get it fixed, they keep telling me they are looking into it. Do not go with Luna

Loss:
$3000
Cons:
  • Quality

Preferred solution: Full refund

User's recommendation: Do not use them

Luna Flooring's reply to: Luna Flooring - Scam for credit card account

Dear Ben, we sincerely regret to hear that your sales experience was not what you expected. We're currently reviewing your concerns and will be in touch with you soon. Thank you, -Luna Customer Care
Ben S Pkc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Scam for credit card account

Jeff Baughman came to give us a quote after we had severe water damage. Gave us an astronomical price and said the finance.

Said they needed to do a credit check. They do and we are able to finance. What he doesnt say is we just got a credit card with Well Fargo, same banking company that was opening credit accounts in peoples names a few years ago. We decided to not use them after he became angry when we said we always slept on a major decision like that.

Week later, I get a credit card in the mail with Luna on it. NEVER use this company. We got real hard wood flooring installed and much better quality carpet for literally half the price of what they quoted. They must be a front for the mob.

What a terrible, dishonest organization.

Dont even call them its a scam. Contacting BBB next.

Cons:
  • Salesman
  • Too much to mention
  • Expensive low quality

Preferred solution: Fire Jeff Baughman and change your business practice

User's recommendation: Avoid don’t even call

Contact Information

Website:
www.luna.com
Mailing Address:
333 Northwest Ave
Northlake, Illinois 60164-1604
United States
Phone:
(877) 241-5862
Contact Luna Flooring Customer Service

Latest Question

Why is Luna giving me the runaround. They have been giving me the runaround since last year on my floor and I can’t seem to get anything done we paid a lot of money for Quality flooring and All I am getting is flop sweat I...