Luna Flooring's reply to: Luna Flooring - Staff Review from Eldersburg, Maryland

Thank you for bringing your experience to our attention. This is not the level of service that we expect for our customers, and we would like to know more about what happened so that we can help make things right for you. Unfortunately, we are unable to locate your account with the information posted here. Please email your contact information to care@com.com, and we will follow up with you as soon as possible. Thank you. Luna Customer Support
Anonymous
map-marker Eldersburg, Maryland

Luna Flooring - Staff Review from Eldersburg, Maryland

A very rude and unprofessional salesman came to our house for a free estimate. Extremely pushy, then when we kindly asked if we could think about the price and call him back, and asked if he had a card....he got mad and then rudely declined.

He stormed out and even stepped on our outside pathway light! He didn't even look back to apologize. All because he didn't make his "sale".

No respect for the customer whatsoever. Very disappointed.

Reason of review:
Poor customer service

Luna Flooring's reply to: Very Poor Product, very poor problem resolution

Hi Paul, we’ve read your review, and it’s disappointing that your product has not been meeting your expectations. We can assure you that we are committed to working with our customers until they are satisfied, and we will be following up with you shortly to discuss the situation in more detail. You can also reach us at care@luna.com. Thank you. Luna Customer Support
Izaan Zmu
map-marker Harford County, Maryland

Very Poor Product, very poor problem resolution

Company sales reps sell to durability of product which fails, then blame the consumer. Best offer is to cover material but the customer pays for labor of over $700.

This is a Luv your floor guarantee? Guaranteed to fail short of product promise & drain your wallet that is. It's a gimmick company that does not stand behind their product. I have seaming, warping on a floor installed less than 60 days.

And now I'm supposed to pay to fix it. Because "I chose the floor" with the help of a Luna professional flooring representative who sold a presumably better more reliable product. I paid more for a product that underperforms & Luna will not stand beside it after two Luna inspections revealed it to be subpar.

Quality and installation efforts were horrible. And this company does nothing acceptable to right their wrong they do to their customers.

Cons:
  • Customer service
  • Price vs quality
  • Given the runaround
Reason of review:
Warranty issue

Preferred solution: Replace with comparable floor at better quality promised by the company

Luna Flooring's reply to: Quality

Thank you for bringing your concerns to our attention. We’re disappointed that your product is not meeting your expectations, and we would like to know more about the issues you’ve been experiencing. Unfortunately, we cannot locate your account with the information posted here, but if you send your contact information to care@luna.com, we will follow up with you as soon as possible.
Thank you,
Luna Customer Support
Elam Fqc
map-marker Westminster, Maryland

Quality

When I bought my home I needed new carpeting and looked on several websites and found that Luna and Empire seemed to be the biggest around my area. I decided to see a sales rep from both of them in order to find out who was the best.

Well, I found out, unfortunately I will have to buy another wall to wall for my living room. Empire is by far the better, more expensive but much better and well worth the price I paid. ON the other hand the carpeting from Luna is of poor quality and most definitely will have to be replaced much sooner than the one from Empire. I ordered from Empire first and thank goodness I did because the larger part of my home is now carpeted by Empire.

Luna's installers were just as good but the quality of the carpet is very poor. The sales rep from Empire was quite knowledgeable, but much more firm on the price. He only would go down a little. I suppose this is a sign that the quality is much better.

I had intended to go with Empire again and give them the price I got from Luna to negotiate with but the sales rep from Luna kept going down and finally said, "What do I have to do to make this sale?" What could I say when he went even further down?

My advice is, Go with Empire you won't be sorry, the quality more than makes up for the higher price. I hope this was of help to someone who is in the market.

Loss:
$500
Reason of review:
Bad quality

Luna Flooring's reply to: THE WORST

Thank you for bringing this to our attention. We regret that you were inconvenienced by your missed appointment, and we can assure you that this is not the level of service we expect for our customers. We would like to know more about your experience and discuss your concerns in more detail, but we are unable to locate your account with the information posted here. Please email your contact information to care@luna.com so that we can locate your account and follow up with you.
Thank you,
Luna Customer Support
Anonymous
map-marker Chicago, Illinois

THE WORST

No one ever showed up for an appointment that was suppose to be between 9-11. It is now 1pm.

On the phone now to cancel. Trying to get hold of a supervisor but apparently there is no one to take this call. All they want to do is send an email and take your number but no one is willing to hear your complaint. I feel Luna has gotten to big and not a great company.

At least call if you can't make it or you feel the job isn't worth your time. Now I have spent most of my day waiting for an *** to no show up.

Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Luna Flooring's reply to: Damaged floor molding and dry wall

Thank you for taking the time to share your concerns. We regret the issues that occurred during your installation experience and that you have not been satisfied with the service you received. We would like to follow up with you to ensure that the damages and any other questions or concerns you have are being addressed, but we are unable to locate your account with the information posted here. Please email your contact information to care@luna.com so that we can follow up with you.
Thank you,
Luna Customer Support
Anonymous
map-marker Washington, District Of Columbia

Damaged floor molding and dry wall

Had Luna install carpet after newly painted walls and floor molding. They said there would be no damage.

They totally damaged the floor molding along the entire length of the stair case. I called and it took weeks for them to reply. I tried again after 6 weeks and finally reached a manger.

When I made the formal complaint they emailed, "I have reviewed the pictures and while some dings and scrapes are normal with these types of installations, I would like to offer you $100.00 to touch up these damages done by our installers at your convenience." They never paid and never returned my calls.

Reason of review:
Damaged or defective

Luna Flooring's reply to: Luna Flooring - Installation Review from Rochester, New York

Hi Amber, we regret the issues that occurred during your installation experience, but we’re glad that you brought your concerns to our attention. We never want our customers to be disappointed in the work that is done in their homes, and we will be following up with you shortly to learn more about the damages and discuss the situation in more detail. You can also reach us at care@luna.com.
Thank you,
Luna Customer Support
Heide Rli

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 Rochester, New York

Luna Flooring - Installation Review from Rochester, New York

We had carpet installed in our home and the installers did a terrible job. They scratched all of the walls in our hallway.

And they messed up our drywall in the stairway. Also they hit the wall with there nail gun on every step leaving little dings and dents and black Marks that won't come off. When we told the installers that we were not happy with the work that they did they said that is they way that we have to do it, we have to get the carpet tight so that is why they scratched the walls. We took the carpet out and didn't scratch anything so we didn't understand why they did.

They didn't care and rushed to finish the carpet. The salesmantold us it Would take 8 hours to install they carpet and they were done in 4 hours. Then told us that we should have to paint to fix what they messed up. Really???

Paint on my brand new carpet that doesn't make sense, you paint and then you carpet. When we talked to customer service we were transfered to a lady named Tina who told me that he company doesn't work that way and she would take care of our problems and concerns. Again we were disappointed with Luna.

There customer services and installers are terrible and I won't recommend them to anyone. So great job Luna you got another dissatisfied Customer.

Reason of review:
Poor customer service

Luna Flooring's reply to: Luna Flooring - Flooring Review from Harvard, Illinois

Thank you for bringing your concerns to our attention. It’s disappointing that you have not enjoyed your experience with us, and we would like to know more about what happened so that we can help make things right. We cannot locate your account with the information posted here, but if you email your contact information to care@luna.com, we will follow up with you as soon as possible.
Thank you,
Luna Customer Support
Anonymous
map-marker Harvard, Illinois

Luna Flooring - Flooring Review from Harvard, Illinois

No communication between sales, management and installers. What a joke.

The sales pitch was worse then a used car salesman and I wasted $4,000 on complete BS. I had to buy supplies at the store myself to complete the job. Felt so bad for how they treat their install crew, bought them lunch and passed for two days of gas for them. They were nice.

Do youself a favor, find a professional installer and work the process backwords to get the best price and quality.

Never ever again luna. EVER!

Reason of review:
Bad quality

Luna Flooring's reply to: Horrible customer service, poor quality craftsmanship

We're glad that you brought these issues to our attention. We never want our customers to be disappointed in our products or service, and we are taking your concerns very seriously. We understand that we've been in contact with you about this situation, and we will continue to follow up with you to work towards a resolution.
Thank you,
Luna Customer Support
Anonymous
map-marker Wisconsin, United States

Horrible customer service, poor quality craftsmanship

Flooring lasts less than 5 months before there are issues. I had luna install some flooring for me.

They did all the carpet and laminate floor in about 1000 sqft of living space. The sales presentation was long and now I find out pretty fabricated. Scheduling the installation was a pain. Phone tag back and forth with recordings.

Who has time for this!? After the process was done, I was just glad it was over and I thought I would never have to deal with them again. Well, my kitchen floor was scratched on surface that was suppose to stand up well. It is also buckling now and coming apart.

This is after 5 months of almost no to very little foot traffic and very light cleaning. I couldn't be more disappointed. I was reassured by the salesman that no matter what within a year luna will stand by their craftsmanship. That couldn't be further from the truth.

Horrible customer service. I don't care what happens within a year of spending $3000 dollars plus on flooring you should be treated right and issues should be fixed. I have now wasted more of my time with Luna. I own a painting business and always give referrals for quality work.

People ask all the time who I recommend for flooring. I can truly say I can recommend that they stay away from luna. Horrible product, even worse customer service, and poor craftsmanship.

Extremely shocked by this company.

Loss:
$3300
Cons:
  • Salesman
  • Carpet install and quality
  • Given the run around
Reason of review:
Damaged or defective

Preferred solution: Price reduction

Luna Flooring's reply to: Horrible customer service

Hi Chris, thank you for bringing your concerns to our attention. It’s disappointing that your product has not been meeting your expectations, and we can assure you that we are taking this matter seriously. We would like to know more about the issues you’ve encountered and work towards a resolution with you. We will be contacting you shortly, and you can also reach us at care@luna.com. Thank you. Luna Customer Support
Anonymous
map-marker Cedar Grove, Wisconsin

Horrible customer service

My flooring was installed about 4 months ago. The kitchen floor is buckling already and beginning to separate.

I spent about 3000 dollars on the entire project. Luna was one of the cheaper places that I checked out. The sales pitch was just that, a sales pitch. They started at 6000 for a price and worked his way down.

I should have thought different when I went through his long presentation. They get you with the " you have to sign now or price goes up". I wish I would have said, ah well, take care! Trying to schedule the installation was a pain.

Phone calls back and forth with recordings. The time I spent on the phone I could have spent a few hundred dollars more and went with a local company. When I contacted customer service with my issue they were unwilling to help. I was assured by the sales man that within the first year there are no questions asked.

They will stand by the craftsmanship. I would never go with luna again. Horrible company, cheap products, deceiving sales people.

Go with your local, well reputable flooring companies. I would have paid 500-**** more to not put us with the lies and poor craftsmanship.

Reason of review:
Poor customer service

Luna Flooring's reply to: Luna Flooring - Carpet Review from Elgin, Illinois

Thank you for bringing your concerns to our attention. It’s disappointing that you’ve been experiencing issues with your product, and we would like to know more about the situation. Unfortunately, we cannot locate your account with the information posted here. Please email your contact information to care@luna.com, and we will follow up with you as soon as possible. Thank you. Luna Customer Support
Anonymous
map-marker Elgin, Illinois

Luna Flooring - Carpet Review from Elgin, Illinois

Am not pleased. Was given the hard sell i.e.

price only good for that day and I was on a very tight schedule. Carpet is just three years old and you can see a definite wear pattern and the fibers are worn. it looks like the carpet is near 8 years old in the traffic pattern instead of just three years old. Judging from other reviews I'll have no recourse since Luna appears to be very unresponsive and doesn't stand behind their product.

I will not buy from them again. Lesson learned.

Reason of review:
Bad quality

Luna Flooring's reply to: Bad business Policy and Practice

Thank you for bringing your concerns to our attention. We would like to know more about your experience and ensure that all of your concerns are being addressed, but we are unable to locate your account with the information posted here. Please email your contact information to care@luna.com, and we will follow up with you as soon as possible. Thank you. Luna Customer Support
Anonymous
map-marker Providence, Rhode Island

Bad business Policy and Practice

We were very disappointed with Luna carpet company. We had an appoinment with them for 12 noon to 3:00PM, but they never showed up until after 4:00PM.

The most surprising thing was when the contractor demanded payment upfront before starting the installation despite signing a contract and making an initial payment. We have never had this kind of experience with any contractor we have dealt with in the past. The customer reps were very discourteous and very demanding in having their way.

Luna is not a good company to do business with and we can not recommend them to anybody.We will recommend other carpet companies like National Floor Direct and Empire rather then Luna.

Loss:
$600
Cons:
  • Salesman
  • Customer service
Reason of review:
Problems with payment

Preferred solution: Needs to improve their services and business policy.

Luna Flooring's reply to: When you get a cheap price....

It’s disappointing that you have not enjoyed your experience with us, and we would like to know more about the issues you encountered. Unfortunately, we cannot locate your account with the information posted here. Please email your contact information to care@luna.com, and we will follow up with you as soon as possible. Thank you, Luna Customer Support
Anonymous
map-marker Naperville, Illinois

When you get a cheap price....

?..you get a cheap material. We had Luna come and put in laminate flooring in our dining room.

First the installers said that the salesman did not put provide for the tile floor removal. This cost us an additional $375. They did a nice job installing.but a few days later we noticed that the finish on the flooring was inconsistent, dull in the center and glossy on the outside. Luna sent a rep out and agreed that there was a problem with the manufacturer and the flooring would be replaced.

They showed up Saturday and tore up the flooring and started to install the new stuff when I noticed them looking at the flooring kind od strangely. I looked at it and realized this stuff is worse than the original. I stopped them and talked to Luna and we both agreed that a different manufacturer should be used. Now they took up this flooring and told me that a sales rep would call on Monday.

I had to cancel a dinner at our house for Sunday with friends from out of town who have never been to our home. We set up an appointment for Tuesday at 6pm as my wife wanted me to be present. It is now 9pm andno sales rep and not even a call to let us know he could not make it. Its week till Christmas and we haven't put up our tree and our dining room furniture is in our living room where the tree goes.

My wife just told me we might as well forget putting it up as if they do manage to straighten out this mess by this weekend, do I really want to dig everything out and put it up to only take it down a week later!

Merry Christmas Luna... mine won't be.

Reason of review:
Damaged or defective
1 comment
Guest

I have had a horrible experience with Luna... All the same issues that these folks have had.

They are a joke , terrible customer service, terrible product. I plan to make his known and hope to get the bbb to actually do something- how can they still be in business

Luna Flooring's reply to: Over half price reduction immediately

Thank you for bringing your concerns with your sales appointment to our attention. We never want our customers to be disappointed in our service, and we would like to know more about your experience. Unfortunately, we are not able to locate your account with the information posted here. Please email your contact information to care@luna.com, and we will follow up with you as soon as possible.
Thank you,
Luna Customer Support
Anonymous
map-marker Lemont, Illinois

Over half price reduction immediately

Made an online appointment for estimate, Salesman showed up on time. Measured area to be carpeted on his tablet with laser.

Brought in some samples. Told me how they differed in quality. I didn't believe a word about that. Was pushing hard for an in stock with quick installation date.

Gave me price of $4900. I laughed at him and told him forget it. Already had price from Home Depot for $2100. This guy lowered the price for the exact same carpet to $2300 dollars.

Lowered it $2600. So if I was someone who didn't know better I would have been bent over, and I am sure they bend over a lot of people. There was no way I would do business with someone like this. I could see the writing on the carpet.

They totally suck and I hope anyone who reads this will never pay full price. Reputable business give a fair price and that's where it ends. *** Luna. 773-202-screwyou should be their phone number.

Off to Home Depot feeling great. Screw Luna!!!

Cons:
  • Pricing
Reason of review:
quote

Luna Flooring's reply to: Carpet ripped within a few months and no one to contact at LUNA!!

Thank you for bringing your concerns to our attention. It’s disappointing that your product has not been meeting your expectations. We can assure you that we carry only high-quality products, and we are committed to working with our customers if ever issues arise. We regret the lack of follow up you’ve received, and we would like to know more about what happened and help make things right for you. Unfortunately, we are unable to locate your account with the information posed here. Please email your contact information to care@luna.com, and we will reach out to you.
Thank you,
Luna Customer Support
Anonymous
map-marker Palatine, Illinois

Carpet ripped within a few months and no one to contact at LUNA!!

We had bought 2 rooms of carpet at Luna last summer, for bedroom and for family room. Went with looped carpet in family room, close to berber but a bit more like carpet.

We told the sales woman that we have dogs and this is a high traffic area. She assured us this carpet would hold up great. Well, within 6 months carpet starts to snag. I vacuum and it pulls the snagged loops right up and now have bare lines of no carpet in the room.

Called and technician came out after about a month of run around. Said carpet quality not damaged but asked if we had dogs. Said yes, he said dogs scratched carpet. I told him we've had similar carpet in the past and no snagging.

Also said dry feet or anything you pick up from the carpet snagged. Also told him when I vacuum it rips the carpet. He said 'oh' its the vacuum. Aren't you supposed to be able to vacuum carpet?!

I don't have a dyson or super suction vacuum either. I called Luna back and told them we were misled by our salesperson and will be willing to get different kind of carpet and even pay for the difference. Person I talked to said they can't do that. I told her I want to escalate to a manager and she said they'd call within 48 hours.

It's been a month and no calls! I believe they hide from their customers from reading all of these bad reviews. I will NEVER buy from LUNA and now EMPIRE -same company again.

I have family and friends who are in the market for carpet and they are definately NOT BUYING FROM LUNA. Spread the word!!

Loss:
$700
Cons:
  • Salesman
  • Given the run around
  • Customer service
Reason of review:
Damaged or defective

Preferred solution: Replace carpet with different kind

Luna Flooring's reply to: Luna Flooring - Hardwood Flooring Review from Naperville, Illinois

Thank you for bringing your concerns to our attention. It’s disappointing that your product is not meeting your expectations, and we would like to know more about the issues you’ve been experiencing. We would like to follow up with you, but we are unable to locate your account with the information posted here. Please email your contact information to care@luna.com so that we can locate your account and reach out to you.
Thank you,
Luna Customer Support
Anonymous
map-marker Naperville, Illinois

Luna Flooring - Hardwood Flooring Review from Naperville, Illinois

I had Tony come and sell me hardwood floors that had 7 layers of a protective covering that would prevent my dogs from scratching the floors. Within 24 hours my $4500 floors has scratches.

I called luna a dozen times and never spoke to a manager. Needless to say my new floors are totally trashed!!!! So much for 7 layers of a protective coating.

I would have been happy with carpet, but when the salesmen is a lying jackoff who is trying to make a buck and hardwood is more money than carpet...why would he care if my floors scratch!!! I teach yoga and told all my students, plus all my friends and neighbors not to use luna

Reason of review:
Damaged or defective
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