Luna Flooring's reply to:

STAY AWAY HORRIBLE CARPET INSTALL!!!

Hi James, it’s disappointing that you did not enjoy your experience with us. We would like to know more about what happened and address any outstanding issues. Unfortunately, we cannot locate your account with the information posted here. Please send your contact information to care@luna.com, and we will follow up with you as soon as possible. Thank you, Luna Customer Support
ID
#550139 Review #550139 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Cons
  • Price
  • Customer service
  • Given the run around
Reason of review
BAD INSTALL
Loss
$4500
Preferred solution
Let the company propose a solution

Carpet was installed in the upstairs of my home a year ago. Not long after (maybe 6-8months) that the problems started happening.

You can see all the seems in the doorways and closet openings, the hallway is rippling and becoming a trip hazard. The carpet on the stairs is pulling up and there are bubbles in the carpet in the bedrooms. Also in the master bedroom there is a hard spot on the carpet almost as if glue leaked through or something. We have had two different installers out to the home and both times nothing was able to get fixed.

They didn't even touch the carpet just looked around and said there was nothing they could do. The last installer said that if he touched the carpet it would get worse and there was nothing that could be done to fix it. He said it would be best to have it completely redone. When Luna called a week an a half after the last installer was here (installer said we would hear from them that day or the next) they said the installer told them that the carpet needed to be professionally steam cleaned (that I would have to pay for) and then it could be fixed.

That's NOT what the installer told us! When speaking to Luna customer service she didn't care what I had to say and kept telling me this is what they were told. I feel like I've been given the run around and don't know how many installers it will take before I get my carpet fixed. I wish I had read the reviews on this company before having my carpet installed.

This company is horrible all the way around stay away and tell everyone you know NOT TO USE LUNA FOR ANYTHING!!!!!

All I want is for my carpet to look like it should is that to much to ask for? STAY AWAY!

1 comment
#890357

That's funny... I had them put in my carpets as well.

They took 3 days for it to finally finish. The saddest thing about this, is that I only did one floor. My carpets are junk.

I decided to get them back here to fix it, they came back, then offered a price, and asked if they could smoke in my house. I was so pissed at this person due to, I have a 8-year-old son who lives with me.

Luna Flooring's reply to:

Avoid Luna Flooring Avoid Luna Flooring Avoid Luna Flooring Avoid Luna Flooring

Hi Randy, the situation you described is not at all what we expect for our customers, and we know that this is a serious matter. We understand that we have been in contact with you, and we will continue to follow up with you as we work to resolve this situation.
Thank you,
Luna Customer Support
ID
#546413 Review #546413 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
Preferred solution
I offered Luna several options to make this right. Luna prefers that their name and reputation be tarnished.

Luna Flooring is the absolute worst. Their installers stole our stuff and Luna could not care less.

Their attitude is essentially, Go ahead and file a police report and good luck trying to have our installers arrested cuz you don't even know their names and we ain't gunna give them to you! Luna's customer service is horrible and insulting and in no way are they even attempting to try to salvage what's left of their lousy reputation.

So, now as a last resort, I will make it my personal mission in life to tell everyone I know...

STAY AWAY FROM LUNA! THEY ARE THIEVES!

Luna Flooring's reply to:

False Warranty And Discrimination

Thank you for bringing your concerns to our attention, Abla. We never want our customers to be disappointed in our service, and we understand that we’ve been in contact with you and that we’re working towards a resolution. Please don’t hesitate to contact us with any additional questions or concerns.
Thank you,
Luna Customer Support
ID
#545855 Review #545855 is a subjective opinion of poster.
Service
Luna Flooring Installation
Reason of review
Damaged or defective
Loss
$1600
Preferred solution
to replace defective floor
New Reviewer

I had wood floors installed by luna 4 years ago and they said that I would have life time warranty. Now that I have problems with my floor after calling and calling they sent me an inspector by the name Roman, the first time he came was to address my complain about the gaps in the floor because the installers cut the wood planks to short and a transition piece that came out.

However, Roman was really rude and said it's because I'm in the wheelchair? I tried calling again and they sent Roman again and reported to the company that it was due to moister problem even though he clearly insisted that it was my fault because I'm in a wheelchair

Luna Flooring's reply to:

Did not receive what i was promised

Thank you for bringing your concerns to our attention. We regret that your installation was not completed as initially scheduled, as we never want our customers to be inconvenienced or disappointed in our service. We want to follow up with you to discuss your concerns in more detail and confirm that everything gets completed to your satisfaction, but 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
ID
#542994 Review #542994 is a subjective opinion of poster.
Service
Luna Flooring Installation
Reason of review
Problem with delivery
Loss
$2500
Preferred solution
Let the company propose a solution

I called Luna to put some hardwood floors down for me. They came i picked out a sample, and i scheduled a time for the installation.

They call you at 7 am because they cant give you a time the night before and they give you a 5 hour window, an installer cant tell you he will be done closer to 1 then 10 am? They ended up cancelling on me 3 times because the product wasnt in the warehouse, they dont know their inventory? The second time the product didnt make it to the warehouse yet they never informed me til the day of the installation after i had someone stay and wait for them. The 3rd time they guaranteed they would be there with a flooring that was close to what i picked out and they cancelled because they said the material was damaged.

Luna is not only unprofessional but they have no idea what they are doing. trust me find a company that has good reviews and in your neighborhood because Luna will aggravate and frustrate you.

If they would have made good on the third attempt i may not have written this but noone deserves to go through what i did.

Luna Flooring's reply to:

BAD CARPET

Thank you for bringing your concerns to our attention. We regret that your product is not meeting your expectations, and we’d like to know more about the issues you’ve been experiencing and help make things right. Unfortunately, we are not able to 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
ID
#541477 Review #541477 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Loss
$1300
Preferred solution
Full refund
New Reviewer

I purchase 2 rooms of carpet for my work space in my home and it was not high traffic like I was told I paid $1,300.00 in cash that carpet was not nothing. In a month I had to have it clean and the next month I had call out stanley steemer for the second time they said want I call the company and I did so what they began to do is play the cat and mouse game I have pictures, so just order new carpet I just want a refund for that stuff they sold me .

Luna Flooring's reply to:

Luna Flooring - Poor Install Service Review from Columbia, Maryland

Hi David, we’ve read your review, and we regret that your installation was not completed as initially scheduled. We never want our customers to be disappointed in our service, and we understand your frustration. We are committed to working with our customers until they are completely satisfied, and we will be following up with you shortly to work towards a resolution. You can also reach us at care@luna.com.
Thank you,
Luna Customer Support
ID
#536666 Review #536666 is a subjective opinion of poster.

Please forward this to everyone at Luna who makes a difference. As it stands now, I am pretty sure I am going to forward it to everyone I know.

I'm not sure how I could be more disappointed then I am right now considering that I went to Luna because of the brand name and the expectation of high quality and respectful service. What was sold as a two day installation, is now scheduled to be spread out over 5 days. I paid for furniture to be moved, and as you can see by the pictures attached, we do not have a single usable bedroom because all of the product from all of the rooms have been moved into the master bedroom. Apparently we are supposed to live like this until tuesday or wednesday. None of my children have a bedroom, and neither do I for that matter. Obviously my wife and I are going to have to spend most of tonight moving this furniture back into their bedrooms. Again, this is a service that I have already paid Luna for. I have made 5 or 6 phone calls today trying to find out what was going on, and the only call back I ever got was one call from you, promising that I would get a call back from someone. That never happened either.

So far, my $7,700 has bought me:

1. a stack of wood I probably could have gotten from Home Depot, which is still stacked in my garage.

2. Two installers who showed up on Friday and worked for 5 hours,

3. One installer who showed up on Saturday and worked for 7 hours.

4. The unexpected opportunity to move all of my furniture myself, which I have already paid Luna to do, just so that my kids can have some semblance of a bedroom before Tuesday.

5. A feeling that I am never going to shake that I have paid far too much and received far too little in exchange.

Please seriously take some time and really look at the pictures attached. This is what my house looks like after 2 days of Luna as my contractor. It is Luna's wish that we live like this for 2 additional days until Luna gets around to visiting us again.

I have to go now. It is 6 p.m and as you can see my wife and I have a long night ahead of us.

1 comment
#1694116

I agree. We’re still waiting for someone to show up...it’s been 3 weeks.

If Luna cares, please do what you’re supposed to do. Call us back!

Arrive to do the work proposed! Ugh!!!

Luna Flooring's reply to:

Pressure sales

Thank you for bringing this situation to our attention. We are disappointed that your sales appointment did not meet your expectations, and we would like to know more about your experience. Unfortunately, we cannot locate your account with the information posted here. Please email your contact information to care@luna.com, and we will reach out to you to discuss your concerns.
Thank you,
Luna Customer Support
ID
#528380 Review #528380 is a subjective opinion of poster.
Reason of review
Poor customer service

Had an appt with Luna. Wanted Laminate flooring.

Rep came out....refused to even discuss laminate--no samples. Only would discuss carpet. Gave us an estimate and then refused to allow us to get other estimates for the job. Became rude, telling us that we either signed his contract on the spot or "I am not coming back.' Asked him to email us the estimate and he responded "we don't do business that way!" Just got an estimatefrom another company for the job --in laminate for half the price that Luna wanted for carpet.

Plus this company was super nice, emailed us the estimate and ENCOURAGED us to seek other estimates and check out his company on Angie's list etc. Would NEVER use Luna!!!

Luna Flooring's reply to:

Luna Flooring - Awful Stairs Work Review

We’ve read your review, and we’re disappointed that your concerns with your installation have not yet been resolved. We never want our customers to be disappointed with the work that’s done in their homes, and we would like the opportunity to make things right for you. We cannot locate your account with the information posted here, but if you send your contact information to care@luna.com, we will reach out to you as soon as possible. Thank you. Luna Customer Support
ID
#526126 Review #526126 is a subjective opinion of poster.

I had three rooms carpeted installers scratched my walls ..could not understand english they did a stairwell and used nails on stairs work is awful have called for two weeks and have yet to get phone call from someone who can help fix this problem ..Do Not Recommend this company they are not consumer friendly at all...

Luna Flooring's reply to:

Poor C/S overall in every aspect

We apologize for the inconvenience and understand your frustration. We are in contact with you and are discussing your concerns to work toward a prompt resolution. We want all of our customers to be satisfied wiht their experience from beginning to end.
ID
#525086 Review #525086 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Sales person visited, gave me quote said that sleeper and radiator wouldn't be a problem. Although, I had other contracts tell me that if I pulled old wood floor out I might have to replace and that the radiator would need to be moved before install.

Day of install, the installer says he can't install due to the sleepers, would have to rip out and replace. In addition, I did have to move the radiator. Lastly, the days was raining so the installer would not be able to cut plywood. When I spoke with mgr, she would do nothing for me when I asked her to cover the cost of the additional svc fees for the install.

I told them to cancel the install and take the wood. Approximately, 15 mins later I get a call from GM, who apologized and says let me work things out with you. I'm utterly upset and distressed. I just want this done.

So I accepted the deal that they'd pick up the fees and take another $200.00 off. So last night, they were to drop the wood again. I waited another 90 mins after the delivery window for the wood to be dropped off. Than this morning when the installers called to say that they would not be coming due to car problems.

I am utterly livid and disgusted by how this company conducts business. They do not deserve to be in business and anyone is a fool to purchase flooring with this company.

Luna Flooring's reply to:

Review

Hi, It is important to us that our customers are happy with their experience. We are unable to locate your account with the information provided. Please contact us at care@luna.com so we can discuss your concerns further.
ID
#524348 Review #524348 is a subjective opinion of poster.

I have had the worst experience with luna, there salesman was a ***, the service reps on the phone did nothing for me but waste my time, I was told I would have a sales contract mailed to me within 7 days..got nothing and this is what I was told by both the salesman and installer, I finally called to get this paperwork and was ran in a circle on the phone for over an hour and still nothing, I then called back what is suppose to be there corporate and dealt with a guy that did nothing but put me on hold repeatedly for 48 mins first call and 37 mins the second call and still no one got on the phone...

Luna Flooring's reply to:

Luna warranty is garbage

It’s disappointing that your product has not been meeting your expectations. We understand that this is a frustrating experience, and we would like help make things right, as we are committed to working with our customers if problems arise. We understand that we’ve been in contact with you about the situation and that we are working towards a resolution with you. Please don’t hesitate to contact us at care@luna.com if you have any additional questions or concerns.
Thanks,
Luna Customer Support
ID
#523949 Review #523949 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$4200
Preferred solution
Deliver product or service ordered

Had wood laminate floors put in at the end of January 2014. I was assured by the salesman that the material was of good quality and the warranty would cover any damage barring a significant standing water.

He made it a point in saying that if we dropped a bowling ball and damaged the floor, the warranty would cover it. Well about 2 months later we start to see bubbling in one isolated spot in the middle of our family room. Called luna , they had someone come out to take pictures and 3 weeks later we get a call saying damage was caused by moisture and won't cover it.

They said they would have to replace the whole floor and will charge us only $1100... going to try one last time to resolve this issue, otherwise I will file a complaint with the BBB.

Luna Flooring's reply to:

Kitchen flooring is coming up

Thank you for bringing this matter to our attention. We can assure you that we take your concerns seriously, and we regret the lack of follow up you’ve received. We would like to reach out to you and ensure that everything gets resolved to your satisfaction, 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 reach out to you as soon as possible.
Thank you,
Luna Customer Support
ID
#521843 Review #521843 is a subjective opinion of poster.
Service
Luna Flooring Installation
Loss
$413

I paid for a kitchen floor back in April, 2014. The day of installation I was not home, I had someone else at home while the floor was being laid.

When I got home I looked at the floor and could see how off center it was. I called two weeks later they sent someone out, but to only replace the a few pieces, after an hour of arguing with Luna on the phone they finally agreed to replace the entire floor. A month a go I called again for the same floor, it is now popping up, they sent someone out who told me the floor needs to be replaced and that someone would be in contact by the end of the week, that was two weeks ago. They will not give me a call back, I tried to talk to a manager, I could not get through to one, they are suppose to call me back (RIGHT they will).

All I want is my money back, they wont even give me that.

I really want to sue them for not holding up their end of the contract. Also if anyone in interested DO NOT shop Empire they are one in the same with Luna.

Luna Flooring's reply to:

LUNA failed to provide copy of signed contract; sales rep and manager failed to respond

Thanks for bringing this issue to our attention. We regret the lack of follow up you’ve received, and we’d like to make this situation right for you. Unfortunately, we cannot locate your account with the information in your post. Please email your contact information to us at care@luna.com, and we will follow up with you as soon as possible.
Thank you,
Luna Customer Support
ID
#515640 Review #515640 is a subjective opinion of poster.
New Reviewer

I signed a contract for carpeting on Wednesday. John Paul said he'd email a copy of the documents to me.

Two days later, on Friday, when his manager, Robert, called to congratulate me on my order, I mentioned that I hadn't yet received the emailed documents and that I wanted to read them before the legally required, 3-day grace period for cancellation expired (Saturday). Saturday morning, I left a message for John Paul (no response) and called Robert again because I still hadn't received the documents. Robert assured me he would take care of it and that Luna would extend the 3-day cancellation grace period, if necessary. Monday morning, still no documents.

I left a voicemail for John Paul and Robert -- neither have returned my calls. I called the main office and spoke to Richie. By 4:00 p.m., still no documents. I called again and Norma told me Richie's request would take 1-3 business days (carpet is supposed to be installed this Wednesday -- 2 days from now).

I asked to speak to someone in the main office. Sylvia in the main office said she would email the documents to me right away. When I told her I wanted to remain on the phone while she did that, she said it would take her approximately 15 minutes to assemble the documents and email them to me.

She said she would call once she did that. I'm still waiting for the documents and the call.

1 comment
#848624

Update: I received the documents and the carpet was installed this morning as scheduled. The installers were professional and I'm pleased with the end product. However, I don't think I'll put myself through the front-end hassle the next time I need carpeting or flooring.

Luna Flooring's reply to:

Luna Is NOT honest, STAY AWAY

Thank you for bringing your concerns to our attention. We regret any miscommunication that occurred regarding the cancellation of your order or our cancellation processes. We are not able to locate your account with the information posted here, but we would like to follow up with you to ensure your concerns are being addressed. Please email your contact information to care@luna.com, and we will reach out as soon as possible.
Thank you,
Luna Customer Support
ID
#515494 Review #515494 is a subjective opinion of poster.
Loss
$200

Rep came out. I had used Luna for carpet 3 yrs ago, so called them again for estimate. The price was ok, but when I found another carpet I liked better I called THE NEXT DAY to cancel. You have to talk to their cancellation department which is a misnomer, because they start negotiating with you and put you off. They told me my price had been computed incorrectly, and Oh they could drop the price by half. I became suspicious, but still took that at good faith. I specifically asked David if all was on hold (including the check) and he said yes. THAT WAS A LIE!

Luna cashed my check, even I was trying to get more info on the carpet selection so I could compare it with other selections I found locally.

I have an email from the David in the cancellation dept that says once I make up my mind I am entitled to a full refund of my deposit, but now he suddenly is unavailable.

I will be filing a small claims suit if this deposit is not returned promptly.

STAY AWAY FROM LUNA!

Luna Flooring's reply to:

Defect in the carpet

We’ve read your review, and we’re disappointed that your concerns have not yet been addressed. We can assure you that this is not the level of service we expect for our customers, and we would like to know more about the situation. We are not able to locate your account with the information provided 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
ID
#514846 Review #514846 is a subjective opinion of poster.
Service
Luna Flooring Installation

On 7/17/14 I had 1 room of loop carpeting installed. The installers were very courteous as the moved out the furniture and had me come in to check their work.

When they were finished and just left I noticed a pull in one of the loops. I immediately snapped a picture and sent it to the salesman with a note. I did not hear back from here so I flipped it to her again the next day. At the end of the day, she advised me that she sent my email to the installation manager and I should be hearing from him.

I did not hear from him that day or the next several days. I once again sent the salesperson an email asking her to get involved. She sent a second request to the install manager. After 1 week of not receiving a call back as to how they would want to handle it, the only recourse I was to dispute the balance paid after installation with my bank.

I heard from the salesperson after I advised her of my action and she advised me that she had spoken with the owner who would contact the installation manager himself and she felt confident I would be hearing from someone.

No call, no email came. I would never recommend Luna for anything as their customer service is nonexistent.