Luna Flooring's reply to: The salesman was such an ***

Dear Customer, Thank you for letting us know about your experience, our sincerest apologies that we did not meet your expectations. That is never our intention and our staff should never display a negative attitude. We take customer feedback seriously and will address this matter right away. If there is anything I can do further or if there is a way we can still earn your business, please don't hesitate to contact me directly at cmonroe@luna.com. Thank you again for your time and feedack.Chris
Ivana Tys
map-marker Chatham, Massachusetts

The salesman was such an ***

We wanted a quote from 3 different companies to find the best price and quality. Paul from Luna came over and one of the first things he said was that the company that was here before him are crooks and that they never show up to appointments.

He kept bad mouthing every other carpet company and also complained numberous times about driving 100miles to get here. After he gave us his quote we told him the company before him was less so he called his boss to ask if they could beat that price.

When we still didn't want to go with Luna (mostly because of the salesman's bad attitude) he told his boss that we are young and that we have just bought a house and that we don't really care about quality. At that point i was about ready to tell him to take his carpet and stick it!!

Luna Flooring's reply to: Luna Carpet -won't call back

Thank you for letting us know that you have not received a call back, I would like to have someone call you back right away. I just need your account name and number so I can look it up. I apologize for any inconvenience and look forward to hearing from you. My email is cmonroe@luna.com. Sincerely, Chris
Danielle C Bly
map-marker Baltimore, Maryland

Luna Carpet -won't call back

So we had Luna come in and give us a quote for $3500. So I called around and got a much lower price.

I've been trying to get Luna to call me back for two days now. Next I'm going to have my lawyer call. Don't waste your time with them, they take your money and never call again.

I can say when the salesman came his was really nice and helpful but Luna just not have a lot of options when it comes to their products like we found at other stores.

I feel they are over priced for not a lot of options. I HOPE THEY CALL ME BACK TODAY

2 comments
Guest

bad experince with luna regarding stairs ,they cannot get this right after 4 months of trying ,and dont want to give any kind of discount for the incovience they have caused for us to take 4 day off for them to come and install this still not done.

Guest

bad experince with luna regarding stairs ,they cannot get this right after 4 months of trying ,and dont want to give any kind of discount for the incovience they have caused for us to take 4 day off for them to come and install this still not done.

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Luna Flooring's reply to: Luna Carpet- No Show

Dear Jolynn,
Thank you for taking the time to let us know about your appointment, we are so sorry to hear that we missed your scheduled amount and your business. We apologize for any inconvenience this has caused you and will address this with our staff right away. If you have any further questions or concerns, feel free to email me anytime at cmonroe@luna.com. Sincerely, Chris
Marisabel Vxy
map-marker Asheville, North Carolina

Luna Carpet- No Show

We called Luna for an in home estimate on Tuesday. They scheduled us for the next day, Wednesday between 5 and 7 pm.

Wednesday came, we waited, and finally at 7:15 we called Luna. They told us we had scheduled for Thursday. We informed them that we had infact scheduled for Wednesday, as we had company coming over on Thursday. They asked if we still wanted our Thursday appointment and we told them no.

They offered us $100 off for the trouble if we rescheduled. We again told them no, that we would rather walk on subflooring than deal with Luna.

If they can't even bother to schedule you on the right day for your estimate, lord only knows what will happen for your install. We will not be using Luna now, or ever.

Luna Flooring's reply to: Beware of Luna! Ask to see price details!

Dear Customer,
We are so sorry to hear about your experience and want to thank you for taking the time to let us know that you were unhappy with the sales process. That is never our intention and we take customer feedback very seriously. I realize your carpet is installed and the work in your home is completed, but there is anything further you would like to discuss, you can reach me anytime at cmonroe@luna.com. We do value and appreciate each and every customer, I sincerely apologize for your frustrations.
-Chris
Anonymous
map-marker Chicago, Illinois

Beware of Luna! Ask to see price details!

I would say I am a good shopper and usually a smart shopper. Wanted to get some carpet quickly and saw the 70% off ad.

Salesman came to my house the estimate for the room would have been $3,400 (maybe 175 square feet plus some stairs). The next quote was $1,900. I said I wanted to look around and magically after a "call" he was able to bring the price down to $1,700 (including tax). What surprised me was my lack of questions about the exact price of the carpet.

I still don't know the price per square foot (seems like a basic price to use!). If the $1,700 was the 70% price that means the regular price was around $6,000 for berber! Make sure if you use them (and I would strongly recommend NOT using them) you ask to see exactly how they calculated the price. The 70% off was a total ruse to get people to call and I fell for it.

Every day I look at this rug and think that I could bought it for less anywhere else. Of couse, I am stuck with it! I even sent Luna a note letting them know I thought the 70% was false advertising and of course heard nothing.

No surprise. They had my money but don't let them take yours!

1 comment
Guest

LUNA came to our house and gave a verbal quote but refused to give me a written quote--I asked hom to send me a quote in an email but their policy is not to give written quotes. Therefore they lost a sale. I'd recommend they consider doing written quotes because unless I see it itemized in writing you will not get my business

plainjane
map-marker Gloucester, Massachusetts

LUNA carpet salesman so RUDE!!!

Just had the WORST experience with a LUNA carpet salesman. I had seen the great TV ads talking about their 70% off sale and thought I'd give them a try. Well... not only was he NOT like the friendly guy in the ads he was a complete ***. I was just wanting to get an estimate and a sense of the company... To start off he only brought in three samples for me to see... He began first by insulting the carpet I liked and tried to push a different one that was multicolored and felt like a brillo pad. Then he moved right on working up the "estimate". He said that the TINY bedroom I wanted to carpet would cost $1500. I about fell off the couch... When I explained that I would let him know, that I wanted to think about it he got nasty. He said it was a waste of his time to have to come back to do the order... then he tried to tell me he could make me a deal by cutting the price in half. Even in half the multicolored, brillo pad carpet was too much $$$! Im not an ***!!! He would not let it go and kept trying to cut a deal... I made it clear that I wasn't ready to buy the carpet but he would not get up and leave. By this time I was really mad... but also scared. He was unbelievably rude and made it very clear that I had wasted his time and gas to drive to my home to do the estimate. I can honestly say I have NEVER had such a rude experience. I would stay away from LUNA. I don't know if they train their people to be like that.. but I can't imagine they get many sales.
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2 comments
Guest

I had the same experience. I had an *** salesman come in named Mike, claimed he was a manager but looked and sounded more like a dumbbell.

He was late then took 2 hours to measure. Then he brings in the samples and I didn't like any of them. I wanted a dark cherry wood but he wanted to push some light color on me which I wasn't falling for. Then I said I wanted the thickest, shabbiest rug he had and he says why there ugly and not stylist.

Really are you going to live in my house or am I? After I finally agreed on the colors and rug that I wanted he gave me a pretty good price, it could of been a little less but then again I was doing my whole house. I told him I had to think about it because I wasn't 100% on the flooring colors and wanted to make sure I wasn't jumping into anything that I was going to be stuck with. All *** broke lose after that.

He turned into a complete *** Telling me I wasted his time and he could of been making money elsewhere. That I should of told him when he walked in the door that I was going to waste his time. Then he says he just spent $5 a gallon for gas and that I needed to sign today and give him the deposit because he didn't want to make the trip back. Well I don't know where he drove from but gas in our area is under $3.80 so I just laughed at him a d said well the gas station you go to is ripping you off.

He just wouldn't leave and me continually telling him no I'm not giving you a deposit. So he finally decides to leave after another hour of arguing with me and I asked for a copy of the quote. He tells me he can't email it to me cause that's not how they work, what a fool he was. So he writes it down in a piece of paper and don't even sign it or give me a card or nothing.

And to top it off he added another $1500 on to that price cause I didn't sign with him right then and there.

I will never use Luna for anything or recommend them to anyone. Such ignorant salesmen, and poor customer service.

Guest

Dear Plainjain,

Thank you so much for taking the time to let us know about your experience with our employee. I'm so sorry to hear about this and that we did not meet your expectations. The behevaior of our staff was inappropriate and I sincerely apologize. I would like to find out who it was and make sure it doesn't happen again. If you would be so kind to give us your account name and number so I can look this up, my email is cmonroe@***.com. If there is any way we can earn back your business, I will be sure to do whatever I can to make sure you have an A+ experience with Luna so you can take advantage of the offer you wanted. Again, my sincerest apologies and I look forward to hopefully hearing from you via email.

Sincerely, Chris

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joeschmo
map-marker Aurora, Illinois

Luna carpet sales techniques

I don't remember the name of the guy who came to our home to show us carpet and give us a price, but I will always remember his sales techniques, -they sucked. This guy was so pushy, so determined to make a sale, it was something to see. And when I told him I wasn't going to make a decision today and that I only wanted a price to think about so I can get back to work, he accused me of being rude. He acted Like I was wasting his time. And because of his attitude and pushyness I wouldn't do business with him or his company if he offered me 50% less than any other carpet provider! He was counting on impulse buying- he went from $4600 down to $2100 just to forfe me to jump at the offer, and he doesn't realize that he was sounding more and more like a *** man trying to take advantage of someone. He should have simply started with his best price! - It was comical. I didn't immediately ask to to leave when he called me rude, but I should have. I teach people to be contractors and salespeople, and this guy violated lots of basic rules of customer service.
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2 comments
Guest

Thank you for letting us know, we are so sorry to hear this and appreciate the feedback so we can make sure this doesn't happen again. If you would like to contact me further my direct email is cmonroe@***.com, my sincerest apologies and if there's anything I can do to earn back your business, please do not hesitate to contact me.

-Chris

Guest

Thank you for taking the time to let us know about your experience and our staff member. I apologize that we did not meet your expectations, that is never our intention.

If you would be so kind to contact me with further details so I can address with our staff, I would greatly appreciate it.

My email is cmonroe@***.com. And if there is anything we can do to earn back your business in the future, I will do what I can to show you why Luna has an A+ rating with the BBB, we truly care about our customers and I'm so sorry you didn't get to experience that.-Chris

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Rozann Oge
map-marker Woodbridge, New Jersey

Warranty is a FRAUD!!!

Luna installed laminate flooring in our house about 2 years ago. There are gaping holes between the walls and parts of the floors. Also, the boards all creak and move around due to improper installation. How do I know this? The crew who LUNA sent out told me!!! Here's the kicker....Luna will not cover the material or labor warranty because they say Shaw no longer makes that type of flooring. What is that garbage? What does that fact have to do with the fact it was not installed appropriately? Been waiting 3 weeks now to hear an anwers back from them. Something tells me they won't call back. Oh well, time to start posting pictures and telling my story to every internet site, social network, etc... that I can find. DO NOT EVER USE LUNA they are the WORST post sale company in the world!
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Loss:
$3000
2 comments
Rozann Oge

Chris,

With all due respect--I DO NOT BELIEVE YOU. Would you believe that I have had no less than 3 visits from Luna over the past 2 months.

Each time, I am told that the crew who came out did not do something to finish this warranty claim...IE:did not see anything wrong, did not take pictures, did not care...IN THAT ORDER. I am going to make it one of my life's missions to see to it that NO ONE I care about uses this sham of a company you work for.

LUNA HAS BEEN BY FAR THE WORST COMPANY I HAVE EVER DEALT WITH!!!. If you are reading this STAY AS FAR AWAY FROM LUNA/EMPIRE AS YOU CAN!!!!!!!!!!!!!!!!!.

Guest

Dear Customer,Thank you so much for letting us know! I would like to help but need your account information and name, please email me at your earliest convenience at cmonroe@***.com so I can get you to the right person.

My sincerest apologies you have been waiting 3 weeks for a call back, that is never our intention and I am sorry. I look forward to hearing from you and helping with your matter.-Chris

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Avacyn Yun
map-marker Milwaukee, Wisconsin

Luna Flooring does not care after the check has cashed

We had Luna Flooring install carpet throughout our second floor. The crew, who spoke little to no English, did not let us inspect the work before they ran out the door. They simply left. We are not happy with our carpet. We do not think the carpet in the hallway matches the carpet in the bedroom. We contacted their customer service number and were told "that was normal". I told them I was not happy and insisted on having someone come out to look at it. I almost felt like I had to plead to get someone to look at our installation. Finally customer service agreed to send the installer back out the following Saturday. We were told they'd be here between 1 and 6 pm. At 7am that Saturday morning we were called and given our "confirmation call". By 7pm that night the installers still had not shown up. When I called customer service they were not open. I called on Monday morning and was told that the installer is supposed to call customer service if they cannot make it. So again, I scheduled ANOTHER time for the crew who barely spoke English to come out and understand my problem. Another Saturday, but this time I was PROMISED it would be between 9am and 11am. "PROMISED". We got our 7am confirmation call. And by 1055 I was so irritated that I called customer service. After a half hour of being put on hold and called back, they found out the installer went to their first job and simply did not come to our house. I asked customer service to send someone immediately and that I would never buy from Luna if I had known that after the check cashed no one would give a ***. Diane in customer service (the 5th person I had to tell my story to) again promised that this isn't how Luna does business. While you are on hold their recording tell you that "WE WORK FOR YOU". That's the biggest line of bull I've ever heard. We now have the "service manager" coming our in two more weeks to look at the carpet I'm not happy with. Funny how their sales people can get here NEXT DAY. But after you've had it put in and need help, they no longer come along. I will be contacting the BBB and the local television station if my problem is not resolved. I think that Luna needs to rethink who they have installing their floors. And how terrible their service is. I firmly believe that ONCE THE CHECK CASHES NO ONE GIVES A ***. I fear for our warranty. If I had a huge problem with something, what gives me any confidence they'll take care of it. I have no confidence in Luna as a provider, and consider this your warning. I also told this to Diane in customer service. She didn't seem to be worried. I am only one consumer and our bill is already paid. I also told her that I have friends who own homes and I will highly suggest they use ANYONE but Luna. And now that social media has taken over, I'm surprised they don't care what bad press they are receiving.
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Loss:
$3500
3 comments
Guest

Dear Customer,

Thank you for letting us know about your experience, I apologize that we did not meet your expectations...that is never our intention. My apologies for the delay in responding to your posting. If your installation issue has not already been resolved, please feel free to contact me directly at cmonroe@***.com. I will make sure I can get you to the correct person right away.

Sincerely, Chris

Guest

I agree. My next step is contacting the BBB.

I'm hoping we get somewhere before it comes to that. So I'll be contacting the BBB eventually I'm sure. I also have the local news channel that has an "on your side consumer" program. I'm hopeful that if it comes down to it - we'll see results.

That can't be good for their business. Having the entire Milwaukee area see how terrible their service and product is.

Guest

Why do you think the have 133 complaints already? They are making money subcontracting low paid hispanics.

You will be surprised.

Just go to their website and click on the bbb logo. I can not believe how the bbb is keeping them as A+ rate accredited business :( The bbb is not working at all.

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Lucy Sax
map-marker Milwaukee, Wisconsin

STAY AWAY FROM LUNA!!!

After waiting for a month for the carpet to appear, the day of the installation, they called me to tell me the carpet was "defective". Then they said it would take 2 weeks for the carpet to be ordered. I told them to cancel the order. They called me and offered me a $500 discount and begged me to give them another chance. HUGE mistake! I had to choose a different carpet, they came a week later and installed it. When they left, the floors started to squeak! They not only damaged the floors, but the inspector came and said they just installed carpet, they don't fix floors. I said, I didn't expect you to fix the floors, but to let me know that something was wrong before you put the carpet on top. Now the investigations department has contacted me, only because I have called and emailed numberous times (they don't even have the decency to call you back to follow up) ad said that the installer did not hear any squeaking. Well, let me tell you that the installer was 400 lbs., if I can hear the squeak when I walk over (and I am 135 lbs.), then he can hear it! NEVER EVER buy carpet or anything from them again! TOTAL SCAM! Also, file complaints with the BBB, since the owner is related to the BBB, everyone should be aware of what a bad company they are!
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1 comment
Guest

Dear Customer,Thank you for letting us know about your situation, I'm sorry to hear we did not meet your expectations. If this issue is not already resolved, feel free to reach out to me directly at cmonroe@***.com.

Please include your customer name and phone number so I can promptly look up your account.

I will get this to the right person once I receive your email. Thank you for your time and I hope I can help resolve your matter.Thanks, Chris

Timiya Jjz
map-marker Chicago, Illinois

Pushy, insulting, *** of a salesman!!!

I will never EVER understand when a company offers in-home estimates how personally insulted the salespeople act when you refuse to be bullied into a contract right then and there! We had Bob (wish I could remember his last name) come out to our house, throw a few samples at us, quote us insanely overpriced prices, bash the competition, then get so offensive and downright angry with us when we didn't commit! He told us "you should've gotten other quotes first before wasting people's time" then stormed out without a thank you or a card. I was never so insulted in my life! I immediately called the customer service line to complain and basically told them I will never do business with Luna because of that *** and will encourage my friends to do the same. Terrible, terrible experience and I hope that *** gets what is coming to him.
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3 comments
Guest

Sorry for your experience, Try Exposition Carpet & flooring on N. Broadway in Chicago.

My husband and daughter run it and are really experienced in the industry for 40 years. Good Luck

Guest

they are all like that, bunch of ***** they only care for the *** money. they sell over priced cheap *** carpet! I will never ever buy from them again people be warned!.

Guest

Thank you for taking the time to write about your experience. I am truly sorry our sales associate behaved in such a manner, this is not how Luna conducts business. We truly care about providing exceptional customer service and I would very much like the opportunity to earn back your business. If there is anything I can do to make you change your mind, please contact me directly anytime at conmore@***.com. Again, I apologize and appreciate your feedback.

Sincerely,

Chris

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nintendomommy a
map-marker Chicago, Illinois

Luna carpet

Luna Flooring - Luna carpet
I absolutely hate Luna, they took advantage of me and my blind mother. The sales rep was rude and talked over my mom. He showed us the only floor sample he had with him and promised it wasn't commercial carpeting. Turned out it was. Then they didn't have the original carpet I chose and said they had one that looked just like it, it was light colored gray that was no way near what I originally picked out. It has been a year that it has been installed and cleaned 2 x and the carpet lost its shape its flat and feels awful. I have a 5 month old which is. the reason we got new carpet for the baby. Now I don't even let him on it. they also didn't even install. the carpet padding they originally promised. The previous carpet we had for ten years looked better. Don't buy from them, they lost their value for customers and only care for the money. I got carpet for the buy one room and the second room free with cheap carpet for over a grand I rather carpet my floor with cardboard then buy from them. True the buy one get the second room half off is a scam. I will surely look around before buying.
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6 comments
Guest

Luna will be hearing from BBB very soon I want a full refund I have to pay for all new trim and a painter and have empire come out and wripped this very thin cheap carpet out and now at 79 years old I have to move everything again for new carpet from empire luna will not get away with this plus I hired an attorney they need to be put out of business and I won't stop till they are

Guest

Luna is the worst and they lie when they show samples they are not what they install

Guest

Go to the BBB, and get their rating where it should be!!

Guest
reply icon Replying to comment of Guest-399039

A complaint has been filed with the Better Business Bureau for Teresa Kukosh I am definitely going to take them down sue them

Guest

Dear Luna Customer,

I'm so sorry to hear this, our goal is to provide each and every customer with the best service and value, I apologize you didn't experience this. Thank you for letting us know, we truly appreciate all customer feedback. I would like to help in any way I can, if you could email me at cmonroe@***.com with your account name and info, I will look into this right away! Thank you for our time.

-Chris

nintendomommy a

The above picture is a diff from what the carpet looked like and how it is now.

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Jana P Nzf
map-marker Ingleside, Illinois

Luna Carpet Customer service is AWFUL!

Financing the carpet was a joke, I ended up finding my own financing after dealing with them for 3 weeks. After this whole mess, I'm told the carpet color we chose is unavailable. So in order to get carpeting put on my floors I had to switch colors. Don't even get me started about my hardwood stairs! I still have a part of my floor that is the subfloor. They were unwilling to work out a fair deal. One department never seemed to know what the other was doing. The whole experience was miserable. I will continue spreading my unhappy views for as long as I can!
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2 comments
Guest

Call the BBB, or why dont all of you people call the local news stations and reveal Luna's scams. Hopefully you weren't a Margin A customer. That means you were ripped off really bad

Guest

Dear Janamad,

Thank you for taking the time to let us know, I'm so sorry you experienced these frustrations. Please email me at cmonroe@***.com with your account name, info and the details described above. I will get you to the right person as quickly as possible to see if I can help make this right for you. Thank you for your time.

Sincerely, Chris

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Anonymous
map-marker Geneva, Illinois

Luna flooring poor service from sales to installation

If you have a choice, do not use Luna Flooring to install laminate floors for you. There service is poor from there high pressured sales people who know nothing about what work actually gets done by installers, and there installers who run out of supplies, leave you house a total mess when they leave. The installers had to come back 4 times to our home to complete the job. Left nails sticking out, transitions unfinished and we sat with this for 3 weeks. They finally got the job done lets hope the product holds up like they say it will.
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2 comments
Guest

Call the BBB, If you need a 3rd party inspection for an improper install call us.

Guest

Dear Valued Customer,I'm so sorry to read your review, thank you for making us aware of this! I would like to look into this right away for you, if you would be so kind to email me with your account info, I would like to see what I can do to help.

My email is cmonroe@***.com. My sincerest apologies for your frustrations.Thank you, Chris

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Jessica S Lfa
map-marker Washington, District Of Columbia

Pushy, Lying, Thieves! Do NOT ever use Luna!

Is it possible to give negative stars because they aren't even worthy of one?! DO NOT EVER use these scam artists! I called for a "free in-home estimate" and was greeted with the pushiest salesman I have ever met, Jesse Funk. He told me at the end that I was required to give him a $60 deposit, and sign an "estimate" so that IF I moved forward with them he wouldn't have to come back out to the house. When I asked him what the cancellation policy was he stated that I could cancel at any time, and they would send my money back. I also told him multiple times that I didn't want to be locked into anything b/c I wasn't sure of my decision yet. He assured me that I was only signing an estimate, and again, could cancel any time. NOT ONCE did he ever tell me that I had to cancel, in writing, within 3 days. He knew that I was getting another estimate the following week, after the 3 day time period, and still failed to ever say a word to me, even when I specifically asked what the cancellation policy was. I cancelled a week and a half later, and have been fighting with them ever since to get my $60 back. Senior project manager, Kate Zilke, called me back after sending an e-mail expressing my dissatisfaction, and all she did was argue with me, over $60 - worst customer service I have ever received. LYING, STEALING THIEFS!!! Expensive lesson learned on my part to read the extremely tiny print on the bottom of the page, and NEVER trust a Luna salesperson. They have lost my business, and any future business of my friends, and family, over $60. DO NOT ever call Luna!!!
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5 comments
Guest

Almost happened to us, same thing.. guy named Rick, super pushy $250 deposit "you can cancel anytime".

We read the contract you have 3 days to cancel by TELEGRAPH! by freaking TELEGRAPH! or direct mail...

or not only lose deposit but be charged 15% PROJECT COST

Jerry. Roselle, IL.

Guest

I am dealing with the same problem right now! Kate Zilke is the worst representative I have ever spoken to.

She is rude, would not let me speak and a liar. DO NOT TRUST LUNA!

THEY WILL SCAM YOU. I signed a contract with them and the day of the intallation they asked for $ 4, 300 extra to start the job or else they would cancel.

Guest

Call the BBB,if you need assistance call us.

Guest

Thank you for letting us know about your experience with our sales staff and customer service staff, we are so sorry that the correct information wasn't relayed to you, that is of course against company policy and is why we are so grateful for customer feedback like yours, we value our customers and take pride in our service, I apologize you didn't experience this.

Please email me directly with your name and account info and I will make sure someone contacts you, cmonroe@***.com. I am here to help and I sincerely apologize.

-Chris

Guest

that Kate Zilke is the most unprofessional person I ever dealt with in my life. She's a bad representative of not that company but any company in my opinion.

I had the same exact experience the other day with her.

The only difference is I'm $2,300 in the hole as a result. They should be ashamed of themselves for treating customers this way.

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Ryan Uxy
map-marker Bolingbrook, Illinois

Luna not being upfront with laminate options

Luna In home consultation was a joke. I'm livid because I just found out now through Luna that what's offered during in home are not the same nor affiliated with the showroom offerings. I dont get this at all nor is this stated anywhere on their website. Then the website shows how you get to choose from over 100 products through in home, but all we were shown were one sample of a cherry type laminate. This gave me the impression that this was all that was available through Luna. So as a results I felt that Luna was not upfront from the beginning and clear as to what options are available through in home vs. showroom which would have helped me make a better informed decision during that time. As a result, I felt this was a wasted $2,300 that I'll never get back. Thanks Luna for your disservice! Do the right thing and listen to your customer.
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1 comment
Guest

Call the BBB,if you need assistance call us

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