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Luna Flooring is a large retailer of carpets, hardwood and laminate. It was started by Salamon DeZara in 1958. It is a family-run company headquartered in Chicago, Illinois. Luna Flooring specializes in carpet, hardwood and laminate sale, delivery and installation. Now it is represented on flooring markets of Baltimore, Boston, Milwaukee and Washington D.C. The company offers financing promotion options and accepts payments by installments. Different flooring samples with home furnishings and lighting are available to consumers before making an order. The company offers low price guarantee and lifetime installation warranty to all customers.
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New Reviewer
Luna Carpet - Beware
I had Luna carpet out for a quote this week. The salesman was a high pressure "you must act now" kind of guy. The first price $4,600. Then he said he could do it for $3,600. I said I wanted to shop it but had guessed it would be around $2,500. Magically, he would do it for that. He wanted a deposit and said they would match a lower bid, if I could find one. I refused, stating i wanted to shop it first, and he ran out the door (literally). No card, no written quote, no literature. Home Depot/Lowes priced out at around $1,600 for similar carpet and installation. I guess Luna makes its money on the uninformed or easily pressured....BEWARE
3 comments
ID
Location
Chicago, Illinois
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They lie and say they will replace carpet but only after you agree in pay another $900.
Don't order carpet from LUNA. The sales man came to our home and told us that the carpet we want will cost us $8000 after 4 hrs in my home and us telling him we can afford it. He came down to $3800. We were worn out by then and didn't have much time to pick a carpet. The carpet was installed and I started crying. It looked cheap and was not of good quality. I called Luna to tell them my awful experience. They told me I could get it replaced for the cost of labor $575. Today I picked a new carpet that hopefully wont mate down in 30 days. I spoke to Art in customer service. Now it is going to cost us over $ 800 to get the new carpet installed. Luna will get you new carpet but trust me your paying over and beyond what you need to for carpet. I pray you don't go through what we have. We have many more floors that need to be replaced we plan on making a better choice. I am glad I'm a hairdresser I can get the word out quickly regarding LUNA'S LIES.
2 comments
ID
Location
Waukegan, Illinois
Do not use Luna. They do not stand behind their product.
We had a quote from Luna for laminate flooring. The salesrep said the floor needed to be leveled. The installer refused to level the floor, saying it wasn't necessary. The floor is slanted. We were told specifically not to use water and we didn't. We should use a light spraying of a specific spray designed for laminate, which we did. Now the floor has bubbled in two places and is peeling on the edges of some of the boards. We took our complaint to a store and the salespeople said we did everything right. But the installer (the same guy) who came out to look at it said it was water damage and refused to replace it. Luna said they would do it for $ 291 more. And we didn't even get to mention the slanted floor. Don't patronize this company.
2 comments
ID
Location
Arlington Heights, Illinois
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Bad News Company
I am reading all the complaints about this Company and they are telling my exact story! Time after time, all these complaints are the same! Bubbling of the laminate product within weeks of installation! This is my nightmare! We paid $2,000.00 for thee most inferior job and they are blaming us for moisture on the floor! Are you kidding me! It's a darn kitchen! You spill...you wipe up! Should that cause bubbling all over the kitchen? I don't think so......My plan is to expose them as much as possible to put an end to all of this misery! Do not buy from these people......don't even have them in your home....it's pathetic they are getting away with this....moda480@***.com
4 comments
ID
Location
Lynn, Massachusetts
Loss
$2
New Reviewer
LUNA CARPET LIES! STAY AWAY!
THEY GET -5000 STARS! I thought I was getting a good deal from a good company when I chose Luna. I should have read the reviews here first. My installers for both my laminate flooring and carpeting were both nice and I thought they did a good job. After my installation is when the fun starts. First I found many carpet staples on my new flooring from the carpet they ripped out. I have 2 kids and a dog and this could be unsafe for them and for my new flooring. Second thing we found was carpet tacks sticking out on the stairs and other carpet areas, I mean enough to where you could really rip some skin on your feet or worse. Third and this is the winner! I was up-sold laminate flooring and was sold the 7mm floor. My wife, myself and mother asked the salesman twice about the durability of this floor when it came to a dog and kids. The main thing was my son and his toy matchbox cars. We asked if he could play with these on the floor and the salesman said YES. Well the second day of new floors my 3 year old dropped his toy car on the floor and guess what appears 2 scratches and gouges. Now I feel as if I am walking on egg shells, but I have a warranty right? NOW THE REALLY FUN PART! I called Luna Customer Service and was told by them that my warranty did not cover accidents. REALLY? I began to tell him about the sales pitch and how he told me this was durable and how this has now been proven to be a LIE. All the rep said over and over again was how it's not covered. I then explained the staples on the floor and the tacks coming out of the carpet and how this could be a huge issue and how if I or my kids got hurt on the tacks that I could SUE them. So, would you please fix the floor now, the rep SAID NO! I then emailed the executives on LUNA the whole story and within 5 min the same rep calls me back and will now do something for me. Well I was done with him, so I asked someone else to work with me. The next day I got a call from a " Sr. Project Manager" and I got to tell he the whole story again. She was very apologetic and offered to work with me, but really wanted to get the tacks in my stairs fixed... Of course since this is a liability for them. I said I would not let them do this until they fix the laminate issue. She then gives me some more lies and basically blames my kid for playing hard with his cars. She then asks if my wife and I liked the 10mm floor... I thought they might admit they sold us *** and were going to do the right thing and replace the floor with 10mm. She says she will call me back. 5 hours go by and she then calls me back. She says they will only come fix the floor for free or rip out the floors and put in carpet., BUT (HERE IS THE GOOD PART) not refund any of my money. So I paid 4000 for laminate and carpet, was quoted 2500 for total carpet, but now I am going to pay 4000 for all carpet. REALLY? So here is the lesson with LUNA. 1. The key scratch test the do on the sample.. A total LIE, I did the same test with the same type car key on some left over flooring and guess what???? IT SCRATCHES! 2. The sales pitch is a total lie. They make it sound as if you have this great 20 year warranty and that is something goes wrong it's covered, well they don't let you see the complete warranty until after you buy it, oh yeah and once you sign you can't cancel! Really.. The 20 year warranty only covers the product in full for like 3 years. The the % they cover is goes down by the years. Also the warranty COVERS NOTHING! Almost every reason you would call them they would blame water, accidents, or something that they don't cover. 3. Customer service is a joke. If they would have just said yes we will come fix it in the first place I might still be a happy customer, instead I got a 24 hour runaround circus to just be told they would come fix it. This company is the WORST I have ever dealt with. I was an honest customer and WAS HAPPY for about 24 hours. It took 20 min for the first Project Manager to lose me and the Sr. Project Manager was just as pitiful. When I told her I was going to contact the Better Business Bureau she almost sounded as if she did not care and dared me to. DO NOT BUY FROM THIS COMPANY EVER! THEY ARE CROOKS, USE BAIT AND SWITCH TACTICS, AND COULD CARE LESS ABOUT YOU ONCE THEY HAVE YOUR MONEY!
2 comments
ID
Location
Naperville, Illinois
New Reviewer
Luna carpet and flooring screwed us
Luna Carpet and Flooring put a lament floor in our home which started to buckle and was not put in properly. Luna determine that part of the damage was water damage not covered, naturally, by their water resistant warranty. They agreed to replace the floor for a flat $500.00. Two day prior to coming out they back out of this agreement and said it would now cost me over $1400.00 They went back on their word and the quality of their product. Never again will we use Luna, nor will we recommend them to any friends or relatives.
5 comments
ID
Location
Chicago, Illinois
New Reviewer
Luna Flooring Lies to Customers, Refuses warranty repair.
On 6/14/2010, after scheduling installation of laminate flooring with Empire flooring, we cancelled a consultation with Luna. The salesman came to my home, anyway. He stated that the flooring that Luna offered could withstand a large amount of water being spilled, because the installers applied a "special oil" on the joints of the boards. He specifically stated that my two dogs could knock over a whole bowl of water onto the floors while I was not home and the floor would not be damaged. However, a larger amount of water that was allowed to sit on the flooring would cause damage. After he lied to me and my wife about this, we cancelled our appointment with Empire and scheduled installation with Luna (had he not lied about the water resistance, we would not have cancelled with Empire, as that one promise was the selling point for us). Within a few days after the install, we found out not only would a bowl of water cause damage, but even the slightest amount of condensation from a drinking glass would cause the joints to bubble... Even a small amount of sweat the dripped onto the floor, caused the seam to bubble. Alarmed by this and thinking that the installers forgot the "special oil", I contacted customer service. I was immediately informed that there was no special oil and that any damaged caused by liquids was not covered by the lifetime warranty. This was extremely alarming and I even referred to the care instructions given to me which state to clean up spills with a DAMP cloth. If condensation from a drinking glass caused damage, wouldn't a damp cloth do the same? Luna sent an installer back to my house to look at the damage. I was then contacted by Luna and quoted about $700.00 to repair two boards of the flooring, which again I want to remind you was damaged by what any consumer would consider normal use and not negligent. I was appalled that Luna wanted to charge me to repair something that should have never had happened according to my original sales person. I declined to have the flooring repaired. In October 2010, a section of flooring in my basement started to tent near the edge. I called Luna customer service and was immediately told that this is usually caused by water damage, but someone would be sent out to look at the issue. It this point, I formed the opinion that Luna uses water damage as an excuse for any issue and never even considers that the product may be defective or installed incorrectly. A supervisor was sent to my home a few days later. He looked at the area and immediately admitted that the floor was tenting because the installer failed to leave enough space to allow for natural expansion of the flooring and that Luna would repair that section. He then re-examined the damages that I had reported months earlier. He said that from his experience, the damages did not appear to be what he typically sees to be caused by negligent water damage and that the seams of the boards are sealed and should repel small amounts of liquid. The sizes of warping range from the size of a penny to the length of a dollar bill, so it is not as though we are talking about large areas that would indicate flooding or standing water. At this point, Luna wants to do a one time free repair of the flooring. That's right, one time. The sales person blatantly lied to me, I have a lifetime warranty, have always followed the care instructions, and Luna wants to do a ONE TIME repair. When the floors again fail to live up to the salesman's claims, they will again warp and I will be stuck with the repairs. At this point, about 10 boards are damaged from what any rational person would consider normal use and normal wear and tear.
ID
Location
Baltimore, Maryland
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Dishonest Company - DO NOT DO BUSINESS WITH LUNA CARPET
author's review
ID
Luna very overpriced
author's review
ID
Stay away from Luna Carpet and Flooring
author's review
ID
Luna-Terrible quality carpet and service
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Luna Flooring
Call the BBB,if you need assistance call us
Isn't your owner on the board of the Chicago BBB?
Thank you for the warning....I had a scheduled appt. with them for an entire home of flooring.
I don't need any added stress about flooring; glad I came here! Thanks again for all the reviews.
Dear Customer,
Thank you for taking the time to let us know about your experience, we are truly sorry we did not meet your expecations. We take great pride in our A+ customer service rating with the BBB and we wish you could have experienced that level of service. We do have a low price guarantee, so if you did find a lower quote and liked the Luna carpet choice better, please email me and we can make sure to get you the carpet you want. We have highly trained, professional installers who do beautiful work and we of course will do what we can to earn back your business, we value each and every customer. I would also like to address this issue with your salesman, high pressure is not our business model. If you would be so kind to email me privately with the details about your experience along with the salesman's name, and if there is any way we can earn back your business, I can be reached at cmonroe@***.com anytime.
Sincerely, Chris