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.
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ID
#206237 Review #206237 is a subjective opinion of poster.
Location
Baltimore, Maryland
Service
Luna Flooring Installation
Luna Flooring's reply to:

Dishonest Company - DO NOT DO BUSINESS WITH LUNA CARPET

Cindy:
Thank you for your posting. We at Luna use such posts to monitor our performance and to continually improve. I am sorry to hear that Luna has not met your expectations and would like to learn more about your experience so that I may try and make it right. Please email me directly at cmonroe@luna.com with your contact information. We just want you to LOVE your Luna floors.
-Chris
ID
#199749 Review #199749 is a subjective opinion of poster.
Service
Luna Flooring Installation
New Reviewer

I my $200 deposit because the slime ball salesperson they sent to my home lied to me telling me he was a manager and giving me a "special" price that was ONLY AVAILABLE THAT DAY. Special enough that I called the next day to cancel, because I had a very bad gut feeling about the company, that they dropped the price immediately $900. I agreed to this price and kept my original installation date but still had a bad feeling.

I had a few questions previous to the installation date but the person that emailed me telling me they were my contact person was on vacation (convenient)the next day when I emailed with a question and no one would call me back.

A female called my house at 6:43 AM the scheduled day of my installation, woke me up, scared me to death thinking something had happened to someone in my family; I told them to saw off. Who does business this way?

ALWAYS GO WITH YOUR GUT FEELING- DO NOT DO BUSINESS WITH THIS COMPANY!!!

I will NEVER use this company again and I hope this helps save someone else the headache and hassle of dealing with this slimy company full of liars and incompetent people.

1 comment
#197389

Cindy,

If you need flooring, please give us a try at Everything Floors Inc.

We are all too familiar with the Luna tactics, and would be happy to give you a great price along with great service. For a free in home estimate, call 847-973-****

Luna Flooring's reply to:

Luna very overpriced

Kay
I apologize that you were not satisfied with your Luna experience and want to take the time thank you for providing feedback. We at Luna are constantly trying to improve our experience. Hearing directly from the customer is one of the best ways to achieve that. Certainly going the DIY route is an option but there is the inconvenience of purchasing the materials and then separately finding a suitable installer. There are also additional ‘gotchas’ that you might want to be aware of such as pick up and haul way of the old flooring, installing a moisture barrier of the new flooring which could impact the manufacturer’s warranty and what if there is a problem with the installation in 6 months? Luna makes the flooring easy by offering full-service installation backed by a lifetime warranty. When you couple the Lifetime Installation Warranty with our Low Price Guarantee, I think you find that Luna is the best value by far. We hope you’ll give Luna another shot for your future flooring needs. We are confident that you will love your new Luna floors just like thousands of other satisfied customers. If you would like us to come back out, drop me a line at cmonroe@luna.com.
-Chris
ID
#197275 Review #197275 is a subjective opinion of poster.
New Reviewer

Luna came out to give me an estimate 9/4/2010. First thing the salesman told me that Luna had a sale going on, no installation fees but it expired that same day.

350 sq. foot of carpet to be replaced with laminate, the estimate was $2,800.00. I told him too high, he kept going down, and then he said if I was paying cash and willing to put a deposit down that day, he could

bring it down to $2,000.00.

I said no, I could tell that he was upset with no sale, but if he could go from $2,800 down to $2,000 it is obvious that the charge should have been $2,000 in the first place.

I had a previous estimate for $888.00 for installation, so I went to Lumber Liquidators and bought the laminate and all the accessories for $900.00. Do not go with this company, way too overpriced.

1 comment
#197393

Hi Kay,

If you still need laminate floor, give us a try. Everything Floors Inc.

is a reputable company, with many refrences. We are all too familiar with Luna's business model. Your price for 350 square feet is around half of what Luna is trying to charge.

Call us if you need a free in home estimate. 847-973-****

Luna Flooring's reply to:

Stay away from Luna Carpet and Flooring

Ms. Chupack: Thank you for your posting. Please allow me to also apologize that you have not been happy with your new Luna flooring. As Ms. Pelaez has indicated, we want to make sure you are completely happy with your flooring. After reviewing your job, we again are more than willing to take back the flooring and give you a refund. Please contact me so that I may arrange a time with you for our team to take up the flooring and arrange for a refund. If this is incorrect, we would be happy to continue the replacement of your floors or address any other installation concerns that you may have. I can be reached at cmonroe@luna.com
ID
#188113 Review #188113 is a subjective opinion of poster.
Service
Luna Flooring Installation
New Reviewer

Stay away. Stay far away. I can't caution you enough. Luna Carpets installed flooring incorrectly for me. Two years later I'm still dealing with their incompetence. They came to reinstall it, without a certificate of insurance and were short material. Then they told me they would give me a refund only to call me back two hours later telling me that they can't. This wasn't the first time they didn't come with the right material.

Simply stay away from them. I understand why they offer a lifetime guarantee on their floors...because they can't get it right the first time around.

PS: Luna offered me a refund, one hour later they called back and said they couldn't give me a refund. Then I received the following email from one of their representatives that basically they will give me a refund but only they come back and rip up the floors.

"Ms. Chupack,

We are deeply sorry that you have been dissatisfied with your experience with Luna. We at Luna are dedicated to the highest quality of customer service and we pride ourselves on making every customer happy. We are grateful for the opportunity to serve you and humbly request that we you allow us to make it right. The installer who performed your installation is no longer with our company. We would be happy to complete the replacement of your flooring at your earliest convenience. Of course, if you prefer a refund, we could also accommodate by removing the already installed flooring. Please let me know how I can assist in making your experience with Luna a positive one."

Regards,

VP Operations

11 comments
#790043

I was planning on buying from luna carpets today saleman was a might to pushy.gave a 350.00 deposit with the intention that it would be refunded if I change my mind, after reading reviews I think I will change my mind as this is a whole house investment.Any suggestions?

#584379

I was stood up for three days in a row by Luna reps for an install on Newbury Street of all places. They are unprofessional! I highly recommend you use anyone and everyone else.

#538574

Luna was do to install flooring for me today after 3 to 4 different calls to get and eta on the INSTALLERS he was 2hours late ! Then had an attitude .

Can into my home bad mouthing Luna telling me that he couldn't do the work and how Luna just taking my money . This guy was so rude yelling swinging his arms fussing, just making excuses don't to do the work! After the encounter with the irate installer he went outside to use the phone I locked my door call my husband on one phone and Luna on the other . The end result was the guy came yanked my screen door to find it was locked !!!

I then found screws hanging off my screen door .....INCERDIBLE IM PISSED WAS CALLING THE POLICE . My husband said to call Luna tell them of the discovery give them the opportunity to correct the problem .

I had to calm down called the manager ...and you could only guess I have not hear anything . :( :x :(

#538573

Luna was do to install flooring for me today after 3 to 4 different calls to get and eta on the INSTALLERS he was 2hours late ! Then had an attitude .

Can into my home bad mouthing Luna telling me that he couldn't do the work and how Luna just taking my money . This guy was so rude yelling swinging his arms fussing, just making excuses don't to do the work! After the encounter with the irate installer he went outside to use the phone I locked my door call my husband on one phone and Luna on the other . The end result was the guy came yanked my screen door to find it was locked !!!

I then found screws hanging off my screen door .....INCERDIBLE IM PISSED WAS CALLING THE POLICE . My husband said to call Luna tell them of the discovery give them the opportunity to correct the problem .

I had to calm down called the manager ...and you could only guess I have not hear anything . :( :x :(

#453800

So you want a refund AND want to keep the flooring? Uh, no that's not fair.

I have not purchased from Luna but think their offer is fair although you'll be out time and frustration.

#338710

Recently made a purchase through Luna. Salesman put the carpet sample over a carpet pad and suggested I step on it with my bare feet.

Was perfect. HOWEVER, the pad that he used WAS NOT the pad that was used in the installation. I got the 4 star carpet but it is really a contractor's grade. Please go to your local carpeting store where you are shown what you are really purchasing The carpet pad was a gray speckled pad that was very pliable but they did refer to it as an

8 pound carpet.

In my opinion, the product is inferior.

By the way, our final price was 1/3 off the original price offered. SPEND YOUR MONEY LOCALLY.

#326875

***, I am in need of carpet, but after reading the comments on Luna and Empire I think I'll pass....

#322529

They need to be shut down or at the least....exposed for what they really are....

#319312

I'm sorry to hear what happen to you. I can only imagine what you were feeling and going through.

I was looking at flooring companies and Luna was one but now I'm not sure. I was wondering if they gave you a refund along with taking up what had already been installed, my question is what about your flooring before they installed.

Were they going to put your floors back as they were along with your refund? A refund alone would not be fair.

#295896

Had them come out to do a quote last night and was pressured three times into giving them money on the spot when what we wanted was a quote. Price went from 6k to 3k in the matter of an hour.

WILL NEVER BUY FROM THEM.

The tactics and salespeople are horrible... that means you "Larry" the Luna salesman.

View more comments (10)
Luna Flooring's reply to:

Luna-Terrible quality carpet and service

Howard, it’s disappointing that your installation was not completed as scheduled. We regret any inconvenience and would like to discuss the details of your cancelled order. Unfortunately, we are not able to locate your account with the information posted here. Please email your information to care@luna.com, and we will follow up with you. Thank you. Luna Customer Support
ID
#185800 Review #185800 is a subjective opinion of poster.
New Reviewer

Worst carpet and customer service!

I had carpet in my bedroom for years that I decided to pull up for a color change, and called luna b/c they were cheap and easy and would come to the house. I had the carpet (with the 10 year warrantee!!) for 4 months when it started unravelling and getting grey with dirt despite being frequently vacuumed.

I jumped through Luna's multiple red tape hoops only to be told that there was nothing they could do for me. The staff is rude and unhelpful. And now I have 6 month old carpet that I have to replace at my own cost.

THE WORST EVER! BUYERS BEWARE!!

5 comments
#679735

I had Luna give me a quote for a hardwood floor,paid the deposit and set a date.When the installers came,they said that they were uncapable of doing the floorand that they didn't have the right tools.I offered to buy the tools.They refused,called the main office and said the deal is off.They wanted the wood back and I told them I would work with the main office to purchase it.I was given no notice that the job was going to be cancelled.I obtained the retail price for the wood and offered to pay for it including a $150 delivery charge.They refused and said that they would not make enough profit and said they would turn me over to the collections department.There was no consideration for the time taken off and the inconvenience of cancelling my contract at the last minute.I will not use Luna again..the home office was rude and arrogant.

#670726

Luna Unethical Sales Techniques – pushy, disrespectful, ***

Where do I begin! We originally had an appointment on June 25th 2013 from 5-7. No one called or showed up we waited and wasted our afternoon (red flag 1). I then called the CS number and according to the customer service rep they called both numbers I gave them and we did not answer therefore the sales rep decided not to show up. I rescheduled the appointment for the (ESTIMATE)for the next day also from 5-7 PM. I get a call from 630-****-**** stating that his name is Mike and he is the manager that he is in front of my door at 4:30. When meeting the supposedly manager Mike (red flag 2) no business card is presented. I allowed him to come inside by house he was very informative about all the business they do in the area but never really got to the paint (red flag 3). At this point I am ready to tell him to please continue with the estimate. He finally took out his fancy notebook and his fancy laser he brought in 2 samples cause all the others were very pricey (these are his words). Once he gave us the price quote of $4170.00 how much it would cost to do hard wood floors that is when the action started.

My fiancé and I told him that we could not make a decision at the moment that we would sleep on it. He then insisted that we needed to give him a deposit (cash, check, or credit card) to hold our special promotions. We told we could not commit to that and how important was the deposit that he kept on insisting. He instead that we had 7 days to cancel if we changed our mind. Mike became more aggressive when he realized that we were very serious about thinking this thru. At this time my fiancé had to step out to do an air run telling him excuse me but I need to step up and we will sleep on it. Mike should have left our house. He did not! Once he realized that he only had to convince me about the deposit, he became disrespectful and bang his hand on my kitchen counter and said that I needed to make up my mind and that I miss lead him believing that we were going to close on the deal that moment. I told him that he was being a *** of a sales person and he needed to leave immediately. He continued to call me by my last name (Ms., Ms, Ms. You need to get over the hump)he then went from 4170 to 3500 deal I said no I refused to deal and make any business agreement with a ***. He turned and got on my face and said you I mislead me and you wasted my time, $30 for gas that he had paid to get to my house for the estimate. At this time I had it I ran to the door opened it and told him he need to leave if not I was calling the authorities and that I would be contacting BBB. When I said this, Mike wanted to charge me for the visit (estimate), I said you are not getting anything from me, get out of my house.

As soon as he left I got online an ready over 100 complaints with the same story from consumers getting the same treatment from this company. I will never ever use this company and will make sure family, friends are aware of what unethical business practices this Luna company uses.

#508163

WELL I NEED CARPET AND WAS GOING TO CALL LUNA BUT WON'T BE NOW. I HAVE SEEN TO MANY COMPLAINTS. THANKS INTERNET YOU HAVE DONE YOUR JOB AND PROB SAVED ME A LOT OF MONEY

#338711

I got my carpeting about 3 months ago and I don't see any wearing which I wouldn't expect since carpeting lasts so long. But I did notice that the carpeting I bought is not at all as nice as the carpet that was replaced.

I suggest that when the salesman comes, have your own samples on hand to compare. There is just not enough strands of carpet. Maybe Luna has them make their own carpets with less material? I would have realized this if I had my samples from the locals.

Do yourself a favor and have those samples. All stores would offer the financing.

#197796

This is a very typical Luna response. I have the exact same problem.

Carpet installed in April and I called in June b/c it was already in bad shape. I was told it was "Normal wear and tear" and nothing could be done. 2 months...I wasn't aware carpet was a disposable product. Now at a seam pieces are coming out and they are going to replace a 12x4 inch piece of carpet.

That'll look great I'm sure. Since that appt I have pieces unravelling and honestly don't know if i want to waste my time hearing its "wear and tear"

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