Luna Flooring's reply to:

Spent $9,510.00 /please help!

Dear customer, we've read your post, and sincerely regret to hear that your experience did not meet your expectations. We take your concerns seriously and will be looking into this matter right away. Thank you, -Luna Customer Care
ID
#1606511 Review #1606511 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Pros
  • Initial response
Cons
  • Given the run around
  • Poor quality
  • Scheduling
Reason of review
Poor customer service
Loss
$4
Preferred solution
Price reduction
New Reviewer
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!

On June 25th Jon Block came out to show me carpet.

I put down a deposit of $2,500

The installation took place on July 10, 2019.

On July 11, 2019 I discovered Nails that were left in the carpeting that were exposed and could cause damage to someone’s foot.

I called customer service and I was told that somebody would arrive between 7 AM and 10 AM on June 12, No one showed. I then called customer service again and they said that somebody would arrive between 11 and 4.

The Installer who showed up remove the nails, that’s when I showed him I my wood work. (Please see photos)

Every room of my house that has been carpeted has gouges in the woodwork. When I spoke with Rafael Who took over my case, He explained to me that when he asked the installer if this happened and the installer said “no” Rafael called me and told me the case was closed.

Luna will not return my phone calls and has made no comment on my wood work. I am unable to reach Rafael, his mail box is always full.

I had just painted my entire home, I also went though home inspection when this all took place the baseboards were never damaged.

I also have pictures to prove that.

I have spent over 30 hours trying to find someone who will help me.

I am hoping this will reach the right hands and I will have my baseboards addressed.

I have had my baseboards priced out to be fixed and we have over $3000 in damage. Very disappointing.

New Reviewer

HORRIBLE!!!! RUN NOW!!! NEVER USE LUNA!!!!!

I paid half up front. Had a salesman come out to the house, look at the job we wanted done and gave us an estimate. We waited for over a month. When the 2 men showed up for the job they took one look at our job and said they were not able to move our furniture ( which we paid for, and emptied per request). They had no clue what they were supposed to do on our stairs ( put a runner on them) which drew a red flag for me. After telling me it was Lunas fault they should have told us about your heavy furniture blah blah blah and after a few minutes of speaking with supervisors and 877 LUNA people nothing has been done. The men left and no one has returned my calls asking "What do we do now?" I will get my money back. Even if I have to head down to the headquarters myself. This is a scam!!!!! I am so upset that at this point I have googled the CEO, COO and CFO. I will be contacting them and demanding my money back for fraudulent business practice. Never EVER use them!
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1 comment
#1705142

Dear customer, we take your concerns seriously, and would like to follow up with you to discuss your concerns. Please email us at care@***.com for further assistance, thank you.

ID
#1563216 Review #1563216 is a subjective opinion of poster.
Service
Luna Flooring Estimate
Cons
  • Delivery and customer service responsiveness
Loss
$1500
Preferred solution
Full refund
Luna Flooring's reply to:

You'll Still Be Disappointed Even After Double Checking Everything

Dear customer, we regret to read your review and would like to further assist you. Unfortunately, we're unable to locate your account with the information provided. Please provide the street address where the installation took place. If you purchased from a retail location, please specify which location. You may also email us at care@luna.com. We look forward to hearing from you. Thank you.
ID
#1561374 Review #1561374 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
New Reviewer

As a first time homeowner and first time customer of Luna I was very disappointed with the service from beginning to end. I sought out Luna to have Luxury Vinyl Planks (LVP) floors installed.

I left an inquiry online to be contacted by Luna. When I was contacted by Luna it was a contractor outside of the city where I live and he was really rude. I was under contract to buy a condo and was in dire need of a contractor to give us an estimate to replace the current hardwood floors. That rude contractor said if I'm only under contract to buy it's not worth his time to come out to give me an estimate.

He was condescending and the rudest contractor I've spoken to throughout my search for a contractor. He also said I can try to contact other contractors associated with Luna but he's the best at what he does and he swears that I'll call him back after I've experienced other contractors - I did not call him back for obvious reasons. So I called corporate and they connected me to a local sales guy who visited the condo to give me an estimate. I made it clear and double checked that the sales guy included in the estimate our closet space, underneath the refrigerator and underneath the dishwasher into the quote.

I was quoted and promised by the sales guy the job can be done in four hours and will only take one day. Because the sales guy seemed nice and professional I went with Luna and had them do work for me after I bought the condo.

Turns out the sales guy lied and the contractors underdelivered. A quality company would never overpromise you something they cannot follow through with. The contractors took TWO days and they were NOT informed of our condo building requirements even though I conveyed that information to Luna's customer service and the sales guy weeks in advance.

The contractors tried to charge me extra for all the materials they were going to use to fulfill our building's requirement (cork underlayment glued down). I showed them all the proof I had via email what I communicated with their sales guy (who okay'ed everything weeks before!). Not only were the contractors not informed by corporate on how to do their jobs properly, they did not complete their jobs. There was no LVP flooring underneath the dishwasher, who knows if they even put LVP flooring underneath the refrigerator (it's too heavy to pull out and I don't want it to scrape the kitchen floors).

My dishwasher is crooked because they tried to put small scraps of LVP flooring to prop up the dishwasher. I can't even pull out the dishwasher because the contractors did something funky to the flooring. They were stingy on using the LVP floors I already paid them for to complete the job.

In addition to not properly installing LVP floors underneath my dishwasher, many of the planks out in the kitchen and living room did not "click". Everytime I step on certain pieces there's a clicking noise and a gap in between planks because of poor installation.

From my experience, I will not recommend Luna's poor customer service, poor installation, poor communication within their own company to anyone who needs quality and professional work down.

Luna Flooring's reply to:

Poor install

Dear customer, we never want our customers to feel this way, and regret to hear that your carpet is not meeting your expectations. We'd like to further assist you, but are unable to locate your account. Please email us at care@luna.com with both your concerns and contact information. We look forward to hearing from you soon. Thank you, -Luna Customer Care
ID
#1551363 Review #1551363 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Bad quality
New Reviewer

The carpet installed in all the bedrooms are poorly installed. Needs to be re-stretched over and over again. I am frustrated and wont be considering this company ever in my life.

Pissed consumer

My issue has been resolved and money refunded.
View full review
ID
#1545557 Review #1545557 is a subjective opinion of poster.
Reason of review
Honest return, exchange or cancellation policy
Luna Flooring's reply to:

HORRIBLE Customer experience 2019

Dear customer, this is not the experience that we wish for our customers and we apologize for this matter. We’d like to assist further, but we can't locate your account. Please send an email to care@luna.com with your contact information, and we'll get in touch with you ASAP. Thank you, -Luna Customer Care
ID
#1540198 Review #1540198 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
New Reviewer

*Do not use Luna

They are such a rip off I have been calling for 2 days trying to cancel service and all they are doing is giving me the run around. No one wants to refund my deposit they all keep try to match my quote from empire but the horrible customer service i have received on these calls there is no way i would eve3do business with them now or in the future

I will continue to call until i have received my deposit back. This is by far the worst customer service i have ever delt with.

New Reviewer

Unhappy with quality of product

Quality of carpet pad not what was promised/ paid for. Walls scuffed/ paint removed during installation. Told need to wait 1-3 days for call back for potential resolution. That is an unacceptable time frame.
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ID
#1526230 Review #1526230 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation

One of the most unpleasant experiences of my life

Getting carpet installed by Luna was one of the most unpleasant experiences in my life. If I could give 0 starts, I would. My carpet was supposed to be installed Thursday, 4/25/19, but when the installers arrived, they claimed they had the wrong size carpet roll. In broken English, one of them tried to explain to me it was too short. I was confused because the roll seemed like enough carpet--60 ft by 12 ft. My one-bedroom condo is 772 square feet. I wasn't carpeting the bathroom or the kitchen, so a roll that is 720 square feet seemed like enough. The installer claimed it was 8 feet too short because my living room/dining room is 20 feet long. He tried telling me this in a little English and pointing to things, so it was hard to understand. I spent over an hour on the phone with multiple people trying to get this resolved. I took a day off of work, so I wanted Luna to fix it that day. They insisted they couldn't and that I'd need to reschedule. I asked what they would do for me to make up for the inconvenience of rescheduling. At first someone told me I could take care of changing the price AFTER the carpet was installed. Are you kidding me? Haggle after the work is done?? No way. I'm sure no one would have given me the time of day after installation. Then this woman talked to someone and told me the best they could do was give me a $75 discount. $75 to take off another day of work??? Insulting. I pressed, and she insisted it was the best she could do. So I said I wanted to cancel. She transferred me to the office that would handle that. After waiting on hold for a bit, I got voicemail. I wasn't leaving a message. I'd done that before when I was just trying to get this scheduled, and no one ever called back. I wanted to talk to a real person! I called back and explained what was going on. The lady I got told me she'd transfer me to the right person. After being on hold for 10 minutes, I hung up and tried again. That time I got transferred a few times and finally reached a sales manager who offered me a $250 discount for rescheduling to Friday, 4/26. I told him I needed to be at work in the afternoon--I was running a meeting at 1:00--and he assured me the installers would be here at 8 am. Well, Friday morning at 7:15, I got an automated phone call from Luna saying my installation was scheduled for the afternoon. I pressed 0 to talk to a customer service rep. Neither he nor his manager were much help. They said they could see the note that the installation was supposed to be in the morning, so maybe the auto call was wrong. Yeah, or maybe the installation office ignored the note. I finally called a local sales manager who said he'd check and call back. After about 15 minutes of not hearing back from him, I called him again to see what was up. He said the installation office couldn't fit me in the morning. I explained this was unacceptable. He seemed insistent that he couldn't do anything, but said he'd call the installation office to get an ETA. I again told him this needed to be that morning. We got off the phone and a few minutes later installers called me to tell me they were on their way. They arrived around 9:00. As they were doing the installation, I noticed they had to seam together separate pieces of carpet, so I did a little Googling on standard carpet roll sizes. Yeah, I think the installers who arrived on Thursday actually had enough carpet, they just didn't know how to seam pieces together. So, I was totally inconvenienced by Luna because they use installers who are not trained. The installers who did the installation on Friday did a nice job, but they didn't finish up until 1:00, so I didn't make it to work to run that meeting. I'm still trying to get the meeting rescheduled, which is another inconvenience for me. If these installers had shown up on Thursday, I'd probably give Luna a satisfactory review. Instead, I'm telling everyone I know to never use Luna.
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ID
#1525191 Review #1525191 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Pros
  • Installers worked hard
Cons
  • Rescheduling of installation
Luna Flooring's reply to:

Total Lack of Responsibility

Carol, we take your concerns very seriously and sincerely apologize for your experience. We'll be in touch with you shortly to start working on a resolution.
ID
#1509902 Review #1509902 is a subjective opinion of poster.
Service
Luna Flooring Installation
Cons
  • Delivery and customer service responsiveness
  • Drop the ball on installation issues
Reason of review
Work Experience or Job Application
New Reviewer

Normally I do not complain on social media but I'm so aggravated at this point that it seems it's the only thing left to do. We had a floor installed last week.

I was SO excited! It looked great. 2 days later I'm sitting at my desk in my basement and I start hearing dripping water. I run upstairs to find a large puddle of water behind my fridge as well as water coming up through the planks.

After checking in the basement I see there is water running down the wall as well. Apparently the installers broke the water line from the wall to the refrigerator when they moved it. I shut off the water immediately and then called Luna. The first person I spoke with was very nice and understanding.

The next guy - not so much. Rude. I was told by the 2nd gentleman that someone would get back to me within 24 hours. That was on April 4th.

STILL WAITING. On a water damage issue! So I called again today and was promptly hung up on. Really?

I will make sure that I never recommend Luna and I will tell everyone I meet, should I get the chance, of how our issue has been handled and how we've been treated. Very, very disappointed.

Luna Flooring's reply to:

Constructive Criticism, Look elsewere

Dear customer, we take your concerns seriously and would like to follow up with you ASAP. Unfortunately, we're unable to locate your order. Please email us at care@luna.com with both your contact and order information. We look forward to further assisting you.
ID
#1507272 Review #1507272 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Bad quality

I had my flooring installed April 3, 2019. Some time in March a Sales Rep.

came to my house and showed examples of wooden tiles. I chose a ceramic tile. When he was working in his computer he quoted me a price and said his manager came on line and said he can offer me a $200 coupon. (My first red flag, how could a Manager immediately respond so fast.) I had a large freezer and he said he cannot give me the coupon unless I moved it.

Once removed, to call him to adjust price. I had it moved and called him; he did not want to give me the coupon. After some strong conversation both of us agreed on a $100 adjustment. I called a Customer Sales Rep.

and she said they can give me the $100 coupon. I told her he quoted me $200. I have it in my notes. (On final payment I did see they took off $200.) On day of service I received two calls from installers.

When they arrived they presented no Luna ID. No identification on their plain white truck. The lead was talking in his native language and I asked him to speak English to which he did comply. The workmen did install flooring and left a little glue on floor that I had to take my fingernail and get up (not a biggie).

They did clean up and the walk through I agreed upon. But, they never gave me any handouts about my flooring, nor product care, what maintenance I should do, or warranty information as noted on Cert. of Completion. I call the next day and spoke to a customer service rep.

who said he will send me a hard copy of my request. I'm a senior and on a fixed income and I feel Sales Rep tried to take advantage of me by not honoring full value of coupon, and I did not like installers wearing no ID. Big aggravation, big worry.

People, look elsewhere. Also, FYI Luna owns Empire Flooring.

New Reviewer

Lumps in carpet

We purchase carpet from Luma. We had it placed in the living room. dinning room, hall and one bedroom. Every room has a lump n the carpet. the living and dinning rooms have two. The hall and bedroom has three lumps.
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ID
#1499493 Review #1499493 is a subjective opinion of poster.
Location
Baltimore, Maryland
Service
Luna Flooring Carpet Installation
Reason of review
Bad quality
Loss
$8
Preferred solution
Let the company propose a solution
Luna Flooring's reply to:

Poor Quality and Service

Dear customer, we take your concerns seriously and would like to follow up with you. Unfortunately, we're unable to locate your account with the information provided. Please email us at care@luna.com with both your contact and account information. Be sure to mention PC in the subject line. We look forward to further assisting you, thank you.
ID
#1486404 Review #1486404 is a subjective opinion of poster.
Product
Luna Flooring Carpet
Pros
  • Pricing
Cons
  • Quality of carpet and customer service
Reason of review
Bad quality
Loss
$1020
Preferred solution
Full refund
New Reviewer

In August of 2017 I purchased 2 rooms of carpet. I was told the carpet would last 10 years.

After 16 months the carpet looks worse than the carpet that was replaced. The carpet is worn and flat. I called Luna in December 2019 and complained. I made several calls before anyone in "customer service" returned my call.

I had to send a receipt from the carpet cleaner I had used, which I did, then had to wait several weeks before I finally heard anything. The person I was referred to was with Empire Today. She finally sent a couple of guys to inspect the carpet. They came and agreed with me that the carpet was not wearing well and that Luna needed to do something.

I also found paperwork that there was a full 2 year warranty, which I asked about but received no answer. The guys that came out took pictures of the carpet and my vacuum cleaner and the receipt from the carpet cleaner; and said I should hear something in 24 hours. After several calls and emails, I received information that the mill had denied my claim. I asked about the warranty and was told she would talk to her GM and get back to me.

I heard nothing. I called the salesman that sold the carpet and asked to come by. He came on 2/21, and looked at the carpet and told me it was a customer service issue and he was in sales. I told him he was my last resort that no one was getting back to me and that I needed his assistance.

He got his phone and sent an email to someone, I did not receive a copy of the email. He said I should hear in 24 hours. I received an email from Empire Today on the 13th that the carpet could not be replaced at no charge; and the warranty was on installation only. She offered to send a crew out to restretch the carpet.

I told her this would not fix the wear defect. She said the mill denied the claim and there was nothing she could do about replacing it at no charge to me. I sent an email on Feb. 28 to Empire Today and to my sales rep expressing my displeasure.

I have not heard anything from them to this date. I feel they misrepresented the quality of the carpet and it may not even be the carpet the sales rep from Luna showed me. I also think the padding that was used was not what I asked for and is also of poor quality. I have received several emails from their sales dept saying I qualify for a "good deal" because of my last purchase.

Like I would ever buy from them again!!! I feel I have been lied to and cheated and it is not a good feeling.

New Reviewer

Horrible experience

They installs a totally different carpet, the one that they install is the cheapest and low quality that they have, we keep calling them with no luck, no one is able to answer our calls, very upset and disappointed
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ID
#1470945 Review #1470945 is a subjective opinion of poster.
Location
Schaumburg, Illinois
Service
Luna Flooring Carpet Installation
Reason of review
Bad quality
New Reviewer

This place is a joke .. asked about sale they have going on They said it a gimmick to get into your house. THEN THEY TRY TO FORCE YOU TO LEAVE A DEPOSIT ON A HIGH PRICE ESTIMATE !!! WHAT A JOKE

*BEWARE* STAY AWAY WHAT A JOKE
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ID
#1461860 Review #1461860 is a subjective opinion of poster.
Location
Orland Park, Illinois
Service
Luna Flooring Estimate
Reason of review
Poor customer service
Luna Flooring's reply to:

Buyer beware- worst company

Dear customer, we're disappointed to hear that your concerns have not been addressed, and we'd like to help. Please contact us at care@luna.com with both the street and phone number listed under your account. Be sure to mention PC in the subject line. We look forward to hearing from you, thank you.
ID
#1427624 Review #1427624 is a subjective opinion of poster.
Service
Luna Flooring Installation
Reason of review
Bad quality
New Reviewer
Luna Flooring - Buyer beware- worst company
Luna Flooring - Buyer beware- worst company
Luna Flooring - Buyer beware- worst company
Luna Flooring - Buyer beware- worst company
Luna Flooring - Buyer beware- worst company
Luna Flooring - Buyer beware- worst company

Luna quoted me for my kitchen of 121 square feet, a living room, hall, foyer, and 3 bedrooms. Sales guy came out measured quoted us a price pulled up the carpet to make sure no issues.....

installed kitchen, horrible job, I have picks! Didn’t tear down old floor or even put quarterround down per contract! Materials didn’t even go all the way to the wall... came back to do rear of the house was told I had Asbestos tiles.

Sales guy said not to worry he would get a crew out... never happened... then charged me a $900 restocking fee. And 1/2 the estimate for just the kitchen...

no no one will call me back and I am paying over $3k for a 122 square foot kitchen! That wasn’t even done properly!

Went to the store priced the same materials for $948... scam!!

1 comment
#1721359
Home Improvement Expert

You may try to reach out to Luna Flooring Customer Service directly via the Contacts tab and provide them with full details regarding your issue. You may also share your experience with other Luna Flooring customers via their social media networks to get a faster response from the company.