Luna Flooring's reply to:

Incompetent, Time Wasters, Impossible to Speak with Management

Dear customer, we’re sorry to hear this! We want to help turn this around, but we’re having difficulty in locating the correct account. Please reach out to us at care@luna.com with both your contact and account information. Be sure to mention PC in the subject line. Thank you, -Luna Customer Care
ID
#1630805 Review #1630805 is a subjective opinion of poster.
Service
Luna Flooring Installation
Cons
  • Waste your time
  • Incompetent
  • Product not delivered
Reason of review
Problem with delivery
Preferred solution
Price reduction
New Reviewer

We contracted Luna to replace tile in our basement bathroom as well as level the perimeter of the basement floor to lay carpet down. TWICE they came to do the first part of the job (tile install and floor leveling) and BOTH times the crew did not have the materials needed to do the job.

BOTH times I sat on the phone for over an hour where I was told “management could not be reached”. After the first installment attempt failed, I was promised the next installers would have all of the materials and info needed to complete phase one of the job I had paid for. The very next week, the installation team showed up WITHOUT the needed materials AGAIN. That’s 2 days of my time, waiting for them to show up, keeping my kids out of activities to be here for the installation, for them to come unprepared and without a resolution to get the job done.

This is the most incompetent company I have ever dealt with. I had to call repeatedly to get anyone on a position of authority to speak with me.

Even after that, they still came unprepared. Hands down, this is the WORST experience I have ever had with customer service of any kind.

New Reviewer

One of many Very DISSATISFIED CUSTOMER!

Resident of Harford County Maryland. We paid $5,000 to have vinyl floor installed in our living room and kitchen. Within months the vinyl tiles started separating and gapping. The first time they came to repair them, we were told – the vinyl was installed improperly and had defective sheets. They pulled up the vinyl, reinstalled it, and fixed the gaps. Within months it was doing the same thing. I called and reported the issue again. The next time they came out, they inspected the area, asked some questions, and stated that someone else will to out after the report was filed. Didn't hear from them. I made several more calls to the company trying to get answers. Long story short, they stated that there is too much moisture in my house and that is the reason this problem keeps occurring, and they wanted to send someone out and charge me for it. I am still under my 2 year warranty, however, it is not covered. My Questions is: Why wasn’t this moisture issue found when they pulled my floors up to install new ones? I am seeking legal advice so I can sued them. I am very disappoint in this company which claims to stick by their product and work with 100% guarantee. It is very unsettling that we trusted this company. Me and my family (over 100) are boycotting this company and spreading the word. I am also retired military and I am sharing my findings with the community. I also have my family member posting an unfavorable review. One of many Very DISSATISFIED CUSTOMER! Shame on me for trusting them.
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ID
#1630720 Review #1630720 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Damaged or defective
Loss
$5000
Preferred solution
Full refund
Luna Flooring's reply to:

Horrible Service

Dear customer, we’re sorry to hear this! We want to help turn this around, but we’re having difficulty in locating the correct account. Please reach out to 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 hearing from you.
ID
#1625283 Review #1625283 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
Preferred solution
I do not want anything. No amount of money can compensate

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer

They gave me a window in which I requested a specific time. I spoke with manager verified pricing.

Installers try to collect $ $500 more after I repeatedly told them it was incorrect. Installers also refused to take off shoes.

Please never use this company. They are horrible and very unprofessional.

Luna Flooring's reply to:

Luxary vinyl plank installed

Dear customer, we sincerely regret to hear that your floor is not meeting your expectations. We'd like to know more, but are unable to locate your account. Please email your account and contact information to care@luna.com for further assistance. Be sure to mention PC in the subject line, thank you.
ID
#1611652 Review #1611652 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Pros
  • Installers were cleaned up behind themselves
Cons
  • I did not like
  • Delivery and customer service responsiveness
  • Bait and switch
Reason of review
Not as described/ advertised
Loss
$1800
Preferred solution
Full refund
New Reviewer
Luna Flooring - Luxary vinyl plank installed
Luna Flooring - Luxary vinyl plank installed
Luna Flooring - Luxary vinyl plank installed
Update by user Oct 11, 2019

Still no resolution. They continue to offer me 200 dollars and keep my floor and the warranty is void or pay 700 in addition to 1800 and get new floors installed.

I neither have the time nor the resources to continue to pay the amount to reinstall the floor. I do not trust their product. I would really like some kind of resolution which is in part atleast satisfactory so I do not feel disappointed. It has been 4 months of going back and forth.

They continue to insist that there is nothing wrong with the floor.

This has caused lot of mental distress for me as everytime I look at the floor I only see the dents. I would not use them ever for my flooring needs.

Update by user Sep 03, 2019

After I posted the review on pissed customer Luna customer service contacted me but so far have refused to acknowledge that the planks are defective. They continue to insist that the looks of the plank is a distressed look(planks literally have holes in them and are not uniform) and and there is nothing wrong with them.

I explained to them that I live in a modern home and would not in my right mind would have commissioned these planks, had I known how they look. They are ready to reinstall the floor, if I pay another 700 dollars for installation and choose the material(which they will pay for). Frankly, I would not trust their product and they are refusing to do anything else. They are ready to give me a bait of 200 dollars but then the warranty would be void.

I will not use them ever in the future and caution everyone to take a good look at the product they are offering and make sure that you have an idea and are getting what you commissioned.

The sales person who sold the product to me raved about them and never once said that the vinyl plank would look like old distressed floor. I am really upset and continue to insist that they refund the money as this is not what I asked for.

Original review posted by user Aug 03, 2019

Don't use Luna for installation for vinyl planks. The sales person promised me that the planks would be smooth and gorgeous looking.

The planks are all dented and in the light look damaged. Luna send 2 people to review them, they say there is nothing wrong with the planks even with all the ununiformed denting.Luna told me if I want the new planks I would have to pay for labor.

It took a long time to get thru them also. They are refusing to help me in any way and I paid 2 grands for the installation.

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
  • Poor quality
  • Bait and switch
  • Lying about service
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

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
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
  • Drop the ball on installation issues
  • Delivery and customer service responsiveness
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