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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.

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!!

I had the Luna guys over on the 12th and 13th November 2018. The team on the 12th worked hard all day and we bought them dinner, great crew.

A crew came in on the 13th to finish one room, again I thought they were as good. As it turns out when they left I found we were missing a $200 IPOD.

I reached out to Luna and explained the situation and asked what the process was. I was told they would call me back in 24 hours. That did not happen. I called again and they told me to file a police report. I did and called then again, they took my information and said the would call me back within 24 hours, that was 7 days ago and I still have not heard from them.

I am at a loss and no one is willing to help, I believe this is the game they play hoping that I will go away.

We had carpet laid November 16,2018 and the installers did not complete the work so my wife and I have been calling Lunar and they have been giving us the run around mow here it is November 30,2018 and my wife got a ca on November 29,2018 from Luna flooring stating that a installer was coming out at 1pm on Friday November 30, 2018 and no one called or showed up at that time and we called Luna 1-800 number and they gave us the run around again. This as become a very big problem with Luna there customer service is terrible and now we are getting our lawyer involved because we already paid for a job that is not completed.

It's all online and you don't see or talk to person in person. Only person you see is the sales person and once the sales contract is signed you will never see anyone and if thee is a problem (and it will be), good luck with that.

You have to chase them to get appointment to fix the problem and if they do send guys to fix it they will be very irresponsible. They can not fix the problem and in my case they even damaged the carpet and made it worst. My carpet is still not fixed and I am fighting about this for few months. They just don't care.

All they care is take business and money from you, do the lousy job in installation and never see you or talk to you again about problem you may have with the carpet.

PLEASE do not ever deal with Luna and remember they are not cheap either. Instead go to any local carpet store.

We had the upstairs carpet replaced with wood laminate.

its not model home quality but its what we paid for with the so called sale going on at the time. I hate the way the white trim turned out. I expected better quality!

To make matters worse..the installer didn't bother asking us ahead of time if he could plug his saw in the inside hallway outlet.

This caused two fuses to burn out and $450.00 for the emergency Electrician to come out on Sunday to restore our power!

I was not happy with the poor communication with the order and zero follow up return calls from the Managers to resolve the errors!

Had Luna come out for estimate on complete first floor. They came out next day and gave estimate. They had no problem taking our hard earned money. Floor was installed two days later. Two weeks go by and floor starts to buckle. Called Luna and they sent out two installers to look at floor. They took pictures, said floor looks beautiful, but wasn't installed right. After making several phone calls, which no one ever called me back on. They were either on vacation or not in office was always the excuse I received. I called them back today and all of a sudden they just received the report. How can it go from being not installed right to moisture from wiping the floor. We used what they recommended and they are insisting it not install related. I call BS on this because now seeing these other complaints, I am not alone. Customer service is horrible, rude, and not willing to even listen to issues. If you need answers, you need to call back. To get someone to return your call is nearly impossible.

Luna, you should be ashamed of yourself as a company. If you are claiming you sell high quality products with high quality service, you are mistaking. You easily made my decision for me on the second story of my home. I paid a lot of money to have the floor installed and your reputation speaks volumes.

Now I have to wait two more weeks for Luna's third party inspector to look at this floor. This is absolutely pathetic. I had my doubts about it taking only a day and a half to complete a whole first floor level. Not to mention, installers were late first day, and second as well. Second was due to the fact, they didn't have enough materials to do the job. So, I feel they did a rush job, due to their scheduling ignorance.

My confidence in the rest of my floor is non existant at this point. I will not be using Luna again due to their lack of respect to their work and customers. First and last time using Luna.

FIX MY FLOOR the right way and quit giving me some runaround. I expect more out of a $6,000 floor.

I have had a terrible experience with your company. I had originally contacted you for a quote in mid-August, the sales person came right out to give me an estimate and take my money.

The installers came out on Friday, August 31 and installed about 80% of the carpet, but they did not bring enough carpet for the full installation.

The following week, I NEVER Heard from anyone trying to reschedule with me to finish the installation. I finally got in touch with the customer service manager in Baltimore on Wednesday, September 5 and scheduled with her for the installers to come back on Friday, September 7. No one showed up that morning. After speaking to the customer service agent, she then rescheduled for the following day, Saturday, September 8.

The installers showed up on Saturday, September 8. They took out the carpet in the last remaining room and put down padding. However, when they rolled out the new carpet for that room found that it was damaged and couldn't install it.

The following week, once again, I never received a call from your company, I had to use my time to reschedule the install once again.

This time for Wednesday, September 12. I told the customer service rep that we would not be available until after 3pm. The installers showed up at 2:15pm.

Unfortunately, the family member that was supposed to be there got delayed and could not get home until 4pm. A dispatched called me and told me that the installers were leaving and that they could not wait. The installers left at 4pm a few minutes before someone got home.

Once again, I needed to track down someone to come back and complete the job. This Saturday, September 14 the installer showed up again and finally carpeted the room, however, once again, did not show up with enough carpet to complete the job.

My house goes on sale this week and the job is still not done. No one from Luna has ever called me to ensure that the installation has gone well, or to help when the job was not completed. This is unacceptable!

I wish someone could come and tear out the carpet and give me my money and time back. I will never use this company again, and make sure that anyone that I know will not use this company either.

WHAT A JOKE LUNA IS!! OUR SALESMAN LIED ABOUT EVERYTHING, ON 9/13 LUNA SENT OUT SOME 'THUGS' WHO COULD NOT SPEAK ENGLISH TO MY HOUSE TO INSTALL CARPET...

THEY DID NOT HAVE ENOUGH CARPET AND DID NOT FINISH THE JOB.. THERE IS TACK STRIPS EXPOSED EVERYWHERE AND MY DOG KEEPS STEPPING ON THEM!! I TRY TO COVER THEM UP WITH SOMETHING AND NOTHING WORKS. THEY WERE SUPPOSED TO COME BACK OUT ON 9/15 TO FINISH AND THEY NEVER SHOWED UP.

LUNA HAD NO PROBLEM TAKING MY MONEY. 2,300$ - I WILL BE SPEAKING TO A LAWYER IN REGARDS TO ALL OF THIS TO GET MY MONEY BACK. THE CARPET THAT WAS INSTALLED LOOKS LIKE ABSOLUTE SHIT. I TRIED TO CALL LUNA NUMEROUS TIMES AND NO ONE WILL HELP AND THEY JUST KEEP SENDING ME TO SOMEONE ELSE WHO CANT HELP ME.

I HAVE TRIED TO EMAIL COMMENTS@***.COM AND CARE@***.COM - NO RESPONSE. IS THIS REAL LIFE????????????!!!!!!!!!!!!!

Installer brought wrong product. Tore up old product, left loose and cut up unsafe carpet on stairs.

Correction was rescheduled for 2 weeks later and they now said the reachedule was never scheduled. Cant get anyone to return multiple phone calls over the last 2 weeks.

the floor i purchased has buckled in 3 different places. in 2 different rooms.

I called the sales person.(Chris Brilmyer) He told me oh I know what happened and i will get some one out there right away.He called me right back and said someone will be there on Thursday on the 13th.Someone will call you.Thats a wk and a half after I called ,ok i said.Now here we are. That is today . no call no email.I called customer service.And she said your appt. is not until Saturday the 15th.

I changed a Dr.s appt. to wait for this repair person.I called the sales man no answer and hung up ,I could not leave a message.I tried sending an email using the address from his card .i could not.

no such address.LUNA S CUSTOMER SERVICE STINKS. chrisb7067@***.com

the poor experience began in the morning when no one called with a 2 hour window. first i was told they called by 9, then told 9:30, still no call.

After five calls, (when they were supposed to call me), did i find out a window. i was told i was the first install that day, which was not true (each time i called i was given a different answer.) Then, not only did the installer not call, he didn't even show up! Then i tried to speak with Luna and either no one answered the call, i was put on hold for 40 minutes or the call was dropped.

this was the worst experience with any company. do not use them.