Luna Flooring's reply to:

Never use Luna flooring

Dear customer, thanks for bringing your experience to our attention. We’d like to reach out to you to discuss what happened. However, we’re unable to locate your account. Please contact us at care@luna.com with your information so we may follow up with you.
ID
#1411828 Review #1411828 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
New Reviewer

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.

Luna Flooring's reply to:

Very bad service, Luna just take money, do lousey job and never fix the problem. All they care is to get new business, make all fake warranties and never follow up with installation problems.

Dear customer, we're disappointed to hear that your carpet concerns have not been addressed. We'd like to follow up with you, but are unable to locate your order with the information provided. Please email us at care@luna.com with both your account and contact information. We look forward to hearing from you, thank you.
ID
#1385416 Review #1385416 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
Loss
$55000
Preferred solution
Full refund

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.

Luna Flooring's reply to:

Shocker!

Dear customer, we regret to hear that your installation did not meet your expectations and we'll like to know more. Please email us at care@luna.com, and include both the address and phone number listed under your order. Be sure to mention PC in the subject line. We look forward to hearing from you, thank you.
ID
#1382438 Review #1382438 is a subjective opinion of poster.
Service
Luna Flooring Laminate Installation
Reason of review
Bad quality
New Reviewer

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!

Luna Flooring's reply to:

Laminate floor buckles

Dear customer, we regret to hear about your experience and we'd like to know more. Please contact us at care@luna.com with both your concerns and account information. We look forward to hearing from you, thank you.
ID
#1369067 Review #1369067 is a subjective opinion of poster.
Service
Luna Flooring Laminate Installation
Reason of review
Bad quality
New Reviewer

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.

Luna Flooring's reply to:

Botched this one...No Customer Service...No Communication...Job still not done!

Dear Customer, We know delays can be frustrating, and we'd like to further address your concerns. 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
#1357750 Review #1357750 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

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.

Luna Flooring's reply to:

UNFINISHED JOB, TERRIBLE COMPANY, RIP OFF

Dear Customer, we take your concerns very seriously and we'd like to know more. Please email us at care@luna.com with both your concerns and contact information and we'll be in contact with you ASAP.
ID
#1357723 Review #1357723 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Cons
  • Lies
  • Fact they never showed up
  • Given the run around
Reason of review
Bad quality
Loss
$2300
Preferred solution
Full refund
New Reviewer

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????????????!!!!!!!!!!!!!

2 comments
#1588530

Mine is a real nightmare and I will be posting shortly as it will be lengthy. Everything said about the salesmen is correct..take money and disappear...unless you leave message that you are "adding" to the order.

Calls back real quick then.

Still trying to rectify my $18,0000 issue. They have the money and I have nothing.

#1588531
@PissedConsumer1588530

I’m still having issues with receiving my refund from them. They also sent a second crew out to try and fix the problem, they were just as bad as the first crew!

My carpet doesn’t even match!! Colors are different and I have tack strips sticking out so every time we go into the bathroom or living room it stabs our feet.

Horrible horrible horrible!!! I feel your pain...

View more comments (1)
Luna Flooring's reply to:

Work never completed

Dear customer, we regret to know that your experience did not meet your expectations. We'd like to follow up with you, but are unable to locate your account. Please email us at comments@luna.com with both your concerns and contact information and we'll be in contact with you ASAP. Thank you,
ID
#1357713 Review #1357713 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
New Reviewer

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.

Luna Flooring's reply to:

Complaint

Dear Customer, this is not the experience that we wish for our customers, and we'd like to know more. Please email your concerns and account information to care@luna.com for further assistance. Be sure to mention PC in the subject line. We look forward to hearing from you, thank you.
ID
#1354691 Review #1354691 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Pros
  • Pricing
  • Speed
Cons
  • Empire luna blaming each other
  • Follow up after the sales and warranty support
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

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 Bullshit

Luna Flooring's reply to:

Installer didn't show or call

Dear customer, we know your time is valuable and we regret to hear that you were inconvenienced by this matter. We'd like to know more, but are unable to locate your account. Please email us at care@luna.com with the street address where your appointment was scheduled, thank you.
ID
#1353810 Review #1353810 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service

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.

Luna Flooring's reply to:

Lied to.

Dear customer, we regret to know that your experience did not meet your expectations. We'd like to follow up with you, but are unable to locate your account. Please email us at comments@luna.com with both your concerns and contact information and we'll be in contact with you ASAP. Thank you, -ET Customer Support.
ID
#1351117 Review #1351117 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
New Reviewer

Do not use. This company lies.

Luna Flooring's reply to:

Do not spend your hard earned money with this company

Dear Customer,We'd like follow up with you and discuss your refund concerns. Unfortunately, we're unable to locate your account. Please email us at care@luna.com with both your contact and account information. We look forward to hearing from you. Thank you.
ID
#1345198 Review #1345198 is a subjective opinion of poster.
Service
Luna Flooring Sales Representative
Reason of review
Poor customer service
New Reviewer

I impulsively scheduled an appt with luna because they had Sun appts. Seth Bordan, the luna salesman came to my house and gauranteed me that based on the sq footage of my family room one piece of carpet would work and no seams would be needed.

However the day of installation, they arrived with 3 pieces of carpet. The installers were actually very helpful and patient as I tried to contact luna to resolve this issue.

I finally talked to Seth and he was super rude on the phone and said that he never gauranteed that. I am still waiting to hear back from luna about getting a discount since their salesperson lied to me.

1 comment
#1553811

Luna is a big scam! Do Not use.

Terrible everything!!! And I mean everything

Luna Flooring's reply to:

Mismanagement

Dear Customer, this is not the experience that we wish for our customers, and we'd like to know more. Please email your concerns and account information to care@luna.com for further assistance. Be sure to mention PC in the subject line. We look forward to hearing from you, thank you.
ID
#1344157 Review #1344157 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service

Poor management and poor communication. Submitted orders are left for low paid employees to handle.

Nobody follows up on anything .

Im disgusted with this company. The customer is the only one being inconvenienced.

Luna Flooring's reply to:

Worst experience with a business ever

Dear Customer, we're disappointed to hear bout the lack of follow up that you've received. Please email your concerns and contact information to care@luna.com for further assistance, thank you.
ID
#1343685 Review #1343685 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Order processing issue
Preferred solution
Send me a receipt
New Reviewer

Although the customer service department is professional. They really can only document any request, question, etc. and then they send it to some magical place where it totally gets screwed up. I am beyond frustrated, actually in tears I am so frustrated. I will never do business or recommend this company

The initial meeting was great but it went down hill quickly. I repeatedly requested an itemized list of the costs. Ultimately Luna did not provide that the sales person that came out to conduct the measurement created a document on his own to provide me with what I needed. It wasn't perfect but it was something.

The installation did not go well. They installed around moveable furniture and they did a *** job on the steps. It took 5 phone calls to actually file a complaint to get someone come out to take pictures of the problem areas.

Lastly, I require a receipt for the work to be reimbursed. After 4 phone calls I'm typing this and still don't have a receipt.

Luna Flooring's reply to:

Where to begin?

Dear customer, we've read your review and take your concerns very seriously. We'd like to follow up with you ASAP, but are unable to locate your order information. Please email us at care@luna.com and include both the phone number and street address listed under your order. Be sure to mention PC in the subject line, thank you.
ID
#1341501 Review #1341501 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Order processing issue
New Reviewer

I will begin at the conclusion, this was quite simply the worst experience i have ever had with any company ever.

It didnt start that way, but it quickly went down hill. Outdated sales tactics was a flag but we over looked it.

The scheduling started out ok, we were to have the LVP installed first, then the carpet. The first crew showed up with the incorrect floor plan, incorrect measurements, incorrect information. They couldnt do certain rooms because of leveling, which was not thoroughly checked by the sales rep. The crew had an 17-18-19 year old working with them, i put all those ages because we couldn't get a straight answer, wait it gets better. {{Redacted}} So needless to say we had to kick them out, it took 4 hours to assign a new crew which showed the next day. They worked so slowely it was ridiculous. We were supposed to have the carpet installed 3 days later. 3 days later no one shows, we call they said they were scheduled for a month later to which they tried to blame us for misunderstanding the schedule dates very patronisingly.

There was no urgency, no appolgies for their mistakes, i might add the sales rep would not respond to our texts, e-mails or calls and also tried to act like we misheard him with dates and information etc when he did respond.

Carpet crew 1 shows, with again wrong floor plan, wrong information, no updated information regarding the rooms that could not have LVP put down,. So.... they did not have enough carpet for the rooms that were on the floor plan and had missing rooms. So they didnt have rooms, not enough carpet for rooms on the plan and nothing regarding the rooms that LVP couldnt be done. Had to wait 2 hours for them to tell us they had to reschedule.

I will add, we could not get a manager to call us the entire time nor the sales rep.

I get on the phone with someone, they had all the wrong plans, so i had to go through the house and measure the rooms myself after the fact 3 crew had been here and did not update information. I was told i wont be charged for the rooms that were "added"?????

So next crew shows up, so this is the 4th crew. Again, show up with the wrong info, wrong plans. They didnt have the information that this job was paid for, so they couldnt start until they had confirmed. They called luna and they then tried to *** charge us more before starting. At that point i lost my temper. I had requested multiple times to speak with a manager or SOMEONE who had authority to do something, again NO manager called.

We are still waiting for a manager to call us a week after it was finished.

This isnt a "bad luck" situation this is poor management from the top down. They dont vet or train their crews. They dont train their sales reps, the dont follow up, they dont care about people who are spending $7000 on an install. Which once we got intouch with the sales rep he implied that there are sales purchase tiers, meaning we werrent important enough or we were spending enough for them to give a *** about an awful experience.

*** everything about this company.

1 comment
#1559472

Addition to story: I threatened to dispute credit card charges until the work was finished - within 16 hours I received and email and a call. This is so infuriating that this is the only way to get a response

Luna Flooring's reply to:

Totally disappointed

Dear customer, we sincerely regret to hear about your experience, and we'd like to know more. Please contact us at care@luna.com with both your concerns and account information, thank you.
ID
#1331769 Review #1331769 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service

Made appointment with someone to come out to measure and pick out carpet for lv ,din,and rec rooms, I agreed with cost and carpet was to beinstalled in 4 days. On day of install received call that had to cancel because they couldn't find an installer so they rescheld me for 3days later well received call saying installer was sick and couldnt make it,later in the day received call saying that someone would be out from 12-6 to install carpet,anyway someone did show up totally unannounced around 9:30 am I received call saying guys were waiting outside of building for me however as I told whomever makes appointments that this was an empty condo and to call 30min prior to arrival so I can be there,i was 45 min away,was giving thank you and said installers would wait well upon my arrival was giving phone by installer whom did not speak English and was told by someone in customer service that before any work was to begin the needed payment,after being let down and cancelled 3times I just wanted job finished,so I was about to make payment however something just didn't feel right,i wanted to see carpet I ordered,its was wrong carpet,sowas again talked to customer service whom assured me they would bring right carpet next day,well Next day new installer arrived brought out same carpet last guy did now I'm pissed after talking to what you guys calls customer service there was never anyone that spoke English the carpet samples that I picked out from estimator was sent to me and even a blind guy could see that they sent the wrong carpet. I was so upset that I just canceled the order mind you the cost I was expected to pay $2965.After all the mistakes made I received a phone call saying that the carpet they sent out was the carpet I picked , ii have been a contractor for 23yrs and have never seen such a shady business like this the only reason I went with you guys is because the customer use you guys before,as I explain to your service department Everytime someone said they would be there I had to pay $150 non refundable deposit for elevator3times + the cost of labor to send one of my guys there to wait.I will never use or recommend this company to any of my clients in the DC metro area and will make sure the BBB whom I am a member of make them aware of the service you guys provide to consumers!!!!!!!