Luna Flooring's reply to:

This has been the worst co to have carpet installed

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 care@luna.com for further assistance, thank you. Be sure to mention PC in the subject line, thank you.
ID
#1325130 Review #1325130 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
Loss
$3000
Preferred solution
Full refund
New Reviewer

First they send ONE person to install my whole house, which took him almost 8 hrs. I had to remove every item from each room, so you can only image what my house looked like.

After the installation I found so many hard lumps under my carpet. I contact Luna they sent out a crew to inspect, only to find they are hard clumps of plastic made into their padding. Well they were only aloud to fix one because when they went to move my bedroom dresser, first of all they opened my dresser drawers, you talk about invading personal space! Well anyway when they lifted the dresser they pick it up by the drawer and we all know what happened, yes, it broke.

I told the Luna crew to pack their things up and leave my home. I've tried contacting Luna right then and their. Of course I was told someone will be in touch within 24 hrs. Well its been 3 days, no call.

I'm on hold with then as I type this. I put a call in right away when this happened, well as of right now (3 days later) I had to call them and yes I'm on hold as I'm typing.

Luna Flooring's reply to:

I needed carpet and laminate on my floors

Dear customer, we know your time is valuable and 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 care@luna.com for further assistance, thank you. Be sure to mention PC in the subject line, thank you.
ID
#1317700 Review #1317700 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
New Reviewer

Luna wants your payment before the work in done. Carpet installers was great installers was great. Flooring guys discovered after pulling my floors up that my floors are uneven and possible asbestos so they left my floors in a mess and no one can called me back so I can get my money back.

Never again will I work with Luna

Luna Flooring's reply to:

No show of installers and NO CONTACT

Dear customer, we know your time is valuable and we regret to hear about your experience. We'd like to follow up with you, but are unable to locate your account. Please email us at care@luna.com for further assistance, thank you.
ID
#1316476 Review #1316476 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Let the company propose a solution
New Reviewer

We executed an agreement for new carpeting and linoleum tile. the carpet guys came and went as promised. No problems.

I was scheduled and was expecting an installation of the linoleum tiles on Friday, July 27. I received a call mid-morning, advising that installers would be at my work site between 2 and 3pm that day. No problem. I left work to meet them at the site.

At 3:45 I contacted customer service to request info, since the crew hadn't shown. Representative checked with crew, said they were having trouble with change orders at their current installation but assured me I was still on their schedule for that same day, around 6pm.

That was kind of late for a Friday eve but I wanted the installation completed and I stuck around the work site. By 6:15 CDT we contacted customer service and asked for an update. We had to leave a message - no contact back.

I was expecting contact to be made Saturday morning. Around 9:30 am I contacted customer support to ask for an explanation and info on next steps. The representative said a manager would call me back to discuss further.

Guess what? No call back.

Now it's 9:30 CDT on Monday, July 30 and I STILL have no contact back from Luna.

This is customer service? Like most folks I can deal with adversity, since I know that circumstances arise for installers, but it's not rocket science to notify the customer, who is patiently awaiting a work crew that never showed up. You have my telephone and email contacts....why can't they be used?

Luna Flooring's reply to:

Horrible

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
#1315261 Review #1315261 is a subjective opinion of poster.
Service
Luna Flooring Installation
Reason of review
Bad quality
New Reviewer

Don't put a deposit down if you might have to cancel. Discovered asbestos tile underneath wood tile that had to be removed before installation. They only give you 5 days to receive deposit back if you have to cancel.

Luna Flooring's reply to:

Is you value your time don’t use Luna.

Dear Customer, we're disappointed to hear that you feel this way. Please email your concerns and contact information to care@luna.com for further assistance, thank you.
ID
#1314369 Review #1314369 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
New Reviewer

If I could give a 0 stars I would. STAY AWAY IF YOU VALUE YOUR TIME.

Day 1: they called to say I was the first appointment of the day. Then they called and gave me a window of 10-12. When nothing by 12 I called and they said ya sorry, 12-2. Again at 2 there was no one and I called and they said 3.

That's when they finally showed up, but that was all from me calling them... never did they have the customer service to call me. The installers they sent could not complete the project so the Project was not completed. Now we come to yesterday.

No one calls in the morning to give me a window so I call-9-11. I call at 10 to check the status and they say well, now 12-2. At 2 I call and they say 2:30. No one shows so I call and they say someone will be there by 3:30.

That also does not happen and when I call they say the installers are on the way. About 20 minutes away. Call back around 4 and they are not sure but should be there any time. So they finally arrive at 5 and they have no product.

They thought the other installers left the product but that was not the case. So this morning has also been a myriad of ineptitude. They told me yesterday they would be at my house by 9:15 but showed up at 10:15 with not enough product. I am not sure how they run this business.

I do not have the time to waste days waiting for them to arrive.

If you have lots of time... go with it but if you value your time, know that Luna does not do the same.

Luna Flooring's reply to:

Taken advantage of

Dear Customer, We're sorry to hear this, and we'd like to further address your refund 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
#1307711 Review #1307711 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Cons
  • Took advantage of me i signed nothing
  • Cancellation service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$617
Preferred solution
Full refund
New Reviewer

A bunch of sharks. Salesman gave me a price.

I said OK, and he did some paperwork on the phone. I never spoke with anyone on the phone. Papers came in the mail the next day, fed ex, indicating "phone".

I paid a deposit of over $600, I then found out that the drywall wasn't going to be finished before the installation date. I just canceled the order and was going to reorder when the walls were done.

They never told me about right to cancel.

They kept my deposit money and I am 75 years old. If they took advantage of me, they will take advantage of you.

Luna Flooring's reply to:

No show from Luna after scheduling an inspection .

Dear Customer, We'd like to 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
#1287210 Review #1287210 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service

A moisture barrier was not installed with my carpet as ordered! I spoke with a representative who then spoke with the Warehouse prior to them coming out for the original installation.

Afterwards I spoke with a representative again who figured out what the problem was and where they went wrong and said that another representative will contact me to schedule and inspection.

He did early in the morning and stated he will be there late in the evening which she never showed up!!! Lost time and wages.

1 comment
#1521193

This company really sucks, I had an appointment scheduled to install flooring. A salesman came to my home and showed me a few samples.

After viewing I was not ready to install now, so he said that if you leave a deposit you can lock in the rates as they may change when you are ready. I asked him will I get my deposit back if I cansel and he said yes. Well, situation changed and I could not get it installed, so, I canselled. Now after calling several times and completing an online survey.

I still didi not receive my refund. i even spoke to an associate today and stated that I have not received my deposit yet. She informed me that someone called and left a message that I will not receive my deposit back. I informed her that I will launch a complaint and she said to hold on and I will get the person who tended to you to call you back and try to solve the issue.

Still I didi not receive a call back, so, I am posting this complain.

I will never use Luna again and will not recommend them to anyone as they are thieves wolf in sheeps skin and unscrupulous. They are scam artist.

Luna Flooring's reply to:

Incomplete installation

Dear Customer,We understand your frustration and the inconvenience this has caused, and we’d like to further assist you. Unfortunately, we’re unable to locate your order with the information in your post. Please email your concerns and order information, including phone number and street address to care@luna.com. Be sure to mention PC in the subject line. We look forward to further assisting you.Thank you.
ID
#1283938 Review #1283938 is a subjective opinion of poster.
Service
Luna Flooring Installation
Reason of review
Poor customer service

Like many before me, Luna arrived later than expected without enough carpet to complete the job, which they failed to mention until they were packing up to go. They promised that someone from customer service would call and schedule an appt within a day or two to finish the job.

No one called. I had to call them twice & was given a lot of excuses and promises to call back.

No one has called. They’re the worst company I’ve ever dealt with and I regret hiring them at all.

Luna Flooring's reply to:

Did NOT install the ordered product

Dear Customer,We understand your frustration, and we’d like to further assist you. Unfortunately, we’re unable to locate your order with the information in your post. Please email your concerns and order information, including phone number and street address to care@luna.com. Be sure to mention PC in the subject line. We look forward to further assisting you. Thank you.
ID
#1283459 Review #1283459 is a subjective opinion of poster.
Service
Luna Flooring Installation
Reason of review
Bad quality
New Reviewer
Luna Flooring - Did NOT install the ordered product

I am remodeling my basement and I spoke with several companies but decided to go with Luna. After placing the order...

Days Later a competitor called me and asked if they were installing a moisture barrier! I didn't know so I called and spoke with a representative who put me on hold for several minutes to speak with the warehouse, returning asking if I wanted it that it would not be a problem and there would be no extra charge. Cool. The installers came in the specified time frame and begin the installation but I didn't see a moisture barrier and when I inquired about it they stated that they were not informed to install one.

Of course... This is late in the evening and the company was closed, so on the next business day I called and spoke with a representative again who will verify everything that I stated previously and said that another representative will call to help resolve this issue.

Thus far I have not heard anything else and we are experiencing very humid days now! I am not satisfied with the customer service and will not be recommending them to any of my associates and will be seeking a legal remedy to this issue.

Luna Flooring's reply to:

Installation from ***

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
#1283014 Review #1283014 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service

First no call the day before to set installation time." Call the morning of and we can narrow it down. But it will be between 8 and 6"

Second get a recorded call

" installers will be there between 8-10". 12 pm now show. Called customer service three times, got hung up on once. I wasnt nasty until the *** on the other end was. Finally installer showed up around 1:30. Promptly informed us that he couldnt finish the stairs from previous day because " he wasn't getting paid for it."Called customer service again. Nice pleasant woman named Nicole was very helpful. Because of earlier problems i was informed that they would help put our thing back in the house.

Lastly at 630 we were informed that " they didnt have enough carpet " to complete the job.

I would not recommend this raggady *** company to anybody. Be prepared to spend days waiting for a complete job. Not only that, once you complain dont expect to get anyone on the phone. Was on hold for 40 minutes. Called from my cell phone got connected to voicemain in less than 1 minute.

Luna Flooring's reply to:

Not a good experience.

Dear Customer,We regret to hear that you were unable to speak to someone in regards to your concerns, and we'd like to further assist you. Please email us at care@luna.com with both your account and contact information. We look forward to hearing from you.Thank you,-Luna Customer Care
ID
#1278307 Review #1278307 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Bad quality

We hired Empire 15 years ago and they did not do a great job. They installed my laminate flooring with a separation bar between the dining room and living room and it is a tripped hazard. They didn't even bother to level the floor. I should have paid more to get it done right but well, charge to experience.

15 years later, I hired Luna. They promised to level the floor. The installation day comes and surprise, they didn't have materials to level it! They will install it if I approved that there will be a gap between the floors and the doorway. The worst of all, I couldn't contact the agent who I talked with. It all go to voicemail and he never came back to me up to this day. I tried to contact the 1-800 but it's too hard to get to the proper agent that handle my account.

Initial price for the installation they quoted me for living room using LVP + 3 bedroom carpet is $4,400. I called them to changed the order from carpet to LVP and they quoted me $6,200. Then I contacted a private contractor from Thumbtack and they only charged me $1800 for the labor. I bought the materials for $1500. That's $2,900 difference.

I cancelled my Luna's installation through voice mail again because nobody is answering my call. And I am still waiting for the refund of my down payment.

Yup, they are the same company. I should have known. I will not hire them ever again.

Luna Flooring's reply to:

Did not show up on scheduled install date

Dear Customer, We understand your frustration and the inconvenience this has caused, and we’d like to further assist you. Unfortunately, we’re unable to locate your order with the information in your post. Please email your concerns and order information, including phone number and street address to care@luna.com. Be sure to mention PC in the subject line. We look forward to further assisting you. Thank you.
ID
#1266338 Review #1266338 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Poor customer service

Received msg that product did not arrive. House is packed up ready for install and pretty much unusable.

After reading reviews I see I should not have gone with Luna. Need resolution ASAP

Luna Flooring's reply to:

Pathetic, Unprofessional, Unqualified

Dear Customer,We've read your post and we're disappointed to hear that your laminate floor is not meeting your expectations. We would like further assist you, but are unable to locate your account with the information provided. Please email us at care@luna.com with both the phone number and street address listed under your installation. We look forward to hearing from you. Thank you.-Luna Customer Care
ID
#1257510 Review #1257510 is a subjective opinion of poster.
Service
Luna Flooring Laminate Installation
Reason of review
Bad quality

Had laminated floors put down last year October 2017 floor separating, buckling separating. Instead of owning their ridiculous unprofessional work they make excuses and lie as to why it’s happening.

I DO NOT RECOMMEND THEM TO NO ONE WORST UNPROFESSIONAL SERVICE EVER to include the clueless *** supervisor Mrs Angela.

Rest assure I’m going to court on this one with pictures and all. No need to contact I’m tired of talking to a business that scam money.

Luna Flooring's reply to:

Carpet bulking

Dear Customer, We understand your frustration and we’d like to further assist you. Unfortunately, we’re unable to locate your order with the information in your post. Please email your concerns and order information, including phone number and street address to care@luna.com. Be sure to mention PC in the subject line. We look forward to further assisting you. Thank you.
ID
#1253505 Review #1253505 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Warranty issue
New Reviewer

This is the second time I've had to contact them about the bulking. This time they said I would have to pay $300.00 because I haven't had it professional cleaned.

My carpet is not dirty. I don't have a lot of traffic in my house and everyone who enters where the carpet is has to remove their shoes. Therefore it doesn't need cleaning. I probably would have it cleaned sometime in the near future but I need that bulking fixed.

Evidently the people laying the carpets don't know what they are doing. I don't think it's fair to charge me for a product that's on a lifetime warranty. l would rather have this carpet removed and buy new carpet before I give Luna a dime.

Very disappointed in them. Will never get my business again and I certainly will never recommend them to anyone.

Luna Flooring's reply to:

A total botched job.

Mrs. Bryan, We understand your frustration, and regret to hear that you remain unsatisfied with your installation. We've located your order, and we'll be following up with you shortly to discuss your concerns, and start working on a resolution. Thank you.-Luna Customer Care
ID
#1249641 Review #1249641 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Work Experience or Job Application
Loss
$3600
Preferred solution
Full refund
New Reviewer
Luna Flooring - A total botched job.
Update by user May 07, 2018

https://photos.app.goo.gl/YJ5gPF1hGxbL7ohj9 View this video

Original review posted by user May 07, 2018

Per my conversation with Luna, last Saturday May 28th, I have had many things go wrong with this installation. Let's begin with the carpet.

Wrong address coming late calling us early in the morning five times, still can't understand how to find my house. They also called my sister-in-law five times she has reported this to me. Very embarrassing. After showing up they were double-booked because the kitchen people to lay the plank came the same time that the carpet people came.

They were scheduled incorrectly. The people to do my kitchen could not work on it because of the carpet people laying the carpet. So they decided to hang around loitering in my house, walking up stairs in my bedrooms and down to my daughter's basement apartment for no reason, distracting and disturbing the carpet people. Then the carpet contractors were we're no longer paying attention and covered my vent with the rug and used excessive pieces cutting off and wasting carpet all the time I'm watching this.

They never returned to fix the problems they glued the linoleum floor to the edge of the rug and it had to be pulled apart and fixed. Now when the plank people return to do the kitchen 2 days later after not showing up the schedule day they came and use the wrong border. Extra large White excessive borders. They do not blend with the wall or the wood plank.

They're also cut incorrectly with putty squeezed in between, a total botched job. The pictures below show the wrong things first the second set of pictures are the right pictures from my school and other places how the Border should look. At this time my husband and I are at Liberty to go for what we need to do because the business that we were given after paying so much money was unacceptable. I will be making a formal complaint and at this time we would like these things to be fixed.

Because if I go to sell this house I cannot sell the house with these things and immaturely done. Also there are pieces of the plank coming up in the kitchen because it was laid over top of linoleum in some places and then other places the linoleum was removed. A total botched job.

Mrs. Bryan