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

Luna Flooring's reply to:

Warranty Service After the Sales Nonexistent

Dear Customer, We regret to hear that your carpet installation is not meeting your expectations, and we'd like to know more. Please email your concerns along with your order information to care@luna.com, so we may further assist you.Thank you.-Luna Customer Care
ID
#1249094 Review #1249094 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Cons
  • Follow up after the sales and warranty support
Reason of review
Warranty issue
Loss
$5000
Preferred solution
Let the company propose a solution
New Reviewer

One of the main reasons we chose Luna to install carpeting on the second floor of our home was the commitment to a quality installation and the lifetime warranty Luna said they had on workmanship. Several years after the installation we have a significant amount of bunching and need stretching of the carpet.

Our salesman specifically told us we would receive lifetime “stretching" at no cost if it was needed. I have been trying to get this done for over sixty days now.....they issued a service request number and the customer service department doesn't call back (says they leave messages but really don't) and that the local general manager needs to approve the request. When I follow up, I am told the local GM hasn't responded.

DO NOT BELIEVE THE WARRANTY CLAIM. They avoid after the sale support by deploying deceptive tactics to wear you down, I would NOT purchase from Luna again.

Luna Flooring's reply to:

AWFUL company

Dear Customer, We're sorry to hear this, and would like to help! Please email us at care@luna.com with both your concerns and account information, so we can further assist you. Be sure to mention PC in the subject line. We look forward to hearing from you. Thank you.
ID
#1247452 Review #1247452 is a subjective opinion of poster.
Service
Luna Flooring Carpet Repair
Reason of review
Bad quality
New Reviewer

This entire company is a joke. I wish I would’ve read more reviews before making such a costly mistake. From the pushy salesman who initially came to my house for a quote and fed us a bunch of lies that we stupidly believed, to the multiple repairs and *** carpet Luna is the biggest mistake I’ve ever made. Never in a million years would I recommend this company, even to my worst enemy.

They did a terrible patch job the first time they repaired my carpet, and the second time they came out to repair the exact same spot, he asked ME how I wanted it repaired. Uhh...this is YOUR job. This was supposed to go to a “supervisor” to get figured out. So I had to explain to him how to repair the carpet. That is the second repair, in the exact same spot. There was also carpet that was unraveling enough to leave about an inch gap between my kitchen and dining room.

Customer service is truly awful, at best. If I ever spoke to customers that way at my job, I would certainly be fired.

Lies, lies, and more lies. Rude, condescending employees.

I deeply regret everything about this whole experience.

Luna Flooring's reply to:

NIGHTMARE...DO NOT EVER USE

Dear Customer, We want to know more and discuss a resolution. Unfortunately, we're unable to locate your order. Please email us at care@***.com with both your contact and order information, and we'll be in touch with you shortly. We look forward to hearing from you. Thank you.
ID
#1240316 Review #1240316 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
New Reviewer

From the time the pushy salesperson ran 900 on my card versus the 100 we agreed upon to then having finance not only refund but run another 500. Yesterday was there low point.

Two people showed up who could not communicate then butchered my new trim and paint...4 feet up the walls. I sent 17 pictures could have sent 40. I have called 15 times since sent pictires and no call back 27 hours later. Cannot get any manager live.

They are running the biggest scam ever. Did you know luna and empire same company

1 comment
#1472207

Was the salesman's name Brian?

Luna Flooring's reply to:

RUN, DO NOT WALK, RUN from this company

Dear Mr. Baron, This is not the experience that we wish for our customers, and we regret to hear that your initial sales experience was not a positive one. We'll be further investigating your concerns, and we'll be in touch with you shortly to learn more. Thank you.
ID
#1238072 Review #1238072 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
New Reviewer

March 31st,2018

It started with a pushy aggressive salesman named Brian, who at one point after telling him we only wanted an estimate that day because we had no idea what flooring for an entire home costs, told us that if we wanted to know that, we should have taken the measurements ourselves and gone to Home Depot. After further insults on our intelligence, he ended up writing up a deal that had us believing we were buying a 20 year warranted carpet that ended up being a cheaper 10 year warranted carpet. My wife and I both heard him say that, but he denies doing so and from all the non-existent action from Luna itself, is backing him up as well. When I called and asked him about what had happened, he was literally yelling at me, saying he wasn't going to discuss anything because I gave him a bad review.

It is my opinion that he knew exactly what he could get away with to make the sale, because he knows nothing will be done about it from this company.

If decide to use this company, PLEASE, ask for proof of the warranty before buying any product. They did not provide it to us until well after the 3 business day exemption of being able to cancel the deal, (which I certainly would have done had I read the 10 year warranty on it).

Also, if you buy kitchen flooring, ask if they will be able to match the quarter round to your current base board. After 2 or three trips, they provided something that is acceptable,but not perfect.

On an ending note, everything I have said is 100 percent accurate.

Luna has said they have sent my position to the "executive"team to come up with some kind of agreement on all this, but after the 24/48 hour response I was told I would get, it has turned into well over a week.

Be very aware of what you are getting from this company if you decide there is no-one else.

One other thing, Luna owns Empire as well. I would use caution with them also. Luna?

The ball is in your court if you want to be a reputable company and fix this wrong. I'll be waiting.

Regards,John Baron

New Reviewer

Run around and no satisfaction

Initial flooring installed November 2013 with limited lifetime warranty. By Spring of the following year saw separations in flooring (3). Called customer service and failed to find my order. (Three rooms $7,000) I was told "because Schaumburg location was on a different system/new computer we cannot find you". Continued to make calls for over two years and finally order was found. inspector 1 comes out and admits flooring improperly installed and that the stretch in my living room would need to be replaced. (All the time I am offering the left over materials from the initial job for repair...about 10 slats.) He suggests if they don't call you quickly, you call them. I did over a week later. They lost the inspection. I was not pleased and expressed my anger without swears. Spoke to over four different reps and managers since 2014 and one ( i physically went in and spoke on phone) from Schaumburg location. This rep emails Luna and they "find" my order and record of inspection. So they send out inspector 2 with a moisture meter. (Asks me what I am using on the floor and show him a natural product for laminate and hardwood.) He says half of the living room floor will be removed and then the manager who was so pleasant before calls me and says "materials no longer available; we cannot help you". Is this fair?
View full review
ID
#1237275 Review #1237275 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Bad quality
Luna Flooring's reply to:

Re flooring deposit refund juskewicz

Dear Jill, We understand your frustration, and we'll be in contact with you ASAP to discuss the status of your refund. Thank you.
ID
#1236168 Review #1236168 is a subjective opinion of poster.
Reason of review
Problems with payment

jill juskewicz deposit refund 10 minutes ago #146****

Trying to contact your finance department with regard to a refund resolution of a deposit I canceled on March 5th 2018 for 160.00 . Impossible to get a live contact response from your customer care Name j juskiewicz 3338 41st street Highland, Indiana 46322,

Attempted contacting Krystle Munoz on numerous occasions with no success. and also to an email sent to me on April 5th 2018. Giving me a basic bait and switch runaround.

Per your T/C late cancellation policy terms I will accept the 15% cancellation fee deduction 24.00 from the 160.00 deposit = an adjusted net refund balance of 136.00 credited back to my M/C debit card used to make the deposit transaction or via company check . id 1-30******** activity

Luna Flooring's reply to:

DO NOT I REPEAT DO NOT LET LUNA INSTALL YOUR HARWOOD FLOORS

Dear Customer, We want to follow up with you and rectify this situation ASAP. Please email your phone number and street address to care@luna.com, so we can further assist you. Be sure to refer to your posting in your email. We look forward to hearing from you. Thank you.-Luna Customer Care
ID
#1228632 Review #1228632 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Bad quality
New Reviewer

We Recently had hardwood floors install. We have a repairman to our house 2 times because of 25 pops in the floor.

Their solution is to drill holes in my new floors and insert glue into the hole s which has not been effective and to cover the drilled holes with wood putty. Someone was suppose to contact us to set another appointment which has been a week and no call. Just which they would keep their word and repair our floor. We are very disappointed with the service we have received.

We did not pay to have hardwood floors installed and have holes drilled in them. Maybe this post will prompt someone from Luna to call me and correct the situation

2 comments
#1487181

Did they resolve your issue to your satisfaction?

#1487284
@PissedConsumer1487181

No it has not been resolved. We still have pops in the floor.

They have been out 3 times to fix this problem. We have spent 3 Saturday’s sitting home while they are trying to fix our floors.

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

High pressure, pushy sales person insulted me

Dear Customer, We never want our customers to feel this way, 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 hearing from you. Thank you.
ID
#1217590 Review #1217590 is a subjective opinion of poster.
Service
Luna Flooring Sales Representative
Reason of review
Poor customer service

I had Luna install carpeting at my house that I was going to sell. When I got in the new house I had Luna come out to give me a quote since they told me I was a repeat customer they would give me a deal.

Both times the salesperson was rude, pushy and told me I had to place the order right then and there. The second salesperson kept lying to me and making 'fake' calls to his manager. I could tell his cell phone was not turned on. Luna must think people are stupid fools.

The guy quoted over $6000 and I told him I had to talk to my husband and he got upset and said I had to make a decision and that I should be able to make a good judgement call. I asked him if his wife would like it if she ordered $6000 worth of carpeting without telling him. I cancelled the next day and got a nasty text from him.

Later I got a call from a Luna 'manager' who told me I would get the deal for $4600. Ripoff...please do not buy from Lying Luna Losers.

1 comment
#1458940

Was this guy's name Brian perhaps?

Luna Flooring's reply to:

Terrible salesman feel ripped off

Dear Customer, Your satisfaction is important to us, and we're disappointed to hear that your carpet is not meeting your expectations. We understand that we've reached out to you with no success, and we'll continue to follow up until a solution is reached.Thank you.-Luna Customer Care
ID
#1214850 Review #1214850 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Bad quality
New Reviewer

The sales came and we told what we needed as far as carpet since I am in a wheel chair and needed something that would hold up without matting the carpet installed don’t even come even with the hardwood floors there’s a big drop from the floor to the carpet wrong pad received a six pound and were supposed to get a 8 pound pad after just six months this carpet is horrible but I bet the salesman received the a fair amount after taking advantage of us. The salesman new I was in a wheel chair and was well aware of the hard wood floors.

The customer service has not been very cooperative they told us to have the carpet steam clean the carpet is six months old asked Luna to send a customer representative out to inspect the carpet and they sent the installer not once but twice the second installer told it was the wrong pad and possible the wrong carpet he took up the corners to look and went back to Luna and said it was wheel chair that caused the matted my wheel chair didn’t cause the noticeable seem going down the middle of my family wrong. I was ripped off by a bad salesman to make money for himself

Luna Flooring's reply to:

Pissed off

Dear Customer,
We're disappointed to hear that your concerns have not been addressed, and we'd like to assist you further. Please email us at care@luna.com with both your order and contact information, and mention PC in the subject line. We look forward to hearing from you.
Thank you.
-Luna Customer Care
ID
#1188780 Review #1188780 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$3000
Preferred solution
Price reduction
New Reviewer

I purchase a home in 2017, and it was a short sale so I had to spend money to bring the house up to code, After getting estimates on carpet and wood flooring, I decided to go with Luna since they been around, I purchase carpet and wood flooring spending over 7,000 in November of 2017, but I didn't actually move in until Jan 15, 2018, So in Feb, a piece of the wood came off, I haven't been in the house a full 2 months yet, I call Luna, and Luna sent a rep out to the house, a rep came out took pictures and said it was just a defect in the wood, So a couple weeks went by I decided to give Luna a call, The rep told me they left a voice mail 2/12/18. Which they didn't call and leave a voice mail at the time my voice was full which means you can't leave a voice mail. But they told me it was customer fault and I had to pay 255.00 to get it repair, I don't think its fair I ask the customer service rep to let me speak to a supervisor or a manager she said she didn't have one so I said where is the head quarters so I can call BBB, but she said they didn't have a head quarters I don't think this fair I spent to much with Luna to get treated like this don't ever buy from Luna they a waste of time when something goes wrong with their product.

Luna Flooring's reply to:

Luna Bait & Switch

Dear Customer,
We're disappointed to hear that you were unsatisfied with the carpet that you received. We've located your order, and we'll be in touch with you shortly to further discuss your concerns.
Thank you.
-Luna Customer Care
ID
#1183790 Review #1183790 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Pros
  • Initial response
Cons
  • Too numerous to name
  • Quality
  • No reponse to inquiry
Reason of review
Not as described/ advertised
Loss
$3600
Preferred solution
Deliver product or service ordered

I needed carpet as my house had a fire and was being repaired. I got 4 estimates with Luna being the least expensive along with the claim of the best quality in the industry.

When the salesperson, Charles, initially came out he was very nice and he claimed to be sympathetic to my situation. He knew time was an issue as other contractors slowed the project down and my insurance company was getting impatient since they were paying a hotel bill for my family until the house was repaired. Charles told me the carpet could be installed usually 24 hours from when I placed the order, and no later than 48 hours. I made a choice, he gave me an estimate, and I told him I'll let him know within a few days after Empire and others gave me their estimate.

Charles guaranteed Empire and the others couldn't match his price and he said I would be calling. During the next few days Luna Sales manager James and others called everyday(sometimes more than once) to see if I wanted to purchase from Luna. Finally Thursday James offered to take an additional $200 off if I went with Luna, so I agreed. He said Charles would be out Friday for me to finish the transaction.

I explained I wanted it installed Friday, but James said that Charles had to come out for final details and maybe it could be installed Saturday. On Friday, Charles was very busy so we agreed to finalize the deal over the phone, but first I wanted to make sure they could install it Saturday. Charles eventually explained it was too late in the day & also the carpet that I chose was not in stock & the earliest installation would be Thursday. I explained I couldn't do that.

He continued to pressure me saying that he promised if I closed the deal, he would work something out for Monday. I took him at his word. He called me back later in the evening explaining that he found a "better, heavier commercial grade" carpet nearly the same color that I chose & it could be installed Monday. I agreed & closed the deal.

When the installers showed up Monday, they had some of the cheapest low quality carpet that I've ever seen. The installer said that it would feel different with pad under it & installed. I told him I needed to speak with someone. He told me to call the sales rep, but I had to initial a paper for them to begin.

I reluctantly complied. I immediately called Charles & got his voicemail. I then called customer service, who had me on hold for a very long time and they had a prompt to leave a message for them to call me back. I left a message.

A few hours later a Luna rep called me, but they claimed to only be calling to see if the installers had arrived & although I explained the situation over again, they said I needed to speak with Charles.

Charles never called back. I'm very upset about this whole situation & I feel ripped off.

Luna Flooring's reply to:

Like buying a car but didn’t have my license

Dear Customer,
We're disappointed to hear about your experience, and we'd like to know more. Please email us at care@luna.com with the phone number and street address linked to your appointment. Be sure to mention PC in the subject line. We look forward to hearing from you.
Thank you.
-Luna Customer Care
ID
#1176470 Review #1176470 is a subjective opinion of poster.
Service
Luna Flooring Sales Representative
Reason of review
Poor customer service

Just spent three hours of my time being wasted by a Luna rep. There adds promise sales after three hours of this rep going to his car and forgetting things and supposedly talking to his boss .

They don’t come down in price . Save your time unless you like *** This is the same *** you get at a car dealer.

Rediculous!!! After three hours the price remains the same.Dont let them waste your time

1 comment
#1465435

trying to contact your finance department with regard to a refund resolution of a deposit canceled on March 5th for 160.00 . name jilll juskiewicz 3338 41st street highland Indiana 46322, please advise.Attempted contacting Krystle Munoz on numerous occasions with no succes. and also to an email sent to jill on April 5th.per your T/C and late cancellation policy terms I will accept the 15% cancellation fee deduction 24.00 from the 160.00 deposit = an adjusted net refund balance of 136.00 credited back to my debit card used to make the deposit transaction.activity id 1-30********activity

Luna Flooring's reply to:

Horrible Service/Bait & Switch!

Dear Customer,
We're disappointed to hear that you were unsatisfied with your product, and we'd like to further assist you. Please email us your concerns along with your account information to care@luna.com. We look forward to hearing from you.
Thank you.
-Luna Customer Care
ID
#1167278 Review #1167278 is a subjective opinion of poster.
Product
Luna Flooring Carpet
Reason of review
Not as described/ advertised

DON'T USE Luna! SAVE yourself from the stress!

They did not honor their "Love Your Carpet" promise. During the in-home consultation, the Luna sales rep showed me samples of what he "said" was their highest quality carpet. A week later their installation guys came to my home with a cheap grade of carpet and not the right color. I tried calling the sales rep 3 times and no answer.

I paid Luna for a high pile/high quality carpet but they pulled the "old bait and switch" tactic and installed a cheap low quality rug that sheds everywhere. I contacted Sabrina in their office 5 times and got terrible service and no help.

I gave up like they wanted me to. RUN...

Poor customer service

It is now January and still haven't heard from this company
View full review
ID
#1165958 Review #1165958 is a subjective opinion of poster.
Reason of review
Poor customer service