Reply by Luna Flooring

Dear customer, we take your concerns very seriously and regret to hear that your carpet is not meeting your expectations, and assure you that we take your concerns seriously. Please email your contact and account information to care@luna.com so we can follow up with you ASAP. Thank you, -Luna Customer Care
Author's
149 views
Verified Reviewer

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

New Reviewer
0 comments
1.3

I had Luna replace the 13 year old carpet on my second floor in June of 2019 and it was a fiasco from the start. The salesman showed samples and would not leave any.

I chose a color that had the words moca and coffee in it because of the brown tint. When the installers showed up they began to unload a basic GREY carpet that was not the same as the sample I originally selected. The color was different and they were sent away. I was contacted by the salesman who did nothing but make excuses and texted me photos of a carpet that had a brown appearance to it.

I rescheduled for the installation and when the installers showed up the carpet had a tag on it with the words “mocha and coffee” but the carpet still appeared too grey. I felt it was the same carpet they originally showed up with with a different tag on it. So I reluctantly allowed the installers to proceed and they were done in a few hours. The carpet color was not exactly what I had imagined but I figured I would “Deal with it.” So fast forward almost 6 months (11/25/2019) and I started to notice excessive matting on the stairs, in the hallway, bedrooms, and outside of the bathrooms.

After vacuuming and vacuuming it was obvious that the matted areas were becoming permanent since you could see the area where people have walked. It simply looks horrible and old so I contacted Luna for assistance. I spoke with several people, including a supervisor, who said that high traffic areas were not covered under the warranty and that I would have to pay over $1000.00 for labor if they were to replace the carpet. I asked about the 6lb 7/16 padding that they put down and was told “You should have purchased a better passing.” I was amazed that these people would not assist me with my concern.

They didn’t even ask for my pictures or offer to send someone out to inspect the matting and permanent tracks that were in my 5 month old carpet. I have since contacted my credit card company asking for assistance and they offered a temporary credit while the matter is investigated. Several days after my CC company initiated the investigation and issued the temporary credit I was contacted by A Luna representative who basically threatened to ruin my credit and seek legal action against me for “Non payment.” I became very upset and told him that they left me with no choice but to contact my CC company for possible assistance and that if anyone should be getting sued it’s them.

I’m leaving in the hands of my CC company and hope they will find in my favor so I can immediately have another company come out and replace this garbage substandard carpet. Dead

Product or Service Mentioned: Luna Flooring Carpet Installation.

Reason of review: Not as described/ advertised.

Monetary Loss: $2600.

Preferred solution: Replace carpet at those expense with something better. I am willing to pay for an upgrade OR they can just refund my money and have their carpet mba k. .

Luna Flooring Pros: Installers worked hard.

Luna Flooring Cons: Follow up after the sales and warranty support.

Do You Have Something To Say ?
Write a review