Welcome to Luna Flooring Community

Installers refused to install stairway carpeting because it was too "cold". This is an inside staircase with temps at about 65 degrees.

I had a similar staircase done during Feb. a few years ago, with no issues. When ordered carpeting from salesman Jon he assured me that there would not be any issues with install. Apparently, installers arrived too late and simply didn't want to do the job, since it would go past 6:00 pm.

Anyway, when I complained to customer service I was treated like a child by James and no one was willing to provide me my credit for overpaying my deposit. The national call center stated that someone would call me by the end of the day to rectify this, but I'm still waiting for that call and refund.

Not only was the salesperson uneducated about Luna's products, but Chicago's local customer service was rude and never even bothered to assist me. Still waiting for my money returned for a breach of contract.

Must say the choice was mine. But, I was given 2 choices at the time and thought it should be fine.

It's been a year since my carpet has been installed. It looks worse than the carpet that is still in 2 of my bedrooms which is 20 years old. I hate it.

I will not do business with Luna again. Folks go local!

need a appointment called they hung up

Luna is the worse company I've had to experience. I had hardwood steps installed in April 2019 and the installers left my walls with nicks and dirt all over the area they were working in.

After several phone calls and promises that this will be taken care of, its October 2019, and my walls have not been repaired. An area supervisor or should I say, liar, continually texted me and asked for pictures. I did everything that was asked of me, only to get someone to finally come out to do the repairs in September 2019!and paint and to find out they were at the wrong house for the pictures that were sent. What kind of business is this?

The painter reached out to Luna and I haven't heard back from the painter or Luna. I have left messages again and no response. The painter did say that my entire walls have to be painted or it won't look right new paint on old paint. My house is a couple years old and to have the installers come and mess up is unacceptable.

I would not use Luna again or recommend them or their counter partner Empire to anyone!

I'm going to contact their credit card bank to see if they can deduct from my balance so I can have my walls repainted before my family comes for Thanksgiving. #awfulcompany #runaway #liars #sloppywork

I would not recommend this company to my worst enemy. First, they installed the wrong trim with my laminate flooring on Monday.

Not to say they made so many mistakes in the trim around the fireplace and walls. Secondly, on Tuesday the carpet installers came out and didn't carpet the steps because they did not have enough carpet to do the work order. Third, they were to come out today and "no show" because our order is not in the system; and the customer service agents can not get anyone from the Baltimore Office to answer the phones to find out what is going on. Last, my representative Darrell has no idea of what's going on.

Ms.Mckenzie confirmed that the carpet people were coming today on yesterday.

And the corporate office confirmed that they were coming out tomorrow to complete the repairs of the laminate flooring. NO ONE KNOWS NOTHING!!!!!!

if you want a good laugh listen to their sales people try to explain to you why you have to pay triple for their floors even though they are the exact same quality as everywhere else

Flooring has separated at the end the narrowest part of the board leaving a gap in between needs to be moved back and secured

Yes I really want to like report it somewhere where it counts possibly hit their bottom line. They were incredibly rude to me.

The drivers told me they were not taking off shoes yet I have whit carpet. I reduced the rooms for carpeting yet driver insisted on charging me 711 when I only owe 250. I will never sho with them. I will look to joe black down the block before then.

I used a small vendor to clean carpet and he was excellent. They lost a customer.

First of all, I should have done my homework, and check the reviews on luna/empire carpet and flooring....long story short. This company is very unprofessional, I purchased carpet, and part flooring, the completion should have been Aug.9 2019..as of todays aug 23,my floors are still not down....it started the installers did the carpet,living room,and dining room,including the the stairs,the installer left the old carpet on the top step fail to remove carpet, then they left other work unfinished.

Icalled complain,they told me an investigator would come out,never did..so the floor installer came,they couldnt install the floor due to the carpet unprofessionalism.plus they came with the wrong color of flooring... I took off work to be here for installation they lie about arrival appointment, I was told they would come morning, they came late at nite.when you call there no one has answers..most of all no concern for the customer whst so evet...So I sdvice everyone to research.and check your reviews before investing in this company.

Trust me you will regret it..still waiting. Job#DL2761C-581****

We contracted Luna to replace tile in our basement bathroom as well as level the perimeter of the basement floor to lay carpet down. TWICE they came to do the first part of the job (tile install and floor leveling) and BOTH times the crew did not have the materials needed to do the job.

BOTH times I sat on the phone for over an hour where I was told “management could not be reached”. After the first installment attempt failed, I was promised the next installers would have all of the materials and info needed to complete phase one of the job I had paid for. The very next week, the installation team showed up WITHOUT the needed materials AGAIN. That’s 2 days of my time, waiting for them to show up, keeping my kids out of activities to be here for the installation, for them to come unprepared and without a resolution to get the job done.

This is the most incompetent company I have ever dealt with. I had to call repeatedly to get anyone on a position of authority to speak with me.

Even after that, they still came unprepared. Hands down, this is the WORST experience I have ever had with customer service of any kind.

They gave me a window in which I requested a specific time. I spoke with manager verified pricing.

Installers try to collect $ $500 more after I repeatedly told them it was incorrect. Installers also refused to take off shoes.

Please never use this company. They are horrible and very unprofessional.