Luna Flooring's reply to:

Please use a different carpet firm

Dear customer, we're disappointed to hear that your installation did not meet your expectations, and we'd like to know more. Please email us at care@luna.com for further assistance.
ID
#1710182 Review #1710182 is a subjective opinion of poster.
Product
Luna Flooring Carpet
Reason of review
Poor customer service
Loss
$250
Preferred solution
Let the company propose a solution

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

Verified Reviewer
New Reviewer

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.

1 comment
#1864665

much agree

Check on partial refund

I was refunded the full amount of $67.75 yesterday. Thank you very much.
View full review
ID
#1696356 Review #1696356 is a subjective opinion of poster.
Location
Valparaiso, Indiana
Reason of review
Honest return, exchange or cancellation policy
Luna Flooring's reply to:

Poor quality carpet

Dear customer, we regret to hear about your experience, and assure you that we take your concerns very seriously. We'd like to follow up with you, but are unable to locate your account. Please email us at care@luna.com with both your account and contact information. We look forward to hearing from you.
ID
#1692265 Review #1692265 is a subjective opinion of poster.
Product
Luna Flooring Carpet
Reason of review
Bad quality
Loss
$10

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!

Luna Flooring's reply to:

Rude robert never called back

We regret to hear that you're having difficulty scheduling an appointment. You may schedule an appointment online at www.luna.com or via phone at 877-241-LUNA. If you continue to experience the same issue, please contact us at care@luna.com with your contact information. Thank you, -Luna Customer Care
ID
#1689601 Review #1689601 is a subjective opinion of poster.
Service
Luna Flooring Customer Care
Reason of review
Poor customer service
Preferred solution
i need a appointment
New Reviewer

need a appointment Sad called they hung up

Luna Flooring's reply to:

Left my walls a mess...

Dear customer, we regret to hear about your experience, and assure you that we take your concerns very seriously. We'd like to follow up with you, but are unable to locate your account. 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
#1682177 Review #1682177 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Cons
  • Incompetent
Reason of review
Poor customer service
Loss
$600
Preferred solution
Price reduction
New Reviewer

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

Luna Flooring's reply to:

POOR POOR SERVICE/REPRESENTATION/CUSTOMER SERVICE

Dear customer, we take your concerns seriously and would like to know more. Please email your account and contact information to care@luna.com. Be sure to mention PC in the subject line for further assistance. Thank you, -Luna Customer Care
ID
#1675750 Review #1675750 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Cons
  • Rescheduling of installation
  • Given the run around
  • Quality of carpet and customer service
Reason of review
Poor customer service
Loss
$3
Preferred solution
Let the company propose a solution
New Reviewer

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!!!!!!

Luna Flooring's reply to:

Dumpster fire

Dear customer, we never want our customers to feel this way, and we'd like to further discuss your concerns. Please email your contact and account information to care@luna.com for further assistance. Thank you, -Luna Customer Care
ID
#1675677 Review #1675677 is a subjective opinion of poster.
Product
Luna Flooring Flooring
Reason of review
Pricing issue

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

Luna Flooring's reply to:

Flooring issues

Dear customer, this is not the experience that we wish for our customers. We want to be able to address your concerns as quickly as possible but we cannot locate your account. Please send your contact information to care@luna.com so that we can contact you ASAP. Thank you, -Luna Customer Care
ID
#1652942 Review #1652942 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Poor customer service
Loss
$1
Preferred solution
Let the company propose a solution
New Reviewer

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

1 comment
#1809432

What type of flooring is that? How long ago was it installed?

Luna Flooring's reply to:

Incompetent installers/sales and companyd

Dear customer, we take your concerns seriously and apologize for your experience. Please reach out to us at care@luna.com with both your contact and account information. Be sure to mention PC in the subject line for further assistance. We look forward to hearing from you. Thank you, -Luna Customer Care
ID
#1637559 Review #1637559 is a subjective opinion of poster.
Service
Luna Flooring Customer Care

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.

Luna Flooring's reply to:

Very unprofessional

Delores, we take your concerns seriously, and regret to hear that your installation was not completed as scheduled. We've located your account and will be in touch with you shortly to learn more. Thank you, Luna Customer Care
ID
#1633242 Review #1633242 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Cons
  • Fact they never showed up
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

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****

Luna Flooring's reply to:

Incompetent, Time Wasters, Impossible to Speak with Management

Dear customer, we’re sorry to hear this! We want to help turn this around, but we’re having difficulty in locating the correct account. Please reach out to us at care@luna.com with both your contact and account information. Be sure to mention PC in the subject line. Thank you, -Luna Customer Care
ID
#1630805 Review #1630805 is a subjective opinion of poster.
Service
Luna Flooring Installation
Cons
  • Product not delivered
  • Unresponsive
  • Waste your time
Reason of review
Problem with delivery
Preferred solution
Price reduction
New Reviewer

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.

New Reviewer

One of many Very DISSATISFIED CUSTOMER!

Resident of Harford County Maryland. We paid $5,000 to have vinyl floor installed in our living room and kitchen. Within months the vinyl tiles started separating and gapping. The first time they came to repair them, we were told – the vinyl was installed improperly and had defective sheets. They pulled up the vinyl, reinstalled it, and fixed the gaps. Within months it was doing the same thing. I called and reported the issue again. The next time they came out, they inspected the area, asked some questions, and stated that someone else will to out after the report was filed. Didn't hear from them. I made several more calls to the company trying to get answers. Long story short, they stated that there is too much moisture in my house and that is the reason this problem keeps occurring, and they wanted to send someone out and charge me for it. I am still under my 2 year warranty, however, it is not covered. My Questions is: Why wasn’t this moisture issue found when they pulled my floors up to install new ones? I am seeking legal advice so I can sued them. I am very disappoint in this company which claims to stick by their product and work with 100% guarantee. It is very unsettling that we trusted this company. Me and my family (over 100) are boycotting this company and spreading the word. I am also retired military and I am sharing my findings with the community. I also have my family member posting an unfavorable review. One of many Very DISSATISFIED CUSTOMER! Shame on me for trusting them.
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ID
#1630720 Review #1630720 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Reason of review
Damaged or defective
Loss
$5000
Preferred solution
Full refund
Luna Flooring's reply to:

Horrible Service

Dear customer, we’re sorry to hear this! We want to help turn this around, but we’re having difficulty in locating the correct account. Please reach out to us at care@luna.com with both your contact and account information. Be sure to mention PC in the subject line. We look forward to hearing from you.
ID
#1625283 Review #1625283 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Reason of review
Poor customer service
Preferred solution
I do not want anything. No amount of money can compensate
New Reviewer

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.

New Reviewer
Luna Flooring's reply to:

Luna Flooring - Luxary vinyl plank installed
Luna Flooring - Luxary vinyl plank installed
Luna Flooring - Luxary vinyl plank installed
Dear customer, we sincerely regret to hear that your floor is not meeting your expectations. We'd like to know more, but are unable to locate your account. Please email your account and contact information to care@luna.com for further assistance. Be sure to mention...
View full review
View full review
ID
#1611652 Review #1611652 is a subjective opinion of poster.
Service
Luna Flooring Flooring Installation
Luna Flooring's reply to:

Spent $9,510.00 /please help!

Dear customer, we've read your post, and sincerely regret to hear that your experience did not meet your expectations. We take your concerns seriously and will be looking into this matter right away. Thank you, -Luna Customer Care
ID
#1606511 Review #1606511 is a subjective opinion of poster.
Service
Luna Flooring Carpet Installation
Pros
  • Initial response
Cons
  • Poor quality
  • Given the run around
  • Lying about service
Reason of review
Poor customer service
Loss
$4
Preferred solution
Price reduction
New Reviewer
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!
Luna Flooring - Spent $9,510.00 /please help!

On June 25th Jon Block came out to show me carpet.

I put down a deposit of $2,500

The installation took place on July 10, 2019.

On July 11, 2019 I discovered Nails that were left in the carpeting that were exposed and could cause damage to someone’s foot.

I called customer service and I was told that somebody would arrive between 7 AM and 10 AM on June 12, No one showed. I then called customer service again and they said that somebody would arrive between 11 and 4.

The Installer who showed up remove the nails, that’s when I showed him I my wood work. (Please see photos)

Every room of my house that has been carpeted has gouges in the woodwork. When I spoke with Rafael Who took over my case, He explained to me that when he asked the installer if this happened and the installer said “no” Rafael called me and told me the case was closed.

Luna will not return my phone calls and has made no comment on my wood work. I am unable to reach Rafael, his mail box is always full.

I had just painted my entire home, I also went though home inspection when this all took place the baseboards were never damaged.

I also have pictures to prove that.

I have spent over 30 hours trying to find someone who will help me.

I am hoping this will reach the right hands and I will have my baseboards addressed.

I have had my baseboards priced out to be fixed and we have over $3000 in damage. Very disappointing.