Luna was founded in 1958 as an in-home shopping plastic slipcover company by Turkish immigrant Salamon DeZara. The company added carpet sales a few years later and launched its own TV jingle in 1997 in a bid to expand beyond its Hispanic customer base and go head-to-head with their largest competitor, Empire, now known as Empire Today.
The company offers a wide range of flooring options, including carpet, hardwood, laminate, and stone. The company is best known for coming directly to a customer’s home with samples and to take accurate measurements for more complete estimates. Luna Flooring offers limited warranties on installation, as well as product warranties.
In June 2012, Empire Today purchased Luna Flooring for an undisclosed amount.
At the end of October 2018, the company filed suit against several companies calling themselves Luna but were not associated with Luna or Empire Today.
Luna Flooring currently has an A+ rating with the Better Business Bureau and has headquarters in Northlake, Illinois.
Luna was founded in 1958 as an in-home shopping plastic slipcover company by Turkish immigrant Salamon DeZara. The company added carpet sales a few years later and launched its own TV jingle in 1997 in a bid to expand beyond its Hispanic customer base and go head-to-head with their largest competitor, Empire, now known as Empire Today.
History
The company offers a wide range of flooring options, including carpet, hardwood, laminate, and stone. The company is best known for coming directly to a customer’s home with samples and to take accurate measurements for more complete estimates. Luna Flooring offers limited warranties on installation, as well as product warranties.
In June 2012, Empire Today purchased Luna Flooring for an undisclosed amount.
At the end of October 2018, the company filed suit against several companies calling themselves Luna but were not associated with Luna or Empire Today.
Luna Flooring currently has an A+ rating with the Better Business Bureau and has headquarters in Northlake, Illinois.
I too have very unfortunate experience with the company. I did get them to work with me on the details of installation and the luxury vinyl product looked good. However, neither the product nor the company’s warranty are real. The product that was supposed to water-impenetrable leaked through in the kitchen. The floors in rooms that installer marked as office and dan are crumbling under chairs with soft roller-blade wheels. When I had them come to review for warranty repairs, they disappeared and when finally responded to a phone call, made up excuse about excessive moisture (it was not even measured). Months later, I found that no moisture was documented in their ticket and had them come over again, now they are saying it is the use as an office that is the problem even though nowhere in the warranty it is prohibited. They are irresponsible, dishonorable, and dishonest.
David, we take your concerns seriously and will be in touch with you soon to discuss your concerns.
As the other comments state, I will never refer Luna to anyone! I have submitted two tickets for a refund, due to Luna not putting in my flooring. When Luna came out to install, the two individuals looked at the old floor and said that their was possible Asbestos. After speaking with the office, over they phone, they told me that they couldn’t install. The two installers handed the phone to me and I spoke with a woman who told me that unless I had a certificate of clean air, they wouldn’t install. I said, “fine, I will cancel then”. She told me that was fine. I called back and spoke with a man at corporate and he gave me the first ticket number, 1-5604733631 on 9/23/21. He told me it would take 7-10 days for the refund and that it was canceled. On, 10/8, I still hadn’t received the refund, so I called back and spoke with Melissa who said that the first ticket had been closed, so she had to open a new one. She gave me 1-5627035597. I called again on 10/10/2021 because no refund still. The woman I spoke with said that Cash Management had not picked up that ticket yet. I called again today and the woman I spoke with said the ticket was still open and transferred me to another department where I was on hold for 10 minutes, before being put into voicemail.
I still have not received the refund and it is far past the 10 days.
Very disappointed and horrific experience. We used Empire several years ago and were delighted with our hardwood floors and experience. When we put our house up for sale in May we needed to replace our carpets and decided to go with Luna (same company). What a terrible mistake! Our sales rep was very good and were initially impressed with the prompt service. That was the end of the good experience. The installation was TERRIBLE! The installers did a LOT of damage to our home. First they carpeted over a heat/register and we had to have it cut out and fixed, then there were multiple areas of our freshly painted walls that were dinged and scraped that had to be patched and painted before our house went on the market. They also damaged a Bassett nightstand that is part of a bedroom suite. Lastly, they left a big mess in our basement with carpet remnants, garbage, and staples all over the floor. We have dogs and walk around in our bare feet and could have injured ourselves. I reported this soon after it happened and the customer service/supposed “claims” persons perpetually delayed responding to my requests to address the damages. I provided details of what was damaged in a timely fashion as well as photos. Finally today I got a response today (after almost 2 months) that the installers “denied” that they did the damage and was offered a “courtesy” 100$ credit. I sincerely believe this was a tactic to see if I would give up and just stop bothering them. At this point I believe my only remedy will be to take them to small claims court and after reading all the other comments I can’t say I am hopeful that anything will be done to address. Very very disappointed.
Kerry, we regret to hear about your experience and would like to further assist you. Please email your concerns and contact information to care@ luna.com for further assistance.
Thank you,
– Customer Care
I agree. I had floors installed in December of 2020. Great initial installation. Few months in, we heard noises in the flooring and a few chips. I’ve been calling since March 2021 and I have not had this remedied. The customer service post-installation is horrible. I will never use Luna again since this is how they treat their customers. I am very unsatisfied.
Luna is the worse company ever. If I knew then what I know now, I’d hire some other company. My kitchen floor is wood and I had a refrigerator leak. I called them and told them it was the fridge and not them and if they could come out. I had an estimator out and paid him $95.00 to price the work. Called Luna and waited three weeks. Came out and couldn’t do the work because there were other areas that I wanted done (per the estimator). Long story short, gave me the runaround for THREE MONTHS. I finally called an independent floor company who came out, gave me a price and was installed 2 days later. I want my $95.00 back. Luna did not fix my floor and I paid an estimator, hired by Luna, $95.00. Give me my money back. I’ll never call them again. Never.
Marilyn, we take your concerns seriously and will be in touch with you soon to further discuss your experience.
Thank you,
– Customer Care
I am writing in total dissatisfaction and utter frustration with the customer service of this company. The rep came out and was very pleasant took my order in July 2020. I spent nearly $5,000 on flooring for two different areas and two different types of flooring ( tile and wood plank). A week later the flooring was laid. Fast forward to this April 2021, started calling Luna for assistance with broken/damaged wood plank tile. The wood plank came apart at the steams not the surface at the steams. Called and made 3 separate appointments before anyone came out. The tech they sent came out took a picture of the damage and said “the chair did this and I will let my manager know.” Waited 7 days for a call from the manager or somebody on how we were to resolve this no call. Called customer service and was of no help. All they could do is take a message. Waited and called back an additional 3 times before leaving a direct message with the area manager. She too NEVER returned my call. In total frustration, tried the area manager one last time and reach her in mid June. Explained to her the floor was damaged and asked how could we resolve this matter. She told me, I damaged the floor by having a chair with wheels on it and it would cost me $1,000.00 to repair the floor. I told her it is only 10 damaged tiles. Then she said the tech measured the area and there was a square footage that needed to be replaced. The tech never measured the floor. I asked about the warranty and she replied its limited and for installation only. I said to her the tile were not installed properly thus the damage at the steams. She continued to say the damage was my fault and not covered. She was not concerned or attempting to assist me in getting this matter resolved. My last resort was to once again contact Luna customer service to purchase the tiles and was told they don’t sell their flooring to customers and that they would have to come out and lay the flooring. My floor is still damaged and Luna has not attempted to resolve this matter. I would not recommend this company for future business.
I had the same exact thing that just happen to me. And still trying to get a hold of someone after two months.
Spent a considerable amount of money with Luna on Carpet and Laminate flooring. I have experienced ongoing problems with the Laminate requiring a significant amount of repairs. Repair Crews have been scheduled at least 4 or 5 times and have failed to show up or even call. Getting through to customer service is beyond frustrating and all that happens when you finally speak with someone is another reschedule and another no show. Several days ago I had another no show no call for a scheduled repair, I contacted customer service and pleaded that issue be escalated to a manager as nothing has been done to resolve my issue after numerous attempts. I was assured I would receive a call from a manager within 24 hrs., STILL WAITING
Horrible customer service, cant emphasize that enough, I will never use this company again and would never recommend them to anyone.
Worst company I have ever had the displeasure of dealing with. They take your money and then if you’re lucky enough to find a phone number, no one answers. Our local market manager Melissa NEVER answers her phone. Her own installer admitted that he can NEVER get a hold of her. Customer service opens tickets and they never return your call. I feel as though you took my money and ran. We paid in good faith and I have been ripped off. I am close to calling my bank and claiming fraud! We have spent countless hours leaving messages and calling customer service to no avail. No one can help us and remedy this situation. I will be spreading on social media how horrible this company is and how it’s been hell dealing with or lack there of with Luna. This is just an unbelievable situation!! Stay far away from company!!!
This is my first time using Luna Carpet and my worst experience. I agree with previous comments that Customer Service should be considered an answering machine as they can do nothing but open a ticket with a promise of 24 to 48 hour turnaround which never happens. In a 6-week period I have submitted 5 tickets, left 2 voice mails and sent 2 emails but have yet to be contacted.
I filed a consumer complaint against LUNA with my state attorney general.
worst company I have ever dealt with. I would advise any and all people to avoid using Luna/Empire for anything. They are unreliable at best. Blew us off twice on an installation project. Customer service should just be considered a answering machine as they can do nothing but open a ticket with a 24 to 48 hour turn around which never happen. Was disconnected multiple times and am still awaiting my refund. Horrible experience
Martha, we understand your frustration, and sincerely apologize for your experience. We’ve located your account and will be in touch with you shortly to start working on a resolution.
Thank you,
-Customer Care
No offense to Martha but why haven’t you (LUNA) replied to the rest of us? I know exactly why, because you haven’t received her money yet! Martha, I would NOT give them any money, go through someone, anyone else. Not one good review on here:)
This company is a joke. We had a salesman, Brandon Dodd, 630-600-7077, come out on 04/13/21 to give us an estimate on a powder room floor. He appeared to be a really nice guy and we liked the product and the price so we signed up to have it done. We paid a deposit of $165.87 and the installers were suppose to come on Tuesday April 27th to install the floor, they would call with a time window. By 11:00am I had not heard from them, I called customer service and that is when the nightmare commenced. The rep said they would call the installers and put me on hold. When she came back she said the installers hadn’t made out their schedule for the day but when they did, they’d call. Mind you, it’s 11:00am the day of the install and they haven’t made out their schedule yet, seemed strange to me but ok. I didn’t hear from them but 1:30 or so so I called customer service again and was told, they will call you in 15 mins. No call. I call Brandon he said let me talk to them and i will call you back, no call back. I called customer service at 3:00ish and was told the installer will call me back. No call. At 3:30 customer service called back and said “the installers are no going to make it today, we need to reschedule, what would be a good date?” I said today would have been a good day as I had taken the day off of work to wait around for the mysterious installers. The rep apologized but there was nothing she could do except reschedule me. She rescheduled me for Saturday May 1st with a window of 8-10am. I called back wanting to know why i wasn’t scheduled for first thing the next day, chatted with a rep who open a “ticket” with corporate and they would call me in 15 mins. No call. I called back and was then told it would take corporate 24-48 hours to call me back. I received a call the next afternoon/evening from Selena (?) who apologized for the situation but there was nothing she could do but she did see i was on the schedule for May 1st between 8-10am. I said I didn’t have a lot of confidence in that as i was on the schedule for April 27th also and no one show. Come May 1st, no call, no installers. I called at 9:15, was told the installer would call. No Call. I called around 10 and was told the same thing. I called around 12:00pm and was told the same thing after being disconnected several times. at 12:35 customer service called and said the installers are not going to make it today we need to reschedule you and the next availability was May 15th tentatively. As you can imagine I was very upset, but again the rep understood my pain but there was nothing they could do about it except reschedule me. I asked for a supervisor and was connected to a women name Viri, (no last names here because they won’t give them out). In my frustration over this fiasco I did use a swear word once as an adjective, not directed at her, and she told me to “keep it professional”. I only wish Luna would have been professional. Viri, open a ticket but as it was Saturday I would not hear anything until Monday May 3rd, 12:40pm at the earliest. I never received a call Monday, I called customer service again there was nothing they could do but open another ticket. You see the pattern here I hope. I received a call from Victor, ID # 2585 (again no last names). I told him the whole story and that Luna was in breach of contract and I wanted to cancel and get my deposit back. He apologized, understood my pain but he if i agreed to the install he would give me $100.00 off. i said you could do it for free but if your installers don’t show that’s not going to help me so just cancel the contract and return my deposit. He agreed and would start the process, gave me a confirmation number 15241327811, and said it could take 7-10 days but usually takes 2-3. Guess what, still don’t have my deposit back! Called back today to see what the story was and actually got Victor again. After checking on the status, he wasn’t sure why i hadn’t received it, he was sorry for the inconvenience, and he would open a ticket with “cash management” which they would respond to in 24-48 hours. When i asked to speak to a supervisor i was told there was no one i could speak to except to go back to customer service. Sat on hold for 42 mins with them and the call was disconnected. Now I know this is a long, long complaint and probably painful to read, but just imagine my pain in having to actually live it. As I said in the beginning, this company is an absolute joke, and not funny one. I have told any and every person i know to never use Luna/Empire ever. Your customer service department might as well be an answering machine, they can’t provide any service other then answering the phone and opening a ticket.
Well since Luna deleted my review and I am now for some strange reason, I am unable to rewrite it on my own review so I shall write it here. I basically have he same story, this place is a joke with a bunch of con artists and liars for owners, supervisors and employees. They did our our engineered hard wood flooring installation so badly, they left very noticeable spaces between the boards and there’s a large area that sinks in when walked on. We have been in contact with them several times over a 3 month period and of course, just like every other customer, have gotten no where. They don’t call back or do anything they say they will. No surprise there. We’re remodeling our house to put on the market and because of Luna, it remains at a standstill. They must think I’m going to let this go and let them keep my $5,300 and I guarantee that will NOT be the outcome. Also, if you scroll up, they claim that in 2018 they filed suits with several different companies claiming to be Luna. I would love to see proof of that because I call LIARS! We used them two other times, the first time merely because they financed. We used them again for carpet about 3-4 years ago. They did just ok but left a huge mess both times. I did not complain as I didn’t want to get anyone in trouble. I definitely should NOT have used them again especially for the amount of money and material which they are incapable of installing correctly. I have never seen anything like this with any company! They won’t get my business ever again and they will NOT get away with this. I WILL file a suit!
I started my process with Luna on 3/24/21. When the sales Rep came to my home, Angela Jaeger she quoted me a 20% discount for all the flooring in my home that included LVP for my stairs and 3 bedrooms with carpet. The contract was drawn up that way and she emailed me what my total price would be with the discount so I signed the contract. We scheduled the install for 4/12 for the carpet and 4/13 for the LVP flooring. I was told that the process would be smooth and easy and at anytime I can make changes to my order with no problems. She made it sound wonderful. I contacted her directly to make a change we wanted carpet on our stairs instead of the LVP. She came out on 4/6 to show us samples of the carpet and make the changes, We chose the carpet and she said she will take care of everything. I asked her for an updated invoice which technically I never got from LUNA, and she said I shouldn’t worry that all will be taken care of. A few days before my carpet install I get a call from customer service confirming my install date for the carpet, I confirmed twice! The morning of about 9:00am I did not get any phone call from the installer, so I called luna customer service to find out if they were on their way. After being on the phone for hours I finally get an answer that there was an Issue in the warehouse and it will be delayed for 2 weeks. On 4/13 the LVP flooring guys come to install my floors, now at this point I still do not know what my new adjusted price is for the changes to the stairs, I give them a check over the phone for the balance. The carpets guys come and do not know anything about any carpet for the stairs and dont have it on their order form. So as of today it has been a month dealing with luna and I still do not have any LVP or Carpet installed on my stairs the are completely exposed, and they took all of my money which included the price for the LVP for the stairs, I have been in contact with Yvette at the Chicago office and she still does not know what my total should be and they decided to overcharge my empire wells fargo account my over a grand!!!! I am still trying to get my money back. I need help! We have emails going back and fourth from the sales manager and Yvette. Our Sales rep ANGELA is a horrible person! She ignores our phone calls blocks our calls when all we want is what is right. How can this company do this to people. They owes us over 2 grand this is really ridiculous the treatment from these people. its beyond embarrassing for Luna to be in business, how can you take peoples money and not complete a job what is written in contact then overcharge us!! MAKE THIS RIGHT AND HAVE SOME ETHICS AND MORALS! WE ARE STILL WAITING FOR OUR MONEY BACK FOR SERVICES YOU DID NOT COMPLETE.
Dear customer, we regret to hear about your experience and would like to further assist you. Please email your concerns and contact information to care@ luna.com for further assistance.
Why would anyone waste time sending an email? We all know you won’t reply!
Concern:
I recently purchased flooring which was installed Jan 27th. The sales date with rep Nathan was 1/2/21.At that time he quoted me $1000 to complete flooring on my staircase. I told him let’s finish one section and we would circle back in a few weeks which we did. It was in March that I called him. He said one day after my install the prices went up by 50%.and now I had to pay $1500.? I was not understanding for I had recd that quote prior and it should be honored. He said it was nothing he could do or discuss. I contacted customer service for direction and attempted to get resolved with initial contact end of March 2021 and again April 2 and every week thereafter. I have left 4 v mail messages for D Block who didn’t have the courtesy to call me back. I know he recd my messages for the sales representative Nathan informed me that he did. After a few weeks of persistence I spoke with a Bobby Aguilar who stated he resolved the issue and made me an appt the next day with sales rep Nathan who called me saying Mr Aguilar did no adjustments and actually made the price 100.00 more. I called Aguilar again and he promised to call me back and never did. Finally I called back today and he said his hands were tied. This cannot be how luna/empire provide customer resolution. I won’t believe a huge company as this provide horrible customer service. There has to be someone that can address this with me. I have never had such an insensitive response from a company of this magnitude.
As a customer it is my request that my concern gets routed to Keith Weinberger for apparently no one else cares. I can’t imagine he would let this go.
I will not let this go. Customers should not be treated this way especially a returning customer.
Thank you
Sent from Yahoo Mail on Android
We were very disappointed in the installation process as well as the customer service to get a repair. We called several times to Cindy with no answer. (Maryland region) We are in the process of selling our home and need to get the year old carpet repaired. The product was nothing like they showed when the salesman came. We often recommend different companies to others when the customer serve and product are quality,but in this case we will be unable to offer such recommendations.
Started good and then faster down hill. During the sales visit, our rep was friendly and appeared to be knowledgeable. We wanted time to think and he said stated we can cancel the order anytime before install and to put something down to lock the sale. So we trusted him and did just that. 8 days later I called to cancel and was told, no you had 7 days, so now if you cancel we hold a percentage. I explain my conversation with the rep and I was told oh well speak to him and educate him. It was no empty. To avoid losing money I moved forward. Install day things were going great until I noticed one guy removed his mask and small damage to Funitue and walls. Also I was told I will receive the warranty and booklet via email, never happened. So I called several times until I received it. Each time I mentioned I had a complaint and how can I file it. The last time I was told someone will call me. I waiting and follow up to be told they will call soon. Waited and followed up to be ignored. 2 weeks later and nothing. So it’s one things after another and I didn’t have the time to type the entire experience. I will NEVER use Luna again and will share this experience with everyone..and I own rental properties so this is alot of business lost.
Caresse, we take your concerns seriously and sincerely apologize for your experience. We’ll be in touch with you soon to start working on a resolution.
It would be nice if someone responded to my request . I have been trying to get my problem resolved since April 8 , the manager in the baltimore office Name charles reviewed my claim on April 12 and he has not responded nor called me . How can this be resolved. They say it was moisture they had some one come out , and he said there wasn’t a lot of moisture in the area that was done in 2020 , there was more on the other side of my house that was done 2 years prior . I ask for the report and no responds I ask to speak to a manager no responds . When will some one respond to me . I am trying to avoid from sending a email to The CEO of Luna Flooring Keith Weinberger.Hopefully someone will reach out soon .
Caresse I am having the same issue as far as someone responding They told me twice in two different days that they were going to escalate it up higher and someone will call me in 24 hours business day and guess what no response and that was two weeks ago I’ve been dealing with the same issue since April 8 and now it’s May 3 no response
Oh my goodness I wish I had read these comments before I contracted with Luna. I’m experiencing some of the same issues! I was told there was a shortage of my product on the morning of my scheduled installation. Days have gone by and like stated the customer service representative cannot help at all. I still do not have an installation date as to when my installation will be completed
and no one has called me! I received a response to my email just stating they would forward it to management. However with the exception of the trim lifting around the ceramic flooring, my laminate flooring looks beautiful. I included the lifting in my email as well.
Worse experience of my life, worse customer service, sorry mean no customer service complete rip off.
I had install 4/10. Received the wrong flooring, I ordered Journey & received Bungalow. Their policy 30days love it or replace it but you pay for labor shouldn’t apply to receiving the wrong flooring but yet it does. So if I want to get the flooring I ordered, I have to pay for labor again or they just hang up on you. So I am stuck with what I got even with the flooring being wrong, & have 2 different colors in the bedroom and water leaking from the toilet, I need to get 2 plumbers estimate, & schedule an inspection. Not too mention this is 2 1/2 hours away from my home. Never Ever Again. We need to put this company out of business.
Darlene, this is not the experience that we wish for our customers, and sincerely apologize for your experience. We’ve located your account and will be following up with you shortly to discuss your concerns.
Thank you,
– Customer Care
It seems that I have the same problem that many customers have. I have been attempting to have my laminate either repaired or replaced since it was installed the end of October. I have had two inspections and the inspector who also installed said it could not be repaired to look good and sent numerous photos to his manager by the n;ame of Diane. Besides the laminate being very cheap quality for what I paid for it, nobody is calling me back. I have been dealing with Miss Burnett who also gave me her direct line and still no response. I have been calling customer service and Miss Bunett at least twice a week. Last week I called customer service to speak to a supervisor or manager and I spoke to a floor supervisor by the name of Joanna in Texas. She assured me my call would be given to management. Nothing yet. This is affecting my everyday life and I cannot believe how horrible this has been. Since nobody is responding to me I have directed my credit card company to dispute the charges. Please take care of this.
Nicki, thank you for bringing your concerns to our attention. We apologize for your experience and will be in touch with you soon to start working on a resolution.
What started with excitement has turned into the most horrible experience ever. Our floors were installed and the installation took about 6 or so hours for the flooring and when they finished they ran out of the hose as quick as they could without giving me adequate time to inspect. We also had carpet put in as well the next day. The carpet installation went great, but the flooring installers did a horrible job on the quarter rail and the installers broke my existing tiles in my kitchen. The service rep admitted fault and told me to get multiple estimates. I had to take time off work to get estimates. Once I received the estimates I sent them to the Luna representative. They admitted their installers caused the damage but they are refusing to pay to have it fixed. They keep offering me no where close to what the estimate was to fix their damage. This is unacceptable and they never answer phone calls. Would be great to talk to someone from the cooperate office and get this figured out.
Tim, we sincerely apologize for your experience, and we’re sorry to know that you’re unhappy with your installation. Please email customersupport@ empire-today.com so we can help.
XXXXX Beechwood Ter #102, Ashburn, VA 20147
I want to officially lodge a complaint with Luna Corporate a te Hq. I have been trying for over a month now to have a technician from Luba to come out and assess repairs to the lamination wood flooring that was installed in my condo in 2012. My name is Elvira Noel and the installation took place at XXXXX Beechwood Ter, Unit #102, Ashburn, VA 20147. They are various areas of the flooring which shows a gap and can be dangerous for trips and falls. It was very expensive to install the laminated wooden floors which appears that it has no guarantee or coverage for replacing. I am very disappointed and frustrated in trying to get this issue resolved. The constant shifting from one representative to another us very unprofessional. I need to have someone reach out to me at 516 382-XXXX as soon as possible.
Elvira, we take your concerns seriously and sincerely apologize for your experience. We’ve located your order and will be in touch with you soon.
Thank you,
-Luna Customer Care
They won’t help you. They just won’t. Look at all of these horrid reviews. Everyone needs to file a consumer complaint with your state attorney general. Good luck
I agree with most of the above, horrible customer service reps. I had rep come out and give me an estimate. I was removing a wall that separated my kitchen and dining room and asked the rep to continue the flooring they put down a few years ago. He said they didn’t have that flooring anymore but we found a close match and he said for the kitchen area it would be perfect since it is waterproof. When the installs came I had a L-shaped transition running through my kitchen/dining room, looks horrible plus the installers didn’t match the connecting transition. I called to complain and received a call from customer service and discussed a few options and then she stopped returning my texts. When I told not a problem I will just contact the corporate office, she finally called me back. Not happy with my choices and the extra $$ I have to shell out to make the rooms semi-presentable. When I decided what I wanted to do, I sent a couple of texts and never heard back again. I sent 2 follow-up texts and still nil-heard from her. Hopefully this isn’t her primary job! Anyone know how to contact the corporate office to file a complaint?
Use the information for the corporate office in our listing
James, we’re disappointed to hear that you’re going through this, but we’re having a bit of trouble locating your account. Please email your information to care@ luna.com, and mention Facebook so we can help. We look forward to hearing from you.
I have spent thousands of dollars to install floors and carpet in my entire house. The communication between customer service and the installation team are ridiculous. I have had a total of 4 sales reps and 11 contractors at my house and it is still not finished because of extremely poor communications. All I have is a single family home. How can I get my floors finished?
Cynthia, we regret to hear about your installation, and sincerely apologize for the inconvenience. We’ve located your order and will be in touch with you shortly to further discuss your experience.
Do NOT give this company your time or money! The worst ever and very unprofessional. From the agent who came to give an estimate, customer service and supervisor I talked to. Waited for 6 weeks to get a floor done with one excuse after another. At the end they arrive with the wrong floor even though I called the day before to make sure they had the right floor.
All they cared about was money and commission. I ended up canceling on them because I wasn’t going to wait another 2 weeks for the right floor for an equal of 8 weeks total! No thanks, I pass! Giving my money and business to a local and professional flooring company. Do NOT give them your business!!!!
Elizabeth, we’re sorry to hear this. We want to help, but we’re having trouble locating your account. Please contact us at care@ luna.com so we can provide further assistance.
You wrote a review for Luna Flooring and company work ethics
13 minutes ago
2/21/2020
Do not get trapped with their specials to install flooring with life time warranty…….. This is a trap!
We got complete main flooring installed and within one month we had discoloring and issues. The sales person was called back and he came in to inspect and took pictures after months of follow up. Then he disappeared for multiple months. After several calls he sent a message that he is out due to surgery. Another few month passed. We followed up. Finally, he replied and asked us to call the office. He even got upset when I asked about the pictures he took. I have all the text correspondence for record. We did call the customer service and they came after three month. We were told quote ” They have only one inspector and he is very busy and will come when he is available” This inspector came after two months and took the pictures. Now after another month Luna corporate called and informed that we need to hire a private inspector who will verify the discoloring and damage first, only then Luna will fix the floors.
This is Ridiculous!
I will reach out to Better Business Bureau and other resources as this is not acceptable.
Anyone need the details, I can provide the dates and names of Luna employees with all necessary information.
just a heads up to hard working consumers, this warranty crap is a trap!!
Dear Ali, we take your concerns seriously, and we’d like to further assist you. Unfortunately, we’re unable locate your account. Please email your account and contact information to care@luna.com. We look forward to hearing from you.
Thank you,
-Luna Customer Care
Ali, 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
This company has the worst customer service ever. I Purchased two separate floors from them back in August and the kitchen floor which was a vinyl tile floor kept having issues and coming up they came to repair it twice but still had issues. I called them and said the floor was still having problems so they said I would have to pay for a repair and then they sent somebody out to take a look. He did an estimate and said they would be back to repair the floor I set up a repair they came that next week but we’re late and had to call three times to get an update on where they were they finally showed up but did not bring enough materials so they could not repair the floor. I had to call the next week to set up another appointment which they never showed up for on the day they were supposed to even though I called three times to get an update and they said they were on their way. Call the next week to set up the appointment again this is the third time they set us up for the first thing that next week on a Friday. Got an automated call on Friday morning saying they would be there within an hour to two hours. By 11 o’clock no one had shown up I called the main office they had said somebody was on their way they would be there between 11 and one. Nobody showed up called back again spoke to another personAnd said they would be showing up of course no one has shown up and the floor is still not repaired do not do business with this company as you will be sorry
The worst excuse for a carpeting company! Hopefully third time will be the charm for them to fix our their installation errors. Installation time changed and pushed back, etc. How can they treat customers like they are doing us a favor. We paid for the job! It is our hard earned money that is keeping their business around. I wish I would have seen these remarks from other dissatisfied customers BEFORE I hired Luna. We still have half a house to carpet. I will keep it local with the smaller business than deal with a huge corporate company ever again. That is what I should have done in the first place.
I am completing this complaint on this website but I know I will have to get a lawyer. I had these floors installed less than 6 months ago. They r not worth two cents. The least amount of pressure you put on the floor causes a dent. My four year old grandson can’t even play with his toys on my floor without a dent occurring. Today is 11/7/19. Someone called me 11/5/19 offering me a discount on any other work I would want done by them. I told the lady I will never do service with Luna ever again. These floors they installed are not work what they charged me. I should have come to this website before I called Luna and I would never have had this work done. I was told someone would call me within in 24 hours. No one has called me yet. I am going to call them back today. I hate the floors. I too am a senior citizen and wanted to improve my floors. I wish I had never called them. Some place appear to be deteriorating. Normal walking and moving furniture around is damaging the floors. If you read this complaint before you get them to do work for you don’t do it. It is not worth it. I am not finish paying for the floors and they are falling apart.
I am a senior citizen who saved up money for a whole year to get carpet, so after hearing the commercial for one room and all others $99 I called for appt. Once the salesman came I selected MOHAWK berber carpet. It was the most expensive per the salesman and would need top grade padding. Okay I said, the color was perfect and so was the quality of the sample carpet. He assured me that what I ordered would be exactly what I would get. Supposedly the total cost was over $3,500 (417 sq. feet) but when I complained about the cost he said he’d check for rebates and finally told me $2000 even though I said my budget was $1,500. I agreed thinking I could borrow the extra money because I needed to replace my old carpet for health reasons. On the day the carper layers arrived (who spoke very little English) He gave me a 2×2 piece of carpet and padding and asked was it the right color. I agreed it was (but even if not, it was so close) but the quality of the carpet and padding did not look at all like I saw with the salesman. I told them I was confused as this couldn’t be the same carpet I would have never ordered it so we called my salesman and the office. They said I could refuse (I’d already paid $500 deposit) or try it and if I didn’t like it, I could cancel within 30 days and they would replace the carpet. The salesman told me to trust him, it was okay, and if I didn’t like it after walking on it a few days call and have it replaced. While the carpet looks good on the floor, it is a very cheap grade of berber and the padding is so thin when you walk on the floor it feels like walking on the wood foundation. After they laid the carpet I asked them again, was this what I ordered, this does not feel like the high grade carpet I ordered, and they said, it’s very low grade. I’ve called customer service several times and complained and asked to speak with someone from corporate. I got an email from someone who said since the carpet was laid, I can have it removed and replaced but I will have to pay for the installation cost. WHY? It appears that they knew from the beginning this was not the carpet I ordered, otherwise why have that clause. So of course I have not been given a number to corporate and I this is taking advantage of a senior citizen. I don’t have money to correct their blatant decision to give me something different then what I was shown and approved of. Next step?
As I read the other complaints I realize that your company does not advocate for quality service and product. My husband and I had vinyl floors installed in August of 2018. It is now March of 2019 and we still have no resolution of our problem. We had wood grain waterproof vinyl flooring installed in our basement. It encompassed the hall, club room and bathroom. When the installers came they stated that the hall and club room was the only installation on the invoice. They were not aware of the bathroom. They only brought enough flooring for those two area’s. They called the office and confirmed the invoice to include the bathroom. At that time they said we needed to reschedule the additional work. The installers completed the hall and room. The next day, I called and left a message that the floors were moving and clicking when I walked on them. in addition, there were hammer marks on the floor. I also tried to schedule the additional work. Every time I called customer service I was forwarded to the supervisor named Malissa. I gave a detailed message to her voice mail and never received a call back. For two months I continued to call and left messages with this supervisor and never received a call back. In January I finally stopped the payment to the bank because I was filling a complaint to Luna. I continued to call and finally got an appointment for January 18th for someone to come and inspect the floors. They arrived and stated they had two boxes to fix the problem. It was difficult to communicate with the installers because they did not speak English. What I could get out of our conversation was they were to just fix some areas. When they inspected the floors they saw that it was an issue throughout the flooring. I was told I had to call the office. I have left many, many messages with Malissa and still no return call. I finally called the manager of installation and he said he would walk over to her office and have her call me back. Still no return call. It is now March 5th and we received an email from Malissa on March 3rd and March 4th that she would call us on March 5th at 10 am. I am sitting here waiting for her call and still no call. I no longer want to speak with a supervisor or manager of the Baltimore Maryland office. I want to speak with a someone from corporate office who values customer service and quality product. I expect an email for contact information. I understand customer service and quality of care because I have been a nurse for 43 years. I would like a resolution to this problem as soon as possible.
I purchased vinyl flooring, carpet and tile. it was to be installed in one day on jan 2nd. jan 2nd comes and the vinyl flooring gets installed. it looks great except we have 2 bad pieces they need to come back and replace. The carpet installers van broke down so they had to be rescheduled to the next day. Day 2 the carpet people come.. i said are you doing the tile too. here is where it gets ugly… no one knows who is supposed to be dong the tile installation. i have made numerous phone calls. requested numerous calls back.. finally get a call back . they missed the tile on the order. ok i asked to have the same company that is doing the vinyl repair and make it for tuesday. well monday (yesterday) and i get a call they are coming to fix the vinyl. and of course the tile is supposed to be put in today. its utterly stupid the window is 8 am to 6pm to install. someone calls at 5:50 to say the installer had an emergency and wont be coming. I said shocker…. the customer service has been horrible. I get no return calls. 5 days …. for a 1 day install. who is going to reimburse me the money i lost having to sit home and wait for no one to show up. I am still waiting for a manger call back.. i wont hold my breath.
Luna has really did me in on not completely finishing up a 2 to 3 day Professional job as promised when they have taken my money fully.
I was told by salesman Joe that everything would be to my liking and completed. My baseboard and quarter round still isn’t done.
Joe said everything would be done, know I have to go find the other items needed on my time and get back to Luna for completion of job. Joe fail to return any call to my wife and myself.
I feel that I need the job completed and for Luna to refund me an agreeable amount of my money paid to them. This is very poor of a Professional Service taking customers money and can’t compete the job.
It’s Thanksgiving and my visitors and will have to come to see unfinished work in my home.
I would like for the GM/CEO to contact me by email upon and agreement and some refunds less the completion of work when done.
Thanks
Unsatisfied Customer
I am having the EXACT same issue. Worst customer service ever.
On Oct 12, 2018, we had a sales rep come to our home to give estimates on carpet for my basement and for Vinyl flooring throughout most of my 1st floor. The salesman was Joe Junkel. We were told that we would have 2-3 installers for both jobs and both jobs would be done in 1 business day per job. The carpet was scheduled for Oct. 19, and the vinyl flooring was scheduled for Nov. 9.
Two installers showed up on Oct. 19 to install my basement carpet. While they were working, they broke a picture off the wall and brought it to my wife w/o an apology. It would have been nice to hear an I’m sorry! The carpet was finished, and it did turn out nice. This job was done in 1 day.
An installer, Rene, showed up at my house On Friday morning approximately 9am to install my Luxury Vinyl Flooring throughout my 1st floor. I asked him if he has any helpers. He said another installer called in sick and that his wife would be helping him. Now I’m not even sure that is legal. I’m sure LUNA isn’t aware of this going on. She didn’t do much while there other than handing him pieces of flooring and cleaning up his garbage. I contacted LUNA about 9:30am to let them know that this was going on and to request a capable installer to get this job done. They said a Supervisor would call me back That never happened, they blew me off! I called my salesman and left him a message…Again, no call back! About 3:45pm, Rene began to remove my first floor toilet so he can put the flooring down. He could not figure out why it was not coming up. I informed him that my Dad and I had caulked it down to prevent and leakage going down into my basement directly underneath. As well to prevent any odors from coming up. I asked him if he was going to caulk it back down and he said No. He also said he didn’t feel comfortable putting the toilet back because he didn’t like the plumbing underneath due to slight play of the plumbing. I told him that my Dad and I just replaced this toilet about 1 year ago. He said we didn’t know what were doing. I told him my Dad is a very capable pipefitter of more than 46 years! I think he knows what he was doing. I have also been in the trades for almost 20 years! He finally got the toilet back in and cleaned up and left about 5:45pm.
Now that this job had to be continued Saturday, this was a great inconvenience to me. I had to reschedule a family event that we had previously planned for to be home for the installer.
The installer called me about 8:10am Saturday morning to say that he would be arriving in about 25 minutes.While on the phone, I asked him if he was getting any help. He said his wife would be coming again. I hung up with him and contacted LUNA right away. They said they would have a supervisor call me back. I never got a call back, so I called LUNA back again about 10:30am. I told them that this guy needs help to finish this job. I also told them that I do not feel comfortable with his wife in my home. She is not speeding up the job, as well as she is a liability in my home. As far as I know, she is not a LUNA employee, and that is probably against any company policy. If she gets hurt in my home, I AM NOT responsible! The customer service rep called the installer while on the phone with me, The installer then stopped working because he said he doesn’t feel comfortable working w/o his wife. He was on the phone with his installation manager waiting for him to tell him to get back to work or to walk off this job. I told him if this guy leaves, they better send out another installer to finish. The installer got the approval from his manager and got back to work about 1pm. I finally got a Supervisor by the name of Randy about 11:15am. He said that some installers do actually get help from their wives and that I should allow his wife to help him work. I also told Randy that I should get a credit for this job with it continuing into a 2 day job, and for all the issues that have occurred. He told my there is a note in their system, but cannot tell me how much at this time and not until the job is complete. The installers wife did finally leave my house about 1:15pm, however, to return about 3pm! The installer continued working and did finally complete my flooring. He started cleaning up about 3:45pm, did a final walk thru with us and left about 4:20pm.
This was one of the most unpleasant and unprofessional experiences I have ever had with any kind of work in my home. I would never recommend LUNA to anyone!
O STARS!
Randy, a Supervisor, called me on Monday Nov. 12. asked me what I would like to be compensated for my inconveniences as well as the displeasure of my service. I asked for $1,000 off my bill. He said that could not happen. He then asked me if $200 was ok. I laughed! That was a slap in the face! It actually works out to be less than 3.5% of my charges. WHAT A JOKE! Luna, being a multi million dollar company should treat their customers much better.
I have been trying since mid Sept to get someone to check the floors I had installed in February 2018. There are some scratches and marks. I am told the same story every time ,which is that they left a message on Sept 27thor 29th . I was away from the 9/27/18 until 10/6/18. There was garbled message on my phone when I returned but we could not even tell who it was from. I have been given another number to call and the name Melissa . I have called and left at least 2 messages with out response. I feel like I am getting the run around. .
This is very disappointing because I was very happy with installation process however I feel like you have my money so now you don’t care.
I am writing regarding my complete dissatisfaction with my experience with Luna floors and the lackluster approach of the installation management/customer service management in resolving my complaint. My initial install date was 7/3, in which laminate flooring with stain trim was to be installed in the top floor of my home. The flooring was installed with primed trim and no transition piece at the top of my stairs. As of this date, nothing has been corrected. I have been trying to correct this issue by contact with my salesperson all the way to managers of both installation and customer service, in which they did not contact me until September citing an issue with communication within the company, which is not the customers problem. I had to, as a last resort, submit a complaint to my creditor that i used to pay for the floors. I was told that no one knew about my issue, yet when I called customer service in July and September, I was falsely accused of not returning calls by a rude customer service agent and hung up on. My subsequent call to customer service involved me requesting a manager, in which I was told that the call center does not have managers. When I inquired about it being impossible for them not to work unsupervised, the agent wanted to debate me about the fact that they dont have managers, they have supervisors, which the last time I checked, the terms are synonymous. When finally contacted my management of customer service, I was only offered a 10% discount for the inconvenience. In addition to the aforementioned information, my experience with the installers was stressful to say the least. I was contacted by the installation manager who stated that he could offer me compensatory relief for the following: stained beige carpet on stairs and living room floors due to installation team not respecting my request for them to use shoe covers that I provided (valued at over 150), a broken door handle to my outside door which was brand new because they did not use the automatic prop feature on the door while going in and out of my home (valued at about 55) and damage to my front grass. We had 2 conversations about the damage, one in which he stated to provide him an amount and he would personally attend my installation which was scheduled for the following week. I took off work (again) and made arrangements for my schoohave ed son to get to school in order to be home as the first appointment for installation. I was reassured by the installation manager that they had the materials to perform the work to officially finish my flooring. On the morning of my appointment I was told that they did not have the correct color trim to complete the job. (More wasted time of mine) When I subsequently spoke to installation management again, he suddenly had no recollection of our prior conversation and only wanted to offer 75 for my damages. My request was for him to match customer services 10%, which would have been a fair discount for this entire ordeal. As a customer, my expectation when dealing with management is for them to have notes about my account and know the facts when speaking with me under already stressful conditions. I was told that i would be recontacted by him and never was. It is now November and after numerous attempts to have my installation completed i was finally contacted via email with yet another excuse for delay. I am now awaiting confirmation for my appointment. There is no excuse as to why I have been dealing with this situation for 4 months, with only a 10% discount for the inconsistent level of service that i have received from all levels of this corporation. I will never refer this company to my friends. I am still seeking additional compensation because 10% is not enough. The region in which this complaint resides with the Baltimore/ Washington DC region. Thank you for your time and attention.
To:
Tina Binette
Paul Carter
Peter Korda
My first contact with Luna was right before the holidays in 2017. I had someone come out and give me an estimate on flooring for my kitchen and dining room promising me it would be done before the holidays. That became a disaster that I am truly not trying to relive. You yourself can probably pull the call logs and recorded conversation to see how much of my life was spent FRUSTRATED! Call after call, appointments after appointments, rescheduling, no shows, hang ups, voicemails, on holds, visits to the home, wrong estimates, wrong tile. And after all that, they had to come back tear up the old tile because the first installer who came alone and took 14 hours, installed the tiles crooked. Needless to say my house was a total disaster for the holidays with out of town guest. Thanks Luna!
I decided to try again because this time I wanted carpeting. Ok! Great…… what could possibly go wrong AGAIN? I am once again feeling the same way as before. FRUSTRATED!!!!!
Called for an estimate the week of September 10th. I believe the person name that came out was John. After his presentation of the carpeting and pricing, I explained to him that I would get back to Luna as soon as possible on my decision. He became very irritated and began to say that it would just be an extra $23 on my existing Wells Fargo account. I again stated I would reach out to Luna on my decision. I could now start seeing the frustration on his face. He proceeded to say to me that $23 could not possible have an effect on me feeding my kids, and if so he would drop off $5 every month until it’s paid off. Highly offended was not even the word for what I was feeling, but I will hold him to that promise.
I called and made a complaint the next day. The promised I would get a call back within 24 hours. That turned out to be 6 days later. A supervisor James called me back Monday Sept 17th and apologized. I told him of the promise also that was made to me. He assured me he would be talking to him or his supervisor and assured me he would send a different person out a few days later. WELL, to my surprise, they did send someone out. The same guy John. FRUSTRATION at its best!
The next day I spoke with a supervisor named Ernesto and asked why they sent the same person out that I asked not to. He stated that John was the only one available in my area to come out. So my question to Mr. Ernesto was then there was absolutely no consideration for my feelings. I then requested to speak with James. He transferred me to James and once again, he apologized and told me to email him my complaint. I did not. We at that time rescheduled the next installation appointment for September 19, 2018. NO SHOW…….
I called and got the run around talking to multiple people. Yadea first, being on hold with her for 30 minutes, then Ernesto who absolutely was rude and would not transfer me to James and stated if I wanted to hold he would put me on hold for an hour or release the call after I demanded to speak to someone else. As I was speaking, he put me on hold. I hung up and called back and to my surprise, James answered the phone. He stated that it was a misunderstanding with dates, apologized AGAIN and rescheduled for Thursday 20th.
I have never in my entire 50 years had such a hassle or dissatisfaction with any company like Luna. I am at work so upset right now highly frustrated. I have someone on vacation willing to come to my home and sit for absolutely NOTHING!
Very disappointed how I have been treated in the last couple of years with absolutely no regards to my feelings or time.
I AM BEYOND UPSET.
My carpet was installed on Tuesday August 28th 2018. The transition pieces to go from carpet to hardwood were not installed and my closet door was not sanded and put back on. Tomorrow (9/18) will be THREE WEEKS since my install.
I have emailed my sales rep (KEVIN DAWYOT – who i saw online has another Luna customer fighting him in court) on the following days to complete this install:
9/7
9/10
called him on 9/10 or 9/11 – he answered and said it was weird, that stuff like this never happens to the “nice” customers… so you only give crappy service to the “mean” clients?
and texted him on 9/13
he has not responded back to us. I’ve also called Luna customer service. I called on Thursday 9/13 and they said someone would contact me in 24 hours.. its now Monday 9/17 and i still have not been contacted. I just called again and spoke with John (supervisor) he said he is emailing the Baltimore office to get someone to contact us back.
My ticket number is 1-3431542686
Luna charged our Wells Fargo credit card and the project is not completed yet. No one will call me back. This is an awful business practice.
At this point, I truly believe that Luna owes me something for 3 weeks of aggravation. What a rip off and scam to do this to your customers.
I have no faith that the Baltimore office or KEVIN DAWYOT will call me back by tomorrow COB. Someone in the headquarters office should and they should make this right. I am so upset with this entire process and i have nothing to leverage against your company to come back and complete this install.
Please reach back out to me ASAP.
This is the worst company ever. Had floor specialist BOB Hurd to come out and do estimate for hard wood floors and carpet . Got appointment set up and and even put money down to get the installation started. The Carpet crew ( the one were having so many problems with) was scheduled to come out on the 7th of August to install and didn’t make it because they was short of crews. They was reschedule to come out on 8 August and couldn’t make it because the truck broke down. No one from the Baltimore Washington corporate office would call back or even address the concerns or situation. I will never use this company again. Go somewhere else to get flooring and carpet
I have had it with this company they come out and mess up the job with wrong materials and know I can’t them to answer me or return my calls this is the worst experience I ever had with a company they took my money and didn’t care if I was happy
Will someone answer my complaint?
I have had the worst time trying to get my carpet done right, first I didn’t get want I picked out, they can’t get the seems tight, you can see every cut. They have had me waiting, never showed up, finally, after seven months they bought carpet to fix seems and it doesn’t match, tried to tell me the carpet they laid seven months ago is old now. I have never experience anything like this before and can’t get help. Have a lot more to say but don’t know if it will help. Hate the cheap carpet and bad service.
For 18 months I’ve been back and forth with Luna and Mohawk regarding the awful corn rowing of my new SmartStrand Carpeting. It looks five times worse than then the 13 year old carpeting it replaced. I was never informed of this problem and I found out today neither Luna of Mohawk will do anything about it. There are plenty of unsatisfied customers blogging about the same issue. In addition, Shaw has, in some cases, replaced such carpeting and in some cases dealers have done the replacement. The carpet will have to be ripped out the only question is why won’t they compensate me for this unsatisfactory carpet. In my 72 years, three apartments and 3 homes which were all carpeted several times NONE ever had this problem. This product either should not be sold or a disclaimer provided to the customer. I would like to contact the CEO of Luna, but do not know how to contact him. Luna would never give me any executive contacts, even though I asked many times. Perhaps a compromise to replace it at cost would be acceptable. My many emails to Luna Customer Service have not brought about satisfaction.
It’s Saturday November 4, 2017 7:00 o’clock in the evening and no one has show up for my carpet installation. I called Luna at least 4 times today to verify this installation and I was told the installer will call you when there on there way. My last call today to Luna at 6:15. I am told the installer wasn’t assigned my installation. How does this happen when this appointment was made a week ago. I called Luna to confirm this installation. And was told all day my installation would take place between 3-6. And now no one was assigned. What type of business is Luna? How can you treat your customers/people like this, no respect. I sat here all day moved my furniture and for nothing. I want to speak to the CEO/CFO of Luna. How am I going to be compensated for this massive inconvenience?
This has got to be the worst service I have ever experienced. My car was dropped off last Friday August 25, They lost it for 2 days, they kept telling me it wasn’t there when it actuality it was, My Insurance company had to call and speak with the Manager for them to go look for my car. Then they finally called me Saturday 10 mins before they closed to tell me, If it wasn’t for me calling about my car they would have never found it. So Nicholas calls me Monday clueless about anything tells me he will call me back once they know what is going on. I have been calling this horrible place all week only to get someone will give you a call back and No one ever does. Here we are on Thursday August 31st. I still haven’t heard from anyone and I do not know what is wrong with my car. This has got to be the worst!!!!! SERVICE EVER!! And I will make sure to tell everyone I know about this experience so they will not come here EVER!!
I am happy to report that I finally heard back from Arthur Jones so we will see how things work out. I will send a follow up post
I had someone come out and give me an estimate. The selection he presented to me was VERY limited. I still picked out carpet and kitchen flooring but not happy with the decision. This is my first home and I really do want to love my floors. I called to cancel my installation but when I did the person I was talking with put Auther Jones on the phone from corporate. He promised to work with me within my budget and even went so far to say that he would give me his discount if needed. He was all full of lies!!! After I picked out flooring that I LOVED, I called Arthur Jones back as he said and he again guaranteed to work with me then that was the end of it. I called him 3 times and no response back. Honestly that is the worse experience I ever had and hope to have with a company. I see why the reviews are terrible. I don’t understand why he offered his help if he really wasn’t going to do anything. It was like he was playing game and this is from someone from corporate!!! I regret ever dealing with them. Words can’t express just how disappointed I am and my floors are still not done for my new home. I had to move back my furniture delivery date because of this. It’s cause a lot of frustration and time wasted. I really hope the CEO reads my review and takes action because what I experienced was so wrong on all levels.
Shequenna Gray
My carpet is not even a year old all the seams are bubbling up they come to repair carpet all they do is lift the carpet were the seam is and lay it back down then it comes back up can u help me fix this problem I’m having see me a number were a
I can talk to someone about this
I am very disappointed with this company and would never use them or recommend Luna to anyone. Yesterday, I was scheduled to have an install. I received a call in the morning from an automated system in the morning that they would be there in the morning. No one showed up! No one even had the decency to call to let me know they would not be able to come. I understand that unforeseen things occur. However, it is inconsiderate and unprofessional not to, the very least receive a phone call. Instead your company decided to take an ” I don’t care” just give me the money attitude.