Luna Flooring's reply to: Installer didn't show or call

Dear customer, we know your time is valuable and we regret to hear that you were inconvenienced by this matter. We'd like to know more, but are unable to locate your account. Please email us at care@luna.com with the street address where your appointment was scheduled, thank you.
Anonymous

Installer didn't show or call

the poor experience began in the morning when no one called with a 2 hour window. first i was told they called by 9, then told 9:30, still no call.

After five calls, (when they were supposed to call me), did i find out a window. i was told i was the first install that day, which was not true (each time i called i was given a different answer.) Then, not only did the installer not call, he didn't even show up! Then i tried to speak with Luna and either no one answered the call, i was put on hold for 40 minutes or the call was dropped.

this was the worst experience with any company. do not use them.

Reason of review:
Poor customer service

Luna Flooring's reply to: Lied to.

Dear customer, we regret to know that your experience did not meet your expectations. We'd like to follow up with you, but are unable to locate your account. Please email us at comments@luna.com with both your concerns and contact information and we'll be in contact with you ASAP. Thank you, -ET Customer Support.
Bibi H Ebk

Lied to.

Do not use. This company lies.

Reason of review:
Poor customer service

Luna Flooring's reply to: Do not spend your hard earned money with this company

Dear Customer,We'd like follow up with you and discuss your refund concerns. Unfortunately, we're unable to locate your account. Please email us at care@luna.com with both your contact and account information. We look forward to hearing from you. Thank you.
Lauren R Khk

Do not spend your hard earned money with this company

I impulsively scheduled an appt with luna because they had Sun appts. Seth Bordan, the luna salesman came to my house and gauranteed me that based on the sq footage of my family room one piece of carpet would work and no seams would be needed.

However the day of installation, they arrived with 3 pieces of carpet. The installers were actually very helpful and patient as I tried to contact luna to resolve this issue.

I finally talked to Seth and he was super rude on the phone and said that he never gauranteed that. I am still waiting to hear back from luna about getting a discount since their salesperson lied to me.

Reason of review:
Poor customer service
1 comment
Guest

Luna is a big scam! Do Not use.

Terrible everything!!! And I mean everything

Luna Flooring's reply to: Mismanagement

Dear Customer, this is not the experience that we wish for our customers, and we'd like to know more. Please email your concerns and account information to care@luna.com for further assistance. Be sure to mention PC in the subject line. We look forward to hearing from you, thank you.
Anonymous

Mismanagement

Poor management and poor communication. Submitted orders are left for low paid employees to handle.

Nobody follows up on anything .

Im disgusted with this company. The customer is the only one being inconvenienced.

Reason of review:
Poor customer service

Luna Flooring's reply to: Worst experience with a business ever

Dear Customer, we're disappointed to hear bout the lack of follow up that you've received. Please email your concerns and contact information to care@luna.com for further assistance, thank you.
Liane S Kgx

Worst experience with a business ever

Although the customer service department is professional. They really can only document any request, question, etc. and then they send it to some magical place where it totally gets screwed up. I am beyond frustrated, actually in tears I am so frustrated. I will never do business or recommend this company

The initial meeting was great but it went down hill quickly. I repeatedly requested an itemized list of the costs. Ultimately Luna did not provide that the sales person that came out to conduct the measurement created a document on his own to provide me with what I needed. It wasn't perfect but it was something.

The installation did not go well. They installed around moveable furniture and they did a *** job on the steps. It took 5 phone calls to actually file a complaint to get someone come out to take pictures of the problem areas.

Lastly, I require a receipt for the work to be reimbursed. After 4 phone calls I'm typing this and still don't have a receipt.

Reason of review:
Order processing issue

Preferred solution: Send me a receipt

Luna Flooring's reply to: Where to begin?

Dear customer, we've read your review and take your concerns very seriously. We'd like to follow up with you ASAP, but are unable to locate your order information. Please email us at care@luna.com and include both the phone number and street address listed under your order. Be sure to mention PC in the subject line, thank you.
Heather R Wic

Where to begin?

I will begin at the conclusion, this was quite simply the worst experience i have ever had with any company ever.

It didnt start that way, but it quickly went down hill. Outdated sales tactics was a flag but we over looked it.

The scheduling started out ok, we were to have the LVP installed first, then the carpet. The first crew showed up with the incorrect floor plan, incorrect measurements, incorrect information. They couldnt do certain rooms because of leveling, which was not thoroughly checked by the sales rep. The crew had an 17-18-19 year old working with them, i put all those ages because we couldn't get a straight answer, wait it gets better. {{Redacted}} So needless to say we had to kick them out, it took 4 hours to assign a new crew which showed the next day. They worked so slowely it was ridiculous. We were supposed to have the carpet installed 3 days later. 3 days later no one shows, we call they said they were scheduled for a month later to which they tried to blame us for misunderstanding the schedule dates very patronisingly.

There was no urgency, no appolgies for their mistakes, i might add the sales rep would not respond to our texts, e-mails or calls and also tried to act like we misheard him with dates and information etc when he did respond.

Carpet crew 1 shows, with again wrong floor plan, wrong information, no updated information regarding the rooms that could not have LVP put down,. So.... they did not have enough carpet for the rooms that were on the floor plan and had missing rooms. So they didnt have rooms, not enough carpet for rooms on the plan and nothing regarding the rooms that LVP couldnt be done. Had to wait 2 hours for them to tell us they had to reschedule.

I will add, we could not get a manager to call us the entire time nor the sales rep.

I get on the phone with someone, they had all the wrong plans, so i had to go through the house and measure the rooms myself after the fact 3 crew had been here and did not update information. I was told i wont be charged for the rooms that were "added"?????

So next crew shows up, so this is the 4th crew. Again, show up with the wrong info, wrong plans. They didnt have the information that this job was paid for, so they couldnt start until they had confirmed. They called luna and they then tried to *** charge us more before starting. At that point i lost my temper. I had requested multiple times to speak with a manager or SOMEONE who had authority to do something, again NO manager called.

We are still waiting for a manager to call us a week after it was finished.

This isnt a "bad luck" situation this is poor management from the top down. They dont vet or train their crews. They dont train their sales reps, the dont follow up, they dont care about people who are spending $7000 on an install. Which once we got intouch with the sales rep he implied that there are sales purchase tiers, meaning we werrent important enough or we were spending enough for them to give a *** about an awful experience.

*** everything about this company.

Reason of review:
Order processing issue
1 comment
Guest

Addition to story: I threatened to dispute credit card charges until the work was finished - within 16 hours I received and email and a call. This is so infuriating that this is the only way to get a response

Luna Flooring's reply to: Totally disappointed

Dear customer, we sincerely regret to hear about your experience, and we'd like to know more. Please contact us at care@luna.com with both your concerns and account information, thank you.
Anonymous

Totally disappointed

Made appointment with someone to come out to measure and pick out carpet for lv ,din,and rec rooms, I agreed with cost and carpet was to beinstalled in 4 days. On day of install received call that had to cancel because they couldn't find an installer so they rescheld me for 3days later well received call saying installer was sick and couldnt make it,later in the day received call saying that someone would be out from 12-6 to install carpet,anyway someone did show up totally unannounced around 9:30 am I received call saying guys were waiting outside of building for me however as I told whomever makes appointments that this was an empty condo and to call 30min prior to arrival so I can be there,i was 45 min away,was giving thank you and said installers would wait well upon my arrival was giving phone by installer whom did not speak English and was told by someone in customer service that before any work was to begin the needed payment,after being let down and cancelled 3times I just wanted job finished,so I was about to make payment however something just didn't feel right,i wanted to see carpet I ordered,its was wrong carpet,sowas again talked to customer service whom assured me they would bring right carpet next day,well Next day new installer arrived brought out same carpet last guy did now I'm pissed after talking to what you guys calls customer service there was never anyone that spoke English the carpet samples that I picked out from estimator was sent to me and even a blind guy could see that they sent the wrong carpet. I was so upset that I just canceled the order mind you the cost I was expected to pay $2965.After all the mistakes made I received a phone call saying that the carpet they sent out was the carpet I picked , ii have been a contractor for 23yrs and have never seen such a shady business like this the only reason I went with you guys is because the customer use you guys before,as I explain to your service department Everytime someone said they would be there I had to pay $150 non refundable deposit for elevator3times + the cost of labor to send one of my guys there to wait.I will never use or recommend this company to any of my clients in the DC metro area and will make sure the BBB whom I am a member of make them aware of the service you guys provide to consumers!!!!!!!

Reason of review:
Poor customer service

Luna Flooring's reply to: This has been the worst co to have carpet installed

Dear Customer, we regret to know that your experience did not meet your expectations. We'd like to follow up with you, but are unable to locate your account. Please email us at care@luna.com for further assistance, thank you. Be sure to mention PC in the subject line, thank you.
Diana L Jln

This has been the worst co to have carpet installed

First they send ONE person to install my whole house, which took him almost 8 hrs. I had to remove every item from each room, so you can only image what my house looked like.

After the installation I found so many hard lumps under my carpet. I contact Luna they sent out a crew to inspect, only to find they are hard clumps of plastic made into their padding. Well they were only aloud to fix one because when they went to move my bedroom dresser, first of all they opened my dresser drawers, you talk about invading personal space! Well anyway when they lifted the dresser they pick it up by the drawer and we all know what happened, yes, it broke.

I told the Luna crew to pack their things up and leave my home. I've tried contacting Luna right then and their. Of course I was told someone will be in touch within 24 hrs. Well its been 3 days, no call.

I'm on hold with then as I type this. I put a call in right away when this happened, well as of right now (3 days later) I had to call them and yes I'm on hold as I'm typing.

Loss:
$3000
Reason of review:
Poor customer service

Preferred solution: Full refund

Luna Flooring's reply to: I needed carpet and laminate on my floors

Dear customer, we know your time is valuable and we regret to know that your experience did not meet your expectations. We'd like to follow up with you, but are unable to locate your account. Please email us at care@luna.com for further assistance, thank you. Be sure to mention PC in the subject line, thank you.
Maria V Kmo

I needed carpet and laminate on my floors

Luna wants your payment before the work in done. Carpet installers was great installers was great. Flooring guys discovered after pulling my floors up that my floors are uneven and possible asbestos so they left my floors in a mess and no one can called me back so I can get my money back.

Never again will I work with Luna

Reason of review:
Poor customer service

Luna Flooring's reply to: No show of installers and NO CONTACT

Dear customer, we know your time is valuable and we regret to hear about your experience. We'd like to follow up with you, but are unable to locate your account. Please email us at care@luna.com for further assistance, thank you.
James K Nin

No show of installers and NO CONTACT

We executed an agreement for new carpeting and linoleum tile. the carpet guys came and went as promised. No problems.

I was scheduled and was expecting an installation of the linoleum tiles on Friday, July 27. I received a call mid-morning, advising that installers would be at my work site between 2 and 3pm that day. No problem. I left work to meet them at the site.

At 3:45 I contacted customer service to request info, since the crew hadn't shown. Representative checked with crew, said they were having trouble with change orders at their current installation but assured me I was still on their schedule for that same day, around 6pm.

That was kind of late for a Friday eve but I wanted the installation completed and I stuck around the work site. By 6:15 CDT we contacted customer service and asked for an update. We had to leave a message - no contact back.

I was expecting contact to be made Saturday morning. Around 9:30 am I contacted customer support to ask for an explanation and info on next steps. The representative said a manager would call me back to discuss further.

Guess what? No call back.

Now it's 9:30 CDT on Monday, July 30 and I STILL have no contact back from Luna.

This is customer service? Like most folks I can deal with adversity, since I know that circumstances arise for installers, but it's not rocket science to notify the customer, who is patiently awaiting a work crew that never showed up. You have my telephone and email contacts....why can't they be used?

Loss:
$1500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Luna Flooring's reply to: Horrible

Dear Customer, this is not the experience that we wish for our customers, and we'd like to know more. Please email your concerns and account information to care@luna.com for further assistance. Be sure to mention PC in the subject line. We look forward to hearing from you, thank you.
Deanna D Tuo

Horrible

Don't put a deposit down if you might have to cancel. Discovered asbestos tile underneath wood tile that had to be removed before installation. They only give you 5 days to receive deposit back if you have to cancel.

Reason of review:
Bad quality

Luna Flooring's reply to: Is you value your time don’t use Luna.

Dear Customer, we're disappointed to hear that you feel this way. Please email your concerns and contact information to care@luna.com for further assistance, thank you.
Roza G Kcp
map-marker Oakbrook Terrace, Illinois

Is you value your time don’t use Luna.

If I could give a 0 stars I would. STAY AWAY IF YOU VALUE YOUR TIME.

Day 1: they called to say I was the first appointment of the day. Then they called and gave me a window of 10-12. When nothing by 12 I called and they said ya sorry, 12-2. Again at 2 there was no one and I called and they said 3.

That's when they finally showed up, but that was all from me calling them... never did they have the customer service to call me. The installers they sent could not complete the project so the Project was not completed. Now we come to yesterday.

No one calls in the morning to give me a window so I call-9-11. I call at 10 to check the status and they say well, now 12-2. At 2 I call and they say 2:30. No one shows so I call and they say someone will be there by 3:30.

That also does not happen and when I call they say the installers are on the way. About 20 minutes away. Call back around 4 and they are not sure but should be there any time. So they finally arrive at 5 and they have no product.

They thought the other installers left the product but that was not the case. So this morning has also been a myriad of ineptitude. They told me yesterday they would be at my house by 9:15 but showed up at 10:15 with not enough product. I am not sure how they run this business.

I do not have the time to waste days waiting for them to arrive.

If you have lots of time... go with it but if you value your time, know that Luna does not do the same.

Reason of review:
Poor customer service

Luna Flooring's reply to: Taken advantage of

Dear Customer, We're sorry to hear this, and we'd like to further address your refund concerns. Please send an email to care@luna.com with your contact information, and we'll get in touch with you ASAP.Thank you.-Luna Customer Care
e I Diq

Taken advantage of

A bunch of sharks. Salesman gave me a price.

I said OK, and he did some paperwork on the phone. I never spoke with anyone on the phone. Papers came in the mail the next day, fed ex, indicating "phone".

I paid a deposit of over $600, I then found out that the drywall wasn't going to be finished before the installation date. I just canceled the order and was going to reorder when the walls were done.

They never told me about right to cancel.

They kept my deposit money and I am 75 years old. If they took advantage of me, they will take advantage of you.

Loss:
$617
Cons:
  • Took advantage of me i signed nothing
  • Cancellation service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Luna Flooring's reply to: No show from Luna after scheduling an inspection .

Dear Customer, We'd like to follow up with you and discuss your refund concerns. Unfortunately, we're unable to locate your account. Please email us at care@luna.com with both your contact and account information. We look forward to hearing from you. Thank you.
Anonymous

No show from Luna after scheduling an inspection .

A moisture barrier was not installed with my carpet as ordered! I spoke with a representative who then spoke with the Warehouse prior to them coming out for the original installation.

Afterwards I spoke with a representative again who figured out what the problem was and where they went wrong and said that another representative will contact me to schedule and inspection.

He did early in the morning and stated he will be there late in the evening which she never showed up!!! Lost time and wages.

Reason of review:
Poor customer service
1 comment
Guest

This company really sucks, I had an appointment scheduled to install flooring. A salesman came to my home and showed me a few samples.

After viewing I was not ready to install now, so he said that if you leave a deposit you can lock in the rates as they may change when you are ready. I asked him will I get my deposit back if I cansel and he said yes. Well, situation changed and I could not get it installed, so, I canselled. Now after calling several times and completing an online survey.

I still didi not receive my refund. i even spoke to an associate today and stated that I have not received my deposit yet. She informed me that someone called and left a message that I will not receive my deposit back. I informed her that I will launch a complaint and she said to hold on and I will get the person who tended to you to call you back and try to solve the issue.

Still I didi not receive a call back, so, I am posting this complain.

I will never use Luna again and will not recommend them to anyone as they are thieves wolf in sheeps skin and unscrupulous. They are scam artist.

Luna Flooring's reply to: Incomplete installation

Dear Customer,We understand your frustration and the inconvenience this has caused, and we’d like to further assist you. Unfortunately, we’re unable to locate your order with the information in your post. Please email your concerns and order information, including phone number and street address to care@luna.com. Be sure to mention PC in the subject line. We look forward to further assisting you.Thank you.
Anonymous

Incomplete installation

Like many before me, Luna arrived later than expected without enough carpet to complete the job, which they failed to mention until they were packing up to go. They promised that someone from customer service would call and schedule an appt within a day or two to finish the job.

No one called. I had to call them twice & was given a lot of excuses and promises to call back.

No one has called. They’re the worst company I’ve ever dealt with and I regret hiring them at all.

Reason of review:
Poor customer service
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