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Update by user Apr 10

April 2018 - Update Luna has reviewed our claim again and approved for carpet replacement on our 2nd floor ( 1st floor still remains the same) We were happy with this decision, even though it's an extreme hassle to move all the furniture again. The sales rep that came in to show us new carpet samples was extremely rude and keep repeating that he is not making any money by coming to see us.

Which I found it extremely unprofessional. However the account manager that we started to work with at Luna ( from Chicago) was extremely helpful and professional and was on top of all the concerns we brought up. I'm thankful we got her. They have installed our new carpet last weekend and again installers were wonderful.

It looks good for now, and I really hope we will not have to go through the same experience again with this new carpet. We still waiting for the inspectors decision on the downstairs carpet where the seams were all coming apart.

I would have to say that we are happy that the company is trying to make it right. But it has been a lot of work to get where we are today.

Original review posted by user Jan 09

We had them install the carpet everywhere in the house. Even though we were very happy with the installers at the time.

9 months later carpet everywhere was worn out ( and it's not high traffic areas). Besides hallways ( pattern carpet) was flat in all the rooms. Seams were coming apart. We filed a claim with the headquarters in Chicago, and were denied as their said out 20 year warranty not covered in high traffic areas, but would not discuss seams or non high traffic areas like middle of the room.

so after spending $5K with them, they don't even stand behind their warranties. ( There is only 2 people living in the house) so how much of high traffic can you get even in hallways... We were very disappointed and will encourage everyone not to use this company.

They seem friendly and polite and make you believe they stand behind their quality guarantee, and after going through 6 month process of trying to get inspectors to see what's going on and waiting for the decision we are extremely unsatisfied with their work and the company itself. Please do not use them!

Review about: Luna Flooring Carpet.

Reason of review: Bad quality.

Monetary Loss: $4800.

Preferred solution: Let the company propose a solution.

I liked: Installers.

I didn't like: Quality.

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Cmonroe
#1416080

Dear Customer,

We never want our customers to be disappointed in their product purchases, and we're sorry to hear that your carpet is not meeting your expectations. We'd like to further assist you, but we're unable to locate your order with the information provided.

Please email your concerns along with the street address linked to your order to care@luna.com, and mention PC in the subject line.

We look forward to hearing from you.

Thank you.

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