Luna Flooring
Reviews and Complaints

STAY AWAY FROM LUNAR...THEY DON'T HONOR THEIR WARRANTY. They tried to charge me for coming out to correct humps in my carpet during the warranty period.

Worst company I've ever dealt with for home improvement. They do not honor their warranty and their customer service sucks!

On Monday, Sept. 26, 2016 I ordered wood flooring and carpet from Luna.

When the floor installer came (Fri,Sept. 30th) I was informed I would need shore up a few stairs. This would mean, cutting into a wall to do the work. I declined and decided to carpet the stairs.

After speaking with the manager, we added the initial carpet back onto the order for installation on Mon Oct 3rd. I called the manager again on Friday afternoon to make sure all was set for the installation on Monday, Oct. 3rd. I was told the carpet was in stock and they are set for the installation.

My family spent most of Sunday packing up things in preparation for the installation Oct. 3rd. My husband was just called and informed the install would not be taking place today because they do not have enough carpet. This is very unprofessional and disrespectful to a client.

We have been told we will have to wait and speak to the manager "Art" when he arrives at 11am. What happened to honestly and generally caring for the the customer??? My home is in shambles and I just don't have time for this!!! Very frustrated...

I want this project complete and I would never recommend Luna for service.

T. Milton

Dumfries, VA

Gave us the run around. This was the worst customer service that I've ever delt with with. Would never ever recommend anyone to buy any type of flooring from luna ever.

Salesman told me I'd be in danger if Nat'lFloorsDirect salesman came to my home so cancelled their appointment.

Received decent quote for small room but product delivered day late after took time from work-also product seemed cheap-VERY thin veneer to engineered wood flooring.

Another day off work,installer arrived & stated need 100% up front payment.

NOPE! Manager okayed 1/3 up front/2/3 on completion--waited & 90 minutes later, no deal, needed 100%. Sent them packing! Room emptied/house a mess, missed work.

Total disaster! Cancelled credit card/disputing downpayment.

Trust your gut-stay away from LUNA. Even contracted installers say they're a MESS

I thought luna to be a very established company who did work in one day proved wrong; They are the greatest liars.I chose them to do my living room ang stairs'I signed the contract on8/22/16-lamination for living room and hardwood on stairs.I regret my decision choosing them.

8/23/16 the put 5 long boxes of hardwood in my living room to stay at room teprature.

8/25 they laminated living room in two hours and removed carpet from stairs and did not finish stairs saying it was wrong material luna sent.They left bare stair with

nails and staples on them and this stairs lead to my 4 bedroom upstairs in my tri-level house.

This is unsafe and dangerous for me as I am diabetic.

I was having my grandsons first birthday party at my house on labour day with my other grandkids coming from Miami.

From 8/25 to 9/1 with hours on phone frustration and mental stress Empire guys came and put temporary padding on stairs in 10 minutes'

Diane assured me they will drop new material on9/8 and do the stairs on 9/9,

luna called 9/9 and the guy just again took measurements and left'

9/10 again hours on the phone and Diane Shubert called and told they will do the work on 9/14.

Nobody called or showed up so we called luna again and Diane was off so she would take care of it on 9/15.

With calling her and writing emails and no answer'

I would never ever recommend luna to anyone with all the frustration and mental stress I have gone through.I took leave from work every time scheduled.The emotional stress way too much'.I pray to God that the work be done soon as possible.

Enough is enough. I should not say this but luna ***

Damayanti Desai

I am disgusted by this company. First of all we were told we would be the first appointment of the day but they did not show up until 2pm.

by 5pm they were still not done installing (just) our bedroom carpet. We left the house to get dinner and when we came back 300ft of our bedroom was untouched. They did most of the room but the last 300 ft. when I called they were closed and they don't install on Sundays so on Monday I called again to complain and ask when they are going to finish our bedroom and one person said the carpet was defective and another said they ran out of carpet which means they are not even responsible enough to measure a room never mind install a carpet.

Now they are telling me they have to order the carpet which will take at least a week and then I have to call back to have it scheduled for installation. I am beyond disgusted I am going to the BBB. I want everyone to know what a joke this company is. A manager was suppose to call me, but no one has.

They have zero customer service skills. DO NOT USE LUNA unless you want to flush your time and your money down the drain.

PLUS- they didn't even put m furniture back where it was suppose to be... they left it pilled up in a closet.

Luna salesman arrived at 10 Pond View Dr on 2JUL16 to provide quotation. Agreed to flooring service at cost of $8,568.00.

Cancelled day after because a local contractor offered a better option. Kevin Konfirst offered new deal at $7,800. Install occurred on August 12th. During installation, installer notifies that they do not have material to install stairs in accordance with the signed contract.

Contacted Luna on same day to find solution. No solution provided. One week later, a lesser product was then offered at same price. No modification to contract.

Asked for credit. $300 offered. Installation and delivery dates then missed multiple times. Requested $1,000 credit or complete uninstall after three missed appointments.

Luna denied. Customer service was rude and unwilling to work with me on multiple occasions.

In order to get anything done you have to go through two different lines of customer service to contact someone who has authorization to perform any services.

My stairs have been bare plywood for the last two months. Totally unacceptable service.

The beginning of this month (August) Luna installed carpeting in my two bedrooms and vinyl plank flooring throughout the rest of my condo. The two installers did a good job on the installation of my carpeting.

Then, two different installers came out to do the vinyl plank flooring. I have concrete floors and half of the area was carpeted and the other half had ceramic tile. The installers used some kind of equipment to take up the ceramic tile. Doing that, they created a huge amount of concrete dust.

They did not bring any plastic with them and did not cover any of my furniture, the kitchen countertops, nothing. Needless to say, whey they were finished getting up the tile, I had concrete dust absolutely everywhere. Thank heavens I had closed the bedroom doors. But everything in the rest of the place had to be washed down.

You can't do a normal dusting routine and get up the concrete dust. All you do is move it around. Everything literally had to be washed - even things inside my kitchen cabinets! That is taking so much time - I'm still not done.

Then, everywhere there was tile, they should have smoothed out the concrete - put down a skim coat - but they didn't. They just installed the plank flooring, which is a floating floor, right over the uneven concrete. Now, when you walk on it, you can feel all the bumps and lumps and irregularities. I couldn't believe how they botched the installation!

I emailed my salesman the very next day and told him that this installation was done improperly and that I was not accepting the flooring. I told him I wanted a manager to contact me right away. I had to send him several messages, and still it took over a week for someone to call me back. When I was contacted, I was told that someone would come out to inspect the problem.

That took another week to get someone to come out. When he arrived at my house and I opened the door, I was stunned to see that they sent out the same guy who installed the floor! I expected a supervisor or manager to come out. I still can't believe they sent out the installer.

I don't know why he even made the trip - he knew what he did. He did make the statement that a skim coat should have been put down. I asked him why he didn't and he said it wasn't on the workorder! Not sure whose fault that was.

So now it's been almost a week since the inspection, and I just called to get an update as to what they are going to do about it. Now they're telling me that since it is a floating floor, I have to expect to feel the lumps and bumps in the floor. I knew when they sent out the installer that they had no intention of correcting anything. So now I have a lumpy floor that cost me almost $9,000.00.

I called customer service and told them to come and get their flooring and credit me for the amount the floor cost.

Should be interesting to see how they handle this. Diana D.

First they showed up without enough carpet to finish the job - not once, or even twice, but THREE times. What should have taken one day, took 5 business days to finish.

The dopey salesman apparently forgot to enter about half of the job. I spent hours and hours on the phone with "customer service" and they weren't helpful or supportive. I couldn't get anyone to even take my credit card to pay for the job!!! I would never use this company again - even if they gave me free stuff.

Egads, how they are still in business, is beyond me.

Complete incompetence from beginning to end.

I had Luna installed my carpet in few rooms and had 3 problems with it.

1) Installation was so bad that I had to call so many times to fix it. After a long wait it was so called fix it but again it started bubbling and got loose and I am still waiting for their call to fix it

2) Some area, I had some dirt stains and did not come off. As per Lina's advise I had carpet shampooed by a professional cleaner but the stains did not go, so I send the copy of proof to Luna that the work was done by the professional people but the stains are still there, All this happened within 6-8 months after installation but Luna denied the claim of carpet replacement.

3) It's very hard to get hold of any responsible person on phone. After so many calls, my case was assigned to one person, who is always busy and it's almost impossible to talk to her again. They never talk about the replacement of carpet and there is no manager or supervisor who would take initiative to take care of the customer, I have spent several hours to find someone to talk the problem but I have failed, tired and frustrated.

Without any question I will never deal with Luna ever again. In fact I am preparing to file a law suit against them with all the evidences I have.

If I have to rate the service I would give minus 10 because even 0 is too much to give.Suresh (571)236-****

Luna Flooring Co. and its sister company Empire Carpets Co. both suck!

I purchased Hardwood Flooring back at the end of January, and it's still not complete 6 months later! The original flooring started cracking after only a couple of weeks. We contacted Luna to have them come out and fix it. They sent us a new box of boards a week later installers came a week after the wood it and proceeded to cut out all the cracked pieces (at this point there was about 10 to 15 boards). When they went to replace them with the new pieces they found that they were wider than the spaces, so they told us they would have to come back in 2 weeks to "try" again. This happened 2 more times and the wood still didn't fit (by this time the 10 to 15 boards was now 25 to 30 boards). They decided that there was something else wrong, so we had 2 different inspectors come out to see if they could figure out the problem. After trying to blame it on our cleaning method, and the installers we told them we were going to file a complaint. So instead of us doing that they told us they would replace the wood at no charge to us, but if we wanted other types or other brads there may be an up-charge. They brought our all new cases of the same wood and when the installer showed up to start he took a look at the new wood and there was already cracked and chipped pieces right out of the cases. He told us if we had him install it we may have the same issues as the floor we already have. We called Luna again to complain and they said they would send us a salesman to show us new samples so we could pick a new manufacture. The salesman showed up with one sample with three colors of stain, none of with was the color we had and wanted. We asked him if he could show us other samples and he said this was the only one we had to choose from. We told him we didn't like any of them and sent him away. We again called Luna and told the supervisor that we were going to go to a showroom and choose something else. She told us we would have to choose a comparable wood or we would have to pay more for it. When we went to the store the salesman was very helpful and showed us what he thought would be a better quality wood and we would be much happier with it. Plus they have the same color as we wanted. So we told him okay and he told us he would let someone know what we wanted. We asked what the price difference was and he said it's definitely an upgrade and was more expensive but told us we wouldn't be charged anything for it since we were inconvenience for so long. This made us happy! He said this brand wasn't something they stocked in the warehouse so it may take so time to order it from the factory. Two weeks later the wood finally showed up at our house (an hour and a half late but better than never). No call from Luna telling us what time the next day the installers would be there. We got a call the morning of the install telling us it would be Saturday between 9:00am and 11:00am. At 12:30 we called to find out where the installers were. We sat on hold for over an hour before we even got to talk to a person. Then were put on hold while she checked to see why they didn't show up. After another 30 minutes she came back on the phone and told us there was a problem at the warehouse and they would not be here today. She told us we would have to wait another 3 days before they would be able to come back. I told he this was unacceptable and they needed to be there on Monday morning. She said this wasn't possible because all the installers were booked for other jobs. I'm not sure how this is possible since my job should have taken 3 days to finish. I told her she needed to reschedule someone else as I have been waiting to have my countertop installed and this was already scheduled for the next Friday, and since it would was going to take at least 3 days to do the floor they would both be here at the same time. She said she would look into it and call me right back. After waiting 2 hours for her to call back I decided to call back. I sat on hold for another hour and still didn't speak to anyone. I hung up and called back, instead of pressing 2 or 3 for installs I choose 6 for other option. Surprisingly I got right through to someone 1 minute later. After getting disconnected from the first person I talked to I called back again. This time the guy told me that department that takes care of installs was gone for the day and would have to call again on Monday. If I didn't need this floor finished by someone I would tell them to come get all the flooring including what is already down and shove it up there *** and I'd go to someone else and start over. Since this was an in-home sale I'm going to post on every Luna page so everyone can see it!

Update: The floor is finally finished! I only have one problem with the final install, the transition from the hall to the kitchen floor is loose and squeaks every time you step on it.

Update #2: I have to wait 2 weeks for them to come out to fix the squeaky threshold.

I'm digusted with Luna's service. Worst service I've had in my entire life of 48 years.

~theresa m

Paid nearly $8000 for floors only for them to not do the job right. They laid the laminate over the old floors, so now the door won't open.

They left the area near the door undone and expected me to find someone to shave the door down to then finish the flooring. 2 weeks go by and I ask them for assistance. They agree to pull up the new floor, take out the old floor like they should have, and relay the floor at no cost to me. But never offered any discount for the breach of contract and inconvenience all of this caused me.

I then waited for 3.5 hours, called them 3 times and the contractor never showed. The next business day, they call to say that the installers tried calling me and showed up without success. I set them straight and said I'm now hiring someone else to do the job and I'm only paying for materials.

The whole time, the accounting office is badgering me for payment when the job isn't finished. They are the worst!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Suppose to be at my house between 12-3 didn't call 2 hours late! Will never buy from Luna again!