Luna Flooring
Reviews and Complaints

So my floor was suppose to be raised so trim and woodwork would be right..see attached photos it iwas not done properly. It looks awful I emailed pics into customer service...NOTHING at all NO RESPONSE

I am beyond pissed..not sure what to do at this point. Also just recently a part of the floor in the kitchen has grown a bump in it like something is under it and is now lifting and cracking floor...I am going to attempt to contact customer service AGAIN BTW these were just a few photos

Had a sales guy, Brian, come up to price flooring for us. We wanted 2 bedrooms, an office, a hallway and living room to be laminated.

We clearly stated to him at that time that we were on a cement slab, no basement. We placed the order, put 1800 down deposit. Guys came up on the scheduled day. They first rudely insisted that they were doing the entire 800 square foot project in 1 day, we told them we were booked for 2 days, and they refused.

They looked around at our floors and said they were too wavy because it was a cement slab, and refused to do any work. They ripped parts of the carpet up and left it open and the tack strips exposed. They went dumpster diving in our dumpster and left. I called Luna and explained the situation.

After having a general contractor come out and look at slab, it was determined that laminate is not possible for our situation(unbeknownst to us). We decided to go with carpet. We scheduled to have it installed on a Friday. Friday comes and goes, no installers.

Keep in mind, we have cleared 3 rooms and 3 closets and its all stuffed in our living room and kitchen. Call Luna and they confirm that the appointment was scheduled for that day but the order never got transferred through to the installation department, so now we must wait until Monday. We spent hours on the phone trying to get someone to help us, even if someone just came out and did just our daughters room so we could set her bed up..... no.

So for a week now, we have been living in a hoarded living room, sleeping on the floor, can barely function. Very difficult to cook properly in kitchen or even find laundry because we cleared EVERYTHING out in anticipation of flooring installation, and stuff is just everywhere.

Now they say they will come up Monday.... this whole situation has been beyond frustrating and upsetting and I would definitely warn anyone considering Luna for their flooring needs to steer clear!

Jeff Baughman came to give us a quote after we had severe water damage. Gave us an astronomical price and said the finance.

Said they needed to do a credit check. They do and we are able to finance. What he doesnt say is we just got a credit card with Well Fargo, same banking company that was opening credit accounts in peoples names a few years ago. We decided to not use them after he became angry when we said we always slept on a major decision like that.

Week later, I get a credit card in the mail with Luna on it. NEVER use this company. We got real hard wood flooring installed and much better quality carpet for literally half the price of what they quoted. They must be a front for the mob.

What a terrible, dishonest organization.

Dont even call them its a scam. Contacting BBB next.

I wish I would have read this before. I had laminate flooring scheduled and one room carpet.

The flooring guys (2) brought the wrong product on day 1, the carpet in out no problem. Day 2 only 1 flooring man showed and worked till 3am and the flooring is bowing and the trim looks like crap.

I have not been able to get it fixed, they keep telling me they are looking into it. Do not go with Luna

We contracted Luna on 07/09/2020 Flooring to install hardwood floors for the entire house. On the day of the installation they told us that they do not have the materials for the staircase.

They said they will have them in 2 weeks. Last week the said that they finally got the materials for a 09/01/2020 installation. A day before they left a message saying that nothing can be done until after 09/05/202. Did not mention when or why.

Luna did charge us in full $ 16,000. I think they took us for a ride

The first time I dealt with Luna they screwed up on the carpet size and didn't provide the installers enough carpeting. I had to deal with the manager of Luna to get the installers back out the same day to do the install of 1 medium size bedroom approx 150 sft.

They came back out the same day and I love my carpet. I decided to go back with Luna on a smaller bedroom, hallway and stairs and I set up installation for 31 July and had to reschedule twice due to unforeseen circumstances. I was set up for today, and they called yesterday evening to tell me my carpet was on back order. How do you have scheduled installation, well in advance, and not have the material to do the job?

I cancelled immediately. They offered me a $50 discount but I declined as who knows when the installationl would actually take place when something is on back order. Lesson learned, they messed up the first time by not having enough carpet and then messed up again by not have the carpet at all. I will NEVER, EVER, EVER, DEAL WITH LUNA AGAIN!!!

As for EMPIRE, they are the same way...they are a sister company to LUNA and before Luna the first time, we had Empire whose installers never showed up and then kept the deposit because I cancelled when we waited all day and were continuously told installers would be there, but they never showed. Once we got Luna and learned they are a sister company, we got the deposit back. Neither of these companies are great. The carpet is nice and you might get a great price but it's horrible business practices and the company doesn't care one way or the other.

There are plenty of other companies out there who I'm sure will give you a decent price and less hassle! I honestly don't know how they stay in business.

We were supposed to have an install on Saturday. We received a text with the confirmation early Saturday morning which stated that the installers would arrive that morning.

Around 10:30 we got a phone call stating that they would be here between the hours of 11 and 2 - apparently that's what "morning" install means? We later received another phone call stating that they would be here by 2:15 and were promised the job would be finished that day. At 2:30 we called back to find out where they were - apparently there was a problem with the previous job and they wouldn't be able to come.

Long story short, spoke with a few "supervisors" who had no idea what was going on, told us our install would be the following Thursday - unacceptable seeing as our house is all torn apart waiting on the install. In the meantime, the installer called to say that he would be here Monday morning between 8 and 9.

Well, it's 9:30 on Monday, he's not here and that "supervisor" doesn't know what is going on.

I'm sorry but you're a flooring company who has been in business for many years. You know how long a job will take and I'm sure you build in buffers for the unforeseen circumstances.

This is unacceptable business practice.

Live and learn. Should have read the reviews.

Our living room floor was started Tuesday and it is now Saturday. I am still waiting for a call back to have the job completed.

They told me it would be completed in a day or two.

I called LUNA Thursday and Friday and was told they would have an answer in 24 hours only to receive no call. Very unsatisfied customer.

During carpet install, installers notified me they didn’t have enough carpet because sales rep took incorrect measurements. Contacted sales rep.

Installers returned next day to finish install, but again not enough carpet to complete the remaining room and 3 flights of stairs. Not to mention, installers left mountains of carpet shavings all over my driveway! Contacted sales rep who promised to refund me $200 for inconvenience. Said it would be refunded in 7-10 business days.

Contacted him 2 weeks later, promised he would put through $200 refund and to please give him a good review. Last contact was 3 weeks ago. Never received the $200. Sales rep flat out lied.

Was it worth it, I ask? I paid $3300 for the carpet.

Mr B.S., you’ve cost Luna a valued customer and negative publicity. By the way, use the $200 to buy some integrity and professionalism.

Best regards!

Ms Johnson

I signed a contract with Luna carpet to have laminate floors installed on Monday, August 17, 2020. I was told they would be installed oh the August, 18, 2020.

When the installers arrived on the 18th that morning the installers were rude to my wife and refused to answer her question after they told her they needed the remainder of the money($1900.00 when the contract was sign) $4007.00 before they could start the installation.

My wife told them she would not pay the balance until the work was completed. My wife then ask them if they were going to complete the job, and he said they only had enough flooring to do half the work. She asked them to call the company for an answer, and they refused. She called the sales person and he told her he would take care of everything.

I called Luna later that day to tell them I was not going to give the final payment until they completed the work, and she insisted we pay the balance before the install of course I refused. I told De that I wanted to cancel the contract and again she gave me the run around. Finally, she transferred me to accounting to cancel and I waited and waited and finally a voice recording came on and i left a message. This was 8/18/20 and I did not hear from Luna until 8/28/20.

I agreed to let them do the work on 8/24/20 and when they showed up to do part of the work they had the wrong flooring.

After trying to get in contact with De for about 30 minutes a recording came on again we finally reached someone that got in contact with De who finally called us back about 45 minutes later.

At that that time we told her to cancel our contract which we were within the time frame to cancel, but she still did not want to accept the fact we wanted to cancel the contract. After going in a circle about why we wanted to cancel she finally told us she would return the $1900.00 dollars to our account in 8-10 days.

The salesman did a great job he tried to help us 2 other times but after that everything went down hill.

Very unhappy family.

Salesman had trouble doing the contact on line did it at home a sent it to me, we talked I told him since two floors involved I wanted the hardwood done First floor foyer so that the carpet could be done first day after the foyer since the rest of the hardwood is on the second floor he said that is fine. Today the hardwood guy shows up says carpet is tomorrow, he was on the phone 45 min trying to figure out what we owe since the carpet guy would collect payment for the carpet when installed I called my sales person Jeff absolutely useless, he said he was busy he kept saying he did everything correct it was everyone else who messed up I asked for his bosses phone number David Bryce he said he couldnt give it to me I asked that he call me.

Jeff sent me a text saying I would get a call shortly 3 hours later still no call from David Bryce.

Once they get your money its F off we will do what we want, forget customer service. Dont use even if they say we will match any price the non responsiveness is not worth the pain.

I had Luna replace the 13 year old carpet on my second floor in June of 2019 and it was a fiasco from the start. The salesman showed samples and would not leave any.

I chose a color that had the words moca and coffee in it because of the brown tint. When the installers showed up they began to unload a basic GREY carpet that was not the same as the sample I originally selected. The color was different and they were sent away. I was contacted by the salesman who did nothing but make excuses and texted me photos of a carpet that had a brown appearance to it.

I rescheduled for the installation and when the installers showed up the carpet had a tag on it with the words “mocha and coffee” but the carpet still appeared too grey. I felt it was the same carpet they originally showed up with with a different tag on it. So I reluctantly allowed the installers to proceed and they were done in a few hours. The carpet color was not exactly what I had imagined but I figured I would “Deal with it.” So fast forward almost 6 months (11/25/2019) and I started to notice excessive matting on the stairs, in the hallway, bedrooms, and outside of the bathrooms.

After vacuuming and vacuuming it was obvious that the matted areas were becoming permanent since you could see the area where people have walked. It simply looks horrible and old so I contacted Luna for assistance. I spoke with several people, including a supervisor, who said that high traffic areas were not covered under the warranty and that I would have to pay over $1000.00 for labor if they were to replace the carpet. I asked about the 6lb 7/16 padding that they put down and was told “You should have purchased a better passing.” I was amazed that these people would not assist me with my concern.

They didn’t even ask for my pictures or offer to send someone out to inspect the matting and permanent tracks that were in my 5 month old carpet. I have since contacted my credit card company asking for assistance and they offered a temporary credit while the matter is investigated. Several days after my CC company initiated the investigation and issued the temporary credit I was contacted by A Luna representative who basically threatened to ruin my credit and seek legal action against me for “Non payment.” I became very upset and told him that they left me with no choice but to contact my CC company for possible assistance and that if anyone should be getting sued it’s them.

I’m leaving in the hands of my CC company and hope they will find in my favor so I can immediately have another company come out and replace this garbage substandard carpet.

Was told they'd beat or match any other offer I'd get. So someone offered me a lower offer.

Decided to go that way.

Then Sales lady called and left voice mail to ask about her offer.

Sent text to sales lady and asked if they'd give guaranteed offer to go under or match my lowest.

Never got response.

Called lady but she was on another line. They said she'd call me back in a few minutes.

Never got call.

Checked reviews and they were bad.