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Luna Flooring

Luna Flooring

www.luna.com
What is your customer experience with Luna Flooring?

Luna Flooring Overview

The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.

Based on reviews, created with AI
Rating Distribution

Luna Flooring has a 1.3 star rating from 89 reviews; consumers are mostly dissatisfied, citing high price level and frequent unresolved issues.

Key Takeaways for Future Customers

  • Read Luna Flooring reviews and confirm warranties and written estimates before paying a deposit.
  • Expect slow or missing responses on service requests and insist on documented timelines for refunds.
  • Verify product availability before scheduling installation to avoid delays and incomplete jobs.

Negative Feedback / Risk Areas

  • Repeated Luna Flooring customer complaints about poor customer service and no callbacks.
  • Frequent reports of incomplete jobs, wrong materials, and installers lacking training or supplies.
  • Numerous requests for a refund go unanswered or are delayed after cancellations or failures to complete work.

Positive Feedback

Installers are often described as hardworking and pricing can be competitive; some customers had satisfactory follow-ups and resolved installations.

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Tim T Cad

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Schaumburg, Illinois

Lied to about everything

AI Highlights
  • - Salesperson lied about waterproof floors and a lifetime warranty.
  • - Scratches and dents appeared after installation; company would charge to fix.
Contains 1 confidential file for company representatives

SCAM ARTISTS!!! If there was an option to give zero or negative stars I would.

I had a salesperson come into my home and tell me that the floors I purchased were waterproof and not water resistant. And that I had a lifetime warranty for all dings and scratches. It turns out none of that was accurate. There were scratches and dents in some of the boards after installation and they were going to charge me to fix it.

This was a week after putting them in I found it.

The fact that they lied to my face and sold me on a product and warranty they knew they did not have is illegal and wrong. What is even worse is that they refused to acknowledge it and make it right.

This company is running a scam and will lie to get you to purchase. And when you ask for documentation they say they will send it to you after completion.

Never happened and that is because nothing of what they said was accurate. How is this allowed?

Loss:
$20000

Preferred solution: Price reduction

User's recommendation: Don’t use this company

View full review
Islah Xus

Luna is disgraceful

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Had new carpet less than 4 months and showed terrible wear and high traffic stains (we don't even wear shoes in my house!) Have had professionally cleaned. Have filed claim.

Each time 30 min on hold when I call the company. They have a "scheme" of continually asking for more information (photos, copies of cleaning recipes that they misplace, and never returning calls). Now has been over 6 months since I filed the claim. Spent nearly $7000 on three bredrooms.

Luna is blaming the Mohawk carpets for the problem....but not taking any responsibility for the fact that they sold us a totally underperforming carpet??? Wow...how dumb are they?? We live in the north shore of Chicago and have used Lewis Carpets, Empire and Kaschion Brothers with great results. Luna is just terrible.

Considering forming a class action based on all the bad reviews. Please respond to this posting if you would be interested in joining a class suit.

Reason of review:
Poor customer service
Loss:
$7000
Preferred solution:

Full refund

Luna Flooring Reply:
Dear Customer,
We've read your review, and we regret to hear about your product concerns. We would like to know more about the situation and ensure that any unresolved issues get addressed, but we are not able to locate your account with the information posted here. Please send your contact information to care@luna.com so that we can follow up with you.
Thank you.
-Luna Customer Support
View full review
Keilon Blq

Luna Flooring - Customer Care Review

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I have now called customer service three times with absolutely no help whatsoever. Told each time that "market support" will call me back.

Well Claire and Dominique I am still waiting for the call My order has been cancelled for a month now and I want my deposit returned. I guess that is too much to ask from this useless company.

Reason of review:
Return, Exchange or Cancellation Policy
Luna Flooring Reply:
Dear Marena,
We regret to hear that you have not received an answer regarding the status of your refund. We assure you that your concerns are important to us and we would like to investigate this matter further. Unfortunately, we are unable to locate your account with the information posted. Please email your concerns and account information to care@luna.com so we can address your concerns.
Thank you.
-Luna Customer Care
View full review
Anonymous

No refund, no call back, no customer service

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Salesman came on 12/7/16 and measured for hardwood in 2 rooms. Showed me 3 choices of wood to pick from, I asked for glossy and he told me "they do not make that anymore, people are going for the matte finish now"........Price was reasonable so I went ahead with it but when I asked about the buy one room get one free that was advertised I was told "oh that is not for this hardwood"..........He left and I immediately signed the cancellation form and went to the post office, mailed in certified mail that same day.

Contract said refund within 10 days. January 3 and still no refund on my cc. I called and was told "Claire will call you back today" She never called.

Called again on Jan 4..."Dominique will call you by tomorrow".......I am calling BBB now. This is a run around, false advertising, bait and switch......

Cons:
  • No response
  • Product or customer service
Reason of review:
Poor customer service
Loss:
$300
Preferred solution:

Full refund

Luna Flooring Reply:
Dear Customer,
Your concerns are important to us and we regret the lack of communication that you received. We want to follow up with you to address your refund concerns, but unfortunately are unable to locate your account with the information provided. Please email your concerns and account information to care@luna.com so we can further assist you.
Thank you.
View full review
Anonymous

Luna Flooring - Flooring Installation Review

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Tech did not have all the equipment to complete the install of my tile. Said someone will call me when they left but no one did.

Floor not finished and don't know when they will come but they got my money. Have already contacted the BBB

Reason of review:
Order processing issue
Luna Flooring Reply:
Dear Customer,
We are disappointed to hear about your experience. We want to help, but are unable to locate your account with the information given. Please contact us at care@luna.com with your account information, and mention Pissed Consumer in the subject line, so we can further assist.
Thank you.
-Luna Customer Support
View full review
Anonymous

Luna Flooring - Carpet Installation Review

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Had very good experience with luna. Price was very affordable they worked with me.

Guys did a very good job and came on time and only took 45 min to install. I will be contacting them again.

Reason of review:
Good quality
Luna Flooring Reply:
Dear Valued Customer,
Thank you for taking the time to write such a wonderful review. We are beyond pleased to hear that you enjoyed your overall Luna experience. Enjoy the new look and feel of your home, we look forward to working with you on future projects.
Best,
-Luna Customer Support
View full review
Ahlani Xmq

Displeased Customer

On 10/18/2016, Luna Salesman Brandon Hawkins’s presentation of Luna’s carpet service was excellent. He quoted me a price of around $7800.00 to install carpet in 4 bedrooms which included closets, an upstairs hallway and stairs.

I signed the contact, but I later changed my mind and decided to wait until after the New Year. The decision was made because I was contemplating installing hardwood floor, as well. I cancelled the contract within the 72 hours via telephone and in writing with the Luna Customer Service Representative. I later received a phone call from Ms.

Clarissa Tibbs authorizing me an offer $1300.00 less for the same carpet installation to continue with my carpet installation. I decided I would stay with the Luna installing the carpet only if they include my family room and the original quote. In which Ms. Tibbs was very professional and addressed all my concerns.

I also change my carpet choice to Sanibel Urchin. The installation was schedule for 11/4/2016 but was a NO-SHOW. I took that day off from work and waited for someone to call me between 6am – 9:30am. I called Ms.

Tibbs and she contacted the local office. The installers finally showed up on 11/7/2016. They were very professional and did a wonderful job installing the carpet. However, the family room was not included on the paperwork that the installers had in hand.

The gentlemen wanted me to sign the paperwork stating the project was completed, but I refused since the job was incomplete. I later found out that the paperwork was submitted to Wells Fargo for payment even though the job was not completed. Once again on 11/21/2016, I contacted Ms. Tibbs and she ensured me the order for the family room has been placed and forwarded the request to the local office.

She also stated that the installation would now be performed 11/23/2016 again, I took another day off from work and waited for someone to call me between 6am – 9:30am. For my inconvenience, she deduct $500.00 off the initial amount and ensured me the carpet would be installed before Thanksgiving. I have made several attempts at contacting customer service to speak with someone from the local office but feel I am getting the run around from the person who is coordinating the scheduling of my carpet installation.

I am now at the point where I just want a refund to cover the family room carpet installation and have another company install the carpet. Luna have been paid for service not fully rendered.

Reason of review:
Poor customer service
Luna Flooring Reply:
Dear Mr. Russell,
We have read your post and sincerely regret to hear that your concerns have not yet been addressed. We will be in contact with you shortly to address your concerns and start working towards a solution.
Thank you.
View full review
Meila Rdr
map-marker Addison, Illinois

They cheated me

I did not get the padding I paid for, and I need someone to assess the carpeting, because it's very cheap and I don't believe it's what I was sold when I signed the contract. Horrible experience.

The salesperson does not respond to my emails. The installers were unprofessional and it was difficult to communicate (they did not send anyone whose first language is English). They were careless in the process of moving my furniture.

But mostly I have no doubt that they cheated me on the padding and am very concerned that I've also been cheated on the carpeting itself. I do not want to go through another installation experience--I had to take the day off from work to be here and cannot afford to do that again.

Reason of review:
Bad quality
Loss:
$1238
Preferred solution:

Full refund

Luna Flooring Reply:
Dear Gail,
We are disappointed to hear that your product is not meeting your expectations. We want to learn more and we will be following up with you soon to address your concerns.
Thank you.
View full review
Anonymous

Poor Scheduling

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I scheduled a carpet installation for friday the 18th of November. the day of an two days prior Luna called me to insure that i would be home between 8 and 11 AM.

I was home on said day and they did not show. At around 12 they called to say the installer had not be back to the warehouse to cut the carpet and i would need to reschedule. I was fairly calm but livid with the sales manager and operator. I have them scheduled to come back here in a week (next) Friday.

Horrible scheduling, they did give me $250 off the original price but I do get a bit angry when sit down and think about it. I might just cancel the entire install.

Reason of review:
Problem with delivery
Loss:
$140
Preferred solution:

Price reduction

Luna Flooring Reply:
Dear Customer,
We regret that you did not enjoy your experience with us, and we would like to know more about your concerns. Unfortunately, we cannot locate your account with the information posted here. Please send your account information to care@luna.com so that we can follow up with you, and mention PC in the subject line. Thanks,
-Luna Customer Support
View full review
Anonymous

Luna Flooring - Carpet Installation Review

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Luna came to my home to install carpet. When the installers came to my home, they pulled up a corner of my existing carpet then I was told they could not install because my floor may have aabestos in it.

Mind you I had already took my old furniture to my son, took off from work, had new furniture to be delivered that day, and given Luna a deposit.

When I called customer service I was told it would take 7 to 14 business days to get my deposit back. Pissed

Reason of review:
Return, Exchange or Cancellation Policy
Luna Flooring Reply:
Dear Customer,
We are disappointed to hear that you feel this way. We want to help address your concerns, but unfortunately are unable to locate your account with the information provided. Please email your concerns and account information to care@luna.com so we can further assist.
Thank you.
View full review
Anonymous
map-marker Mays Landing, New Jersey

Poor customer service - we were stood up twice

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Poor customer service. We have used Luna once in the past and they did a decent job with a carpet installation.

However, when we contacted this time, they set up an appointment window and never showed up. Upon contacting them about the missed appointment and told them that nobody even called us, they claimed there was a scheduling appointment and we rescheduled for the next day. They failed to show up for the second appointment as well and never once called us with a reason.

I understand that things go wrong but when it happens two times in a row, that is unacceptable.

Cons:
  • Customer services is poor
Reason of review:
Poor customer service
Luna Flooring Reply:
Dear Customer,
We regret to hear that you were inconvenienced by two missed appointments. We want to help make things right but are unable to locate your account with the information provided. Please email your concerns along with your account information to care@luna.com so we can further assist.
Thank you.
View full review
Anonymous
map-marker Corpus Christi, Texas

Luna Flooring Sucks!!

We contacted Luna, and they had a sales representative come out to our home to pick out carpet. We had asked for the most durable because of our high traffic areas, and dogs.

When they went to instal our carpet, they had missed measured, and had to reschedule the install date after I had already taken off work. Within 4 months of having our carpet it looked like ***. We called to have someone come out and inspect the padding and the carpet. The guy from Luna that came out to inspect that padding said it wasn't a padding issue, but a carpet issue.

We spoke with someone from customer service, they told us to get our carpet cleaned. So we did. When our carpet cleaner showed up, he said we had been sold the cheapest carpet, and had paid twice as much as we should have for the carpet they promised we were getting. Even after it was cleaned it still looked terrible.

Luna had told us once we sent them the invoice and pictures from our carpet cleaning that they would then help replace our carpet. I've emailed them three times, and have yet to get a response. This was the worst experience buying carpet, and will NEVER consider buying anything from them in the future.

We've also told everyone about our experience, and to avoid Luna carpet. My mom is also a big name in real estate and based on our experience has told her clients to avoid purchasing carpet from Luna.

Reason of review:
Bad quality
Luna Flooring Reply:
Dear Customer,
We appreciate your posting. Unfortunately, Luna Flooring does not service any Texas region. We believe that you might be referring to a company with a similar name. We want your concerns to be heard, so please make sure you are posting to the correct company page.
Thank you.
View full review
Anonymous
map-marker Chicago, Illinois

Luna Flooring - Carpet Installation Review from Chicago, Illinois

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Don't EVER order from them! I have NEVER dealt with so much *** from a company.

Nobody has a clue, always transferred, mailbox is always full...obviously full of complaints, no email address is given, etc.,etc...

I was having carpet installed today....never showed...then they were running late and 5 minutes later on the way over they noticed they were missing stuff to complete the job and needed to reschedule. In meantime, beds taken apart, carpet and padding was removed...by us! House a mess and no bed to sleep in now. Oh, and they are now closed and can't get a date until Monday.

TOTAL ***!

Will be co tacking better business bureau and an attorney.

Reason of review:
Order processing issue
Luna Flooring Reply:
Dear Customer,
We are disappointed to hear that you were inconvenience by a missed installation appointment. We want to help but are unable to locate your account with the information given. Please contact us at care@luna.com with your account information, so that we can further assist.
Thank you.
-Luna Customer Support
View full review
Anonymous
map-marker North Attleborough, Massachusetts

Luna Flooring - Customer Care Review from North Attleborough, Massachusetts

Did work in our house and upon completion broke things in our house and costumer service offered us " shut up " money instead of fixing our issues.. representing were less than helpful and smug while dealing with these issues... Will never recommend or use again

Reason of review:
Poor customer service
Luna Flooring Reply:
Dear Customer,
Your concerns are important to us and we regret to hear that you feel this way. We want to learn more, but unfortunately are unable to locate your customer information. Please email your concerns along with your contact and account information to care@luna.com so that we may further assist you.
Thank you.
View full review
Anonymous
map-marker Andover, Massachusetts

Luna Flooring - Customer Care Review from Andover, Massachusetts

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Honestly not worth the time to look at Luna as an option. We asked for a simple stair runner install, their price was attractive and their salesman was fine but since then they have brought the wrong carpet, blown off our reschedule and made no attempt to complete the job.

Their customer service is terrible and not remotely helpful. According to customer service their helpful suggestion is to take another day off from work (beacause 3 times lucky) and reschedule the install.

I have spent more time on the phone with their customer service then it would have taken to perform the install 3 times over, I have zero confidence in this company and will now be fighting to get my deposit back. This company has no idea how to operate business.

Reason of review:
Poor customer service
Luna Flooring Reply:
Dear Customer,
We regret to hear about your experience and assure you that your concerns are important to us. Unfortunately, we are unable to verify your customer information. Please email both your account and contact information to care@luna.com.
Thank you.
View full review
Anonymous
map-marker Baltimore, Maryland

Mad customer

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good morning today I was supposed to have an estimate done to my house for two rooms a hallway and steps the appointment time was from 9:00 am to 11:00 am I sit down stair until 11 oclock when I called to see what was going on and where was the person the representative on the phone told me that the guy came to my house at 9:00 and knocked on the bricks now help me please when have anyone got into any ones house by knocking on bricks what kind of service is that I am very disappointed with the service and hope that no one else has to experience that kind of treatment again.

Mad customer

Cons:
  • Customer services is poor
Reason of review:
Poor customer service
Preferred solution:

have reliable people if you are going to do in home estimates

Luna Flooring Reply:
Dear Phylis,
We understand that your time is valuable and are disappointed to hear that you were inconvenience by a missed sales appointment. We will be in contact with you soon to address your concerns.
Thank you.
View full review

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