Luna Flooring

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.

I have never experienced anything in my life as with this Company. I contacted them last week in regards to my carpet of two years buckling in several places. After speaking to several people and getting disconnected the first day finally someone said they will contact the office and get someone out here. After waiting a week they said they called my husbands phone number and waited for a call back from us. My husband never received a phone call from LUNA. Today on June 20, 2016, I contacted LUNA again to ask when someone was coming out and no one could find my ticket and blamed it on Empire, the first day Empire blamed in on LUNA. All these calls were recorded. I also let them know it was urgent since My 95 year old father in law is going to trip over these buckles in the carpet. As I waited the first time on hold today I got disconnected. I called back and had to go through the same issue all over again. I got disconnected once again!!!! I called back and a girl by name of ANA was somewhat helpful. At least she gave me a ticket number which should have been done on day one!!

She transferred me to the Baltimore office and said it may be a wait. Here's the good part, I waited on HOLD for 35 minutes for a woman to pick up the phone and say Luna can I help you, I said Hello, she said Hello and hung up!!!! I was pissed to say the least!!!! This is the worst company I have ever had to deal with on Customer service. I own a company and would be out of business if I treated my customers like that! AS I type I have been on hold for 16:38 seconds all while someone tries to contact the Chicago office to get me to Baltimore, Md so someone can come out to stretch the carpet!! I really hope my father in Law does not fall due to this issue. There will be a BBB complaint and also A lawsuit!! He is petrified to walk over this carpet. I just got notified a Victor Garcia is going to contact me supposedly to fix the situation from the North Lake IL area in Chicago. I live in MD!! Unbelievable!!!

I am still on hold as of 21 minutes! I hope no one ever buys from EMPIRE or LUNA again...I sure wont!!!

Carpet install on (2) sets of 5 steps, pieced together, cut wrong, installed using 2 different methods, missing padding. Luxury vinyl tile install, installer cut new flooring on top of already installed flooring, used putty in gaps where plank ends meet...it's a tongue and groove application not spacing with grouting.

Cut my door frame bottoms for no reason, some higher lower than others. Short on materials. Over 30 sticky notes on my 425sq ft of luxury vinyl plank flooring where the ends are beveled, lifting, buckling due to terrible install. Luna had the nerve to call and schedule install of remaining flooring when they haven't offered a resolution to existing damaged installed floor.

Oh flooring hasn't been in a week yet. Took 3 days to get a manager on the phone, she fed me a bunch of bull, took her a week to get back to me and acted like she never promised to get quick results and resolution. Had to cancel a Christmas party because there is unfinished flooring in hallway and living room. Now I have no place for my family to celebrate Christmas.

There are only 2 spots in my house for a Christmas tree, one in front living room window, but can't because nothing but sub floor there and the other the living room side window but can't because all my furniture is pushed up against there. For them to suggest installing the remaining flooring is like buying new tires for a car that's totaled. Waste of time and money. I started calling them a week ago, and continued to call 3-4 times a day and always told no manager available.

No one in the local office is responding, the salesman acts all surprised no one is calling. They had a local guy come by to assess my carpet install, he showed up with a doo rag on his head, ripped up jeans, and a over sized thermal shirt with a dice design all over it. Nice guy, but dude try being a little professional. The crews they sent in here, couldn't speak or comprehend English at all.

They left debris and trash all in my front yard, sidewalk, and garden. Left a McDonald's cup on my front porch. I stepped on a nail and other metal pieces on my front porch. It just goes on and on.

They must not think I am serious.

They could careless about me as a customer or my home. While they sit around their Christmas trees opening presents with family, I'll be sitting on their POS flooring!!

I bought carpeting for three bedrooms and a hallway. I paid for extra padding and a more expensive padding at the salesman's suggestion.

The day of installation left a multitude of problems: A broken desk, scratched closet doors, staples throughout the house, carpet pieces in each room of the house the installers went (to include the outside), multiple doors either not hung or hung improperly, and the installers refusal to cover their outside gym shoes on the brand new carpet. The customer service manager was ok to deal with, until a repairman charged the company in excess of $600 to fix their damages.

The representative told me it should be common sense with new carpeting the doors would not fit and Luna is not responsible. This is the worst company I have ever dealt with and not only will they not receive my business but I actively tell multiple people at work, daily, about the horrible experience (even if they are not in the market for carpeting).

I contracted with Luna Flooring to install hardwood in my living room and dining room. I already had hardwood in the rest of my home, so I needed Luna to ensure they matched the existing hardwood.

Luna Flooring is supposed to be experts in Flooring, so when I asked about the difference in the wood, they told me my existing hardwood had been exposed to the sun, so the color was different from the new hardwood. They assured me the hardwood was the same. Well, they lied. They installed red oak hardwood and my existing hardwood was white oak.

Luna Flooring management refuses to take responsibility for their mistake and flat out lie. So, now I am stuck with paying to have the hardwood replaced by a reputable and legitimate flooring company.

If you need any type of flooring, even if it's for your dog's kennel or doghouse...DO NOT call Luna Flooring or Empire Flooring because they are not reputable companies and if they screw up, they will NOT take ownership of their mistake! RUN...don't walk away from Luna Flooring!!!

Luna advertised 70%off with free in home estimates. I made an appointment for an estimate.

I received 3 reminders about my appt. My mom was home, but she called and let the rep speak to me. He said I needed to be there to pick the floor. I told him Mom could pick it.

He asked, "does she have money for a deposit ?". Sir you would need to give the estimate first. He said that is not the way they do things and a deposit was as required. I told him I was shopping for the best price and if he couldn't give me an estimate without a deposit then he could leave.

He left!!!!!

How can I give a deposit without a price? I'm pissed

WORST COMPANY EVER! They were supposed to install two bedrooms of carpet today.

We only wanted one room done at a time, but they talked into doing two at the same time. We spent hours taking items and furniture out of both rooms between last evening and this morning. They call at 9:30 am to inform us that they will not be able to install the carpet today after all. "We can do it this Thursday or Friday." Oh yeah, so we can move the furniture all back into the bedroom (because we can't leave it all sit throughout the rest of our house), then take it all back out and then tell us sometime that morning that you won't be here either?

It took me two hours of phone calls and wasted time to FINALLY talk to someone who is SUPPOSEDLY refunding us in the form of a check which "can take up to 10 days" or with the state of USPS, it may take much, much longer - or not arrive at all. I am furious and will NEVER work with Luna againWoWR

This place is terrible I wanted a grey carpet and they installed a beige I dont know if there color blind. And they supposedly have a love you carpet guarentee well we have been leaving messages with some guy Brian Hartley who never returns call this guy should be fired we left him numerous voicemails and taking time out of my days to sit on the phone and wait today was another 45 min on hold until I hung up now

Im back on the phone again 20 min Im still no one has picked up the phone. This place I wish I read there reviews before hiring this company there reviews are terrible and so isnt mine

I made the biggest mistake in hiring these hacks. I ordered carpet and on the day of installation these 3 Bozo show up No PPE at all. So I figured since my kids weren't here, because I was in a rush. These guy while I was gone my wife filmed these guys .1 unrolling the carpet on my dirty driveway , cut it to size, 2.Track through our flower bed after I asked them not to tread the our yard (Still snow on the ground) bring it into our home. 3.Then they tracked gum on my brand new carpet while walking on it with their dirty shoes. 4.Then these idiots broke the trim around my door attempting to tuck it in. 5.They scratch and gouged damn near all of my newly installed and freshly painted drywall. 6. Did a lousy job of installing and tacking down the carpet. ( there's place you can just pick it up) 7. To add insult to injury one of these idiots ate lunch and left behind all his garbage.

I called for almost two months with no answer. Then after about almost three weeks of negotiating this guy. He said that they would reinstall new carpet in five days which was a Saturday. I waited around all day for over six hours and no phone ,test, email nothing. So I finally called and inquired about my installation and the I was told that "they weren't coming today because that they were all out of the carpet"

After these I was done. I called there headquarters numerous times and talk to this so called manager or supervisor and I told him that they can come and remove this crap and that I wasn't paying for their F@#&;;;;;; service.

Then he basically said to me that I'm stuck and that have to pay them. Again I told him I refuse to pay him anything and they're not going to extort me with their *** service. Since then I've called the BBB and this *** still want me to pay for this garbage. With no mention of the damage they've caused or the financial back as well time consuming project set back.

I have made a scone claim and have not heard from them. I had the carpet cleaned and it still looks matted down and also unraveling

I am so upset. I am a single mother and this company is a big scam.

I paid 1750 for carpet that is 10 months later matted down and unraveling. It looks just as bad as the carpet before that was old. Stains didnt come out after being professionally cleaned. I want them to install carpet that lasts.

The sales guy said this carpet was the best. I want someone to help me contact CW20578