Luna Flooring
Reviews and Complaints

As of this moment Luna has not contacted me the BBB has closed the case because we couldn't come to an agreement and I'm still waiting for the Attorney General office to respond. When they advertise on Facebook I write a bad comment.

Luna currently owes me a 4,100 refund that I have been pursuing and promised since the beginning of March. They sold me a floor then the installers came and refused to install it.

They agreed to refund. No money and no return calls or emails for the last 3 weeks. Unfortunately that was the money I had counted on to weather the covid storm. Because of course I lost my job.

Dont waste your time dealing with these ppl they have no ethics at all. OnD

Don't use Luna for installation for vinyl planks. The sales person promised me that the planks would be smooth and gorgeous looking.

The planks are all dented and in the light look damaged. Luna send 2 people to review them, they say there is nothing wrong with the planks even with all the ununiformed denting.Luna told me if I want the new planks I would have to pay for labor.

It took a long time to get thru them also. They are refusing to help me in any way and I paid 2 grands for the installation.

Installers refused to install stairway carpeting because it was too "cold". This is an inside staircase with temps at about 65 degrees.

I had a similar staircase done during Feb. a few years ago, with no issues. When ordered carpeting from salesman Jon he assured me that there would not be any issues with install. Apparently, installers arrived too late and simply didn't want to do the job, since it would go past 6:00 pm.

Anyway, when I complained to customer service I was treated like a child by James and no one was willing to provide me my credit for overpaying my deposit. The national call center stated that someone would call me by the end of the day to rectify this, but I'm still waiting for that call and refund.

Not only was the salesperson uneducated about Luna's products, but Chicago's local customer service was rude and never even bothered to assist me. Still waiting for my money returned for a breach of contract.

we agreed to change the entire apartment carpeting to wood flooring, installation crew came in and they said they couldn't remove the entrance tile and replace it to woods therefore we agreed on doing only the living room since they were there, did the job in one day, after a month the flooring looked uneven called luna and they sent an inspector two months later nothing happened I called again they sent another inspector and till now have not heard a word it is getting closer to being a year and nothing has been done poor customer service as well as poor quality material

On June 25th Jon Block came out to show me carpet.

I put down a deposit of $2,500

The installation took place on July 10, 2019.

On July 11, 2019 I discovered Nails that were left in the carpeting that were exposed and could cause damage to someone’s foot.

I called customer service and I was told that somebody would arrive between 7 AM and 10 AM on June 12, No one showed. I then called customer service again and they said that somebody would arrive between 11 and 4.

The Installer who showed up remove the nails, that’s when I showed him I my wood work. (Please see photos)

Every room of my house that has been carpeted has gouges in the woodwork. When I spoke with Rafael Who took over my case, He explained to me that when he asked the installer if this happened and the installer said “no” Rafael called me and told me the case was closed.

Luna will not return my phone calls and has made no comment on my wood work. I am unable to reach Rafael, his mail box is always full.

I had just painted my entire home, I also went though home inspection when this all took place the baseboards were never damaged.

I also have pictures to prove that.

I have spent over 30 hours trying to find someone who will help me.

I am hoping this will reach the right hands and I will have my baseboards addressed.

I have had my baseboards priced out to be fixed and we have over $3000 in damage. Very disappointing.

Luna sales rep. came to my house we want to install floor and remove the carpet, of course when they are selling they offer you the world, well I been trying to get service for the last 3 months, the floor is loose, and I'm afraid is going to fall apart, to much for professional service, or we should call it POOR SERVICE, so please do your self a favor, never hire this company,

Luna is the worse company I've had to experience. I had hardwood steps installed in April 2019 and the installers left my walls with nicks and dirt all over the area they were working in.

After several phone calls and promises that this will be taken care of, its October 2019, and my walls have not been repaired. An area supervisor or should I say, liar, continually texted me and asked for pictures. I did everything that was asked of me, only to get someone to finally come out to do the repairs in September 2019!and paint and to find out they were at the wrong house for the pictures that were sent. What kind of business is this?

The painter reached out to Luna and I haven't heard back from the painter or Luna. I have left messages again and no response. The painter did say that my entire walls have to be painted or it won't look right new paint on old paint. My house is a couple years old and to have the installers come and mess up is unacceptable.

I would not use Luna again or recommend them or their counter partner Empire to anyone!

I'm going to contact their credit card bank to see if they can deduct from my balance so I can have my walls repainted before my family comes for Thanksgiving. #awfulcompany #runaway #liars #sloppywork

I would not recommend this company to my worst enemy. First, they installed the wrong trim with my laminate flooring on Monday.

Not to say they made so many mistakes in the trim around the fireplace and walls. Secondly, on Tuesday the carpet installers came out and didn't carpet the steps because they did not have enough carpet to do the work order. Third, they were to come out today and "no show" because our order is not in the system; and the customer service agents can not get anyone from the Baltimore Office to answer the phones to find out what is going on. Last, my representative Darrell has no idea of what's going on.

Ms.Mckenzie confirmed that the carpet people were coming today on yesterday.

And the corporate office confirmed that they were coming out tomorrow to complete the repairs of the laminate flooring. NO ONE KNOWS NOTHING!!!!!!

Must say the choice was mine. But, I was given 2 choices at the time and thought it should be fine.

It's been a year since my carpet has been installed. It looks worse than the carpet that is still in 2 of my bedrooms which is 20 years old. I hate it.

I will not do business with Luna again. Folks go local!

need a appointment called they hung up

First of all, I should have done my homework, and check the reviews on luna/empire carpet and flooring....long story short. This company is very unprofessional, I purchased carpet, and part flooring, the completion should have been Aug.9 2019..as of todays aug 23,my floors are still not down....it started the installers did the carpet,living room,and dining room,including the the stairs,the installer left the old carpet on the top step fail to remove carpet, then they left other work unfinished.

Icalled complain,they told me an investigator would come out,never did..so the floor installer came,they couldnt install the floor due to the carpet unprofessionalism.plus they came with the wrong color of flooring... I took off work to be here for installation they lie about arrival appointment, I was told they would come morning, they came late at nite.when you call there no one has answers..most of all no concern for the customer whst so evet...So I sdvice everyone to research.and check your reviews before investing in this company.

Trust me you will regret it..still waiting. Job#DL2761C-581****

We contracted Luna to replace tile in our basement bathroom as well as level the perimeter of the basement floor to lay carpet down. TWICE they came to do the first part of the job (tile install and floor leveling) and BOTH times the crew did not have the materials needed to do the job.

BOTH times I sat on the phone for over an hour where I was told “management could not be reached”. After the first installment attempt failed, I was promised the next installers would have all of the materials and info needed to complete phase one of the job I had paid for. The very next week, the installation team showed up WITHOUT the needed materials AGAIN. That’s 2 days of my time, waiting for them to show up, keeping my kids out of activities to be here for the installation, for them to come unprepared and without a resolution to get the job done.

This is the most incompetent company I have ever dealt with. I had to call repeatedly to get anyone on a position of authority to speak with me.

Even after that, they still came unprepared. Hands down, this is the WORST experience I have ever had with customer service of any kind.