Very helpful and helped me understand the differences in carpet. I ended up purchasing.

Honor your warranty. This is not a place you want to do business with. The service is great but the product is poor. In addition I paid $8k cash for this carpet which seemed like a bargain but it's not worth it. Do yourself a favor and stay away from Luna and Empire. You've been warned! read more

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? read more

We just had a horrible experience. We have spent about $20,000 with Luna over the past 3 years. We had good experiences until now. We had our flooring installed last week, and it has been an absolute nightmare. We also cannot get ahold of anyone at Luna to make things right. 1. This was the messiest job. I'm horrified at the dust, debris, shards of tile and wood left behind. Our home is FILTHY. 2. Damage includes a large broken window right in the front of our house (and installer TOOK our window pane to "fix it" Thursday and it's still not back days later. No idea if or when it'll come back.), two gouges in the walls, broke the frame around our front door, broken pantry shelf, using our kitchen tiles to wipe up nasty red grout debris... 3. delays - first they came a day late. Then they installed the wrong trim. Then they scratched the new floor and had to rip it out and re-do it. Ended up taking almost a week of being displaced from our home. 4. My husband's pipe wrench was taken. Most likely a mistake but adding to the rest... it's just too much. Still waiting for ANYONE at Luna to make this right or even answer the phone. read more

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After 5 weeks of trying to get sections of my carpet replaced because wear, we were denied. we were told no manufactures defects, and we use a uncertified vacuum cleaner. Carpet is only 18 months, 4 person house hold, bought the more expensive high traffic carpet, and it is professionally cleaned every 12-14 months. John at Luna told that their warranty was almost no questions asked, and it is the industries best. the inspector spent 20 minutes looking at the carpet and taking photos of our vacuum. Stay far away from this place. read more

DO NOT CALL LUNA We just had the worst visit from a LUNA salesman. I saw the Luna ad pay full price for the first room and 99.00 each room after that. I intended to do the whole house. The salesman came in and informed me that the 99. Includes nothing but the carpet, everything else is extra. Ok, well, that changes everything as I was considering hardwood on the first floor and rug everywhere else, so carpeting all over it is. He insists on starting upstairs by himself, so I could continue what I was doing. Not going to happen, I followed him upstairs. We get upstairs, and the first thing he asks is to use the bathroom, and again tells me to go downstairs and continue my activities. Again not happening! At least 15 minutes later, I am still waiting for him to come out of the bathroom. I finally ran downstairs to get my cell and come right back up, and he was in my bedroom. Again, he said to go downstairs. It will take him about 30 minutes. I said no, I am not comfortable leaving you alone in my home. He said what do you think I am going to steal from you? I responded, "I don't know you and I am not comfortable leaving you here alone." Then he said, don't you want to get your husband to help make the decisions? My husband is outside raking, and we will not be making a decision today; I just want a quote. With that, he stated we don't do free estimates, I give you a price, and you take it or leave it. I responded, then I guess we are through. He then said why did you call me out on a Sunday, people who call for a Sunday appointment are serious buyers. I am a busy person, and I mistakenly said Saturday instead of Sunday is the only day I have, and he said today is Sunday; yes I meant Sunday he said what's wrong with Saturday I am not sure why I felt the need to explain to this perfect stranger that I volunteer on Saturday. With that, he rattled off some ridiculous prices, and I escorted him downstairs. Then he went into this explanation that he would make something up to Luna so that they would not call and bother me. I really feel that he was casing my house I did receive a call from Luna wanting to reschedule, the salesman who came to my home and made up a lie stating that I canceled the appointment. I gave them an ear full, but I doubt that they did anything to correct this absurd visit. read more

Do NOT hire Luna for your floors or carpets. THEY STEAL. 4 men came to install carpet in our small den/office. As soon as they left we noticed our new never used iPod was gone. Called Luna immediately. They told us to call claims in the morning. Called claims and they said we need to file a police report. Went to the police station with a copy of the receipt for our iPod and filed a police report. Contacted their claims department with the report number and was told there is nothing they can do and that we need the police to investigate it. If you insist on hiring Luna for your floors or carpets HIDE YOUR VALUABLES!!!!!! On a side note...Yelp needs a zero star rating. read more

Our sales guy was great and the carpet itself is exactly what we wanted. The problem is the install. MAJOR MAJOR PROBLEMS. We had 4 rooms set up for carpeting and scheduled for completion over 2 separate appointments. The first appointment was a flop as they showed up with hardly enough carpet to fill 1 of our small bedrooms. The crew apparently neglected to check the material before loading up at the warehouse. They were completely rude to my husband and I and acted like it was our fault that they arrived unprepared. The main installer said we had to set up a new appointment as they refused to go back and pick up our missing materials even though it was around 7:30AM and we were schedule for 2 rooms, not 1. He rudely said it would be a waste of his time. He then tried to get us to sign off on the job even though they had only carpeted 1 of the 2 rooms on the document stating that if we didn't sign then his crew wouldn't get paid. I refused to sign off since the paper clearly stated 2 rooms, not 1 and that I couldn't sign a document saying the job was completed when it clearly was not. After several aggravated remarks under his breath he left in an obviously disgruntled mood. It left me uncomfortable in my own house. The second and third attempts were similar as the crews were also not pleasant to deal with. Both crews managed to cover all of our air vents and I had to go in after and cut the carpet myself to get to the vents. I'd also like to mention that only 1 of the 3 times that Luna came out did they remove and take the old carpet with them. They also did not put in transitions or tack strips in any of the doorways even though I pointed it out several times while they were working. I'm currently awaiting a call back from customer service to schedule yet another crew to fix the lack of transitions in the doorways. Also, I had about 6 different phone calls from 2 women repeatedly asking if I could answer a survey on our experience and not once did they follow thru with sending me the survey. I feel like this has to do with shorting the sales guy on potential commission or even trying to avoid backlash on their shotty install crews. I honestly would not recommend Luna as they seem to have no real interest in quality control and zero concern for customers. Pretty awful experience overall that is still being dragged out due to incompetency. Get it together Luna. Who is running your company? read more

We have previously used Luna twice and had positive results. Great service, great workers, etc. Today, we were scheduled for an installation but didn't get a call for an Eta. So I called them and was told we were scheduled but they were backed up in the warehouse. Still heard nothing by 1pm. My husband called and was told the window was between 8am and 6pm, which is ridiculous. Then, later we were told they weren't coming at all today because they over booked! I am now scheduled for Friday and hope they follow through and not leave me hanging all day again and that they do a very good job. Luna was not like this in the past. read more

We ordered hardwood floors through Luna. Wish I would have read the reviews beforehand. They didn't have the proper materials upon the first visit and tried to extort extra money from us, then on the second visit they asked for more money again to level the floors. The sales person assured us this was all inclusive. A friend of ours who had Luna install their floor had the same issues and told us to make sure we clarified this with Luna during the sale. What a scam of a business. Unfortunately, Luna and Empire are now owned by the same company. They outsource all of their work and have terrible customer service. I wish I could give them 0 stars. read more

My floor makes the most annoying noises. My 10 lb cats I can hear coming from a room away because the sound is so loud. Luna gave me a the run around multiple times. It took 3 visits to try to complete the work in a months span time while all the while my place was in boxes and the rest of my decorating was on hold. They lied to me, misled me, and had absolutely no compassion for what they were putting me through. I wasted multiple days off hanging around my house for them. I had the worst experience with this store and the owner Rob. My floor still isn't right and he could care less. He was very curt, he raised his voice to me, and he spoke down to me like I was an absolute idiot. He was neither friendly nor courteous. He could care less about my noisy floor, he had his sale. I spent $5,100 on a floor I now hate due to all the noises it makes. I am still beyond upset. I tried to calm down before I submitted this and it just has me sick all over again. Luna, or at least Rob's stores, do not look out for the customer, they look out for themselves and the almighty dollar. What a disappointment. read more

We had the absolute best experience with Luna. From the moment I placed a call to schedule an appointment I knew we were in good hands. The scheduling team accommodated our work schedules and made sure all covid rules were followed. Larry our Sales Representative is FANTASTIC! We told him exactly what we were looking for regarding color (mixed salt/pepper), texture and quality. Larry was very patient, he presented us with various options. There was no pressure! Prices were clearly explained as well as carpet and padding options. In addition, we needed pet friendly carpet. Larry made sure we were pleased with choices available. Carpets were installed two weeks ago. The installers were wonderful, very professional. Clean up was excellent. We love our new carpet!! The carpet is plush, elegant appearance and the color is better then we envisioned once done. If looking for new carpet, look no further. Thanks Luna and Larry! read more

We have worked with the Luna Flooring Gallery in Lake Zurich, IL, for years and have had wonderful experiences each time. We have purchased carpet and hardwood flooring; the products are excellent and the prices fair. The installation was timely and well-coordinated each time. As I understand it, each Luna is independently run. The Lake Zurich Luna is fantastic. Do not hesitate to work with them. read more

I had a very positive experience with both carpeting and hardwood flooring with Luna. The salesmen were very courteous and helpful, and I love the product and the job they did. My only concern would be the apparent breakdown in communication between the sales people and the installers. For both the carpet and flooring, the installers didn't seem to know what I'd paid for and were initially reluctant to do some of the extras (ie furniture moving). This was quickly sorted out when I called my sales rep, but the communication breakdown in both sets of installers was a little startling. I'd still go with Luna again in a heartbeat! read more

Our carpet was installed poorly. The seam is very visible. The carpet was cut too short and overstretched to compensate for the mistake. The tackles carpet strip can be felt on the edges of the carpet because the carpet barely covers them. We called repeatedly for service and no one ever shows up. The installer actually said on two separate occasions that it wasn't his problem. I will never use this company again and I would urge anyone considering using them to reconsider. If a company doesn't stand behind their work, that's a company to avoid. They have my money and I have a crappy carpet. They're terrible. Use ANYBODY else! read more

My wife and I ordered laminate flooring and carpet from the Lake Zurich Luna store. We had a great experience. The ordering process was very easy and the pricing was very good. The flooring was delivered on time and installed correctly. We would definitely recommend using the Lake Zurich Luna again. read more

I understand why they ask for payment in full prior to job completion. The installer & order fulfillment installed gold dividers and the order had titanium. I called the Sales representative whom told me there is a follow-up service request for all installations and it will be taken care of then. I called customer service to let them know that they installed the wrong dividers. Customer service stated they would call back shortly to schedule the visit. 3 days later the visit was scheduled with earliest available date 2 weeks out. 2 weeks later installer shows up for inspection and had no idea about the error they had made from the order and both myself and sales telling them as courtesy. I then call customer service and ask they escalate this to management. Customer service told me I will get a call back in 24hours. It's now 4 days later no call back from their management. On top of this the customer service agent stated I was in error the follow up visit was purely for inspection not to correct the wrong material being installed. read more