Extremely disappointd in Luna. They installed the wrong color carpet in our house. The sales rep Carla Kosak noted the wrong carpet color name on our contract and Luna is refusing to help us saying we should have double checked. Carla used a tablet to insert all the information and asked us to sign. She didn't ask us to review so we didn't. She didn't admit her mistake and is not returning any of our calls and not getting on a conference call with customer service either. Luna is asking us to pay for installation again and won't admit their sales rep made a mistake. I guess, at this point in time, I can just share my experience on different sites and file a complaint with BBB so others can be warned. read more

Not happy with their installation. Bought lamibate a few years ago for two bedrooms. Had them install same flooring in two different rooms to be installed after each room was painted. First room was installed by Empire. The floor still looks great. The second room is another story. I suspect that they did not install the silver sheeting underneath the flooring. Will never shop there again. read more

I would not recommend this company in anyway shape or form.... The installers on first attempt cut the carpet wrong, then took them 5 days to reinstall .... 1 room living room, damaged walls beyond belief .... When called for satisfaction was told " in contract there can be some damage done" I agree when they attach at edge there might be I am leaving now to make sure along baseboard, but this damage is 18 inched up from floor on all the walls .... Paint scraped off , gouges in wall... This is unacceptable ... DO NOT CALL LUNA read more

Luna Flooring Gallery - Paint ripped from wall by installing carpet, this is one pic I have 8 others - Flooring Near Me - Naperville, Illinois

If I could give a 0 stars I would. STAY AWAY IF YOU VALUE YOUR TIME. Day 1: they called to say I was the first appointment of the day. Then they called and gave me a window of 10-12. When nothing by 12 I called and they said ya sorry, 12-2. Again at 2 there was no one and I called and they said 3. That's when they finally showed up, but that was all from me calling them... never did they have the customer service to call me. The installers they sent could not complete the project so the Project was not completed. Now we come to yesterday. No one calls in the morning to give me a window so I call-9-11. I call at 10 to check the status and they say well, now 12-2. At 2 I call and they say 2:30. No one shows so I call and they say someone will be there by 3:30. That also does not happen and when I call they say the installers are on the way. About 20 minutes away. Call back around 4 and they are not sure but should be there any time. So they finally arrive at 5 and they have no product. They thought the other installers left the product but that was not the case. So this morning has also been a myriad of ineptitude. They told me yesterday they would be at my house by 9:15 but showed up at 10:15 with not enough product. I am not sure how they run this business. I do not have the time to waste days waiting for them to arrive. If you have lots of time... go with it but if you value your time, know that Luna does not do the same. read more

Luna did a great job . Laying down some carpets for my Tenants bedrooms . Now that being said on July 27 2016 I have order to get install some wooden floors in one of my bedroom. And the only reason I booked with them is because they said the will install them on Saturday July 30 2016 . Still waiting 1 o'clock now. and no courtesy phone call ? I called them and they said that there was a emergency with the installer. And that he won't be able to install it today .!! Wow . They told me that the next appointment will be August 3 2016 . I told them to try August 2 because I have a Murphy bed getting install that day August 3. They discount me $100 for the trouble. I'm not very happy! I'm very disappointed..! And the bad thing is that I be losing a day of work on the 3rd of August. . read more

BEWARE of DISHONEST AND UNFULFILLED PROMISES MADE BY LUNA. If you looking for cheap rates, you are dealing with right company. But in return you might also get okay quality product and probably worst customer service. Never trust their words, take everything in writing as i had worst experience ever. Very less company in these competitive market don't respect business from new customer and probably, this would outclass everyone in soon time. read more

The sales process can only be compared to buying a used car from a slimey used car salesman. We did comparison shopping with Home Depot and ultimately chose Luna because they matched the Home Depot price for what we thought was a better quality product. It was all downhill from there... Scheduling the flooring installation was not an issue. However, when the installers arrived, they found that our floor (previously carpeted) was uneven and would need to have a layer of concrete material poured to even it out for the wood-laminate that we were installing. This was unknown in advance, so we had them pour the concrete, and they said it would take a few days to dry and they would be back on Saturday (two days away). On Friday night, I received a phone call that they were "on their way" to check on the floors and would be at the house in 20 minutes. We were not home, but a baby-sitter was - but had no warning about this check. On Saturday, we waited and waited but the installers never showed. We finally called Luna, who said that the installers had determined that the floor was not done drying during the check on Friday. This was not communicated to us, nor to the baby-sitter who was at home. We rescheduled the installation for the next week. The floor was installed, but was installed with the wrong color quarter-round. So we had to call Luna again to have the correct color quarter-round ordered. This took additional time. Then we did not receive any follow-up calls regarding when the quarter-round had arrived. We had to call customer service to inquire. The overall communication process between the scheduling department and the installers was horrible. Not displeased with the finished product once it was in place, and quality work was done, but just pray that nothing goes wrong and you have to deal with their customer service department. read more

Just had my new carpet from Luna installed, I couldn't be happier. The salesman that came to our home last week was very professional and friendly. The carpet installers arrived on time and they were polite and knowledgeable. They installed the carpet quickly and flawlessly. My carpet is perfect. Would suggest Luna to everyone looking for good service and good installations read more

To begin, I wish I had read reviews about Luna prior to my purchase from them. I wouldn't recommend anyone to use Luna. My husband and I recently purchased a Condo and decided to do some remodeling before we moved in. We had the unit completely painted all the way through which cost us over $1100 dollars. A week later we got a few estimates on carpet and laminate floors. We decided to go with Luna, not because they were cheaper but they seemed to be more dependable since the other company had a schedule mix up and never showed. We had two bedrooms carpeted and the living room/dining room/hall and entranceway with the laminate flooring. This cost us more than $3,000. I can't tell you how much we regret making that decision, not because they didn't do a good job on the installation but because they damaged/scratched my running boards while taking up the old carpet in both bedrooms. This damage was so bad that that the boards had to be sanded down and repainted which cost us another $250.00. (Pictures of damage attached). I contacted Luna a few days later after noticing the damage and they stated that they would send someone out the access the damage. This took a couple of weeks and by the time they scheduled someone to come out, we had moved into the Condo. We were told by Luna that if they had to move any furniture that there would be a charge. We took it upon ourselves to move the furniture because we weren't about to pay them anymore money to see damage that their people did. On the day the person came out to see the damage, he was in the unit for approximate 45 seconds and that's not an exaggeration. He glanced at the damage in the first bedroom and stated that this was not damage that was done by their guys and left without any other comments. He acted as if he was intimidated in the house with me and my 84 year old husband. I again called Luna and informed them of what happened and they stated that they would send someone else out. This was scheduled about a week later. On the day of the scheduled appointment, of course we waited all day because they give you a time frame. About 6:30, we made a call to Luna to see if they were still coming and was told that there would be no further communication as it was determined that the damage was not done by their employees. We are furious at this point and I will be writing the President and filing a report to the Better Business Bureau and whoever else deemed necessary. Not only did they damage our property after we made a $3,000+ purchase, they insulted us as if we were flat out lying. read more

We made a mistake and ignored all of the bad reviews. Our carpet was supposed to be delivered and installed today. However, the carpet we ordered ("highest quality" "premium") carpet was not the carpet that arrived today. Instead, we got cheap, off colored, thin and tattered carpet. Thankfully, we didn't move forward with the installation. We were told by our salesman that there must have been a problem with the batch of carpet- like it was a defect. How did this carpet make its way on to the truck if it did not meet their standard? We will never shop at Luna again- and we have told our friends and family who were looking at new carpet to go elsewhere! read more

I had my carpet installed 3 years ago. At the time my sales person said they would come back and restretch the carpet for free for the lifetime of the carpet and that the carpet had a warranty. After one year, my carpet in my dining room, which no one really walked in much started to unravel and come up where it met the tile. I called to see if they would restretch it and they said no that would be an additional fee. I provided pictures they came out and decided it had been installed incorrectly and replaced the carpet in that room. 2 years later the same thing is happening in my living room and pieces of the carpet fall out everyday. It looks like my carpet is shedding but because I do not have a receipt showing my carpet has been professionally cleaned it has voided my warranty even though there is definitely something wrong with this carpet and my sales person never mentioned that stipulation of my warranty. There is nothing they can do for me-so if you want to throw your money away-call them. They will gladly take your money and not stand by the quality of their product. And we picked the more expensive carpet. Please learn from my mistake. read more

We bought two rooms of carpeting from Luna. They have a great selection in their showroom, much more than Home Depot and the other Home Improvement stores. They measurer was a little late but he did call to say he was running late. The installers were right on time and did a great job moving all our furniture including our massive oak hutch. The job was perfect. We are very pleased with them and plan on using them for our other 2 rooms. The only reason I gave 4 instead of 5 stars was because the price was higher than was quoted at Home Depot --but remember it was different carpeting too. :) read more

Terrible experience. It began when I made an online appointment and no one showed. I called and they said there was no record of the appointment. I rescheduled. There was a two hour window for when the sales person would arrive, he arrived 30 minutes after window. The sales man smelled heavily of cigarette smoke, as did all the carpet samples. Next, I know - WHY did I continue...but I did.... Luna gave me a date for installation, but could not give me a window of time UNTIL the day of the install. Then they said they would call 6 am- 9am to give me a time. They called at 9:30 am The time was 11 am - 3 pm for the install. I asked for the installer to call when he was on his way. At 3 pm, no arrival. I called and waited 20 minutes on hold. They said the installer was delayed and would be there at 3:45 pm...no go. Then I called at 4 pm and waited again for 20 minutes on hold. Eventually at 5 pm the installer arrived. It is tough to be mad at the installer. I asked him how many install jobs he had today. Luna had booked FIVE for him. Crazy. They tell you each install is 3-5 hours. So, how do they figure the installer can made your appointment when you are install number 5 of the day? I would not have chosen them and really if it weren't for my house pulled apart and it being Thanksgiving week, I would have cancelled the job. They are upstairs as I type this installing. I wonder what time my kids will get into their beds tonight since the carpet is in their bedrooms. Good grief. RUN!!!!!! DO NOT USE LUNA! read more

I shopped all the competitors (including the big box stores) looking for carpeting with my Mother-in-law. The manager Kevin was just great with working on some of our "picky requests." We were not only pleased with the great service, but also received a MUCH better price than everything else we looked at. Thanks Kevin, we appreciate it! Ken read more

I put down 10% on the day a sales representative came over to my house to give me an estimate to start my order. Later that day I decided to go with a different flooring company so I called and cancelled that very same day. They said they would refund me my deposit within 10 business days. I waited but money was never refunded so I called them today and customer service representative informed me she sees no information that would indicate my refund is being processed. They asked me a bunch of information like I was a new customer and asked me how much I put down as my 10%. This is shocking to me. I called my bank and filed a chargeback. I am absolutely horrified that this is how they do business. I would never recommend them to anyone. read more

Sales person was a jerk. My wife told him what I said about how the sale he was trying to get us to take will probably come up again so we don't need to rush. He said we were stupid if we pass this supposed 50% off and this will never happen again until next x-mas. Well the sale did not end and I did not like his attitude. read more

Only took 3 appointments. First 2 would be after 9 p.m. running late... No Thanks! Third time was a charm with Hassan, highly recommend. Installers were great, however; with 6 rooms of carpet over 2 days we found some issues. Call the office once you have checked and the carpet "settles" and we will fix...No Charge...Only a few nicks on walls and based boards which only required a bit of soap and water. Try to get them to come back and check the problem areas, good luck! We bought top of the line. Now I was told they will call between 6-9 a.m. to schedule an appointment to take a look at, and they may not be able to fix while here. That means another day waiting... Customer Service in the Chicago area when you call is horrible! Hello, can you please state your name clearly? Can I speak to your Supervisor, and then be placed on hold for 20 minutes. Then you get transferred back to someone who only answers the phone and you have to start all over again... Think again about Luna! Stay away!!! read more

Laminate Floor Installation-It all started with the visit from Tom. He was there on time and explained the difference in the flooring which helped me make my decision. Then came the installers Pete and John. They arrived in the assigned time slot on the assigned day. Professional, courteous and meticulous. I had flooring installed in my kitchen and when they were done it looked amazing. My kitchen was spotless before they arrived and spotless after they left. Thank you Luna for employing great associates. read more

My husband and I called for someone to come out and give a estimate for laminated floors and carpet to be put down on our stairway. The salesman shows us different materials. So we decided to go with what he recommended. We let him know that we would take all the old flooring out so it was a little less on the pricing. We also told him and showed him the peaks and valleys in the floors and ask him if there would be any concerns when laying the floor. He said no because the floor that they were installing is a floating floor. So my husband took a couple days off of work to make sure everything was square away for them to be able to install with no worries. The gentlemen that installed our flooring was on time and came in to install and they said they couldn't lay the floor unless we put down some under-lament do to all the peeks and valleys. So my husband called me while I'm at work to let me know what the delay was. After we discuss this with the sales rep. when he was there said that there wouldn't be any concerns and would be able to lay it with no problem. YEAH RIGHT! So I end of speaking with someone higher up and he stated to me that the sales rep put in the wrong materials, so why is that my problem he was the one that put in the wrong materials and gave us the price of what it was going to cost and sign a paper stating the cost. The gentlemen said that he could credit us for the material that was wrongfully put in and can go towards the materials that we needed. Again how is that our problem.. We didn't have a choice all our stuff was torn up already couldn't eat do to our stove was unhooked and all of our furniture was scattered all over the house. So we were charged another 862.00 on top of what was agree upon. That isn't all that has happen, we were suppose to have the carpet on our stairways done on Saturday he said he would make sure that it was schedule for Saturday and not the Monday do to the fact that both my husband and I work so he was suppose to make arrangements for the installation to be done on the weekend. Well that didn't happen he still put it in for that Monday so now I have to rearrange my working schedule and hope and pray that they are there real early in the morning. The installers that put in our floors were very friendly and the floors look nice but the management/ sales needs a lot of work because of their mistake we had extra amount charged to our account and i have to lose pay and time for them to install on a Monday. Unhappy with sales Happy with the installers. I will not go back with them do to not one mistake but two. read more

Please do NOT use Luna for your flooring neThe salesperson did not tell me the flooring I wanted was discontinued! I had to find that on my own after they installed the wrong wood color. Of course, the manager lied to backup her salesperson who lied about NOT telling me the wood was discontinued. The installers ran out of material and used part of my old wood and used it into the new product throughout the stairs. I'm still in the middle of trying to resolving this issue that started in July and it's now September! Word to the wise please avoid this place!!!!! read more

Buyer Beware! I scheduled and paid for a laminate installation. The installation was scheduled for Monday 3-26-2018. On the morning of the installation my wife and I stayed home to accommodate the installers. Well, at 12:30 we decided to contact Luna and see where the installers were and much to our surprise no one was scheduled to come out until the next Monday. Horrible and then we were scheduled for Tuesday. On Tuesday we got a call around 8:45 stating that the installers would be out between 9:00 am and 11:00 am. Again around 12;00 pm we called Luna and they said that the guys were running late and did not know what time they could come out, so they called them and they said possibly around 5:00 pm and I said what the heck can they do at night while I am sleeping. They called me back and said they would be out at 3:00 pm, mind you this was about 2:05 pm and no later than 25 minutes they called back and said they can't come. Somewhat angry and disappointed, I scheduled for the next day which now would be Wednesday. Wednesday morning they call and said they would be out between 9:00 am and 11:00 am and much to my surprise they did show up, but with the wrong Laminate. Long story short they stayed around calling back and forth for more than two hours and actually asked for an additional 800.00 because they would have to use some plywood to level the floor from the carpeted area to the where the old tiles were. The long and short of this story is that they can out and gave a bogus quote on what needed to be done in hopes they could beat the other estimates and then scam me out of additional money once they came to do the job because most folk just want it over and done so they can enjoy the new floor. Luna has cost me three days of work and I have nothing but the grief associated with their unprofessional way of conducting business. The installers say they have to deal with their incompetence on a daily basis. They are owned by Empire Flooring. Be WARNED!, read more

While my sales person was very patient and helpful, Luna has HORRIBLE customer service and the installers you cannot trust to make the right decision. I got laminate floors put in and they were supposed to rip up the kitchen tile and also add new trim. They convinced me that the floating system should be laid over the kitchen tile (fine...i knew they could do that). however, now my kitchen is 1in above the rest of the floor, cuz they were too lazy to rip up the tile like I requested. So that is not uniform, and i always happen to step right on the transition piece and i hate it. They also left without doing the new trim i requested and paid for. When the customer service called to ask why they didn't do it (and confirm, so i could get credit), they said "she already had trim"....UMMM crappy trim! dumbasses, seriously. Fine, I got a credit cuz I didn't want them to come back. A few week later, one of the pieces of "wood" started buckling in the middle. The guy had to come back and glued it down. Now there is glue residue all over the floor. Luckily, you can only see it in certain light. A few weeks later ,another piece started coming up. I am now waiting for him to come out and fix that. They also scratched the floor when they pushed my fridge back in. God only knows what else is wrong that I cannot see, due to furniture or rugs on the floor. The project manager I've been dealing with thruout this is a crank. I asked 3 times for an itemized list of costs because I thought they were screwing me out of a credit I deserved. Finally she sent it, but it wasn't right, so I had to ask for a 4th time. Who knows if I'm over paying at this point. For almost $4k worth of flooring, you'd think that they'd be a little more precise. I won't even go into the problems I had with the installer during initial installation and some of the things he wanted to do...luckily, it came out good because I needed new subfloor that fixed alot of the problems. But one thing is he wanted to have the carpet from the stairs remain on the floor about 3 inches so he could put the transition piece in the middle of the floor...instead of having the laminate go right up to the stair. That would have looked ridiculous, but he convinced me that people did that all the time. I have a dog...how do you vacuum 3 inches of carpet??? argh! Their customer service contact info has not responded to any of my complaints, nor made any effort to make me feel better about my purchase. p.s. the guy supposedly coming today to fix the floor (2nd time) is MIA and noone has called. I'm taking off work for no reason. Thanks, Luna! read more

Set up an appointment to give a free estimate on installing hardwood flooring. The salesperson came with samples and gave a quote which I thought was very competitive. When I said I need to get quote from others, he started applying pressure tactics. He quoted some attorney general law which would force him to come to home again to sign up and will cost me $75. He was asking me for a post dated check and cancel it afterwards. It became so annoying at one point that it left a real bad taste to the overall experience. While leaving he said he doesn't think I am serious about the project. read more

As awful as the service was with the messed up installation, poor customer service, mess and damage left behind, now less than a year later the carpet is in horrible shape. The salesman came to my home where he saw and I explained that I needed carpet for high traffic areas with 2 teenagers and a dog and the carpet he recommended that I buy is the worst I have ever gotten. I have never gotten carpet that is so difficult to clean, it has no stain resistance at all for being so new. My 10 year old carpet is easier to clean. It already has pulls in it and everything sticks to it. We are a careful, not destructive family but just normal life has this carpet looking terrible in just 8 months. Do not use Luna, I have never had such a bad experience with flooring. read more

Worst experience ever!!!!! So I had my carpet and tile installed the first week in september and the installers spilled adhesive from the tiles on my "old" (2 years old) carpet that I was not having replaced. Also, there was old adhesive on the floor from when I removed the stick on tiles from the previous owner. I told Luna about this when they called to confirm my install and they said that wouldn't be a problem "our installers wear booties". It became a problem when the installers stepped in it and then walked on my "old" carpet and spread adhesive all down the stairs from the bottom of their shoes. So I called Luna customer service the next day and they said they would send someone out to clean it up. That finally happened 2 weeks ago. They told me the stains were removed over and over and I kept telling them that I felt sticky residue and they said that was the solvent that was removing the adhesive. We argued back and forth until I said they needed to get out of my house and I would call customer service. Customer service sent out another guy to take pictures of the stains and he informed me that I could have the stairs replaced and that they would probably "just" charge me for an hours labor. What???!!!! They messed up and now I have to pay for it???? I told him there was no way that was going to happen. So customer service called me back yesterday and informed me that the adhesive on my stairs was not from their adhesive. DUH!! AND YES SOME OF IT WAS!! The blue adhesive was from them and the other black adhesive tracked down all my stairs was from the old stick on tiles I had removed that they said was "no problem and we wear booties." Never saw booties on the installers. The only person who ever put on booties was the last guy who came over to take pictures of the issue. I have dogs and now my stairs are going to catch all their hair because they are sticky!! So my other issue is that they never do what they say they are going to do. They don't show up on time, they don't call back when they say they will and they took my remnants which I asked them to leave for me. It's too bad this was my first home improvement project on my first home and luna ruined it for me. I will never trust another person to work in my home. They could have had a life time customer because I am pleased with the look of the tile and carpet it's just all the crap they are putting me through to have the job done right that really upsets me. read more

I'm really aggravated right now. We purchased 5 rooms of carpet that was scheduled to be installed on 5/26/15. My husband scheduled a vacation day to be home for the installers. I got a call from Manny today saying that the carpet set aside for us was taken by someone else and so we have to push our installation back to Saturday. The problem is that my husband's company does not allow him to change committed vacation days. So now he is stuck burning one of his very few days. They had better show up on the 30th. I wish I would have read the reviews before I shopped there. Lesson learned - Buyer beware. read more

The repair took longer than the installation, and so far the repair guys are the only ones to care if I am satisfied. No one from customer service has ever called to see if I was satisfied. Not when it was installed or repaired. Luna's customer service is non existent. I would never recommend Luna to anyone, they don't care unless you complain on Yelp. read more

The installer installed the wrong color quarter round when we got our wood floors.... It clearly didn't match. Then they came back 4 times.... Every time with the wrong product!!!!!! Finally the 5th time they got it right! No discount... Not really much of an apology from the salesman. You think they would offer us something! This went on from April until October! I will never use them again!!!! read more

Absolutely stay away from Luna! Our experience with him has been the worst, horrible customer service, very overpriced for a not so great product, and the people (salesmen, CS) are extremely rude, pushy, and disrespectful. We had a guy named Mike come to our home and give us a quote. First off, he was supposed to come on a Monday but he never showed. When we called Luna customer service, they claimed that he had called and no one picked up hence he was not going to come again. After arguing that we never received a call at all, we fixed another time (the following day) for Mike to come in and give us an estimate. Next day, he came in for an estimate. He mostly focused on selling it like a used car salesman, saying how everyone loves their business, etc etc etc and did not stay on point. Finally gave an overpriced estimate and we did some bargaining and he brought it down, however it was still too pricey. By now he was being very pushy that this deal wouldn't last and that we need to pay a deposit right then and there. We told him we need to think it through before committing and he became very aggressive and started banging his fists and yelling and screaming. We wanted him out of the house, we asked him to leave and he wouldn't leave and continued yelling saying we were playing games and misleading and he thought he was here to close a deal. The worst was he took it to the point where he made several racial slurs against us (REALLY LUNA, THIS IS HOW YOU REPRESENT YOUR COMPANY!?) Absolutely ridiculous!! We did not expect this from any company. Disrespectful, rude, pushy, aggressive, unethical, and the use of racial slurs is absolutely unacceptable! Absolutely no recommendation for this company. STAY AWAY! read more

like many others have said if i could give them no stars i would. bad customer service bad product that was not scratch proof & bad installer the russian woman who i met 4 years ago at 1 of my other properties the 1st time i tried doing business w/luna. they sent out the russian lady installer who came up w/every excuse in the book as to why she couldn't replace carpet w/laminate flooring in a living & dining room & 2 bedrooms. she claimed floor wasnt level & stated i'd have to buy 7 bags of concrete to level it out. all this was a bogus buncha bs to get out of doing the job & me & my contractor who also heard her could tell she was fulla bs. he quckly told me he could do the job for a 3rd of the $4500 luna was tryna charge me & i dismissed her out my house & my contractor did the entire job w/a better looking product from menards that looked much better than the limited colors & patterns luna offered me. fast foward 4 years to 2019 i decided to give luna another chance @ my current home. as others said there is no such thing as what luna tv commercial advertises. buy 1 room get second room for $50 or $100 they are clearly false adverstising. i went back & forth & around & around w/2 different sales reps about the additional room pricing & the sales rep kept avoiding that tv ad pricing told me flat out $1000 for additional bedrooms & $1400 for l shaped living & diningroom combo. then they sent the same bad attitude russian lady to do 2019 install. she quickly started complaining about how she couldnt do this job either & i proved to her w/her own large level that all these floors were perfectly level & either she was gon do the job or get out of my house & id have luna send somebody else to do it. (after waiting over a month for install. she & her crew of all men did the install. the men didnt complain but she moaned & groaned & angrily did all 3 rooms. i quickly noticed the floor they installed was not scratch proof & was not all that or worth the 3400 they charged me. the home depot product i had installed in the 2 guest bedrooms they quoted me @ $1000 looked much better & was much cheaper including installation by someone else. then they messed up my financing & it took them almost a year to get that resolved on top of that they told me 9.99% & that some how turned into $28 interest on a $88 monthly payment (clearlynot 9.99%) more dishonesty & a overall bad experience i would not advise anybody to deal with luna for anything & they couldnt at office or any of the installers tell me what product to clean & maintain the floor they sold me. read more

Well the day after I wrote the yelp review Luna representative called. They sent out an inspector to look at my floors. He did speak English very well but he did seem shocked at the space between the wall and one of the boards. He also walked thru the house and took pictures of the poor job done with the trim and the spaces where the trim was cut poorly. He left and told me someone will call. Well a lady did call several days later and told me that they didn't have that color wood any more and that the whole floor would have to be taken up and reinstalled! And they would only charge me 5000 DOLLARS!!!!. When we protested and asked about our guarantee, we were told well the damage was done by excessive humidity in my home!. Again we protested since this has been this way since the first day they installed it and they should have records of us calling about it! Their is no humidity problem in my house. These boards are not warped or buckling. The were just cut badly and installed badly. So needless to say, I am NOT paying 5000 anything to that company again. And I will continue to warn people about this company! read more

Luna breached their contract for installing new carpeting in a small condo. They are NOT dependable. I will never give them a recommendation! The rep that came to measure used a laser to measure rather than a tape measure and when the carpet layers came they discovered that they were 10 ft short. Much time was spent with Luna CS, who initially said it would take a week to get the correct carpet in and installed. This caused panic as the bathroom and kitchen were being used as storage to clear the floors for the carpet layers and this small condo was not livable as it stood for the duration of the carpet laying....which was to only take a couple of hours. After much deliberation, Luna agreed to discount 60.00 from the original quote... (laughable ) which is what the extra 10 ft of carpeting would cost them... that didn't arrive on time. No consideration was given to my son and his little 5 year old girl for housing and food for one night while they got their stuff together.....their huge mistake in measuring!! Their final offer was discounting the bill 100.00 and installing the carpet the following day otherwise they said...Luna would lose money. We only asked for an additional 40.00 and they refused.....we cancelled. My son would rather pay extra and give the work to an honest and reliable company. In addition to being unprofessional, inconsiderate, and Very difficult to reach, they do not respond to a phone number they have attached to a BBB form that asks you to call Luna before reporting them. Obviously, they do not care of creating customer relationships. A BBB report will definitely be filed. Take your business elsewhere! , read more

I read all the bad reviews, but decided to get a quote from them anyway. They came in $4000 higher then our highest quote. My wife liked their carpet the best though, so I negotiated with them until I got them within the same ballpark as some of the other quotes. $6444 down to $1375. In order to get them that low I had to call customer service 4 times. Each time I called I had to hold for over 20 minutes. The last time I called I held for 40, then someone came on the line to tell me that someone else will contact me tomorrow. The salesman told us the carpet had a lifetime warranty, but the warranty paper said 10 years. If my wife didn't like the carpet so much I would have canceled right then. So we finally got everything figured out, and settled on a number. Install day comes. Installer says we have asbestos tiles under our carpet, and he wont do the install. Ok.I understand its a safety thing. So I call a couple asbestos contractors, both said if it is asbestos the worst thing we can do is disturb it. They said we shouldn't even have it removed because it can get all over the rest of the house. So I called to cancel the order or see if I can buy the carpet from them and have someone else install it. They said they cant answer that question and someone should get back to me tomorrow. I am done. So to recap. The salesman was pushy and dishonest, the prices were outrageous, the 110% price guarantee is a joke and a lie, Customer service does not know anything, hold times are unreal, they want me to put my family in danger before they will install the carpet, they wont sell the carpet to me unless I have it installed, and they came to install it at a completely different time then I was told. That is it. Home Depot here I come. read more

The rumors are true, if American Express is the model of perfect customer service then this place is the anti-American Express. I had an appointment scheduled for an in home estimate for some hardwood flooring on June 8 between 11 and 1 and they called at 8:30 that morning to cancel and reschedule for the following Monday (ok thats fine things come up). Well Monday came and went and Luna was a no call no show. I called the following day and customer service did their best to find an answer and the initial response was they forget to assign a sales member to come out for my appointment. After calling the local office he was unable to get a better answer. The poor guy was doing his best to clean up someone else's mess. He put in two requests for them to call me within the next business day. I should not be surprised considering the other comments here on yelp. Let's see if I get a call before I take my business elsewhere. But unless something drastically changes I would say stay far away!!! read more

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 shit. 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. read more

I am writing this review as I wait for my Luna installers to arrive. We already had a contract with another installer and were shopping for the right materials when we stopped by Luna during their big fall sale. The salesperson really put down the competition stating they had no warranty and we would lose the warranty on the floors if we went with them and all of their products are rejected materials from the big name stores. I did follow up on these claims and the warranty information was incorrect and it just left the salesperson looking petty. While my husband and I did not like that approach, the salesperson did work with us on the price and was responsive to our needs and in the end we did decide to contract with Luna instead as we trusted a larger company to stand behind their product, or at least have formal customer service department, and they had the carpet removal included (we really were not looking forward to that). Now that I read these reviews, I'm a little nervous about what I am in for and probably would have hesitated to sign the contract. I really hope Luna doesn't make me kick myself for not doing the research prior to signing! Based on Chris M's responses I'm still holding onto faith that they'll get it right. I'll finish my review after my floors are installed. read more

This was all done by phone, not at this gallery. I needed new floors, carpet and solid surface. A friend works@ Luna so I was referred to a salesman. All great, good price & schedule. Carpet went very well, beautiful. Solid surface, beautiful but poor installation, no underlay(?) installed after taking up original floor. Now when walking on it new floor sticks& pops up from glue on old floor,some areas "Click" when walked on. HORRIBLE miters on trim! No floor installed between furnace &water heater. Complaint filed, 10 days for inspector, he agrees, very poor, they will re-do. 4 more weeks for material to come in. I took off work, they s/b here 1-4, no show, I called Customer service@ My rep @ 3:50 & 5; at 5:10 to main number, they had installers call me at 5:20, installers were only told to install 5 transitions, 1/2 hour job, none of the rest. He was wondering why they gave him flooring when nothing was on the work order. Not their fault but now they will call me back after talking to their manager. Called my salesman earlier also, he said I am lucky they are coming back, it's not their fault the glue is tacky, they were old floors and the glue should have been dry. Still waiting for call...probably not happening, it's 6:34. read more

I am actually reviewing my Luna experience 2 years later. Perhaps things are different now than in 2012. Our experience with the sales person was great. He was nice, laid back and gave us a fair price to start and still took some off for us to meet our budget. We knew we had to have the laminate that we wanted custom ordered. We were told it would take one week for it to come in. About 5 days after we placed the order, we were called and told it was back ordered and would not come in for another 2-3 weeks. We were disappointed but totally understood. We got a call about 2 weeks alter stating that the materials were in and ready to schedule an install appointment. We had to wait another week for an appointment. Fortunately, the earliest day they had was the day before we left on vacation so we were off of work. I told Luna that we were leaving on vacation the next day so everything had to be finishes (we also have 2 cats that were having a pet sitter come over). They said it will be done that day. Now, we were originally told by the sales staff the a team of around 3 installers would be doing our job so they would be done in 3-4 hours for the size of our job. We were also told we could approve for the installers to come early if we like. That they PREFER to come very early to get the jobs finished early and to just let them know when we were called to schedule the appointment. So I told the scheduler that the installers could come as early as 6am and that we were leaving on vacation the next day and would like it done early. She told me they don't do that and we will be given a window of time THAT MORNING. I was like WTF? Ok fine. So I get a call from Luna that "my crew" should be there between 10am and noon. I told them I was concerned about the, getting everything done. She said not to worry, the crew doesn't leave till they're done. At 11:30 my "crew" showed up. One guy! One guy to install 3 rooms of laminate. We asked him where the rest of his crew was and he said he is the crew. It took this poor guy 9 hours to complete our house! We were pissed that Luna told us a "crew" would come and complete the job in 3-4 hours. We even asked the installer "Oh a bunch of guys call in sick today?" He said nope, he has been on his own like this for 2 years. We were in the middle of packing and such while he was working. While he still did a good job, we could tell he was rushing. A few months later, the molding around our bathtubs were all coming loose and falling off, the wood pieces that divide the rooms were wiggling and the wood piece that goes from my kitchen to laundry room is loose. That is actually what prompted me to write this review. I was cleaning and while I was mopping I saw it is loose. read more