I do not recommend Luna hardwood flooring. The installed material is sub-standard and the installation is worse. We ordered hardwood flooring for our entire first floor, steps and second floor hall, over 30,000.00 USD worth, after discounts. The install began on September 4, 2024 and was not finished until September 17 because they ran out of material, even though they had over three months to order it. There are several issues with this floor, material and install. We started noticing issues the evening after the install. I contacted our salesman shortly after and he told me to contact customer service. I contacted customer which was not very sympathetic but they finally agreed to send out a team to look at it. The team arrived about a week later and said they would send a report to their main office. We contacted customer service again a few days later to ask what they are going to do. Customer service said they will send a team to fix the issues the following Monday That team had to cancel because they needed materials. Now they are supposed to be here this Friday. I am not confident they will satisfactorily resolve the issue. This ordeal is taking forever. There are several issues: the materials do not appear to be the same quality of the sample we chose during the sales pitch, the plank joints are raised in some areas as long as 6 feet, gouges in the planks from install, gaps between the planks where you can see the sub-floor, the putty the installers used to hide the gouges and smaller gaps is coming out of those areas and some of the planks are splintering along the edges. This is unacceptable . read more

I cannot even describe how amazing this company is! It started with the salesperson. He was incredibly professional and worked very hard with our budget to get us exactly what we wanted. Now, let's move on to the customer service....I received multiple calls before and during the installation to make sure everything was perfect! Then the day they showed up-was absolutely unbelievable! Roxanna and her crew knocked it out in two days! Amazing job!!!! Thank youuuu!!! read more

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2 years later my floors are coming apart, warranty is gone and I'm about to fix them myself.. and that's after they been here multiple times for repairs... they dont really treat you like u don't matter to much .. here's ur sh"t and get the f"k out type stuff... extremely disappointed.. read more

Luna Flooring - Carpet Installation Near Me

After I had complained to the BBB and submitted this review along with another review, the company called me right away to resolve my issue. The installation was scheduled for this past Saturday and while I was told that they would come first thing in the morning, they came at the end of the day--5:45pm. This caused me to be concerned. However, the workers did a great job with the on-site binding and installation on my stairs. They were clean and professional. I am happy with the end result. I'm only giving 4 stars because of the trouble I went through to get a response from Luna. read more

We have been waiting over a month to have carpet installed on our basement stairs (only). We already put a down-payment on the carpet, but a month later, still no install. Twice the "day laborer" installers came with the wrong carpet. The third time they came with an inflated invoice that didn't reflect our previous down-payment. And refused to begin install. Numerous calls to their main number, and local number jave been exasperating. Either no answer, or told "somebody" will get back to you in 24 hours...a month later, money already paid, and still no installation. DO NOT BUY ANY PRODUCTS OR SERVICES FROM LUNA, ESPECIALLY THEIR BALTIMORE AREA BUSINESSES. HORRIBLE SERVICE...(877 588-2312)... Warning! Engage them at your own risk. read more

At our initial sales consult, we told the lady that the install would be for a stair runner. She seemed more interested in complaining about how she was being "laid off" because she is refusing to get vaccinated for Covid. From there, the install was scheduled for Dec 2. The workers came in and were not aware this was for a runner; they had to measure, take pictures and take the carpet back for cutting and binding; and told me someone would call to reschedule. So that was one day off wasted. By Dec 14, we hadn't been called. I called, and was told we'd get a call back. Nope. I called again on the 16th, was told it had been rescheduled for the 8th but no one had told us this. No call. No text, Nothing. I was told we'd get a call back in 24 business hours. Still no call. Then I get a text asking to confirm the install for the 21st. We couldn't do it that day, and I kept calling to try and reschedule, while getting daily texts asking to confirm the 21st. Finally on the morning of the 21st, I called and said I really hope no one is on the way there, because we cannot be there that day! Only to find out they had rescheduled for the 22nd, and NOT TOLD US. AGAIN. Husband takes the day off on the 22nd. I get a call at 10am asking if we have the carpet for install? I said no (why would we have it???) and was told I'd get a call back in 2 hours. No call, no show. At 1pm I called back, and was told I'd get a return call. I ended up calling back at 3pm then 4pm. At the 4pm call, when I heard "you'll get a call back within 24 hours" I asked for a cancellation and refund, only to be told that they cannot process that, because the ticket is marked as "complete." I'm waiting for a "call back in 24 business hours." TL;DR, unbelievably, almost comically awful scheduling service and the very worst customer communication I've ever experienced. Run away from Luna. read more

Luna installed flooring in basement, downstairs bedroom ,bathroom and stairs Aug 23 ,2021. It is now Oct. 7, 2021 and it still is not done. Very poor customer service . They tried to install the wrong color 1/4 rounding I told them I wanted the matching color which was in the contract. They did not have it with them and would be back the next day. LOL ... It took me weeks to speak to someone to find out what was the delay . Said shortage of product, they would be out and gave me a date. That date came and went no show. Called again only to get another excuse and got another date , still no show. Now I am e-mailing and calling supervisors and they won't even call you or answer e-mails. I would think twice before using Luna . Wish me Luck since my floors are still not done !!! read more

Please do not use Luna! I wish I read the reviews. They are not professional and do not respect their customers. I signed a contract and paid a down payment. We scheduled for the company to come to our residence to install carpets on November 4, 2021. Men came on the scheduled day. But because of some misunderstanding on both our parts, they decided they couldn't do the job we would have to reschedule. I was ok with that as long as they rescheduled for the installation. It has been over a week since I have been calling their customer service line to reschedule. Every time I call and speak to someone, they continue saying they will call me back but never return my calls. They took my money and no courtesy to call me back to reschedule my installation. At this point, I would have to pursue other ways to get my money back. read more

I wish I could give this company zero stars. To begin with the customer service experience was horrible tried to cancel my flooring install several times , first I was told it was canceled and someone would contact me regarding a refund. I called back several days later to check the status of my refund and was told my install was never canceled and it was too late to cancel the contract at this point . I'm extremely unsatisfied with this company , your basically locked in a contract which forces you to continue with your purchase regardless of any circumstances they deduct 25% of your total contract amount. Which basically deducts more then half of your money. Never again, and I would never recommend to anyone. read more

I love my carpet! Everything was a smooth process from selecting my flooring, pricing, and installation.

I am beyond pissed off! My install was delayed three times and each time I had to call to find out the reason it will not happened on the day promised. Then when they finally came, they ran out of material and now my floor is half done. It has been a month and I still have no date when my floor will be finished. I have called over 20 times and each time I get : we will call you back and then nothing. PLEASE DO NOT USE EVER! HORRIBLE COMPANY! they are together with EMPIRE TODAY! DO NOT USE BOTH! HORRIBE SERVICE!!! read more

Holly came to give me an estimate, and told me I will give you more discount if you sign a contract today. Which I did and I ended up paying for some portion of it with my credit card, she also told me I have 5days to change my mine. Before my 5th day I called them to cancel my credit card purchase and finance it through them, but till this day no body seems to know how to cancel a purchase. Even Holly told me that when she called the office to cancel it, she wasn't successful and she told me to call them and have them to cancel it by myself. I asked to speak to the manager, I was told the manager is off that day, and promised me the manager will call me but never did. They are so quick to take your money but they aren't there to help you!!! I don't recommend anybody using Luna flooring at all!! STAY AWAY FROM LUNA FLOORING!!!! read more

No installation occurred. They lie about what they will and will not do This company also owns Empire. Although their sales people will show up and pressure you very quickly, their installers do not do what is prom They lie about what the installers, who do not actually work for them, will and will not do AVOID at any cost read more

I was initially impressed with the with their sales representative and the installation, but after paying $11K in product and services, do not bother reaching out to them for quality concerns!!! The damaged a stairwell banister during the install and flat out refused to admit to the act. To add insult to injury, even though they are supposed to be "bonded," they are refusing to address the matter. After only three months of use, they will not acknowledge that there is deep, noticable damage to the flooring from common, everyday use. They flat out indicated that it is not their concern. It took months to get through to their customer service to even acknowledge my inquiries and they only reached out to me after a sales representative tried to sell me additional flooring. I have lifting and gaps forming in the bathroom tile and I have to wait a month to even get a maintenance crew to even investigate the matter. In the end, do not fall for the initial razzle dazzle because you'll be left with a large bill and inferior product and no service. read more

I would like to start by saying that the people who installed our carpet and baseboards could not have been nicer. So professional, kind, and incredibly hard working. However, Luna's customer service was terrible. We have had someone come to our home 3 times to complete the baseboard that were supposed to be completed on day one and they are still not completed. The first time, they did not have the correct size, the second time they again did not have the correct size and needed to reorder them. The third time, it was ordered correctly but they did not have enough to complete the job. Luna also states they will call an hour before they arrive. That has not happened all 3 times. They have just shown up and luckily I have been home all 3 times. The workers are incredible and work so hard. I am just disappointed in how Luna has handled these mishaps. We are really very understanding about things that happen, and know during these times it has been difficult for companies. We would have just appreciated more communication and understanding. Thank you. read more

I AM BEYOND UPSET. My carpet was installed on Tuesday August 28th 2018. The transition pieces to go from carpet to hardwood were not installed and my closet door was not sanded and put back on. Tomorrow (9/18) will be THREE WEEKS since my install. I have emailed my sales rep (KEVIN DAWYOT - who i saw online has another Luna customer fighting him in court) on the following days to complete this install: 9/7 9/10 called him on 9/10 or 9/11 - he answered and said it was weird, that stuff like this never happens to the "nice" customers... so you only give crappy service to the "mean" clients? and texted him on 9/13 he has not responded back to us. I've also called Luna customer service. I called on Thursday 9/13 and they said someone would contact me in 24 hours.. its now Monday 9/17 and i still have not been contacted. I just called again and spoke with John (supervisor) he said he is emailing the Baltimore office to get someone to contact us back. My ticket number is 1-3431542686 Luna charged our Wells Fargo credit card and the project is not completed yet. No one will call me back. This is an awful business practice. At this point, I truly believe that Luna owes me something for 3 weeks of aggravation. What a rip off and scam to do this to your customers. I have no faith that the Baltimore office or KEVIN DAWYOT will call me back by tomorrow COB. Someone in the headquarters office should and they should make this right. I am so upset with this entire process and i have nothing to leverage against your company to come back and complete this install. Please reach back out to me ASAP. read more

Horrible!!! This company is absolutely horrible!! They got their money and did not complete my flooring!!! They say 1 day...nope try 3 days and they damaged my dishwasher dropped flooring down my heat exchange I have no molding in my kitchen and have counted 5 nails coming up in my kitchen floor. The trim in my laundry room is coming off. I have been dealing with this since November I have sent emails pictures and have left numerous messages and no one will return my calls. I am absolutely disgusted!! read more

I selected and put down a deposit for carpet last week. Luna was supposed to call me this morning to inform me when they would come to install the carpet today. I did not receive a call or any communication. I called customer service and was told that they couldn't find the carpet I ordered in their warehouse. I was told that they would come may 4, 2 weeks away. I told them to just cancel my order and get me a refund in full asap. Why reschedule if they can't locate the carpet.? I was told that if I canceled they would not refund my deposit. I am very disappointed read more

I have been calling Luna to fix parts of my floor. My phone calls have been going on for almost a month~! I get nothing but the run-around. Customer service is terrible~! They keep telling me someone will call me back. NOTHING~!!! I will NEVER recommend Luna~!!! read more

I had a sales associate (Holly Clark) come to my home to give me a quote on carpet replacement. The first thing that she said when seeing my current carpet was "oh, you have that dreaded beige carpet". OK, that was a little rude but I brushed it off. I shouldn't have because those comments kept coming throughout her visit. Another comment she made was "this home has a weird layout"; and when she had to go back to the car to get the samples she complained that she didn't have a driveway to pull into and that she had to walk from the parking lot to get to my home. After that last comment I was upset and told her that she needed to keep her thoughts to herself. I also didn't allow her to come back into my home to show me any samples because I was done. She then took it upon herself to text me multiple times and tells me to not take myself so seriously and that she will pray for me, among other things. I reached out to the customer service at Luna to file a complaint that same night. I called back the next day and was told that the complaint was closed and sent to the sales team. No one contacted me to discuss the issue so I put in another complaint. I was told by that rep that there is no direct number to the sales team. I later found out that was a lie. I called back a third time the next day and was told the second ticket was also closed because the 1st was forwarded to the sales team. I still had not received a call from management at this point. Hopefully someone will see this and think twice about using Luna for any project if this is the way that they handle their business. read more

Absolutely livid. I paid over $3600 for new carpets, they showed up with not enough carpet to do the job. They lied to us and said they would come back in the morning and do it, but here we are still no carpets. We called customer service and they still have not answered the phone or sent someone. I am so angry. NEVER HIRE THEM. read more

horrible service horrible cheap floors- i wouldn't every get them to do anything for me again even if it were free read more

Luna Flooring - Carpet Installation Near Me

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I have read so many bad reviews that I thought I would share a great experience. We had hardwood installed on our main stair case by another company and needed a runner. After getting crazy prices from some local Columbia carpet stores, we called Luna. The salesman came out and did his measurements and worked up a price. I was expecting to kick him out, but his price was 75% cheaper then one of the stores in Columbia. I signed a contract immediately. The installers showed up a week later to take measurements. When they came back to install, it was not correct. Hence, the ding on one star. The guys brought the carpet in and cut it onsite exactly how I wanted it. They said it would be a few days to rebind. When they showed back up, it was absolutely perfect. It has been down a few years and haven't had a single issue. My wife and I couldn't be happier. We are now having custom area rugs made for 4 bedrooms. Ed came out and was extremely patient and was not high pressure as other people have experienced. It will be a few weeks until they are installed, so I will update this review at that time. The price was cheaper then any local store and home depot. Plus, Luna will move the furniture to lay the rugs down. Home Depot will not deliver or install custom area rugs. Area rugs are done. They had to make two trips because two of the four rugs were not cut correctly. I simply called Luna and told then the date and time they could come back. The installers showed up right on time and everything was perfect. Luna was so easy to deal with. Everytime I called, I got somebody right away. I couldn't ask for more from a company. Will be my first choice when we need carpet for the basement. read more

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Avoid this company at all costs. After making me wait for a week for installation, they failed to show up on the scheduled date. I contacted them repeatedly on the day before and the day of installation, and they failed to response with anything other than telling me that I would km d be re-scheduled at their convenience. Customer service was disrespectful and unresponsive --even after waiting on hold for 30+ minutes on multiple occasions. Save yourself a headache -- STAY AWAY read more

As a real estate investor I have selected many grades of carpeting and have a good understanding of when to install poor or excellent grades of carpeting. When my wife and I decided to install carpeting in our home we had the understanding we were installing carpeting that would last five years or more. We decided to install a mid grade carpet because we have no children or pets and we are in our 70's. After 4 months the carpeting is showing signs of wear. Also, there was a section of carpeting where two pieces of carpeting meet and did not meet our satisfaction. We had them try to amend the seam, but the installer said it was the best he could do. At this point I am not sure they installed the grade we had preferred and paid for. If you need quick carpet for a quick job I would call Luna, otherwise don't select carpeting from a salesman with samples out of his trunk. read more

Way to over priced for a flooring they are ripping people off big time thank god I never signed with them I clearly saw the bs from the estimator face read more

Terribly communication with these clowns, this is basically a sales team that subcontracts the work to anyone with a truck and hammer. I have been trying to get flooring completed that was already started 5 weeks ago. Buy elsewhere folks ! read more

Luna installed Karistan carpeting on our second floor. We had problems a few months later with the carpeting wrinkling. Called Luna to come out and to a stretch. Charged us over $300. at the time. A few months later more wrinkles, Luna again now wanted over $400. to come. Called another carpet company and they said the carpet had never been installed correctly to begin with. Called Luna Customer Service, They were terrible, They simply did not care to correct this problem. Save yourself some problems and never contract with Luna for any reason!!!!!!!!! read more

Be sure to get multiple quotes. Luna, which was supposedly having a buy one room get the others for $50 sale, played a transparent and, in my opinion, demeaning sales pitch game. I'm dismayed that their tactics actually work on people. We requested a quote from Luna and two other places to replace the carpet on our main floor with hardwood. The area measured is under 1100 sq. ft. The first number out of the saleman's mouth was $28,000! While punching numbers on a calculator, he said he could get the price down to under $23,000. Then he suddenly realized that the type of wood we wanted may be in a nearby location as an overstock item. So, he calls the warehouse to check. I'm thinking to myself, I'll bet you $100 they have it in overstock, and sure enough they did. This "lucky break" reduced the price to around $18,000 but he was sure to tell us he didn't know how long the overstock wood would be available. We told him we'd have to take our chances because we had two other companies scheduled to provide quotes but I asked him to send me the quote in writing. He never did. Someone from Luna called to try to schedule a follow up appt and I told him we never received the quote so he sent it to me. The quote was nothing more than the total cost of the job (a little under $18,000) in the body of an email. No itemization and no mention of the $50 sale. For the record, the other two companies gave us quotes under $12,000, which is much more in line with what we expected. Each quote came on an attached pdf with an itemized breakdown of the cost of everything (materials, labor, removing carpet, moving furniture, etc). Needless to say we did not go with Luna. Their floors are no better than the floors we went with. Don't just rely on Luna. Do your due diligence and get multiple quotes. I found their sales pitch tactics to be offensive and designed to take advantage of people's naivete. read more

My floor looks beautiful. The installers were polite and got right to work. They worked well together. Each had their own part of the jib to do and did it professionally. I would recommend them to anyone. Thank You Luna read more

Was scheduled to have carpet installed today (Saturday) in our bedroom. Installers arrived at 9am and asked to see what room would be getting new carpet. We showed them the same room that the salesman saw the day he made the sale. However today, they informed us that they did not have the right amount of carpet to complete the work. They were cut 15ft of carpet but they really needed 25+ ft of carpet. HOW DO YOU MISMEASURE something as simple as carpet?? I've tried calling customer service twice and was told the only thing they could do was submit a ticket (the office wasn't answering, and neither was the salesman) and hope I get a response on MONDAY morning. I already paid a deposit, took off work, and moved everything off the floors to prepare for this install today and all I can get from LUNA is a whoops sorry. If you're doing installs at 9am your office should be open and answering the phone at 9am. I regret choosing this company to install my carpet. read more

BUYER BEWARE! We hired Luna to replace carpeting in our basement. The final product looks worse than the original/old carpet. There is a 1/2 inch gap between the carpet and the wall around the entire perimeter of the room. The edges along the staircase look so shoddy. Poor craftsmanship and even poorer customer service. Their response: we now need to pay them $400 to install new baseboards to fix their crappy installation. Wow! What a scam. Never again. We are going to file a BBB claim against them. read more

I have a Luna floor installer at my house currently and he broke the water pipe that connects from the wall to the toilet. Water flooded my entire bathroom and my neighbors bathroom below me as well as ruined my bedroom carpet. I have been calling Luna office and emailed the salesman and no one has contacted me back. I have property damage and no water in my home. I do not recommend using this company. All they want is your business but don't to take responsibility for damage caused by their installers. So late this evening I finally got a call back from an Luna installer manager. His remedy to the situation was for me to send Luna the bills for property damage to me and my neighbor below property damage as well as hire a professional to deep clean my toilet soiled carpets. I am beyond shocked. I have been inconvenienced by a so called professional flooring company and I have to foot the bill and be reimbursed on top of being charged with a $2900 flooring installation. Luna should be fully responsible for hiring someone to fix my property damage as well as my neighbor below and offer to replace my carpet. They are a flooring company. To add insult to injury the installer left my house at 6:45 pm to come back with fans to dry my carpet and it is now 8:31pm and no fans. I will report everyday until this situation is fixed. Please look at the pictures below as to how my bathroom was left unfinished and destroyed. 7/9/2020 The next day and my master bedroom suite smells like pure sewage. The Luna installer did come back last night and brought the fans to try and dry out the moisture. As for the company 3 thumbs down. The salesman never responded to my email and Luna company made no attempt to help restore my water. I was expecting professional service and received below sub-standard. I have added another picture below. read more

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Andy, our salesperson, was the start of a great experience. He was both personable and professional, not at all hard sell, but willing to answer any questions or concerns at any time during the day he visited our home and anytime thereafter. He even came over again right off of his vacation time to go over our project when we had questions again. He knew his information and was happy to make us feel completely comfortable with our choice. Then the installation crew showed up and things got even better. Five young men worked non-stop for almost 12 hours, carefully, cheerfully, and with obvious pride in their work. It was a huge job, estimated to take 3 days, and they really tried hard to get it done in one. They ended up having to leave, but set us up in livable space first, then showed up early the next morning and finished the job. They carefully and completely cleaned up after themselves, leaving the space pristine. And the results are gorgeous. We got wood floor to replace old carpeting, and the floor is perfect. Not a mar or mistake anywhere. I wish there were a way to reward these people for their great work and spectacular work ethic. I certainly recommend the company with no reservation. If they do this every time, I can not imagine anyone ever having a complaint. read more

Empire Today no its ok they said they cant help me you offer something and put in somethin totaly diferent very disapointed never use it again and dont recomend it at all very bad experiense read more

Luna carpet is a scam, there warranty program is a sham. They sell on you 25 year warranty and after less than one year- they ignore your calls for repair or honoring the warranty they sold you. This company hires unlicensed carpet installers to install and wastes the customer's time in poor measurements. I have been waiting for a repair / replacement of my carpet in my master bedroom and dining for three month's, received nothing but promises and no services. This costing me time and additional funds, due to poor customer service and misrepresentation of warranty. This warranty you can clean your floors with it. That this best use of this. Attached is my contact person Nely Lopez - Contract number CX20946 Here is some lies, for your entertainment. Below you will find my contact information. Please do not hesitate to call, email, or text me with any questions, comments, or concerns that you may have. I pride myself in going above and beyond for my customers. One thing I wanted to mention is our referral program. For anyone that you refer to me directly, we will mail you a $25 visa gift card. I have had some people get 7-8 gift cards because they referred so many people that bought. If you do take advantage of this, just have them email me here or call my cell directly and I will schedule it. It was a pleasure meeting you, hope to earn your business in the future! Regards, Michael Fonte Luna Flooring 443-253-0811 read more

Hired this company to recarpet about half my house. It was 1200 sf or so. They did do a nice job with the install, and took away all the old carpet and pad. The only complaint is they left alot of staples on my carpet that I was concerned about because of my pet. They did not do a great job cleaning up the jobs items and left alot of stuff outside too. Happy with the carpet tho. read more

Yesterday, Anthony Washington came to give me an estimate for my finished basement. Nothing to remove; two rooms carpet, one room vinyl. The price he gave was $12,000+ unsure the exact amount. Then he called his manager who said give her $9,200. I agreed!!! Then, anything asked me to secure the price by paying $3,500 today.... no problem! However, I'm not signing a contract on your iPad that states $12,000. Please fix it to reflect the new price. His voice raised, while he start shouting of what he would not be able to do. I told Anthony, I work contracts daily and that I'll never sign my name and expect you to go home to make the changes when you have a computer in hand. Then, I offered Anthony to go to work make changes and come back. The installation was not scheduled until next week so I was unsure what the big deal was. Needless to say, Anthony walked out of my house saying that Luna and Empire is the same company and they work the same way so I just won't be getting my floors done. Let's just say, it appears to be a scam and I want no parts of it. I used Luna about 5 years ago at another property and NOTHING like yesterday. Luna you just lost a good customer and oddly agreed reading the reviews, I'm not alone. Stay far away from companies that operations and policies are questionable. And never sign your name to a document that need revisions, because any court will say it's in black and white and will not want to hear hearsay. read more

We purchased carpet and luxury vinyl plank from Luna. The day of our first scheduled install nobody showed, we called our sales rep and he told us he'd figure out what was going on. We were told later that day ( lied to) that they needed a new special license to install in our town. I checked and that wasn't true. We rescheduled a week later to then be told they didn't have installers for our project. I called to cancel, only to be told they couldn't refund our deposit by a CSR at their main office named Victor. We were told it wasn't their problem that they couldn't install our floors and we'd have to wait for when they could find installers if we wanted our deposit applied. We are fighting it now, but stay far away from this scam of a company! read more

Customer service is the worst. Installers arrive after 2 and finish at 8. 3 rooms, hallway & stairs carpeted. When they finish I'm informed that they don't have enough carpet for the master bedroom. Contacted the salesman who said he would take care of it. Text him at 12:30 & 3:30 no response. Called him at 4 no response. Called customer service and transferred to voicemail. My payment was processed in minutes but now I cannot speak to anyone. The salesman took the measurements how can you not have enough carpet? read more