Luna Flooring

This was a very bad experience with Luna. The installers showed up with the wrong color of flooring. We spent over $1016 getting all our utilities disconnected. When we spoke with the installation manager, she stated we signed the contract, and it was our fault. she never apologized and was very rude. You can clearly see in the contract that we signed this was not the color we agreed to, the contract has pictures of the honey-colored flooring, they showed up with an oak-colored flooring. She also told us if we didn't accept the flooring, we would fall off the schedule and would have to wait another week. We asked her if Luna was going to reimburse us the $1000 for the utility disconnect because we can't live a week without having the use of our utilities. She stated no this is your problem and not our responsibility. We tried to contact the sales rep who sold us the flooring and he would not answer the phone. We texted him and he said he would call shortly but he never did. Our next step is we called the store we were transferred to the district sales manager, and he fought us just like the sales manager did. He told us he would have to send a sales team out that day and the whole process would start over. We said this is unacceptable and asked him if Luna would reimburse us the $1000 for the utilities. He said no this was our problem. After defending our position further, he stated he would send the team out tomorrow with the correct flooring. The next day came, and no one showed up. We attempted to call and requested a call back through their automatic system we did not receive a call back. Later that afternoon we called back and waited for him to answer this time. When asked why he didn’t send the team out he stated our flooring is out of stock and we wouldn’t get our floors installed until the 19th. So, we said please cancel our order and we want a reimbursement of the utility. He stated no again and our large deposit would take 3-5 days to get approval. Unacceptable.

The whole experience with Luna was joke once they got our money. We've had these floors for around 2 years and nothing but issues. Had hardwood floors installed and within a couple weeks the boards started to splinter on the edges and would catch on swiffers. We immediately called them to let them know and after months and months and months of waiting, they finally replaced the whole floor. They used the same crew and I don't know if the product is crap or the installers (probably both) but the floors did it again. Not as bad as before but after a year+ there's all these boards doing the same thing. Plus the installers the second time didn't care and just used full packages at a time and didn't mix it up, so the floor has ugly patterns that you can easily see. Also they left too much space around thresholds and didn't nail some back in. To the point we want to put a rug over it. We decided not to bother calling again to have them fix it because it was such an ordeal before that the stress wasn't worth it. I only had them do it because I didn't want to take the time off the work and thought it would be worth my time to have someone else do it....I was wrong. We also had carpet put in the same time (different crew) and that's all good. Just the hardwood floor product and their customer service sucks, so highly not recommended. Pics attached and it's just a sample, this is throughout the house

Luna has the worse installers I have ever experienced. Our 15 year carpet looks better than the rooms we had done by Luna after only a few years. There are so many wrinkles it is embarrassing. When friends ask if we have recommendations for carpeting, we tell them anyone except Luna. They rush the install and do not stretch the carpeting. They use knee kicks, but do not stretch the overall room. Avoid Luna!

Let me start by saying please save yourself, family and friends the headache and dont use this company. I promise it’s not worth a dime.My experience was a living nightmare. From the sales team to installers to customer service was horrible worst I’ve ever seen from a corporate company. Joe Roberts the salesman has zero idea what he’s doing or selling. The installers came in the 1st day and were already on a different page as salesman Joe Roberts. Installer said what Joe Roberts promised us was not possible in our kitchen. So right away I call Joe he panics and blames it on the installers. So from the jump I already had a bad feeling about all of this. After hours of waiting for Joe he shows up and starts arguing and fighting with the install team in my kitchen. He then convinced the installers to think they can do the job. They installed the floors and omg it looked like 5 year old installed the floor it was laughable that they though this was okay. I told them I’m not signing off on the job because the floor was no where near what this joe Robert promised us it would look like. So now Joe Roberts doesn’t answer Ive had my floors installed for 2 weeks and they haven’t given me 1 answer or follow up. I call customer service and its even worse dealing with that team. They have absolutely no idea what they are doing in company. I truly wouldn’t wish this on any family.

Highly disappointed in our situation. Salesman (Brian Sternstein) knows nothing of their products. We have current flooring that needed to come up and he didn’t even know how to quote the job. Was given $5400 initially only to be charged an additional $2500 upon arrival of installers for additional “demo fees” and install of 1/4 plywood to make floors all the same level. He didn’t see the different heights and didn’t factor that into our quote? In addition, we had installers come out and claim we had asbestos. They literally left within 10 min like we were all going to die. Paid $210 for testing which yielded negative results. Had a 2nd install date which was when we were told the demo would take two days (not one like we were told initially) and that $2500 would be necessary for the demo and install of plywood. Needless to say we don’t have new floors. Please use a smaller company which cares about you as a customer not just the dollar sign. My home is a little less than 900 square feet. The initial quote was $5400 and then ended with $7900. Come on Luna! You should be ashamed of yourselves. My husband and I took two days off work for nothing. Oh and the installers from the 2nd time continued to claim we had asbestos even after I showed them the negative results. They said the testing company didn’t take a big enough sample to make an accurate assessment. Really? Shame on this company.

Was sold on a 5 star carpet then they installed a 3 star carpet try to get ahold of sales rep Angela jeager which never got back to me. Refund only valid in 3 day or not honored my deposit was 1,500 lost . Got nowhere on the phone to be transferred to cancellation when no one picks up. Felt like a victim

Visitor posts that are negative are being deleted on their social media sites. This is a second review after a second, thorough inspection was performed. Weeks of fighting to get remedy shoddy installation and damages and lies... Field Superintendent that came for second inspection was disgusted by the installation we received. He could not agree with our complaints stronger - including that the salesman should not have told us the new floors would match our existing hardwood any more than a tree would (only similarities is that both are wood and oak). Upper management agrees to take out transitions that were promised to never exist in the first place! Horrible, horrible lies, installation and resolution attempt! (no underlayment under new hardwood floors, gaps from "lazy" installation - as commented by field superintendent, broken transitions hidden but still used, carpet padding ripped out by hand leaving damage, grease stains on curtains, product sold to match has beveled edges which do not match, missing quarter-round, crooked/misaligned pieces, etc)

Never call Luna, or by extension 21st Center Flooring or Empire Carpet. This is one of the worst customer service experiences I have had. After making me wait for two hours in an empty house for a preliminary sales appointment, they ultimately never showed up and could not get a hold of the sales person that was to meet me. Against my better judgment I rescheduled and after finally meeting with a salesperson, signed a contract and made a deposit. They gave me a guaranteed window between 9am-12pm on a Monday for the install. I called at 9:30am to confirm a crew was coming and they said they would be there before noon. After waiting until 11:30 I called again and this time they said the install was never scheduled. I was extremely frustrated because I had taken time off work to meet them. I asked to speak to a manger and after 15 minutes being abandoned on hold, called again and spent the next 45 minutes on the phone asking them to tell me how they could resolve the issue. Instead, the representative continued to repeat that I never had an appointment in a very condescending tone. I dug up the salesperson's cell number he had used to confirm the original appointment and he picked up right away (after the corporate office had told me they were unable to get a hold of him). He confirmed that a crew was supposed to be there that day. There continued to be a back and forth through out the afternoon, but even with some incentives they offered to keep the business, I ultimately asked them to cancel the order - which I should have done after they failed to show up for the original sales call.

I need to split this review into two experiences: the estimator and Luna corporate and the installer. Estimator - We called Luna to see what getting our room done would cost. For whatever reason, the prior owners had elected to leave the dining room carpeted instead of getting flooring put in like the kitchen and hallways. While I set up the appointment, my wife is the one who met with our estimator Karen Z. To sum up our experience, Karen is dishonest, incompetent, and tried to rip my wife off. The details: Karen measured our room and indicated we would need approximately 200 sqft of flooring. I stupidly did not measure the room ahead of time and took her word for it. My wife picks out the flooring that looks like the closest match (its literally a perfect match) and Karen prepared the quote. Karen gives my wife a quote of $5,600 for the room. Unbeknownst to Karen, my wife is texting me everything she says. Based on my own research I know the floors we want should come out to $8-13 a square foot installed. Karen has quoted us at $28 per sqft, but good news we qualify for 20% off! Which brings the price to $4,500 or $22.4 per sqft. At this point I tell my wife to kick her out. Karen refuses to leave. After realizing my wife won't budge and sign (she likely would have if I had not been talking to her), Karen calls her manager to see if there's anything they can do. Good news again! Apparently they had some excess ordered for a construction job in our exact color and width. Her "manager" says she can do it for $2,000 or $10 sqft. As this is in the acceptable range, we accept. So a few days later the wood is dropped off to acclimate to our humidity. However, only 176 sqft was dropped off. As we were told we needed 200, I immediately called and said we needed more. Customer service said they would reach out to the estimator Karen, but of course I never heard back. I emailed Karen, who only replied "its fine", and never contacted me again. So I went and measured the room, and go figure our room is only 154 sqft, not the 200 that was indicated. I feel incredibly stupid for not measuring before hand, but the end of the day is that Karen lied about how much flooring we would need. This also means the reasonable deal we thought we had at $10 sqft, is now $13 sqft, a 30% increase per sqft. Which leads us to our next issue. Yesterday the installer got here and started looking at everything. He regrets to inform us that since we have fiber board under the carpet instead of plywood, we need new subflooring. The irritating part about this is that its really easy to check what the floor is made of in our house. You can lift the vent out and see that its fiber board. Good old Karen never checked. Our installer calls Luna and they say it will cost another $770 to replace the subflooring. As I know this is literally $60 of materials and a hour or two or work, I tell them no. I have the tools and the knowledge to screw plywood to the floor and will do it myself at that price. I proceed to tell my story to the add-on service customer service rep, and reiterated that this was the straw breaking the camel's back and I would like to cancel everything. She comes back very apologetically, and comps the cost. I have no complaint with her, she was very nice and genuinely tried to be as helpful as she could be. I later received a call from a full-on customer service rep about what I told the first rep, and I retold my story again. The interesting part was that when I was complaining that the estimator didn't bother to check to see if we would need a new subfloor, despite it being easy to do, she stated that they aren't trained to do that and only the experts (the installers) can make that determination. That sounds reasonable until you realize the first time you meet with them is the day of the installation. I can only imagine how many people bite the bullet and agree to pay the cost because the installer and materials are already in their house ready to go. This would have raised our agreed upon cost by a third. A good estimator would be trained in everything that is needed so that an accurate estimate can be provided. My gut feeling is this is intentional so that they can get people on the hook with a lower cost, then get a significant change order the day of the install. I hope that's not the case, but all signs are pointing in that direction. What were we pleased with? The Installer - Rene was our installer and was great. He explained everything and was very upfront and honest. Not to mention his work was meticulous and gorgeous. I cannot recommend Rene more. However, being a third party contractor, you can probably get him without going through Luna.

They didn't do a very good job.

They did very well.

unknown

representative from Luna) came out and brought samples to our home. We agreed on a sample and set the date for installation. The day came for the installation and everything went great the crew seemed to do a good job. The problem was about 1 month later I noticed loops in the carpeting in several spots in particular was 1 spot by our staircase I contacted Luna and they sent out a representative they were able to fix a couple of the spots but the looping by the staircase was a little worse so they took pictures and said someone would be back in 2 weeks to fix it. 2weeks came and went so we contacted Luna they made an appointment for someone to come. The representative showed up and to my dismay it was another supervisor to take pictures??? Really?? Now I have painters tape on the looping so it does not get any worse. The representative said he would contact us again 2 weeks went by no call so we called again The supervisor was never available to talk to me so I waited again 2 weeks passed again and I had to make another call to supervisor this went on for about 1 month! I finally got a message this morning saying they were not going to fix it because it was something we did now this carpeting is in our basement so it reallyiq not in a high traffic area of our home. The only thing that was done to the carpeting is vacuuming can you imagine that this carpeting is so fragile it can't with stand 1 vacuuming??? Now we are trying to figure out how we can get this fixed oh and the other problem we have NO carpeting left over when we asked about that they said they did a good job measuring We would NEVER use Luna again!

Looks good

Total disaster. They caused significant damage to our home during the install (from scratches on walls and trim to actual chunks taken out of the baseboards. Further, the carpet installation job itself was shoddy, with multiple areas where the carpet didn't meet the wall as well as the carpet not being stretched firmly over the stairs. Luna offered a $75 refund for the damage (for a $1000 carpet job) and 3 additional service visits later (and additional damage to our home), the carpet is now installed minimally correctly. Luna committed to repairing the damage, however showed up with no supplies to do so. After their proven inability to do the job for which they were hired, we chose not to allow them to attempt to repair the damage they caused. Each of the 3 times the technicians returned following the initial install (always the same guys), they argued with me for 5-10 minutes about the validity of my complaints and told me it was my fault that the carpet didn't meet the wall. DO NOT BUY FROM LUNA!!!

It was absolutely painless. They moved the furniture, removed and took away the old carpeting and very professionally installed our new carpets. Couldn't be happier with the price and service.

The people who came to my house to install the carpet were great. They got all of the work completed in one day. They left the area really clean when they were finished.

They did a nice job but I thought their price was a little high. I did need commercial grade carpet though and they also removed some old carpet and pad that had been saturated with water. They made the place look a thousand times better. They were also very patient when moving the carpet out of the house. They had to carry the carpet all the way around the house and into the alley so the garbage men could pick it up. The were also very helpful when I was choosing the color of carpeting. I was so appreciative of their patience with me because it took me about a year to actually order my carpet. I had picked carpet out and then things got delayed because I was remodeling the house completely. So after about a year, I called Luna and they still had my information in their system and got it promptly ordered and installed.

They were quick to take my money. The carpeting wasn't of the same quality as the sample. I paid for a pad and tack board but they used the old ones. I asked the men to be careful because the walls were freshly painted and the doors had just been stained. The man who brought in the carpet banged the walls as he came in. When I gave the man my debit card to pay for the work, he took it. He was gone 20 minutes and came back. When I asked for a receipt, he said they would email it to me. I called for a week and a half and requested a supervisor to call me back about this. No one ever called me back.