Awful customer service!! Carpet installed in August and still trying to get some of our money refunded. Several emails and phone calls and still nothing! So frustrated!! Will NEVER work with Luna or Empire. Empire acquired Luna!!! read more

I love my floors I picked but was not happy with installer. We were missing something out of our closet after he left but I have no proof but knew it was in there. He also went through bags I had on my table. That I have proof of. They have great flooring but we had the sketchy installer. read more

I was very hesitant about going through Luna after hearing mixed reviews, but I am glad I did. Heather was so friendly, professional, and worked with my budget. She answered all of my questions honestly and provided exceptional customer service from start to finish. Omar and his team installed my carpet 2 weeks ago and they did a wonderful job. I couldn't be more satisfied with their work and would recommend Luna in Naperville. Make sure you work with Heather as she is truly the best! read more

Luna Flooring Gallery - an empty room with a carpeted floor - Flooring Near Me - Naperville, Illinois

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DO NOT FALL FOR THIS SCAM COMPANY. Besides being over priced (which I accepted going in because I had the old asbestos tiles under my carpet and they were one of the only to accept doing the job because of this) They were over 4 hours late for the appointment- which means I was looking at an install in the dark by lamps. My trim has huge gaps and when I pointed out the spots I found out came the caulk. The trim looks like it was cut using his teeth. Which will now cost hundreds to have someone else fix. The trim under the door is half off because he "forget to nail one end" Run don't walk with your money from this company. Even though you might have to wait go with anyone else but Luna. read more

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My husband and I walked in to get pricing on a custom carpet runner for our stairs. The salesperson, Heather, greeted us and asked how she could help. I mentioned what we were looking for and she showed us what was popular. When I asked for something else she showed me other options. When I told her what the other company said, she condescendingly said, "Well that doesn't sound custom. Was your other quote from Home Depot?" When I told her no and said it was from another carpet/flooring company, she snarkily said "Obviously". I didn't want to be rude like she was being. When she said she didn't know how the other company was doing it at that price, they must be doing something completely different than what we do in a tone that made my blood boil, I knew it was time for me to go. I'm not sure if she treats everyone with this tone, but I would definitely not recommend her and her lack of customer service skills. read more

Horrible experience with this company. Do yourself a favor and stay away from such people! The only bright spot was the sales rep. After that all went downhill. The install crew showed up with the wrong inferior product. They left me with unsightly gutted floors. I tried unsuccessfully to have them return with the correct ordered floors, but Luna ignored all of our calls. The worst customers service ever!! I gladly canceled the order. read more

Few months ago we had a in home salesmen stop by we had agreed on price and everything. Fast forward to installation day, the the installers came after the time frame, and then said they didn't have enough carpet and we needed to reschedule. I had waited for them all day to waste my time. The office wouldn't do anything about and didn't want to refund my money, but eventually they did. The sales manager told me to take my money and go elsewhere. He was beyond rude. Rather than remedy the situation he made it worse. We decided to give them a shot again because they had a color we really wanted so we called the salesmen. He didn't come out just did everything over the phone which I don't mind since we know what we want but you can tell he was unmotivated to come out, and then he quoted us $125 over from last time and they won't even match the last price. No customer service at all. They're rude and I don't even know why we decided to give them another chance. read more

The salesman was Chris. He told us that we were getting one product and we got a much different and much inferior product This is the second bait and switch that Luna has saddled us with I don't know if they teach their sales and install folks how to screw the customer but they are very adept at selling you an expensive product and install a poor product We paid for a wood floor product. They said they refused to sell the laminate tiles because they could not warranty for ten years. That's why they only sold the expensive wood product. Unfortunately they installed the laminate tiles - the very tile that they claimed not to sell. The salesman said that we checked the product before install. We only checked the color. We did not check the box code - only to find later that it was the wrong product. When later challenged we hear that it's our fault for not checking what exactly they were installing I cannot believe how rude Chris the salesman was to my wife. We will file a lawsuite read more

I was in a hurry and these guys covered my as...um.. floors. Seriously, I buy flooring on average once or twice a year. This time I was replacing vinyl, ceramic and carpet in a townhouse.. all of the flooring top to bottom. I called my regular guy at another store (14 year relationship) and got a quote, yep about what I expected..wait.. what? You won't haul away the old carpet? Wait.. what? the new shoe molding is extra? Installation in 2 weeks and will take a few days? Picture my finger tapping my watch..(tap, tap, tap.. time is money!) So my lovely wife and I stopped in at the Luna store on Rt 59 to do a little comparison shopping. There we met Kevin Wielgus. Kevin's card says he is the General Manager, but I'm not sure what that means as he helped us from beginning to end. We asked for some advice and opinions.. and we got it! "this carpet will feel and look great but will shed" "This carpet will look good going in but will show traffic patterns more quickly" "These few are probably the best bang for your buck" "This hardwood is probably best in this situation" etc.. Sold! Give it to me straight. I've had the carpet that sheds and that the ones that easily mat.. I'll take the shedder any day at the right price. You can vacuum shedding.. not much you can do about carpet that lays down and plays dead in a year. I mean.. my dog (Chaps!) sheds and won't play dead.. so it's kind of what I'm used to. So Kevin sent a measuring dude out (vacant property) and drew up some plans for me. All Handscraped hardwood (yo!) on the first floor and all carpet (except baths, duh) on the second floor. We exchanged email while concurrently watching the Blackhawks that night. Yeah, that's right sports fan Kevin was working on a Saturday night getting me info. I said "yes" and then we were married.. to the job. Ordered late Saturday, they started on Tuesday (Demo first, then the wood.. carpet coming from Georgia later, mid-week) Done one day late because my old ceramic was a huge pain in the.... to remove. Still, one week start to finish. Measure up to finished in 6 days. The workmanship was excellent, all of the flooring looks great. The price was almost the same as my (past) regular guy and included more. Now, some may know that Luna was purchased by Empire (go ahead, sing it in your head.. I am) and you will have some of their installers. Mine were great, efficient and friendly. Kevin also visited the townhouse a couple of times and emailed me updates (because it was vacant) with pictures. So there you go. read more

Luna Flooring Gallery - New handscraped floors - Flooring Near Me - Naperville, Illinois

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We love our new carpeting from Luna Flooring Gallery! This review is not for the Luna shop at home service. We were very skeptical from all the bad reviews but everything went well with the exception of our original date of installation being cancelled by Luna, but rescheduled for 2 days later, no problem, things happen you adjust and the job got done! Heather made for a great easy buying experience, she got me what I was looking for, the carpet looks great, feels so soft to walk on, and I love the color I finally went with! Everything was built into one price so there was no figuring out how much more you had to pay to get rid of the old carpeting or move the furniture. The installers were in & out, worked quickly, did a great job! read more

Luna Flooring Gallery - Flooring Near Me - Naperville, Illinois

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If I could give them a zero star I would. We had new carpet installed over Memorial Day weekend of 2020. Six months later we noticed the carpet was unraveling and becoming very fuzzy, like a cotton ball. We called Luna and they strung us along for the last three months. They sent out a few so called inspectors at different times. Our carpet came with a ten year warranty and all of a sudden a few weeks ago they just stopped responding without giving us the reports from the inspectors or a reason why they are not honoring the warranty. Our next step is going to the Better Business Bureau. If you are reading this please don't make the same mistake we did and go to a reputable company. read more

We had vinyl flooring installed in our old house and had no problem. Went with the same flooring in new house and after 6 months the floor is buckled. Luna will not stand behind their installation and product. They say is from sunlight that's ridiculous because I had sunlight coming in on old flooring with no problems. They want $900 to fix their problem. Not giving them one more dime. Don't go with Luna they have aweful customer service. I paid $8000 for my floor I just want it right read more

Do not trust Luna. Stay away. I ordered laminate flooring for my living room and dining room. The sales rep measure the floors gave us a price for labor and material, or we were told the price was for labor and material. The installer came to tear out the carpet , before she and her assistant started she said she needed to install under layment and there will be an additional $1600.00 charge. We called Luna they said the contract states floor prep may be needed and they would reduce the charge to $800.00. I cancelled the order. Luna refused to give me a refund. Bank of America was able to get my $1000.00 deposit back. Additionally I never received to electronic contract. Dr. W read more

They would not even install our flooring claimed we had asbestos tiles under our carpet!!!! Even if there was they could have laid over that, as long as you do not disturb it , it is all good, for Christ sake they laid carpeting over it at one time!!!!!! Ended up buying a better product on our own and having someone install for us that did not have issues laying over black tiles and was 2000.00 cheaper!!!!! Worst ever experience with this company !!!!!!!!!!!!!! read more

Product purchased: LVP flooring- In short, It has not been 2 years, when I call the warranty dept, I am told the warranty time of "one-year" has passed. Clearly online it says 2 years on "workmanship". The installer should have placed a thicker ring for the toilet when installing over original floors per my builder, resulting in a very slow leak into my garage ceiling. I have been told Daniel Brunner is "out of the country". Emails unreturned. Extremely disappointed in customer care. read more

Luna Flooring Gallery - Screenshot of warranty - Flooring Near Me - Naperville, Illinois

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I sent in a review on luna carpet in naperville on my horrible experience from 7/5/22 install date order number so they cant say i did not have a repair done. NV001343 a owner of company Ben Bush reached out to me offered me a 100 gift card for my troubles. did not handle the situation just stuck up for a employee and said their is nothing he could do to fix it and that his employees are to busy to follow up with every customer after work is done. im appalled by that i work for a company that strives on customer service i touch 15 to 30 customers on any given day and must follow up in 24 hr after completion to make sure they are taken care of and if it escalces to owners its handled by any means. I do not recommend LUNA CARPET TO ANY ONE I WILL SEND REVIEWS TO ANY SOCIAL MEDIA I CAN TO TELL THEM MY EXPIECENCE read more

Scam & RIPOFF!! They will steal your money! Short story: - I got a quote for carpet & hardwood - My mistake, I fell for the salesman's "I can give you a great deal, but you need to put a downpayment today. Don't worry, you have 3 days to cancel, no hassle!" - The next day I called and cancelled. - They told be my credit card would be refunded the full $2500 in 3-7 days - 7 days came & went and I was told 7-10 days - 10 days came and went and I was told "10 business days" - 14 business days later, STILL NO REFUND - Now I call and they say "Our systems are down, it will take 30 days" I asked if they're going to pay the interstate's I'll be charged for their incompetence, "Nope, screw you pal!" is basically the reply I got. So now I've had to resort to disputing the charges. STAY AWAY FROM THIS SHAM COMPANY! read more

Called luna. They came in for an free estimate for laminate flooring right away. On a job that actually costs $1200, they first quoted us $6700!!! We were shocked! I told him the price is WAYY out of our price range and negotiated with him. He immediately was able to drop the price to $2500 (which was still tooo HIGH)! If you get a quote from LUNA....make SURE to negotiate the prices cause their prices are just ridiculous! (i'm sure Empire is the same). I would never even consider getting my flooring done from them given that they gave us such ridiculous prices. read more

I have used Luna carpet 3 times in the past and even recommended them to family. So we didn't even look anywhere else when we needed carpet for our new house. We requested an appointment online. Received no confirmation call or email and a sales person just showed up. Lucky, I happened to be home. The order we placed was for 2 rooms with 2 different colors 1 step apart on the swatch board. So similar, but one color a bit darker. The initial order was not placed correctly. The same color was ordered for both rooms. That was corrected before the install. Then, Install day arrives, and they only have one room loaded on the truck of the two. The carpet is labeled with the name of the color for the front room. They install the front room (although I have to pay in full for both or they can't do any work). I spend most of the install on the phone with customer serve trying to figure out what was mixed up and when they can come back to to install the back room. The installers leave, and I just keep looking at the he carpet that was installed thinking it's darker than I remember. I even contacted the sale rep to send me a screen shot of the swatch board to see the colors I ordered. It still seemed like the carpet installed was too dark. Fast forward 2 days. They come back to install the back room, show up 45 mins early and I'm barely home yet. The installer takes a look at the carpet we had put in, I show him the room where the other other color is going, he goes to the truck and cuts a little piece off the roll and brings it in and puts it next to the already installed carpet. Although, it is labeled a different color than what was put in a couple of days before, it is the EXACT same color. And wait for it...the installer also says that I paid for an 8.5 lb padding, and they have 6Lb on the truck. He then pulls up an end of the carpet I had installed 2 days that was labeled with the incorrect color, and AGAIN cheaper padding then what I paid for! Unless you could hold the 2 padding side by side how would any regular person know the difference! How could one company screw up so many things?!? Only because the installer called a customer service rep, did someone then call me to try to straighten things out. I am told they will be dropping off a color board so that I can make sure the correct colors goes into the correct rooms. They will be coming back for a THIRD time to now rip out the carpet in the front room and put in the correct color and correct padding in & install the back room. This was a joke and a headache from the beginning!! Too many different entities involved, and no one knows what the other is doing. I wonder how many other people have had a cheaper padding installed than what they paid for and don't even realize it! Because who would unless you are told! If the correct color had gone in the first time, I wouldn't have realized it. I would not waste my money or time with this company in the future. read more

My 4-star review is specifically for the helpfulness of the in-store staff. After placing an in-home order with a very rushed and high pressure sales person, I came in to ask a question, and ended up getting (and I know this sounds weird) helpfully upsold by someone in store. Yes, he probably had dollar signs in his eyes, but he corrected a misconception I had and helped me select a more appropriate (while more expensive) grade of carpet that I'm extremely pleased with. Thank goodness that my original install was canceled at the last minute for out of stock carpet (so here is where some other folks' complaints ring true). But as far as the people at this particular store go - very helpful. My installers were also good - they worked quickly, did a good job, bundled up all my old carpet and pad in to rolls appropriate for my ridiculous Aurora garbage service to collect. The only thing I can find that's wrong is maybe something underneath the carpet in the hallway, in one little spot. I step on it every so often. It might have been something in the sub floor, or a hard spot in the pad...who knows. There's also a tack strip right at the border of my kitchen and living room that's sticking up a bit...so when I step on it, I know about it. But they moved all of my furniture, didn't damage anything, scuff any walls, break any baseboard, etc. Just a good job overall. So I'm happy. I might be high from the new carpet fumes, but thankfully I didn't have the experience some people had. I would absolutely recommend you skip the in home sales people though. Come in to the store, browse an infinitely larger array of samples, etc, pick out what you like (or take samples home, as I did, to do a color sanity check) and then have someone come measure. As far as price goes, I had hemmed and hawed with the initial sales person, who had cut my price significantly, and my in-store sales person honored the same percentage discount as I had on the original. Whether that was absurdly high or an amazing deal, I don't know...and what I don't know won't hurt me. I know it wasn't out of line with the other places I looked, but maybe they were all just out to gouge me. read more

Beware!!!! I would not recommend going with Luna. Also beware Empire is their sister company so you get the same service there as well. We got new carpet upstairs and laminate downstairs. Different crews different days. Both Crews did not care about our house they left scuff marks all over our newly painted walls. Closet doors were broken and when you contact their customer service they put in a claim but never contact you back telling you what's going to come about of it. we had to fix things on our own, and then in our half bathroom they put a hole in our one of our connecting valves to the vanity and it caused a leak and we had to replace it ourselves. Not a good company they do not care about your home how they leave it, and customer service does nothing about it. Now we have to hire a painter to repaint all the trim and repair small holes they put in walls. Shop elsewhere. read more

Do not waste your time or money. They do not back their carpeting. Purchased carpet for the entire house and a year and a half later it looks like 30 carpet. Claim "crushing" of carpet is normal wear and tear. read more

Okay - so here it is! MY EXPERIENCE IS BEWARE OF LUNA CARPET AND FLOORS We were supposed to have Carpet installed on Tuesday AM by Luna Carpet & Floors. Installer shows up at 745 am and says, "I'm here early because I have stuff to do with my family today" - then says, I can't install the carpet until the beds are taken apart and I am not going to wait for you to take them apart but I will charge you $350 to take them apart for you. I was told by sales that they would take the beds apart... I said, "I will take them apart now" he walked outside and showed my wife the carpet in the truck... It looked thin and cheaper then the sample we ordered from. I said this looks like construction grade carpet and he agreed - I said I need to call the sales guy to make sure all was in order and then take the beds apart. When I went in - the installer left. When we called him to get him to come back (shortly after he left) - he said, "I'm at home with my family so this is not my problem" and he hung up. Since then I have spent countless hours on the phone trying to get Luna to install the carpet... always a promise of a call back and never received a single call. Now they say, they can't do the install until Monday the 28th... "nothing I can do to help you" is the response from everyone I spoke to. I was also told, "your lucky we can for you in on the 28th because we are so over booked" - I hardly find this as a "I'm lucky" scenario. read more

Do not use Luna. Paid $4800 to install new carpet on 1/12/21. Noticed that evening that the installers wore shoes and left marks everywhere on the carpet. Called 5+ times only to get passed around and finally 6 days later they offered to send out the same crew who made the mistake to clean it or they would give us a $100 credit. I would never order from Luna based on product and service. This is an order from the western surburbs to be clear. read more

Heather, I wanted to reach out to you relative to the outstanding service we recently received from Dan Visone from your Naperville Store and your installer Rafael (?) on 10/24/17. We began a complete remodel of our Naperville townhouse starting in February, 2017 . The final large decision was the staircase carpet runner. We looked at many local stores and the prices were shocking to us but there was an specific carpet runner, significantly higher than any others we saw, which we immediately fell in love with at another store. Immediately upon meeting Dan Visone we were drawn to his personality, his understanding of our needs, his knowledge of Luna's selection, and his follow up. Dan was a consummate professional in his approach. Luna's attractive pricing's and Dan's energy was the deciding point. As a realtor with Keller Williams Realty in Naperville, I meet many people who I know are self serving to you to better their opportunity in life. Dan, was only interested in making sure we were pleased with our carpet selection and service. Upon the installation date, we had the pleasure to meet Rafael (?). A hispanic crew leader who has been with Luna and/or carpet installing for 23-years. Family man with 4-kids from Berwyn/Cicero area (if this helps identify him better?) I told him his energy and enthusiasm for his work was impressive. He said we had made the right choice for carpeting and he was going to make it look impressive. Wow...He is such a great employee. As a business owner and technology sales person for my career, sales people do not get the positive acknowledgment they deserve for a very difficult position. You should be proud of your team who worked with us as we will recommend our friends and clients to see Dan at Luna for their future carpet needs. Keep up the good work, read more

2 delays from them and then wrong carpet delivered. Horrible experience! Shop elsewhere!!

I used Luna to replace my carpet in my basement which the installers showed up on time and did a pretty good job. My issue is that the installers damaged my Futon then tried to cover it up. I have been working with Nicole to resolve the issue but she has been unresponsive and the installers are lying stating my futon was disassembled and already broken. DO NOT USE THIS COMPANY! read more

Luna carpet and I agreed on a delivery time. I moved furniture and carpet/padding. Luna changed delivery time. I work 6 days/week. They refuse to keep original agreement. Horrible service. Now I'll be sleeping on the floor until I find another company to deliver. Salesman lied. read more

I wasted Saturday morning waiting for someone to come. I called customer service and wait for 15 minutes for them not being able to reach the installer. Taking my business elsewhere read more

Measurement and sales was great... unfortunately I ended up going with a different company and called for my 25% deposit refund(which they state that you have three days to cancel and get full refund) and haven't received it yet. Cancelled on 12/05/20 and until now have not received. When I call customer service all they say is it's in process read more

I hired this company to install carpet and paid them extra to move a pool table. I found out they broke the table. Communication with installer is very difficult, I called company and submitted claim with pictures. They denied my requested because simply, installer denied he broke it. They said because I don't have video showing them breaking the table, they cannot approve it. So simply my word against installer's. I also found out that this installer is not employee, just a contractor. I thought I hired big company, paid them extra to be covered in case something like this happens, instead they would send me contractor, and treat my problem just like a shady business who would take your money and disappear! read more

Luna is the worst company ever. DO NOT USE THEM. We had them come in September 15th and still waiting for our floors to be finished. last we heard was that our installers were a block away but got pulled over by the cops b/c they were speeding. its been 2 hrs now and they still haven't showed. This is the 3rd weekend in a row that they were supposwd to show and NEVER did. On top of our floors never being finished, they also damaged our toilet upstairs which caused a major water leak in our downstairs bathroom ceiling. We are now taking them to court to sue for damages and for never finishing our floors. Randy Robinson the customer service manager, Robert Borrin the general manager, Taisha, and salesmen Rick Hoffman are all rude and useless! LIARS!! DO NOT USE LUNA. read more

They are an unprofessional scam. Brian came to my home, they were first to bid and did the old fashioned pushy sales tactic: that i could get this extra discount or that if i committed today and had carpet installed in next 2 weeks, etc. But that of course I did not qualify for the buy 1 room, get 1 @ $99 offer. Told him no way, i always get 3 quotes and good thing i did-they were twice as high as 3 other bidders! He would not even leave a written quote w me. They are SCAMMERS!! read more

It's been a year and a half since they installed the faulty product. We had stopped payment on the old product until they replaced it. Keep in mind the original flooring was installed in August of 2017 and they finally replaced it in March of 2019 with a much cheaper product. Even though the new product was cheaper, they still wanted us to pay the original price again. We finally negotiated a lower price, they installed the new floor and now they sent the old contract to a collection agency for the old floor that they took with them when they installed the new floor. When I called them to tell them they made a mistake, they said I had to sign the old contract again in order for them to cancel it out. I no longer trust them and will never do business with them again. I need to call an attorney. read more

We just had our carpeting replaced and we contracted Luna for the project. After my experience I wish I would have used someone else, anyone else!!! After being canceled three times for various reasons: *Called 20 hours before installation and told there was a Manufacturer Delay (7 day Delay) *Called 20 hours before installation to be canceled because the carpeting was delivered later in the day than expected. ( 1 day Delay) *We were called and told to expect the crew between 10am and 12 and when no one showed. We (the customer) called to find out the installation was canceled because the truck was in an accident and now the truck was not able to be driven (Refused any request to have another crew come out!!) (another 1 day Delay) *When the crew did arrive they were on time, after removing the carpeting they scrapped the floor in an attempt to remove and flatten the staples already in the floor. I asked why are they not removing the staples and was told it would take too long that that the padding will cover them. I asked what happens when a staple gets loose and works its way through the carpet and my daughter steps on it...He had no answer and just looked at me. I asked if the staples would wear out the padding over time, if not removed...I was told the padding was thick and it would probably not do any damage. *They did not remove one tack board, when I asked why they told me the old ones were fine. I am sure at least some of the tack board were bad especially around the bathroom and windows...since the carpeting had been in for over 15 years. After they left, I found a mess on my street from the cutting the carpeting and they also left a mess around my home with me and my wife both finding staples and a ton of carpet garbage in my bathroom and living room which were not carpeted. I picked a premium carpet (In Stock) and was moving into my home the day after the Original Date we agreed upon with my wife and 9 month old daughter, who is very susceptible to dust and mold !! Luna put me in a very bad place, I had to keep my daughter out of my home for over a week!!! I was not able to move anything into any of the rooms that were being carpeted, so I had to hire movers a second time to help move the large items to the upstairs bedroom. I also took 4 Days off !!! I could have been used that time with my family instead of waiting on a call from Luna telling me they were cancelling our installation day...yet again!!! So I wanted to say "Thank You!!!" to Luna for letting me know not to ever use your company again, but to also warn every neighbor, friend and family member to never use your company!!! With social media, my connections and our close knit community, I hope you never see one dollar from anyone I know ever again!! I very much hope Luna will be out of business soon, so no one else will ever have to deal with your lies and horrible service very again!! Regretfully Andy read more

OMG!!! Worst install and customer service ever!!!! Please do not buy from these people. Almost every company contract out for installers, but in my opinion, even still those people are an extension of your service, commitment and company. The first red flag, I received numerous different install times. Each person I spoke with, which was about 4 maybe 5 all gave a different start time. Finally, I asked to speak with a manager or supervisor, who was able to contact the installer and give me an exact window of time. Well once the installers arrived, it was quickly determined that they did not have all of the materials needed to install my lament floor. So Hosea, the installer, called Mike, the installer coordinator. Since carpet was being installed the next day, Mike suggesting having someone come then to install the missing transition piece. When I pressed, Mike for a specific time frame, he was very rude and impatient. He told me, he had no patience when working with customers like me. WOW!!! Great customer service huh??? Finally he told me someone would be at my home on Saturday before 9:30am. I reluctantly accepted. Saturday morning comes. I receive a text stating that my installed was scheduled for today, but no exact time was available. I elected to speak with a representative, which put me into the same situation I was in on Friday. We went back and forth regarding a time frame depending on who I spoke with. Oh, and how about there was no request in place for them to return to install the missing flooring. I called Hosea the installer from the day before who connected me with Mike the install coordinator from the day before. Mike tells me we will have to RE-schedule for the piece to be installed another day. Well by this time I was livid. I asked to speak to a manager or supervisor again. This time it was Helen, who is the supervisor of the install team. I explained to her my situation. Well it sound as though she was calling be lair, because she did not witness the conversation between Mike and me. Long story short, I went through way to much drama, to get what I PAID for. The carpet was installed on Saturday, and we were told that Hosea and his team who installed the floor, did not cut the flooring straight so, now part of the old flooring would show. Again, I had to call customer service. Again, a lot of back and forth. Finally, I agreed to have someone come back out on the following Saturday. The carpet installers finished their work, cleaned up and left. We began to move the furniture back and get everything back in place, when behold Carlos and his team comes back, saying they was told fix the flooring and transitional piece. REALLY!!!??? I was beginning to clean up and put everything back in place. This whole project was an experience from hell!! But it's not over yet. Hosea's team supposedly glued one transition piece down and placed boxes on the piece to adhere it. He asked me to leave the boxes in place for 24 hours which I did. How about when I moved the box, the piece came right up??? So now, on the holiday, I will probably be on the phone fussing with Luna again. My advise, if you buy from Luna, DO NOT PAY IN FULL, UP FRONT. Once they get the sale and the money THEY DON'T CARE. read more

Stay far, far away if your time is valuable!!! Initially, we went to Luna for sheer convenience, as we were under serious time constraints with an upcoming "Move". We intentionally selected an in-stock carpet. Something beige, basic, and boring. The sales rep. ensured us that the installation date wouldn't be a problem. My husband took the day off of work and waited for the carpet to arrive...but it never did. Luna called and said the carpet wasn't in stock after all, what can we do, but reschedule for the next week. Empty promise yet again...the carpet is still out of stock. At this point, our furniture is already in the house and has to be removed for a carpet installation. They promised that our carpet would be in-stock in another week....We went to Home Depot. read more

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

Set up an appointment for someone to come out and measure and show me samples. Waited two hours and they never showed up. When I called costumer service the woman just said of he must be late, I am sure he will be on his way soon. It was already after 8pm on a Monday night! I told her no thank you. She then asked when I wanted to reschedule. I will not be rescheduling or calling you again. Terrible customer service. I will be looking else where. read more