Luna Flooring Gallery

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!

STAY CLEAR OF LUNA! This review is mostly for Luna in home services but the Naperville location had to be contacted at one point for help. My mom purchased flooring and spent $ 14,000 to re-​carpet and replace laminate flooring in her home to be able to entertain friends and family through the holidays one last time after being diagnosed with cancer back in October. 5 months later and numerous phone calls and emails that went unanswered from customer service and customer service managers (David Andrade) regarding problems with installation and materials, the issue was finally resolved, unfortunately my mom passed away April 1^st and never got to see the finished product that she worked so hard on getting fixed. She went into the hospital on March 14^th for a procedure and the flooring was finally replaced on March 18^th but unfortunately she never left the hospital. The time she had left on this earth was spent by both of us trying to rectify this issue rather than spending the time with her family and friends in her home that she was once so proud of. Luna sales people (Brian) was a high pressure person pushing her into the sale. They had a half off sale going at the time and they scammed her out of the half off sale. Be careful, they take advantage of elderly people with their sales tactics. This has made me so mad that I will probably be contacting the BBB and the Attorney General of Illinois over their sale practices and how they don’t honor them and take advantage of the elderly.
Shame on you Luna for being in business as long as you have and having sales people working for you that take advantage of people, don’t honor the sales you have going at the time or try and convince people that it doesn’t apply to what they are buying when your ads are very clear and for having customer service people that lie about things, put you on hold for lengthy amounts of time before hanging up on you and customer service managers that clearly cannot handle their job or the amount of issues/​complaints that the company gets. I would think that the owners, who now own Empire as well, would read all the issues on here and fix it. I will make it my mission to make sure that everyone knows to stay clear of your company and I have already told all my family, extended family and will continue to tell all my friends about the horrible service you offer and will use social media to make sure it goes beyond that as well.
Stay clear of this company unless you want to have issues like flooring coming up, mismatched boards in a laminate floor, scratches left by the installers in the floor that will not come out, no return calls to resolve the issue, spending hours trying to track down people that you have talked to just to get this fixed, missed appointments, installation appointments not kept and no call to cancel or if you just want to pay a lot of money for a floor that takes 5 months to be finished. Future customers… read the reviews, the bad definitely outweigh the positives and after my experience, they are all true.

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.

This review is regarding Luna Online/​In Home, I did not visit the Naperville store.
Requested appointment online for in home measurement. The sales rep arrived on time — that’s about the only thing that went well with this whole experience. I arrived at the house about 10 minutes after sales rep (husband was there to let him in). He had 4 bedrooms with walk-​in closets, family room, office large hallway and stairs to measure. When I arrived, he said he was done measuring and started to sell me on all the benefits on Luna and started talking about prices. I noticed he had a standard tape measure (not a laser measurement device). He brought in a couple samples as we are looking to re-​carpet to sell the home. Then the used-​car pitch started (sorry to insult any ‘good’ car sales people out there!). The carpet for this «large job» would retail for X amount. Right now we can do Y amount, how does that sound? Our response, knowing that their «sale» ran for another week — ok, we’re getting another estimate in a couple days, we’ll let you know. He then offered a further discount, oh and we have 0% financing. Ok, we’re still getting another estimate and we’ll let you know in a couple days. Repeat this 3 more times and we come down to a price that he says is his lowest (after a call to his «manager» about some low quality carpet that was on special and extending that price to the «higher quality» carpet that we wanted), but we have to put the deposit down now. Fine, we do that, and say we’ll call him to confirm/​lock it in in a couple days after the other estimate (which he says they’ll match if they come in cheaper). The local flooring store comes out the next day to measure the whole house — this guy actually has a laser measurement and spends a reasonable time measuring the house, every angle of the rooms creating a detailed plan of the areas to be carpeted — he takes about 45 minutes, which is what I would expect. We get his measurement estimate and lo and behold he’s about 200 sq ft less carpet needed than what Luna estimated — well there’s a savings right there. Pretty sure the Luna guy just eyeballed it, maybe measured 1 room out of the 6. We just had a really smarmy and uncomfortable feeling about this, and heard some horror stories from other people we know who had trusted their flooring to Luna and were sorely disappointed! So today, I call their customer service number to cancel the order and get my deposit back — well within the 3 business day cancellation right. I reach a customer service person — she takes my information, says she’s forwarded it to the cancellation dept of customer service and someone will call me back. Ok — a few minutes later, I do get a call back. I restate my request to cancel and have my deposit refunded. Here comes the sales pitch — we can give you 50% off of your current quote, will that win your business? Just the fact that they can miraculously take 50% off of my order that was already the «lowest» it could go raises red flags all over the place! I say no, please cancel my order and refund my deposit. Can I upgrade your carpet for that same price? Can I knock off another $ 400 off the total? What can I do to make you happy? At this point I tell her that what will make me happy is for her to cancel my order and refund my deposit. She says ok, I’ve recorded everything and forwarded this to my manager, he is the only one who can approve the refund of deposits. He will call you back within 1 – 3 business days. So now I have to wait, and have this discussion all over again. She assured me that because I called within the «3 business days» that I won’t be stuck outside of that and lose my deposit. I guess we’ll wait and see what he has to say… hopefully I don’t have to get my lawyer involved!
Update — the manager did call me, and thankfully didn’t give me a run around to try and get me to not cancel. However, he did send me an email to confirm that he is processing my refund, and needed me to confirm my mailing address. The email is poorly written, and certainly doesn’t seem like a professional business communication. Thankfully, my deposit is on a credit card, so if I don’t receive the check in the mail within the 10 – 15 days he says, I will call in the fraudulent charge!
I also did the math — based on the retail price the sales guy estimated, the final «can we keep your business» price ended up being the sale price that we should have been quoted in the first place. Had they come to that price from the beginning we wouldn’t have questioned their sales tactics and would likely be getting their carpet installed next week. But, sorry Luna — we’re not dumb consumers — we can tell when we’re being scammed!

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.

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 30^th. I wish I would have read the reviews before I shopped there. Lesson learned — Buyer beware.

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

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

I gave the sales rep. $ 100.00 deposit to start my flooring process but cancelled the order because my wife did not like the flooring material. I called and demanded to return my 100.00 deposit but I keep getting the run around. Don’t leave a cash deposit with this company, u will regret it as I did!

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 Unilocal

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

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!

STAY AWAY from Luna Carpet!
yikes, what a nightmare! The salesman just plain lied, the installers threatened me that if I was not there at the exact time (that they changed from the agreed upon one) they would leave and best yet… the carpet is the worst and my so called Love Your Floors guarantee will cost me $ 600+ to have it changed!!!
Just stay away from Luna — Go to Menards or Home Depot!

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

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.

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.

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.

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.

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. :)

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.