Luna

The flooring is pretty but it’s cheap. Had it less than two years and the carpet has creases, my hardwood steps are coming loose, and if it snows or rains and you walk on the floor they buckle. Not worth the price.

I’ve experienced much better… just confirming the poor customer satisfaction without going into detail. All other complaints are on PAR as to what I experienced with Luna from the customer service (disingenuous and borderline incompetence) to the installers. I have other flooring I need throughout my home. However, Luna will not receive any more business from me.

First off the quote sales man was a no show the first time a set up an appointment, so that should have told me something but I went ahead and scheduled another time for them to come out to give me a quote since they stated they would give me a discount (which they did not).
I am so disappointed with Luna. First I went away for vacation and asked them to contact my mother who was going to be there while carpeting was being completed. Instead they keep calling my phone (while im in Honduras with roaming charges).When I picked up the phone the lady rudely said Ive been trying to get in contact with you. The men are on there way… When I asked the lady did she see a note in her little computer to call my mother because I am out of town she’s like o yea, i do see it ill call her now. By then they were already at my home.
My mother called me as the guys were doing the carpets and stated that 1 closet was not on the blueprint and that they did not have enough padding to put down but they would just use carpet and you would not be able to tell. I agreed.
When I got home, there were 3 closets with no padding and my mother said the two Spanish guys left extra carpet that I could keep and left with alot of padding. (did they still the padding that was suppose to go in my three closets?) I wonder…
At that no one followed up with me to see if I liked the carpet, etc
DO NOT USE THIS COMPANY. THEY SAY YOU BUYING ONE ROOM AND GETTING THE OTHER FREE BUT YOU ARE NOT! I SHOULD HAVE WENT WITH HOME DEPOT

Luna is so disappointing — they use high pressure tactics on the front side to get the sales — which is fine. But once they receive payment — they are MIA. I had carpet installed last week — the carpet is fine; however in addition to paying for carpet you pay for moving of your furniture, The installers moved the furniture to install the carpet, but put nothing back once the carpet was installed.
I called ASAP to get resolution — never heard from anyone. Just this morning I called again, — they gave me a $ 100 credit. The credit is good, but I would probably not use them again.
Luna was not cheaper than other installers and they proved to be a bit too slick for my tastes.

Customer service was good. But we asked for med grade carpet and apparently that’s what we thought they put in. But every one of us have cut our foot on the tack strips. My two year old daughter and my son and me cut our self till blood was drawn. My carpet that I had put in over 8 years ago you don’t even feel the tack strips. The pet padding that I thought we were getting is really cheap. I was curious how it worked so I got a scrap piece and pur some water on it after about ten minutes it soaked through. Called customer service to ask about it and they said it’s just a temporary solution just enough time to get it cleaned up. Well the stain master they had at lowes hands down 100 times better and it will not allow liquids to seep into the padding at all. At this point I would rather have a refund and go with someone who does not miss lead miss represent there company. And just tell the customer what they want to hear so they can make a sale. I could go on and on bur it’s not worth it. Being a owner of a lawn care company I never miss lead my customers. That’s why I have the reviews I do. It’s now been a most two weeks and they have been trying to avoid me. I guess I’ll call my lawyer and the bbb. Customer service rep said I should get a call back with in 24 –48 hrs. It’s been 4 days. Don’t shop here. New update. Finally I got some results. They send out a new guy to look at carpet. Did not seem he even knew what to say other than he has to have a carpet tech come out. I asked about why is it not so plush. He had to say you need to vacuum the carpet to make it more plush. Are you serious I’m not that stupid. What a dumb comment. Well next stop. BBB lawyers office. I guess this is what it comes down to.

7÷16÷15 Update:
The Luna manager called me last Wednesday, 7/​8, and confirmed both installations were set for Saturday, 7÷11÷15, with one small change. The inspector would not come. But she assured the flooring installer will be well informed and that I can work closely with him. The flooring installation was scheduled for the morning and the carpet for the afternoon.
The flooring installer arrived by 9:30 am. He showed me the stair nose and trim strips and I selected the matching pieces.
I was pleasantly surprised by a phone call from the Luna manager, checking to make sure everything was coming along fine and that she’ll follow up early this week.
The installer had just started gluing the trim along the floor’s edge when the 3 carpet installers arrived. Since he was working where everyone was walking, I could see this interfered with his ability to steadily hold the trim and adjoining ends until the glue took hold. There is even a gap now at the first trim corner that may have formed because of the movement and pressure of persons walking on the floor (before the glue set) and the installer’s attention being on not getting stepped on. I hope this corner can be redone on Saturday. As the installer was trying to finish, he mentioned a concern of the area where he was applying the trim. There was a significant give in the floor and the edge was not level. He said he would need to return to repair this before finishing the trim work so he taped all the cut trim sections to the flooring where they would be glued to enable the carpet installers to finish their work.
The carpet installers arrived during their first hour of the 12 – 5 pm window. These professionals worked swiftly, moving furniture as needed, and before I knew it, they had removed the old carpet and padding. It took a few hours but they did an excellent job. Although it’s been a few days, the seam where they glued carpet together across my living room floor is still visible. Hopefully, this seam line will eventually fall and become unnoticeable over time. When I asked, the installers said they had no problem securing the carpet along the trim edges. The carpet looks beautiful.
I received a call that Saturday afternoon from Luna, following up on the unfinished flooring job. Because I have plans this upcoming weekend, I was able to reserve this Saturday morning, ⁷⁄₁₈. The Luna manager followed up with me on Tuesday morning, 7/​14, stating she is aware that another visit is necessary and she extended a customer courtesy service. I replied providing a brief explanation of the reasons and needs of the return visit and expressed my appreciation for the additional service. I even attached a few photos.
So, for now, there is just a little more work to be done. I was relieved that the carpet installation was completed in one day. After more than a month, I have started returning my household items back to their respective places. This experience is ending on a much better note than it started and I thank the Luna manager for her time and attention in turning this matter around for me.
I am hopeful there will be a happy ending. Stay tuned. Thank you.

I don’t like it when companies don’t meet their timelines. But I like it even less when their is no respect for my time. If there were respect for my time a phone call would’ve been made prior to not meeting the estimated time.
There is a fee annotated for me on your contract if I’m a no show. What are your penalties Luna? Well I’ve rescheduled the installation since you don’t have the respect for my time. On the next go I’ll just go about my day and if you guys show up feel free to wait for me as I was gracious enough to wait for your no show time.

Stay away — this company has no customer service and is dishonest as well. After being assured that my installation would happen today — just got a call, after taking the day off from work, that there is another «delay» and that the installation won’t happen until next Tuesday. No explanation just a mysterious «manufacturer delay» — I am canceling this order!

The carpet looks good and the price was great, but the installers didn’t show up until 2pm. They didn’t tell me until that morning the time they’d be here and even then they said «11−4» which is pretty ridiculous. We had plans to see a movie at 8 and bought tickets. As of now it is 7:45 and they’re not done. So if you go with Luna don’t make any plans for the evening. I can’t imagine how late they’d be here if they arrived at 4. Our house is pretty small too.

I gave them one star because they had appointments available for the next day because it was convenient. I was not pleased with their in person customer service at all. The salesman arrived 50 minutes late and walked through my door as if he was 50 minutes early and cracking jokes. No apology at all. After he explained some of my flooring options I advised him that I need to discuss everything with my Husband. He immediately got an attitude, packed up his things and made a comment referencing how low the price were. I wish this business the best and strongly advise them to provide their employees with Customer Service training, it doesn’t seem as if it’s already in place. A consumer should never feel pressured into making an abrupt decision.

If I could give less than 1 star I would! TERRIBLE customer service. Luna held up my carpet install because THEY didn’t collect a DL# for the check before the installer arrived. When they couldn’t get the info they needed, they refused to continue. Even with a call to the corp office, all they would say is it was corp policy. THEY screwed up by not collecting the info needed beforehand and consequently holding up our schedule as a result. GO WITH ANOTHER COMPANY!!!

Luna beat all other companies hands down on price. The sales service is excellent. The installation crews are far from professionals. The carpeting is cut differently along the entire base. The quarter round is not flush. The lifetime warranty is nice, but it is a hassle. First they have to set up an inspection appointment. (3 – 5 days). Then they have to review the inspectors findings (3 – 5 days). Then they won’t call you back to tell you the findings you have to call them and set up an appointment for repair. Makes me leery about the rest of the lifetime warranty.

Made an apointment and they never showed. I called the customer service and they said the area rep isn’t picking up her phone.

I called Luna when I first bought my house a few years ago. I needed to replace the carpet through out the entire house. I originally scheduled my appointment online. The sales associate came out and quickly took measurements. I was looking at 30 year carpets. I was completely taken back by the cost of the actual carpets. He sat there adding a bunch of discounts for me and it was still extremely high. It was way more than what I was expecting. When he told me the price I essentially said I couldn’t afford that and I would just attempt to clean the horribly stained carpets (though they’d probably look horrible still). The salesperson then went back to his software to try and see how he could lower the price. He ended up getting the price pretty low, but he had to call for authorization of the cost of the carpet. He called and the company approved (he explained it was probably because it was the last day of their billing quarter and they wanted the numbers in).
In the end I get a 30 year carpet installed for a great cheap price. The installation was quick and they did a great job. I called around people I knew who got their carpet installed or used to work in construction and they all said I got an extremely good price on a carpet of that quality. When they installed it they gave me sample pieces of the foam padding so I could see the foam was much higher quality than the stuff that was currently installed.
It’s been about 4 years and the carpets are still good. I might have to call them back out at some point to restretch the carpet (it comes with a lifetime install guarantee), but that is only natural.

Writing this update as a follow to Luna’s response. The conduct of the sales guy was a little unsettling, sure, but I don’t really blame him for being disappointed or frustrated after I took up two hours of his time and didn’t buy. That’s human nature.
What it comes down to is that I’m not sure Luna and I were a fit. I was looking to get some laminate flooring in the lower middle range. Something that would look nice and last 10+ years, but not break the bank. It’s hard to know since Luna oddly does not display its products and prices online, but the salesman basically gave me the impression that Luna only sells premium and ultra premium flooring. The cheapest stuff in his case was 8 mm stuff with a 20 year warranty, and it went up from there. As I said, it was initially going to cost me 2K to laminate one room of my 650 sq. ft. condo, a third of which is tiled.
By comparison, I got Home Depot to sell me some 7 mm laminate for the entire place installed at about $ 2,200. HD was also very transparent about how much the flooring cost per square foot, what percentage of the cost was labor vs. materials, etc. Luna told me their measurements were a proprietary system so I’d just have to trust them on price per square foot.
That aside, if Luna only sells premium flooring, I have no problem with that. I just think it should be clear from the outset, because as a budget-​conscious consumer I wouldn’t have bothered getting a Luna estimate if I had known their business was in more expensive products.

My wife and I recently purchased a home and wanted to get the entire upstairs re-​carpeted. That consisted of a huge master bedroom, huge master walk-​in closest, 3 other rooms, hallway, and stairs. Luna was the second rep that came out to give us a quote. The sales rep showed up on-​time and answered all of our questions. He wasn’t pushy and we decided to go with Luna because we felt we got a better quality carpet for a lower price then the other guy. Also, the carpet had a life-​time warranty and Luna guaranties the installation for life. So if it gets loose, we can call them back.
The installation crew did an amazing job. None of the walls got damaged and the carpet was laid extremely tight and flat. The stairs looked awesome and we would definitely recommend Luna.

This review is for the initial consultation process. I signed up to get a quote for installing hardwood flooring. The salesperson showed up on time, which was great! He also took all the measurements, that came up about 100sq feet over what Home Depot had measured, but I was okay with that.
He then had us pick the wood samples we liked so that he could generate the quote for us.
We picked 3 from the samples and wanted to compare the price between the 3 of them.
He ran the numbers and told us the final price for all and said he would email us the quote later that day. We have been waiting for the details of the quote for over 2 weeks now and have yet to hear from him. In the meantime we have received 3 generic product cards in the mail, over 5 phone calls from marketing folks from Luna on how they can give us an even better deal than the quote we have received!
In short, we are being spammed by Luna, except hearing back from our salesperson with the quote info!
If this is our experience before we sign on the dotted line, I can only imagine what the experience will be during the install. Needless to say, we are still looking for a company that will install hardwood flooring for us!

So my husband and I, just purchased a home and have been here for a week literally. We decided to get some quotes on carpet since we wanted to rid of the look for the previous owner. Luna was our 1^st quote that we had appt for.
The sales guy was really friendly, laugh and giggles until we stated that we would like to get other quotes and he literally turned into another person. He was very snappy saying how he drove and hour to us, that he guarantees he has the lowest prices and how even if we decided to go with them later he would have to come back out here to do paper work and how inconvenient it was for him. I never studied marketing in school but I can guarantee this isnt the way to attract costumers! We should never feel like we are inconvenience you for a service we have to pay for.
He also stated that if he left without our business that day, the discount would no longer be valid. NOTE TO MANAGEMENT: Big red flag for me, anytime people are going to box you in to making a decision like that on the spot there’s a reason. If you truly have to best product or prices, what the big deal if we shop around and why kill the possibility of a future sale, future as in maybe even later in the week, Just because its not instantaneous. And what kind of company wouldnt honor a quote given just b/​c it was not agree that same day, thats dishonest b/​c if you can do it for X amount of dollars on Monday, you can do the same on Wednesday. Consumers arent as dumb as you think.
My husband and I were 100% considering Luna based on the product and info given but after seeing this guy do a 180% in the matter of minutes we are completely turned off. We are happy to see his true colors it probably saved us alot of wasted time and money. Since we were such an inconvenience we would be one anymore

Unreliable and unprofessional. The sales guy was all smiles when making the sale, but even when he came out twice to measure, the installation guys came up short for carpet. Installation was 8 hours late, making me miss two night classes for school, not to mention a full personal day at work. They called a week later at 6:30am on a Saturday to say the installers would be back at 7am, which is not what we discussed. Don’t waste your time or money.
Second star is for the installation guys who are obviously over worked and overbooked and the $ 200 refund received upon complaint.

Luna uses pushy salesman tactics to get you to BUY TODAY!
I was interested in Berber, but worried about the durability of it. I even asked the salesman if the loops were easy to get pulled up and he said it’d take a LOT of force for that to happen.
Well, of course, a year later, my carpet looks like hell because there’s loops pulled up all over the place.
Their warranty is a joke. It’s «lifetime», but they have a mile long list of reasons damage won’t be covered.
Also, I think I got some «upgraded» pad for «free». If that’s the upgraded pad, I’d hate to feel the regular pad. The floor is not cushy at all.
I should have stuck with my gut and said no that day and def said no to Berber carpet. That stuff is for rooms you never go in, like a formal dining room perhaps.