Reviews
This profile includes reviews for Luna Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.9/5 stars
Average of 72 Customer Reviews
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Review fromMeriam E
Date: 05/11/2024
1 starMeriam E
Date: 05/11/2024
We contacted **** online for a quote for wood flooring for our house , and **** sent *********************************** to give us a quote on March 13, 2024. .We were quoted for $6,500.00 for the family room which the small stairs going to the living room. The day of the installment, the installer could not do the stairs, as installing we were told that its against the city code to install the Engineered wood, so they installed a carpet, but I had to pay for it separately for $ ******. We were told by ******************** that the price for the hardwood stair case that was not completed will be adjusted from the original quote of $6.500.00. I have been calling customer service **************** to follow-up but until now , we haven't received any price adjustment or price quote for the refund. It took only a few mins for them to swipe my card and take my money in bank account, but its taking a long time for them to attend to price adjustment. Every time I call the customer service , they would open a ticket for my complaint but no follow-up was done, and it has been almost been three months. I am disappointed that **** has no integrity when it comes to keeping their words/contracts, and has to intention of making their customer happy .Luna Flooring
Date: 05/13/2024
******, we wish to make this right for you, all we need is your account information to get started on a solution for you. Please email *********************************** with your account info, and we will work on a solution for you as soon as possible.Review fromAKG G
Date: 05/06/2024
1 starAKG G
Date: 05/06/2024
I had my kitchen floor done by this company using contractors that cannot get this right. I had the Floating Click Lock flooring installed in 12/2020. And had to have them come back for pieces of the flooring that would move or wasnt secured and would lift up. Recently on the strip staples were coming through and I would snag my sock from the exposed staples coming through the strip. I called them back to have them fix the problem on 4/29/24 they sent out their contractors again and they stated they removed all the nails and glued it. And I paid because the warranty has expired. Today 5/6/24 the nail/staple snagged my sock again. Very dangerous and hazardous! I see lots of complaints on here about these contractors. Will not be using again!Luna Flooring
Date: 05/06/2024
*****, this makes us upset to hear youre having issues with your LVP. We want to address your concerns ASAP and will contact you in the next 24 hours to determine a resolution.Review fromPatricia
Date: 05/05/2024
1 starPatricia
Date: 05/05/2024
I paid thousands of dollars to purchase luxury vinyl flooring from **** 3 years ago. I noticed the planks were beginning to separate in the kitchen 2 years after installation. I called **** because I hurt my foot on the edge of one of the planks and without thinking, I thought I could bang it back in place. That didn't work. So, I called ****. **** sent a person out to inspect the floor. And because I damaged the flooring, **** refused to replace the plank free of charge. My cost would have been $250 for one plank. The one year warranty was up. Now I have several planks loose throughout my living space. There are visible seams of separation. There is a sliver of a plank in front of my fireplace that could be easily removed. The edges of the planks are beginning to curl and the planks are buckling and making cracklng noises as I walk across the floor. I called **** in April 2024. **** sent a Wood Flooring **************** to inspect the flooring on April 15, 2024. for which I had to pay. The company took pictures and reported back to ****. The inspectors, with hand gestures, said the flooring was buckling and crackling. **** called me on 4/17/24 with an estimate of $1000 and said the entire kitchen floor needed to be replaced. I refused to pay for any repairs. I told her the problem was the installation and/or material. I requested that she submit a claim to the warranty company. I asked for a copy of the email which I never received. She said it would take a week to get a response. I waited nearly 2 weeks and I finally called **** again on May 2, 2024, still no solution to the problem. **** waiting response from the warranty company which, by the way, no name was given. I need my floors fixed before I trip and fall or someone who is visiting me. I am very disappointed with **** products and customer service.Luna Flooring
Date: 05/06/2024
********, we're genuinely sorry for the inconvenience. We will investigate this matter and work on a solution for you. Your satisfaction is important to us. We've located your account, and we'll be in touch with you soon to address this.Review fromJulie V
Date: 04/23/2024
1 starJulie V
Date: 04/23/2024
I am very disappointed with ****. I had a in home estimate yesterday and signed a contract. I was told that I would get a cheaper price than the contract stated and that they would update the contract. They said I had to sign the contract with the higher price. I then called 2 hours later to cancel the contract. I have called 3 times and still no update. Then after calling I get a text from **** that my order is processed. I have not received anything in my email that my contract is canceled. I am very upset and disappointed with the poor business process and scamming process to get people to sign up for your carpet. I just want what is legally right for my contract to be canceled. I think your company has poor sales tactics and business ethics. I do not understand how you have a rating of A+ on the BBB. Does BBB allow companies to pay them to get a better rating??!Luna Flooring
Date: 04/23/2024
*****, thank you for bringing your concerns to our attention. This is not the experience we wish for our customers, and we sincerely apologize for your experience. Our records show that a refund has been processed. Please allow 5-7 business days for this to reflect on your account. Thank you!Review fromCaryn W
Date: 04/16/2024
5 starsCaryn W
Date: 04/16/2024
Everything was great about the process. We loved the salesman, the installers and the carpet.Luna Flooring
Date: 04/17/2024
*****, we aim to please, and when we do, it makes us smile. Your home is the most important project you could invest in. Thank you for trusting us, and we cannot wait for future collaborations.Review fromDara C
Date: 04/13/2024
1 starDara C
Date: 04/13/2024
I think this had many signs of being a scam. Calculations of an estimate were made in *******'s tablet but he would only let us take a screenshot and "couldn't send it by email" - saving trees etc. Rep had only a few samples to choose from.*****, after calling his boss, the quoted ***** dropped by almost half if we gave him a check for more than $1000.00 right then. This point was pushed repeatedly even after we said we weren't ready to make a decision.Very glad we didn't let ourselves be pushed into this. As seniors we tend to be trusting of people, not expecting what sounds like a bargain to be a scam.Luna Flooring
Date: 04/15/2024
***** we hate the idea of racking up bills for our clients, so instead, we offer an all-inclusive, customizable rate for you. We regret that your experience did not meet your expectations. Thank you for your feedback.Review fromDollie P
Date: 04/11/2024
1 starDollie P
Date: 04/11/2024
Save your safe and DO NOT USE **** or Empire. They fall under the same umbrella. I'm convicted I'm a victim of bait and switch. I was selected one product..but they tried to install another. When I later accepted another product at first it was not available but all of sudden it was. But the kicker was when I asked for a new contract they refused. Not to mention did not want to reimburse me my deposit. I would question product and customer service.. Buyer Beware!!!Luna Flooring
Date: 04/12/2024
******, this is definitely not the experience we'd want you or any of our customers to have, and we would like to fix this. We've located your account and will be in touch with you soon to rectify this.Review fromCorrin R
Date: 03/03/2024
1 starCorrin R
Date: 03/03/2024
We have purchased Luna flooring and have found defects in the flooring. A contractor was sent out 3 times trying to fix the spacing that kept reoccurring in our hallway. The 3rd contractor that came out could tell the floor was laid down completely wrong. He asked if we noticed anything else inconsistent and we said yes the floor boards make a snapping noise in certain areas. He said its because there broken and also noticed that parts of the flooring were glued. He then stated that the flooring should not have been glued and suggested with the company to have the flooring more inspected possibly replacing all the flooring. We have now since been trying to talk to someone for 2 weeks. The lady did call back once her name was ******. She said that the warranty is up and the only thing that they can do is fix the hallway. We stated since the flooring was put down wrong and the warranty is voided due to the glue that the contractors used. Their responsible for fixing what their contractors did wrong. Since then we have called and left several messages and no one has contacted us back. We are not even asking for money back just asking that they fix their wrong doing.Luna Flooring
Date: 03/04/2024
******, were so sorry to hear that your flooring concerns have not been addressed yet, and wed love to have the opportunity to fix this. Please email us at ******************************** with your account information and we will follow up with you soon. ,Review fromMoa A
Date: 01/25/2024
4 starsMoa A
Date: 01/25/2024
Shout out to ***** for the exceptional consultation service! He was very accommodating and answered the plethora of questions I had. He was very knowledgeable and honest. I appreciated getting to know him! Our installers also did a great job completing the project in about an hours time. We checked their work and the edges looked great. They were efficient, accommodating and honest. They also took the doors off for us so we can get those trimmed. We had extra carpet we dont know what to do with. The whole thing from booking the appointment to getting work done took 1.5 weeks. Now our office is super cozy! We really lucked out considering all the other reviews made me hesitant to move forward. We booked multiple consultation services (other one being Empire). **** just fit our pricing needs and we really just didnt want all inclusive pricing provided by Empire regardless of how cheap the furniture moving section was. Anyways, we really like our carpet and glad we lucked out on a good team!Luna Flooring
Date: 01/26/2024
Moa, we aim to please, and when we do, it makes us smile. Your home is the most important project you could invest in. Thank you for trusting us, and we cannot wait for future collaborations.Review fromSteve O
Date: 01/08/2024
1 starSteve O
Date: 01/08/2024
Its been less than two years and weve already had the flooring ripped out and done by a reputable company. **** from customer service from installers are terrible. They promised everything and produce nothing that they say garbage stay away.Luna Flooring
Date: 01/09/2024
*****, we always aim to deliver a great experience and are gutted when we dont meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to improve.
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