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 fromMichelle D
Date: 06/01/2023
1 starMichelle D
Date: 06/01/2023
No stars. This place is a rip off. I got my flooring back in September of 2022. It took almost 4 months to have someone come out to evaluate my floor for buckling. To backtrack, ****/***** told me the floor was under warranty for water resistance, etc. Showed me what to clean the floor with and told me this material was duarble for anything. Fast forward, ***** came out took moisture readings, pics and stated "the job could have been done better, but I have seen worse." He assured me that I would be hearing from someone on when they would come out to reinstall. He did not find any fault but was professional in how he relayed the information. He told me that it would be reviewed and decided upon in a few weeks. I heard nothing so called and was told that he quit, and they needed to send someone else out. That took another month or so to get arranged. The person was to contact me around 10am but called 6:30am and told me that if I wanted to reschedule I could. Made me feel like they did not want to come out to my home. Very nasty, unporfessional, but I had already waited, so I agreed to them coming out. Two people showed up. No moisture reading and a quick determination was made that due to my husband cooking, it was humidity and I need an humidifier. Quad home, Half acre lot. Called today and was told that it was the swifter mop that caused it. **** is robbing people. They are saying anything to get you to purchase and then when there is an issue, the warranty is no good. The ***************** even asked the other guy if he should get the equipment that I observed ***** used and he said "For what." He did not want to be there and had made up his mind at 6:30am. Was it the humidity that you did not check or the swifter? Sounds fishy. DO NOT BUY ANY FLOORING FROM THIS COMPANY. There warranty is useless, and they should be sued for breach of warranty. Negligent. At least come in and be professional and act like you are going to honor your warranty. **** is not to be trusted.Luna Flooring
Date: 06/02/2023
Michelle, this makes us upset to hear you’re having issues with your flooring. We want to address your concerns quickly and will contact you soon to determine a resolution.Review fromMarcelino L
Date: 05/29/2023
1 starMarcelino L
Date: 05/29/2023
Buyer Beware!We were told the laminate flooring was water proof. Flat out lie! We accidentally spilled a little bit of water on the floor and cleaned it up. But the laminute started to bubble or raise up on some of the planks. When we called for service they said water spills are not covered. Please do not go to **** or empire for laminate flooring. They will lie and not back their materials.Luna Flooring
Date: 05/30/2023
Marcelino, we hate to hear that your flooring has exposed issues. We want to investigate this further to see how we can help. We've located your account, and we'll be in touch with you soon to discuss your options.Review fromNadine P
Date: 05/12/2023
5 starsNadine P
Date: 05/12/2023
Perfect transaction from start to finish. All around professional job from the first call through installation. I will be using **** again.Luna Flooring
Date: 05/15/2023
******, a happy and beautiful home is the best feeling in the world, and that is what we strive to deliver. Just remember that we are always at your service should you need anything at all!Review fromMarissa M
Date: 05/12/2023
1 starMarissa M
Date: 05/12/2023
I have reached out several times to customer service at **** and have gotten the runaround about the poor service we received for our install. The first day, our crew ran out of material, for three days following, they said they would be back and never showed, each day, I stayed home from my business to wait for **** to show up. I also had 2 bathrooms with no flooring during this time. They finally did show back up on day four, and still were missing materials to finish our flooring. A week later, a crew arrived to finish, without calling me at all to tell me theyd be out. Once finished, I realized that what they installed was not the correct color, but at that point, I didnt care. I would like to be contacted and reimbursed for my many inconveniences with ****. I have used **** in the past with no issues, and am disheartened at the horrible customer service I received this time.Luna Flooring
Date: 05/15/2023
*******, 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 fromRobert J
Date: 05/02/2023
1 starRobert J
Date: 05/02/2023
We had our whole house done and the floors came out great but our stairs are a different story. Our stairs pop and crack everytime we walk on them. Twice I've made an appointment for someone to come out and fix them and twice no one has shown up. No call. no email. Nothing. I don't understand how a company can do business this way. Don't do business with ****, once they have your money they no longer care.Luna Flooring
Date: 05/03/2023
******, were so sorry to hear that your flooring concerns have not been addressed yet, and wed love to have the opportunity to fix this. Weve located your order, and well be in touch with you as soon as possible to resolve this.Review fromSusan B
Date: 04/27/2023
5 starsSusan B
Date: 04/27/2023
Every aspect of the job **** did for me was flawless. Every person connected to the entire process was both professional and friendly. All my questions were answered, all my requests were honored, and I now have a beautiful LVP floor where previously there were 30-year-old cheap linoleum tiles. This was a small project, but I have larger ones planned for the future. I would call upon **** without hesitation to bid on my future home improvement projects.Luna Flooring
Date: 04/28/2023
*****, we've located your order and will be in touch with you soon to learn more.Review fromHeather F
Date: 04/24/2023
1 starHeather F
Date: 04/24/2023
Wish I could find a way to leave this review on the Luna flooring website...They left nails all over my yard and driveway causing me to get a flat tire. They would not reimburse me for the new tire even though it was their fault. They also did not secure the carpet down properly in two areas. I asked them to repair it, but they did nothing and closed my account without me knowing. I called back 3 weeks later to find that out and start the **************** again to get them to fix it.I went through their shop from home option from their website not a *************.Luna Flooring
Date: 04/28/2023
*******, this is not the experience that we wish for our customers. We've located your order and will be in touch with you soon.Review fromElisha J
Date: 04/19/2023
1 starElisha J
Date: 04/19/2023
I have several different issues and I would not recommend LUNA flooring install to ANYONE. 1. My floors were all installed going in one different direction except one bedroom was going in the other direction, I reached out and email pictures etc, NEVER heard back.2. I was informed when I made the purchase that the tiles had a lifetime warranty, which later I found out wasn't true.3. When cooperate representative called ME, SHE WAS VERY RUDE AND Unprofessional, I found some many holes in her story, it got to a point where we were yelling at each other. A MESS 4. I wasn't pleased with the work that was done overall and then your cooperate representative professionalism was the final straw. I'm so disappointment and I wish I would've taken my business elsewhere.Luna Flooring
Date: 04/21/2023
******, were so sorry to hear that your flooring concerns have not been addressed yet, and wed love to have the opportunity to fix this. Weve located your order, and well be in touch with you as soon as possible to resolve this.Review fromJohn M
Date: 03/15/2023
1 starJohn M
Date: 03/15/2023
Have taken three days off and wasted 2 saturdays for nobody to show up. Called and zero returned calls! My floor needed a repair and to be honest most of the floor is buckling 1 year after install. They were charging me **** dollars to fix the one board since they left 3 pieces of floor after the initial install and it was not enough to get to the one board I wanted to fix. The rest of the floor is pretty much trash. Quality of material we were told by salesmen is horrendous. Its not rated for a kitchen like we were told. **** will do nothing. 7k down the drain and another **** to fix one board that they cant even show up for. Thinking about calling a lawyer at this point.Luna Flooring
Date: 03/17/2023
****, we take your concerns seriously and regret to hear that youre unsatisfied. We understand that you are currently working with our customer service team to resolve your concerns. Please let us know if you still need assistance with anything else.Review fromJolita Y.
Date: 03/15/2023
1 starJolita Y.
Date: 03/15/2023
On 2/24/2023, Empire installed *** in my basement. They were supposed to use ProPatch Plus to patch/level the floor as required. Well, they used it in one small area only, and left the rest of the floor unleveled. So, when they laid the flooring, its not level in certain areas. Im not expecting Empire to level my entire floor, but per the contract, I am expecting them to use the ProPatch Plus where necessary to ensure the *** doesnt bend. We scheduled the Empire evaluator to come back on 3/2/2023 to evaluate the floors. He submitted his report the week of 3/10/2023, then my ticket was escalated to a supervisor, for which, I was told they had 24 hours to respond (ie, cob 3/14/2023). After not receiving a call, I called again in the evening of 3/14/2023, and spoke with another representative who once again escalated my ticket, which would take yet another 24 hours to get a response. I continue to wait. On 3/15/2023, still no call back. Today, I spoke with another supervisor who was not helpful at all, and told me I had to wait another 24 hours for the original person, who didnt call me back.to call me. I left that manager another voicemail today. Im extremely irritated and just want this issue resolved, so I can put my basement back together and move on with my life. I will never do business with Empire or any of the companies associated with Empire again. This has been a massively frustrating process, and at this point, I have no faith that Empire will resolve this issue. If someone can help, please advise. ThanksLuna Flooring
Date: 03/16/2023
******, this is not how we like to do business, and we deeply apologize for the lack of response on our end. You deserve immediate attention, and we hope we can turn this around for you. Weve located your account and will work closely with you to rectify this matter.
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