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 fromTom S
Date: 10/19/2022
1 starTom S
Date: 10/19/2022
This business is a scam. Dont waste your time dealing with Luna Flooring.Luna Flooring
Date: 10/19/2022
***, we're sorry that you feel this way. Please email us your questions and concerns to ******************************** so we can contact you back.Review fromHerbert H
Date: 10/13/2022
1 starHerbert H
Date: 10/13/2022
In August, ****** salesman came out measured & advised that they would do work in a very small bathroom. The flooring was not correctly installed & there is damage. The installers did not clean up the mess left behind & there is glue residue on the threshold as well as a long white scratch/groove in the floor they installed. They did not install the correct cove (contract clearly states light color but they put in dark brown)I called the salesman who referred me to home office who stated they would take care of installing correct cove & removing the glue residue & fix the loose threshold.In September, the installer returned & told me that **** was trying to make him pay for the cove even though he installed what they gave him. He also showed us that the new cove they gave him to replace the dark brown & it was the same color.He took pictures to send to the company showing that they gave him the same dark brown (incorrect) cove.He did not come back.On today, October 13, I got a phone call from Empire stating that the installers were on their way & would be here in 20 minutes (was not phoned/told in advance that another crew was coming).The installer stated that they would repair/fix the mistake for an additional $149. Keep in mind that I have already paid for a warranty in the original paid in fill no balance contract of $877.99.When I contacted the home office, I was told that there was a $149 balance & despite having a warranty, no repairs would be done until I paid the additional $149. I cannot understand how I have to pay for a repair to what was incorrectly done in the first place.Home office stated that I signed a contract & still owe $149 & they wiil not fix the incorrect install until **** is paid this additional $149.I need some resolution to this issue.Luna Flooring
Date: 10/14/2022
*******, we're sorry to hear this has happened. We've located your account and we'll contact you on Monday to discuss this issue.Review fromKaren B
Date: 09/19/2022
4 starsKaren B
Date: 09/19/2022
Thank you again Luna Flooring team. The sales representative was very courteous and knowledgeable about the products. The installation team did a wonderful job. They were timely, respectful & they suggested which way to lay the flooring which looks amazing. Looking forward to having more work done in the future.**********************Luna Flooring
Date: 09/21/2022
*****, were thrilled to hear that we made beautiful new floors easy for you! Thank you for your feedback. If you have any further questions, please don't hesitate to reach out!Review fromJoan P
Date: 09/13/2022
5 starsJoan P
Date: 09/13/2022
The sales rep ******************** the flooring, installers, **** and crew and the carpet installers went above and beyond and I would recommend **** to everyone. My house is now beautiful.Luna Flooring
Date: 09/14/2022
****, we appreciate your kind words and decision to do business with us. Our team strives to provide every one of our customers with the best experience possible. We do hope we can assist your family and friends in the near future.Review fromCarol K
Date: 09/02/2022
5 starsCarol K
Date: 09/02/2022
The quality and price of carpeting is outstanding...The time-frame was FAST, the salesman and installers were awesome!! Highly recommendLuna Flooring
Date: 09/07/2022
*****, we're happy to hear that we made beautiful new floors easy for you, and we hope you enjoy your floor for years to come.Review fromWilliam H
Date: 09/01/2022
1 starWilliam H
Date: 09/01/2022
Terrible experience with Empire Flooring (which is now the parent company of ****). I was first going to have the whole house done with vinyl plank flooring. The salesman came by, measured the rooms and gave me a quote. I thought everything was set up. On my installation day, the installation guys ripped up my current carpet and checked how level the ground was. Turned out he couldn't do it because the floor was too unlevel. I was never told this was a possibility.So anyhow, after a week of trying to talk to someone about my options, they sent a different salesman out. He said I could go with vinyl sheet flooring. I asked if we should put on chair protectors, he said no this is used in industrial settings and it'll be fine without. I also asked if it would dent at all under heavy furniture, such as beds or couches and he also said it won't be a problem at all. So I had it put in my kitchen and dining room. About 2 weeks after I had it installed, it started dimpling underneath my chairs (which weigh about ***** lbs each with no one in them). So I contacted empire and they said they would not come out and look at it, unless I paid them to. And they wouldn't credit me because it states in the contract, the chairs must have protectors on them. My chairs did except they were the plastic round ones, they were supposed to be the felt ones. I was not told this by the salesman and he did not mention that there was a difference in the warrantee aside from the fact that burn damage was not covered like it was in the vinyl plank flooring, but they didn't care what the salesman said.Doesn't sound like a good company practice to me.Luna Flooring
Date: 09/07/2022
*******, were sorry to hear that your product is not meeting your expectations. Well be contacting you tomorrow to address your concerns.Review fromAhmed S
Date: 08/27/2022
1 starAhmed S
Date: 08/27/2022
The sales representative was professional and informative. We selected the carpet we liked and agreed to the price and in return **** team will replace the carpet in the basement and in addition will remove the carpet from the hardwood stairs. The price was set to cover both jobs. **** uses a sub company called "Empire" to do the installation. The installation team came and acted surprised about removing the carpet from the stairs. After an hour of phone calls, they agreed to remove the carpet. They basically snatched the carpet of the stairs and left it with tons of staples and nails. They falsely stated they don't have the right tool to remove the staples/nails although one of them said "it is too much work to do"!!! They said someone else is coming to remove the *************** the next day. I have been calling and talking to sales department in **** and installation department in ************** for the whole week and no one has shown up and no one is solving the problem of having this horrible hazard inside my house. Everyone in the house is going up and down the stairs must be super careful to not step or touch any of the nails/staples. I tried to remove them but they are stubborn and requires special tools. You would expect a flooring company to know and ask their staff to carry with them. I went to ********** and bought a machine that I read it can help but the machine did not work. Now, I am in contact with several people trying to hire someone to come and remove the staples and nails. **** has no control over the installation company; they just send you their professional sales representatives to sign you up for the job, then they don't fix any problems and leave you to deal with another horrible installation company that do not return your calls or fix the mess they make in your house.Luna Flooring
Date: 08/31/2022
*****, we understand youre frustrated and are disappointed to hear that your installation experience didn't meet your expectations. 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. Thanks!Review fromWalter R
Date: 08/26/2022
1 starWalter R
Date: 08/26/2022
This is the worst company when it comes to warranty and any repairs. We purchased laminate floors and had them installed, after they tried to charge us double the cost. The workmanship was bad and when we filed a warranty claim, there tech came out and looked at the floors and kicked one seem back together and said it was fixed. The other issue was flooring bowing ** in the kitchen, they said it was due to moisture. I asked for proof and never got any.now I am just trying to get enough flooring to fix it myself and was told they don't sell the flooring. The only thing they offered was to send a tech out to look at it for a cost of 250Luna Flooring
Date: 08/29/2022
******, thank you for letting us know about the issues you're experiencing with your flooring. Well be in touch with you to start discussing possible solutions.Review fromCiera B
Date: 08/25/2022
1 starCiera B
Date: 08/25/2022
These people are awful. First, I was misled by the salesman's great pitch but lied about how much I would pay. He showed different material than what I currently have. I can go on. I have had my floors for less than a year and had 4 SERVICE subcontractors come out and fix my floors. I'm paying $8,000 for what? I should've done my research before agreeing to these floors. I would've never paid for these floors. Please don't do business with them. SCAM SCAM.Luna Flooring
Date: 08/26/2022
Ciera, were sorry to hear that your product is not meeting your expectations. Our customer service team is working on resolving this. We'll follow up with you soon.Review fromMuamer M.
Date: 08/17/2022
1 starMuamer M.
Date: 08/17/2022
Too bad there isn't ZERO star option available for business like ****. Sales person ***** was on time and made good pitch to sell us carpet. That was the end of good services. Sales person assured us that if we put deposit down, he could work on the price and if we decide to cancel at any time **** will reimburse our deposit no questions asked.Week later we found carpet we liked more and decided to go with that retailer. Called **** asking for the deposit back, and the answer was no. ******* from cancellation department said that **** does not give deposit back after certain grace ******* and that it does not matter what ****** sales people say to customers during the sale process. I requested to talk to his management ******* answer was that *** does not have manager that I can talk to. **** is scam and be aware of their sales scams. **** does not care about their customers and do NOT give them any money until you have the product installed. Now they are holding my deposit without providing any services. **** sales person does not answer my calls, I've talked to few different people and they were super rude and dismissive of my situation.**** is a SCAM buyers beware!!!Luna Flooring
Date: 08/17/2022
Muamer, we take your concerns seriously and sincerely apologize for your experience. We've located your order and will be in touch with you tomorrow.
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