LunaReviews 31

Did not show up for their scheduled appointment even though they had confirmed the appointment. Waste of my time. Unprofessional. Luna and Empire are the same company and they are both horrible.

Unfortunately we called Luna thinking we could get a good deal, that was not the case! These people are nothing but scammers, liars, and thieves. First of all what contractor takes all of their money in full before the job is even started? That's where the first problem started, then not one but two workers don't speak English. We were promised by Kelmah our salesperson, who needs to be retrained, seriously retrained because she knows nothing about the product. She told us the installers would move our very expensive treadmill, our television, and our furniture with the exception of small tables which we moved ourselves. She also told us that they would clean up after themselves, they did not! They forgot to put carpet in one of our closets! How do not complete a job and not come right back to finish it after you have been paid in full? These people are crooked to the core! The BBB does nothing. We are going to sue and then go to the Attorney General's Office these people need to be shut down. They are thieves! They are rude, obstinate and refuse to let you speak to supervisor's...what are they hiding? As of today their stock was worth $0! What does that tell you? Stay away from Luna/Empire! They suck!

After the sales rep lied to me Luna "corporate" refused to do anything to make it right. Unbelievably bad customer service. Would never recommend them or use them again.

I initially scheduled a consultation noting that I only wanted ceramic tile for my kitchen. The appointment was scheduled but the day of I was told "Luna doesn't install ceramic tile but their LVT is a much more durable option". Since no contractors were available in my timeframe I gave Luna a chance and boy was I disappointed. The floor looked great but we could hear clicking each time we stepped on the seams, but we assumed that was normal. I noticed after they left that the installers damaged my pantry floor, which I had no intention of replacing, basically forcing me to have them return to replace it at a so-called discount, then after a year nails started popping out from the transition. They fixed that no problem but then after two years the tiles that were clicking started cracking at the corners. In addition a strip on the side of two tiles just peeled away while I was mopping. I checked the 2-year warranty and contacted the manager who said we actually were out of warranty and they could come by to assess but that assessment would cost $150, then I would receive a quote on top of that. I decided not to waste another dime on Luna and am in the process of getting ceramic tile instead. Complete waste of time and money! I will never use Luna or Empire again. One star is generous…if I could give zero I would!

SCAM ARTISTS! If there was an option to give zero or negative stars I would. I had a salesperson come into my home and tell me that the floors I purchased were waterproof and not water resistant. And that I had a lifetime warranty for all dings and scratches. It turns out none of that was accurate. There were scratches and dents in some of the boards after installation and they were going to charge me to fix it. This was a week after putting them in I found it.

The fact that they lied to my face and sold me on a product and warranty they knew they did not have is illegal and wrong. What is even worse is that they refused to acknowledge it and make it right.

This company is running a scam and will lie to get you to purchase. And when you ask for documentation they say they will send it to you after completion. Never happened and that is because nothing of what they said was accurate. How is this allowed?

I had paid for the best padding. They cheated me with giving their lowest grade padding. The carpet has buckles and they won't come out to fix it.

To say that I'm disappointed with everything that had to do with my experience with Luna, is an understatement.
First, they put on a very nice dog and pony show, showing you all of their nice carpet. Unless you go with the highest end carpet, well, good luck. We went with a 'middle of the road' carpet. The sample looked nice. The color was supposed to be a medium grey. It is way more of a beige-ish grey. However, if that was the only issue, we could deal with it.
The representative offered us 500 dollars off if we made the deal. And the papers we signed, reflected that. The bills started coming, not only showing the 500 off, but 1000 more. We called the rep over and over, and she told us she would take care of it. She didn't. She already made her commission, and was done with us. We fought it with the credit card company. They reversed the charges, as we provided proof. But then Luna just billed us again, with more and more charges.
After 6 months, the carpet is total crap. Ends frayed, seams coming up. The carpet only looks somewhat decent after it is freshly vacuumed. After 5 minutes of walking on it, it looks like 30 year old, matted garbage. The padding is SUPER thin, even with the upgraded padding. This company will go to every end to make a buck, and provide terrible service, installation, carpet, and overall value.
Now, they've magically doubled what we say we owe, and put our account into collections
Luna is overall, terrible, terrible, terrible. Do not EVER use them!

Luna has the worse installers I have ever experienced. Our 15 year carpet looks better than the rooms we had done by Luna after only a few years. There are so many wrinkles it is embarrassing. When friends ask if we have recommendations for carpeting, we tell them anyone except Luna. They rush the install and do not stretch the carpeting. They use knee kicks, but do not stretch the overall room. Avoid Luna!

Worst company. Worst customer service. Very
Irresponsible. There started work at my house and used
Staple in my heated flooring and punctured the hot water
Pipes under the plywood, which caused leaks in the
Basement ceiling. They back out saying its pre existing
Condition. What a lame excuse... my house did not leak
Before they started the work. They took full payment
Before starting the work. They returned our money 3
Weeks after they backed out. We choosed luna only
Because they are reputed company and they would finish
The job quickly with a warranty. I would never. Never ever
Recommend this company to anyone after how they
Treated us. Now still after more than a month without
Flooring and hot water.

Sales person totally took advantage of our young, naive selves. My husband and I just bought our first condo with a lot of blood, swear and tears. Unfortunately due to the closing date and the date we needed to be out of our old apartment by, we didn't have time to shop around. Sales guy came and quoted us $12,000 for carpet on 800 sq ft. Yes. TWELVE THOUSAND. Not really thinking about it, we agreed. After speaking to my parents who have owned two homes and have completely flipped them, we realized we had been completely bamboozled. Called the guy that same night to cancel the order and they were able to drop it to $6,000 without much hassling. You're telling me you're willing to drop $6,000 just like that? We were also supposed to get 12 month interest free financing. We just got the bill and of course, there's interest charged on it. Will NEVER use this company again. This company is the SCUM of carpet companies.

I contracted with Luna Flooring to install hardwood in my living room and dining room. I already had hardwood in the rest of my home so I needed Luna to ensure they matched the existing hardwood. Luna Flooring is supposed to be experts in Flooring, so when I asked about the difference in the wood, they told me my existing hardwood had been exposed to the sun, so the color was different from the new hardwood. They assured me the hardwood was the same. Well, they lied. They installed red oak hardwood and my existing hardwood was white oak. Luna Flooring management refuses to take responsibility for their mistake and flat out lie. So, now I am stuck with paying to have the hardwood replaced by a reputable and ligitament flooring company. If you need any type of flooring, even if it's for your dog's kennel or doghouse... DO NOT call Luna Flooring or Empire Flooring because they are not reputable companies and if they screw up, they will NOT take ownership of their mistake! RUN... don't walk away from Luna Flooring!

I cant give the a zero :( today I suposed to have my carpet instaled after waiting for A WEEK THEY HAD A 10 hour window from 8:00 am to 6:00 pm I called several times because nobody contacted me I received an automated call at 11:00 am saying they have the material and have another instalation before and then mine nobody called me the did NOT SGOW UP OR CALLED
What kind of company is this
Stay away from them, better Home Depot same quality better price and service

From the sales rep to customer service to installers, horrible experience. Installers could not speak English. Customer service manager was pleasant but full of crap, kept sending me to other departments. Please do not buy from Luna..

They canceled right after I had called, and in the voice-mail they said calll to reschedule, but they always hang up. That is if you can even get them on the line. And they are very rude.

Install was Saturday. The crew was here from 9:30a till 10p. They ran out of flooring. Said they would come back on Tuesday to finish up. After complaining on Tuesday, we got a call that they could schedule us a week later. I told them it wasn't acceptable. We have a hole in the bathroom floor where a vent was The installers taped over it and told me to be careful. I wasn't getting anywhere with the woman trying to reschedule us, so I asked to speak with someone who could solve the problem. I was told the job coordinator would call us that afternoon. No call! Called the sales rep numerous times with no results. They took my $8,000 up front but couldn't care less about finishing the job in a timely manner. If you want to be treated like this, by all means
Call Luna, I bet there's some shady people ready to take your money.

I am 45 and this the first time I have written a review. I have had bad experiences in the past, but I am a person that just moves on quickly. The Luna sales rep left my home yelling obscenities, as he stood-up in anger he flipped the chair back on the floor and knocking down a 2.4-foot vase onto the floor, yelling the whole-time walking to his car, forgetting the sample flooring he brought with him. I will tell you what it was about. The week before I invited 5 flooring contractors and the lowest was 20% lower than Luna and Luna call back and said they would match it. Sales Rep Rob Parker came with a contract that had the original cost of 20% more. I said that is not issue but I will not sign the incorrect contract. He insisted that I sign this one and he would do a change order after I pay. I said no, he became angry, and I said again just send me a correct contract by email and I will call for the payment. He said that is not how business is done, I said I wanted to go with the other contractor and at that point he went ballistic.

Please DONT buy Luna Flooring! They sent out two inspectors and they refused to return my calls or emails. I have reported them with a Attorney General Consumer Division. They do not want to fulfill their warranty! I paid cash for my floor and I have had warp (in less than a year). They refused to even give me a copy of the inspection reports and now at this point they refuse to even answer any emails or calls! The floor started lifting after one year of purchase! Turns out they put floor over a floor that had water damage. My husband found a picture (we never noticed until after job because my husband took pics like he does of all our projects for a before and after shoot) sure enough, their is water damage! Why didn't they tell us?! Please trust the other reviews where they tell you that they are extremely unfair and definitely will be sued at one point.