LunaReviews 3

Extremely disappointd in Luna. They installed the wrong color carpet in our house. The sales rep Carla Kosak noted the wrong carpet color name on our contract and Luna is refusing to help us saying we should have double checked. Carla used a tablet to insert all the information and asked us to sign. She didn't ask us to review so we didn't. She didn't admit her mistake and is not returning any of our calls and not getting on a conference call with customer service either. Luna is asking us to pay for installation again and won't admit their sales rep made a mistake. I guess, at this point in time, I can just share my experience on different sites and file a complaint with BBB so others can be warned.

I have worked with Luna 3 times. This time, never again. Purchased carpet for hallway, stairs, and bedroom. The carpet installed was different in the hallway/stairs from the bedroom. Both carpet colors were off from the sample. The bedroom carpet quality was good and thick, but hallway/stairs was so thin that you could see the backing as you walked on it. The backing was also old and crunchy and felt that it can crack when pressure applied. I complained to the installers, but they told me it was a lighting issue to get out of my house. I followed up with the office for several months. Going back and forth on their claim that the carpet was the same as the sample. I finally complained to the BBB and after them trying to get me to pay for installation of new carpet, they finally went to manufacturer and said that manufacturer would honor warranty and replace at no charge. 4 months later, I looked at carpet from their salesman, on their website and on the empire website they referred me to. They keep telling me that my choices are special order. The carpet I bought was special order. I currently believe they are just stringing me along. I refuse to $2800. 00 for knockoff 5.00 carpet. I will continue to fight this wrong.
My recommendation if you do buy from them, get a picture of the sample you bought and examine it thoroughly before they install it. I do think they will do anything to put more money in their pockets including advertise mohawk carpet and install a knockoff.