Luna Flooring Gallery

Update: After the 5^th day of missing work, they sent another installer to gix the horrible job that was done just for him to tell me it will take at least 5 hours to fix and couldn’t do anything since they sent him at 5pm. No one is calling me back to reschedule. Looks like now I’m going to be out 6 days of pay for this bullshit and a week after I was promised my floors would be done I still can’t use my main floor in my house. This is by far the worst company I have ever dealt with. I will be letting everyone know not to use them

Do not buy from Luna. Worst experience trying to purchase something. I would give it 0 stars if I could!
First, if a Rick H. walks into your house ask him to leave because he is a liar and will double the price of what it should be. He seems nice, but he’s a good salesman. You’ve been warned!
Second, when we called to cancel the order because we receive 2 more quotes for HALF the price and the same quality product. We received a call from a manager who magically lowered the price $ 4000. One phone call and it drastically dropped in price. So we decided to use them because they could keep the same installation dates. And it was closer inline with our other quotes.
Third, day of install comes and they were supposed to be there at 8. At 8:45 we received a call that they would be there between 9 – 11. At 10:15 we received a call that the truck was in an accident and all our flooring was damaged. And we need to reschedule. After we cleared the rooms, found a sitter for our pets, and took a day off work I was NOT going to deal with them anymore. Had they not tried to scam us in he beginning I would be understanding but this was ridiculous.
We cancelled the order and were told we’d receive our full deposit. Which was LARGER than the entire total of the 2^nd reduced priced order. Two weeks later we received our refund check and it’s over $ 2000 short!!! Called customer service and they couldn’t tell me why and I could leave a message for a manager and they would get back to me in 24 hours. Still haven’t talked to anyone. Already filed a BBB complaint.
I have never dealt with a more unprofessional company. They are thieves. From the reps to accounting. DO NOT BUY FROM LUNA!

This App needs an update with 0 Stars indeed. Luna deserves all 0 of them.
Our initial «50% off» quote seemed high at over 10k!!! for three small upstairs bedrooms and a hallway for a small town home. Believe me, it’s no mansion. Looking back now, we should have NEVER put the money down but the sales man made It seem this was a good competitive deal and if we weren’t satisfied we could get our money back quickly. «5−7 days». After sleeping on it we realized the bamboozlement that was attempted and quickly called to cancel. The request was put in or so we thought. Couple days later we get a call from a supervisor, mind you having already cancelled, and he proceeds to say that «Luna must really like us» and offered the price at 4800 odd dollars. Can you believe that!!? Wasn’t that supposed to be the original price offered? Anyway, needless to say who wants to do business with that kind of operation. Now 12 – 13 days later and no refund. Hmmm, a quick (angry) call reveals that apparently the refund wasn’t put fully through because they were waiting on a reply on the shady «back alley» offer. The refund was never put through originally??! WTF?!? So now we wait again for another 5 days. I hope this doesn’t get ugly. Run while you can.

Bravo, Luna! We ordered new laminate flooring and carpeting last Fall. I didn’t notice some issues with the installation at the time and signed off on it. 6 MONTHS LATER, I contacted them to see if they could fix these issues and they did — at no cost! I was expecting them to say something like, «You signed the inspection form. Why did you wait so long?» etc. But, I was treated kindly and respectfully and am now 100% happy with my product.

IF I COULD GIVE THEM ZERO STARS I WOULD!
A very long and frustrating story cut short: A month later and we still do not have flooring.
Maybe we’ll get it installed before Labor Day?
I really doubt it considering we can’t get anyone on the phone.

update: You still suck Luna. I’ve been waiting two weeks for my deposit to be returned. Everyone keeps promising me it will be taken care of immediately. Stop blowing smoke up my ass. When I call to politely inquire about it, they hung up on me three times. My emails go unanswered. What game are you playing here?

Now that my new floors have been installed, I’d like to offer a very favorable review. My first priority after purchasing a new condo was to replace the worn, ugly carpeting with new bamboo or laminate flooring. A fellow resident in my new building had casually mentioned having used Luna for a similar project, which prompted me to pay a visit to the Addison gallery. I was assisted by the store manager, Vic, who was very friendly and professional. I made my selection and we set up the measuring appointment, which was fulfilled on-​time and completed promptly. After agreeing on the price, the installation date was set — again, the installers were prompt, courteous, and were very good about communicating via cellphone their arrival times on workdays. They ran into a «hitch,» in that there are metal «baseboards» along the bottom of each wall — an atypical construction feature related to the concrete floors. Regular wood quarter-​round couldn’t be used, as nails wouldn’t penetrate the metal strip nor the concrete floor beneath the laminate. The installers were stumped, as was the store manager. After a couple of weeks of futile searching for the solution, the store owner himself got involved and after making numerous calls to other flooring experts, he found the answer — paintable rubber quarter-​round that could be glued to the metal baseboard strip. The installer came back and the job was finished in a matter of a few hours. The results are great! The product worked out well, the job was finished nicely, and all parties involved are happy with the outcome. I must say that I was duly impressed that the store owner personally expressed his concern over the delay and for my ultimate satisfaction with the end result. At the time, the delay was a bit frustrating, admittedly, but I realized that this was a problem that hadn’t previously been encountered and that a bit of patience on my part was in order. Thanks to both store manager Vic and to President/​store owner Rob Bush for their courtesy and persistence. I will gladly recommend Luna to anyone who asks about my beautiful floors.

I had a long term experience with Luna and I have to say that in the end they stuck by us and lived up to their promise. They replaced our 4-​year old carpet which I’m sure, due to no fault of Luna’s, was defective from the beginning due to the manufacturer. They allowed us to upgrade, though we paid the difference, which is fair. Before we had the replacement carpet installed, we bought vinyl plank flooring from the Addison Luna location (very good service and if you go to Addison Location, ask for Chuck) and they did an excellent job with installation. The carpet installers accidentally scratched the kitchen floor when they moved furniture into the kitchen during carpet installation. Luna came out quickly without hesitation to replace the planks that were scratched. I am very pleased now with all the flooring and we will soon be buying bedroom carpet from Luna in Addison, A special thank you to Kate Zilke, Senior Project Manager at Luna for working with me. I know I am a picky customer, but in the end I appreciate her patience and persistence in doing what was necessary to ensure that we were happy. My impression is that Luna is working very hard to improve their brand and customer service image in the Chicago market. I wouldn’t hesitate to give them my business in the future. By the way, Luna contacted me and tracked me down after an initial negative review that I wrote about them. They were obviously concerned and followed up with me to resolve this. I give them tremendous credit for pursuing and correcting the problems. I’m pretty sure from other reviews I have seen, they have also attempted to help others. No business has 100% perfect outcomes, but how they handle the unsatisfactory outcomes definitely will give you some insight into what they are truly all about.

Absolutely horrible customer service. First appointment was set for 9 – 11. Salesman called and said I will be there at 11:50 — 12:30. Um no you will not have my whole Afternoon, while I’m the one spending money. Let’s reschedule. OK next appointment that he confirmed was at 10:00 OK great. Called and said 10:50 — 11:30. Umm I said never mind looks like customer service is scary and I would prefer to spend my money with who will value it. Not everyone is redoing their entire house with flooring, so to lose a possible customer is sad. Obviously Luna continues to have a pattern with customer service and should reevaluate your hiring process. The sales professionals you chose to put in front of your business should be held accountable for proper customer service and to ensure a sale of your product. Obviously Luna has such a fantastic customer base that they can afford to lose potential new customers.

I agree with Ron’s comments in that the salesman was very professional and courteous. However, the installers provided me with a 4 hour window, essentially ruining my whole Saturday, and then called to inform me they would be 45 minutes late. When I called customer service (4 times) to get an approximate delivery time I was informed the installers would arrive within 30 – 45 minutes, but to no avail. Yes, the commercial is catchy in a can’t get that shitty song out of your head way, but the follow through and delivery is horrendous. 773−288-LUNATIC, if you order carpeting or flooring from this craploa business. Steer. Clear.

If I could give 0 stars, I would. Im sure their products are good and the quality is the same as everywhere else, but my experience with them ended after their salesperson came to give us an estimate. What a sleazy slimy salesperson. He did nothing but knock the competition the whole time! (EMPIRE) He even was wearing this watch given to him by EMPIRE as he said to somehow offer validity to his presentation and said he left there because of their poor work and cheap tactics. This dude was worse than a used car salesman. The icing on the cake was when he went outside TWO TIMES to «call his manager» to get me a better deal. LOL His estimate went from $ 12 000 to only $ 7500. Wow… and he kept trying to force me to give my payment without talking to my husband. Terrible experience. No integrity once so ever.

Salesman was great, until he left. Has not returned emails, calls, zero communication once he was gone from my house. Installers were 3 hours late and then didn’t have enough carpet to finish. Customer service offered apology but no resolution. Manager offered a discount but only if I sign a release that basically absolves them from any claims and precludes me from saying anything negative about Luna on line or otherwise. Meanwhile, my closets and my largest room have no carpeting. Nice.
Should have read reviews first… Update.
So I agree to sign the release upon completion of the job which I was assured would be done by 6:00pm Saturday ⁹⁄₁. At 5;57 the installer calls saying he just finished his previious job and was tired. Not that I would have waited any longer anyway. Waited at home the entire day for nothing. This has gone from bad to completely unbelievable!
Last email from the customer service manager at 3;00 said «I am confident in my installation team to complete this today.
I look forward to speaking to you on Tuesday» This should be interesting.