Luna Flooring Gallery

I called Luna last week. After a great visit with their sales rep I thought I would check the online reviews. I almost didn’t purchase due to so many negative reviews. Due to the fact they were $ 2,000 cheaper to carpet my upstairs and stairways I decided to take my chances. I had a great experience. Great carpet. Good communication about the install and the installers were great! Very happy with the salesman, carpet and installers and the price! I would buy from them again for sure!

Overall, we have been very, very dissatisfied with this entire process… and are currently engaged in the complaint process with the Better Business Bureau.
There have been unacceptable delays in service after payment has been rendered including but not limited to cancellations, missed appointments, rude personnel, unrealistic excuses, etc. They have wasted our time, money, and extremely limited patience. Your staff was uncooperative when requesting the assistance of a manager who is then unavailable and did not return several calls. They have taken our money and provided us with no acceptable service.
It began with the in-​home estimate… we had to reschedule 3 times– once the salesperson didn’t show up and didn’t call, and the second and third time they were to show up outside the scheduled window without so much as a phone call.
We have had six seperate install dates since November 27^th. Two seperate times the installers just didn’t show up. Other times installers were rude, discourteous, and didn’t cooperate when we asked for their supervisor or manager’s information.
Today, we were confronted with what we thought were very helpful installers… who informed us that the warehouse knowingly sent damaged carpet, and still insisted they try to proceed with the install… Needless to say, we did not accept the carpet, and they were unable to do the install.
Unbeknownst to us, these installers were photographing our basement floor and sending photos to their manager… who later informed us that they believed we had asbestos… which we do not. Our flooring was new in March of 2015– and no asbestos was used. If this was the case– why were the other installers, crews, and sales professionals perfectly fine with working in our home?
There is no excuse for this poor communication, terrible customer service, and overall lack of respect for the process. In addition, why would your installer not express this concern to the elder gentleman living int he vicinity of the install, and my wife– who happens to be 9 months pregnant.
If their concern was valid and true, then why not mention a potential threat to two individuals who would be affected by such a concern?
In any case, the timeline for asbestos is completely wrong for this building. The way the installers conducted themselves was entirely unprofessional– and the manager who called to notify us of the issue didn’t even make sure she spoke with me. I will be calling her tomorrow morning.
Yesterday, our vinyl install was done by a man named Byron, and overall, his affect was highly unprofessional. He showed up almost 2 hours early with no warning, and it’s a good thing my wife was home and was able to cancel her errands– as she would have missed him otherwise. The vinyl was cut on an angle and gives the appearance of poor workmanship. In addition, upon arrival he did not do the things on his installer’s worklist– but still attempted to make my wife sign off on his «completion checklist» (for instance, he did not review materials with her, he did not give a time estimate, etc…). Then, when she brought these discrepenciest to her attention, he waved his hand dismissively at her and insisted she should sign anyway. Finally, he argued with her about cleaning up after the job– and ended up leaving trash all over the floor– including debris from the job, and even trash from his lunch.
The way we have been treated is inexcusable. My wife is nine months pregnant, and my father-​in-​law is disabled. The entire reason we went with Luna was because we were assured beyond a doubt that the work would be completed the day after Thanksgiving. This sales representative made promises that were not kept. We have upheld our end of the contact– and have remitted the necessary payments.
The work completed to date, materials provided, and customer service have been wholly unsatisfactory.

I have been having a very frustrating experience with Luna. I spent over $ 20,000. on hardwood and carpet. The hardwood installation went really well. The carpet installation has been a nightmare. The first team of installers did an inferior job with the installation of all carpets. Unfortunately, due to a language barrier I was unable to communicate with the installation team. The installation department was closed when I tried to call at the time the problems were discovered. I called the next day and another team was sent out to «correct» the problems. One of the biggest problems were lines in the carpet. Both installation teams told me they would come out after a few weeks, I called again and was told to give it more time. I did. Another call was placed to request someone come look at the problem (the salesperson was no help through this entire process). The Installation Manager arrived at my house and proceeded to show me the «Certificate of Completion» that I signed. He told me that my signature confirmed that I was satisfied (Their «4 Star Warranty» is misleading!). I suggested that he look at the carpet and he confirmed that there were undesirable lines. He told me he would get back to me the next day. Well that did not happen. I then called the Installation Manager and my salesperson again. Eventually, a private rug cleaning company was sent to try to steam out the lines. I was informed by this company (hired by Luna) that the lines would not come out as they were either a defect in the carpet or «crush line» from improper storage. This project began in July and is still not completed. I have had no communication from Luna regarding when the carpet will be replaced. I definitely would not recommend this company.

Purchased hard wood floors from luna it was good but when it came to carpeting… it was totally opposite… the shedding was horrible… and guess what it is normal and purchasing carpet will have an additional impact on your «to do list» The terrible thing is… the sales person or anyone from Luna will NEVER tell you it will shed. Luna will literally miss this very important detail out. piss of advise customers… DO NOT BUY CARPET if you can afford even a laminate go for it… especially from LUNA … they will NOT fix the carpet issue … Luna will only tell you to buy a cheaper vacuum and keep on vacuuming the carpet.

If you go to Luna in Deerfield, IL please steer clear of Karen. She is not organized and never returns calls. It’s as if she doesn’t want your business.

I initially contacted Karen, regarding purchasing two room of carpet and was interested in their current promotion. She couldn’t have been more helpful. As I had to be in Deerfield today, I decided to stop by to see her. As it turned out, she was not in and Larry Melendez helped me with my selection. Wow! What a fabulous experience. Larry could not have been more helpful and imparted a lot of information, in my 30 minutes that I spent at the store. The level of customer service was exceptional! Larry could not have been nicer and with his knowledge of the business, I know that my selection was perfect for my needs. Larry is an outstanding reflection on Luna Flooring Company! I will definitely refer him to my friends.

Absolutely horrid experience. No customer service, no help, saleslady Karen did not even call me back after I waited and waited for a response from her. It was a small job that looks awful and my entire house was carpeted by Luna when it was built 10 years ago. 100% customer satisfaction? I think not, I wouldn’t sign the invoice as I was so unhappy. They just wanted to make their money and did not help in any way choosing the color (which I chose and was so wrong the first installer refused to install it was so bad). IT would have been so easy to get the proper color as it was in the warehouse. It was the right thing to do, the way a customer would return, and the way a customer expects to be treated. SO MUCH MONEY ON TV ADS AND SO LITTLE ACTUAL CARING ABOUT THE CUSTOMER. Never recommend Luna ever.

Larry Melendez was great to work with. Carpet selections were very good. Purchase and delivery scheduling couldn’t have been easier. Delivery happened sooner than expected. Primo, the installer, was exceptional — really good job.

Recently purchased carpet from Larry M. at the Luna located in Deerfield. He was a true pleasure to work with. Very professional and gave us the best deal — wehad been to two other places away and this was by far the best experience. Extremely knowledgeable individual who worked hard to accommodate our specific needs and keep us updated on the process. Highly recommended to work with these guys and especially Larry, 5 stars.

I had a 5 star experience with the Luna Flooring Gallery in Deerfield, Il. The sales staff and the installers were very pleasant and professional. The pricing was great too. I highly recommend Luna for your flooring needs!

Great place to shop for carpet. I went to the showroom and everyone was extremely helpful. They have a huge selection so you can see and feel all of your options (which I highly recommend). We worked mostly with Karen, but Larry also helped us a bit as well. Larry was extremely knowledgeable and very pleasant to work with. Karen went above and beyond in helping us make up our minds. They weren’t pushy, and they really helped us make the best decision for us. I highly recommend this place.

I recently had my basement redone, half hardwood half carpet, I am very pleased. The installers did a fabulous job, they showed on time and had great customer service. We were very pleased with this company and would absolutely use them again for any other flooring needs.

I have made several purchases from Luna, Larry M is my guy. I continue to use Luna for my rental properties because it is always a good price and top notch service. Keep up the good work!

DON’T WASTE YOUR TIME. I will make this review very personal because the salesman who LIED to me, now won’t return my husband’s phonecalls. LARRY MELENDEZ was the salesman. He was eager to beat another quote we got from a smaller retailer. He came SO close to the other quote, but guaranteed the carpet was in stock and could be installed immediately so we chose to go with him, rather than waiting 3 – 4 weeks for the other guy. He sent a guy to measure (who came a day later than promised), then called the following week and told me the «bad news» about it not being in stock. I got angry because of his verbal guarantee so I demanded he put it in writing and e-​mail it to me. NOTHING. My husband has called 3 times and left him messages. NOTHING. I have NEVER, EVER had to deal with such an awful salesman in my life, and shocked that no one else at the store could step in and help make the problem right.

Never thought this place would have such high quality carpet. We started at Lewis in Northfield, then to Olson in HP and then ended up at Luna. The same carpet was 40% less than Lewis and 25% less than Olson. We dealt with Larry. Ultra professional and efficient. Installation was amazing. Couldn’t be happier. Go Luna. You exceeded my expectations from the moment I walked in the door. Awesome.

I recently slammed Luna Flooring for what I called deceptive practices. I got a call ASAP from the company investigating my claim. Within 3 days they came out and made everything 100% correct. Good follow up. Everything is now great.