Luna – Chicago, Il

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7/25/2019

Here’s my last e mail to Luna, which sums up our experience and explains why we determined to cancel our lavatory tile order…1: Not sufficient coloration selections. Only two possibilities and we weren’t thrilled with the only we made.2: 2 sales reps got here out because we did not devote after the first one. LUNA The first one instructed us some thing absolutely different than the second in phrases of what might be hooked up and how. The first sales rep stated we may want to only installation luxurious vinyl if we desired it to in shape the level of the adjoining wooden ground. The 2nd rep said that wasn’t proper and convinced us to go along with a porcelain tile.3: The 2nd rep gave us an preliminary quote of $1200.00, which we declined right away. After we declined, she stated they could do it for $803.00. That on the spot fee drop became a crimson flag but we considered that and as we hesitated, she stated “what if it could be installed the very next day”? While we weren’t definitely happy with the colour of the tile, we agreed considering it would be carried out the very subsequent day. We signed the settlement and she or he said Luna might call us in the morning among 6 and 8 AM to let us recognise when they could be arriving for the set up tomorrow. By 10 AM no person had referred to as so we called Luna and that they advised us that the set up become scheduled for the following Saturday, every week later than the sales rep had instructed us. We sense the rep used day after today set up to get us to signal the contract, which we felt turned into manipulative and misleading. However, we agreed for the set up to be done the following week. 4: Since we were not definitely happy with the color desire of the tile and we now had an additional week to take into account matters, we decided to go to a local flooring area. They had a lot more to pick from. We observed a color that we had been a lot happier with for the same price because the lower Luna quote. They allow us to take several huge samples domestic so we may want to really take our time to make sure what we appreciated great. They defined the entire deploy method and said they might have the tile ordered and established in only 2 weeks. Finally, an email from Luna providing to do the job for $554 was the last red flag. How can you cross from an initial quote of $1200, all the way down to $803, and now down to $554? Obviously, if we had agreed to the preliminary quote, it’d had been a big rip-off. If they might do the activity for $554, why was the primary quote $1200?

We will never do commercial enterprise with Luna or Empire as we feel they can not be trusted.

5/18/2021

I changed into excited to get our carpet established at our home and everything regarded to be heading in the right direction, till the day of our scheduled installation.  We have been advised that the installers could be calling us to tell us after they might arrive, however we in no way got a name.  By 11am, I called the enterprise to peer while a person would arrive, they said they could get a hold of them and call us returned, which they in no way did, however the installers arrived approximately 30 minutes later.

The installers started out working and my husband attempted to speak with them some times to make certain the sample of the carpet we selected become stepping into a selected path.  Each time he tried to speak with them no longer one person understood what he turned into pronouncing. We shortly realized surely nobody in the crew spoke english at all.  We’ve by no means had this difficulty before for any service as long as someone within the institution changed into in a position to talk a few damaged english to communicate, or at the least have a telephone variety we should name to have a person translate. This went on several instances throughout the day.

Our most important issue changed into that it become raining on and rancid all day.  A couple LUNA hours in my husband noticed they had been CUTTING OUR CARPET ON THE STREET!!!!!!  He had no concept how to ask them if what they were doing changed into everyday, as we couldn’t speak and failed to understand the system, however figured this was out of the everyday.  I had to leap off a LUNA piece name to without delay name the Luna customer support line, to which they informed me that turned into unacceptable.  I even forwarded them a photo to show what become LUNA occurring. They additionally informed me for the duration of the call that the installers spoke english, but it’s exciting that they by no means even tried and didn’t seem to apprehend our requests.

At one point in the day, my husband turned into seeking to speak with them about the installation on the stairs and someone else (now not a part of the group) had walked into our residence with none warning and desired to test up on the development.  Eventually my husband found out this character changed into the one he spoke to on the telephone in advance.  He chatted in brief after which left, however we felt very uncomfortable that he just “regarded’ in our home without any be aware, it all felt very extraordinary.

It became nearing 7pm on the give up of the installation and you could tell the group wanted to move home in order that they have been cutting corners on the very cease and failed to finish stapling the carpet on the corners of the lowest stairs, and also left a bunch of staples around. We have a 1 12 months antique and she places everything in her mouth, thank god we wiped clean up once they left.

I known as the customer support line to bitch approximately the carrier we acquired as no purchaser ought to ever need to be on this function.  I was informed they might installed a ticket and a manager might reach out.  I needed to observe up almost 2 weeks later as I STILL did not listen from each person.I got a telephone call a pair days after my follow up and they stated they could speak to their supervisor approximately the situation.

We nevertheless want to transform our basement and can in reality say I WOULD NEVER USE THEM AGAIN.  I will not suggest this organisation to any friends or own family in the future. I am VERY DISSAPPOINTED with their lack of empathy and severe loss of communication, I anticipated more.

This is one of the team contributors reducing our carpet ON THE STREET after it had just RAINED.

eleven/21/2020

Just don’t. That’s all I can say. Don’t. Cost me lots with damage to my outside door. Left layers of saw dirt all over my residence. Not even going to write down out all the info right here. Not really worth the time. They left the entirety in terrible shape & by no means made it proper.

I could say it depends on who they ship in your place but this is now not genuine due to the fact that shouldn’t count number. If you are incorrect as a organization, just make it proper. No excuses.

6/24/2021

Terrible experience with Luna. Salesman was pushy. It was WAY overpriced. i cancelled the order according to the contract. And I even have known as into customer support for confirmation of cancellation handiest to get hold of NO followup. I called in to test on it and they said “cancellation is pending” so its within the technique of being cancelled. They do now not have an immediate e mail or smartphone variety to attain anybody. Its been over a month and I nevertheless have no longer received my $2000 deposit refund. When I call, I am informed someone will call me back, which they don’t. Supposedly they have got a message into “control’ about my refund. Again without a direct communication alternatives and no duty on their end for my refund. This is TOO huge of a enterprise to run customer support like this.

9/5/2020

I determined a better price locally on a higher exceptional product.  (they promote their very own brand, so you will never locate the equal product somewhere else)…

I was told that consistent with country regulation I had three days enterprise days to cancel my order. I called inside forty hours and become informed that i had to speak to a “Cancellation Specialist” to cancel. Routed to a voicemail box.  Called back – no “cancellation experts” are running nowadays.

It seems that the “cancellation experts” are a rip-off to prevent you from cancelling within the deadline, so they are going to try and maintain my deposit.

Watch Out!

2/18/2021

So disillusioned in Luna Carpets!  Luna set up wall to wall carpet in my domestic within the early 2000 then did a few restore at the carpet after some creation become finished in 2011, but reputedly they don’t have any file of me in their system. I referred to as to have them come out again due to my puppy chewing a hole within the carpet and desiring a repair performed as I nonetheless have a piece of the carpet left. They might not assist me. They said they could not assist me if they could not find me in their gadget. Even even though I gave them a piece order variety proper from the work order from 2011.   When I stated, backside line that I desired a person to come out and attach my carpet and that I might pay for it, they told me if I wasn’t in the gadget, they couldn’t help me.  So satisfied that their gadget keeps customers in it and that Luna doesn’t seemingly need ‘new’ antique clients lower back. I’d by no means buy carpet from them once more!

eight/24/2020

Extremely steeply-priced!!! Even with their “70 % off sale” they came in with the highest quote. for less than 500 rectangular feet they wanted $2800 for the most inexpensive cloth. That’s over $five.50 a square foot. Empire Carpets came in with a less expensive quote and I at the start simplest scheduled them as a evaluation quote.

7/23/2020

AWFUL CUSTOMER SERVICEMade an appointment with a sales rep 2 weeks ago for a quote on laying vinyl floors in our kitchen and again room.  We have an choppy ground and had been concerned about how vinyl flooring can be laid on top.  After calling his supervisor/ manager the sales rep told us that the flooring might laid after the tile were reduce and eliminated.  All the flooring could emerge as being the equal top as earlier than.  

Day of Installation:  I even have paid $250 for our refrigerator, washing gadget and dryer, dishwasher and oven to be disconnected.  

I had received no contact from Luna about the set up.  I had to name them 3 instances to get the facts I required about the installation.

When the installer arrived he without delay saw advised me that his paintings order turned into for laying the vinyl over the top of the tile already in area. This is not what the salesperson and his supervisor had told us.  The installer informed me that the work order would not work for the flooring we’ve got.

The installer has decided that the ground tile needs to be removed, under floors set up after which a different tile put on over the top.

I don’t have any spoken to: Customer offerings associate, patron services supervisor and the set up manager.  All advised me they couldn’t help rectify the problem.  I am now watching for the sales supervisor to call me.

I don’t apprehend how Luna can sell floors that cannot be positioned into vicinity.  The contract for the paintings order literally can’t appear.   I actually have paid $850 up to now to Luna.  I owe them every other $850.  I have been instructed I will must pick new tiles and sort out a new contract.  I can even need to pay a plumber to reconnect all of our appliances and disconnect and reconnect once more.  The reality that I were waiting 45 minutes for the income supervisor to name me is awful- I became informed it’d be 10 minutes.

I haven’t any idea if this will price me even extra cash, time and inconvenience.  Luna quite without a doubt do no longer care about their clients.

eight/eight/2020

(Inhale, Exhale) I placed my order on 6/27/2020 I turned into having carpet & hardwood set up. The carpet men came in and not using a masks or shoe covers. That become the best real downfall outdoor of them now not cleansing up that exquisite once they were accomplished.. I actually have steep stairs and a stunning banister that I turned into instructed to get rid of because I wanted hardwood on the stairs with a runner. I decided I wasn’t going to get rid of it to see what the installers thought.  Luckily I did not due to the fact it might’ve price heaps of greenbacks & the installers said that became a horrible concept. I then needed to schedule an appointment for the hardwood flooring..the men got here the first time however the shade that me & the contractor picked have been a great deal darker that my different floors so the work could not be finished. I called & scheduled the next week, I were given a call email confirming my appointment all to have someone call on my appointment day to cancel. I rescheduled for the following Saturday..u guessed it after confirming the day earlier than that appointment turned into cancelled. Here we’re 6 weeks later, nonetheless no hardwood floors. I known as and requested to talk to a mgr to preserve for 13 minutes and be told the mgr is gone for the day at 10:30 am.. I asked that a Mgr name me lower back all to obtain a smartphone name from the individual that scheduled my appointment.. I was confirming as to why she became calling me again.. so either Luna has a staffing difficulty, they do not want to take the drive (because on of the installers referred to how some distance I lived from their warehouse) or (I won’t pass there). I’m trying to determine out why I’m the one you selected to cancel each week..is every body else waiting or simply the black female who lives the furthest..how do you decide who has to attend & maintain ready.. I might send a percent but as you know the process nonetheless IS’NT executed.

4/four/2019

I should supply installers a five. Skilled tradesman.  I am in actual property so I recognize whilst they’re pros.The TV deal is best if you use the grade of carpet and flooring they offer @$ninety nine. Unless you’re taking that grade all the way via you lose cut price. I were given. Veterans and Senior cut price. Ask….There are a lot of carpet colorings..wood floor selections.The income rep was on time. He introduced many alternatives. Find out what the $99 selections are 1st. I opted for higher pleasant carpet..pad..and vinyl wood flooring as I have pets.They take a deposit or you could finance. The income rep did not bear in mind to reserve orInclude plywood had to degree bedroom. I even made him cut that section of my floor so he may want to see the ground problem.Luna calls you round 7am to tell you about set up time but in no way provide a window. They just say installer will call you earlier than they come..approx. half-hour. I panicked and made them name installer to get ETA.

Back to carpet set up and missing plywood . Intallers informed me floors guys do this consisting of building up floors  but they’re no longer coming to do my wooden flooring until after carpet. That tells me income rep did not apprehend who does what. I turned into not going to forestall task..I had a big amt of carpet to put in and stairs and that they wished extra installers on a big task. They labored 10 hours and couldn’t end last set of stairs. They had to come again next day.  Lucky I turned into off. Sales rep overmeasured and I paid for carpet I did no longer want.  I told installers I wanted all more product..not to take with them. The installers worked like professionals in my older home but were pooped out. If you time table enough installers to  set up you end jobs faster=more income=more installs=better service. I paid $3000 up the front and observe that when you have a couple of  installs for distinct merchandise you will pay balance as they every display up.  You are constantly processing your credit card . Here I turned into reading off my c.c. info in front of set up. Sales individual knew I changed into off three days and stated. Cpt day 1..stairs day 2..flooring day three. But it did now not move that way. I will see how floors is going 4/five. The for set up become spot on..stairs stunning. My cpt and floors a worthwhile funding in my domestic. Stain unfastened..puppy. Resistant carpet..silver gray.  Like on foot on air with nice fine pad. Know your stuff..

We are now on day three. Luna calls 7:27am to mention deploy at the way..no more thanhours..At 2.5 hrs I name..they can not attain installer.

They region a ticket a good way to generate a call returned with. ETA.  At 10 am Monica calls to see how carpet set up went .No call again but with ETA for my wood flooring. Monika couldn’t help me with that.  At 12 midday I get a voice mail..How is your install going and has installer arrived.  I call again. Operators are fine. She locations me on preserve to call installer.She will percentage my court cases with Chicago rep who will call me. Call back from Tyesha(spelling)..corporate workplace 1:02 pm to say installer on the manner.  More to observe…I waited all day for installers. They despatched them with wrong vinyl plank coloration. They had no paintings ticket..did now not name..just arrived..Salesman did now not anticipate they might need to eliminate my vinyl baseboard and that they had loss of materials.  I got into it with Luna on the cellphone approximately this and instructed them to get  the installers out of my house and cancelled process. Diane says Oh wrong color is just a warehouse issue..Really? My break day shot..the opportunity to need to wait once more to reschedule..a hope and a prayer they will arrive  with right cloth? This become actually planned over 1 month ago. The agreement truely states warm grey plank and contact person Diane arguing with me like I did not recognize what Warm grey.  You lost me Luna as a client. No ground..no pay from me. I worry my coronary heart can go through anymore tension.Luna referred to as nowadays to apologize and eliminated my committment for plank floors I now have had finished through any other contractor.

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