I had a terrible experience with LUNA at a consultation meeting this morning! That was my first experience with LUNA, and I have the feeling that may also be the last.
It was for a carpet installation for our new house which we will own officially in a week. Since we're technically not the owners of the house just yet, it took some effort on my part over the weekend to arrange for the meeting to happen at the new house with the LUNA salesman this morning.
I was slightly delayed on the way to the meeting (which I called and explained on the way there). When I arrived 15 min later than the appointed time, the LUNA representative - whom I've never met, was visibly upset. As an introduction to the meeting, the salesman (Steve, as he said was his name) literally demanded an answer as to whether I will be making a purchase today. When he also realized that my husband wasn't there, he assumed right away that I won't be able to make any decision without the present of my husband.
Right way, the salesman called the meeting off (!). Instead, he walked into the house, put his tapes around the rooms I was to install the carpets really quickly, and gave me a rough estimate of cost for carpet installation. The whole walk through took not more than 5 min! The most ridiculous part is, all along he mumbled and grumbled about how he "lost valuable time waiting" and how he will be late for his next customers.
What a meeting! I'm so shocked that LUNA hires someone with such an attitude to represent the company! It was beyond appalling. I will leave the judgment to the readers of this blog. Just thought everybody deserves to know the kind of people you might meet if you ever contact LUNA for a consultation!
I know this thread is super old but I will still reply anyway in hopes it helps someone else.
This week we had both Luna and Empire give us carpet quotes. The Luna representative was very rude to me and spoke almost exclusively to my fiancee. He would not show us the full warranty or answer our questions because he was too busy with his computer and lazer gadgets. He gave us a price for a decent carpet upstairs and a not so decent carpet in the basement. He then said if anyone beats it he will match it and give us 10% off because that was the Luna way. As we were giving him the deposit check figuring we would just price match if anything better came up, he bad mouthed every other company and boasted himself as the best due to his 83% sales rate.
When I spoke with the man from empire he was very nice and listened to our concerns. I did not tell him of our meeting with Luna, I simply told him we had a budget (which was the exact price quoted to us from Luna) He ended up giving us the exact same better carpet throughout the house for a cheaper price than Luna. When I called Luna to compare the deal (it took me 4 hours and 3 phone calls to reach someone who could deal with me) they gave me the run around trying to "negotiate" a lower deal for me, all of which were higher than 10% off the quoted price from Empire. After a while I got fed up and said I wanted to cancel my order and get my deposit back. At that point they offered me the 10% off, but it was too late I was tired of dealing with their games. Empire has been wonderful to us since then and I will use them for any service they can provide.
Yes, I used LUNA recently. Our experience with LUNA has been really bad. None of the customer representatives with LUNA are interested in serving the customers; all they are interested in is their commission. The Sales Representative who visited our house for free consultation talked us into placing the order for which he lied on the policies of the Company. He disappeared in thin air after he earned the order. We ran into more worse people than him from then. It took us six months to finally get our order in place with what we needed. And finally when the carpet was installed, they put inferior padding than what we placed the order for. We have been so extremely disappointed from the beginning to end. So please save yourself from all the pain and select a different carpet company for your carpet needs.
DO NOT DO IT! I was warned by my mother in law, who used Luna less than a year before we did, that we shouldn’t use them. But, we had three other estimates and they offered the best price. HOWEVER, I have now taken off FOUR days of work as a result of this hell of an installation process. They “burnt” the carpet when they seamed it so it has slowly browned all down the seam (about six to eight inches out). In order to fix it, they had to send an inspector who only works during the week and not in the evenings (2nd day off work); he is the one who diagnosed the problem; then, for “insurance purposes” they had to send a second inspector to confirm the first inspector’s diagnosis. Of course, this second inspector only works during the week and not in the evenings (3rd day off work). Also, it takes a good three to four weeks to get on either of their books. So here I am waiting at home having taken my 3rd day off work and I call Luna to find out what time he’ll be here only for them to try and tell me that I never scheduled an appointment. Excuse me? I NEVER scheduled the appointment? You mean your unprofessional and unreliable company DID NOT properly input my appointment because believe me, I wouldn’t have taken a day off of work for some imaginary appointment that I have been waiting four weeks for and that we went back and forth trying to find an available date that worked with my work schedule for. Then, in order to apologize, they tried to offer me $100 off my next purchase. That’s about when I lost my cool. You seriously think I’ll ever shop with Luna again (or that anyone I know will ever shop with Luna again or that I am not going to go to every single website to spread my horrible experience) let alone could use your pathetic $100 off coupon. So here I am waiting for the manger to call me back so I can schedule yet another appointment and take my 4th day off work; not to mention, there is going to be another day I have to take off when they come to replace the carpet they ruined. Here’s the kicker…the carpet looks great; it is exactly what I wanted; however, it is crap! We’ve had it barely under a year and it looks old and worn in and even with the upgraded pad, it’s not comfortable at all. Please do yourself a favor and cut out the Starbucks stops for a few months so you have the extra couple bucks to go with Empire. I wish I would have listened to my mother in law!!!