Luna Flooring

Luna has offered to replace the installed carpet on the stairs and vinyl flooring order at no charge as a courtesy.
 
We will also extend our “Luv your floor” guarantee to replace the laminate order for a nominal cost, with a comparable product. Should the customer choose an upgrade, the customer is responsible for the price difference for the material.

We have spoken with the customer and agreed on a discounted cost for replacement. The customer will be selecting a new style for the replacement on January 7, 2016. The replacement will be scheduled at the customer’s convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Steven [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled site inspection for October 2, 2017. We will review the inspection and take the next measures based on the results of the inspection findings. We appreciate the customer’s feedback and...

look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
0pt;">Service has been scheduled with the customer for October 31st and November 2nd. We have also processed a discount as discussed with the customer. 
  
We thank the customer for their feedback.

We appreciate the customer
contacting us regarding her concerns. We regret the delay in the installation,
and any inconvenience that occurred as a result. We have spoken with the
customer, and she has cancelled the order for the runner, and the refund has
been processed and mailed on November...

17, 2015. We appreciate the customer’s
feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for June 3, 2016 and June 4, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer have scheduled a sample viewing for 01/05/18.  We have agreed to provide a replacement carpet at a reduced cost to the customer. Once the customer has chosen a carpet we will discuss the next...

steps. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The details of the resolution were as follows: Customer will select new carpet and padding of her choice (not the same as currently installed). It will be installed at customers convenience.  Old carpet/padding will be removed  by installers/Luna  at no charge to the customer. Customer agreed to  above at a cost of $500.00.
Sincerely,
Lisa [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate the companies agreeing to return my funds. However, the company wishes to prohibit me from speaking on my experiences with this company and/or its affiliates etc. This is an infringement of my first amendment by asking me to sign an "agreement" which prohibits me from discussing my experience freely but in fear of repercussions. In addition, there is no set time frame (date) as to when my monies will be returned. The sixty-day reference in said agreement is too broad, however, I was given a specific date as to when the agreement must be returned to the company in order for me to get a full refund. I am willing to negotiate the terms  of the agreement to which would be amicable for all parties.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.
 
All services were completed on Wednesday July 27th. We apologize for any inconvenience.

Refund Check [redacted] dated October 3, 2016, is scheduled to be delivered today by [redacted]: Tracking no. [redacted].

We appreciate the customer
contacting us regarding her concerns. We have been attempting to contact the
customer via telephone and email to discuss her concerns with the flooring and
the necessary repairs, but we have not yet heard back from her. We look forward
to hearing back from the customer...

and amicably resolving this matter.

We appreciate the customer
contacting us regarding her concerns. We have spoken with the customer and
offered to complete the necessary repairs at no cost. The customer accepted
this offer, and the repairs will be scheduled at her convenience. We appreciate
the customer’s feedback and look...

forward to amicably resolving this matter.

I have experienced some of the worst customer service with Luna over the past week. I have called every day for 4 straight days trying to get one simple thing done; schedule an appointment for a service person to come and look at a damaged area of carpet that needs to be replaced. I have been given the run around by every person I spoke with and it has been extremely frustrating. It is not the responsibility of the customer to learn how to navigate the inner workings of your customer service department, that is your role. I tell you what is needed, you route me to the proper person. This sounds so simple and Luna is absolutely horrible at it. If you care at all about this complaint and actually improving your customer service, you will take the time to contact me and I look forward to reply.

The local office spoke with the customer and have scheduled repairs for November 3rd. We have also discounted the order for any inconvenience this may have caused.

The whole experience from beginning to end was good. I would definitely recommend Luna. This is the second time I've ordered carpet with them, and the second time I've been please.

Excellent service from start to finish including appointment setting, sales service, installation etc. The product is great. No complaints at all.

We were very pleased with our entire experience with Luna. The sales representative arrived on time;was very knowledgeable and personable; brought just the right variety of samples for us to look at. He followed up appropriately after his visit, after we placed our order, and then after the installation was complete, too. The installation was scheduled at our convenience. The installers took great care to protect our newly painted walls and baseboards, worked quickly and efficiently, and did a great job. We are very happy with the carpet, pad,and installation, with all of the personnel who helped us, and with the entire process. We got three bids, and Luna's was the best price, too!