Luna Carpets Luna Flooring Customer Service; Payment; Installation; Sales Shaumberg, IL Nationwide

• I responded the first time  last Spring on this post with a highly negative commentary. To their credit, someone was actually on the ball and reported it to senior management. The National Sales Manager, Kevin Kornfirst, responded. He is terrific. On the ball, extremely customer focused and loves what he does. I can only say amazing things about him. He says that management is conducting new training program (at least in the Boston area) which is severely needed

• Original Facebook entry removed so likely this one won’t last long. I will post it to other sites where Luna cannot remove it. Our two experiences should be a business case study for how to not deliver quality service; not get sales and implementers on the same page; horrible stewardship of customer’s money and investment; and, failure in communication on all fronts.

• Here is our saga (two different times/3 different carpets)

• Three different reps first time—one had a horrific car accident; another was clueless, and the third didn’t show up for appointment as designated.

• Carpets had to be redone:  hallway had to be done twice -- pattern wasn't straight the first time and had bubbles. Stair pattern not aligned on steps. Still isn’t.

• Edges and doorways still look like hell: coming unwoven, holes, not finished correctly.

• Really confused service—no communication internally or with sales reps or with installers: no single point of contact -- multiple calls and emails necessary to get to anyone; absurd number of estimators had to visit just to get a quote.

• One forgot the sample books; booked appointment as done with nothing produced; another shows samples in 90 degree heat from the trunk! And totally disagreed and said negative things about his National Sales Director to my face!

• installers pretty sketchy—if you’re told you are replacing carpet after a flood, do you not come with ways to dry out before installation? Demand and took payment and then LEFT—without work or product!

• Payment methods bizarre and possibly illegal -- cashed check electronically without telling us it was to be an ECH transaction—we believe it to be illegal in Massachusetts to do so without advance notification.

• Samples of calls made:

• I did call you back.
• The voicemail said I had reached you.
• However, it put me into the directory choices of billing, orders, etc.
• A man who could only give me his name as Mario, no last names allowed (WHY?) told me he could not connect me to you directly to leave a VM (WHY?) and he would ask a customer rep to get back to me. REALLY?
• I am available now at your convenience but in fair warning, your "Voice of the Customer"--my marketing exec focus—is totally missing.

• Customers are my 1st priority to making sure they are happy—Kevin Konfirst. Where we want you to LOVE your floors. 

REALLY????

• I wrote down 5/20 but no time. I am not willing to give up yet another day.

• I leave early tomorrow for my son's graduation.

My cleaning lady is coming in while I'm gone so she will get the mess your installers left behind.

She knows a carpet installer who will come and take a look at

installation to see if he can fix it simply.

• When I get back, it is all madness again with other son returning and first going abroad. I don't want to deal with this anymore. Luna has wreaked havoc in my life enough.

• The $300 off future orders was taken into account already

I will not feel comfortable selling you something with padding if your concerns are that you have a moisture problem. I can have a rep out any day next week.

—GUY CAME ON SAT. LATE AFTERNOON WHEN APPT. WAS FOR MONDAY 9 AM. No samples. Wrote into computer that sales call was complete. Next guy came and argued against gluing; said I had to have padding. Only had 3 samples of commercial carpet. Kevin responded that they don’t carry much commercial because customers all choose the same thing. REALLY???