ComplaintsforLuna Furniture

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On the June 6, 2024 I made an On-line purchase with Luna Furniture out of Houston, Texas for the amount of $2,464.90 for dining Table and Chairs. My order confirmation number provided by Luna Furniture is #36173. Along with the order confirmation, it stated that I would receive an E-mail that states when our Order is ready. I never received this E-mail as of this date July 6, 2024. I have tried numerous times to contact this company via Telephone, text and have left voice mails. On Jun 10th, I received an Email from an individual named Emily, that stated, "the items I ordered are being processed and will be ready for deliver in 10 business days." It also states, "Once the items reaches the final terminal closest to our address, the carrier would contact me." To this date, NO carrier has contacted me. To this date, 2 July, 2024, I am still awaiting any contact from the delivery company and my furniture I have ordered. Hopefully by using this avenue (BBB) I can get resolution.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a leather couch and ottoman from luna furniture for 2400$ in March 11, 2024. It was suppose to be delivered in 7-8 weeks. It’s now June 24th 2024 and I have not received this item. I have call multiple times can barely get any information from anyone, have not been able to talk with a supervisor or manager. All I get is it should be there in a few weeks. Over and over again. I really just want the couch I paid for.

  Business response

  07/12/2024

  Thank you for bringing Ms. Laura ****** complaint to our attention. We appreciate the opportunity to address her concerns and provide a detailed response.
  
  Customer: Laura ****
  Order Number: #*****
  Upon review of Ms. ****’s order and communication history, we would like to provide the following timeline and actions taken:
  Order Placement: Ms. ****** order for a sectional and ottoman was placed on March 11, 2024, under Jacob ****** name, order number #*****.
  Estimated Delivery Time: On March 20, 2024, following a couple of communications, we informed Ms. **** that the estimated delivery time was 7 weeks, with an additional transit time of 1-2 weeks for interstate delivery.
  Status Update: On June 3, 2024, we notified Ms. **** that the ottoman was missing from the order and that it would take approximately 3 weeks for us to receive it.
  Shipment Information: The complete order, including the sectional and ottoman, was shipped out on June 27, 2024. The shipment details are as follows:
  Carrier: ABF Freight
  Tracking Number: *********
  Tracking Link: ABF Freight Tracking
  Proof of Delivery: Please see the attached proof of delivery for reference.
  We deeply regret any frustration caused by the delays and communication challenges. We strive to provide excellent customer service and are committed to improving our processes to better serve our customers.
  We hope this information clarifies the actions we have taken to address Ms. ****’s order. We are confident that the delivery has reached Ms. **** . We are also available for any further assistance or clarification she might need.
  Thank you for your understanding and for facilitating communication between us and Ms. ****.

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution while completing the order leaves me with a bad taste for this business. I do not recommend this business to anyone. They had poor customer service, were difficult to contact, and were unconcerned with my complaint and the fact that it took over three months to receive a product that cost thousands of dollars. 
  
  
  
   
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a Lindyn Chaise Sectional in White on April 22, 2024. My order was confirmed after reaching out multiple times to confirm that it was. We were initially told that the couch would be delivered around the end of May, but was never given any tracking information or a definitive date. We informed them that we were going to be moving on the 31st and wanted to ensure that we would have the couch by that date. Customer service ensured that it was going to be ready by the date and was en route to a warehouse in Ohio and would arrive to the warehouse. I contacted customer service again, and they informed us that the couch was going to be arriving May 28th to a warehouse in Maryland, that there is not a warehouse in Ohio, and would be delivered within 7-10 business days. It is now been a week passed the date and they have informed us again that the couch will be delivered in another 7-10 business days from today. I do not believe that there is a couch at all anymore and that this store is a scam

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ORDRED AN ELSHA IVORY BOUCLE DOUBLE CHAISE SECTIONAL FOR 1 899.00 AND ADDITONAL 37.90 FOR SHIPPING PROTECTION IN TOTAL I PAID 1.936.90 ORDER NUMBER *****. NOV 17, 2023, THE FIRST DELIVERY I GOT THE SECTIONAL WAS VERY BADLY TORN AND DAMANGE I DID NOT ACCEPT IT ....I GOT ANOTHER DELIVERY TODAY DEC 13 2023... THE SAME DELIVERY GUY AND THE SAME ISSUE! HE WAS UPSET FOR ME HE TOOK PHOTOS AS WELL AS I DID AND ONCE AGAIN THE SECTIONAL WAS TORN AND VERY BADLY DAMANGED WHY WOULD I ACCEPT THAT BADLY DAMANGE.ONCE AGAIN .... YET LUNA WILL REFUND ME MY MONEY INSTEAD THEY SAID I NEED TO TAKE IT AND LOOK FOR MORE DAMANGE AND MAKE A CLAM WHY? THAT MAKES NO SENSE AND ITS NOT RIGHT I PAID FOR A NEW SECTIONAL..... THE SECTIONAL DID NOT GET DELIVERED IN NEW CONDITION FOR A SECOND TIME.... ALL I WANT A REFUND THATS IT..... THEY ARE TELLING ME I SHOULD BE UNDERSTANDING WITH THEM AFTER NOT ONE TIME BUT TWICE SAME DELIVERY ISSUES. THEY ARE INSULTING TO ME AS A COUSTEMER WHY AM I AM BEGGING FOR MY MONEY BACK ON DAMANGE GOODS

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a dresser which was in stock online. I received an email stating the item wouldn’t be in stock for two months but I was already charged for the item. I asked to be refunded instead. They said I would be subject to a 3% fee. I want my money refunded.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  November 2022 I purchased an Ashley Bovarian Sectional online from Luna Furniture. Please see attached receipt (includes sectional, ottoman, in room delivery charge, extended warranty and sales tax). This was a housewarming gift from me to my son who was going thru a divorce and needed a new house set-up for him and his 2 children. Two months after he received it, he sent a picture of the cushions and asked me if they should be piling like they were. I sent a picture to Luna Furniture and complained about the quality so soon after it was purchased. They said they couldn’t refund and to send pictures (which I already did). My son lives close to an hour away from me so I don’t go to his house that often but went this past weekend and was appalled at the sofa’s appearance. My son admitted to me it had been in that bad of condition since he mentioned it in January, and it had progressively gotten worse, but didn’t want to say more to me about it for fear of hurting my feelings, since it was a gift. He works very hard but at this time, will not be able to afford new furniture. Luna Furniture on the phone first said they could send replacement cushions but it had been discontinued by the manufacturer. I told them I don’t want replacement cushions because with the poor quality of the fabric, we would be in the same situation in 2 months. Even if I can’t retrieve the total I paid, I feel I should be compensated for a large part of it so my son can purchase something for his family so as to not be embarrassed when he has company. Poorest customer service ever and I don’t want in-store credit because I want nothing else from a company that doesn’t stand behind its poor quality merchandise. I work hard for my money and deserve better, Please see attached pictures of the cushions mentioned. Thank you for your help in this matter and I look forward to seeing what can be accomplished. Also, I don’t want to think of others being scammed by this shady business.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company delivered the wrong color. I received an silver dresser that was in a destroyed shipping container. I refused to take delivery of the damaged goods. Company refuses to respond to email, phone calls, or text messages. Looking for full refund of $719....

  Customer response

  11/08/2022

  Better Business Bureau:
  
  This letter is to inform you that Luna Furniture has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/2/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  07/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April 2022 , I ordered a black velvet sectional from Luna furniture, I didn’t receive the furniture until July after I was given Several delivery dates when it finally arrived it seemed like everything was OK until you got Close up on it and It had a very strong odor The older smelled like vomit and was very nauseating I was upset naturally because I paid a lot of money and waited a long time I contacted the company and told them that I would like to have it picked up and refunded my money because I didn’t know what happened to the furniture and the older was so bad naturally I was very upset I was told that I cannot be refunded but that instead I should open my windows and allow it to be aired out I simply think that’s unacceptable and I do want a refund and I do think that I am entitled to a refund I have ordered several things online and this has never happened to me before I’m not sure of what happened to that sectional before it got delivered to me but it has a very strong smell and I wanted it out of my apartment because I feel it’s unsafe

  Business response

  08/01/2022

  We are sorry for the inconvenience our customer may have experienced. This is the first time we have received a complaint about this product ever. We are in contact with the manufacturer to examine the issue in depth. In the meantime, we are trying working with our  freight solutions partner to accommodate our customer's request. We'll send her the shipping label as soon as we receive it. 

  Thank you!

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17578789, and have determined that this proposed action would not resolve my complaint.  
  
  

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