I scheduled Luna Carpet for carpet measurements on April 28 and was planning to have them do the installation. They had this low price guarantee. A Luna Carpet salesman named Scott came and gave me a quote which I thought was high. He then asked me to put a deposit. I told him the quote was higher than I expected and I wanted to see what other places would quote me. I asked if the deposit is fully refundable. He tells me "Yes, you will get a full refund if you decide to cancel, but let us (Luna) try to match any quotes before you cancel". He then hands me a "Low Price Guarantee" flyer. Since he told me that my deposit would be refunded if I decided to cancel, I gave him my credit card to charge the deposit. A week later I got a quote from another company which was $700 less than Luna Carpet. When I called Luna Carpet to cancel my order, a project manager is now telling me that they cannot refund me the deposit because I had 3 days to cancel for a full refund which has now passed. He would not help me at all and kept saying "It is the law. Illinois Law allows you 3 days to cancel for a full refund". Scott, the salesman, never told me that I had to cancel within 3 days to get a refund and there is no mention that I had to cancel within 3 days for a ful refund on the sales order form. If I had known this, I would have never put a deposit. Luna, you guys didn't do anything and now you want to keep my money. This is basically robbery. There wasn't even an installation date set. This is a rotten practice and shame on you Luna Carpet. I thought Luna Carpet was a good company but not anymore. I live in a high rise condo building with over 200 units and I will tell the condo association to take Luna Carpet out of their list of recommnded carpet installers. Until they resolve this issue, I will tell everyone and my neighbors about this unfortunate situtation. This is just horrible customer service. I run a small service company and I would never lie and treat my customers like this. Hopefully this report will help prevent Luna Carpet from doing this to another customer.
T
Chicago, Illinois
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