Luna FurnitureReviews of lunafurn.com

Reply from Luna FurnitureDec 24, 2025

Hi Tim, We’re truly sorry for the frustration and inconvenience this situation caused, especially being told to expect delivery and then receiving an updated timeframe. We completely understand why you feel upset, and we want to clarify what happened as transparently as possible. As soon as your order was placed, it was submitted to the manufacturer/vendor immediately, and the vendor confirmed the order was received and in process. The 3-week timeframe we shared was based on the ETA provided to us by the vendor at that time, and that is the same ETA we communicated to you. Unfortunately, after the order was already in progress, the vendor revised the ETA to a later date due to inventory/production scheduling changes on their end. The moment we received the updated information, we reached out right away to keep you informed because we agree that delays should never be a surprise. Again, we sincerely apologize for the disappointment and the disruption this caused. We appreciate you sharing your experience, and we’d like the chance to resolve this in a fair and respectful way. Luna Furniture Support Team

Reply from Luna FurnitureOct 15, 2025

We sincerely apologize for the unacceptable experience you have had with your Ashley Top Tier sectional and the frustrating delay in resolving the damage. We understand your frustration, and we deeply regret that our customer service response has ceased via email, which is entirely unacceptable. We want to assure you that we have been diligently working to manage the steps necessary for a complete resolution. This process involves: Determining the exact issue and identifying the damaged components. Ordering the necessary replacement parts from the manufacturer. Coordinating the delivery of those parts. Scheduling an authorized third-party technician to properly replace the sectional mechanism. While we are working as quickly as possible on our end, we sincerely apologize that the reliance on third-party services has significantly extended this timeline. We recognize our shortcomings when coordinating these repairs and are using this experience to improve our processes for faster, more seamless resolution of such issues. Please know that your satisfaction is our priority. We ask for your continued patience as we push to get this final service completed. Please contact us directly and we will personally ensure your repair is finalized without further delay. We are committed to earning back your trust.

Reply from Luna FurnitureSep 7, 2025

Update from Luna Furniture Dear Mr. Cole, As promised in our earlier response, we are pleased to confirm that your Rexford Cherry Dining Set was received from the vendor on September 10th and successfully delivered to your home on September 11th. We are truly happy that you and your wife are now enjoying the dining set together. We sincerely thank you for your patience throughout this process and for giving us the opportunity to make things right. Your order was very meaningful, and it means a lot to us that we were able to deliver it on time as committed. For other customers reading this review: we take every experience seriously and continuously improve our communication and processes. We are proud that in this case, after our initial shortcomings, we kept our promise and delivered the product as scheduled. Mr. Cole, should you wish to share your updated experience now that the dining set is in your home, we would be honored. Hearing from you directly will help future customers see the full picture. Warm regards, Luna Furniture Dear Mr. Cole, First and foremost, please accept our deepest and most sincere apologies. We have read your review, and we are truly sorry for the frustration, anxiety, and unacceptable lack of communication you have experienced since placing your order for the Rexford Cherry Dining Set. There is no excuse for not responding to your calls and emails, and we understand why you are so upset. Reading about why this purchase is so special—the first dining table you've bought for your wife after 12 years—makes our failure to communicate with you even more regrettable. We are honored that you chose us for such a meaningful purchase for your family, and we feel terrible that we let you down. We immediately launched an internal investigation to understand why we failed to respond to you. We discovered that your attempts to contact us were made from a phone number different from the ones on your order. Due to the high volume of inquiries we manage, our system unfortunately did not connect your messages to your existing order file. This is absolutely our fault, not yours. You should be able to reach us from any contact point and receive excellent service. We are already reviewing our internal processes to ensure this kind of communication breakdown does not happen again. We are committed to improving. Regarding your order, we want to reassure you that everything is on track. As we communicated at the time of purchase, this beautiful dining set was a special backorder item from the manufacturer with an estimated 5-6 week lead time, which you graciously agreed to. We know that waiting is difficult, especially without clear communication from us. To give you a concrete update, we contacted the vendor again on your behalf. They have confirmed that they are scheduled to receive the shipment containing your dining set at their warehouse this coming Wednesday, September 10th. As soon as it arrives, we will arrange for it to be shipped to you without any delay. Your order is secure, and we are doing everything in our power to meet the original timeline we provided. We will personally monitor your order and will keep you proactively updated on its status—from the moment it leaves the vendor to the day it is scheduled for delivery to your home. We are a business that strives to do its best for every customer, and we are genuinely sorry that we failed to show you that. We are confident that once your beautiful dining set is delivered, you and your wife will love it for many years to come. We truly hope to have the opportunity to turn this negative experience around and have you join the ranks of our many happy customers. If you have any further questions, please do not hesitate to contact us. Using the contact information associated with your order will ensure the fastest possible response, but we are committed to assisting you no matter how you reach out. Warm regards, Luna Furniture

Reply from Luna FurnitureMar 6, 2025

Dear CJ Aref, we're sorry to hear about your experience, but we couldn’t find any order under your name in our system. At Luna Furniture, we always strive to provide excellent customer service, including responding to messages and providing delivery updates as soon as they are available. Our return and refund policies are clearly outlined to ensure fairness for all our customers. If you have any concerns regarding an order, please feel free to reach out to us at [email protected], and we’d be happy to assist you. We truly value our customers and appreciate the opportunity to make things right!