"They charged my credit card immediately for $1K then lights didn’t ship for six weeks. I couldn’t get anyone at customer service to give me an update. When they finally shipped the lights they looked nothing like they did online. Now I can’t get in touch with ANY human whatsoever to process my refund. They are awful. "
"I returned an item (paid for postage myself) within the return time frame. The return was denied, stating that it was not returned within the correct time frame. They do not answer their customer service line. "
"Received damaged merchandise well after promised delivery date, ok happens. Tried to return but they won't answer phones due to covid and only chat support and multiple emails went unanswered. 5 hours of wait for chat day one only to be cut off, day 2 got support in 7 hours! Actually was friendly and issued a return label. Lamp returned and I received an email stating that a refund was issued to my credit card. I kept checking for the refund to post and nothing. A week later I go into the order to find that the return was cancelled. Now they have the lamp and my nearly $400. Back waiting on the chat line, been number 1 in queue with a 6 minute wait now for 45 minutes.
NEVER AGAIN! "
"I ordered three lights was immediately charged for three. I received one even though shipping indicated three were shipped. The information says if something is not in stock they will inform you. No email nothing! I dont think anyone is there to answer the phone on hold for 40 plus minutes. Emailed no response. I want the lights or my money back. This is fraud.
"
"I ordered a kitchen light fixture from this company and it arrived quickly and without damage. The light was too long for our kitchen and could not fit. I reached out to the company to return and get a refund. They gave me a rga number to put on the return label. I sent the light back as it arrived, everything back in place in the box. The company received it and stated I would receive a refund shortly. Well, that was over two weeks ago and still nothing.
I’ve sent two emails, called twice and put on hold for two hours with no response. They give you an call back option if you don’t want to wait, I did that and no one ever called back. I did a live chat twice, the first time I thought it was fixed. He told me he took care of the credit and would send me an email confirming it. No email and no refund. Tried the live chat again and they tell me only sales is working so I would have to call back. Funny right!
He then tells me he will start a ticket for me and someone will call me. Not holding my breath for that call. Please do not buy anything from this company, they don’t care about customer service. If you have to return something and want a refund you won’t get any help. "
"I received lighting that had broken glass. Over the past 3 weeks I have sent 4 emails requesting replacement glass. No reply or answers to my email. During that time I have called customer service 6 times and sat on hold 2-40 mins each time without anyone picking up.
Ironically if you want to "buy" something over the phone I was able to get someone on the line in less than 30 seconds. If you need customer service you will never be able to talk to anyone When I got a sales person the on line and explained that i was trying, without any response, to get replacement glass for my lights that arrived broken they kept telling me that they were sales only and couldnt help.
I then asked for them to take my name and number and give it to their boss so I could get a return call or email.
They told me that they are returning emails within 3 days. I said BS because i have sent 4 emails dating back over 2 weeks., She said my options were to be transferred to customer service or to email. She said there were 90 people on hold and 3 individuals answering calls. i again said, you picked up in 30 seconds so why cant you fix the problem.
Again, she said she only handled sales
DO NOT BUY from this company. IF YOU HAVE ANY CUSTOMER SERVICE ISSUE IT WILL NOT BE SOLVED. I PLAN ON GOING TO THE BBB"
"I am still waiting on somebody to respond to my email or phone calls . Now I am waiting on chat , and Fedex do not know where to take a package. I am going joe on BBB"
"I ordered a ceiling light on 5/30 and received an email that is was back ordered. A week later I received an email asking to respond as to whether I had received my order or not. As I hadn't I responded and asked for an update. I never heard back. After another week, I emailed to ask for an update and no one responded. I called today and apparently you can only get through by the chat, which I tried. I waited in the chat for 6 HOURS (!!!) today trying to get a hold of someone. Ultimately, I cancelled my order because I am wondering if this is even a legitimate company at this point. I have tried to email, call, and use the chat and no one has responded to any of these methods of communication. I expect a refund of my cancelled order within one week from today or I will call my credit card company to dispute it.
Beware.
"
"I live in Puerto Rico and always make sure a website will accept my address before I continue because shipping can be an issue...
ANYHOW...I made a purchase on lunawarehouse, received a confirmation email and they charged my credit card. The confirmation email stated that I would receive shipping confirmation in a few days.
After a few days I realized I had not gotten a shipping email so I went to the site to look up my order. When I looked up my order it said a cancellation was requested, I did not request it!
I reached out to them asking for a status update.... nothing.
I continued to check the order daily and nothing. I also was not receiving a refund.
I finally was able to get someone via chat who said nothing about my order, why it was cancelled or when I would get my refund.
The cancelled my order and never contacted me to let me know. When I complained the customer service person simply acted annoyed and was somewhat snarky. No fault or even inconvenience was acknowledged on their parts.
It also took them two weeks to refund my money.
Horrible company with horrible service!"
"Horrible company. Do not trust them at all. If you order something and you change your mind you are done for. You pay a stocking fee of AT LEAST $170. I tried to call and cancel the order before I received it however I still payed a fee. They had awful customer service and were not professional when speaking with a customer. They had no problem charging me for a package that I cancelled before it even arrived for my house. Not to mention that the reason for my cancelation was the reviews of the quality of the tables. I will never again order from this company. One of the worst customer service I have witnessed. I prefer to pay extra and not deal with this trashy company. Bad service, they just want your money, they don't care about customer service. Don't make my mistake."
“Hello, thank you for posting your review. We are so sorry you had a negative experience, and we will be reaching out to see if we can resolve this situation. ”
"Broken upon receipt! Taking forever to rectify the problem and business is closed by 2:30 on a Thursday!! And this was my second or since apparently they ran out of stock on my first item. They do NOT have good customer service and don’t seem to be on top of things. Would not ever purchase anything from this website again. I’d rather pay higher prices than deal with a bad business. "
“Hello Jeannine! We are so sorry to hear about this experience. We are typically open until 6pm EST most days, and have recently expanded our hours to 8pm EST, so it's unclear why it appeared we were closed, but regardless we'd love to make it right. Our policy on damaged items is usually very simple. You can file for a replacement right online, or send an email to sales@lunawarehouse.com and we can get you taken care of. ”
"They have not given me my full amount in my returned items. I would not recommend purchasing items from this place as the customer service has been awful. "
“We would like to learn more about your experience with our customer service team. Can you please msg us your order number so we can review? We'd like to see what happened and what potential solutions there may be. Thank you! -Sales and Service Manager”
"Everything is a lie, products come damaged and they try to charge a restocking fee, they refuse to give names of who you are speaking to, they blame UPS and Fedex and then want the customer to pursue the damage claim, and more and more and more. They are a boiler-room operation that has no inventory and only works off of manufacturers' inventories.
I would never do business with these thieves again!!! "
"I ordered a Bastille - 70.7" Wall Mirror and it is Beautiful!! Luna Warehouse is Easy to work with and super fast in the shipping. Also, they had the BEST prices on their site hands down!! Love them and will be back for more as I'm still remodeling!"
"Was told that I could only return an item after I bought the replacement from them. I purchased another 426.00 light fixture, and my husband carefully reboxed the return in perfect condition in its original packaging and sent back with the label they provided. After not hearing anything for 5 weeks, I called and was told that it was rejected because of scratches and a cut cord which is completely false! I called my credit card company to investigate. I have yet to know where my return is."
A rep from LunaWarehouse.com, nick.reseller, has responded:
“Hello Mario,
I would like to extend our deepest apologies for your negative experience with us at Luna Warehouse. Unfortunately at this time, Luna Warehouse does not ship to Puerto Rico. There must have been a glitch that allowed your address to be accepted, for which I am deeply apologetic. I have contacted our Development team to further research how your order was able to go through in the first place, so we may prevent similar issues from arising in the future. As we grow as a business, we hope to continually grow and offer our customers the best experience possible shopping with us. We would like to open our shipping to more locations one day but in the meantime, we are sorry to have taken your time. ”