When Luna Carpet promises to deliver and install, can they keep their promise? This is my story and experience. Future customer's make an informed decision. Do not let the Sales Consultant rush you through your process. Ask your Sales Consultant where are the guarantees for delivery and installation. If you choose Luna as your carpet retailer, be sure to talk to supervisors and not customer service personnel. Take a chance and ask for the President's name, address, and phone number and see what the response is for contacting him. Talk to Joe at 708-547-4120. He's the man. He will take care of you. Do not trust customer care!!!
November 30, 2005
Luna Carpeting
Mr. Steve Dezara, President
10 North Davis Drive
Bellwood, Illinois 60104
Re: Carpet Installation
Mr. Dezara:
I, Fred Nance Jr., and my wife, Darlene Bouyer-Nance, purchased carpet from Luna on November 2, 2005. We changed the order on November 5, 2005. The installation date was set for November 19, 2005. When the installers arrived on November 19, 2005 they did not have carpet for one of the rooms. There was no legitimate reason for not having our complete order.
We called your company and requested a date for when they would have the carpet. We were told the carpet would be in and installed in our home on November 22, 2005. As we prepared for this installation date taking another day off from work, we called to confirm the date. We were told that the information we received regarding the installation on November 22, 2005 was wrong. We were then told the installation would be on November 29, 2005. We changed that date to November 30, 2005. One of your representatives gave us a $75.00 reduction in cost for our troubles.
We decided to have a morning installation. We were told the installation would take place between 9:00 am and 12:00 pm. We were told that someone would call us a few days before installation to confirm the installation. We received a call on November 28th and 29th, 2005 confirming November 30, 2005 between 9:00 am and 12:00 pm for delivery and installation.
On November 30, 2005, we received a call at approximately 7:10 am. The lady who called stated, “We have you down for installation after 5:00 pm. Can I schedule you between 9:00 am and 12:00 pm today?” After everything we have been through I was appalled. I informed the lady I had a scheduled installation appointment between 9:00 am and 12:00 pm already.
I spoke to Kate Zilke, Manager of Customer Care for Luna, about 4 times regarding the scheduling of my appointment for November 30, 2005. I requested the name of the President of Luna. Ms. Zilke informed me many times the person I need to write and discuss this issue with is Mr. Joe Borczyk, Vice President of Operations. I informed Ms. Zilke she could not tell me who to write too. I informed Ms. Zilke I wanted the name of the President of Luna. Ms. Zilke refused to give me the name.
I informed Ms. Zilke that I was putting this letter on my website at: http://clickforjusticeandequality.blogspot.com/, and that if she continued to refuse to give me the name of the President of Luna, I would include her refusal and attitude about my issues. Ms. Zilke gave me Mr. Steve Dezara as the President of Luna. Ms. Zilke told me I could use the same address she gave me for Joe Borczyk.
I called Mr. Borczyk requesting a return call. Mr. Borczyk did not call me. Mr. Borczyk would have treated this complaint in a similar manner. I left my website on Mr. Borczyk’s voice mail stating I would put this letter on the Internet for others to view.
The installers arrived at 11:00 am. They finished the final room at approximately 2:00 pm. We paid $2,955.00 cash for this carpeting. We did not finance our purchase. Overall, the customer service for the purchase was satisfactory. The best service we received was from another person by the name of Joe. I can only identify him with his phone number, which is 708-547-4120. He was very supportive and proactive in providing comprehensive and optimal service after all the mishaps experienced.
My wife and I are disappointed with Luna’s customer service. It appears Luna’s customer service has many individuals acting without accessing their system for information. This has to be the problem or Luna’s employees are not putting information given to customers into their system’s database. Whether it is a data processing problem or employee neglect, it causes problems for the customer in addressing their issues especially when one has to deal with a person like Ms. Zilke.
Ms. Zilke’s refusing to give me the name of Luna’s President can only be construed as an attempt to keep her and her colleagues negligence hidden. We scheduled painting, carpeting, and the purchase of furniture for the Thanksgiving holiday. Ms. Zilke knew the original installation date did not have all the carpet ordered to complete the order. Ms.Zilke knew the information given by an employee of Luna stating we would receive the carpet and installation needed on November 22, 2005 was not going to be available. Ms. Zilke gave us a $75.00 “discount” apparently for the “miscommunication” for a delivery date of November 22, 2005. I believe she meant this discount to account for my wife having to take off another day, that being November 30, 2005. This “discount” did not alleviate my daughter frustration of coming home from college to sleep in the room where the old carpet still remained.
The most frustrating issue of this mess is the fact there was no priority given to us for the delivery date of November 30, 2005. Kate informed us we were the first stop for installation. As we kept calling back talking to Kate to see when the installers were leaving the warehouse, Kate informed us the installers were just leaving the warehouse at 9:20 am. Kate informed us the late departure was due to a “big” order for another customer. My question is: Didn’t they know a “big” order existed the day before? Where is our relief? Mr. Dezara, please respond.
Respectfully submitted,
Fred L Nance Jr., ABD, MA, CADC, NCRS
cc: http://clickforjusticeandequality.blogspot.com/
