Robert C.
I made an online purchase for a Rexford Cherry Dining Set Table & 8 Chairs from Luna Furniture - then after a month I read the terrible reviews for Luna …
I made an online purchase for a Rexford Cherry Dining Set Table & 2 Arm Chairs & 6 Side Chairs and paid $1751.20 including delivery. Today is one month later and after three emails inquiring about my order there is no response from them at all. The do not answer their provided telephone number 832-900-3800 - 20 minute wait - they do not answer. I left messages on their phone - nothing. No answer to two emails sent to their "customer service at lunafurn.com" sent twice (I saved copies and notes for all of my correspondence attempts - no response, none at all. I looked online at reviews and they have terrible reviews including a long paragraph by the BBB here in Houston. Most say they cannot get their product they paid for and they get your money and then do not care about anything else - like delivering the product you paid for. Currently there still has been absolutely no response. I have the CEO and President's names and am preparing a lawsuit to be filed in Justice of the Peace Court. I became so accustomed to buying things here in the USA and having the company deliver as soon as they can. But not this company. All I get is "crickets" - nothing, they do not care and evidently judgements against them must mean nothing to them. I regret not looking for reviews before paying for this order. The reviews are the worst I have ever read. This is the first time after 12 years of marriage I purchased a dining room table for my wife. I hand crafted a 12 foot dining table for her years ago, but she asked if I could buy her a nice table because we have a big family. She was so happy when we picked this one out and paid for it. Now - nothing. If you read reviews left by unhappy customers about Luna Furniture you will see why I am so negative about them. I have owned my own businesses and I always provided good employment and transacted all business in a professional manner. I also have always filed a lawsuit if anyone wrote me a hot check, did not deliver something I purchased, or otherwise attempted to unlawfully conduct business with me as a business dealing or directly with me personally. In the past I have had collection attorneys I paid to collect funds after I obtained a court order. There were times I had a Constable and trailer hitch on my truck about to go gather take property and the entity came running with a check to my collection attorney so they would not lose their property which I would liquidate of course to pay the debt owed to me. Evidently this company, Luna Furniture is immune to lawsuits. I have never seen that before. What I especially do not like is having to take action when they have my money and all I am getting is crickets chirping - nothing. My name is Robert Cole. A disappointing buying experience here in the USA.
Response 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