These people are liars. First of all I never reveived an email confirmation. Made the mistake of paying by bank account so no ptotection by the credit card. They promised delibery 3-Weeks. Supposed to be here by Christmas and I was told it was out for delivery so I had to cancel all my plans to sit and wait for it. Now I get a text this morning telling me I won't see it until mid January and they want a 30% restocking fee if I cancel. Run away as fast as you can. Do not do business with these people! Once again to be clear you lied because Sunday you told me to expect a call it was out for delivery. Monday your team said don’t make plans the delivery will call you it will be there for Christmas. Tuesday i get a text telling me you won’t see it until December 28th and i will not see it for 15 days after that. I don’t know what to believe at this point. You offer me a 100.00 for your deception and I cannot have my family for Christmas as the old table is gone to make room for the new one I won’t see for a month.
Response 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
CR
Carly R.
Purchased the Ashley Top Tier…
Purchased the Ashley Top Tier collection and received a section broken with parts falling out. Contacted the company within the first 48 hours and months later still have not had any repair or replacement and customer service is no longer responding via email. Do not spend your money here!
Response 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.
RC
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
EA
Ee A.
I ordered a room and bed from Luna…
I ordered a room and bed from Luna furniture. I called the customer service for arranging the delivery date.
The delivery was delayed, and the customer service was so bad. I throw away all the old furniture and I got the room empty and ready for the new furniture. with the delay I had nothing to sleep on. I was trying to reach out to one of the supervisors and I was told that they are not gonna answer me on the phone. The only way to reach out the supervisor is by email. This is my first and last experience with them.
LO
LOADING___
I ordered a 5inch bed boxfrom Harwin…
I ordered a 5inch bed boxfrom Harwin Furniture and waited patiently for over a week with no updates. Today, I received an email saying my order was canceled—with no explanation, no call, nothing. Absolutely unacceptable. This is terrible customer service and shows a complete lack of professionalism. I will not be ordering from them again.
MA
Marisa
Bad service all round
I ordered a bedroom set over 1 month ago (the website told me it was in stock and able to ship in 2-3 days), I am still waiting for it. They do not answer you emails or texts so dont leave one. You can call them and it takes about 30 min for them to answer your call, and they still cant give you a answer about your order. All they tell me is that someone will call me back in 1 day and they never do. Needless to say I had to call and email 3 times to cancel my order and get my refund.
CA
Cj A.
Very bad customer service
Very bad customer service, no details about the delivery time they just charge you and than silent. I called, text , email still no answer. I even called to cancel my order still no one answer. It's scam.
Response 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!
