Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered and paid no answer no response

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered flooring from Super Arbor who after a year said they could not get my flooring and cancelled my order all the while taking $299.79 from my credit card 3 years ago. They keep refusing to refund my money and tell me my case is escalated to a team. I ask to speak to a supervisor or manager and get told no. I send an email a month and call three times a month. A year and a half ago they sent me a letter via email that if I want a refund, I have to agree to a restocking fee (but there was no product to restock, they were unable to get my flooring from overseas they said) and I will only get $238.38 back. I was tired of fighting so I agreed. YET now another year and half and here we are still being told my case is escalated.But yesterday I received an email saying if I want my money I have to contact my bank. Its been 3 years and my case is closed they are done and thank you for my understanding. They have officially stole my money!I know its not a lot of money, but now its about humanity and ethics. How dare they steal my money and make me fight and chase them for 3 years. Its terrible!Please help me!

• Initial Complaint

  Date:04/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:Placed an order for flooring materials totaling $2,516.56. Received an automated confirmation email but no further updates for 11 days despite 10 phone calls, 6 voicemails, and 3 emails. On April 9, I finally received a vague update stating a shipping *** of May 31June 10over two months after ordering, with no prior notice of delay.Details:On March 29, 2025, I placed an order with Super Arbor (Order #********) for flooring materials critical to my business, Neutral City Carpentry. The order total was $2,516.56. I received an automated confirmation but no updates or shipping notice.Over the next 11 days, I attempted to reach customer service ************ calls, 6 voicemails, and 3 emails went unanswered. On April 9, I received a delayed response estimating shipping between May 31 and June 10an unacceptable and undisclosed delay.Due to this lack of communication and extreme delay, I was forced to source materials elsewhere. I notified Super Arbor that the order was canceled and unfulfilled.Their reply said it would take 710 business days to determine if cancellation was possible, even though the order hasnt shipped and no payment has been processed. This appears to be a stalling tactic consistent with other complaints Ive now reviewed.Desired Resolution:Immediate cancellation of Order #******** Written confirmation of cancellation No charges or restocking fees applied Public acknowledgment of recurring issue and policy correction Supporting Details:Ive saved all correspondence, voicemails, and call logs. Im prepared to file with the ************************ if the company attempts to charge for undelivered products or applies any restocking/cancellation fees.

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order on line for 300$ for product. Has never been received and company refuses to talk on phone. On line keeps saying order is on the way. It's a scam company and needs to be investigated

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order for 60 boxes of laminate flooring. I was notified it would take up to 15 business days for shipping. After 15 working days, I called for status and got no response. Tried again the next day. After calling, they needed to check with fulfillment and they would call me back in 24 hrs. After 24 hrs I called them back and was told they didn't have an update. I asked to cancel and was told to send email. I sent email and after 3 days I received response asking for reason for cancellation. I provided a reason. Next day I asked for cancellation confirmation. After 24 hrs they responded that they would need to review my order to determine if I could cancel my order. I have no shipping confirmation, so per their own website, I am able to cancel. The email said it would take 7-10 business days to determine if I could cancel. I have waited over a month now, dealing with the poor communication from this company and I still can't get confirmation of cancellation.

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ******** Order Date 1/27/2025 Item: Kobalt 36-in W x 38-in H 5-Drawer Steel Rolling Tool Cabinet (White) 1 Issue: seller has not shipped item. **************** has no status or *** to do so after repeated calls. Service admitted they sometimes take order they or third parties cant fulfill

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent emails that I owed more money because their system didnt calculate the amount right. They were off by 100s they say. Said I couldnt use a coupon on the extra owed.. then sent another mail with a new total that had a coupon on it. I didnt agree to any new amount. I could have bought local for the amount they kept adding on. Then I felt extremely sketched out by the company.They agreed to cancel on the phone.. then by emails they said no final sales.Almost a year later and still nothing for the amount I paid.They tried to get me to sign another form agreeing to the order.. even though they already said final sales so why would I sign another paper when it should have been cancelled.Ive never in my life not paid a bill.. but Im not paying to affirm when I didnt receive anything. I dont under How this is even okay. Now its hit my credit report and the only bad thing Ive ever had on it. For product I didnt receive that Ive contacted da ton about!!They also kept changing the order numbers so nothing even matches. So finally sales should have been cancelled when a new invoice was ********** sales is the amount you order and the amount you agree to pay.. when thats change on the consumers end.. that should void the whole thing ??

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Jan 9. I have called and emailed for updates and have gotten no reply. It is now nearly one month since and I have asked them to cancel. Their reply was a generic we will check back with you in 7-10 days. I no longer need this product and I have asked them to cancel my order due to non-fulfillment. The hold on my card for $116.76 has been lifted but I need a guarantee that they will not try to charge my card again for an order I do not want.

• Initial Complaint

  Date:01/31/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order was placed around mid September 2024. No date for shipment was given. When called they just told be that it will take time even though I pressed for a date for shipment. After cancellation of order the payment method was never stopped and is still being requested to make payments. Super Arbor has stopped returning my emails and when I call they say that is still in process and it will take time but that has been months now. I do not want to make payments for something that I did not receive.

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Super Arbor on September 18, 2024 Order #********. It was in the amount of 2, ****** for 45 boxes of flooring. The total price included taxes and shipping fees. I waited weeks and finally received confirmation that the order was ready to ship on Oct 28, 2024 advising I needed to pay now an additional shipping fee of ******** before they would send the order. I emailed and explained that I had already paid for the shipping fees and that the extra amount was not right. After multiple calls and emails. They offered a 10% discount. I then said no you already quoted and accepted my payment originally on September 18, 2024 which included the shipping fee. Then I began being ghosted by the company. I sent in an email as directed by a "****" to cancel the order. Received no responses. Sent follow up emails and calls with no response. Called multiple times and spoke with a "****" and "******" who had the same script and advised they could do nothing but advise the refund department of my concerns. I asked multiple times for a representative from the refund department top call me with no return response. I asked for a supervisor or manager and was told on multiple times a "******" would call me back immediately. Still no calls or emails. I just called again today and still the same thing. I directly ask "******" for the company's address and she advised she could not give that to me. I only know that the company goes by multiple names according to the BBB website search and I have them in *********, **. This has put a huge strain financially on my business as this was an order for a client. I need someone to help or point me in the direction or receiving my refund asap. I understand I am not the first ****** to have these dealings with this company. It is now over three months that I have been dealing with them They advised a full refund would be 5-7 business days once the email was received which was sent and received by them.