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:02/20/2023

  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.

  On June 7, 2022 I placed an order (#*****) for a specific type of flooring I needed to continue a project. I knew it was discontinued overstock and would take several weeks to arrive. I paid $581.19 that day on my Chase credit card.I communicated with the company several times - two phone calls in summer of 2022, and emails sent by me to them July 8, Sept 5, Oct 30, Nov 9, Nov 27, Jan 5, 2023, and Feb 19. In addition to the phone calls, I received responses from Super Arbor 7/8/22 (saying flooring ETA still 7-8 weeks out), 9/6/22 (saying ETA is between 3rd & 4th week of September), 10/31/22 (higher than usual demand for 'all heirloom oak flooring' - updated ETA 1st week of Dec), 11/10/22 (update ETA 1st or 2nd week of Dec ... and "If you wish to proceed with the cancellation, we can put out a request today and processing will take 3-5 business days.")My 11/10/22 response to their message was: "Thanks for the update. Please reply let me know: (1) the location the flooring is coming from; (2) if its left the warehouse already (and if so, please provide tracking information; (3) if it hasn't left, can you confirm that what I ordered is all in stock and when it will leave; (4) what is involved if I cancel and when the refund would be issued."They didn't respond to that message or any since.I'm concluding that this is a scam operation that uses the expectation of long delivery windows to drag out the scam and steal the money paid up front. I want a full refund .... (or the ************** I ordered as I still have a need to match what I have already installed. However as this is likely a total scam, I'm guessing the flooring no longer exists.)

• Initial Complaint

  Date:02/20/2023

  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 purchased a ceiling fan from Super Arbor on October 18th, 2022. Their website states it may take 2-7 weeks to fill the order, so I patiently waited.I contacted them on November 10 to check on shipping. Their automated email response said "You will hear back from one of our customer agents in the next 3-5 Business days." Never heard back.I followed up again on December 17th. I again received the automated response. Then on December 19th I received an email that said "We're sorry your delivery is running late. Our vendors are working hard to ship as quickly as possible. Current ETA is mid- January." So I patiently waited again.December 22nd, they sent me an email offering a replacement product (different brand than the one I ordered). I emailed back explaining that I had purchased the one I did to match another ceiling fan I have and the replacement doesn't match. They emailed back saying they understood and would let me know when they have an update on the original item shipping.I followed up again on February 4th, 2023 to inform them that yet another ETA had passed (they said "mid-January" in their previous estimate) and that I was now formally requesting a refund. I mentioned many similar complaints on the BBB website and said I would give them two weeks to issue the refund before contacting the BBB to file a complaint.February 7th, they responded saying "We will forward your request to the team. Please allow them **** business days to review and process this request."It is now February 20th and I have not heard from them. I feel I have been very patient and more than generous in my communication with them, and generous in holding off on filing this complaint until I felt there was no other option. I have saved the full email chain of communication if needed to prove all of the above.

• Initial Complaint

  Date:02/18/2023

  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.

  On July 18 2022 I paid ****** through affirm to super arbor for some flooring I needed and it was the only place I could find it. I waited a few months still haven't received my flooring I wrote them in Aug of 2022 and they said they were out of the flooring I wanted and how should they proceed. I told them I didn't want a different flooring and I wanted my money back. They said they would process a refund in September of 2022 and I have not received it yet and I have wrote them almost monthly and no response yet.

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising 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 this company on August 10, 2022 for laminate flooring. The cost was $428.43. I received an email indicating the flooring was on back order and wouldn't be available to ship for 30 days. The website clearly states in a scrolling banner, "place your order now and pay upon completion of FULFILLMENT." *********** charged my account for this purchase on August 11, 2022 in the amount of $428.43. Upon seeing that charge, I emailed the company and asked them if, in fact, the flooring had been shipped because my card had been charged. They said the flooring was delayed 30 days, and I would get a tracking code as soon as it was shipped. It has now been six months, with no flooring and no responses to emails other than "it will be another 30 days," to now no response at all. I believe I've been scammed - shame on me. This company stole $428.43 from me with no intention of trading product for currency. My order number is #******. Don't be sucked in by their online store. Apparently, they have physical stores in some states, so I recommend that you don't buy from them unless you can see it and touch it first.

• Initial Complaint

  Date:02/14/2023

  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 placed on 9-6-22 for 4 ceiling fans. Changed order to only 1 fan the same day. Credit card charged for all 4 fans on 9-13-22 for $984.70. Repeated phone calls to the company have been unsuccessful in obtaining a refund. The single ceiling fan was delivered on 11-27-22. The charge for that fan was $276.16. The difference I am attempting to have credited to my account is the difference of $708.53. Repeated calls to the company have put me on hold and never answered and no return calls have been made. I am sending by certified mail a letter offering them the opportunity to settle this matter by 3-1-23 at which time I will file in small claims court.

• Initial Complaint

  Date:02/14/2023

  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.

  Ordered a ceiling fan on 8-28-22 and my credit card was charged by Super Arbor on 9-2-22 even though the fan had not shipped yet. After waiting three months for the ceiling fan to be shipped, I cancelled the order on 12-6-22 and was told a credit would be issued in 7 to 10 days but no credit has been issued as of 2-14-23. I have left numerous messages with this company but no one calls back. There appears to be no interest by Super Arbor in issuing refunds but this company had no problem charging my card without delivering the product ordered.

• Initial Complaint

  Date:02/12/2023

  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.

  On 12/11/22, I was charged $245.19 for laminate flooring that I ordered in November. Super Arbor emailed me in November saying the floor I picked would be delayed until mid-January and offered alternatives. I told them we had a leak and I needed to stick with the original. (The flooring was discontinued by *********** and I couldnt find it anywhere else.) I emailed them at end of December to check the floor was still running on time. They said yes. I emailed again in mid-January since I hadnt received it. They said it would now be expected in February. By this time, I had ******d Super Arbor again to check other options, and ****** showed me a bunch of complaints and claims that the company was a scam. I requested a refund in January and still have not received it. Thank you so much for your time and help.

• Initial Complaint

  Date:02/09/2023

  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 ordered thousands of dollars worth of tile from Super Arbor on 9/1/22, hoping to finish a home project after a flood. Originally the shipping was supposed to occur at the end of October. Like many other complaints on this board, I received an email stating that the shipping would be delayed. I foolishly allowed another month. In November I reached out to the company, was told again shipping delayed until end of December. In December they told me it would be at the end of January. In January I emailed them one last time, they told me it would not ship until February. I asked to cancel my order, which they agreed to do. I received an email stating the order was cancelled, but nothing about a refund process. They told me it would take ***** business days, which I thought was a long time. After 15 business days, I reached out and stated that I was not happy, and that I needed a refund ASAP. They told me that it was going to take ***** days for the refund. Then the next day they emailed stating there was an issue with the refund, that they would need to refund me through ACH transfer or wire, or that I could have store credit. I refused this, would not trust them at this point with my banking info AT ALL. If they are having an issue with the CC refund, they should figure it out with my credit card provider. I am pretty certain Super Arbor is a scam, they have no address listed on their sites for their warehouses. I will be filing several complaints about the company, hoping the BBB can assist with getting the site removed from any ****** searches. I will dispute the charge, but will only remove the complaint when my credit card has been refunded in full. I hope to at least raise awareness of this scam, as I do not even think it is a real legitimate business at all. Order #******

• Initial Complaint

  Date:02/09/2023

  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.

  On June 10 of 2022, I ordered a product from Super Arbor: a Pit Boss Portable Ranch Hand Wood Pellet Grill, order number ***** for a total $365.05. The email confirmation stated it would be **** weeks for delivery. As the ten weeks came to a close, I contacted Super Arbor to see when/if my grill was going to arrive. I was told it would be in September. September came and went. Another email in October stated that this grill was not going to be coming until October sometime and did I want a substitute of another grill. I replied that I did not want the substitute, and that since it had now been almost five months since I had ordered this product, could I please get my order canceled and receive a refund. No reply came via email. I sent two inquiries. No reply. In November, I called Super Arbor's customer service line. I was told that yes, my order had been canceled. A refund, I inquired? I was told that it would be completed within two weeks. Two weeks came and went. No refund. I called again. I asked for someone in management. This, I was told, was not possible. Supposedly this person I visited with went to management and replied with - your order has now been canceled. You will receive a refund within 3-5 days. I asked why it had to be canceled now if it had already been canceled the last time I had called. No definitive answer was given. By December, I had still received no refund. I called twice - once the beginning of December and once before Christmas. Both times I was promised that I would received the credit to my card within days. The last time I asked the customer service **** ***** for a detailed email of our conversation and what was promised me to be sent to either of my emails. I received nothing. I would like my money to be refunded as promised.

• Initial Complaint

  Date:02/09/2023

  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 for a grill, on November 21, 2022. I paid a total of $1,077.94. I was originally told my order would arrive the week after Christmas. I emailed to check on the status, I was told it would ship in the beginning of January. I emailed to check on the status again, I was told it would arrive mid-February. On January 17, 2023, I emailed and told them I wanted to cancel my order because of all the different answers I kept getting. They responded and said they would cancel it and refund me but it would take **** business days. I have yet to get my refund and I have called and emailed everyday, multiple times a day, and I cant get a response.