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:01/11/2023

  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.

  All details in attached PDF and email chain. Ordered a log holder back in September which said 2-3 weeks for delivery. Once you place the order, the confirmation email states order is back ordered, now **** weeks. Quite the range. 10 weeks go by so ask for an update. "Issues with supplier, another 5-6 weeks out". What is the issue? Are you not the supplier? These questions go unanswered. 6 more weeks go by. Ask for an update and guess what?? Looks like 8 more weeks!!! Time to turn it over to AMEX. They used to have BBB rating sticker on the home page. No surprise they had to take it down after people finally caught on. If you see a response below saying "we dont see that you ordered from us" or "we tried to work this out with you blah blah" do not believe it. Website is all flash, no substance...literally.

• Initial Complaint

  Date:01/11/2023

  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.

  Placed order Nov 2nd, #******. Sent first msg to check shipment Nov 30. *** told scheduled to ship with Dec ***** delivery. Ok, sounds good. Dec 27th the delivery moved to 2nd week of February. I requested refund. Received response back "After reviewing your request, our team advised us that this order is a confirmed discontinued item considered as final sales therefore, we can't cancel the order. Below is an excerpt from our cancellation/refund policy:". This product showed in stock and not discontinued. I knew it was going to be discontinued so when I found the trim to match my flooring I had purchased locally on their site I jumped in it. Point is, what is the holdup? They either have it or they don't. It's not coming from the manufacturer of I would have been able to purchase with the flooring. I will not pay to restock if it's really a ghost product they never had.Original delivery said 2 - 7 weeks. I have been trying daily, multiple times a day to call fora week. I wait on hold 7 minutes and 30 seconds to be told they can't help me and leave a message. I have left 2 messages. Email responses are delayed for days. I want my $246.09 refunded or my correct items shipped immediately. They tried to offer me another product. I will not buy something where color is important online.

  Customer Answer

  Date: 01/16/2023

  Super Arbor has now sent me an additional invoice for extra shipping cost. I paid shipping with original order and was ok with the amount of $39.99. They now want $129.99 more. I have told them I do not accept that amount and I would not have ordered at that shipping rate. I also mentioned I know they are holding my refund hostage because the item is now discontinued. I told them I had submitted a complaint and would be contacting BBB again.

  Customer Answer

  Date: 01/16/2023

  ***Document Attached***
  I have attached the current info of the product I ordered on the Super Arbor site. There is nothing stating discontinued anywhere in the listing. I checked shipping price and it was same as I paid. Their site says shipping calculated in checkout not estimated. Here is link to product ordered.
  *************************************************************************************************************************************************************************************
  See Attachment/File: Screenshot_20230116_210708_Chrome

  Customer Answer

  Date: 01/19/2023

  ***Document Attached***
  I have added clarification sent about shipping stating my order is over the weight limit of 40 pounds. There is no way 10 pieces of vinyl trim 8 feet in length weights over 40 pounds. ***************** ground allows up to 150 pounds and 9 feet in length as shown on attached. Their site says ***** is whom they use for orders under 200 pounds as shown on additional attached.
  See Attachment/File: Screenshot_20230119_200958_Email

• Initial Complaint

  Date:01/11/2023

  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.

  I made a purchase on December 5th, 2021 paying $2,321.55 for *********** 108 in. Freestanding ********************* Stand in Chestnut Oak. There was a shipping delay for 8 months and the estimated time of delivery was postponed every month. After I called in August 2022, I was told that the color I ordered was no longer manufactured. I was supposed to receive a refund after my order was canceled but never received money back on my credit card or a check as I was told. I have tried to contact the management team and was never transferred to anyone. No one has ever contacted me regarding the issues with my order. I received a confirmation stating that I will receive a refund in a few business days which never happened. I can no longer reach out to the company via my phone number. If I make a phone call from a different cell, the person hangs up on me right after receiving my order number. I have attached more details and documents below.

• Initial Complaint

  Date:01/11/2023

  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.

  Ordered flooring and did not receive anything from them about confirmation. They got ****** of my money. I need the flooring.

• Initial Complaint

  Date:01/11/2023

  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.

  I placed an order on 10/5/22 and asked to cancel the order and get a refund because there was no sign that the product would ship. My order number is #******. I received a confirmation email on 12/14/22 that the order was cancelled and they said I should see the refund in 10 days. It is now almost a month later and i've see no refund on my credit card and they aren't answering the customer service phone line. I would appreciate the refund ASAP.

• Initial Complaint

  Date:01/10/2023

  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.

  -Date of transaction: March 2022 / Order Number **** -Transaction is in my husband's name, *************************** -7 Cases of Baron Oak Nosing - $216.93 -We did receive some of our order and this was the outstanding part we have been waiting for,-Super Arbor strung us along for almost a year promising us stair nosing product we purchased. After 6 months, we asked for a refund and to cancel our order. They kept us waiting for 3 additional months as they were reviewing approval. We followed up today (and countless times prior) and they are saying the product is discontinued and they will not refund us per their refund policy. (Which they probably created after us even buying the product looking at their horrible reviews now). So now we have waited almost a year, do not receive our product, cannot finish our project, and we do not get our money back. (They also will not credit or exchange for another product)What they are doing to people should be illegal. I have attached their final email. I can send all of the communication if you need it.Thanks,********

• Initial Complaint

  Date:01/10/2023

  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.

  I have been attempting to seek a refund for a purchase of a grill for over a month no. I reached out via email to their team and the customer service representative told me that they would process my refund And update me once completed. 2 weeks went by with no update so I reach back out to them and they shared that it is still processing The order Refund. I used affirm to purchase the grill in now a firm is requesting payment from me on an item I do not have. Order number ******

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 asking for a refund for something I never received. in August I order tiles paid ****** for them they said I received them in 3 to 5 weeks. When you call them they say you will hear something with in 3 to 5 business days but you don't hear from no one.. They are so unprofessional because they just take your money and hope you forget that they have it. I need my refund now. I will never ever do business with them again.

  Business Response

  Date: 01/22/2023

  We believe the customer's complaint is valid and we have already escalated this concern to look into the customers refund request and come to a resolution. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the ****************** upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This case with be open until I get all of my money back. Just the way you took my money you should return all of it back
  Never received anything from your company but a hold lot of lies.i want all of my money

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 for flooring with an understanding that it would take some time for it to ship via freight, supply issues, etc... Order placed December 29th, 2021, my $1680.60 was taken 12/30/21 for a pallet of flooring described on site as Fincrest Brown *** 12 mm Thick x 6-1/16 in. Wide x 50-2/3 in. Length Laminate Flooring (***** sq. ft. / pallet). First red flag, never received a confirmation email, order number, etc... so I emailed customer service. They responded with no order number just that everything had been delayed. This is the end of March, the original estimated shipping time frame. This pattern repeated, I'd email them again around the new shipping time frame, automated response saying give us 48 hours, new response putting the order time frame around 4 months out, with a 2 month shipping window ( e.g. updated ETA is between the 2nd-3rd week of August, since I emailed them around May). So, they've taken my money, it's been long enough I can't get a chargeback via PayPal or my Credit card company, and I suspect they'll subject me to a 20% cancelation fee, cool whatever I wanna know if the flooring every existed in the first place and cancel the order, so I email them saying the new time frame of the end of December is unacceptable for me, it's been a year (also, you expect me to believe you are shipping freight to *****, in winter during one of the busiest times of the year for all shipping and I still have no order #, tracking #, waybill # or an expected time to be home to sign for the pallet if it is anything like any other freight I've ever received in my life working loading docks, warehouses, and my now daily job for the postal service?).They email me with we will escalate this to our team, give us 3-5 business days to process your request. I wait, I ask them is there any progress here? Same response, I asked them again in 3 to 5 business days, again...it's a nasty loop to waste time to let them keep my money and have no recourse. HOODWINKED

  Business Response

  Date: 01/22/2023

  We believe the customer's complaint is valid and we have already escalated this concern to look into the customers refund request and come to a resolution. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the ****************** upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am a very patient man. This has been going on for far too long at this point and the whole matter has rendered my patience beyond exhaustion. So, I shall attempt to pick apart your copy pasted response to my complaint as best I can.
  1.I have issue with Super Arbor's service in that I have received none. I have read your terms of service and they are beyond preposterous. The site makes no mention of taking payment prior to services being rendered, which is what happened here. If I click the very same link ************************************************************************************************************************************************************************************************************* I used originally to order this flooring, I can. It still exists, there is no mention of this flooring being discontinued, discounted, or out of stock. The banner at the top of the page states "Place your order now and pay upon completion of fulfillment". So, fulfillment would imply there is a warehouse, full of pallets, those pallets would then be prepared for shipping, paperwork would be added to them to create some form of tracking their movement from warehouse, to truck, to warehouse, etc... until eventually, a truck shows up with a pallet with that waybill or tracking paperwork at the customer's provided address. Fulfillment implies shipping and delivery of the items ordered does it not?
  2.I never received any order confirmation communication email from Super Arbor. I never received anything from Super Arbor indicating the success of my transaction. I checked my credit card statement to see the transaction pop up. I can attach that part of the statement as well. I then waited expecting shipping delays, which I believe is part of a devious scam to waste Super Arbor's customer's time in an effort to prevent cancellations and chargebacks for goods they never intend to deliver or never had to begin with. I've attached the chain of emails I initiated in an attempt to get information about my order. In one of the earlier responses, there is a mention of a confirmation number and tracking, but it was never actually given to me.
  So, either I want a pallet of flooring that I ordered over a year ago to magically **** up on my doorstep and I happily go about installing it in my home or I want all of my money refunded and this stain of a company to be cleanly wiped away from my life.
  
  See Attachment/File: Edited Statement January 2022

• Initial Complaint

  Date:01/09/2023

  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.

  SUPER ARBOR IS A BUNCH OF CROOKS!ORDER #****** ON DEC 15,2022 AMOUNT OF $154.85.2 CASES OF CENTENNIAL OAK LAMINATE FLOORING TRIED TO ORDER FROM THEM ONCE IN AUG 2022 (ORIGINAL ORDER#******) GOT THE RUN AROUND. COULDNT FIND PRODUCT. THEY REFUNDED MY BANK ACCT 1ST TIME. SEE ATTACHED EMAILS. SAME EMAIL CHAIN FROM 1STORDER THEY CONTACTED ME ON DEC 14, 2022 THAT THEY HAD 2 CASES. I ORDERED IT ON DEC 15, 2022. ON DEC 20, ***************************************** TRANSIT. THESE ITEMS WERE NEVER DELIVERED TO ME. I EVEN ASKED HOW DAMAGED THEY WERE. I ASKED MULTIPLE TIMES TO BE REFUNDED. THEY STALLED WITH THEIR "WE WILL REACH OUT TO OUR TEMA AND RESPONED WITHIN **** BUSINESS DAYS. THAT NEVER HAPPENED. THEIR EMAIL ON DEC ******************************************************* PROCESS A REFUND. I SAID I WANTED A REFUND. AFTER ASKING MULTIPLE TIMES FOR MY REFUND STATUS THEY SAID ALL SALES WERE FINAL BECAUSE IT WAS A DISCONTINUED ITEM. THEY REACHED OUT TO ME THAT THEY HAD THE PRODUCT. IT WAS DAMAGED BY THEIR COURIER IN TRANSIT AND I NEVER RECIEVED IT. THEY SAID ALL SALES ARE FINAL AND THEY CAN'T CANCEL THE ****** THIS IS HORRIBLE. I WANT A REFUND ON ITEMS I ORDERED AND NEVER SAW. WHICH IS EVIDENT FROM ALL THE SAME CLAIMS THAT I SAW THAT WERE FILED WITH THE BBB FROM OTHER CUSTOMERS THAT HAD THE SAME HORRIBLE EXPERIENCE WITH THIS COMPANY. THEY NEED TO BE SHUT DOWN! I FILED A DISPUTE WITH MY CARD COMPANY AND NOW SUPER ARBOR IS TRYING TO MUNIPULATE ME BY SAYING THEY CAN'T REFUND ME BECAUSE OF MY CLAIM AND THAT THE ONLY WAY TO WORK SOMETHING OUT IS IF I DROP THE DISPUTE WITH MY CARD COMPANY. YEAH RIGHT!!! IF I DROP THE CLAIM THEY WILL NEVER REFUND ME. THIS IS A TACTIC TO S**** ME YET AGAIN. ALSO THEY THINK THEY WILL INTIMIDATE ME BY SAYING THAT THE DISPUTE MAKES THE PROCESS TAKE FOREVER AND I WILL CAVE IN TO THEIR DEMANDS. I WANT TO BE REFUNDED FOR SERVICES NOT RENDERED. HOW CAN THEY DO THIS TO PEOPLE AND GET AWAY WITH IT. I WISH I WOULD HAVE KNOWN HOW THEY WERE. THEY ARE CROOKS.