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:01/07/2023

  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 9/14/22, I placed an order with Super Arbor, order #******, using Affirm Financing, for 42 cases of Stainmaster Washed Oak Dove luxury vinyl plank flooring, advertised as in stock. I placed the order and it went through. At 11:25 a.m. 9/14/22, Super Arbor sent an email that the product was discontinued, obviously I requested to cancel the order. 9/14/22 Affirm sent an email that the loan was approved but would not be confirmed until Super Arbor processed my order. On 9/16/22, Affirm emailed the loan was confirmed! I tried for weeks to get this corrected with Super Arbor through email, the company website Chat and calling the company phone number. Email responses were auto replies, online chat was offline and the calls went to voicemail except twice. I spoke with "****" the person who responded to email and the person identified on the company chat line. He assured me the refund would take place and then crickets. I contacted ****** and opened a fraud case on 9/23/22. On 10/17/22 Affirm sent email that I was responsible for the loan of $3837.44. I reopened the fraud case. On 12/10/22 $3069.95 was refunded, 20% less. Affirm said due to Super Arbor "20% cancel fee, no exception" THIS IS CLICK ************ advertising a product the company knows is discontinued then charging the customer 20% of the order total to cancel! Super Arbor continues to advertise is the product as "in stock" in bold.I made two loan payments to Affirm during this dispute and refuse to make further payments. Affirm replies that it is Super Arbor's policy and they can't do anything. I called several flooring liquidators about this product, all confirmed Stairmaster went out of business 2 years ago and you can not get their products. I have all the documentation for this issue with Super Arbor and Affirm. I filed a complaint with the ************************ as well. Get Super Arbor to return $651.99 to Affirm and a refund from Affirm for the 2 payments I made, total $266.84.

• Initial Complaint

  Date:01/06/2023

  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 9/14/22, I purchased quarter round for a room I am renovating. My receipt said it could take **** weeks for delivery, which I figured was reasonable given COVID supply/ shipping issues. My card was charged for the purchase within the week. After 10 weeks, I had not gotten any updates so I contacted the company again 11/16/22 and was told shipping was expected the second week of December. I have not received my quarter round, nor any further updates/ communications from the company. After looking into the company further, I am very concerned that this is a fraudulent "business" that actually doesn't exist.

• Initial Complaint

  Date:01/06/2023

  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 online through ************************************************************ on December 17, 2021 in the amount of $257.45. The website states that shipping takes between **** weeks. I called Super Arbor on February 28, 2022 to check the status of my order. I was told my order was being processed and should arrive in 2-4 weeks. On April 8, 2022 I called the company again to check the status of my order. Again, I was told my order is still being processed. I asked to speak to a manager and was told that the manager would call me back. I never received a phone call. I called Super Arbor the following week and asked to speak to the manager. Again, I was told that the manager would call me back, which he never did. On May 9, 2022, I called to request a full refund of $257.45 since I had not received any of the items I ordered. I was told I needed to submit a cancellation request via email, which I sent to Super Arbor on May 9, 2022. Super Arbor responded via email on May 11, 2022 that my refund will be processed in 3-5 business days. After numerous phone calls to Super Arbor, the refund was still never processed.On June 9, 2022, I filed a dispute with my bank, USAA. I was unable to get a refund through USAA because more than 60 days had passed since my purchase through Super Arbor. Upon further investigation, Super Arbor has scammed numerous patrons out of money and has not delivered the purchased items. This is my last attempt to collect my money back from Super Arbor before legal action will be taken.

• Initial Complaint

  Date:01/05/2023

  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 May 17, 2022, I ordered $353.28 worth of flooring from Super Arbor (order #*****). At that time, I was informed that "(i)t can take **** weeks to ship orders." On June 18, 2022, I was told the "(c)urrent ETA for your order is 2 - 3 weeks." Having not received my order or a shipping confirmation, I contacted Super Arbor on August 9, 2022, October 25, 2022, and December 15, 2022. Each time, I was told the shipment was delayed and would be provided a new ETA that was a few months away. When I received Super Arbor's response to my December 15th email, stating the shipment would be even further delayed, I asked for a refund. Super Arbor responded that they have forwarded my request to their team and asked that I allow them **** business days to review the cancellation request. When 14 business days went by and I had still heard nothing from Super Arbor, I contacted them again. In response, I was told that my "order is a confirmed discontinued item" and per their return policy, "(a)ll discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent." Based on all the other complaints I have now read, apparently that is Super Arbor's go-to line when scamming people out of their money, but it is utterly ridiculous for two reasons. First, I would not be cancelling the order or requesting a refund if the company had fulfilled my order within the **** weeks Super Arbor states it would take to ship my order or anytime within the last EIGHT MONTHS! Second, the company has twice offered (on August 10th and December 15th of 2022) to EXCHANGE the flooring I purchased for another one, so clearly they do offer exchanges on confirmed discontinue items. This business is clearly a fraud and should be investigated. They collect money from customers and then NEVER ship the items. Customers should be advised never to purchase anything from Super Arbor.

• Initial Complaint

  Date:01/04/2023

  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.

  - Original order (#****) for 5 exterior wall lights, placed 24Oct21, $259.09 charged to my credit card.- After months of being promised new ship dates, etc they offered me a substitute item.- I agreed to the substitute item but they sent me a totally different item that was unacceptable.- I complained and said I wanted to return the items and cancel my order.- Arrangements were made and the items were returned. - They confirmed receipt of the items (via phone call) and said I would be refunded. -I have called regarding the refund to no avail.- To date I have not been refunded. -I have emails and notes from phone calls if needed.

  Business Response

  Date: 01/29/2023

  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.)
  The original item ordered was never sent. We were misled from 10/24/21 that the items were forthcoming. The substitute we received was NOT what was agreed to (10/1/22) and returned.
  I was promised a full refund at that time and
  I expect a full refund. I have been patient long enough!

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 $774.57 worth of flooring from Super Arbor on 18 November 2022. At the time the flooring was to be delivered before the end of the year. When I inquired as to the status of the shipment, they said it is now delayed until March 2023. Since nothing has been shipped, nor have I received any product, I requested to cancel the order and get a refund. This was when they told me that they are keeping my money despite not providing me with anything.

  Business Response

  Date: 01/29/2023

  We believe the cardholder's complaint is NOT valid at this time as the customer purchased a final sales items and subsequently opened a dispute with their card provider even though we were actively coordinating from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (if eligible, with other charges applicable) back to the customer's original payment method.
  See Attachment/File: *************************pdf

• Initial Complaint

  Date:01/04/2023

  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.

  Placed online order #***** on 11 April 2022 for flooring for a total of $576.05. The email confirmation stated order would take **** weeks to ship. On June 23rd I emailed asking for a status update, since this was now **** weeks since placing the order. On June 30th emailed again as I had not received a response. July 1st they responded and said they were running behind and ETA for order was another 4-5 weeks. July 2nd responded stating additional delay was an issue and asked to cancel order. That same day they responded and said would forward cancellation request to "our team" and to allow 3-5 business day to review the cancellation. The weeks and months thereafter continued to follow up and would receive a response stating request still in progress and would receive an email once completed. As of writing this on 4 January 2023 I have not received the refund. This is unacceptable and apparently a pattern when reading the other posts. I've also filed consumer complaint with the ********** ************************** On vendor website, ******************************************************, under "Our Story" the BBB Accredited Business Logo is shown, which is FALSE and needs to be removed.

  Business Response

  Date: 01/29/2023

  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: 02/06/2023

   
  Complaint: 19322215
  
  I am rejecting this response because I have never received the product, nor the refund Super Arbor acknowledged on 2 July 2022. My order on 11 April 2022 was for flooring to be delivered within **** weeks. I followed up on the status of my order **** weeks after my initial purchase, which was more than generous, and was told that it would be another 4-5 weeks. Delivery of **** weeks after my order was NOT what I agreed to and why I requested the refund. 

  When I reached out and asked for a refund, their team should have reiterated their policy of "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." This I'm sure is in the fine print when ordering, but never mentioned again during all of my follow up communication asking on the status of my refund. Again, I want to mention that the agreed upon delivery was **** weeks and that was NOT fulfilled.

  Super Arbor needs to provide the refund they communicated would be processed. To this date, 6 February 2023, approximately 10 months after placing my order on April 11, 2022, I have NOT received a refund or the product. 

  I will not consider this resolved until I receive the refund they communicated would be processed back in July of 2022.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 flooring online that was available on their website. Months later they informed me that the flooring has been discontinued. I request a refund since the item is not available. They keep saying its being processed. Months later they said any items purchased from the website that become discontinued are final sale and no refunds are given. They also state that they recommend asking about availability before ordering any items off their website. Their reviews are flooded with people in the same situation. Waiting months for items that never come and then told that they will not be receiving any product or money back. They use this to scam people and make money. There was no item given to the customer for an item to be final sale. Please help stop this business from stealing money and assist in retrieving my money back. Thank you

  Business Response

  Date: 01/29/2023

  We believe the cardholder's complaint is NOT valid at this time as the customer purchased a final sales item, and we are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the complaint in our favor and allow us to resolve the issue directly with the customer first.
  See Attachment/File: ***** Bendt_1132294_10860.pdf

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There has been a purchase made and no product has been delivered. Either product needs to be sent or a charge needs to be removed. No one gets money for nothing.

• Initial Complaint

  Date:01/02/2023

  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.

  Transaction 1.15.2022 Order #**** $466.38 Delivery by end of March 2022 Never received item: QWall Tub Surround, white I requested to cancel the order in March 2022. They said they'd forward the request to the ********* hear back in 3-5 business days. Didn't hear back.May 2022 I emailed again to please respond about the cancellation. No response. July 2022 I emailed again with the same May 2022 request. No response. As of today 1.2.2023 I haven't heard from SuperArbor since March of 2022. Today I clicked on their link inside of my purchase email and they are coming up as "Arbor" now.

  Business Response

  Date: 01/24/2023

  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: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This item was not a sale item. Even so, I never received my order. Communication stopped on their part. It's been 12 months that I've been trying to get a refund for an item I haven't received in over a year. I deserve my full refund.

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 tile on September 6th with a 4-6 week ***. I reached out in early October and was told the tile was on schedule for end of October. Mid October I asked for a tracking number and they informed me that it would be delivered on the 1st or 2nd week in December. I understand that things happen and at this point i wasnt too upset. They reached out in late November to ask me for an additional $200 which i paid in good faith to get my order moving. I reached out several times in early December, by email and phone with no response at all. I believe i called the ************** 3 times and left a voicemail once. I also email them at the previous contact email 6 times in the month of December. I started a chat on the website to see if that form of communication was better and someone responded, letting me know that the *** on the order was now mid February. I told them that i wanted the tile by end of January or a full refund and they informed me that they dont refund special orders. Now i am sitting here waiting for this company to deliver tile that was supposed to arrive in October and i cant even get my money back..... I feel like they sold me something that they cant get and stole my money! Why dont they always sell something that they cant get so that they can keep peoples money?! Its crazy! I dont mean to be dramatic but this is crazy and im very frustrated at this point. I have no faith that the tile will be delivered in mid February as they have informed me.

  Business Response

  Date: 01/29/2023

  We believe the cardholder's chargeback is NOT valid at this time and we are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (if eligible, with other charges applicable) back to the customer's original payment method.

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still do not have a date for this order. Seems extremely sketchy and unprofessional to ask me for additional compensation for freight on a product you haven't located. I would like to be informed of a hard delivery date by end of week and I expect that delivery date to be before the end of February or a full refund. I don't believe this to be an unfair request. I won't hold my breath considering it took a month to respond to this complaint.