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:12/14/2022

  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 ordered 27 boxes of flooring on October 5th from Super Arbor order # ******. I received my order on Oct 13th and several cases on the pallet were damaged and the ABF Freight truck driver said he was writing up the whole pallet as damaged. I contacted Super Arbor on Oct 13th concerning the damages. I was originally going to have them just ship new product until we realized that as we third to lay the planks there were several case that were warped from being strapped down to the pallet. I then communicated that I just wanted a refund for the damaged product. I emailed them frequently and was told they were processing my refund. I was told my refund was processed on Nov 17th and then was told Nov 16th. On Dec 7th I was even given an Authorization Key for my refund and told to go talk to my bank. I contacted my bank and they did not have any record of any refund. My bank was trying to assist in getting my refund but because the product has not been returned they could not assist me. I have the product in my garage but I am not losing any more money sending this damaged stuff back. I welcome them to send a truck to pick it up but I am not spending my money to send it back
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/12/26) */
  The customer has been partially refunded $512.12 on 11/15/2022, and our records show that the refund was issued and the amount has been deducted from our account on 11/16/202. We suggest the customer again follow up with their card provider to inquire further on the status of the refund deposit. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.
  
  
  Consumer Response /* (3000, 8, 2023/01/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I see where Super Arbor states they have done a partial refund, but I have never received iany money back from them. I have spoke with my bank numerous times and they have search for the refund and see nothing. If they did a refund they must have entered the wrong account information because it did not go back on the card that I used for payment.

• Initial Complaint

  Date:12/12/2022

  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.

  On June 23,2022 I ordered some Yates carpet tiles. I paid $361.27 including $39.99 shipping. The order # is 11611. They indicated it could take 10 weeks to ship. On Sept 12 I inquired about the delay and was told it would be shipped in 1st or 2nd week of October. This was followed by a Sept 17 email (invoice #****) demanding an additional $100.16 in price difference and shipping. I felt this was a bait and switch tactic and refused. I reminded them we have a contract and demanded they honor it. They ignored this and another request to fulfill the order. On Nov 1 I asked to have my order canceled and the $361.27 refunded. They agreed to do so but have not done so. Your organization has been helpful to many for just this issue. They don't deliver, promise refunds and never follow through. Also their website says they are a BBB accredited company but your site says they are not. Any help from you is greatly appreciated. Thank you.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/12/26) */
  We have already escalated this concern to check the status of the customer's shipment and come to a resolution. In SuperArbor, after each order is created, the manufacturer/vendor is contacted to discuss availability of the item and delivery expectation period. In some cases for certain item(s) the customer ordered will have a longer lead time due to a supply gap and fulfillment and delivery from the manufacturer/vendor will take longer as indicated in SuperArbor's Shipping FAQ. This is why SuperArbor has a standard shipping of about 28-35 business days (excluding weekends) from purchase date. 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 (with other charges applicable) back to the customer's original payment method.
  
  
  Consumer Response /* (3000, 7, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their response was disingenuous. On 11/1/22 after months of no resolution they offered to refund my money and I accepted. They said it would take a few days but it has been 2 months. Now they claim to want to resolve the situation with me but they have had every opportunity. From other reviews I have read this is a recurring pattern. I cannot trust anything that company says.

• Initial Complaint

  Date:12/10/2022

  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 ordered flooring from Super Arbor in April 2022. They charged my Visa $830.42 on April 7th, 2022.
  
  On their website they said the flooring was in stock, however every few weeks they would send e-mails saying the flooring was being delayed by the manufacturer.
  
  On November 3rd they sent an e-mail saying that they received notice from the manufacturer that they halted production of this product due to a material shortage. They offered a replacement product, however it was not suitable.
  I cancelled my order and requested a refund on November 3, 2022. On November 7, 2022 they sent an e-mail saying they were forwarding my refund request to customer service, and that I would hear back in 3 to 5 business days.
  I have not heard back or received a refund. I have sent several e-mails requesting contact.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/12/26) */
  We have already escalated this concern to check the status of the customer's shipment and come to a resolution. In SuperArbor, after each order is created, the manufacturer/vendor is contacted to discuss availability of the item and delivery expectation period. In some cases for certain item(s) the customer ordered will have a longer lead time due to a supply gap and fulfillment and delivery from the manufacturer/vendor will take longer as indicated in SuperArbor's Shipping FAQ. This is why SuperArbor has a standard shipping of about 28-35 business days (excluding weekends) from purchase date. 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 (with other charges applicable) back to the customer's original payment method.
  
  
  Consumer Response /* (3000, 7, 2023/01/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When we initially ordered from SuperArbor in April 2022, the manufacturer had already discontinued the product, so we were happy to find a place that claimed to have it in stock, because we needed a few more boxes to complete our flooring project.
  
  In reply to our first two monthly requests for status, SuperArbor replied to our inquires that they were working to ship our product, and it should arrive within 3-5 weeks.
  
  At the end of July, they claimed that there was "a higher than usual demand" for the product, and it would be available mid-September.
  
  At the end of August, they claimed that the vendor told them that orders for the product would be running into late October and offered us an alternate product. However, *this product had been discontinued before April 2022!*
  
  On November 3, they claimed that they had "recently received a notice from the manufacturer that they halted production ... due to a material shortage". Again, *this product had been discontinued before April 2022!*
  
  On November 7, 2022, we asked SuperArbor to cancel the order and refund our money. They claimed that we would hear back from customer service in 3-5 business days. We never did.
  
  We also got no response to our emails on:
  * November 17
  * November 22
  * November 25
  * December 10
  
  In summary:
  * SuperArbor claimed that they had the product in stock
  * SuperArbor claimed that they were working with the vendor on an order for a discontinued product
  * SuperArbor claimed that the vendor had delays in producing a discontinued product
  * SuperArbor claimed that the vendor had recently discontinued a product which had been discontinued for at least 7 months
  
  In the two months since we cancelled the order, SuperArbor has ignored all of our emails and not refunded our money. They have had ample opportunity to "resolve the issue with the customer first", and have not done so. We do not have any faith that SuperArbor will resolve this issue without external pressure.

• Initial Complaint

  Date:12/08/2022

  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.

  On November 19 2022 I ordered flooring in the amount of 2195.35. My debit card was immediately billed the full amount even tho SB said they don't bill until order is fulfilled. The next morning I realized I may not have ordered enough so I placed an additional order in the amount of 480.37. Later that day I realized the color would not work with the rest of my already completed remodel. I immediately emailed SB to cancel both orders. They still billed and accepted funds from my debit card after the order was cancelled. I notified them I had cancelled both orders and was requesting a refund. The response was it takes up to 14 days to process the refund. It did not take 14 days to debit my account after the order was cancelled. I am requesting a full refund because their policy of billing be delivery is illegal and therefore does not constitute a 20 percent cancellation fee.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 8, 2022/12/26) */
  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 Terms & Conditions upon checkout when he/she purchased the items. We, understand the customer's frustrations and 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.
  
  
  Consumer Response /* (3000, 10, 2023/01/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The 20 percent cancellation fee is on money that should have never been taken out of my account. Part of the funds were drafted after I cancelled the order. The draft in total should not have taken place until order shipping was ready.

• Initial Complaint

  Date:12/07/2022

  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 purchased flooring from super arbor in August they delayed and delayed until some time in December frustrations grew I canceled my order demanding a refund to which they agreed upon still no refund to my capitol one a ccount which is why I'm reaching out to you
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/22) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by canceling the order $686.01 on 11/22/2022. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.
  
  
  Consumer Response /* (3000, 7, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Did recieve cancellation notice but credit card has not been re emberesed superarbor still owes capitol one the full amount

• Initial Complaint

  Date:12/07/2022

  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 a Husky mobile workbench for $898.74 on 03/20/22. After multiple attempts to reach them via phone and email, they finally confirmed that estimated ETA will be the 1st-2nd week of May. Then ETA was extended to May 28-June 5 and that the item is in transit. Then ETA was extended to June 23. They confirmed my order has been received and ETA was extended to 2nd or 3rd week of July. I was then told delivery is running late and ETA has been extended to 3rd week of August. ETA was then extended out to 3rd or 4th week of September. When the ETA was pushed out into October, I finally had enough and requested a full refund of my order on October 21, 2022. They responded on the same day (10/21/22) saying they have forwarded my cancelation request to their team and I should expect a full refund within 3-5 business days. I followed up with them on 11/01/22, 11/11/22, 11/16/22, and 11/21/22 to inquire about my refund status. Each time I was told the team was "working hard" on processing my request as soon as possible and should receive an email confirmation of my refund soon. I still have not received my refund as of 12/07/22 (more than 30 business days since my request). This company has been incredibly frustrating to contact with no reliability to anything they say, and are still not following through with my refund.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/12/22) */
  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 Terms & Conditions upon checkout when he/she purchased the items. We, understand the customer's frustrations and 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.
  
  
  Consumer Response /* (3000, 7, 2023/01/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After seeing their response to resolve this matter directly, I have emailed them two more times inquiring about my refund. They have not responded. As to their comment about discontinued and discounted products, this item was labeled as neither on their website at the time of purchase. In fact, the " Husky 62 in. 5-Drawer 1-Door Mobile Workbench, Matte Black" still listed on their website as of todays date with no indication that the item is discontinued or back ordered and is not discounted. They told me several times this item was physically en route to their facility and kept pushing back my delivery date. They have not indicated in any way that the product was discontinued (entirely the opposite).
  
  I was told my refund would be issued in 3-5 days. It has been 77 days and I still have not been refunded my money. I've waited in good faith for far too long and can not encourage others enough to NOT BUY FROM THIS COMPANY. I feel so ripped off.

• Initial Complaint

  Date:12/06/2022

  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 my order from Super Arbor on Aug 5th, 2022, but have not received order after multiple email interchange, so I asked for refund on Nov 14th, 2022, but still hasn't received any refund.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/20) */
  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 Terms & Conditions upon checkout when he/she purchased the items. We, understand the customer's frustrations and 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.
  
  
  Consumer Response /* (3000, 7, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received any items from them since the purchasing date Aug 5th,2022. If they don't have the products, why they sell them and charge the customer 20% for that? I requested refund in Nov 14th,2022, how long take them to refund customer for the items they don't even have?

• Initial Complaint

  Date:12/05/2022

  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 ordered flooring over two months ago and haven't received a ship date. The only thing I get back is an email saying it hasn't been shipped. I asked for a refund and no response. I just want my money back so I can find flooring elsewhere. This was all I had to spend on flooring.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/20) */
  We believe the customer's complaint is not valid at this time, as we have already done the best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. The customer's order has been shipped out, and delivered to the customer's address on file on 12/9/2022. The customer was also informed via email on the tracking number and expected delivery date. We would like to ask for your consideration to close the complaint as the customer's desired resolution has already been addressed and catered to.

• Initial Complaint

  Date:12/02/2022

  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.

  Order # ***** -
  Name: ***************
  Email: ***********************
  Body: Order #***** Hello, my wife and I are trying to understand possible timing on receipt of this order placed online June7th, roughly 6 weeks ago - can I still expect to receive this order ? Thanks for your help. Order summary Armstrong Ceilings 24-in x 24-in Easy Elegance White Coffered 15/16-in Drop Panel Ceiling Tiles × 33 White / Case $428.34 Subtotal $428.34 Shipping $99.00 Taxes $36.91 Total $564.25 USD
  
  After too many emails all of which were responded as follows:
  We're sorry for any inconvenience.
  Your request is still in-progress.
  We'll send you an email confirmation once completed.
  Please let us know if you have any questions.
  
  We requested a refund on -
  
  On Wed, Oct 19, 2022, at 05:18 PM, ************ <***********************> wrote:
  To whom it may concern
  This note serves as written confirmation of our request to cancel the subject order #***** shown below -
  The reason is it is now going on 6 months without so much as a call from Super Arbor regarding this order
  we are done waiting, and done with Super Arbor and this order.
  
  To this very day the only response we have received is -
  Super Arbor <*******************> Thu, Dec 1, 2022 at 11:35 AM
  Reply-To: Super Arbor <*******************>
  To: ************ <***********************>
  Hi*********
  
  Thank you for your patience.
  I have followed up your refund to our team.
  Once processed, we will send you an email confirmation.
  Please let us know if you have any questions.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 8, 2022/12/20) */
  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 Terms & Conditions upon checkout when he/she purchased the items. We, understand the customer's frustrations and 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.
  
  
  Consumer Response /* (3000, 10, 2022/12/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  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"
  
  This "escalation" has taken over 10 months - Further their response of -"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 product I attempted to order was neither discontinued nor discounted - further the very same product is STILL available to order via their web site.
  These people are flat out crooks. No reputable business takes 10 months to issue refund, against a customer order they never even attempted to fulfill
  
  I expect a FULL refund within the next ten days or I intend to take further action.

• Initial Complaint

  Date:12/02/2022

  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.

  On January 15, 2022, I placed order #**** for $261.72. I was quoted 3-10 weeks for delivery. After several months of back order, I received an email on September 23, 2022 asking for an additional $110 for shipping. I declined to pay extra for shipping since we paid for it on the initial order. The customer service team indicated that day that the order is canceled and refunded and we will receive our refund in 3-5 business days. It's not December 2, and we have received no refund. It is impossible to talk with anyone as their phone goes straight to voicemail. We will consider this case closed when the refund has been processed to our card or a check for the full amount has arrived at our residence.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/19) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $261.72 on 11/16/22. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.
  
  
  Business Response /* (1000, 7, 2022/12/20) */
  ***Document Attached***
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $261.72 on 11/16/22. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.
  
  
  Consumer Response /* (3000, 9, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only thing that is attached is a screenshot that the order was merely canceled on 11/16/2022. There is no indication that a refund has actually been processed. Further, there has been no refund deposited on our end, meaning that the merchant has lied about the circumstances. Also, the original terms and conditions were not published in full and are unavailable in the version from last year. Finally, it is a bad business practice to charge people for items that are not available. There was no indication that the items we were trying to buy were backordered. It was not until months of back and forth that we found that out. The shady business practices of this merchant need to be made public, which is why we have chosen to use the BBB. The more people that know, the better. We will only accept a response when our card has been refunded or a check in the full amount stated is received and deposited.