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:12/01/2022

  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 number ******. I ordered flooring from this sham of a company. They took my money, requested more money for shipping, and then never sent my product. All they did was create a shipping label and then never did anything else. They are thieves pure and simple. I should have read their reviews before giving them my money. I want a refund but I'm not holding my breathe.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/18) */
  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, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I do not accept the company's response because I still haven't heard from them nor do I have a refund. When they refund me, I will drop the complaint, but not before I have my money back as I do not trust this company at all.

• Initial Complaint

  Date:11/30/2022

  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 an appliance from this company that cost over $10,000 in May of 2022. The arrival time of the product was supposed to be 8 weeks. After 8 weeks, I contacted the company and they made promises that the product was on the way. I continued to check in with them over the next 5 months, but it would take weeks to get very vague responses back or no response. They seemed to be leading me on to try and drag out the refund or delivery process over a long period. At this point, nobody answers the phone number from the website and it seems they have stolen my money. I have email correspondace going back 6 months at this point.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 8, 2022/12/18) */
  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, 10, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from Super Arbor indicates that orders may take up to 35 business days for delivery, my order has been with them for 8 months! After multiple calls and emails after the 35 business days my order was escalated, but that was 5 months ago in August of 2022. I have asked numerous times for a refund and they refuse to refund my order. They no longer respond to email or phone calls. This company is scamming people and I will continue to outside this case through the BBB and private legal action as needed. The response sent by the company does not validly address any of the issues of my case. I need a refund.

• Initial Complaint

  Date:11/29/2022

  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 floors on 10/23/2021 for $798.80 (order #****) and was told 3-10 weeks for delivery. I requested an update for my order via email on 2/8/2022 after it still haven't arrived. I received a response on 2/11/2022 stating it would be another 4-5 weeks. I then emailed the company to inquire once again on delivery update on 4/6/2022. On 4/8/2022 they responded that the delivery should be the 2nd or 3rd week of April 2022. After still not receiving the order, on 7/26/2022 I emailed the company again requesting an update on my floors. They responded on 7/27/2022 stating the updated delivery date would be between 8/28/2022-9/3/2022. On 8/17/2022 I emailed the company requesting a full refund and to cancel the shipment. The company responded on 8/17/2022 stating they will forward the request to their team, and that it would take 3-5 business days to review and process the request. I emailed the company on 9/6/2022 asking if the refund request has been approved. After no response I emailed the company again on 9/26/2022 asking again when I would receive my refund. I received a response on 9/27/2022 stating that a confirmation email would be sent to my email once it was processed. After waiting once again, I emailed the company on 11/14/2022 asking for my full refund as it has been over a year at this point to receive a refund. I still have not received a refund or email with an update on when this will be processed.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 14, 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.

• Initial Complaint

  Date:11/29/2022

  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 two rolls of sub-flooring and three floor heat units from Super Arbor. It was billed to my card on 09-19-22 for $340.48 (Order ******). The sub-flooring valued at $78 was shipped promptly. The heat units were listed as "preparing for shipping". They did not ship so I started contacting them in Late September. I was given some shipping dates that they did not meet. Then on Oct. 1 I was contacted that they wanted to raise the price on the remaining items by approx. double ($149x3). I asked for a refund. This started a chain of approx. 20 emails with them saying I would get a refund. To date no refund has been given.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 14, 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, 16, 2023/01/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response appears to miss the point of my complaint.
  1) The product was purchased and paid for.
  2) Super Arbor would not ship the item unless I paid nearly double the original purchase price.
  3) Only then did I ask for a refund.
  
  I will still accept the item at the original price, which was paid.
  
  Or, a refund would be acceptable.
  
  I believe most of their response is irrelevant since they have not provided a purchased item or a refund at this time. Significant shipping costs were also paid with the original order.

• Initial Complaint

  Date:11/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 want to cancel my order because they kept changing the date it was suppose to arrive. Then it was back-ordered.. So I called to cancel the order and was told to email the request. I was answered by a bot saying:"This is an automated message to let you know that we've received your message. You will hear back from one of our customer agents in the next 3-5 Business days".
  I did some checking on this company and it seems they're nothing but a scam site and you've had dealings with them.
  All I want is my money back.
  **********
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 8, 2022/12/22) */
  The customer's payment authorization expired for $158.68 USD on 12/16/2022, so no amount has been captured and the amount has already been returned back to the customer's account. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund/cancellation has already been addressed and catered to.
  
  
  Consumer Response /* (2000, 10, 2022/12/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/25/2022

  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 shower on Sat, Oct 9, 2021 and paid for the item plus shipping. I heard nothing from superarbor for 3 months and I followed up in January. They responded saying it would be another 2-4 weeks. I waited for another month and contacted them again. At this time they said the price had increased and I would need to pay the difference. I requested a refund since they don't appear to have any intention of shipping the item. All this time the item still shows as in stock on their website(as it does currently).
  After going back and forth several times asking about the status of my refund my order status page disappeared and it is no longer show when I click the status link in my confirmation email. They seem to take orders without any intention of delivering and then just delay until the customer gives up.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 14, 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, 16, 2023/01/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response.
  I waited several months for the item to be shipped and I never was.
  When I requested an update I was told it would cost more.
  When I requested a refund was indefinitely delayed.
  I requested a refund over 6 months ago and it's been "escalated" at least twice with no updates.
  
  The item is still available for sale on the website as of 1/3/2023.
  
  I don't believe there was ever any intention of shipping the item or issuing a refund and I won't accept anything less than a full refund for the item an shipping cost that I paid.

• Initial Complaint

  Date:11/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Paid Super Arbor $456.49 for order #**** vinyl tile February 2022. An eta was given then continuously pushed out. I finally requested a refund in August. They have not refunded my money and have not shipped product.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 15, 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 /* (2000, 17, 2023/01/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  20% cancellation fee is acceptable if company will send refund asap.

• Initial Complaint

  Date:11/23/2022

  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.

  Store: Super Arbor phone *************
  order no. #***** walking shower kit for $1,938.59
  order place 05/13/22. After 3 months was called telling me wanted $500 more. At that point I cancelled and have been waiting for refund for last 3 months. This is November 2022 and still no refund. Please help as company seems to keep stalling and not wanting to get refund or any services. This is clearly a scam. I happen to see other people with same issues. Please help.
  

  Business Response

  Date: 01/17/2023

  Consumer Response /* (-5, 9, 2022/12/09) */
  they started blocking my phone number because they refuse to give me same information to give it 3-5 days for confirmation and expect e-mail. E-mail never comes and now it's 6 months they have money and not answering e-mails, phone calls or messaging is as if they're planning to keep my money.case #***** for the amount of $1938.59
  
  
  Business Response /* (1000, 10, 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 $1,938.59 on 12/15/22. Depending on the customer's cardholder, the refund may take 10 -14 days from the date of refund for it to be processed. 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, 12, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is Dec 26th and still no money. order no. ***** funds were taken 05/15/22 $1938.59. I contacted SUPER ARBOR to let them know I no longer have original credit card because was canceled due to them asking for more money. SUPER ARBOR already knows funds $1938.59 will not go back onto original credit card so I gave them new credit card and they have my address so they can issue a check. this is close to deadline of 14 days and still no funds back into my bank.

• Initial Complaint

  Date:11/23/2022

  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 July or August, never heard anything until the charges were billed in October. I never received tracking information so I contacted the store and was told my product didn't ship and it may be several months before it does ship. I told them I was not comfortable paying if product didn't ship, I told them to cancel my order then and refund my money and after that they stopped answering, I've sent several more messages asking for a refund but they will not respond. I just want a refund for the product they don't have and never shipped
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 8, 2022/12/19) */
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a dispute via their card provider on 12/13/2022, even though the customer still has an active BBB complaint. After we submit a formal response to the customer's card provider and we receive a resolution, we ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's bank. Typically, any refund is put on hold when a dispute is opened and until a resolution is reached.
  
  
  Consumer Response /* (3000, 10, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  super Arbor was given 2 months to return my money after I canceled and they have refused, they refused to answer the BBB complaint for several weeks so they were given plenty of opportunity to resolve this and refused, I have been out over 200hundred dollars for almost 3 months and super arbor has not been willing to do anything to resolve

• Initial Complaint

  Date:11/22/2022

  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.

  May 11th 2022 I ordered flooring from super arbor I paid $380.74 and was given an order number of #*****. I contacted the company in July for an update and was first told I would get tracking info for my order in four weeks. I then got a call stating it would be pushed back to sometime in September due to the flooring being discontinued. So September 30th I called and was told they are getting a shipment in Oct 7th and I will get my tracking info that following week. Oct 25th comes I call for an update for I was never sent anything and I'm told it is on back ordered till December I was offered to get a refund and submitted my request in writing as asked and was told someone would get back to me in 3-5 business days. After ten business days I asked about my refuned and was just told it was still processing was given no other information.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 14, 2022/12/19) */
  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 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 /* (2000, 16, 2022/12/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept under duress. This company never made it known on the website that the item was ever discontinued and is still posted for sale on the website and should consider removing the post suggesting that they have this readily available today. They should also follow the guidelines on own website in automated email that says they will respond within three to five business days it's interesting how the company will pick and choose which of its own policies to follow. And left me waiting to to 10 weeks for a response after emails calls etc and refuses to speak to me since I opened this case even hanging up on my husband.
  
  
  Consumer Response /* (3000, 22, 2023/01/03) */
  Since accepting this I have still not heard anything about my refund from the company. Have they told the BBB when I will see my refund?