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: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.

  I ordered a Christmas Tree in March of 2022 from Super Arbor on their website. Order# ***** They took payment on 3/15 on my AMEX for $598.99. After not receiving the product or getting a refund I contacted them beginning 10/10/22. Got an automated response that I would hear back in 3-5 days. Received on 10/11 their response "We're sorry for any inconvenience. We've forwarded your request to our team. Please allow them 3-5 business days to review the cancellation request. Please let us know if you have any questions. NOTHING !! Sent an email on 10/21...Got another response they were following up with their team...Once processed will send me an email confirmation.
  AGAIN NOTHING !! Sent Email on 11/4 telling them I had NO response and I was going to report them to BBB and AMEX...got email back saying " This has been escalated to the team in high priority.
  You should receive a confirmation email shortly on this request." AGAIN NOTHING I also called them on 11/4 and was told that they were escalating to the team in high priority...AGAIN NOTHING. Beyond frustrated as I have given them ample time to refund my money. I am just getting the run around from them.
  

  Business Response

  Date: 12/19/2022

  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, however, 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, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same run around they have been giving me. Saying it has been elevated to the hightest level. I don't think I should be charged 20% for something that was ordered , wasn't shipped and was never given a reason for it not being shipped. This is a very bad deceptive practice. I have also turned them into American Express as of today ...

• 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?

• Initial Complaint

  Date:11/20/2022

  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 ************** on 01 June 2022 and received an email confirmation. Per the email I allowed 10+ weeks for the order to ship. On 01 October 2022, I requested cancellation and a refund of the order and received a response stating I would be contacted in 3 to 5 days. This did not happen. On 19 October 2022 I followed up with an email requesting an update, and received a response stating my refund request was forwarded to "our team" and I would receive an email confirmation. This did not happen. On 31 October 2022, I sent an additional email requesting an update on the refund and received a response on 01 November 2022 stating my request was still "in-progress". I followed up the same day with an email asking additional questions, and as of today (20 November 2022) I've received no response.
  
  I would like this order refunded in full to Affirm.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 8, 2022/12/12) */
  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, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per the merchant's website, items should ship in approximately 10 weeks. I allowed 16 weeks to pass (with no updates) before reaching out to cancel the purchase. The merchant had more than ample time to provide and update on the status of the order. The merchant has had more and ample time to process a refund. I assume, based on the number of similar complaints, the items never existed in the first place, nor would they have ever shipped.
  
  I paid this merchant for items I did not receive within their specified time-frame. I request a refund in full.

• Initial Complaint

  Date:11/19/2022

  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 February 20, 2022 I ordered a bathroom vanity for $874.30 plus shipping and taxes, bring the total to $933.70; I was advised that shipping could take 3 to 10 weeks. On May 5, 2022 I reached out regarding my order as it had been over the 10 week estimate and got a response that my delivery was running late and the new estimate was between the first and second week of June. On June 9, 2022 I reached out again because it was now the second week of June and I had still not received a shipping notice. They advised that my order had been delayed due to increased demand and that the new estimated ship date was July 12-19. On July 30, 2022 I reached out again to check on the status of my order. I was told that the new estimated deliver was the third or fourth week of August. On August 19 they reached out to me to let me know that the original cost of shipping, $39.99 only covered 40 pounds and I would need to pay additional shipping fees, totaling $200 to receive my item. I replied and let them know that because I had been so accommodating in the delays that I would like my additional shipping fees waived. On August 29, 2022 they said they would reach out to their team and let me know. By September 18 I still had not heard anything so I reached out again to follow up. By September 28 I had determined that I would just prefer a refund because I had waited for 7 months and was now being told I owed additional shipping fees. I let them know that I'd like them to process my refund. On October 29 I had not heard back about my refund so I reached out again. On November 3 I still had not heard back about my refund so I reached out again and let them know that I would be filing a complaint with the BBB if my refund was not processed in the next week. On November 4 they let me know that my request was being forwarded to their team as high priority and I would receive a confirmation once my refund was processed. It is now November 19 and I still have not received my refund.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 8, 2022/12/12) */
  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, 15, 2023/01/07) */
  This item was not discounted or discontinued so their cancellation policy is not relevant here. I still have not received any communication from Super Arbor, and they have acknowledged that my complaint is valid in their response.

• Initial Complaint

  Date:11/18/2022

  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've made a purchase of 700 dollars worth of flooring and i've just been lied to for a few months now about the order and i can't get a refund. so ridiculous. thank you
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 8, 2022/12/12) */
  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, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I read and agreed to the terms and conditions but why the hell have i waited 3 months for a refund. Please for the love of god just give me my money back since obviously you guys aren't gonna send me the product. wouldn't recommend your company to my worst enemy. thanks. I will not be accepting this response until I ACTUALLY get my money since i've been told it's been being processed for three months now.

• Initial Complaint

  Date:11/17/2022

  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.

  We made a purchase on 7/4/2022 in the amount of $325.49 for floor tile. They advertised the tile to be in stock, the email confirmation after purchase noted it would take 3-10 weeks to ship.
  On 7/14 I was advised the ETA for shipment was 6-8 weeks.
  On 7/30 they told me it would ship the 3rd-4th of August.
  On 8/17 I emailed them because I had not heard anything, they then told me it was delayed until mid to late October and offered me a replacement with a similar tile (which would not work as we already have the tile we ordered installed in our home- just need more).
  On 10/6 I emailed them for another update, they told me it was once again was delayed until the 3rd-4th week of November.
  On 11/8 I emailed them for an update and they stated the vendor is having a material shortage and they have no definite ETA for shipment and how we wanted to proceed.
  I requested a full refund on 11/8, they advised me it would take 3-5 business days to review and process my request, 7 business days later they will not return my emails or phone calls.
  Sadly, this seems to be there reputation as I read all these reviews/complaints.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 10, 2022/12/12) */
  ***Document Attached***
  We believe the customer's complaint is not valid at this time, as the customer's order has been canceled on 8/1/2022 (please refer to the attached document for relevant screenshots). We initially reached out to the customer's card provider to inquire if the cancellation went through, and according to them, "Depending on your customer's card issuer, the original charge should have disappeared from their pending charges by 8/8/2022. Their bank should be able to confirm this for them." 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 and recommend the customer contact their card provider directly to inquire if the charge was reinstated into their account.

• Initial Complaint

  Date:11/16/2022

  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.

  March 28, 2022 I ordered 240.89 USD worth of ceramic floor and wall tiles. On June 2 I emailed them asking if I could get an update on my order. They stated that the ETA would be 3-4 weeks from today (June 2). July 19 I contacted them again asking what the status of my order is. They replied that the ETA has been pushed back til 4th week of August. I asked them if they even had the tiles in stock. I also asked them if I could get a refund. August 25 they sent me a picture of a tile which was not the one I had ordered and said this is the replacement for my review and approval and that I would get it late mid October. I replied and said that the tile doesn't match what I currently have and that I would just like a refund for the total amount of money. August 25 they replied and said sorry for any inconvenience and they have forwarded my request to their team Sept. 9 I contacted them again asking if I could get an update on what is happening with the order. They replied that they have followed up your refund to our team and once processed they will send an email confirmation. October 24 I asked them for an update on my refund. They replied my request is still in progress. Nov. 4 I contacted them again asking how long their refund progress takes. I stated that I have been very patient but it shouldn't take this long. They replied saying their refund team is working very hard to complete my request. Nov. 9 I contacted them and said that if I didn't get a full refund in the next couple of days I would be contacting the Better Business Bureau. They replied saying it has been escalated to the team in high priority and that I should receive a confirmation email shortly. It is now Nov. 16 and still no refund. Almost 8 months now of waiting.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 8, 2022/12/12) */
  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, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I ordered the product almost a year ago it did not say the product was discounted or discontinued. In fact it is still on their website for purchase. They informed me they would substitute the tile I ordered for something completely different that wouldn't match what I have. After this long process they asked how I wanted to proceed. I didn't cancel my order. If they had the tile I would take it but they don't. I told them I would like a refund if they don't have the tile I ordered. Why would I want to pay for something that I didn't order. They have had several months to deal with me directly but they haven't. Months ago they told me that my refund has been escalated to the team in high priority and
  That I should receive a confirmation email shortly on this request. Never heard back and never received an email even after I tried asking for an update on this refund. This is a total scam and I think others should be warned of this so called business.

• Initial Complaint

  Date:11/15/2022

  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 wood flooring from Super arbor on August 4, 2022 order number ******* After I researched this company on bbb.org and realized they are not a legitimate company, I emailed to cancel my order on Sept 1, 2022. I got responses of "we will forward your request on". Since then I have tried to dispute with my credit card company, and continue emailing the company to get a refund with no success. And I still have not received my order. I would like help to get a refund of $816.70.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 15, 2022/12/12) */
  ***Document Attached***
  We believe the customer's complaint is NOT valid as the customer recently opened a dispute via their card provider on 9/20/22 before the BBB complaint was opened. Typically, any refund is put on hold when a dispute is opened and until a resolution is reached. A resolution was only reached last 11/21/2022. 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 ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's bank and the refund request has already been escalated.
  
  
  Consumer Response /* (3000, 17, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The bottom line is, I have received NOTHING from Super Arbor. I ordered over $800 of wood flooring and have received nothing. My bank closed the dispute a while ago. I have been charged over $800 and have nothing to show for it. Super Arbor, would you like to tell me where my product is? This whole thing would not be an issue if I had received what I ordered. But I have received NOTHING! How can you defend charging someone when you haven't give them what you're charging them for? This company is a complete scam. Read all the other BBB complaints.

• Initial Complaint

  Date:11/14/2022

  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 placed 2 orders with Super Arbor for flooring and quarter round molding. No.******* for $762.51 for flooring and NO. ****** for $170.70 both of which included shipping costs. I am now 7 weeks later getting an email stating my order is ready for shipment at an additional $170.70 in freight costs. When I send a message it takes 2 - 3 days later to get a response. I wrote this morning to cancel my order and receive a full refund. I am reading that the company is slow to respond to a request for a refund. I have pictures on my phone of the receipts not sure how to send those.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 8, 2022/12/06) */
  The order was already refunded.
  
  
  Consumer Response /* (3000, 10, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company states they have refunded my money I haven't received it
  
  
  Business Response /* (4000, 12, 2022/12/12) */
  We believe the customer's complaint is NOT valid at this time, and Both orders #****** ($762.51) and #****** ($170.79) on 11/14/2022 but due to an error with the payment processor, the refund didn't go through. The customer then opened chargebacks for both orders on 12/10/2022. 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. Moreover, the customer's desired resolution of a refund has already been addressed and catered to back on 11/14/2022.
  
  
  Consumer Response /* (4200, 14, 2022/12/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No refund was issued by this company that's why I had to go through my credit card company and file for fraud. And I repeat no refund was ever issued to me by this company has requested

• Initial Complaint

  Date:11/14/2022

  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 placed an order (Order #****) with Super Arbor on Jan 15, 2022. The item ordered was a 7ft pre-lit Christmas tree. The total amount of the order was $318.99. When I didn't receive shipping confirmation by February, I called Customer Service & was told it was now expected by the end of April. Since it is a seasonal item, we were OK with waiting. July 18, 2022 is the next time I contacted Customer Service. I had received no updates or communication from Super Arbor in the meantime. I was told the new ship date would be mid-August. So I called August 17 & was told the item was now out of stock. I said that made no sense as I could go on their website & place the same order & it does not say "out of stock". Now I'm being told it's expected the 3rd or 4th week of September. Also, on Aug 19, I received an email offering to substitute a different tree, but it was too big for our space so I said I would check back in early October. Again, no communication received since August so I sent an email on Oct 14 requesting the status of my order. I received an email the same day saying "we are experiencing higher than usual demand and your order has been impacted by the delay. The order's updated ETA is late November." After all these months of delay, I really don't believe anything Super Arbor says, so I sent an email on Oct 19 to cancel my order & request a FULL REFUND. Their response is the exact same as every other complaint on BBB's website. "Please allow 3-5 days to review the cancellation request." So I email again Oct 27 & the response is "your request is still in progress. We'll send an email confirmation once completed." Then on Nov 4 I read all of the complaints online & sent SA an email demanding my refund now! Their response (Nov 4) is again "once processed, we will send you an email confirmation." I have received no communication since Nov 4. I have ALWAYS had to initiate communication-they never send updates. How is this company allowed to stay in business???
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 15, 2022/12/12) */
  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, 17, 2022/12/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I expect a full refund of $318... period! I ordered a product that was advertised on Super Arbor's website. I paid for the item (Christmas tree) and, after 11 months and counting, have never received what I paid for. I have never experienced such horrible customer service from any other company and I absolutely DO NOT want to have BBB turn this complaint over to Super Arbor to resolve directly with me (the customer). All they do is send "form letter" emails making statements they never intend to follow through with, & we as the consumers, feel helpless . The Grinch has already stolen Christmas for our family. Now refund
  the money you have stolen, Super Arbor.