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:11/14/2022

  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.

  This business is a fraud!!!!!!! I ordered two sink faucets and spent over 300$. That was months ago!! I requested a refund multiple times. Nothing. Do something or stop being anything of value!!!!!!!!!!!!!!!!!!!
  

  Business Response

  Date: 12/13/2022

  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.)
  I have not gotten a refund. The order was placed on August 6th. I called multiple times and was told over and over I would be getting my refund in a week. Still haven't gotten a refund. The response from the business does not give any information about a refund. They have no proof because they never sent a refund.
  
  
  Business Response /* (4000, 14, 2022/12/12) */
  ***Document Attached***
  We have already resolved the customer's concern by issuing a full refund of $337.99 on 11/14/22, which was finally processed and deposited to the customer's account on 12/11/2022. Based on our records, due to an error with the payment processor, the refunded amount took longer than the standard 2-5 days after the refund was processed.
  
  
  Consumer Response /* (2000, 16, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will accept the refund as a resolution. But the company took four months to refund the purchase. They would not respond to emails. Every time i called they said it would be done that week. What ever rating you give this company needs to be lower.

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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 purchased flooring in the amount of $1,594 from Super Arbor on 23AUG2022. I found out on 28AUG2022 that the lead time for shipping would be 4-6 weeks and that was far too long. On the original order, there was nowhere that said shipping time would be anywhere near that or I never would have ordered.
  
  On 29AUG2022 I requested the order be cancelled and refunded. I was advised the same day it would take 3-5 days to process.
  
  On 09SEP2022 I emailed them asking for confirmation of execution of cancellation and refund and received a response the same day that they would follow up with the team. I received no such update.
  
  On 04OCT2022 I emailed again asking for an update and for it to be immediately processed. I received a response that it would be processed and they would update me. That did not happen.
  
  On 27 OCT2022 I emailed again after continued lack of response. I received no response this time.
  
  I additionally called directly this time and was told it would be escalated and taken care of. This did not happen.
  
  On 7NOV2022, Over two months after cancelling the order that was never shipped, I advised them I would be reporting them to the ***.
  
  A refund needs to be given in full immediately. I have seen other messages in *** that Super Arbor attempts to give a store credit. This will not be acceptable. A refund in full to the credit card needs to be executed.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 8, 2022/12/05) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $1,594.00on 11/9/2022, but due to an error with the payment processor, the refund is still marked 'pending.' 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 have the customer follow up on the refund deposit directly with their card provider.
  
  
  Consumer Response /* (3000, 10, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please do not remove this complaint. It took months for them to issue a refund for a product that was never even shipped. You can see by the other complaints that this is a frequent practice by Super Arbor.
  
  Additionally I have not receive the refund they have stated they sent. It is now December 5th. I am waiting for word back from the credit card company to see if anything Super Arbor says they are doing is accurate.
  
  Ultimately even after the refund is properly processed I believe the complaint should stand to hopefully protect future customers from this company.
  
  
  Consumer Response /* (-5, 11, 2022/12/06) */
  I just confirmed with the credit card company that no attempt has been made from Super Arbor to process the refund at any point.
  
  
  Consumer Response /* (2000, 15, 2022/12/13) */
  The refund finally came through. I would still like all of my comments to remain on the *** profile. It should not have taken 4 months and myself and all the others you see on this profile to go to the *** for any type of appropriate service. Companies like this should not exist.

• Initial Complaint

  Date:11/09/2022

  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 fencing from Super Arbor that advertised fast shipping. I was informed that shipping would be 4 weeks. I called to cancel and was told I had to send it in an email. I sent an email and received a reply that they would respond in 3 days. They responded saying the order would be cancelled and too look for an email with cancellation information within 3 to 5 business days. Never received an email. I called for three straight days with no answer. I finally got a hold of someone named ***. He said that the order would be cancelled and was waiting for it to process. Nothing has processed and their is still a hold on my account for $426.00. I should have done my homework cause I can see now by looking on the BBB that there are a few of the very same complaints. I need this $426.00 taken off my Affirm account.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 13, 2022/12/06) */
  The order was already refunded and canceled.

• Initial Complaint

  Date:11/09/2022

  Type:Billing 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 May 17th, 2022 I made a purchase from the super arbor website https://www.superarbor.io/ in the amount of $253.73 USD. My
  Confirmation email stated to expect 3-10 weeks to ship orders.
  
  On August 12th I received an email stating "Current delivery ETA for your order is 3rd week of September".
  
  On September 1st I was notified that the tile I had ordered was "discontinued by the manufacturer, and our vendor who stocks discontinued items was unable to locate it." I immediately requested a full refund to my original form of payment. I was told on sept 19th to wait 3-5 business days to review the cancellation request. I have followed up on the form of email 3 additional times asking about my refund without resolution, always being dismissed and being told most recently on nov 1st "This has been escalated to the team in high priority.
  You should receive a confirmation email shortly on this request."
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 14, 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 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, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I request a full refund to my original form of payment as this was not listed as a discontinued item at the time of purchase.

• Initial Complaint

  Date:11/08/2022

  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.

  Purchased cabinet off their website on 8/7/2022. They said it would be out the 2nd to 3 rd week of September. It was never delivered. I asked about cabinet and told me middle of October ... and kept pushing back the date. I explained that wasn't good enough and if I couldn't get it by the date given I would need a refund and I would buy local... that was 9/21/22. And now I'm here in November and still no refund check or communication from company. They stated there team would be in contact and so far nobody . The cabinet was $1107.82 . It was a large order. Just need help .
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 14, 2022/12/05) */
  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, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never canceled order... they could not provide a product on schedule. They kept pushing back order. They could not give me a scheduled date when I would receive the product. They pushed product out way past scheduled delivery date. Months not days! It was not a special order. I ordered directly off there website. The company still has not given me a refund. They don't answer phone calls. And they live off the 20% restocking fee on a product they never had to give.I would not recommend anyone to this company. Scammers 100 percent.

• Initial Complaint

  Date:11/07/2022

  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.

  On May 29 2022, we purchased flooring from Super Arbor for $345.99 on AMEX credit card. We were originally told it would take 3-10 weeks for deliver. On Jul 3rd I asked for an update around the 6 week mark. They replayed back saying ETA was 2nd-3rd week of August. On August 16th I emailed again for a ETA since it was currently the 3rd week in August. They reached back letting us know it would now deliver between Sept 20-26th. I emailed on September 14th for a follow up and again on Sept 22nd. They reached back on Sept 26th saying the ETA was now November. They asked if we wanting alternative flooring or supposed to match another floor. After discussing with husband we decided to cancel. He called them Weds Sept 28th and they said he had to put in a formal email. They emailed same day saying it would take 3-5 business to review and process request. We emailed on Oct 10th for a status update. We emailed on Friday Oct 14th for another status. They emailed saying they have following up with the request team and we would receive a email soon. We still have not heard. I sent a follow up email on Oct 31st, and Nov 7th and still have not heard back.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 14, 2022/12/05) */
  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, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no indication on the website or check out that the items ordered were discontinued or discounted. If that was the case we never would have purchased the flooring. They also charged us a $100 deliverer fee and since nothing was ever delivered we should be entitled to a full refund on the that fee.

• Initial Complaint

  Date:11/07/2022

  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 a Pellet grill in the amount of 1075.34 on 8/10 order #******* I was told I would have the item by the 9/18 and received nothing. I have called and was told I would receive it by 10/6 and now at this point I continue to email the company requesting a full refunds and they respond with with have escalated the issue to the leadership and that I will receive a refund. However I have yet to receive a refund nor have I heard a response from anyone within the company. I am demanding a refund at this point from the company or I plan to reach out to my lawyer as I told them before.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 15, 2022/12/05) */
  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, 17, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received a call back from anyone at the leadership level to resolve this matter. I never saw any fine print nor was I told about any cancellation fees or discontinued merchandise. I'm simply asking for a refund. If they had the merchandise I would have received it by now but they clearly do not so I don't see how they feel it is fair to keep over $1000.00 of my money without providing a product.

• Initial Complaint

  Date:11/07/2022

  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.

  On 2 August 2022 I ordered $611.66 worth of *********************************************************** *********** Flooring from Super Arbor, order #******. They said my flooring would be delivered by the end of August. On Sep 3 I emailed them and asked them where my flooring was. They said it would now be the end of October. They made no attempt to contact me. On October 28th I again emailed the company asking them the status of my order. This time they told me they didn't know when it would ship. I told them to cancel my order and refund my money. They said it would be 3 to 5 business days. After waiting 8 business days, i have emailed them again. They have not replied. When I try calling the Company on several occasions, they never answer.
  

  Business Response

  Date: 01/17/2023

  Consumer Response /* (-5, 8, 2022/11/23) */
  ***Document Attached***
  Order Confirmation
  
  Consumer Response /* (2000, 17, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Consumer Response /* (3000, 23, 2022/12/29) */
  I have yet to recieve any refund from this company

• Initial Complaint

  Date:11/04/2022

  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 ordered Christmas gifts last year on December 5th, 2021. The order #**** for the amount of $247.56 included two items - a tool kit and wall cabinet. We received an email receipt and our credit card was charged for the full amount almost immediately. We were informed that the items were backordered and our ETA was 3-5 weeks so we patiently waited. In January, then in March, April, June and then again now in November, we have called various times, left voice messages and sent several emails inquiring about the delivery. We issued a cancelation request on June 29, 2022 for a refund since we never received the order. We received an email stating that our request has been forwarded to their team and to allow 3-5 business days to review the cancellation request. Again months later, no response - no refund. Finally, on October 10,2022, we reached a real person on the phone. ****, the representative, told me that he placed an urgent mark on the refund request and that the refund would be process by the end of the week 10/7/2022 and that an email confirmation would be sent soon after. To date, it's November 4th, 2022, we have not received the refund nor the email confirmation nor the order. We have called at least 10 times this past week and left several messages. No one answers the phone, let alone the emails sent to *******************
  We are demanding a refund right away and if we do not hear from them we'll need to take the matter further. We are sad because we did not read the B&B reviews /complaints prior to making the decision to purchase from Superarbor. We still hold hope that we will hear from them and get our refund.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 14, 2022/12/05) */
  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.

• Initial Complaint

  Date:11/03/2022

  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 made a purchase from superarbor.io and did not received the item nor refund upon multiple requests. Outlined information is as follows:
  - Transaction date 3/9/22
  - Transaction amount $614.83
  - Business website: https:********************
  - Nature of dispute: Refund for an order not received
  - I've made multiple requests to receive the item between April and June of this year to no avail. From June to November I've made multiple requests for refund to no avail.
  - Order******
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 14, 2022/12/02) */
  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 /* (3000, 16, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is an absolutely unacceptable response from this company. They accepted my money for a product and did not deliver it. They basically stole my money. I will look into filing a criminal lawsuit once I have the time and bandwidth. Unbelievable.