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:11/03/2022

  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.

• 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.

  1/11/2022 we placed Order (No ****) 5 x Sun *** SJFP35-STN-B Fire Pit Bowls. Paid $255.54 with credit card.3/23/2022 Emailed Super Arbor and asked for tracking and delivery information as I had not received the order. SA replied 3/24 to say the delivery was "running late" and *** was mid April.5/11/2022 I emailed again requesting an update. No response 8/17/2022 I emailed SA again asking for an update or a refund. They responded with"new *** 2nd-3rd week of September."8/18/2022 Messaged SA "Please continue with our order. Please contact us if the *** for this order is delayed any further than the end of September 2022."8/20/2022 Received offer from SA to provide a replacement product of a different size. (No mention of any change in price.)8/23/2022 We agreed to the offer. "Please go ahead with Option 2: . 33 in. x 5 in. Round Classic Steel Replacement Wood-Burning Fire Pit Bowl" 8/25/2022 Received email asking for an additional $320.30 for just 1 Firepit bowl. (Original order in *** was 5 Firepit bowls for a total of $255.54)8/25/2022 I replied with "Please refund our initial payment for this order. I DID NOT agree to pay more for a substititute because YOU cannot supply what I purchased. Please refund immediately and cancel my order."8/25/2022 Received message from SA. "We will forward your request to the team. Please allow them 3-5 business days to review and process this request. We apologize once again, for the inconvenience this has caused. Thanks, Super Arbor Team 9/13/2022 Emailed SA again with "Please cancel this order #**** and refund my account immediately." 9/14/2022 Recieved reply "We have followed up on this request with the team. A confirmation email will be provided once processed. We apologize for the delay.10/12/2022 We have not received a refund or any message. Super Arbor did not deliver. We have made repeated requests for a refund over many months. We require an immediate refund to credit card. The alternative is a chargeback to the CC.

  Business Response

  Date: 12/02/2022

  ***Document Attached***
  We believe the customer's complaint is NOT valid at this time as we have already resolved the issue with their card provider. The customer opened a dispute on 11/2/2022 and a BBB complaint on 11/3/2022, and the dispute was resolved in favor of the customer on 11/28/2022 of $ ******. We ask for your consideration to close this complaint as resolved as the customer's concern has already been addressed
  See Attachment/File: ***********************************pdf

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company took my money and refused to provide a refund for 9 months until I finally took action by reversing the Credit Card Transaction with my Credit card company. Super Arbor DID NOT resolve the matter. They are clearly very good at scamming buyers who purchase goods online in good faith, by not shipping the goods and then refusing to provide refunds after months of correspondence back and forth. Then they have the hide to say THEY resolved the issue because I too action and reversed the credit card charges. Worst **************** experience in my life.

• 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.

  Super Arbor claims to be a BBB accredited business. You can find the claim on their website under the "Who We Are" tab. Based on the complaints here, and all over other review sites, it is obvious why they are not accredited. But to still put to logo up on their website is disingenuous. I've sent a few emails to support asking if they are actually accredited with no response.
  
  (******************************************)
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 8, 2022/11/29) */
  There is no order found under the complainant's name or email address in our records. As a policy, we will only entertain complaints from our actual customers.We would like to ask for your consideration to close the complaint as the complainant's case regarding the BBB logo still on the SuperArbor website is a matter that is being coordinated/communicated between BBB and the SuperArbor's representatives.
  
  
  Consumer Response /* (3000, 10, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a matter of misrepresentation, which seems to be a recurring theme with this company (based on other complaints). Simply, SuperArbor is not a BBB accredited business, but they claim to be on their website.

• Initial Complaint

  Date:11/02/2022

  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 March 27, 2022 I purchased $577.34 of wood flooring, order *****, from SuperArbor of Palo Alto Ca ****** Their Email is: ******************* Phone **************, or *************** website superarbor.io.
  
  I never received my wood flooring items. It is now Nov, 2022. 6 months later, after many phone calls and emails - nothing. No flooring, no refund. They always reply with "We'll get back to you" but they don't. They claim they are out of stock, or want another $300 for more of nothing. I want this order cancelled and a refund of my money.
  

  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 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.

  Business Response

  Date: 12/05/2022

  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 ****************** upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  Customer Answer

  Date: 01/16/2023

  I have not heard from SUperarbor at all.

• Initial Complaint

  Date:11/02/2022

  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 a water heater. I finally received it after months of waiting and being charged $200 more for shipping. When I received the water heater it was very damaged and not installable. I contacted Super Arbor, they had me ship it back to them. I have been contacting them about my refund. They keep saying they're going to send my refund and I have not received it. I sent the water heater back in September of this year.

  Business Response

  Date: 11/08/2022

  *** Document Attached ***
  The order was already refunded.
  
  See Attachment/File: Screenshot 2022-11-06 at 12.55.42 AM.png

  Customer Answer

  Date: 11/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am owed ******. They added a 200 dollar shipping charge after I completed the order, and they haven't agreed to refund that shipping charge. Also, I informed them that the credit card I purchased the water heater on was hacked and I had a new one. They said they wouldn't refund my money to any other card. So I have not received any refund.

  Business Response

  Date: 12/05/2022

  ***Document Attached***
  We have already resolved the issue by issuing a full refund of $469.80 on 11/2/22 and the customer was informed via email about this. 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. The customer's shipping fee under order #****** worth $216.42 is not eligible for refund as the fee has been used to ship out the item which has been delivered to the customer.
  See Attachment/File: ***************************************pdf

  Customer Answer

  Date: 12/14/2022

  The business stated I was not eligible for the shipping fee because the item was shipped to me. The item was severely damaged when I received it and was so damaged the water heater could not be installed. The company also charged a $30 shipping fee that was included in the $469 price of the water heater, which they refunded to me. IF they're not refunding a shipping fee why did they refund the $30? If the item is damaged upon receipt why would I have to pay for shipping? The company should refund my fee. I had to repackage the item and send it back to them.
  

• Initial Complaint

  Date:11/02/2022

  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 April 29, 2022 I ordered tile for my floor. They advertised fast shipping. After I placed the order, the confirmation said 3-10 wks. delivery. WHAT? They charged my credit card when the order was place 4/29/22. I waited 4 wks. then emailed them about my order. They emailed back and said it would be 4-6 wks longer. I waited another 4 wks. and emailed again. They came back and said another 4-6 weeks. Then pushed back to Aug. I said, if I wait till Aug., then you will push it back to Sept. so they offered me a similar tile but it was 3 times the price. So, at that point, I cancelled my order and asked for a refund. They said it would be refunded in 3-5 business days. Emailed them several times with the same response, "they turned it in to be processed". I has been seven weeks and still no refund. They owe me $262.78. I would like to have my money back.
  I filed a complaint with the BBB ***************************************** The vendor did reach out to me the day before the deadline and agreed that I deserved a refund, but minus 20%. I agreed with that and they said they would expedite my refund. That was 10/06/22 and I still haven't received a refund. I emailed the BBB but only got a survey back. Please help me get my refund.
  Thank You,
  ************
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 8, 2022/11/29) */
  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, 10, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same response that the vendor gave 2 months ago. I agree with the 20% deduction. Still no refund. Please credit me the remainder of the money ASAP. You couldn't supply me with the product and you offered a different product at a much higher price or to cancel the order. So I canceled my order. I deserve this refund.
  Thank you
  ************

• Initial Complaint

  Date:11/02/2022

  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.

  This company is a complete scam, just look up the Trust Pilot reviews and you will see many of the same experiences.
  
  Basically, you buy a product, then you get an email saying shipping will be 3-10 weeks, a bit long and not made apparent to the customer in the usual way, but ok.
  
  Then comes 10 weeks and you email to see what's going on, then they say another 3 - 5 weeks?! So you wait, and then after 5 weeks, guess what, still not shipped and they now they won't even give a date.
  
  So then you ask for a refund, mind you, then weren't even supposed to charge your credit card until the order was "fulfilled" and then they say they will "review" it in 3-5 business days.
  
  Guess what, the 5 business days comes, you reach out to the company, and they just say they are still reviewing and will reach out to me (with no time frame).
  
  At this point, I do not expect to get a refund and if I do, I expect a 20% charge from them for "restocking" even though they broke the contract by not meeting the shipping advertisement, not even close, not even at all as nothing is ever shipped.
  

  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 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.

  Business Response

  Date: 12/05/2022

  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 ****************** upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  Customer Answer

  Date: 01/23/2023

  ***Document Attached***
  The terms and conditions do not apply, as they not only breached the agreement by never even shipping the item within the original delivery time or even multiple changed delivery times. Further, the item was neither discounted or discontinued.
  
  I have attached a screenshot of the item still on their website and not showing any discount as well as emails of all the communications showing them missing many shipping promises as well as saying they would refund which they never have and are now fighting my credit card dispute.
  
  They are scamming many people by charging them and never sending anything as seen by many other reviews.
  
  See Attachment/File: Gmail - Re_ Order ****** confirmed

• Initial Complaint

  Date:10/31/2022

  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 6, 2021 I ordered a door from Super Arbor. The order number was ****. My credit card was charged two days later. The door was supposed to be delivered in 3-10 weeks. I contacted the company multiple times and they assured me it would ship with in a month. Finally when I said I was canceling the order they said it had shipped (April 2022). Never received it and the was told by shipping company they never received a door to ship. I called credit card company to dispute claim for the $642 but it was outside their timeline and I received a letter June 7, 2022 to that fact. I sent it to SuperArbor but to this day they claim that they never got anything from credit card company and it takes time to resolve disputes. They have my actual letter from the credit card company. I tried calling today since it will be one year soon since I ordered it and they still are putting me off. I just don't know where to turn and I do not know how a company can outright lie to me and steal my money. I have been so patient and just don't want them to continue to steal from other customers.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/11/11) */
  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, 7, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been trying to work with this company since January of 2022. I just get excuses and they won't refund my money. After getting nowhere I told them I wanted to cancel but they said the order was already shipped. I accepted that but then suddenly the door was "lost" in transit and this was 5-6 months after I placed the order. I have spent hours on the phone, emailing them and getting documents and I just want the original amount I was charged in my credit card November of 2021 back. Most companies don't charge the credit card until they ship so because of all the issues I had with the company, my credit card said it was too long since it was billed and I gave that documentation to the company but they still won't refund my money.

• Initial Complaint

  Date:10/29/2022

  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 had something go wrong with my order, and I was promised a refund. However, the company stopped responding to my inquiries and the refund never came.
  
  I ordered some flooring that was obsolete. They told me they had just enough to cover my small need. They even gave me clear expectations that I'd have to wait a long time. I waited approximately 6 months. There were issues because of supply chain issues, but the company always looked into the order when I asked. However, it finally came to a point where they told me my order was lost and that they would issue me a refund for the portion of my order that was lost (I did have part of my order arrive).
  
  It's really bizarre because of how responsive they were initially. It's not even that much money. Since they decided to stop responding, I have called and emailed multiple times attempting to give them a chance to make it right.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/11/10) */
  We believe the customer's complaint is valid and we have already escalated this concern to look into the customer's 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. It must also be noted that one of the customer's orders were already partially delivered last November 2021 and still in their possession, so the customer is only due a refund for the undelivered 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, 12, 2022/12/09) */
  Since the company responded to my BBB complaint, there has been no effort made on behalf of the company to issue the refund. This is the same issue that I have had, where they say a refund will be issued, but nothing ever happens. Please help!

• Initial Complaint

  Date:10/29/2022

  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 ordered an electric riding mower from this company in May 2022. After repeated inquiries about the arrival of my purchase, I was told through email that additional money was needed in order to ship the mower. I received this notification in July of 2022. I cancelled my order and requested a refund. It is now October 2022 and I still haven't received my refund. I have repeatedly contacted them via phone calls and emails with no result.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/10) */
  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, 7, 2022/11/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The riding mower I ordered back in May 2022 was not discounted or discontinued at that time. I understand the 20% cancellation fee. I still have not received any communication from Super Arbor about this refund. Thank you.