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:10/28/2022

  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.

  Complaint ID#:********
  Business Name: Super Arbor
  I filed a complaint company agreed I was due a refund I have not heard a word in one month company does not respond. I agreed to their terms of settlement. I do not know what else to do this is blatantly criminal.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/12/02) */
  We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. 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 /* (2000, 7, 2022/12/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/27/2022

  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.

  My husband and I purchased flooring through Super Arbor on 8/16/22, order # ******. This item was noted to be in stock and we were told via email by Super Arbor Customer Service that the current delivery ETA was 8/28/22. We were charged by Super Arbor on 8/17/22 for the flooring order in the amounts of 1,783.24 & 1,743.25.On 8/27/22 my husband reached to the company via email requesting an update on the order since delivery was expected on the 8/28/22 but we had not received any shipping information. On 9/30/22 Super Arbor responded saying the delivery was running late, and the new current delivery ETA is 2nd or 3rd week of September. My husband again reached via email to Customer Service requesting update on the order on 912/22. Response received on 9/13/22 pushing the delivery date back again to 10/4/22. At this point we were both concerned for the legitimacy of the company and we were running out of time on our home renovation and, could not wait any longer for a product with an unknown delivery. We reached Super Arbor via email and requested a cancelation of the order on 9/13/22. We received confirmation of our cancellation request on that same day, with an 3-5 business day to process the cancellation. We then began investigating the legitimacy of this company and found that countless other people with the exact same problem as us, and never receiving products they were already charged for. We also discovered that the flooring we purchased is actually an exclusive product that can only be purchased through Lowes by the manufacturer SMARTCORE. On 9/13/22 we reached to our credit card company to dispute both flooring charges because it was clear through our investigation that Super Arbor was a scam and we were never going to receive our order. 10/27/22 we were informed by our credit card company that Super Arbor provided their terms and conditions and that the dispute was overturned in Super Arbors favor. We have never received the product or refund, yet charged.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/09) */
  ***Document Attached***
  The transaction was disputed by the customer and this was already resolved in customer's favor.
  
  Consumer Response /* (3000, 12, 2022/12/01) */
  This case was not resolved. The company has not refunded us in any form. We have still been charged 100% for a product they do not have and have never had. They are 100% scam artist and the FBI should be contacted regarding their fraudulent business practices.

• Initial Complaint

  Date:10/26/2022

  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.

  Two orders placed:
  3.28.2022 for flooring - $4001.37 4-5 weeks for shipping
  4.13.2022 for more of same flooring - $908.32
  5.11.2022 informed that the flooring is now delayed until June
  7.5.2022 informed that the flooring is now delayed until August
  8.9.2022 informed that the flooring is now delayed until October
  Assuming they were never really going to get the flooring told them to cancel both orders 9.21.2022.
  Email from them said it was 3-5 days to issue the credit.
  Sent them several emails since with no responses. Spoke with a customer rep twice - he said he was escalating to the highest level and marking urgent both times and refund within a few days
  But still no refund after 3 weeks.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/09) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing full refunds for both orders #**** ($4,001.37) &******* ($908.32) on 11/8/22. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.

• Initial Complaint

  Date:10/25/2022

  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.

  On 9/10/2022, I placed an order (#******) for 2 boxes of Emser VIRTUE 9-Pack White 18-in x 18-in Glazed Porcelain Patterned Floor and Wall Tile. The total was $286.79, which included product, taxes and shipping. Super Arbor website states "As of 7/17/22, your credit card will be charged once fulfillment of your order is complete", however this is not the case. My account was charged on 9/19/22 for the full amount. (Let it be known that, as I'm writing this, my order is still marked "Unfulfilled" within my Super Arbor online account profile.) Then, on 10/03/22, once I realized my tile would not make it in time for my home renovation, I emailed SA customer support to cancel the order. I received a response email the same day, stating "We have followed up your order with our fulfillment, we will immediately update you as soon as we hear back from them." Fast forward to today, 10/25/22, still haven't heard anything or received any product. So, I decided to email them again. I immediately received a response email stating "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." Basically, the same thing they told me on 10/3/22. Unfortunately, I am just now reading all these other complaints wishing I'd read them before ordering absolutely anything from Super Arbor. No one should be waiting months to a year to receive a refund. I want my money back for products I did not receive. I believe they never planned on fulfilling my order. This "Company" needs to be investigated immediately, the red flags are bright, and they have SCAM written all over them. Any help is greatly appreciated.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/09) */
  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, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is unacceptable. I want my money back for items that I paid for and have not received. This company told me up front that I would receive my product within 3-10 weeks, and that has not come to fruition. This company states on their website that the customer will not be charged until "fulfillment of your order is complete", which is not the case. This company wants to hold buyers to a 20% cancellation fee, but buyers are obviously not able to hold the company to their word of producing product and/or charging for it at fulfillment. I will not be happy until I receive a refund. This company has told me multiple times that they are "looking into" or "escalating" my request. I do not expect a resolution to come from this company as they have produced nothing but lies up to this point, therefore BBB must be the mediator. I want my money back.

• Initial Complaint

  Date:10/25/2022

  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 purchased some boxes of flooring from Suoer Arbor (order *****). There was a chance I made to the order which resulted in a difference in cost of $215. I made the purchase online using Affirm. The refund email from Super Arbor was received on 9/29/22. I have yet to receive the refund and the Affirm account is still reflecting a balance. I have emailed Super Arbor three times and called them once. There has been no response to the problem and I still haven't received the refund.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/09) */
  We believe the customer's complaint is valid and we have already escalated this concern with their payment provider 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 1 out of the customer's 2 orders were already delivered last Oct 2022 and still in their possession. 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, 2022/11/18) */
  This does not satisfy me. Their response was a "non-response" as far as I am concerned. We did receive our revised order. I am still having to pay the payment site Affirm. They need to notify them that the payment should be complete at this point. This should have been taken care of and I was told it would be. They are saying they elevated the request; I was told this weeks ago and still no resolution. Looks like I will continue to pay even though I shouldn't have to.

• Initial Complaint

  Date:10/22/2022

  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.

  On August 1, 2021 my wife ****** placed order #**** online at the superarbor.io website for a Delta Linden Venetian Bronze Shower Bar System in the amount of $1293.05. In conjunction with this order she also created a customer personal account on their website. Payment was made with a PayPal account linked to a her personal Visa debit card. She received email confirmation of the purchase and personal account creation the same day that the order was placed. Since then I have assumed responsibility to resolve this issue, and made multiple attempts to discover order status by email and eventually by telephone. The response was always to allow another two weeks for fulfillment. After more than a year had gone by, on August 10, 2022 I contacted Super Arbor again by email and instructed them to cancel our order and requested a refund. Their response received the next day was that they would forward my request to their team, and to please allow them 3-5 business days to review and process this request. Time has gone by since then during which I have made several phone calls checking on status of the refund, and in my last phone call on October 3, 2022 I mentioned legal proceedings if a resolution wasn't forthcoming immediately. Their response was that my request would be elevated in their refund processing department and I can expect an email confirming success by the end of the week (October 7) and a refund processed through our original purchasing arrangement by early the following week. At this point I am becoming rather angry, and so time to begin a legal recourse. Documentation of these various transactions are contained in email messages which I will forward if necessary, and I have included a screen capture of my account page on superarbor.io showing status of the order as of February 21, 2022. At some point in the past month or so my customer account with superarbor.io was no longer accessible, further proof in my opinion of the company's nefarious dealings.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 8, 2022/11/09) */
  We believe the customer's complaint is inquiry 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, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is totally unsatisfactory and represents, in my experience, a further delaying tactic. The first sentence is confusing corporate-speak and does not represent any progress on this case. The remaining sentences are a restatement of their refund policy, which I believe should not apply to this transaction. The item was ordered and paid for in good faith that it would be fulfilled. I was never informed that the item was discounted or discontinued. Every one of my status inquiries was responded to with "We believe in providing transparent customer service support including at times when we fall short. Currently, we are experiencing high demand for this particular shower bar system, and we are waiting for our vendor to fill in the supply gap." followed by a fulfillment lead-time prediction of a month or more and an apology for the wait time. The only thing transacted was an order placed for an item and a debit to my bank account which was paid in the amount of $1293.05 followed by me cancelling the order more than a year later. No materials were ever delivered or subsequently returned. If in agreeing to their terms and conditions results in a refund less 20% (approximately $260), then this is the cost of doing business with, in my opinion, an unreputable company.

• Initial Complaint

  Date:10/22/2022

  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 purchased flooring for my home to finish my project which while I was talking to representative helping me coordinate the shipping for the purchase told me that they have a lot of my flooring in stock. The first portion of my shipment was delivered however the second portion was delayed time and time again. I called, emailed and spoke to customer service representatives over a dozen times with the same result. Product is delayed. I made my original order in January 2022 after months of no contact and no shipment updates from Super Arbor I decided to cancel my remaining portion and ask for a refund 3 weeks ago. I have yet to hear back from Super Arbor about a refund after they asked me for a refund email to confirm that's what I wanted to do. This whole mess has made it impossible to finish my home repair and I have to invest somewhere else to replace all of the flooring in my house now. Terrible customer service , terrible follow up after months of delays , and no response after asking for a refund.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 8, 2022/11/09) */
  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 3 out of the customer's 5 orders were already delivered last Feb 2022 and still in their possession. We were still coordinating directly with the customer until Sept 2022 as the customer reached out with changes on the orders they placed. We sent an invoice(still pending customer's payment) for the additional charges that will apply to the order. 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, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have ignored my requests and then proceeded to try and charge me double for shipping on something I already purchased.
  I have contacted this business multiple times that due to their delay in shipping and communication I now have to rip up that flooring project and invest in another. Their lack of communication and awareness has put this project behind to the point where I can no longer finish it with the flooring items. I am asking for a full refund of the invoice.

• Initial Complaint

  Date:10/22/2022

  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 an order in June 2021 and still haven't received it. They responded several months ago after I contacted them and just said the item was on backorder. I checked again and got no response.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 8, 2022/11/09) */
  We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. 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:10/20/2022

  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 for tile on August 6, 2022. On August 8, 2022, Super Arbor received payment in full and I received an email with an ETA of 4-5 weeks. On August 10, 2022, I received notice that the tile I ordered was running late and I was asked if I wanted to wait until late September or have a different tile sent. I declined the replacement tile and they indicated they would move forward with the original order. I requested a status of why payment was taken when the website clearly states that "as of 07/17/2022, your credit card will be charged once fulfillment of your order is complete." No answer or resolution provided. In addition, the policy states shipping could take 3-10 weeks. As of October 15, 2022, it has been 10 weeks, no response, no product and no refund. On October 9, 2022, a demand letter was sent to Super Arbor requesting a resolution which includes either the delivery of my tile by October 19, 2022 or a FULL refund. No response.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/03) */
  We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order refunded. 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, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response states that discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. The tile I ordered does not indicate that it has been discontinued or discounted. I have attached proof of the product I bought vs and an item that shows it has been discontinued.
  
  The response further states "All canceled orders will have a 20% cancellation fee, with no exceptions." I am not cancelling my order, I am requesting that my order be fulfilled and if they cannot do that, then they return my money in FULL. My order is simply unfulfilled and Super Arbor can only charge a fee if cancelled by the customer. If the business cannot fulfill the order, no fee can be charged as no service was rendered. Businesses who do not follow the law can be sued by the Federal Trade Commission for injunctive relief and damages. (See **************************************************************************
  
  We have previously contacted them by phone and were assured that the products they sell are available from their suppliers. It's an illegal business practice to accept orders and cancel them in order for the business to keep a 20% fee.
  
  If this cannot be resolved with a full shipment of my tile or a full refund, my next remedy will include contacting *******************************

• Initial Complaint

  Date:10/18/2022

  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 would like to reopen BBB CASE#: ******** The company (Super Arbor) agreed to refund my purchase on 9/19/22 to resolve the initial complaint for failure to deliver my order, but the refund was never sent.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 3, 2022/11/03) */
  ***Document Attached***
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $240.99 on 11/2/2022. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.
  
  
  Consumer Response /* (2000, 5, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)