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:10/17/2022

  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.

  Made a purchase for $2800.00. NO PRODUCT, NO TRACKING INFORMATION TOOK THE MONEY AND DO NOT REFUND OR RETURN EMAIL, TEXT OR CALLS.THIS IS FRAUDULENT BY DECEPTION. BUYERS BEWARE.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 3, 2022/11/02) */
  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.

• Initial Complaint

  Date:10/17/2022

  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 does not answer phone calls I let them know that I wanted to cancel my order that I placed in May. I have emailed about a refund and they told me 3 to 5 business days. I requested a refund September 23rd. I need help please
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/11/01) */
  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:10/16/2022

  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 made 2 purchases through Super Arbor on 5/20/22 in the amount of $393.15 and on 6/4/22 in the amount of $1,005.35. I was informed that it could take 3-10 weeks to ship my items depending on the item, zip code and number of orders in front of me. I purchased a total of 13 cases of Stainmaster Luxury Vinyl Planks in Washed Oak Dove.
  I received notice on 7/14/22 from Super Arbor that my order would be running late till late August. I really wanted this flooring as Stainmaster no longer manufactured it and I was adding to my home. I agreed to continuing my order hoping to have the flooring by August. End of August came and I hadn't received any updates from Super Arbor. I reached out and received a response that the vendor said the floor is still running late now into October. I was told there was a higher than usual demand for the flooring I ordered that that impacted my delay. However, when i placed my original order I asked how many cases they had in stock and was told 14 total. I purchased 13 of the 14 cases they had available.
  On 9/22/22 I reviewed BBB and noticed the large volume of similar issues/complaints. Of note, they also claim to be accredited by the BBB on their website. I spoke with Ash at Super Arbor on 9/22/22 and stated I wished to cancel my order and receive my full refund. I was told to send an email to the company and they would review my request in 3-5 business days. On 9/30/22 I still had not received a response from Super Arbor. On 10/5/22 I sent another email requesting an update on my refund status. I told them that if i didn't get a response ASAP I would be filing a complaint with BBB. I was told they would expedite my request. On 10/7/22 still no response from Super Arbor. I told them I would be filing my complaint with BBB today. They cancelled my order on 10/7/22, but I still haven't received my refund yet. I paid via credit card so it shouldn't take this long to credit back the card. Very poor service!
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $393.15 and $1,005.35 on 10/7/22, before the customer opened a BBB complaint. 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, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund was received on 10/21/22.

• Initial Complaint

  Date:10/13/2022

  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.

  Date of transaction- 12/27/21.
  Credit card charged $336.24 (237.24 for product and $99 for shipping)- 12/27/21.
  Order #*****
  
  I ordered the Pergo XP Highland Hickory laminate flooring. Nowhere did it say this was an out-of-stock item. I received notification it could be 4-10 weeks to ship.
  I emailed them on 3/7/22 asking for an update. They responded 3/11/22 with an email saying their vendors are "running late" and their updated ETA was the 2nd or 3rd week of April.
  On 7/6/22 I emailed again asking for an order update. On 7/14/22 they emailed me back saying the vendor told them "all Highland Hickory orders will be running late till late August". They offered me a 5% discount on a different product if I wanted to switch. I declined as I wanted the same flooring I already have in my house. I emailed them on 7/15/22 declining their offer to switch and told them I would wait until 8/31/22 for an update on immediate shipping, but if there was no product available, I wanted a full refund.
  On 9/1/22 I emailed them asking for a refund of $336.24 as there had been no communication with me about the flooring being shipped. On 9/1/22 they responded saying they forwarded the request to their team and to allow 3-5 business days "to review the cancellation request".
  On 9/16/22 I emailed them asking for an update on my refund. On 9/16/22 they responded saying "I have followed up your refund to our team.
  Once processed, we will send you an email confirmation".
  On 9/29/22 I emailed AGAIN asking for an update on my refund. On 9/29/22 they responded - "We're sorry for the inconvenience. Please know that our refund team is working very hard to complete this request. As soon as your refund processed, we will email you a confirmation."
  
  I made a single transaction with a credit card over 9 months ago. It is unacceptable for them to have not refunded my money as I asked starting 9/1/22. They have had plenty of time to get the product or refund me.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 6, 2022/10/17) */
  We believe the customer's complaint is valid, and we have already resolved the issue by issuing a refund in the form of an unconditional store credit worth $336.24 on 10/14/22 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.
  
  
  Consumer Response /* (3000, 7, 2022/10/14) */
  ***Document Attached***
  Super Arbor e-mailed me a gift card of $336.24 to use AT THEIR STORE and told me it was only valid for 30 days per their policy. I looked at their website under Refunds and Cancellations and saw no such policy noted. Again, I never received the product. I gave them a reasonable amount of time to ship it and now want a refund on my credit card. It's incredibly unprofessional of them to say I have 30 days to spend that money at their store. I don't want to buy anything from them again.
  I also don't understand how it's their policy to offer store credit over 30 days when they said it would initially be 4-10 weeks wait for the product to begin with. It sounds like a scam for them to always keep the money.
  I do not accept this gift card and would like the resolution to be them refunding the money to the credit card I used.

• Initial Complaint

  Date:10/13/2022

  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 have ordered flooring products on 10/13/2021 online from Super Arbor (order # ****), the products were in back-order and they promised 6-8 weeks of delivery date. I paid $568.72 with shipping included. They charged my credit card right away.
  I reached out to the customer service after the original delivery date was past, they told me the new expected shipping date would be a few more weeks later. This happened a few times. Finally on 7/25/2022 I asked them to cancel my order and refund me what i paid.
  They said they would but after 2.5 months nothing happened, and now they are not responding my emails either,
  I would like them to refund what i paid.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We believe the customer's complaint is valid, and we have already resolved the issue by issuing a refund in the form of an unconditional store credit worth $568.72 on 10/14/22 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.

• Initial Complaint

  Date:10/12/2022

  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 chandelier on September 10, 2022. Once the order was confirmed I noticed it had a 3 - 10 week delivery time. I waited a week to see if maybe that was just a standard response and they would update me on shipping information within a few days. On September 14th I emailed to inquire about cancelling the order as the shipping time frame would not work for me. I received an automated response saying I would get a response in 3 - 5 business days. I never got a response. On September 27th I emailed again and still no response. I found the chat and sent a message. I received a response saying someone would respond when they came back online. No response. October 11th I sent another chat message and **** responded with vague shipping date of mid-November. I inquired on the 12th about how much it would cost me to cancel and he just sent the cancellation policy. I told him I wished to go ahead and cancel. While I was waiting on **** to respond, I found a number and spoke with *** who said he cancelled it and I would receive the cancellation email in 24 hours and a refund back to my card in about 3 business days. In the meanwhile **** responded and said I needed to send an email to [email protected] because they needed it for documentation. I told **** I had already sent 2 previous emails with no response. He said he couldn't find them in their ticketing system. He told me to send another one and he would receive it and send to the cancellation department himself. I did send it and asked **** to confirm he received it. He has still not confirmed almost an hour later even though he was still showing active on chat. I would just like to receive my refund! My order came to $173.50.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order shipped out as soon as possible. In SuperArbor, after each order is created, the manufacturer/vendor is contacted to discuss availability of the item and delivery expectation period. In some cases for certain item(s) the customer ordered will have a longer lead time due to a supply gap and fulfillment and delivery from the manufacturer/vendor will take longer as indicated in SuperArbor's Shipping FAQ. This is why SuperArbor has a standard shipping of about 28-35 business days (excluding weekends) from purchase date. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (with other charges applicable) back to the customer's original payment method.
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept the response because I can't take them for their word. They say they would ship as soon as possible but still does not give an actual time frame of shipment. I was told on October 12th after speaking to *** that I would receive an email in 24 hours confirming the cancellation of my order. As of October 19th I still do not have the email. On October 13th I received a response from Paul saying he forwarded my cancellation request on to the appropriate team and I should have a response in 3 to 5 business days. Today is day 4 and I am still waiting on a response. Again I can not take them at their word and at this point I would just like a refund per my request!

• Initial Complaint

  Date:10/12/2022

  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.

  On April 2nd, 2022 I purchased (1) pallet of Pergo XP Flooring (Discontinued-Southern Grey Oak) for $1,263.23. I was given a 3-10 week delivery estimate. I contacted the company after 14 weeks and no update, I was then told it would be another 4-5 weeks for my delivery. I waited another 6 weeks (20 weeks total) before inquiring again about my order and was finally offered a replacement as an alternative, which would also cost me an additional charge. I declined the alternative, as I have already paid for a product I never received and was not comfortable paying any more money. I informed them that I wanted a full refund of my original purchase, which was now 4 weeks ago and I have not yet received any response from my follow up emails and my order is gone from their website. This is now 24 weeks since my purchase in April.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $1,263.23 on 10/12/22 the same day the customer opened a BBB complaint. 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:10/12/2022

  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 Joe ************ 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 ETA 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 ETA 2nd-3rd week of September."
  8/18/2022 Messaged SA "Please continue with our order. Please contact us if the ETA 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 January was for 5 Firepit bowls.)
  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.
  12/12/2022 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: 11/15/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is entirely bogus and has no remorse when it comes to stealing money paid for products they can no longer supply. The response they have given is entirely inappropriate and DOES NOT address my complaint at all.
  I placed an order 8 months ago. The didn't deliver.
  They have not been able to supply the product.
  They offered a replacement product at 6 times the price.
  I asked them to refund my payment and cancel the order because they cannot supply.
  They refuse to refund.
  I am now doing a chargeback with the credit card company.

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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.

  May 6, 2022 I placed an online order to Super Arbor for 6 pieces of post lumber via credit card for $259.09. Almost 4 months now and no delivery. I called many times and they politely say they will solve the problem. Recently I wrote for a mail credit refund. No contact. Please help.

  Business Response

  Date: 10/17/2022

  We believe the customer's complaint is NOT valid at this time as the customer recently opened a dispute via their card provider on 9/29/22, even though the customer still has an active ******************** complaint, which was opened two days before filing the dispute. 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.
  See Attachment/File: *****************************************pdf

• Initial Complaint

  Date:10/11/2022

  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.

  On 5/28/2022 I purchased a Delta 10' wet tile saw with stand, order #***** , almost 5 months (20 weeks down the road, I still do not have my order!!!
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We believe the customer's complaint is not valid at this time. We have already resolved the customer's concern by issuing a full refund of $894.97 on 10/11/22, the same day the customer opened a BBB complaint. However, due to a processing error, the refund didn't go through. The customer then opened a dispute via their card provider on 10/13/2022. 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.