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:10/11/2022

  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 13 April 2022 I ordered 2 items from Super Arbor. Their web site states that "It typically takes 2-7 weeks from the purchase date to fulfill an item, depending on the item and the number of orders we have in your order to fulfill. (********************************************). By 24 Aug 2022 only one item purchased had been received. Since it had been 16 weeks since my order and the second item had not been received, I asked for the item to be canceled and the money refunded. They stated in their 24 Aug 2022 emailed reply that it can take 3-5 business days to issue the refund. As of today (11 Oct 2022), I have not received the refund ($117).
  

  Business Response

  Date: 11/04/2022

  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 unshipped item left refunded. However, it must be noted that 2 of the items the customer ordered has already been delivered. 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:10/08/2022

  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 purchased the remaining boxes of luxury laminate flooring that I needed to finish my bedroom. My bedroom flooring has now been unfinished since the end of May 2022. My total was $269.81. They told me at the time it would be 3-10 weeks.
  
  On August 6th I realized that my order receipt was no longer a valid link and my order was running late, so I contacted the company about this. They sent me an updated link, as well as an updated shipping time of the third to fourth week of September and it depended on their vendor. I asked specifically who the vendor was and for their contact information. I would rather a company tell me they have no idea on a shipping date rather than keep feeding me lies or blatantly ignoring me.
  
  Now we are into October and my last email and phone call to them were ignored.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We understand the customer's frustrations and believe the customer's complaint is valid, and we are doing our best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. We have escalated your concern to the team and our partner vendor and we will be in touch as soon as we receive confirmation from them regarding the specific model you need. 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. 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.

• Initial Complaint

  Date:10/07/2022

  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 23rd, 2022 I ordered (20) Cases of Laminate Flooring Online from Super Arbor.
  I received a Confirmation email that the Flooring would be Shipped in 3-10 Weeks.
  
  June 21st,2022 I emailed asking for an update on my order.
  
  July 1st,2022 Super Arbor responded back with the Delivery is running "Late" and an ETA is 3rd or 4th week of July.
  
  July 5th,2022 Super Arbor emailed again to tell me they received word from their vendor now that the particular flooring I ordered will be running late again, this time until late August.
  
  August 21st,2022 I sent Super Arbor an Email asking to Please "Cancel the Order Effective Immediately and Issue a Refund"
  
  September 7th, 2022 Super Arbor responded with this has been "Escalated to the team in high priority" You will receive a confirmation shortly on request.
  
  September 27th, I emailed Super Arbor stating I have been waiting since August 22nd, 2022 for my Refund. I haven't received any refund.
  
  September 27th, I receive an Email from Super Arbor "Thank you for your Patience" I have followed up your refund to our team. Once Processed, we will send you an email confirmation.
  
  It is now October 6th,2022 6 Months after I originally placed the order for the flooring. Super Arbor is just giving me the run around. They keep telling me they will "Process" the refund but it never happens.
  
  I really need help to get my money refunded. I dont know what else to possibly do. I paid for the flooring order using AFFIRM Credit at checkout. I have contacted Affirm as well. Affirm stated I needed to ask the vendor directly for a Refund and there is nothing they can do on their end but that I have to keep making the monthly payment. I have been paying for this flooring order for 6 months now. I asked for this Order to be Cancelled and Refunded 2 months ago. Super Arbor is running a scam. Please Help. I just need my money refunded.
  

  Business Response

  Date: 11/04/2022

  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.

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  see Attached document
  Click here to Get the File - use the Password: ********
  *****************************************************

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 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, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I purchased a lawn mover from this company that was not disclose it was back ordered. After I did not receive the order after 2 to 3 weeks. I called and was told it was back ordered and it would be there 15 days. It did not arrive so I called again and requested my money back and they accepted and told me it would ve 3-5 business days. The money get refunded to my account.i called again and they said it would take another 3-5 business days and have still not received the money. So I then filed a complaint with the *** to get a refund on the product I have never received since the June 7th order. This is unacceptable to pay for a product in June and not be notified that it is back ordered and that they cannot provide the product or reimburse the money.
  
  
  Consumer Response /* (-5, 8, 2022/12/14) */
  Consumer supplied email: **********************

• Initial Complaint

  Date:10/06/2022

  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 $243.45 worth of products online from Super Arbor on April 16,2022.
  I had not received my order as of 7/20/2022 and contacted them via email to inquire about my order. They replied asking me to confirm what I wanted. I then emailed asked for a refund because I no longer needed the item 3 months later. They said they would process the refund and send it to me. As of August 8th no refund. I contacted them and they assured me it was coming. I requested again on 8/26/2022. Still no refund. I contacted again on 9/16/2022 and they did not reply this time. I have not had contact since that time. I feel like this business is a scam
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/12) */
  We have already resolved the customer's concern by issuing a full refund of $243.45 on 10/6/2022, and was deposited to the customer's account on 10/18/2022 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, and have the customer follow up on the refund deposit directly with their card provider for any further concerns that they may have.

• Initial Complaint

  Date:10/05/2022

  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.

  In March of 2022 I ordered 12 cases of flooring for a replacement project with a 3-10 week lead time. This product was listed as in stock on the super arbor website. I decided that I was ok with the lead time until 30 days later when i was informed via email that the lead time was an additional 10 weeks (14 total). Again, decided to wait it out as this was a patch job and I didn't want to replace the entire floor.
  On July 30th I contacted Super Arbor to get a status update and they did not have a response for and ETA. At this point I asked to cancel my order. They agreed and said it will be processed in 3-5 days. It is now Oct 5th. 9 weeks later and I still have not received my refund. They will not answer a phone call, nor will the give a satisfactory update on the status of my refund. They have been holding my money for 7 months and have not delivered the product or refunded.
  

  Business Response

  Date: 11/16/2022

  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, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the 20% restocking few as a representative for the organization offered the cancelation and did not mention the restocking fee.

• Initial Complaint

  Date:10/04/2022

  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 12/3/21, I placed an order (#****) with Super Arbor for a cordless reciprocating saw for $229.04 (including taxes and shipping). My credit card was charged that day. At the time of my purchase, Super Arbor claimed that all orders would ship within 10 weeks.
  
  However, that turned out to be a lie. Finally, on 4/23/22, I was notified by Super Arbor that the saw was finally back in stock, but, including taxes and shipping, the total was now $398.06!
  
  After further back-and-forth over email, I spoke about this on the phone with a customer service agent on 6/10/22. He told me that Super Arbor was refusing to honor the original price, and that I should send them an email requesting cancellation and that I would be refunded for the $229.04 I had already paid.
  
  Although I have continued to email Super Arbor customer service multiple times since then and received assurances that my refund is on the way, I still have not received it.
  
  As it stands they are stealing $229.04 from me.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/08) */
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a dispute via their card provider on 10/8/2022, even though the customer still has an active BBB complaint. 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.
  
  
  Consumer Response /* (3000, 7, 2022/10/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept Super Arbor's response. There is no reason to believe that this is anything but another stalling tactic on their part. I placed my order with them on 12/3/21 and paid in full on that day. It is now over 10 months later and I still have received neither my order nor a refund. I cannot count how many times I have already contacted their customer service. Their only actions have been to use my initial purchase to extort more money out of me, without my assent. There is nothing stopping Super Arbor from refunding my money or shipping my order TODAY -- and if they do so then I will gladly withdraw the complaint I have filed with my credit card company. As it stands I can draw no conclusion other than that they will only respond to formal pressure.

• Initial Complaint

  Date:10/04/2022

  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 and paid in full $539.08 for a bathroom vanity cabinet order I never received: (Order #****) on
  03/19/2022.
  Since June of 2022, I have sent Super Arbor
  7 emails requesting a status and then I
  requested a full refund.
  Each and every time I receive a response
  from Super Arbor team, a form letter stating:
  "This has been escalated to the team in high
  priority.
  You should receive a confirmation email shortly on this request."
  
  As of today, 10/05/2022, more than 7 months since I initially paid for my order, there is still no resolution nor refund whatsoever.
  I will probably pursue litigation if my refund request isn't fulfilled.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/08) */
  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, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Super Arbor's 20% cancellation fee is not applicable in my situation. I patiently waited the 3-10 week period per their own company verbiage. This coming week will make 28 weeks and I still have not received my item nor an order update nor a refund whatsoever. I expect the full amount of $539.09 refunded to my debit card asap.

• Initial Complaint

  Date:10/03/2022

  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 May 24, 2022 I purchased MSI TImber Ash Porcelain Tile ******************************************************************************************************************************************************************
  
  My credit card was charged that day $849.88 and I was informed on the website that it would take up to three months for my order to be delivered. I wasn't happy about the time frame but since this is a discontinued product originally from Home Depot and I wanted my kitchen to match my living room I accepted the wait.
  
  At the end of August, I contacted the company to find out what the status of my delivery, and I was informed that due to staffing issues their delivery department was running behind. I was given a new date range of September 17-22 that the pallet of tiles would be delivered.
  
  Today is October 3, 2022 and I tried to call the company but got thrown into "Leave a message" and have yet to hear back. This is ridiculous and I want a full refund.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/08) */
  "We understand the customer's frustrations and believe the customer's complaint is valid, and we are doing our best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. We have escalated your concern to the team and our partner vendor and we will be in touch as soon as we receive confirmation from them regarding the specific model you need. 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. 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.
  "

• Initial Complaint

  Date:10/03/2022

  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.

  On 6-17-22 I placed an order for tile in the amount of 279.27. I received a confirmation email #***** with a timeline of 3-10 weeks for delivery. I sent an email at week 7 asking for a status update in which they replied an ETA of 3rd to 4th week of August. On 9-6-22 I received an email stating they did not have my product and i requested a refund as they had already charged my card in June. They replied it would take 3-5 days for the refund to be processed. I have weekly sent emails requesting this be processed immediately. It has been a month with no refund.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/07) */
  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 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, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response that the BBB forwarded from Super Arbor on 10-7-22 stated that my complaint was valid, yet I have not heard from them or received a refund. They also stated in the response that it was a discounted or discontinued item. It was definitely does not say that on the website, in fact this item is still for sale on the website and they don't have the item in stock! They also stated that there is a no exception, 20% fee for returns. I never had the item to return! The last statement they made was that they would prefer to deal with me directly yet I have yet to hear from them. It takes minutes to put a refund on a credit card, there is absolutely no reason this should take months!