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:10/03/2022

  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 ordered 2 Unfinished easthaven cabinets from Super Arbor on February 21st, 2022. Total bill ended up being $280.04. I was informed this would take anywhere from 3 to 10 weeks to ship out. I never once heard back from the company through text, email or phone call after the order was placed.
  
  I had to reach out myself, which I do so on June 6th, 2022 asking for an update as to when they would be shipped out. They kept pushing my shipment date further and further back each month. I finally asked for a cancelation and refund for the cabinets I didn't receive and obviously was not going to receive. I asked for a refund on September 15th, which they responded right away saying someone will be in touch within 3 to 5 business days to fulfill my refund.
  
  It's now October 3rd and I have still yet to hear from anyone after reaching out weekly. I have tried calling and have not been able to get through. It's been 19 days since asking for a refund and 225 days since my order was placed.
  

  Business Response

  Date: 11/01/2022

  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 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, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate that my issue has been escalated, however when I bought these cabinets back in February they were not discounted nor were they discounted. Just that they had to be made to ship out. So I do NOT agree with the 20% cancelation fee and would like my refund in full.

• Initial Complaint

  Date:10/02/2022

  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.

  - We purchased astro turf online from Super Arbor on April 21, 2022 for the price of $588.13. The company said it would take 3 - 10 weeks for delivery.
  - We emailed June 14, 2022 to check on the status. We got a response that day saying they are working on shipping and to allow 2-3 wks.
  - We then received an email on Aug 16, 2022 stating the following: Hi ******, We're reaching out to inform you that there's a price increase in the artificial grass as a result of the cost increase from our manufacturer. This item has become unavailable in most stores there is and the demand for this item is unbelievably way too high. As a result of high demand and restricted availability, Arbor Home managed to procure enough stocks to meet our current demands. With this, we would like to extend our apologies for such short notice. The price now at $64.08/linear ft + $60 additional sf. A cheaper alternative is https://www.superarbor.io/products/204256790-greenline-jade-50-15-ft-wide-x-cut-to-length-artificial-grass
  Please let us know how would you like us to proceed with the order.
  Thanks, Super Arbor Team
  - This was a considerable price increase from when we purchased it months ago. On Aug 19, 2022 we replied the following: We would like for you to refund our money please.
  - The same day on August 19, 2022 we received the following email: Hi ******, We've forwarded your request to our team. Please allow them 3-5 business days to review the cancellation request. Please let us know if you have any questions. Super Arbor Team
  -We have followed up on our refund several times and receive the same message stating that they are working on it. But we still have not received any refund.
  - We attached the email threads. We would like your help in obtaining our refund please.
  

  Business Response

  Date: 11/01/2022

  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, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Super Arbor took payment from us in April. The order was delayed beyond the maximum delivery time, and then after that time, we were told we needed to pay more for the same product. We do not wish to pay them 20% of the total order price to receive a refund for this because we "cancelled" our order. If the product was not available, they should not have taken our money as if it was and held onto our money for months. The least they can do is refund the money we paid to them originally if they will not accept the agreed upon price.

• Initial Complaint

  Date:09/30/2022

  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.

  Ordered the door in November, 2021. Made numerous contacts concerning delivery. The door still has not been delivered. Several emails back-and-forth stating they would send us the door. Numerous emails sent back-and-forth stating they would reimburse us the money. We have never received the door nor have we received any money. This is our second complaint filed with the BBB. Please help us get our $300 back. We are senior citizens and cannot afford this. Any help would be appreciated. Thank you so much
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 3, 2022/10/07) */
  We understand the customer's frustrations and we 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.

• Initial Complaint

  Date:09/29/2022

  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 some tile from this company.and i keep getting told a date that it will come in. then I hear nothing so I get a hold of them again and get a new date and this is happened multiple times. so I put in a cancellation of order Request .would like to be refunded my money and I haven't heard anything from them .they keep telling me I should hear from somebody and it's been over 10 days already. this company does not keep you in the loop I have to be the initiator on everything.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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 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, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This item Is not discontinued. you can get it at the Home Depot anytime you would like. also on Amazon .wish I had known this before I ordered. As far as discounted who is the judge of that? I just want a refund I'll take the 20% hit which I really don't agree with . after them having my money since May .but I just want my money back.

• Initial Complaint

  Date:09/28/2022

  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.

  We ordered flooring on April 21, 2022 and was advised our flooring would ship within a 10 week period. We paid $534.02. We were told on June 15, 2022, that the ETA was 2-3 weeks. On July 16, 2022, we still had no flooring. We requested that our order be cancelled and we be refunded our money if the flooring was not shipped by August 1, 2022. On August 2, 2022, we were then told we would not receive our flooring until September and we were offered a substitution which we declined. We again, requested a cancellation and full refund. On August 23, 2022, we were advised that our request was still "in progress". On September 14, 2022, were yet again told our request was still in progress. It's been over 5 MONTHS since our initial order and 2 months since our refund request, and we continue to get the "3-5 business days" run and "still processing" run around.
  

  Business Response

  Date: 11/14/2022

  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 item was not discounted nor was it discontinued at the time of purchase. I fully accept the 20% cancellation fee as that was agreed on; however I still have not been contacted by Super Arbor or received any actual confirmation of a refund with a 20% cancellation fee. There has been no proof of effort on the company's end to resolve this matter.

• Initial Complaint

  Date:09/28/2022

  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 March 27 I placed an order with this company, paid in full, $829, at time of order and withdrawn from the account 8/28. I received an email that I would be notified of shipping information when applicable. Since that time I have received several email responses with dates for anticipated shipping followed by no shipping notification or contact. Month after month I will email them for information and they provide me with an anticipated date. Most recently they told me Sept 17-22 was the anticipated ship date, that date came and went with no contact and now they will not respond to me. Thank you in advance for any help you can provide.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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.

• Initial Complaint

  Date:09/28/2022

  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.

  I placed an order in June for a safe that I canceled later the same day when Super Arbor informed me that the safe would not be in-stock for 4 weeks. They told me to submit to them an e-mail requesting that I wish to cancel my order which I promptly did. About two days later I contacted my bank to submit a dispute for the purchase so that I could better expedite the refund process. Later Super Arbor contested the dispute and my bank refused the dispute in Super Arbors favor. I then contacted Super Arbor to again request a refund on my purchase and they told me their Team would have to review my refund request. I then contacted Super Arbor again to get a status on my refund and they have not answered my requests for a status on the refund. I now have no refund or the item I was going to purchase from Super Arbor.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/10/07) */
  We have already escalated this concern to the appropriate team. However, it must be noted that the customer recently opened a dispute with their card provider, which was resolved in our favor on 9/27/2022, with an argument that he customer is only eligible for a partial refund that will apply on the final refund as 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, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It has been well over 3 months since I canceled my order and requested a refund. I feel that sufficient time has elapsed that a refund is well overdue and further delay is unnecessary. Want an immediate refund before I close this case.
  
  Consumer Response /* (2000, 16, 2022/11/09) */
  I'm writing to request you close my case #******* as resolved. I was able to contact Super Arbor and they arranged to have the funds credited to my account as of this morning 11/9/2022.

• Initial Complaint

  Date:09/26/2022

  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 (order # ****) flooring from Super Arbor on 2/27/22 for $3438.67 and was told 6-10 week delivery. At 11 weeks I emailed and was told another 4-6 weeks. The flooring was still not delivered 5 months from purchasing so I called and emailed a cancel order on July 25th. I was told I would receive a confirmation email but 2 weeks went by with no response so I called again and was told a refund was being processed. After 1 month and still no refund to my credit card, I called again and was told that my refund was put to the top of the priority list and would be credited back to my credit card company soon. It is now 9/26/22, 7 months since placing the order and over 2 months since canceling the order and I still don't have my refund of $3438.67.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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 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, 2022/10/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  All I'm asking for is a refund of the money I gave to Super Arbor that was intended to buy a flooring product their website said was in stock and would be delivered in "3-10 weeks". The product was not delivered after waiting 5 months and therefore I cancelled the order and expect monies to be returned. It has now been nearly 3 months since the order was cancelled and still no money has been refunded which I feel is unacceptable. In regard to the clause in your terms of agreement about canceled orders, I agree that businesses should have these clauses in place to protect them from malicious customers. I, however, am not one of those customers. I simply wanted a product that was listed on your website at a price and delivery window I felt was acceptable. So, after waiting 5 months and still no one could tell me when or if this order would be fulfilled, I cancelled the order. I even sent an email on May 26th asking for some advice regarding this order. I was willing to work with you all to look at other flooring options and colors you all had in stock so I could exchange this item for something else you had. I received no response to that email which I find frustrating since I was willing to work with you to help solve this situation. This is another reason why I don't feel like I should be penalized by finally canceling the order as I did and have to pay a 20% 'restocking fee' for an order that was never filled. I feel like I've given plenty of opportunity to correct this situation and have been more that adequately patient during this time in which I don't think other customers would. I just hate that I had to file a complaint with the BBB in order to get any action toward a resolution after trying, but failing, to work this out with Super Arbor the past 7-8 months which included no less than 5 emails and 4 phone calls.
  
  Consumer Response /* (3000, 13, 2022/10/25) */
  I may need to reopen this complaint. It's been over 2 months since I last talked to them on the phone regarding my refund. They told me then that my refund would be moved to the top of the priority list. They responded to the complaint I filed here stating I would be getting it, but they still haven't credited my account. I'm not sure what to do next for them to finally issue a refund.

• Initial Complaint

  Date:09/26/2022

  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.

  On august 12, 2021 I ordered a Turf One E-rider Volt 30 in Rear Engine Electric Riding Mower for a total price of $2,395.72. I was told it would be delivered within 3-10 weeks. I have contacted them numerous times and each time have been promised that it would be delivered within a new time frame. So far I have not received my item. On March 28, 2022 I formally requested that they cancel my order and return my full payment. I was told that they would forward my request to the team and it would take 3-5 business days to process the request. As of yet I have received neither my lawn mower nor my refund. I think I have been more than patient. I did not think of notify the BBB until my daughter suggested it. but it has been over 1 full year and this is the first time in 71 years that I have experienced something such as this.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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 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:09/26/2022

  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.

  Ordered flooring from them on 6/25 was told it would ship in 4-10 weeks. Received an email 7/27 with an increased price. Requested to cancel order and was told I would hear back in 3-5 days. Still have not received any communication regarding my refund.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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 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.