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:09/23/2022

  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.

  It has been 7 weeks since they sent a courier to pick up my returned flooring which they had shipped directly to a new customer who paid them for it and they still haven't processed my refund back to my card. The courier picked it up on August 4th, and my last communication I received was Sept 14th saying they will send a confirmation once the refund is processed. 7 weeks and still no refund?
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/03) */
  We understand the customer's frustrations but the customer's complaint is NOT valid at this time, as the customer placed the orders online on purchase date which were fulfilled and delivered on 7/20/2022. The customer claims the wrong item(s) were delivered although our records show the customer placed the specific variant delivered. We would like to ask for your consideration to close the complaint as the we have tried our best to cater to the customer's concerns within the company's terms and conditions. The orders are considered final sales and not due refund at this time.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I returned the product to them per their instructions and no refund has been issued. They took back the product and resold it to the next customer. Now all they need to do is refund my money.

• Initial Complaint

  Date:09/22/2022

  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 8/24/22 I placed an order for backsplash tiles & received the order confirmation at 5:53 EDT via email. Order #******. My order was placed online at a price of approx. $69.99 per item, and a quantity of 3 (10 per pack) were ordered for a total with tax of: $267.46. I called to inquire on the order status because it still hadn't shipped as of 9/21/22 and was informed that they had emailed me to tell me that if I still wanted the order, I'd have to pay the adjusted price of $109.99. I hadn't seen any communications from them, but I was able to locate this email in my spam folder.
  I asked why the cost being charged by the manufacturer increasing was my issue, because they'd advertised the price of $69.99 & I have an order confirmation stating so. It's not the consumer's problem that their cost has increased for their wholesale items, nor was it disclosed.
  
  That is false advertising, unethical practices & blatant bait & switch tactics. I informed them of that & requested to speak to a manager. I sat on hold for a long time & was informed that their supervisor (****** I believe) would call me back within 30 minutes. No call was received & no resolution has been reached.
  
  I would like my order honored & for the products to be shipped at the price per my order confirmation. I can provide any documentation needed. Thank you.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/02) */
  We believe the customer's complaint is NOT valid at this time as the customer's payment of
  $267.46 has never been captured and processed after we sent an invoice for the customer on 8/31/22. We followed up via email but never received a response. We ask for your consideration to close this complaint as the customer's concern is already being addressed directly to inquire the matter further.
  
  
  Consumer Response /* (3000, 7, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No where on their website or throughout the purchase process is it states that they may alter the price after you place your order. Like most online companies, they state that they'll charge once shipped, all companies authorize at the time of purchase & charge goes through once shipped. They advertised $69.99 per item, then they tried to raise the price to $109.00. They can't change the price by invoicing you for more than what you
  ordered it for!!!!!!! False advertising, bait & switch, fraudulent practices and lack of response when I was supposed to be called after speaking with a representative. It shows a lack of integrity & sound business practices for customer's to place orders on good faith only to be bait & switched & the price to go up by more than 1/3!!!! Their response is a joke. So, because you authorize initially & fully charge once shipped just like every other online venue, you think you can just hike the price up?!?! Imagine if Walmart/Target/HomeDepot, actual reputable companies tried to pull that fraudulent activity!!! The case is valid these people have dishonest practices.

• Initial Complaint

  Date:09/22/2022

  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 ordered a front door on May 27 after confirming that they had the door in stock and it would ship within 7 days. Shipping date kept being pushed back (just like many of the other claims to Bbb) finally to sept 25th. Finally they sent an email with a vendor price increase of $1847.00!! and offered choice to cancel the order and request a refund. I requested the refund and was sent response that it would be sent in 3-5 days. That was on August 3rd and still no refund after many, many emails asking for the status of the refund. Always the same reply..." We're sorry for any inconvenience.Your request is still in-progress.
  We'll send you an email confirmation once completed." It is now sept 22....and no refund!!!!!
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/02) */
  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 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 do not agree with the 20% cancellation fee. The order was not "discontinued or discounted". The original order price was not honoured and the order increase of $1847.00 would be considered a new order at a new price that I did not agree to. Therefore, the "20% cancellation fee" does not apply and I expect a full refund. There is no reason I should be waiting this long for my refund.

• Initial Complaint

  Date:09/22/2022

  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 6/23/22 I ordered two cabinets. They said 3-10weeks. I waited 10 weeks and received no cabinets. They said another 3-4 weeks. Then they sent pics of different cabinets because they can't get the ones I ordered. The new cabinets are a higher price and what would I like to do. I asked for a refund and they say 3-5 business days. I waited over 5 business days and they say still pending. And again on 8/19/22 again say still pending. I want my refund
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/02) */
  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 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.)
  Not once in our emails did they mention 20%. But if that is the case then 20% of $250.80(Not including the $39.99 charge for shipping) is $50.16. Subtract that from the $290.79 is $240.63. They should expedite that amount to resolve this matter. Thankyou

• Initial Complaint

  Date:09/21/2022

  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 for $384.49 on May 21st. Was originally given a deadline which they failed to meet. Then another deadline which they failed to meet. I requested this be cancelled at that point. They told me they would get back in 3-5 business days. They have not gotten back to me and have ignored all subsequent attempts at communication.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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, 8, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This order is WELL outside the window I agreed to. They have, at this point, cost me thousands of dollars from the delay of this project. I want to get a refund and cancel the order. I will NOT be paying any fee to cancel it.
  
  If you review the HUNDREDS of other complaints on here, you are able to see that they do often make exceptions to their 20% rule. This appears to be just another tactic to get money from people for a product without delivering it.
  
  I am attaching a screenshot of one such example of them not charging the fee to this response.
  
  Business Response /* (4000, 16, 2022/11/09) */
  The transaction was disputed by the customer.
  
  Stripe dispute opened*******************************************************************************
  
  
  Consumer Response /* (2000, 18, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Dispute filed. As long as this dispute goes through, I consider this matter closed.

• Initial Complaint

  Date:09/21/2022

  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 laminate flooring for over $1000 on November 23, 2021. They initially said it was 3-4 weeks out. 8 weeks later I emailed them about the status. I got no response. I emailed them again a week later and got a response. They then said another 4+ weeks out. This is after they said initially that they had it in stock, which is why I decided to purchase from them. Then a month goes by with no update, so I emailed them again. They then said another 6 weeks. Just lies, lies, lies. They offered to cancel the order and I accepted. This was on March 18. By April 22 I had still not received a refund or update, so I emailed them again. No response. I emailed them again on June 3, threatening legal action and received a response June 8 saying they escalated it. Never heard back or received refund. Now I have emailed them again on September 14, no response.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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:09/21/2022

  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 initiated an order (#****) for an adjustable top, multi drawer tool chest on Jan 30th 2022 and paid the amount of $1083.74 in full, including the shipping. My bank statement shows the payment was made. Super Arbor said it would take 3-10 weeks to ship. After 10 weeks I called for an updated ETA, they said it would be another 30 days. 30 days later I called again, they it would be another 30 days. Not once did Super Arbor ever send any email or correspondence regarding the delay or an updated ETA. I called on Aug 30th (8 months later) and they said it would be 3 more weeks. Then 3 days later, on 9/2, they sent me an email stating that the unit I had ordered was incorrectly priced and to get the one that I originally ordered, it would require an additional payment. They asked how I would like to proceed with the order. I immediately asked that they cancel the order and refund my money. They responded that they would send my cancelation request to "the team" and it would take 3-5 days for a response. Since then, I sent two follow up emails. One on Sept 13th and one on Sept 20th and still have not gotten any kind of response. Just radio silence. I can't imagine why it's taking 3 weeks to respond to a cancelation and refund request. They took my money for a product they never would have in stock and at an erroneous and misleading price point. I feel like I've given Super Arbor an interest free loan for the better part of a year, got bait and switched, lied to and then ignored.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/02) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $1,083.74 on 9/22/22, which was deposited to the customer's account on 9/29/22. 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:09/20/2022

  Type:Delivery 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 a table saw on January 4, 2022 for $638.99. They said it would be 10 week for delivery. I have emailed and called several time. They said they would give me a refund and would notify there refund department. It has been over 9 months and nothing but a promise. I have seen other complaints like mine and this company needs to be shut down.
  My order info:
  order number is ****
  Delta Contractor Table Saw
  Total cost $638.99
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/02) */
  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 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, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I placed this order in January and never received the product. All I got was the run-a-round. The company shouldn't put items on sale if they don't have them or can't deliver. That is faults advertising and criminal. It has been 10 months and I would like a refund. There should not be a cancellation fee because its been 10 months and no product. How can you cancel something you never had?

• Initial Complaint

  Date:09/20/2022

  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 $4,075.25 worth of floor on June 17th. Today is September 20th and the floor still hasn't shipped and I was told the floor would not ship till October. I'm not able to get ahold of anyone to get a refund.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am only cancelling my order due to Super Arbor failing to deliver the product I had purchased from them. They told me on September 20th they would start the cancellation process and paperwork would be sent within 3-5 business days. It is now Oct. 6th and I still have not received the paperwork. There is absolutely no reason why I should be charged a 20% cancellation fee because they have failed to deliver my product within the 10 weeks their policy states, even after they took the money. I fully believe Super Arbor has 0 intentions on refunding me my money.
  
  Consumer Response /* (3000, 15, 2022/11/09) */
  October came and still nothing. So I called and offered to come pick the floor up from one of their locations, they then informed me they are unable to find the floor anywhere. It's now November, and I still have no received the cancellation paperwork OR a refund. They informed me the item was in stock, which was a lie. Instead of informing me when I ordered or the 4/5 emails I sent on an update for shipping they decided to withhold that information. Now, I cannot even get my money back. I'm a single mother with 2 children and $4,000 isn't something I can afford to lose.
  
  Consumer Response /* (3000, 15, 2022/11/09) */
  October came and still nothing. So I called and offered to come pick the floor up from one of their locations, they then informed me they are unable to find the floor anywhere. It's now November, and I still have no received the cancellation paperwork OR a refund. They informed me the item was in stock, which was a lie. Instead of informing me when I ordered or the 4/5 emails I sent on an update for shipping they decided to withhold that information. Now, I cannot even get my money back. I'm a single mother with 2 children and $4,000 isn't something I can afford to lose.
  
  
  Business Response /* (4000, 23, 2022/12/07) */
  We believe the customer's complaint is valid and we have already escalated this concern to look into the customers 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, 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 /* (4200, 25, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Super Arbor has not sent me any instructions on canceling the order. I knew the policy was a no cancellation but did not know that it couldn't be cancelled due to Super Arbors failure to follow through with their word. I have an email stating the item was in stock and that's why I continued my order. They are now telling me they cannot find the floor, so they have been lying since day one. Why would they need to find the floor if it was in stock? The floor is also showing in stock online, still. So how many people are they still scamming? They have no intentions on refunding my money.

• Initial Complaint

  Date:09/20/2022

  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 vinyl plank flooring which was confirmed on2/22/2022. Was told 3 to 10 weeks to deliver. Did not receive product or any notification of when it would be delivered. Finally made contact with them on 7/30/2022. I was told it would be shipped within 4 weeks. After four weeks, it did not come. Made contact again and was told it would arrive in 4 more weeks. At this point, I decided to cancel the order. Two months later and several phone calls and emails later, I still have not received a refund. Now they are not answering or returning my phone calls or emails. Our order number is ****.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/02) */
  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 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.