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:09/19/2022

  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 May 8th 2022 I placed an order # ***** for one Bellucci farmhouse sink by Kraus that was supposed to be in stock. The total order amount was $ 805.12 paid with Affirm.
  On May 11th 2022 I chated online asking for my order information/tracking number. No answer.
  On May 12th 2022 they answered that they will notified me by email.
  On May 16th 2022 they told me the my ETA for my order will be 5-7 weeks. Same day I asked to cancel my order. They send me an email saying the fulfillment dept will review my request and they will get back to me within 3-5 days.
  On May 26th I wrote again that I didn't received any information about my order cancellation. No answer. In the meantime I directly to Krauss who is the fabricator and they told me that this specific sink was discontinued so at that point know that they never will send me that sink.
  So I called affirm, put my payments on hold and open an claim, so in the meantime I don't had to pay until they don't give me some information.
  On July 6th, 5 weeks after I placed my order, once again I wrote asking for my order and they asked me: as I placed a dispute any fulfillment or refund was put on hold until resolution. At that moment they told me my order was ready to be shipped on ETA Aug 15-22. They forced me to closed the claim with affirm to ship my order.
  On Jul 13th I paid in full to affirm for an order I know I will never receive, to start my return process. The asked me for a proof I already paid, proof that I sent.
  On Aug 24th I asked again for my refund and the answer: "once processed up your refund, we will send you and email confirmation.
  Since that day no answer through the chat.
  Maite Blancofombona
  Address on invoice: *********************************
  Actual address: ***************************************

  Business Response

  Date: 10/25/2022

  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 would like to understand the answer they are offering.
  First they said they are processing my refund and then they add that discontinued products do not have refund. At the moment I placed my order on their website the product appeared as IN STOCK, so that clause does not apply.
  They can retain 20% of the refund because it was accepted, but they have to make the refund because the sink in reference did not appear as discontinued on their website at the moment I placed my order on May.
  Also, they assured me, via chat, that they had the sink in stock but I had to wait & weeks to be shipped.
  They want you to resolve this claim in their favor, when they haven't complied with anything they have said and additionally they want to communicate directly with me, then there is no way to communicated because the don't respond.
  On countless occasion I have asked them, in every possible way to cancel my order and refund me and there has been no response, only that they are processing it.
  I placed the order in May and asked them to cancel it 2 weeks later when they told me that I had to wait 7 weeks to shipped, there is the time that there is no response.
  I want to understand what is the reason why they have to wait 7 weeks to ship something that is in stock. I also have an online store so I know how things works.
  Once again, I invite BBB to read the comment and reviews of this website on internet so you would realize that this is its way to work.
  I want to conclude by saying, I paid in full for a product in stock in their website at the moment that I placed my order in May, and 5 month later I have not received and I know I am not going to receive it because they don't have it.
  Also want to make it clear if BBB leave me aside, that money will be unrecoverable because there will be no pressure other than a dissatisfied customer, which seems to be common with Super Arbor.
  Please find attached some of my communications with Super Arbor.

• Initial Complaint

  Date:09/19/2022

  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.

  A purchase was made through https://www.superarbor.io/. Their website says fast shipping however after the purchase was made I received an email stating the delivery would take 10 weeks. This was obviously too long so I requested a refund. After some emails and waiting no refund was made. I again requested a refund to be told that they had the item ready to ship and could not provide a refund. 10 weeks later, 9 weeks after they said the order was ready to ship, there is still no product or tracking number.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/30) */
  We believe the customer's complaint is NOT valid at this time as we have already resolved the issue with their card provider prior to the customer opening a BBB complaint. The customer opened a dispute on 8/5/22, which was resolved in favor of SuperArbor on 9/29/2022. Typically, any refund is put on hold when a dispute is opened and until a resolution is reached. We ask for your consideration to close this complaint as resolved as the customer's concern is already being addressed and refund has been escalated.

• Initial Complaint

  Date:09/19/2022

  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 May 16th 2022 I placed an order for boxes of laminate flooring that, with shipping, totaled $663.16. The original estimated time for delivery that I was given was to be 3-10 weeks. On June 22nd I was told that their vendor is delayed and my order would be running late with a new estimated time frame for delivery between August 10-17. I agreed to wait until mid-August but that would likely be as long as I would be able to do so.
  
  By August 24th I had not received the items purchased or any update from the company so I reached out again and was now told that it would be pushed back until the end of September. At this time on August 25th I could not agree to further delay and requested that my purchase be refunded. The company responded back that same day to say that the cancellation request will take 3-5 business days to review.
  
  Since the 25th, I have followed up multiple times on the status of my refund and the company continues to give me the same answer that the refund is still in progress. I informed the company that I would open a complaint case today, Monday Sept 19th, if they still would not process my return and there is still no action on their end to refund my payment.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/30) */
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a dispute via their card provider on 9/28/2022, even though the customer still has an active BBB complaint. Typically, any refund is put on hold when a dispute is opened and until a resolution is reached. 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.
  
  
  Consumer Response /* (3000, 7, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please keep my case open at this time. I have opened a dispute case with my credit card company to help resolve the issue once Super Arbor stopped responding to my emails and failed to process my refund in a timely manner. My credit card company has taken action; however, Super Arbor is still within their allotted timeframe with my credit card company to submit their formal response. Based on the multitude of other documented complaints about the disreputable activities of this company, I'd would ask that the case be kept open until their dispute period with my credit card company has closed and any formal response is submitted and agreed upon for the matter to be completely settled.

• Initial Complaint

  Date:09/18/2022

  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 2 tool chests and drawer liner on 2-12-22. Have never received the item. I was asking to see if I could get a 100% refund of $448.35. My account on their web page has disappeared along with my order. I've reached out to the merchant to see how to resolve this since the beginning of September. I've gotten no response back. I've gone thru my credit card to see if I can dispute the charge. I see there's a lot of other customers that have the same complaint as I do. I have great regret making this order thru super arbor.
  

  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, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  With the volume of customer complaints on the same subject this seems to be more of a scam. With multiple times of trying to contact the business and no response and even deleting my account on their website I'm concerned. I've run a purchase challenge thru my American express card and haven't heard back yet on the outcome. I feel I was suckered into the purchase with a very good price on this product. I wasn't aware of the 20% fee for refund until I researched further on their website when I was leary of whether I was actually ever going to get the product I purchased. Seems the businesses response to this similar bbb complaint is always the same from this business. Seems like a scam to sucker customers in then keep 20% of the purchase price withou delivering merchandise is a scam. Guess I'll see what super arbor's refund is if I even get any as they haven't once reached out to me to keep me informed on what they're doing from their end. Not resolved as of yet.
  
  Business Response /* (4000, 15, 2022/11/09) */
  The transaction was disputed by the customer:
  
  Stripe dispute opened ***************************
  Date opened 10/8/2022
  Dispute AMT $ 384.49

• Initial Complaint

  Date:09/16/2022

  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.

  Order product in March and June and was charged day of order and never received product just emails about it being delayed. Asked for refund over a month ago and have yet to get refund.
  

  Business Response

  Date: 10/25/2022

  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 orders 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 disagree with Super Arbor's response due to the following false/misrepresented issues:
  1.) I initiated the refund request on 8/23 after multiple emails from me requesting shipping information from order placed on 3/29 only to hear back each month that they are experiencing delays and would be 3-10 weeks. When I requested the refund the email stating to allow 3-5 days for them to review and process the request. After 2 weeks I requested another follow up due to failed follow up from them only to get the email that they had escaped the request. I still have yet to receive any communication from them.
  2.)The statement that they note of discontinued product cannot be refunded, canceled is not valid as nothing showed when placing the order, when I received order confirmation nor any correspondence when following up by me of the shipping. I have not received any reasoning nor communication that it is discontinued for the reasoning for the delay or lack of shipment.
  3.) what is the company's reasoning on why they have yet to communicate on the refund to the consumer? Out of 8 emails I sent weekly following up on the credit I only received the initial response that it would be the 3-5 days to review and process the request and the last response on 9-12 that they had escalated. It is now almost 40 days and no correspondence.

• Initial Complaint

  Date:09/15/2022

  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.

  On April 29, 2022 I ordered tile for my floor. They advertised fast shipping. After I place the order, the confirmation said 3-10 wks delivery. WHAT? They charged my credit card when the order was placed 4/29/22. I waited 4 wks. then emailed them about my order. They emailed back and said it would be 4-6 wks longer. I waited another 4 wks. and email again. They came back and said another 4-6 weeks. Then pushed back to Aug. I said, if I wait till Aug. then you will push it back to Sept. so they offered me a similar tile but it was 3 times the price. So, at that point, I cancelled my order and asked for a refund. They said it would be refunded in 3-5 business days. Emailed them several times with the same response, "they turned it in to be processed". It has been seven weeks and still no refund. They owe me $262.78. I would like to have my money back.
  

  Business Response

  Date: 10/10/2022

  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 /* (2000, 7, 2022/10/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/15/2022

  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 made a purchase through Super Arbor in December 2021 for $358.99 with a delayed standard delivery of 40 days. I began questioning when my purchase would arrive and I kept being told it was delayed. I waited until May when I found the same item was readily available on the internet. At that point I canceled my purchase and asked for a refund. Since that time I have been given the run around. I was first told the request would take 3-5 days. Since that point I have continuously been told they are processing it and they have escalated it, with still no refund. There is zero reason it takes 4 months to refund my money. This company states that they are a accredited by the BBB which is clearly not the case. This appears to be fraud as I am clearly not the only person they have done this to. I have not attached the email chain to this complaint but if needed I can forward it to any email address needed.
  

  Business Response

  Date: 10/25/2022

  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, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the first time this company has said anything about this product being discontinued. They continuously said it was late because of delayed delivery. They are still to this day selling this product on their website and it can be purchased at other places online. I have been told since May they have been processing my refund, they are clearly just sitting on my money and making excuses why it hasn't been refunded. Now they want to keep 20%. They should pay me 20% for dealing with this BS and wasting my time. I want a full refund as soon as possible, which should not take no more than 48hrs. They are also still stating the they are a BBB accredited business on their website which they clearly are not. I do not accept this response.

• Initial Complaint

  Date:09/15/2022

  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 8 cases of flooring from super arbor on July 4th. After my delivery date being moved Multiple times I received an email on 9/14 with an invoice for an additional 107.00 in shipping cost. I called and explained that extra shipping costs shouldn't be paid by me for an order 2 months and 10 days old. The manager ,who said his name is *****, was rude and condescending. I will never give them any business and would caution others against their practices.
  

  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 resolved the customer's concern by issuing a full refund of $676.06 on 9/15/22, which was deposited to the customer's account 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:09/15/2022

  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: March 7, 2022
  Purchase: Flooring
  Price: 287.11
  Request: Looking for full refund.
  
  We bought some replacement floor boards since our flooring seemed to be going out of supply. Only place we could find it was this site called "**************. This was early 2022 and reviews seemed alright. They said it would be 8-10 weeks and cost us about 300 bucks.
  
  Anyways, I think about week 6 I email to just ask about any kind of "shipping" confirmation. They quickly respond and say it may be slightly delayed, but should be good. Week 10, I ask again. Same thing. Slight delay.
  
  Eventually they email saying "it's been shipped and is close, but actually ended up costing an extra $100 dollars to get it to us because of some shipping issues." This raises some alarms obviously, though I give them SOME leeway because pandemic shipping stuff is messed up.
  
  We describe to them that they haven't been very good at communication or reassurance. We would be willing to pay the additional fee, but we need to get the flooring first. Otherwise we need it refunded. At this time I also start looking them up again. Since early 2022 they have been getting repeated cases of BBB negative reviews describing similar things to my experience. So, they come back saying "can't do that" and I respond with the link to the reviews and say "refund all charges then".
  

  Business Response

  Date: 10/25/2022

  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.)
  Responding now with the intent of accepting the response after receiving the 100% refund.
  
  As a business, you do not get to make a 20% profit for doing nothing but responding to emails and resolving BBB complaints. You need to prove, in SOME WAY, that you are doing something for a customer. For the hundreds of complaints here you are making 20% on orders likely ranging from a couple hundred to a few thousand.
  
  You are doing this while CLAIMING to be BBB accredited, which the BBB says you aren't, AND having an F rating on the BBB.
  
  So anyways, I will accept your answer when I get all of my money back. I know I agreed to something, but you also agreed to a selling price, a shipping price, and a delivery window, and that didn't stop you from attempting to extort us for an additional 100 bucks on destination delivery fees.

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed on order (*******) for flooring on 2/2/22. They deducted $1.834.42 from my account. They said it would be 3 - 10 weeks for the order to be delivered. Feb 23- they said 5-7 weeks for delivery in an email. I called to ask for a delivery date and they said mid March. I called 3/29/22- left vm w/ no call back. I called on 4/21, left vm w/ no call back. I called and emailed on 5/26. Received email back on 5/27. They said order is running late. Another 5 weeks needed. I canceled the order on 6/30/ spoke to "***". Never received refund. Called back again on 7/27- spoke to ***** He said an email is needed to cancel order (wasn't told that by ****. Sent email immediately. Still NO refund. I've asked again many times. They only respond that they've "escalated the situation". I need my money returned. I've told them that I would be contacting the BBB.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/24) */
  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.