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:09/06/2022

  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 with super arbor back on February 6th for some tile. It said it could take up to 10 weeks to ship which was fine but when it got the end of April and nothing a messaged the company with no response and called with no answer. After about a week I finally got a hold of someone on the phone said the tile was on back order and should be shipped in July. Well July came and went so in early August I contacted them about a refund and the said they would process my refund and it should take like 5 days I've checked up on my refund twice now and they keep saying we are processing it. We'll they have been "processing" my refund for like a month now. I just want my money back.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 8, 2022/09/24) */
  We believe the customer's complaint is valid, and we have already resolved the issue by issuing a refund of $314.36 on 9/13/22. 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 ma
  
  
  Consumer Response /* (2000, 10, 2022/09/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They may of issued a refund on 9/13 but that money didn't go in my account until 9/23. Absolutely not acceptable to take months to refund someone's money. I will never do business with this company again and will warn everyone to stay away from them!

• Initial Complaint

  Date:09/06/2022

  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 stair treads on March 6, 2022, order #**** for $613.83, at which time card was charged. Was told 3-10 weeks for delivery. Checked in on May 24th after no communication. Told a few more weeks. Inquired again on July 8th, told end of July. On July 19th, received an e-mail stating order ready for delivery, but price/each has increased from $44.99 to $76.99 and would I still like it delivered. Asked to speak to someone about price increase since they've had money since March. Also, price on website still original $44.99. Only response was to say it's available for delivery, do I want to continue or cancel without fees. On August 16th, product was still on website for original price of $44.99. I asked them to cancel my order at that time. They responded that they needed 3-5 business days to review cancellation/refund. Today I reached out again, explained that today is the 13th business day since I asked for a refund, they've had my money since March, and this is unacceptable. Please refund immediately and notify me that you have done so. They thanked me for my patience, (a complete misread--I am beyond disgusted at this point) and said they've followed up with their team and once it's processed they'll send me e-mail confirmation. They are very quick to respond to e-mail inquiry, but basically just confirm your inquiry and clearly make up some timeline for resolution which they can never deliver on. So sorry I tried to save a bit of money by using this company. They're business practices are very shady.
  

  Business Response

  Date: 09/24/2022

  Business Response /* (1000, 8, 2022/09/24) */
  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, 15, 2022/11/09) */
  Unfortunately, the last e-mail did not get to me timely due to work filters. I still have not been refunded, not even less the supposed restocking/cancel fee. I don't understand how a business can charge a restocking/cancel fee when they raised their price after I already paid for my order, which they subsequently didn't even offer to send for months after I placed and paid for my order. That doesn't seem like a good business practice, and neither does holding customer money hostage.

• Initial Complaint

  Date:09/03/2022

  Type:Product 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 #*****, placed May 14, 2022 on their website: superarbor.io for a bathroom vanity. $897.33.
  Within seconds of placing the order, I sent them an email canceling the order after I received an email from them saying shipping would be up to 10 weeks. They never shipped the vanity. For the past four months, I have sent them numerous emails asking for a refund to my credit card. They usually respond that the matter has been sent to their team and I will hear back soon. The most recent reply was 8/17/2022 with the usual we will notify you when we hear back from our team.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 2022/09/22) */
  We believe the customer's complaint is valid, and we have already resolved the issue by issuing a partial refund of $539.33 on 9/20/22, deducted a 20% cancellation fee. We would like to ask for your consideration to close the complaint as the customer's desired resolution of a refund has already been addressed and catered to.
  
  
  Consumer Response /* (3000, 10, 2022/10/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They finally responded after your inquiry (thank you) and said they would refund the amount minus a %20 cancellation fee. Even if their cancellation fee of %20 is somehow legitimate, they calculated the amount of refund incorrectly and still owe me an additional $180. $899 (amount of purchase) - 20% = $719 (correct amount of refund by their standards). $719 (80% of purchase price) - $539 (amount they refunded) = $180 (amount they still owe me). I recently explained this to them, but do not yet have a reply.

• Initial Complaint

  Date:09/03/2022

  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 on June 17, 2022 for flooring, a total of $1,411.41. My bank card was charged immediately. I didn't know until after I placed my order that delivery would take 3-10 weeks. After 9 weeks of not receiving any communication from them I decided to Follow up via phone and they said it would be a few more weeks due the flooring I chose being "out of stock". A few days later I received a follow up email from Super Arbor stating the following: "We're reaching out to inform you that we recently received a notice from our vendor that all Lifeproof Russet Meadow orders will be running late till early October." They then offered to ship out an alternative flooring that was "in stock" and would be shipped out immediately. Not realizing the option they offered to replace my original choice would cost more I told them I would like to go ahead and proceed with ordering the alternative. I received a response immediately from them along with an invoice of around $550.00 more than what I had already paid them. By this time I was fed up and decided to cancel my order and request a full refund immediately, on August 24, 2022. That day they emailed me back and was told it would take 3-5 days to process. On August 30, 2022 I asked about it and received no response. On August 31, 2022 I asked again. They said they "followed up with the team and I should receive a confirmation email shortly once processed." I emailed them back explaining my frustration with my whole experience with them along with the lack of communication and I told them that I would be contacting my bank to notify them of the situation. Super Arbor emailed me the next day and said the following: "This has been escalated to the team as a high priority. confirmation email will be provided once processed." It's been a couple of days and still no response. It seems like they keep giving me the run around, and I just want my initial purchase refunded.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 8, 2022/09/22) */
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a dispute via their card provider on 9/11/2022, even though the customer still has an active BBB complaint, which was opened 8 days before filing the dispute. After we submit a formal response to the customer's card provider and we receive a resolution, we ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's bank. Typically, any refund is put on hold when a dispute is opened and until a resolution is reached.
  
  
  Consumer Response /* (3000, 10, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had to get my credit card company involved also because they were not answering emails from me anymore and seemed like they weren't going to respond to my BBB complaint. This case should stay open until I am refunded.
  
  Business Response /* (4000, 18, 2022/10/21) */
  This was disputed with the financial institution.
  
  
  Consumer Response /* (4200, 20, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Last I talked with my bank they have not received any response at all from super arbor. And still no refund yet yet.
  
  
  Consumer Response /* (2000, 22, 2022/12/28) */
  I was finally refunded 100% of my money once my bank was involved. You can close this case.

• Initial Complaint

  Date:09/02/2022

  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.

  Ordered flooring around February they haven't sent product or reimbursed us either.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 8, 2022/09/21) */
  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, 10, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the delayed response from Super Arbor. This has been an ongoing issue, where half truths are presented with no action follow up month after month.
  
  After given the run around for 15+ weeks, I requested going with a refund or different similar flooring. It has taken from May 2022 until almost October 2022 for a refund to even be mentioned from super arbor. An escalation process should not lock up a customer for 6 months with no response AT ALL!
  
  I also disagree on any restock fee for this order. The contracted agreement assumes good faith from both sides (buyer/seller). Super Arbor has consistently not help up to their contract/agreement. This is why for the last 2-3 months I have emails discussing legal action, also with no response.
  
  A company cannot take money and not provide the service or even have an answer for MONTHS. Should I charge you interest based on my money that's been locked up for 10+ months.
  
  My option is to leave this action open through this avenue until a full refund is provided so I can move on from this mess.

• Initial Complaint

  Date:08/31/2022

  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.

  An flooring order was placed on April 29, 2022 for $675.73. I am a very reasonable & understanding person, therefore I realize businesses are having shipping delays & supply issues, but I've reached out to this company on three separate occasions May 26, June 24, & August 5 requesting tracking information or an ETA, May 27 I was notified the processing before an order ships is 5-6 weeks. I was satisfied I received a timeline, I was expecting to get an email within that 5-6 week timeframe with tracking information, I didn't receive notification within the timeframe, I then emailed a second time on June 24 & received an ETA of 3rd to 4th week of July, GREAT finally an ETA, as of today, August 31 I have yet to receive my shipment or refund from Super Arbor.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 8, 2022/09/20) */
  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, 10, 2022/10/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good Afternoon,
  
  BBB case #: ******* was opened 08/31/2022. September 20, 2022 an business response was received as follows, (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.). I was not aware this item was discontinued or discounted as the only status on your site was in-stock, never was it stated this item was discounted or discontinued, nor did any email response from SuperArbor state this item was discontinued or discounted. As of today (October 1, 2022) SuperArbor has not tried contacting or reaching out to many in any form of communication(s) email nor phone to resolve this issue. I would like to resolve this issue with either a tracking number for delivery or a full refund by October 08, 2022.
  
  ************
  
  (email sent to business October 1, 2022)

• Initial Complaint

  Date:08/30/2022

  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 ordered roofing panels from super arbor, the cost was $438.71. This was May 16th, 2022, I was told the order would take 3-10 weeks to be shipped. They took my money and I than waited until June 13th, when I got an email saying because of their vendor they would have to double the cost of the panels. They asked if I would like to continue with order or cancel. I called and asked for clarification, they confirmed the increased cost but said they had the panels in stock and as soon as I pay the additional amount they would ship it. I canceled the order June 14th. I than got an email June 20th saying they would forward my email and get the money refunded in 3-5 business days. It is now August 30th, I have called them on three separate occasions, they always say they will make it a priority and it will be 3-5 business days. It has been 70 days.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 9, 2022/09/19) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $438.71on 8/31/22, which was deposited to the customer's account on 8/31/22. 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.
  
  
  Consumer Response /* (2000, 10, 2022/09/15) */
  The issue has been resolved.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting on my orders from them since March 31st and April 28st 2022. In July I asked for a refund it's now August 29th. They deleted my online account but I have my order numbers memorized **** and *****
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 8, 2022/09/19) */
  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.

• Initial Complaint

  Date:08/29/2022

  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 ordered a lawn mower on Super Arbor website on June 6/21/22 and they kept telling me there's a delay in shipping on every email I sent asking the status of the order. Then I asked for a refund and they said it should take 3-5 days and a week later they are still telling me it's being processed and they'll email me when it's done.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/09/19) */
  We understand the customer's frustration but we believe the customer's complaint is NOT valid at this time as the customer also recently opened a dispute with their card provider on 9/8/2022. Typically, any refund is put on hold when a bank dispute is opened and until a resolution is reached. After we submit a formal response to the customer's card provider, we ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's card provider.
  
  
  Consumer Response /* (3000, 10, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is a scam and needs to be shut down. I'm glad I got my credit card company involved because this company would not help me resolve the issue otherwise. This company tried to scam me out of over $300 and needs to still be reported so no one else will get scammed
  
  Business Response /* (4000, 18, 2022/10/21) */
  This was disputed with the financial institution.
  
  
  Consumer Response /* (2000, 20, 2022/10/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I've accepted the solution because my cc company has credited me back the charge that Arbor would not do. This company is a scam and needs to be shut down.

• Initial Complaint

  Date:08/27/2022

  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 bought shower walls in MARCH of 2022!! I was told I would have them by May. I did not have them in May, but they told me I would have them by the 2nd week in June. When they did not turn up I asked them to cancel the money and send a refund. They cancelled my order but have yet to refund me. I am infuriated that they are withholding $400 from me. They are giving me the runaround about how hard their refund team is working....I'm sure they are if this is how they conduct business.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 8, 2022/09/19) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a full refund of $358.44 on 8/29/22, which was deposited to the customer's account on 9/8/22. 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.