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:08/26/2022

  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.

  Order was placed for an interior door from Super Arbor on November 23rd, 2021 for $240.99. Order #****
  
  On January 20th, 2022 I received an email message that the delivery ETA would be February 17th-24th.
  
  On March 9th, 2022 I recieved a message that the delivery ETA would now be mid April and asking if I would like to proceed with the order.
  
  I decided to cancel the order on April 6th, which was acknowledged on April 8th. The response from Super Arbor stated it would take 3-5 days for the refund to process.
  
  I contacted Super Arbor on May 29th, July 19th, and July 20th since the refund was not issued. They responded on July 21st stating the refund would be issued shortly.
  
  The refund was never issued and I contacted them on July 25th, July 29th, Aug 1st, and Aug 2nd and never received a response from Super Arbor.
  

  Business Response

  Date: 10/06/2022

  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 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, 10, 2022/10/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have not yet received the refund, but once I have received it this response will be acceptable.

• Initial Complaint

  Date:08/25/2022

  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.

  Placed an online order with Super Arbor on October 13, 2021 for some laminate flooring. Super Arbor emailed me confirmation of the order and charged my credit card on October 14, 2021 in the amount of $358.91. On October 22, 2021, I received an email from Super Arbor indicating an ETA of 3-4 weeks for delivery. On December 13, 2021, I sent a follow up email inquiring about my order. On December 17, 2021, I received a response from Super Arbor indicating an ETA of the 3rd-4th week in January 2022. On February 12, 2022, I sent another email to Super Arbor and they responded on February 18, 2022 with an ETA of March 16-24. On April 21, 2022 I sent another email to Super Arbor and hey responded with no ETA. On April 23, I requested a refund and they responded on April 26, 2022 indicating that my refund request would be reviewed and processed in 3-5 days. I have since sent follow up emails on June 12, June 28, July 22, August 12 and Augst 22, 2022 and have received no response from Super Arbor
  

  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 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:08/25/2022

  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.

  May 16, 2022
  procore 16 piece 5.75"x35.75" heirloom oak luxury vinyl plank flooring--11 cases
  $753.16----subtotal-$604.89--shipping-$99.00-taxes-$49.27
  I purchased this flooring on above date and tried to cancel on July 25th as they told me shipping was delayed and this would not have met my construction date.
  Since then I have tried, several times, to get a refund to no avail.
  

  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 8/26/2022, the same day we issued a partial refund of $631.99. 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.)
  i do not accept their response because i tried several times to get this order stopped and no one ever answered my concerns. my credit card company issued me a full refund already.

• Initial Complaint

  Date:08/25/2022

  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 paid $2,269.07 for flooring that was stated on the website to be in stock and estimate delivery in 8-10weeks.
  I gave them extra time considering supply chain issues, but hadn't heard anything by March 2022, so called to cancel and ask for a refund. They immediately sent 1/3 of the order of flooring- despite my asking for cancellation and refund. I refused delivery since 1/3 of the order would only cover 1/3 of the room and I no longer had faith in this company to fulfill the remaining 2/3 of the ordered. I have called multiple times requesting a refund and each time the customer service says it's in process, or someone will get back to me in 3-5 days. It is now August 25, 2022- coming up on a year from the original purchase.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 8, 2022/09/19) */
  We believe the cardholder's chargeback is NOT valid at this time as the customer is only eligible for a partial refund with a 20% cancellation fee that will apply on the final refund. We would like to ask for your consideration to reverse the complaint 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.
  
  
  Consumer Response /* (3000, 10, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company advertised they were able to fulfill this order for flooring. 4 months later I requested a refund and they refused, but sent 1/3 of my flooring order (flooring for 1/3 of a room is useless) and I refused to accept the delivery and again requested a refund. Coming up on 11 months since I placed this order and still no refund.

• Initial Complaint

  Date:08/25/2022

  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 6/27/22, I placed an order for $3115.48. Initially, I was told that it would take about 4 weeks for the products to ship.
  After 4 weeks, I inquired about the order and was told it was another 10 weeks. At this time, I did some digging and spoke with the manufacturer of the flooring. They indicated that the flooring was discontinued.
  On 7/22/22, I notified Super Arbor that I would like to cancel my order as they will neve be able to fulfill it. I was required to submit the cancellation by email and then was told it would be forwarded to the department and would take 3-5 business days to receive the refund. After that, I contacted them 8 times regarding my refund and finally received a partial refund on 8/11/22.
  Super Arbor still owes my $600. I have called and sent several emails, including my next course of action. I have received no response on why they did not refund my full order.
  In reading other complaints, it appears that it is standard practice for Super Arbor to take people's money at the time of order with no intention of fulfilling the order. They keep pushing the product out until the consumer has to finish their project with another product. Then, they charge a cancellation fee for cancelling a product that they never intended to sell.
  

  Business Response

  Date: 09/19/2022

  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 partial refund of $2,515.48 on 8/2/22, which was deposited to the customer's account on 8/11/22. 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 /* (3000, 10, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A partial refund is not acceptable. I did not receive a partial order.
  Super Arbor attempted to sell me a product that is no longer made and therefore they could not ship.
  Why would a partial refund be acceptable? A full refund is expected for an order they could not fulfill.
  
  Business Response /* (4000, 18, 2022/10/21) */
  This was refunded on our end. Attached is the screenshot confirming this was canceled and refunded.
  
  
  Consumer Response /* (4200, 20, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A partial refund was issued. A full refund is due for items that Super Arbor could not fulfil. I did not cancel the order due to something on my end. The order was cancelled because it could not be fulfilled.
  When I placed my order, the item was not labeled as limited or anything like that.
  Super Arbor charged me immediately in full, and used my money for two months with no intent of filling the order.
  Super Arbor knows their practices were unethical as they changed their policy to charge the credit card once the order ships shortly after I placed my order and prior to the cancellation of my order.
  I am due a refund in entirety.

• Initial Complaint

  Date:08/24/2022

  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.

  Placed order on 4/6/22. advised that order would take up to 10 wks to fill after I placed the order. Sent them a cancellation request of 4/6 as we could not wait that long for the product. on 4/23 they finally responded that there would be a 20% cancellation fee. I let them know that would be fine and to refund the balance of my order. I have been waiting since then for the refund. I have sent them multiple requests for the refund which are consistently ignored. I need to get this refund. my order number was ****
  
  Thank you
  

  Business Response

  Date: 09/12/2022

  Consumer Response /* (2000, 9, 2022/09/09) */
  refund was received by my bank yesterday 9/7.

• Initial Complaint

  Date:08/23/2022

  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.

  Order was never fulfilled, Super Arbor made false promise after false promise that the order was always several weeks away from shipment. When after asking for a refund, Super Arbor continued to give false promises that it was being "processed". They are not refunding the money taken for materials never given.
  

  Business Response

  Date: 10/08/2022

  Business Response /* (1000, 14, 2022/10/08) */
  We understand the customer's frustrations and 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, 16, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The item was not discounted or discontinued at the time of purchase, not was communicated that the item was at the time of requesting a refund. We will not pay for something we did not receive.
  
  
  Consumer Response /* (2000, 18, 2022/10/18) */
  After consideration, we have decided to accept the 80% of the refund.

• Initial Complaint

  Date:08/22/2022

  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 March 10, 2022, for 2 medicine cabinets in the amount of $404.68. After many phone calls regarding the ship date of the product, which kept getting pushed further and further away, I finally decided to cancel the order and request a refund on June 29, 2022. I have made several phone calls to the business regarding my refund and keep getting told my refund is processing. They finally told me I have to give my bank an authorization key, which they provided, in order to pull the refund to my account. I gave that number to my bank and they replied they have never heard of such. I am still waiting for my refund. Now I am learning that this company has done this to many people.
  

  Business Response

  Date: 09/09/2022

  Consumer Response /* (2000, 9, 2022/09/09) */
  The complaint has been resolved. We did receive a refund in full. Thank you for your assistance.

• Initial Complaint

  Date:08/22/2022

  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 January 1, 2022 I ordered flooring from the company. Order number **** for $416.00. They charged my credit card immediately and said it would be approximately 3- 10 weeks before the item was to be shipped. That date came and went so I emailed and they said the order was running late and it would be the middle of April. Again, came and went and so in May I contacted them again. Again they said it was delayed till the end of May. I asked for verification from them that they had indeed ordered the flooring and if they would send me the information they had received from the supplier. I did not receive anything from them. On July 6th, I emailed them again asking for a full refund and the response was they would send the request to their business office right away and I should have the refund within 2-3 weeks. Last week I contacted them again and said I would file a complaint about being scammed. Still have not heard anything back from them, nor have I received a refund. I do have copies of all the emails if you want them.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 9, 2022/09/18) */
  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, 11, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have had NO contact with the business as they indicated in their response to you.

• Initial Complaint

  Date:08/21/2022

  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.

  ORDERED FLOORING ON JUNE 28TH . THEN I WAS TOLD THAT THEY COULD NOT GET IT ANY MORE. SO I ASKED FOR A REFUND ON ORDER # ***** 7/23/22. I KEEP CALLING AND THEY KEEP TELLING ME THEY WILL CHECK ON IT BUT ON REFUND AS OF 8/22/22. ORDER WAS FOR $605.29
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 8, 2022/09/15) */
  We believe the customer's complaint is valid, and we have already resolved the customer's concern by issuing a refund of $605.29 on 8/22/22, which the card provider 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.