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:08/15/2022

  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.

  On 5/4/2022 I purchased $557.80 of material from Super Arbor and never received any shipping confirmation. I emailed them on 5/30/2022 requesting a tracking number and they replied with no tracking number and a 4-6 week shipping window. I emailed them yet again on 7/11/2022 (well beyond their previous shipping window) requesting a tracking number or to cancel if it could not be provided...I received no response. On 7/17/2022 I called super arbor, spoke to **** and formally canceled my order. I also sent a formal email canceling the order (per their request). On 7/27/2022 they responded with a 3-5 day window to review the request. I again expressed my frustration and need for a prompt refund. I then received an email on 8/5/2022 (after informing them of my intention to contact the better business bureau and possibly a lawyer if my request was not met) stating a delivery eta of the material on 8/8/22. I adimately expressed my displeasure and reiterated the cancelation is in processing. They sent me an email on 8/5/22 again, they followed up with their refund team and would email me with confirmation. On August 9, 2022 I called again to get my refund and the representative told me that I should see a refund in my account by end of the week. I received no refund and called back again on 8/12/22 with no answer. They called me back to inquire why I called. I expressed that I wanted to know where my promised refund was. They responded with a statement "we will check in with our refund team and await a response by end of next week". I told them that was unacceptable and I had been more than flexible up to this point in time and I demanded my money back and informed them again I will be contact BBB and legal action. I am frustrated, angry, and have been mentally and emotionally scarred from this experience. I am completely speechless to the lack of decent customer service with Super Arbor. Thank you for your time and I hope this helps myself and future consumers.
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 8, 2022/09/05) */
  We believe the customer's complaint is valid, and we have already resolved the issue by processing a refund of
  $437.99 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 /* (3000, 14, 2023/01/10) */
  The company in question still owes me a total refund as they did not keep to their agreement to ship within ten weeks. I had called them and requested the full refund. I still haven't received the remainder of my return from this company.

• Initial Complaint

  Date:08/14/2022

  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 t molding for flooring from Super Arbor on March 22, 2022. My order number was ***** the total cost was $283.00 and my credit card was charged by Super Arbor that day for the total amount and the payment reference number for the transaction is ************* An email confirmation was received the same day and I was informed then the merchandise was not in stock as claimed on their website and delivery was 3 to 10 weeks. I contacted the company on June 24 and was informed on June 30 that delivery would be July 15 - 20. When no merchandise arrived I contacted Super Arbor again on August 1 to cancel the order and requested a refund. I was told I would be contacted in 3 to 5 days. When no contact was received I contacted Super Arbor again on August 9 and again asked for a refund. When no contact was recieved by August 14 I filed this complaint with BBB.
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 8, 2022/09/05) */
  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, 14, 2022/11/08) */
  Refund was requested from Super Arbor 90 days ago. I have reminded them every two weeks. No refund or any response has been provided. Please advise.

• Initial Complaint

  Date:08/11/2022

  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 01/29/2022, I ordered and paid $476.42 for merchandise from this company. During the ordering process, the website indicated a 3-10 week shipping timeframe. On 3/12/2022 I contacted the company for an update and received a response on 3/15/2022 stating that the ETA was the 2nd - 3rd week of April.
  
  On 05/09, I contacted the company again and received a response on 05/12 saying the new ETA was June 22-29. On 07/04 I contacted the company yet again and was told mid-August. I then asked if they even had the items in stock and received no response to multiple emails. On 07/25, I requested a refund and was told it would be processed in 3-5 business days,. I have emailed them 3 times since then with no response. All phone calls go to a voice mail and no messages are returned.
  
  I simply want a refund so I can be clear of this horrible company.
  

  Business Response

  Date: 09/13/2022

  Consumer Response /* (-5, 8, 2022/08/31) */
  The company finally responded on 8/19 saying they had issued the refund, and to allow 3-5 business days for receipt. It has now been 8 business days with no refund and they are not responding to requests for updates. This company is absolutely horrible to deal with.
  
  
  Business Response /* (1000, 9, 2022/09/05) */
  We believe the customer's complaint is valid, and we have already resolved the issue by processing a refund of $476.42 on 8/19/22. 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 from our end. We encourage the customer to reach out to their card provider to inquire the matter further.
  
  
  Consumer Response /* (2000, 12, 2022/09/11) */
  The refund was finally issued by the company and this complaint can now be considered closed. Thank you for your assistance.

• Initial Complaint

  Date:08/09/2022

  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 March 1, 2022, I placed an online order with Super Arbor for 4 cases of hardwood flooring. My credit card was charged for the full amount on the day that I placed the order. On May 15, I requested that my order be cancelled and a full refund issued since my order had not been shipped. I have repeated this request 3 times with the only response being that "our team" is reviewing the request (email 5/30/2022). On June 13, 2022 I spoke with a representative over the phone, requesting Super Arbor's mailing address, which was provided. I then sent a certified letter to Super Arbor at the address provided; this letter was returned by the USPS as undeliverable. A copy of the letter was sent to Super Arbor electronically on June 28, 2022 (automatic acknowledgement of receipt was received same day).
  As of today (8/9/2022), my order has not been fulfilled/shipped and my order status page has "expired".
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 9, 2022/09/02) */
  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, 11, 2022/09/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I specifically disagree with the suggestion that the item I ordered was identified as "discontinued or discounted". At no time has there been any mention of the item being discontinued, including after my email of March 28, 2022 or Super Arbor's response to same. No discount was applied as confirmed in their email response to me on March 4, 2022. Furthermore, this is entirely irrelevant since Super Arbor has never furnished the item that I ordered.
  
  I understand the business's refund policy, but categorically disagree that such policy applies to items that are never furnished by the business. I am not requesting a refund of an item that I received; I am requesting a refund of an item that was never supplied. The FTC's "Prompt Delivery Rules" require businesses to refund purchases that are not fulfilled within a certain timeframe. The time that has elapsed since I placed this order well exceeds the FTC's Rule as well as the maximum time stated in Super Arbor's "Shipping Time and Delivery FAQ."
  
  I also wish to note that Super Arbor has not endeavored to contact me directly regarding my order since I placed it, either to update me on the shipping status or to fully respond to my inquiries. If Super Arbor has or is experiencing any difficulty with fulfilling my order, they have never communicated that to me. They have also not responded to my letter of June 27, 2022.
  
  It is a bit incredulous to me that it should take months to "escalate" this issue to a satisfactory resolution. I would have been happy to accept delivery of the item that I ordered, but I am unwilling to wait indefinitely. Their response above seems particularly disingenuous given their lack of communication with me throughout the past six months.
  
  Thanks again for whatever assistance you can provide.

• Initial Complaint

  Date:08/08/2022

  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 place an order on May 17. I checked via phone on June 7 and was told it would ship by June 14. When product was not received I canceled the order on June 14. Despite multiple email exchanges I have not received a reimbursement to by account for the product.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/09/02) */
  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.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order for vinyl flooring, recessed lighting, and a bathroom faucet on the Super Arbor website back on April 2, 2022. The credit card has been charged for the full amount and after more than 10 weeks, no product has been received. After the 10 week period of no delivery, and no communication updates, I sent an email on June 20th requesting the items be shipped immediately. I received a "read" receipt for tracking purposes and a generic response that we "will hear back from a customer agent in the next 3-5 business days". We never received a follow up email reply or phone call. A week later on June 27th I called the company (hard to get a hold of anyone) and they said the order will be "escalated" and we will have all 3 items sometime between July 14-16. It is now August 8th and we still do not have any of the items ordered. This is unacceptable and the order must be cancelled and my card refunded for the full amount of $331.03. Thank you.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 8, 2022/09/02) */
  We understand the customer's frustrations and believe the customer's complaint is valid, and we are doing our best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. We have escalated your concern to the team and our partner vendor and we will be in touch as soon as we receive confirmation from them regarding the specific model you need.
  
  In SuperArbor, after each order is created, the manufacturer/vendor is contacted to discuss availability of the item and delivery expectation period. In some cases for certain item(s) the customer ordered will have a longer lead time due to a supply gap and fulfillment and delivery from the manufacturer/vendor will take longer as indicated in SuperArbor's Shipping FAQ. This is why SuperArbor has a standard shipping of about 28-35 business days (excluding weekends) from purchase date.
  
  We would like to ask for your consideration to 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, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It has been over 115 business days now since the order was placed. Well beyond even the "28-35 business days" listed in their response. This is totally unacceptable; a full refund is required.

• Initial Complaint

  Date:08/08/2022

  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 23 June 2022 I ordered a Pit Boss Vertical Copperhead Smoker from Super Arbore for $329.00 plus $39.99 shipping total $368.99 and my Visa credit card was charged the full amount 23 June 2022. I reached out to them via email on 24 June 2022 (no response) and again on 6 July 2022 (see email chain attached). On Saturday 5 Aug 2022 I reached out to them via land line with no answer or message option. As of today, 8 August 2022 my Super Arbor online order no longer exist (previously did) and my online account has been deleted and/or erased. I'm seeking full refund for the amount paid of $368.99.
  Thanks, *****
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 9, 2022/09/02) */
  We believe the customer's complaint is not valid at this time, as we have already done the best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. The customer's order has been shipped out, which is expected to arrive on 9/2/2022. The customer was also informed via email on the tracking number and expected delivery date. We would like to ask for your consideration to close the complaint as the customer's desired resolution has already been addressed and catered to.
  
  
  Consumer Response /* (2000, 11, 2022/09/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Product was shipped as scheduled and arrived slightly damage but operatioaion. Complain resolved 6 September 2022.

• Initial Complaint

  Date:08/08/2022

  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 placed an order for lighthouse oak vinyl flooring on July 4, 2022. The amount was $1,150.96. Order number ******. They tried to send me an invoice for additional shipping after July 13, but I was already tired of getting the run around from this company (amount was charged to my credit card, removed, recharged, I had already had to contact customer service twice and the order hadn't shipped and now they wanted more money?). I cancelled my order on July 15, 2022. My cancellation was ignored until July 25 after calling customer service again. At that time, they promised I would receive a refund confirmation by Monday 8/1/22. Today it is August 8, 2022 and I am still out $1,150.96.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 8, 2022/09/02) */
  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, 15, 2022/09/20) */
  I have not been refunded my money. This company is now screening my phone calls. Today is September 20, 2022.
  
  I did not order discounted or discontinued product. This case has not been resolved.

• Initial Complaint

  Date:08/07/2022

  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 using Super Arbor"s website on 5/30/22 for a 90 capacity gun safe for a total of $2,300.16 which includes 99.00 for shipping and tax. When the order was placed, it said please allow up to 8 weeks for shipping. I emailed the company 6/20/22 asking for an update and have never heard back. I have tried to look up my order and the page is gone. I have tried to call and can not get a hold of anyone.
  

  Business Response

  Date: 09/09/2022

  Consumer Response /* (-5, 5, 2022/08/08) */
  ***Document Attached***
  
  
  Business Response /* (1000, 9, 2022/09/02) */
  We believe the customer's complaint is valid and we have already escalated this concern to get the customer's order shipped out as soon as possible. We have reached out via email on 8/8/2022 that the shipment will be pushed back to the month of September especially since the item ordered is harder to procure and has been discontinued. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (with other charges applicable) back to the customer's original payment method.
  
  
  Consumer Response /* (2000, 11, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The money for the item was refunded to my bank after I filed a dispute against the charges.

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Date 4/29/22
  Ordered 3.5-in H x 20.5-in L Dune Solid Surface Bathroom Side Splash × 1
  $25.48
  They did not have this in stock and I have not received my refund. I have been asking ever since to get it refunded to no avail. The only responses I get is that as soon as it is refunded I will get contacted. We have 21 back and forth emails since I was notified they didn't have it in stock and me trying to get my money back
  My order number is *****
  Here is a link to the emails
  ************************************************************************************************