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:07/28/2022

  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 flooring in January 2022 from Super Arbor. I have never received it despite multiple assurances that it was just delayed. Then I just told them to cancel the order. I was told I would get a refund in 3 to 5 business days. That's now been a few weeks and nothing. I also see on the bbb complaints page that they are charging 20% cancellation fee. I did not agree to that and that is a ridiculous racket! They are collecting 20% off all orders for nothing. That's a nice little hustle. For me that amounts to over $300 for them to string me along saying they have a product that they clearly don't have and then when you finally give up they pocket an tidy sum. These people need to be stopped.
  

  Business Response

  Date: 09/09/2022

  Consumer Response /* (2000, 13, 2022/09/08) */
  Yesterday I was finally able to threaten them with going to the media and after trying again to give me the runaround, they finally issued a refund.

• Initial Complaint

  Date:07/28/2022

  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.

  On April 12, 2022, I purchased a home entertainment center for $578. They notify me that it will take 3-10 weeks for my item to ship. By May 24, approximately 6 after initial purchase I send an email and get a response informing me that my package will be sent in 5 weeks. It is now July 28, 2002 and a total of 15 weeks have passed without any confirmation of package being sent or an update on my purchase. I contacted them by phone and they tell me a request to refund just be sent by email. I have sent two follow-up emails requesting a refund and have yet to receive any response. Emails were sent on July 12, 2022 and July 19, 2022.
  

• Initial Complaint

  Date:07/28/2022

  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.

  On May 6, 2022 I placed an order for 4 items totaling $269.19. Included in that cost was $39.99 for shipping. And they require a minimum order of $200 or more just to place an order at all. That should have been my first red flag. But I assumed it was a bulk purchase thing to save on shipping cost. They charged my credit card the day I placed the order. Approximately 10 weeks later I was finally informed my order was ready to be shipped. HOWEVER, they said the shipping cost was going to be an ADDITIONAL $107.51. If they didn't receive that amount in 3 days they would cancel the order and charge me a 20% re-stocking fee. So my shipping cost was going to be $147.50. That amount exceeded the most expensive item on the order. So I of course called and refused to pay that extortion rate for shipping. They said no problem we'll keep 20% of the order total as a restocking fee. So basically they floated my money in their banks for 10 weeks, then steal 20% of it and never deliver any goods what so ever. As far as I know, they may not even be a real business but rather a website shell company scamming peoples money. I agreed on the phone when I spoke with them that I had to agree to their 20% re-stocking fee at the time I placed the order. BUT, when they came back to me looking for more money, I said you voided our agreement because you changed the terms. I agreed when the amount was $269.19 NOT when it was $376.70. They didn't see it that way. However, today I have received notice that they were going to refund the whole amount. But I will believe it when I see it, in the next 3 - 5 business days. I hope they honor that. Regardless of the outcome, they can not run a business legally like this and extort money from people by stealing 20% on a restocking clause they hold over you. It's wrong and I want to save others from my bad experience with this company. Thank you for your help!
  

• Initial Complaint

  Date:07/28/2022

  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.

  On 6/4/22 I placed an order for Rubber Flooring. My CC was charged immediately. I called to follow up on the order 6 weeks after ordering and I was told the product was still coming. I called again yesterday after 8 weeks and a gentlemen named *** said he had put in a request for an update on the order and that I should definitely receive an email update by 8:00 last night. I did not receive an email. I called back again today and *** could still not give me an update on my order. I requested my order be cancelled and that I receive a FULL refund of all Taxes and Shipping as well.
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for approximately $261 on 05/02/22 for a variety of items for a house project. After several weeks of no confirmation that the order was processed or shipped I became concerned and reached out to the company. They could not confirm that any of my items were in stock or had been shipped and told me to keep waiting. I asked if there was a phone number contact or upper management and was told email was the only company communication. Multiple emails and still no confirmation unfortunately left me no choice but to cancel my order. I was told by a representative via email that I would receive a refund processed in 3-5 days. A week later I still did not receive a refund so I did some digging and found Super Arbour does have a phone number ***************** I called and a representative said my account will be credited in a few more days. Still nothing. I emailed again and no response. This company is the worst I have ever dealt with. The are not able to accurately answer any questions about inventory or order processing / delivery or refunds. Very shady and unprofessional. Not helpful at all. I feel I was lied to and the only thing Super Arbour does well is take your money. I do not feel I should be charged for items I never received and expect my refund as promised.
  

  Business Response

  Date: 09/12/2022

  Consumer Response /* (2000, 13, 2022/09/09) */
  Hello. Yes Super Arbor finally replied and refunded my money. I had to notify them I contacted BBB before they took action though so thank you ! This business seems very shady and I think their business model may be this - have the customer place an order (which never gets processed ) then force them to cancel ( since items are never received) , charge 20% for cancellation. Terrible!

• Initial Complaint

  Date:07/26/2022

  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.

  Date of purchase: 5/13/22
  Price paid: $303.07
  
  I purchased a fan from Super Arbor. I did not receive email confirmation or shipping information after purchase. 3 days after purchase, I contacted them and was told they were working on it. This back and forth continued for several days and 9 days after purchase I filed a dispute with my credit card company. Super Arbor contacted me and requested that I withdraw the dispute because my refund would come faster if I did. I declined. They told my credit card company I agreed to terms that allowed for a lengthy delivery. It is now 2.5 months later and I have not received a product or ANY communication from the company. Their shipping terms are worded in a way that caused my dispute to be closed without a refund. I now have to send additional information to my credit card company to prove that I have not received my item.
  

• Initial Complaint

  Date:07/25/2022

  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.

  I ordered a Pit Boss vertical pellet smoker for $422.00 about 17 weeks ago. I emailed then on several occasions and got no response. I checked my account and showed my order ****** on my account as unfulfilled. After 11 weeks as they required I called them and was asked to wait 2 to 6 weeks more and since I really wanted this particular smoker I decided to wait. It's been 17 weeks now and haven't gotten any emails or calls from them. When I tried getting into my account on several occasions it wouldn't let me in so I re-registered with the same information as before. When I finally got in my name and address was set up already but I couldn't find my order ******. I feel like I've been had. Please help, I don't know what to do. If you call me please leave a message and I'll call back, I don't answer calls I don't recognize. Thank you in advance. I'm scared and desperate about losing the $422.00.
  

• Initial Complaint

  Date:07/23/2022

  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.

  Two identical orders were placed on 4/10/2022 for multiple cases of flooring totaling to $512.62. First week of May, I called the number listed on the Super Arbor site (the site displays a BBB logo, amongst others, which gave me reassurance of the legitimacy of this company) and got an answer from a man who seemed distracted, but checked my orders statuses and said delivery ETAs would be between 5/20-5/22. May 25th I emailed customer service because at that point I hadn't received a tracking number or an update. A representative by the name of "********" responded to my inquiry (the email address though, *******************************************), claiming my orders were scheduled for delivery 2-3 weeks (6/27). On 7/11, I called the number listed and it went to voicemail. I called, give or take, 20 times. After no answer, I emailed customer support once again asking about my orders, otherwise I'd file a claim because at this point recent BBB reviews are somewhat similar to my own, unfortunately, and I'm getting worried that I've been scammed. Paul from Super Arbor (email though was listed as, ******************************************) said he was advised by the team that the ETA had been pushed back to the "end of July." I'm so disappointed. I hope they'd make it right and deliver the product or refund my orders ****** and ******. Screenshots of email correspondence is accompanying my BBB claim.
  

• Initial Complaint

  Date:07/22/2022

  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.

  I ordered twenty (24) boxes of tile from Super Arbor that totaled $2,403.23. They charged $300.00 just in shipping fees. The boxes arrived on time but in poor condition. The tile was chipped and had fallen out of the partially opened boxes. The shipping costs were unnecessary, since they had the products delivered from a local carrier and purchased from a local Home Depot. Nonetheless, I did not accept the items brought to my residence, since the tile was chipped and could not be used. Therefore, I left in the van and sent it back with the carrier at the time of the delivery. Super Arbor is refusing to refund my money stating the tile was delivered and signed for which is not true. They're stating that the carrier left the tiles in my possession, which is false. I was on the phone with a Super Arbor employee at the time of delivery and let her know I would not be accepting the damaged tile and that the items would be sent back with the carrier. I immediately took pictures and sent them to the company asking for a full refund. I have emails of all the correspondences. I have been back and forth with them within the last week and they are insisting on not refunding my money entirely. They have refunded a $180.00 in total as of today. I have contacted my bank and put in a dispute for the above referenced charges, however I feel it is best to report this fraudulent activity to the BBB in hopes of getting my money refunded and to file a complaint. Also, I have pictures of the tile inside the carrier van in boxes chipped and partially open. Once again, the boxes of tile were not removed out of the van, since they were partially opened and you clearly see the chipped pieces fallen out. However, Super Arbor states that I accepted the damaged broken tile from their carrier and signed for the delivery.
  

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered flooring which was listed differently priced on checkout. Checkout indicated 1 week delivery and now being told that they have no stock and it will be mid august for delivery. I called manufacturer and they stated no product will be available until mid September. They will not fully refund my order. Claim that they are taking 20% as return when I contacted them immediately after the delivery date and price of items we changed.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 8, 2022/08/12) */
  We believe the customer's complaint is not valid at this time, and the customer's concern has already been resolved as the order has been canceled and voided on 7/24/22 under order #*****. 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.