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:07/21/2022

  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.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for roofing shingles April 28, 2022, Order# *****. I was charged at the time of ordering in the amount of $503.76.
  Once I found out the shingles wouldn't arrive when for two months I canceled the order one hour after being placed.
  I emailed the company canceling the order and was told a full refund would be issued within one week of the cancelation.
  I have emailed and called numerous times to find out the status of the refund and alway told the accounting department in unavailable and I may not speak to a supervisor or directly to the accounting dept. at Super Arbor.
  The last time I spoke to someone I said I would seek legal help to receive the refund. The person I spoke with said that is a good idea.
  Very disappointed. in this company.
  **********

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/12) */
  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, however, understand the customer's frustrations and 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, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This matter hasn't been resolved in a timely manner. I will accept a the cancellation fee of $100 leaving a refund back to the original form of payment of $400 still owed to me on this canceled order. ASAP.
  
  My only comment here is" Buyer beware". This company is a rip off.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a********* cabinet for $897.72 from Super Arbor's website on 3/2/22. I did not receive any shipping confirmation. I kept following up with the company about shipping and delivery. Delivery was continually pushed out. In July 22 they told me the price had gone up and I needed to send them more money. That seemed suspicious to me (as well as unethical). I asked to cancel. They said they would refund the order. They never did. Every time I call the number the same guy picks up and tells me they sent it to a team for review. They said they escalated.. Nothing. No response. No refund. I went on *** website and saw that they do this to everyone. They have no intent to refund me and I never received the product. I would like to be refunded for the entire order amount as resolution. They have a website that looks credible. They need to be stopped immediately before they scam more people.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 15, 2022/08/22) */
  ***Document Attached***
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a bank dispute on 7/13/22, six days before the customer also opened a *** complaint. When disputes are opened, any refund is put on hold when a bank dispute is opened and until a resolution is reached. However, we have already resolved the issue with their bank prior to the customer's opening a *** complaint. We have already resolved the issue by issuing a refund of $897.72 on 7/12/22, but due to an error with the payment processor, the refund didn't go through. 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, 17, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company had every chance (many weeks) to refund me before I started actions to try and get my money back. (*** and Credit card dispute) I asked them nicely multiple times to follow through with their refund. I gave them time and kept following up, with phone calls, but they never took any action to make good in their promise to refund me. They kept saying they sent it to a special team and then subsequently did nothing. They have been stalling and continue to stall. We all know it should take them less than 15 minutes to issue a refund. They just chose not to. The refund they said they were issued in July never went through and they had no intention of it going through. They are currently stalling with my bank by not responding and not refunding. This is a straight forward case. They did not deliver a product, promised to refund and did not do so. This company is a scam designed to take people's money, and hope that it's not worth the effort to them to try and recover it. They need to be shut down before they scam more people. They should be ashamed of themselves, and the audacity that they have is incredible to me. They really think that people are that dumb to believe that issuing a simple refund is a highly complicated event..
  
  
  Business Response /* (4000, 19, 2022/09/05) */
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a bank dispute on 7/13/22, which was resolved in favor of the customer on 8/23/2022. We have already initially resolved the issue by issuing a refund of $897.72 on 7/12/22, but due to an error with the payment processor, the refund didn't go through. We would like to ask for your consideration to close this complaint in our favor as the customer's concern has already been addressed and catered to.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3, i ordered 6 bathroom vanities of different styles, 2 were $199 each and the others were free, and was given a 3-10 week time frame for them to fulfill my order. Contacted them 3 times during this time frame, first one was to cancel but they responded to give them time to complete my order, second was June 15 and responded with an extra 4-5 week time frame, final one being at the end of the 8 weeks and was ignored. Spent $474.12, including taxes and shipping, and my card had already processed this charge without receiving my full or partial order. Upon checking my order it has now been deleted from their website, fortunately I have provided a screenshot for when it was available.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 8, 2022/08/09) */
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a bank dispute on 7/18/2022 the same day the customer also opened a BBB complaint. After we submit a formal response to the bank, 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 bank dispute is opened and until a resolution is reached.