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:02/28/2023

  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 made a large purchase from Super Arbor, and continued to be told they were working on my order, and each time was Dec 21, Jan, March, and July 2022, each time being told 3 to 5 weeks. Then in July 2022 I asked what my options were, since I had not received my order. I was told they could process a refund. Then in Sep 22, I was told they were working on the refund, and at this time I have never heard back again. Now I'm trying to work through you to get a resolution.

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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 placed an order (order#******) and paid in full on 11/1/22, confirmation stated product was in stock and would ship in 2-7 weeks. I emailed in 12/21/22 requesting an update since it had been more than 7 weeks and they responded with an automated message with a "track your order" link, when I clicked on it, it stated order unfulfilled. I then responded asking when it would be fulfilled or requested a refund since they could not fulfill and in stock item. They then responded on 12/22/23 stating that my delivery ETA was the first week of February. I still have not received my product or been issued a full refund for a paid product. Also when I click the "track my order" link now, it says "page not found".

• Initial Complaint

  Date:02/28/2023

  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.

  I placed an order on 1/31/2022. There were several communications about delivery delay and even an offer for a 5% discount to receive a different color. Cancelled order and requested a refund on 9/14/2022. Initially there was acknowledgement of my request, but there has been no response to email, voice mail, face book message since 10/19/2022. Requested assistance from ******************* (the credit card I used) on 2/1/2023. Received response on 2/26/2023 that they could not assist since original charge was to old. I am turning to you as a last resort. I am seeking a full refund of $1,069.26.

  Business Response

  Date: 03/20/2023

  We believe the cardholders complaint is NOT valid at this time as the customer purchased a final sales item, and we are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor.  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.
  
  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19512122
  
  I am rejecting this response because: I have received no communication from Super Arbor about HOW then intend to resolve this.  Are they offering a full refund?  A replacement item in a different color?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/27/2023

  Type:Delivery 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.

  This was the second email sent on 2/9/2023;I placed an order #****** and returned such order #****** on 1/9/2023 and still have not received my refunds. Also I placed another order #****** on 12/29/2022 and haven't heard anything so please go ahead and cancel and refund this order #****** as well. Unfortunately, I have gone with another company that can service my needs in a much better and more efficient way. Thank you for your time,*************************** ************ Each order was roughly $175.34 total $350.68

• Initial Complaint

  Date:02/27/2023

  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 August 22, 2022 I placed an order for 10 boxes of flooring, this was not discontinued upon placing the order. It was for a total of $528.22 and was suppose to ship is **** weeks. In January, I had not heard anything to followed up to check on the order. They then said that the flooring was still backordered and was estimated to ship in March. That's when I asked them to cancel and refund the order. They then claimed that the product is now discontinued and the sale has become non-refundable. Then ,a couple of days later in January the flooring was magically prepared for shipping and "shipped" estimating that it would arrive the first week of February. Since then I have constantly fought with them over wanting my refund, and no flooring delivery has been attempted or completed. All I want is my money for the product that they have been unable to produce.

• Initial Complaint

  Date:02/26/2023

  Type:Product 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 floors from this company about 3 months ago. They said it would take 2 to 7 weeks to arrive but I have not seen the floors. I have contacted them 7 times to try to track my floors or to get a refund and have not received a response.

• Initial Complaint

  Date:02/21/2023

  Type:Product 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.

  We ordered tile through Super Arbor on Sept. 16th 2022. It is now Feb 21 and still no tile. I have been back and forth with the company about how long the shipment has taken, when I can get a hold of them, which is very rare the order is always pushed another month. At this point this has pushed our project way behind and I'm currently trying to get them to just refund our money as we'll be getting a different tile. I have left numerous messages with no call backs. Any email response comes with another month tacked onto our wait time. I think this company is a sham at best or fraud. Would tell anyone looking at buying through them to steer clear!

• Initial Complaint

  Date:02/21/2023

  Type:Product 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 purchased a vinyl flooring product from Super Arbor on December 27, 2022, receiving an instant confirmation with order #******. The product showed in stock on their website during the purchase process and in the confirmation email. On December 28, Super Arbor charged my credit card $324.57. On December 30, Super Arbor emailed me to say the item was not expected to be in stock until late February 2023 and ask if I would prefer to purchase a different item. I responded that I would wait for the original item instead of buying a different product. Within 24 hours, Super Arbor responded via email to confirm they received and understood my message.On January 8, I emailed Super Arbor to request cancelling the order because I found the item in stock elsewhere. I received no response for 12 days, so I emailed again on January 20 again asking for cancellation and refund. On January 23, Super Arbor responded to say they would process my refund within **** business days. On February 7, well beyond the **** business days, I emailed again asking for a status update because I had not received a credit back to my credit card. I received no response so emailed again on February 13. On February 13, I told Super Arbor I had lost my patience and that if I didn't receive my refund immediately, I would request my credit card decline the original purchase and would report them to the BBB. On February 15, Super Arbor apologized for the delay and said I would receive a refund confirmation "shortly." It's now six days later and still I have not received my refund or further communication from Super Arbor.It has now been more than six weeks since I originally requested a refund and I have no confidence Super Arbor takes my request seriously. I'm filing this complaint as a last resort because they have ignored several polite attempts to resolve the issue amicably.

• Initial Complaint

  Date:02/20/2023

  Type:Sales and Advertising 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.

  Placed order#**** on 2/23/2022. The order consisted of:1. Accent Satin Nickel Privacy Bed/Bath Door ****** x 3 = $122.19 2. Quoizel Unity 13-in Mottled Black with Brass Modern/Contemporary Semi-flush mount lights x1 = $110.98 3. 3.5-in H x 21-in L Ariston Natural Marble Bathroom Side Splash x2 = $49.96 Total with shipping and taxes = $330.60 First Email sent to check on status of order 5/14/2022 Response from Super Arbor on 5/24/2022:We appreciate your patience. Our vendors are working very hard to get orders out as soon as possible. Current ***:Accent Satin NIckel May 27 - May 31 Quoizel Unity 13-in Mottled Black is 1-2 weeks Ariston Natural Marble Bathroom Side Splash is 1-2 weeks Second email reach out 7/1/2022 requesting to have order canceled since I was no longer able to wait for the items.Super Arbor responded on 7/9/2022 with the *** between 1st and 2nd week of August. They asked for me to advise on how I would like to proceed.Third email reach out 7/14/2022 which I sympathized with their position but asked to continue to move forward with canceling the order. Super Arbor responded on 7/14/2022 indicating the request was forwarded to the team and to allow 3-5 business days for the team to review the cancellation request. Fourth email reach out 9/26/2022 to follow up on the request to cancel the order.Super Arbor responded 9/26/2022 indicating they had followed up with my refund to their team. Once processed, they would send an email confirmation.To date 2/20/2023 I still haven't received any merchandise that I ordered and paid for. No additional follow up on the order being cancelled or any refund. I've called a phone # on their website ************** multiple times but have not been able to speak with anyone. A recording states they can't take the call at that time and to leave a message and someone will get back to me. However, no return call has been received. Would appreciate any help you can provide.

• Initial Complaint

  Date:02/20/2023

  Type:Product 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.

  My husband and I are renovating our house in *********. On 8/24/22 I made an online purchase for vinyl flooring from Super Arbor. The total price was $2,088.00. When purchasing the flooring the shipping time was listed as. Issue #1: ~1-2 weeks after purchase I received an email stating that shipping would take longer than expected- no big deal as there are major supply chain shortages occurring. Issue #2: Towards the end of October they again moved the delivery date to end of December 2022. At this time they offered me an alternative product which we declined. Problem#3: In late December after declining their offer, they responded that delivery would occur mid-Feb 2023. I called the number listed on the email in an attempt to get verification of the delivery, which was now 6 months delayed. I was able to get ahold of someone however the individual was unable to confirm delivery in mid-Feb. Due to the repeated delay and lack of confidence in the company's ability to deliver, I emailed on January 4th to inform them I would like to cancel the order. Additionally, I called the following day to confirm cancelation. They answered and verbally confirmed that I would receive both an email confirmation of cancellation and that a refund would be issued in **** business days. No cancelation email was received or refund issued within this time period. On Feb 19th, after I repeated unanswered calls and voicemails to the company by myself, I emailed requesting to speak with the ******* department- there was no response. My husband then called and was able to speak with a "new hire" who was "off-site" and unable to put me in touch with the company as she only interacted with the company via email. The following day he called again. There was no answer and so he left a voicemail. On Feb 3, 2023 I received an email confirming the original order was cancelled a refund has been issued. However, I have yet receive the refund. I would appreciate any help to recover our lost money.