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:11/28/2023

  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 placed an order on 11/11/23.41 in. 16-Drawer Tool Chest and Cabinet Set, paid ****** via credit card. I have only had 1 email response stating it would be shipped in 2weeks, this was 11/17/23. It is now 11/28/23 and I have had no communication with them. I have emailed them every other day in hope of a response. I honestly just want my money back.

• Initial Complaint

  Date:11/28/2023

  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.

  On 4/27/23 I placed an order on the website provided but requested cancellation after finding out the the timeframe of delivery. ******** stated that I could just declined the package at the time of delivery since purchase was processed. Item was delivered with someone else name but with my address and was left on the front door without a notice. Since it was a large package I wasnt sure how I was going to return it back, it didnt fit on my vehicle. I noticed there where labels from ********** and information about the order and how to return it back. I called and I was able to arrange a picked up on 5/11. I advised merchant by Email that it was picked up and was told that when it was received at the warehouse a refund was going to be processed.I did not hear back from merchant and decided to open a dispute with my credit card Discover. As of this date, this merchant has been telling the credit card company that the item was a final sale and that it couldnt be refunded when they agreed for me to send it back. Credit card company advised for me to file a claim with the business practice bureau since the merchant keeps declining to proceed or agree to refund the money. All the proofs were submitted of ****** communications and receipts of returned item. I tried to communicate with this merchant and I still havent receive a response for a resolution.I really need your help, Im a single mother with a lot of bills to pay. Its not fair for these type of businesses to be operating this way. Taking peoples money and not accepting their responsibility. I feel this business is scam. They order products from a major store then act as a third party company not taking responsibility of what happens next after they charge the customers. They steal the products and peoples money. Please do something about, it will be greatly appreciated.

• Initial Complaint

  Date:11/20/2023

  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.

  We ordered online a Vented Propane Heater from Spring Arbor back in Aug 2023.They looked legit and I had called them to ask questions regarding delivery. The order took place in August ***** #*******. I called them, chatted with them online regarding delivery and have the following email strings of communication:11/2/23: We hope this email finds you well. We wanted to provide you with an update regarding your recent order.Unfortunately, we regret to inform you that there has been a delay in the delivery. The updated ETA for your order is between November 7 and November 15. We understand that this delay might be frustrating and we sincerely apologize for any inconvenience caused.Rest assured, our team is working diligently to ensure your order is delivered to you between those dates.Oct 30, 2023, Checking to see if this order will be delivered today as scheduled.I am assuming it will be here today, since it was ordered in Sep and charged to our credit card.Please give us a status Oct 26, 2023, Anytime now until the 30th.Super Arbor Team Oct 25, 2023, Will we be receiving our order by Oct 30th? I want to assure you that your order has been successfully processed and is currently on its way to you. However, I wanted to let you know that we don't have a tracking number available for this particular delivery. we use a truck delivery service for this type of shipment.this method of delivery unfortunately doesn't provide us with a tracking number.our delivery team is doing their best to ensure that your order reaches you in a timely manner. If you have any concerns or questions regarding the delivery Fri, Oct 13, 2023, This is to inform you that we have already processed your order.You can expect delivery between 10/20-30. Oct 02, 2023, Thank you for reaching out!Your order has been received and we are working on getting it shipped out.We will email you a confirmation once it ships

• Initial Complaint

  Date:10/25/2023

  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 purchased Smartcore Canopy Oak flooring from the vendor online Order #AR721328). The price for shipping 4 boxes was calculated "at the time of checkout". The cost for shipping was calculated at $49.99. Approximately one week later I received an email from the vendor requesting I pay an additional $96.64 for shipping. When I called to inquire about the difference, they said according to the terms posted on their website, they can change the price for shipping at any time. I reluctantly pair the additional costs. When I received the flooring, the product was not what I ordered. I received flooring that looks similar but is not the Smartcore I ordered. I received plain white boxes of a generic/similar flooring but not what I ordered.

• Initial Complaint

  Date:09/11/2023

  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.

  On 11/2/2022, I placed an online order (order #******) for flooring with this company that advised it will be shipped in 2-7 weeks. After no update from the company was sent regarding shipping or the like, I emailed them on Feb 23rd 2023. This was their response on Feb 27th, 2023 "Hi *******, We're sorry your delivery is running late. Our vendors are working hard to ship as quickly as possible. Current ETA is between the 3rd-4th week of March. We will email you a confirmation once it ships, which will also include tracking information. We apologize for any inconvenience this may have caused. Thanks, Super Arbor Team". Then, after still no response to any shipping information, on 6/6/23, I emailed them to cancel and refund my order. On 6/8/23, this is their response, "Hi *******, We will forward your cancellation request to the team. Please allow them **** business days to review and process this request. In the meantime, please let us know if you have any questions or concerns. Thanks,Super Arbor Team". Again, there was no update given about this refund, so I emailed them about it on 6/27/23, but received no response at all. Then, I called them on 7/23/23 and was told that my call will be "escalated" and I could expect a return response. on 7/23/23, I also sent an email to them asking for them to refund my order and received this reply on the same date, "Hi *******, This is an automated message to let you know that we've received your message. You will hear back from one of our customer agents in the next 3-5 Business days. Thank you for your patience! Super Arbor Team". Again, since there was no response, I called them on 8/28/23, and spoke to ******** there, who advised me that she has no access to my information other than to request "management" to review my claims in "escalations".

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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: 4-18-2022 / AMOUNT: $898.88, / Business provided nothing. / Ordered 8 - 14 ft. of SM-RIB GALVALUME STEEL 29 GAUGE ROOF/ SIDING PANEL RED. / Business did not try to resolve problem. / ACCOUNT NO. ***** / No advertising. The order has still not been delivered. I called and sent e-mails but nobody has contacted me.

• Initial Complaint

  Date:08/24/2023

  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 placed an order on January 2,2023 and was told delivery would take roughly 90 days. In April I reached out to get an update and was told it would be at the end of may. In June I began to reach out requesting they cancel and refund my order. It has been very difficult to speak with anyone or get responses via email. Each correspondence I have had has taken multiple attempts to make contact. Finally on July 7, 2023 I was told my order was cancelled and should have a refund within ******************************************************************************************************************************** his name and was told the refund would take 20 days from date of cancellation. I still have not received a refund and have again started the process to try and make contact with someone in the organization. My order totaled $938.10. I am not hopeful I will ever see this refunded considering the order was now placed over 8 months ago.

• Initial Complaint

  Date:08/23/2023

  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.

  Ordered some flooring and they said they didn't have it. Ask for refund and have not heard anything for a month

• Initial Complaint

  Date:08/16/2023

  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 ordered floors from Super Arbor online at the end of July 2023. I ordered what I thought was SmartCore Pro LVT floors in the color Canopy Oak I since it was discontinued and I needed to finish my house. What I received was not in SmartCore pro boxes (even though they said it was the true stuff). They said they had to repackage it because the original boxes got wet. Contractor tries to install this knockoff c*** and it was extremely difficult to install, nothing like SmartCore pro that we installed in another part of the house. We have leftover boxes of the real SmartCore pro and you couldnt even use it with these floors. Out of 20 boxes used, 8 boxes worth broke. They claim it is real SmartCore pro and it isnt they refuse to refund me because they need the entire order back Hello, we tried to install it and 30% of it broke!!! Complete scam!!!! I am now out $2,000 and then had to go and spend another $4,000 on real LVT to finish the job! This company should be shut down!

• Initial Complaint

  Date:08/02/2023

  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 flooring through their webiste ************************************** and it was may 2022 and have not recieved product asked for refund serval times. called company and spoke with live person and they assured my refund was approved and still no refund. here is some of the messages that were sent.. also have emailed them twice since may and now they will not respond at all Order #***** Super Arbor <*******************************>You <*********************>Fri 5/12/2023 12:15 PM Hi ********,We have followed up on this request with the team.A confirmation email will be provided shortly once processed.We apologize for the delay.Thanks,Super Arbor Team On Wed, May 10, 2023, at 10:43 PM, *****************************. **** <*********************> wrote:Need status of my refund please??On Thu, Apr 13, 2023, at 04:25 PM, *****************************. **** <*********************> wrote:I would appreciate a response from someone I have even tried to call the office and no answer and no return call.On Mon, Apr 10, 2023, at 09:52 PM, *****************************. **** <*********************> wrote:Im checking on my refund. I still have not received it in my bank account. Can you give me the status?On Thu, Apr 06, 2023, at 03:27 PM, *****************************. **** <*********************> wrote:I still have not received my refund. Its been over 10 business days. Thanks On ******** 11, 2023, at 06:09 PM, Super Arbor <*******************************> wrote:Hi ********,We will forward your request to the team.Please allow them **** business days to review and process this request.In the meantime, please let us know if you have any questions or concerns.Thanks,Super Arbor Team On Fri, Mar 10, 2023, at 06:11 PM, *****************************. **** <*********************> wrote:I would like a refund.On Mon, Jan 09, 2023, at 06:29 PM, Super Arbor <*******************************> wrote:We have left a note in the order to proceed with your request should there be any issues and ask them to expedite the process.As soon as we hear back update on the delivery, we will let you know.Thanks,Super Arbor Team On Sat, Jan 07, 2023, at 03:35 PM, *****************************. **** <*********************> wrote:If i will not be getting my product this month I would like to get a full refund please. Thank you.On Fri, Dec 09, 2022, at 09:53 PM, Super Arbor <*******************************> wrote:We appreciate your patience and understanding.We'll let you know if we see an update on the order.if you don't hear back, please feel free to reach out and we would be happy to assist.Thanks,Super Arbor Team On Thu, Dec 08, 2022, at 05:23 PM, *****************************. **** <*********************> wrote:I would like to keep it for now.On Wed, Dec 07, 2022, at 10:37 PM, Super Arbor <*******************************> wrote:Hi ********,I'm reaching out to let you know that we're experiencing a higher-than-usual demand for this flooring, and unfortunately, your order has been impacted by the delay.We can only ask for your understanding, and we are doing everything we can to get your much-needed box to you as soon as possible. The lead time for this item is between the 2nd-3rd week of January.Please advise us on how you would like us to proceed with the order.Thanks,Super Arbor Team On Wed, Dec 07, 2022, at 12:03 AM, *****************************. **** <*********************> wrote:Just wanted to get update on order status please?? Thanks On Tue, Oct 04, 2022, at 10:22 PM, Super Arbor <*******************************> wrote:Hi ********,Thank you for confirming.Our fulfillment team will update you if we see a significant update in the delivery schedule.Feel free to reach out for real-time updates.Thanks,Super Arbor Team On Tue, Oct 04, 2022, at 01:47 PM, *****************************. **** <*********************> wrote:I do still want the materials i have already paid for it. Just please keep me updated. Thank you On Mon, Oct 03, 2022, at 06:37 PM, *****************************. **** <*********************> wrote:Thanks for response but you state as i was advised oct.I was advised sept not October. When these dates change you should reach out to us and inform us.(...)