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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Pictures printed very grainy/blurry. I reached out to customer service about this and they told me that it was up to their standards. The two photos you are unhappy with are photos that are taken at a further distance making the people and fine details much smaller compared to the other three. That is why these details may look grainy when viewed closely. The optimal viewing distance of these prints is 3 to 4 feet. I am not paying a high price for my pictures to be printed to where they look okay from a distance It should be told to the consumer that your photo may print of low quality. I even had sent in the photos to check quality and they told me the pictures were of high quality and resolution and should print clearly. It is clear to me they are not capable of printing high quality prints or else they would have offered to reprint but they know they are not able to deliver such. They have low quality control standards for a high price.
Business response
05/24/2023
Hi *******,
We hate to hear that you were unhappy with some of the items you received. We did take a look into this for you by reviewing the communication with our specialists and your order details. It looks like our Loyalty team created replacement items for you which show to have been delivered just this morning! We appreciate you for reaching out to us on this matter so that we could make this right for you.
Initial Complaint
05/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I first purchased on April 18, 2023. I have been going around and around with this company since roughly 10 days after the when my merchandise arrived. My frames are defective, which is almost impossible to see in photos. The photo quality is AWFUL. They claim they print whatever you send, whether it will be good quality or not. They claim to state this on their site. I have never dealt with a photo company, or ANYWHERE I need to provide a photo that does not reject a bad quality photo. One photo is not installed properly and is wavy, again hard to see in a photo. Frame corners are uneven. No person has given me a final answer until I called today and the rude girl on the phone said we will not refund they are within our perimeters. How do they really know without seeing. I offered to send back, I offered to cut up for trash so they know I am not trying to get merchandise for free. You would think they would at least give store credit and say please try ** again. Nothing and no communication my case is closed until I called today. I have never made a complaint like this to BBB, but these people need to be stopped. Terrible and ****** in the toilet. It will not allow me to upload any more photos.Business response
05/04/2023
Hi ******,
We hate to hear that you have not had the best experience with us. We did look into this further and see that our specialist offered to create replacement items for you as a courtesy. It looks like you spoke to one of our specialists yesterday afternoon as well. We look forward to receiving your response with updated images so that we can get that replacement order into production and get your frames changed to reflect black. We appreciate you for reaching out to ** so that we could make this right for you.
Initial Complaint
04/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered two wooden cut-outs from Smallwoods on 4/5/23. On the website, the description of the product states handcraftedstatement piece. These items are far from handcrafted. They are pressed wood items. Since they are pressed wood, the ink from the photo was absorbed into the wood and it is very visible on the sides of both pieces. I submitted a complaint to get these returned and exchanged for a completely different product and the company refuses since they are custom made and they meet their quality standards. They offered me to return the items and they would give me 50% back and I would pay for shipping. Why would I want to give back the items and receive less than half of my money back. They will not budge on returning the faulty items.Business response
04/20/2023
Hi *******,
We hate to hear that you are unhappy with your items. *********** our wood wall photos on a mdf wood and handcraft them in house to fit a specific size and specific shape. Our quality assurance team works hard to review prints to ensure that we are sending out quality products. After reviewing the images of the product that was received, these do meet our quality assurance standards. Since these are custom items, we do not accept returns as they are unique to you, however, I do see where our customer service team did want to extend a courtesy so that you can re-order another product if you would like. We do appreciate you for reaching out to us so that we could work together with you on this.
Initial Complaint
03/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered five of the same photos. One of them is lighter, which is the right one. I contacted company and they said the four darker ones are true to color and was done on a different printer which isnt true since the lighter picture is the correct one. They told me they can replace another darker one to match but I told them the lighter one was the correct one and theyre telling me otherwise. I want refund but company isnt offeringBusiness response
04/05/2023
Hello,
We hate to hear that you had anything less than a perfect experience with us. We did review your order and the communication with our specialist. It does look like our Loyalty team offered you a replacement order! Thank you for reaching out to us so we could work with you on this.
Initial Complaint
03/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Received a 25"x25" picture of 1/2 of my dog! They say my fault and want to replace at my cost. Did not receive any error messages that said image not in picture. And the very reason a company has my contact information would be to reach out knowing full well that producing this item and shipping would be wrong and the customer will 100% be calling and unsatisfied with the purchase. Said they fully understand why I would want all of my dog in the pic and are willing to bump me to the front of the production line if they can email me an invoice and i pay it. Absolutely crazy! My solution was I was willing to return this item to the company for them to use with their Production Team as an example of a picture that most definitely will be receiving a call and asking for a replacement. As a first time customer and as a customer who plans to further use them for future presents and as a company who can most certainly afford to do right by a hard-working customer who doesn't spend $50+ on a photo but once in a blue moon, this company surely knows what is best to display excellent customer service.Business response
03/09/2023
Hi *****,
We are sorry to hear that you were unhappy with your experience with us. We do outline on our website that we print photos as we receive them to allow our customers complete control in the creative process. We did take a look at your order and the communication with our specialist and see that the item did print as it was ordered. It looks like our customer service specialist offered a courtesy replacement for you. We appreciate you for reaching out to us in regards to this matter so we could work with you on this.
Initial Complaint
12/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My Order #******* says it was delivered today but I did not receive it. I contacted support who refused to give me a refund or even offer a replacement. They are blaming it on the shipping company. Honestly its not my issue, I paid for an item I did not recieve. Now Im forced to buy something locally as the item I purchased was a gift that I obviously cant give since I never received it. Im also a long standing customer who has placed many large orders in the past. This is the first time Ive had an issue and customer service was totally unhelpful. They are refusing my refund. So basically they stole my money as I paid for nothingInitial Complaint
06/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 6 custom photos from Smallwood Home. You upload your photos and if they are blurry, the automated editor will tell you if you. When I created my 6 photos they all checked none of them were out of focus according to their editing system. When I received my 6 photos, 3 of them were extremely blurry and the other 3 were blurry but not as bad, still I was unhappy with the entire purchase. I emailed the company asking for a refund of only the 3 pictures that were horribly blurry, or the chance to replace the 3 since they are unusable. They emailed me back saying they will do neither of the two options and offered no resolution. I pain $416 for blurry photos. I feel like this company scammed me since when I ordered the photos their own editing system showed the pictures as clear. I did not get what I ordered and I want a full refund!Business response
06/13/2022
Hi ***,
We are sorry to hear that you are not satisfied with all of your images. We did review your order and your communication with one of our specialists. It does appear that the three images were lower in resolution than what we recommend for our XL size frames. Additionally, the clarity of these images were not the best when zooming in on the photos. We recommend uploading the original high resolution images to our website, as well as checking the overall clarity before placing an order with us. You can find our list of recommended resolution sizes in our FAQ's on our website. We also have our Loyalty team who is always happy to check the quality of your images before you place an order. We would highly recommend sending your images to them in the future when placing your next order. We really appreciate your continued support with us!
Customer response
06/15/2022
Complaint: 17417905
I am rejecting this response because: They are offering no help to resolve the issue. They fraudulently misrepresented the items I would be receiving. I should get a refund or the items replaced.
Sincerely,
***********************Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered 3 prints from this shop and 1 of them printed very blurry. After reaching out to customer support they told me there was nothing they could do since it was a custom order. They asked for a photo of the canvas received and then claimed that it matches the photo that was submitted. I sent in the chat the photo I uploaded and they advised the photo I submitted may have been a screenshot or a different photo which I ensure is not. When I asked why the system did not alert me if it detected the resolution was "low" or "blurry" they could not provide an answer. This photo was professionally taken and was definitely no where near blurry. The color is also not the same as original photo and I expressed this to them as well and they once again ignored that comment. The response that I kept getting was that there is nothing they can do but that they hope I will shop again with them in the future... Definitely will not and do not recommend this business to anyone. The website states "satisfaction guarantee" but obviously this is a false statement.Business response
05/24/2022
Hi there,
We hate to hear you dont love your custom items with us! We do see that you chose an image that doesnt have strong clarity, meaning that when the image is expanded to fit the canvas size you selected (in this case a 44 x 22) it isnt going to be as crisp as it could be. We do have systems in place to detect the resolution of your image, however your image resolution wasnt low enough to be flagged by our system.We hope you do give us another chance in the future. We also offer a free service where you can submit your images to us prior to ordering and we will happily review your images and discuss size options for you. We hope you take advantage of that service in the future free of charge.
Thank you for your continued support!
Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered 3 wood framed pictures from this company in March 2022. The pictures I sent vs what I received was 2 totally different qualities. What I sent was very clear and what I received was very blurry. I submitted a complaint in which the company agreed it did look blurry but failed to fix the problem saying it was my image that was blurry when it definitely was not. They then offered me a 20% off to fix the problem which anyone can get that discount if log on to their website. As a paying customer with pictures of proof that there is a huge quality difference they still did not fix this. Poor quality and terrible customer service. Very disappointedBusiness response
04/07/2022
We are so sorry that you dont love your custom items! After taking a second look into your order details and your communication with our specialist it does look like the item printed as it was submitted. It appears that you selected to print on our ultra-thick canvas-embossed material which does contain a certain level of texture. In the future we would love to suggest taking advantage of our non-textured material that comes with the acrylic glass covering if the embossed look isnt for you! Thank you for your support and we hope you give us another chance in the future!Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We ordered Order#*******. When we first put it up, it was perfect. However, after a few months, the photo itself (not the wood) started to warp. Upon contacting customer service, they accused us of damaging it. This is impossible as the photo is hanging in a spot that is impossible to reach or bump into. We don't have any kids so there was no way they could damage it either. The damage is also in a perfect straight line all the way down to the bottom where the bulk of the warping is. I believe the material is of poor quality and not worth what they are charging for it and would like either a replacement or a refund.Business response
03/11/2022
Hi there,
We hate to hear about your item! We took a further look into your situation and it does look like the item was damaged post-delivery. We would be more than happy to assist with any situation that occurred during the printing process as well as during transit. Thank you for your support and we hope you give us another chance in the future!
Business response
03/18/2022
We have reached out to the customer and provided a solution the customer is satisfied with.Customer response
03/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
N******** S****
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