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:03/28/2025

  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 5 custom prints March 2025. I had a 40% promo code and spent $220. I checked the websites return policy which stated, We are unable to accept returns or exchanges unless the product is defective or damaged upon arrival. And it also stated, Our goal is to ensure you're completely satisfied with your Smallwoods experience. These statements made me feel confident in order pictures for my home even though this was my first time ordering. The prints arrived blurry with little dots in all the pictures. One of the frames was warped. The photos I uploaded were high quality and professionally taken. They are not blurry even when zoomed in. I contacted customer service that same day and was told they could offer me store credit for one of the prints. When I responded questioning this solution I was ignored. At this point I just want a refund even though I had originally asked for an exchange.

  Business Response

  Date: 04/04/2025

  Hi ******,

  We are sorry to hear that you are displeased with your order. We did go ahead and take a look into the communication with our specialists, as well as the order and see that the prints received do match the images that were uploaded. It does appear that the damaged item was fully refunded. We always encourage our customers to reach out to our Loyalty team prior to placing an order to ensure the best print quality. At this time, we would be unable to provide a resolution as per our custom item policy. We appreciate your feedback regarding your experience and our products and will take this into consideration moving forward. 

• Initial Complaint

  Date:01/14/2025

  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.

  On 11/25/24, I ordered 4 framed photos from SmallWoods. After the photos arrived, I immediately noticed the coloring was very off from the photos I uploaded, and the photos are slightly blurry which shouldn't be since they were taken by a professional (high resolution). I contacted Smallwoods on 12/10/24 in regard to this, but was not home at the time and unable to provide photos of the product. Over the holidays, I placed my photos on my fireplace mantle to give them a chance, but the coloring still kept bothering me because it was not correct, and not acceptable. I recontacted Smallwoods on 1/12 via the online form with photos. I was sent a non-personal form rejection email for them saying that they met their "QB standards" and would not provide me a resolution. I initiated an text chat on 1/13 to speak with a CSA and they gave me the same standard reply. These photo prints are NOT satisfactory. I have ordered from Smallwoods before and been happy with the quality. I ordered again being confident in the statement on their website, "We make it simple if you are not completely satisfied with every order, we promise to make it right." I have now found that this statement is NOT true. Not only from my experience, but in reading numerous online reviews. I would like Smallwoods to stand by their guarantee and own up to not printing a quality product in this instance. I would like to return the poor quality photos I currently have in order to have store credit for reprinting. $200.78 is a substantial amount of money for my limited budget, and I truly just want these to proudly display photos of my children in my home.

  Business Response

  Date: 01/16/2025

  Hi ****, 

  We hate to hear that you had a poor experience with us. We did take a look into the communication with our specialists, as well as the order itself and it does appear that the items received do match the images that were uploaded to our website for printing. Our custom items are considered final sale as they are unique to you, therefore, we are unable to offer a replacement or refund at this time. We very much appreciate your feedback and will be passing this along internally. 

  Customer Answer

  Date: 02/03/2025

  I missed the deadline to respond to this complaint due to personal circumstance. I am not, however, satisfied with the response from the business.
  I ordered 4 prints that were portraits of my children. I am attaching 1 example of the photo that was uploaded from the professional photographer and the print received from Smallwoods. The color of the print is clearly not true to the original. The 3rd upload that I am providing is the guarantee posted on Smallwoods website. They are not currently honoring this guarantee.

  Business Response

  Date: 02/06/2025

  Hi ****,

  After taking another look into this order and comparing the original download to the print received, we can confirm that the print did meet our QC standards as it pertains to the coloration of this photo. We will reproduce color from your submitted photograph file as closely as possible but cannot exactly match color and density, monitor calibration, and image resolution requirements. Keep in mind our high-quality commercial canvas printing process utilizes CMYK colors, unlike monitors which use RGB. Sometimes photos can be over-saturated or under-exposed with colors based on the conversion from RGB to CMYK for printing. Also, since our textured canvas is such a porous material it accepts colors and inks differently than flat photo paper and how your monitor represents color. We appreciate your feedback very much and always encourage customers to reach out to our Loyalty team if they have any questions or concerns with their images prior to placing an order. 

  Business Response

  Date: 02/13/2025

  Hi ****,

  We appreciate your feedback regarding our products and would like to provide further clarification. Digital images displayed on a bright monitor often look more vibrant than when printed on canvas, as the two mediums cannot be perfectly replicated. Additionally, the lighting conditions in which a print is displayedsuch as dim or artificial lightingcan further impact its perceived coloration. Based on the photo submitted, it appears that the print is in a dimly lit environment, which may be affecting the way the colors are perceived. However, please know that our quality assurance team carefully reviews each print to ensure it meets our coloration and quality standards before shipping. If a product does not meet those standards, we are always committed to making it right for our customers.

  We appreciate your feedback and will be sharing it internally. If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   
  It has become evident to me that Smallwoods has no intention of honoring their promise, "We make it simple if you are not completely satisfied with every order, we promise to make it right." There is not much more to say with Smallwood consistently claiming they do not have to honor this because their quality control team rejects any reasoning you provide them with. I want to reiterate to other customers that I have had good luck with *********************** in the past, I felt confident ordering from them due to previous experience and their "guarantee." But in my experience, and upon reading other reviews, it appears Smallwoods, at no time, will honor their statement of the customer being "completely satisfied." If you order turns out, great! If it doe not, Smallwoods will NOT help. So, it is a ******. Smallwoods has taken no steps to "make it right." Empty promise. Be cautious when ordering with them. My next step is to contact my credit card company about their protections.

• Initial Complaint

  Date:11/25/2024

  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 made a pretty large purchase of several framed custom photos last month from Smallwood at the prompting of several people recommending them in a ************** that I am a part of. After receiving the products, wedding photos that were high resolution from a photographer, I noticed that they were extremely blurry and textured strangely. I expected to receive very clear images when paying this much for a product. I would have printed at ******* for much cheaper if I had wanted this kind of print quality. I contacted Smallwoods offering to return the products to them for a full refund. They said that the images match their standards. Very disappointing and I will definitely not be purchasing any more products from this company. I will now have to spend the same amount again somewhere else because while these products match Smallwoods standards, they certainly do not match mine. I would not feel comfortable giving these photos to elderly family members as Christmas presents who will need to look closely at the photos, only to see blurry images. Very disappointing customer service as no remedy was offered for my situation.

  Business Response

  Date: 11/27/2024

  Hi Victoria, 

  We hate to hear that you are not pleased with your experience with us. We took a look at your order, as well as the communication with our specialists and see that you ordered our wood framed signs. We do print on a textured canvas instead of a smooth canvas as stated in our product description on our website. It does appear that these prints do match the original uploads in the order and meet our QC standards. We appreciate you for reaching out to us with your feedback.

• Initial Complaint

  Date:11/21/2024

  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 11 custom frames. Five were 22x44 and six were 25x25. The photo prints are terrible. The photos are blurred and do not match what I downloaded and sent them. I even provided multiple examples of the computer screen clarity in comparison to what their printed photo looks like. You can clearly see that their printed photos are blurry. They told me since it passed their quality control they wont reprint or anything. For the price of $600 this is unacceptable. They did not offer any help. I sent multiple emails with photographic evidence of the issue. They are blatantly ignoring the issue.

  Business Response

  Date: 11/21/2024

  Hi *******,

  We hate to hear that you are not pleased with your order. We did take a look into your order and the communication with our specialists. After reviewing the photos that were submitted and comparing those to the original images that were uploaded in our system, the items received match the images that were uploaded and do meet our QC standards. We are unable to replace or refund these items since these are custom items and are non-refundable per our custom item policy. We do appreciate you for reaching out and for giving us feedback. 

  Customer Answer

  Date: 11/22/2024

  I am rejecting this response because:   
  The printed photo clarity is not the same as the uploaded photo clarity. I am attaching screen photos of zoomed in photos I uploaded vs photos of the prints they sent me. Completely blurry printed photos. For 600 that has to be the worst quality ever. 

  Business Response

  Date: 11/27/2024

  Hi *******,

  We are very sorry that we were unable to come to a resolution together on this. However, as a courtesy to you, we did generate a specific code for you that can be used on your next purchase. The code is tied to your email, *********************************, and will apply automatically when using this email at the time of your next purchase. We appreciate your feedback.
  

• Initial Complaint

  Date:05/22/2023

  Type:Product 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.

  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

  Date: 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

  Date:05/03/2023

  Type:Product 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 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

  Date: 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

  Date:04/20/2023

  Type:Product 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 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

  Date: 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

  Date:03/29/2023

  Type:Product 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 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 offering

  Business Response

  Date: 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

  Date:03/08/2023

  Type:Product 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.

  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

  Date: 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

  Date:12/19/2022

  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.

  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 nothing