Smallwood Home released a statement Thursday morning in reaction to the Better Business Bureau issuing an alert against them following 200 customer complaints.
“The 201 complaints registered with the BBB over the past three years have all been resolved with those customers directly,” wrote company COO Justin Rector. “
Our Longview-based, family-owned and operated business employs more than 200 employees from the local area and processes more than 80,000 orders a month, producing and distributing more than 100,000 products a month across all 50 states and Canada. We are committed to the highest level of customer service for every one of these orders. Customers can reach out to us via email at firstname.lastname@example.org at any time.”
Customers have reported receiving damaged goods, as well as partial or even never receiving orders.
The BBB has advised consumers to exercise extreme caution when ordering products from Smallwood Home.
The Better Business Bureau has issued a new alert on Smallwood Home based in Longview.
The new alert follows a significant increase in the number of customer complaints the BBB has received about the company.
Since then, the number of complaints has grown to over 200, according to a press release from the BBB.
The majority of consumer complaints are from consumers outside of Texas. BBB is currently working with 30 Attorney General’s offices regarding the company and its business practices.
Smallwood Home is an online retailer of home decor, custom bedding, nursery furniture and clothing. The company is owned by Joshua Smallwood, according to the Texas State Comptroller’s office. The company also uses the name Smallwood.
Consumers report receiving damaged goods, partial orders and incorrect orders. Some report not receiving products or refunds at all. Consumers also report that they do not receive a response when contacting the company.
BBB advises consumers to exercise extreme caution when ordering products from Smallwood Home.
“I’m frustrated that my cousin won’t get the gift I’d sent to her and I’m aggravated that the customer service is so bad that I’ve not gotten any human to acknowledge that they’ve even seen my issue,” A consumer from Warr Acres, OK alleges. “I’m a very patient person but this is not right.”
A consumer from Somers Point, NJ reports, “No customer service to talk to. Never respond to emails. No phone to call. Item arrived 8 weeks late. Items arrived damaged. No one will make it right.”
The business has an ‘F’ rating, the lowest rating on BBB’s scale.
BBB offers the following tips for consumers shopping online:
- Know the advertiser. Check out the retailer’s Business Profile and customer reviews at bbb.org before shopping. Make sure you are shopping with a company who has a good track record.
- Check a Site’s Security Settings. If the site is secure, its URL (web address) should start with https:// and include a lock icon on the purchase or shopping cart page.
- Shop Savvy. When shopping online, take your time and read the fine print before submitting your order. Look for a return policy; although many online orders can be returned for a full refund, some may have restocking fees. Know before you buy.
- Shop With a Credit Card or Use PayPal. In case of a fraudulent transaction, a credit card or PayPal provide additional protections and allows you to dispute any unauthorized charges. Debit cards, prepaid cards or gift cards don’t have the same protections as a credit card.
- Keep Documentation of Your Order. Save a copy of the confirmation page or email confirmation until you receive the item and are satisfied.
- Keep a Clean Computer. Being on unfamiliar sites can lead to malware or viruses being downloaded on to your computer. Make sure you have the most up to date firewall, anti-virus, and anti-spyware software. Check for and install the latest updates and run virus scans regularly on your computer, tablet, and smartphone.