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Business Profile

Online Retailer

Smalls

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Smalls's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Smalls has 2 locations, listed below.

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    • Smalls

      285 Avenue C Apt 6H New York, NY 10009-2328

    • Smalls

      49 Elizabeth St Fl 4 New York, NY 10013

    Customer Complaints Summary

    • 53 total complaints in the last 3 years.
    • 20 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted Smalls (via text because they do not have a call line) to see about re-routing a delivery because they shipped to my old address. I informed them that I had moved. They did not update my address and again shipped to the wrong address this month. They responded with generic excuses of not being able to re-route packages once it has left the warehouse. To sum up, I have paid them $126.57 x 2 and have received nothing for my money.

      Business Response

      Date: 12/22/2022

      Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.

      Before processing any recurring orders, Smalls reaches out via email three days prior to an order charges to confirm: the contents of the order, the window of shipping time, and the delivery address. This information is reiterated once again as soon as an order has processed successfully, and Smalls provides a two day window after an order has charged for edits or cancellations to me made. An additional email containing tracking information is sent as soon as the order then ships. Unfortunately, if no action is taken before an order has reached the final step of having shipped, we are unable to halt a delivery once en route.

      A request was made to re-route this order, and no further requests were made once our team explained that, unfortunately, the deadline for order edits had passed.

      We take reliable and consistent delivery very seriously, and our team offered to replace this second box as a courtesy once our team was informed that no address updates had been made through the customer Account Portal. This offer was declined in lieu of a refund, which was issued immediately upon request.

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Purchased a trial from Smalls.com. My cats would not eat it. So I threw it away. I canceled any further subscriptions as well as deleted my account. I got an email saying my monthly subscription was canceled as well as any further purchases. I just rec'd another order for $171.00. I immediately got in touch with the company. They stated there was nothing that could be done. The box of food (cat food) had been sent on October 7th, 2022. Today is the 14th of October. The food (cat) is rancid with water and unfrozen dry ice melting the bottom. I refuse to pay for this. I followed all directions.

      Business Response

      Date: 10/30/2022

       Smalls prides itself in our transparency, and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST.

      We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it.

      If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on Friday can be cancelled as long as we hear from you before Sunday at 6PM EST. After this time, our warehouse receive a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order. 

      We have been hard at work updating our dry ice logic and coming up with creative new solutions, like implementing smaller boxes with less loose air space so it stays cool for longer. I assure you that we are working our hardest to get orders to you in great condition, so we want to make things right for customers when orders do go wrong. This customer was refunded on 10/15.

      Customer Answer

      Date: 11/03/2022

      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 and the matter has been resolved.

      Sincerely,

      *********************



       

    • Initial Complaint

      Date:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased catfood from this business. They continued to bill us again for $171.72 for catfood that our cats wont eat.There is no way to talk with someone. The phone # provided states they dont offer phone support, instead you have to text them, which screams scammers.These people are very unsavory. There is no way to talk with them to cancel an order so the bank is stopping any further auto drafts. That card is now deleted.

      Business Response

      Date: 09/01/2022

      We have no record of this customer and are unable to assist further.

      Customer Answer

      Date: 09/01/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Then they have been hacked. We have cancelled our card so they are unable to pull anymore charges. We have also reported them as fraudulent to our bank and have put the word out. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***********************




       

    Smalls is NOT a BBB Accredited Business.

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