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Small Dog Electronics, Inc. sells and services Apple Macintosh computers, iPhones, and iPods from multiple retail stores and a vibrant ecommerce website, Smalldog.com.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Small Dog Electronics, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMr. Don Mayer, C.E.O. Mr. Hapy Mayer, C.O.O. Mr. Edward J Shepard, Marketing & Design Manager
Number of Employees
COMPUTERS-DEALERS COMPUTERS-TRAINING COMPUTERS-SERVICE & REPAIR Computer and Computer Peripheral Equipment and Software Merchant Wholesalers (NAICS: 423430)
Products & Services
Small Dog Electronics, Inc. sells the following brand(s): Apple, Belkin, Canon, Chill Pill Audio, Lacie, M-Audio, Pro Tools, Sony, Toshiba, Viewsonic
Small Dog Electronics, Inc. offers the following product(s): Apple Computer Products and Accessories, Apple computers, iPhone accessories, iPods, Peripherals for Mac and PC.
Method(s) of PaymentCash
Refund and Exchange PolicyBusiness states that their refund policy is as follows: Please note that ALL mail-order returns must be shipped back to our Waitsfield headquarters: 1673 Main Street, Waitsfield, VT 05673. Unopened item(s) may be returned in the original unopened package within 15 days of your purchase for a full refund in the amount of the then-current price or your original purchase price (whichever is lower, less shipping charges where appropriate). Opened item(s) may be returned within 15 days for STORE CREDIT ONLY. Certain restrictions and exceptions apply. Shipping charges to return the product are your responsibility. Product must be unregistered with complete packaging and support material and ready for sale as a new product. Another shipping charge will be assessed against substituted merchandise. Upon the return of an item within the return policy we will verify all parts are included and ensure that there is no user-caused failure of the item. At retail locations most often this will happen ‘while you wait,’ but in the unlikely event that a service technician is required to examine the item and the service department is closed, we will ask that you either leave the item with us or return when the service department is open so that we may assess the item prior to issuing a refund, credit or exchange. Refunds for returned merchandise will be made in the form that payment was made. If payment was made by credit card, refund credit must be issued the same credit card as was used for the purchase. If payment was made by cash or check, Small Dog Electronics will issue refund payment by check within 7-10 days. NO CASH REFUNDS will be made at Small Dog Electronics retail stores. Opened software, special orders, configure-to-order computers (CTOs), iTunes and Small Dog Electronics gift cards are not returnable. Special-order custom configurations (CTOs) are subject to restrictions. Most CTOs are not returnable; please reference our full CTO Disclaimer below for more information. Please contact us at email@example.com with any questions about our return policies. Small Dog Electronics reserves the right change these polices without notice. All merchandise that is dead on arrival will be replaced free of additional charge (except for international orders, where the cost of shipping is the customer’s responsibility) within 7 days of receipt. In the case of factory-refurbished Apple products, replacement of DOA products may also be obtained from their customer support at 800-SOS-APPLE.
Alternate Business NamesHammerhead
Industry TipsComputer Software - 5 Tips - Video Computers - Software and Services
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Additional Phone Numbers
- (800) 511-6227(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - Technical Support
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: I paid for repair work to be done on my ******* *** computer summer 2015. After some time and consultation I was told that I had no more room on my computer's drive. We then discussed the option of a new drive. I agreed and the business installed a new drive. Upon getting my computer home and using it over the next few weeks it became apparent that the computer was not working properly. I returned the computer and explained the problems. They performed diagnostic work and informed me it was due to the new drive and that it was overheating the computer. They explained that they purchased this drive from a company called *** and that I would need to communicate myself with *** to receive a refund. Even though this seemed really inappropriate at the time I agreed and contacted the representative. After a long time I finally spoke directly with the representative and he agreed to refund the company. I then communicated with them what had taken place and that I would like my refund now. I waited well over six months and received no communication or refund. I then complained that this was ridiculous in that I had completed these tasks which should have been done by them and I wanted my full refund. After months I still had not received confirmation of this and complained again. I went into the store to get my computer and they refused to give it to me stating that until they had their refund from *** they could not do anything. Throughout this experience they would refer to the notes on this issue in their computer. The notes were never accurate and always further confused the issue. I finally spoke directly with the repair person who had worked on my computer and he agreed to give me full refund. This is 10 months after the initial computer repair was completed. He said that they would write a check as the accounts I used ten months ago were in inactive and in another state as I had relocated to ******* at that time. I went into the store to receive my computer and the refund. They told me they would be sending the check via mail and they need to update my information. Two weeks passed without receiving the refund and I contacted them yet again. They said they were unable to confirm whether the check had been sent and I was referred to someone in another office. When I finally received a call back this person, Hapy a co-owner, informed me they did not refund in such a manner and they would be crediting my account with the appropriate refunded amount. I explained that this was exactly what I did not want to happen, that I had been assured that I would be receiving a check, and that almost a year has passed at this point since the original work was begun. He told me he wished they had written better notes so he would understand the situation and he would have to email me back. After the week had passed I wrote him an email demanding my refund in the promised form. I received an email today stating that someone had spoken with the account, which I take means one of the banks I used back then, and that the account would be credited.
Desired Settlement: I wish to have my full refund in a check immediately.
Business Response: 100% refund was issued to the customer's credit card on 6/3/15. We do not refund cash for credit card purchases but do credit back to the purchasing credit card.
Consumer Response: I recently received a check from the bank Small Dog Electric sent my refund to. The bank, located in *****, no longer carried accounts for me but was forced to mail me a check. Instead of Small Dog Electric refunding me here in ********** where we are located they went through circuitous lengths to refund me. I have been led this circuitous path since I first dropped my computer off for service in July of 2014.I am now just receiving a refund for a service performed wrongly back in Fall 2014. I believe I should receive additional monies for the ridiculous lengths I have had to go to in receiving my refund. Regards, ******* *******
We make refunds for credit card purchases to the credit card used in the purchase. This prevents fraudulent credit card use and is a long standing policy. Unfortunately, the customer's credit card was closed so we contacted the bank to make sure that the refund was sent by check. The customer has now received their refund.
Consumer Response: I plan to seek damages for the length of time this process took and the known problems with the parts they used. Regards, ******* *******
Customer Reviews Summary