Welcome to the story of SmallRig Since SmallRig was born in 2013, we have been in close communication and working hand-in-hand with users for over 10 years. As a result, we have developed 4 major user-oriented product lines, which are widely used in a variety of fields such as live broadcasting, vlogging, short videos, weddings, professional commercials, radio and TV, documentaries, and Hollywood filmmaking. Every idea, design, and product we create is inspired by and created for our users. With the user's voice in mind, we launched our "User Co-design" mode first in the industry and the DreamRig free customization project, allowing us to unite with global creators and use our small rigs to make big dreams come true. Visit Our Website For Support and Help
Reviewers had a great experience with this company. Customers frequently praise the exceptional build quality, sturdy construction, and versatile design of the camera accessories and tripods. People often mention that the ordering process is straightforward, payment is smooth, and deliveries arrive quickly at their doors.
However, some customers also noted that shipments experienced frustrating delays and lacked proactive communication regarding delivery statuses. A few consumers expressed disappointment when items were unexpectedly out of stock or arrived with broken components needing replacement. Reviewers also pointed out that orders sometimes faced extended transit times or shipping details were missing upon dispatch.
Ordered an L-bracket and leather case on 2/24/2024. The only email I've gotten from the company was the order confirmation. I searched through all of my emails from that date through today, July 10,2024, and never received a shipping confirmation or anything regarding a delay. I put through a Resolution request via PayPal. Meanwhile, IF they refund my payment, approximately $10 will be deducted for shipping fees for something that never shipped. In addition, when I try to get the status of the order with the order#, the response is that the item has been removed.
This is literally one of the worst shopping experiences, ever. The return process was absolutely brutal. They shipped 8 items in 6 boxes, all of which got returned. They don't offer return shipping labels, require you to reference this extremely long number to include in each package, DO NOT ALLOW YOU TO SHIP BACK until you take multiple photos that match the shipping labels, proof they haven't been opened or used and make you pay for shipping and return costs. They also take forever to process the return itself. Please don't use this company.
Unable to ship to APO AE address. Absolutely short and ignorant customer support. Frustrating waste of time in 48H question/answer format. Refund process sucks as well. Disappointed because the product does look very nice. Unfortunately was unable to purchase it.
Bought a tripod off them less then 3 months ago only used it 5 times the 2nd time the head came lose lucky managed to catch it as my camera was attached this week 5 time out walking through the woods here something drop look around to find one of the legs has dropped off can't find the holding screw so email them to ask if they can send a replacement screw yes £14 for a small screw ridiculous.. Kept asking me to send more and more photos then kept asking me if I want to buy said screw.. Terrible customer service will never use them again.. Please buy elseware save your hard earned money.
Cheap & good value, but you get what you pay for. My XH-2s cage feels a bit flimsy as it is too thin, and the ARRI locating pins of my monitor mount fell out, and it kind of wobbles.
However some of their Gear is incredibely cheap and well designed, and it's build quality is servicable so I'm fine with it. (Just take care of your equipement)
I also needed replacement parts for my cage (I lost a screw and the magnetic Screwdriver that comes with it) and I was able to buy replacement parts without much fuss.
I've been waiting for a over a month now. And the order is still processing. It's not worth the wait. Just find another site that sell their products.
Update. I can't submit a refund, because the order "doesnt exist". It's straight up scammy, the way they treat the customers.
Ordered batteries 3 weeks ago. Have not gotten any trackingnumber or any information about my package. I have emailed them several times and tried their chat. No information, no product. Would not recommend buying!
They dont ship it or let you refund it!
I bought a cage for my camera and side handle, three weeks later no replay or tracking number. After filling the dispute with Paypal they contacted me and wanted to remove the dispute saying they will send me the item after. Also they were offering newer product or something. I bought from them in the pase and it was ok. Lately they become shady. Thanks but not thanks.
I returned an item being told I would receive a refund as it wasn't even used. That was 5 months ago and still no refund. I have no way of finding the tracking number on the return package as the post office took care of the packaging for me and SmallRig refuses to refund me even though the package was sent out. Will not be purchasing from them again and neither will my friends. Over $300 later, I've found Tilta to have much better customer service.
I ordered some gear to Norway, which is part of the EEA but not the EU. The parcel was stopped and tax (USD$15) & broker fees (also USD$15!) collected from me by the post office when I went to pick it up. This was a surprise to me since my order from Smallrig.com showed tax had been paid.
I wrote to Smallrig and after a few days' delay (the pandemic is hitting China hard presently) I got a reply requesting evidence. After sending that, I received the amount reimbursed in full.
Not sure if this is their standard practise; it was a little stressful and took me half an hour of email writing and scanning receipts but at least I'm not out of pocket. Surely easier to just make sure all the documentation is correct before sending it? Other than that, I'm happy with all the equipment from Smallrig.
If I could give 0 stars I would. Their customer service sucks. Ordered some products direct from small rig website. One $26 item was shipped from US to Canada and they declared on the customs form that it was worth $100 which triggered duties, taxes and brokerage fee of $26. Had they put the correct amount on the customs declaration form we would have had to pay $0. Been trying to get in touch with them for a week and no response. Emailed, filled out customer support form and tried calling the number on the website. NO LUCK! Phone number either doesn't get picked up or a message says "The customer you are dialing has their phone powered off" I have also tried their chat feature on their website where it says "We respond immediately" Guess what they didn't respond immediately, although eventually a message popped up saying, "We are currently not available, we will get back to you asap." Have also tried to message them on facebook and have gotten no response. If you are wondering I am contacting them during their listed business hours. I will NEVER buy directly from Small Rig again. If I wanted to return this item I don't know what I would do as they are impossible to get a hold of. I've bought lots of Small Rig items through amazon and never had a problem returning items that didn't work out. Unfortunately this time wha tI needed was available on Amazon.
I purchased a SmallRig handle for a Leica 90-280 lens. The Aluminium screw fixing broke on the second day. Luckily I caught the lens. Very poor manufacturing quality.
The second item, purchased last week was a video tripod. Unpacked from box to find a broken leg joint.
That’s 2 for 2. Consequently, I will never buy SmallRig again. They can’t be trusted with expensive gear. Back to Sachtler!
You have the worst Delivery service. I ordered smallrig 220b 27 days ago from Canada and it is still roaming around inthe USA. I have no idea how you are still holding up with this. I am never ordering from your website again. If I ever need a Smallrig product I will get it from Amazon where I can get it delivered in one day.
I hope you guys will consider this seriously.
First of all, SmallRig products are great. They're well made, outstanding quality and very useful. But their service was initially not very good.
I recently bought a wooden grip for my camera cage, for over 120 euros. It actually needs a special mounting rosette, but no information on this in the package. It looks as if it screws directly onto the cage. But the screw only goes in about 2mm because it is a mm screw and all the mounting holes are inch standards. I thought the screw was defective and contacted support. They replied in French after two days and asked for a video. I sent them an annotated photo showing that the screw didn't fit.
Whoever answered didn’t know the product -- instead of explaining I needed to buy the rosette (which should have been in the package) they said I should just return the handle and re-buy. Fortunately, I found out about the rosette before returning, and now had to order that as well, for an additional 22 euros.
So first they left out an essential part that I'm forced to buy additionally, then their support didn't even understand the problem and provided truly terrible service into the bargain.
Update: After complaining to the company someone who did know what they were talking about contacted me. They refunded the money for the mounting rosette I bought and also sent me another one free. In addition to that they also updated the product description on Amazon to avoid such misunderstandings.
I bought a cage for my camera and top handle, after couple of days they didnt ship it so I asked for some information. They said its getting shipped in 2 days and nothing happened. I asked for a refund, they canceled it...
Dont buy from this company, use Ebay and get your money fast.
Got a missing package that was never delivered or delivered to the wrong address. The customer service never pick up the phone and never reply to email nor the message through website. Order date: 31st Dec. 2021. Suggestion: don't order stuffs from smallrig website directly. B&H and Adorama are much more reliable. You can usually find what the smallrig items through B&H and Adorama.
Edit: Jan. 19, Finally got some feedback from them and were able to issue a refund. The items are great that I still went to B&H to purchase the same item, but customer service speed on this one is definitely slow.
Recently ordered a small rig cage, handle & top handle. This order was placed on December third. On their website, they stated: "delivered within a week". Currently, December 12th emailed twice and still no response.
Support was non-existent for sure.. I agree with the other user. I placed an order this summer, PAID, and it went to a black hole.. they took my money, but never did anything. . a MONTH later I emailed support only to find out they didnt even ship it and some products were not in stock. COME ON PEOPLE!
THENz; I placed an order 2 monthly later when it was in stock - now, a month later, SAME DAMN THING!! This company might be a scam or out of business. BEWARE> . . . Whatever you order you might never get it, oran update. Absolutely deplorable. . . they dont deserve to be in businessif they cant even communicate much less deliver what they are charging you for! So disappointing, I'm asking for a refund and going elsewhere!
WORST CUSTOMER SERVICE EVER!!!
I ordered over a month ago, no contact, no messages, when I contacted them, they said it will be 5 weeks,
I chased again and still waiting for a reply
