SmallsReviews of smalls.com

Response from SmallsJun 16, 2025

We are truly sorry to hear this. You are right – food that arrives thawed and warm (beyond being cold to the touch) is not safe for consumption and should be immediately discarded. Unfortunately, we have no control over any carrier delays, but we are always happy to make things right. We also deeply hear your concerns about our plastic packaging and its environmental impact. We want to assure you that we are actively researching, investing in, and exploring more earth-friendly and biodegradable packaging solutions for the food itself. Finding a material that meets our strict requirements for food safety & freshness is a significant challenge, but it is a top priority for us. Thank you for your very candid and crucial feedback. It's essential for us to understand these issues and continue working towards better solutions.

Response from SmallsMay 18, 2025

Thank you for that feedback! We're glad to hear you recognize the quality of Smalls. We definitely understand that texture is a huge preference for cats, and it's common for some kitties to prefer shreds or chopped pieces over smoother textures. While our "Smooth" recipes are pâté-like, we do also offer our "Pulled" recipes (like Pulled Bird and Pulled Other Bird) which have a distinct shredded texture, and our "Ground" recipes which are minced. Perhaps one of those textures might be a better fit for your fur babies' preference for more texture? We'd be happy to point you to those options if you're interested!

Response from SmallsMay 18, 2025

Oh no, we're so sorry to hear that your cat isn't a fan of Smalls! It's definitely disappointing when you have high hopes for a new food, and your kitty just gives you that "what is this?!" look. We totally understand that every cat has their own very strong opinions about flavor. We're glad to hear you appreciate the packaging and the concept, but ultimately, it's your cat's opinion on taste that matters most! We appreciate your honest feedback. We know that even the best intentions sometimes don't align with a picky feline's palate.

Response from SmallsFeb 23, 2025

We're glad to hear your cat enjoyed the food, but we're very sorry to hear about the frustrating experience you had. However, we are happy that we eventually resolved the issue by sending out a replacement box. We acknowledge that it shouldn't have taken so much effort on your part to get this corrected. We appreciate your feedback and are committed to improving our processes to prevent similar situations from happening again. We value your business and hope that this experience won't deter you from trying Smalls again in the future. We're confident that we can provide you with a positive experience moving forward!

Response from SmallsFeb 16, 2025

We're sorry to hear your cat isn't interested in the food. It's frustrating when you're trying to do what's best for your pet and they're just not having it! Cats can be notoriously picky. Have you tried any of the common tricks to entice a picky eater, like warming the food slightly, adding a small amount of low-sodium broth, or mixing it with their current food in gradually increasing proportions? Sometimes it takes a little patience and experimentation.

Response from SmallsFeb 2, 2025

We understand your frustration and disappointment with your Smalls experience. It's definitely not a good feeling to receive a large shipment of food your cats won't eat. We apologize for the confusion and the trouble you've had. Smalls is a subscription-based service that you agree to upon check out, and we ship your second order about 2 weeks after you purchase your first box. We communicate this on our website, at check-out, and in follow up email communications - I'm sorry that this was not more clear. In the event that a subscription order is processed, all requests for order cancellations must be received via email or SMS by our team before 6PM EST Friday evening. We also send out Heads Up emails on the Monday or Tuesday before an order is set to charge! We regret that we were unable to stop the shipment once it reached the warehouse. Our policy is that we can't accept returns on food items for safety reasons, and we understand that this adds to your frustration. We appreciate your feedback and please let us know if you have any further questions, or need any other assistance!

Response from SmallsFeb 16, 2025

We appreciate you sharing your feedback! We're glad to hear you think the food itself is good, but we understand your disappointment. If your kitties did not like any of the recipes from their sampler, we are happy to refund the order. Since the sampler is like a variety pack, we do not offer the Money Back Guarantee on any individual recipes that they disliked. If they only like one or two options, we consider it a success! Cats have flavor/texture preferences just like us, so we don't expect them to love everything. https://help.smalls.com/what-if-my-cat-doesn-t-like-the-food-HkCWZcgk6 We apologize that Smalls didn't meet your expectations and while our satisfaction guarantee is limited to the sample box, you can always select a smaller box to reduce the total of your first full box or check out our store locator to see if you can buy Smalls in person! https://www.smalls.com/stores We'd like to discuss this further and explore what options we might have to help. We value your feedback and want to make things right! Feel free to reach out to our team if you need any further assistance.

Response from SmallsDec 12, 2024

We apologize for the inconvenience caused by the double order. We understand that receiving an unexpected order can be frustrating, especially when dealing with perishable items. If you would like more assistance regarding this and would like further help feel free to reach out to our Cat Concierge team at [email protected] or text us at 503-487-4303! We appreciate your understanding and patience.