Lili K.
NOT worth the massive headaches w ‘customer’ service
Smalls food may be slightly more nutritious than some of the other small batch catfood out there, but their packaging, delivery and customer service is HORRENDOUS. No one but bots to help you. Can’t change orders unless it’s weeks in advance- they will tell you that you can change it for up to a week, but then they will send you $125 worth of frozen cat food and leave it on your doorstep even if you have changed the order- I canceled an order and then canceled my subscription and they still sent me ANOTHER order. Now I have to open a dispute with my CC company because they don’t give a s*** once they have your payment method. They’ll just keep sending you orders and causing unnecessary stress.
Response from SmallsDec 31, 2025
I sincerely apologize for the frustration and stress you experienced, Lili. That is never the impression we want to leave, and I appreciate you taking the time to share this feedback. To provide some clarity around our policies, while also acknowledging where things clearly did not feel supportive, Smalls is a subscription-based service, and after an initial order, future boxes are scheduled automatically. Orders move into fulfillment quickly because our food is fresh and perishable. For that reason, any changes—such as cancellations, skips, or recipe swaps—must be made by 8 PM EST on the Thursday before a Friday processing date via your Account Portal. Once an order has entered fulfillment, we’re unable to stop or reroute it, even if the subscription itself is later canceled. While our systems are designed to prevent this, we recognize that the experience you described felt anything but seamless, and for that, we are truly sorry. While we do use automated tools to help manage high volume, our team is made up of real people who want to help! Your feedback is valid and has been shared. We are actively working on improving transparency around order cutoffs, fulfillment timing, and clearer confirmations so customers don’t feel caught off guard. Thank you again for your honesty. While I regret that we missed the mark here, your feedback helps us improve, and I wish you and your cats the very best moving forward.