SmallsReviews of smalls.com

Well, it is really good cat food, a family member and I did have trouble receiving our order and they canceled our account so we asked for a replacement and they said that they shipped it all to find out a week later they never shipped it and told us again that they canceled our account so we went back-and-forth for quite a while trying to see what happened. We continue to ask for a replacement and then they refunded us. So customer service is iffy and the food might come spoiled

I used smalls for years and my cat liked the food. However they were rude and difficult to work with when my cat died. After I had already told them my cat died, they asked me 3 times why I was canceling and refused to give me a refund even though I notified them in time.

My cat loved the taste of smalls food. But, the TEXTURE was difficult for him. He frequently tried to clean the roof of his mouth as though he had a mouthful of peanut butter. The TEXTURE is also difficult for me because it sticks to the packaging, the spoon, and inside his serving dish. It's very smooth, nothing for him to 'bite' or nibble on. ** I had to keep stirring what remained in his dish at least 3 times before it's gone. I even tried mixing it with several treats and that seemed to help a little bit. ** I tried Smalls recommendation to add a little chicken broth, but that was a huge mistake. Everything in his dish turned to mush and he wouldn't touch it. It has such a strange consistency. ** My cat and I both could probably live with these problems, but when I saw how expensive this food is at the calculated amount Smalls recommends, that just turned a "maybe" into "impossible." I cannot afford $200/mo or more just to feed my cat. Sheesh! Forget about it. i knew it would cost more than other foods, but that's even more than I spend each month for my own grocery foods. ***ONE MORE THING Regarding Customer Service: I tried reaching Customer Service to speak with a representative. I searched throughout the site, but you can only text or email them. No calls. So I ended up cancelling the service online a few days ago. The departing 'form' asked me to state WHY I was cancelling. So, I cited the same concerns noted above in a very respectful manner. They never once tried to reach out to me and specifically address each concern. Nothing. ** THEN I noticed a few other reviews I read here (especially two star reviews) where the customer noted their concerns. The company just replied with their standard cookie-cutter blurb, (Thank you ... contact us if you need anything else). VERY FEW of the company's responses actually addressed the customer's concern. It appears they only pick & choose which reviews they will fully address. They don't value customers' feedback as much as they claim, imho.

I’m disappointed that my kitties didn’t like it

The food and food quality are amazing, heathy ingredients that my cat actually eats. However the issue is not with the food but the service. Firstly they tried to reinvent the wheel of logging into a website with “magic links” sent to your email rather than a password. I dont know who came up with this but surely they arent there anymore. The customer contact team is friendly but very excited to tell you “they are a small company and can only do so much” translation is saying no to any request. Can you put a rush on my order? No we are a small company and cant do that. Can i schedule my (perishable) order to be on a day i am at the home rather than the days i am in the office? No we are a small company we cant do that. Can you send me a password reset link. No we cant do that but you can use a magic link to get into the account then update it yourself. After offering no solutions then team thanked me for my time which was pretty annoying since they solved nothing.

Your food is good, but your online ordering is horrible. I have adjusted my ordering several times and I continue to get too much food too often. I now have received so much food it will take my cat at least 6 months to eat everything. To that point I plan to cancel my subscription.

UPDATE: I guess we can’t have nice things. I reached out to CS to give feedback on the dry ice shipping and how disposal was very difficult for people who live in buildings without outdoor access, given that we obviously have curious animals that will not leave an open box alone. I also mentioned how much I love the product, but wanted to give feedback in case there were other options. They immediately canceled my account and when I replied that I didn’t want to cancel, their resolution was for me to reactivate my subscription. Except that I just got my delivery today and don’t need another shipment right now. So now I have to remember to reactivate in 3 weeks because they don’t have a ship schedule date edit feature. Really poor CS, and if it weren’t for the fact that my cat has several allergies and intolerances, I would definitely buy from another company. Really disappointing. This food has been wonderful for my sensitive kitty. He can’t have chicken so finding a non-chicken, high quality food that is affordable, comparatively speaking, was a challenge. Smalls delivers in terms of quality of ingredients, appropriateness for medically compromised cats, and price point. I’ll be repurchasing as long as my boy continues to love this food!

Great until they abruptly increased my subscription by $20/box.