John H.
My cats( two purebred Himalayans showed…
My cats( two purebred Himalayans showed no interest in the food. I began emailing to cancel. I would get an acknowledgment of my request followed by next delivery date. I made several requests but the second delivery still arrived. After multiple attempts I finally was given a phone number and the name of a person. I did get credited for the second shipment and the local shelter received a donation. I would say your customer service leaves much to be desired with the exception of the one woman who actually reached out to me. I spent over thirty years as a sales manager and always reminded my sales staff that a satisfied customer may tell a few friends, a dissatisfied one will tell the world. John P Holian
Response from SmallsOct 15, 2025
Thank you for taking the time to share your experience and feedback with us. I’m very sorry for the frustration and confusion you encountered surrounding your subscription and our deadline cut-offs. We understand how disappointing it must have been to continue receiving shipments after requesting cancellation, especially when your cats weren’t enjoying the food. We’re continuously working to make our cancellation process and cut-off deadlines clearer in the Account Portal, as well as any Heads Up emails, to avoid misunderstandings like this in the future. We truly appreciate your feedback—it helps us improve both our service and customer experience. Thank you again for sharing your thoughts and for giving Smalls a try.