SmallsReviews of smalls.com

After being enticed to order their gift box. I decided to switch my cats food. They had underestimated the amount for my 3 cats and I realized it a few days after getting the first order. I placed and ordered. Not seeing shipment, I contacted smalls to ask where it was. I was told it had been canceled unbeknownst to me. So I had to place another order. In the meantime my cats will run out of food. The new order shows a label created on 5/3 and delivery of 5/5. But no tracking. It’s a huge headache dealing with this company. Their ads are believable but the experience is awful.

My cats hate the food and I am stuck with at least 20 portions of frozen food I can't use and will probably donate to the local shelter

My cat will only eat fish. No combinations. She wouldn't eat any of the food we received. I gave it to my daughter for her cats.

I ordered two of the SmallServe bowls for cats which are marketed as being roomy enough and made specically for the comfort of cat's whiskers. While the bowls are so pretty, they are terribly designed! The bowl is too deep for kitty whiskers and the way the bowl is made, the food migrates to the outside rim, making it very hard for cats to eat their meals comfortably. I was especially surprised when Smalls did not stand behind their product and would not honor a return. I understand not taking returns on food, but not on goods? Such a disappointment! Don't take a chance on these bowls for your cats. They are a waste of money. Such a shame because if Smalls would take some notes from customers and make these bowls a little differently, they could be both pretty and functional.

Before you subscribe, check Smalls' BBB profile — F rating, 9 unanswered complaints, 63 complaints in 3 years. I wish I had. Here's the playbook: their UI lets you "Save & Continue" edits to your upcoming box with no warning those edits don't apply to the order currently being billed. When I asked about it, their CSR opened with "You are confuse, let me clarify." I asked to cancel both my subscription AND the order still showing "Processing" on my account. They cancelled the future subscription (stopping their future revenue) but refused to cancel the one still charged to my card. One minute after I asked for supervisor escalation noting the order had sat in Processing for six days without shipping, a shipping notification appeared. No supervisor ever responded. Ticket closed with an automated satisfaction survey in lieu of a response. Hours wasted disputing a charge that should have taken one message to resolve. Filing with my bank and CA consumer protection. The BBB record shows this is systemic, not a one-off.

This place is a scam. I wanted to order a one time package to see if my cat liked it and didn’t realize I was being put into a subscription. I got the sample box for 28 and they sent me another package for 114 and sent an email that went to spam informing me of the shipment. They also spam you with emails. The system is set up to get your money. Beware.

I’m extremely disappointed with my experience with Smalls. I placed a sample order just to try the product, but my cats didn’t like it. Without clearly realizing it, this automatically turned into a subscription, and I was charged for a new order that I never intended to continue. I contacted customer service immediately, but the responses I received were repetitive and unhelpful—honestly, they felt like they were coming from an AI agent rather than a real person trying to resolve the issue. No real solution was offered. Even though the order has not been delivered yet, they refuse to cancel or refund it, hiding behind their policy instead of trying to help the customer. This is very frustrating and not what I expected from a company like this. Overall, very poor customer service and a disappointing experience. I would not recommend unless you are 100% sure you want an ongoing subscription.

I cancelled my Smalls subscription on April 17. Their own customer service representative confirmed in writing via SMS that the cancellation was "successfully processed on 04/17." I have the transcript. Days later, Smalls charged my card and shipped an order anyway. When I asked why, I was told about an internal "Thursday 8 PM EST processing cutoff." Orders that pass this internal deadline supposedly cannot be stopped, modified, or refunded — even when cancellation itself is confirmed before the stated ship date. This cutoff is disclosed nowhere: Not during signup Not in the cancellation flow on their website Not in the cancellation confirmation email Not anywhere prominent on smalls.com I only learned about it after the charge hit, when I requested a refund. The rep's exact words were that they were "sorry this wasn't clearer." It isn't "unclear" - it isn't disclosed at all. A cancellation that does not prevent the next charge is not a functional cancellation. Smalls is relying on an undisclosed internal fulfillment schedule to continue charging customers after they have cancelled in good faith, days before the ship date they advertise. If you sign up for the trial, understand: the cancellation date you see on your account is meaningless. The only date that actually stops the next shipment is an internal deadline Smalls will not tell you about in advance. Beware of this company!