SmallsReviews of smalls.com

Response from SmallsJun 16, 2024

Thank you so much for flagging these issues with us - we'd be happy to help dispel some of your concerns. Smalls is a subscription-based service that begins 2 weeks after your sampler purchase. We communicate this on our website, at check-out, and in follow up email communications - I'm sorry that this was not more clear. Smalls prides itself in our transparency, and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST. We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it. If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on time Friday morning can be cancelled as long as we hear from you before Friday evening at 6PM EST. After this time, our warehouse receive a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order. If you need further assistance or have other questions, feel free to ask!

Response from SmallsJun 4, 2024

Thank you for taking the time to share your experience with Smalls. It’s disappointing to hear that you haven’t noticed any positive changes in your cat’s health and that our recent changes in packaging and pricing have caused frustration. We always aim to provide the best, so we’re sorry to hear that we've fallen short in your case. We definitely understand how frustrating it must be to be locked out of your account while charges continue. We'll follow up with you via email now to make sure you're able to log in and manage your orders! We’ve made changes to our recipes and packaging to improve overall quality, but we understand these updates might feel less convenient. We apologize for any inconvenience this has caused and for any confusion about the new pricing and quantities. We aim to be transparent and should have communicated these changes more clearly. Your feedback is incredibly valuable, and we will ensure it’s shared with our team. We’re committed to improving our service and making things right for loyal customers like you. If there's anything specific we can do to assist you or improve your experience, please do not hesitate to let us know. Your satisfaction is our utmost priority, and we are here to help in any way we can.

Response from SmallsMar 18, 2024

Thank you for sharing your experience with us. We're so sorry to hear you were unhappy with the cost and that your first order didn't arrive as expected. We appreciate your feedback and will use it to improve in the future If there's anything else we can assist you with or if you'd like to give us another chance in the future, please don't hesitate to reach out. 💛

Response from SmallsFeb 18, 2024

Hey Christina, thanks giving Smalls a try. Cats can take up to 2 weeks to transition into new food! Our Cat Concierge team also has lots of tips and tricks to help transition kitties on over to Smalls, feel free to contact our Cat Concierge team at [email protected] or text us at 503-487-4303.

Response from SmallsFeb 18, 2024

Hi Deb, we are so sorry to hear about your experience with your shipment and we would love to look into this further. We were able to find your account using the information you provided to Trustpilot, and we'll reach out now to set up a replacement. If you ever run into an issue, feel free to contact your Cat Concierge by texting us at 503-487-4303 or emailing [email protected]. Our Customer Support team is available 7 days a week and we aim to respond to all inquiries within 1 day.

Response from SmallsFeb 4, 2024

We are so sorry to hear your kitty isn't enjoying their new recipes. From all the cats we've studied (for work and for fun), we've found that though cats can be creatures of habit most can be convinced to try something new with some transition tips. Unfortunately, we're no longer offering our previous recipes. We're so sorry for the heartache. We know it can be tough to find food your cat enjoys. It doesn't fully make up for the disappointment, but we've issued a refund for your last order. You will see the refund reflected in your bank account in 5-8 business days. We hate to see you go. If your cat is having a hard time transitioning to the new recipes, we recommend warming the food with some water or adding your cat's favorite topper (like their favorite treat or low sodium chicken broth) to pique their interest. Warming up Smalls is a great way to increase its aromas and highlight all the tastiest changes we've made. 😸

Response from SmallsJan 19, 2024

Hey Diana, thanks for giving Smalls a try! I'm so sorry it's not working out. Cats are extremely scent motivated, and the chill of the fridge can really mute the tasty aromas of Smalls. Warming the food with some hot water or ~10 seconds in the microwave can really open up the ‘nose’ of the food. That’s often enough to convince a skeptical kitty to give Smalls a try! We've also found that a topper or enticer will often turn a skeptical kitty around on something that they aren't sure about. Things like tuna water, sodium free chicken broth, bonito flakes, or any usual brand of treat that you already feed them make good enticers to help them get familiar with Smalls. We hope this eases the introduction. Feel free to reach out to us for any future assistance.

Response from SmallsSep 18, 2023

Hi Kristie! Thank you for flagging these concerns with us! We truly value your feedback and apologize for the recent difficulties you've experienced with your orders and customer service. This is not the experience we aim to provide, and we're committed to making things right. Regarding your recent order, we do send out heads-up emails to customers prior to any order processing. In these heads-up emails, we note any inventory shortages that may impact your order. In the most recent email, it should have been noted that our stock of Smooth Bird recipes was low and could not be guaranteed. If we don't hear back about any preferred substitutions or postponements, our warehouse team is instructed to make the best available substitution. If you didn't receive this info in your heads-up email, could you kindly send it our way? That way, we can make sure to highlight it with our communications team. I've taken a look at your account, and I see that you were indeed refunded for the discrepancy. Going forward, we'll do our best to ensure better communication and accuracy in your orders. In the fall, you can expect to see our new recipes in your Smalls box. We'll send you an email a week before your first order with the new recipes, along with a link to more information about the ingredients and recipes. If you ever have any concerns or questions, please don't hesitate to reach out. We're here to assist you.