SmallsReviews of smalls.com

The options for food are now limited so now we just get the ground other bird. I no longer see the freeze dried gizzards, livers, and hearts either. It is also disappointing to see that new customers get “treats for life” offered but nothing is offered for existing customers.

I feel the consistency of the brand could be better. There have been a lot of recipe and packaging changes since I fist started feeding my cats Smalls - not all for the better. Please bring back the pulled recipes.

this food is great for my one health- and weight-normative cat. my other cat is not remotely thriving on this diet, so i have to either change them both or bother with feeding them different foods when they are used to sharing meal time and food vessels

There seems to be a constant changing of packacking and more to the less, recipes. I used to order "Smooth Cow" for my cat. It went on for months. Suddenly, one month, the order that was delivered was a different color than previous....and my cat would not eat it at all. I actually had to revert back to feeding my cat commercial "big name" food to get him to eat. The explcanation Smalls gave me was, and I have the message saved, was essentially,"We have 2 different manufaturing factories using different recipes, but we are a small company so please understand." I would submit that if you are "too small" to have two factories perhaps you should stick with one. Secondly...food used to be packed in a "roll"....much like a sausage link. Within the past few months, it has come in a plastic wrapped cubed square...which can be difficult to open and store. All this was done without prior notification to me, the customer. To the positive, my cat and people I have referred to Smalls has more energy and I see no "bad" ingredients in their food. They simply need to dial their logistocs in, and have better communication with customers. And quit hiding behind "Well, we're a small company." Shannon P Coolbaugh I can verofy all of my purchases.

My kitties are not too sure yet and I found it hard to get out of the package. Not giving up... stand by.

The quality of the food is amazing! My cat loves both the wet and dry. I do however feel that the company needs to do some work on its customer service response time as well as a revamp of its website. It is very frustrating as expensive as the food can be to not have full access of real time account information. Because information was not updated on the account it appeared that there were no shipments so I added a shipment and ended up with two boxes. The same happened before and that time I called and the mistake was made on the companies end for the same reason they did not see that one was in transit. For the price of the food I should be able to mix and match any combination of my choosing not what the cont has “decided “ what is appropriate for my cat. If this review was just on the food and the food alone, it would be 4.5 stars. The reason that it would not get a full five is because they seriously need to work on the packaging or a container to hold the food that is more appropriate for the new packaging. My cats are doing amazing on the food. I have left a couple times due to the frustrating activities on the human side but never because of the food.

It would be very helpful if a purchase of wet (frozen) food on Smalls for Cats website came with a warning: your food will be shipped packed in 3 large bricks of dry ice. Dry ice is solidified CO2. If you try and let it melt in your sink, it might burst your pipes. You can't flush it in your toilet - it might cause burst pipes and even poison your neighbors and yourself. You can't put it in your fridge - it is too cold for the freezer and will break it. You can't throw it down the garbage shoot - it gathers in the basement of buildings and replaces oxygen, might cause an explosion. It is extremely hard to make sure it safely evaporates if you live in an apartment with no outside area like a backyard or a porch. If your room is not properly ventilated, i.e., if the air does not circulate in and out between the inside and the outside (which is most apartments with a heat pump that recirculate inside air), you and your pet both risk CO2 poisoning. Just Google dry ice. This company is highly irresponsible. I pointed this out to their customer service representative who called me about my order and she just said this is how we ship our food and we will continue to ship it this way. Like, we don't care. I am sure there are safer alternatives to dry ice available on the market. I would use caution buying from them. I don't think Smalls for Cats cares about their customers.

I have been a Small's customer for over two years. I have spent thousands of dollars on their cat food. I have recommended them to tons of people including my vet. I cannot deny that Smalls agrees with my cat. I have absolutely no complaints about the cat food. I do, however, have a lot of issues with their customer service. They are a "small" team is what they will tell you when they don't respond for more than 3 days. My answer to that: hire more people then. There is really no excuse for not getting back to people when there is a time sensitive issue. Their customer service reps don't take the time to really understand the problem. This has been a pattern with Smalls since I started ordering from them. I have had food delivered too early, I have had food delivered too late, I have had orders that totalled double what they were supposed to due to some glitch or screwup on their end. Their online system has reset delivery date when i have made changes. One time, in particular, I had an issue with them, I was back-and-forth with their customer service, who as usual, wasn't really understanding the problem. I expressed my frustration and their rep who was very rude abruptly canceled my account. That certainly didn't make me feel like a valued customer, especially when you factor that I spent thousands of dollars over the last two years. It got escalated to a senior supervisor and resolved to my sayisfaction but it was exhausting. And a few weeks later, another mishap so I reached ou to the same senior person as she had advised me to do if ever I was having issues and I was told that she wasn't available. I have considered going to another brand because of their customer service but I don't wanna put my cat through a transition. I left a very positive review last year sometime, because their food has really gotten my cats allergies under control but I feel it necessary to leave a second review emphasizing their customer service issues in the hopes that someone on their leadership team will wake up and do something. Bring in a coach, have proper training and systems in place. Do not take 3+ days to respond to a time sensitive issue..., and don't be rude to customers who have every right to be frustrated when you screw up or your system fails. Customer service is 0 stars. Too bad their awful customer service overshadows a great product.