SmallsReviews of smalls.com

Response from SmallsApr 20, 2025

We sincerely apologize that your cats didn't enjoy the food and that you had a negative experience with our ordering and cancellation process. We know that cats can be very particular about their food, and we're sorry that Smalls wasn't a hit with your feline companions. We regret that we were unable to cancel your order before it entered the processing stage. We have specific processing times to ensure the food's freshness, and unfortunately, we're sometimes unable to stop an order once it reaches that point. To clarify, Smalls is a subscription-based service, and your second order is set to ship about two weeks after you purchase your first box. This is noted on our website, at checkout, and in follow-up emails. You can check out our full Return and Refund Policy​ and Terms of Use​ if you’d like more details: https://help.smalls.com/en_us/returns-and-refunds-policy-rymZqeka https://www.smalls.com/terms-of-use We aim to be fair to our customers, but we also have limitations due to the perishable nature of our product. We value your feedback and appreciate you bringing these issues to our attention. If you'd like to discuss your experience further, please don't hesitate to contact us directly.

Response from SmallsMar 31, 2025

That's wonderful to hear! It's amazing how quickly a change to a high-quality diet can sometimes make a difference. We're thrilled that Smalls has resolved your house panther(s)' intestinal issues. That's exactly the kind of positive impact we strive for. We appreciate your suggestion about a line specifically for cats with Chronic Kidney Disease. You're right, that's a common concern for many cat owners. While our food is high in moisture and uses quality protein, which can be beneficial, kidney disease requires very specific dietary management, particularly regarding phosphorus and protein levels. We'll pass your feedback along to our team. It's valuable input, and we're always looking for ways to expand our offerings to meet the needs of cats with various health conditions. In the meantime, we're so glad Smalls is working well for your feline companions!

Response from SmallsMar 24, 2025

We're so sorry to hear about your husband's passing and the difficult time SunniBelle is going through. We understand how stressful grief can be for both humans and their feline companions. We're truly glad to hear that you were impressed with our support and customer service during the cancellation process. We strive to be understanding and helpful, especially during challenging times. Thank you for sharing your positive experience with our support and service, even though SunniBelle wasn't ready for Smalls. We send our warmest thoughts to you and SunniBelle as you navigate this difficult time.

Response from SmallsMar 24, 2025

That's absolutely wonderful to hear! We're so happy your cat loves Smalls so much. It's always a joy to hear about spoiled kitties who know exactly what they want. And it's even better when they're asking for something healthy and nutritious.

Response from SmallsApr 6, 2025

We’re really sorry to hear your experience with Smalls left you feeling scammed. This isn’t what we want for anyone, and we appreciate you taking the time to share how it felt on your end. When you purchase a sampler, it does start a subscription, with a full order scheduled to go out two weeks later unless it’s canceled beforehand. We do our best to make that timing clear during checkout and through several reminder emails. That said, we totally understand how it can feel like a surprise if you thought you’d already canceled or expected more time. If a charge went through after you canceled, that definitely shouldn’t have happened and we'd love to look into it. Please reach out to us at [email protected] or text us at 503-487-4303.

Response from SmallsApr 6, 2025

We’re really sorry to hear this left such a bad impression. That’s definitely not the experience we want anyone to have with Smalls. To clarify, when someone purchases a sampler, it does start a subscription that defaults to a full box two weeks later. We include that info during checkout and send a few reminder emails before the next order processes, but we totally get that not everyone checks their inbox regularly, and it can feel like it came out of nowhere. We know it’s disappointing that we couldn’t cancel or refund the order once it had already started processing. While we do our best to be flexible, there are certain stages in the shipping process where we're no longer able to make changes. We truly appreciate you taking the time to share this feedback. We’re always working on clearer communication and a more supportive experience, and this helps us do better.

Response from SmallsMar 24, 2025

We sincerely apologize for any errors or inconvenience you've experienced. To ensure your subscription is canceled please reach out directly to an agent from our team at [email protected] or text us at 503-487-4303. We are always happy to make things right.

Response from SmallsMar 19, 2025

We sincerely apologize for any miscommunication and the delay in your shipment. It's completely understandable that you're frustrated. Our warehouse has a tight turnaround on getting orders into the hands of our third-party carriers, and once the order leaves our warehouse it typically takes between 1 and 2 business days to arrive. Whenever an order is processed, it is set to ship as soon as possible, and we ship orders out Monday through Thursday to accommodate getting emergency orders or replacements out to our customers as soon as possible. We thank you for the feedback and value your business. If you need further assistance, do not hesitate to reach out.