Julia
Tricked into a subscription
I contacted the company about getting samples before recommending the food to my own clients. They do not do samples for professionals, but they did recommend I purchase a sample pack, which I did. Apparently when you do this they automatically sign you up for a plan unless you unselect that option. Conveniently the emails telling you about your upcoming order tend to go to spam - they know this is an issue and said so when I contacted them. I tried to cancel my order once I realized they charged my credit card and they refused. Terrible customer service and they essentially trick you into signing up for a plan. Aside from that, neither of my cats liked any of the food from the sample pack. I will not be recommending this to clients.
Response from SmallsMar 18, 2025
We’re so sorry to hear about your experience and appreciate you sharing your feedback. Transparency is incredibly important to us, and we never want anyone to feel misled about our sampler or subscription process. Customers have the option to opt out of the subscription through their account portal after ordering, and we send multiple email reminders about upcoming orders. That said, we completely understand how frustrating it must have been to come across an unexpected charge. While we do our best to ensure our emails reach your inbox, individual email providers determine how messages are filtered. We always recommend adding [email protected] to your contacts to help prevent them from landing in spam.