SmallsReviews of smalls.com

Smalls "Cat Concierge" service does not deliver. I have had many problems with orders and have repeatedly written and called for assistance to no avail. I had deliveries when I should not have, and no matter how many times I have contacted them, they have refused to call me and help correct the problems. They had NO PROBLEM calling to solicit and pitch their wares.

I'm about to walk away from Smalls, because of the absolutely poor managed & flawed system that try to make work. 1st they don't even have the food they say they are gonna ship to you. So when you order half dozen of beef and they take it upon themselves to say "oh well" just send him some chicken instead. I didn't pay for a substitute I paid for beef and wanted beef! But they will take your money anyway. Then you have to get your money back with a mess of emails and it's not your money it's only credit for next time! 2nd there website doesn't work properly at all, I've been with them for 3 months and not once has there site worked without issues. My order was never right after 3 attempts! I'm sorry but I personally could run this company 100% better from my kitchen table. Not being funny, dead serious. How they didn't see these problems before opening this business is beyond me. Silver lining... my cats love the food and are responding well to it health wise. But I can't get the variety of their food cause they don't have it in stock, so I can't make it work right for my cats. Super frustrating. And this is why I'm walking away. I'll leave you with some positive qualities about Smalls, I love the freedom to adjust the date when your food is shipped out. They take care when shipping your food and making sure it's frozen when it arrives. But honestly the need to change a few of their policies and process before they get a great loyal customer like myself. They did a decent job of trying to fix my issues, but soon as I opened my box and seen the same issues as last time. I said I'm done.

Although my cats love the frozen food, the compsny is unwilling to give smaller packages. I was told by one Concierge that the smallest package that I could get was 8 packages every 1-12 weeks, when I tried to order within those guidelines I was told by another Concierge that I had to order a bigger package. This is sad because our fur babies really liked it. Hopefully they'll like the frozen food that I order on chewy at a much cheaper price.

Amazing food. Worse costumer service, system, and logistics I’ve ever encountered. Smalls let me create two accounts using the same email. The first account I had made in 2018 and had forgotten about. That’s when all the nonsense started. I’ve spent about 12+ hours trying to resolve these issues and the customer service has it the worst reading comprehension I have ever seen but refuses to send me a link for a phone call. Oh they only do phone calls twice a week by the way. I feel like they are trying to scam me and I’m beyond confused at how they are still in Buisness. I’m considering switching to nom nom but I’ve already spent so much time, energy, and emotions trying to get an order placed, i feel like I can’t back out now

I have had the initial sampler, and 2 months worth of product at this point. My cat likes the product and I like that its more nutritious for him. However, having said that, its the only reason I have continued to use it. The website and features are subpar, the packaging 2/3 times has been horrendous. The second shipment has a busted tube of food and cat food was all over the other containers. All 3 times had the dry ice melted and the box was soggy. I reached out to Smalls directly about my issues and never got a response. Order with caution. I am already looking into other companies that can provide a good product and customer service.

Honestly, Smalls is just ok. My cat eats it but I think it’s just because it’s there. Not necessarily because she likes it so much. There have been fewer instances of vomiting, which was an issue before, so that’s a plus. Haven’t noticed improvements in her breath or the stinky litterbox but I’ll give it more time. I’ve only been using it a couple months so I won’t give up just yet. Now the cons... The packaging is horrible. Dishing the food up can get messy. I wish it were more user friendly. The food in the trial box seemed to have a lot more moisture, which was encouraging, but everything after that has been so dry. It practically crumbles out of the package, so that’s disappointing. The website is not very helpful, unless you want to order more products. And yes, it’s pricey. I don’t know how much longer I’m willing to pay $80/month for cat food unless I see noticeable improvement in her health and behavior. So far I haven’t seen it. But I’ll keep trying, for now.

We received the usual notice that our shipment was on the way - and that it was out for delivery but by 1:30 in the afternoon we had appointments that kept us out until 7 pm. When we opened the box we found no dry ice or evidence of dry ice in the box. There was only the packages of food (thawed and warm after being in a Fed Ex truck for 8 hours in 90 degree weather even before our delivery) in the bottom of a very large box. The food had been packed without dry ice! I wrote to the company and asked for a refund but was told that it was my fault for leaving the box unopened for several hours (no mention of the 8 hours in a Fed Ex truck) and that I must have just not seen the dry ice or the bag from the dry ice! Very poor customer service. I canceled my subscription.

You better hope that your cat likes the food. If they don't and you miss the window to cancel your order, they offer no remedy to resolve and simply refer you to their terms and conditions. Have tried to cancel and have been told my account has been cancelled but their website is still showing my next shipment is scheduled. I'm out over $300 in cat food that my cat will not touch...no matter what I try. The risk-free money back guarantee is worthless after the first two weeks.