David C.
I can’t really speak to the quality of…
I can’t really speak to the quality of the food, but the service has been pretty abysmal. First my sampler order was changed four or five days after the order due to supply shortages, so I'm not getting what I originally ordered. I had ordered a sampler pack so my cat could try everything they have to offer and now I’m getting a bunch of the same thing instead of a variety. Strike one. Then my order showed it was still processing and hadn’t shipped yet with the stated delivery date being the next day and I reached out to customer service. They gave me a tracking number that showed the package was refused at my address that very same day despite the fact that I work from home, and was making lunch in the kitchen near the front door when they supposedly tried to deliver it. Strike two. Now the supposed replacement is going to be delivered while I'm out of town and more than two weeks after I placed my initial order. I'd rather this just cancel all of this, get a refund and close out my account, but customer service isn’t being very responsive. I can't expect to feed my cat this stuff when the company can't even deliver what I ordered in a timely manner. It's too unreliable.
Response from SmallsFeb 23, 2025
We're so sorry to hear about the string of problems you've experienced with your Smalls orders! We understand your frustration. We know that reliably supplying you and your cat with fresh food is a responsibility and it's not one we take lightly. Please know our whole team works hard to ensure we get any low-inventory items back in stock as soon as possible and that we prevent these types of situations from happening again. It's disappointing that you've had to deal with so many issues, and we appreciate you bringing this to our attention. We're committed to providing reliable service and high-quality food, and we apologize if we have fallen short of your expectations. Again, we appreciate your feedback and I will make sure this is passed along.