SmallsReviews of smalls.com

I like the quality and variety they offer and my cat liked the food just fine. I would have been a long-time customer were it not for their handling of a customer service issue that arose. Last week I received the email that a shipment was pending, to remind me to make any changes. I edited my order and decided to add something new while I was on the site. When I received something different from what was ordered, I thought it was an honest mistake and figured they would simply reimburse me for the product they'd sent in error. Instead, they informed me that the new product I'd added was low on stock, that their staff was directed to substitute, and that this was referenced in a footnote to the email which they apologized for my failure to see. I've worked in online retail and produced the emails that go out to customers, as well as the website and shopping cart experience. There's no excuse for the fact that they were so subtle about this substitution. There should have been an alert at the top of their website, and certainly on the product page, itself. It should have alerted me when I tried to add the product to my cart. And there should have been a dedicated email seeking my approval for the substitution or, at the very least, a prominent announcement in the head of another email. To make matters worse, they substituted with an item of lesser value and didn't bother to adjust for the difference or acknowledge the fact until I mentioned it. When I raised these points to them they only buckled down, again apologizing to me for my error in a backhanded manner. It left such a bad taste in my mouth, I couldn't continue to give them my business.

When I first ordered from this company it was pretty good; they would occasionally send replacements but mostly got it right and my cats seemed to be OK with their frozen options. They devour those liver treats... but this is a great example of a company not being able to scale to their growth. (Maybe Sharktank can help lol) They made a bunch of changes and then made a bunch more. You just can't do that with cats. My cats stopped eating certain SKUs and my orders became more restrictive and they were never right. They usually refunded the incorrect items if I contacted them, however, and the truth is that, when they eat it, my cats are doing very well on this diet. Then the pandemic hit, and they made MORE changes and the quality wasn't just inconsistent from shipping, the quality of the grind was flat out dangerous with pieces of bones and the packaging was awful! My cats started refusing to eat almost everything. As they are a small company, I tried to be understanding. They went back and forth on quality, seemingly from two different providers/co-packers, and my cats flat out will not eat from one, and I don't blame them. Last month, after eight straight months of problem deliveries, my order was correct. It was a miracle! Then this month they totally screwed up my order, packaging was terrible and I was looking at a freezer already full of crap food my cats won't eat, in hideous vacuum sealed bags that won't stack and are terribly cumbersome, and I realized there's incompetence and then there's apathy. And after a year of this, they've made me apathetic to their cause. They refunded me the incorrectly sent items, refunded one sliced open unit (fish that leaked all over my fridge, thanks for that guys!) And two turkeys that were also sliced open and I will not serve. If it's human grade, would you eat a frozen pizza that was in an open bag when you opened the sealed box? Neither would I, and I won't feed it to my cats, mostly because I know they won't eat it! The thing is, I told them if they could give me one, just one, reason why I shouldn't cancel I won't but if they can't, they should cancel my account. I received a reply that they were happy to cancel my account, and I think that speaks for itself louder than anything I can say. Edit: I saw a lot of people complain about the chubs, which I disliked at first but loved eventually. Trick is to cut one clamped side with scissors just below the pinched end and it should unwrap easily from there, then store it in another container (do they still send out the yellow-lidded bar ones?) I usually do this after it's thawed, and they do thaw faster than the bars they used to do, and the mess of an excuse for whatever they send now that is in the old bar packaging. Note this trick doesn't work with chicken in a chub, as it's ALWAYS gonna squirt out all over the place. Cheers!

My cats has always liked the chicken ground but last shipment he rejected it, but liked the Turkey (IN THE ROLL) Consistency was dryer, chicken was mushy This shipment had only Turkey and was a totally different product .Large chunks of meat in gray gravy. Smelled awful. I am not accepting any more food from them unless original product will be available. Customer service has always been helpful. My cat won't eat her regular canned chicken when this is in the bowl.

Smalls is expensive, and they don't stand behind their food. My very finicky kitten simply wouldn't eat the kibble/freeze dried diet. I cancelled my subscription and asked to return the 4 unopened bags of food. They said they don't accept returns "due to Covid-19". That's a lame excuse. Expensive lesson learned.

The food is good. My cat seems to take a liking to certain ones. But the customer service isn’t great and you actually aren’t able to update your monthly order online.

There was a miscommunication that occurred. The website is misleading in regards to showing the flavors, but having other names for them so I thought there was more than just cow, bird and fish. My cat does not like any of them except one which is not worth it to me. I feel like I wasted a lot of time and money and there is no customer service number to call, just an email or text. Food seems healthy but entire process turned me away. Thank you for letting me try!

This diet dries out my cats skin as not enough fat in it after using for roughly a year. Customer service does reply quickly but no refunds or returns if you cat doesn’t like it. Which is pet of why in the welcome packet they essentially tell you to starve your cat so it’ll eat their food.

I've tried feeding my cat Louie two of the foods you sent and he hasn't gone near either one of them. Three more to go. I'll let you know. BrianC