SmallsBig Pet Food prioritizes profits over cat health and they pack cat food with preservatives and fillers. Smalls believes cats deserve better and uses natural ingredients and added vitamins and minerals in our food. Our recipes are cooked with minimal processing. After cooking, our recipes are then frozen to maximize freshness and shipped off to happy cats across the country.
Smalls (smalls.com) has 3,851 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
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Bruno F.
Website needs improvement when it comes to customer default choice. it is much too basic and had to email for customer service. In addition to that my ordering got screwed up and ended up with missing items and extra items that I didn't ask for.
Tres G.
My cats love the dry kibble, and the Smalls marketing is just adorable. However my trial shipment, and it’s replacement both arrived with perishable items that had not been kept cold. I was sadly unable to use it due to spoilage.
Kelly T.
My cat likes it but it’s super expensive and I do not feel I’m getting a lot for my money. The dry food is way too overpriced. And does not count towards my total spent. So I need to buy more of the frozen rolls to reach a shipment goal each month. When I first ordered fish and turkey was not available. This is what my cat likes- idk if it will always be available? I buy raw for the dog and it is not this difficult to purchase.
Emma T.
I signed up for a trial box, and the delivery failed, probably by fault of the shipping company not Smalls, but there was no communication from Smalls to fix the problem until I reached out. If I hadn't said anything, it felt like my trial box would've just never been delivered and I would have wasted my money. I did end up reaching out though and they were helpful with getting a new box to me. However, the new box did not contain what the survey I filled out for my cat suggested (the type of food plan I picked) which was very frustrating. The packaging with this product is super cumbersome and not something I'm interested in fumbling around with every day. That said, my cat did like the food but I cannot continue with using their products because it isn't compatible with my lifestyle. Also the customer service was not something that made me want to continue using these products.
Marie F.
My cats aren’t that into this food. They’ll eat a bit here and there, but they love their old food. The company is vague and the website is as well. I like ordering on my schedule and this doesn’t allow for that. I don’t have the freezer space for all of this, so that’s an added annoyance. It doesn’t even say it’s frozen until it arrives and you find out. Maybe the food is better than most, although ours is pretty good comparatively, but the way everything is organized is too confusing. I’ll still with our regular stuff.
Ash
My cat loves this food and it definitely has been worth it in terms of his health and eating habits. The company however has TERRIBLE customer service, so unresponsive. Their shipping is very unreliable, my order has not arrived on 3 different occasions and I got the wrong order twice. Leaving My cat, who’s has a terrible time transitioning, without food... so wasn’t fun. Like someone said here, not ready for business.
Response from SmallsDec 26, 2019
Hi Ash, My name is Kate and I'm the CS manager here at Smalls. As your Cat Concierge team, it's our job to make sure you and your kitty have the smoothest transition to Smalls possible, and I'm truly sorry to hear that your experience with Smalls fell short of expectations. I would love the chance to make this up to you! Can you please email [email protected] with the subject line "ATTN: Kate," I'd love to be able to pull up your account and make things right for you, as well as work with my team to make sure we're doing better in the future. As far as shipping delays are concerned, I completely hear you! They have been progressively delaying orders throughout the month of December, and as a third party business we lose control over delivery times as soon as the packages are in FedEx's possession. We are equally as frustrated by their lack of care for our product and our customers and have plans to switch our service over to UPS in the new year in order to avoid these issues going forward. Finally, I do want to apologize for orders arriving with incorrect items. As we are still a small company, our orders are still packed by hand in our warehouses. This introduces an element of human error that we are working hard to resolve and we have already made several improvements to our processes to achieve this goal. We're so glad to hear that you are seeing improvements in your cat's health and habits on a Smalls diet. I really hope to hear from you soon so that we can make sure your experience with us is just as positive!
Mary G.
The company is quick to respond to emails, initially. When I asked them for the ingredients in their "Chicken Liver Powder" and "Bonito Flakes" I received no reply - nor is this info on the website. The web site is cute, but you have to click around a bit to find information. Prices are not up-front - you have to enter your cats info before you can see what it will cost. It is because their website is focused on "cute" rather than informational, because I couldn't get info about the supplements, and because I can't seem to find info about the company itself (owners, license, etc) that I couldn't develop trust in them. I placed one order but have been hesitant to feed it to my cats. I cancelled my subscription.
Response from SmallsMar 14, 2019
Hi Mary, My name is Brittany and I am a part of the CX team at Smalls. I am so sorry for the delayed response to your email. In looking into this, it looks like your email was paused until the agent was able to get that ingredient information from our team but that was never communicated to you so I apologize for that and will be following up with my team about how unacceptable this is. I completely understand your concern with information being readily available to our customers and we are in the process of getting our website updated to reflect that in the near future. It looks like we replied to your email on 3/8 with that ingredient list, but I have included it here as well: Bonito Flakes: Dried Bonito Chicken Livers: Dried, Powered Liver, Palm Oil Glycerin (Less than 2%) Chicken Broth: Natural Chicken Stock, (made with Chicken and Water), Salt (Less than 1%) I’ve also included a link to more information about our company: https://www.bloomberg.com/research//stocks/private/snapshot.asp?privcapId=569377807 We are still small so I appreciate all of this feedback and will be sharing this with my executive team on how we can work towards being more transparent in the future. Once again I am sorry that your experience with Smalls was less than great and I would love the chance to make this up to you! You can reach me at 5034874303. Thank you.
Psewing P.
Incredibly disappointed! We got ONE week, then there was a glitch with our credit card, but they didn’t let us know. Since they ONLY ship out on Tuesdays, we were screwed for two weeks (Christmas & New Years). One cat adjusted w/out any problem; the other was just getting used to this before the fiasco! It is now Jan. 18th, our credit card was charged three days ago & NO Smalls! AND NO RESPONSE to our text! If it were just up to me, I’d say, “adios,” but lucky for THEM my spouse is more patient than I am!
Response from SmallsFeb 7, 2019
Hi, I am so sorry this happened to you! This is NOT the type of experience we want our Smalls family to experience, ever! While the shipping during the holidays was unfortunately out of our control (UPS’ shipping policy with our fulfillment center and just as equally frustrating for us) I can say we clearly dropped the ball here and I apologize for that. If you could reach out at 5034874303 or at [email protected] I would love the chance to make this right for you and your cats!
