SmallsReviews of smalls.com

Response from SmallsDec 30, 2025

I am so sorry to hear about the position this has put you in. We never want that process to feel this way or to put a customer in financial distress. Because Smalls is a subscription-based service, the system is designed to automatically send a full-sized box two weeks after the Sampler. We try to make this clear at checkout and in our "Heads Up" emails, but we recognize that if a customer misses those notifications, the charge feels unauthorized and sudden. Our food is packed with dry ice and scheduled with specific shipping partners to ensure it stays frozen during transit. Because of this logistics chain, we have a cutoff of 8 PM EST on the Thursday before an order ships. Once that deadline passes, the order is sent to our warehouse, and we are physically unable to stop the shipment or refund the perishable contents. Again, we sincerely apologize for any disappointment. However, if further assistance is required, please do not hesitate to reach out to our team.

Response from SmallsDec 30, 2025

I hear your frustration loud and clear, and I want to sincerely apologize for the shock and the "unauthorized" feel of that charge. It is discouraging to feel like you’ve been trapped in a subscription when your cat didn’t even enjoy the trial to begin with. When you sign up for a Sampler, it starts a subscription that triggers a full-sized box exactly 2 weeks later. If that window passes without a manual cancellation or update, the system processes the order. We try to be as transparent as possible about this during checkout, but we know that life gets busy. I’m happy to report that you have already received your refund. Nonetheless, we appreciate you giving us a try, even if it wasn't the right fit for your cat 😸

Response from SmallsDec 30, 2025

I am sincerely sorry for the experience you’ve had. It’s frustrating enough when your cats refuse a new food after you’ve put in the effort to warm it up and try different flavors, but feeling dismissed is never an experience we want for our customers. Our food is packed with dry ice and scheduled with specific shipping partners to ensure it stays frozen during transit. Because of this logistics chain, we have a cutoff of 8 PM EST on the Thursday before an order ships. Once that deadline passes, the order is sent to our warehouse, and we are physically unable to stop the shipment or refund the perishable contents. You are absolutely correct—we do have a 100% Money-Back Guarantee on our Sampler Boxes. If your cats refused the food despite your best efforts, you shouldn't have to pay for that trial. If further assistance is required, do not hesitate to reach out to our team.

Response from SmallsDec 30, 2025

I am sorry for the frustration and the feeling that you were misled. This is never our intention, and I understand why seeing an unwanted charge after you thought you had canceled would be upsetting. Because Smalls is a subscription-based service, the system is designed to automatically send a full-sized box two weeks after the Sampler. We try to make this clear at checkout and in our "Heads Up" emails, but we recognize that if a customer misses those notifications, the second charge feels unauthorized and sudden. Our food is packed with dry ice and scheduled with specific shipping partners to ensure it stays frozen during transit. Because of this logistics chain, we have a cutoff of 8 PM EST on the Thursday before an order ships. Once that deadline passes, the order is sent to our warehouse, and we are physically unable to stop the shipment or refund the perishable contents. As a growing company, we take this seriously and are constantly working to improve. Since your dispute has already been through, the financial aspect may be resolved, but we want to ensure your account is handled correctly. Feel free to reach out to our Cat Concierge team for further assistance.

Response from SmallsDec 24, 2025

I am so deeply sorry to hear about your cat’s experience and the stress of those vet visits. Hearing that your kitty suffered from such severe constipation is heartbreaking, and we take health concerns like this very seriously. While many cats thrive on the high-quality protein in our recipes, every cat’s digestive system is unique. In some cases, the lack of bulk fillers found in traditional kibble—or a cat’s specific hydration needs—can require a unique transition period. However, seeing your cat in distress is the last thing we ever want. We would like the opportunity to look into this further and do what we can to make things right. If you haven't already spoken with us about this specific issue, please reach out to our team.

Response from SmallsDec 24, 2025

I am so sorry that your experience with us was such a struggle from start to finish. It is heartbreaking to hear that after the frustration of a heatwave ruining your Sampler box, Blackie didn't even give the food a chance. I know how much you were looking forward to treating him to something special, and it’s especially disappointing when they turn up their nose at a premium option. If your first full-price shipment was charged because the Sampler arrived damaged, I want to make sure we’ve made that right for you. We never want our customers paying full price for a test run that didn't start on the right foot. If your kitty truly disliked the food and you haven't been refunded for that initial experience yet, please let us know. We want to ensure that even if the food wasn't a fit for Blackie, your experience with our service is still a positive one!

Response from SmallsDec 16, 2025

We’re sorry for the frustration! We understand that some customers just want to see products and pricing quickly, and we appreciate your feedback on this. While our site guides new customers through a questionnaire to help recommend the right recipes for their cats, we know this isn’t ideal for everyone. You can learn more about Smalls, our products, how the subscription works, etc., on our FAQ page here: https://help.smalls.com/ We’re always looking for ways to make the experience smoother, and your input will help inform future updates. We truly wish things had been easier for you.