Big 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.
Also known as
smalls.com
Website
smalls.com
Category
Pet Stores
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 49% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
I don't know about the food, but the company is pretty sleazy. As soon as I looked at their products I started getting dozens of spam/junk emails. Could be a coincidence, but Smalls refuses my requests to unsubscribe to their own marketing emails. Illegal and scummy.
Response from SmallsSep 17, 2025
Thank you for sharing this feedback. We are truly sorry to hear that you had such a negative experience with our marketing emails. That is absolutely not the impression we want to give, and we take your concerns very seriously.
We want to assure you that we do not engage in any "sleazy" or illegal marketing practices. We do not sell or share customer information with any third parties, and all of our marketing emails are sent through a reputable service. We also include a clear and functional unsubscribe link at the bottom of every email.
It is unacceptable that your unsubscribe requests were not honored, and we would appreciate the opportunity to resolve this for you directly.
Please reach out to our team so we may assist further.
PL
Pam L.
Poot customer communication
I cancelled my subscription and with no notice of an upcoming order. I am receiving an order because it was processed on the same day as cancellation. Again with information on order until the day before it is arriving. I cancelled because my cat refuses to eat. Very disappointed with experience. The farmers dog subscription is handle much better. Regret trying.
Response from SmallsSep 24, 2025
We’re very sorry to hear about your experience and understand how frustrating this situation feels. We appreciate you sharing your feedback — it helps us improve our processes.
To clarify, canceling your subscription doesn’t apply to orders that have already been processed. If you canceled your subscription after an order was already charged and processed, that order could not be retroactively canceled. All order cancellation requests must be received by our team to properly cancel an order.
Additionally, orders can only be edited or postponed before our Thursday 8pm EST cutoff via your Account Portal. We do not ship additional orders without sending you a Heads Up email a few days prior, so you should always have time to make any changes before your order processes.
We truly value our customers and are sorry this experience did not meet your expectations. Our team strives to provide clear communication and support while ensuring the safe and timely delivery of fresh, high-quality food for cats.
JO
Jacqueline O.
HORRIBLE TRIED TO CHARGE MY CARD NEVER…
HORRIBLE TRIED TO CHARGE MY CARD NEVER EVEN CONTACTED ME TO SEE IF MY CATS LIKED THE FOOD, NOPE NOT A BIT. HORRIBLE SMELL. CANCELLED AND THEY STILL TRIED TO CHARGE MY CARD.
Response from SmallsSep 24, 2025
We’re very sorry for the confusion and understand how frustrating it must have felt. To clarify, Smalls is a subscription-based service, and your second order is set to ship two weeks after you purchase your first Sampler box. This is noted on our website, at checkout, and in follow-up emails.
However, the subscription is customizable via your Account Portal, and you can change your plan size, shipping frequency, the items in your box, and reschedule orders to best fit your needs. We also won't ship additional orders without sending you a Heads Up email a few days prior, so you should always have time to make changes.
Your feedback is helpful, and we’re continuing to work on making our subscription process clearer and easier to manage. Thank you for sharing your experience, and we hope your kitties are doing well.
LI
Lisa
Good food(?), but lousy experience
First off: I do not have a problem with the food. I bought a trial pack to try with my two cats, and they seemed to be taking to it well. Their coats look healthier. That's the positive.
The negative: I went through the account portal to "skip" my first full shipment, as my cats had not yet eaten most of the packets from the trial package. That was successfully skipped. When I did receive my first full order, I was happy with how it arrived (all still solidly frozen) but less happy about the company processing payments, and orders, a week before it was even sent out. (And it was sent out just one day before it was scheduled to be delivered, after I reached out to them about the order still "being processed.") The food is not cheap.
For the following shipment, I again "skipped" it via the account portal, as I have a freezer full of food not yet eaten. I did this a full week before the deadline to do to. I received a pop-up window to let me know my next shipment would be skipped. I then went to confirm that my account portal itself had been updated and went to refresh the page, but received instead a message that the website was now down for maintenance. Considering the pop-up I'd seen and the fact that there was still a week before the deadline, I thought my job was done.
More than a week after that, I received an email that my order was being processed and delivery was expected in a week. Except that: this is the delivery I had skipped. I reached out to the company, and they are insisting I made the change just three (3) days earlier, and one day *after* the deadline, and so I was out of luck. The back-and-forth texts didn't solve anything -- oh, they did suggest that if I don't need the ($170 worth of cat food) I can donate it. They later said they would even make an exception and, if I obtained a donation receipt, they would refund me the money afterwards...but of course I'd still be charged the $170 in the first place for the shipment I timely skipped.
I have no complaints about their product. But this leaves a very very bad taste in my mouth about the integrity of the business. Incidentally, I posted a BBB review (Smalls in not BBB accredited) and while there were just a few other reviews for Smalls posted there, they were for issues with cancelling subscriptions and with being charged for things they believed to have been cancelled or skipped and a general shadiness of the business, so far as I could tell.
It saddens me because there are few good options for cats, and I believe it's a good product. But, if they think I need a $170 shipment of food every three weeks and then don't acknowledge when I say "whoa, I don't need it so often!" I'll take my business elsewhere. And I advise others to do the same or at least to proceed with caution.
Response from SmallsSep 24, 2025
Thank you for sharing your detailed experience — we truly appreciate the honest feedback. We’re thrilled to hear that your cats are enjoying the food and that you’ve noticed improvements in their coats. That’s always our goal.
We understand how frustrating subscription management can feel, especially when the timing doesn’t line up. Our subscription system is designed to ensure cats never run out of fresh food, which is why orders operate on a delivery frequency with strict deadlines, as our food is perishable. That said, we know that when tech issues occur — or maintenance interrupts the confirmation process — it can create confusion and stress.
We do our best to offer solutions in these situations, such as donation options or exception-based refunds, though we understand these are not the same as avoiding the initial charge. Your feedback is helpful, and we’ll continue working to make the skipping, rescheduling, and communication processes clearer and more user-friendly.
Smalls is committed to providing high-quality, human-grade cat food and to being transparent and fair with our customers. While the subscription model ensures consistent delivery for your kitties, we are actively looking at ways to make account management easier and more flexible for situations like yours.
We’re grateful for your support of our product and your willingness to share your experience, and we hope your cats continue to thrive on Smalls.
CN
Cathi N.
Misleading company
Misleading, can't get a hold of them either by phone or internet and them responding in timely fashion. Had to call bank to get my money back. Not a good company!
Response from SmallsSep 24, 2025
We’re sorry to hear about your experience and understand how frustrating it must have been. Smalls operates primarily through our online support channels: email & text, as we are still a small, growing company with limited phone availability.
We always strive to respond as quickly as possible and provide options to adjust, pause, or cancel subscriptions before orders are processed. While it’s unfortunate, we want to assure you that our team is committed to resolving concerns and supporting our customers.
We appreciate your feedback, as it helps us improve both communication and the customer experience. We’re glad you reached out, and we hope you might give us another chance in the future.
SE
Stacey E.
I do not recommend this company
I do not recommend this company. They don’t tell you or make it obvious at all that they’re setting you up for a subscription with your purchase of the sample box.. which my cats hated btw. It was a waste of $26, but now I’m more upset as they’ve set me up to be charged $135.95 that I’m now having to dispute with my credit card company as I was unaware this was a subscription.. I texted the customer care line and they told me that since the order is at their warehouse, they’re unable to cancel the subscription and that there’s nothing else they can do.
Response from SmallsSep 24, 2025
Thank you for sharing your feedback — we’re sorry to hear about your frustration. We always want our customers to feel fully informed about how our subscription works. While our Sampler is designed as a trial box, it does begin a recurring subscription, so cats can continue with their transition to fresh food.
We note this clearly during checkout, and we also send multiple follow-up emails in the days leading up to your first full order, so it’s not meant to come as a surprise.
Because we ship fresh, perishable meals on dry ice, once an order is packed and in the warehouse, we unfortunately cannot stop or reroute it without risking spoilage.
Your feedback is important, and we’re always working to make both our communication and support feel clearer and more helpful. We’re grateful you gave us a try, and your experience will help us continue improving how we support both cats and their people.
MT
Maryellen T.
Sorry but my cats would do nothing but…
Sorry but my cats would do nothing but sniff. Wouldn’t eat any flavor. And it has an odor that couldn’t manage
Response from SmallsSep 24, 2025
We’re sorry to hear your kitties weren’t fans right away — we know how particular cats can be, especially when it comes to new textures, flavors, and even smells. Transitioning to fresh food can sometimes take extra time and patience since it’s a big change from what they’re used to.
Many of our customers have found success by introducing Smalls gradually — mixing small portions into their current food, warming it slightly to enhance the aroma, or trying different recipes and textures. Cats often need that slow adjustment before they dig in.
As for the smell, our food is made with gently cooked, 100% fresh meat and no artificial preservatives, so the natural aroma may stand out compared to traditional kibble or canned foods. What you’re smelling is simply fresh protein — nothing hidden.
We’re always here to share transition tips or help customize boxes so cats get the best chance to thrive on Smalls. We’d be happy to help guide you through that if you ever decide to give us another try.
DA
Debby A.
Not a fan
Not satisfied at all: rarely leave a poor review, but
1. It arrives frozen, difficult for me since I can’t always pick it up in a timely manner
2. My cats totally turned up their noses and wouldn’t touch it, one threw up after eating the bird treats
3. The packaging is supposed to melt away in your sink - what a mess!!!
Response from SmallsSep 24, 2025
Thank you for taking the time to share your experience with us — we truly value feedback, even when it’s tough to hear.
We ship all meals frozen to lock in freshness and ensure food safety during transit. We understand this can sometimes be inconvenient depending on schedules, and we encourage customers to update delivery dates or addresses in their Account Portal so boxes arrive at the best possible time.
Cats can be notoriously selective, and we’re sorry your kitties didn’t enjoy the recipes or treats. Many cats require a transition period before fully adjusting to new food, but we understand that doesn’t work for every household.
Our cornstarch-based insulation is designed to be an eco-friendly alternative to foam. It dissolves under running water or can be composted. That said, we know it can be messy if it sits too long before disposal, and we’re continuously refining our packaging to make it more user-friendly.
We’re sorry this experience wasn’t the right fit for you, but please know we’re always here to help with transition tips, delivery adjustments, or packaging guidance to make things easier. Our goal is not only to provide healthier food for cats but also to support the humans who love them.
