Amy M.
Customer service was robotic
Customer service was extremely unhelpful, cold and mechanical. Refused to help me with an order I needed cancelled which was in warehouse BUT not shipped. Understandable there is timelines, but my situation was not common. Refused to reroute my order, cancel my order or toss my order in the garbage- anything beside getting to me… offered no help - just kept telling me there is nothing they could do. I love love the product and hoped to be a lifetime customer… but the customer service felt robotic, inhuman, and without compassion… and that’s not something I feel safe supporting - will not be and customer any longer
Response from SmallsSep 24, 2025
We’re so sorry to hear about your experience — that’s never the feeling we want anyone to walk away with. We absolutely understand how frustrating it can be when something urgent or unusual comes up and the timing doesn’t align with our processing system. Because our fresh food is highly perishable and ships frozen, once an order is packed and in the warehouse, we aren’t able to safely reroute, cancel, or redirect it without risking spoilage. That’s why our team offered options within those food safety and logistical constraints, even though we understand that may not have felt helpful in your situation. That said, your feedback is extremely valuable. Rest assured, we have taken care of this situation with you to provide a resolution in our inbox. We’re truly grateful you’ve loved the food itself, and while we’re saddened you no longer feel comfortable continuing with us, we appreciate you taking the time to share your honest feedback. It helps us improve both our processes and how we support the people — and cats — who trust us.