SmallsReviews of smalls.com

Response from SmallsJan 22, 2026

Thank you for sharing this feedback. We’re sorry to hear about your experience and understand how upsetting unexpected charges and difficulty resolving them can be. Smalls operates on a subscription model, and all upcoming orders, charges, and shipment dates are communicated in advance via email and are always visible in the account portal. That said, we recognize that these notifications can sometimes be overlooked or misunderstood, and we regret if this caused any confusion or frustration in your case. Our team primarily assists customers through email and text so we can securely review account details and provide clear documentation, though phone appointments are available when needed. We understand this approach may not work for everyone, and your feedback is important to us. If a charge was made incorrectly or if there is still an unresolved concern, we would want to review this further. Again, we appreciate you taking the time to share your experience.

Response from SmallsJan 22, 2026

Thank you for sharing your experience. We’re sorry for the repeated delivery issues and for the frustration this caused. We understand how disappointing it is to have an order canceled due to damage in transit, and we recognize that this created unnecessary inconvenience for you. While shipping delays and carrier-related issues are unfortunately outside of our direct control, we take responsibility for supporting our customers when something goes wrong. We also understand your feedback regarding phone support. At this time, we provide customer care via text and email first so we can efficiently track and resolve issues, but we are always happy to give you a call back upon request. We’re grateful that you found the food itself to be satisfactory, and we’re sorry that the service and delivery experience fell short of expectations. If you’re open to it, we’d welcome the opportunity to review this further and see how we can better support you moving forward.

Response from SmallsJan 22, 2026

Thank you for taking the time to share your experience, Adam. We’re sorry to hear that our food wasn’t a hit with your cats and that the ordering process felt unclear. Our fresh recipes naturally do not contain added gravy, which can make them seem drier compared to traditional canned foods with sauces. Many customers find that gently warming the food or mixing in a bit of warm water or broth helps improve texture and aroma for their cats, though we understand every cat has their own preferences. We also apologize for any confusion around the Sampler and subscription. We always aim to be transparent, and feedback like yours helps us identify where we can do better. We appreciate you giving Smalls a try and thank you again for your honest feedback.

Response from SmallsJan 21, 2026

Thank you for sharing your feedback. I’m sorry to hear about your experience. We aim to be as transparent as possible about the recurring nature of the subscription after the initial Sampler order, but I understand how the wording may have felt unclear. We want every customer to feel in control of their subscription, and I’m sorry that we fell short in this instance. Your feedback is invaluable as we continue to improve both our communication and service. Thank you for giving us a try, and I hope your kitties are doing well.

Response from SmallsJan 21, 2026

Thank you for your feedback. I’m glad to hear your cat enjoyed the food itself, though I understand it wasn’t ideal for administering medications. Our fresh food isn't designed for pill hiding like some canned or freeze-dried options, so we appreciate you letting us know how that impacted your experience. I’m sorry to hear the treats weren’t enjoyed and that your delivery didn’t meet expectations. We take shipping issues seriously—our team monitors all packages to help ensure they arrive frozen and on time, and we flag any cases with thawing or tracking discrepancies for review. We appreciate your honesty and are always looking for ways to improve. Thank you for giving Smalls a try.

Response from SmallsJan 21, 2026

We’re sorry to hear about your experience and understand how frustrating this must have been. Our Sampler boxes are designed to introduce cats to Smalls food, and we do offer a 100% Money Back Guarantee on the initial Sampler if it doesn’t work out. It sounds like there was confusion around the subscription setup. When a Sampler is purchased, our system recommends a recurring subscription to make it easy to maintain your cat’s diet, but it can always be canceled or adjusted immediately after the first order if desired. We apologize for any miscommunication or inconvenience caused. We’re glad to hear your credit card company was able to assist with the dispute, and we appreciate your thoughtfulness in donating the food to a local pet food program.

Response from SmallsJan 21, 2026

We’re very sorry to hear about your experience. We strive to charge only on the schedule shown at checkout, as well as in our Heads Up emails we send either on Monday or Tuesday before an order is set to process. We’d be happy to review any timing issues directly with you. We appreciate your feedback and will continue working to improve our service and offerings for all our cats and their humans.

Response from SmallsJan 21, 2026

We’re sorry to hear that your kitty didn’t enjoy the food! What we typically think of as a picky cat can sometimes be better described as a creature of habit. We recommend mixing in their old food with Smalls, serving it warm to bring out all the meaty aromas, and adding toppers or enticers to pique their curiosity. We break it all down in this blog post, and of course, we’re always here if you want more tips: https://www.smalls.com/blog/post/is-my-cat-a-picky-eater We appreciate your feedback and hope that if you decide to try us again in the future, we can find a flavor your cat loves.