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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Paul M.
For the past 2 order cycles, I had requested not renew my order, but I still received 2 order of your product. So please do not send me any further product.
Response from SmallsMar 24, 2025
We sincerely apologize for any errors or inconvenience you've experienced. To ensure your subscription is canceled please reach out directly to an agent from our team at [email protected] or text us at 503-487-4303. We are always happy to make things right.
Juan A.
1st they said they didn't have what I chose in stock, then my cats unfortunately didn't like what they sent. I asked for a refund since they have a 30 day guarantee supposedly. I still haven't received it and this was in December. I called to find out and they just kept telling me they sent it already. I checked my bank statement and nothing, I called my bank and nothing. Never again.
Response from SmallsMar 19, 2025
We are truly sorry to hear about your frustrating experience and want to make this right. If you still have not received a refund, please reach out to our team directly. We are dedicated to addressing these issues as quickly as possible. As a note, depending on your financial institution, it may take up to 5-7 business days to reflect in your account.
Tami V.
I just wanted to first see prices and get an idea. Impossible so not even going to continue. Why would I agree to a contract without knowing how much. Frustrated.
Response from SmallsMar 19, 2025
We understand your frustration and know it's important to see pricing upfront, however, subscription prices vary depending on how many kitties you have, their weights and ages, as well as the size of your box, and how many premium recipe packets are included. At the end of the initial Get Started quiz, you will be provided with pricing details and be able to change your plan accordingly through your Account Portal. You can also reach out to our team directly for further support.
Alexa A.
I was not asked for a shipping address when I signed up to get the trial box, so I have no idea where it's going. Neither was I asked to make a password, so now I can't log in to my account to change the shipping address. There's a button that says "Get Magic Link" and it promises to send an email to your inbox with a link to create a password, but I've clicked on it about ten times and nothing is showing up in either my inbox or my spam folder. I texted their help line THREE TIMES over a period of about six hours and got no response. I've read some other reviews that say people have had similar issues and then have also gotten charged upwards of $200 for subsequent subscription boxes that they did not agree to and are unable to cancel, so now I'm terrified that I'm stuck paying a company I can't communicate with $400 a month for something I can't control. That is NOT okay. I don't even know if my cats will eat it yet.
Response from SmallsMar 19, 2025
We acknowledge your concerns and sincerely apologize for the difficulties you've experienced. A shipping address is mandatory during checkout, though Apple or Google Pay may utilize pre-existing data. An account is generated automatically. If you require further support, please reach out to our team. We are dedicated to addressing these issues as quickly as possible.
Guest
There is no customer service telephone number for this company, so you are unable to contact them if you need assistance. My cat had an allergic reaction to the other bird formula and I needed to make an adjustment to my subscription before it shipped (ie no more other bird packets). Since my order was “pending” they would not make any changes. Even though my order had not shipped and my credit card had not been charged yet. This seems like a remedial issue that any company could address through a customer service call but you are stuck texting and emailing mostly an automated robot.
Response from SmallsMar 19, 2025
We understand your frustration with the lack of a phone number and the difficulties you experienced in adjusting your subscription. We sincerely apologize for the inconvenience and distress this caused, especially when your cat had an allergic reaction. We recognize that our current system of primarily text and email communication, with some automation, is not always sufficient, particularly in time-sensitive situations. Please know that our small (but mighty!) team works through every response as quickly as we can to assist and if a phone call is needed, we are always happy to chat asap. We apologize again for the distress this caused you and your cat. We are committed to making things right so if you need any further support or assistance, do not hesitate to reach out to our team.
Julia
I contacted the company about getting samples before recommending the food to my own clients. They do not do samples for professionals, but they did recommend I purchase a sample pack, which I did. Apparently when you do this they automatically sign you up for a plan unless you unselect that option. Conveniently the emails telling you about your upcoming order tend to go to spam - they know this is an issue and said so when I contacted them. I tried to cancel my order once I realized they charged my credit card and they refused. Terrible customer service and they essentially trick you into signing up for a plan. Aside from that, neither of my cats liked any of the food from the sample pack. I will not be recommending this to clients.
Response from SmallsMar 18, 2025
We’re so sorry to hear about your experience and appreciate you sharing your feedback. Transparency is incredibly important to us, and we never want anyone to feel misled about our sampler or subscription process. Customers have the option to opt out of the subscription through their account portal after ordering, and we send multiple email reminders about upcoming orders. That said, we completely understand how frustrating it must have been to come across an unexpected charge. While we do our best to ensure our emails reach your inbox, individual email providers determine how messages are filtered. We always recommend adding [email protected] to your contacts to help prevent them from landing in spam.
Julia W.
This company just charged my account 150$ a week after joining! It feels like a let’s get as much money from a customer as we can upfront type of business! Shipping out and charging you almost 200$ a week after you subscribe to their service… shame on them ! Edit - here we are 2 weeks later and I have a freezer full of cat food that my cat won’t even eat. Over 100$ wasted! My problem is you do not give your customers enough time to decide if this food is the right flavor etc. I would have gladly went onto the website to modify my order but I was charged so fast for my first shipment that I couldn’t. You ship out the starter pack which is more than enough food to last some cats a month + there’s no time to really tell if your cat is adjusting to the food which mine did not! All of sudden BAM - 152.00 taken out of your bank account. Also, I did go onto the website and modify my order because my cat wasn’t eating it and they still sent a huge box disregarding the fact that I opted in for way less. Unfortunately this brand did disappoint me and regardless what their respond says 1) the next shipment is shipped out way too soon 2) I’ve got a freezer full of expensive cat food that my cat won’t even eat. Give your customers a little more time than a week to see how their cat is adjusting.
Response from SmallsMar 2, 2025
We understand your frustration and aim to be transparent about our subscription terms! We communicate this on our website, at check-out, and in follow-up email communications - I'm sorry that this was not more clear. Here's how our subscription works: Initial Sampler: This allows your cat to try various recipes at a lower cost. Subscription Begins: After trying the sampler, your subscription starts automatically, and we ship your first full order based on your cat's preferences and needs. Timing: We typically ship the first full order about two weeks after the sampler to ensure you have enough time to assess if Smalls is a good fit. If you need more time, orders can be postponed or skipped via your account portal. We apologize if this wasn't clear during the checkout process. If you'd like to discuss this further please don't hesitate to contact our Cat Concierge team!
Joseph S.
Purchased a sample package and it was incorrect and missing things. I have emailed several times, text them as they instruct and no one bothers to contact me back. I even wrote them on all their social media and nothing. I will have to contact my CC company and back charge them. Hard to believe they cannot even send a simple message to help me as a first time customer. Terrible.
Response from SmallsMar 2, 2025
We're so sorry to hear about the trouble you've had with your Smalls order and our service! It's definitely frustrating when things aren't right. We acknowledge that our response times can vary. Due to any current influxes of our requests, it may take us up to 24 hours to respond. Please know that our small (but mighty!) team works through every response as quickly as we can. We appreciate your patience and understanding.
