SmallsReviews of smalls.com

Response from SmallsMar 2, 2025

We're so sorry to hear about the trouble you've had, both in terms of communication and your cat's health. It's understandable that you're feeling stressed and frustrated. 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. Regarding your cat's vomiting, we're truly sorry to hear that he's been experiencing this issue. We did reformulate our recipes back in the Fall of 2023, and it's possible that the changes have not agreed with him. We appreciate you sharing your experience with us. If you'd like to discuss this further or explore any potential resolutions, please don't hesitate to contact us directly.

Response from SmallsFeb 23, 2025

We're so sorry to hear about the string of problems you've experienced with your Smalls orders! We understand your frustration. We know that reliably supplying you and your cat with fresh food is a responsibility and it's not one we take lightly. Please know our whole team works hard to ensure we get any low-inventory items back in stock as soon as possible and that we prevent these types of situations from happening again. It's disappointing that you've had to deal with so many issues, and we appreciate you bringing this to our attention. We're committed to providing reliable service and high-quality food, and we apologize if we have fallen short of your expectations. Again, we appreciate your feedback and I will make sure this is passed along.

Response from SmallsFeb 16, 2025

Sorry to hear this, Karen! As a note, cancelling your subscription does not retroactively cancel any orders that have already been processed. If a subscription order is processed, all requests for order cancellations must be received via email or SMS by our team. Feel free to contact our Cat Concierge team at [email protected] or text us at 503-487-4303 for more assistance.

Response from SmallsFeb 16, 2025

So sorry to hear this, Charles. If you have not already please reach out to our team for further assistance at [email protected] or text us at 503-487-4303!

Response from SmallsFeb 16, 2025

We're sorry to hear your cats weren't interested in the food. It's definitely disappointing when even the less picky one turns their nose up at a new food! We understand your frustration. When you purchase an initial order through Smalls, you are also signing up for a recurring subscription that starts two weeks after the purchase of your first order. As a visibility measure, we ensure this is noted on the checkout screen before purchase, as well as in follow-up communications regarding your transition process. Since we know cats like to keep us on our toes, you can always update or postpone your shipments on your account or through the Cat Concierge team. If you have any other questions, please let us know!

Response from SmallsFeb 16, 2025

We're sorry to hear your cat wouldn't eat our food. It's always disappointing when a new food isn't a hit with our furry friends. We understand that cats can be picky eaters, and sometimes, despite our best efforts, they just don't take to certain foods. If It helps, warming the food with some hot water or ~10 seconds in the microwave can really open up the ‘nose’ of the food. We've also found that toppers like tuna water, low sodium bone broth, bonito flakes, or any usual brand of treat you feed them make good enticers to help them get familiar with Smalls.

Response from SmallsFeb 16, 2025

That's a perfectly valid reason to cancel the subscription. It's frustrating when new food doesn't appeal to your cats' taste buds. Hopefully, you've found a food your cats enjoy! If it helps, warming the food with some hot water or ~10 seconds in the microwave can really open up the ‘nose’ of the food. We've also found that toppers like tuna water, low sodium bone broth, bonito flakes, or any usual brand of treat you feed them make good enticers to help them get familiar with Smalls.

Response from SmallsFeb 16, 2025

Sorry to hear this, Mary. As long as the packets in your order were cold to the touch upon arrival, they're safe to refreeze and serve as normal Out of an abundance of caution, we previously followed extremely conservative guidance. However, our Operations and Food teams have been running tests to evaluate the safety of our food in transit. With our most recent findings, we can confirm that some thawing in transit is completely normal and that the food is still safe as long as the packets are cold to the touch. This is further supported by USDA guidance updated in Sept. '24. Warm packets cannot be re-frozen. If the food is warm, the packets seem "puffed" with air, or if it smells off in any way, please dispose of the food and let us know! We would love to assist you further.