SmallsReviews of smalls.com

Response from SmallsFeb 16, 2025

We completely understand your concern. 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!

Response from SmallsFeb 23, 2025

We sincerely apologize for the issues you've experienced with your Smalls shipments. It's completely understandable that you're frustrated! 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. Regarding thawed orders, 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. We appreciate you bringing these issues to our attention. This feedback is essential for us to identify and address the root causes of these problems. We're committed to making significant improvements to our shipping and processes. In the meantime, if you have any further questions or concerns, do not hesitate to reach out to our team!

Response from SmallsFeb 16, 2025

We appreciate your honest feedback! We're glad to hear your kitty enjoyed the food itself, but we understand your frustration with the packaging and, especially, the subscription. Regarding the subscription issues, we sincerely apologize for the lack of follow-up on your sample order and the missed opportunities to edit your subsequent orders. Smalls is a subscription-based service that you agree to upon checkout, and we ship your second order about 2 weeks after you purchase your first box. We communicate this on our website, at check-out, and in follow-up email communications - I'm sorry that this was not more clear! We also send out Heads Up emails on the Monday or Tuesday before an order is set to charge so you may make any necessary changes to your plan or future orders. We apologize if those were missed. Again, truly sorry to hear your experience was not ideal and we appreciate you taking the time to share your feedback. If you need further assistance, please do not hesitate to reach out.

Response from SmallsFeb 16, 2025

We're sorry to hear your kitty didn't enjoy Smalls and that it caused stomach upset. It's not uncommon for cats to have individual dietary sensitivities, and it sounds like Smalls, while a high-quality food, wasn't the right fit for your cat's digestive system. We understand how frustrating it can be when a new food doesn't work out, especially after trying it for a while. We appreciate you giving it a fair try! If you have any other questions or concerns, do not hesitate to reach out to our team.

Response from SmallsFeb 16, 2025

We sincerely apologize for the frustrating experience you've had with Smalls. As you may know, we are a subscription-based service that you agree to upon checkout, and we ship your second order about 2 weeks after you purchase your first box. We communicate this on our website, at check-out, and in follow-up email communications - I'm sorry that this was not more clear. If a subscription order is processed, all requests for order cancellations must be received via email or SMS by our team or it will be fulfilled for shipment. We also send out Heads Up emails on the Monday or Tuesday before an order is set to charge so you may make any necessary changes to your plan or future orders. Again, we apologize for any disappointment and we appreciate the feedback!

Response from SmallsJan 26, 2025

Thank you for sharing your feedback, and we’re so sorry to hear about the challenges you’ve experienced. We completely understand how frustrating it can be when things don’t go as expected, and we appreciate your honesty. We do strive to respond to all messages as quickly as possible, but we’re a small team, and there may be times when our response time takes a little longer than we’d like. We’re constantly working to improve, and we really appreciate your patience as we work to provide the best service possible. Since we are a subscription-based company, we cannot support a la carte orders at this time. However, we definitely understand the need to only receive the items you want when you want them. That is why you can update your future items and ship dates at any time under your account! We’re glad to hear that your cat enjoys the product, and we hope you’ll reconsider us in the future. Please don’t hesitate to reach out directly if there’s anything else we can do to address your concerns.

Response from SmallsJan 5, 2025

Thank you for bringing up this concern. We understand your hesitation about the temperature of the food upon arrival. Our goal is always to ensure the safety and quality of the food we send. We aim to balance effective shipping and maintaining product safety. When the food is still cool to the touch, it should remain safe to consume, but we always recommend using your judgment. If you ever receive a shipment that seems questionable in terms of temperature or quality, please reach out to us, and we’ll be happy to address it with a replacement or refund if needed. Your feedback is crucial as we continue to refine our process. Please don't hesitate to contact us if you need any assistance in the future!

Response from SmallsJan 26, 2025

Thank you for taking the time to leave your feedback, and we’re so sorry for any confusion or stress this has caused. When you place an initial order with Smalls, you are also signing up for a recurring subscription that starts two weeks after the purchase of your first order. We make sure this is clearly noted on the checkout screen before purchase, as well as in follow-up emails regarding your transition process. You should have received emails alerting you to this upcoming order, and we sincerely apologize if these were missed. We've heard that sometimes these emails can end up in Spam or Promotional folders, so it might be worth checking there. If there’s anything further we can do to assist, please don’t hesitate to reach out to us directly. We’re here to help!