Big 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.
Also known as
smalls.com
Website
smalls.com
Category
Pet Stores
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 49% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
the food made my cat very sick and there's no phone number to speak to anyone about these issues other than through email.
Response from SmallsJan 26, 2025
Hi Virginia, we're so sorry to hear that your cat had a negative experience with our food. That’s absolutely not what we want for any of our customers.
We’re a small team, and while our ability to offer phone support is limited, we do offer calls by appointment. We hope your kitty is feeling better, but if they needed a vet visit due to their illness, please reach out to us via email so we can assist you further and make sure we address this properly.
AH
Amanda H.
My cat did not like this food
My cat did not like this food. I tried the recommended suggestions of warming it up and she still does not want anything to do with it. I also didn’t realize they were going to automatically put me on auto ship and was charged over $100 unexpectedly to my account the week of Christmas. I didn’t receive any warning I would be getting a shipment, but I got a text message when it was already on its way. When I reached out to them, they admitted that a lot of their emails go to spam and told me they would not give me a refund and suggested I donate the food. I was very unsatisfied with the level of customer service and the product.
Response from SmallsFeb 16, 2025
We're truly sorry to hear your cat didn't enjoy the food and that you had such a frustrating experience. We understand your disappointment! We strive to be transparent about our subscription process and communicate this on our website, at check-out, and in follow up email communications - I'm sorry that this was not more clear. We appreciate your feedback.
DL
Diana L.
Incompetent Execution and Service
Decent food, entirely incompetent execution. Repeatedly, orders would arrive late, fully defrosted, or not at all. Some of this fault may have been with FedEx, the delivery carrier, but there is nothing that the recipient of a FedEx package can do to facilitate smoother delivery, that is entirely the responsibility of the business that engages with the delivery carrier. Smalls customer service (from which, at times, it has been impossible to get any sort of timely response and they do not operate a telephone customer service line) essentially just said deliveries were out of their hands because that was up to the third party carrier, but it is the absolute responsibility of the company to whom I pay money to receive a product to ensure that product gets to me in a timely fashion (especially when that product is frozen food). If they do not have the competence to effectively manage their delivery partners, that is something only they can fix. Side note - I placed an order for Just Food For Cats from Chewy which was delivered by FedEx to me with absolutely no issues. So I don't know where the Smalls/FedEx issues are arising, but its certainly something Smalls needs to sort out. 0/10 recommend.
Response from SmallsFeb 16, 2025
We sincerely apologize for the repeated delivery issues you experienced with Smalls. We understand your frustration with late, defrosted, or missing orders, and we appreciate you bringing this to our attention. While we partner with FedEx for deliveries, we absolutely take responsibility for ensuring your food arrives in a timely and frozen condition. It's unacceptable that your orders haven't met these standards, and we're actively working to improve our delivery process and communication to prevent these problems in the future! We're sorry we fell short of your expectations and appreciate you sharing your experience. We value your feedback and are committed to making the necessary improvements to earn back your trust.
TF
Taylor F.
Unacceptable Service and Lack of Integrity
I am extremely dissatisfied with the service I have received from Smalls. I placed an order for a shirt on December 6th. On December 11th, I received the wrong item. I immediately contacted the team via email, and was informed that a replacement order had been placed and tracking information would follow. Between December 11th and December 18th, I sent seven follow-up emails regarding the replacement and the lack of tracking updates. I was assured that if the replacement item had not been updated by December 16th, a second replacement would be shipped—this never occurred.
On December 19th, after repeatedly being told that my order had been shipped and was en route, I was finally informed that the item I had originally ordered was out of stock and that they had intentionally substituted the shirt I received. Instead of honoring the order, I was told that I would be issued a refund.
This experience has been incredibly frustrating, and I am appalled by the lack of transparency, communication, and integrity demonstrated by Smalls. Based on this experience, I cannot in good conscience recommend this company to anyone. Their failure to deliver on their promises and the way they handled my order is deeply disappointing.
Response from SmallsDec 23, 2024
I'm so sorry for the frustrating experience you've had. It’s clear we fell far short of your expectations, and we truly regret the inconvenience this caused you.
We understand how disappointing this experience has been. If there is any way we can make amends or rebuild your trust, please let us know. While we cannot undo what has already happened, we’re taking steps to ensure this doesn’t occur again in the future.
Unfortunately, we unexpectedly ran out of stock of our Childless Cat Lady t-shirts. This is the reason why our warehouse chose to substitute another shirt in place of this one. We don't know yet when we will be able to replenish our inventory for this item.
However, we thank you for bringing this to our attention. We value your feedback and sincerely apologize for the way your order was handled.
JH
Jennifer H.
Bad Food Bad Service Extremely Expensive
I love the concept, but I cannot recommend this food or company. My cats will only eat seafood, and although they seemed interested enough in the samples, once I bought it, they quickly lost interest. Also, you can't purchase small quantities. Which is bad since it takes up all this space in your freezer. And they don't bother to send you text reminders before processing your next subscription (which you are forced into, by the way), so it's very easy to end up with a freezer full of food that your cat won't eat, and the shelter can't take because it requires refrigeration or freezing. Which is where I found myself very quickly. Overall, it was a terrible experience for me, my cats, and my wallet.
Response from SmallsFeb 16, 2025
We're sorry you had a negative experience with Smalls. Our initial order includes enrollment in a recurring subscription, which is noted at checkout and in follow-up communications. While we aim for flexibility through your online account portal, where you can reschedule or change your plan, our fresh food shipments require a minimum order size (14 packets) due to expedited shipping with dry ice to maintain freshness. You can, however, easily postpone or skip deliveries through your account. We check-in before every box goes out to make sure your cat still loves it.
Additionally, cats' appetites can be fickle, influenced by weather, mood, or simply a desire for variety. Try adding tuna water, low-sodium broth, bonito flakes, or a favorite treat to entice them back to Smalls! Again, we apologize for any disappointment but we appreciate you giving Smalls a try.
AE
Alicia E.
I placed an order on Smalls Cat Food…
I placed an order on Smalls Cat Food Site, and immediately canceled my order and closed my account. A few days later, I received the order that I canceled. I did not realize you can’t just call them. You have to actually email them so they can contact you to schedule appointment to talk to someone I’m very disappointed in their customer service that you can’t directly talk to someone immediately!!!!!!
Response from SmallsDec 15, 2024
I'm really sorry to hear about your recent experience with your Smalls order and the difficulty you encountered with our team. That is never our intention! In the event any order is processed, cancellation must be requested manually with our team. Unfortunately, cancelling your subscription does not retroactively cancel any orders that have already processed. I'm sorry for any inconvenience!
If you need any transition tips for the food or if you have any other questions please let us know.
LI
Lisa
Another terrible subscription only…
Another terrible subscription only company with the added benefit of really expensive food my cats won’t eat ($30/week per cat!!!) Tried every suggestion they offered and not one of my 4 cats would touch it. They rejected food they loved when I tried to sneak a little bit of this in there too! I also think the customer service is terrible. Inconsistent notifications - some by email some by text - I prefer text as I never look at email but they conveniently only send texts after they ship and it’s too late to change order/subscription / delivery. Not worth it by any stretch of the imagination.
Response from SmallsDec 12, 2024
We're truly sorry to hear that your experience with Smalls wasn't positive. It's disappointing when our food doesn't meet a cat's preferences, and we appreciate you giving it a try.
As our policy states, 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 check out screen before purchase, as well as in follow up communications regarding your transition process. Additionally, we do send out Heads Up emails on the Monday or Tuesday before an order is set to charge.
Again, we apologize for any disappointment. If you need any transition tips, don't hesitate to reach out. We are always here to help!
CM
Carolyn M.
Would Not Eat!
The only problem is none of my 3 cats would touch it. I didn't know by ordering the sample offered, would turn into me receiving a full order later on. This is way to expensive for me to experiment with my cats as I am 82 yrs old and on a very limited. Just tried to do something special for my cats and it didn't work out.
Response from SmallsDec 12, 2024
We understand your disappointment. It's frustrating when a product doesn't meet expectations, particularly when it involves our furry friends.
We apologize if the sample offer was unclear, 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 check out screen before purchase, as well as in follow up communications regarding your transition process.
While we're disheartened that the food wasn't to your cats' liking, we value your feedback. If you need any transition tips, don't hesitate to reach out. We are always here to help!
