SmallsReviews of smalls.com

Response from SmallsOct 15, 2024

Thank you for reaching out and sharing your experience with us. We’re truly sorry to hear that your cat didn't enjoy any of the Smalls recipes. We strive to create a product that caters to a variety of tastes, and we regret that we didn't meet your expectations. When you purchase a sampler order through Smalls, you are also signing up for a recurring subscription that starts two weeks after your sampler purchase. 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, including Heads Up emails sent out before your first full box ships. We are so sorry if that was missed! Thank you for your feedback, and we hope to provide you with a more positive experience in the future.

Response from SmallsOct 15, 2024

I'm sorry to hear about your recent experience with our shipping process and the impact it has had on your cats' food supply. I completely understand how frustrating it must be to receive thawed food, especially when you’ve seen such positive results from our product in the past. We strive to maintain high standards for shipping and delivery, and I regret that we've fallen short in your recent orders. Your feedback regarding the changes in our shipping operations is important, and I will ensure it is communicated to our logistics team. Thank you for your patience, and I'm glad to hear that our food has made a difference for your cats.

Response from SmallsOct 15, 2024

I'm sorry to hear that your cats are not enjoying the food and that you’ve had difficulty canceling your order. I understand how disappointing this must be, especially when you expect quality and satisfaction from the products you choose for your pets. That said, I'd like to leave you with some tips to try out with any remaining packs in case it can help. Cats are extremely scent motivated, and serving recipes directly from the fridge can result in a chilly reception. Warming the food with some hot water for ~10 seconds in the microwave enhances the natural aromas, which can often help convince a skeptical kitty to give Smalls a try! Additionally, a topper or enticer like tuna water, sodium free chicken broth, bonito flakes, or any usual brand of treat that you already feed them can help them get familiar with Smalls. Please reach out to our team if you have any further questions, or need any other assistance!

Response from SmallsOct 15, 2024

I’m truly sorry to hear about your experience with your recent orders. I understand how frustrating this must be, especially when it affects the well-being of your cats. Please know that we take these matters seriously. Your cats’ health and your satisfaction are our top priorities. We're a young and growing company, but that's no excuse to leave your kitties without a consistent diet. No matter what, this isn't the Smalls experience we want for you and we all feel absolutely terrible. We promise that our operations and logistics teams are working hard with our shipping carriers to make sure we can keep this from happening again. Thank you for your patience, and I apologize for the inconvenience this has caused.

Response from SmallsOct 14, 2024

Thank you for your review! We appreciate you making us aware of your negative experience, and we'd love another chance to correct this and ensure your kitties receive a frozen and intact order. Please contact our Cat Concierge team at [email protected] or text us at 503-487-4303 to get this right!