SmallsReviews of smalls.com

Response from SmallsJul 17, 2024

I'm sorry to hear about the issues you've experienced with the shipping delays of your Smalls order. Your frustration is completely understandable, especially when relying on timely deliveries for your cats' food. We strive to provide excellent service, and I apologize for the inconvenience caused by the delays you've encountered. Your feedback about the challenges in reaching us by phone and the need for improved shipping methods is noted and will be shared with our logistics team for review and improvement. Sadly, we have no control over the carrier or any delays that may occur, but we are always happy to try and make things right 💛

Response from SmallsJul 7, 2024

Thank you for sharing your feedback, and we're so sorry to hear about your experience. We’ve checked your account and can confirm that you haven't been charged for an order since April, but we’d love to look into this further to ensure everything is correct on our end. We'll be reaching out to you directly! Chat soon!

Response from SmallsJun 30, 2024

I'm really sorry to hear about the distressing experience you've had with the dry ice. Your safety and satisfaction are our top priorities, and we appreciate you taking the time to let us know about this recent situation. We understand that dealing with dry ice can be challenging. Again, thank you for sharing your feedback and we sincerely apologize for any stress! We'll make sure to pass it along to the right team so we can make improvements in the future. If you have any more questions or need further assistance, feel free to let us know.

Response from SmallsMay 21, 2024

Thank you for sharing your feedback. We're sorry to hear about your experience and any frustration it may have caused. When you click on "Create Account," our website will actually redirect you to our sampler quiz. After you purchase your sampler, you're given access to your own online portal where you can see all of our plans and pricing. By default, a Smalls subscription is set up to ensure that all of your kitties can have a 100% Smalls diet for your chosen Order Frequency, but we do have smaller boxes available. After working closely with our veterinary nutritionists, we combined their knowledge and expertise with the valuable feedback from our customers to develop these new recipes to improve the nutrition and palatability of all fresh food. The cat panelists in our comparison study voted four paws up for the new recipes, although we're sorry to hear you aren't as excited about them as we are. If there's anything specific you'd like to discuss or if you have any questions, please feel free to reach out.

Response from SmallsMay 21, 2024

Thank you for taking the time to share your experience with us. We're truly sorry to hear about the issues you encountered with your recent order and the frustration it caused. We understand that our current shipping system and the delay it may cause can be disappointing. Your feedback on this is valuable, and we'll certainly take it into consideration as we work to improve our processes.

Response from SmallsApr 24, 2024

Hi Viki, we are so sorry to hear about your experience and the issues your cat faced. We take quality and safety very seriously at Smalls, and as you mentioned, we had a voluntary recall in June of 2021. During this recall, customers were instructed to reach out to us directly for a refund or a complimentary replacement. To the best of our knowledge, no cats were made seriously ill from any of the affected products we recalled. I'd like to look into your case further and ensure that we address your concerns appropriately, so we'll follow up through Trustpilot and request your email address so we can reach out to you directly.

Response from SmallsApr 11, 2024

Thank you for sharing your feedback with us. Smalls recipes are designed with a high moisture content to ensure your cats stay hydrated. While our recipes may appear less wet than traditional canned food, this is because we cook them to retain the moisture within the meat. Still, we recognize that some kitties may be hesitant regarding this texture if they're used to their canned food, and there's nothing wrong with mixing in a bit of warm water or low sodium bone broth to get your kitties a bit more interested in the food.

Response from SmallsApr 7, 2024

We're truly sorry to hear about your negative experience. That's definitely not the level of service we strive for. We've issued a refund for your order to make amends for the inconvenience caused. We appreciate your feedback and hope to have the opportunity to provide you with a better experience in the future. If there's anything else we can do to assist you, please feel free to reach out.