SmallsReviews of smalls.com

Response from SmallsJan 16, 2024

Hi May, we appreciate you sharing your concerns about the way our food is cooked, and the vitamins we add, so we'd be happy to clarify! Our Fresh recipes are gently cooked, just hot enough to kill off any harmful bacteria and ensure they're safe for kitties to eat and their people to handle! This means the meat is cooked to "kill temp", and the temperature is held long enough to kill bacteria, but not long enough to denature the proteins cats need. Now, just like people, cats need vitamins for growth and maintenance! In the wild, cats can get all of the necessary nutrients by feasting on the entirety of their prey, but our pet cats need supplemental vitamins and minerals. Think of it like a daily multivitamin! In the spirit of transparency, we have a complete list of the ingredients in our food and you can find it in the FAQs on our website! Nothing to hide here 😸

Response from SmallsJan 8, 2024

Hi April, we are so sorry to hear about the hassle you went through trying to cancel your subscription. It looks like you got in touch with our team on 1/5, and we sorted out the refund for the processed order and took care of the cancellation for you. It's a bummer to hear that Smalls wasn't the right fit for your kitties, but we'd love to have you back if you ever decide to give us another try.

Response from SmallsDec 26, 2023

Hi Betsy, we are so sorry to hear that your cat hasn’t been well and hope they're feeling better. Upon reviewing your account, I noticed that your last order from Smalls was back in April. Cats can often experience digestive upset when they aren't used to the amount of protein in a food and/or may be eating too quickly, so we always recommend reintroducing Smalls slowly. In the spirit of open communication, we encourage our customers to reach out to us directly with any concerns. I see that you contacted us about a refund for your recent order due to your kitty's negative reaction to the food, which we processed on December 18th. Unfortunately, we weren't aware of your cat's vet visit, and we didn't receive a response when we asked for the batch numbers of the recipes to investigate further. We regret not having the chance to address your concerns before they were elevated on Trustpilot. 😞 To ensure we thoroughly investigate this situation for you and your cat, we will be following up with you via email shortly. Looking forward to resolving this together. Chat soon!

Response from SmallsNov 6, 2023

Thanks for taking the time to leave your feedback! We've worked closely with our veterinary nutritionists to make these changes, to ensure we're offering potential health benefits, especially for gut health, without posing any harm to a majority of cats. We greatly appreciate your feedback and understand your concerns about the ingredient change. While we believe that nutritional yeast can have positive health benefits for most cats, we completely respect your choice to prioritize your cat's unique health needs. 💛

Response from SmallsOct 24, 2023

Hey Billy, thanks for taking the time to leave this feedback! We stand by our commitment to making quality food for cats, and we've worked closely with our veterinary nutritionists to improve our recipes (while keeping the core ingredients the same) to make them even more nutritious and appetizing to our feline friends. The cat panelists in our comparison study voted four-paws-up for the new recipes. But we understand that you may feel uneasy about the changes. Since we are a subscription service, we offer set plans in a variety of box sizes to fit your needs. It also helps to keep all of those frozen packets nice and frosty and reduces waste for all of our orders. If you find that the plan you’re on has too much food, we could always increase your shipping frequency to ensure you're only sent another box once you (and your freezer space!) are ready. 😸 We’re sorry to see you go, but we’d love to have you back whenever you’re ready!

Response from SmallsOct 19, 2023

Hi Tracy! We are so sorry to hear your kitty isn't enjoying our new recipes. From all the cats we've studied (for work and for fun), we've found that though cats can be creatures of habit most can be convinced to try something new with some transition tips. If your cat is having a hard time transitioning to the new recipes, we recommend warming the food with some water or adding your cat's favorite topper (like their favorite treat or low sodium chicken broth) to pique their interest. Warming up Smalls is a great way to increase its aromas and highlight all the tastiest changes we've made. I took a peek at your account and it looks like we issued a refund for your order this morning! The funds were immediately released from our system, but depending on your financial institution, it may take up to 5-7 business days to reflect in your account. We're so sorry to hear that Smalls isn't the right fit for your kitty anymore, but we'd love to have you back if they have a change of heart. 💛

Response from SmallsOct 15, 2023

We apologize for any frustration or inconvenience you've experienced with our auto-ship service. Our intention is to provide a convenient and personalized service for our customers, but we understand that it might not be the right fit for everyone. Thanks for the feedback!

Response from SmallsOct 15, 2023

We sincerely apologize for the inconvenience you've faced regarding the shipment and subscription cancellation. Feel free to reach out to our Cat Concierge team either via email or text for further assistance.