SmallsReviews of smalls.com

Response from SmallsOct 15, 2023

Thank you so much for flagging these issues with us - we'd be happy to help dispel some of your concerns. Smalls prides itself in our transparency, and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST. We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it. If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on time Friday morning can be cancelled as long as we hear from you before Friday evening at 6PM EST. After this time, our warehouse receives a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order.

Response from SmallsOct 15, 2023

Thanks for taking the time to leave your feedback! Working closely with our veterinary nutritionists, we combined their knowledge and expertise with valuable feedback from our customers to develop these new recipes to improve the nutrition (dark meat is more nutritionally dense than white meat!) and palatability of all fresh food. We announced that our new recipes were rolling out this summer, though I'm sorry if those notifications were missed. We understand if Smalls isn't the right fit for you, but we'd love to have you back if you decide to give us another try!

Response from SmallsAug 18, 2023

Oh no! 🙀 Pamela, I'm really sorry to hear about the issues with your recent order. I am so sorry for any confusion or stress here! 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. It looks like you opened the email we sent on 8/8, but I do not see any requests to cancel until after the order was delivered. If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on Friday can be cancelled as long as we hear from you before Saturday at 6PM EST. After this time, our warehouse receive a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order.

Response from SmallsJul 6, 2023

Hi Gail! Thank you for taking the time to leave your feedback and we are so sorry for any confusion or stress here! 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. To ensure transparency, we note this information on the checkout screen before you purchase the sampler. We also include it in subsequent communications regarding your kitty's transition process, and a Heads Up emails sent Monday/Tuesday before your first full box is scheduled to charge. We apologize if these details were not more evident to you. We see that you have already spoken to one of our Cat Concierges, who issued a refund and confirmed the closure of your account. We're sorry to hear that Smalls wasn't the right fit for you and your kitty, but please know that we would be delighted to welcome you back if you ever have a change of heart! 💛✨😸

Response from SmallsApr 18, 2023

Hey Lorraine, have you had a chance to reach out to our Cat Concierge team about this issue yet? This is definitely a common issue when switching to a new food, especially ones with as high of protein content as our foods have! We have plenty of tips and tricks to help ease sensitive tummies over to Smalls, feel free to contact our Cat Concierge team at [email protected] or text us at 503-487-4303 for those tips!

Response from SmallsApr 16, 2023

Thank you so much for taking the time to provide us with your feedback, and we’re sorry to hear that you had a negative experience. We'd be happy to help dispel some of your concerns. To begin with, we would like to clarify that our phone number is a text line, and we can be reached via text or email during our business hours, which are Monday-Thursday: 10 AM-7 PM EST, Friday: 10 AM-6 PM EST, and Saturday-Sunday: 1 PM-6 PM EST. Our goal is to respond to all inquiries within one business day. Smalls prides itself in our transparency, and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST. We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it. If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on Friday can be cancelled as long as we hear from you before Sunday at 3PM EST. After this time, our warehouse receive a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order. I can see that you reached out to our team on 4/13, and we confirmed your account was closed on 4/14.

Response from SmallsApr 16, 2023

Thank you so much for taking the time to provide us with your feedback, and we’re sorry to hear that you had a negative experience. I can see that a team member reached out to you this morning and issued that refund, but we'd be happy to help dispel some of your concerns here. To begin with, we would like to clarify that our phone number is a text line, and we can be reached via text or email during our business hours, which are Monday-Thursday: 10 AM-7 PM EST, Friday: 10 AM-6 PM EST, and Saturday-Sunday: 1 PM-6 PM EST. Our goal is to respond to all inquiries within one business day. I can see that you reached out via text on 4/12, and our team responded the same day. Smalls prides itself in our transparency, and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST. We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it. If your order charges when you weren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on Friday can be cancelled as long as we hear from you before Sunday at 3PM EST. After this time, our warehouse receive a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order. 😿

Response from SmallsApr 17, 2023

Hey Nathan, thanks for taking the time to provide us with your feedback! Our subscriptions are pretty customizable and you're able to receive orders at a frequency that works for you! The idea with our subscription service is to build the order your kitty requires, set it to the proper frequency so you never run out, and be able to forget the rest essentially. For example, most kitties need 28 packets of Smalls every 4 weeks, so once this is set up, ideally there should be little need for additional or emergency orders. If you are still concerned about running out, we can recommend either adding more food to your orders or receiving orders closer together. 💛