SmallsReviews of smalls.com

Be 100% sure to read the fine print, because their customer service is shady/completely unresponsive. I'm serious. They have a customer service contact number that when you call has a voice message that literally says the business doesn't do phone customer service. You can only send an email/text, to which there is an automatic reply saying they will get back to you in 24 hours, and a FOLLOW-UP automatic reply saying they are "experiencing a higher volume than usual and response times may vary"...never a great sign. Aside from truly terrible customer service, paying for a "trial" cat food delivery automatically results in them charging you $119+ a month for cat food you don't want and your cats will refuse to eat. This company is a great marketing scam.

Because of how they schedule deliveries, your cat may be left without food as it happened to mine. I haven't been able to anticipate the delivery 10 days before it was scheduled. The mistake seems to be related to their sample pack. They send you a sample pack that is supposed to transition your car into Smalls. The sample, though, lasts for only 2 weeks, but they automatically schedule the next delivery 4 weeks out. This means that for 2 weeks your cat has to go back to the old food because you cannot anticipate the date of delivery. I tried to change the delivery 10 days before it was scheduled, but they said it was not possible. If you contact them and ask them to perform an extra mile, the answer is gonna be no.

Although this food initially agreed with my cats, some of them began vomiting. I tried to cancel all subsequent orders and I was assured that they had been cancelled. A few days later, I received an automated email message indicating that my next box was on the way! I contacted the company again and was told that I missed the deadline to cancel the next order, which seems contradictory to what they previously told me. I asked that they contact their delivery company and cancel the order, and ALL subsequent orders, and I was told, "Too bad, we can't and you will be charged. This is in accordance with our FAQs." This company is not customer friendly - beware.

I was enthralled with the philosophy behind Small’s foods for cats, they have an impressive website and though highly expensive, I was eager to love my relationship with them. But when my trial package arrived, I was overwhelmed as I received no instructions and had not a clue how to use the many little frozen packages nor what to do with the dry ice which was completely foreign to me. On the website they bragged about their eco friendly packaging but there were no instructions on how to deal with their super duper state of the art eco packaging only several frightening warnings about the dry ice. I cried out for help via the text number I had to research to find as well as email. In spite of the fact that Smalls is highly expensive, THERE IS NO WAY TO ACCESS THEM BY PHONE. They protect themselves from taking receiving any calls. You cannot just order what you want say just just their of kibble for example, you must order their frozen raw animal foods to receive the kibble. If you are confused and need help or clarification, you can ONLY text or email and even then response is exceptionally slow and tedious. I am vastly frustrated and disappointed with Smalls. Had I received a phone call to help me, I would not have taken the time or care to write this review. I received my package on Thursday, it’s Saturday. After sending a text with all caps…”HELP” they didn’t care enough to respond.

If you ask for a refund, you MUST state "I want a refund" even though it says a refund if your cat doesn't like it. I emailed that my cat didn't like the food but no refund because I didn't say that specifically. Also, you must request a refund 14 days after but before 30 days. Just trying to help another person. Apparently- the $30 is important to them! Sadly, I will not use this company or recommend them. I told them today that I didn't want a 25% discount bc my cat didn't like it. They told me the refund window had closed. I sent them an email that was during the window but that to was not acceptable. They advertise "high end" cat food; however, their customer service is quite "nickel and dime". Find another cat food. I threw all my food out.

Cat food came almost 10 days late and to my house warm when it is supposed to be frozen. When I tried to contact them through email (before and after it arrived) they responded they could not refund me for rotten food and offered 25% off my next order. How is it right that I should pay for rotten food? Smalls has horrible customer service and is definitely a nighmare to work with. You would think spending close to $200 every month would get you good service as well as quality cat food but sadly, that's not the case.

Like most of the bad reviews, mine is with customer support, logistics, communication, etc. The food is great. The process is horrible. I wanted to expedite my first order and or place a 1 time order. No one could answer the question in time. So we kept the original ship date. Now Operations whom the "Cat Concierge" has referenced on multiple txt(s) cannot confirm if the order from 8/14 has shipped or not. So they take my money, hold it indefinitely until they can ship or perhaps not ship. The Concierge is a bot that does allow a human to respond. By the human adds no value. The human references Operations - really? How difficult is it to find an order, cancel it, or manually override it and ship it. I cancelled after receiving only the trial - that should tell you something. Upon cancellation the VP Justin(s) face pops up with a "Sorry to see you go - do you really want to leave?" I ask Justin, what choice do I "really" have. Cannot talk to a real person, Cannot get a real answer on my order. Cannot place a 1 time order. Cannot expedite an order. Cannot really do anything - except cancel. Go on Shark Tank and get some additional funding, because Smalls has a capacity issue - the capacity required to communicate effectively.

I experienced errors in my order fulfillments twice in my short time with Smalls. Mistakes happen, that's fine. But smalls doesn't make it right. They refused to refund me for the wrong food they sent, which my cat can't eat. I found their customer service generally unhelpful and unconcerned with the satisfaction of their customers, so I am no longer a customer. Seems they only care about their short term dollars.