SmallsReviews of smalls.com

Absolutely terrible… I’ve been trying to adjust my plan via my login. It is impossible to make any adjustments to the plan. I’ve been trying to call or get in touch with someone. What kind of company doesn’t have phone support? I have texted per their instructions on the message when I called them. And no one has responded. I don’t know how to take care of this. I feel trapped. I’m gonna call my credit card company and block this company if I don’t hear from them soon.

There are two major problems here: the food itself, and the business model. First, my cats hated the food. When I mixed it with their usual food, they refused to eat it. So it ruined the food they actually like, on top of being wasted. Then I try to cancel the box. For whatever reason, it didn't work, but I had no idea it didn't work. A few weeks later I get an email that they already shipped a box and CHARGED ME 4 DAYS EARLIER. So they didn't warn me about the $160 charge and only told me about it after the box was on the way. I asked again to cancel it. They told me since it already shipped they couldn't take it back. They only make money by forcing people to pay without telling them beforehand. That's illegal in 22 states, but not mine, apparently. Avoid Smalls cat food.

Worst logistic. Received my order missing several items and also several wrong items. I ordered a sampler box (4 bags of freeze dry and 6 different packs of fresh) with a bag of litter but only receive two bags of freeze dry, 5 kinds (2 packs the same kind). My freeze dry and litter’s gone missing from the package while the unlabeled ‘chicken’ minced i’m not sure which is which. Also I taste all my cats’ freeze dry and their’s are very salty. It’s not ready for serious business.

I received a sample package and also then found out the next month I would be charged $170. The customer service response was immediate and they cancelled the order, so that I can decide when and what I want to order. No complaints here. I will order more food from them.

My cat loves this food and it definitely has been worth it in terms of his health and eating habits. The company however has TERRIBLE customer service, so unresponsive. Their shipping is very unreliable, my order has not arrived on 3 different occasions and I got the wrong order twice. Leaving My cat, who’s has a terrible time transitioning, without food... so wasn’t fun. Like someone said here, not ready for business.

Not ready for business. I purchased a trial Box - and received an emailed that I was now signed up for a monthly recurring packaged of ~$90. I went to the website to check out the details of subscription and found a blank account page with no way to cancel my membership. Their site is simply not set up - and they appear to be actually disabling your ability to cancel a membership. As a web developer myself, this is a great cause for concern. The truth of this company is in its broken customer experience, not in its branding.

After learning about some really disgusting things in even “high quality” pet food I knew I needed to make a change. I found smalls and and am so happy I have! I have found their customer service team super responsive via text and all my questions are answered quickly (when I thought of a q at night and texted in the next morning it was responded to) and With tons of info. The trial kit I was sent was so adorable with tons of extras I didn’t expect (some chicken broth, chicken powder, bonito flakes and a Tupperware) during the trial they launched their freeze-dried food and received a sample of that as well. My cat has been a grazer his whole life and now feeding time is something that he can’t wait for! I definitely saw a lot of the expectations they set like drinking less water and more energy. The only downside is he always wants more food! I now give him half wet food and the freeze dried (which he barely grazes, but does a tiny bit). I’m so happy with my delicious to switch to smalls. The only thing i can see being a little confusing is the website is a little hard to navigate - every time I go to my account page I can’t see any order info it just sends me to a really cute page where they highlight how to start feeding smalls to your pet. *update July 31st - has an issue with my delivery not arriving on time. I texted their number within 5 min received a message apologizing for the delivery issue and the food arrived today.

Very unresponsive customer service as soon as I requested a refund. I had to reach out several times to get any information. They finally responded and said my refund would appear in my account within 7-10 business days but would not confirm how much I was being refunded. I reached out 2 weeks later after not having received my refund and then I was told it would take 5 business days. My cat just didn't like the food and I don't fault the company that but to boast about your money back guarantee online only to ghost a customer when they say they need a refund is sketchy.