SmallsReviews of smalls.com

Man - can I relate to some of these bad reviews. I ordered a sampler for my 3 -12 year old cats. In a nutshell I was still dealing with the -so called sampler- when I got a notice that my order was shipped! 2 weeks after my sampler? What order? Still sampling. I inadvertently agreed to a subscription by just ordering a sampler! I went into the portal, tried to change dates, which didn’t stick - got another delivery before I could figure out what in the actual hell was going on. Tried calling- no phone calls, only mail. Sent a mail asking to cancel til further notice because I was way stocked up, my cats weren’t that excited about it- and flat out wouldn’t touch some of them. Some had a weird light vinegar smell which concerned me. I got a mail back saying that they would postpone for a month. NO, I said cancel! I finally sent a mail that I felt duped. I got the terms and conditions- section 2 and returns speech. Terrible customer service and online portal. Don’t waste your time and money.

Update: Smalls was concerned about the medical issues my cats had after eating their food. I was told that they were able to identify the source of the problem on their end after a thorough investigation, and they compensated me for veterinary fees that weren't covered by insurance (although they offered to send the entire amount). I hope that their new efforts towards quality control will be for the long-term. If so, I don't see any reason why Smalls shouldn't be trusted as a source of high quality pet food. **************** I just sent this email to Smalls: I'd like to cancel my subscription asap. After eating an unusually watery ground turkey meal, two of my cats ended up in the ER. One had to stay overnight and receive IV fluids and assorted meds to get her eating again, she was diagnosed with gastroenteritis secondary to eating "something bad." She had an ultrasound which didn't show any blockages, just inflammation consistent with gastroenteritis. The other one was released after getting subcutaneous fluids and some take-home meds to help him recover his appetite. Both cats are just 2 years old and in otherwise great health. They're indoor-only cats, I don't keep any toxic plants in the house (no toxic cleaners, etc.), and there's nothing they ingested together — at the same time — other than the shared packet of Smalls ground turkey, which, as I mentioned above, was unusually watery. It didn't smell bad, so we thought it was okay, and it clearly was not. This is just a couple of weeks after I contacted customer support about 5 packets of fish I received that were absolutely rancid. The smell was so bad that we had to open all of the windows and turn on an air purifier. All five packets were rancid. That's a very serious quality control issue. Customer support apologized, but that's all. I had to request reimbursement for the 5 fish packets. I shouldn't have had to ask, it should have been offered to me as a subscriber since May 2019. I'm happy to pay for high quality food for my cats, but not if it's rancid. I had also contacted customer support (at the time of reporting the rancid fish) about several packages of food that were cracked and opened when we took them out of the box (I sent photos). The CSR said it was okay, and the food was safe to feed my cats. She said that Smalls is experimenting with packaging and trying to figure it out. After the rancid fish and the cracked packaging, I should have cancelled my subscription, those are two big red flags, but I thought I'd give Smalls another chance since I appreciate any company that offers high-quality, fresh diets for cats. But this food poisoning episode is egregious. It's obvious that Smalls has some serious quality control issues. I've had cats for over 20 years, and I've never had to take any of them to the ER for food poisoning.

My cats haven't even tasted the food yet, but my own experience with this company has been horrendous, and no matter how much they like the food I will not do business with this company. The web site has no working links except the ones that lead to a purchase, so there is no way to get information, including the contents of the food. It is impossible to speak with a human being--you must communicate only by email or text. I ordered only the sampler, and they signed me up for a subscription which I can't cancel because I can't get into my account-as before, the only link that works is the one that leads to a purchase. Save yourself a lot of money and stress and don't order from this company.

There is no way to cancel the product, my cat did not enjoy the food, when making the sample plan the website did not indicate I was selecting things to remove instead of the things I wanted. Website takes too long to send password reset emails, and it really poor quality site, squarespace makes better sites than this. Cat even got sick and is now puking everywhere. Had to make an emergency vet appointment. Do take good care of your cat, this is not the way

The product is great but all these testimonials about great team and excellent customer service are false. I can find NO PLACE to modify or cancel pending shipments. There is no way to get in touch with these people. Their phone number gives a recording that says "text us" using the same number. I did and got an immediate response: "Sorry, this service is not available." Therefore, when they attempt to draft payment from the next shipment they force on me they will get the same message from my bank. Too bad, I really like the product but on my terms, please.

Absolutely awful. Not only did my cat not enjoy it, but they have continued to try and charge me $130 dollars after allegedly manually stopping my subscription AND refunding me what they charged me for. If you like being charged up the wa-zoo and don't mind poor customer service, then this is perfect for you. If you like having control over your subscriptions and being able to COMPLETELY cancel them whenever you like DO NOT TRY SMALLS.

I strongly recommend that you analyze critically a lot of these positive reviews, as they appear fake. They have an unethical and deceptive business practice in that they neglect to mention, except in small print on the final page as I have come to realize, that they operate on a mandatory, no opt-out recurring payment model. The sample was $36, and I was surprised to find a $250 bill the next month. There is NO way on their website to cancel a subscription or remove a billing method. Unfortunately what seemed initially to be a small company selling a unique product is tainted by a deceptive business model that attempts to angle-shoot money out of your wallet. I would not recommend using this company as you may be surprised by an unexpected bill.

Unethical practices and terrible service. And my cats hate it too. Like another customer said, the sample which implies it's to TRY came and my cats hated every bit of it. We threw it away. Then they autoshipped a massive amount of this stuff without me reordering. The fact that they have a practice of autoshipping when you sign up was their business decision serving THEIR interests - i don't care if it was in the legal terms and conditions, they still made that choice. Plus they say you can return any uneaten food for a full refund but now, conveniently because of COVID they cant. So why do they say it on the website? Their customer service was unapologetic and intransigent. I'm filing with the better business bureau and contesting the charge.