SmallsBig Pet Food prioritizes profits over cat health and they pack cat food with preservatives and fillers. Smalls believes cats deserve better and uses natural ingredients and added vitamins and minerals in our food. Our recipes are cooked with minimal processing. After cooking, our recipes are then frozen to maximize freshness and shipped off to happy cats across the country.
Smalls (smalls.com) has 3,851 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
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Chiara G.
$300 for cat food are you kidding me? The sample was AWFUL! My cats didn't eat a single bite. It smelled like roasted eggplant/babaganoush. I didn't complain then, because who cares, I wasn't planning to buy it again. BUT NOW! A month later, they bill me for 24 disgusting orders without me ordering. AND ALL SALES ARE FINAL??? I didn't make an order! I want my money back but no one is available to talk until 5/12??? thats a week from now.
Theresa W.
MONEY BACK GUARANTEE ONLY APPLIES TO THE TRIAL PACKAGE, NOT THE ADDITIONAL PACKAGES THEY BLINDLY CHARGE YOU FOR AND SHIP TO YOU.
Lisa P.
Make sure that you read the fine print!! I signed up for a small sample of their wet food. I did not realize that I signed up for a subscription! Unfortunately, both of my cats did not like any of the food. I did not receive any communication from them regarding what my thoughts were, or how my cats liked the food until an e-mail came through saying that my complete order was on the way. I never created an order! I went on their website, and found that they sent me 3 larges packages of every flavor which is costing me 216$! I was just told via text that it is too late to cancel!
JULIE
The food is okay, but i had no idea I was signing up for a subscription. My freezer is full of this stuff and there is no clear way to cancel! I would maybe order it as I need it, but that wouldn’t be for a looong time. I want to cancel. When I finally reached them, they assured me that they had cancelled my subscription, but no. Another $259 shipment arrived today. No one is answering text or rmail. I finally reported them to my credit card company for fraud: they obviously failed to cancel the subscription as they stated they had. Their customer service is a toxic waste dump, and my cats weren’t even crazy about the food. To complain, or theoretically to reach the company, you cave to go through Kate, the Cat Concierge, or email “meow”, not “Smalls,” for all the goid it does. Just….DON’T.
Danny C.
AVOID THIS COMPANY!!! IT IS A SCAM!!! We signed up for a sample. Cat didn't like the food. Then we discovered that we are automatically signed up for a monthly subscription. A very expensive monthly subscription. They do not provide a way on their website to cancel the subscription. They do not answer their phone. They (so far) haven't responded to emails or texts, except for an automated response saying they are "currently experiencing a high volume of inquiries." In response to Smalls.com response below: You are surely aware of the many customer reviews similar to mine. Your checkout does not make it clear that it is a subscription service. That language is buried in the legalese of your Terms of Service. The service cannot be "cancelled at any time" because there is no mechanism provided to cancel it. Smalls.com uses a scammy and deceptive business model. You know it.
Response from SmallsApr 28, 2021
Hi Danny, I'm so sorry to hear about your frustration today-- we certainly never want any of our customers to feel scammed or misled in any way, which is why we do our best to make it extremely clear at checkout, in our Terms of Service, and in our FAQ that Smalls is a recurring subscription service that you can cancel at any time. It looks like you just messaged in to our inbox less than an hour ago. Our business hours are 10-6 EST, and we aim to answer all emails within 2 business hours. We are currently experiencing a high volume of inquiries, which is why our auto-responder is on to help set those expectations and lay out best practices for receiving the fastest response. When you send multiple emails, text messages, and voicemails, it significantly impacts our response time not only for you but for other customers so your patience is greatly appreciated. I can assure you that no other orders have been charged to your account, and someone from our team will be in touch as soon as possible!
PissedCustomer
DO NOT ORDER FROM THIS COMPANY. I did the trial for my pets. The next month they took almost $300 out of my account. There is NO way to cancel on the website. Didn’t even know I was going to be charged FOUR OF EVERY kind of cat food available. They took the rest of my grocery money at the end of the month, I had to cancel my debit card which screwed up my automatic bills because there is NO PHONE NUMBER to talk to anyone. You have to email or txt. Ridiculous!!!!!!
Azzam H.
They do not allow you to cancel on the website. I adjusted the order on the website to be nothing and removed my credit card information yet I was still charged and they sent a new order. As for their food, my cat refuses to eat it and would rather go hungry than eat their food
Response from SmallsApr 23, 2021
Hi Azzam, so sorry for any stress or confusion here! While it's true that we do not currently have an option to cancel through your account portal, it's still easy to cancel your account and avoid unwanted charges by reaching out to your Cat Concierge. There are instructions for this in both our Terms of Service and our FAQ. We also note in our FAQ that zeroing out your cart/removing payment represent "incomplete" changes and cannot be saved by our system. We send 2 emails after you take these actions on your account to warn you that a charge will still be processed, and it looks like you received those emails on Monday and Tuesday of this week! I am sorry that they weren't more clear. That said, we should still be able to cancel this order for you today-- a member of our team will be reaching out shortly!
Lisa
Decided to give their sample box a try. It came with dry ice, and 4 out of 5 of my packages of food were cracked open. So I contacted customer service and she said, oh the dry ice cracks the plastic, it's totally fine to give to your cats. So I did. Two of them just wouldnt touch it. Two of them did, and then ended up puking everywhere. I emailed to say I wanted a refund and Alex told me I have to wait 2 weeks and try all the food before they would issue a refund. No way! So unhappy with this company. And you can't even call them, only text or email.
