SmallsReviews of smalls.com

A complete joke of a business. My cat does love the food and she does seem healthier when eating it, but when the company can’t send what I ordered without month-long gaps...what’s the point? I can’t create an account. I get shipping emails for orders that never send week after week after week. Contacting a “concierge” to confirm a shipment and an order might get my card charged and a box sent, but the items in the box aren’t at all what I ordered. Ordered 6 of one type and 6 of another and I got a random sampler of 12 items, 10 of which my cat won’t eat. Stay far, far away because setting up a functional retail website in 2021 is way too manageable with companies like Squarespace and they refuse to do it.

Wish this was a better company because my cats enjoyed the food, but this service is NOT worth the headache. I had a subscription from September 2020 to now, and there were constant mistakes, delays, etc. I received warm/leaky packages a couple of times. Color/smell was not consistent. Website is gimmicky and difficult to navigate. At one point when I asked to add a product to my order they created a second recurring order linked to my account, which I could not access or cancel without waiting hours/days for their ‘concierge’ to get back to me. The straw on the camel’s back was when I attempted to change my address as I had moved, and they delivered it to my old address anyways, and charged me for the $200 box while having the gall to ask if I wanted to place another order. And of course, the minute I said I wanted to cancel my subscription (which you can’t do on the website)— radio silence. I don’t know what I expected from a company that communicates exclusively through text.

Attempted to order the sample product, got double charged and attempted to email and call customer service. Email doesn't exist and they send you straight to voicemail when you call saying "We don't currently offer phone service" Convenient for them to be able to avoid their customers. Highly recommend taking your money somewhere else to a real business.

First time I ordered my card went through but the website said it was declined. Tried again and the the order went through and I received a reciept in my email just listing the dollar amount they collected. Nothing about what I ordered, when its coming. No details. I tried to create an account, but there is no way to do that. I tried to login and pressed "forgot password" and received nothing. I just want to cancel this upcoming shipment, whatever and whenever that may be, and somehow cancel any "automatic" ones that have somehow been preset. Even if the food is good I have zero control over this situation and I do NOT want to deal with this. None of the other cat delivery sites are like this. The website only has the "get started" page where it makes you answer pointless questions about your pet. Then they offer the generic starter kit. and a pay button. There's like two buttons on the website.

This company has dreadful business practices. I ordered and paid for a sample package. I ended up contacting them to cancel future shipments because there is no way to accomplish this on their website. It seems that they completely ignore you when you want to cancel. Even after texting with someone I still kept receiving upcoming shipment notifications. So I tried calling them. HA! They don't answer their phone. A recorded message tells you that there is no phone support; you can only text or email them. That figures! It's easier to give you the run-around if you can't actually reach anyone. SHAME ON YOU, SMALLS! Customers should have the option of subscribing or not. It shouldn't be automatic just because someone wants to try some products. AND it shouldn't take an act of God to cancel a subscription!

Cats did not like the taste of the food and both ended up constipated with longer term digestive issues. Not good for cats.

I thought I was doing a really good thing for my cat by getting him quality food delivered each month. Sometimes he would love it and sometimes he would be so finicky about it. He would love one flavor, but the next time I would give him that same flavor, he would hate it. It started to make me question their quality. Smalls also didn’t provide any refunds for food that my cat didn’t like. I should have trusted my cats instincts - he literally tried to starve himself for days once because he didn’t want to eat the fish flavor, which he enjoyed weeks before. More recently I found out that my cat has crystals in his urine. He has just had a health checkup in October 2021, everything looking great. Now about 3-4 months into the food, I found out he has the crystals and mild gingivitis. I realize not all cats are the same with their diets, but I would watch them closely with this food and trust when they don’t like it. Overall bad review because I feel lied to by customer service and treated unfairly after being refused a refund. I asked for my refund before the food had actually shipped and they still refused.

I am trying to cancel my subscription but am getting no response via email or text. You can't cancel on the website and there is no way to access your account. Seriously considering reaching out and filing a complaint to the BBB.