SmallsReviews of smalls.com

This is one of those companies that just tries to get your free-trial information and then they charge you full price even if you cancelled. Even after we cancelled, they tried to reactivate our account again months later. Avoid this at all costs. Just like our cats avoided their food. Our cats wouldn't even touch any of their products, even our food-obsessed cat. It's so sketchy that I even question what they put into their cat food at this point. If they are built around getting as much money as possible from you right in the beginning, then why would they care at all what goes into their food? It's just a money grab.

Ordered a trial for my mother's cat in January. Her cat hated it, and the food went to neighbors with less picky cats, who still wouldn't eat it. Ultimately it went to their dogs, who would eat it. Given this information, I attempted to cancel the subscription, found no way to do so, and so removed my payment method instead, as the only way to prevent more unwanted cat food, or so I thought. I was frustrated to learn that I was charged nearly $250 late on a Friday to assure I couldn't challenge payment with my banking institution closed for the weekend. I attempted to contact their customer service line, only to find that they don't actually take phone calls at any time for any reason. I then emailed them and received an automated reply that due to high volume they won't be getting back to me for quite a while. Further, they neither accept returns nor issue refunds for unwanted deliveries. Smalls.com, based on my direct experiences with the company, provides a mediocre product and has no customer service whatsoever. They would do well to redirect some of their excessive marketing budget to customer service. I strongly advise you to avoid doing business with them.

Don’t waste your time or money. There are other/better companies out there who stand by their service and product and are more transparent with what’s in the food. I ordered Smalls on 2/1 and nearly 2 weeks went by with no communication. Last Friday, 2/12, I finally received an email saying my “shipment was being prepared” (not even that it had shipped yet!). That was fine, because I was traveling! 36 minutes later, I got another email that the food had arrived! Well, I was already traveling and was unable to get to the food until yesterday, 2/15, by which time the food had already thawed and spoiled. This wouldn’t be horrible, except they REFUSE to refund or replace the order after spending hours texting with them today. (They also REFUSE to call.) UPDATE: After messaging the COO and CEO on LinkedIn, filing a complaint with the BBB, and leaving these reviews, they reached out to replace the box and assured me there would be proactive notice and communication this time. YET AGAIN, they delivered the box on the same day they notified me it was shipping! I didn't get it until the next day and the food was already thawed. It's probably fine, but this company is a nightmare and the service is HORRIFIC.

The sample order was great, came in frozen. My first order after that came in thawed out. All the food packages were had free standing liquid. Worried about the quality of the food. I am will see how the next batch comes in.

My cats won’t eat the soft food. The freeze dried pellets make them vomit. Not for my cats.

Three of my cat's do not really like the food. Only when starving to death will they eat it. One will eat some of it occasionally, the others just sniff at it and walk away.

I bought the trial subscription. They aren't letting me know when its ready, when it will ship, when it will be here, or anything of the sort, and it still hasn't arrived. I logged into my account to try to find out, and it only shows a "next box" costing over 200 dollars that is going to be billed and shipped in two weeks. There is no option to unsubscribe on the website, you can't remove things from this box that they make and bill you for to avoid the charge. You MUST email customer service. I have now exchanged 6 emails trying to cancel this new box, and they are still trying to convince me to delay it. I would say, do not give them your credit card if you are worried about having to cancel because its more trouble than its worth.

After my cat nearly died of a blocked bladder a year and a half ago, it's been very hard to find a food that he won't refuse but is also healthy for him and moist enough to discourage crystals from building up in his bladder/urinary tract. Smalls' food itself is great and my cat loves it, never threw any of it up, and seemed to be healthy with it. However, the company is semi new, and it has the WORST customer service ever, and horrible logistics. They gave me completely wrong food, or forgot to ship me everything they had charged me for on multiple occasions. And they only ship on Tuesdays. ONLY Tuesdays. The food doesn't arrive until Fridays or Saturdays, so the window for keeping the food fresh is super slim. And then if the food gets caught over the weekend (as USPS, UPS have been backed up due to COVID) then you're screwed. They make it difficult to get a new shipment sent, and were very combative as if I had done something wrong or were trying to get free food or something. This is the most expensive cat food I have ever purchased and it's completely unacceptable for a cat brand trying to sell high-end expensive food to treat their customers like that (tbh it's unacceptable in general to treat customers like that). Furthermore, the fact that they have very rigid yet inconsistent & unpredictable shipping practices means my cat has gone through a very unstable two months of trying this food, being without food for periods and having to pay the consequences of an inconsistent diet that could cause him damage and issues, such as vomiting a new food that he is not compatible with that I had to purchase as a stop-gap when smalls wasn't able to ship replacements for spoiled food. I can NOT believe they suggested I try to use food that had been stuck in the mail for 5 days and been exposed to temperatures that would promote bacterial growth that could harm or even kill my cat. It feels illegal to do so. On top of everything else, the food comes in sausage-like packaging that is difficult to store and is super inconvenient to ration for your cat compared to every other cat food option. They use sustainability excuses but it's definitely a cost-saving solution for them. Oh and the sampler isn't a sampler. It's just a box of their different recipes each packaged for 3-ish days of food. So you have to try them one at a time, or have them go bad in the fridge when you're 1/3 the way through the packages (if you want to have them all side by side by your cat's old food to let them smell, explore, etc every day, that's gonna be super super difficult). They seem like a new company that is really failing with logistics and customer service. They don't know how to treat customers well or track customers with a CRM and know the history of the relationship. If the food you ship doesn't arrive frozen, SEND A NEW BOX. That's such a simple solution, but they refuse to do it. They even emailed in November to say they weren't shipping food from 11-28th of December. Cool. I ordered food to ship out before then. I'm still trying to gauge how much my cat needs to last two weeks or a month. That shipment went out a day late, and ended up stuck until the following Monday. They didn't ship a new one out, and I was stuck without cat food for now going on three weeks. I can't have my cat subject to such inconsistency and poor, HORRIBLE service. He deserves better, and so do we all.