SmallsReviews of smalls.com

I am absolutely FURIOUS at how this was handled. We order the trial pack and the food seems good, our cats like it, so we're happy we found where their food will be coming from. It's EXPENSIVE, but hey, they're family to us so it's worth it. At some point I realize no other shipment has come so I log in to check on that and realize the date it auto-picked for us was far too far in the future and they would run out of food. So I adjust the next delivery to the soonest available date, which means they'll go about a week without food. I buy food in the meantime. The next order is meant to arrive on a Monday. That Friday I get the email that the shipment is being prepared. Monday rolls around and I realize that not only has it not arrived, I never got the email letting me know it shipped. Did they reach out to me about it? No, of course not. So I reach out and ask for an update. I am told that it indeed hasn't shipped and that the estimated delivery date is Thursday, 3 more days away, which feels like a lot. I'm frustrated but ok fine, I'll just get extra food from elsewhere. Tuesday evening I realize I STILL haven't gotten that shipping email, and that unless this food is shipping the next day and overnighted, it's not gonna make it by Thursday either. So I reach BACK out. It indeed hasn't shipped and I have NO other information. Nothing specific. Just that BS "we are experiencing higher than normal volume" excuse. Frankly? That's none of my business. That's just poor planning on your part. Each time I reached out I was offered no actual solutions, no attempts to make it right, just my feelings mirrored back to me ("gosh, that sounds frustrating") and a request to wait for the next "cat concierge" to reach out to me. Slapping a fancy French name on your customer rep doesn't make a the experience more elevated. Dependability does. And that "concierge" never reaches out by the way. Honestly, are they running this from mom's basement? What is this?? Trust is gone and I'm beyond irritated at how they handled it. If this is the experience of a brand new customer, I don't want to deal with it. If they can't manage to send food, another company will.

I have PICKY cats and they refuse the food. It says to ween them into it but my girl cat refuses. They also only like fish and there’s only one option for that. Not my main issue. Smalls markets trying a sampler box which I did. That sampler box turned into a subscription I NEVER signed up for $150. I didn’t even have an account set up yet. Solution from smalls was to cancel my subscription I NEVER signed up for. Money back guarantee is also a lie, still got charged $150 for food I didn’t order and food my cats do not enjoy.

I ordered the sample kit and my cats did not take to it after multiple tries. I simply threw out the remaining pouches. A few weeks later I get a notice that I’ve been charged $148 for the next shipment that wouldn’t even ship for another week. Irate, I cancelled my “subscription” and asked for a refund which I was quickly denied. I recommended to them to consider giving email notifications 2-3 days before a customer’s card would be charged to at least give the customer a chance to cancel or postpone the shipment if not needed. Every other recurring monthly or annual service I subscribe to extends me that courtesy. YOU’RE KILLING ME SMALLS!!!

I reached out to Smalls Customer Service because I had an unexpected emergency that required me to leave town for an entire month. My order was still showing as “Preparing” and had not yet shipped, so I contacted them as soon as I realized I would not be home to receive, unpack, and properly store the frozen food. I simply asked them to either cancel the order or postpone the delivery until I return home. Instead, I was told there was nothing they could do because they had already printed the shipping label. The order had already been charged to me $174 and despite explaining that I would be gone for an entire month and that no one would be home to bring the food inside or put it in the freezer, Smalls refused to cancel the order, postpone the shipment, or issue a refund. They apologized, but an apology does not solve the problem. I am now out $174 for food that I will not even be able to receive or use, and I have no idea what I am supposed to do when the package is delivered and left sitting outside my apartment door for an entire month. Obviously, the frozen food will spoil, potentially create a serious mess and odor, and ultimately be wasted. What makes this especially frustrating is that I contacted customer service BEFORE the order had shipped and specifically offered a reasonable solution: simply hold the order and send it once I return. I wasn't asking for anything unreasonable or trying to avoid paying for an order I wanted. I was dealing with an unexpected emergency and trying to prevent $174 worth of food from being knowingly left to spoil. I find this extremely unprofessional and unaccommodating. There should be a reasonable process for handling unexpected emergencies, especially when a customer gives advance notice and the order has not even shipped yet. I genuinely hope Smalls reconsiders this decision and provides a solution instead of knowingly sending frozen food to a home where they have been told nobody will be present for an entire month.

Cat would not eat at all! Gave away.

I ordered sampler pack not realizing it had to go in freezer or that expensive subscription it attached with it that would 148.00 ridiculous amount. I contacted them within 5 minutes of ordering sampler box and told them I live in senior apt I have no freezer space please cancel they canceled subscription which I didn't sign up for but wouldn't cancel sampler box which I just ordered 5 minutes before they said it was already being processed nothing they could do. Already seems like a crappy company. Do yourself a favor don't buy from them they are a deceptive company.

This is the ONLY food ive ever tried that NONE of my 3 cats would eat, heated, mixed, cold doesn't matter! Ok fine, ill just cancel... Yeah about that... This company ONLY deals through text or email and im about 99.99% sure its just an AI chat bot with zero incentive to help you! Its 2026 get a real customer service PHONE number and hire real people! The fact my cats wont eat your terrible "food" is quickly becoming a secondary reason for the 1 star rating!

Everything was fine at first. Some flavors my cats liked, and some they didn't. No big deal. I logged into my account to delay my next shipment because my freezer was completely full from my most recent order. Then, way before the date I had postponed it to, I received an email saying they were processing my payment and packing my next shipment. I immediately contacted Support and explained that this was incorrect. I asked them to check my account because I had delayed my next shipment weeks out since I was overstocked. This is where you need to be careful with these guys. Apparently, delaying your shipment does not automatically delay your payment. You have to extend the payment date separately. That's incredibly shady. I have never dealt with another subscription company that works this way. Every other subscription service I have used processes your payment when your delayed shipment is actually scheduled to ship. They would not correct it or stop the order. Since I have a paper trail of Support confirming that I delayed the shipment and contacted Support as soon as they started processing it, I will be disputing the charge with my bank.