SmallsReviews of smalls.com

Not ready for business. I purchased a trial Box - and received an emailed that I was now signed up for a monthly recurring packaged of ~$90. I went to the website to check out the details of subscription and found a blank account page with no way to cancel my membership. Their site is simply not set up - and they appear to be actually disabling your ability to cancel a membership. As a web developer myself, this is a great cause for concern. The truth of this company is in its broken customer experience, not in its branding.

Very unresponsive customer service as soon as I requested a refund. I had to reach out several times to get any information. They finally responded and said my refund would appear in my account within 7-10 business days but would not confirm how much I was being refunded. I reached out 2 weeks later after not having received my refund and then I was told it would take 5 business days. My cat just didn't like the food and I don't fault the company that but to boast about your money back guarantee online only to ghost a customer when they say they need a refund is sketchy.

Smalls is a great example of an awesome business model but with poor operational execution. Their recipes and the quality of food are top notch and worth every penny. I noticed our cats having more energy and losing weight. There were a few logistical issues with the company shipping to the wrong address twice, but we were able to let that go at the time. However, recently, we did not receive an expected shipment and were not notified from Smalls as to why. When I followed up, I learned that there was issue with the credit card, even though the card had been charged with no issues for a few months. If I hadn't reached out, we would have been waiting for the food to arrive indefinitely with no notification at all. Given that the food is only shipped out once a week, we now have to go a week without food. If your cats have a tough time transitioning to new foods, you can imagine the mess this will make over the course of the week. I really hope they can overcome some of these simple business logistical issues as the food is fantastic. The multiple errors I've experienced with shipments, the consequence and risk of loosing an entire week of food, and lack of communication from the company however is unacceptable-- and it is a risk that you must weigh very carefully when deciding to try Smalls. It also appears from these reviews that this is not an isolated case.