SmallsReviews of smalls.com

Response from SmallsJun 29, 2025

We are so incredibly sorry to hear about your experience. Unlike our more finely Ground textures, our Pulled recipes remain more whole and intact. Our cooks carefully search each batch for bone fragments, but I'm so sorry that this one slipped through. If you have not already, please reach out directly to our Cat Concierge team at [email protected] or text us at 503-487-4303 so we may report this. Thanks again for bringing this to our attention. This definitely isn't the norm, and we appreciate your help in making it right. Let us know if you have any other questions or need anything else.

Response from SmallsJun 16, 2025

We are truly sorry to hear about your frustrating experience with our website and order management. You are right – cats are notoriously finicky, and it's frustrating when you want to adjust, and our system doesn't allow it. While our strict cutoff periods are in place to ensure the freshness and integrity of our perishable food through rapid fulfillment, we understand the inconvenience. To clarify, you can edit, postpone, or cancel any upcoming order by 8 PM EST the Thursday before it processes. We won't ship additional orders without sending you a Heads Up email a few days prior, so you should always have time to make changes. We are continuously looking for ways to improve our ordering and shipping processes for fresh food, and feedback like yours is invaluable as we strive to enhance our flexibility and communication. Again, thank you for your candid feedback.

Response from SmallsJun 16, 2025

Thank you for your honest feedback. We completely understand your frustration when about a third of the food goes to waste due to your very finicky cat, especially when he enjoys the portion he does eat. We also hear your frustration with the current subscription restrictions and the trouble you've had logging into your account. We apologize for these inconveniences. While our smallest standard recurring box size is typically our Extra Small Box (14 packets) due to shipping and packaging logistics for our fresh, perishable food, we want to help you minimize waste. We can adjust your delivery frequency to be much longer (e.g., every 6 or 8 weeks) so that you receive less food over time, even if the individual box size remains at 14 packets. We can also definitely help you regain access to your account. Feel free to contact our Cat Concierge team at [email protected] or text us at 503-487-4303. We truly appreciate your positive feedback on our concept and transparency. We're committed to helping you find a way for Smalls to work for you and your finicky feline.

Response from SmallsJun 16, 2025

We're glad to hear that you found our packaging and delivery to be very good! However, we're truly sorry to learn that your cat would not eat the food. We understand how frustrating and disappointing that can be, as every cat has unique preferences. If this was your initial Sampler Box purchase, you are eligible for a refund under our Money Back Guarantee. It can take some cats 2–4 weeks to fully adjust, so feel free to reach out if you want any transition tips. We appreciate you giving Smalls a try, and we hope you find a food your cat loves.

Response from SmallsApr 20, 2025

We appreciate you taking the time to share your feedback and understand your concerns! We recognize that Smalls is a premium product, and we're always trying to balance providing high-quality ingredients with making it accessible to as many cat owners as possible. We're sorry to hear that the Pulled Bird recipe seems different! This is quite concerning as we have not made any recent changes to our ingredients. We encourage you to bring this to the attention of our team by reaching out directly to [email protected] or text us at 503-487-4303. We understand that changes can be disappointing, especially when your cat has a favorite. We'll pass your feedback along to our team. You're also right to point out the importance of listening to customers. We're committed to doing that and using feedback like yours to improve our products. We know that customer satisfaction is essential for long-term success. We hope you'll consider staying with Smalls and appreciate your honesty!

Response from SmallsApr 6, 2025

We get it – cats have their own opinions! It's a shame they didn't take to Smalls, but we appreciate you giving it a shot. If you need any transition tips for the food or if you have any other questions please let us know.

Response from SmallsMar 19, 2025

We appreciate your honest feedback. We understand that while the quality of Smalls is important, budget considerations are a significant factor for many of our customers. We strive to provide the best possible nutrition for cats, and we understand it may not be a fit for every budget. We can also build out a plan that will suit your needs, whether you want to build your cat an all-Smalls meal plan or use us as a supplement to it. We've got you covered, and are happy to help!

Response from SmallsFeb 16, 2025

We appreciate your feedback. We're glad to hear you're happy with the food itself, but we understand your frustration with the delivery issues and communication. Delivery problems are definitely something we take seriously, and we're always working to improve that aspect of our service. We also acknowledge your point about clearer communication and the desire for a phone number. We understand that sometimes a quick phone call is the best way to resolve an issue, and since we are still a small company, we'd be happy to take phone calls by appointment which you can request at any time. Feel free to contact our Cat Concierge team at [email protected] or text us at 503-487-4303! Thank you for sharing your experience – it helps us identify areas where we can do better.