SmallsReviews of smalls.com

Reply from SmallsDec 31, 2025

Thank you for sharing this feedback — we’re sorry to hear about this experience. We understand how frustrating it can be to receive food your cat won’t eat. While our Sampler is designed to introduce a variety of recipes, we know that not every cat enjoys bird-based proteins, and we regret that this wasn’t a better fit for your kitty. We do appreciate you donating the unused food to a local rescue — that generosity means a lot. That said, your feedback about flavor balance and customization is important, and we’ll be sure it’s shared with our team as we continue improving how preferences are reflected. We’re always here to help!

Reply from SmallsDec 31, 2025

I sincerely apologize for the frustration and stress you experienced, Lili. That is never the impression we want to leave, and I appreciate you taking the time to share this feedback. To provide some clarity around our policies, while also acknowledging where things clearly did not feel supportive, Smalls is a subscription-based service, and after an initial order, future boxes are scheduled automatically. Orders move into fulfillment quickly because our food is fresh and perishable. For that reason, any changes—such as cancellations, skips, or recipe swaps—must be made by 8 PM EST on the Thursday before a Friday processing date via your Account Portal. Once an order has entered fulfillment, we’re unable to stop or reroute it, even if the subscription itself is later canceled. While our systems are designed to prevent this, we recognize that the experience you described felt anything but seamless, and for that, we are truly sorry. While we do use automated tools to help manage high volume, our team is made up of real people who want to help! Your feedback is valid and has been shared. We are actively working on improving transparency around order cutoffs, fulfillment timing, and clearer confirmations so customers don’t feel caught off guard. Thank you again for your honesty. While I regret that we missed the mark here, your feedback helps us improve, and I wish you and your cats the very best moving forward.

Reply from SmallsDec 31, 2025

Thank you for sharing this review. I completely understand wanting to ensure your account is fully closed. I have personally checked our system and can confirm that your subscription was successfully canceled back in July. You will not receive any further shipments or be charged for any future orders. We appreciate you giving Smalls a try for your cat, and we thank you for taking the time to provide this feedback so we can ensure our records are accurate.

Reply from SmallsDec 31, 2025

Thanks for giving Smalls a shot! It is always disappointing when you’re excited to level up your cat's nutrition, and they decide to give it a "paws down." Since cats are such creatures of habit, their transition to fresh food can sometimes be a bit of a hurdle. It can take cats 2-4 weeks to adjust to something new and unfamiliar! If you're open to experimenting, we'd love to leave you with some extra tips. Feel free to reach out to our team if further assistance is required 😸