Great
Based on 3,851 reviews
Smalls4.2Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Big Pet Food prioritizes profits over cat health and they pack cat food with preservatives and fillers. Smalls believes cats deserve better and uses natural ingredients and added vitamins and minerals in our food. Our recipes are cooked with minimal processing. After cooking, our recipes are then frozen to maximize freshness and shipped off to happy cats across the country.
Smalls (smalls.com) has 3,851 customer reviews on Folks Told, with an average rating of 4.2 out of 5.
Showing 475 reviews with 1 star · Clear filters
David
nothing went wrong, the order was correct, everything was packaged correctly, and it was arrived on the date specified.
Reply from SmallsJun 15, 2025
That's wonderful to hear! We're so glad you've had such a positive experience with Smalls. It's fantastic to know you see us as a good product and company. Thank you for your feedback.
Bruce C.
Food arrived warm, company then only issued partial refund, claiming only fresh food portion was refundable, company also automatically sets up subscription, but DOES NOT make it clear when you purchase a sample.
Reply from SmallsJun 15, 2025
We are sorry to hear about your experience. You are right that fresh food should never arrive warm. We sincerely apologize for this delivery failure and for any food that may have been spoiled. Unfortunately, we have no control over any delays or what may occur during transit, but we are always happy to make things right. Our Money Back Guarantee specifically covers our fresh recipes. This is why the refund you received was for that portion of your order. Regarding the Licks and Puffs, these items are considered add-ons and are not covered. These are also designed to be shelf-stable and do not require refrigeration until opened. We also understand your concern about the automatic subscription. Our Sampler is designed as the first step in a subscription service to provide convenience for ongoing deliveries. We deeply regret that this process was not transparent enough for you, and we apologize for any confusion or stress this caused. If you require further clarification, feel free to reach out. More on our Money Back Guarantee here: https://help.smalls.com/what-is-your-money-back-guarantee-HJudWeqI6
Faith N.
Good luck canceling a subscription. They will reactivate your account without your permission and immediately charge you for an order just to never even receive a package. I contacted customer support and they told me they wouldn't offer me a refund. I was charged almost $200 and never received anything from them. I had to cancel my credit card and dispute the charge. I will not pay for something I never received.
Reply from SmallsMay 25, 2025
We are so sorry to hear about your experience. It sounds incredibly frustrating and distressing to be charged for a subscription you believed was canceled, and then to never receive the package. That is definitely not how we want our customers to feel. We want to clarify our process: when a Sampler is purchased, it does initiate a subscription that automatically renews. This is communicated during the checkout process and in follow-up emails. However, we absolutely do not reactivate accounts without a customer's permission once a subscription has been canceled. If an account becomes active again, it would be due to a new purchase or an explicit request to reactivate. We are truly sorry for the distress this has caused and for the need to dispute the charge. We are committed to understanding what went wrong and making it right.
Ann Marie P.
Do not order from this company! 1. It’s very expensive. 2. My cats have never been picky eaters but they hate this food and won’t eat it. 3. The company will NOT refund you, you’re automatically enrolled into a subscription (even though you just ordered a tester box) And if you don’t cancel in time, they will NOT stop the shipment, even though it hasn’t shipped yet- They will NOT accept any returns, and they will NOT offer even a partial refund on the money wasted for product you can’t use. The wasted subscription box they are sending me is $145. Their suggestion, “donate it.”
Reply from SmallsMay 18, 2025
We are truly sorry to hear about your very frustrating experience with Smalls and that you feel compelled to warn others. We understand your disappointment, and we want to address your concerns directly. We recognize that Smalls is a premium product, and our pricing reflects the use of human-grade ingredients and our commitment to quality. However, we find our costs to be quite comparable to other brands with similar quality, values, and care for cat health. Our goal is to make our food as accessible as possible without sacrificing health, and we definitely appreciate your feedback. To clarify, your second order is set to ship about two weeks after you purchase your first Sampler box. This is noted on our website, at checkout, and in follow-up emails. You can edit, postpone, or cancel any upcoming order by 8 PM EST the Thursday before it processes. In this case, we did send a Heads Up email, but didn’t hear back in time to stop the order. You can check out our full Return and Refund Policy and Terms of Use if you’d like more details. Due to the nature of fresh, frozen food and our rapid fulfillment process, once an order is confirmed and sent to our warehouse, it moves quickly through the system. The suggestion to "donate it" is offered only as a way to avoid waste when a refund is not possible under our policy, and we acknowledge that it doesn't solve the financial burden. Again, we deeply regret that your experience has been so negative. Please do not hesitate to reach out if you need any further assistance.
Janelle B.
I'd been a happy customer for months, and wrote a very positive review early on. But I'm currently two days away from being out of food completely for my three cats, and can't get anyone at Smalls to write or text me back (the only ways to get in touch). My cats like the food fine, but this isn't worth the headache and risk to my cats' digestive health to have to suddenly transition them to a new food in three days. They say they'll respond "very soon" -- it's been 15 hours since I texted. Nada.
Reply from SmallsMay 18, 2025
We are so incredibly sorry to hear about your current situation and sincerely apologize for the delay in our response. Our team can be a little bit busier than usual, and it may take us up to 24 hours to respond. Please know that our small (but mighty!) team is working through every response as quickly as we can and will be in touch asap.
Hayley
I gave this food a shot since my cat was having trouble keeping any food down. My best friend's cat loves this stuff and has been feeding her cat Smalls for years. She loves it. I tried a sample pack and my cat did like it for a few days. He ended up still having issues keeping food down. After taking him back to the vet, we found out he had liver cancer so we ended up putting him down. I canceled my subscription to Smalls immediately after seeing another order get processed and was told that they would get me a refund that same day April 4th. Nothing had been shipped or prepared yet so I figured that would be okay. I followed up today, 2 weeks later since the refund never came through, and they told me that they wouldn't be refunding me. It is so frustrating to deal with a company that says one thing one day and another the next. On top of that, there is not customer care phone line to call and talk to a live person. The only person emailing me would just send me a link to the return policy, which I understand, but I got told I'd be refunded by them. I will not be recommending this company and I'm very upset that I'm out $180 for a product I never received and have no use for now since my cat has died.
Reply from SmallsApr 27, 2025
We are so deeply sorry to hear about the loss of your beloved cat. It's heartbreaking to go through that, and we can only imagine how difficult this time has been for you. We also sincerely apologize for the conflicting information you received regarding the refund for your order and the frustration you've experienced! I can see an agent from our team has helped support you with this, and I hope everything was squared away. Please know that this is not how we want to treat our customers, especially in these circumstances. Again, we truly regret that you've had this experience, particularly amidst your loss. Please be in touch if you need further assistance.
Sebastiaan de W.
Smalls very consistently ships more food than you need and uses deceptive language to keep you on a subscription. It’s not easy to pause your membership and you’ll end up with a shipment even when you’ve asked to skip one. Reaching out to customer service was pointless - we got a shipment delivered while we were out after I’d opted to skip a shipment and it sat outside for two weeks going bad. Zero help from CS, of course - it was apparently my fault that they shipped regardless of my opting out days before.
Reply from SmallsApr 20, 2025
We sincerely apologize that you've had such a frustrating experience with Smalls. After you purchase the Sampler, our system recommends a plan to feed your cat(s) a 100% Smalls diet. But you're always free to adjust your plan size and shipping frequency anytime through your Account Portal. You can edit, postpone, or cancel any upcoming order by 8 PM EST the Thursday before it processes. If your order has already been sent to our warehouse, we aren’t able to cancel or refund it, and because our food is perishable, we’re unable to accept returns. You can check out our full Return and Refund Policy and Terms of Use if you’d like more details: https://help.smalls.com/en_us/returns-and-refunds-policy-rymZqeka https://www.smalls.com/terms-of-use If you would be willing to discuss your experience further, please do not hesitate to contact us directly.
Rebecca S.
The online pricing is very deceptive. Once you place an order, you cannot cancel it, even 5 minutes later and before you know it, you’ve signed up for monthly deliveries for over $100 a month. Which are tricky to cancel. Not A Fan.
Reply from SmallsApr 20, 2025
We're sorry to hear that you had a negative experience with our pricing and subscription process. To clarify, Smalls is a subscription-based service, and your second order is set to ship about two weeks after you purchase your first Sampler box. This is noted on our website, at checkout, and in follow-up emails. You can edit, postpone, or cancel any upcoming order by 8 PM EST the Thursday before it processes. We aim to make this very transparent during the order process. We have processing times to maintain the freshness of our food, which can sometimes limit our ability to cancel orders immediately. If you'd like to discuss your experience further or if you have any outstanding concerns, please don't hesitate to contact us directly. We're here to help.
