SmallsReviews of smalls.com

Reply from SmallsApr 13, 2025

Thank you for sharing your feedback. We regret that your cats did not like Smalls and that you were dissatisfied with our service. To clarify, Smalls is a subscription-based service, and your second order is set to ship about two weeks after you purchase your first 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 is processed. In this case, we did send a Heads Up email but didn’t hear back in time to stop the order. 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 We understand this can be frustrating, and apologize for any inconvenience. Please let us know if you have any further questions, or need any other assistance.

Reply from SmallsApr 13, 2025

I understand your frustration and we apologize for any oversight or miscommunication! Our Cat Concierge team is always happy to help make adjustments to your subscription and I can see an agent from our team has taken care of your request. We also strive to offer as much flexibility as possible through the Account portal, including the ability to change items, quantities, recipes, plan size, ship dates, and more. Just log in at www.smalls.com/account. From there, you can view how your current subscription is set up and make changes as needed to meet your needs. As always, do not hesitate to reach out for further assistance or if you have any questions, just let us know!

Reply from SmallsApr 13, 2025

We're truly sorry to hear that your cat didn't take to Smalls, and we understand your frustration with the subscription and order processing. It's disappointing to invest in a new food only to have your cat refuse it. We strive to be transparent about our subscription model. When you place a Sampler order, it initiates a recurring subscription that begins after 2 weeks. This is noted on our website, at checkout, and in follow-up emails. I am sorry this was not more clear. You can edit, postpone, or cancel any upcoming order by 8 PM EST the Thursday before it is processed. 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: https://help.smalls.com/en_us/returns-and-refunds-policy-rymZqeka https://www.smalls.com/terms-of-use Apologies for the inconvenience. As always, we appreciate all customer feedback and will be sure this is passed along.

Reply from SmallsApr 6, 2025

We understand that not every cat will love every food, and we're sorry Smalls wasn't a hit. If you'd like any tips on transitioning picky eaters or have questions about our recipes, please let us know. Thanks for your feedback!

Reply from SmallsApr 6, 2025

Thank you for your honest feedback, and for being a loyal Smalls customer over the past two years. We're really sorry that your recent experience didn’t reflect the level of care and support you expected, or that we aim to provide. After reviewing your conversation with our team, we can see why you felt frustrated. We have a shipping minimum in place to help make sure food arrives safely, but we also get how that can feel frustrating when a straightforward fix is all you’re looking for. While a refund was the only option we could offer at the time, we understand that the whole interaction felt more like a transaction than the thoughtful support you should’ve received. That’s on us. We’re really sorry to see you go, and if you ever change your mind, we’d love the chance to welcome you and Jake back.

Reply from SmallsApr 7, 2025

Thanks for taking the time to share your feedback. We understand how stressful it can be when you’re trying to find a food that works for a cat with allergies. To clarify, our Other Bird recipe is made with turkey as the only protein. It does not contain chicken. We’re transparent about all of our ingredients, and we know how important that is when managing food allergies. When you reached out, our team did offer guidance on transitioning your cats to the food, including some tips and ideas that can help ease them into something new. One of the products we offer for this very reason is our broth, which acts as an enticer while also adding extra moisture. Our team issued a refund to your original form of payment on 3/31, and our system shows the funds were made available on 4/1. We've provided you with the Acquirer Reference Number in our response to your BBB complaint, and we would recommend reaching out to your bank directly with that number to help trace the funds. Lastly, we do want to gently clarify that we have had two voluntary recalls. The first was a voluntary recall in March 2019, which included certain packages of "Diamond Dust" chicken liver powder. After performing the routine testing of the product received from our supplier, we found inconsistencies in protein content. We have since discontinued this product, and no longer work with this supplier for any item currently in the Smalls lineup. Our second recall was a voluntary recall that took place in June 2021, which impacted a specific set of recipes made at one of our prior kitchens. Based on customer reports, we discovered refrigeration issues in the kitchen that produced these batches. Compounded by the fact that there are no preservatives in Smalls fresh recipes, the product spoiled after passing our routine batch testing, but before being shipped out to customers. This resulted in some batches arriving to customers with a spoiled smell and a green tint. We have since ceased manufacturing recipes with this kitchen. We want to reassure you that, to the best of our knowledge, no serious illnesses or fatalities were reported.

Reply from SmallsApr 6, 2025

We’re really sorry to hear your experience with Smalls left you feeling scammed. This isn’t what we want for anyone, and we appreciate you taking the time to share how it felt on your end. When you purchase a sampler, it does start a subscription, with a full order scheduled to go out two weeks later unless it’s canceled beforehand. We do our best to make that timing clear during checkout and through several reminder emails. That said, we totally understand how it can feel like a surprise if you thought you’d already canceled or expected more time. If a charge went through after you canceled, that definitely shouldn’t have happened and we'd love to look into it. Please reach out to us at [email protected] or text us at 503-487-4303.

Reply from SmallsApr 6, 2025

We’re really sorry to hear this left such a bad impression. That’s definitely not the experience we want anyone to have with Smalls. To clarify, when someone purchases a sampler, it does start a subscription that defaults to a full box two weeks later. We include that info during checkout and send a few reminder emails before the next order processes, but we totally get that not everyone checks their inbox regularly, and it can feel like it came out of nowhere. We know it’s disappointing that we couldn’t cancel or refund the order once it had already started processing. While we do our best to be flexible, there are certain stages in the shipping process where we're no longer able to make changes. We truly appreciate you taking the time to share this feedback. We’re always working on clearer communication and a more supportive experience, and this helps us do better.