SmallsReviews of smalls.com

Reply from SmallsJan 26, 2025

Hi Virginia, we're so sorry to hear that your cat had a negative experience with our food. That’s absolutely not what we want for any of our customers. We’re a small team, and while our ability to offer phone support is limited, we do offer calls by appointment. We hope your kitty is feeling better, but if they needed a vet visit due to their illness, please reach out to us via email so we can assist you further and make sure we address this properly.

Reply from SmallsFeb 16, 2025

We're truly sorry to hear your cat didn't enjoy the food and that you had such a frustrating experience. We understand your disappointment! We strive to be transparent about our subscription process and communicate this on our website, at check-out, and in follow up email communications - I'm sorry that this was not more clear. We appreciate your feedback.

Reply from SmallsFeb 16, 2025

We sincerely apologize for the repeated delivery issues you experienced with Smalls. We understand your frustration with late, defrosted, or missing orders, and we appreciate you bringing this to our attention. While we partner with FedEx for deliveries, we absolutely take responsibility for ensuring your food arrives in a timely and frozen condition. It's unacceptable that your orders haven't met these standards, and we're actively working to improve our delivery process and communication to prevent these problems in the future! We're sorry we fell short of your expectations and appreciate you sharing your experience. We value your feedback and are committed to making the necessary improvements to earn back your trust.

Reply from SmallsDec 23, 2024

I'm so sorry for the frustrating experience you've had. It’s clear we fell far short of your expectations, and we truly regret the inconvenience this caused you. We understand how disappointing this experience has been. If there is any way we can make amends or rebuild your trust, please let us know. While we cannot undo what has already happened, we’re taking steps to ensure this doesn’t occur again in the future. Unfortunately, we unexpectedly ran out of stock of our Childless Cat Lady t-shirts. This is the reason why our warehouse chose to substitute another shirt in place of this one. We don't know yet when we will be able to replenish our inventory for this item. However, we thank you for bringing this to our attention. We value your feedback and sincerely apologize for the way your order was handled.

Reply from SmallsFeb 16, 2025

We're sorry you had a negative experience with Smalls. Our initial order includes enrollment in a recurring subscription, which is noted at checkout and in follow-up communications. While we aim for flexibility through your online account portal, where you can reschedule or change your plan, our fresh food shipments require a minimum order size (14 packets) due to expedited shipping with dry ice to maintain freshness. You can, however, easily postpone or skip deliveries through your account. We check-in before every box goes out to make sure your cat still loves it. Additionally, cats' appetites can be fickle, influenced by weather, mood, or simply a desire for variety. Try adding tuna water, low-sodium broth, bonito flakes, or a favorite treat to entice them back to Smalls! Again, we apologize for any disappointment but we appreciate you giving Smalls a try.

Reply from SmallsDec 15, 2024

I'm really sorry to hear about your recent experience with your Smalls order and the difficulty you encountered with our team. That is never our intention! In the event any order is processed, cancellation must be requested manually with our team. Unfortunately, cancelling your subscription does not retroactively cancel any orders that have already processed. I'm sorry for any inconvenience! If you need any transition tips for the food or if you have any other questions please let us know.

Reply from SmallsDec 12, 2024

We're truly sorry to hear that your experience with Smalls wasn't positive. It's disappointing when our food doesn't meet a cat's preferences, and we appreciate you giving it a try. As our policy states, when you purchase an initial order through Smalls, you are also signing up for a recurring subscription that starts two weeks after the purchase of your first order. As a visibility measure, we ensure this is noted on the check out screen before purchase, as well as in follow up communications regarding your transition process. Additionally, we do send out Heads Up emails on the Monday or Tuesday before an order is set to charge. Again, we apologize for any disappointment. If you need any transition tips, don't hesitate to reach out. We are always here to help!

Reply from SmallsDec 12, 2024

We understand your disappointment. It's frustrating when a product doesn't meet expectations, particularly when it involves our furry friends. We apologize if the sample offer was unclear, when you purchase an initial order through Smalls, you are also signing up for a recurring subscription that starts two weeks after the purchase of your first order. As a visibility measure, we ensure this is noted on the check out screen before purchase, as well as in follow up communications regarding your transition process. While we're disheartened that the food wasn't to your cats' liking, we value your feedback. If you need any transition tips, don't hesitate to reach out. We are always here to help!