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 K.
Zero out of three cats would even touch it.
Reply from SmallsDec 12, 2024
We truly apologize that none of your cats were interested in the food. It's disheartening when a product doesn't meet the needs of our feline friends. If you need any transition tips, don't hesitate to reach out. We are always here to help!
Michele R.
Don't subscribe to this service. Terrible customer service and subscription policies. My cats wouldn't eat the food. They have little respect for the customer. I'm extremely disappointed with Smalls as a consumer and pet owner. It's definitely not worth the outrageous price.
Reply from SmallsDec 12, 2024
We apologize that your experience with Smalls has been disappointing. It’s frustrating when a product doesn’t meet expectations, especially when it involves our beloved pets. Smalls is a subscription-based service that you agree to upon check out, and we ship your second order about 2 weeks after you purchase your first box and then your recurring orders are sent based on your subscription & plan choices. We communicate this on our website, at check-out, and in follow up email communications - I'm sorry that this was not more clear. If you need any transition tips or if we can support you in any other way don't hesitate to reach out. We are always here to help!
T C.
Customer service is awful. Only text/ email and no response. They sent me 2 orders and I only ordered 1.
Reply from SmallsDec 12, 2024
We sincerely apologize for the negative experience you have had. Due to any current influx of our requests, our team can be a bit busier than usual, and it may take us up to 24-48 hours to respond. Please know that our small (but mighty!) team works hard through every response as quickly as we can and will be in touch very soon. Additionally, 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. I am so sorry if that was not more clear! If you need any transition tips or if we can support you in any other way don't hesitate to reach out. We are always here to help.
Liv S.
They literally kept charging me every couple days taking out almost $600 from my account within a two week period. When I contacted them inquiring about a refund as I hadn’t gotten the food, they said they couldn’t help me and made me feel like shit. WOULD NOT RECCOMEND. Had to shut my card down because of them.
Reply from SmallsDec 12, 2024
We sincerely apologize for any stress and inconvenience caused. This is never our intention here at Smalls to make any one of our customers feel this way. To clarify, 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 then your recurring orders charge as scheduled based on your plan size and chosen frequency. 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. I am so sorry if that was not more clear. Additionally, we do send out Heads Up emails on the Monday or Tuesday before an order is set to charge. If we can support you in any other way don't hesitate to reach out. We are always here to help!
Linda G.
Been a customer for couple of years paying 176.00 per month for one cat but it helped his digestive issues dramatically. However, something in their service has changed for the worst. In my last order half of my order, 23 packs, were something I did not order and my cat does only rarely eats. This change will disrupt my cats system. I have been trying for five days for resolution and getting the run around. Such a shame. I have heretofore given them raving reviews. What is wrong @smalls.
Reply from SmallsDec 12, 2024
We apologize for the inconvenience and frustration caused by the incorrect order. We understand how important it is to maintain your cat's dietary routine, and we regret that this disruption has occurred. Unfortunately, at the time we were informed that due to an unexpected inventory shortage, we weren’t able to include the specific recipes you were anticipating. I’m so sorry for any disappointment this has caused you and your kitty 😿 To prevent your order from being delayed due to this shortage, our warehouse needed to make temporary substitutions and we are always happy to offer a refund if the swap does not work! Since then, those recipes have been replenished. Please know, we're working hard with our Operations team to ensure we avoid issues like this in the future. Don't hesitate to let our team know if there’s anything else we can help with.
Miso
My 4 cats developed crystals after switching over to SMALLS. I took my 4 cats to their annual check up and their urine analysis and ultrasound all showed the same results - CRYSTALS in their urine. My cats were fine prior to switching over to SMALLS.
Pegah T.
My cat doesn't like it. She would resist eating it even when I completely stopped feeding her dry food she would starve and not eat it. I paid too much money just to see the food dry out in the bowl and I have to throw the dried leftover away after my cat never got even close to the bowl.
Reply from SmallsNov 12, 2024
I'm so sorry to hear that your cat hasn’t taken to Smalls. We know it can be especially disappointing to try a new food that doesn't work out, and it's understandable that you feel frustrated seeing it go to waste. If you're open to it, we'd love to help with a few tips that sometimes encourage picky eaters to try Smalls, such as warming the food slightly or mixing in a small amount of her usual food for a gradual transition. Please reach out to our team to discuss your options, including potential adjustments to your account. Thank you for giving Smalls a try; we’re here to support you however we can.
Grace B.
I was a loyal customer of Smalls for over 2 years. Last Fall, they changed their recipes with no communication to customers (they say they sent an email, I've found zero proof of this and they've declined to resend). They added FISH to several recipes that were previously fish-free - chicken, beef and turkey. My cat cannot have fish and has had GI upset issues for months, I've finally figured out this was the cause. They also decreased the protein content, using dark/fatty meats to save costs. Their Instagram ads will tell you this is "80%" protein - if you request their nutrient profile, all of their recipes are 36-43% calories from protein, 52-59% protein on a dry matter basis, 15-18% protein as fed - ie, there is literally no scientific, actual basis for these ads. I have almost 2 months supply of this food in the freezer and had another box ship while waiting days on a reply from Smalls about the recipe change. They've declined my request to refund my most recent box, none of which I can feed my cat. Smalls doesn't care about your cat, they care about their bottom line.
Reply from SmallsNov 12, 2024
I'm really sorry to hear about the experience you’ve had. It must be incredibly frustrating to have your cat’s health affected by an unexpected change in the food. Our new recipes first began to ship out to customers starting in fall of 2023. We sent out an introductory email to all of our customers with information about the new recipes and details about the changes and we apologize if that was missed. It’s important that your cat gets the right food for their specific needs, and it sounds like this situation has caused a lot of confusion and stress. Your cat’s health should always be the priority, and I hope we can address your concerns more effectively!
