SmallsReviews of smalls.com

Horrible customer service. Cancelled my subscription.

I wanted healthier options of food for our 4 cats after the passing of our beloved feline from chronic kidney disease. I feel the dry food has caused this disease. One of the 4 cats is 16 and is facing the same fate as her predecessor. It’s been a few months now and she may as well be 6 vs 16 years old. Everything has change for the better. She is gaining weight, pooping normal and her fur has returned to its shiny coat. She’s picking on the 3 younger cats again! We have three younger ones, ages 5, 4 & 3. The older of this group has always had stomach problems and been on the lighter side. Lots of gas and pooping issues. He is now gaining weight, no more gas or bowel issues. He yells for this food, all of them literally yell for the food. They have all become food monsters at this point. The younger two were a bit chunky prior, but now they’re thinning down and much more active. Everyone has some kind of unfounded energy that was missing before. Our cats definitely loved this change. They have their favorites and I am able to easily switch the flavors up on every order to cater to their tastes. I have had zero issues changing my order dates or the items in the box. They have all arrived frozen with no problems. I may need a second job to keep up with costs since we have so many cats lol, but I can’t imagine trying to take this away from them. The health benefits I have seen over the last few months in all of them make me wish we always had options like this. My beloved cat may have lived longer with this healthier options and I’m hoping this younger group doesn’t face the same chronic diseases that their predecessors did caused from the pet food industry.

I would not recommend smalls if you live in an area where specific delivery instructions need to be followed (in my instance, I can buzz people in through the intercom if they select my apartment number. There are secure lockers inside the apartment complex, and cameras in the hallway so packages can be left anywhere inside the building. However, the delivery services smalls partners with have consistently left my packages outside of the complex where there is full public access - and I don’t have issues with any other carrier). I have made two orders with the company. After the first order, I requested that a delivery note may be added due to the fact that my package was left outside the apartment complex and was missing by the time I returned home. Thankfully, they sent a replacement at no extra cost and updated my address to reflect the request. I received a photo of the delivery for my second order and the package was left in the exact same spot it was stolen last time. Smalls works with third party delivery services so they’re unable to leave specific delivery instructions to be followed. This time, I refused the replacement as it’s a recurring theme and I am down $200 due to a faulty system process. Again, not recommended.

Having a great product for my cat. She loves the wet food. But she hasn’t gained any weight. Great communication with my delivery. Wonderful packaging of products.

I’ve been a loyal Smalls customer because my cat, Sake, thrives on their food and refuses most other brands. Two weeks ago on a Sunday, I contacted Smalls about a delayed shipment. When it finally arrived a couple of days late, the food was room temperature and unsafe to feed, so I had to throw it away. After finally getting in contact with them 3 days after trying to reach them they promised a replacement that would arrive that same week. When I checked the tracking I noticed it was scheduled for two weeks later. I contacted them immediately and still to this day no response. Since then, my cat has eaten far less than usual. Cats who don’t eat properly are at risk of serious health issues so this delay is not just inconvenient , it’s dangerous. I’ve explained this to Smalls multiple times, but they go days without responding to my emails, and when they do, it’s with generic replies and no urgency to fix the problem. At the time of writing this, it’s been two full weeks and the issue is still not resolved. I’ve been left scrambling to find emergency food she will eat, and I’ve completely lost trust that Smalls can deliver their product reliably or communicate in a timely, responsible way. I expected better from a premium pet food company. If you rely on Smalls for your cat’s health, be aware that their shipping and customer service can fail you when you need them most. I do believe in this brand. I think they have high quality food that my cat really enjoys, but it's really a shame this customer service is not helpful.

The smalls Customer Service team is more than just a company. They showed me a lot of love and respect in the passing of my family Cat. I didn’t expect them to care so much as to send me a personalized email with condolences and sympathy for the loss of my beloved Cat. They took great interest and concern to express their heartfelt condolences to me and my family. I truly appreciate that act of kindness, it did my heart good to receive their letter of condolences. A company like this that treats you more like a person rather than a customer or a number on their order form. I truly respect that and will continue to refer friends and family with pets to Smalls for their personal interaction with me. Thank you once again to the Smalls team.

Our Savannah, MJ, was struggling with coat issues and constant itching while on a kibble diet with some freeze-dried morsels mixed in. After seeing an ad for Smalls, we decided to give it a try. MJ went crazy for their Bird recipe! For a cat who always snubbed treats, she can’t get enough of Smalls’ treats. Since switching, her fur has grown back in areas she was over-licking, she’s shed some extra pounds (she was quite the chonky girl!), and her energy levels are through the roof.

Such great food for our cats! Less stinky poo, and they love most every flavor.