SmallsReviews of smalls.com

Overall the experience was great. I have a kitty with weird circumstances. She is severely special needs and incredibly picky. She did not care for the food, but as I said, she is a very special case when it comes to most things. The food was great quality and the customer service was great. They refunded my money I spent on the sample box since she wouldn’t eat it. For anyone on the fence about trying this, go for it! It’s seriously great quality food. It comes in a tube or packet for the frozen food and you just portion it out for your cat based on what they need. There’s a guide to walk you through how to introduce it and how much to feed them with this food.

I like the quality and variety they offer and my cat liked the food just fine. I would have been a long-time customer were it not for their handling of a customer service issue that arose. Last week I received the email that a shipment was pending, to remind me to make any changes. I edited my order and decided to add something new while I was on the site. When I received something different from what was ordered, I thought it was an honest mistake and figured they would simply reimburse me for the product they'd sent in error. Instead, they informed me that the new product I'd added was low on stock, that their staff was directed to substitute, and that this was referenced in a footnote to the email which they apologized for my failure to see. I've worked in online retail and produced the emails that go out to customers, as well as the website and shopping cart experience. There's no excuse for the fact that they were so subtle about this substitution. There should have been an alert at the top of their website, and certainly on the product page, itself. It should have alerted me when I tried to add the product to my cart. And there should have been a dedicated email seeking my approval for the substitution or, at the very least, a prominent announcement in the head of another email. To make matters worse, they substituted with an item of lesser value and didn't bother to adjust for the difference or acknowledge the fact until I mentioned it. When I raised these points to them they only buckled down, again apologizing to me for my error in a backhanded manner. It left such a bad taste in my mouth, I couldn't continue to give them my business.

I had trouble getting my kitten to eat Smalls food, there were some things that I needed answered. When I contacted support, not only were they willing to help, instead they aimed to go above and beyond. This was not only help, but to be kind ! They were very friendly, suggestive, accurate, fast to answer, and just overall awesome ! They did whatever they could to make sure I was helped, and happy during the process ! I could not have asked for better customer service at all, thank you so much to everyone who helped !!! 20 out of 10 !! :)

My cats haven't even tasted the food yet, but my own experience with this company has been horrendous, and no matter how much they like the food I will not do business with this company. The web site has no working links except the ones that lead to a purchase, so there is no way to get information, including the contents of the food. It is impossible to speak with a human being--you must communicate only by email or text. I ordered only the sampler, and they signed me up for a subscription which I can't cancel because I can't get into my account-as before, the only link that works is the one that leads to a purchase. Save yourself a lot of money and stress and don't order from this company.

Good product. Iffy website. My cat's only like 2 flavors. So I got the initial sample box and tried them all out. My cats only like "ground bird" and to a lesser extent "other ground bird". They do LOVE the freeze dried snacks though. Unfortunately the timing of when things ship / will be delivered seems to be a bit vague. I got 1 email telling me my next ordered would ship "soon" and to make changes now if i wanted to and then no follow up. When I attempted to make changes a couple days later it was too late but I had received no shipping notice. The website also isn't great about editing the box either. Thankfully the text/sms customer service is very helpful if a bit slow. They managed to get my ordered sorted out now so going forward i think it will be great but this initial experience has been a very mixed bag. I think most people will be happy with it once they are "on boarded" but the experience could be a whole lot smoother / cleared.

There is no way to cancel the product, my cat did not enjoy the food, when making the sample plan the website did not indicate I was selecting things to remove instead of the things I wanted. Website takes too long to send password reset emails, and it really poor quality site, squarespace makes better sites than this. Cat even got sick and is now puking everywhere. Had to make an emergency vet appointment. Do take good care of your cat, this is not the way

Customer service was wonderful!

The product is great but all these testimonials about great team and excellent customer service are false. I can find NO PLACE to modify or cancel pending shipments. There is no way to get in touch with these people. Their phone number gives a recording that says "text us" using the same number. I did and got an immediate response: "Sorry, this service is not available." Therefore, when they attempt to draft payment from the next shipment they force on me they will get the same message from my bank. Too bad, I really like the product but on my terms, please.