Small Pet SelectReviews of smallpetselect.com

Response from Small Pet Select· Oct 5, 2026

Hi EO, We truly appreciate that you’ve been choosing Small Pet Select since 2019, and we’re sorry to hear you feel the quality of our hay has declined. Brown, dusty hay isn’t what we want you or your pet to receive. We weren’t contacted about the hay from this order before your review, so we haven’t had an opportunity to see what you received or help with your concerns. Please reach out to our Customer Service team at [email protected] with your order information and a few photos of the hay so we can take a closer look and address your concern. We appreciate your longtime support, and hope to hear from you. Small Pet Select

Response from Small Pet Select· Sep 8, 2026

Hi Jaime, Thank you for being a longtime Small Pet Select customer. We were concerned to read how much your experience has changed, especially knowing you’ve continued purchasing our products both directly from us and through Chewy. We reviewed your account carefully after reading your review. The last product concern we can find reported directly to our team was in April. We don’t see reports of the other boxes described in your review, nor do we see a recent replacement shipment from Small Pet Select. Because some of your purchases have been through Chewy, we may not have visibility into any concerns or resolutions handled directly through them. Hay is a natural crop, so some variation between harvests is expected. However, concerns such as a significantly underweight box, foreign material, or a box that appears to have been wet or damaged are different matters, and we would want the opportunity to investigate them. We also never want a customer to feel hesitant about contacting us because they’ve reached out before. When there are repeated concerns, we may ask for photos, packaging information, weights, or other details so we can properly document what happened and share that information with our quality and warehouse teams. Jaime, please contact us with the order information for the recent boxes described in your review. We’d be happy to review what we can verify and help from there. We appreciate the many times you’ve chosen Small Pet Select and hope you’ll give us the opportunity to look into these concerns with you. Small Pet Select

Response from Small Pet Select· Jul 30, 2026

Hi Kristine, Thank you for taking the time to share your feedback. We're sorry your Small Pet Select Timothy Hay order was delayed. After reviewing your order, we found that it was caught in a shipping platform printing glitch that left the label in a "created" status and delayed the shipment longer than expected. While the issue has since been resolved, we understand how disappointing that delay was for you and your guinea pig. We're also sorry to hear that the Timothy Hay wasn't the quality you expected. That's a separate concern, and we'd like the opportunity to take a closer look. Please send us a few photos of the hay at [email protected], and we'll be happy to review it with our hay quality team. We appreciate your loyalty and want to earn back your confidence. Small Pet Select

Response from Small Pet Select· Jul 27, 2026

Hi Heather, Thank you for updating your review. You're absolutely right that you received a follow-up email intended for another customer. We regret this communication error and corrected it as soon as we became aware of it. As we shared previously, we investigated your order and confirmed that a technical printing issue delayed a batch of shipments before they reached UPS. While that issue was isolated, we know it impacted your experience, and we appreciate you taking the time to share your feedback. At Small Pet Select, we're committed to providing quality hay, reliable shipping, and responsive customer support for rabbit and small pet families. We appreciate your feedback as we continue improving our processes, and we wish you and your furry family all the best. Small Pet Select

Response from Small Pet Select· Jul 27, 2026

Hi Isobel, Thank you for taking the time to share your experience. We understand how concerning it can be to find something unexpected in a box of Premium Orchard Hay. Because hay is a natural agricultural product grown in open fields, the occasional dried insect or plant material can make its way into a bale despite multiple quality inspections. We never use pesticides or fumigation, helping preserve the natural quality of our rabbit hay and other small pet hay products. When you contacted our Customer Support team, we reviewed your concern, answered your questions, and sent a replacement box so you could feel confident feeding your rabbits. We truly appreciate you bringing this to our attention. Customer feedback helps us continue improving the quality of our Premium Orchard Hay and the service we provide to rabbit and small pet families. Thank you for giving us the opportunity to help. Small Pet Select

Response from Small Pet Select· Jul 17, 2026

Hi Jeanette, Thank you for giving our hay another try for Mr. Bugs. Every bunny has their own favorite texture and taste, and it sounds like he's made it very clear that First Cut isn't his top pick! 🐰 Looking at your order history, we noticed that this was your first time trying our 1st Cut Timothy Hay after previously ordering 2nd and 3rd Cut. We love that you were willing to see if Mr. Bugs might enjoy a little variety, even if he had other plans. Since every rabbit has their own preferences, it can sometimes take a little trial and error to find their perfect match. If you ever have questions or would like help choosing the best cut for your bunny, we're always happy to help. We didn't hear from you after this order, but we'd have been glad to offer guidance. We appreciate you taking the time to share your experience, and we hope Mr. Bugs continues to enjoy his favorite 2nd and 3rd Cut hay. Wishing you both all the furry best! Small Pet Select

Response from Small Pet Select· Jul 9, 2026

Hi Angie, Thank you for sharing your experience. We're sorry to hear that this order of our Ultra-Soft Timothy Hay didn't meet the standard we hold it to. This line is hand-selected specifically for a softer, finer texture, so we'd really like to look into this further. We don't see a record of you having reached out to our Customer Success team. If you could email us at [email protected] with a photo of the hay from your order, we can compare it against our current inventory and address your concern. We hand-select and check every order of this hay for texture before it ships, and feedback like this helps us keep that bar high. We'd love the chance to look into this with you. Small Pet Select