Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
3,851 reviews
SmallsSelect a line to read only those reviews.
Honesty, 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 The Fair Hearing, with an average rating of 4.2 out of 5.
Showing 178 reviews with 3 stars · Clear filters
The cats hated the food. I’m sure it’s healthier than the typical canned stuff but if they don’t eat it either hot or cold, or served with or without their regular food, what difference does it make? It’s also messy to deal with. But when I let their customer service team know my cats weren’t having it, they responded immediately and refunded my money. Five stars for customer service. Two stars for the food itself.
By BRANDI T.
It seems like the quality of your products are good but my cat just sort of likes them but doesn’t love them. I keep trying different ways. Now the packaging: the packaging is terrible! Plastics are terrible for everyone & I’ve never been able to open one with the peel back tab. Not even close! Neither can my husband so what’s up with saying you can pull it apart?!! I use scissors & do my best to scrape all the food out. Yuck!!
By Michelle
When I started my trial I received a variety of food. I tried giving Kiki the food made from cow and she didn’t like it. My second order was already being sent before I knew she didn’t like it. I reached out to customer service and they basically told me there was nothing they could do and suggested I donate the food she refused to eat. When I said I was worried she would run out of food they offered to send me some kibble for an additional charge. I stated I was disappointed with my experience I was told it would be forwarded to management but I never heard anything. My thought is that since she was still in trial phase I would not have known she didn’t like the food and the company did not stand behind that. That being said she does like the other foods offered and I certainly learned my lesson and made sure she will not get anything she doesn’t like from now on. She is going to run out of food before her next shipment but not much I can do about that.
By Michelle M.
Response from Smalls· Jul 5, 2022
Hey Michelle, thank you for taking the time to provide us with your feedback! I am so sorry for any confusion or stress here. When you purchase a trial order through Smalls, you are also signing up for a recurring subscription that starts two weeks after your trial purchase. 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, including Heads Up emails sent out before your first full box ships. Smalls is perishable, and unfortunately, we are unable to accept returns or exchanges. 😿 We want to make this right, so we'll make sure to add a credit to your next order for those packets Kiki didn't enjoy. The best way to ensure Kiki never runs out of her Smalls is by logging into your Smalls account at www.smalls.com/login and navigating to the “Your Plan” page of the member portal. Here, you can update your subscription, and our system will offer a recommendation of the shipping frequency to go along with that choice based on Kiki’s daily caloric needs! 😻
If this was just about the cat food, I would give Smalls 5 stars. But I am not thrilled with the delivery of the food. I never know the actual date of when the food is going to be delivered. And it's always dropped in front of my gate on a street that much theft; often the doorbell is not even rung. I would love to be notified a day in advance of the actual delivery date (not a window of days), then updates on the day of delivery of the estimated delivery time. Many services do this now.
By Chris
Response from Smalls· Jul 5, 2022
Hey Chris! First and foremost, we're so sorry for any inconvenience our delivery service has caused by not delivering your package to your door. We appreciate you taking the time to provide us with this feedback! As a small and growing company, we value all input and I'll be sure to pass yours along to our Operations team. That said, managing your orders and shipdates is as easy as logging into your account at www.smalls.com/login If you need any help, our Cat Concierge team would be happy to assist. Just reach out to us via email at [email protected], or text us at 503-487-4303
I love that there’s a better and cleaner alternative for my cats’ food but I truly hate the packaging of the food. It’s so hard and messy to get the food out of the package, and the way the calorie lines are on the package, I never feel I’m giving my cats the proper amount of food. My previous order had some Ground Cow in a “sausage”-shaped package and that was actually way better. The advantage of Smalls is there’s not that many companies providing this kind of food for cats.
By Lu M.
Response from Smalls· May 29, 2022
Thank you so much for providing us with this feedback! As a small and growing company, we value all input! We're actually in the process of testing out some new packaging, and we're very excited about it. 😻
The food is good, and the cats like it. Losing stars on packaging still.
By Zac L.
Response from Smalls· May 29, 2022
Thank you so much for providing us with this feedback! As a small and growing company, we value all input! We're actually in the process of testing out some new packaging, and we're very excited about it. 😻
It’s good but my cat doesn’t like the beef one
By Bekka E.
Response from Smalls· May 17, 2022
Thank you so much for providing us with this feedback! It's totally normal for some kitties to have favorites, and UNfavorites, but we're happy to hear everything else is working out. 💛
I loved the experience, however the food was not my cats' taste. It took too long for them to get acclimated and I've decided to not continue with the subscription. I really do appreciate the attention the team gave in the beginning, it truly does make a difference.
By Wendy M.
Response from Smalls· Apr 26, 2022
Thank you so much for providing us with your feedback! As a small and growing company, we value all input. We would love to have you back if your kitties have a change of heart. 💛
