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 475 reviews with 1 star · Clear filters
My cat got sick and spent the day at the vet. I did get a refund.
By Dayna P.
Response from Smalls· Dec 16, 2025
We’re very sorry to hear that your kitty got sick, and we completely understand how upsetting that must have been. We’re glad you received a refund, but we truly wish your experience had been better! Your feedback is important to us, and we hope Punky is feeling better.
Cancelled my membership but they sent the next order and billed me for it anyway.
By Glenn K.
Response from Smalls· Dec 24, 2025
I am so sorry for the frustration this unexpected order has caused. I understand how upsetting this can be, and I would like to clarify how our service works to help prevent any further confusion. Smalls is a subscription-based service. The initial Sampler pack is designed as a trial to see which recipes your cat prefers, and the first full subscription order is automatically scheduled to ship approximately two weeks after that first purchase. We aim to be transparent about this by noting the subscription model on our website, during the checkout process, and in our welcome emails. To give our customers full control, we send a "Heads Up" email several days before a subscription order processes. This allows you to edit items, postpone the date, or cancel the subscription entirely. All changes must be made by 8:00 PM EST on the Thursday before the order processes. If we do not receive a request to cancel before that deadline, the order will be automatically sent to our warehouse for fulfillment. If there is anything else we can do to assist you or if you have further questions, please reach out to our team—we are here to help.
Beware! this company has charged me over $100 on a second order that was not authorized after purchasing a one time sampler pack. I did not sign up for a subscription and you cannot contact the business by phone. they do not respond to emails or text messages. I have read about this happening to others.
By Alisha D.
Response from Smalls· Dec 24, 2025
We are so sorry to hear about this experience and the frustration this has caused you. This is certainly not the impression we want to leave, and we would love the opportunity to clear this up and help you get this resolved. To clarify how our process works, Smalls is a subscription-based service. The "Sampler" is designed as the first step of that subscription to let your cat try the food before a full box ships. We aim to communicate this during the checkout process and in our follow-up emails, but I understand how this can be a shock if that messaging was missed. While we do not currently offer inbound phone support, we take our communication seriously. I want to make sure your messages haven't slipped through the cracks. We truly want to make this right for you. Please reach out to our team again if you have not already!
I was tricked into a subscription based system. I ordered the sample pack and within two weeks, they sent another order that I did not make - and they will not refund. I will no longer do business with them and recommend to others the same. In response to the reply below: Buy why would you send a $125 order in two weeks after sending a sampler? Isn't the purpose of the sampler to find what your cat likes. Also, I never received any follow-up email messages. That is not true. Shame on you.
By Joseph A.
Response from Smalls· Dec 17, 2025
We’re so sorry for the confusion or stress here. Smalls is a subscription-based service, and when a Sampler is purchased, the system automatically schedules the next order about two weeks later. This is noted on the checkout page and in follow-up emails, and you always have the option to edit, postpone, or cancel any upcoming order by 8 PM EST on the Thursday before it processes. We understand this can be surprising if you weren’t expecting it, and our team is always happy to help with cancellations or adjustments.
When my previous company started having delivery issues, I ordered a sampler set from this company. My cats refused to eat any of their food. Then I received notice that the next set would be processed soon. I hadn't realized it was a subscription, but deleted the subscription. A few days later, I was informed that the order had been processed. Despite going back and forth with customer support, all I got was an apology for frustration. It appears that this type of thing happens frequently, and the company doesn't care. Don't waste your time or your money!
By Laura S.
Not only did my cat hate this food but I cancelled my subscription only for it to mysteriously NOT get cancelled and then I got billed for $108 :) I absolutely do not recommend this!
By Haley R.
Response from Smalls· Dec 17, 2025
We’re sorry to hear about the frustration or trouble you experienced with the cancellation! Subscriptions are managed through your Account Portal, which guides you step by step until the cancellation is fully completed under the "Account Details" section. Once a subscription is successfully canceled, a confirmation email is sent for your records. If any step is missed, it can leave the subscription active and result in your regularly scheduled order being charged. Whenever there’s any uncertainty, our team is always happy to help ensure cancellations are processed correctly. Again, we truly apologize for any inconvenience.
My cat was recently in the ER and she’s not even 2 yet, after $7k we still have no clue what caused her illness so I was super stoked to try this Food out. I get the sampler box along with 10 add on broths cuz I figure my cats love stew they’ll love this at $5 a pouch. Plus they guarantee your money back if the cats don’t like it. Well my cats hated their food, they don’t like pate and that’s basically what it is. Then when I get ahold of them about a refund they say yes, I’m expecting my $75.86 back but only get $21. Then they tell me that add ins like broths are non refundable. I’m livid cuz it’s totally false advertising, cats are picky I would have never spent $50 on broths if it wasn’t refundable. The broths don’t even smell like fish or chicken they seem like water, my cats won’t even touch the broth so beware, it’s super expensive and anything extra you’re stuck with. Worst company
By Brittany B.
Response from Smalls· Dec 16, 2025
We’re so sorry to hear about your experience and that we missed the mark. We truly understand how stressful it is when you’re trying to find food your cats will enjoy—especially after everything you’ve been through with their health. We aim to make our Money Back Guarantee policy as clear as possible on our website, but we apologize that it was not clearer. We’re sorry for the frustration and disappointment this caused.
DO NOT ORDER ANYTHING FROM THIS COMPANY!! Obviously “NO” means “NO” is a concept they choose to ignore. I initially signed up for what I thought was a trial “Sampler”. Unbeknownst to me the “Sampler” triggered an automatic subscription. THREE TIMES CANCELLED, THREE TIMES ‘sure no problem’, and another charge. Now they have sent an unauthorized shipment. Just wait Smalls online cat food until you are in receipt of returned smelly cat food. I have filed a dispute with my credit card company!! Next onto the BBB !
By JOAN G.
