SmallsReviews of smalls.com

I agree, the website is vague. I tried to login with no attempt on their part, it was mentioned a login would be sent to my email, and it wasn't. It's like Small is behind closed doors. Until your page is more user friendly and useable, I cannot be a customer, sorry.

My cats were intrigued by the smell but did not like the taste. Please stop delivery.

Free Smalls cat 🐈 food If you live in Atlanta ga I have a freezer full of Smalls food if you like to cam over and get some to try it out before you purchase my 4 cats will not eat it So I try to feed it to the outside street cats it winter they are hungry they don’t want it so I taste it to see what is the problem all I could taste was 95% yellow peas No meat flavor or smell No you will not get your Money back and you will be really lucky if you can cancel your subscription you may have to stop payment through your credit card company You will not be able to get hold of anyone to cancel your upcoming order. Shame on you Smalls it all about Profit

None of my 3 cats would eat the food. I should’ve trusted my gut and not ordered initially since I really didn’t like how restrictive they were on selecting the trial food. I didn’t realize they were charging me for my next shipment right away after the trial shipment (the next box was $163.) There was nothing on my account that stated what time frame I had for the trial period to see if my cats would transition ok. I canceled within 4 days of receiving my trial box thinking I was in the clear. But they sent me the next shipment 5 days later and refused to refund me stating I canceled after it had already processed. Not worth the hassle if you’ve got picky cats!

I placed a trial order on Friday, 11/26. When I placed this order, there was nothing stated about deadlines for canceling BUT that wouldn't ship until the 30th. I tried texting their cat concierge Sunday 11/28 that I'd like to cancel. Their response was that it's too late. Instead of answering any questions or acknowledging my concerns (I recently went from being homeless to being able to move into an apartment, but my cats are not supposed to be here, and I didn't think about the packaging from the boxes). When they told me I couldn't cancel because I was 5 hours late, they avoided me asking if I could at least have them ship it in a discreet box. They once again avoided the question, I had to ask more than once, until they ultimately said no. They told me there was nothing they could do, despite my adamant desire for cancellation (no refund necessary!!!!). I will admit, I did use vulgar language, due to their lack of proper customer service communication skills, but either way, this is not how a good company is built to last. They told me to go on their website to look at their FAQs, and that it is my fault I'm in this position, etc. Well, I went to their website and checked under the cancellation ones and there is absolutely nothing posted about dead lines for canceling and the like. Customer service is absolutely horrible. I'm actually a super cool, relaxed person, but for them to try and tell me that not shipping the box is out of their hands is absolutely bull honky when it hasn't even left the warehouse yet.

My cats won't eat the food.

My experience with this company has been awful. I went to their website and purchased a trial box. Or that is what I thought I purchased. When ordering this they don't tell you that you're automatically signed up for a super expensive excessive subscription. The next thing I know I'm being Shipped a box of almost $200 worth of food I didn't want. The reason I didn't want it is because my cat puked for an HOUR after eating it - I thought I was going to have to take her to the emergency vet after eating it for food poisoning So basically they stole my money and made my cat really sick - and told me it was all my fault for not researching the company before buying. Basically they aren't trust worthy enough to shop without doing extensive research on their website- they have to trick you into buying their food.

We are trying to cancel ASAP. I say "trying" because there is no way to directly reach a human once you start this pricey, bare-minimum-info-bordering-on-deceptive subscription service. That's right- when you call their phone number, you're informed that you have to email or text for an appointment to speak with someone. And based on their email responsiveness, you might be waiting a few days. For a company that's charging $100-200 per month, you'd think they would have a full customer service staffed out, ready to handle incoming calls. First off, my cat did not like their raw food- wouldn't touch it. So I switched to their freeze-dried (cat has yet to try it). But my real problem personally started when a regular monthly order was sent the 1st of this month. After the order was late by a few days, I checked OnTrac for shipping updates and see that Smalls has opted to cancel the order due to package damage. I email Smalls, and get a final response 2 days later informing me that when damage occurs to packages, it's up to the customer to let Smalls know about it. They didn't know about the damage to begin with (but somehow opted to discard the package?) Then they inform me they will send a new order out in 7 days. 7 days until they ship again... giving me the impression that an animal without food isn't urgent for them at all. Now, my cat will be receiving her food 20 days later, and I have a new order set to ship in 10 days for another $130. Can't wait to try and get ahold of someone to cancel......... Bottom line: avoid this deceptive, pricey, hard-to-reach company.