Complaints

This profile includes complaints for Smalls's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smalls

  285 Avenue C Apt 6H New York, NY 10009-2328

• 

  Smalls

  49 Elizabeth St Fl 4 New York, NY 10013

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sampler box from Smalls for my cat, but my cat only likes one flavor, Fresh Smooth Fish, and did not eat the other flavors.I paid using Apple Pay, and without my consent, Smalls automatically created an account for me. I had no idea about this account and had to figure out the details step by step.I requested a refund multiple times within the 30-day money-back guarantee period, but Smalls only sent automated responses without providing any real solution.After the sampler, I was automatically enrolled in a subscription without my explicit consent. I tried to cancel the subscription several times, but due to two-step verification issues with the email linked to my account, I was unable to log in.Smalls customer service repeatedly sent automated replies about their refund and cancellation policies without offering any meaningful help or alternatives.I am being charged $113.39 every month for a subscription I did not agree to, and since I cannot access my account, I cannot manage the subscription.I keep receiving food my cat does not eat, and I have to pay $113.39 monthly without any way to control or manage it.Despite multiple requests to update my account information or cancel the subscription, Smalls has taken no action.I am being charged $113.39 every month for a subscription I neither want nor can manage. I strongly request a full refund and cancellation of my subscription.I ask for a prompt and sincere response to resolve this issue.

  Business Response

  Date: 07/07/2025

  Thanks for taking the time to share your experience. We're really sorry to hear its been this frustrating and confusing.
  When you place your first order with Smalls, it also starts a recurring subscription that kicks off two weeks later. We include a note about this on the checkout screen, along with follow-up emails during your transition process, so it doesnt come as a surprise. That said, we know how easy it is to miss this info, especially when youre focused on figuring out what your cat actually wants to eat.
  It also sounds like part of the problem may have been how your emails reached us. Each time you replied to a message, it created a new thread and opened a new ticket in our system, so our robot cat concierge responded automatically each time. Normally, when a customer replies to the same thread, our team picks it up right away and continues the conversation. This isnt an excuse, just some insight into why you may not have been routed to a human. We'll be passing your feedback along to our team so we can improve how these situations are handled going forward.
  Just to clarify, your Smalls account was created automatically using the email entered at checkout: ******************** but you were writing in to us from the email ******************************, which explains why you had so much trouble accessing your account.
  That said, its clear this experience has been far from smooth. We'll make sure your subscription is canceled so no further charges go through, and issue that refund. We can't stop the order that charged on 7/4 from shipping so we'd appreciate if you donated the food. Let us know if we can help with anything else.

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a trial sample order in April of Smalls fresh food for my cat. He would not eat it so I immediately went on to their website to my account and canceled any further orders. I took a screenshot of the cancellation. Well today I got a notification from ***** that I had another order on the way. When I got on my account sure enough it says they shipped another order. I canceled the auto ship subscription again and took another screenshot. I have messaged them but they do not have a phone number to call. Unfortunately now that I've looked at the Better Business Bureau complaints they have many.

  Business Response

  Date: 06/07/2025

  ****** ******* purchased a Smalls sampler and agreed to a recurring subscription service on 4/7/25. The next order in this subscription charged as scheduled on 5/30/25. The consumer was sent a reminder email about this upcoming order on 5/27/25 with the subject line "We're preparing your next shipment of Smalls!"

  On 6/3/25, the customer went into her account at 6:07:27pm EDT (per the account tracking logs) and closed her subscription. The cancellation screenshot provided by the consumer is dated 6/3/25 as well.

  Cancelling the subscription does not retroactively cancel processed orders, and this order was already en route to the consumer. It was delivered successfully on 6/5/25. It is stated in our Returns and Refunds policy - ***************************************************************** - that we cannot accept returns and all sales are final. Since the consumer's account cancellation on 6/3/25, no further orders have processed or shipped.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They constantly change what I order. They are good at refunding, but they keep making the same mistakes and have shortened my order. My cat doesn't like fish and they keep adding fish to the order.

  Business Response

  Date: 04/09/2025

  We're so sorry to hear about the incorrect items in your recent orders, especially knowing your cat doesnt enjoy fish. We took a look and can confirm that your selections were placed correctly in our system, so this appears to have been a fulfillment error on our warehouse teams end. Thank you for bringing this to our attention. Weve flagged this for our operations team so they can follow up with the warehouse directly and help prevent this from happening again. We really appreciate your patience, and were committed to getting things right for you and your cat.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I just wanted to bring to your attention that your warehouse have done this 3 times.  My cat loves the food and that is why I am still ordering.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want a refund. My cats would not eat this. Also the bird one was advertised that it had duck and turkey or maybe it was just turkey but it has chicken ingredients in it which my cat Pumpkin is allergic to. The whole reason i got it was for him due to his food allergies and it being advertised as duck and turkey. Hes allergic to beef, tuna, and chicken. He can have turkey, duck, venison, salmon. bison. I used all the tips offered to get them to eat it and they wouldn't. I also took a survey after a few weeks and expressed that my cats didn't like the food and all. They didn't offer me a refund then either even though i wanted one.

  Business Response

  Date: 03/31/2025

  We appreciate the chance to clarify and share the steps weve taken to support *******. When ******* let us know her cats werent loving Smalls, we did our best to help with transition tips, but we completely understand that sometimes a new food just isnt the right fit. Regarding her concern about ingredients, each of our recipes is made with a single protein source, so our Other Bird, Cow, Pig, and Fish flavors dont contain any chicken, and we do not currently offer or advertise a duck recipe. That said, while we strive to offer options for kitties with sensitivities, our facilities do process recipes that include chicken. We take every precaution to minimize cross-contamination, but its something to keep in mind when selecting a recipe. We do our best to be transparent about our ingredients, which are always available on our website. As for her refund request, our system allows us to issue refunds only to the original form of payment. In this case, we successfully processed her refund to the Mastercard ending in ***** which was used for the initial purchase. Since that account is now closed, we encouraged ******* to check with her bank, as they typically have a process for handling refunds to closed accounts. We know this isnt the resolution ******* was hoping for, but weve done everything we can on our end to ensure her refund is processed. If she has any further questions, were happy to help however we can.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I meant to say that I bought other bird and it was advertised as turkey. It has chicken in the ingredients. I got it thinking my cat with food allergies could eat it. He didn't eat any of it nor did the other cats. The person I spoke to said to add flavor from other sources to the food which I feel if I had to do that I wouldn't buy it. I let them know my old bank account and card was closed since I bought the good and they would need my new card number. I also notified them my banks response would be to reject the refund they sent and that they won't transfer it from there to the current one. I still have yet to receive my refund amount. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********** ****
  
  
  
  
   
  

  Business Response

  Date: 04/07/2025

  Were sorry to hear that the Other Bird recipe didnt work out for your cats. To clarify, our Turkey Other Bird recipe is made with turkey as the only protein. It includes turkey liver, green beans, kale, and dandelion greens, but it does not contain any chicken. Regarding your refund: Our records are showing the funds were made available on 4/1. You can reach out to your bank directly with this Acquirer Reference Number (ARN) to help trace the transaction:
  *********************** 

  Please dont hesitate to reach out if you need anything else.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  

  My debit card changed since I bought it. They sent it to the old one and wouldn't let me change it. Knowing my bank will reject it and send it back. I am not satisfied however:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sampler pack that shipped on 3/7 and was signed up for a subscription service that shipped one week later. I contacted the company as soon as the 2nd package shipped and told them that none of my cats would eat the food and I would like to return it as they stated that their product was satisfaction guaranteed. I had no idea it would be shipping so quickly before I had a chance to let my cats try all of the flavors. They informed me that they could refund the cost of the sampler but not my first shipment which cost about $200. I believe that them shipping so quickly after the initial trial pack is an unfair business practice designed to deceive and entrap the customer into paying for a product that they havent even had time to assess is a good fit for them.

  Business Response

  Date: 03/23/2025

  Thank you for reaching out, and Im so sorry for any confusion or stress here! When you purchase an initial order through Smalls, you are also signing up for a recurring subscription that begins two weeks after your first purchase. As a visibility measure, we make sure this is noted on the checkout screen before purchase, as well as in follow-up communications about your transition process. You should have received emails alerting you to this upcoming order, and Im so sorry if those were missed. Weve heard reports of them occasionally landing in Spam or Promotional folders.
  We also send a heads-up email the week your order is scheduled to process, with any changes needing to be made by Thursday evening before it goes through. Unfortunately, since this order had already been processed and shipped, it does not qualify for a refund under our returns and refunds policy. ***************************************************************************
  We truly appreciate you giving Smalls a try, and we understand this isnt the outcome you were hoping for. If theres anything else we can do to help, please dont hesitate to reach out.

• Initial Complaint

  Date:03/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smalls **************** has the worst customer service. The only way to contact them is through text or email, and they do not respond promptly. I reached out via text with a simple question before placing an order. I realized the order wouldnt ship for a couple of weeks, so I asked if they could change the processing date to something sooner. After some back and forth, during which they didnt seem to understand my request and mistakenly thought I was emailing them (which was odd), they accidentally canceled my entire account. I never requested this!The lack of communication with this company is unacceptable. Fast forward to my cats still needing foodout of principle, I refused to create a new account. I had my husband place the order because I had a 20% off promo code. We received the food yesterday, and I had ordered the largest box they offer. However, we were shorted 3 packages of cat food. While this may not seem like a lot, it's almost $10 worth of food that I didnt ********** is impossible to get in contact with anyone to process a refund for the missing items. I will never order from them again.

  Business Response

  Date: 03/13/2025

  Were so sorry for the frustration this caused, and we never want our customers to feel unheard or unsupported so we truly appreciate you taking the time to share your experience. While were a small team, we do our best to respond as quickly as possible, and were also available for phone calls by appointment.
  We regret that your account was mistakenly canceled. That wasnt our intention, and we completely understand how frustrating that must have been.
  Regarding the recent order, when *** reached out, we responded right away and issued a refund for the missing packets. We also added a 10% discount for the next order as a small way to make up for the trouble. While we never want these issues to happen, when they do, we always work to make things right as quickly as possible.
  Were truly sorry that your experience didnt reflect the level of service we strive to provide. If theres anything else we can do, please dont hesitate to reach out.
  

• Initial Complaint

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company shipped us 23 packages of food. It was supposed to contain 28. Their email support, which was very swift after our initial order, has failed to respond in 2 days now. Other people are experiencing similar, or identical issues.

  Business Response

  Date: 02/12/2025

  First off, were so sorry for the mix-up with your order and for the delay in getting back to you. We know how important it is to have Maxs meals arrive as expected, and we completely understand your frustration.
  After looking into this, we confirmed that your order was placed correctly, but there was a mistake on our warehouses end that led to the missing items. As soon as we caught this, we issued a refund for the missing packages. The funds were released right away, though depending on your bank, it may take 5-7 business days to show up.
  We also want to acknowledge that our response time wasnt what it should be. Our small (but mighty!) team was handling an unusually high number of inquiries, and while thats no excuse, we truly appreciate your patience. Were actively working on improvements to make sure issues like this are addressed more quickly in the future.
  Most importantly, were so happy to hear that Max loves Smalls, and we want to make sure you both continue to have a great experience. If theres anything else we can do to help, please dont hesitate to reach outwere always here for you.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was subscribed and received Smalls food in 2024. When my cat passed away in December I cancelled my account and indicated it was due to my cat passing away. I got a few emails about signing back up. I made sure to unsubscribe from alerts. In early January Smalls sent out a text saying I had opted into alerts, when I clearly hadnt. After that I requested my information and account deleted. ********************** indicated they had deleted my account. In a ************************************************************** to come back. They obviously have not deleted my email and account information as requested. They also do not respect the fact that I no longer have any cats and thus am not able to continue to purchase their food. They do not respect my unsubscribe and cancellation requests as well.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out, and we sincerely apologize for the frustration this has caused. When an account is deleted, it can take 7-10 days for your email to be fully removed from our automated messaging system. In the meantime, you can opt out of Smallsmail by clicking the "Unsubscribe" link at the bottom of any marketing email, or mark the emails as spam to prevent them from reaching your inbox.
  Please let us know if we can assist you further.

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I got confirmation from Smalls my account was deleted 1/12/25. I got an email from Smalls soliciting for business on 2/1/25. That is greater than the ***** day window you suggest, it is a 20 day window. If it does take ***** to fully cancel account and I got a message beyond that window, I assume my account was not actually deleted. Please delete my account, and please respect other pet owners privacy by deleting their account when requested. There is no assurance from the company that my account (and contact information) was actually deleted. I will not be satisfied until that is the case.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 03/16/2025

  Thank you for your patience, and we sincerely apologize for the continued frustration this has caused.
  After reviewing your request, we can confirm that our Engineering team has thoroughly removed all of your information from our systems, including any automated messaging systems. Could you please confirm if youve received any further emails from us since we last spoke?

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smalls recently sent advertisments, including SMS communcation, to idividuals who have oped out of communication or requested to be placed on their "do not contact" list. I subscribed to this company in 2021 and had a horrible time getting them to cancel my subscription. At the time they only allowed consumers to unsubscribe via direct communcation with their customer service team, rather than allowing consumers to do so via the online profile. They also Today they began sending me text message advertisments, despite years ago requesting to be placed on their do not contact list. This is what prompted me to file a complaint.

  Business Response

  Date: 01/14/2025

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience caused by the text messages you received. The messages were sent due to a technical glitch that mistakenly affected a number of people.
  As soon as we became aware of the issue, we sent out a follow-up message to clarify that it was an error. Please rest assured, we have confirmed that you are not subscribed to any marketing notifications and are on our "do not contact" list as requested. We take your privacy preferences seriously and apologize for this mistake.

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't place an order with them but received this text from this phone number ************. I have been trying to contact the company to try and determine if someone is using my account information to make a purchase but the only response I have received is "someone will be in touch soon". Soon is not acceptable. I need to know now if someone is trying to use my account (which incidentally has a purchase card attached to it as you cant delete it from your profile). "Welcome to Smalls! We make real good food. For cats. ???? We also make real good texts. For humans. ?? From us, you can expect top-notch ingredients, moisture... and customer experience. Message frequency varies.Msg&data rates may apply. Text 'STOP' to quit."

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 
  
  Sincerely,
  
  *** *****