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:12/31/2024

  Type:Service or Repair 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 have ordered from Smalls cat food a few times. I have had issues with the product arriving frozen. I have complained about it before. With my most recent order, the product was supposed to have been delivered on Tuesday, and it was not delivered until today (Thursday). The entire order is thawed. From my previous experience with Smalls, they told me that I should not feed the thawed food to my cats due to possible bacteria growth. I cannot get in touch with anyone at Smalls. They do not have a phone number where you can talk to anyone and only communicate by text or email. No one has responded. I want a full refund, and I would like them to pack their product better to have a safety net for these types of delays because they seem to happen very often with their shipping partner.

  Business Response

  Date: 12/31/2024

  Thank you for bringing this matter to our attention. We are so sorry for the frustration youve experienced with your recent order and our communication channels. Were still a small team so at this time we can only offer phone calls by appointment. We try our best to respond to text messages and emails the same day they are received, but our response times can be a little longer when were experiencing a higher volume of inquiries.
  We understand how important timely delivery and food safety are, especially for your cat's health. Please know that we take these concerns very seriously. While we did respond and process your refund on the same day you reached out to us, were sorry to hear we still havent met your expectations. 
  Regarding the thawing issue, we are currently evaluating our packaging and shipping processes to improve reliability, even during delays with our carrier partners. Our goal is to maintain the integrity of your cats food and avoid similar occurrences in the future.
  If you have any additional concerns, please dont hesitate to contact us directly at *********************************************************. 
  
  

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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 signed up for a trial with Smalls. The company automatically enrolled in a subscription service.The cat food itself was fine, but the price was too high. I cancelled the subscription service.I just received notification that the company has 1. Still sent me the first subscription order 2. Charged a big bill to my credit card I tried to log into to my account to deal with customer service I can't log in (looks like the cancelled the account) but I can't actually dispute the charges or deal with anyone.I'd really prefer not to have my credit card claw back the money, but I'll do so if necessary.Don't do business with these folks. They're scammers.

  Business Response

  Date: 11/13/2024

  Smalls is a subscription service. Meaning, when customers sign up for a sampler order they are automatically enrolled in a subscription and subsequent orders. This information is outlined in our FAQs as well as at check-out. 
  
  Customer placed a sampler order on 10/9. Customer reached out on 10/14 asking about tracking for the order, to which our team responded. We did not hear again from the customer until 11/11. Customer reached out to ask for a refund for their first subscription order which had processed on 11/8. Our team cannot update orders after they've processed, so we couldn't cancel this order. However, we could see the customer's attempt to close his account prior to the order processing. Therefore we were able to make an exception and refund this order in full for the customer. Customer has been refunded.

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 had updated my subscription to every 12 weeks to get 14 packets of food. However, I got a massive order, of 72 packets of food, 3 weeks later (delivered 9/26/2024). I asked for clarification, since I had updated my subscription when I first set up my account to the above details, totaling $80 every 12 *********, they are claiming that even though I updated my subscription the same day, it actually doesn't update until the following order. That was not explicitly expressed and was hidden from the customer. I have now been incorrectly charged $131.22, and they are refusing to assist in any refund due to their underhanded subscription.

• Initial Complaint

  Date:08/30/2024

  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 ordered a sampler with my debit card. Company said I could cancel or change order in my account at any time. My cat barely touched any of the foods sent. I planned to cancel. I requested link to login to account via both email and text. None was sent. This violates my agreement with the company as it does not allow me to make changes. Im a student- I cant afford to buy food my cat will not eat. I want to be refunded the amount they are trying to charge me today 8/29/24 for a delivery supposedly being prepped for 9/6/24. I want this order and all further orders and charges cancelled immediately.

  Business Response

  Date: 09/15/2024

  Thank you for reaching out, and we sincerely apologize for the inconvenience you've experienced with accessing your account and the subsequent billing issue. 
  After investigating the matter, we found that our emails were blocked due to a DMARC entry issue, which prevented the login link from being delivered to your email. We understand how frustrating this must have been and, in response, provided alternative solutions, such as clearing your cache, adding our email to your whitelist, and sharing a direct Magic Link via SMS.
  Regarding the charge, we want to clarify that Smalls operates on a subscription-based model, which automatically renews unless canceled or adjusted. Given the challenges you faced in accessing your account, we made an exception and issued a full refund of $101.86 for the charge. You should see the funds reflected in your account within 5-7 business days, depending on your financial institution. Additionally, your subscription has been successfully canceled, and no further charges will occur.
  While we are unable to accept returns of the product, we encourage you to consider donating any unused food to a local shelter or fellow pet owner.
  Once again, we deeply regret the difficulties you encountered. If you have any further questions or concerns, please dont hesitate to reach out.
  
  

  Customer Answer

  Date: 09/18/2024

  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. Although I strongly believe that the excuse they using for the failure of the login link is not valid as I conveniently received all other communications from them, at the same email address, except the one that would have allowed me to change/cancel my order in time. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2024

  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 woke up to an unauthorized transaction on my card purchasing another subscription to Smalls. My cat did not like their food with the trial box so I wasnt going to order any more. I have tried emailing the company especially since I have not been able to log in to my account. This wasnt a small amount of money and I cannot afford food my cat wont touch.

  Business Response

  Date: 08/04/2024

  Thank you for reaching out, and I am so sorry for any confusion or stress this has caused! When you purchase a sampler order through Smalls, you are also signing up for a recurring subscription that begins two weeks after your sampler purchase. We make sure to note this on the checkout screen before purchase, as well as in follow-up communications about your transition process, including Heads Up emails sent out before your first full box ships.
  It looks like we tried to notify you via email about this upcoming order, but there was a typo in the email address entered at checkout. We recommend double-checking this information in the future to ensure you're receiving notifications.
  It appears we canceled this order and issued a refund on 8/2/24. The funds were immediately released from our system, but depending on your financial institution, it may take up to 5-7 business days to reflect in your account. Please let us know if we can assist with anything else.

• Initial Complaint

  Date:06/21/2024

  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 provides a standard "package" but also allows you to edit your cart to customize items. I edited my order online and double checked my cart before I hit pay because I have two cats that cannot eat fish and they are finicky about ground food. When I notified the company that it appears I received a standard package rather than the customized items, they told me based on the confirmation email, this was what I ordered. I did not check the confirmation email as I trusted that double checking my cart sufficed and we don't all have time to check all the emails we get these days. Clearly their system ignored my edited cart and just sent the standard package. I am disappointed that they made no attempt whatsoever to work with me. This product is already extremely expensive and even moreso when a good portion of the order paid for cannot be used.

  Business Response

  Date: 06/24/2024

  Thank you for your feedback. We apologize for any inconvenience you experienced with your recent order. We did attempt to reach out via phone, but it seems we were unable to connect. Additionally, we offered to either refund or replace any recipes you cannot use, and we are still more than willing to make things right.
  
  If you'd like to proceed with a refund or replacement, please reach out via text or email and we'll be happy to help.

• Initial Complaint

  Date:04/25/2024

  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.

  On April 23 I ordered a sample of cat food from smalls. Thinking it was a one time order. After survey about my cat they made a list of recommendations that would comprise my sample but no price was listed. I could not find it. So I decided it's a one- time order to see if my cat likes it and if not, I won't order again. I proceeded to checkout. After I completed transaction my confirmation showed amount and I was informed that I was now on an automatic plan to receive every 4 weeks cat food. Also, confirmation indicated if I want to change future oder plan to set up my account and make change. So I set up an account. The problem is there is no selection to indicate that I do not want an automatic delivery plan. I felt deceived about not knowing price and now im in an auto plan.. I went to their website immediately to cancel order because I felt deceived. I called their # but the voice message said no agent available must text or email in order to contact them. I text& emailed and canceled my order and future auto orders. Today April 24 received notice that my order has shipped. It's impossible to reach them. I read their refund policy and that looks questionable. I do not want future automatic orders. I am willing to pay for the sample but not be manipulated for future food that you can't stop. Pleae investigate them. Please help me so they stop sending cat food and do not charge my credit card other than for the sample of $30. Thank you *****************

  Business Response

  Date: 04/28/2024

  Thank you for reaching out to us, and I apologize for any confusion or inconvenience you may have experienced regarding your order. It's clear we could have done a better job making the details of our subscription service evident, and Im sorry for any frustration this caused.
  
  At Smalls, we strive to ensure transparency and clarity in our subscription process, which includes notifications about the recurring nature of orders both during the checkout process and in subsequent communications. We understand that the details regarding the automatic subscription may not have been clear or fully visible at the time of your purchase, and we regret any feelings of deception this caused. We want our customers to feel fully informed and comfortable with their purchases.
  
  Regarding the management of your subscription, we try to make the cancellation and modification process as straightforward as possible through your account settings, and detailed instructions are available in our FAQs section.
  
  We have noted that you reached out to cancel your subscription on April 24th, and I can confirm that your request was processed promptly. Although your initial order had already been shipped and could not be halted, we have issued a full refund for that shipment as of April 25th.
  
  We're a small team striving to improve every day, which currently limits our phone support capabilities. However, we are fully available through text and email and aim to respond to all inquiries within 24 hours.
  
  If there's anything more we can do to help, or any other concerns you have, please let me know. We value your experience with Smalls and want to ensure it meets your expectations.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 04/29/2024

  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 would like to see a icon set up to cancel an order just like Amazon offers. Not having to ***** when it us too late to cancel. I appreciate that the credit me but many would not pursue this and accept an order they dud not want. Dlso lets make it easy and efficient to select cancelation prior to shipping. Secondly I would like to know specifically what exact changes they made to show price up front. There a lot of double talk here about transparency nut what exactly did they do to correct this. Thirdly need a person available if all else fails. They offer all but it us deeply hidden. Tell me how you changed all three issues. Thank you.

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 06/02/2024

  We apologize for any inconvenience caused by the limitations in our current order processing system. Upon receipt of a new order, it's promptly prepared for shipping, making it challenging to incorporate a "Cancel Order" feature akin to Amazon's at this time. We understand the frustration this may cause, particularly when timing is critical. 
  
  We acknowledge your concern about accessibility to customer support. Our team is available via text or email, and we aim to respond to all inquiries within 24 hours.
  
  Rest assured, your feedback on pricing will be shared with our team for consideration as we work towards providing a better experience for all our customers. Thank you for your patience and understanding. If you have any further questions or concerns, please don't hesitate to reach out to us.
  
  

• Initial Complaint

  Date:04/02/2024

  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 ordered frozen cat food to be delivered to my house Smalls contacted the day it was supposed to be delivered by email stating it was running late and if the food was thawed to contact them and they would make it right When the food arrived there was no ice left and it was all thawed I tried to call only to be told the phone number is for texting only I sent a text explaining the food was thawed and I couldnt use it asking them to call me I got a response saying someone would be in touch No on called and hour later I sent an email I got another confirmation the message was received but no call back I have tried to contact them several times with no response except this morning I hit an email saying my account was cancelled I am still with cat food I cant use, no refund and no way to reach this company At this point I just want my ****** back

  Business Response

  Date: 04/04/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience you've experienced.
  We aim to respond to all customer inquiries within 24 hours. However, during periods of high volume, our response time may be slightly longer. We appreciate your patience and understanding in these situations.
  Upon reviewing your case, we found that we received your message on March 28th and issued a response on March 30th. We understand how important it is for your concerns to be addressed promptly, and we're sorry for any delay in our communication.
  We have processed a full refund of $119.84 for your order and have also cancelled your subscription, as requested. This action was taken to resolve the issue with the thawed cat food and to ensure your satisfaction. Please allow a few business days for the refund to reflect in your account, depending on your bank's processing times.
  Again, we apologize for the inconvenience this situation has caused you. If you have any further questions or if there's anything more we can do to assist you, please do not hesitate to reach out.
  

  Customer Answer

  Date: 04/05/2024

  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:03/12/2024

  Type:Order 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.

  You can't learn anything about their company without taking their annoying tests. Just want to know about product, price, and shipping.

  Business Response

  Date: 03/18/2024

  We would be happy to shine some light here for you! While costs month to month (if you'd like orders that soon!) vary greatly depending on how much Smalls you will need and what recipes end up working out, the average 10 lb kitty needs 28 Fresh packets a month. That works out to $112 before tax and shipping. Every kitty is different of course, and we will make personalized edits for your cat once they have been able to find their favorites (and unfavorites trust me, totally normal) from the sampler. Even further, every family is different and uses Smalls uniquely while some folks feed our Fresh recipes for every meal, some might only use them as a topper totally up to you how Smalls fits into your routine. If you have any more questions, feel free to reach out to us directly at ******************************** or shoot us a text at ************. 

• Initial Complaint

  Date:01/23/2024

  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.

  Paying for a sample of raw cat food. There was no place that said you're signing up for a subscription. Smalls did say you could terminate your order in your account. They don't allow you to create an account. Won't answer texts, emails or messenger.

  Business Response

  Date: 01/23/2024

  Thank you for flagging these concerns with us. When you purchase a sampler order through Smalls, you are also signing up for a recurring subscription that starts two weeks after your sampler 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.
  
  Additionally, a Smalls account is automatically created for you using the email address you provided at checkout. We are so sorry if this was not more clear. As a small and growing company, we value all of our customer's input, and we'll be sure that this is passed along. 
  
  I can see that you reached out to our team through multiple channels after business hours on 1/22. We aim to answer all inquiries within 1 business day, and it looks like our team responded to your text message the following morning. We confirmed your account has been closed, and you will not be billed for future orders. If we can assist with anything else, please let us know.