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Business Profile

Online Retailer

Smalls

This business is NOT BBB Accredited.

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Reviews

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

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Smalls has 2 locations, listed below.

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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

    Customer Review Ratings

    1.57/5 stars

    Average of 28 Customer Reviews

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    Review Details

    • Review fromElizabeth Q

      Date: 07/15/2025

      1 star
      Leaving this in hopes others considering using this service see it. Smalls has NO customer service so if you have any issue, good luck. I was a customer almost 2 yrs. THEY screwed up & charged for another order far ahead of my regular schedule & tho I noticed it right away (they charge before even starting to put your order together) & reached out by email & text (they have NO phone #) my messages were ignored until I got a text almost 2 days later that was rude, offered no help, & didn't offer a way to talk to a person as I'd requested. I texted back again trying to talk to someone & still have received no answer days later. They got my $ & that's clearly all they care about. And yes it's overpriced but out cat is old & sick & it was worth it to make her happy. There are other companies that care about customers. ********************** doesn't they just care about the $ . Stay far far away.
    • Review fromTamara A

      Date: 06/09/2025

      1 star

      Tamara A

      Date: 06/09/2025

      Cant cancel orders.. all I wanted was to see, see if my cats, my sons cats, would like it... so I ordered a trial order.. they kept my order and have not even processed it but have it pending now for an order I did not auth or want for the next month... stated its completed.. how is it completed when its still pending from my bank account.. My cats, sons cats wont eat it... I been trying to find someone who has a cat that would eat it. I even tried to trick them to eating it and they wont. Who in the **** has 171 a month for cat food?????????

      Smalls

      Date: 06/15/2025

      Hi ******, Were very sorry to hear about your experience and completely understand your frustration. Your trial order was placed as part of a subscription, which renews automatically unless its paused or canceled before the weekly cutoff. We do our best to highlight this during checkout and in follow-up emails, but we understand this can still feel unexpected, especially if the food didnt work out for your cats. When you reached out, the order had already been processed and was in fulfillment, which meant we couldnt cancel or stop the shipment at that point. That said, we know this wasnt the outcome you were hoping for. Our team did make sure to cancel your subscription moving forward, so you wont be charged again. We also shared a few tips to help encourage picky eaters, in case youre still looking for a way to make use of the food you have on hand. We understand $171/month is a serious investment, and if Smalls isnt the right match for your cats, we fully respect that. Thanks again for giving us a try, and we wish you and your cats all the best.
    • Review fromJodi S

      Date: 05/08/2025

      1 star

      Jodi S

      Date: 05/08/2025

      must warn others against dealing with this company. They purport to be a legitimate business. My initial interaction involved ordering a sample package. Subsequently, they withdrew $140 without my permission for an unauthorized additional shipment. When I contacted them to request a refund, given my inability to afford the charge and the fact that the shipment was not yet processed, they refused. I will not use their services again, as their actions indicate a clear intent to exploit customers. Their conduct is deplorable!!!

      Smalls

      Date: 05/12/2025

      Were truly sorry to hear about your experience and appreciate you taking the time to share this feedback. We understand how upsetting it must have been to receive a charge you werent expecting, and its never our intention to cause confusion or financial stress.When a customer purchases a sampler, we share during checkout and in the follow-up emails that it begins a subscription, which can be adjusted or canceled at any time before the next order is processed.We saw that your initial message on May 8 was to check on the status of your May 2 order. After we provided tracking information, you let us know that it was taking too long, that you no longer wanted it, and that you hadnt authorized the charge. Please note that the box was delivered on May 9.While we do our best to cancel orders when possible, once an order has been processed and the information is sent to our warehouse, we're not able to cancel, modify, or stop it from shipping- even if it hasn't physically left the facility yet. That said, we never want anyone to feel taken advantage of, and were sorry to hear that was your experience.
    • Review fromMitchell C

      Date: 04/20/2025

      2 stars

      Mitchell C

      Date: 04/20/2025

      Love the food. Cat loves the food. Since a recent switch from *** to FexEx, for four months now my packages arrive damaged, unfrozen, with some packets well above 50 degrees. I literally have to check the temp of each packet to ensure its below 40 degrees and those that arent go into the trash. Ive contacted customer service multiple times asking for additional CO2 and properly sealed boxes, which I believe would solve the problem of fed ex taking 4 days to get my orders across two state lines. So far they refuse to make a change. Instead they tell me food above 50 degrees for I dont know how long is fine, which any moron knows is not accurate. I really wish theyd respond to my concerns, but apparently adding extra CO2 and properly sealing all edges of their boxes is beyond their capability or desire.Ive offered to pay for expedited shipping. *** offered to pay for extra CO2. Ive even offered to pay for the extra tape to keep the boxes sealed tightly. I want to feed my cat this food, as I have for a couple years now. But Im quickly losing confidence. If these folks cant get me food at a safe temp in winter, theyve got no shot at succeeding in the hot southwest spring/summer. Its a shame. I dont think theres a better option out there from a quality perspective. But apparently being the only people in the country that cant deliver frozen food is part of their new business plan. And its not working for me.

      Smalls

      Date: 04/22/2025

      Thank you for sharing your concerns and for being a long-time Smalls customer. Were so sorry to hear about the trouble youve had with your recent shipments. Out of an abundance of caution, weve historically followed extremely conservative temperature guidance for our fresh food. That said, our Operations and Food Safety teams have been conducting in-depth testing to better understand how our food performs during transit. With our most recent findings, weve learned that some thawing in transit is normal and expected, and the food remains safe to serve as long as its cold to the touch upon arrival. This is also supported by updated **** guidance as of September 2024. We want to acknowledge the time and energy youve put into monitoring temperatures, reaching out to our team, and offering detailed feedback. That hasnt gone unnoticed. As for your concern about transit time, your orders have been arriving within the expected 3-day window, which is calculated starting the day after ***** picks up the box and ending on the day of delivery. Our packing logic is designed to keep food at a safe temperature from the moment it leaves the warehouse, and we adjust the amount and type of coolant based on things like distance, weather, and box contents. Unfortunately, adding extra dry ice and expediting orders isnt something our system can support at this time, but our team is actively working on adding these features. These changes take time, but we can assure you its on our radar, and feedback like yours helps drive those updates forward. Ultimately, we want you to feel confident in Smalls, and we hate that our shipping experience has made that harder. We're here to help however else we can while our teams continue to work behind the scenes.
    • Review fromJohn T

      Date: 03/31/2025

      1 star

      John T

      Date: 03/31/2025

      Terrible customer service. My cat kept throwing up from one version of the food and when I contacted them, I asked them to replace the food. The rep ******** initially wouldn't do anything and gave me a hard time. I wasn't seeking a refund or to cancel, I just wanted a partial replacement. But they refused. The company gave me the runaround to the point of me having to cancel. They did eventually issue a partial refund, but the damage was done. The employees at Smalls are lazy and apathetic

      Smalls

      Date: 04/06/2025

      Thank you for your honest feedback, and for being a loyal Smalls customer over the past two years. We're really sorry that your recent experience didnt reflect the level of care and support you expected, or that we aim to provide.After reviewing your conversation with our team, we can see why you felt frustrated. We have a shipping minimum in place to help make sure food arrives safely, but we also get how that can feel frustrating when a straightforward fix is all youre looking for. While a refund was the only option we could offer at the time, we understand that the whole interaction felt more like a transaction than the thoughtful support you shouldve received. Thats on us.Were really sorry to see you go, and if you ever change your mind, wed love the chance to welcome you and **** back.
    • Review fromRoberta R

      Date: 03/12/2025

      5 stars

      Roberta R

      Date: 03/12/2025

      Smalls is nutritious, high quality human grade, and without preservatives. The subscription service is convenient and easily placed on hold, changed around with different flavors, or easily cancelled. Surely some cats may not enjoy one recipe but they have many. It is not the fault of the company if a cat does not go wild over the food so cancellation is easy to do. Read the ingredients of your current cat's food then compare with Smalls. Case closed. We get what we pay for in everything. Smalls will tell you a shipment is coming then offer an option for you to make order changes. If you do not take action, your order is conveniently delivered iced cold. Keep it frozen! If you feed your cat garbage quality because it is cheap then your cat is what you feed him or her. It all catches up to them in old age. Smalls is the best I can offer my cats at this time. Give it a try.

      Smalls

      Date: 03/16/2025

      Thanks so much for sharing your feedback! We're so glad to hear that youre loving your Smalls experience. Were all about offering the best for your cats, and its awesome to hear that you feel good about what you're feeding them. Thanks again for the kind words, and we hope your kitties continue to love their meals!
    • Review fromTerry T.

      Date: 02/21/2025

      1 star

      Terry T.

      Date: 02/21/2025

      I bought the sample pack from Smalls Cat Food for $32.80 after answering some of their questions about my two cats. I received my shipment and my cats wouldn't eat the cat food but liked the treats. Two and a half weeks later Smalls Cat Food withdrew, without my permission, $165.00 from my credit card and sent me enough cat food to last my two cats three months. At point of sale there was no mention of how often they would send food or how much more it would cost. They are hard to contact but I managed to get further shipments cancelled and they refused to refund the $165.00 they withdrew from my credit card. I have never run across this before in all of the times I have bought stuff online and I buy a lot of stuff. If companies start doing business like this people will stop shopping online. Thank you ***** *****

      Smalls

      Date: 03/06/2025

      Thank you for taking the time to share your feedback, and we are so sorry for any confusion or stress this caused. When you purchase a sampler, youre also signing up for a recurring subscription that begins two weeks later. As a visibility measure, we note this on the checkout screen before purchase and in follow-up emails about your transition process. We also send emails alerting you to your upcoming order, and we're so sorry if they were missedweve heard that these can sometimes land in Spam or Promotional folders. ??We're glad to hear you were able to cancel future shipments, and we're sorry to hear this wasnt the experience you were hoping for.
    • Review fromPeg S

      Date: 01/06/2025

      1 star

      Peg S

      Date: 01/06/2025

      I decided to try smalls because of my cat is picky and it didn't look like they had any bad ingredients. The first trial box was at a good price, one would think by subscribing it will remain a fairly good price. I was charged less than a week later $119 I about fainted. Went online to stop it, it is crazy how much they wanted for the smallest box.

      Smalls

      Date: 01/22/2025

      Thank you for sharing your feedback. Were sorry to hear about your experience. We understand how unexpected charges can be frustrating, and wed like to help clarify.Our trial box is offered at a discounted rate to give you and your cat a chance to try Smalls before moving to a full subscription. After the trial, your account automatically transitions to a recurring plan at the standard price, which is based on your chosen box size and delivery ************ ensure the subscription fits your needs, we offer flexible options for box sizes and shipping frequencies, which you can easily adjust in your account. If you need assistance customizing your plan or exploring other options, our team is here to help!We truly appreciate you giving Smalls a try. Please dont hesitate to reach out if theres anything we can do to assist further.
    • Review fromSarah K

      Date: 11/26/2024

      1 star
      Tried to buy this food from a positive review on ********. The Smalls website gave me an error message and couldn't process my credit card so I gave up and purchased it through my local pet store. Today I checked my transactions and and found Smalls had charged my credit card - no receipt, no confirmation. If I hadn't checked my credit card I would have never known.I reached out via text and email (phone number is text only) and am waiting for a response. I wish I had read these reviews before trying to buy this cat food!
    • Review fromSunny S

      Date: 09/29/2024

      1 star
      I want my cats to eat healthy hence reason I decided to try Smalls raw cat food. I ordered a sample pack, which cost $40 and came quickly in individually wrapped frozen packages which I found impressive. I followed the suggestions on how to get my cats to eat & unfortunately they would not touch it. I was bummed, but figured that was that. A few weeks later, a huge package showed up along with a $130 charge on my credit card. I never received an email so I checked my junk and found a shipping soon email. I contacted Smalls via text since they do not have a phone number and they told me to check my account but I never had an account! How can I have a subscription when I never had an account? Anyhow, they said there was nothing they could do since when you sign up for the sample pack you are automatically signed up for a recurring subscription. This type of business practice is terrible and screws the customer but at least you can normally send back a package but not with raw food so Im out $130. They were not helpful at all!

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