Reviews

This profile includes reviews 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

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  Smalls

  49 Elizabeth St Fl 4 New York, NY 10013

Review Details

• Review fromFrances W

  Date: 09/14/2024

  1 star
  In 2019 they had a Liver Dust recall. One of my cats did get sick and eventually died. I let them know. No condolences. Five years later and I have two kittens and thought I'd give them another chance. I tried to reactivate my account and put in an order. The website would not accept ANY of my cards. Their website is not intuitive and I know my way around the internet. I took this as a sign that my new kittens are probably safer without food from this business.

• Review fromJean S

  Date: 09/08/2024

  1 star

  Jean S

  Date: 09/08/2024

  My order was supposed to have shipped 1 wk ago - they already billed my charge for the shipment and the order has not shipped for days when I try to check the tracking it just says label created and Exception. I have emailed and texted them with no response. They do not care that your pets will be without food for several days.

  Smalls

  Date: 09/11/2024

  Were so sorry to hear that you had such a frustrating experience with your recent order, and we truly appreciate you taking the time to share your feedback. We completely understand how stressful it is when your cats food doesnt arrive as expectedespecially when youre trying to maintain a consistent feeding routine.It appears that the label for your order was created, but there was an issue in transit. Weve since shipped out a full replacement, and you should have received the new tracking information. Were deeply sorry for the delay and for not responding to your initial messages as quickly as we aim to.We care deeply about ensuring your kitties are well-fed and happy, and were working closely with our logistics and operations teams to prevent this from happening again. In the meantime, weve processed a $30 refund to help cover the cost of any temporary replacement meals. Please know this is not the experience we want for you, and were doing everything we can to make it right.Thank you again for your feedback, and were here if you have any more questions.

• Review fromSarah L

  Date: 09/07/2024

  2 stars

  Sarah L

  Date: 09/07/2024

  Love their food. But I was told they have no control over the shipping company, because they outsource it. So if you're lucky to get ****** you're golden. Get Ontrac - LATE and spoiled. What a waste of food. Had to throw the entire box out when the frozen food arrived warm. I did not appreciate the casual response and finding out they don't know who is delivering their food. It's produce. Not shoes. How utterly irresponsible to entrust an outside source to deliver FOOD. I regretfully canceled my account and moved with a catfood company. It was a very difficult decision, but I can't trust them to deliver my cat's food in a timely manner that ensures it arrives safely.

  Smalls

  Date: 09/11/2024

  Thank you for sharing your experience with us, and were truly sorry to hear about the trouble you had with your delivery. We completely understand how frustrating it is when food doesnt arrive safelyespecially when its something as important as your cats meals.While we work with multiple shipping partners to get orders to customers as quickly as possible, were always striving to improve that process to ensure safe and timely deliveries. Your feedback about OnTrac is really helpful as we continue to explore ways we can do better in this area.Were truly sorry we let you down this time, and we wish we could have made things right before you made the decision to leave. If you ever decide to give Smalls another chance in the future, wed love the opportunity to regain your trust.Thank you again for being with us and for sharing your thoughts.

• Review fromApril K

  Date: 08/30/2024

  1 star

  April K

  Date: 08/30/2024

  Absolutely horrific customer service. And they don't care. They target you for what is best for your cat. Yet, the reality is they do not care about your cat. Never seen worse customer service in my life. I have an order on subscription and my order was missing 10 packets. Their response was not to correct the issue. As what am I suppose to do for 10 days until my next shipment comes next month? According to them let my cat starve. They told me they could not ship the missing packets and I quote "we are trying to keep our shipping costs down". WOW! Their error and my cat is force to go without food for 10 days. Not like I can buy this food at a local pet store. So, be very aware...they s**** up it is your problem and your cat suffers, but they will give you a refund on the missing packets that takes 10 business days. And then you are looking for other food (which if they were even slightly business oriented they would realize that pushes the customer toward a different brand) Horrible... Horrible...

  Smalls

  Date: 09/03/2024

  Hi ****** thanks for taking the time to share your feedback. We are so sorry to hear about the experience youve had. This is absolutely not the level of service we strive to provide, and we understand how frustrating it must be, especially when it comes to something as important as feeding your cat.First and foremost, we want to assure you that we care deeply about your cats well-being. We sincerely apologize for the mistake in your order and any worry its caused. We understand how stressful it can be to run out of food, and Im sorry that our initial response didnt offer a better solution. We always aim to make things right, and while we did offer a refund for the missing packets, we understand that this doesnt fully address the situation. Please know that your feedback is incredibly important to us, and were taking this as an opportunity to improve our processes to prevent this from happening again.

• Review fromJillian C

  Date: 08/28/2024

  1 star

  Jillian C

  Date: 08/28/2024

  Absolutely horrible company. There's no way to sign up for an account, which is VERY deceiving, so you're stuck not being about to cancel any subscription. I can't believe there's companies that do this c*** I can to text a random number on their site because they don't offer a phone line to call. Luckily someone did quickly respond to that, but I also was not very polite in the text. I bluntly told them their company is purposely taking advantage of people in such a way that many people, especially older consumers, can't cancel their subscription. This company should be shut down and condemned for what they're doing to consumers. Shame on you Smalls.

  Smalls

  Date: 08/29/2024

  Hey *******! We completely understand how crucial it is to easily manage your account and subscriptions. After you purchase a sampler, an account is automatically created for you. You can access it anytime by requesting a login link on our website using the email you used for your purchase. Once logged in, you can set up a password for easier access in the future. If you're having trouble accessing your account, you can always reach out to our Cat Concierges for help.To clarify, while we dont offer a traditional phone line, we do provide several other ways to manage your account and reach out for support, including our text line and email. We're glad to hear you received a quick response through text, but we understand it wasnt the experience you were hoping for.We appreciate your feedback and will use it to improve our services. If theres anything else we can do to assist you, please let us know.

• Review fromPam K

  Date: 08/11/2024

  1 star

  Pam K

  Date: 08/11/2024

  Great pet food. Horrible management. They cannot admit when they are wrong and insult the consumer. They have a lot to improve with their process. Specifically they told me my order, for my convalescent cat would arrive on 8/9. On 8/11 I inquired on my order which had not arrived. They told me that it had been processed on 8/9. That is not what my email said. Then, instead of just apologizing they corrected me by saying just remember our orders are processed on Fridays. Really? Welcome to the Smalls family, ***, Bobcat and ***************************!Your first full box of Smalls has been processed and is estimated to arrive by Friday, August 9th. Once it's shipped, we'll send an email and text with your tracking number and most up-to-date delivery date. We can't wait for ****** and *************************** to dig into their favorite recipes.

  Smalls

  Date: 08/12/2024

  Thank you so much for sharing your feedback with us. Were genuinely sorry for the frustration caused by the miscommunication about your order, and we sincerely apologize for the experience you had. We know how important it is to have timely deliveries, especially when caring for a cat in recovery, and we're deeply sorry that we fell short. Please know that our intention was never to correct or insult you, and we regret that it came across that way. Were taking your feedback to heart and will be reviewing your interaction to ensure that our communication is clear, accurate, and always delivered with the respect you deserve. Well also work on better equipping our team to handle these situations with the empathy and understanding you should always expect. If theres anything more we can do to make this right, please dont hesitate to reach out.

• Review fromgranada f

  Date: 07/29/2024

  5 stars

  granada f

  Date: 07/29/2024

  I had started a subscription to Smalls, but had to euthanize my cat before second installment. I cancelled the subscription...no problem. But, about 6 weeks later, I received a lovely gift from Smalls, of 3 small **** pots and fresh plants for the pots. This was way above and beyond for a cat food company!

  Smalls

  Date: 07/30/2024

  Thank you so much for sharing your experience. We're deeply sorry for the loss of your beloved cat. Our team truly cares about our customers and their furry friends, and we're glad to hear that our small gesture brought some comfort during this difficult time. Your kind words mean a lot to us. ??If you ever need anything, don't hesitate to reach out.

• Review fromHolly W

  Date: 06/12/2024

  5 stars

  Holly W

  Date: 06/12/2024

  My cats love this food. They p*** less. They used to periodically have blood in their urine from dehydration. That is no longer a problem and the customer service has been fantastic. Whenever Ive had a question Ive received immediate help through their text line. Ive read some of these complaints and I can say most people are entitled and impatient. Quit being a bunch of Karens.

  Smalls

  Date: 06/16/2024

  Thank you for sharing your experience! We're so happy to hear your Smalls experience has been great and that your kitties are doing well with the food. Your support means the world to us!

• Review fromLisa R

  Date: 06/12/2024

  2 stars

  Lisa R

  Date: 06/12/2024

  Their website is oddly programmed. The 'hamburger menu button' does not function. Customers can only switch between account and home pages. I just placed my order yesterday. The programming of their web page makes me suspicious. The only way to log into your account is to get a link sent to your email. They need to hire a professional website design and programming firm.

  Smalls

  Date: 06/16/2024

  Thank you for taking the time to share your feedback with us. We appreciate your honesty and completely understand your concerns about our website's functionality. We definitely understand the desire to set up a password with your account. If this is your first time setting a password, you'll need to first log in via Magic Link. After logging in successfully, you can navigate to the Account Details section of your Account Portal, located under the "Menu" on the lefthand side. If this is your first time setting a password, you should see the option here to "Change Your Password", with only two fields underneath. If you have previously logged in via password and would like to update this information, you'll see three fields - in order to update your password after setting one, you'll need to enter your current password as well as confirm the new one. Once you've filled out all required fields, select "Submit" to ensure that it's saved in our system. If you encounter any issues or have any questions, please don't hesitate to reach out. We're here to help and want to ensure you have a smooth experience with Smalls.

• Review fromTracy S

  Date: 05/04/2024

  1 star

  Tracy S

  Date: 05/04/2024

  Do not order at all they will put you on AutoShip and make it nearly impossible to figure out how to cancel it

  Smalls

  Date: 05/05/2024

  Hi *******, Thank you for flagging these concerns, and I am so sorry for any confusion or stress here! 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.You can actually cancel your subscription at any time through the account portal, and if you run into any trouble our team is always happy to help.