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 fromAngelique P

  Date: 03/13/2024

  1 star

  Angelique P

  Date: 03/13/2024

  They guarantee your cat will like it or money back would not refund my money and kept charging my account. This is the biggest scam. I now have $300 worth of food I got in less than a month for two elderly cats that will not even eat there food. I should have checked here before I started to find the real truth about this company. Scam.

  Smalls

  Date: 03/18/2024

  We sincerely apologize for the frustration and inconvenience you've experienced with our service and products. Your feedback is valuable to us, and we're here to address your concerns and find a resolution.Regarding our Money Back Guarantee policy, we understand the importance of clarity and transparency. Our guarantee applies when a kitty cannot find a single recipe they enjoy from the Sampler within 30 days from the date of delivery. While our Money Back Guarantee typically concludes 30 days after the sampler's arrival, we acknowledge the effort you've made to transition your cats to Smalls' food. As a one-time exception, we have initiated the refund process for your sampler order, and the funds should reflect in your account within 5-7 business days.Furthermore, we have confirmed the cancellation of your Smalls subscription to prevent any future charges. Your feedback is incredibly valuable to us, and we appreciate your honesty in sharing your experience. If there's anything else we can assist you with or if you have further questions, please don't hesitate to reach out.

• Review fromMichelle K

  Date: 02/02/2024

  1 star

  Michelle K

  Date: 02/02/2024

  My cat loves Smalls. After taking a break because of the expense, my cat's recent interest in eating our chicken at dinner led me to renew ... I have had questions about a little bit of trouble I had restarting my account and adding treats to the food subscription and after almost two months of repeated queries through the email and phone text system, I have received nothing but auto replies. How do I get a hold of a human???!!! I am completely puzzled and frustrated, even though I did just renew .... Any guidance on having an email, text or phone exchange with a real person who works at Smalls, would be much appreciated .... I may try writing a stamped letter to this address on Avenue C.

  Smalls

  Date: 02/04/2024

  Hi ********, thank you for taking the time to flag this issue with us. Upon looking into it further, it seems as though our system was automatically closing your messages by mistake. We'll follow up with you right away, and reach out to our engineering team to make sure this is resolved ASAP.

• Review fromTracey M

  Date: 01/10/2024

  2 stars

  Tracey M

  Date: 01/10/2024

  Absolutely horrible customer service. They do not address your concerns, they just go on tangents through texts, avoid your question, do not ask your permission to delay shipments, they just do it on their own, you cannot get a hold of anyone timely over the same issue, they demand at least 24 hours to get back to you so issues have gone 5 to 7 days unresolved, with the ridiculous amounts of back and forth and they can close your ticket when you do not respond within a few hours, no courtesy 24 hours to get back to them like they demand. This is a one-sided company that will take hundreds from you and give you lip service they are a small company and you can just wait on their terms. They changed my password without asking and I cannot access my account though they hold my credit card and personal information. Again they hold my account information without allowing me to log in. Beware they are not on BBB to file a complaint so they have no one to answer to! Buyer beware!

  Smalls

  Date: 01/11/2024

  I appreciate you taking the time to share your concerns, and I'm genuinely sorry to hear about the frustrations you've encountered with our customer service. Looking into your situation, it seems you got in touch with us on 1/8/24, seeking info about canceling your subscription before the next order was processed. I understand the delay in shipment might not have been what you expected, and I'm sorry for any inconvenience caused. To give you more control, we do offer the option to view ship dates, reschedule orders, and customize shipping frequencies through your account portal. Just so you know, our default order processing day is Friday, with shipments going out the following week. If you need to tweak your orders, reschedule, or cancel, it's best to do so by 9 pm EST on Thursday before your order charges on Friday. These deadlines are also included in the heads-up emails we send to you on the Monday before your order is scheduled to be charged.Regarding the password issue, we recently reintroduced a password feature with a 12-character requirement. We understand your preference for an 11-character password, and we apologize for any inconvenience caused. Alternatively, you can request a magic link at any time to access your account without creating a password. If there are further concerns or if you have additional questions, please feel free to reach out.

• Review fromKinsley S

  Date: 11/26/2023

  1 star

  Kinsley S

  Date: 11/26/2023

  This company is a scam. I ordered a sample pack and a week later I was charged $168 for food I did not order. I was informed that I saw emails and I signed off on a subscription. I absolutely did not and I also did not receive text or any emails about it, which I have proof of. This company is a sham and if you read many of the reviews below you will see similar complaints. I am seeking my refund - this is outrageous.

  Smalls

  Date: 12/18/2023

  Thank you so much for flagging these issues with us - we'd be happy to help dispel some of your concerns. Smalls prides itself in our transparency and ensures communication at several points before an order is no longer eligible for cancellation. To start, in the Account Portal your Upcoming Order can be postponed for up to 2 months at a time - the deadline for this, or any other changes, to apply to your next order is the Thursday before your order is set to ship, at 6PM EST.We send our Heads Up emails to customers who have a scheduled order early in the week - Monday or Tuesday - letting them know that their order is set to process on Friday, as well as important information such as out of stock announcements, and the subtotal for their upcoming order. On Thursday at 6PM EST, all changes to your order are locked in, and your order is set to charge, if you did not choose to postpone it.After your order charges you receive an order confirmation via email. If your order charges when you aren't ready, we do have a limited window over the weekend to take care of this before the order is set to ship. Any order that is processed on time Friday morning can be canceled as long as we hear from you before Friday at 6PM EST. After this time, our warehouse receives a manifest of all the orders shipping out for the week, and it is only at this time that we are unable to recall any order for refund or cancellation. Of course, it's always our hope that we're able to hear from all of our customers before this final deadline, but we're happy to take as many steps as we can to minimize the risk of an unwanted order.

• Review fromSusan N.

  Date: 02/22/2023

  1 star

  Susan N.

  Date: 02/22/2023

  appears to be illegal activity I attempted to order - got a message in red font that card was denied so they tried it again (without permission) and it was accepted once I got the message it was denied that was "it" with this company and I said to cancel the order - they are NOT allowed to submit the card again without permission (and by the way the card is good) there is no excuse for the illegal conduct by this company and it took several days for them to actually cancel the charge but I don't deal with illegal activity

  Susan N.

  Date: 03/04/2023

  some how food was sent - it arrived cold but not frozen - dry ice was all gone - I attempted to feed the cats - twice several days apart after putting the meals in the fridge freezer - both times the food was rejected by both cats - was it rotten? could be - it came on on Monday - no dry ice - it was shipped the previous Wed I think - probably thawed and got bad - oh well - didn't cost me anything

  Smalls

  Date: 01/03/2024

  Hi there! We're so sorry to hear about the issue you ran into when you tried placing a sampler order. We received your emails and forwarded the error to our Engineering team and it has since been fixed. Unfortunately, we were unable to cancel the order, but we did issue that refund as per your request.Regarding any packets you received that feel partially thawed on arrival, we do not recommend re-freezing any thawed packets out of an abundance of caution for your kitty. When thawing occurs during transit we have no way of knowing how long the recipes may have been over the safe threshold of 40F. Being kept above this temperature for more than 2 hours puts each packet at risk of spoiling in transit, even if it still feels cool to the touch or looks fine externally. We always recommend reaching out to our team for assistance with thawed packets.

• Review fromElizabeth N

  Date: 11/11/2022

  1 star

  Elizabeth N

  Date: 11/11/2022

  I don't know how they can think anyone would want to double up on orders because THEY messed up and couldn't ship one week. Like... I can't just skip feeding my cat for a week and be like "okay boys just eat double this week" If y'all are going to have supply issues that's whatever but in what world would doubling a customers order for the next week be acceptable? **************** is highly lacking so I'm going to make sure my cat fiends don't waste their money.

  Smalls

  Date: 01/03/2024

  Regrettably, we couldn't find your Smalls account using the information provided in your review, preventing us from investigating your specific case.That said, we always recommend having some extra Smalls on hand in case of emergency, which may explain why our team suggested placing an extra food order.

• Review fromKen F

  Date: 10/31/2022

  1 star
  They continued to send that junk when I cancelled. Finally got them to cancel now months later they start charging me again.

• Review fromSharon R

  Date: 08/06/2022

  1 star
  I regret signing up for the trial package. My cats didnt like the food. Next thing you know I was changed over $150 for a shipment of cat food that arrived at my home. Despite text messages and emails I have yet to receive a response for my request to cancel. If they are able to make the food and ship it to customers, why cant a real person be there and reply to customer inquiries? Their website states that any repeated attempts to communicate with them will place the customer at the bottom of the que. in other words, they only want to hear from you once. Dont order from Smalls, you will never be able to stop them.