Smalls Reviews

Most recently, I ordered the turkey and chicken in both smooth and ground textures, but just received ground. When reporting that to customer service (only via email or text, no phone), I was told that unfortunately, looks like they were just low on the smooth textures and to just use the ground instead. I wasn't offered a refund, and I find that so unacceptable. No other company would send something other than what I ordered and expect ME to pay for it. I'm not sure what's going on with this company but there are certainly issues internally. I just refuse to pay a premium for this food and get zero service when there's a problem.

The food was still frozen solid when I unpacked the box and it sat for several hours outside in the full sun at nearly 80 degrees; it is packed in dry ice- WEAR GLOVES even when handling the outer bag of the dry ice or you will get burned. The food is very well, individually and tightly packed with no air in the packages.

Looking at the food through the clear packaging, it looks evenly ground, uniform in color- it looks fresh. Each portion is 5 ounces and 200 calories which is the daily caloric requirement for a 10 pound, indoor cat with no health problems (330 calories required for very active/ or outdoor cats of 10 pounds). There's nothing but meat on the ingredient list on the individual packages; you must go to the website to see the added veggies and nutrients- I was pleased with what was in the food, and what isn't- nasty ingredients that even the so called High-End canned foods have that can make cats sick or shorten their lives.

In my next order at full price, each 5 ounce package at the regular price will cost $4; that's 80 cents per ounce before tax; I've been paying 35 to 45 cents per ounce of high quality canned food at the pet stores with all available discounts and that's after I spend a couple of hours price shopping and eliminating many brands and flavors of canned food that I would like to give my cats but cannot because it's just too expensive. I will use this food to supplement less expensive canned cat food because it's out of my budget to feed them only Smalls; but I like knowing that the Smalls will be part of their diet.

Price wise, it is drastically less expensive to purchase chicken, turkey, and beef at the grocery store and give them homemade food which I do at times, but they don't always eat it and I haven't been able to figure out why; also, meat from the grocery store doesn't contain everything that they need nutritionally, so it's not as simple and convenient as the Smalls. Up to this point in my experience, I'm very happy and would recommend.

Everyone should take a look at the one star reviews, many folks have complained about Small's customer service and having trouble canceling their memberships and taking advantage of their money back guarantee. I'll post again if discover anything different, and my cats' reaction to the food- but every cat's food preference is different so whether mine like it or not, doesn't really help anyone else.

They have shipped me wrong orders frequently because they were out of stock and I was never alerted beforehand. Other times they ship less than the 12 packets due to shortages - again no advanced notice and you have to contact them to be credited for the shortage. They never forget to charge your card. Almost every order has had an issue. They changed their formula around November adding Canola Oil which is NOT good for cats - again no one gave advanced notice or notified me. When I emailed to investigate I was told it was such a small amount it would have no impact which appears to be true.

My current order is lost. The previous box was not marked to be refrigerated (as it had always been in the past) so instead of my front desk storing it in the refrigerator it sat at room temperature until I could pick it up, defrosted and had to be thrown out. It took 3 emails and 2 texts over the course of 3 days to get a refund and they insisted on issuing it as a credit refusing to overnight a replacement so I had to wait a full week. Thankfully I had stocked up and had some packets in the freezer but the next box never arrived.

I was charged $128 last Thursday, 2/16. Small tracking said it shipped on Wednesday, 2/22 (almost a week after they charged me) and when I checked delivery status it said GLS (whoever they are - equally awful in my opinion) was on track to deliver it on 2/23. As of today, 2/25, it is still lost. Because of the problem with Smalls not marking the previous box, am out of food.

When I contacted Smalls they said to contact the shipper, GLS. When I contacted GLS they said it was lost and to contact Smalls. I contacted Smalls via email and texts 6 times to have a replacement order expedited and shipped overnight. "Hailey" from Smalls informed me on Friday, 2/24, this was not possible and that I needed to wait until Saturday because sometimes the lost order just "shows up". She suggested that in the meantime I could buy and feed my poor cats Weruva.

I sent another email again today requesting a full refund. As usual, I received an automated message that they will contact me. My cats are currently eating Weruva, thanks to Smalls, their complete lack of customer service and failure to deliver what they promised. Both have diarrhea and there is no resolution in sight.

Sadly, the food, when made and delivered properly (which is the exception not the normal) is good, but the times the food arrives normally and without issue are rare. I would urge anyone who loves and cares about their cats to find a better solution and AVOID Smalls at all costs. The only thing Smalls seems to do well and consistently is charge my card and refuse to provide solutions when they make mistakes which are numerous. In my experience, SMALLS SIMPLY DOES NOT CARE ABOUT THEIR CUSTOMER OR THEIR CATS.

I'm really quite surprised because having that many cats oh, and being finicky at that, you would think they wouldn't have taken to it at all but they have! There is only one cat that hasn't taken to it but he's coming around LOL because it's not good to feed them the wet raw food cold, I am trying to supplement canned food in the morning for everyone and then taking out the raw food in the afternoon to thaw and get a little bit on the warm side 4 evening feeding. It is quite nice to only be feeding twice a day but I'm telling you what, they are going nuts with this food and it's almost like they are jonesing for it more than the dry food! So although it is great as far as helping them to be healthier and live longer, it sure is a challenge when they are all screaming at you for more!

The only other drawback that I would really see with this, is if you do have a lot of cats, you'd be better off making your own at home. 1 pack of the food costs about $9 and we go through 2 packs for all of our cats a day!! So as you can see it will be very expensive and not very cost-effective unless you can make it at home. The company is really great as well. If you have any issues they take care of them as quickly as possible! Very very good at responding and very happy overall with the quality of the food from what I can tell.