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Business Profile

Biotechnology

Pacagen, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Biotechnology.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 my first bottle of Pacagen in Feb, after my mom passed away and we took in her cats. The product didn't work for my husband or I and we tossed it in the trash. I rehomed the cats in March and completely forgot about this subscription until they processed the payment on 4/29 at 7am. I promptly emailed customer support twice asking for a refund (phone number was nearly impossible to find). They got back to me about an hour or so later stating that my product is already shipped and I cannot get a refund nor can I return the product unless I'm unhappy and it doesn't work for me ( I stated it doesn't). I emailed back and I haven't heard back yet so I found a phone number to call and the person who answered stated the same thing the email said, that it had already been sent, even though my account states it hasn't yet and that I would have to fill out a form (which they don't have available unless I know to ask) and if I answer the questions right and QUALIFY for a refund, then I might get it.. This is HORRID customer service. I don't have a cat anymore and I have no need for this. I went on the website and struggled to find how to cancel my subscription but I finally figured it out. Never again. I would not ever suggest ordering from a company who refuses to refund you a half an hour after they take your money.

    Customer Answer

    Date: 05/09/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:12/05/2024

    Type:Product Issues
    Status:
    Answered
    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 purchased the Cat Food Topper - Chicken from Pacagen, which they claimed could help neutralize cat allergies. However, after feeding this product to my cat just once, my cat became very weak and stayed in this condition for two days. Concerned about my cats health, I immediately contacted Pacagen's support team to request a refund.They responded to my email, asking me to complete an online form, which I promptly did, providing all the required information. However, it has been two weeks since I submitted the form, and I have not received any further response or update from them. I am seeking assistance to ensure that this issue is addressed, and I receive a resolution in a timely manner.

    Business Response

    Date: 12/07/2024

    Hi there! On behalf of our team, we apologize for the delayed response we understand that it must've been frustrating to not receive a response for your refund requests, and we're actively working on improving systems to make sure this doesn't happen again in the future. Rest assured, your original complaint has been reviewed and you've received your refund. Thank you for your patience and understanding!

  • Initial Complaint

    Date:08/28/2024

    Type:Product Issues
    Status:
    Resolved
    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 PICKED UP A NEW KITTEN ON 8/20/2024, THE NEXT DAY I HAD ALLERGY SYMPTOMS THE BREEDER SUGGESTED I TRY PACAGEN I ORDERED PRODUCT ON 8/22/2024, BY THURSDAY 8/22/2024 I HAD SEVERE REACTIONS THAT REQUIRED USE OF MY EPI-PEN AND HAD TO ARRANGE TO RETURN KITTEN THE NEXT DAY 8/23/2024, MY PACKAGE ARRIVED MONDAY 8/26/2024 FROM PACAGEN I OPENED BOX TO SEE IF RETURN LABEL WAS INSIDE AND IT WAS NOT I EMAILED COMPANY AND REQUESTED TO RETURN ITEM AS IT IS SEALED AND NOT OPENED I EXPLAINED MY SITUATION AND **** REFUSED TO GRANT ME A RETURN. THE WEBSITE ALLOWS FOR A 30 DAY REFUND THERE IS NO WHERE ON SITE LISTED THAT PRODUCT CANNOT BE RETURNED. I HAD A SEVERE ALLERGIC REACTION TO A KITTEN AND HAVE NO USE FOR THIS SPRAY I HAVE NO ANIMALS IN MY HOME AND I FEEL I SHOULD RECEIVE A FULL REFUND FOR THIS PRODUCT. THIS WAS A VERY EXPENSIVE ITEM AND THIS BUSINESS SHOULD COOPERATE WITH ME DUE TO MY HEALTH CONDITION.

    Business Response

    Date: 08/28/2024

    Hello. We're sorry about you having to give up your kitten. However, we did deliver a product to you that was as promised within the timeline that was promised. Our products are quite heavy and therefore we don't allow for returns if the product is no longer needed. This was not a fault of our small business and we stand by our policies. Please see a segment of our website attached where we further clarify that we don't allow returns and only refund if the product is damaged or incorrect. 

     

    Thank you.

    Customer Answer

    Date: 08/28/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    The package I purchased was not heavy.  I had no control over my allergic reaction this item was purchased for the purpose of having an animal in my home and I do not therefore I do not agree with your decision to not grant me a return. The item sent to me is not opened and you can easily resell the product. I would hope to receive a refund and feel you should make an exception in this case due to my unexpected emergency situation. A good business would stand by their customer in a situation like this. 

    Regards,

    ********

     

     

    Business Response

    Date: 08/29/2024

    Hey ********,

    We understand where you're coming from, however it's clearly explained on our website's "Our Guarantee" page that we do not take returns, nor do we give refunds for reasons outside of the product not functioning properly (efficacy-related).

    That being said, after consulting with the team, we may be able to issue you a partial refund for your order with the exception of shipping/handling and a $20 inventory fee. Unfortunately since we're a small company, we're not able to easily front the costs of shipping and returning labels. Moreover, our products are quite expensive to manufacture. Please let me know if that works and we can proceed with that and mark this BBB complaint as resolved.

    Best,

    ****

Pacagen, Inc. is NOT a BBB Accredited Business.

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