ComplaintsforPacagen, Inc.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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,

  ****

*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. ↩