PANGAIA Omdömen 1 124

After posting this review, I finally received my refund of €350 in full. While I’m relieved to have my money back, it’s extremely disappointing that it took a public complaint on Trustpilot for the company to take action.

Customer service should resolve issues proactively, not ignore emails until negative reviews are published. Although the quality of the products is good, this experience makes me hesitant to shop with Pangaia again. I hope this encourages them to improve their return and refund process for future customers.

For now, I’m updating my rating to reflect the resolution, but the initial frustration remains.

Love it. The team is very helpful and they answear always immediately!

Awful returns process. They refuse to process refunds unless you contact customer service directly, and then fabricate stories of items being worn in order to reduce the amount refunded. All of this occured after the promised 10 day processing time on their website.

Awful customer service, dishonest company seeking to scam consumers.

If you want to return a product, forget about quick service and whether you will even get a refund. Number orders 808550 i 810179. This is the last time I ordered anything from this company. The previous item was better than what I received. The money you pay for products demands respect for the customer, which they don't have. The problem was with the return label not being generated and the returns page not working at all. They didn't respond to emails. Someone on the chat message told me to wait because they were looking into the matter. I waited a day, and no one responded. I can wait, but not when there's no contact at all and you have 250 pounds worth of products. My frustration came from the fact that absolutely no one responded with even a single sentence. If you want to order something and return it, I warn you to be careful.
If a company is ecological and wants to avoid returns, they should change their regulations and inform their customers.

Besides, I have a hoodie from their past years, and the material is much thicker and better than the one I received this time.

EDIT:
A great marketing move, but you only responded after I wrote to you on all available portals, including commenting on your posts, and left a review. I've never experienced anything like this in my life; even chain stores have better customer service than you. You said you'd provide me with a discount code - I still don't have it, so please refrain from responding to reviews.

Alex from customer services was superb in helping me with a complex returns issue. Fast replies and politeness. Thank you Alex !

Absolutely appalling customer service, they must be using ai. I registered a simple return for a damaged pair of shorts in September. I received numerous apologies and promises to replace or refund me but nobody has sent me a return lable and now they tell me the return period has expired... Even though this is a faulty product. Infuriating company to deal with.

I exchanged my item for a different size which was confirmed. It's now been almost 2 weeks. No shipping no tracking. All I get is AI bots responding without human contact. This company is a joke. I want what I paid for or I want a refund. No one is responding.

Nice clothes with unfortunately bad customer service. I recently order a jacket that arrived in the wrong colour, as I went to return the coat so they could send the right one I noticed the jacket had significantly dropped in price since ordering. I purchased the coat with a £100 voucher + remainder of the cost. I subsequently requested to return the jacket for a refund, it was unworn and had arrived the day earlier, but customer service said that they do not refund vouchers and would only refund the remainder of the cost. When asked why as this wasn’t in the conditions when I was sent the voucher and the voucher I had used would still have been within its validity date they stopped replying to me. I emailed multiple times asking for an update but they elected to just ignore any concerns. Unfortunately wouldn’t order from them again after ordering multiple items over the last few years unless they rectify the issue.

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28/11 update
My original order number is 805637.
After posting this review I was sent a replacement voucher that unfortunately hasn’t worked. I reached out to customer service over email yesterday and received no reply. I reached out via the chat on the website today and got a reply saying they would look into it and then stopped getting any more replies, not even confirmation that my messages were being received.

Pangaia is the best brand I ever wear, regarding écologie, style, quality.

I have bought many items from Pangaia. I find the quality of the materials to be excellent. No one does tees, shorts, sweats better than Pangaia.
The value can't be beat. These are not the usual sweats that you find in the large departments stores. They are beautifully done and the higher standard shows.

I own several clothes from that brand, it’s been several years now and my t-shirt have not changed. I have some tee-shirts that have the « peppermint treatment » of the divers to reduce odours and honestly… it works ! Really love the sustainability of the brand and the textile innovation (and would love to see the crop tops back !!)

I’m really disappointed with my recent experience ordering from Pangaia. I bought a tracksuit as a gift for my mom while she was visiting me, but the two pieces arrived in different colors and textures — clearly from mismatched batches.
When I contacted customer service, I was told to follow a replacement process that simply wasn’t possible given the timing of my mom’s visit. There was no flexibility or real help offered, so I ended up having to return the whole order instead.

For a brand that promotes quality and sustainability, I expected much better attention to detail and customer care.

UPDATE one month later: I requested a refund for my return, and PANGAIA even confirmed in writing that it would be processed. Instead, three weeks later, I had to follow up because there was no action from them, and they created an exchange order and sent me a replacement I never asked for.

I’ve been going back and forth with their “customer service,” which feels entirely automated, no real person ever addresses the actual issue.

Very disappointed, this is not how a responsible brand should handle customer issues.

What’s even more concerning is that all replies appear to come from an AI system posing as a person, without disclosure. This raises serious ethical questions about transparency and accountability.

One of the items of my order was damaged after wearing it once. Customer service sent a code for ordering a replacement, but the code wasn't valid. After that no response. Wouldn't recommend the company which is a pity, because they have lovely stuff.

From my experience with Pangaia, I can say that they are fully trustworthy. When a parcel did not arrive, customer service took care of it until it finally arrived at my home in Germany. Thank you so much — the hoodie is fantastic and the colour is bright!

Long-time loyal customer, but recent experience was very disappointing I’ve been shopping with Paagaia for years and have always loved the brand — the quality, the message, and the style. Unfortunately, my recent experiences have been really frustrating.

First, I received an email saying I needed to use my $50 Circle Cycle credit because the program was being closed. I tried to use it on discounted items, but the system wouldn’t let me — even though I’ve done that many times in the past without any problem. Customer service insisted it wasn’t possible, which honestly felt dismissive and inconsistent.

Then I ordered a T-shirt — the first one never arrived, and when the replacement finally did, I wanted to exchange it. Since the website didn’t allow me to process an exchange directly, I contacted support and was told to return it and that I’d receive a voucher for the value.

Instead, they refunded only the card payment, and my $50 Circle Cycle credit somehow turned into a $10 voucher — valid for just one month! When I asked about it, they claimed it was a “courtesy” because they no longer use the voucher system.

After years of loyalty, this was honestly disappointing. I still love the brand’s mission and designs, but the recent handling of customer service and rewards feels careless and unfair. I hope they can do better — long-time customers deserve consistency and respect.
Update: I received an email with a 50 dollars credit code than i can use on my next order. Good to know that they respect loyal customers

Really pleased to have found Pangaia. Great clothes, such a vibrant selection of colours and really nice quality garments. Got some T shirts and tracksuit bottoms and will be back for more shortly. Very impressed with the customer service.

*UPDATE: NOT THE GENERIC RESPONSE THEY HAVE REPLIED TO THIS REVIEW!!! LOL! Enough said.*

I had to chase PANGAIA for weeks over a simple return that was clearly within their 30-day policy. My request was wrongly refused, ignored, and then only approved after I escalated the issue and copied in senior contacts. They later tried to frame the refund as a “gesture of goodwill,” when in reality they’d just failed to follow their own policy.

What should have been a straightforward return turned into a frustrating, time-wasting back-and-forth. Slow responses, poor accountability, and zero ownership - deeply disappointing experience.

Wow what great customer service. Alex responded on the same day and resolved immediately! Professional, prompt!

Prompt, friendly after sales support from Alex, even on a Sunday!

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