I've been a fan of this brand for a while and have accumulated quite a collection of their clothes. Even after several years, my t-shirts still look as good as new. I own a few tees with the divers' p... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 st... See more
Company replied
I have ordered 2 items during Christmas period, and needed to exchange the size. The return was delayed, although could be tracked, I wanted to know more and wrote to Customer service. Alex gave reall... See more
Company replied
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 hon... See more
Company replied
Company details
- Clothing Store
- Activewear Store
- Baby Clothing Store
- Clothes and Fabric Manufacturer
- Fashion Designer
- Outerwear Store
Written by the company
PANGAIA is a materials science company bringing problem-solving innovations to the world through premium lifestyle products and experiences. Sciences. Purpose. Design. #SustainableMaterials #EcoFriendlyClothing #EnvionmentallyFriendlyClothing #RecycledMaterials #InnovationFashion #Tracksuits #Hoodies #TrackPants
Contact info
United Kingdom
- https://pangaia.com/
- pangaia.com
3.5
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 96% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Speedy Delivery
Some initial difficulty with sales items, but eventually resolved and with a speedy delivery and sales process. Love the jacket!
January 28, 2025
Reply from PANGAIA
Hi there,
Thank you for sharing your feedback! We are so glad the issue was resolved, and we are thrilled to hear that you are happy with both the speedy delivery and your jacket.
We truly appreciate your support, and look forward to providing more great experiences in the future!
Team PANGAIA
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Excellent customer service
Excellent customer service. Makes the purchase of their items worth it! You get fantastic service and awesome clothes. Thank you.
February 4, 2025
Unprompted review
Reply from PANGAIA
Hi Stefania,
Thank you for your kind words! We are so pleased to hear that our customer service made your experience even more worthwhile, and we truly appreciate your support.
We are always here if you need anything else!
Team PANGAIA
my first order was not good quality
my first order was not good quality
my second order the shoes did not come
this is bad i am loving the brand but that experience was something i didnt expect
January 25, 2025
Reply from PANGAIA
Hi JD,
We are very sorry to hear that your experience did not meet your expectations. While we are glad we could process your refund for the shoes, we understand how disappointing it must have been that they were no longer in stock.
Regarding the quality of your first order, we truly appreciate your feedback. We would love to understand more about your first order, please reach out to us, and we will be happy to see how we can assist you!
Thank you for sharing your experience with us. We appreciate your support for the brand and hope to provide you with a better experience in the future.
Team PANGAIA
I can't say enough good things about…
I can't say enough good things about this brand! From the outstanding product quality to the exceptional staff in stores and top-notch customer service, every experience has been fantastic. I highly recommend them!
January 30, 2025
Unprompted review
Reply from PANGAIA
Hi Sigita,
Thank you very much for your kind words!
We are absolutely delighted to hear that you have had such a positive experience with our products, our store staff, and our customer service. We take great pride in delivering the best quality and care, so it is wonderful to know that every aspect of your experience has been exceptional!
Your recommendation is truly appreciated, and we are incredibly grateful for your support.
Team PANGAIA
EU (Spain) orders stopped by customs
Pangaia is suppose to send orders in EU directly without the need for customs. Packages are stoped by customs and demand that you provide all your details and agree to pay customs fees. The Pangaia support does nothing for 3 weeks. They also do not want to refund money. It's a very poor customer service. I do not recommend you purchasing from them if you are in EU / Spain.
January 28, 2025
Unprompted review
Reply from PANGAIA
Hi there,
We are ever so sorry to hear about your experience. Orders within the EU should normally arrive without any issues, so we completely understand how frustrating it must have been to deal with customs delays. This is never the experience we want for our customers.
Please rest assured that we have refunded you right away, and we truly regret the inconvenience this caused. Your feedback is really important to us, and we will review this to see how we can improve and prevent similar issues in the future.
If there is anything else we can do to help, please do not hesitate to reach out - we are always here to help.
Team PANGAIA
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Excellent quality and service
Excellent quality and service! I sent an email for an exchange and I got a reply immediately. I was able to proceed with the exchange within a few minutes. Very easy process.
January 27, 2025
Unprompted review
Reply from PANGAIA
Hi Eleni,
Thank you for your feedback!
We are pleased to hear that the exchange process was quick and hassle-free. It is wonderful to know that your experience with us was positive from start to finish.
We truly appreciate your support and hope to assist you again in the future!
Team PANGAIA
Impressive customer service
Impressive customer service! I was really blown away by how Pangaia handled my order issue. Alex was super attentive to the details and resolved my problem right away. It’s not every day you get that level of care!
January 24, 2025
Unprompted review
Reply from PANGAIA
Hi there,
Thank you for your amazing feedback! We are so pleased to hear that Alex provided such attentive care and was able to resolve your issue quickly. Delivering exceptional customer service is incredibly important to us, and it is wonderful to know we made a positive impression.
Your kind words mean the world to us - thank you for sharing your experience!
Team PANGAIA
Luxury tracksuits, fantastic customer care
I have three tracksuits from Pangaia (2 midweight, 1 heavyweight) and I absolutely love them. They feel like pure luxury, as well as the shape and size fitting really well. I had a minor issue with one of the tracksuits and Alex was so helpful and it was resolved straight away.
January 24, 2025
Unprompted review
Reply from PANGAIA
Hi Alivia,
Thank you for your wonderful feedback! We are so happy to hear how much you love your tracksuits and that they have been a great fit for you.
We are also pleased to hear that Alex was able to resolve your issue quickly - our team is always here, and happy to help!
We truly appreciate your support and are so glad you had a great experience with us!
Team PANGAIA
Fantastic customer service
I was really amazed by Pangaia customer servise. There were missing items in my order, I contacted their customer support and they solved it immediately, they offered me a replacement and sent me missing products. Thank you Pangaia
January 17, 2025
Unprompted review
Reply from PANGAIA
HI Michaela,
Thank you so much for sharing your experience! We are delighted to hear that our customer service team was able to assist you quickly and resolve the issue. We are so happy we could make things right for you. If you ever need anything else, we are here to help!
Team PANGAIA
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Reply from PANGAIA
Hi Haya,
Thank you for your feedback! We understand that sizing can vary depending on the style, and we are always working to improve consistency across our range. If you ever need help with sizing or have any questions, please do not hesitate to reach out—we are happy to assist you!
Team PANGAIA
Extremely Disappointed – Refund Delayed Due to Poor Customer Support & Return Process
I had a terrible experience with Pangaia’s refund process and customer support. My return was delivered to their warehouse on 30 December 2024, but I was repeatedly misled about the refund timeline. Their policy states 5-10 working days, yet after waiting the full period, I was told to wait another 5-10 working days—which is completely unacceptable.
The issue started when UPS Kuwait refused to accept my return because Pangaia failed to provide a commercial invoice. This caused unnecessary delays and led to the return period expiring while I was stuck trying to resolve the issue. I repeatedly begged Pangaia to extend my return period and issue the correct commercial invoice. They sent me the wrong invoice twice, and only on the third attempt did they finally provide the correct one.
Despite all these complications caused by Pangaia’s poor handling, their customer support was slow, unhelpful, and lacked urgency. No real effort was made to resolve my issue quickly, and I had to keep following up. Escalating to management didn’t help either.
I expected much better service from a brand like Pangaia, but this experience has been frustrating, time-consuming, and unprofessional. If you ever need to return an item, be prepared for a long and stressful process. I will not be shopping with them again and strongly advise others to reconsider before purchasing.
December 24, 2024
Unprompted review
Reply from PANGAIA
Hi Omar,
We are truly very sorry for the delays and frustration you experienced with your return and refund process. This is not the experience we want for our customers, and we regret any inconvenience this caused.
While our team provided an ARN to verify your refund, we recognise the process took far longer than it should have. Please be rest assured that we will take steps to improve our processes and avoid delays like this moving forward.
Thank you for your patience and for taking the time to share your feedback, it’s invaluable in helping us do better.
Team PANGAIA
Reply from PANGAIA
Hi there,
Thank you so much for your lovely feedback! We are so happy to hear you are enjoying the quality and were pleased with the speedy delivery.
Your support means the world to us, and we truly appreciate you taking the time to share your experience.
Team PANGAIA
Great!
Great customer service and quality materials. I look forward to the sales for when I can pick up a couple of fab wool or cashmere sweaters.
December 25, 2024
Reply from PANGAIA
Hi AJ,
Thank you so much for your kind words! We are thrilled to hear you had a great experience with our customer service and love the quality of our materials.
We cannot wait for you to pick up some of our wool and cashmere sweaters again soon, they are perfect for staying cozy in style!
Thank you for being a part of the PANGAIA community.
Team PANGAIA
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No refund issued for the return
20 days ago, I returned my order #EU181338, but no refund has been issued to date. They keep asking me to wait longer, even though I need the funds before the Christmas holiday. Very bad experience with the returns. I dont recommend this store.
After reviewing other complaints, it seems this store is fine as long as you don’t need to return anything. Otherwise, you’ll end up wasting time chasing your money. I regret not checking the complaints before placing my order, big mistake on my part.
December 23, 2024
Unprompted review
Reply from PANGAIA
Hi there,
I sincerely apologize for the delay in processing your refund—this is certainly not the standard of service we strive to deliver.
Upon further review, it appears your return is still in transit. To prevent any additional delays, we will prioritize this matter immediately. You can expect a follow-up email shortly with more details. Thank you for your patience.
Team PANGAIA
Customer service 10/10
I love the hoodies&trackpants the fitting is so amazing and nice! And i also like the customer service a big 10! Never ever in my entire online shopping experience i have had such a great experience!
My favourite tracksuite brand of all!
December 20, 2024
Unprompted review
Being a user of your products is a privilege, thank you for what you do.
Amazing, fast acting customer service who helped me resolve my issue quickly. They went above and beyond to help.
Being a user of your products is a privilege, thank you for what you do.
With Love Nataliya.
December 15, 2024
Unprompted review
Customer Service goes above and beyond
Amazing, fast acting customer service who helped me resolve my issue quickly. They went above and beyond to help.
Gorgeous tracksuits and quality, adding to my existing collection.
December 14, 2024
Unprompted review
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Great
I own several items and can not say anything bad about them: great quality, sustainability, great customer service. Amazing brand
December 14, 2023
Unprompted review
Quick response in the support team
Quick response in the support team. One person manages all the replies from me. Finally, they made some custom actions to help me receive my exchange.
Thank you Alex!
December 6, 2024
Unprompted review
Top products and customer service
Products from Pangaia are really comfortable and have top quality.
What you also have to know - they have one of the best customer service - fast, concrete, kind and always happy to help. If the management read that - please give your customer service some appreciation! (and maybe a raise 😀) Hugs, Klaudia
December 2, 2024
Unprompted review
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