ComplaintsforPAKA Apparel
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Complaint Details
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Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered and received a Breathe Men's Hoodie from Paka towards the end of September 2023. In late December 2023 I noticed that the left cuff was wearing away, and was surprised that this was occurring within 3 months of purchase. I considered this a manufacturer's defect and contacted **** in early January **** to seek a resolution. At first they simply provided advice that I wash the item inside out on a delicate cycle and this will not be a problem. I informed them that I've already done that and requested an exchange. They responded that an exchange was not possible but offered a discount on a replacement item -- I did not consider this an acceptable solution for an expensive premium product. I stressed that this was a manufacturing problem, but they stood firm in the assertion that this was normal wear and tear (the item was 3 months old!). After a couple more mail exchanges I have not been able to reach a resolution demonstrating that Paka stands behind their product.Initial Complaint
11/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company is not willing to help me with information to return merchandise I received a few days ago. They stated I was outside the 30 window returns when I had just ordered it November 8th and received it a few days ago before contacting them. All I have is an email and their site is not working. They do not understand English. These clothes are made as in ***** not to fit a human body. The waste is for an x** small and the rest is made for a medium. When I contacted them they are giving me instructions that do not work at all. I tried to log in and I cannot because it is blocking my giving them a password asking for a code which is not sent. Then they tell me to go do other things which never lead to the ability to get a return I believe they are delaying me because they are putting me through the ropes trying to get a return label Within enough time to get my $145.50 back they're making an impossible to get a returnInitial Complaint
11/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The sweater is splitting at the seam, defective product. Paka will not take back, they said take to a tailor and they will reimburse my costs. Had sweater one month, never laundered. I do have the email conversation. I had to reach out several times before someone contacted me back. No exchange no refund. Ordered *****, received *****, complaint with customer service first sent ***** regarding hole then again ***** as no response. They have no customer service number. I am happy to forward the email exchange with the company including their suggestion I go have my new sweater repaired.Business response
11/09/2023
We have corresponded with this customer on several occasions and all of their messages have been responded to. I have attached proof of answered tickets. The customer began to send multiple threads of messages and threats to make public statements and it made it a challenge for our team to answer in a streamlined manner.
The customer purchased this item in August and based on the photo they provided, it has obvious signs of wear. Had this been a manufacturing issue, and she would have contacted us at the time of purchase, we would have honored a discount. Our website outlines our return policy as such.
**************************************************************
Based on communication and photos that show very obvious signs of wear and the purchase date - several months ago, we concluded that this was not a manufacturing issue, but happily offered to reimburse the cost to fix the stitching.
We would be happy to offer more photos of the sweater and the responses between the customer and our team.
Initial Complaint
10/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 sweaters online two weeks ago. I paid for the items in full. There is still no tracking information for the items I ordered and I am unable to reach anyone to find out when my sweaters will ship. There is no phone number to call, so I sent a "chat" through their web portal. No one is responding. I want my money back. I spent $232.20 and expected shipment within 3-5 business days with tracking as the website states. I have not gotten tracking nor have I gotten a response from their "customer service chat". This company appears to be very poorly run. This is an attempt to get them to respond so that I can get a full refund.Business response
10/30/2023
We received this complaint from the BBB but never received an email from this customer. Her order is a preorder and she received a trigger email reminding her that it is a preorder and will not ship until the end of the month. You can see that her order is marked as preorder. I have contacted the customer as well.Business response
11/02/2023
We also found a copy of the confirmation email that was sent to the customerInitial Complaint
10/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased the Breathe 2.0 Zip Hoodie, one blue and one green, on the same during the launch of the updated product. The green one has a different thumb-hole design in the sleeves. I did not notice it at first, but recently have. I am outside the 30-day return window. I emailed PAKA expressing the issue. I was denied a return option. During the email exchange the representative eventually informed me that the design was updated during production, but not made known to consumers. Thus, leaving it to chance whether I would receive the new updated thumb-hole design or the old design (this old design was on the original Breathe Hoodie). Order #********Initial Complaint
01/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought several items from PAKA, over two different accounts. Loved the items, but the first item I bought didnt last more than 45 days and one wash before it developed a quarter sized hole in it. I followed the directions for washing down to the detail.Gave the details of how one wash developed a hole in my hoodie to PAKA support and received a oh no! Did you wash it inside out? to which I replied and have received no further communication. This is not the first time support has stopped responding to my emails altogether with no alternative methods to seek self-help to product problems. It seems that this is a trained tactic in their support team and its really sad because I want to love the brand and what theyre doing but there is no backing behind the product they make. Ive bought 3 hoodies and 7 sets of socks for friends and family and and Im guessing the lifetime guarantee will turn out to be a sham as well with how they have handled the support of their higher end hoodie products. The other two hoodies seem to be wearing out fast as well (a second for myself and one for my mother) and Im expecting to receive no help should I need it. I just wanted to know if I could send my hoodie back for repair or replacement and PAKA has been very unhelpful in the process.Business response
04/28/2023
We have resolved this with the consumer.Customer response
04/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
12/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered an article of clothing on December 6, 2022 and have not received the item. *** tried to contact the company and havent got a single response back so this is my last hope. The last tracking shipment update Was Dec. 9,2022 in ***********, **. Im just looking for a refund and I cant talk to anyone from this company.Business response
04/28/2023
We have resolved this with the consumer.Customer response
04/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
10/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered pair of Breathe Men's Joggers from Paka Apparel. I wore them for less than 4 hours total, washed them according to the instructions twice, and they now has two holes. I contacted the company, they said that I did not wash them inside out, which I actually did, I don't know how they came to that conclusion. They offered to allow me to buy another pair at a discount, and after I said that the solution is unacceptable, they completely stopped responding to my emails. Bottom line, they do not stand behind their products. I bought other things from them as well which are fine, but the experience here is terrible.Business response
05/15/2023
See attached email. We have contacted the consumer about her issue.Customer response
05/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
03/31/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a shirt for my brother from Paka Apparel. In less than five months, the gently washed shirt now has three holes. I contacted the company, to which they insisted the shirt caught on other items in the wash. Impossible. They offered to allow me to buy another shirt at a discount. So, bottom line, they do not stand behind their product. If you purchase apparel from Paka, they do not guarantee it will last for any given time. Unlike their competition, such as Patagonia, which offers a 100% guarantee.Consider this before purchasing from Paka.Customer response
04/26/2022
Complaint RESOLVED!!Initial Complaint
03/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a hoodie from this website. I paid $129. I received the hoodie and it was so thin. It wasn't wool like they advertised it to be. It's a like a cotton t-shirt. I emailed them and someone called me back and they told me they sent me an email to start a return. I entered my information on the form and it came back and told me I wasn't eligible for a refund. I am extremely upset at this company.Business response
07/19/2022
The communication with this customer was unclear for our team. Our return portal was open for the customer to set up a return.
We tried to call this customer to help him with setting up a return.
The customer used profanity on the call with our team member and insisted the return was already complete even though it looks like it was not on our end.
Please let me know if there is any other information we can provide. I've attached the extent of the email communication with the customer below.
Thank you,
*****
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Customer Complaints Summary
12 total complaints in the last 3 years.
3 complaints closed in the last 12 months.