Global Prana Reviews 45

It’s been 6 weeks and no sign of my order. They never provided a tracking number. I’ve emailed Prana twice with no reply from them. Will I ever get my order, or did I essentially just flush $100 down the toilet?

Their customer support is responsive but they can’t tell me if they use low impact dyes in their jeans. They say their Blue Sign jeans do but they don’t have any info on their other jeans. The label on the jeans say we should ask questions about what’s in our clothes like we do with ingredients for food. Apparently they don’t follow their own advice. Also they’re supposed to be certified organic but there are no certifications on the label. I wouldn’t have paid so much if I’d known they weren’t made with good materials and I can’t return them because my husband has been wearing them thinking they didn’t have harmful dyes in them.

They use DHL which is absolute trash, don't plan on your stuff getting to you if you have any deadlines. Takes more than a week to get something from Oregon to Washington.

Super slow delivery. If you plan to purchase and you live in Canada don’t! Nightmare. Took about a month. The logistics of their company is poor. And the customer service don’t seem too unapologetic. Tracking the parcel was awful.

Ordering directly from Prana sucks. They are super slow to ship anything and they don't care if you say something about it. Very poor customer service attitude.
It would probably be better to order through REI or something or maybe even avoid their products because if you do have any issues they really don't care to help you.

If you order online keep in mind return shipping is pretty high...

1 star as 0 isn't available.

I have had a few pairs of prana trouser spanning a good few years and loved the quality and fit of them until recently purchasing a new pair of the same trousers i already own to find the material quality has gone way down and apparently now sizing is a hit and miss on whether you get what you order or not!

i am based in the U.K and getting prana clothing is restricted often i find the things i want are not available so i ordered through borderfree.

i have now received a pair of trousers (meant to be identical to ones i own) 33"/30" and when i put them on i could not believe how big they were.

after measusing them they are 35.5" in the waist so 2.5 inches bigger than they are meant to be.

guess what they don't fit! and to return them they want me to pay £20 in return shipping, now if i had ordered a pair of 33" waist trousers and they were 33" and didn't fit i would accept i either keep them or pay to return shipping but they have refused to refund my purchase and said sizing inconsistencies can happen and we are sorry for your frustration with this absolutely ridiculous.

I then asked for them to provide me with contact information for borderfree their shipping partner but guess what seems they don't actually existing for me to raise a complaint with them after receiving an effectively faulty product

XX EDIT XX

they have now agreed to provide a full refund for this item although it took a lot of emails and complaining about it

Awful company, awful customer service, awful people

My prana order has been bouncing around the country and there seems no indication it will get top me. When I tried contacting Prana customer service I heard the worst recorded message "All representatives are in a meeting right now". So I emailed them informing them I need to cancel the order as there is no reason to believe it will get to me. I then received an automated email telling me "We are unable to cancel or change orders after they are submitted.". So am I being told I can't get my money back? ... I guess I have to contact the authorities. Do NOT order from this company.

I bought a pair of Prana pants and the stretch fabric is pulling, pilling and does not look good. I called customer service and because I didn’t buy from Parma directly but from a high end outdoor shop who sells Their merchandise they won’t warranty it and won’t replace the defective product. I’ll never buy from them again. Patagonia would replace this product , no questions asked.

As noted by a previous reviewer, I've been a Prana customer for years—but this may be about to end, based on my recent interactions with customer service.

I placed an order that was then delayed by Prana, so I contacted them to request that either I receive a guaranteed delivery date or that the order be cancelled (I'm going to be out of town for a month after a certain date and won't be able to intercept a late package).

Replies by email are boilerplate babble saying that the order "is processing" and "should ship," and that I can't cancel at this point because it's "processing." I tried calling at one point and was on hold for a half hour before giving up—and no, call volume isn't "unusually high"; it simply means that Prana is too cheap to staff up as needed. I finally talked with someone today and same boilerplate corporate: "in processing" and "should ship" (vague) with no solution for how to deal with something that would arrive when I wasn't here. Meanwhile, Prana has already processed the charge through my bank.

This is ridiculous: other companies can handle an issue like this and do so all the time. Still not sure how this will resolve, but at this point I'm unlikely to buy from this company again.

Love the concept of prAna and have bought their clothing for years, but after submitting multiple requests to stop receiving their mailings and catalogs, I still continue to receive them. Just received an artsy catalog today. Hard to support a company as being environmentally friendly when they continue to send junk mail.

I ordered a jacket based on style, and it was beautifully made but too short for me. I returned the jacket and explained why, and got an immediate reply saying when they received the return my refund would be processed. Good to their word, the money was credited back to my card in less than two weeks. I call this excellent customer service.

Their Customer Service team has not responded once in two months! I was sent an incomplete order and have no way to contact them beyond their email, so I'm stuck. Every few weeks I send a new email and still nothing, I don't even understand how that's possible if anyone is working at all.

Same as other reviews. Have tried multiple times to get in touch with customer service. Crickets. Love their clothes but probably won’t be buying from them again.

Sent multiple emails for package that shows as received but was missing and I never received the products. No response whatsoever. Every email I sent was also tagged with the original customer support ticket # to help them but no, I guess this company would rather ignore their customers. I bought from them because REI carries their products so I trusted, and boy do I fully regret. I still don't know if I'll ever be shipped a replacement or a refund. What a terrible company and customer service. Don't buy from them.

It's very disconcerting to pay so much for clothing and then experience complete lack of customer service. Why do they have a phone number when the message always says, "Phones are offline"? I emailed them about my package going to the wrong address, and I never heard a word back from anyone. Very rude! Buh-BYE Prana.

Love their clothing quality and fit. I never had any trouble purchasing online or in-store. Sizing has always matched sizing charts. Their clothing is very comfortable.

Surprised to see such a low score here for one of my favorite brands so I thought I'd add my two cents.

I must preface this by saying we are in the middle of a pandemic and USPS crisis; nonetheless, customer service and communication shouldn’t be affected. I placed an order than was shipped to me via USPS without a street address. I emailed Prana and asked that they resend using my correct street address. They cancelled the order and issued a refund deducting the shipping charge. So I got no clothes and had to pay $8 for the opportunity. This is not my first poor experience with Prana customer service, but it will be my last. Some businesses deserve to go under.

If you think you may make a return on an order, beware. I returned a couple items late May and have not received my refund. You are not able to speak to a person and they request you to email them. I emailed them 3 times with nothing more than an automated email saying they will get back to me in a few days. This went on for a few weeks. My situation was cut and dry, my tracking shows they received it but no response from them. They shouldn’t process orders if they are not able to provide customer service. I’ve placed a lot of orders from them but never again.