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.
Astounded by the incredible customer…
Astounded by the incredible customer service from Alex at Pangaia in relation to my issue with a pair of cashmere joggers. The speed of response and the immediate resolution was so refreshing and incredibly rare to experience. Wonderful experience and makes me love and trust the brand even more. Thank you team!
April 15, 2025
Unprompted review
Reply from PANGAIA
Hi Alice,
Thank you so much for your lovely review! We're really glad we could resolve your issue quickly and that you had a great experience with our team. It’s always our goal to make sure customers feel supported and at ease, and we’re happy to hear that reflected in your experience.
If there’s anything else we can assist with, please don’t hesitate to reach out! Thanks again for your feedback, we truly appreciate it.
Team PANGAIA
High quality products & customer centric service
Absolutely love this company and their mission. Have purchased many items and I keep coming back for more. High quality garments & products made sustainability and supported by fantastic and thoughtful customer service.
April 15, 2025
Unprompted review
Reply from PANGAIA
Hi Kim,
Thank you so much for your kind words and continued support, it truly means the world to us! We’re so pleased to hear that you’ve had such positive experiences with both our products and our team.
Creating high-quality, responsibly made pieces is something we care deeply about, and it’s incredibly rewarding to know that this has resonated with you. We're so grateful to have you as part of our community and look forward to continuing to share more with you in the future! :)
Team PANGAIA
Terrible turnaround on store credit
I submitted my return on March 26th and have not received my store credit. I'd love to be able to order the other size that I wanted but I have not been issued a return and it's been over 2 weeks.
March 25, 2025
Reply from PANGAIA
Hi Skylar,
Thank you for taking the time to share your experience, we’re genuinely sorry to hear about the delay in receiving your store credit. We completely understand how frustrating it must be, especially when you're hoping to place a new order and move things along smoothly.
We’d love the chance to look into this for you and help get it resolved as quickly as possible. Please do reach out to our customer service team when you can - we’re here to support you and make sure things are set right.
Team PANGAIA
I have bought Pangaia to my sister back…
I have bought Pangaia to my sister back in 2020. Easy smooth process. In january this year 2025 decided to make an order for myself. My order has never been expedited and sent. Its becoming concerning. My order number 792914 that was already one time change as some error in warehouse.
March 21, 2025
Unprompted review
Reply from PANGAIA
Hi Neli,
We're really sorry to hear about the trouble you've experienced with your recent order, especially after a previously smooth experience. We completely understand how frustrating this must be.
I can see that one of our agents is currently looking into this and working to resolve it for you as quickly as possible. Please do keep an eye on your inbox, as you should receive an update soon.
Thank you for your continued support, and we're so sorry again for the inconvenience this has caused.
Team PANGAIA
URGENT ATTENTION - POOR CUSTOMER SERVICE
Hi,
UK203878
This is my order number. I’ve been trying to get a response for the past 3 days, but no one has replied after confirming that a refund would be issued to my bank account.
I never received the package I ordered on the 26th of February. Pagania investigated and confirmed that the courier company could not locate the parcel. Pagania’s customer service, in the email chain, confirmed a replacement would be sent on the 7th of March. I waited for a week with no confirmation, and every time I followed up, I was only given the previous tracking number with no new update.
After a month of waiting since my original order, I asked to cancel the order and issue a refund. You confirmed this in writing, but it has now been 4 days with no response, despite my repeated follow-ups.
The stress you are causing me by making me chase this every day is unacceptable. I want someone to respond to my enquiry and issue the refund as soon as possible.
This is my sixth time buying from Pagania – I love the quality of your products, but the customer service this time has been extremely disappointing.
March 19, 2025
Unprompted review
Reply from PANGAIA
Hi Negin,
We are truly sorry to hear about the frustration you've experienced with this order and the delay in responding to your inquiry. We completely understand how disappointing this situation must be for you, especially as a loyal customer.
We have policies in place to ensure that returns are handled carefully and efficiently, and we can confirm that our warehouse received your return recently. As stated in our FAQ on the website, it can take between 5-10 business days for refunds to be processed and reflected in your account.
We sincerely apologise for the delays and any inconvenience this has caused. If you have any further questions or if there's anything else we can assist you with, please do not hesitate to get in touch with us directly.
We truly appreciate your patience and understanding, and we're committed to resolving this for you as swiftly as possible.
Team PANGAIA
Product not delivered and was just…
Product not delivered and was just cancelled after a month of waiting. Very poor customer service and does not reply promptly. They sent the same email every time. Very bad experience from them.
March 2, 2025
Unprompted review
Reply from PANGAIA
Hi Justine,
We are really sorry to hear about your experience, and we completely understand how disappointing this must have been. We had previously requested more details to assist you, but have not yet received a response.
We’d love the opportunity to look into this further and make things right for you. Please do reach out to our customer service team at your earliest convenience, and we’ll do everything we can to make this right for you.
Team PANGAIA
Awful
Awful! Will never order again.
Placed an order 29th of January. As of 8th of March still did not receive my order in full correctly. 3 times Pangaia sent me wrong size and colour of the shorts, arranged pick up after complaining to customer service, waited for those shorts to arrive to their warehouse, be checked if they they were not worn and then receive again exactly same shorts. After hours of complaining to customer service they have now started investigation and just disappeared.
February 22, 2025
Reply from PANGAIA
Hi Yuliya,
We are deeply sorry to hear about your experience and truly regret the frustration this has caused. This is certainly not the level of service we aim to provide, and we completely understand how disappointing this situation must be for you.
I can see that our agent has since refunded you along with an additional gesture of goodwill to make up for the issues you've experienced. We truly appreciate your patience as we worked to resolve this, and we hope this helps to alleviate some of the frustration.
If there’s anything else you need or if further issues arise, please don’t hesitate to reach out. We’re here to help and ensure you have a smooth experience with us moving forward.
Team PANGAIA
I know they're a small company but...
I don't like to do this because I know Pangaia has great values behind it and that it's a small company. I will also say that the material on the product I received seems like really good quality, so that's something.
I would also say though that the experience has been a mixed bag, and something that's been dragging on for over two months. I ordered a black puffer coat on sale, the wrong item arrived. I sent this back, to then receive the right item. Unfortunately this item was a bit too big so I had to send this back too. Unfortunately, the smaller size in the colour I wanted didn't become available for a good two weeks or more, so I opted for a colour that I wanted less in the end. I have the item now, but still waiting on a refund from the original order I placed. It has been over 19 working days (when it's meant to be up to 10 working days upon receipt of a returned item) because I think they forgot to process the refund in time. It's a little frustrating given the price point and the process not being seamless from the beginning. I hope that the company sorts out its issues. I feel like there might be more emphasis on growth/growth marketing (I found out about them through targeted ads) than refining operations and processes?
January 2, 2025
Unprompted review
Reply from PANGAIA
Hi Eva,
Thank you for sharing your feedback with us! We're really glad to hear that you’re happy with the quality of our product, and we genuinely appreciate your understanding as a smaller company working hard to grow and improve.
However, we’re truly sorry to hear that your experience did not live up to your expectations, and we completely understand the frustration of dealing with delays. We would love to help resolve the situation as quickly as possible. However, we haven’t yet received an update on the request we sent to you.
If you could please kindly provide further details by reaching out to our customer service team via email, we’ll be more than happy to assist you with the issue.
Thank you for your patience, and we look forward to helping you get this sorted.
Team PANGAIA
I was able to exchange my hooded…
I was able to exchange my hooded sweater to different size...
February 22, 2025
Reply from PANGAIA
Hi Natalya,
Thank you for sharing your experience! We are so pleased to hear that your exchange process was smooth and that you were able to get the right size. Ensuring a hassle-free experience for our customers is always our goal, and we truly appreciate your support!
We hope you love your new hoodie, and if you ever need anything else, we’re always happy to help!
Team PANGAIA
Amazing experience
Amazing experience! I bought a jacket that I absolutely loved, but unfortunately, I accidentally ripped it with the zipper, which was a bit sharper than usual. I reached out just to get some advice on how to fix it, as I had been searching for a nice, sustainable jacket for months and i wanted to keep it. To my surprise, they were incredibly kind and offered me an exchange! I’m so happy with their customer service and truly appreciate their support. Highly recommend! 😊
February 10, 2025
Reply from PANGAIA
Hi Zuzana,
Thank you for sharing your experience! We are so pleased to hear that you love your jacket and that our team was able to support you in finding a solution. We completely understand how important it is to find a sustainable piece you truly love, and we are glad we could help make things right for you.
Your kind words mean so much to us, and we truly appreciate your recommendation. We hope you continue to enjoy your jacket for a long time to come!
Team PANGAIA
Very Poor Service:
Very Poor Service:
I placed an order with this company 10 days ago, and they kept promising that it would ship “tomorrow,” yet it never did. Every time I followed up, I received the same excuse. After repeated delays and no shipment, I had to request a refund. This kind of dishonesty and lack of reliability is unacceptable. I do not recommend this company to anyone looking for a trustworthy and efficient service.
February 26, 2025
Unprompted review
Reply from PANGAIA
Hi there,
We are genuinely sorry to hear about the difficulties you have faced with your order, and we completely understand your frustration. Delays like this are not the standard we strive for, and we deeply regret the inconvenience this has caused.
We kindly ask that you please reach out to us directly so that we can assist you further and ensure this is resolved promptly. Your feedback is incredibly important to us, and we are committed to improving our processes to provide a smoother experience moving forward.
Thank you for bringing this to our attention, and we truly hope to have the opportunity to make this right for you.
Team PANGAIA
Lovely products & excellent customer…
Lovely products & excellent customer service from Alex. I had a small issue with an item and a replacement was dispatched same day.
Great quality items.
February 26, 2025
Unprompted review
Reply from PANGAIA
Hi Amy,
Thank you for your kind words! We are delighted to hear that you love our products and that Alex was able to assist you so efficiently. Ensuring a smooth and positive experience for our customers is always our priority, so we are glad we could resolve your issue so quickly.
We truly appreciate your support, and hope you continue to enjoy the quality of our items!
Team PANGAIA
Great quality and sustainable materials…
Great quality and sustainable materials with awesome design. Alex was always responsive when I contacted customer support and available to help.
February 21, 2025
Unprompted review
Reply from PANGAIA
Hi Sandra,
We are so pleased to hear that you appreciate the quality, design, and sustainability of our products - those values are at the heart of what we do. It is also wonderful to know that Alex was able to provide the support you needed and ensure a smooth experience.
Your support and kind words mean so much to us, and we truly appreciate you taking the time to leave this review!
Team PANGAIA
Excellent communication and customer…
Excellent communication and customer service! I experienced an issue with one of the items I purchased and Pangaia immediately sent out a product replacement. My experienece of dealing with one of their staff members was without fault. Highly recommend Pangaia both for its clothes as well as customer service!
February 21, 2025
Unprompted review
Reply from PANGAIA
Hi Mrs. S,
Thank you for taking the time to share your experience! We are delighted to hear that our team was able to assist you promptly and that you found our customer service team to be so helpful. Providing a smooth and supportive experience for our customers is always our priority, and we are grateful for your kind words.
We truly appreciate your support - it means so much to us!
Team PANGAIA
The worst online shopping experience
The worst online shopping experience, after several weeks of hearing nothing I chased, then only received half the order.
A few weeks later I chased about the missing item only to be told it was out of stock.
So frustrating.
I wouldn’t bother buying online from them less you’re willing to chase!
February 19, 2025
Unprompted review
Reply from PANGAIA
Hi Sam,
We are truly sorry for the frustration this experience has caused, and completely understand how disappointing it must have been to wait for your order, only to find that part of it was unavailable. This is certainly not the experience we want for our lovely customers.
If you would like to discuss this further, please do not hesitate to reach out - we would love the opportunity to assist you and see what we can do to make this right.
Team PANGAIA
Fraud! took money and sent no product
I placed an order, they took my 111 pounds and have gone completely quiet! No update on delivery, no confirmation on processing it or ANY form of acceptable response. Honestly their customer support is even more useless, with no help whatsoever.
I have asked for a refund or update on delivery and customer support have just gone completely quiet and ignored my emails.
Stay away and save your money for a trustworthy company.
January 30, 2025
Unprompted review
Reply from PANGAIA
Hi Christina,
We are truly sorry to hear about the frustration you have experienced, and completely understand how disappointing this must be for you. We are actively looking into your order and are committed to resolving this issue as quickly as possible.
We genuinely want to ensure you have a smooth experience with us, so if you are still encountering any difficulties or if there is anything else we can assist with, please do not hesitate to reach out. We are always happy to help and will do everything we can to make this right for you.
Thank you for your patience, and we are dedicated to ensuring this is resolved to your satisfaction.
Team PANGAIA
Refund missing since 7 weeks
I returned my order end of December and it arrived on 28th of December- still waiting for my refund (170€)
I contacted the customer service twice- this is unacceptable!
Note: the refund was given after I contacted the e customer service again today and shared my experience here
February 11, 2025
Unprompted review
Reply from PANGAIA
Hi Sonja,
We are truly sorry for the delay you experienced with your refund. We can see that the refund was processed yesterday at 5:32 PM, and a confirmation was sent to you as soon as this occurred. Please note that it can sometimes take a little time for the payment to reflect in your account, depending on your payment provider.
Our customer service team has been committed to keeping you updated throughout, and we genuinely regret the inconvenience this caused. Thank you for your patience in this matter.
Team PANGAIA
more than one month delay of delivery
I have placed an order more than one month ago and did not receive it till now! i’ve also been sending emails and they are reply with the same repsonse everytime that they are contacing the shipping partner and it is on the way. also, after one month of waiting I asked to return my money back and they said it is not possible! this is so unacceptable
February 10, 2025
Unprompted review
Reply from PANGAIA
Hi Dania,
We are truly sorry for the delay and the frustration this has caused for you. While issues with shipping couriers can sometimes be beyond our control, we completely understand how disappointing this experience has been.
Our team is actively working to make this right for you, and we are committed to resolving this as quickly as possible. We genuinely regret the inconvenience and appreciate your patience and understanding.
If there is anything else we can assist you with, please do not hesitate to get in touch, and we will always be happy to help.
Team PANGAIA
Worst customer service EVER. A complete scam of a company. Lost my money
Not surprised to see so many negative reviews for this awful company. Possibly the worst customer service i have ever dealt with. I had a problem with the return shipping label they provided me, as DHL did not recognise the Waybill generated. I emailed them 10 days before I was leaving the country to try rectify this problem. Not only do you have to send email after email just to get a reply, the first 5 days were just automated responses where the person replying hadn’t even bothered to read my email. They kept sending me links to DHL to book my collection instead of actually reading the email to understand that was not the problem, and that it was my airway bill number that was not recognised, and I therefore wasn’t allowed to book a collection. I even sent screenshots showing them it was invalid …..3 times. Cause the other times they didn’t bother to open it. It has now been 10 days, they still haven’t replied to me, they just replied once to say someone would look into it and that they understood the urgency of the situation. Obviously not…..cause 10 days have passed and I have now left the country…..of course they haven’t messaged me or replied. I will never ever shop with this company again, and honestly do not recommend anyone else does unless you want to get scammed or basically talk to a robot on the other end who couldn’t care less to help you.
February 7, 2025
Unprompted review
Reply from PANGAIA
Hi Laura,
We are very sorry for the frustration this has caused. Our team has been working hard to investigate the issue, and we truly regret any inconvenience along the way.
I can see that one of our agents has since followed up with you, and we are still waiting to hear back. If there are any outstanding concerns, please do reach out - we would love to assist further and ensure this is resolved for you.
Team PANGAIA
Im at a loss for words
Im at a loss for words. They sent me the wrong item not once but TWICE and now the second time they claim that they indeed sent me the right item (spoiler, they haven’t because it’s not what I ordered). I don’t know what is going on with their operations but this is outrageous (considering they claim to be sustainable, they will basically pollute 4 times for one single order because of their own mistake)
EDIT: the issue hasn’t been resolved, I had to accept the incorrect item as they are low on stock on the correct one and can’t assure they can send me one after I return the wrong one.
February 9, 2025
Unprompted review
Reply from PANGAIA
Hi Ilara,
We are ever so sorry for the frustration this has caused. I can see that this has since been resolved, and our team has worked to ensure the issue was addressed, including refunding you the difference for the incorrect item. We truly regret the inconvenience and confusion you have experienced, as this is not the level of service we aim to provide.
If you are still experiencing any outstanding issues, please do not hesitate to get back in touch and we would be more than happy to help make this right for you.
Thank you for your patience throughout this, and we are grateful for your understanding.
Team PANGAIA
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