Terrible Customer experience
It took over 4 weeks for my order to arrive, with zero proactive updates during that time. The customer support was always polite, but kept sending the same copied standard response. After these 4 long weeks, I finally received the item, which is truly beautiful – that’s the only reason I’m giving 2 stars.
However, there was no proactive gesture of goodwill, like a voucher or apology. Immediately after I received my order, a sale started and the sweatshirt I bought was 50% off. I reached out to ask if I could get a partial refund as a courtesy, but they seriously just sent me the terms and conditions and said no.
I could return the sweatshirt (which would be an environmental disaster) and re-order it at the sale price instead of simply refunding the difference - what a bad experience
Reply from PANGAIA
Hi Eva,
Thank you for taking the time to leave a review. We're very truly sorry to hear that the experience didn't meet your expectations, especially considering how much you liked the product itself.
While we understand your frustration around the timing of the SALE, we do have clear policies in place regarding price adjustments, which are outlined in our FAQ here: https://pangaia.gorgias.help/en-US/do-you-offer-price-adjustments-if-an-item-goes-on-sale-after-i%E2%80%99ve-placed-my-order-1890877.
As with many brands - large and small - we do not offer price matching once an order has been placed.
In your case, your order was also placed with an existing discount applied, which unfortunately means we’re unable to apply further reductions retrospectively. These policies are in place to ensure fairness and consistency for all customers.
That said, we’re always working to improve, and we appreciate you sharing your thoughts. If there's anything else you'd like to discuss with us directly, we're always here to help.
Team PANGAIA