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Business Profile

Online Retailer

PAKA Apparel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/13/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 sweaters. $280 They didnt fit I wanted to exchange them for a smaller size. I mailed the sweaters to PAKA via **** they received them but because I didnt use there portal they wont send them back to me. I have been sending emails but they always ask the same question now I didnt have a return slip or an order number I sent them two different order numbers but because I didnt use their portal

    Business Response

    Date: 02/26/2025

    Thank you for the opportunity to address this complaint. We appreciate the customer reaching out to resolve the issue.
    The customer returned their items directly to us without using our automated returns portal, which is required for processing exchanges and refunds efficiently. Our return policy, available here: *******************************************************************; clearly outlines the importance of using the portal to ensure a smooth experience.
    Since the return was not processed through our portal as required, it took longer than usual to be located and manually processed. We requested additional information from the customer to track the package, and once we received the necessary details, the refund was successfully processed on February 13th. We have attached proof of the refund for reference.
    Please let us know if any further clarification is needed.

  • Initial Complaint

    Date:01/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:11/27/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 return

  • Initial Complaint

    Date:11/09/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:10/27/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date: 11/02/2023

    We also found a copy of the confirmation email that was sent to the customer

  • Initial Complaint

    Date:10/24/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:01/03/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 04/28/2023

    We have resolved this with the consumer. 

    Customer Answer

    Date: 04/28/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************

  • Initial Complaint

    Date:12/17/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 04/28/2023

    We have resolved this with the consumer. 

    Customer Answer

    Date: 04/28/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:10/10/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 05/15/2023

    See attached email. We have contacted the consumer about her issue.

    Customer Answer

    Date: 05/15/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

PAKA Apparel is NOT a BBB Accredited Business.

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