prAnaReviews of prana.com

Placed an order for two pair of pants. One of the pair of pants was the wrong item---wrong style, wrong color, wrong size. Not even close. Called customer service. They refuse to send me out the correct pants. I must reorder them, including paying for them AGAIN! WTF? They did send me a postage paid envelope. Once I print out the label, buy an envelope, package the incorrect pants up, and drive 10 miles to a mail drop off, and fingers crossed they receive them, will I get a refund. After expressing my utter dissatisfaction with a supervisor, whom I had to wait on hold for 30 minutes to talk to, I was sent a 50% off coupon to go toward my purchase . Considering I will now have to pay $8.00 shipping on these, and I previously had a 20% off coupon, it's hardly any gesture on prAna's part for their screw up. I am forever done with this company and will make it a point go out of my way to share my experience with others.

I ordered a pair of shorts from the prana website. After a few days I checked the tracking information and noticed that it said that the shipping label had been printed but the item had not been received by the carrier. I checked again a few days later and found the same information. Today, 10 days after the order was placed, I saw the same, label printed but item not received by carrier. I called prana customer service and the person trying to help me, after taking a long time to check on the item, confirmed what I had reported and said they had to wait 13 days before they could initiate a missing item investigation. When I complained that that was too long and they should either reimburse me or ship the item promptly, they said no, they have to wait 13 days and after that they would update me on the status of the investigation every 3-5 days, with no end point on when they could resolve the issue. I asked to speak to a supervisor and, after a 10 minute hold and then a five minute conversation, I got the exact same response. I find it unacceptable and so different from my experience with other online retailers. I’m never buying from them again.

I own five pairs of prAna Stretch Zion Slim Pants II because I genuinely like the fit and design. Unfortunately, one pair developed a cracked waistband button during normal use. The pants are less than three years old, so I contacted prAna under their 3-year warranty. prAna accepted the warranty return, but their only remedy is a merchandise credit for the exact amount I originally paid: $46.93. They will not repair the defective button, will not replace the pants, and will not provide enough credit to purchase the current equivalent model. That is the part I find unacceptable. The pants themselves are otherwise in excellent condition. The failure is limited to the waistband button, which uses an unusual design that is difficult to replace. I also found multiple other customer reports describing similar button failures on the Stretch Zion II line. I own five pairs, so naturally I am now concerned about the same problem occurring with the others. prAna has since discontinued the Stretch Zion Slim Pant II, and the current Stretch Zion Slim Pant uses a different closure design. I cannot claim to know why prAna changed the design, but the repeated reports of failures with the previous button certainly raise questions about its durability. I am not asking prAna to give me more cash than I paid. I simply believe that when a product develops a covered manufacturing defect within the warranty period, the warranty should leave the customer with a functioning equivalent product. Requiring me to surrender the defective pants for $46.93 in store credit, then pay significantly more money to replace them, does not accomplish that. Customer service was polite, but the warranty policy itself is disappointing and, in my opinion, does not meaningfully stand behind the product. I like prAna products enough to have purchased five pairs of these pants. This experience has made me much less confident in buying another pair.

Terrible. Will never buy prana again after my experience.

Every time I call I get a recording that says they're in a company meeting. I paid $83.?? for the item - a pair of pants. It did not fit well. It was button only, no zipper. I had to leave that I wanted to return the item in a contact form from their website. It said it would take 10-14 days to hear back from them? Every other company has a return button and it's easy to process. I am charged $8 which they deduct from my original payment, only using the price of the pants $78.40 so my refund is $70.40. I guess the tax and S&H isn't included in the refund? Lousy customer service and no ease of use on the website.

Prana uses OnTrac for delivery - worst delivery service , no updates,missing items etc. Prana will make you wait a week for an investigation then resend with OnTrac it’s like Groundhog Day - no more Prana orders if they continue to use OnTrac, it’s that bad of a delivery service

Feel robbed. I returned 4 items, but only received a refund for 2. I called customer service expecting a quick correction. Someone said they would contact the warehouse, making it sound like “the warehouse” was another entity entirely. They promised an email follow up which I never received. Several days later I emailed customer service who promised to follow up and then I got no further response. Several days after that I used customer service chat and was told they would not issue a full refund. I absolutely returned all 4 items. They have a problem with their return process and are abusing customers. Have never encountered this with online shopping before.

Pants are comfortable. I bought 3 pair may 8. Unfortunately it’s been hot so haven’t worn them. On my second wearing on a trip out of the country the pants began pilling and have a snag on the pants leg. I shared with Prana who said that’s normal wear. I think pants from Sears are more durable than prAna. Buyer beware.