Complaints

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.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had some defective clothing from Prana where the stitching broke in various spots. I contacted Prana and they told me to send in the items for a credit to get new items. I sent in my items and was issued a credit but it is so low I cannot even replace the defective pants and shirts that I sent in.I called customer service and they said it is based off the lowest sale price for the items and there is nothing she can do for me since I did not hang on to my store receipts. I am very upset and disappointed as a customer because I love ********************** clothing but the credit I was issued was very small and I cannot replace the defective gear that I sent in. I would like a more reasonable credit issued to me so I can replace my defective items.

  Business Response

  Date: 06/19/2025

  We appreciate the time you've taken to speak with us regarding your inquiry. If you have any additional questions or concerns, please feel free to contact customer care. - SH

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am filing a complaint against prAna for refusing to honor the lifetime warranty that was clearly advertised when I purchased Mojo Shorts (Order #********* on 5/31/2021).At time of purchase, prAna promoted a lifetime warrantya major factor in my decision to buy multiple items. In 2023, they changed to a 3-year warranty. This occurred two years after my purchase, but prAna retroactively applied this new policy to deny my claim.When I pointed this out, they changed their reasoning. Instead of the expired 3-year excuse, they claimed the damage (a small hole caused while following their own drying instructions) was not covered under warranty at all. This shifting explanation suggests they are searching for justifications not to stand behind their product.The warranty process itself is also flawed. My claim was routed to a no-reply address and closed without recourse. I had to reopen the issue manually and persist through multiple contacts.This reflects false advertising and deceptive practice: using the lifetime warranty as a sales tool, then refusing to honor it, and changing the denial rationale when challenged. They offered no replacement, no repair fabric, no store credit, no remedy.Requested resolution: I request that prAna (1) replace the item, (2) provide repair fabric, or (3) offer store credit matching the original purchase (approx. $59). These are fair options under the terms in effect when I bought the product.Please hold prAna accountable.

  Business Response

  Date: 05/28/2025

  We appreciate you taking the time to speak with us! If you would like to further discuss any options you may have, please feel free to reach out.

  -SW

  Customer Answer

  Date: 05/30/2025

  prAna has now responded to my complaint not with a resolution, but with more of the same evasiveness and excuse-making I initially reported.
  
  After acknowledging my warranty claim, they once again denied responsibility, citing normal wear and tear even though the damage occurred while following their own care instructions (tumble dry low). This is the third justification theyve offered (after initially claiming it was beyond their new 3-year policy, and then later shifting blame to the nature of the damage).
  
  They are unwilling to honor the lifetime warranty that was clearly in place when I purchased the item in 2021, and instead continue to retroactively apply new rules and redefine terms to avoid responsibility.
  
  Their so-called resolution? A $27 re-purchase offer and free shipping essentially telling me to buy the shorts again instead of standing behind their product or warranty. That is not accountability. That is not customer service. That is a company hoping its customers will quietly go away.
  
  This experience has confirmed what other consumers are reporting across platforms: prAna no longer cares about its customers, and their warranty is only honored when its convenient for them.
  
  I consider this issue unresolved, and prAna has completely failed me as a customer.

  Business Response

  Date: 06/02/2025

  Hi *****, 

  Thank you for working with us on this matter. After a comprehensive review, we regret to inform you that we are unable to provide an alternate resolution at this time. 

  -SW

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  False advertisement, pretending that exchanges are free (no shipping) as they always have been, even for a Pro Acccount holder. I got charges $8 each way (even though it said free) even on the emails I received when I sent the items back. When I contacted customer service (by email), they told me to go look at the website FAQ regarding Pro Accounts. I looked and didnt find any info, so contacted chat support. They told me that they hadnt updated their website with this info. I never got an email about policy changes and ended up paying an extra $16 (on top of the initial $8) for two shirts that are not even worth the discounted price. I want my $16 back.

  Business Response

  Date: 05/05/2025

  We are sorry that we were unable to connect with you. If you still need assistance, please contact customer care. 

  Customer Answer

  Date: 05/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I did not get the $16 back, I am no longer interested in pursuing this complaint. Not worth my energy, so I guess the complaint is resolved.
  
  Regards,
  
  ******** *****
  
   
  

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  O/a Saturday evening, 15 March 2025, I submitted an on-line order with Prana Clothing for a pair of pants, and paid with my Apple Card. Immediately upon submitting my order, I noticed that the shipping address was incorrect, and contacted Prana to correct it, but Prana ************* was closed for the weekend. When I finally did reach a human being at Prana, they told me they were unable to correct the shipping address. They further tried to tell me that the carrier would return the order to Prana given that I was no longer at that address. I know to a dead certainty that the carrier will not do that, and told Prana so. In another call I made to Prana, I asked ***, on a recorded line, to please alert the carrier to return the shipment to Prana. *** refused to do that, told me to contact the carrier myself. *** asserted that if my parcel went astray, I would still have to pay Prana. As a last resort, I called Apple Card to dispute the charge. ***** Card is now investigating. Upon reading through the BBB complaints on Prana, there seems to be a distinct pattern of Prana indifference to solving problems with an order. Their claims of helping are risible, their assurances to the contrary, not withstanding: At Prana, your satisfaction is our highest priority. we strive to make every transaction hassle-free, and are to help you should you have any questions about your order, return, or exchange.

  Business Response

  Date: 03/18/2025

  Thank you for taking the time to speaking with us today about your experience and working towards a resolution. - **

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order for pants and a shirt (order: *********). As soon as I placed the order, I did a webchat with Prana and said they didn't add the 15% birthday month savings like they were supposed to. They refused to add it. When the pants arrived, I saw they were polyester, which creates microplastics in our environment with every wash and dry. I initiated a return on them. While I was at it, I initiated a return on the shirt as well. My plan was to re-buy the shirt before the end of February when I could ensure Prana applied the 15% off. Prana issued a refund on the jeans right away. Prana never issued a refund on the shirt. It should have been processed at the same time, since they were in the same return package. I can't purchase the shirt because Prana stopped selling the shirt and its sale is over anyway. My 15% off expires today, but I'm not placing a new order until the return for the shirt is processed. Even better than a return on the shirt would be if Prana just sent the shirt back to me instead of returning it.

  Business Response

  Date: 03/04/2025

  We attempted to speak with the customer to reach a resolution and were told that they do not wish to speak with us. If they require further assistance, please contact customer care. - S

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Dirty old used clothes were send to me when I purchased new clothing. Prana will not work with me for a refund.

  Business Response

  Date: 02/26/2025

  Thanks for working with us on a resolution!

  Customer Answer

  Date: 02/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 three pairs of mens pants from prAna on December 16th. Upon ordering, the prAna website said the package would be shipped in 2 to 3 business days. On December 19th I got an email stating a shipping label had been created for the package, but that *** had not picked the package up yet. I checked the tracking information frequently and the package never shipped. I called prAna on December 23rd, and was told there was nothing that could be done about the package until after 14 days. I contacted someone else from prAna on the 27th regarding the package and was told nothing could be done until after the 1st. I contacted someone yesterday regarding the package, figuring it has been lost, and was told it would have to be further investigated and would have to be passed on to a different team. PrAna has refused to give me a refund until after the investigation, and refuses to ship a new package with the pants ordered. To receive the pants, I would have to reorder and pay for them again, with no guarantee of ever receiving a refund for the pants I already ordered that have been lost. Now, I am seeing this is a reoccurring problem with this company and wish I had never ordered to begin with. I really wanted to love this company seeing as there are not many options for climbing/hiking clothes, but considering there clothes definitely arent cheap and it seems they often lose packages and do not own up to their mistake but instead punish the customer, I will not be shopping here again.

  Business Response

  Date: 01/15/2025

  We are sorry to hear about the issue encountered on your order. We have contacted you and believed to have resolved your inquiry! Please let us know if you have any additional questions or concerns. Have a great day!
  -S
  

  Customer Answer

  Date: 01/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The company sent me the pants they had in stock that I had ordered, and gave me a partial refund for the pair they no longer had in stock. I have received the partial refund and got a notification that the pants have been shipped! I appreciate everyones help! 
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:12/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ISSUE #1: Order ********* was supposed to be delivered in November. Now, the tracking says, "Seller requested shipment to be returned." Why did Prana request it to be returned to them? This order needs to be delivered.ISSUE #2: The pocket broke on my jeans (RN ******). I e-mailed Prana and told them it's from order, *********. Prana said it's from order *********. Prana refused to do anything. Considering how much they were, the stitching in the pocket shouldn't have come apart. Send me a return shipping label for the jeans and issue a gift card or something.

  Business Response

  Date: 12/20/2024

  We are very sorry that we have been unable to connect with you over the phone. If you need further assistance, please reach out to customer care. -S

  Customer Answer

  Date: 12/20/2024

  Order ********* was supposed to be delivered to me.  When it didn't arrive, I looked up the tracking progress on ******'s website.  OnTrac's site said, "Seller requested shipment to be returned."    
  
  I did a webchat with OnTrac.  OnTrac confirmed the shipper, Columumbia Sportswear, requested the package to be returned.  The ****** employee further said it couldn't be delivered to me, because it was already returned to the sender.  Prana is now saying it did NOT request to have the package returned.  When I e-mailed OnTrac, they said it wasn't true that the package was already returned to Prana, that they still had possession of it and would deliver it the next day.  OnTrac told the Better Business Bureau, "Your package was returned per our three-day hold policy and your seller agreement." (See attached letter).  That is a lie.  A 3-day hold didn't apply, since they never attempted to deliver it.  When they delivered the package from "issue # 1" above, they just left it at my door anyway, so the 3-day hold argument makes no sense.  OnTrac's story keeps changing.  OnTrac cannot even keep its lies straight.
  
  On 12/20/24, I e-mailed with ****** at Prana.  He said OnTrac returned the wrong package (They returned order ********* instead of order *********), so the story about why it wasn't delivered changes yet again.  I told him to send out the order.  He refused.  He is unprofessional and incompetent.  
  
  What's the status of me getting order *********?  Incompetence on Prana's part does not constitute an emergency on my part. 
  

  Business Response

  Date: 12/23/2024

  Thanks for working with us an a resolution. - S

  Customer Answer

  Date: 01/02/2025

  Only half of the original complaint is resolved.  Prana didn't address the issue of the jeans.  The pocket broke on my ****** jeans (RN ******). I e-mailed Prana and told them it's from order, *********. Prana said it's from order *********. Prana refused to do anything. Considering how much they were, the stitching in the pocket shouldn't have come apart. I returned the jeans via *** tracking number, 1Z0219YV9091767616.  What is the status of the refund?

  Business Response

  Date: 04/15/2025

  In response to ********, Mr. ******** has been taken care of on our end. He was issued a merchandise credit on 1/30/25.

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed an order on October 8 for standard shipping 4-6 business days. My package was tracked and was supposed to be tendered from one delivery carrier to another on October 10th in 1-3 days. It is now October 30th, and Prana is "investigating the issue" but will not issue me a refund until their investigation is finished so they are holding my money but have provided nothing in exchange for it, and this is absolutely unacceptable.

  Business Response

  Date: 11/04/2024

  Hello ****,
  
  Thank you for speaking with me today! Again, I apologize for the experience and hope that the feedback you have given can give us some additional choices in these cases. 
  
  We truly appreciate the time you've taken to provide us with feedback. I can assure you we will pass this on to the appropriate team here.
  
  Please let me know if you have any further questions or concerns and I will get back to you as soon as possible.
  
  Thank you again for your time. 

  Customer Answer

  Date: 11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********
  
   
  

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on the ************************** website for three pairs of pants. The regular price ($95 each) was crossed out and $47.50 was shown. This is with the specific style, size, color, etc. that I selected and ordered. I was charged the full price amount. The attached screen shots from the prana website clearly show that the price was $47.50 per pair. Prana needs to refund $142.50 which is the difference overcharged from the advertised price.

  Business Response

  Date: 10/24/2024

  Thanks for taking the time to speak with us today! - R

  Customer Answer

  Date: 10/24/2024

  Nothing offered by the business. Business refuses to admit their false or misleading advertising of pricing. Complaint is not resolved without the half refund already requested. 

  Business Response

  Date: 10/25/2024

  Thanks for taking the time to speak with us about your experience. If you have any additional questions, feel free to contact customer care. - R

  Customer Answer

  Date: 10/31/2024

  The business offered no remedy at all. The false/misleading advertising has not been addressed. 

  Business Response

  Date: 04/15/2025

   When we spoke with the customer on the phone on 10/25/24, we explained that the colorway they were selecting to purchase was not part of the promotional pricing and would not be honored.

  Customer Answer

  Date: 04/16/2025

  Their explanation does not align with the way their website works and is very misleading. We've already went through this with them and they said they would make no exception or credit the difference. The specific size and color was selected that I ordered and it showed the sale price, but they charged me the full price. It doesn't get much simpler then that. It's misleading marketing and sales practices, intentional or not. They need to fix their website if it's truly a website issue, but even so, they should make the price adjustment.