Complaint Details
Pajar boots were purchased from Hudson Bay in Dec 2020 for approx $500. Worn very little last winter and when I brought them out to wear this winter I noticed the logo had come off the side and left a hole in the suede. The boots were brought back to The Bay who said the issue would have to go to the manufacturer. On Dec 8,2021 I emailed the manufacturer with photos. I received a reply the next day that replacement logos would be sent out and I could bring it to a shoemaker for repair. I had hoped to not incur any further costs and inquired about them doing the repair. There were several email threads with Alicia and Andrea from customer service and I was told several times they were discussing the repair with their shoemaker and would get back to me. They never did and when I finally did get another response I was told their shoemakers were too busy and I would have to take care of it myself. This whole process took approx 2 months and I was still no further ahead. They had my mailing address since that original email on Dec 9th and I had received no logos so I thought there was a plan in place to have the boots repaired by Pajar. There were several other emails in which I was told that they were speaking to their shoemaker regarding the repair. I continued to get no response and I continued to reach out. Eventually I was told that because the boots were purchased from a third party and passed warranty, there was nothing they could do. I reiterated my concerns with the defective boots and the months of useless back and forth communication. Finally on Feb 25th I was assured the logos were on the way yet they never arrived. This was my 3rd pair of Pajar boots which I purchase because they were known for warmth, quality and comfort. It seems their standards have dropped and their customer service is a disgrace. As it turns out, the logo came off the other boot just a few days ago leaving a hole in the suede of that boot as well so now both are defective. I have tried several more times to get replacement logos and only ever receive nonsense replies like that they were coming from Montreal and could be delays. Cmon, I live in Ottawa and it is now Mar 10 and they are still not here. There is nothing more frustrating than feeling ripped off and lied to. Thanks Pajar for putting profits over people!

Update March 15-- With no responses to recent emails, I tried messaging them yesterday using my other email address. Lo and behold I did get a response telling me that the logos were sent to me not once, but twice and that if the courier did not get them to me it was out of their control and must have been an issue with my address(LMAO). I have requested proof to support their claims and can pretty much guarantee that it is one more bogus response from Alicia. Here are her exact words... With that being said, we understand that you are not satisfied, but please be advised on 2 occasions, we have sent you the logos in order for you to install them.

"If you have not received them, this is something that is out of our control since the courier did not deliver you the logos.

All of our customers throughout North America have received whether it was logos, grippers, laces or keys except you.

It seems there's something happening with your address as to why you probably did not receive them, but that has nothing to do with our staff or the Customer Service that was provided to you.

If my review is able to convince at least one person not to buy from Pajar I will be happy.

The only reason I didn't place a review sooner was because I know they monitor and delete reviews wherever possible and I wanted to make sure I finally got my order finally dealt with.

I found a Pajar coat in a store near my house but decided to order online on the Pajar website since the same coat was 30% off, and saw that they only honour warranties for Pajar products bought directly from them.

Ordered the coat, credit card got charged and got an email saying my order was confirmed and id get an email when it was shipped. Their website said 24-72 hours, perfect. Almost three weeks later, my order still has not been shipped. There have been no responses to my numerous emails, their customer service number disconnects you EVERY time after 20 mins of "you are first in line, thank you for your patience" due to "technical errors". I found their head office number and called four times:
1st time: left a voicemail at reception, no reply
2nd time: spoke to a rep, she was very nice but said their was no record of my order as she could not find it in the system. I explained that I had been charged for it had had an order number, she said my order must have "fallen through the cracks" and would deal with this personally and would cancel the order. She gave me her email to send my order number and told me she would cc me in her emails to the distribution centre. I did as she asked, followed up a few days later as well, never heard back
3rd time: spoke to reception, she said the one person in the office was on lunch and I was told to call back. I asked if there was anyone else I could speak to and she said no because half of office wasn't in because of the weather
4th time (about two hours later): finally able to speak to someone and they cancelled my order. He stated he was in the process of cancelling my order because he had seen my messages through their Facebook (I messaged them almost every day for over a week). I got the cancellation email a few minutes after.

Anyways, this long review is basically my outlet for venting my frustration with the company. I would never blame a specific customer service rep even if they were super rude since I know it's not their fault but this was ridiculous. I had to contact them so many times and it was so difficult to get a hold of anyone. I was a happy customer and always enjoyed their product but honestly I would never buy a Pajar product again. Maybe I am a one off mistake however based on the other reviews as well as their Facebook (they delete all the negative reviews) I would guess that I am not. FYI their office number is *******067 in case anyone else needs it.