Alpacas are one of the softest and cutest animals out there. Their fur makes exquisite high quality products too so when I learned that there was a brand that made socks from alpaca fur I knew I wanted to try them. Not only is their fluff soft but it also has insulating superpowers to keep cool in the summer and warm in the winter. While I did read reviews and some people were unamused that the socks are not 100% alpaca made, it is still the main ingredient. I believe in transparency though and believe that the company should in fact make the percentages public on the website so people are not misled. It is smart marketing though as they are not technically promising all alpaca either so I get the reasoning.
At the bottom of this post you will find the video review for the socks from PACAS but here on the blog I wanted to share my review on their customer service/ order experience. Upon making the purchase I did as most of us do, checked the reviews where there were thousands of five stars raving about them. After that we purchased the socks for Christmas gifts, on December 4th. The website states a 2-7 business day turn around which meant it had plenty of time to get here by Christmas. By the second week we reached out to the company thinking it was merely a holiday slowdown that caused them to fall behind. Once the third week came and went with no reply from their “customer service team” I took to social media. At this point the thought that this company was a fake started to loom around.
The next step was to head to their social media accounts, Facebook, instagram etc. to message them directly. This is where the reviews were that were below the five stars of folks voicing similar issues. Some had success months later and other were forgotten. After spending $100 on socks one would expect a simple reply from the company to put their mind at bay. With no reply in sight I wrote to them via their socials since they appeared to keep posting to promote customers to buy. Why have a social team promote business you cannot keep up with though. It makes no sense to have a large base of customers if you cannot provide the services to the amount of people you are attracting.
Yet again no reply, by now Christmas and New Years had passed. I emailed the company and requested to cancel my order but still there was no reply. There was one option left, the Better Business Bureau. Pacas has a three out of five with most of the complaints filed getting solved. Instead of writing out a complaint I called the number and was told that I would be getting a refund. There was no real dispute as so many other customers had the same issue previously. Months later we had forgotten about the socks fiasco and suddenly they appeared at the door. To ask the company what had happened would be yet another frustrating matter as they had never replied to the previous attempts. We kept the socks and well they are great to say the least. My father loved his so much that we decided to create another order. This time we were ready to wait however long it would take now that we knew that they were in fact legitimate. However, within about a week the socks had arrived. This was at the end of February. My advice for those who are wanting to try this company is to do so but know that if you order near the holidays it may be a while. I never received a reply but I assume that the company got backed up after Black Friday sales and spiraled from there. My hope is that they have adapted and learned from it and are back and better than ever on the sales front.