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Business Profile

Clothing

PacSun

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for PacSun's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 204 total complaints in the last 3 years.
    • 79 complaints 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:06/27/2025

      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.
      This was my first time ordering from PacSun, and unfortunately, it has been a frustrating and disappointing experience. I placed an order that included multiple items, but when the package arrived, one of the main items, a pair of ****, was missing.I contacted PacSun customer service right away, expecting a quick resolution. Instead, I was told they would not be issuing a refund for the missing item. I explained multiple times that the jeans were never in the package, but they refused to take responsibility or provide any proof that the item had actually been shipped.This is completely unacceptable. I paid for an item that I did not receive, and PacSun is refusing to refund me. This is not just bad service, it's unethical. As a first time customer, this experience has left me with zero trust in their company.

      Business Response

      Date: 06/27/2025

      Hello Rodrigo,

      Sorry to hear you feel your concern was not handled appropriately.

      In reviewing your shipment details, the jeans were shipped with a purple top.  Package weight on that shipment from our end was 1.7 lbs and the carrier's delivery weight matched that amount.  Based off the package weight and our records, we do believe the jeans were included in the package at the time of shipment, as the ruffle top would not weigh that amount.

      We did provide alternatives for a refund or replacement, which were to file a police report or dispute with PayPal (not guaranteed).  Given the above details, we would need to hold to those alternatives at this time.

      Regards,

      Pacsun Customer Service

    • Initial Complaint

      Date:06/25/2025

      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.
      Has a sign that states "Buy one get one free" on men's swimwear. Employee first said it was "buy one get 50% off the second one." This was not true as I looked at the sign. The store refused to honor the sign. The very young Manager couldn't even tell me which shorts that sign applied to.This is clearly false advertising. Manager has no understanding of the sign or the policy.

      Business Response

      Date: 06/26/2025

      Hi Nora,

      Sorry to hear the promotion was not honored in-store.

      Please contact our Customer Service team at https://www.pacsun.com/help?a=Contact-Customer-Service---id--Q72ON5ZWQh-tNsyx0hkNJA for further assistance.  If a purchase was made, we recommend sharing a copy of your purchase receipt.  Additionally, if you have any photos of the signage you're referring to, that would be helpful.

      Regards,

      Pacsun Customer Service

    • Initial Complaint

      Date:06/21/2025

      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 am filing a complaint against Pacsun regarding a defective product purchased at their ***************** store and the unsatisfactory response from their staff. On June 19, 2025, my daughter bought a **** **** yellow V-Neck Top for $18 plus 10.5% sales tax, totaling $19.89. Pacsun is her favorite clothing brand, and she was excited to wear this item to a friends birthday party. However, after gently washing the top before its first use, the bright yellow color faded significantly, making it unwearable.On June 21, 2025, I visited the store to request a refund or store credit for the faulty item. The store manager, *****, refused to offer any resolution, stating that Pacsun does not address issues with washed items and that it was our fault. I explained that the product was defective, as a quality garment should withstand a gentle wash without losing its color, but she dismissed my concerns and directed me to contact customer service without further assistance.This experience has left my daughter deeply disappointed and has shaken her trust in Pacsun, a brand she has long supported. I am seeking a full refund or store credit for the $19.89 paid to restore confidence in the company and prevent her from switching to other clothing retailers. I request that the BBB investigate this matter to ensure Pacsun addresses defective products and improves their customer service practices.

      Business Response

      Date: 06/23/2025

      Hello Maxim,

      Sorry to hear the item faded after only one gentle wash and that the store location was not able to assist you.

      Please contact our Customer Service team at [email protected] and we'll be happy to assist.  Please be sure provide a copy of the purchase receipt.  While we'll be unable to process a replacement, we'll be able to issue a refund or issue store credit, which is redeemable in-store or online, for the damaged item.

      Regards,

      Pacsun Customer Service

    • Initial Complaint

      Date:06/13/2025

      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 placed an order on PacSuns website and was unable to use my $25 reward due to an automatic promotion being applied. I contacted PacSuns customer service before placing the order and was told that although the system wouldn't let me apply the reward, I could still receive the $25 refund after the order shipped.I asked the agent twice to confirm this and was told "yes" both times, and they said the conversation was documented. Based on this promise, I went ahead and placed my order.After the order shipped, I contacted PacSun again to request the $25 refund as discussed. I even attached screenshots of the original conversation where the refund was promised. Despite this, PacSun responded and said they would not honor the refund.I feel completely misled and frustrated. I made the purchase because I trusted their customer service and had clear written confirmation of what they told me. I am requesting the $25 refund that was originally promised.

      Business Response

      Date: 06/14/2025

      Hello *******,

      As mentioned in your other BBB claim, we've issued a $25 refund for this order and $15 for the other order.  Please refer to the response in the other claim for how we'll handle your inquiries moving forward.

      Regards,

      Pacsun Customer Service

      Customer Answer

      Date: 06/14/2025


      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:06/12/2025

      Type:Delivery 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 placed an order on and was told by a customer service agent that I would be refunded $25 after my order shipped, since my rewards couldnt be applied at checkout due to another promotion. I asked twice to confirm this, and they said yes and told me the chat was documented.After my order shipped, I followed up and they refused the refund, even though I showed them screenshots of the chat where they promised it.This is misleading and unacceptable. I am requesting the $25 refund I was promised.

      Business Response

      Date: 06/13/2025

      Hello *******,

      Sorry to hear this was not handled to your satisfaction.

      In removing your information, we located two separate transactions in question, which are under different email addresses: order #********* ($15 in rewards) and order #*********  ($25 in rewards).  As of this response, both orders have been refunded their respective amounts in rewards and the rewards deactivated from you accounts.

      Please note, we have advise previously of the reward program rules, specifically the ability to redeem $25 in 30 days only, and that awards expire after 45 days.  We've accommodated prior requests to convert the awards in gift cards, but as previously stated, future requests would not be granted.

      Please allow 3-5 business days for funds to your account for each order.

      Regards,

      Pacsun Customer Service

      Customer Answer

      Date: 06/18/2025


      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:04/19/2025

      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.
      On April 3, 2025, I placed an order through PacSuns website (Order #*********) with a total value of $291.83. The order was split into two shipments. One package, containing one item worth $53.55, was delivered and received without issue. However, the second package, which contained seven items totaling $238.28, was marked as delivered by ***** on April 8, 2025but I never received it.I have reached out to PacSun multiple times to resolve this matter. Unfortunately, they are refusing to help unless I file a police report. As a minor, I am not legally able to do that without a guardian, and I am not comfortable involving law enforcement for a missing package, especially when I had no control over the shipping process. PacSun has also suggested I file a bank dispute instead, but that can take a long time and I urgently need either a refund or the missing items.I feel that it is unreasonable and inappropriate for a large company to place the burden of a police report on a minor for a lost package. The issue lies with their shipping partner (*****), and it is not the customers responsibilityespecially a minorsto fix it through legal steps.I am simply asking for a fair resolution. I either need the items I paid for or a refund of $238.28. I hope PacSun will do the right thing with BBBs assistance.

      Business Response

      Date: 04/21/2025

      Hello *******,

      Sorry to hear you did not receive your package and that you do not feel are policies align with how you believe your situation should be handled.

      In reviewing the tracking information, it does appear to be clear that the package was in fact delivered to your doorstep based off the delivery photo from FedEx.  As the merchant, we're going back off the carrier delivery confirmation, and in this case, the photo delivery confirmation as well.

      Given the above, we would be sticking firm to our policy of requiring a police report or dispute to be filed.  For the police report, a guardian should be able to assist.  For a bank dispute, please note this does not guarantee a refund.

      Regards,

      Pacsun Customer Service

    • Initial Complaint

      Date:04/16/2025

      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 am extremely disappointed with the lack of response and accountability from PacSun. I contacted them 13 days ago regarding two missing items from my order #*********: the PacSun Red Brushed Plaid Jacket and the PacSun Gray Blouson Jacket. These items were not included in my packages.I immediately called and emailed PacSun to report the issue. I was told I would receive a update within one daythat never happened. I even followed up through email, yet I still have not received a refund or any update whatsoever.What makes this situation even more frustrating is that the missing jackets are now out of stock, so I can't even reorder them. Ive been patient and given PacSun more than enough time to resolve this, but at this point, the silence is unacceptable. I feel ignored, dismissed, and extremely frustrated as a paying customer.All I want is the refund I am owed for the missing items.

      Business Response

      Date: 04/17/2025

      Hello Brayan,

      Apologies this was not handled in a more timely fashion.  Typically in scenarios such as yours, we do complete validation internally, along with the carrier to confirm if the package was mispacked.  For your order, it does appear there was a processing issue as the weight internally versus the carrier weight were off.

      The items, as you mentioned are out of stock, so a refund was processed for $123.30.  This will be submitted to your bank this evening and should post to your account in 3-5 business days.

      For the delay and inconvenience, we'll also be sending you a $25 eGift Card which is redeemable online or in-store.

      Regards,

      Pacsun Customer Service

      Customer Answer

      Date: 04/17/2025


      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.


      Regards,

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

       


    • Initial Complaint

      Date:03/08/2025

      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.
      one item of the items in the order was delivered two months after it was shipped. i called and was told I could return it and the $10 return fee would be waived. when I got the refund the $10 was not waived. I called and was told due to "system issues" I couldonly get a store credit, not a creidt back to my credit card. then i said ok then send a check. i was sent an *** W-9 form that would require me to E-MAIL my SSN. what is wrong with you guys? stop wasting my time. I want a refund of $10 back to my card like a normal store would do. You have lost me as a customer.

      Business Response

      Date: 03/09/2025

      Hello ******,

      Apologies one item was delivered late and the refund process has not been seamless. Unfortunately, we're unable to issue a partial refund for $10 via our standard processes, hence the e-Gift or check being offered.

      We will revisit internally to see if there's is a different way we can trigger the refund to avoid the W-9 being filled out so a check is issued.  

      Please expect a follow up by end of day Monday, 3/10.

      Regards,

      Pacsun Customer Service

    • Initial Complaint

      Date:02/07/2025

      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.
      Dear PacSun,In November, I placed an online order with PacSun and later returned some items. By mistake, I included a Nordstrom item in the return package. When I contacted customer service, I was told to return the PacSun items first, and then my ********* item would be sent back to **** followed these instructions and returned the PacSun items in early January. However, despite multiple follow-ups, I still havent received my ********* item or any update. This has been very frustrating.I expect PacSun to resolve this issue as soon as possible. Please let me know how you plan to handle this.Looking forward to your *************,*****

      Business Response

      Date: 02/12/2025

      Hello *****,

      Apologies this has taken so long to resolve and for the delayed response.  Unfortunately, we had a communication gap between the **************** and warehouse teams.

      We can confirm that our warehouse has shipped the *********'s items back to you with UPS tracking #1ZGH62350342381150.

      Regards,

      Pacsun ****************

      Customer Answer

      Date: 02/14/2025


      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,

      N N

       

    • Initial Complaint

      Date:01/26/2025

      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.
      My order had not arrive and after weeks of not responding I contacted again and they just told me to contact the police to report a stolen package even though they simply did not give me the items I paid for. There were no signs of theft on my property with security cameras.

      Business Response

      Date: 01/27/2025

      Hello Kira,

      Apologies the **************** team did not correctly follow up with you shortly after their last response to you on December 16.  When you followed up with on January 2, we did reply back January 5 that we would have to stick with company policy and needing to have a police report filed and validated before a refund or replacement was issued.

      Once the above has been provided, we can proceed with issuing a refund for the missing package.

      Regards,

      Pacsun ****************

      Customer Answer

      Date: 01/27/2025

      hello, I stated that you had requested a police report, however as i stated there was no signs of theft, i have cameras on my property and I would know. The package was incorrect on your end.

      Business Response

      Date: 01/27/2025

      Hello Kira,

      We understand your statement, that said, we'd still require the police report before proceeding.  Our records indicate the package was successfully delivered with all the required items.

      Regards,

      Pacsun Customer Service

      Customer Answer

      Date: 01/30/2025

      I spoke with the non emergency line and they told me if no signs of theft they will not file a report.

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