Complaints

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

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• 

  PacSun

  3450 E Miraloma Ave Anaheim, CA 92806-2101

• 

  PacSun

  3111 W Chandler Blvd Chandler, AZ 85226

• 

  Pacsun

  4802 Valley View Blvd Nw Ste Le195 Roanoke, VA 24012

• 

  PacSun

  3135 28th St SE # D105 Grand Rapids, MI 49512

• 

  Pacific Sunwear Stores LLC

  1025 Industrial Park Dr Ste 255 Smithfield, NC 27577-6046

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:12/31/2023

  Type:Sales and Advertising 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.

  purchase date 12/18/23 $415 spent with company I order two hoodies and two pair of joggers I did not receive my complete order Pacsun is telling me to file a police report and you can see from the ***** delivery only one item came. So now I have to waste my time to go file a report and I don't even have my clothes

  Business Response

  Date: 01/01/2024

  Hello *******,

  After reviewing further, it appears this was a shipping issue on our end.  Apologies this was not handled correctly sooner.

  Our **************** team will be reaching out over the next day or two to provide options.

  Regards,

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

  Pacsun Sr. ******** User Experience

• Initial Complaint

  Date:12/04/2023

  Type:Order 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 never received the egg shell full size hoodie from Order #*********, online chat CS said the only way could the process of refund or replacement was send the police report about this missing item. I pointed out the photo shows delivered package by ***** was blur and there was no bag i could locate. I was shopping on other website as well and it was the first time that with missing an item worth under $50.00, customers are required to get police report by their policy. Just waste time and not helpful and inconvenience.

  Business Response

  Date: 12/04/2023

  Hello ****,

  Sorry to hear you were not able to locate the second shipment on your order.  To confirm, ***** delivered to the same address your initial shipment was delivered to.  Our policy does require a police report to be filed in the event the carrier indicates delivery, and the recipient is stating non-receipt.

  If you would like to discuss further, please feel free to reach out to me directly at ***********************************.

  Regards

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

  Pacsun Sr. ******** User Experience

• Initial Complaint

  Date:11/30/2023

  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.

  The company Pacsun sent out a text message stating that they were offering 40% off of ANY 1 regular priced item. When attempting to purchase a regular priced item using the link that was included, no promo code area was found and the item was purchased thinking that maybe it would be applied after hitting proceed. The item was not discounted and so i contacted Pacsun directly. I was told that the item i purchased was excluded from the discount. I explained to them that their notification stated that any item was to be discounted and there were no mention of exclusions on the text that was sent. These companies should not be allowed to get away with these kind of deceptive practices and need to be held accountable. They should honor the discount or be penalized for the deceptive practice's.

  Business Response

  Date: 11/30/2023

  Hello *****,

  Apologies that the *** did not specify there were exclusions to the promo code.

  In reviewing your order history, I see that your also contacted ***************** who explained similarly, and you requested to cancel your order.  If you'd like to reorder, I can help facilitate a refund for the 40% once the order ships.  Our promo codes do restrict applying to items such as Fear of God Essentials, so I'm unable to supply a code that will provide the same offer, but again, I can honor the ************* shipment if you'd like to reorder.

  Additionally, I've called this out to our marketing teams to specify exclusions on the ***.

  If you'd like to proceed with my proposed option, please reach out to me directly at *********************************** and simply reference your BBB claim.

  Regards,

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

  Pacsun Sr. ******** User Experience

• Initial Complaint

  Date:11/30/2023

  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 was given a gift card. While making a purchase I was kicked off the app before completing the transaction. When I went back in to finish making the purchase my gift card balance was $0. I called and customer service said there was a hold placed on the gift card and it would be released in one business day. 4 business days and 3 more calls to customer support later my card balance still says $0. They have told me it would be taken care of over and over again and I still cannot make a purchase with this gift card. **************** really doesnt know what they are doing. They put you on hold before gathering any information. They are clueless and I dont know what else to do.

  Business Response

  Date: 11/30/2023

  Hello *****,

  Apologies this was not handled in a timely fashion.  I do see that **************** was able to remove the pending hold on your card earlier today, Thursday, 11/30/23 and that you also placed a successful order with your gift card today as well.

  If there are still outstanding issues with your card, please feel free to contact me directly at ***********************************.

  Regards,

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

  Pacsun Sr. ******** User Experience

  Customer Answer

  Date: 11/30/2023

  
  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:11/27/2023

  Type:Sales and Advertising 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 and paid with PayPal. I called today because I never received a confirmation email and was told there was a different email and different address under my name and if I cant provide my information then nothing can be done. I had stated that I have the PayPal invoice id and transaction id and there is only one email and address under my name so I cant provide an incorrect one. Then I was told all of a sudden that an order was found but I didnt provide an email thats why I didnt get a confirmation but it would be fixed. Then all of a sudden my name and address could be verified and I was given order# *********. I was told that next time I place an order to provide an email which I didnt under How an online order can be placed without an email address. This all does not sound correct to me and I still cant get an order status with the order# provided and after reading reviews this does not sound right at all. Would like my order to show and even show up on my account order history which I was signed into when I placed the order. Sounds very suspicious from when I contacted customer service and now reading reviews.

  Business Response

  Date: 11/28/2023

  Hello ********,

  Sorry to hear you had a confusing experience when contacting Customer Service.  I'd like to confirm the order # provided, ********* is in fact correct.  I'm unsure why, but the agent was correct, an email address did not flow down into our system for some reason, but I'm able to see your email exists in PayPal.  In addition to this, the shipping address matches what's attached to your PayPal account.

  Unfortunately, since our order tracking services and order/email confirmations are email address dependent, the systemic way customers can track their order will not be available to you.  As of 7:15AM PST on 11/28, your order is still in processing.

  Feel free to reach out to me directly over the next several days so I can provide a tracking link once the package has shipped.  I can be reached directly at ***********************************.

  Regards,

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

  Pacsun Sr. ******** User Experience 

  Customer Answer

  Date: 11/28/2023

  
  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:11/25/2023

  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 ordered clothes from them on November 18th. They were delivered to my apartment on November 24th at 9:39am. I came back from vacation to my apartment on November 25th at around 4pm and went to the mailroom to grab my package. It was not there. I checked the mailroom, mailbox, emailed my landlord, wasn't at my apartment doorstep. I contacted customer service about my stolen package because I could not file a claim to ***** since it was a ***** Smartpost delivery. When I contacted customer service, they told me that someone had attempted to return my items at the local PacSun store with no receipt and no original payment method. They said that the "return was on hold" and they would escalate it and get back to me on the next business day. I have another vacation that I am going on next week and I can't afford to wait another six days for a package. They refuse to give me a refund or give me back my clothes because they have to escalate it. I am flabbergasted and upset at their terrible business practice and so disappointed!

  Business Response

  Date: 11/27/2023

  Hello Camara,

  Sorry to hear you had issues with your package.  Your initial contact to us regarding this issue was made on Saturday, 11/25.  A business day had not passed for us to correctly research the order and try to piece together what may have happened.  As the merchant, we cannot control if someone took your package.  We do see a refund was processed in-store for 4 of the 5 items.  Identification is not required to process a refund.  The customer would just need the packing slip/invoice that comes in the package and the original method of payment, or the store will refund to a gift card.  We're currently researching the return transaction to determine next steps on how to handle internally.

  We have refunded your original purchase for $65.40.  The refund will be submitted to your card company this evening and will post to your account within 3-5 business days.

  Should you have any questions or concerns, feel free to email me directly at ***********************************.

  Regards,

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

  Pacsun Sr. ******** User Experience

   

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising 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 visited this location on 11/19/23, **************** in ******. In the store there's banners everywhere "buy one, get 2nd 50% off everything". I purchased 6 items and alerted the rude saleperson that the 2nd item should be 50% off. I was told not all items are on sale. Only 2 items were on bogo sale. My complaint is that it's false advertisement to the consumers that everything in the store was 50% off on 2nd item.

  Business Response

  Date: 11/22/2023

  Hello ******,

  Sorry to hear you did not receive the promotional discount you were expecting.  Please note that there is fine print on *********** inside the store which specifies that certain exclusions apply.

  As a courtesy, we can honor the promotional discount on one additional item.  I'll have someone from the **************** team reach out to assist.

  Regards,

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

  Pacsun Sr ******** User Experience

• Initial Complaint

  Date:11/19/2023

  Type:Sales and Advertising 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.

  The store had signage in multiple locations advertising buy one get one 50% off EVERYTHING with a disclaimer in unreadable fine print excluding certain items. When we talked to the customer service representatives they claimed every section had tags if an item was excluded. We purchased 2 items that has no signage excluding the items, as can be seen in the photos. After discussing the matter with employees they just laughed and said they were unwilling to help.

  Business Response

  Date: 11/20/2023

  Hello *****,

  Sorry to hear you had a poor in-store experience recently.  From your photos, I'm able to read the fine print with no issues, so my assumption is in person, it would be legible as well.  That said, this should have been handled more professionally by the associates.

  We can look to see if we can honor the promotion retroactively if you'd be willing to provide us a copy of the receipt.  This can be emailed directly to me at ***********************************.

  Feel free to include any other information in the email you'd like.

  Regards,

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

  Pacsun Sr. ******** User Experience

• Initial Complaint

  Date:11/15/2023

  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.

  From:*********************** November 15, 2023 ********************************************************************************* *********************** ************** To:Pacsun *************** ************************************************************ ************** CC:PacSun **************** ************************************************************ ************ Re: **************** Complaint On 11/11/2023 at approximately 7:30PM, my daughter shopped at the Pacsun store at the ********** location. My daughter, whom is fifteen (15) years of age was at the location with her sister. My daughter purchased a sweater that she selected from the display inside of the store. During the time my daughter made the selection, there was no sign or signage, stating return/exchange limitation that were visible to her. My daughter approached the counter with the merchandise to purchase. During the time of the initial transaction, ny daughter was not made aware of any return/exchange policy regarding the item she wanted to purchase. The sales representative did not mention any return/exchanges policy limitations to my daughter during the time of checkout and there was no signage or sign made visible to my daughter at the time of purchase.On 11/15/2023 at approximately 7:04pm, my daughter, along with myself attempted to return the item because it was too large and was not a good fit. The cashier denied the return and told my daughter that the item was. Final sale and could not be returned or exchanged. I asked at what point and how was my daughter made aware of this policy prior to the purchase? The cashier stated that there are signs all over the store that states the policy. I looked around and asked the cashier if she could point out the signs she was referring to because I could not see any signs posted regarding policy. She pointed put an area where the sign should have been placed, which was invisibly placed behind the fixture. The are area did not have any sign at all and there was one sign at the register furthest to the right, that could not be seen if you were not being rang at that register. I asked the cashier if there was a store manager available to speak with to further discuss my concern. The cashier was reluctant to render the needed information to so I insisted on receiving a proper contact name to reach. The cashier reiterated that all of the cashiers mention to all customers that the items are final sale. I asked how does she know if the cashier forgot to mention it. I reiterated that the cashier failed to mention the policy during the time of the initial transaction and that my daughter should not be taking advantage of. The cashier finally informed me that her name was ******** (including that she is a manager) and stated that *****, the store manager was not present and she did not know a good time he could be reached.I believe that based on this experience my daughter had while doing business with Pacsun, was unprofessional, poor customer service, deceitful business practice and is scamming its customer by removing, strategically placing hiding signage from its customers intentionally to avoid and refuse valid customer transactions.Therefore, I am requesting that Pacsun fully reimburse and refund my daughter for her purchase in the amount of $60.00 for transaction **** reg 3 store 413 cashier ****** to rectify this issue immediately.

  Business Response

  Date: 11/17/2023

  Hello *******,

  Sorry to hear you had a poor return experience at our *************** store.  

  I have informed store leadership of your experience.  They are currently reviewing and should be reaching out to the phone # provided in your complaint in the coming days.

  If you haven't heard anything by early next week, please feel free to contact me directly at ***********************************.

  Regards,

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

  Pacsun Sr. ******** User Experience

• Initial Complaint

  Date:11/15/2023

  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 reached out to PacSun about missing items in my package first they said they would refund / reship then they did nothing to help me , they told me to file a police report which is insane being they are the merchant and Im a loyal customer also sent proof certain items didnt arrive , please help me , I paid with cashapp and they definitely wont help

  Business Response

  Date: 11/15/2023

  Hello ******,

  Sorry to hear you've had issues with your orders.  

  The two orders in question are ********* and *********.  For *********, your order was split into two shipments: the hoodie was delivered 11/7 and the t-shirt was shipped 10/30 and still in transit.  If you have not received it by the end of 11/17, please contact us 11/18 and we'll issue a refund or replacement for that item, as we can now consider it lost in transit.  For *********, the sweatpants were delivered 11/7.

  In both instances where the package was delivered, but you're stating you did not receive it, we do require a police report.  One of your screenshots specifies, "you may be eligible for a reshipment or refund."  A second key piece missing from your screenshots is text reading "Please allow 2 business days for the review of your order. We will reach out to you if we have any questions."  Because your order was not lost in transit, it was delivered, the police report policy does kick in and would be required in order for us to issue a refund or replacement for both orders in question where tracking shows the goods were delivered.

  Please feel free to contact me directly at *********************************** if you'd like to discuss further.

  Regards,

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

  Pacsun Sr. ******** User Experience

  Customer Answer

  Date: 11/15/2023

  I already told PacSun I havent received it and also the shirt has been sent out 2 weeks ago its lost in transit so I just want a replacement no money back just to be reshipped 

  Business Response

  Date: 11/15/2023

  Hello ******,

  We understand that you stated you didn't receive the hoodie or sweatpants.  ***** tracking for both packages does reflect delivered, so we do require a police report in order to process your request for a refund or a replacement.  

  With respect to the t-shirt, please refer to the initial response.  Clear instructions were provided on how to proceed if the t-shirt is not delivered by end of day Friday, 11/17.

  Regards,

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

  Pacsun Sr. ******** User Experience

  Customer Answer

  Date: 11/27/2023

  still havent received package