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

• 

  Pacific Sunwear

  1245 Worcester St Natick, MA 01760-1515

• 

  Pacsun

  4802 Valley View Blvd Nw Ste Le195 Roanoke, VA 24012

• 

  PacSun

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

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:06/12/2023

  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.

  Hello back in March I believe was March 14,2023 I places 2 orders back to back for a hoodie and pants one was 95$ the other 90$. I did not receive those packages I checked the delivery photo and it was delivered to a different house I could tell by the steps and door it was not my house. I called Pac Sun and they told me to file a police report, which tbh I thought was crazy and I did not have the time as I was leaving the country. They were telling me that it was delivered and it was no longer their responsibility. I filed a dispute with my credit card company and after back and forth I am still responsible for the charges, even though from the photo I can clearly see it was definitely delivered to a different house. So I piad 195$ for nothing. I the consumer am responsible for an error on the delivery of my package its not fair.

  Business Response

  Date: 06/12/2023

  Hello ********, 

  Sorry to hear that the issues on orders placed back in March have still not be resolved.

  As you stated in the summary of your complaint, our policy does require a police report for packages that reflect as delivered but the customer is stating they did not receive it.  A secondary option, is to file a dispute with your payment provider.  Aside from providing high level order information and tracking information, we have no role in the decisioning process of the bank/credit card company.  Seeing that they did rule in our favor, we would still require a report in order to process a refund.

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

  Regards,

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

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

• Initial Complaint

  Date:05/18/2023

  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.

  My daughter who is a minor made a purchase with PacSun on 11/27/2021 Order#*********.Subsequently, we returned 3 items within the return period but have not yet received a refund.We have discussed many times with PacSun customer servicer over chat and email and they have acknowledged receiving the return but yet to issue a refund for the amount of $87.35 for items retuned.My last email from PacSun is below and we have not heard from them since then. I have attached a copy of the original order email, the return label and last communication email with PacSun.Thank you,***************************

  Business Response

  Date: 05/19/2023

  Hello ******,

  Apologies this has taken so long to resolve.  In reviewing your contacts, I do see the proper escalation was made yesterday to remove funds off a gift card that was issued systematically for $87.35, and refund back the credit/debit card used on the original purchase.  I have also sent a high importance email to our escalations team at the *********** to prioritize this.

  Please note, we'll be reaching out via phone and will need to capture your credit/debit card # and expiration date over the phone so we can manually process the refund.

  If you don't hear anything before the end of day, please feel free to contact me directly at ***********************************.

  Regards,

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

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

  Customer Answer

  Date: 05/20/2023

  Thank you for responding to my complaint.

  I received an email from PacSun customer service regarding a refund today but the office was closed when I called back and is not open until Monday.

  Would you please mail ** a check to the shipping address. I have also responded to the customer service email supervisor, ***** with my mailing address. This would be more efficient than trying to coordinate over the phone. Once a check is mailed, a tracking number would be appreciated.
  

  Please note that I do need a cash refund and not a gift card.

  Thank you,
  *************************

  Business Response

  Date: 05/22/2023

  Hello ******,

  A refund for $87.35 was processed to your Discover card ending in **** on Saturday, May 20 at approximately 9:24AM PST.  The refund was submitted to your financial institution that same day and the funds should post to your account in 3-5 business days.

  We believe this claim should be good to be considered as closed/sufficiently responded to, but if that is not the case, please contact me directly at ***********************************.

  Regards,

  *************************,

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

• Initial Complaint

  Date:05/09/2023

  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 went shopping with my son on Sunday 4/7/23 at the ********/***** location for vacation clothes. I was very disappointed with that visit. We saw that there was BOGO 50% signs all over the store. Also a sign with BOGO on the graphic tees. We got to the register with loads of items and nothing was included in the sale. The most disturbing part was one of the tables we shopped from had a sign BOGO but nothing was eligible. The assistant manager on duty was worthless. I asked for the manager and she was the only person there. I left a message on Monday for the Manager to call me but yet to hear back. Also, I asked the assistant manager to use a coupon and she said it was only good online but had a bar code to use in the store. Terrible representation of the store. Terrible and misleading signage. Literally we paid full price for our entire order.

  Business Response

  Date: 05/10/2023

  Hi *******,

  Sorry to hear the experience in-store did not meet your expectations.

  Please contact **************** via phone at ************ (Monday - Friday from 9AM - 1PM PST), chat by clicking the Chat With ** button on our website www.pacsun.com (Monday - Friday from 9AM - 5PM PST) or via email at ******************************************.  Please have your receipt details handy and we'll be happy to assist further.

  Regards,

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

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

• Initial Complaint

  Date:04/06/2023

  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 a order worth $552 worth of items my shipment kept changing multiple times how many items and which items were in which shipment after it was labeled as shipped my first two shipments were marked as delivered march 30 the first shipment had 9 items the second shipment had 1 item at this point I was just waiting on 3 more items in my last shipment which was stuck in ******* for almost a week on the 30th I only received my second shipment of one item I waited a few days to contact someone hoping my first shipment got mixed in with the 3rd shipment they told me it didnt to wait 24 hours and contact them if it had arrived it never did but my 3rd shipment did arrive that day with only 3 items so I waited until today just to make sure mine you I have only received around $30 worth of my items since the third shipment was free items for the items I ordered. Today is April 6th i got the run around by two more agents who offered no help and kept telling me I need a police report and accused me of lying about not receiving my first shipment. I love Pacsun and have shopped here forever but I will never give them another ***** of my money after speaking to those agents. I just want my money back so I can find a new gift for my boyfriend even if his birthday already passed. I reached out to the police since I have no other option according to the agents and they wont do a report because I live in apartments and someone else received it. I dont want to do a bank dispute even if it is my last options I know that will take months and Ill probably never get my money back anyways. Im beyond upset I lost. $500 of my hard earned money guess this is my ****** to never give Pacsun my business again. I even asked to speak to someone higher than the supervisor I was directed to *** and he wouldnt get me in contact with someone after I explained I dont want to go through the process of re explaining the whole situation all over again or get hung up on.

  Business Response

  Date: 04/07/2023

  Hello *****,
  

  Sorry to hear you have had issues with your order.

  To clarify, your order was split into three total shipments: 3 items shipped DHL with tracking #********************** (shipped 3/28 and delivered 4/4), 1 item shipped **** with tracking #********************** (shipped 3/27 and was delivered 3/30), and 9 items shipped ***** with tracking #********************** (shipped 3/24 and arrived 3/30).  The package shipped via DHL was the one that was stuck in ******* for a few days (3/31 to 4/4) before the carrier scans updated, it's possible it missed a scan along the way.

  Customer Service did correctly advise that for the ***** shipment, we do require a police report for tracking that shows delivered but the customer is claiming non-receipt.  If the police station you spoke with advised that's not possible, for whatever reason, we simply need the phone # and station you spoke to so we can reach out and validate.

  In reviewing your chat transcripts, I also could not locate anywhere that an agent accused of lying.  ********** report is a corporate policy for all non-receipt claims.

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

  Regards,

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

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

   

  Customer Answer

  Date: 04/10/2023

  i know when everything said it was shipped and delivered. i have that information. my point is that it kept changing what items were in shipments. im not sure how many times i can keep explaining that. no other company has given me such a hard time with my order or refund. the few times my packages have been stolen lost or damaged i have gotten help to make things right in less than a day. its been almost two weeks of trying to get assistance in making things right with this company.

  Business Response

  Date: 04/11/2023

  Hello *****,

  When an order is placed, the confirmation email does indicate orders with multiple items can ship out in different packages.  Once a package is shipped, the items inside said package cannot change.  As previously mentioned, the following is the breakout of each shipment: 3 items shipped DHL with tracking #********************** (shipped 3/28 and delivered 4/4), 1 item shipped **** with tracking #********************** (shipped 3/27 and was delivered 3/30), and 9 items shipped ***** with tracking #********************** (shipped 3/24 and arrived 3/30).

  For the ***** package you stated you did not receive, the Pacsun corporate policy would still require a police report to be filed and validate prior to us issue a refund or replacement, inventory permitting.

  Regards,

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

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

   

  Customer Answer

  Date: 04/17/2023

  the police report number is 2304028502. 
  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:04/01/2023

  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.

  Date of transaction: January 25, 2023 Amount owed: $70.29 Order #: ********* I placed an order for 2 hats online from Pacsun on January 25, 2023. Tracking said it was delivered on January 30, 2023 however after waiting several days after the initial delivery date, I still didnt receive anything. I searched for the package all over my apartment complex and looked in the mail room and apartment front office and still couldnt locate it. I contacted Pacsun customer service and they said they couldnt do anything for me so I told them I would contact my credit card company to file a dispute to get my money back. They told me to go ahead and do that so I did. Months later its April 1, 2023 and I was denied my dispute because Pacsun told them I received it. This is false because I am still out of my $70 and with no package!! This is unlawful and if I dont get my $70 Pacsun is going to be hearing from someone. This is unacceptable and essentially Pacsun is robbing me of my money. Do better. I need a full refund for my order that I never received.

  Business Response

  Date: 04/03/2023

  Hello ********,

  As shown in the attached, you were advised to file a police report, which is our standard protocol for instances where the carrier shows the package was delivered, but the customer is stating they did not receive anything.  Your response to that statement is attached and boxed in red.  Had a police report been filed, we would have refunded or replaced your items shortly after validating the report.  While a dispute is also an option, the agent did fail to communicate that a dispute doesn't necessarily guarantee the bank/card company will rule in your favor.  We supply the bank/card company all the info you as a customer have privy to, and they make an independent decision based off the info we've provided.

  If you would like to discuss further, please contact me directly at *********************************** and I'd be happy to discuss a one-time exception to the company policy.

  Regards,

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

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 04/04/2023

  
  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:03/22/2023

  Type:Customer Service 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 purchased an Essential t-shirt for my son one week ago. The shirt did not fit and I visited the store to return it. I was informed that the store did not allow returns for this specific product. I asked to speak to the manager who advised that this was the policy and there was nothing they could do. I inquired about how consumers were informed of this policy and the response I received is that its on the bottom of my receipt. The manager became defensive and informed me that the sales rep ******** informed me. I explained that this did not happen. The manager refused to provide his name. I requested the number to corporate and he gave me the number to customer service who advised that they could not assist with an in store issue. I then requested the information of the district manager and the manager advised that he could give me her contact information. He then stated that he would not because she would only give me the same information. I then asked for clarification on why he was refusing to give me the information. Another employee then advised me that I should calm down before he contacted security. I was never threatening or aggressive. Eventually I spoke *************** who advised that employees are not to give out their names because they have been threatened in the past. I then asked the district manager how consumers are informed of the stores no refund policy and she advised that its on the bottom of the receipt. I informed her that its confusing to me that a store would advise you of a return policy after the purchase is made. She then advised that there was a sign in the store. There is a very small sign in the store with small italic writingI would estimate the font to be pt. 11. When I shared this with her, she advised that I should call corporate to give this feedback. This seems deceptive. Not only was the customer service terrible but the store policy should be reevaluated.

  Business Response

  Date: 03/22/2023

  Hello Wynisha,

  After reviewing your statement, you've correctly been informed of the company police with respect to Fear of God purchases.  We can look to make the one-time exception, however, it would require mailing the product to our corporate office.  Additionally, the item must not be worn, tags must be attached, and the bag the item comes in must also be returned.

  If your item satisfies the above, please contact me directly for next steps at ***********************************.

  Regards,

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

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

• Initial Complaint

  Date:03/21/2023

  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.

  Order No: ********* Sales Tax $35.03 Order No: ********* Sales Tax $21.02 Order No: ********* Sales Tax $4.79 I was charged sales tax for all three orders. However, we dont have sales tax on clothes in the ******************.

  Business Response

  Date: 03/22/2023

  Hello ******,

  Apologies for any inconvenience this has caused.  I have confirmed with our ************** that you should not have been charged tax on any of your orders.  Refunds for the charged amounts have been issued against all three orders you provided.  We'll submit the refunds this evening.  For the two credit card orders, funds should be available within 3-5 business days.  For the Afterpay order, they'll receive notification of the refund real-time.

  If you have any additional questions or concerns, feel free to contact me directly at ***********************************.

  Regards,

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

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

• Initial Complaint

  Date:03/15/2023

  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.

  Order #********* Company:PacSun Amount:$95.99 I didnt receive my package because ***** shipped wrong address, I tried to contact PacSun, the customer service said I need to call police and get report then give me refund. I already called police and came to my house,but police said the reason was ***** shipped to wrong address not somebody steal so cant give me report.I told to PacSun , they said I can contact the bank and do the dispute, but last month was rebill , bank said PacSun submitted the evidence they already ship the package..But I didnt receive they shipped wrong address,why I need to pay?Almost five months I didnt get refund.Its very terrible ?? I have CCTV pictures and videos, can know all day didnt ***** came to my house and my house in fort door not match ***** delivered picture!

  Business Response

  Date: 03/23/2023

  Hello *******,

  Sorry to hear your package shows as delivered, but you did not receive anything.  Per your complaint statement and after reviewing your order notes, the **************** team did correctly inform you of our policy with regards to these types of claims.  Additionally, we contacted ***** and ***** confirmed they delivered to the correct address.  While a customer is more than welcome to file a dispute with their payment provider, it does not mean the payment provider will rule in the customer's favor.  We'll supply any info the payment provider requests, and they'll make a decision independently after reviewing everything.

  We can potentially look into making a one-time exception.  Please reach out to me directly at *********************************** to discuss further.

  Regards,

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

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

• Initial Complaint

  Date:02/23/2023

  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.

  Pac Sun has started a new recycled clothing program called, Pre-Loved Pac. I signed up and had a bag, I put clothing I had previously purchased from Pac Sun into the bag and shipped it off. I was promised 30 days after the kit was processed I would get a credit online or I would receive my items back. After 31 days on Feb 14th I reached out for an update, no reply. I reached out again on 33 days on Feb 16th, no reply. I reached out a third time Feb 21st. I have not received my clothing back or my credit and it has been 40 days since the kit was processed on Jan 13th.

  Business Response

  Date: 02/24/2023

  Hi *******,

  Sorry to hear you have had issues getting your concern resolved.  We do partner with ThredUp for this initiative, however, we're not involved in the processing of kits.  For my part, I will send over your information to our partners at ThredUp to reach out to you as soon as possible.

  In the meantime, if you have any questions, feel free to contact me directly at *********************************** and I'll be happy to help in whatever way I can.

  Regards,

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

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:02/06/2023

  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 purchased a pair of size 9 womans *************** boots for my daughter for Christmas. The cost of the boots was ****** and some change. I ordered a size 9 and received a size 10. When o called customer service I was told to return the boots first and then reorder once I got the refund. I returned the boots and they were recieved by the company on January 11th, its now February 6th and Ive yet to receive my refund. Ive contacted customer service numerous times and get the runaround. All I want is my money back so I can get my daughter her boots that she was supposed to have.

  Business Response

  Date: 02/07/2023

  Hello Crystal,

  Apologies this has taken so long to resolve.  Return tracking indicates the package was received on 1/11.  Our back office team acknowledged paperwork from our warehouse indicating the package was received and processed on 1/24.  Please note, with ******* being peak returns season, returns take a little longer than normal for the warehouse to process.

  That said, this should have been resolved two weeks ago.  I'll be following up to see why it wasn't processed.  I have processed the refund for $201.56. 

  The refund will be submitted this evening and should post to your account in 3-5 business days.  If you have any issues or questions, feel free to email me directly at ***********************************.

  Regards,

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

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