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:01/28/2023

  Type:Product 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 purchased an album on 1/25 but when I received it, it was not as advertised and therefore not the product I had been purchasing. There is a policy that these items are non-returnable but they falsely advertised the product so when I purchased it, I was entering into a contract to receive that specific item and they did not send that. So I am fully within my right to return an incorrect item. I contacted customer service and they are refusing to return it even though they are in the wrong and are guilty of false advertisement. The product is conveniently no longer listed on their website, but I have screenshots of what they were advertising/what I purchased and then pictures of the item I received that is clearly different.

  Business Response

  Date: 01/30/2023

  Hello ********,

  Sorry to hear the item you received was not as described. Our records indicate the **************** team approved a return on 1/28, and a ***** return label was emailed to you on 1/29.  Please be sure to check your spam/junk folder if the email from ***** is not in your regular inbox.

  If you still have yet to receive it, please contact me at ***********************************.

  Regards,

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

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 02/02/2023

  
  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:01/20/2023

  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.

  We ordered an ****** suit on 12/31. A week later we received non matching pieces. We attempted to call PacSun customer service but they say on their recording that they are busy helping customers so to please email Your concerns. We have ordered the same pair of pants two times and both times the wrong color has arrived. I have to go to the store and return it and re-purchase it again online and each time the wrong color is sent I would like someone to please reach out to me personally at ************ regarding this issue. Regards, ***********.

  Business Response

  Date: 01/20/2023

  Hello ***********,

  Sorry to hear you have not received the correct items after purchasing two separate times.  In reviewing your order notes and contacts, I see that you spoke with an agent over the phone earlier today.  If for whatever reason the issue has still not been resolved, please reach out to me directly at ***********************************.

  Regards,

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

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:01/10/2023

  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 ordered a sweatshirt from FOG essential. No where on my receipt did it say Final Sale. I ordered 2 sweatshirts in the exact same size. I received 1 that fit well. The other was the size of a throw blanket. I am looking to simply exchange for a wearable size. PacSun will not allow it and now I am out a $100 sweatshirt that I paid full price for. They pointed out that there is a Final Sale disclaimer buried in the the description information. No where else. Extremely misleading. I called for an exception and was denied. Now I cannot replace my grandsons $100 Christmas gift. I am a senior on a limited budget and was taken advantage of.

  Business Response

  Date: 01/11/2023

  Hello *******,
  

  Sorry to hear you feel you've been mislead by our Final Sale policy with respect to purchases of Fear of God Essentials merchandise. The screenshots you have provided are of your order confirmation, which is post-purchase.  We provide the customer the policy information pre-purchase in several locations: as you mentioned on the product page, secondly on the shopping cart, and lastly in our Help Pages.

  To assist you further, please reach out to me at [email protected].  Please be sure to provide your order # and the item # or item details for the item you're looking to return/exchange and I'll see what we can do.

  Regards,

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

  Pacsun Senior Manager, User Experience

   

  
  

• Initial Complaint

  Date:01/06/2023

  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 tried contacting this company multiple times in regards to order ********* that was marked delivered by accident by the carrier. The company refuses to help me and Ive just been given many excuses from team members to managers.

  Business Response

  Date: 01/07/2023

  Hello Ebony,

  Based off the review of your contacts, you are claiming the recipient did not receive the package despite ***** tracking indicating a successful delivery.  During your several contacts into the **************** team, you were advised a police report would be needed before we could issue a refund or replacement, inventory permitting.  This is the correct policy the business has implemented for this scenario.  Regardless of it's a personal order or a gift order, the same policy would still apply.

  If you would like to discuss further, feel free to contact me directly at [email protected].

  Regards,

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

  Pacsun Senior Manager, User Experience

  Business Response

  Date: 01/08/2023

  Hello,

  The customer has reached out directly to me at [email protected].  We'll be working to reach an amicable resolution.

  Regards,

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

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 01/12/2023

  There was no resolution provided.

• Initial Complaint

  Date:01/04/2023

  Type:Product 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 online order during Black Friday and successfully received my order. Unfortunately, the size was too small, so I decided to go to the store, located in *******, ** -- **************, to return the item. The sales associate refused to process my return, and told me that this store would only be taking returns for online orders after January 2, 2023 -- due to inventory (but that would put me past the 30+ day return policy). I checked the online return policy and confirmed that items are eligible to be returned in store. I emailed Pacsun support to report my unfair experience, and was essentially provided the option to return my item via postal mail instead. On December 30th, I called the store and confirmed over the phone that they could process my return for my online order, in store. I went to the *******, ** store AGAIN, and the sales associate informed me that they could only provide me with merchandise credit for my return, (didn't tell me why), but if I called the number on the back of the merchandise card, the call center could provide me with a refund for my original form of payment. THIS WAS NOT TRUE. I called the number on the back of my merchandise credit, and was told that it couldn't be sent to my bank. I was scammed out of a return. I want my money back. This store needs training -- an investigation into how the are processing returns. I understand that this could hurt their "sales goals", so I feel the are doing shady things -- lying and tricking customers. This store does not follow company policy. I called and spoke to a manager at the store, and she informed me that I should have been offered a return to my original form of payment (my debit card), but said there was nothing more she could offer me. I don't want a merchandise credit. Return my purchase to my original form of payment.

  Business Response

  Date: 01/05/2023

  Hello Shalina,

  Apologies this was not handled correctly all the way around.  Our return policy for holiday states online purchases made 11/1/22 - 12/14/22 are eligible to be returned online or in-store through 1/15/23.  Unfortunately, I cannot speak to why the store would not refund you to your original method of payment, but your order was eligible for return to your original method of payment.  Additionally, the **************** team should have been able to document the card # for the store credit you received, removed the funds, and issued the credit back to your original method of payment.

  I have devalued the funds from store credit card #******************* for $55.27 and processed a refund for the same amount back to your credit card.  The refund will be submitted to your bank this evening and should post in approximately 3-5 business days to your account.

  If you have any additional questions or concerns, feel free to contact me directly at [email protected].

  Regards,

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

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 01/05/2023

  
  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:12/30/2022

  Type:Product 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.

  12/25/2022: grandson (***************) placed online order using a PacSun gift card received for Christmas. He entered information for goods he wanted and entered gift card information. Received a message that order could not be processed at that time, but gift card showed 0 balance. He called the next day (12/26/2022) and was told the gift card balance would be refunded back on his card within ***** hours. As of today (12/30/2022) it is still not showing on the card, so he called again and was told it could not be refunded back to him. The gift card was in the amount of $50.So, the company received $50 for nothing. This is stealing from a 16 year old.

  Business Response

  Date: 12/31/2022

  Hello ******,

  Apologies this has not been resolved in a timely fashion.  ******'s initial attempt failed, placing a temporary authorization on his gift card for $50.00.  I have now removed the authorization and the full $50 balance is available for immediate use.

  If ****** or yourself have any additional questions or concerns, feel free to email me directly at [email protected].

  Regards,

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

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 12/31/2022

  
  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:12/28/2022

  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 placed an order online at Pacsun for a pair of shoes, two shirts and a pair of shorts. Shortly after I received an email telling me that my order will be shipped in two separate packages (one for the shoes and another for the clothes). I received a delivery confirmation email for the clothing package on December 1st, 2022. I did not receive it. The following day I received a delivery confirmation email for the shoes package, once again I did not receive it. I checked with neighbors, the front office for my apartment building to check camera footage and the packages were never delivered to my address. I called customer service to report this and they ended up refunding me for the clothing package, but stated that on their end it says the shoes were still on the way and to give it another day and then to call back. I gave it three days and then called back and this time they said they required me to file a police report and send it to them via email. Frustrated but needing my refund, I decided to go ahead and file the report and pick it up. It cost me $5 to pick up the police report which no where in their policy does it say it would have to come to this if this situation occurred. I am extremely disappointed with the way this company handles things, and their customer service is nonexistent. I checked online and saw multiple other people in the same situation as me, and I feel as though they are putting their distrust on the consumer instead of handling it professionally.

  Business Response

  Date: 12/29/2022

  Hello ******,

  Sorry to hear you've been frustrated with your experience.  

  Our policy for non-receipt claims does require a police report to be filed and copy of the report to be sent to [email protected] for validation before we proceed with a refund or replacement, inventory permitting.  The public facing policy deems once we hand over the package to the carrier, we release liability of the package to the carrier.  While a claim with the carrier is an option, processing timeframes can take weeks to months, and does not guarantee the carrier will find evidence of the delivery not taking place.  To cut down on the time for claims and potentially still leaving the customer empty handed, we've implemented the police report policy internally.  While I can appreciate not everyone agrees with this policy, it is what the business has put in place for the past several years.

  In your comments you've stated you filed a report, however, looking at your profile, I don't see that you've sent a copy over.  Can you confirm if you've sent that over?

  If you'd prefer to discuss directly through email, feel free to reach out to me directly at [email protected].

  Regards,

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

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/20/2022

  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.

  Good evening,I am reaching out in regards to order #*********. I have communicated at this point nearly 5 times across different representatives from PACSUN as this package was not delivered. I shared with them all that I own a ring camera and there is no footage of this package being delivered as stated. I also shared that there is an identical building next door (0 feet away) where on rare yet past occasions, carriers will drop my package by mistake. Nevertheless, I spoke with ******* on 12/19 in regard to this situation and was explicitly advised that a refund would be given to me. However, upon following up with **** on 12/20, I was told this was a mistake by the representative ******* as this refund was not successful and that I should dispute this charge with my credit card. Please note that in my prior calls, I was promised that a supervisor would return my call to discuss this incident further. I am exhausted from calling and attempting to resolve this issue. This is beyond ridiculous and I need assistance in resolving this issue. PACSUN must ensure that all training guidelines and practices are consistent across their agents as this experience shows significant areas of improvement.

  Business Response

  Date: 12/21/2022

  Hello ******,

  Apologies this has not been resolved and that you've been given multiple responses from different agents since you first reached out, and lack of follow up from a supervisor as requested. 

  Reviewing the timeline of contacts, I see you first reached out 11/28 and were advised to allow until the end of that day before proceeding to next steps.  On 11/29 you were advised a police report would be needed to proceed with a refund or replacement, inventory permitting.  You had mentioned you didn't want to file a police report, so the secondary option of disputing with the bank was also provided.  *********** reports, once we receive a copy and validate it, we process the refund/replacement within a business day.  With disputes, there is no guarantee the claim will be awarded to you by your bank.  The response provided on these two contacts align with our internal policy specific to non-receipt claims where carrier tracking indicates the package was delivered.  You were provided similar options on your call into us on 12/14.  Where we dropped the ball was not following up with you accordingly after you had requested a follow up from a supervisor on your calls into us on 11/29 and 12/14.

  On 12/20, the agent you spoke with did incorrectly inform you we could refund without a police report.  On your call later that day, you were then correctly advised of the policy similar to the above.

  Given the response from the first agent you spoke to, we will honor the refund request.  Future similar occurrences will require a police report to be filed.

  Please note the refund will be for the full purchase price of $275 and will be processed in two installments: $270 for the merchandise and $5 for the shipping fee, for a total of $275.  Please allow 3-5 business days for the funds to post to your account.

  Regards,

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

  Pacsun Senior Manager, User Experience

   

• Initial Complaint

  Date:12/19/2022

  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.

  Called customer service 6xs in the last 2 weeks about 2 missing items. Every rep promised a refund and promised an email indicating a refund but every time I call back, I get the run around. Last rep today indicated there was no refund request in history. Wont transfer to manager.

  Business Response

  Date: 12/19/2022

  Hello *****,

  Apologies this was not handled in a more timely fashion.  As of 12/16/22, I can see that a refund for two items (Kids Size 10 Dark Oatmeal t-shirt and Small Wood t-shirt) has been processed for $80.81.

  If you're still having issues, please feel free to contact me directly at [email protected].

  Regards,

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

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/17/2022

  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.

  On 11/24/2022 I ordered from pacsun with the order #********* and bought $192.10 worth of clothes containing 7 items. I received only 3 on 11/29 and the other package with the rest of the clothes was said to be delivered on 11/30. The package never arrived so I contacted customer support and was told the order was split into 3 shipments with me only receiving 1. I asked for refund and was told to file a police report. I want my refund

  Business Response

  Date: 12/19/2022

  Hello ******,

  Just to confirm, your purchase was a for a total of 7 items.  The order was split into 3 total different shipments: Shipment #1 had 4 items, Shipment #2 had 2 items, and Shipment #3 had 1 item.  Shipment #1 reflects delivered on 11/30, Shipment #2 reflects delivered on 11/29, and Shipment #3 reflects delivered on 11/29 as well.

  In the event a customer is claiming non-receipt of a delivered package, we do require a police report to be filed and validated before we issue a refund or replacement, inventory permitting.

  If you would like to discuss further, feel free to contact me directly at [email protected].

  Regards,

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

  Pacsun Senior Manager, User Experience