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

Customer Complaints Summary

204 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

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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:12/17/2022
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.
Purchased items on 12/9/22, items shipped on 12/12/22 from **********, **** (order delivery address is in *****, ****) the carrier says they are not in receipt of this package. Its a Christmas gift. I have called multiple times asking to speak to someone who speaks English or a supervisor. They continue to tell me that they escalated the situation and someone will call thats happened 3 times with no phone call. They continue to tell me the package is in transit when it has not moved since 12/14/22. Called the carrier multiple times they say they are not on receipt of it any are awaiting the item they told me to call the supplier which again I have multiple times. Ask for a refund and they continue to tell me I cannot have a refund even though this package has not been received to even deliver it. It is now the 17th they sent an email saying the same thing ************** when the package has still not been received by the carrier (I called this morning again to carrier and they DO NOT have the package) . Crappy customer service they read off of a script and do not speak a lick of English. Tell people they are escalating the issue and nothing. Cant get any type of answer except the same thing ************** have received lies from one rep to another regarding various issues with my order. Never buy from them
Business Response
Date: 12/19/2022
Hello *****,
Sorry to hear you've had a poor experience with delivery and your interactions with the **************** team thus far.
Just to speak on several callouts in your statement, I'm unsure why *** would state they don't have the package. They clearly took ownership with the original scan date on 12/13/22 at 1:02AM, with several scans afterward. From the merchant side, we did handover the package and expect that the carrier delivers in a timely fashion. That said, that has clearly not been the case. Unfortunately, delays during this time of the year, with all carriers, does happen.
All **************** agents do speak English, but we do utilize an offshore call center to handle customer service inquiries. All said, even from my end, customer service does not have special access to any additional carrier transit updates than what a customer would have. We see exactly what the customer sees.
In good faith, I've processed a replacement order that should ship out tomorrow. We simply ask that when the original package is delivered, you contact us to provide a return label to send us the duplicate package.
If you'd like to discuss further, feel free to reach out to me directly at [email protected].
Regards,
*************************
Pacsun Senior Manager, User Experience
Initial Complaint
Date:12/16/2022
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.
I placed an order on December 9th, 2022 as a gift for Christmas and paid for expedited shipping and paid $170 total for two items (a sweatshirt and shorts). I was told I would receive my order in 3 business days. Fast forward to Monday December 12th, my order is marked as delivered and my order never arrived so I reach out to Pacsun and an automated service tells me to wait 2 days to see if the package appears..it doesnt. So I reach out again on Wednesday December 14th. Im told I will get an email in 2 buisness days. Fast forward to today, Friday December 16th, I reach out AGAIN and ** told to just now file a police report???? That is absurd and such an inconvenience to customers, especially during the holidays when people are trying to buy gifts for their loved ones. At this point I dont even want to do business with Pacsun ever again. *********.
Business Response
Date: 12/19/2022
Hi ******,
Apologies we did not respond to you in the designated timeframe. We'll review internally to see where the miscommunication was on our end.
Based on the reviewing your claim notes and the interaction via chat on 12/16, the correct protocol was filed. Upon the date of package delivery, we do ask that customers allow up to two business days to see if the carrier may have inadvertently marked the package as delivered. On the third business day, if still no package has been received, we do require that a police report be filed in order for us to issue a refund or replacement, inventory permitting.
If you'd like to discuss further, please feel free to contact me directly at [email protected].
Regards,
Pacsun Senior Manager, User Experience
Initial Complaint
Date:12/16/2022
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.
On October 14th, 2022 I placed an online order with Pac Sun for the amount of $214.99. I never received the package. I contacted the company to tell them I never received it. They offered no help. I then filed a claim with my bank in attempts to retrieve my money. ***** bank credited me the $214.99 on November 1st, 2022. Then, I receive a letter from ********** stating that Pac Sun rebutted my claim, and ********** re-charged me the $214.99 on December 9th, 2022. I then obtained a police report from Glendale California ***************** (report number is *********) stating the package never arrived or was stolen/lost. I provided Pac Sun with this police number and they stated they verified it. A week or more goes by and I did not hear anything from Pac Sun nor receive my money back. I emailed them multiple times and they do not respond to me. I called their customer service department, and they refused to refund me and also hung up on me. They have the worst customer service department I have ever seen in my life. I have done everything they have asked in order to receive my refund, and they are not responding to me.
Business Response
Date: 12/19/2022
Hello Jiana,
Sorry to hear your issue has not been resolved. I did want to confirm it appears correct protocol was followed by the **************** team. In the event of a non-receipt claim, where tracking indicates the package was delivered, we do require a police report to be filed and validated before we issue a refund or replacement, inventory permitting.
In the event a customer does not want to file a police report, a dispute with the bank is an option; however, this does not necessarily mean the bank will rule in the customer's favor.
In reviewing your order notes, I do see we've validated your police report, but as of late last week, we have not received confirmation from **************** that the dispute has been closed and ruled in our favor. Before we can issue a refund, we would need that confirmation.
Feel free to reach out to me directly at [email protected] to discuss further.
Regards,
*************************
Pacsun Senior Manager, User Experience
Customer Answer
Date: 12/19/2022
As I have notified you multiple times, the bank has re-charged me on 12/09/2022. You guys are going in circles with me. I have filed a police report and proved multiple times that I have been charged for this purchase that I never received. Please review my bank statement that I have attached once again.
Business Response
Date: 12/19/2022
Hello *****,
Apologies if this was not clear, but we need to wait for **************** to confirm. Your bank and **************** are two separate entities, and there's a processing time from your bank closing it, to notifying **************** and the dispute closing on our end. As communicated in my last response, we have validated the report, we just need **************** to confirm the dispute is closed before we refund.
Please feel free to reach out directly to discuss further at [email protected].
Customer Answer
Date: 12/21/2022
When I called your terrible customer service line, they said 1-8 business days to confirm that the claim has been reversed. It has been way past 8 business days. You guys are giving me a run around and not refunding me when I have clearly proved multiple times that the claim was reversed. I have done absolutely everything you have asked, and are still not refunding me for a package I never received. This is the worst customer service I have ever experienced in my lifetime. I dont understand how such a major corporation has this terrible of customer service. I dont understand why or how it is taking so long to verify a charge from so long ago, especially when I provided proof.
Initial Complaint
Date:12/13/2022
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 am extremely dissatisfied with Pacsuns customer support and online order shipping. I had a package that was out for delivery up until this past Sunday (12/11), and then yesterday it was randomly changed to delivered on December 5th which is not accurate. I called ***** numerous times when it was out for delivery and told to call back after 7 days of no movement. On Monday, 12/11, when I called ***** I was told that the package was lost or stolen and they could not track it or get any information because it was transferred to ***** They instructed me to contact Pacsun. I have contacted PacSun several times in the past 2 days via email and phone and I keep getting ran around in circles. I filed a police report as instructed, emailed it to Pacsun twice, and now I have to wait again to have the police report validated before they will refund or reship my items. Because of this Im not going to have my Christmas gifts in time! I am very angry about this situation!! My order number is *********. I want my order reshipped immediately with expedited shipping.
Business Response
Date: 12/14/2022
Hello Alyssa,
As discussed via email on Wednesday evening, 12/13, a partial refund and replacement for your order has been processed.
If you have any additional questions, feel free to reply on that thread or at [email protected].
Regards,
*************************
Pacsun Senior Manager, User Experience
Initial Complaint
Date:12/12/2022
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 purchased a $100 gift card from PacSun's website. I never received the e-gift card in my email. My credit card was billed by "*********" and when I called them, they said that I had to call PacSun for assistance. I called PacSun and was told that they could not find my order with my name, email, or credit card number, but that someone from the investigation department would get back to me within one business day. It's been a week. I just called back to no avail. All I want is my $100 gift card. I don't understand why my information can not be located because ever since I bought the gift card, I get emails from PacSun every day sent to my email.
Business Response
Date: 12/12/2022
Hi ********,

Apologies that you have not been properly assisted and there's been no follow up from our end. We do utilize a third party, *********, when customers purchase physical or e-gift cards from us.
Please reach out to me directly at [email protected] and I can work with you to capture the appropriate details to locate your purchase and have the vendor resend it.
Regards,
*************************
Pacsun Senior Manager, User Experience
Customer Answer
Date: 12/15/2022

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:12/11/2022
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.
Ordered 2 pairs of ************** that were on sale (order # ********* & *********), however, the jeans fit badly around the ****** and the medium shirts were very tight even though I always get the same sized clothes (probably why they were on sale). Upon trying to do a return, the only option was to ship the clothes back and pay a $7.00 shipping fee for each order. Can the $7.00 shipping fees be waived as I did not know that I had to pay to return items. I usually buy clothes in store so I did not know about a return shipping fee.
Business Response
Date: 12/11/2022
Hello *******,
You are correct, we do charge a $7 return fee to return online purchases. If you're returning two orders, I would recommend creating the return separately for both orders, but including both orders in a single return package. Just be sure to include the invoice/packing slip for both orders so our warehouse can easily identify both orders.
Alternatively, we do allow for free returns in-store. Online purchases made 11/1/22 - 12/14/22 can be returned in-store through 1/15/23. Just be sure to have the original method of payment used and the invoices for each order you're looking to return.
If you have any questions, feel free to reach out to me directly at [email protected].
Regards,
*************************
PacSun Senior Manager, User Experience
Initial Complaint
Date:12/07/2022
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 placed an order with a PacSun on 11/25/22. My order was shipped & I received a notification saying it was delivered on 12/2/22. I spent the whole weekend searching for my package and asking my neighbors if they accidentally received it. No one did. I spoke to someone in their chat on 12/5 and they told me to give it a couple days because packages tend to get marked as delivered when they were not. I decided to wait and for some reason my order was split into 2 packages. I received ONE SHIRT in my mailbox yesterday, the rest of my order is STILL missing. I contacted their support today 12/7 and all they told me was to file a police report for validation. I did everything how they asked me to. Ive been running up and down the past couple of days since theyve been no help, trying to find this package and now they want me to go out of MY way to file a police report? Now Im out 100+ dollars for items I NEVER received that were a part of a Christmas present. We have shopped with PacSun for years and never had this happen. I am extremely shocked at how they handled the situation. I dont care if the order is $20 or $500, people work hard for their money & for you to just keep it even though the items werent received is VERY disappointing.
Business Response
Date: 12/07/2022
Hello Ruvi,
Sorry to hear we did not meet your service expectations.
To add some context to your order, you purchased a total of 8 items totaling $127.83. As we indicate on the Order Confirmation email, packages can ship from multiple locations or in multiple shipments. Seven of the items shipped on 11/26 with ***** tracking #********************** and the eighth item shipped on 11/30 with DHL tracking #**********************. The shipment you've identified as not receiving is the ***** ship for seven items. Per *****, they delivered the package on Friday, 12/2 at 3:42PM local time.
While it is not common, it can happen, and this goes for any carrier *********** DHL, *****, etc.), a package can sometimes be mistakenly marked as delivered, but the carrier will not actually deliver it till the following day or several days later. Knowing this, we've factored that into our communication to customers to allow an additional 2 business days should this be the case. Once those two business days pass and if the customer is still stating non-receipt of the delivered package, we do require a police report to be filed. Once a report has been filed, we ask that a copy or the case information be forwarded to [email protected] so we can validate it. After validation has been completed, we'll gladly issue a refund or replacement.
If you wish to discuss further, feel free to contact me directly at [email protected] and I'll be happy to address any other questions or concerns you may have.
Regards,
*************************
Pacsun Senior Manager, User Experience
Customer Answer
Date: 12/07/2022
Wow! Thank you for telling me the exact thing I was told in the chat. I do not feel it is my responsibility to take time out of my day to go down to the station & file a police report after giving me the run around these past few days.Ive taken all the necessary steps to try to find my package INCLUDING talking to ***** and to no avail. I will be taking this to small claims court since you refuse to return my money for once again, items I did NOT receive.
Business Response
Date: 12/08/2022
Hello Ruvi,
As previously offered, feel free to reach out to me directly at [email protected] to discuss alternative options to resolve this issue.
Regards,
*************************
Pacsun Senior Manager, User Experience
Customer Answer
Date: 12/16/2022

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:12/06/2022
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 have bought from this company over and over and this has never happened to me. The fact I am a loyal customer and they have mistreated me and acted as if this is not a big deal is beyond me. I have spent a lot of money with them. This past order I placed, which is only a month after the past order was in the amount of $206.70 for two items on November 27, 2022. The order number is *********. I received the sweatpants but the sweatshirt was never in the package. The receipt in the package states both of them should of been in there but i did not in fact receive both of them. I go online and see the sweatshirt is out of stock so i am not sure if that has anything to do with it. I contacted support and they told me I need to file a police report but have seen that does nothing for the company and they will just keep going in circles. I find this very disturbing as this is during the holidays and they are just taking my money at this point. I am not sure what i need to do for a refund but this is not fair.
Business Response
Date: 12/07/2022
Hello ****,
Apologies this was not correctly handled and for any inconvenience this caused. I've reviewed your order and it does appear there was a processing error on our end and your package did in fact not contain item #******* (Wood Fear of God Essential Hoodie). Unfortunately, the item is out of stock, so I've processed a refund for $106.00. The refund will post to your account in 3-5 business days.
Should you have any questions or concerns, feel free to contact me directly at [email protected].
Regards,
*************************
Pacsun Senior Manager, User Experience
Initial Complaint
Date:11/25/2022
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.
On 11/8/2022 I placed an order with Pacsun in the amount of ****** which included 14 items I purchased for my kids for Christmas. The package was said to be delivered on 11/12/2022 at 12:24 pm. I never received that package I was told by PacSun customer services to file a police report and I did just that. I have provided the police report # to PacSun via Email in PDF form as they have requested multiple times. And they keep giving me the runaround as a loyal customer of ********************** this type of treatment is unfair especially Around the holiday season. I would am requesting a full refund
Business Response
Date: 11/25/2022
Hello *****,
Apologies for the delay in the validation of your police report. The report was validated today with *****************************. A full refund for $397.50 has been processed and submitted to your Afterpay account.
Should you have any questions or concerns, feel free to contact me directly @[email protected].
Regards,
*************************
PacSun Senior Manager, User Experience
Customer Answer
Date: 11/25/2022

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:11/24/2022
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.
My dad purchased a $100 gift card for me for my birthday before COVID and I hadn't used it due not being able to go anywhere since the pandemic. I finally decided to peel off the *** number today (11/24/22) and use the gift card online for their Black Friday sale now that the pandemic has slowed down. I type the gift card number and *** over ** times and it would not work. I called customer service and used the chat function and no one would help me. I went to the store and they still couldn't do anything. They claim that the card is deactivated and the balance is zero. How is the balance zero when I JUST peeled off the *** number? The gift card has NEVER been used. Who even deactivated the card and why? They even looked it up and saw no transactions on the card. I then check online to see that many other individuals have had this same issue for the past few years. You guys clearly scammed many customers, including my *********** The back of the gift card even states that gift cards at PacSun have NO expiration dates. Stealing from us for profit is very illegal. Especially after all the money we've spent with this company. I demand my money back immediately; this is fraud.
Business Response
Date: 11/25/2022
Hello ******,
Apologies that you feel you've been scammed and that our **************** team was not able to properly address your concern. Your experience is not uncommon. After two years of inactivity on a card, it is deactivated to deter potential loss of the card, unauthorized used, and potential theft of the card. That said, we do have complete visibility to whether the card was used, and based on the information you've provided, would assume the full balance is available, and that it was just deactivated due to the no activity for two years policy. **************** is very familiar with this and should have offered a replacement.
Please feel free to contact me directly with the full card # and I can issue a replacement. If you'd prefer a refund, please feel free to provide your father my contact info, and as the purchaser of the card, I can issue him a refund as well. My email is [email protected].
Regards,
*************************
PacSun Senior Manager, User Experience

Customer Answer
Date: 11/25/2022

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,

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

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PacSun is NOT a BBB Accredited Business.