Complaints

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

close

Find a Location

PacSun has 59 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/22/2022

  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.

  An order was placed for a $14 plus change item. That charge went through and there was a secondary charge for $20 with no order placed. Initially we were told that was a pending charge that would drop when the item was shipped. The singular item that was ordered has been delivered. The $20 charge has gone through. 5 days after the initial charge Pacsun is now saying there was a second order that is still being packed and will need to be returned to issue a refund. There is no second order or item in transit. I asked multiple times to be told what item it is that they are shipping and they refused to answer me. I asked to speak to a supervisor and was hung up on. They couldnt give the same explanation for the charges, would not tell me what item they claimed was still needing to be shipped and then returned for a refund and then hung up on me when confronted with this information. I am disgusted with their level of customer service and need assistance getting the $20 refunded

  Business Response

  Date: 11/23/2022

  Hello *******,

  Apologies that this was not correctly handled on your initial contacts with the **************** team.

  To confirm, there were two separate orders placed for the same item.  Order #********* for $14.00 (https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=9400111899562396141371) and order #********* for $20.00 (https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=9400111899562396533176) which reflects delivered on 11/21.  On order #*********, you used a free shipping code which deducted the $6 shipping fee causing the price difference between the two orders.

  I will price match the order already received and issue a $6 refund.  We'll submit to your bank this evening and should post in 3-5 business days.  For order #*********, tracking has yet to update, so we'll be reaching out to the store to confirm if the carrier picked up the order.  If no, we'll request to have them hold it so we can issue the $14 refund for said order.  If they do not have, we ask that you allow up to 12/2 for tracking to update, and if at that time tracking still hasn't updated, feel free to reach out to me directly [email protected] to resolve.

  Regards,

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

  PacSun Senior Manager, User Experience

  Customer Answer

  Date: 11/23/2022

  ******* does not have access to placing an order through an iCloud account , that feature is restricted on her phone. There is no second order, I have attached a screenshot of her account that shows ONE order was placed. She was spoken to very rudely today by the manager she was connected with while trying to get a resolution. 

  Business Response

  Date: 11/23/2022

  Hello *******,

  As discussed on the call, there was in fact two orders placed.  All attributes of the orders (phone number, billing address, shipping address, and credit card), except the email address are exactly the same.  We did offer to refund the original order under good faith that the duplicate order would be returned and was met with a second order doesn't exist and a dispute would be filed.  I did recommend against this because the bank would most likely rule in our favor given the order information matches the customer information, but ultimately advised the customer they could take that path if they preferred to do.

  A viable option to resolve this was provided, but the customer is adamant that two orders were not placed despite providing information reflecting differently.  Tracking information for both orders has been provided.  Upon the return of one of the orders, we'll refund the customer the $14.  As previously mentioned, we refunded the $20 order for $6 to match the price of the second order placed.
  

  Regards,

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

  PacSun Senior Manager, User Experience

   

   

• Initial Complaint

  Date:11/15/2022

  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 from PacSun 3 weeks ago (order number: *********; tracking number from ****** **********************). The order should be arrived in one week but I didnt receive it till now. I tried to contact with the customer service and they said if I didnt receive the package in two weeks, I can request for refund. But its already been 3 weeks and when I tried to contact them again. This time they said that I need to contact my local police office and to make sure its lost. As a customer, I dont think its my responsibility to contact the police to mark this package lost because it is lost during transit. I even didnt see this package. They did not provide me other way that I can request refund.

  Business Response

  Date: 11/16/2022

  Hello Xin,

  Apologies for the inconvenience and the incorrect information provided on your most recent contact with our **************** team.  After reviewing the tracking information, the package is now considered Lost in ************** ********* report or any further action on your end for something that was lost and never delivered.

  A full refund for $84.89 has been processed just now.  Please allow 3-5 business days for the funds to post to your account.

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

  Regards,

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

  PacSun Senior Manager, User Experience

• Initial Complaint

  Date:11/10/2022

  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.

  Order #********* was placed on 11/03/2022 and since then I have no update on my order status. It just shows as being in process, it hasnt shipped. When I contact customer service Im giving a generic response that they are escalating this and then one rep gave me a **** tracking # that has no tracking details but simply states **** is awaiting the package. Where is my order?!

  Business Response

  Date: 11/11/2022

  Hello *******,

  Apologies for the inconvenience this has caused.  After following up with our warehouse just now, your order is still in process.  I'm working with them to get an ETA for shipment.

  Feel free to email me directly at [email protected] if you have further questions.

  Regards,

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

  PacSun Senior Manager, User Experience

  Customer Answer

  Date: 11/11/2022

  I have been told for days this has been in process why is it still in process? I placed a 2nd order after this one and it has already shipped and to be delivered on Sunday. What is the cause for the delay?

  Business Response

  Date: 11/11/2022

  Hello *******,

  Just reiterating my statement from your direct email to me this morning for visibility:

  Hello *******,
  
  I have requested to upgrade the order to Overnight shipping and get out today if possible.  Once I hear back from our warehouse, I'll let you know what they say.
  
  For transparency, it's possible we oversold the item you ordered, in which case the order would be canceled.  I'm hoping that is not the case, but it could be a potential reason as to why the order has yet to ship after 8 days.
  
  Either way, I'll keep you updated as I learn more.

  Regards,

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

  PacSun Senior Manager, User Experience

  Customer Answer

  Date: 11/14/2022

  
  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:11/07/2022

  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 purchased over 0ne hundred dollars in pac sun clothes for my daughter. I never received it and nobody at pac sun answers their phone a robot just chats. Their carrier *** claims to put it on my door step. I have nothing. I reached out to customer support kindly asking for a refund. In which they keep sending me automated responses and are claiming on their end it was stolen from my door step . When they have no proof of this or that it happened. They advised me on a automated email to go to police station and make a report. In order forr them to return my money of 136 dollars. I kindly asked a live person call me and they do not. The order number ** **** *****. That they are saying arrived on october 30 at 201 pm. I was outside my home at this time in porch. I received nothing so it was not stolen. I want my money back

  Business Response

  Date: 11/07/2022

  Hello ****,

  This was resolved on 11/7 with a refund of $119.60 being processed.  The refund will post to your account in 3-5 business days.

  Regards,

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

  PacSun Senior Manager, User Experience

• Initial Complaint

  Date:11/04/2022

  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.

  I am helping my elderly neighbor with a wish to return or exchange an order. Her order number is *********. Her name is ***********************. She purchased a hoody for her grandson. When the hoody arrived, it was about 3 sizes too big for her grandson. The size is an XL but it realistically is XXL or larger. She went to the store to try to return or exchange it and the store would not let her. We then tried online and they did not let us as well. They stated because it was a "high end brand" that they would not do anything about it. She was willing to either do a return, an exchange, or even store credit. It is disheartening that pacsun would treat customers like this and make her keep a product that no one in her family can use. We are both really upset about this and would like to resolve this issue.

  Business Response

  Date: 11/07/2022

  Hello ********,

  The item purchased is a Fear of God Essentials Hoodie, which we clearly indicate during the purchase journey, that it is a final sale item.  That said, I can work with the customer to see if we can make an exception, but would need to work directly with the purchaser.  

  Feel free to provide them my direct email, [email protected] and I'll be happy to help.

  Regards,

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

  PacSun Senior Manager, User Experience

• Initial Complaint

  Date:11/01/2022

  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.

  I purchased a pair of shoes from Pac Sun on 9/26/22 and they arrived on 10/4/22. I tried them on and decided I didn't want/like them. I never wore the shoes. Two days later I did the online inquiry to return them. I was emailed the shipping return label on 10/6/22 and put them in the mail that same day. Per the tracking - Pac Sun Received them back on 10/16/22. It has now been 2.5 weeks of me fighting with them since that day. They will not refund my money - they are holding the shoes ******. So now I have no refund of $330, but I also don't have the shoes. They told me they had been worn (they hadn't), but wouldn't provide me with any pictures of information. Multiple times they have said they would ship the shoes back or try and help me but they don't. I mailed these shoes back almost an entire month ago. No refund! They authorized the return, but have just sat on it since then. They are unhelpful. I've asked to talk to a manager many many times and they won't allow it. I just want my money back. Please help!

  Business Response

  Date: 11/07/2022

  Hello *******,

  As you mentioned on November 4, you have dropped the sneakers off at ***** for return back to our warehouse.  Once our warehouse receives and validates the item, you'll be issue a full refund.
  

  Regards,

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

  PacSun Senior Manager, User Experience

• Initial Complaint

  Date:10/30/2022

  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.

  I returned 3 items back to PACSUN in October 2020 however I never received a refund. They provided me a return label that I did not use until weeks later however I was never able to pull up the tracking number. I contacted PACSUN via chat multiple times this year about my refund and they always said it would be processed but never was. I then disputed with the bank but PACSUN only proved it was delivered to my address and not returned. I thought it would be a loss on my end however I found a text confirmation my return was delivered to PACSUN and it matches the return label provided.

  Business Response

  Date: 11/07/2022

  Hello *******,

  A refund for $67.71 was processed on 2/2/22.  The refund, order #*********, however, was processed to an eGift Card and not your original method of payment.

  Feel free to email me directly at [email protected] so we can discuss next steps to remove the funds issued to the eGift Card and process a refund back to your original method of payment.

  Regards,

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

  PacSun Senior Manager, User Experience

  Customer Answer

  Date: 11/07/2022

  
  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:10/26/2022

  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 purchased a pair of sneakers from PACSUN in a size 7 upon delivery I noticed they sent me a a size 10 in the shoe. I reached out within ten min of delivery and sent photos of the shoe and the box they instructed me to return the shoe. The then denied a refund or exchange for the correct size which I ordered because of a ** code. I am not responsible for the ** code I sent the shoes back the same way the sent them to me. PACSUN sent the wrong size and want me to lose $350 for no fault of mine.

  Business Response

  Date: 10/27/2022

  Hello ********,

  Apologies for any inconvenience this has caused.  The particular shoes purchased are part of our PS Reserve inventory.  PS Reserve inventory is a limited collection of apparel, sneakers and accessories for resale value.  That said, all inventory we ship should have specific attributes to identify the sneaker is what we sent.  These attributes are strategically affixed or appended to these items to ensure in the event of a return, it's what we shipped out.

  When we initially received the shoes, one of the attributes was missing, hence the reason for return.  I am following up with our business partner that we get the merchandise from to ensure if the attribute was on this particular pair of sneakers.  I'm hoping to heard back in the next day or so.  

  I have your email to me flagged, so will respond with more info once available.

  Regards,

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

  PacSun Senior Manager, User Experience

  Customer Answer

  Date: 10/28/2022

  I do not accept the business response do to the facts I never received the correct item that I ordered, if you look on my order I ordered a size 7 the company sent a size ten. The shoes were unworn I never tried them on or removed anything. I reached out to PACSUN ASAP with photos of the shoe & box. If there is no QC code that is because the shoe was sent that way. This is still unacceptable because I did not order a size ten in this shoe so I paid for an item that I did not receive,

   

  Business Response

  Date: 10/28/2022

  Hello ********,

  We are reviewing the details.  A customer has every right to file a dispute/claim with the BBB; however, please note that has no impact on the decisioning process from our end.

  As previously stated, if the issue is truly on our end, we'll be processing the refund.

  Customer Answer

  Date: 10/28/2022

  Youre business is in partnership with another business that disregards valued customers. The whole situation is no fault of mines I did not order a size ten so the issue is fault of pac sun and the company from start. The incorrect size was sent to me so if the company you have went into business with cant ship out correct items you want the paying customers to take a lose. The lack of customer service including now is horrible as you stated if it is PACSUN fault a refund will be issued. Who else fault would it be that I received the incorrect item and it was not sent according to your return requirements. Im not the platform PACSUN is Im not the vendor or shipper so how the item was sent to me is 100% fault of pac sun and the company you have joined business with.

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a pair of FULL price $90 sweatpants from PacSun at ************** on 9/18. We went to return them on 9/25 and was told they were final sale. The tags are attached (no mention of final sale) and we have the receipt (also no mention of final sale). The store told us the salesperson should have told us - they are training new staff so they might have forgottten. They would not take them back! I have been trying to get in touch with someone at Pac Sun management corporate office for 2 weeks! My first "online chat" on 9/26 said I would hear from someone in 1 biz day. I followed up on email on 9/28 & let them know I needed to talk to a manager, never heard back. I called on 10/4 (spoke to ****** and was PROMISED that **** would call me back. I have never heard of a full price item not being returnable - without ANY mention on any of the tags or receipts. I cant seem to get someone to call me back- I want my money back or even a store credit for the $90 since we do shop there.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Placed a online order that I never received and when I called to complain they refused to return or refund the item.