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:01/02/2025

  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.

  Order No: ********* I paid Pacsun a total of ****** and only have recieved back ******* after returning all the items. This order was back in June I called support and they said they would follow up with me regarding this matter and haven't heard anything from them since. This is absolutely ridiculous. I understand that there are costs associated with returning items and I'm happy to pay whatever restocking fee or shipping fee I have incured for returning all of my items but to be shorted $500 is a bit ridiculous in my opinion. I decided not to dispute this with my credit card provider because I believe pacsun is a company that does in fact care about its customers and I'm hoping this is all just an honest mistake. I'm requesting for some money to be returned to me.

  Business Response

  Date: 01/03/2025

  Hello Karan,

  As discussed with our **************** team yesterday, there are multiple items that have yet to be returned.  Please see below for a list of said items:

  6119333 , *******, *******, ******* , *******, *******, *******, *******, *******, *******, ******* (2 units)

  A prepaid return label was furnished to you yesterday.  Once the items are received and processed, we'll proceed with issuing a refund.

  Regards,

  Pacsun ****************

• Initial Complaint

  Date:12/29/2024

  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 ordered 2 pairs of jeans. In September. Original order was " delivered" but it never came. Said they do not require delivery service to take pictures for proof of delivery. They resent order, again, stated delivered. I have cameras on my property, nothing was ever delivered. Said they could refund 70% of my order, takes 15, to 25 days, That was October 31.

  Business Response

  Date: 12/29/2024

  Hello *****,

  Sorry to hear you've head issues getting this resolved.  Reviewing the communications, your order #, email and phone #, we're not seeing an order in our system under any of that info.

  Can you confirm if this was placed under a different email address?  Did you contact us under a different email address?  In order to properly assist, we'll need to locate your order information.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:12/22/2024

  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.

  PacSun has a return policy ..which really is a lack of return policy on FOG clothing only. You are not even able ti return during the holiday season. Worst thing is..FOG clothes run super big and I purchased for a Christmas present. 200 wasted due the sizing being soo off. PacSun you should do better with customer service .

  Business Response

  Date: 12/23/2024

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

  Apologies the return policy is not to your liking.  In-store, at the cash register area, there should be signage indicating the return policy for FOG, which is you can return for store credit or exchange up to 7 days from the purchase date.  A refund to the original method of payment cannot be done.  Online, we communicate the final sale policy on the product page (where you select the size and can view photos of the item), the shopping bag/cart, and checkout, along with our **************** page.

  That said, we do try to be as transparent as possible around the policy.  We're unsure where the purchase was made, but feel free to contact **************** to see what options we can potentially walk you through.

  Regards,

  Pacsun ****************

  Customer Answer

  Date: 12/23/2024

  the items were purchased online and it would be great if there is an option for store credit especially during the holiday season. 

  Business Response

  Date: 12/24/2024

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

  We can help to facilitate that.  As mentioned, please contact our **************** team for next steps.  You can visit the link below for ways to get in touch with us:

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

  Regards,

  Pacsun ****************

  Customer Answer

  Date: 01/02/2025

  Hi- I contacted customer service and they said there are not able to provide store credit. Please assist. 

• Initial Complaint

  Date:12/19/2024

  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 for a Men's size M sweatshirt on 12/2/24. I received the package one week later and a Children's size M sweatshirt arrived instead of Men's size, which is what I ordered. I chatted with PacSun online customer service for 30 minutes and was assured a MEN's size replacement sweatshirt would arrive within 2 days, expedited shipping, as originally I was offered standard shipping and expressed that I did not want to wait another week for something as the error was on their part. Two days passed and the replacement sweatshirt never arrived. I went back to the Pacsun online chat and was told that the replacement order was under review and was still showing as pending Standard Shipping. I explained the issue and shared that I was expecting the sweatshirt to have arrived already as two days had passed. I was then told that the request for expedited shipping was denied. I asked to cancel the order and was told that the order could not be canceled but that I could refuse the shipment once it arrived. I also asked this second online chat representative to confirm that the sweatshirt did indeed come in a Men's size and that the Men's size would be what they would ship to me - and that was confirmed. The replacement Pacsun package just arrived today 12/19/24; ***** dropped the package on the porch and drove off. There was no way to refuse the order for one, and secondly, I still wanted the Men's size M sweatshirt. I opened the replacement package and another Children's size M sweatshirt was there. I have now been on the phone on hold for 30 minutes awaiting a supervisor. Please also note that neither sweatshirt received had any price tags. The customer service agents asked me for the *** numbers so they can investigate, however, the items arrived without tags - this is outrageous! I am being told that I will be refunded once the return shipment is in transit. So I am hopeful. But this complaint needs to be shared with consumers.

  Business Response

  Date: 12/20/2024

  Hello ********,

  Apologies the wrong size was shipped twice to you.  We can confirm there is documentation on the original order to issue a refund once the wrong sizes are in transit back to our warehouse.

  Reviewing the order, the item was shipped by a third party vendor.  Not all items on our site ship from our warehouse or store, so we partner with other brands to sell their goods, and those brands fulfill the orders themselves and send out on our behalf.  We've shared the inventory mix up internally so we can circle back with the brand to fix the issue.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:12/18/2024

  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 didnt receive the package,***** said delivered but not my house.I try to find PacSun,but said I need to find bank to dispute,but almost three years bank always no resolve my dispute.I dont know how can I do Because I really didnt my package but Pacsun and bank both no resolve my dispute.

  Business Response

  Date: 12/18/2024

  Hello Yishuan,

  On initial contacts back in December 2022, we advised you had the option to file a police report or dispute.  Reviewing the order notes, a dispute was filed and we were awarded the dispute by your payment provider.

  Unfortunately, with the order being two plus years old, we are unable to action the order any further at this point.

  We apologize for the inconvenience; however, we do encourage customers to file a police report to ensure little friction from being issued a refund.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 12/23/2024

  I don't accept this way of handling it. During this period, I find to Pacsun three times, and they always tell me to go to the bank to dispute it, and they didn't want to solve my problem. Then in the past three years, I asked the bank to dispute it ten times, and I always asked the bank to dispute it. said there was insufficient evidence and they refused to refund me. I clearly did not receive the package and tried to contact the police. However, the police said that it was very common for packages to be lost and they refused to accept my report. I didnt know what to do. The company and the bank were in conflict. It has been almost three years since neither party has completely solved my problem. Everyone will collapse, right?

  Business Response

  Date: 12/24/2024

  Hello Yihsua,

  As the merchant, we cannot control what the bank determines.  We simply provide them supporting documents for the purchase and delivery, and they make the independent decision to rule in favor of the merchant or customer.

  Given the age of the order, as previously mentioned, we cannot issue a refund.  

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:12/13/2024

  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 on 12/8/2024 from Pacsun, Ordered a Large Nylon Jacket for $205. On 12/12/24 1:29pm The jacket was marked delivered by ****** I checked and saw that the package was not there and went online to track it. When i checked at the proof of delivery , it showed a picture of a huge box that was my other parcel for my mother that was also suppose to be delivered by *****. I have attached proof showing both tracking with the same box for proof of delivery. I contacted pacsun multiple times with no reply other than an automated bot that promised a refund. I have no been able to contact a real person and my parcel was stolen lost by *****. I need to be reimbursed ASAP.

  Business Response

  Date: 12/14/2024

  Hello ******,

  Sorry to hear you believe the package was stolen and that the carrier did not provide a better photo displaying the Pacsun package.

  In the event a carrier reflects delivered, regardless of it's ************ DHL, etc., we do require a police report for stolen packages.  Once the police report is filed, please provide a copy to us at ********************************************************************.  Once we validate it, we can proceed with the option to refund or replace, inventory permitting.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 12/14/2024

  I have ordered multiple times before and never had an issue. I have camera and this package was never delivered. Called the police department regarding this issue and was told I have to come down in person and file a report. They do not accept online or phone reports. This is really inconvenient since I work two jobs and have to take time out of work for this. I would really like you to investigate this claim with ***** because they would not talk to me since they say this is smartpost and **** handles it. I call **** and they said to contact ***** again. Then ***** told me that only the shipper can file a claim with us and investigate. 

  Business Response

  Date: 12/14/2024

  Hello ******,

  We can file a claim, but it will be denied most likely and can take up to ***** days for a resolution from the carrier.  If you'd prefer to go this route, please let our **************** team know and we can initiate the claims process.  ******** advises it was a delivery issue on their end, we'll issue the refund.  If ***** advises the package was delivered successfully, we'd be back at requiring a police report, hence our suggestion to file the police report to avoid the length claims process and high possibility that the carrier would advise the package was successfully delivered.

  Regards,

  Pacsun ****************

• Initial Complaint

  Date:12/13/2024

  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.

  Placed order for 2 pair of jeans. Received a package, however, it included 1 brown shirt only. Spoke to a *** online and was told I would receive a return label for the incorrect item to ship back and I would receive an email from the support team the following day regarding the missing items. No email received. Mailed back the brown s*** to them and have conformation that the package was delivered back to them as attached. Spent lots of time on the phone and chat to work out this issue and they were more concerned about getting the brown shirt verses sending me the items I ordered. As of today, the items I ordered and did not receive are out of stock and unavailable. This company does not take responsibility for mistake in which they cause and are not concerned about ensuring the customer receives what they paid for.

  Business Response

  Date: 12/13/2024

  Hello *****,

  Apologies the correct items were not shipped to you and this was not handled in a more timely and efficient manner.  

  We do see that a refund for $84.56 was processed earlier today.  We will submit that to your payment provider later this evening, and the funds should post to your account in 3-5 business days.  Ideally, we would have loved to send you the items you purchased, unfortunately both pairs of jeans are currently out of stock, so we had to issue a refund.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:12/09/2024

  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.

  This company is the worse, customer service may be even more worse. Complete lazy a** idiots.Anyway, I placed an order and it said it was delivered to local post office on November 30th which I constantly keep bringing up to these useless, clueless and helpless customer service. Which means it was NOT delivered to my address, it was then switched from *** to **** and it still says Estimated Delivery is December 2, 2024 no updates or anything and I keep telling these people that its no longer updating and they do NOTHING but repeat the same BS and its annoying as h*** atp.This company keeps saying file a police report instead of reshipping or refunding the item. Can they NOT see on their end that this package was not delivered to me when they can see the tracking? Why the h*** would I file a f****** police report over a **** t-shirt ???? Nobody has the time to do that or to be wasting anyone elses time over something thats not that serious. Just stalling and wasting time going back & forth with these ppl.Ill be getting my money back someway and I definitely will not be shopping again with them. Horrible f****** experience.

  Business Response

  Date: 12/10/2024

  Hello T *****,

  Apologies you do not feel your concern has been handled appropriately.  The package was shipped *** Mail Innovations.  *** picks up from our warehouse, hands it over to ***** and **** makes final delivery.  While we can't speak to why *** is reflecting an estimated delivery date, ***** which is the carrier that delivered the package, reflects delivered.  Please refer to the link below.  This tracking # can be pulled from *** as well.

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

  While we understand customers may not like the policy, given the package was delivered, we would require a police report to be filed and validated before a refund or replacement is issued.  A copy of the report can be submitted to ********************************************************************.  Once this is complete, we can reach out to discuss next steps.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 12/13/2024

  
  

  Business Response

  Date: 12/13/2024

  Hello T *****,

  No additional comments came through on your latest response, so pasting in the response provided last time for now since we're unsure what the request is.

  Apologies you do not feel your concern has been handled appropriately.  The package was shipped *** Mail Innovations.  *** picks up from our warehouse, hands it over to ***** and **** makes final delivery.  While we can't speak to why *** is reflecting an estimated delivery date, ***** which is the carrier that delivered the package, reflects delivered.  Please refer to the link below.  This tracking # can be pulled from *** as well.

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

  While we understand customers may not like the policy, given the package was delivered, we would require a police report to be filed and validated before a refund or replacement is issued.  A copy of the report can be submitted to ********************************************************************.  Once this is complete, we can reach out to discuss next steps.
  

  Regards,
  Pacsun Customer Service

  Customer Answer

  Date: 12/20/2024

  I am done dealing & responding back to this company. Their response makes no sense and been nothing but BS, and just not worth my time. Im not filing no police report over a cheap item. One of the dumbest policies Ive ever came across from a business.
  

  Since these people cant do anything, all their responses will be rejected and I still stand by what I said. 
  

  Please close this ticket as I no longer wanna hear back from these clowns, still rated -1, worse company to deal with if you never received your item.

• Initial Complaint

  Date:12/06/2024

  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 have purchased from PacSun numerous times at their physical locations. Great experience overall. About a week ago I ordered on their online site for the first time expecting the same great experience. Package took a little longer to ship than desired but managed to ship at an acceptable time-frame. About three days go by and my package is on its way to me per *** and **** tracking. Package is marked as delivered with no picture evidence of delivery. Weird, since normally there is always evidence of delivery. Now I am missing all of my items. I contact them to question the delivery and request compensation (refund or reshipment) for my missing items. Im put on hold for a decently long time only To be informed that they can only refund me once I have filed a police report. Seriously?? A police report for what? YOU stealing MY money?? Ridiculous, all this this haste for the mere possibility of compensation. Missing items were Metro Boomin T-Shirt ($21.00), Post ****** Too Cool To Die T-Shirt ($21.00), and PacSun Medium Indigo Jeans ($41.96), and an additional $6.51 considering tax totaling $85.47 STOLEN from me. What kind of policy is this??

  Business Response

  Date: 12/08/2024

  Hello ****,

  Sorry to hear you did not receive your package despite tracking indicating it was delivered.

  At this time, ***** is the only carrier that provides photo images at the time of delivery.  ***** DHL, and *** do not offer that service to us at this time.

  The policy requiring a police report before we issue a refund or replacement is correct.  Once filed, please provide a copy to us at ********************************************************************.  Once we validate it, we can discuss next steps.

  Regards,

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

• Initial Complaint

  Date:12/05/2024

  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 ordered a hoodie from pacsun from the tiktok shop last week. I was supposed to receive it on wednesday Dec 4th and I have not received it. The FEDEX delivery driver that sent a picture of my package literally didnt even take a picture of it in front of my door. Go look at the picture I put in. Delivery drivers are required to send a full picture of the package secured to the front door or what was the point of the delivery. How am I supposed to know that he didnt take it after taking a picture of it? He took the shittiest picture of it in his hand and called it a day and I didnt receive it.. doesnt that sound suspicious?? I contacted pacsun and they declined a refund for the package that I DIDNT EVEN RECEIVE. I AM NOT PAYING FOR SOMETHING I DIDNT RECEIVE.

  Business Response

  Date: 12/06/2024

  Hello ******,

  Sorry to hear you did not receive your order despite tracking indicating it was delivered.

  As was mentioned to you via your TikTok claim, we'd require a police report to be filed, sent to ****************************************** and validated, before we issue a refund.  Please note TikTok also aligned with our request, hence closing your claim in the merchant's favor.

  Once the above is complete, we'd be happy to assist further.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 12/06/2024

  Im not legally obliged to file a police report. First of all I dont have the correct resources to file a report. They need the address, they need a picture, they need camera footage. All of which I do not have. I have a s***** picture that the delivery driver took of my package and my building has no cameras. What are they supposed to do with a police report thats missing information? The COMPANY. The SELLER is responsible for packages until it reaches their customer which I DIDNT RECEIVE. You are responsible for giving a refund or replacement for a package that went missing from your company.

  Business Response

  Date: 12/06/2024

  Hello ******,

  We understand the photo only shows the label.  Unfortunately, that photo is provided by *****, which we as the merchant, have no control over.

  Authorities do not need a photo showing delivery in order for someone to file a police report.  Our Privacy Policy states that when ship it out, the package is no longer in our control and we are not responsible for delivery.  That said, we do understand that mistakes can happen, however we do require the police report before refunding.  We unfortunately cannot blindly refund.

  Regards,

  Pacsun Customer Service