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

  1074 Westminster Mall Westminster, CA 92683

• 

  Pacific Sunwear of California, Inc.

  7850 Mentor Ave Mentor, OH 44060

• 

  PacSun Southpark Center

  1028 Southpark Center Strongsville, OH 44136

• 

  PacSun Beachwood Place

  26300 Cedar Rd Beachwood, OH 44122-1158

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:08/22/2024

  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 am writing to file a formal complaint against PacSun regarding an order I placed on July 17, 2024, which has yet to be shipped or resolved despite numerous follow-ups.On July 17, 2024, I placed an order through PacSun's website. As of today, August 21, 2024, the order has not been shipped, nor have I received any clear communication or resolution from PacSun regarding the delay.I first contacted PacSun customer service via chat on August 1, 2024, and was told that I would receive a response within one business day. No response was provided. I reached out again on August 3, 2024, and was informed that orders typically take 1-2 business days to shipdespite my order being over a week old at that point.On August 5, 2024, I received an email stating that they did not have an update and requested an additional business day to resolve the issue. I did not hear back, so I followed up via email on August 13, 2024, only to be told, yet again, that they needed one more business day to provide a resolution.This pattern continued with additional follow-ups on August 15, 2024, and August 19, 2024, where I was repeatedly told that the issue required one more business day to be resolved. However, as of August 21, 2024, my package has still not shipped, and I have received no meaningful communication or resolution from PacSun.This experience has been extremely frustrating and has caused significant inconvenience. I am requesting that PacSun promptly resolve this issue by shipping my order immediately. Additionally, I would appreciate a formal acknowledgment of their repeated failure to deliver on their customer service promises.I trust the ********************** can assist in resolving this matter promptly.

  Business Response

  Date: 08/22/2024

  Hello *********,

  Apologies it's taken this long to resolve your order.  Unfortunately, the warehouse cancelled the order yesterday.  We do not charge at the time an order is placed, it's only an authorization, and those funds should have been released back into your account a couple of weeks ago given the order was placed 7/17.

  We'll be reviewing this internally to see where the disconnect in providing a more prompt resolution for your concern.  Again, we apologize for the inconvenience and wait.

  Please expect a $20 eGift Card to be sent in the next ***** hours.  This will be in addition to the $10 issued on August 15.

  Should you have additional concerns, feel free to let us know.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:08/19/2024

  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.

  Order placed 7/11/24, website indicates 5-7 business day delivery. Some pieces of order delivered on 7/23/24. 3 piece shipment. 1, incomplete (9 items out of the 14 were missing) - ********************. 1 delivered in full. 1 piece, ********************, not delivered. After I filed a complaint about the missing 9 items, Pac Sun indicated that the weight of the shipment was in full and that I needed to file a Police Report for a refund. The package was missing 9 items, and could not have weight the appropriate amount. There are a lot of other complaints on the web about this same issue as well as with shipping. Seems almost like a scam. Enclosed details about the missing items. White Baggy Cargo Jorts Item# ******* Juneshine Cans Sweat Shorts Item# ******* PAC WHISPER Active Osa Mini Skirt Item# ******* Active Black Seamless Ribbed Biker Shorts Item# ******* Strapless Plaid Mini Dress Item# ******* Eco Stretch Medium Indigo Paneled Wide Leg Jeans Item# ******* Variegated Striped Track Pants Item# ******* Oversized Rugby T-Shirt Item# ******* Order #********* Purchased online on 7/11/24 Order Total: $537.43 Items: 17 Status: In Process

  Business Response

  Date: 08/20/2024

  Hello ********,

  Sorry to hear your issue was not resolved to your satisfaction.  We can confirm that our warehouse and ***** delivered the package with tracking #******************** at just under 10 lbs (9.8 lbs).  This suggests that all items were in fact in the package, and not just the 5 you've stated were received.

  When your police report was filed, we were unable to refund/replace the order due to a dispute being filed.  We do need to wait for said dispute to be resolved before we can proceed.  In checking with our Finance team, **************** awarded the dispute in your favor for $277.80.  We recommend contacting your payment provider to confirm.

  Should you need further assistance, please feel free to contact Customer Service.

  Regards,

  ********************** Customer Service

• Initial Complaint

  Date:08/16/2024

  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 for an essential pullover on August 10th with Express shipping for an additional $13, which takes 3 days or less to receive. The item shipped on August 12th which is already the 2nd day into the express shipping I paid for. Low and behold my item has been shipped DHL **** which is not express shipping. I tried numerous time call customer service and the recording says there is an issue with phone line but chat is working but that is not monitored by a live person sadly it is robo generated messages who AI response. I then emailed to get my refund and the indication of my email received says they will respond in 1 day. They have not responded at all and it is impossible to speak to a real person. This item is currently in ******* and has an expected delivery date of 8/16. This date exceeds what I paid for. This is unacceptable for a companyof this caliber, and I want my refund for shipping I paid express for and fid not get. How can you send a package by **** for express ship? This should have been *** or ****** I need a gift card fir all the trouble as well as you all not shipping the order express. This was a gift and their birthday has passed.

  Business Response

  Date: 08/16/2024

  Hello S Heards,

  Sorry to hear you package has yet to be received despite paying for Express shipping.

  Your order was placed Saturday, 8/10.  We do not ship on the weekends, we ship Monday - Friday, excluding holidays.  Your package shipped Monday, 8/12, which was the earlier business day it could have shipped; however, to your point it was not shipped out Express shipping.  We've refunded the $13 shipping fee just now.  Please allow 3-5 business days for the funds to post to your account.

  For the inconvenience, we'll be sending a $15 e-gift card, which is redeemable online or in-store.  Please allow 1-2 business days for us to get this over to you.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 08/16/2024

  
  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,
  
  S Heard
  
   
  

• Initial Complaint

  Date:08/13/2024

  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.

  My daughter bought two PacSun shorts online. They did not fit and told her she could return at a PacSun store. She drove 30 minutes to a PacSun store and they said they couldn't give her credit card a refund due to their systems being down. They issued her a store credit which they said if she called customer service could be reapplied as a refund. She has been calling **************** to no answer for two months now. They say she can chat with a **************** agent but the chat option has been disabled for over a month. Their HQ phone number has been disconnected. Is this company still in business? Worst **************** in my 65 years on this planet. Avoid this brand at all costs.

  Business Response

  Date: 08/13/2024

  Hello *****,

  Apologies you've had issues getting a hold of Customer Service.  Our phone lines have been down for a while, but chat has been on Monday - Friday, from 9AM - 5PM PST for the most part outside of handful of days.  Additionally, we've been responding to emails 7 days a week from 8:30AM - 5:30PM PST.

  Would you be able to provide your daughter's contact and order information and we can prioritize reaching out?

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:08/13/2024

  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.

  We have bought an extremely large amount of items from Pacsun. They have a rewards system where you can earn $5 rewards after spending a certain amount of money. Therefore, we have accumulated $55 in rewards. However, there is a limit that you can only use $25 in rewards every month, as as we have already reached that limit we cannot use the $55 in rewards that we have earned, strictly from buying so much. So, after realizing that the rewards we had earned were going to expire before the new month where our rewards limit would reset, we contacted Pacsun, not once, not twice, but 3 times. The first time we contacted them, the representative said they would put in a request for our points to be marked as used, and in return we would receive an e-gift card for $50 to compensate for the rewards that WERE NOR EXPIRED, but GOING TO EXPIRE before we were even eligible to redeem them. They said it would only take one day for us to receive the gift card through our email, but the next day, which was a business day by the way, we never received any email let alone the gift card we were promised. So, we contacted them again via chat, because they do not take phone calls anymore. They said our request got denied because the rewards were 'expired' however they were not. they again said we would receive an email update the following business day but yet again, we never received anything, even after confirming our email, telling multiple representatives the situation, and chatting for over an hour with the representatives since they are so slow. Therefore, We again contacted them and asked them to put in a new request, this was yesterday, and still, did not receive any update via email, and still have not received our gift card. This is extremely inconvenient because we are VERY loyal customers buying hundreds of dollars in products they sell. The fact that we cannot use our rewards which we earned BY BUYING STUFF, is terrible, and the fact they will expire before we can is horrid

  Business Response

  Date: 08/13/2024

  Hello ********,

  Apologies your issue has yet to be resolved and you feel are our policy of the $25 rewards redemption limit every 30 days is not ideal for a customer such as yourself.  The latter has been a policy for several years, but we'll definitely share your feedback with the business regarding this.

  We have forwarded this information to our back office team.  Please except someone to reach out within the next 1-2 business days to help resolve this for you.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 08/14/2024

  we have been contacting someone online chatting with them for over a week now, so if someone would get back to me, I would appreciate it because no one ever gets back to me. all we want is what we are supposed to get because we have the points. I'm not asking for anything else.

  Business Response

  Date: 08/14/2024

  Understood ********.  As communicated last night, someone should be reaching out today or tomorrow.

  Our apologies for the delay and inconvenience.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:08/09/2024

  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.

  - Purchased a pair of jeans from PacSun on April 27 for $59.95 at the ************* located in *********, *********. Not even more than two months later (in June) the pants ripped as I was just walking down the stairs. The rip is unrepairable. - On June 27th, I reached out to PacSun to see if I could get a refund or replacement. I talked with *****, gave her all my information including the date it was bought, where, what the item was, the price, and the card that was used for the purchase. She informed me that she would look into the issue and get back to me as soon as possible.- It is now August and I havent heard anything from PacSun.

  Business Response

  Date: 08/09/2024

  Hi *******,

  Apologies this was not correctly handled back in June.  Your information has been forwarded to our back office team for review.

  Please allow 1-2 business days (excludes weekends) for the team to reach out to you.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 08/09/2024

  
  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:08/07/2024

  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.

  Order # ********* Bought online, would not take return at store despite return policy specifically stated that was an option.Customer service phone number and chat lines are always unavailable.No one ever responds.Their headquarter phone number is disconnected.

  Business Response

  Date: 08/07/2024

  Hello ****,

  Sorry to hear the store did not refund you as they should have.  With respect to phones and chat not being available, email has been a little backed up the past few weeks, so we've routed all volume to email.  Apologies for the inconvenience.

  We can see that you emailed us and we responded yesterday, 8/6 with next steps.  If this was not properly resolved, feel free to chat in at your earliest convenience, as chat is back up and running.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 08/07/2024

  
  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:08/07/2024

  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 made a purchase of several items at *************************************** on 6/28/24. When I went to wear one of the shirts, the corset wire was coming out. This made the shirt impossible to wear. I had not taken off the tags yet so a return should be easy. When I went into return on 7/12/24, ***** the store manager refused to help. Even with tags and a receipt she told me she would not return the item. She also kept my receipt and refused to give it back when I asked for it back. I work retail so I understand policy and procedures but I know that when an item is damaged and obviously not the customers fault, I always take care of my customers.

  Business Response

  Date: 08/09/2024

  Hello ******,

  Apologies that this was not handled more appropriately in-store.  Please reach out to our **************** team via chat or email on pacsun.com for further assistance.

  Please be sure to include original purchase details such as the date of purchase, store location and last 4 digits of the card used (or amount if cash was used).  We'll work with you to resolve this issue.

  Regards,

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

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

• Initial Complaint

  Date:07/29/2024

  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.

  On 6/23/24 I placed an order for $132 worth of clothes. According to my bank statement, I was charged for 2 items of the order, as they process and ship in increments (something I was aware of and thought nothing about). On 6/26, I received a shipping confirmation from **** saying that my package had been delivered. I did receive a package but inside was not what I ordered. I understand that mistakes happen but when I contacted a customer service representative, I was informed that one of my items was out of stock. Prior to this, I received NO information saying that something I already paid for was out of stock. This means that they were just going to not ship my item, not inform me, and keep my money until I contacted someone. The resolution process was an absolute headache and though Im now receiving a refund for my item, I shouldnt have had to go through everything I did to get it. Heres the kicker- as a courtesy for my inconvenience I was offered a 30% off coupon! All that for only 30% off is ridiculous! Eventually I fought to get a $15 gift card (still less than even one of the items I bought) but that still doesnt make up for the fact that I was never going to be informed about a PAID FOR ITEM being out of stock and that I had to speak to multiple people to get so much as a refund. To make matters worse, I still have to go drop off the wrong item that they sent me to get it returned, costing me gas, time, and I have to buy a mailer. Along with all of this, their site is incredibly buggy and is constantly freezing and glitching. This is behavior that shouldnt be happening and that I hope happens to no one else.

  Business Response

  Date: 07/29/2024

  Hello ****,

  Sorry to hear the wrong items were shipped to you.  Unfortunately, that is not something we can predict/control, so we would need for the customer to reach out in order for us to be aware of the mistake.

  We'll review your feedback internally regarding our website performance and policies to see how we can improve.

  Regards,

  Pacsun Customer Service

  Customer Answer

  Date: 07/29/2024

  Its not the fact that the wrong items shipped, I understand that is not something that can be easily controlled. The issue is the fact that I was never notified that the item I ordered was out of stock yet I was still charged for it. If I had not contacted someone, I wouldve been charged for something that I didnt receive. I shouldve gotten an email, text, notification- ANYTHING- about my item being out of stock. This gives me the impression that you were just going to keep my money if I had not said anything, which is ridiculous. It was also incredibly frustrating when I was offered just a 30% off coupon! Seriously, all that for 30% off? Please fix your buggy site and lack of communication between your inventory and your customers. This has been way harder than it shouldve been.

  Business Response

  Date: 07/30/2024

  Hi ****,

  We apologize the wrong items were sent,; however, as mentioned previously, there is no way for us to know you were sent the incorrect item.  As a result, we cannot notify you of any inventory availability, because our assumption is that you received the correct product.  This scenario would rely on the customer contacting us to let us know of our mistake.

  Our apologies and thanks for the feedback.

  Regards,

  Pacsun Customer Service 

   

  Customer Answer

  Date: 07/31/2024

  
  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:07/27/2024

  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.

  Ive been a loyal PacSun customer over the years and have spend up to $900 on single orders in the past. I recently placed an order for (2) of the same style halter tank tops and paid for expedited shipping in hopes they would arrive for my trip- order #*********. I received the package (unopened) after Id left for my trip so it took a couple weeks for me to open the package. Upon my return saw I received only one of the halter tanks and the shipping invoice said it contained 2. I contacted customer service to ask when the second tank would ship. I was then told theyd need to review the weight of the package they shipped to me and let me know if both halter tanks were shipped in the shipping bagas if they could tell if one or two were shipped when its a light gauze halter top! I then had to follow up a few days later and was told they shipped both according to the weight and I needed to file a police report. Absolutely absurd. A police report for what, them stealing my money?! The halter tank top I was short shipped was under $20 and theyve lost a loyal customer by the way this company handles their warehouses human error! Completely unacceptable.

  Business Response

  Date: 07/28/2024

  Hello ********,

  Apologies to hear your concern was not handled to your expectation.  Reviewing the contact, **************** did handle in line with company policy.  Please note we did refund you for a similar concern for an order placed on March 22 as a one-time courtesy.

  That said, we can see the prior order history and are appreciative of that.  We've gone ahead and refunded one of the tops just now for $20.32.  Please allow 3-5 business days for the funds to post back to your account.

  Please note that similar occurrences go forward will be subject to company policy.

  Regards,

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