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:07/24/2024
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.
Hello, I have a gift card, and I have tried to use it several times on the website to no avail with continuous errors as pictured. I have gone to the store several times as well, but the items are not in stock. The store also could not place the order online for me. It has been a waste of time and trips trying to use this gift card. Please help me resolve this. Thank you
Business Response
Date: 07/25/2024
Hello ********,
Sorry to hear you've had issues placing an online order with your gift card. Gift Card ******************* does have a working balance of $64.15, so the issue is not with the gift card.
Any order placed on our website goes through security review, and that is where the order is being rejected. For security reasons we cannot specify much more than that. The gift card is valid and as mentioned, has a working balance of $64.15. We recommend purchasing physical items in-store. If the order is placed inside the store, the same experience of the order being rejected will occur.
Apologies we cannot provide much more info than that. We are limited for security reasons.
Regards,
Pacsun Customer Service
Customer Answer
Date: 07/25/2024
I am fairly certain this is not legal. I have funds to a store, and I should be allowed to use them - especially when the products I want are not available in-store.
As a loyal PacSun customer, I would like this resolved. If not, someone can please reach out to me via phone.
Thank you
Business Response
Date: 07/25/2024
Hello ********,
The gift card is valid and can be used in store, it cannot be redeemed online.
As previously mentioned, please feel free to reach out to our **************** team should you have further questions.
Regards,
Pacsun ****************
Customer Answer
Date: 07/27/2024
They are not letting me order online with no reasonable explanation
Initial Complaint
Date:07/22/2024
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.
We placed an online order with PacSun and waited quite a long time for delivery. We also were given a 20% off coupon code for referring a friend that placed an order and the code came back as "invalid" at checkout, so we were unable to use it. Also of note, this is not our first time ordering and also not our first time experiencing being unable to use a promo code that was emailed to us from this business. One of the items that we paid $33 did not work out and we returned it at the *************, ** store. When the cashier handed me the receipt, I was only refunded $24.76 for the item instead of what we paid. When I asked about this, I was told that there was nothing they could do and that they have a new system that has been having this issue and that 'corporate is aware of this'. I asked to get my complete refund back and was told that I would have to call customer service on Monday. I called customer service on Monday and the recording came on to tell me that they don't accept phone calls and to go to the website to chat. I called the store at the mall back 6 times, only to get a recording saying that no one was available to take my call. This company is very deceitful in their business practices, what they charge versus what they refund you if you return something, does not honor promo codes that THEY send you when you sign up and are rude beyond belief. I cannot believe they are still allowed to conduct business this way as I see the hundreds of other complaints here that are very similar to my experience. Shame on you PacSun. Perhaps a class action law suit will change the way you do business. Large retailers should not be allowed to get away with robbing customers of monies paid for merchandise.
Business Response
Date: 07/23/2024
Hello ******,
Sorry to hear about your experience. You contacted us via chat on 7/8 and we're given the one time courtesy to apply the promo to items that should not have been further discounted. As with any promotion we run, we specify that certain items and/or styles are excluded from further discount. **************** also made you aware of that on the aforementioned contact.
With respect to the refund amount, since **************** did honor the discount, it dropped the amount of the price you initially paid. Additionally, any time rewards are redeemed, which they were on this order, they get applied to an item, not the order. That is to say that the price breakout on your order confirmation may change once it's hits our system and a customer makes a return. So a refund is issued for the amount the item shipped under, which again, can be different than what you see at checkout or your order confirmation. Additionally you spoke to **************** again and they issued you an additional refund for $2.23.
Based on the above, you should be whole now. Please contact **************** if you feel that is not the case.
Regards,
Pacsun ****************
Customer Answer
Date: 07/24/2024
what a horrible response to a customer. Your response was rude and condescending to say the least. Your BBB page is riddled with hundreds of complaints quite similar to mine, which shows how PacSun does business. I should not have to spend my time contacting customer service on multiple occasions to resolve an issue. None of my items purchased were excluded from using the coupon code you sent me. Its simple bait and switch tactics and has occurred several times. And to top that off, you dont refund what customers paid when items are returned which results in further time spent having to contact customer service. Fraudulent business practices all around and feeling less alone when reviewing your BBB F rating and others who have experienced the same. Shame on you PacSun for your shady business practices and your condescending response to me. I will never spend another single dime supporting your business and hope to be a part of any class action lawsuit that will ultimately result when you do business like this. It will eventually catch up to you.
Business Response
Date: 07/24/2024
Hello ******,
Apologies you feel the response did not correctly address your initial concern.
We appreciate the feedback and will continue to looks at ways to improve our customer's experience.
Regards,
Pacsun Customer Service
Initial Complaint
Date:07/17/2024
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 bought clothes totaling $581.31 on June 1st and I returned them over a month ago via shipping. I have been going back and forth with customer service and apparently today is the 20th business day in the time frame that they have to "process returns." I was also promised by the customer service agent that I would get my refund today, yet their customer service chat is closed even though it is a weekday, and it is 11:35 am PST, within their customer service hours. It is absolutely ridiculous that I have to wait over a month for a refund on clothing items that I returned. I demand a resolution now as you guys have promised.
Business Response
Date: 07/17/2024
Hello *******,
Apologies you've yet to receive your refund. As was communicated on 7/8, the package has yet to be delivered to us, so we have not been able to validate what has been returned.
****************************************************************************************************************
Unfortunately, the agent you spoke to two days ago failed to mention that. While yes, typically the process is 20 business days all in for mail in returns, it would require we receive and inspect the package first. Once it's delivered, we can revisit, as we need to confirm the contents before refunding.
Regards,
Pacsun Customer Service
Initial Complaint
Date:07/13/2024
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.
Date of transaction: 31/05/2024 Amount of money you paid the business: CA$1701.79 What the business committed to provide me: I have listed my order in the picture section.What the nature of the dispute is: My order from PacSun, placed on May 31, has been stuck in the processing stage for an incredibly long period. Despite multiple attempts to resolve the issue through PacSuns customer support, I have only received repetitive and unhelpful responses stating that a resolution will come soon. I am requesting a refund for my order due to the significant delay and lack of effective support, with your help, I hope I can just get a refund. I had payed for quick shipping, which shouldve taken a week or less to deliver. This is such a high value order that has just vanished, I am being punished for it by being completely disregarded by Pacsun.Whether or not the business has tried to resolve the problem: They say they have been trying, but its been since the 12th of June that I have been asking for help. Multiple support staff and supervisors.Unfortunately I do not have the screenshots of me contacting live chat, where I tried to get a resolution via supervisors and regular support.
Business Response
Date: 07/15/2024
Hello ******,
Apologies for the lengthy delay in having this resolved. Based on the order date, this should have shipped and been delivered long ago.
After reviewing the order details further, looks like our 3PL we use for international shipping was stating one of the three shipments their way wasn't received, so they were holding on shipping what they had received. Due to the delay, the order has been cancelled in full which will trigger a refund. Please allow 3-7 business days for the refund to post to your account.
Sincere apologies for the delay. We'll circle back with our 3PL to see how we can avoid this going forward.
Regards,
*************************
Pacsun Sr. ******** User Experience
Initial Complaint
Date:07/11/2024
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.
There was an error with a return that I attempted to make, they gave me store credit when I should have been refunded the money from the return. I reached out to customer service in May so that they can give me the correct refund and was told June 8th that they had resolved the issue and it would be refunded in 5 business days, its now been a month since that and I still have not been issued my refund. Each time I ask I have gotten the same email that says we have forwarded this to our internal team, we will reach out in 1 business day but they dont reach out until i follow up again and get the same message from them.
Business Response
Date: 07/15/2024
Hello ****,
Apologies for the delay in getting this issue resolved. I've reviewed the contact threads with the **************** team and they've handled as best as they could.
We're unsure what the delay with our payment processor is, but we have an escalation out to them as of this morning to see if the request we submitted back in June has been completed.
Feel free to contact me directly at *********************************** if you don't hear back from us by end of day tomorrow (Tuesday, 7/16).
Regards,
*************************
Pacsun Sr. ******** User Experience
Initial Complaint
Date:06/30/2024
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.
Date of transaction - 06/15/24 *** of money paid- $42.00 What the business committed to provide you- Please note, this complaint is for PACSUN in the Mall in ********. MD.21044 The business does not follow return policy of 30 days in new condition with original receipt. The cashiers code items in their system incorrectly and customers have to suffer. What is the is the dispute- Will not issue me full refund paid for item returning in the amount of $42.00 as shown on my original receipt, instead opted to give me a lesser amount of $22.00 in the form of store credit, saying their system has my purchase item listed as "unregistered item" when the cashier rang it up. My item is within the 30 days return policy noted in the disclosure. I have my receipt and the item is in new condition with tags attached. (please see screenshots).Whether the business has tried to resolve the issue- No, the two male cashiers who worked on 06/29/24 were firm stating, " I could not get my full refund because they said, they can only go by the system and they were not the associate who process the transaction like that ." They ignored my receipt completely and had no comments when I tried to prove my point. I asked to speak to a manager. It was ***** am and I was informed none was on site. Here I am filling this complaint. Also, if you look at the reviews for this ************************************ location, there are negative reviews from customers who had issues with this store with similar issues receiving lesser monies and were given store credits for return items.If the issue involves advertising etc- No, my item was purchase in store. I originally returned and online purchase and was given a refund of $48.00 and the money was applied to buy another item in store for $42.00. (please see attached receipt). I should get my full refund of $42.00 and not a store credit of $22.00 in returning the item. Thank you for your assistance in this matter.
Business Response
Date: 06/30/2024
Hello *******,
Sorry to hear you had issues inside one of our store locations with your return.
In order to further assist you, can you please contact me directly at *********************************** and provide a copy of your return receipt? I'll be more than happy to get this resolved for you.
Regards,
*************************
Pacsun Sr. ******** User Experience
Initial Complaint
Date:06/25/2024
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.
On 06/14/24 I bought 4 items from the company but my order has not been shipped. ******** services is refusing to give any information in regard to the order. I was charged for it but it has not been delivered. On different Internet platforms like Instagram and Tiktok they are complaining about the lack of responsibility and seriousness of this business.
Business Response
Date: 06/25/2024
Hello *****,
The TikTok platform experienced a pricing error for a short time on June 14th which caused the prices for all Pacsun goods to temporarily reflect an incorrect selling price of $20.01. Under the terms and conditions of sale applicable to all consumers who purchase Pacsun goods via TikTok, Sellers may initiate a cancellation of a confirmed order for any reason. As a result, these orders were cancelled and cannot be reinstated.
Regards,
Pacsun Customer Service
Initial Complaint
Date:06/23/2024
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.
June 16,2024 spent $129.36 Said address was an invalid delivery address Order number 1- ****************** Order number 2- ****************** Order number 3- ****************** Was on a tiktok live and someone was promoting the $20.01 deal Pacsun had that day and they later on cancelled my orders with the reason of invalid delivery address
Business Response
Date: 06/24/2024
Hello ********,
The TikTok platform experienced a pricing error for a short time on June 14th which caused the prices for all Pacsun goods to temporarily reflect an incorrect selling price of $20.01. Under the terms and conditions of sale applicable to all consumers who purchase Pacsun goods via TikTok, Sellers may initiate a cancellation of a confirmed order for any reason. As a result, these orders were cancelled and cannot be reinstated.
Regards,
Pacsun Customer Service
Initial Complaint
Date:06/20/2024
Type:Sales and Advertising 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 had three PacSun TikTok Shop orders cancelled due to invalid address. This is inaccurate because the address is correct and I have had other PacSun TikTok Shop orders successfully delivered to the same address. It seems foul play is afoot because these items were bought during a flash sale and the orders are conveniently cancelled so that I am unable to repurchase the items for the same price. I have reached out to the PacSun TikTok Shop customer service with no response and ********************** **************** has stated they are unable to help because they are two separate entities. I have attached the three cancelled orders below as well as screenshots saying they are not deliverable (yet it is a fully valid address).PacSun cancelled the orders and is refunding the money but I am unable to repurchase the items at the original price I bought them at. I would like the original flash sale prices honored as this seems like a way to not honor the sale.
Business Response
Date: 06/24/2024
Hello ****,
The TikTok platform experienced a pricing error for a short time on June 14th which caused the prices for all Pacsun goods to temporarily reflect an incorrect selling price of $20.01. Under the terms and conditions of sale applicable to all consumers who purchase Pacsun goods via TikTok, Sellers may initiate a cancellation of a confirmed order for any reason. As a result, these orders were cancelled and cannot be reinstated.
Regards,
Pacsun Customer Service
Customer Answer
Date: 06/24/2024
Good Afternoon,
Thank you for your response. This is the first I have received any response and am being told there was a pricing error. The issue still stands that orders were cancelled with the reasoning that "Customer input invalid address." It was never stated that there was a pricing error and the blame was put on the customer so that the business avoided any penalties from TikTok Shop for cancelling customer orders due to the business' error .
Because of this deflection of blame I am requesting that the orders be honored at the price originally paid. If that can't be honored then PacSun needs to rectify this with TikTok Shop to take accountability for their error and receive whatever penalty is in place to the business for cancelling customer orders due business error. I would like to see my order status changed from cancelled: invalid address to a status that accurately reflects the situation so that you are held accountable for these actions now and moving forward.
Accidents happen every day but businesses such as PacSun are not above penalty when mistakes happen which is what has occurred by PacSun categorizing these cancellations as 'invalid address'. You are skirting any penalties from TikTok shop as well as not providing the customer with their order and not losing out on lost profit due the error meaning there has been no accountability for this mistake.
Please let me know if you will either be honoring the price of the items I bought, or rectifying the cancellation status within TikTok shop and receive appropriate penalties for a business induced cancellation.
Thank you,
****

Business Response
Date: 06/24/2024
Hello ****,
Apologies for the inconvenience, your feedback has been documented.
We've been working directly with TikTok on this and will continue to do so to ensure this does not happen in the future.
Regards,
Pacsun Customer Service
Customer Answer
Date: 07/08/2024
The second response from PacSun did not address anything I said.
1. PacSun never reached out to me individually to tell me why my order was cancelled. It was only through my BBB compliant that PacSun replied to me.
2. Pacsun lied on the TikTok shop platform and said the order was cancelled due to incorrect address instead of taking accountability to canceling the order appropriately and receiving relevant consequences from TikTok shop.
3. Has neither given me my orders at the rates originally advertised and I bought them for or corrected the cancellation within TikTok shop to show it was an ELECTIVE cancellation on behalf of the business with no fault of the customer.
This could have been handled by being up front to your customers, acknowledging YOUR ERROR, cancelling the orders (without putting the blame on the customers) and offered something to make amends. Instead you ignored thousands of messages from disgruntled customers and those receiving commission from TikTok shop and have still yet to rectify the issue.
Initial Complaint
Date:06/20/2024
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.
The date of the transaction was on June 14, 2024. It was a Formula 1 mens PacSun leather jacket, that I had bought on Tik tok shop. But thats not all, I also bought new balances and some vans and another jacket as well! They refunded all of this. Their excuse? Invalid shipping address. That is a lie and very fraudulent of them, as one of the orders I made with them did ship. So it wasnt an address thing, it was a they didnt want to give me my order thing. Many people have also said this, and people like me and them should get their items delivered fair and square! This is scummy, I deserve the things I bought! The reason for a refund is fraudulent! Its false! How is my address invalid if one of the things I purchased (the Fanta ********* shipped! I deserve all of the things I purchased to be delivered to me
Business Response
Date: 06/24/2024
Hello *****,
The TikTok platform experienced a pricing error for a short time on June 14th which caused the prices for all Pacsun goods to temporarily reflect an incorrect selling price of $20.01. Under the terms and conditions of sale applicable to all consumers who purchase Pacsun goods via TikTok, Sellers may initiate a cancellation of a confirmed order for any reason. As a result, these orders were cancelled and cannot be reinstated.
Regards,
Pacsun Customer Service
Customer Answer
Date: 06/24/2024
that is not fair to me who purchased these items as the customer. You will not be getting business from me again.
Business Response
Date: 06/24/2024
Hello *****,
Apologies for the inconvenience, your feedback has been documented.
Regards,
Pacsun Customer Service

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PacSun is NOT a BBB Accredited Business.