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 Beachwood Place

  26300 Cedar Rd Beachwood, OH 44122-1158

• 

  Pacific Sunwear

  11025 Carolina Place Pkwy Ste A26 Pineville, NC 28134-9036

• 

  PacSun

  99 Rockingham Park Blvd Salem, NH 03079-2900

• 

  PacSun

  4201 Coldwater Rd Fort Wayne, IN 46805-1113

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:06/20/2024

  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 had been looking at a pair of shoes on TikTok shop sold by the company Pacsun. I decided to wait until they went on sale, which often happens when shopping on this platform (TikTok shop). After being notified that this specific pair of shoes, Puma Womens light blue Palermo sneakers, I clicked on the listing. As a lower class person who needs a new pair of shoes, I jumped at the opportunity for a pair of shoes on sale. After making the decision that this company is reputable, and considering the quality of my previous purchases from Pacsun and hundreds of positive reviews, on Friday June 14, 2024, I made the purchase. My order was received immediately and confirmed soon after with an order number and an expected delivery date (Tuesday, June 17th). On June 19, my order was cancelled with the reason being Unable to deliver to buyer address. Because of my sale recent purchases on TikTok shop and an address that remained unchanged, this is an illegitimate reason to cancel my order. Id make haste to provide further clarification on the shipping address if the company had requested for me to do so. When I purchased a pair of much needed sneakers, I paid the sale price and fully expected the pair of shoes to be delivered to me. I would like for PacSun to complete my order at the price that was agreed on through the TikTok shop sale. Pacsun has a large quantity of the item that I ordered and I would like for Pacsun to use their inventory to fill my (once completed, then neglected without legitimate reason) order.

  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:06/19/2024

  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.

  Pacsun had a sale and made hundreds of people buy multiple items including shoes, clothes, accessories, then canceled every order, accusing every order of having the wrong address when that was not the case. this company could easily fulfill these orders but scammed hundreds of people their money and time. I purchased 2 converse shoes and a pair of sandals, they only fulfilled the sandals but not the converse even though it was the same address. this is not okay.

  Business Response

  Date: 06/24/2024

  Hello Alondra,

  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:06/19/2024

  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 am a content creator on TikTok (@anneccourtney is my username) and work with their marketplace (Tiktok shop) as an affiliate through their creators program. I sold $22,000 worth of product which came out to be $3,700 in my own commission for the brand PacSun via TikToks affiliate program - this was on 6/14/24. This morning on 6/19/24 I woke up to seeing that the company, PacSun had canceled the majority of those orders under false pretenses. They told all the customers it was due to incorrect shipping address information which was not true. They did this so TikTok would not ban them from selling in their marketplace after canceling about 800+ orders. I have reached out to PacSun and TikTok to come to a resolution and make this right and havent heard back from them. I deserve the compensation I earned and would like help getting it back. Thank you.

  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

  This does not explain why you chose to cancel thousands of order due to incorrect shipping addresses - This needs to be addressed. I also deserve to be paid for the time and effort I our into marketing for your brand. You own me $3,700 for my commission. 

  Business Response

  Date: 06/25/2024

  Hello ****,

  As initially mentioned, these orders were cancelled for a Pricing Error.  TikTok is aware of the erroneous cancellation reason and we're been working with them to resolve.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:06/19/2024

  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 ordered several items off their tik tok shop during a sale that happened numerous times throughout the day only to find days later that my purchases were cancelled due to my address not being valid? I have had numerous items delivered to the same address which is my only address from PacSun and from the TikTok shop. The company ran a sale and is refusing to honor the price even though the price went back to normal price and then sale price numerous times throughout the day.

  Business Response

  Date: 06/24/2024

  Hello Summer,

  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:06/19/2024

  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 had a huge sale where everything on their tiktok shop was $20.01. Many people, including myself had spent money in purchases. A fee days later, we all received emails notifying us our orders were cancelled, and the reason was unable to ship to address indicating that thousands of people had incorrect addresses

  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:06/19/2024

  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.

  This business listed their items at $20 so I purchased my jackets and then, they changed the prices to way more expensive a day later, and ended up cancelling my order, not honoring their pricing, and not shipping me my jackets.

  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

  Hi there, unfortunately that is not my problem, nor is it my fault. Im sorry to whoever made that mistake but when I purchased my clothes and the order went through, this created a contract between us. I would still like my clothes, if not I will have no choice but to resort to legal action, Thank you! 
  

  Warm regards, ***********;

  Business Response

  Date: 06/24/2024

  Hello ******.

  As mentioned in our initial response: 

  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.  

  The cancelled order(s) cannot be reinstated.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  Date:06/19/2024

  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.

  I placed an order with Pacsun during a sale on TikTok Shop and the order was seemingly cancelled for an incorrect address despite me using the same address multiple times before on the same account. I am not seeking a refund but rather the product itself as I was going to give it as a gift to someone else.

  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:06/19/2024

  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.

  pacsun had a $20 sale on tiktok shop but they mass canceled orders because they were Unable to deliver to buyer address but my address is correct as ive ordered stuff to my address with them before and have ordered other stuff on tiktok shop to my address. they mass cancelled orders for a fake reason and it is fraudulent behavior. i would like to receive my package as i paid for it and my address is correct. i also included a picture of comments of people saying the same thing happened to them. they scammed us.

  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:06/19/2024

  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 places through PacSuns TikTok shop for a pair of Puma sneakers on sale for $20. Pacsun was offering a sale where a lot of their products were $20 and many of other people purchased products during this promotion. I placed an order and then the prices jumped back up to $90 on the sneakers and all of the orders were canceled due to insufficient address. My money from the order was returned, but PacSun should honor the prices they had on their shop and ship out the orders that were placed. They did not honor the sale they had advertised to anyone who purchased a product and I believe its a bad business tactic to get people to purchase their products.

  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:06/19/2024

  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.

  I placed a pacsun order through TikTok shop. The shop is verified. Their profile says "The seller is legally required to supply products that comply with the information provided to you". I've never had a problem ordering from TikTok shop. There was a sale going on and a lot of items were marked down to $20.01 so I placed 2 orders. Totaling ***** All two of my orders were canceled and the seller (Pacsun) is claiming it is due to "invalid shipping address", but as I said before I've never had a problem ordering from TikTok shop. I have ordered from the TikTok shop before and I know my address is correct. If it was a mistake, Pacsun needs to take accountability and fulfill all the orders placed. Several other companies have made similar mistakes and still fulfilled their orders.They can't just straight up LIE about the reason for cancelling the order and blame it on user error when that's not the case. This is extremely unprofessional and illegal. I don't want a refund, I want my orders fulfilled. Other people are having this problem too. I think this did this to get peoples attention to buy from them. When in reality they lied and is doing illegal activity Order numbers: ****************** ******************

  Business Response

  Date: 06/24/2024

  Hello Idonia,

  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

  
  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,
  
  ***********************