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.
68 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/19/2024
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 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. *** 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 3 separate orders. Totaling $74.64. All three of my orders were canceled and the seller (Pacsun) is claiming it is due to invalid shipping address, but as I said before Ive never had a problem ordering from TikTok shop 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 cant just straight up LIE about the reason for cancelling the order and blame it on user error when thats not the case. This is extremely unprofessional and illegal. I dont want a refund, I want my orders fulfilled. Order numbers: ****************** ($21.41)576654358435828733 ($36.82)576654351041336317 ($16.41)
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
As stated in my original complaint, the pacsun tiktok store front clearly states that The seller is legally required to supply products that comply with the information provided to you. If my orders are not fulfilled I will take further legal actions.
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.
Date of transaction: 06/14/2024 The reason of cancellation of my order says unable to deliver to buyers address which is false information because Ive had numerous packages sent to this address. The order should have been fulfilled.
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.
they canceled my order along with thousands of others because they had an accidental sale I am assuming? This is absolutely wrong. If you are selling a product for that price then it is your duty as a company to go through with the order and deliver it. The reasoning was that my address is not deliverable. My address is perfectly fine and totally deliverable so the reason is false and a lie. Businesses should not be lying to their PAYING customers!
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 i purchased 4 items from them with one order and they made 3 more orders of other amounts two of my 4 orders were canceled due to invalid address which is incorrect because the other two orders were shipped already. I believe that pacsun lied and is not willing to honor their sale that took place. Please assist. Thank you for your consideration. See attachment
Business Response
Date: 06/24/2024
Hello Dinesh,
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
It may have been a pricing error but that was not the consumers fault and as a very large business with a loyal customer base it is expected of you to fulfill the orders bade by paying consumers. Other companies have had similar issues and they have honored their customers orders.
Business Response
Date: 06/24/2024
Hello Dinesh.
Apologies for the inconvenience and your feedback has been documented.
Regards,
Pacsun Customer Service
Customer Answer
Date: 07/08/2024
Hello, Apologize for your inconvenience and your feedback is noted thats all ? Pacsun needs to be help accountable for their services and with a paying customer. I urge the ******************** to take further actions.
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 was placed on Friday, June 14 from PacSun via TikTok shop. It said the order would be delivered between June 18 to June 21. Contacted customer service and they said that the order may neeed one more day to ship. However, now it is saying that the order was cancelled because shipping address was invalid. This company scammed their customers into buying clothes and then canceling their orders. I am still willing to buy the item, however, I want the items delivered to my house by June 25th becAus I will be going to vacation then.
Business Response
Date: 06/24/2024
Hello Trshna,
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 ordered a product on June 14th, 9:22AM. I ordered this product using TikTok shop, a platform where Pacsun sells it products. There seemed to be a promotion/discount going on which made the product have a very good price. I saw many promotions of Pacsun products by creators on the TikTok app. After seeing many creators speak/promote about this great discount Pacsun was offering, I decided to purchase the product. The specific product were shoes. These shoes were discounted at a lower price by Pacsun, not TikTok. Since I saw that it was a promotion Pacsun was providing, I decided to purchase the shoes. The original price of the shoe was $90, but Pacsun lowered it to $20.01. By the way it wasnt just these shoes, there were many other products on Pacsuns storefront that were also discounted at the same price of $20.01. A few days later I received a notification that my order had been cancelled for the reason of being unable to deliver to address, stating my address was in an undeliverable location. When Pacsun is known to ship nationwide. It seems like pacsun just wanted to make up and excuse in order to not sell the shoes at a low price and instead make an unconvincing reason in order to cancel the purchase. Pacsun did not stick to honor codes of keeping the price that they promoted and instead tricked customers into buying something from them. It seems very suspicious that pacsun would do this, it seems like they wanted customers to be attracted by the low price then cancel it when they retrieved payers information. Why would they make such a good offer than take it back so easily? This is not fair because many were tricked into buying their products thinking wed get a good deal. Instead pacsun did not stick to its promotions and cancelled my 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
Customer Answer
Date: 06/24/2024
Just because your business on TikTok shop had the option to cancel any order for any reason doesnt mean its the most reasonable thing to do. By doing this you broke many rules, that other respective businesses wouldve honored. How am I to know that your business didnt do this on purpose? That you couldve tricked customers into buying your low priced items, and when you received the popularity/attention you wanted, you cancelled the orders. This just leaves a bad impression on your company, and leaves customers dissatisfied/disappointed to never buy again. The correct solution wouldve been to honor the price since it was shown for so long. An error like this should be fixed immediately so customers dont fall for it and buy. But your error was displayed for hours. It leaves an impression that it was done on purpose if it was like that for so long. You gained lots of attention from this and apparently it gained you popularity on TikTok shop. Also, if you couldve used any excuse to cancel an order, why did you choose address undeliverable? When you do in fact ship throughout the *************. You couldve at least made it more believable. Like product out of stock, or some other reason that wouldve left your customers with a better understanding. By choosing your reason of address undeliverable, it just left your customers very suspicious to what you were trying to do. Also, the way you handled the refund. A refund isnt fast, it takes many business days in order to get that money back. You couldve at least given store credit/discounts to use for your store. It wouldve left a better impression on your store.
Business Response
Date: 06/24/2024
Hi *****,
Apologies for the inconvenience and your feedback has been documented.
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 had ordered a hoodie off the official PACSUN tiktok shop on june 14th and i had even used my own personal tiktok shop promo code. Apparently now they have cancelled my order and and many others orders and now expect me to wait almost 2 weeks for my money back!! i would rather have not been lied to in the beginning. They also say Unable to deliver to buyers address which is untrue because i have shopped many times on the shop and this has never happened. i believe they have lied to customers just to boost up there stats in sales then cancel all our orders.
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.
I placed an order through Pacsun on TikTok shop of Jun 14th for 3 pairs of sneakers as they were doing a sale. Just today, I get an email that my order that my order was cancelled due to an incorrect shipping address which is not true as Ive successfully ordered things to that address in the past. They are no longer honoring the sale price for June 14th and it just feels like the company did the sale in bad faith, as Ive heard other people are having this problem as well. I just want the shoes I ordered for the price listed during the sale. It feels like the company baited us with low sale prices to get site views, knowing they would just later cancel the orders.
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 isnt an acceptable response. I understand you can cancel for any reason but your reason you said here is different than the reason I got on my order cancellation. The whole thing seems very fraudulent and I need a better solution than this.
Business Response
Date: 06/24/2024
Hello ********,
Apologies for the inconvenience, your feedback has been documented.
Regards,
Pacsun Customer Service
Customer Answer
Date: 07/08/2024
I understand its documented but what is being done to make the situation right for me as the customer?
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 cancelled my order due to unable to deliver to buyer address which is not true because I have had multiple packages sent to this address. People also had their packages cancelled for the same reason.
Business Response
Date: 06/24/2024
Hello Ashling,
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.
I placed four orders on TikTok shop and all were canceled due to invalid shipping address. However, this is completely invalid and horrible customer service for a business to do when it is a mistake on their end. It was truly false advertisement and I am extremely dissatisfied. My ideal resolution is having the items I ordered delivered, a company as big as Pacsun should be reliable and go through despite mistakes on their end.
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

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PacSun is NOT a BBB Accredited Business.