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.

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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: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: June 14, 2024 I placed an order with the merchant Pacsun through their Tiktok store for two pairs of shoes, a total payment of $37.65. On June 18 Pacsun cancelled the order with a false reason, invalid address. I have ordered multiple items prior with the same address without issue. A review of their social media shows dozens of other consumers who also had their order cancelled for the same reason. I paid the advertised price for goods and the merchant has fraudulently 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
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.
This happened on June 14th, 2024.I placed many small orders on Pacsun, consisting of shoes and clothing. All the items were at a discounted price of 20 dollars, and I purchased them because I believed it was a great deal. About an hour ago, I received over 20 messages that my orders were cancelled due to Pacsun not being able to ship to my address. However that is completely false. Ive had multiple packages delivered to my address, making that statement false.
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 2 of my orders for having the wrong address which is completely untrue after checking everything looked fine and apparently they canceled everyones I understand that they made a mistake on the sale but they need to honor it and lieing to there customer is not ok I want my order to go though and they also charged me for both combined and each individual so I got charged double. I ordered on TikTok shop by the way. And I know my address was correct because I have used it before and had no issues and didnt change it.
Business Response
Date: 06/24/2024
Hello Selay,
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
you need to honor your mistake. I do not accept this low effort way of fixing it
Business Response
Date: 06/24/2024
Hello Selay,
Apologies for the inconvenience, your feedback has been documented.
Regards,
Pacsun Customer Service
Initial Complaint
Date:06/18/2024
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 wont process my orders and wont provide reasoning for it. I keep getting the message "Were sorry your order cant be placed with the information provided. Your method of payment has not been charged. If you think this is an error, please contact ******************
Business Response
Date: 06/18/2024
Hello Jacky,
All orders placed on our website go through security screening as with any other website you place an order on. Unfortunately, your orders are getting cancelled during this process. For security purposes, we cannot reveal any further information aside from that.
You can still purchase physically inside a Pacsun store, but online purchases will not go through.
We apologize for the ambiguity, but as mentioned, for security purposes we cannot mention or provide any further details.
Regards,
*************************
Pacsun Sr. ******** User Experience

Customer Answer
Date: 06/18/2024
I would like an explanation on why my orders are getting cancelled since there is nothing anything wrong with my credit cards.
Business Response
Date: 06/19/2024
Hello Jacky,
As mentioned previously, due to security reasons, we cannot provide any further information. You still will have the ability to purchase physical goods in-store.
Regards,
*************************
Pacsun Sr. ******** User Experience
Initial Complaint
Date:06/14/2024
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 *********. My order never delivered so I was issued a replacement for the order (*********). I received the replacement but neither of the items fit. I tried to return the items in the store but they said they could not issue a credit because the original order (*********) was ****** as returned. The tracking information shows no updates or movement at all to that order. I believe the customer service rep ****** it as returned when issuing the replacement order. The replacement order doesnt even show as delivered either. I was told to contact customer service to be issued a prepaid return label so I can get a refund. I cannot get through to anyone by phone or chat. I tried to email and they were less than helpful and then did not respond to me again. I would like a credit for my order and am happy to return the items.
Business Response
Date: 06/15/2024
Hello ********,
Apologies you've had issues with your orders thus far.
I do see you emailed us June 13 at 6:10PM PST and then again on June 14 at 12:46PM PST. We handle emails as first in, first out, unfortunately you're second email moved you to the back of the queue. That said, I do see we responded at 11:51AM PST today. As indicated in the response, you can expect to receive an email with a return label in one business day.
With respect to some of your other comments on the claim, yes, when a replacement order is processed, it marks the original order as returned. This is to avoid us sending a replacement and allowing a refund. That said, when you contact ***************** we can issue a return label as noted above.
If you have any issues, please feel free to contact me directly at ***********************************.
Regards,
*************************
Pacsun Sr. ******** User Experience
Customer Answer
Date: 06/17/2024

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:06/14/2024
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.
on 4/9/24 I received a text message advising me of $1,077.50 purchase to pacific sunwear. I immediately call my bank after hours assistance to Report this & stop as I did not make any purchases. My bank told me since it was an authorization. They couldnt do anything, contact merchant. I called Pacific Sun immediately after hanging up with my *********** were closed. 4/10/24 at 8:01am I called Pacific Sun customer service, I spoke with a ******. I advised ************** believed either I was hacked. Their website was hacked, or someone was committing fraud I had never placed an order. & I needed the charge to be stopped. After some research wilmur was able to locate an order. He explain to me that their normal protocol is to not refund money or stop orders that orders has to be shipped, if the item is returnable, they can initiate a return, however due to the ********************** he would see if he can get an approval. He placed me on hold came back on the line & said he received management approval to stop the order since it had not been shipped, & have not left their warehouse, he said I would receive an email confirming the order had been stopped/cancelled. ****** also advise me to initiate a dispute with my bank just in case. Which I had advised I was already in the process of doing so but was told to contact the merchant first. ****** advise me. I would receive a confirmation email within three or five days confirming the order had been stopped/canceled. April 17, 2024 I still had not received a confirmation email of an order being stopped/canceled or refund being processed to my account I attempted to contact PacSun **************** number again & the digital operator told me to go online and use the chat option they were no longer taking calls. I cannot get Agent on the phone, I proceeded to go online and use the chat feature in doing so I had to re-explain myself again.
Business Response
Date: 06/14/2024
Hello *******.
Apologies your issue has not been resolved yet.
At the time you contacted us on 4/10, it was too late to cancel the order. The order was determined to be shipping to your address, which also matches to what you've provided on the BBB claim. Additionally, you stated multiple times in April that the order was not received, while tracking indicated delivery on 4/16 (to the address the order was placed under, which matches the address on your BBB claim). You filed a dispute in April, which your bank awarded to us and a second dispute in May, which was also awarded to us.
Your last contact was on April 24, and then on June 3 you stated you received the item and wanted to return it. The item purchased is final sale and cannot be returned.
We can make an exception for a return, but would require the item to be in the exact condition we shipped it. If upon inspection the box or sneakers are damaged, worn, or not in their original condition, the shoes will be shipped back to you.
If you're aligned on the above, please feel free to contact me directly at *********************************** to discuss next steps.
Regards,
*************************
Pacsun Sr. ******** User Experience
Initial Complaint
Date:04/25/2024
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 have had several issues with my recent order. I initially placed my order (Order # *********) on 04/02/2024 and received it on 04/09/2024. Unfortunately, part of my order was missing. I contacted the *********************** through a web chat with ***********************. He was very helpful and quickly replaced my order (Replacement # *********) with an expedited shipment on the same day. I received the replacement order on 04/13/2024, but to my surprise, the item I received was not what I had ordered. I immediately contacted the customer service team via email and received a response from **** on 04/13/2024 and from ******* on 04/14/2024. ******* was able to assist me and replaced my order (Replacement # *********) with expedited service.However, when I received the replacement shipment on 04/24/2024, I was disappointed to find out that it was still the wrong item. I had clearly mentioned in my email, with pictures attached, that the item they had sent did not match the stock number and was not what I had ordered. It has been frustrating to have to go through multiple incidents at ***** trying to return the wrong item received.At this point, I am requesting either a refund or for the correct item to be located and shipped to me. Additionally, I have used my reward amount and would like that to be refunded as well. I have been patient in trying to resolve this issue, and I hope that we can come to a resolution soon.
Business Response
Date: 04/25/2024
Hello ******,
Apologies that you've had multiple issues with your order. I've gone ahead and refunded you for $32.17 just now. The refund will be submitted to your payment provider this evening and will post to your payment account in 3-5 business days.
A request to our warehouse has been sent to confirm if our inventory is possibly mixed up or if the photos for the item ordered and item received (twice) are incorrect.
Lastly, reviewing your initial order, based off our shipping weight and ***** weight, two items were definitely shipped. Unsure if your package was tampered with prior to it arriving at your shipping address.
If you have any questions or concerns, feel free to contact me directly at ***********************************.
Regards,
*************************
Pacsun Sr. ******** User Experience
Customer Answer
Date: 04/27/2024

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,

****** Nip
Initial Complaint
Date:04/08/2024
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.
This is my first time ordering from this company, order *********, and my neighborhood is usually safe. I've never had issues with my neighbors before. I have contacted PacSun a few times to see if they could resolve this, but they keep advising me to file a police report. They don't seem to understand that my local police office doesn't have an online filing system, and I've been emailing them without success.Given the circumstances and the inconvenience caused, I kindly request a refund for the order instead of a reshipment. A refund would be the fairest resolution to this situation, considering the timing and my upcoming trip. I hope we can resolve this matter promptly and amicably. Your understanding and assistance in this matter are greatly appreciated.
Business Response
Date: 04/08/2024
Hello *******,
Sorry to hear you didn't receive your packages despite tracking indicating they were delivered. To clarify, **************** is not needed to validate your order status. As your items ship, we sent Ship Confirmation emails, additionally, you can track your order on our website by using the Order Status link in the footer.
As **************** mentioned to you earlier today, in scenarios such as these, a police report would be required in order for us to issue a refund or replacement, inventory pending. In reviewing your shipping address and the delivery photos by ***** for 3 of the 4 packages, the doorstep the packages were left at match to ****** Maps images of your doorstep. If you're stating they were not there when you went to retrieve them, would recommend checking with someone in your household, and if no luck, unfortunately you may have had the packages removed from your doorstep by an authorized person. For this scenario, the police report is required.
Feel free to reach out to me directly at *********************************** if you have additional questions or concerns.
Regards,
*************************
Pacsun Sr. ******** User Experience
Customer Answer
Date: 04/08/2024
I understand, what youre saying. But I dont agree with your claim . I was home at the time the package was claimed to be delivered. I went outside and nothing was there. You guys advised me to file a police report.I have told them that the online filing system is down and I emailed my local precinct and they told me to go in person to file it. I have read other stories about the police not allowing reports to be filed unless it was theft, and the email I received also alluded to that too, saying I should bring evidence of theft. I find it infuriating that the police have to even be involved and I have to jump through so many hoops and make so many calls for $327 which is barely a dent in Pacsun's wallet. Furthermore, this error is either Pacsun or the delivery service's fault, so why am I doing all this labor for someone else's mistake? I would be a slightly more willing participant in this ludicrous refund policy if I could just file the report online, as I have a job and a life and I'm usually busy. Yet, they denied my request for refund without a police report before I told them about my local station's situation, and then they ignored my request to refile after I told them.
Business Response
Date: 04/09/2024
Hello *******,
While I understand the frustration, the delivery photos clearly indicate the packages were left at your doorstep. Pacsun, nor the carrier, is responsible for an unauthorized person removing those packages from your property.
If you're unable to file a police report, your next option would be to dispute with your payment provider. Please note, this route would not guarantee a refund like the police report would.
Regards,
*************************
Pacsun Sr. ******** User Experience
Initial Complaint
Date:03/29/2024
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 received a sweatshirt from Pacsun. My order number was *********. It is a ***************** ************* sweatshirt. The stitching on the sweatshirt is crooked.I called PacSun and spoke with ******** who was very helpful and ordered a replacement for me at no charge and even offered upgraded shipping. Order number *********. I gave him a great review for his customer service.A couple of hours later, I received an email stating my replacement order #********* has been canceled because the product is out of stock. I checked the website just now on 3/29/24 and the item IS still available. They are lying. I want my replacement sweatshirt as I was promised. Terrible customer service after all.
Business Response
Date: 03/30/2024
Hello *********,
Sorry to hear that your replacement order was cancelled. I'm unsure if it was mistakenly cancelled during processing, as I see we have plenty of units in stock. We'll circle back internally with our warehouse to prevent this from happening in the future.
When the replacement was cancelled, a refund for $31.91 was processed. The refund should post to your account in 3-5 business days. Additionally, the $15 used in rewards on the purchase were issued back in the form of an eGift Card.
In the event you need additional assistance or would like to discuss further, please feel free to contact me directly at ***********************************.
Regards,
*************************
Pacsun Sr. ******** User Experience

Customer Answer
Date: 03/30/2024

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 as long as this DOES NOT happen again, my gift card remains valid and I receive my credit. If anything else goes wrong with this resolution or in the future, I will contact BBB again.
Regards,

*********************************
Initial Complaint
Date:03/15/2024
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.
My daughter loves Pac-Sun clothes, so we placed a $46 order well ahead of her birthday paying an additional $13 for "expedited shipping". There was no indication anything was out of stock, no update about any delays. But just prior to the birthday, realizing our order wouldn't be arriving in time, we went to the ****** ** Pac-Sun and picked up something there. The original shipment took THIRTEEN days to arrive! When we returned the order today at the store, they wouldn't refund the "expedited" shipping charge. And of course you can only chat online with a useless bot, or wait hours on the phone for NO satisfaction. Especially considering the lack of communication and the company's disinterest in refunding the absolute waste of money for SLOW shipping, we would like a refund of the $13 for the service Pac-Sun failed to provide!
Business Response
Date: 03/16/2024
Hello *****,
Apologies for the delay in processing and delivering your order. A refund of the $13 shipping fee has been issued. Please allow 3-5 business days for the funds to post to your account.
With respect to other comments in your statement, it is true that stores cannot refund shipping fees for online returns. They can refund product, but not any shipping fees. For the ***************** our phones are operational Monday - Friday from 9AM - 1PM PST. Customers who call in during said windows are connected to an agent within less than 5 seconds. For customers contacting us via chat, you are correct, a chat bot is the initial point of contact. A customer can simply ask for "agent" and follow the 2-3 simple question prompts and will be connected with less than 15 seconds to a live agent. Our hours on that channel are from 9AM - 5PM PST, Monday through Friday.
Should you have any additional questions or concerns, please feel free to contact me directly at ***********************************.
Regards,
*************************
Pacsun Sr. ******** User Experience

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PacSun is NOT a BBB Accredited Business.