Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear PacSun,In November, I placed an online order with PacSun and later returned some items. By mistake, I included a Nordstrom item in the return package. When I contacted customer service, I was told to return the PacSun items first, and then my ********* item would be sent back to **** followed these instructions and returned the PacSun items in early January. However, despite multiple follow-ups, I still havent received my ********* item or any update. This has been very frustrating.I expect PacSun to resolve this issue as soon as possible. Please let me know how you plan to handle this.Looking forward to your *************,*****

  Business response

  02/12/2025

  Hello *****,

  Apologies this has taken so long to resolve and for the delayed response.  Unfortunately, we had a communication gap between the **************** and warehouse teams.

  We can confirm that our warehouse has shipped the *********'s items back to you with UPS tracking #1ZGH62350342381150.

  Regards,

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

  Customer response

  02/14/2025

  
  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,
  
  N N
  
   
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order No: ********* I paid Pacsun a total of ****** and only have recieved back ******* after returning all the items. This order was back in June I called support and they said they would follow up with me regarding this matter and haven't heard anything from them since. This is absolutely ridiculous. I understand that there are costs associated with returning items and I'm happy to pay whatever restocking fee or shipping fee I have incured for returning all of my items but to be shorted $500 is a bit ridiculous in my opinion. I decided not to dispute this with my credit card provider because I believe pacsun is a company that does in fact care about its customers and I'm hoping this is all just an honest mistake. I'm requesting for some money to be returned to me.

  Business response

  01/03/2025

  Hello Karan,

  As discussed with our **************** team yesterday, there are multiple items that have yet to be returned.  Please see below for a list of said items:

  6119333 , *******, *******, ******* , *******, *******, *******, *******, *******, *******, ******* (2 units)

  A prepaid return label was furnished to you yesterday.  Once the items are received and processed, we'll proceed with issuing a refund.

  Regards,

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

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 pairs of jeans. In September. Original order was " delivered" but it never came. Said they do not require delivery service to take pictures for proof of delivery. They resent order, again, stated delivered. I have cameras on my property, nothing was ever delivered. Said they could refund 70% of my order, takes 15, to 25 days, That was October 31.

  Business response

  12/29/2024

  Hello *****,

  Sorry to hear you've head issues getting this resolved.  Reviewing the communications, your order #, email and phone #, we're not seeing an order in our system under any of that info.

  Can you confirm if this was placed under a different email address?  Did you contact us under a different email address?  In order to properly assist, we'll need to locate your order information.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Men's size M sweatshirt on 12/2/24. I received the package one week later and a Children's size M sweatshirt arrived instead of Men's size, which is what I ordered. I chatted with PacSun online customer service for 30 minutes and was assured a MEN's size replacement sweatshirt would arrive within 2 days, expedited shipping, as originally I was offered standard shipping and expressed that I did not want to wait another week for something as the error was on their part. Two days passed and the replacement sweatshirt never arrived. I went back to the Pacsun online chat and was told that the replacement order was under review and was still showing as pending Standard Shipping. I explained the issue and shared that I was expecting the sweatshirt to have arrived already as two days had passed. I was then told that the request for expedited shipping was denied. I asked to cancel the order and was told that the order could not be canceled but that I could refuse the shipment once it arrived. I also asked this second online chat representative to confirm that the sweatshirt did indeed come in a Men's size and that the Men's size would be what they would ship to me - and that was confirmed. The replacement Pacsun package just arrived today 12/19/24; ***** dropped the package on the porch and drove off. There was no way to refuse the order for one, and secondly, I still wanted the Men's size M sweatshirt. I opened the replacement package and another Children's size M sweatshirt was there. I have now been on the phone on hold for 30 minutes awaiting a supervisor. Please also note that neither sweatshirt received had any price tags. The customer service agents asked me for the *** numbers so they can investigate, however, the items arrived without tags - this is outrageous! I am being told that I will be refunded once the return shipment is in transit. So I am hopeful. But this complaint needs to be shared with consumers.

  Business response

  12/20/2024

  Hello ********,

  Apologies the wrong size was shipped twice to you.  We can confirm there is documentation on the original order to issue a refund once the wrong sizes are in transit back to our warehouse.

  Reviewing the order, the item was shipped by a third party vendor.  Not all items on our site ship from our warehouse or store, so we partner with other brands to sell their goods, and those brands fulfill the orders themselves and send out on our behalf.  We've shared the inventory mix up internally so we can circle back with the brand to fix the issue.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I didnt receive the package,***** said delivered but not my house.I try to find PacSun,but said I need to find bank to dispute,but almost three years bank always no resolve my dispute.I dont know how can I do Because I really didnt my package but Pacsun and bank both no resolve my dispute.

  Business response

  12/18/2024

  Hello Yishuan,

  On initial contacts back in December 2022, we advised you had the option to file a police report or dispute.  Reviewing the order notes, a dispute was filed and we were awarded the dispute by your payment provider.

  Unfortunately, with the order being two plus years old, we are unable to action the order any further at this point.

  We apologize for the inconvenience; however, we do encourage customers to file a police report to ensure little friction from being issued a refund.

  Regards,

  Pacsun Customer Service

  Customer response

  12/23/2024

  I don't accept this way of handling it. During this period, I find to Pacsun three times, and they always tell me to go to the bank to dispute it, and they didn't want to solve my problem. Then in the past three years, I asked the bank to dispute it ten times, and I always asked the bank to dispute it. said there was insufficient evidence and they refused to refund me. I clearly did not receive the package and tried to contact the police. However, the police said that it was very common for packages to be lost and they refused to accept my report. I didnt know what to do. The company and the bank were in conflict. It has been almost three years since neither party has completely solved my problem. Everyone will collapse, right?

  Business response

  12/24/2024

  Hello Yihsua,

  As the merchant, we cannot control what the bank determines.  We simply provide them supporting documents for the purchase and delivery, and they make the independent decision to rule in favor of the merchant or customer.

  Given the age of the order, as previously mentioned, we cannot issue a refund.  

  Regards,

  Pacsun Customer Service

• Initial Complaint

  12/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered on 12/8/2024 from Pacsun, Ordered a Large Nylon Jacket for $205. On 12/12/24 1:29pm The jacket was marked delivered by ****** I checked and saw that the package was not there and went online to track it. When i checked at the proof of delivery , it showed a picture of a huge box that was my other parcel for my mother that was also suppose to be delivered by *****. I have attached proof showing both tracking with the same box for proof of delivery. I contacted pacsun multiple times with no reply other than an automated bot that promised a refund. I have no been able to contact a real person and my parcel was stolen lost by *****. I need to be reimbursed ASAP.

  Business response

  12/14/2024

  Hello ******,

  Sorry to hear you believe the package was stolen and that the carrier did not provide a better photo displaying the Pacsun package.

  In the event a carrier reflects delivered, regardless of it's ************ DHL, etc., we do require a police report for stolen packages.  Once the police report is filed, please provide a copy to us at ********************************************************************.  Once we validate it, we can proceed with the option to refund or replace, inventory permitting.

  Regards,

  Pacsun Customer Service

  Customer response

  12/14/2024

  I have ordered multiple times before and never had an issue. I have camera and this package was never delivered. Called the police department regarding this issue and was told I have to come down in person and file a report. They do not accept online or phone reports. This is really inconvenient since I work two jobs and have to take time out of work for this. I would really like you to investigate this claim with ***** because they would not talk to me since they say this is smartpost and **** handles it. I call **** and they said to contact ***** again. Then ***** told me that only the shipper can file a claim with us and investigate. 

  Business response

  12/14/2024

  Hello ******,

  We can file a claim, but it will be denied most likely and can take up to ***** days for a resolution from the carrier.  If you'd prefer to go this route, please let our **************** team know and we can initiate the claims process.  ******** advises it was a delivery issue on their end, we'll issue the refund.  If ***** advises the package was delivered successfully, we'd be back at requiring a police report, hence our suggestion to file the police report to avoid the length claims process and high possibility that the carrier would advise the package was successfully delivered.

  Regards,

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

• Initial Complaint

  12/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order for 2 pair of jeans. Received a package, however, it included 1 brown shirt only. Spoke to a *** online and was told I would receive a return label for the incorrect item to ship back and I would receive an email from the support team the following day regarding the missing items. No email received. Mailed back the brown s*** to them and have conformation that the package was delivered back to them as attached. Spent lots of time on the phone and chat to work out this issue and they were more concerned about getting the brown shirt verses sending me the items I ordered. As of today, the items I ordered and did not receive are out of stock and unavailable. This company does not take responsibility for mistake in which they cause and are not concerned about ensuring the customer receives what they paid for.

  Business response

  12/13/2024

  Hello *****,

  Apologies the correct items were not shipped to you and this was not handled in a more timely and efficient manner.  

  We do see that a refund for $84.56 was processed earlier today.  We will submit that to your payment provider later this evening, and the funds should post to your account in 3-5 business days.  Ideally, we would have loved to send you the items you purchased, unfortunately both pairs of jeans are currently out of stock, so we had to issue a refund.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  12/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased from PacSun numerous times at their physical locations. Great experience overall. About a week ago I ordered on their online site for the first time expecting the same great experience. Package took a little longer to ship than desired but managed to ship at an acceptable time-frame. About three days go by and my package is on its way to me per *** and **** tracking. Package is marked as delivered with no picture evidence of delivery. Weird, since normally there is always evidence of delivery. Now I am missing all of my items. I contact them to question the delivery and request compensation (refund or reshipment) for my missing items. Im put on hold for a decently long time only To be informed that they can only refund me once I have filed a police report. Seriously?? A police report for what? YOU stealing MY money?? Ridiculous, all this this haste for the mere possibility of compensation. Missing items were Metro Boomin T-Shirt ($21.00), Post ****** Too Cool To Die T-Shirt ($21.00), and PacSun Medium Indigo Jeans ($41.96), and an additional $6.51 considering tax totaling $85.47 STOLEN from me. What kind of policy is this??

  Business response

  12/08/2024

  Hello ****,

  Sorry to hear you did not receive your package despite tracking indicating it was delivered.

  At this time, ***** is the only carrier that provides photo images at the time of delivery.  ***** DHL, and *** do not offer that service to us at this time.

  The policy requiring a police report before we issue a refund or replacement is correct.  Once filed, please provide a copy to us at ********************************************************************.  Once we validate it, we can discuss next steps.

  Regards,

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

• Initial Complaint

  12/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a hoodie from pacsun from the tiktok shop last week. I was supposed to receive it on wednesday Dec 4th and I have not received it. The FEDEX delivery driver that sent a picture of my package literally didnt even take a picture of it in front of my door. Go look at the picture I put in. Delivery drivers are required to send a full picture of the package secured to the front door or what was the point of the delivery. How am I supposed to know that he didnt take it after taking a picture of it? He took the shittiest picture of it in his hand and called it a day and I didnt receive it.. doesnt that sound suspicious?? I contacted pacsun and they declined a refund for the package that I DIDNT EVEN RECEIVE. I AM NOT PAYING FOR SOMETHING I DIDNT RECEIVE.

  Business response

  12/06/2024

  Hello ******,

  Sorry to hear you did not receive your order despite tracking indicating it was delivered.

  As was mentioned to you via your TikTok claim, we'd require a police report to be filed, sent to ****************************************** and validated, before we issue a refund.  Please note TikTok also aligned with our request, hence closing your claim in the merchant's favor.

  Once the above is complete, we'd be happy to assist further.

  Regards,

  Pacsun Customer Service

  Customer response

  12/06/2024

  Im not legally obliged to file a police report. First of all I dont have the correct resources to file a report. They need the address, they need a picture, they need camera footage. All of which I do not have. I have a s***** picture that the delivery driver took of my package and my building has no cameras. What are they supposed to do with a police report thats missing information? The COMPANY. The SELLER is responsible for packages until it reaches their customer which I DIDNT RECEIVE. You are responsible for giving a refund or replacement for a package that went missing from your company.

  Business response

  12/06/2024

  Hello ******,

  We understand the photo only shows the label.  Unfortunately, that photo is provided by *****, which we as the merchant, have no control over.

  Authorities do not need a photo showing delivery in order for someone to file a police report.  Our Privacy Policy states that when ship it out, the package is no longer in our control and we are not responsible for delivery.  That said, we do understand that mistakes can happen, however we do require the police report before refunding.  We unfortunately cannot blindly refund.

  Regards,

  Pacsun Customer Service

• Initial Complaint

  12/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered on November 13th. It says it arrived November 21st but it never did. I would know if it did because all mail goes through my apartment office and is logged in their database for pickup. I never was notified of it arriving at the office. Additionally, ***** never gave me a delivery picture so there is no proof it was delivered.

  Business response

  12/05/2024

  Hello *****,

  Sorry to hear you did not receive your package, despite tracking indicating it was delivered.

  We've gone ahead and issued a full refund for $41.30.  Please note the refund will post in 3 separate amounts for a total of $41.30: $0.63. $7.00, and $33.67

  We'll submit the refund to your payment provider this evening and the funds should back to your original method of payment in 3-5 business days.

  Regards,

  Pacsun Customer Service

   

*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. ↩