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

  3111 W Chandler Blvd Chandler, AZ 85226

• 

  Pacific Sunwear of California, Inc.

  7850 Mentor Ave Mentor, OH 44060

• 

  Pacific Sunwear

  1245 Worcester St Natick, MA 01760-1515

• 

  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:12/30/2022

  Type:Product 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.

  12/25/2022: grandson (***************) placed online order using a PacSun gift card received for Christmas. He entered information for goods he wanted and entered gift card information. Received a message that order could not be processed at that time, but gift card showed 0 balance. He called the next day (12/26/2022) and was told the gift card balance would be refunded back on his card within ***** hours. As of today (12/30/2022) it is still not showing on the card, so he called again and was told it could not be refunded back to him. The gift card was in the amount of $50.So, the company received $50 for nothing. This is stealing from a 16 year old.

  Business Response

  Date: 12/31/2022

  Hello ******,

  Apologies this has not been resolved in a timely fashion.  ******'s initial attempt failed, placing a temporary authorization on his gift card for $50.00.  I have now removed the authorization and the full $50 balance is available for immediate use.

  If ****** or yourself have any additional questions or concerns, feel free to email me directly at [email protected].

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 12/31/2022

  
  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:12/28/2022

  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 placed an order online at Pacsun for a pair of shoes, two shirts and a pair of shorts. Shortly after I received an email telling me that my order will be shipped in two separate packages (one for the shoes and another for the clothes). I received a delivery confirmation email for the clothing package on December 1st, 2022. I did not receive it. The following day I received a delivery confirmation email for the shoes package, once again I did not receive it. I checked with neighbors, the front office for my apartment building to check camera footage and the packages were never delivered to my address. I called customer service to report this and they ended up refunding me for the clothing package, but stated that on their end it says the shoes were still on the way and to give it another day and then to call back. I gave it three days and then called back and this time they said they required me to file a police report and send it to them via email. Frustrated but needing my refund, I decided to go ahead and file the report and pick it up. It cost me $5 to pick up the police report which no where in their policy does it say it would have to come to this if this situation occurred. I am extremely disappointed with the way this company handles things, and their customer service is nonexistent. I checked online and saw multiple other people in the same situation as me, and I feel as though they are putting their distrust on the consumer instead of handling it professionally.

  Business Response

  Date: 12/29/2022

  Hello ******,

  Sorry to hear you've been frustrated with your experience.  

  Our policy for non-receipt claims does require a police report to be filed and copy of the report to be sent to [email protected] for validation before we proceed with a refund or replacement, inventory permitting.  The public facing policy deems once we hand over the package to the carrier, we release liability of the package to the carrier.  While a claim with the carrier is an option, processing timeframes can take weeks to months, and does not guarantee the carrier will find evidence of the delivery not taking place.  To cut down on the time for claims and potentially still leaving the customer empty handed, we've implemented the police report policy internally.  While I can appreciate not everyone agrees with this policy, it is what the business has put in place for the past several years.

  In your comments you've stated you filed a report, however, looking at your profile, I don't see that you've sent a copy over.  Can you confirm if you've sent that over?

  If you'd prefer to discuss directly through email, feel free to reach out to me directly at [email protected].

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/20/2022

  Type:Order 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.

  Good evening,I am reaching out in regards to order #*********. I have communicated at this point nearly 5 times across different representatives from PACSUN as this package was not delivered. I shared with them all that I own a ring camera and there is no footage of this package being delivered as stated. I also shared that there is an identical building next door (0 feet away) where on rare yet past occasions, carriers will drop my package by mistake. Nevertheless, I spoke with ******* on 12/19 in regard to this situation and was explicitly advised that a refund would be given to me. However, upon following up with **** on 12/20, I was told this was a mistake by the representative ******* as this refund was not successful and that I should dispute this charge with my credit card. Please note that in my prior calls, I was promised that a supervisor would return my call to discuss this incident further. I am exhausted from calling and attempting to resolve this issue. This is beyond ridiculous and I need assistance in resolving this issue. PACSUN must ensure that all training guidelines and practices are consistent across their agents as this experience shows significant areas of improvement.

  Business Response

  Date: 12/21/2022

  Hello ******,

  Apologies this has not been resolved and that you've been given multiple responses from different agents since you first reached out, and lack of follow up from a supervisor as requested. 

  Reviewing the timeline of contacts, I see you first reached out 11/28 and were advised to allow until the end of that day before proceeding to next steps.  On 11/29 you were advised a police report would be needed to proceed with a refund or replacement, inventory permitting.  You had mentioned you didn't want to file a police report, so the secondary option of disputing with the bank was also provided.  *********** reports, once we receive a copy and validate it, we process the refund/replacement within a business day.  With disputes, there is no guarantee the claim will be awarded to you by your bank.  The response provided on these two contacts align with our internal policy specific to non-receipt claims where carrier tracking indicates the package was delivered.  You were provided similar options on your call into us on 12/14.  Where we dropped the ball was not following up with you accordingly after you had requested a follow up from a supervisor on your calls into us on 11/29 and 12/14.

  On 12/20, the agent you spoke with did incorrectly inform you we could refund without a police report.  On your call later that day, you were then correctly advised of the policy similar to the above.

  Given the response from the first agent you spoke to, we will honor the refund request.  Future similar occurrences will require a police report to be filed.

  Please note the refund will be for the full purchase price of $275 and will be processed in two installments: $270 for the merchandise and $5 for the shipping fee, for a total of $275.  Please allow 3-5 business days for the funds to post to your account.

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

   

• Initial Complaint

  Date:12/19/2022

  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.

  Called customer service 6xs in the last 2 weeks about 2 missing items. Every rep promised a refund and promised an email indicating a refund but every time I call back, I get the run around. Last rep today indicated there was no refund request in history. Wont transfer to manager.

  Business Response

  Date: 12/19/2022

  Hello *****,

  Apologies this was not handled in a more timely fashion.  As of 12/16/22, I can see that a refund for two items (Kids Size 10 Dark Oatmeal t-shirt and Small Wood t-shirt) has been processed for $80.81.

  If you're still having issues, please feel free to contact me directly at [email protected].

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/17/2022

  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 11/24/2022 I ordered from pacsun with the order #********* and bought $192.10 worth of clothes containing 7 items. I received only 3 on 11/29 and the other package with the rest of the clothes was said to be delivered on 11/30. The package never arrived so I contacted customer support and was told the order was split into 3 shipments with me only receiving 1. I asked for refund and was told to file a police report. I want my refund

  Business Response

  Date: 12/19/2022

  Hello ******,

  Just to confirm, your purchase was a for a total of 7 items.  The order was split into 3 total different shipments: Shipment #1 had 4 items, Shipment #2 had 2 items, and Shipment #3 had 1 item.  Shipment #1 reflects delivered on 11/30, Shipment #2 reflects delivered on 11/29, and Shipment #3 reflects delivered on 11/29 as well.

  In the event a customer is claiming non-receipt of a delivered package, we do require a police report to be filed and validated before we issue a refund or replacement, inventory permitting.

  If you would like to discuss further, feel free to contact me directly at [email protected].

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/17/2022

  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.

  Purchased items on 12/9/22, items shipped on 12/12/22 from **********, **** (order delivery address is in *****, ****) the carrier says they are not in receipt of this package. Its a Christmas gift. I have called multiple times asking to speak to someone who speaks English or a supervisor. They continue to tell me that they escalated the situation and someone will call thats happened 3 times with no phone call. They continue to tell me the package is in transit when it has not moved since 12/14/22. Called the carrier multiple times they say they are not on receipt of it any are awaiting the item they told me to call the supplier which again I have multiple times. Ask for a refund and they continue to tell me I cannot have a refund even though this package has not been received to even deliver it. It is now the 17th they sent an email saying the same thing ************** when the package has still not been received by the carrier (I called this morning again to carrier and they DO NOT have the package) . Crappy customer service they read off of a script and do not speak a lick of English. Tell people they are escalating the issue and nothing. Cant get any type of answer except the same thing ************** have received lies from one rep to another regarding various issues with my order. Never buy from them

  Business Response

  Date: 12/19/2022

  Hello *****,

  Sorry to hear you've had a poor experience with delivery and your interactions with the **************** team thus far.

  Just to speak on several callouts in your statement, I'm unsure why *** would state they don't have the package.  They clearly took ownership with the original scan date on 12/13/22 at 1:02AM, with several scans afterward.  From the merchant side, we did handover the package and expect that the carrier delivers in a timely fashion.  That said, that has clearly not been the case.  Unfortunately, delays during this time of the year, with all carriers, does happen.

  All **************** agents do speak English, but we do utilize an offshore call center to handle customer service inquiries.  All said, even from my end, customer service does not have special access to any additional carrier transit updates than what a customer would have.  We see exactly what the customer sees.    

  In good faith, I've processed a replacement order that should ship out tomorrow.  We simply ask that when the original package is delivered, you contact us to provide a return label to send us the duplicate package.

  If you'd like to discuss further, feel free to reach out to me directly at [email protected].

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/16/2022

  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 on December 9th, 2022 as a gift for Christmas and paid for expedited shipping and paid $170 total for two items (a sweatshirt and shorts). I was told I would receive my order in 3 business days. Fast forward to Monday December 12th, my order is marked as delivered and my order never arrived so I reach out to Pacsun and an automated service tells me to wait 2 days to see if the package appears..it doesnt. So I reach out again on Wednesday December 14th. Im told I will get an email in 2 buisness days. Fast forward to today, Friday December 16th, I reach out AGAIN and ** told to just now file a police report???? That is absurd and such an inconvenience to customers, especially during the holidays when people are trying to buy gifts for their loved ones. At this point I dont even want to do business with Pacsun ever again. *********.

  Business Response

  Date: 12/19/2022

  Hi ******,

  Apologies we did not respond to you in the designated timeframe. We'll review internally to see where the miscommunication was on our end.

  Based on the reviewing your claim notes and the interaction via chat on 12/16, the correct protocol was filed.  Upon the date of package delivery, we do ask that customers allow up to two business days to see if the carrier may have inadvertently marked the package as delivered.  On the third business day, if still no package has been received, we do require that a police report be filed in order for us to issue a refund or replacement, inventory permitting.

  If you'd like to discuss further, please feel free to contact me directly at [email protected].

  Regards,

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/16/2022

  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.

  On October 14th, 2022 I placed an online order with Pac Sun for the amount of $214.99. I never received the package. I contacted the company to tell them I never received it. They offered no help. I then filed a claim with my bank in attempts to retrieve my money. ***** bank credited me the $214.99 on November 1st, 2022. Then, I receive a letter from ********** stating that Pac Sun rebutted my claim, and ********** re-charged me the $214.99 on December 9th, 2022. I then obtained a police report from Glendale California ***************** (report number is *********) stating the package never arrived or was stolen/lost. I provided Pac Sun with this police number and they stated they verified it. A week or more goes by and I did not hear anything from Pac Sun nor receive my money back. I emailed them multiple times and they do not respond to me. I called their customer service department, and they refused to refund me and also hung up on me. They have the worst customer service department I have ever seen in my life. I have done everything they have asked in order to receive my refund, and they are not responding to me.

  Business Response

  Date: 12/19/2022

  Hello Jiana,

  Sorry to hear your issue has not been resolved.  I did want to confirm it appears correct protocol was followed by the **************** team.  In the event of a non-receipt claim, where tracking indicates the package was delivered, we do require a police report to be filed and validated before we issue a refund or replacement, inventory permitting.

  In the event a customer does not want to file a police report, a dispute with the bank is an option; however, this does not necessarily mean the bank will rule in the customer's favor.

  In reviewing your order notes, I do see we've validated your police report, but as of late last week, we have not received confirmation from **************** that the dispute has been closed and ruled in our favor.  Before we can issue a refund, we would need that confirmation.

  Feel free to reach out to me directly at [email protected] to discuss further.

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 12/19/2022

  As I have notified you multiple times, the bank has re-charged me on 12/09/2022. You guys are going in circles with me. I have filed a police report and proved multiple times that I have been charged for this purchase that I never received. Please review my bank statement that I have attached once again. 

  Business Response

  Date: 12/19/2022

  Hello *****,

  Apologies if this was not clear, but we need to wait for **************** to confirm.  Your bank and **************** are two separate entities, and there's a processing time from your bank closing it, to notifying **************** and the dispute closing on our end.  As communicated in my last response, we have validated the report, we just need **************** to confirm the dispute is closed before we refund.

  Please feel free to reach out directly to discuss further at [email protected].

  Customer Answer

  Date: 12/21/2022

  When I called your terrible customer service line, they said 1-8 business days to confirm that the claim has been reversed. It has been way past 8 business days. You guys are giving me a run around and not refunding me when I have clearly proved multiple times that the claim was reversed. I have done absolutely everything you have asked, and are still not refunding me for a package I never received. This is the worst customer service I have ever experienced in my lifetime. I dont understand how such a major corporation has this terrible of customer service. I dont understand why or how it is taking so long to verify a charge from so long ago, especially when I provided proof. 

• Initial Complaint

  Date:12/13/2022

  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 extremely dissatisfied with Pacsuns customer support and online order shipping. I had a package that was out for delivery up until this past Sunday (12/11), and then yesterday it was randomly changed to delivered on December 5th which is not accurate. I called ***** numerous times when it was out for delivery and told to call back after 7 days of no movement. On Monday, 12/11, when I called ***** I was told that the package was lost or stolen and they could not track it or get any information because it was transferred to ***** They instructed me to contact Pacsun. I have contacted PacSun several times in the past 2 days via email and phone and I keep getting ran around in circles. I filed a police report as instructed, emailed it to Pacsun twice, and now I have to wait again to have the police report validated before they will refund or reship my items. Because of this Im not going to have my Christmas gifts in time! I am very angry about this situation!! My order number is *********. I want my order reshipped immediately with expedited shipping.

  Business Response

  Date: 12/14/2022

  Hello Alyssa,

  As discussed via email on Wednesday evening, 12/13, a partial refund and replacement for your order has been processed.

  If you have any additional questions, feel free to reply on that thread or at [email protected].

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising 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 purchased a $100 gift card from PacSun's website. I never received the e-gift card in my email. My credit card was billed by "*********" and when I called them, they said that I had to call PacSun for assistance. I called PacSun and was told that they could not find my order with my name, email, or credit card number, but that someone from the investigation department would get back to me within one business day. It's been a week. I just called back to no avail. All I want is my $100 gift card. I don't understand why my information can not be located because ever since I bought the gift card, I get emails from PacSun every day sent to my email.

  Business Response

  Date: 12/12/2022

  Hi ********,

  
  Apologies that you have not been properly assisted and there's been no follow up from our end.  We do utilize a third party, *********, when customers purchase physical or e-gift cards from us.

  Please reach out to me directly at [email protected] and I can work with you to capture the appropriate details to locate your purchase and have the vendor resend it.

  Regards,

  *************************

  Pacsun Senior Manager, User Experience

  Customer Answer

  Date: 12/15/2022

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