Business Profile

Clothing

PacSun

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for PacSun's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

202 total complaints in the last 3 years.
95 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:12/09/2024
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 company is the worse, customer service may be even more worse. Complete lazy a** idiots.Anyway, I placed an order and it said it was delivered to local post office on November 30th which I constantly keep bringing up to these useless, clueless and helpless customer service. Which means it was NOT delivered to my address, it was then switched from *** to **** and it still says Estimated Delivery is December 2, 2024 no updates or anything and I keep telling these people that its no longer updating and they do NOTHING but repeat the same BS and its annoying as h*** atp.This company keeps saying file a police report instead of reshipping or refunding the item. Can they NOT see on their end that this package was not delivered to me when they can see the tracking? Why the h*** would I file a f****** police report over a **** t-shirt ???? Nobody has the time to do that or to be wasting anyone elses time over something thats not that serious. Just stalling and wasting time going back & forth with these ppl.Ill be getting my money back someway and I definitely will not be shopping again with them. Horrible f****** experience.
Business Response
Date: 12/10/2024
Hello T *****,
Apologies you do not feel your concern has been handled appropriately. The package was shipped *** Mail Innovations. *** picks up from our warehouse, hands it over to ***** and **** makes final delivery. While we can't speak to why *** is reflecting an estimated delivery date, ***** which is the carrier that delivered the package, reflects delivered. Please refer to the link below. This tracking # can be pulled from *** as well.
************************************************************************************
While we understand customers may not like the policy, given the package was delivered, we would require a police report to be filed and validated before a refund or replacement is issued. A copy of the report can be submitted to ********************************************************************. Once this is complete, we can reach out to discuss next steps.
Regards,
Pacsun Customer Service
Customer Answer
Date: 12/13/2024

Business Response
Date: 12/13/2024
Hello T *****,
No additional comments came through on your latest response, so pasting in the response provided last time for now since we're unsure what the request is.
Apologies you do not feel your concern has been handled appropriately. The package was shipped *** Mail Innovations. *** picks up from our warehouse, hands it over to ***** and **** makes final delivery. While we can't speak to why *** is reflecting an estimated delivery date, ***** which is the carrier that delivered the package, reflects delivered. Please refer to the link below. This tracking # can be pulled from *** as well.
************************************************************************************
While we understand customers may not like the policy, given the package was delivered, we would require a police report to be filed and validated before a refund or replacement is issued. A copy of the report can be submitted to ********************************************************************. Once this is complete, we can reach out to discuss next steps.
Regards,
Pacsun Customer Service
Customer Answer
Date: 12/20/2024
I am done dealing & responding back to this company. Their response makes no sense and been nothing but BS, and just not worth my time. Im not filing no police report over a cheap item. One of the dumbest policies Ive ever came across from a business.
Since these people cant do anything, all their responses will be rejected and I still stand by what I said.
Please close this ticket as I no longer wanna hear back from these clowns, still rated -1, worse company to deal with if you never received your item.
Initial Complaint
Date:12/06/2024
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 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
Date: 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
Date:12/05/2024
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 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
Date: 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 Answer
Date: 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
Date: 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
Date:12/04/2024
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 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
Date: 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
Initial Complaint
Date:11/22/2024
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 placed an order on Pac Suns website at 2:29am on November 19th pacific time and paid for overnight shipping. Per Pac Suns website, any orders placed before 9am Pacific standard time would be delivered the following business day. My order total came up to $359.41 in which I paid the ***** for the overnight shipping. My package was not shipped as promised. I am a flight attendant and I was in California for a specific amount of time which is why I paid for the expedited shipping. I reached out to Pac Sun specifically explaining that information to them and even asked them since I would not be in Ca as I had to leave on the morning of November 21st to head back to ******** if they would change the shipping address as I would not be there and not be able to receive the package since they did not ship it out as promised. They told me they would not change the shipping address. The package has been sent to a location I am not longer at and I cannot retrieve my items. I am very frustrated and disappointed and per PAC Sun they will not refund me for the purchase because they now shipped the item out even though it was after the timeframe of the shipping I specifically paid for. I want a full refund.
Business Response
Date: 11/22/2024
Hello ******,
Apologies the order was not shipped same day and delivered Wednesday, 11/21.
In reviewing the shipment details, this was delivered to a home. Is the homeowner or person staying at the home able to return the package to us. If yes, we can proceed with issuing a refund.
Please follow up with **************** if the above is feasible.
Regards,
Pacun ****************
Customer Answer
Date: 11/22/2024
No, the owner has gone out of town for the Holiday and will not be back until a week after thanksgiving. Your company didnt follow your own policy. A sorry will not help. You asking me to return a package that I am not in possession of is unacceptable on top of that I called to get ahead of this and was denied options that made sense. The entire reason I paid for the expedited shipping is because the package needed to arrive on time. You cannot just drop the ball and not rectify the situation. I am now out of a product that you guys did not deliver on time but I am out the money as well. Your response is not acceptable. I want a refund of my money or for the merchandise to be shipped to my address in *********
You guys need to fix this. And also change your policy if you dont have the manpower to handle overnight shipping.
Business Response
Date: 11/22/2024
Hello ******,
While we do our best to ship packages out within our marketed timeframe, things do happen. Unfortunately, we cannot account for customers who are travelling.
We would require for the package to be returned prior to us issuing a refund. Since you've advised that is not possible, we recommend disputing the transaction with your payment provider.
Regards,
Pacun Customer Service
Initial Complaint
Date:11/12/2024
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.
Made an order on pacsun via the TikTok shop on October 12th, and I returned the items because shipping took way too long and this was for my daughters and wife but they already went in store to purchase items instead. Order ID is ****************** And the return ID is ******************* It has now been since October 22nd that **** has had received the return, which is 21 days. It has been since October 28th that the return was delivered with the label they have provided. That is 15 days since the return has been received by them. I have contacted several times via TikTok and they are unresponsive and have not refunded me. They keep telling me to wait 1-3 days for the refund but I have yet ti be refunded. I need to be refunded $928.75.They have had several days and have not contacted me about my refund as they have promised. Very horrible business model they have. No one has reached out to me as they promised and no refund has been issued as well as they promised. This is a very horrible sketchy business. Will just shop in store now.
Business Response
Date: 11/13/2024
Hello Llc 415 Resale,
Apologies you feel this has not been handled correctly. We've been in contact with our warehouse and TikTok regarding your return. As of today, our warehouse has no record of receiving your return of multiple pieces of multiple units of footwear. While we understand tracking indicates delivered, our warehouse has not processed or received anything.
We've also contacted **** to get details of the return package and they advised the weight scanned and delivered to our warehouse was less than half a pound.
As a result of the above, we've notified TikTok we will not be processing any return till merchandise is physically processed by our warehouse. We also understand they've advised you to dispute the transaction as an alternative.
Until the product is physically processed as a return, we cannot issue a refund.
Regards,
Pacsun Customer Service
Initial Complaint
Date:11/11/2024
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 placed an order on 11/3/2024 which is a Sunday. I ordered through the app and once I was ready to check out I noticed it didnt prompt me to enter in or review the shipping address. I even when back out of the checkout and went back in for it to still not prompt for address. As a matter of fact it didnt show shipping address at all. So after submitting the order I noticed on the receipt that the shipping address was my parents old address and they no longer live there which is in **. I live in ********* now so whoever lives in that house would get the package. It was Sunday so PacSun has no customer support open so I submitted a ticket. Their policy says once a package ships it cant be cancelled or modified, but says in certain cases they might be able to. So when I called the next day they were no help and they said it shipped but I received no email stating it shipped, but they said to keep and eye on it and if its rejected them they can send it to the right address. THIS MAKES NO SENSE! I called ***** they explained any couldnt do anything either the company would have to change the address! So the packaged delivered on 11/09. No one rejected obviously. So I called today to get a refund because I literally dont even want the order anymore after this stupidity. The *** tells me I have to file a complaint with the police department or call my bank to dispute the charge *** TYPE OF POLICY IS THAT??? Never in my life have I heard of this nonsense when its on file that Ive already said its the wrong address. Im livid!
Business Response
Date: 11/11/2024
Hello *******,
Apologies your order was shipped to an old address. We recommend editing your Apple Pay settings and updating the address you have on file on your phone to prevent the issue from occurring in the future.
Shipments sent out standard mail cannot be rerouted, modified or returned to shipper unfortunately. We do have to wait for the carrier to deliver or return the package to shipper before we can provide next steps. Typically, these do require a police report, as this is company policy.
We've made the exception to issue a full refund. Please allow 3-7 business days for the funds to post to your account.
Regards,
Pacsun Customer Service.
Initial Complaint
Date:11/08/2024
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 have never dealt with such terrible customer service. I express shipped a large order with *************************************************** different sizes. When i received the package I realized 2 items that I ordered multiple of were missing (lace trim shorts and white lace corset top). I contacted customer service and they told me they would get back to me regarding the weight of my package to see if I could receive a refund? Which whatever I was fine with. Did not hear back and I had to contact them again. Then they tell me the weight of my package was correct so I have to file a POLICE REPORT to maybe receive a refund?!? Mind you all of my items were very ***** and light in weight- probably weighing less than their individual plastic packaging. I have never heard of a company requiring such a thing -especially when they are at fault. Then was told they could see if the internal could help me after I expressed that I was uninterested in doing such a thing. After another day was told the same thing. I bought from this company thinking it was safe to buy a large order and return what I dont want easily. I was so wrong and just want my money back for something I NEVER RECEIVED. Absolute insanity will never be buying from them again. Reading the rest of these complaints I can tell that this is not uncommon.
Business Response
Date: 11/10/2024
Hello ********,
Apologies this has not been resolved to your satisfaction. Information provided by the **************** team is correct, company policy would require a police report to be filed and validated in order for us to issue a refund for the items you state were missing from the package.
Your feedback will be shared internally so the policy can be reviewed.
Regards,
Pacsun ****************
Initial Complaint
Date:10/24/2024
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.
I have been blocked from the app and website and the only thing stated is that it is to protect itself from online attacks. I am not trying to attack the company. I am only trying to open the app so I can see if Pacsun sells the **** **** tote bags at my local store. It tells me that I can email the site owner to resolve it. But I need to go onto the website to find the email. How does that make any sense? I am sorry for how upset I sound, but I am truly very upset. Pacsun is my favorite store and I would very much like to be able to open the app and website again to be able to shop.
Business Response
Date: 10/25/2024
Hello ******,
Sorry to hear you're being blocked from accessing the app. In order for us to look into it further, we would need the following:
IP address
date/time of the block
RayID or a Block ID which is typically towards the bottom of the blocking page
These are time-sensitive, and would require our security team to review within 24 hours of you getting the error. You can provide the information Monday - Friday to *************************************************************.
If you would prefer not to do the above, we recommend trying to access the site via a different device or laptop/computer.
Regards,
***** *******
Pacsun Sr. ******** User Experience
Initial Complaint
Date:10/08/2024
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.
I am reaching out because I placed an order with this merchant, PACSUN, on September 7th 2024. The order number is #********* and was supposed to include the following items including FOG Essentials Black Classic Sweatpants ($105.00), FOG Essentials Black Fleece Hoodie (******), The Met x Pacsun Michelangelo Libyan ***** Hoodie ($48,75), Pacsun Subliminal Racing Full Zip Hoodie ($69.95) and Pacsun camo straight leg sweatpants ($37.46). The order also included a $20.00 shipping fee. Upon delivery, I noticed I was sent the wrong items. I then returned all 4 items received and the items were delivered back to the warehouse via tracking number ********************** via ****. The warehouse is stating that only 1 item was received, however, 4 items were returned. Pacsun is refusing to refund the order. In total I paid the merchant $434.26, and I have only been refunded for one item; the Pacsun camo straight leg sweatpants ($37.46). This is unacceptable and considered fraud.
Business Response
Date: 10/08/2024
Hello *****,
Sorry to hear you were not sent the correct items. We are currently in the process of working with our warehouse to determine what was returned. As of this morning, they've advised only one item was sent back to us. When comparing original outbound tracking, the package weighed 7 lbs. When reviewing the return tracking, the package only weighed 3.4 lbs.
Once we have additional information from our warehouse, the **************** team will provide you an update.
Regards,
Pacsun ****************
Customer Answer
Date: 10/09/2024
Unfortunately, I do not understand why there is a weight difference, however, I do know that I returned all received items.
Also, I was told that confirmation would only take 1 business day. Yet, it has been over 5 business days. Either way, I have definitely sent more than 1 item. 1 item would not weight 3lbs.
I want my refund to be processed, so I can never shop at this store again.
Business Response
Date: 10/10/2024
Hello *****,
The weight of the package is per the carrier, not Pacsun. Our initial information from our warehouse indicated only one item was received. We've asked them to check again given your comments that all items were returned, which is causing the delay.
Unfortunately, we would need to wait for confirmation from them that more than one item was returned before we proceed.
Regards,
Pacsun Customer Service

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

PacSun is NOT a BBB Accredited Business.