Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

• Initial Complaint

  09/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered jeans and a sweater but I never got a conformation email maybe i used the wrong email address i ordered it about a week ago and i was still charged to my card I have no idea where my order is and no way to find it I'm so confused and i don't even have a tracking number

  Business response

  09/03/2024

  Hello ****,

  Appears you misspelled your email as ********************* (.con, and not .com).  This would explain why you did not receive an Order or Shipping Confirmation email.

  We can also see that **************** provided the same response yesterday via email, along with the info to track your order.

  Should you have additional questions or concerns, please feel free to contact us again.

  Regards,

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

   

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a large order with packsun which came in 3 shipments. I received 2/3 orders, but I never received the 3rd package containing most of my order. It has been almost 3 months and pacsun has still not given me a refund for my order that was not received totaling more than $600. They said the refund was issued but this is not the case as it is still not in my account. I have spent so much time on this and just want my refund on my purchased that was never sent!

  Business response

  08/29/2024

  Hello ********,

  Apologies your order has not been refunded yet.  Reviewing the details, the refund was processed on our end on 8/9.  Unfortunately, it failed due to their being a dispute with ****** for the $629.18.  As of this response, the claim is still under review with ******.  $23.97 was successfully refunded, but you are owed a balance of $605.21.

  If you'd like to close the dispute, we can work to get the refund processed directly in ****** once ****** closes it out.  The other option is to allow for ****** to complete the review process.  For the latter, we do not own that piece, so it would be dependent on how soon ****** completes their review.

  Feel free to contact me directly at *********************************** once you've decided which route you'd like to take.

  Regards,

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

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  460$ order placed August 2nd 2024 One item listed as "in stock" was removed and refunded. This took **************************************************************************** not. Today is August 21st and not only have I not received my order but I don't have any kind of tracking. PacSun order status is "Order Dispatched" and on the carrier side, the tracking number is still waiting for updates. I have annoyingly taken time out of my busy day to find and contact the carrier only for them to tell me that Pacsun has not given them the package 19 days after ordered. It's currently impossible to contact Pacsun as they have shut down their phone lines and real human support via chat. They force you to write emails with a 96h turnaround time. They don't even reply after 96h. I am sick and tired of companies who treat paying customers like this. I am at my wits end and 400$ is in limbo. First and last time I deal with this unprofessional, disrespectful and disorganized company. Disgusting.Attached are pictures of invoices with dates, ship notifications with date, refund notice with date, dispatch notice tracker and communication with the carrier.

  Business response

  08/22/2024

  Hello ****,

  Apologies this has not been resolved in a more timely fashion.  While we'd want to nothing more than to fulfill every item a customer purchases, overselling does occur unfortunately.  Item ******* (long sleeve black t-shirt) sat in a back order status for 10 days in hopes we'd get additional units.  Unfortunately we did not, so it was canceled from your order.

  On 8/12, our international fulfillment partner indicates the package was handed over to the carrier, but as you've mentioned, we're also seeing similar in that the carrier has no record of receipt.  We've opened a case with our international fulfillment partner to see if they can locate and expedite the package.

  We'll be following up with you via email in the next ***** hours with an update.  If there unable to locate it, we'll refund the order in full.

  Regards,

  Pacsun Customer Service

  Customer response

  08/22/2024

  Hi. 

  I Accept the proposed solution in theory but I don't want to close this case until final resolution occurs. 

   

   

   

   

  Business response

  08/23/2024

  Hello ****,

  Understood.  We opened the case with our international fulfillment partner yesterday to confirm the whereabouts of your package.  Once we receive a response, hopefully in the next day or two, we'll be following up with you via email.

  Regards,

  Pacsun Customer Service

  Customer response

  09/04/2024

  You said this weeks ago.

  I still don't have my stuff.

   

  You never contacted me as you said you would 

  You just lie and lie and lie again 

  Give me a refund. Enough is enough. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against PacSun regarding an order I placed on July 17, 2024, which has yet to be shipped or resolved despite numerous follow-ups.On July 17, 2024, I placed an order through PacSun's website. As of today, August 21, 2024, the order has not been shipped, nor have I received any clear communication or resolution from PacSun regarding the delay.I first contacted PacSun customer service via chat on August 1, 2024, and was told that I would receive a response within one business day. No response was provided. I reached out again on August 3, 2024, and was informed that orders typically take 1-2 business days to shipdespite my order being over a week old at that point.On August 5, 2024, I received an email stating that they did not have an update and requested an additional business day to resolve the issue. I did not hear back, so I followed up via email on August 13, 2024, only to be told, yet again, that they needed one more business day to provide a resolution.This pattern continued with additional follow-ups on August 15, 2024, and August 19, 2024, where I was repeatedly told that the issue required one more business day to be resolved. However, as of August 21, 2024, my package has still not shipped, and I have received no meaningful communication or resolution from PacSun.This experience has been extremely frustrating and has caused significant inconvenience. I am requesting that PacSun promptly resolve this issue by shipping my order immediately. Additionally, I would appreciate a formal acknowledgment of their repeated failure to deliver on their customer service promises.I trust the ********************** can assist in resolving this matter promptly.

  Business response

  08/22/2024

  Hello *********,

  Apologies it's taken this long to resolve your order.  Unfortunately, the warehouse cancelled the order yesterday.  We do not charge at the time an order is placed, it's only an authorization, and those funds should have been released back into your account a couple of weeks ago given the order was placed 7/17.

  We'll be reviewing this internally to see where the disconnect in providing a more prompt resolution for your concern.  Again, we apologize for the inconvenience and wait.

  Please expect a $20 eGift Card to be sent in the next ***** hours.  This will be in addition to the $10 issued on August 15.

  Should you have additional concerns, feel free to let us know.

  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. ↩