This business is not BBB accredited.Additional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers men and women's clothing, shoes and merchandise.
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Pacific Sunwear include:
- Failure to respond to 2 complaint(s) filed against business
Factors that raised the rating for Pacific Sunwear include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Gary H Schoenfeld, CEO
Number of Employees
Clothing - Retail General Merchandise - Retail Shoes - Retail
Alternate Business NamesPacific Sunwear of California Inc PacificSunwear.com
THIS LOCATION IS NOT BBB ACCREDITED
3450 E Mira Loma Ave
Anaheim, CA 92806 (877) 372-2786 (714) 414-4000 Directions
THIS LOCATION IS NOT BBB ACCREDITED
PO Box 68042
Anaheim, CA 92817
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (877) 372-2786(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Approximately 3 weeks ago I attempted to purchase some clothing from Pacific Sunwear at Pacsun.com using a couple gift cards I had received for my birthday. The first time I attempted to the purchase, the website explained that an error had occurred and the transaction could not be processed. I tried to troubleshoot the problem a couple more times that week and failed. I waited until that Thursday, April 9, 2105, to contact the business directly via the phone with regards to my issues with the order on their website. The phone call lasted 11 minutes and I was told by a customer service representative that the issue would be resolved in 24 hours and that I would be able to complete the order the next day. I waited more than the recommended 24 hours to reattempt the transaction but failed yet again, this time due to the gift cards (which still had not been used) being stated as "inactive or invalid" . I called Pacsun again at their customer service number to inform them that I was still unable to process the transaction and that I wanted my claim to be escalated to the managerial level so that I could express my concern with a supervisor. I was reassured that a manager would call me back within 1 business hour. 4 days later I received a voicemail from ****** who was a supervisor at Pacsun who was going to help me. When I called the office back a couple hours later I was told ****** was in a meeting and would give me a call back (that day) after the meeting. I called back the next day because I had still not received a call, I was told that ****** was at lunch and would call me after. I called again the next day after still not having received contact from a Pacsun supervisor like I was told I would 5 days earlier. I was again told by a representative that I would be called back within a day by a supervisor. It has been 5 days since then and I have still not been contacted. This has become a bewildering act of unprofessionalism and horrendous customer service.
Desired Settlement: I have spent a lot of money at this establishment throughout my life time and have never dealt with an issue this embarrassingly unprofessional before. Due to the length of time I have not been able to complete my order, the item I want has since been sold out. Unless this is fully handled by Pacific Sunwear I will never involve myself with their apparel again.
Read Complaint Details
Complaint: Advertised buy one get one 50% off AND buy 3 get one free. When I checked out with four pairs of men's pants, they rang up 54.95 54.95 54.95 and free. With the advertised sale in the store, it should have been 54.95, 27.48, 54.95, and free. I asked the clerk about the register price, she told me "You can't have both, they give you the better deal". There is no better deal and both "deals" are the same. I emailed PACSUN customer service on 12/2 and they have not replied. This is deceptive advertising, as I was overcharged 27.48 on one pair of pants. Product_Or_Service: Mens Pannts
Desired Settlement: DesiredSettlementID: Refund I believe that the total price was an overcharge of 27.48 plus tax on the items purchased.
Attn: Better Business Bureau
Case ID: *******
PacSun received a complaint against or an issue that occurred at our Store Bloomingdale, IL.
I contacted the Customer, ***** **********, and apologized for the confusion of the current Store promotion running. We will be sending her a Gift Card for the refund she wanted to receive.
We will be sending her a Gift Card today via FedEx and the Customer was very happy with the conversation I had with her.
If you need additional information, I can be reached at ************ or **** **** ******************
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.
|12/4/2013||Problems with Product/Service|