ComplaintsforPacific Sunwear

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my first time ordering from this company, order *********, and my neighborhood is usually safe. I've never had issues with my neighbors before. I have contacted PacSun a few times to see if they could resolve this, but they keep advising me to file a police report. They don't seem to understand that my local police office doesn't have an online filing system, and I've been emailing them without success.Given the circumstances and the inconvenience caused, I kindly request a refund for the order instead of a reshipment. A refund would be the fairest resolution to this situation, considering the timing and my upcoming trip. I hope we can resolve this matter promptly and amicably. Your understanding and assistance in this matter are greatly appreciated.

  Business response

  04/08/2024

  Hello *******,

  Sorry to hear you didn't receive your packages despite tracking indicating they were delivered.  To clarify, **************** is not needed to validate your order status.  As your items ship, we sent Ship Confirmation emails, additionally, you can track your order on our website by using the Order Status link in the footer.

  As **************** mentioned to you earlier today, in scenarios such as these, a police report would be required in order for us to issue a refund or replacement, inventory pending.  In reviewing your shipping address and the delivery photos by ***** for 3 of the 4 packages, the doorstep the packages were left at match to ****** Maps images of your doorstep.  If you're stating they were not there when you went to retrieve them, would recommend checking with someone in your household, and if no luck, unfortunately you may have had the packages removed from your doorstep by an authorized person.  For this scenario, the police report is required.
  

  Feel free to reach out to me directly at *********************************** if you have additional questions or concerns.

  Regards, 
  *************************
  Pacsun Sr. ******** User Experience

  Customer response

  04/08/2024

  I understand, what youre saying. But I dont agree with your claim . I was home at the time the package was claimed to be delivered. I went outside and nothing was there. You guys advised me to file a police report.I have told them that the online filing system is down and I emailed my local precinct and they told me to go in person to file it. I have read other stories about the police not allowing reports to be filed unless it was theft, and the email I received also alluded to that too, saying I should bring evidence of theft. I find it infuriating that the police have to even be involved and I have to jump through so many hoops and make so many calls for $327 which is barely a dent in Pacsun's wallet. Furthermore, this error is either Pacsun or the delivery service's fault, so why am I doing all this labor for someone else's mistake? I would be a slightly more willing participant in this ludicrous refund policy if I could just file the report online, as I have a job and a life and I'm usually busy. Yet, they denied my request for refund without a police report before I told them about my local station's situation, and then they ignored my request to refile after I told them.

  Business response

  04/09/2024

  Hello *******,

  While I understand the frustration, the delivery photos clearly indicate the packages were left at your doorstep.  Pacsun, nor the carrier, is responsible for an unauthorized person removing those packages from your property.

  If you're unable to file a police report, your next option would be to dispute with your payment provider.  Please note, this route would not guarantee a refund like the police report would.

  Regards,

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

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a sweatshirt from Pacsun. My order number was *********. It is a ***************** ************* sweatshirt. The stitching on the sweatshirt is crooked.I called PacSun and spoke with ******** who was very helpful and ordered a replacement for me at no charge and even offered upgraded shipping. Order number *********. I gave him a great review for his customer service.A couple of hours later, I received an email stating my replacement order #********* has been canceled because the product is out of stock. I checked the website just now on 3/29/24 and the item IS still available. They are lying. I want my replacement sweatshirt as I was promised. Terrible customer service after all.

  Business response

  03/30/2024

  Hello *********,

  Sorry to hear that your replacement order was cancelled.  I'm unsure if it was mistakenly cancelled during processing, as I see we have plenty of units in stock. We'll circle back internally with our warehouse to prevent this from happening in the future.

  When the replacement was cancelled, a refund for $31.91 was processed.  The refund should post to your account in 3-5 business days.  Additionally, the $15 used in rewards on the purchase were issued back in the form of an eGift Card.

  In the event you need additional assistance or would like to discuss further, please feel free to contact me directly at ***********************************.

  Regards,

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

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

   

  Customer response

  03/30/2024

  
  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 as long as this DOES NOT happen again, my gift card remains valid and I receive my credit.  If anything else goes wrong with this resolution or in the future, I will contact BBB again.  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter loves Pac-Sun clothes, so we placed a $46 order well ahead of her birthday paying an additional $13 for "expedited shipping". There was no indication anything was out of stock, no update about any delays. But just prior to the birthday, realizing our order wouldn't be arriving in time, we went to the ****** ** Pac-Sun and picked up something there. The original shipment took THIRTEEN days to arrive! When we returned the order today at the store, they wouldn't refund the "expedited" shipping charge. And of course you can only chat online with a useless bot, or wait hours on the phone for NO satisfaction. Especially considering the lack of communication and the company's disinterest in refunding the absolute waste of money for SLOW shipping, we would like a refund of the $13 for the service Pac-Sun failed to provide!

  Business response

  03/16/2024

  Hello *****,

  Apologies for the delay in processing and delivering your order.  A refund of the $13 shipping fee has been issued.  Please allow 3-5 business days for the funds to post to your account.

  With respect to other comments in your statement, it is true that stores cannot refund shipping fees for online returns.  They can refund product, but not any shipping fees.  For the ***************** our phones are operational Monday - Friday from 9AM - 1PM PST.  Customers who call in during said windows are connected to an agent within less than 5 seconds.  For customers contacting us via chat, you are correct, a chat bot is the initial point of contact.  A customer can simply ask for "agent" and follow the 2-3 simple question prompts and will be connected with less than 15 seconds to a live agent.  Our hours on that channel are from 9AM - 5PM PST, Monday through Friday.

  Should you have any additional questions or concerns, please feel free to contact me directly at ***********************************.

  Regards,

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

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

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a gift card as a gift from a family member in 2011. While cleaning out my basement I found a stack of gift cards from when I moved. One was from pac sun for $25. The card clearly states on the back that it does not expire and can be refunded as cash at request. I tried using the card at a store and they told me the card did not work. So I called they told me the card was deactivated and I needed to email someone else. When I emailed them they said that they were unable to process cash refund for deactivated cards. The terms that are printed on the gift card say otherwise. I dont understand how they can change the terms because its no longer convenient for them. I dont want any of their products. They dont appeal to me at all. So I want the money returned to me. They have asked me for proof of ownership and and offered a e gift card. But I am not interested. I would like them to honor the terms they set forth on the card and issue me a refund. I understand this is a small amount of money and may seem insignificant but at this point ive wasted about 90 minutes of my life trying to find something to purchase with the gift card only to be rejected when I found some things for my wife then on the phone with them and emailing back and forth for what should have been a very easy resolution and so I am determined to get my money from them.

  Business response

  03/14/2024

  Hello ******,

  Sorry to hear the gift card was deactivated and that you spent a lot of time trying to resolve with the **************** team.

  For context, for security purposes, after several years of no activity, gift cards are deactivated.  The funds can still be seen on the card, they just cannot be used.  **************** will issue a replacement in such scenarios.  If the person contacting us could provide proof of purchase, we'd also be able to refund.  Given you stated you were not the original purchaser, **************** could not approve a "cash" refund and did need approval.

  We have two options to provide: 1) visit your local store and we can hand over $25 cash or 2) we can issue a check (please note the check option does require a W-9 to be filled out in full and signed).  The latter takes several weeks to process.  The former could be done in a day or so.

  Please contact me directly at *********************************** with the route you'd prefer tot take and we can discuss next steps.

  Regards,

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

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

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of jeans on 1/12 and it was claimed to have been delivered on 1/20 (order #*********), however I never received them. My mail area is generally very safe and my neighbors and I never really had issues with theft, so I assume something must have gone wrong in the delivery. I have contacted Pacsun multiple times asking for a refund, and they keep asking me for a police report. I have told them that the online filing system is down and I emailed my local precinct and they told me to go in person to file it. I have read other stories about the police not allowing reports to be filed unless it was theft, and the email I received also alluded to that too, saying I should bring evidence of theft. I find it infuriating that the police have to even be involved and I have to jump through so many hoops and make so many calls for $44, which is barely a dent in Pacsun's wallet. Furthermore, this error is either Pacsun or the delivery service's fault, so why am I doing all this labor for someone else's mistake? I would be a slightly more willing participant in this ludicrous refund policy if I could just file the report online, as I have a job and a life and I'm usually busy. Yet, they denied my request for refund without a police report before I told them about my local station's situation, and then they ignored my request to refile after I told them. Clearly, there are some extenuating circumstances yet Pacsun just wants their silly little police report number that doesn't even need an investigation! If you only want a number for internal documentation, then I don't see why its absolutely necessary for me to potentially waste my time and go to the police station. I tried to make it work but I draw the line at having to go in person with no guarantee of a report/refund. I just want my refund for my jeans that never showed up, I shouldn't have to go through a whole obstacle course to get it.

  Business response

  02/15/2024

  Hello ****,

  Sorry to hear you do not agree with the policy.  For your reference we have processed a prior exception to the policy at your Walnut address in **.  We can also see you made multiple orders in the past several months with no delivery issues, so we feel pretty confident the carriers we are using are correctly delivering packages.

  As a final courtesy, a refund of $44.00 has been processed.  The refund will be submitted to your payment provider this evening, and should post to your account in 3-5 business days. Please note no future exceptions will be issued.

  If you'd like to discuss further, feel free to contact me directly at ***********************************.

  Regards,

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

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

  Customer response

  02/15/2024

  
  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.
  
  I would however like to note that the "exception" you mentioned in PA was concerning a package that was sent back by the building by mistake, which is different from this case where the package is just completely missing. The words "police report" were never brought up in that interaction so either it wasn't part of your policy then or that case was simply different from this. Either way it should not have been brought up as a previous exception in your response as there was no exception to be made if I was never asked to submit a police report in the first place. Also, no delivery service has 100% accuracy, they all make mistakes which I completely understand and I'm not asking you to take complete responsibility for the error. While I agree that I have received packages to this address before, something went wrong with this particular delivery and all I was asking for was my money back, something most merchants would do without a police report. So let's not act like I'm taking advantage of anything or getting multiple exceptions. There's no need to save face by claiming you've been so gracious/made no errors while trying to paint me as an unreasonable customer, especially when I tried to comply and contact the police department. This was hopefully a one time mistake that did not need to be blown up like this, but it seemed like this was the only way to get my refund without wasting even more of my time and energy. I don't want to argue further and I'm not even expecting an apology for all the trouble I went through given my previous treatment, I just wanted to clear up my name if this response is posted in a public forum.
  
  Thank you for finally refunding me for my missing package.
  
  Regards,
  *******************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 2/12/2024 My daughter tried to place an order on the Pac Sun website. She got an error message stating. We are sorry your order can't be placed with the information provided. Your method of payment has not been charged. If you think think this is an error, please contact customer service. I then tried to place the order for her on my account. I received the same error. I used several different payment methods. when they are contacted, they just give you a generic answer that due to seurity reasons they cannot tell you why the order cannot be placed. If they are going to block my ability to order, then I have every right to know why.

  Business response

  02/12/2024

  Hello ******,

  We spoke on the phone earlier.  As discussed, I've escalated this to our security screening partner for review.  As also mentioned, for security reasons, there's minimal information we can divulge, but we'll be following up once we learn more.  

  In the the meantime, feel free to contact me directly at *********************************** if you have any additional questions.

  Regards,

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

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a PacSun gift card for $112 (this was verified through Pacsuns gift card services. I have screenshots), I planned to use it on my order on 1/23/23. As soon as I get to check out, I put the gift card information in and it says my remaining total is $1.84 (I have screenshots). So I put my card info in to pay the remaining total. As soon as I pressed place order, they changed my total to $145 and charged MY card. Completely disregarded my gift card. (I have screenshots of this too). So once I see this, I go to cancel my order before its shipped or processed. And they have nowhere to do so. I reached out to costumer support by phone and email, and got got no answer. Mind you, their website says that they cant cancel if the order has been processed. My order was never processed! So why cant I cancel..literally 2 minutes after I purchase. Whats the point of putting MY money on a gift card (from a previous mistake they made), just to charge my credit card when I try to use the gift card. (The balance on the gift card is still $112) I didnt want any problems, all I wanted was to cancel my order, so I could order my items on the gift card that I already paid for. Its so disheartening when big companies like this cheat to steal money from hard working people.

  Business response

  01/23/2024

  Hello China,

  Sorry to hear you had an issue placing an order and your gift card was not correctly applied.

  In reviewing your order, I do see that you spoke to an agent around 9AM PST this morning, 1/23/24, and he advised we can remove the funds from the gift card once the order has shipped and apply said balance to your order in the form of a refund.  Based on the order notes, it does appear the correct resolution was provided.

  If the solution discussed and offered does not satisfy your request, please feel free to contact me directly at *********************************** and I'd be happy to clarify any questions you may have or see what else we can do.  

  Regards,

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

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

  Customer response

  01/23/2024

  
  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

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a fear of God essential's hoodie for $100 as a present for my son at your ************ ************ store. It does not fit, and when I went to exchange they said it was a final sale that could not be refunded or exchanged. Stating, " That is the contract we have with the company. It says right on the receipt final sale". The receipt that is received AFTER purchase! It's brand new/tags on/never worn! I spoke to the manager and called/emailed the customer service number gaining no resolution. I tried to contact fear of *********** severeal times, and have not heard back. I see they also have an F rating on BBB. It's ridiculous that i have to waste this much if my time to gain a simple resolution! Let me exchange for one that fits, give me myoney back, or at this point both!!! I've never dealt with a company that makes it so difficult to give customers what they paid for!

  Business response

  01/23/2024

  Hello *********,

  Sorry to hear the originally purchased size does not fit and you're having issues with returning it.  As you stated, the company policy is that Fear of God purchases are Final Sale.  Stores should also have signage at the counter/register area indicating said policy as well.

  We can allow a one-time exception to return to our corporate office.  Please note we do not provide return labels.  We can issue a refund of shipping costs for standard shipment only and the label only, we do not cover expedited shipping or materials to ship back.  Please also note that since this was purchased in-store, we cannot process an exchange.  We can issue store credit in the form of an e-gift card for the full purchase value.

  If you agree to the above, please contact me directly at *********************************** and I'll be happy to walk you through the next steps.

  Regards,

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

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had online order November 2023 but my order are lost . It said delivered but I didnt get any package . I contacted customer service that said sorry but I didnt get my miney back yet Here this is my online chat December 12, 2023 12:09 PM Edit PACSUN -Sorry that there are items missing from your package.You may be eligible for a reshipment to your original shipping address or a refund to the original method of payment. Would you prefer a reshipment or refund?Refund We will begin processing your request shortly. You will receive a refund confirmation email once your request is processed. I contacted a lot of time chat and phone call . They said sorry after no response what happened i dont know My package are lost than I didnt get money back please can I get my money back Thank you

  Business response

  01/18/2024

  Hello Duygu,

  I believe this to be a duplicate BBB claim.  Below is a copy a paste of the response provided.

  Your claim only mentioned Service Issues, but included no explanation of the issue at hand.  Reviewing your contact history with us using your email address, is the issue with online order #********* and ***** Tracking #************?  If yes, prior to us issuing a refund or replacement, inventory permitting, as was communicated several times on multiple contacts, we would require a police report to be filed, sent to us and validated. The delivery address was consistent with all four other shipments on the same order which you successfully received. 

  The package was not lost it was delivered and tracking can be viewed here:

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

  If you would like to discuss further, please feel free to contact me directly at ***********************************.

  Regards,
  *************************
  Pacsun Sr. ******** User Experience

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 10, **** I order from Pac sun order # *********, on January 13, **** the items were ****ed as delivered. I went and checked my mailbox, and it was a package inside from the company, after opening the package i discovered that the items sent which was on three wasn't mines. I contacted the company to make them aware and to see about getting my items sent to me. I talk to four different representatives and was told either to file a police report call back with a case number and my items will be reship out if they are in stock or send products that was sent wrong to me by the company back wait till the company warehouse receives the products **** them as retrieve and then they will resend out my items if they are in stock. I explained to them I can drop them off at the nearest pacsun, after that can I get my items, they told me NO and I have to wait for an email that has a ***** label sent to me and I have to take it to a ***** and wait on the process back into the warehouse. After going through multiple reps and requesting a supervisor and being denied speaking to one I asked for a refund, they then told me I can get one once I send back the wrong items which I don't mind but as a customer I wasn't treated fairly nor was I even apologize to by anyone on the company's mistake. This was very upsetting, and I would now like my money back.

  Business response

  01/17/2024

  Hello Monsha,

  Sorry to hear this issue has not been resolved to your satisfaction and that we sent the wrong items on the initial package.  In reviewing your contacts I did want to clarify a few things:

  1. You initially went through our chat bot when contacting us on 1/15 at 5:50PM PST (our call center hours are 9AM - 5PM PST).  In the interaction, the transcript indicated there were items missing.  When we responded via email, the agent asked for clarification on what items were missing.

  2.  You contacted us via phone 3 separate times on 1/16.  On the initial contact, you stated the package was not received, and the agent responded according to our policy for claims of non-receipt when there is delivery POD.  When you clarified you did get a package, but the items were not yours, the agent advised we could issue a refund or replacement once the wrong merchandise is returned and received by our warehouse.

  3. On the final phone contact on 1/16, the agent you spoke with advised we'd be sending a prepaid label to you and approved to issue a replacement/refund once the return package was scanned as in transit, not received by our warehouse.

  I do see that the return label was emailed to you from ***** to ********************. Once the return is dropped off and scanned as in transit, we'd issue a refund or replacement, pending inventory availability.  As of 1/17 at 5:24PM, the return has not been scanned as in transit.

  If you have additional questions or concerns, feel free to contact me directly at ***********************************.

  Regards,

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

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

*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. ↩