PacSun Customer Service Issues

Good afternoon, I am reaching out as a concerned parent of one of your loyal customers. I am feeling frustrated because for Christmas, my daughter received a pair of jeans as a gift from her sister, and it seems that they ripped at the back. Despite their efforts to resolve this with the store, they have encountered varying accounts of how to address the issue. I am seeking assistance in either obtaining a replacement pair of pants or receiving a refund. While I have not previously encountered any problems with your store, the fact that one pair of pants ripped and another pair has a faulty zipper is disappointing. I hope to receive your guidance on how to proceed with resolving this matter. I am prepared to provide photographs of the damaged pants or correspond through mail if needed. Thank you, A. Lopez

I had a disappointing shopping experience at the Clearwater Florida PacSun store on 3/24/19. My daughter and I visited the store but were not acknowledged by the salesgirls. We had to find sizes ourselves and were not offered the use of the dressing room. When we realized it was closing time, the sales girl was rude to us at checkout, not speaking politely and slamming the gate behind us. This treatment was shocking and unprofessional, and not how loyal customers should be treated. I hope this issue is looked into by the company, as I wouldn't want anyone else to experience what we did. Thank you for your attention to this matter. Robin O.

I made a purchase on your website in March for an Adidas hoodie (Order #[redacted]) in a large size. Regrettably, the hoodie was too big, so I returned it at my local PacSun store and placed a new order for a smaller size. Unfortunately, I received a Rick and Morty t-shirt instead, which is not what I ordered. The store could not process the return due to it being an online order with a different item. Upon contacting customer service, I was informed the item I wanted is no longer available. I was promised a refund within a few days, but it has been two weeks since my initial call. Despite leaving messages, I have not received any updates or my $57.54 back. I am left with the wrong item, no hoodie, and uncertainty about when I will get my money refunded.

I made a purchase a week ago with the expectation of receiving it within 4-6 days. Unfortunately, my order has not even been shipped yet. I needed the items by 4/26. After contacting Customer Service on 4/19, they assured me they would upgrade my shipping to priority due to the delay. I was promised an email within 1-8 hours but received nothing. Checking the tracking, I see it's still "processing at warehouse." I am disappointed with PacSun's unprofessionalism in guaranteeing a timely delivery and then failing to follow through with expedited shipping as promised. I now require either overnight shipping or a refund as this situation is unacceptable.

I was charged twice for a purchase I made at a Braintree, MA store on April 8, [redacted]. The transaction was for $50.90, but my credit card (AMEX) was charged $50.90 and $55.90. The sales associate offered me $10 and then an additional $5 reward during the transaction. I immediately notified the store, who assured me it would be resolved within a day. Despite this, the charges were not reversed. I returned to the store on the same day to inquire further, and later on April 15, but the issue remains unresolved. I contacted customer service, who said they would call me back within 8 business hours, but I have not received any communication. This has been inconvenient, and I am eager to have this matter resolved promptly. Please reach out to me at your earliest convenience. Thank you. Sincerely, Christine C. [redacted]

I need to update my shipping address for order #[redacted]2 placed on May 20 with PacSun. I initially entered [redacted] Wren Court on the first address line and [redacted] Hemlock Farms, Lords Valley PA [redacted] on the second line. Despite paying for 2-day delivery, PacSun only included [redacted] Hemlock Farms on the shipping label, omitting [redacted] Wren Court. Sherry from PacSun attempted to contact Fed Ex to rectify this by adding [redacted] Wren Court but was unsuccessful as Fed Ex requires PacSun to make the request. I am still awaiting the email promised by Sherry. Please reach out to me at [redacted].

I recently visited the premium outlets in Monroe, Ohio and witnessed an employee using inappropriate language, including the "f bomb," while talking to a customer. The employee, who had a beard and tattoos, appeared to be a manager as he instructed female employees to handle the cash register while he continued to swear. When I inquired about two skirts with a significant price difference despite being the same brand, size, and style but different colors, the employee rudely replied, "I don't make the rules." I was with my daughter at the time and found the whole experience disrespectful and unprofessional. We ultimately left the store without making any purchases after spending 45 minutes browsing.

I visited your store at [redacted] N W Expressway [redacted]-B, Oklahoma City, Oklahoma [redacted], inside the Penn Square Mall on Thursday, June 13th, [redacted], in the evening with my kids. Upon entering, I noticed a young lady (employee) who was called Mo by her co-workers. She was wearing extremely short shorts that revealed her buttocks when she leaned over, causing many people in the store, including my kids, to stare. I felt uncomfortable and decided to leave. I believe it is inappropriate for your employees to wear such provocative clothing, as it reflects poorly on your store's image and could potentially pose a safety risk for them. I suggest enforcing a dress code that requires shorts to be at least an inch above the knees or pants for both the store's reputation and the well-being of your employees. Thank you for addressing this issue.

Subject: Concern Regarding Inappropriate Music at Grand Rapids Store To the Sunwear Headquarters Social Responsibility Office, I am writing to express my disappointment at the inappropriate music played in your Grand Rapids, Michigan outlet on Sunday, June 30, [redacted], around 7 PM. As an Asian female, I found the offensive language used in the songs played to be disturbing and disrespectful to both females and people of color. Despite bringing this concern to the attention of two Pacsun staff members, I was met with a dismissive response and no action was taken. This not only disrupted my shopping experience but also led me to remove my children from the store due to the unsuitable atmosphere. This incident has caused me to reconsider my patronage of your store, and I believe that if no action is taken, it may have negative repercussions on your customer base. I urge you to address this issue promptly to maintain a professional environment for all customers. Sincerely, L. H. Professional Interior Designer

Subject: Disappointed with Music Played at Pacsun Outlet I am writing to express my deep disappointment with the music played at your Pacsun outlet in Grand Rapids, Michigan on Sunday, June 30, [redacted], around 7 PM. The music, which contained offensive and derogatory language, made my family and I incredibly uncomfortable. Despite bringing this to the attention of two Pacsun staff members, they did not address the issue or offer an apology. This experience negatively impacted our shopping trip, causing me to leave the store without purchasing the items I had selected. As a loyal customer, I have never encountered such inappropriate music in any retail setting. If no action is taken to rectify this situation, I fear it may have serious repercussions for your store. I also had difficulty finding a suitable contact for addressing this matter within your company. Sincerely, Lydia H. Professional Interior Designer

I received a gift card, but unfortunately, it doesn't seem to be working when I tried to use it. I reached out to the number provided for checking the balance, but after being redirected to an inactive number, I had to call back. I spoke with an Indian representative and his supervisor, Sunday, who weren't helpful or friendly. Their tone was unkind and rude, which is really disappointing. I wanted to purchase an item that's on sale and running out of stock, but I don't think I'll be able to secure it before getting a new card. I suggested using my card to buy the LA Hearts Eye Earring 16-Pack since the 20% discount is ending soon, but they made me feel silly for asking. Customer service should be more supportive and understanding. Other companies have assisted me in similar situations without any issues.

I recently received a pair of slip-on sandals (Order Number: [redacted]2) that had noticeable craftsmanship issues. The glue was smeared around the sides of the sole, with a section at the back where the sole was detached from the shoe. The quality was below standard and should not have been sent out like this. I have taken photos of the defects. My concern is the $7 deduction for returning the damaged product online. Charging for returning a faulty item is unfair and could lead to negative reviews. Driving to the nearest PacSun would cost at least $7 in gas, not to mention the time and effort involved in returning the item in-person and expressing my dissatisfaction. I have been waiting on hold with PacSun customer service for over 30 minutes as I try to resolve this issue.

I am Layla and I purchased 3 items on July 25th during the NEWFALL promotion for a 20% discount. I entered all my details, received an order confirmation, and noticed a pending transaction from PacSun in my bank account. However, I haven't received any tracking information. Interestingly, the transaction is now missing from my bank statement. If necessary, I'm willing to reorder the items; I just hope to still get the 20% discount I initially had. The items I ordered are the LA Hearts Toggle sweatpants in grey, size medium, the Me to We Never Notch T shirt in lime, size medium, and the LA Hearts Waffle Knit Henley Tank Top in black, size medium.

I have encountered an issue with a recent online order. I made a promise to my soon-to-be stepson and daughter to reward them with new shoes if he completed some household chores as a way to bond. Unfortunately, the shipment did not go as planned. One pair arrived in the wrong size, and to make matters worse, I was only informed that one pair was coming when I was expecting two. I was supposed to receive a refund for the shipping cost, which hasn't been processed yet. As a loyal customer who has been shopping at your stores since I was 16, I would appreciate either being refunded the entire amount or given the option for my children to choose any shoes from your website or stores to make up for this mishap. As someone who wants to continue being a supporter of your brand, I hope we can resolve this matter and maintain a positive relationship.

I made a purchase in-store on August 20. Today is September 3, and I am disappointed with the service I received. I found out that my order was canceled due to a last name typo, even though my tracking information did not indicate any issue. I had to contact customer service twice to inquire about the cancellation and the refund status. I was advised to contact my bank, but later discovered PacSun had not processed the refund. I was informed that it could take 3-5 business days for the refund to reflect in my account, but it has been over 2 weeks since the initial order. I feel frustrated with the situation and am considering sending a detailed complaint via email. I hope this issue can be resolved promptly, either by correcting the typo and delivering the order or expediting the refund process.

I am reaching out for the third time to express my dissatisfaction with the customer service I have received. On August 12th, I took advantage of the BOGO jeans sale and purchased two pairs, which arrived on August 16th. Unfortunately, they were both too big. When I requested an exchange, I was informed that only returns were accepted due to limited stock. Subsequently, I initiated the return process, and the jeans were received on 8/20, but I have not received my refund after 3 weeks. I find it frustrating that the jeans I wanted in the correct size are still available on the website. I believe the exchange policy is unfair as I would have gladly exchanged them. The way this issue has been handled is disappointing, and my attempts to address it have been ignored. I voiced my concerns in a review, but it seems to have been conveniently omitted. I seek comprehensive answers to my queries, not just a timeline for the refund. If this matter is not resolved, I will escalate it to the better business bureau.

I purchased corduroy "jeggings" online at Pacsun.com. I selected size 28, which is my usual size, but when I tried them on, they were tight around my butt and thighs while fitting my waist fine. I expected them to be stretchy like jeggings usually are. It seems like many pants today are designed for women with slim legs and no curves. As someone who is 5'3 and [redacted] pounds with a muscular build, it's frustrating to struggle to find pants that fit comfortably. It's disappointing when something that should fit doesn't due to lack of stretch in the material. I believe it would be beneficial for clothing companies to consider different body shapes. Despite exercising and eating well, finding suitable pants shouldn't be this challenging. Thank you for considering my feedback.

I have been waiting for a refund for 2 months. After receiving an email stating that I would be refunded to my original payment method within 5 business days, I waited an additional ten days and still did not receive the refund. When I called, they mentioned sending a gift card instead, but I insisted on my refund as promised via email. Now I am waiting for them to investigate the issue, despite the initial email stating that I should have already received my refund.

I placed an order for 3 pairs of men's jeans on September 20, [redacted], but when the package arrived, it contained 1 ladies' dress and 2 tops instead. There was no order slip included, only the PacSun order slip with order #[redacted]5. When I tried to look up the order number online, I could not find any record of it. I am unable to obtain a return label to send back the incorrect items. There was no information provided in the package regarding the items received. I have contacted PacSun customer service representatives three times by phone, but my order has still not been resolved. This order was supposed to be a Birthday gift for my grandson, and the entire situation has been very frustrating. I am disappointed with the lack of customer service displayed in handling this issue.

Today, I contacted Pac Sun after spending two hours trying to place an order and not receiving my 15% email offer. I spoke with a helpful gentleman who apologized and promised a 20% discount. When I called back, the service took a turn. A lady was rude and unprofessional, refusing to connect me with the person who had assisted me earlier. My subsequent calls were met with demeaning responses, leaving me frustrated and disappointed. The lack of basic customer service skills shown led me to consider taking my business elsewhere. A simple, kind approach would have sufficed, which is essential for customer satisfaction. I urge the company to address this promptly to maintain customer loyalty. If not resolved soon, I will be forced to escalate this matter further and advise my family and friends to reconsider shopping at Pac Sun. Thank you for your attention to this issue.