PACSUN
reviews and complaints

I would like to inform you of a disturbing situation which happened to my daughter while shopping at the PacSun, Windward Mall location. It occurred on Black Friday, Nov. 24, 2017 while shopping with her Aunt.
As they entered the store, one of the sales clerks pointed at her and whispered to the manager, Aaron Summers. He then looked at my daughter pointed and made a shooing motion with his hand as he walked toward them. When questioned by her Aunt as to why she was dismissed from the store, he told her my daughter was caught shoplifting at this store and accused her of shoplifting at two other stores in the mall. He also told her my daughter would have to leave the mall or she would be escorted off the property by the police. Needless to say, both my wife and I were concerned about these accusations.
The next day my wife went to the mall security with a photo of our daughter and asked if there were any records of her shoplifting. They had no reports, photos, or information about any actions by our daughter and she was not on their Trespass List. The security officer then went over their procedures for apprehending shoplifters and/or someone that is not allowed on the property. My wife explained our daughter's situation and was advised to make a harassment complaint with the police against the store manager.
I met my wife and daughter at the police station and explained our situation to the officer. He then offered to accompany us to the store, as a neutral party, to speak with the manager.
We arrived at the mall with the officer and mall security accompanied us to the store . When we spoke to the store assistant manager, she said that they had film of my daughter stealing. We asked if we could see it, she said no. The mall security asked why they were not notified of the shoplifting incident, she replied that they do not report it.
When the store manager, Aaron Summers arrived, he said that he personally caught my daughter stealing on 4 separate occasions and escorted her out of the store. When I asked if he filed a report with the mall security, he said "yes" which was contradictory of what the assistant manager had just told us. The mall security then said that they have no records of any such incidents involving our daughter. I asked Aaron if he had any dates or any of his own reports of these incidents and he said "no."
Having personally worked in retail for 10 years, I asked him what his store procedures are when someone is caught shoplifting. He replied that his job was just to "observe and report." If this is true, why are there reports or records of these alleged incidents? He said that PacSun corporate policy instructs him not to make any reports to security or the police for any theft under $250.
He then told me to go into my daughter's room, gather all her Brandy Melville clothes and find the receipts for all the items. Both my wife and I found that comment to be very offensive. I then told him that would not make any sense. When he said that he caught my daughter shoplifting, did he let her keep the merchandise? He had no reply. He continued to contradict himself about making reports and not having reports himself. He also said that he had film of my daughter but could not produce the tapes. Mr. Summers said that he was told by mall security that our daughter was not allowed in the mall but when asked for the name of who gave him this information, he could not recall.
After being told by mall security, that my daughter has no such records on file in the mall, he put the incompetency and blame of lack of record keeping on mall security.
Mr. Summers then asked us what we wanted out of our talks, saying if it's being able to shop in the store, that it was alright for my daughter to shop there. My wife told him that we wanted him to apologize to our daughter, which he did not.
The lies and false accusations by your store manager and employee, publicly embarrassed my daughter, and affected her and other members of our family. We regret that due to your manager's actions, will no longer patronize your store and will let others know how your employees have falsely accused and so easily slandered customers and seem to think it's acceptable.
It may be advisable to check the pilferage within your Windward Mall location. We know for a fact that there's an employee that works in this location that steals form the store. We all found it odd when your store manager said that the corporation's policies state anything missing or stolen under $250 is not reported. Even the police officer who accompanied us said he had just arrested a minor for shoplifting from another store, merchandise valued at $4.

I'm writing you as a concerned parent and previous frequent shopper of your store.

Back in August, my daughter and I were shopping for back to school clothes, the weekend before the beginning of school. We headed to the mall, as there were other things we were going to be shopping for. Normally, we choose to shop elsewhere. The mall was busy, as it was a Saturday. Your store was the first store we stopped in and she was looking specifically for jeans. As she headed to the dressing room, I couldn't help but hear the song that came on the overhead speakers. It was being sung by a female, and was not a song I had heard on the radio before. The subject matter was most definitely not suited for the demographic that was in your store at that time. There were sexual references, vulgarity and profanity that one would hear being spoken out on the street. As I looked around, I noted that there were families in your store. Families with young children, and of course, there were teenagers. I realize that a majority of high school kids speak this way in this day and age, but as a mother to teenage girls, I was disgusted that PacSun would have music like this piped in to the store. When my daughter came out of the dressing room, she hadn't found anything to her liking. I'm not sure I would have wanted her to purchase anything from your store at this point anyway, so we headed to the exit. As we were leaving, we had the only contact with a store employee and he asked us how was our visit. I took the opportunity to let him know my feelings. He apologized and stated that the music was on a loop and there was nothing he could do about it. He encouraged me to send a complaint. I appreciated his sincere concern. However, we will not be patronizing your store in the future. I will choose to take my daughters shopping at other stores that don't conform to society's standards of today. I have more self respect than that.
Thank you,
Marilee Cottrell

I paid for express shipping for me and my friends outfits to come in on time for the weekend and it is still 3 hours away. When we purchased out product it said we can pay extra for express shipping to have it arrive on Wednesday 10/25. But here we are on Wednesday and our order is all the way in connecticut when we ordered the product exactly a week ago. That doesn't seem like express shipping to me and is unacceptable.

I'm a short guy so when I saw the "short" option before buying some denim joggers I was excited to get a slightly shorter pair but when I got them they were the exact same length as the other regular ones I had bought.. so kinda ruined my day. I love PacSun their clothing is always good quality and I get what I buy but I was really disappointed with this one. Does short mean something else?..

I have two daughters who have shopped at Pacsun. My 21 year old has moved on but my 15 year old still likes to shop here. I was not allowed in the dressing room with my daughter. I am a frequent retail shopper at much higher end shops and have never run into this issue. the management staff, tatted with piercings telling a 54year old woman she can't go into the dressing room with her daughter was comical. I handed the lovely manager my Coach bag and informed her that I would be going into the dressing room with her. She liked the clothes but I chose to spend twice as much and go back to Urban Outfitter. You lost a sale and a customer.

To whom this may concern,

Aloha Pacsun! I'm a local resident on the Big Island of Hawaii. I'm not one to complain or cause trouble but I just needed to express my frustration due to the lack of customer service. I may have a high standard when it comes to retail because I use to work in retail and I was taught to always be ready to greet our customers and ask if any help is needed. I was also trained to make our customers feel welcomed.

Living on Hilo side, we don't get to visit Pacsun often because it's on the opposite side of our island. It's always a exciting trip to visit because I always plan and hope to leave with something! I love clothes. As the four of us walked in no one greeted us but only looked at us and looked away. All employees remained behind the counter and didn't even bother to ask if we needed help or offered us any good deals. Signs are explanatory but it's always nice to have that confirmation on what product and items are on sale? We shopped around the store for about 30 mins or so, tried on clothes and shopped around for a bit more. Standing in the fitting room my friend had to walk to the counter to ask for a key to unlock a fitting room since the others were occupied. No one came to check and offered assistance. Clothes were also left hanging in the fitting rooms from the previous person and was left a little untidy. Employees were sitting on the counter while having a conversation and forgetting about their customers. As a customer, it made me feel unwelcomed and not important. They all seem like good people but it's important to have employees know their responsibilities and duties as representatives of a popular brand clothing store. Thank you for your time. Mahalo!

Its always a frustrating experience. I just come bc my daughter insists. We were the ONLY customers teying to use the fitting room and had to wait for the hem to stop joking to help us. I would not mind paying overpriced items if at least I had someone helping me find the right size/color. Puyallup SouthHill Mall location. They dont offer options on how to find the product online. A lady right by my side folding jeans while I struggled trying to find the size my child wanted. I had to follow the worker to get fitting room doors opened. Had to go back to get different sizes. Walmart has better sales people than this store.
Their stock is always low. Just ridiculous.

I went into my local Pacsun on August 16t h around 1 pm and was hoping to be welcome with a nice greeting as I typically do. but when I came in this time I did not recognize the employee and was not greeted as I typically was. The store looked very presentable besides and lot of boxes near the registers and dressing rooms stacked. As I was shopping around I was looking for my favorite brand, Brandy Melville, and was not having luck finding it. Being the only person in the store I would've expected some help besides the girl standing behind the counter talking on the phone and just staring at me. When I found what I wanted to try on I was just stared at as I walked near the open fitting rooms and just walked into one but got discouraged because the girl finally decided to do her job and ask how many items I had very rudely. I tried the items on and loved all of them but was discouraged to buy them due to the lack of customer service I had. I became aware at the end of my leaving that she was the new store manager as she mentioned to someone she was speaking to at the register. It was very sad to have that experience due to the amount that I shopthere and have become very comfortable with the employees that work there.

It has come to my attention that PacSun does not cater to taller women. I find it very offensive that I am not able to buy that perfect pair of jeans without it reaching far above my ankle. I find it very repulsing that such a large company as yours can not provide longer pairs of jeans for your taller women. I just wish the jeans were inches longer; other than that the jeans are perfect.

The assistant manager Oscar, who works at Serramonte, was rude to me. I was trying to purchase an item and he raised his voice at me when I was paying with card. Basically saying I was taking forever. All I was doing was paying for my item and his rudeness wasn’t necessary. No manager should be that way towards a customer. Maybe he was having a bad day, but don’t bring that negative energy to a workplace.

The incident took place at the Woodbury Outlet on the 31st of July 2017. There is a discount passport that includes extra discounts that can be given when one shows that they have it. Completely my fault, I forgot to show mine when I was paying. This happened to me at other stores such as Kate Spade and J. Crew. When I went back to those stores to apologise and enquire if I could be given the discount, every store had really friendly workers that happily took back my receipt and gave me the discount. The only store I had an issue with was at PacSun. The cashier explained there was a store by store policy and they could not return me any money. I completely understood that. However, an asian worker at the store whom I later asked the name for, named Beth, was very rude about it and was very impatient with me. She basically took my receipt and slammed it on the countertop and told me that it was "too late" in a rude tone. I was appalled at this attitude after going to stores such as Kate Spade and J. Crew with the same problem and being treated with such great customer service. I definitely got Beth's message of irritation and impatience. Every store I went to the outlets had impeccable service while PacSun's service paled severely in comparison due to one worker, Beth. She was unhelpful, rude and if her patience is always at that level, she should not be working in the service industry. I decided to refund everything I bought. Hope a manager will speak to her about her attitude soon.

The employee that I went up to ignore me about getting a dressing room and when I asked for the fourth time she gave me attitude about having to let me into one. She also left the sensor on my shirt and acted annoyed at me for going back and showing her. And when I left I could hear her on her personal phone talking about sex. I was very disgusted about the whole experience.

I recently bought a pair of black, Brandy Melville sunglasses from one of your stores about a week ago. As soon as I got home, I went to try them on again to see how they fit and they broke right in my hands. They just split right in half. I was shocked because I paid good money for them. I went to return the glasses, and the cashier at the store told me I was not able to get a refund because it was "my fault" the glasses broke, when in reality, the glasses were a piece of [censor] and broke as soon as i picked them up. I am very unhappy with your customer service, and most likely will not be returning again.

Its not as much as a complaint as it is a request for more sizes avalible in these vans, considering there has only been three sizes for the past few months. i was just wondering if yall could get a size 10 in womens in the Old Skool Pastel Lavender Shoes. Ive been looking everywhere for months and no one has my size. So if its not that much trouble i would GREATLY apprecitate it. thank you.

Had probably the worst experience at this store. After waiting a solid 10 minutes waiting for someone to help in shoes, while two employees stood probably 5 ft away just chatting to eachother, I proceeded to the checkout line to ask the checker for help. He directed me to the two girls chatting, and then came back and in a rude tone told me not to just stand there next time. To go get help. I couldn't believe how rude he was. You'd think he'd want to get a sale? Totally unacceptable. I am not your employee- how bout you tell your employee to acknowledge their customer, instead of chatting.

I walked in to my local pacsun tonight to exchange something 20 minutes before they closed. As I was looking a manager by the name of cedrick told me to buy what I needed and to get out they because they were closing. I proceeded to look at the clothes but was bothered by the sound of my name being said by the two managers emily and cedrick. I used to work at this pacsun until I was fired without notice, I came in one day and the manager becca told me to give her my card and that I don't work here anymore. I asked why and I got no response. So, emily and cedrick proceeded to talk about me being fired and such in the back room while I and my sister were the only ones in the store. I checked out and cedrick didn't ring my purchase and return through the computer he just gave it to me and told me to get out, being a previous employee I know this is incorrect and as they locked the door they continued to both talk about me and laugh at me. I feel very uncomfortable coming to this store because of how I and my family are treated by the management when we walk in. This store is disgusting and the management needs to be reevaluated or this store is going to go under. I and my friends/family will not go to this store because of how they treat customers. Worst pacsun I have ever been to or apart of I am very ashamed of this establishment.

I sat down and put my bag on the table I was sitting at at the Williwgrrove mall with my friend. I just go two graphic tee shirts. One was a soft yellow that had a rose on it, the other was a dark purple off the wall vans shirt. Then someone walked up to out table trying to sell something to us and as he was talking, he stole the two shirts from my bag and walked away. I spent $42 on them and I was so excited to wear them, but now I can't and they got stolen!

I was at the Gulfport Premier Outlet's Pacsun this afternoon. I received my total of $49.13 and paid with a $100 bill. While the cashier joked around with a fellow employee, I didn't pay much attention and took my bag and receipt. After leaving the store for maybe 5 minutes, I noticed that I was never given change. In fact, my receipt showed that I only paid $49.13. I called and while the manager wasn't entirely helpful, he did agree to check the register. Upon returning he saw that the register had an extra $50 and gave me the change without apology or explaining why my receipt showed that I paid such a lesser amount. When I said that I was owed $51 instead of the actual $50 I was handed, he became rude because "that is all that our register shows missing". I left the store, once again, without correct change or an apology. While the $1 is obviously not an issue, the fact alone that an incompetent cashier shorted me $51 because he was joking around with his coworker instead of paying attention to his job and little remorse was shown from any party in the store makes it difficult to ever want to return.

Two guys working. One is at the register on his phone. I need led to try something on so I go to the dressing room area expecting him to notice that I was standing there but he was pretty occupied on his phone so I asked if I could use the fitting room. He said nothing and walked me over to the dressing room. My girlfriend needed to hand me a different size and she stepped in for 1 second and the same guy who was on his phone slammed on the door (and I mean slammed) and said "only 1 per fitting room" and yelled it. Those were the only words to us the entire time. I am a retail general manager and I would never not greet a customer, ignore them by texting in front of customers standing behind the register, and I would not bang loudly on the door to yell at us. He could have simply said it nicely but instead startled us for her walking in for 2 seconds. We didn't buy anything because of this. This was at providence place mall at around 3:00pm on June 14, 2017. Neither employees had name tags on. One was blonde with a "man bun" shaved sides and back of his hair wearing a ridiculous outfit and he sounded like he was trying too hard saying "lit" often but that has nothing to do with the complaint. Just other observations of poor customer service and lack of constancy.

The manager at the pacsun in the Arundel Mills Mall is very rude to his employees. He talks down to them and over works them while he sits in the back and does nothing. I do not believe that his actions are appropriate and somebody should pay a visit to the store. I will keep writing complaints about this man until something is done about it. His name is Andrew.