Comments on: PacSun Customer Services Goes From Horrible to Helpful in 24 Hours

By: Rex L

Rex L — Thu, 22 Jul 2010 23:35:48 +0000

Just went back to the location at the Tempe Marketplace in Arizona to return/exchange a shirt that did not fit. With receipt in hand, I expected no issues, however it seemed the staff had other ideas. It was a big deal to return the shirt for my money back and in addition I got smart remarks from the associates. I’m waiting to hear back from the DM to let he know about the garbage staff at that location.

By: Mares

Mares — Tue, 13 Apr 2010 20:39:00 +0000

I bought about 4 pairs of jeans a month ago at pacsun. I put on my favorite pair the other day and the seam ripped from the top of the zipper down to the knee cap. I couldn’t believe how terrible they had been made. I went to look for a customer service number and after much searching stumbled upon this site and left a message.

By: Former Mr. PacSun

Former Mr. PacSun — Sat, 06 Feb 2010 04:25:08 +0000

I also worked for PacSun, 5 years in store management. Every store i worked at had great customer service, great sales figures, and shrink right on or below target. However, this apparently wasn’t good enough. I know that my DM was told to “pick three managers and work them out of the business” and I was one of those unfortunate ones. I was treated worse and worse by the company and my superiors. Eventually, I sought out a different job and am finally at a company that values me and my set of skills. Just like Kristina R previously said, I too had a great love and loyalty for the company, but it was eroded at the end of my tenure and afterwards. And just as I thought, the manager they replaced me with has been inefficient, and let sales and customer satisfaction erode tremendously. I had several customers who followed me to my new job, because they know that I’ll treat them like gold. They have also expressed their displeasure with the service and state of my former store.

To Allison (above), you sound like you work there. It was common for people to come in with expired PacLoot and want to redeem them. I never flatly said no to this as making a sale was better than not making a sale. Management is entitled to make exceptions to pretty much any customer service issue, and I did on a regular basis to keep my customers happy and returning. I would just simply tell them that I’m making an exception for them this time, but they would need to try and come in during the redemption period. I mean, my regulars spent several hundred dollars to get those coupons. It would be horrible customer service to deny them the discount because they missed it by a couple of days or a week or two. I understand that policies are there for a reason, but if they complain to corporate, or your DM, and it’s not an unreasonable request, the customer will get what they want. Why not just go ahead and make them happy yourself, and spare the embarrasment of looking like a fool?

By: kristina r

kristina r — Tue, 26 Jan 2010 18:11:02 +0000

i worked on and off for pacsun for 6 years, and even though i was just a sales assoc.for 2 years and later made a assistant manager for 3 years , i treated my store like i was the store manager. for many years i gave my whole heart to that company, and well i have worked in retail my whole life and have been a very loyal and responsible employee. in Dec 08 my district manager quit after 8 years ( who i was acutally hired by) and after the new DM was put in charge he one by one fired all managers in the district, and promoted younger kids as the management in his district. He was very rude to me when i did nothing wrong, and the day he fired me was on my granfathers birthday who just passed away a week before that, and whom i was very close to. So it was hard enough to put on a smiling face, but i did a great job that day, not one person knew i was upset. Anyways, cut this story short. Here i am , i work for two wonderfull companies now, Best buy full time and starbucks partime, and i have gotten my W-2’s from both companies now, i am a busy girl, and dont have alot of time when im not at a job. so i thought maybe i could find a way that i can get my w-2 from pacsun corp, via nett, and of course i cant. i called the local store i used to work at, and the only sales assoc that is left ( who is now a manager) was there, and remebered me, said she hasnt gotten her’s either. And i know the law.. postdate by 31st, but that’s a crock of bull, all the other companies i work for sent out my w-2’s already, or i could print them off my e-payroll account. Pacsun is really going down hill. Not only that i have been in the Sarasota fl, store on and off since OCT 09- till present if i ever go to the mall, which is the store i was a manager at. The condition of that store is Horrible, and i mean it wasnt even busy in the mall the 2 hrs i was there. When i worked for the store, not one person came into that store without being greated and asked if they were looking for something particular.. I.E. letting them know of any sales and or pacloot. I have not been greated ONCE in the last 4 months i have been in there. i even tried a experiement with my boyfriend and walked around for 20 mins. Not even a hello. the clothes have been become cheap looking, and the dressing rooms were open and full of crap. Not only that, as far as i know there is a standard for how far from the ground clothes and fixtures are supposed to be, and all , and i mean ALL the sales clothes in the back were touching the floor. It really hits me hard, i mean deeply hurts me to see the store in that condition, b/c i worked so hard, with my team to get that store in perfect shape. All that work destroyed. I dont know what this new DM is telling his teams, or what he is not telling them, but he is doing a horrible job. I really hate complaining about this b/c i loved that place and truely believed in that company for many years, but i eventually just got trampled and thrown away. Pacsun needs to follow threw with checking on there DM’s to see if they are doing a good enough job. My boyfriend keeps telling me that he wants to call and complain, and i have been putting it off just b/c of how long i worked there, but enough is enough. Its horrible there now, all my old “regulars” have told me they stopped shopping there b/c of how rude, and unorganized it is there now. I’m going to call the number you provided as well to call and complain. Thank you cause i couldn’t find it online, and havent worked there since march 09 so i forgot the number myself. For all of the employees that work at pacsun, i hope they treat you better than they have treated me ( they wouldnt even pay me the vacation i was entitled to at the end of my termination). i would LOVE to see what the SHRINK report is going to be this year, and then iwould LOVE to rub it in the face of the DM that fired me , cause i am willing to bet 250 $ that its WORSE than the two previous years. There is no way with all the horrible customer service and the store being a mess like that, that kids and ORC;s have not hit that store bad… i guess we will see! CORP is deff getting a call from me, thank you for having this site!

By: Alison

Alison — Fri, 22 Jan 2010 02:11:24 +0000

1. If you didn’t have a receipt for your belt how do you expect them to give you a refund? They need to know how you paid in order to credit that back. If you did have a receipt then you were in the right because the return policy is worn (at managements descretion) or unworn clothing within 60 days (with a receipt) is refundable in the exact same form you paid with (excluding checks which are a little different).

2. The fitting room experience is just atrocious. You really should have asked to speak to a manager and complained. The employee would have most likely been written up AND learned not to do the same to another customer. I’m sorry for your experience though.

3. No one will remove a sensor without a receipt. It’s just plain stupid if anyone did. They are put there to DETER thieves, if you could bring sensored items back with no receipt then people would steal all the time to get money back that THEY NEVER PAID. Leason learned: hold on to your receipts!

4. All PacSun stores only get a certain number of each item. The reason people like to shop there is because of the UNIQUE clothing, hence a limited number of each style is available. It is unfortunate that they didn’t carry your size of the coat, however, you could have taken a store credit in the form of a gift card and used that to purchase your coat online (if available). We really have a huge selection online though and even if your size is completely sold out I’m sure it wouldn’t be hard for you to find a replacement.

5. Who accepts expired coupons despite how frequent of a customer you are? It has an expiration date for a reason. They keep inventory of the coupons handed out and received in those dates and use it to predict sales, traffic flow, purchases, and much more. Therefore accepting your EXPIRED coupon would affect all of the above. [expire: to come to an end; terminate, as a contract, guarantee, or offer.]

6. I’m so sorry your daughter had to deal with such awful service at the store in CA. I encourage you to get a hold of the Store Manager and ask to please speak to their District Manager. The manager who handled the return should be fired.

By: Suzie Harris

Suzie Harris — Thu, 31 Dec 2009 05:47:00 +0000

My daughter had a horrible experience today at Pac Sun in Bakersfield, CA. She tried to exchange a pair of pants, with a receipt, not worn. The manager argued with her and said that the pants had been worn and they would not take them or give her store credit. The manager then called my 16 year old daughter a liar and threw the pants across the counter at her. I am making a visit too the store tomorrow. I was looking for the DM # and found your your site. Thank you. It really stinks that my daughter only likes clothes from there.

By: Jessie Jones

Jessie Jones — Mon, 28 Dec 2009 23:31:48 +0000

Thank you so much. I also had a problem with the PacSun in Lubbock, Texas. My boyfriend bought me an $80 coat for Christmas and got the wrong size. He also had misplaced the receipt. Of course, the PacSun ran out of mediums and said they couldn’t order anymore. No number to call, no help, all they said was that I could exchange it. However, it was a gift and I wanted the one that was given to me. I called the stores in Midland, Odessa, Abilene, and Amarillo and none of them had any either. All I want is to get the SAME coat in a size medium. I dont want to get my money back or buy another coat. I really don’t think this should be that hard of an issue. So I called the number listed on this site and left a message. Hopefully I will hear something soon. Thanks again.

By: Kari Brown

Kari Brown — Sat, 19 Dec 2009 23:05:06 +0000

I tried to use a customer reward coupon issued by PACSUN because I am a frequent customer. I have tried using it several times over the last few months, but the item has never been available in my son’s size. We finally found the item in in his size today and when I went to purchase the item, I was told the coupon was expired. I was not aware there was an expiration date…it’s printed on the back of the coupon. I asked the store manager if he could override it since I have tried to redeem the coupon several times over the last few months, and since he is aware that I shop there often. He exclaimed “I am not going to lose my job over a tee shirt!” You would think I had asked him to slip a $100 jacket in my bag! I work for a major corporation, and my company gives us the authority to make decisions regarding customers whether they are frequent customers or one time customers. I was dismayed an adult manager would behave so hysterically over a coupon with a $20 value. I have left a message at the number you posted. I will let you know if the customer service is better beyond the local store level.

By: Jane Bode

Jane Bode — Tue, 08 Dec 2009 17:20:25 +0000

Thanks for the info.
I have been trying to purchase a belt to give my son for Christmas (he picked it out) since Nov 18th. I went to both stores in our area and the belt was “unavailable”. Their sales people didn’t offer any help at all, except to say “if it’s not out we don’t have it”. I had no other choice but to order online, not a good experience either. First their online ordering service wouldn’t accept my information, it took literally hours of trying, including chatting to one of their staff to get that resolved. When I finally got the belt they had sent the wrong one.
Another call to customer service resulted in the same wrong belt being sent to me again, so now I have 2.
Sadly, I had no choice but to call again, and this time was told that “it must be an error at the factory”. I was assured that it would be taken care of, and given a promise that I would receive an E mail from them within 48 hours, telling me that the problem had been resolved, and letting me know that the correct belt had shipped. That was 4 days ago and I am still waiting. If frustration were a tangible product, Pac Sun would be the top seller. I hope the number I got from you helps me get this settled, once and for all because If I never have to deal with Pac Sun again it will be too soon.

By: Roni Conner

Roni Conner — Thu, 03 Dec 2009 19:35:18 +0000

Same exact experience. I purchased a sweater at a store in Lubbock TX, (where i had arrived on a flight form Kentucky) the sales rep left the ink tag on the sweater, I did not realize until I reached my parents house in Clovis NM where they live. The store in clovis was unable to remove the tag and had no # for me to contact the corporate office. The next day I traveld 4 hours to Albuquerque NM where the 2 stores in this area where unable to remove the tag as well. I really loved the sweater and could not find anything worth swaping it for (Ialso had a limited amount of clothes with me, so I really did need to have it) I finally gave up and told my parents I would try to have them remove it in Lexington KY where I live, At this point I have been through 3 states and 4 stores where nobody could/Would help me. The store in Lexington finally had a similar sweater. It was however $10 more expensive- I told the manager I thought it would be fair to waive the $10 dollars- he did not agree and refused to help with any compensation or to help with finding a contact number for a corporate office. I went online, finally finding a number on this website and was subjected to at least 10 phone calls where I had to leave messages. Horrible customer service and a redicoulous trial by fire just to make a complaint.