Pier 1 Imports

I bought a platform bed from Pier 1 on 2/27/2020. The package arrived without instructions, so I contacted Pier 1 to send me the instructions to put the bed together. After chatting on the website of Pier1, they informed me that they did not have the instructions on file. I requested a refund and full coverage for the costs of delivery for the refund (3 packages weighing 70lbs each). They agreed and so I packed the items and UPS picked them up on 3/18/2020. I received notification from UPS that my packages were delivered to the sender on 3/23/2020. I have been waiting for a refund for the original amount that I paid for the platform bed, which is $418.07. Since the company has taken almost 3 months to issue my return, I am concerned that I will not receive the refund I deserve. During the past 3 months, I have been contacting Pier 1 via Chat and phone calls, but the wait times are exceedingly long; sometimes I am on hold for more than 1 hour only for the call to drop or the chat to end. This issue is not resolved and I do not know where else to go and what else to do. Now that they are going out of business, I am not sure when and/or if I will be receiving a refund for the item. It is evident that Pier 1 does not value their customers and I am very dissatisfied with this company and their customer service.

6/16/20 I tried to order items on the Pier 1 website and went to pay with my gift card and it would not accept it. I called the number listed on the website and they were closed. I called the # on the back of the Gift Card and at 8:06 pm, Homer answered and advised that the card was deactivated because I did not use it in 5 years. The gift card says no expiration date. He advised to call back in the morning to 1-***-***-*** customer relations and hit opt #5. He said if he took info he sends to customer relations and they will get back to me in 3-5 bus days and then they will reissue card which takes 7-10 bus days and by that time I will not be able to use the gift cards as we only have till July 2nd to use, ok I will call. 6/17/20 I called at least 5x 1-***-***-*** and tried opt #5, opt #2, opt#3 etc. It either hung up, said they were closed or gave message to call back Mon-Fri. (?) Today is Wednesday! I tried 1-***-***-***, same thing. So then I called back the number on the back of the Gift Card, 1-***-***-*** and spoke to ***e and said basically the same as Homer and to call the general Customer service number. I asked her to call and to stay on with me till someone answers as it doesn’t work for me. She did and found the same problem as I had. Nothing else she can do. I asked for her supervisor. Spoke to Blair, advd her of my problem. She advised to text Pier 1 at ***-***-***, which I did and got a message stating ‘we are unable to receive incoming text/SMS at this time etc.’ Then she said try calling 1-***-***-***0 and that number was giving her a busy tone, tried 5x then tried 1-***-***-*** busy tried 5x. I then spoke to her Manager, James and he said all the same as the previous people, nothing they can do except take my information and forward to Pier 1 but probably wont get gift card back in time to use. I have 3 gift cards totaling $75 + another one that is $50 dollars and I want to use all at once. He advised to try the online chat. I did and it said I was #*** in line. I waited over 20 minutes and when it was my turn it said chat unavailable. I tried again and waited another 20 minutes and said chat cancelled. Finally gave him my info and I will try calling again tomorrow. 6/18/20 I called again on all numbers and the same results. I also called one of the stores that are closed, ***-***-*** but *** answered and she and *** both said they cannot do anything for me. I would like to use my $125 dollars in the next few days on a lamp and table lamp which I hope are not out of stock by the time I get this resolved. If not resolved in time, I would like my $125 back. Thank you.

On 5/24/2020 we ordered two Chas Coffee Brown and tapestry armchairs (Item #***). We have made 12 attempts to get information on an estimated ship or delivery date but cannot get a response by phone or chat. We have waited on the phone for more 2 hrs with no response. We have attempted to use chat but the chat resets then drops after 30-40 minutes. If Pier 1 cannot fulfill the order we would like to know that so that we can cancel and move on. Otherwise we would like to know a delivery date.

I ordered 2 tables priced over $500 on May 24th and was notified my the items would be delivered in 5-7 days. My items still have not been shipped and the order status still reads as "Processing". I have called, emailed, and used the chat function countless times only to learn they don't work. EACH and every time I get disconnected before I am able to speak with a representative, I'm not even certain they have actual customer service reps! Feels all very fraudulent. Pier 1 debited my account the same day and I expect a full refund or my items delivered immediately!

I ordered the Modern Farmhouse Rustic Oak Console Table Item: *** from Pier 1 Online on May 3rd 2020. The item was shipped on 5/8/2020 via UPS. On May 10th 2020 I was notified that the order had arrived in Phoenix, AZ where I live. On May 11th 2020 I was notified that "Your package has been delayed due to events beyond our control. We're adjusting delivery plans as quickly as possible." On May 12th 2020 I was notified that there was a destination scan for Phoenix, AZ. I never received the package so I opened a claim on May 20th 2020 and UPS attempted to locate the package. On May 28th a claim was issued back to Pier 1 as UPS was not able to locate the package. IT is now June 17th and I have not received any communication from Pier 1 on where the package is or about any form of a refund. I have attempted to call Pier 1 multiple times, but I am never able to get through before the call is ended by the Pier 1 automated system. I have attempted to use the chat functionality on multiple occasions, but have never been able to get through to an agent or the chat functionality is offline. I have not been able to talk to a single person at Pier 1 to get my issue resolved. It doesn't surprise me that Pier 1 is going out of business if this is the type of customer service they provide.

On May 7th I placed an order on Pier1.com that has not been resolved yet. According to UPS tracking, the package was en route but UPS returned it saying it was damaged.

I've been trying to contact Pier1, but they've disconnected their phone switchboard, and if you try to use their online chat feature it drops off after making you wait in queue for 15 minutes. I even tried their SMS text feature, but that was disconnected also. I'm just trying to either get my money back ($89) or have the item delivered to me. It's been very frustrating that they're not allowing any customer service interaction.

I have placed an order on 05/26/20 for a total of $319.49. That is an "Artis Rattan Cabinet" (Item: ***). The order had to be delivered within a week, according to the website at the time the order was placed. I have been unable to reach the company via telephone but could contact the company multiple times via online chat, after waiting about 25-30 minutes each time. Yesterday, I drove to a Pier1 store to ask if I could pick up the merchandise there as they had it in stock and was told I could not. Today, 06/17/2020, I have tried again getting my order shipped only to be told another excuse. I was previously told that COVID-19 delayed this order. Then, that UPS had placed a sending limit on Pier1 due to unknown reasons. Finally, I was told that it would be delivered by 06/14/2020. Today's new excuse was that it would "probably" be shipped by next week. After not believing the company anymore, I asked for my order to be canceled - only to be told that due to a court order, my order cannot be canceled, and I can't be refunded. That means they have gotten my money, haven't delivered the merchandise, and refuse to refund me. I'm worried that this company will grab as much money as possible and wind down, leaving us, consumers, in prejudice. I have decided to purchase a similar item in another store.

Pier 1 customer service is a black hole. I ordered 4 outdoor dining chairs and a dining table on June 4th, order no. ***. I wanted assurances from the company that when the order is placed they “reserve” the merchandise for me and it isn’t part of what they are shipping to open stores for final sell-off. The store in Warwick, RI told me there were only 99 chairs left in the system across the U.S. I tried to get the store to cancel my order and order the chairs delivered to the store for my pickup so I would be assured I would receive them but the store was told by Pier 1 they could not cancel the order even though it hadn’t shipped. I designed my front porch around these items. I’m simply looking for assurances that Pier 1 will not sell off the items I ordered online and for some reasonable time frame for delivery to it’s delivery carrier for white glove service. Can you help? I have contacted the Ohio distribution center which doesn’t pick up or return calls and I have also contacted Ryder, it’s delivery service which has confirmed the items have not reached them yet. Thank you in advance.

Pier 1 announced a going out of business sale. As a long time customer, I placed an order on 5/23/20. Order #*** in the amount of $810.98, paid in full. I was informed delivery time would be 10-14 days. They are now telling consumers because of COVID-19, you cannot reach them and orders are taking longer. I have tried calling and emailing. They are not taking calls or emails and claim the only way to contact them is live chat. I have spent too much time for too many days on their live chat only to be disconnected when it states I am "next in the queue."
I originally put my business as the shipping address thinking it would arrive before I moved to my current home address. My initial reason to contact them was to change the shipping address. Now, I am so upset that I cannot reach them, cannot track my order, cannot get on live chat etc. I spent $810.98 and have nothing for it.

I placed and online order on May 11, 2020. Pier 1 divided the order into two shipments. One shipment was delivered but the 2nd part wasn't. As of today, June 16, 2020, I have still not received the second part of my order. It seems it was turned away at my door but I don't know if that is the case since that same day, I received part of my order. I have actually since moved but well after the attempted delivery of the second part.

I have attempted to contact Pier 1 numerous times per their site’s instructions. Their online chat includes a wait time of approximately 15 minutes before dropping and “canceling” the request to speak with a customer service representative. All available telephone numbers include a recorded message indicating the “telephone number is busy” that ultimately ends in a dropped call. I have called and sat online waiting for the chat dozens of times at this point.

Tracking of the order via Pier 1’s website continues to indicate the order is “in transit to sender”. It has been saying this since May 29th. The latest update was on June 5th saying it was out for delivery and then 15 minutes later, saying it was being returned to sender.

I have no idea what else to do. I emailed, I sit on hold waiting for a customer service rep for hours before ultimately being disconnected. I sent an email to the email address I found a week ago with no reply. I just want to speak with someone to figure this out. The order I am waiting on is the matching piece to a living room furniture set I ordered so I DO NOT want a refund. Just want to get my package and that's all.

I placed an online order on April 23, 2020 have not received one of the items in the order,
ORDER DATE
04/23/20
ORDER #
*** The last item is Peach scented diffuser oil refill. I have called and tried to live chat but was disconnected every time. If the item is no longer in stock I would expect a refund but have not been contacted at all.

I placed an order for 4 items and only received 2 of the 4 items. When I checked to see where my items were via their website it reflected as ALL my items had been delivered and that is untrue. I tried contacting the company numerous times to be hung up on and chats have been cancelled after waiting excessive periods of time for a customer service representative.

I purchased several items from Pier 1 on May 7th (online prior to notification about store closings). Some of the items were delivered in a timely manner (May 20th), but two of the items were returned to the sender by UPS (per tracking updates). As of June 16th, we have not received the items or a refund for these items. I have waited on an online chat for 20 minutes just to be told that no one was available. I have tried texting, and they said the number doesn’t work anymore. I have tried calling, and after waiting through menu options, I am disconnected. All the Pier 1 stores in my area have been closed so I cannot speak to anyone in person. We contacted UPS, and they said the items were returned to sender so we had to talk to them. I am at a loss as to how to recover my money for these items.

I placed an order on 4/22/2020 for a dining table. It is 6/16/2020 and I still have not received my dining table. I have tried calling and the live chat numerous times with no luck. I received an email on 6/1/2020 about a replacement processing claim. I called first thing at 6/2/202. Was on hold for an hour and finally got someone that told me it was not a replacement piece it was actually another part to my original order being sent to distribution center for delivery. They lady apologized for the wait and said it was due to the items being on back order. She then told me I should be receiving my dining table soon. I decided to call the distribution center today and was told they have only received 2 out of 4 items. Once all items are received I will be contacted to set up a delivery date and time. Tomorrow will be eight weeks since I purchased this item. Pier1 had no problem taking my money right away for this purchase...now I just want my dining table!

My order (***) was placed on 6/4/2020. When it arrived there was only one small item in a huge box. This made me believe that the large box was for all the other items I had purchased but they failed to deliver. I have been trying to reach them via phone since that is the only option. They have a recorded message saying that they are having online chat issues and the wait for a customer service rep is an hour long due to COVID reduced personnel. I have called as early as they opened (CST) and on weekends (they don't work weekends) to resolve this issue only to be on hold for several hours and then the phone call gets dropped for no apparent reason. Basically, Pier 1 had taken my money and I have no resolution to get it back. If there is a resolution to these customer issues, I'd like to know what it is.

Imy item was supposed to be recieved on 6/12 but still havent gotten it since it isnot clear what is going on maybe if has been lost I cant wait for along time and I couldnt reach to this company via phone numbers and chat so I need my money back with cancel the transaction

I tried contacting Pier 1 each day for the entire week. I tried the chat live but I get dropped after waiting until it was my turn. I tried calling but no one picks up. I bought a $1800 patio furniture, that has 3 pieces. They sent me 2 out of the 3 pieces that is correct. 3 weeks ago I was able to talk to a rep and they had given me a replacement order number and I was told I will get my replacement item in two weeks. It never got it and there's no way of reaching any customer service rep. The item is no on sale too! I know the company is going out of business, but they still need to call the customers back!

I ordered several items from Pier one online *** table top white glove 2 chairs one of the orders : below has remained in processing. I try to call and reach a recording that hangs up on me. Once I waited on line for two hours and was then cut off. The online chat doesn't work either. My money was taken but I have no merchandise from the order or answers. I have a need for a table and chairs in my new apartment! I ordered these items on May 25th ***
***
The other order placed 25 May 2020
Resulted in one delivery of my table support *** But no second package of 4 chairs has not been delivered. Nor have I received any information regarding the four chairs.
4 chairs no chairs . Please help?

My wife - A W, and I placed an order on May 22nd for a rug. The order number is *** for $259.51. We paid using two gift cards and our credit card. Since May 22nd our order has shown as processing. No information has been sent regarding additional information needed. We thought we could use our gift cards before Pier! closes but maybe this is a way you do not have to honor them? We have tried the chat function multiple times and when you finally get to the front of the queue it cancels and says there is no one available. We tried to sit on hold for 2 hours yesterday and then the call just dropped. So far today we are at 1:40 minutes. Twenty Five days with no updates, no delivery, nothing, just "processing". The rug shows available on your website as I type this.

I purchased my order; *** on 05-09-2020. Today 06-15-2020, I have contacted the business due to getting my remaining order of 9 lanterns.
I had purchased 15 lanterns for my wedding - I have received 3 packages. The first 2 delivered I had received 4 damaged lanterns. I had sent the photos to Facebook and Instagram as the calls/web chat/text message service would not work.
I utilized Instagram - and I had sent photos showing the damages of my first 2 packages.
They advised that they couldn't do anything until I received my remaining packages. I had asked if they could not fulfull my complete order along with replacements I would need to return my lanterns to them as I need an exact total for my wedding.
I was advised to wait.
I had received an email on June 5th that I should receive two additional packages for the 5 I was missing. The tracking stated I would receive it on the 11th, then changed to the 10th. Then went into the tracking again and it had no information and states that it was not delivered to the UPS store.
I contacted Pier 1 again on Instagram which is where I received the most help. I was advised that they were going to send a replacement for the 5 that may have gotten lost in shipping. Along 4 replacement lanterns to fulfill my complete order. So this would be a total of 9 lanterns they should be sending to me.
I was told that I should safely throw away the damaged lanterns and that I should receive a tracking for the replacements once it is shipped.
On 06-15-2020 it states on my order than the 9 total that I am missing, and the 4 that were to be damaged were cancelled from sending on my delivery.
I have sent messages on Instagram and no one is responding, contacted on the live chat- with photos stating they are no available agents.

These are the tracking numbers in reference;
*** - Delivered; 3 mailed (3 damaged)
*** - Delivered; 4 total mailed (1 damaged)
*** - Delivered (3 received-no damaged)
*** - No activity
*** - No activity
I had ordered a total of 15 and I have only received a total of 10 lanterns, and have 4 of the 10 damaged.
I am missing 5 lanterns
4 damaged needs to be replaced.