Pier 1 Imports

Hi- I ordered from Pier1 almost 4 weeks ago. After waiting the 2 weeks they said it would take to process and ship because of COVID-19, I tried to contact them repeatedly about the status of my order. Their phone lines, chat services, and text are all unresponsive, and at this point I feel like I've wasted both money and time on a company that does not respect customers.

Order #***
Supposed to receive 2 boxes I only received 1. Dinner bowls and salad
Plates were not received.
Also. On the order form and when I ordered on line it says”buy 4 get 2 free on everything I ordered. I ordered 6 so I can have 2 free but only revived 6. That’s dinner plate, salad plates,wine glasses(stemless and steamed)
For 3 months I tried to call and chat but they never answer. I went into a store in Florida and they said they couldn’t help me. If they can’t send me the rest of my order I want a full refund.

On May 30th I ordered a 9 piece set of dining furniture - for $2,900+. Order # ***. I paid for White Glove Service to ensure 2 week set up and delivery. My order has been in "Processing" since the 30th. I received an email on 6 /6/20 that due to COVID-19 my shipment might be altered or delayed. I have tried calling customer service to find out what might be altered and put on hold for upwards of 2 hours and then disconnected. The same happens with the online "Live" Chat and any other form of Customer Service.
I'm trying to find out after three weeks if my shipment will ever come but no one can tell me. This is horrific customer service.

I ordered 10 items (5 of one type of cushion and 5 of another type) on May 20th. Only just received 5 of the items today on June 15. It was sent in 2 shipments. When I looked at the tracking info, the fact that it was 2 shipments made me think that there was 1 shipment for each type of cushion. I was wrong. 5 cushions came in 2 shipments. There is no indication that they are shipping the other 5 (larger part of the order) cushions. I’ve tried contacting customer service, which just hangs up on you and/or places you on hold for 3 hours.

I made an online purchase on May 21st, 2020. I had a sizable gift card to pier one, and wanted to use it before the going out of business was finalized. I ordered two items, one of which was a multiple purchase of 8 curtains.
I received a shipment of the one single item on May 27th. On May 28th I received a notice that the other item was shipping. On June, 1st I received a box with only 2 of the 8 curtains. There was a packing slip that said the shipment was to be sent in two boxes. I only had one tracking number. UPS says the tracking number was only for one box. Pier One lists the order as complete. However, I have been trying to get a hold of them unsuccessfully for the last two weeks. Phone and Chat are not reachable.

Concerning Order # ***. Delivery service called prior to delivery to setup delivery time and date. During the conversation I was informed the delivery team would only deliver to my front door. I paid $169.00 just for white glove service which was the only option when I placed the order. I was told by the delivery service I would have to contact Pier one for the refund. I have tried and tried to get ahold of someone to no avail. Chat drops after 15 minutes of waiting and the phone numbers just disconnect. This order was placed before the going out of business announcement and I understand the circumstances in which we all are facing but I just want a refund of $169.00. That’s a lot of money for service not rendered.

Order *** partially delivered 6/15/2020, SKU *** Swingasan was missing completely, SKUs *** mocha stand and ***2 mocha stand were both unpackaged and severely scratched up, so I refused them on delivery. Also, SKU *** was missing the plastic foot piece. So the sectional doesn't sit flat and the metal leg is on the bricks. I've attempted to contact Pier 1 multiple times today through phone and chat. Neither are working.

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.

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 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?

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 placed my order on 05/10/20 and on 05/28/20 UPS tracking reported my package was damaged and retured to sender. I have not recieved a replacement or refund. I have tried for 3 weeks to reach Pier 1 using the contact info on there page. The chat disconnects after about 45mins and says noone is available. Calling is hit or miss. Sometimes it says it is busy and other times it will put you on hold only to disconnect you after 3 hours because no one is available. I have also tried text and messager with no luck. I do not no what to do. Please help.

I placed an order with Pier 1 approximately 4 weeks ago online. My online order status has said "processing" ever since. The website says I should have gotten my order in two weeks. Their email and online chat features are disabled. I have called Customer Service multiple times only to wait on hold for over and hour and be disconnected before anyone comes on the line. I have even tried calling their stores now that they are open, but they have a recorded message and will not let you speak with an associate.

I placed an order on 03/28/2020 and i'd like to return items in this order. I have not been able to get in touch with Pier 1 through Phone, chat, text. I tried several time. I'd appreciate if you could e-mail a return label for the following items:
Item # *** - Pink faux cherry blossom branch - Qty 1
Item # *** - Faux purple hydrangea mini stem - Qty 3
Item # *** - Faux white Dogwood stem with pearl accent - Qty 2
Item # *** - Faux coral dogwood stem with pearl accent - Qty 2
Item # ***1 - Faux coral wild wax flower spray - Qty 2
Item # *** - Faux wild wax flower Ivory spray - Qty 2
Item # *** - Faux white berries & leave stem - Qty
Item # *** - Flamingo Metal garden decor - Qty 1

I bought online two pieces of wall décor on May 23, 2020, for $171.48. I received emailed confirmation of my order *** right away, and the money was deducted from my bank account on the same day. However, as of today (6/12/20), the items have not delivered to my home address and the online order is still reported as “processing”. I have unsuccessfully attempted to reach Pier 1 customer service numerous times following website instructions. They do not have a customer service phone number or email. Their only means of contact is an online chat which reports “waiting times” of 16-14 minutes and automatically cancels and drops connection before you get to communicate with a customer service representative. All Pier 1 stores in my state are closed and I have no place to go to check on the status of my order or file a complaint. This is so frustrating! Pier 1 was one of my favorite stores, and I was very sad to hear they were going out of business. I decided to purchase these items at the last minute also to show my support and appreciation for the brand and what it had represented for years, and I feel so disappointed now! I’d like to get my items delivered or get a refund ASAP. Thank you.

1. I placed an order in April, 2020 for a quilt, pillow shams and toss pillows.
2. While the shams and pillows have arrived, the quilt has not.
3. The Pier 1 web site indicates the quilt has been delivered. Again, it has not arrived.
4. Only one packing slip was included with the shams delivery noting "Your order has shipped in more than one box."
5. I have attempted many times to use the online chat feature for help; however, once I stay in the electronic queue and progress to number 1 in line, the feature immediately says my attempt is being canceled and no agent is available.
6. I have waited on the phone for over one hour for customer service, only to be disconnected.
7. I have called an alternate customer service number. The recording indicates no one can take my call since the time and day are outside of normal business hours. This is not correct. I have called during the business hours shown on the web site.
8. What I want: the quilt to be shipped or my credit card fully refunded for the order.
9. Order number is:

I placed an order on Pier Ones website May 24..over three weeks ago but have not received it nor any information on it other than it is processing. The website says orders are taking 2 weeks to ship. I have tried repeatedly for over a week to reach customer service by phone and chat but no one is available.

I placed an order on May 30th. (Order #: ***). One item was unavailable when it came time for shipping and I was not charged for it. Everything else shipped on June 4th. Instead of receiving Item #: 4132895 (Set of 2 LED Votive Candles for $34.99) I received a very large pillar LED candle. I have attempted to call the Customer service number several times and have waited over 2 hours each time only to be disconnected. I have tried to chat online at least 7 times and have waited over 20 minutes each time only to get an error message when I was next in the queue. I have sent 3 Facebook messages. I still can't get through to an agent. I am just looking to get a refund for the item that arrived incorrectly, but I cannot get in contact with anyone.

This complaint involves the Springfield IL Pier 1 store and the manger named ***. I waited 45 minutes in line for the opening of our local Pier 1 store. Once inside, I wanted to purchase a headboard. The headboard was stickered at $267.00 The manager (***) stated this price could not be honored because they forgot to remove that tag and said "Corporate sets the prices, not us". Typically if something is missed tagged, the consumer still gets it for the price, but I digress. I moved on to purchase a different headboard and asked once I paid for the item, how long they could hold it. *** said they could not hold it. I stated it would have been nice to have this posted outside so that I would not have waited in line for 45 minutes for something I could not take with me at that moment, but needed 2 hours to get transportation. As I phoned someone to arrange pick plans for the headboard and proceeded to check out with the cashier, I was trying to use a $25 gift card that does not have a PIN, along with several other gift cards from my wedding. The cashier said they could transfer it over to another gift card and apply it, but would have to call customer service. At this point, *** rudely inserted herself into the conversation and said they would not call customer service or apply it to another gift card. She began backing out my entire transaction of gift cards. I told her that I had already called customer service and they told me the balance on the card. I understand they cannot take my word for it, but for her to refuse to call customer service and tell me to come back when the store is less busy, is not acceptable. I told her I would just purchase the headboard and cover the difference. She handed slid the gift card without the PIN to my side of the register and said she was giving it back so that I could call customer service. I repeated to her that I had already called them and then set the gift card on her side of the cash register. She slid it back again to my side and said she would not be calling customer service. I tossed the gift card to her side of the register and stated again that I already called customer service and stated if she needed the balance verified, she needed to be the one to call. She then stated "you are about 3 seconds from being removed from this store because you just threw a gift card at me." I did not throw it, I gently tossed back to her side and it did not hit her, it landed by the receipt machine. I absolutely do not understand why I would call customer service AGAIN, as I was already told by them that it had a $25 balance. As she was reapplying the gift cards to the transaction, she did NOT apply one of the $25 gift cards I had previously given the cashier (cashier NOT ***). She argued with me about this to an unreasonable amount and refused to look into the trash can or whatever receptacle the cashier had dropped them into. I am 100% positive that I had another $25 gift card because I had them all written out on a piece of paper. I did this while I was waiting outside in line, I checked the balance on all of the cards (*** the manager tried stating I was counting the one with the PIN, which I was NOT because you CANNOT check a balance online without a PIN.). Additionally, I know I had a total of $325.09 in gift cards and knew minus the $25 gift card without a PIN, that I would then have $300. She told me I owed $32.20 on a $307.29 purchase, so this shows that it was an extra $25 out of pocket I was being forced to pay and thus shorted. Additionally, I know I had 10 gift cards in total. I handed the cashier all of them as I was using them. I got 1 card back (the one without the PIN) and then on the receipt only 8 were used. This should have been 9. Additionally, I had all of my gift cards and amounts written down at home and my home records showed an additional $25 gift card. *** was extremely unprofessional, rude, spoke extremely condescendingly to me stating "I don't know what part of this you don't understand" several times, and also stated "You are a terrible person" because I was standing my ground and there was a line behind me. I have NEVER been spoken to like this in my life. Her overall demeanor was appalling. I know these employees are out of jobs and will not face consequences for how they are now treating customers, but this was beyond unacceptable. They blatantly kept a $25 gift card of mine. Also, there is NO expiration date on the other gift card that does not have a PIN. I would like this transferred to a usable gift card, or some other solution. If customer service was able to tell me that it has a $25 balance on it, then there needs to be a way that I can actually USE that $25. Thank you for taking the time to assist with my complaint. I have never had to file one of these before. I hope my explanation makes sense - there are 2 gift cards involved. One without a PIN and the one that Pier 1 kept and did not apply to my purchase. I have tried numerous times this afternoon from 1:35pm on, to reach any of the Pier 1 numbers and they all state that their customer service is closed for the day.

I made an order on 5/14/2020, prior to the store announcing it's closing. I have not received my order and it has not been shipped as of today 6/11/2020, 4 weeks later. When I have attempted to email, I get a response that they are not able to respond. When I try using the text message feature to ask, I get a reply that this service is not available and it should be functional soon. I have tried to call, waiting over 45minutes to speak to a representative. In addition, their website states a chat feature that is unavailable. I have been extremely patient due to the delays with covid, but for 4 weeks and not have my order shipped is excessive, the 1 item would be in a box that would need to be pulled off a shelf for shipping. Order number is ***.