Pier 1 Imports

I ordered a lamp online. It arrived missing parts so it is unusable. I have tried to contact customer service on chat and phone several times. They put you on hold for over an hour and then they cancel the chat or disconnect the call so I can't talk to anyone. I want to return the item and get a refund. Order number ***.
I paid a total of 171.19
I do not want to exchange, I want to return and get a refund. Thank you.

I am extremely upset with the lack of customer assistance and follow up from Pier 1. I placed an order for candles May 14 prior to the public becoming aware of the store closer. Since this became public knowledge this company has not shipped my merchandise nor responding to calls or emails INQUIRING ABOUT SHIPMENT. This is totally unacceptable and to blame the lack of response to customers on this pandemic is totally irresponsible and reckless behavior. I would like to be refunded or have my merchandise sent. I have already paid for the shipment..however it continues to say processing. I thank you in advance for looking into this concern with more depth. Best Regards

I placed an online order with Pier One on Tuesday, May 19th. On Wednesday, May 20th, I attempted to cancel my order, after procuring a superior product elsewhere. I have tries 3 phone numbers for Pier One. I have attempted to call these numbers over 3 dozen times since 5/20 - most of the time the call automatically disconnects. I've gotten through twice - once the automatic system disconnected me after placing me on hold for 41 minutes, and another time I gave up after sitting on hold for an hour and a half. I've tried twice to contact Pier One via their chat feature as well. Both times, after starting my wait as the 311th person in the queue, the system disconnected me once the countdown got to me being 4th in line - said "cancelled" and "no agent available". I've also sent 3 messages to Pier One via their Facebook page with no response other then the automated response they put up there (presumably to avoid serving their customers). I've NEVER had such difficulty reaching a business in my life - it's amazing that they used to be considered a reputable business. Their blatant disregard for customer service and their customers is truly shocking.

My order was placed online with Pier One on 4/5/20 totaling $328.29 on 4/13 I had received an email stating my order has been shipped. I checked the tracking # on 4/14 and had a schduled delivery date of 4/16. When I arrived home after work around 8:24p there was no package. Next morning 5/17 I check with my neighbors to see if they'd seen the delivery truck or any at my house their response was No. Same day I contacted USPS regarding my missed package and was instructed by the representative to contact the shipper. So far since 5/17 I've tried getting in contact with someone at Pier one with no luck. I've continuously called and get several different recording either stating for existing order press 1, after pressing 1 the call drops. Another one is, customer relations is now closed or I may receive a recording that states there is a 3hr wait which I would hold for as long as it will allow me to then call drops again. I've logged in to live chat and waited for over an hour several times just to continue to receive a msg stating unable to find an agent. This has been very stressful considering the amount of money spend on items never received and not being able to get in contact with anyone at Pier One...I just want my money back and will never do business with this company again.

I placed an online order on May 9th purchasing two patio umbrellas. On May 15th I logged into my account to see if there was any update on my order and it actually showed I had no existing orders, odd. I then placed an additional order for two umbrellas, two umbrella stands and two candles. I received notification that part of my order had shipped and logged on to see which items to be expecting, it was the two candles that had shipped. I then saw that my original order placed on May 9th was now existing. So I currently have two orders for patio umbrellas for a total of four, I only want two. I've been trying to call everyday (gives me an over 3 hour wait time), I've also tried doing the live chat every day and have waited for an hour at a time constantly refreshing my phone to get down to my turn and be told there are no live agents available. So basically I have no way of cancelling my second order and finding out when my May 9th order will finally ship. They've also cancelled the umbrella stands.

I had purchased 2 small chair from the store which I never ended up picking up. So the store sent me a cheque for $45.18. I did not cash the cheque immediately and when I went to deposit it, it was stale dated hence I could not. I have sent numerous emails to pier 1 with the copy of the cheque and I have been giving the run around. I was simply asking for replacement of the cheque but they are dragging their feet first claiming they’re were having issues receiving images then stating that it is up to the head IF they will issue me a new cheque. This is not a matter of IF but WHEN. I am extremely disappointed with their behaviour. All I want is for the company to just give me the money back which they did but the cheque was stale dated.

I ordered outdoor cushions totaling $289.00 on May 17th. On May 24th I received an email that the order will be delayed. Pier 1 is now going out of business. When I ordered there was no notice of going out of business and returns etc were guaranteed. I have tried to call both Pier 1's toll free number and non toll free number and there is a message that the party is busy try your call later. I am concerned that I will not receive my merchandise and when I do if it is not acceptable I will not be able to return it. I am not even certain that I will receive my order at all. Please help. Thank you.

I placed an order in April. A month later I received a notification that my order was sent back to the sender. However there was no refund. I have attempted to contact your one for about a month. Via phone and chat. I get kicked out of chat in the phone disconnects. This is poor business practice and I need a refund or communication about my items being sent back to me

Placed an order online on May 3. I received notice that the items were shipped, then a shipment notification saying it would arrive on May 14. The shipment did not arrive on May 14 and the next day they changed the estimated date of delivery to "still calculating, check back soon". I have tried to contact customer service several times. The number listed gives a busy signal and the chat line goes on for over 15 minutes telling you they are trying to find an agent and your number on the waiting list and right when you think is your turn to chat with someone it tells you no agent was found. I don't have a way to check if I will ever get the items purchased or my money back.

My daughter purchased an item from Pier One online PRIOR to bankruptcy and order indicated ability to return within 45 days. Her email is not working so we can’t access the order number. After numerous failed attempts to reach customer service by both phone and live chat to request a return label, I am seeking assistance in dealing with this company. The drapes I ordered are the wrong size and need to be returned with a prompt full refund.

I recently placed an order on 5/15/20 for 2 Swingasan swing chairs on Pier1.com. At checkout I was provided one delivery option...being In-Home Delivery at a cost of $169. At present COVID-19 prohibits Pier 1 employees from physically working in stores and COVID has enforced many precautionary measures including social distancing. It is totally unethical and unreasonable to charge $169 for In-Home delivery when most states don’t allow consumers in stores, restaurants, etc. So how is it appropriate to charge excessive delivery fees including In-Home delivery in these times. I paid $169 In-Home delivery which includes assembly. However, I have a choice to refuse In-Home delivery due to COVID concerns but was not provided the option at checkout...to choose another delivery method. Not to mention these chairs came fully assembled negating the necessity for anyone to put them together. I would like to formally request a refund of the delivery fee.

I ordered online and was having it shipped to my daughters home. She has not received the online shipment - part of the order was to be shipped to her home, the other part she was to pick up at the store near her. The store she was supposed to pick it up at is closed. I’ve tried to get ahold of customer service multiple times, but it disconnects - you can’t get through. However, they have charged my Pier One card for the items.

I ordered something in JANUARY! Was told to pick my item up in stores. When I went in person part of my order wasn’t available so I waited. After probably 40+ hours of being on hold via chat and phone I haven’t gotten a hold of anyone and this was before covid. Absolutely unacceptable. You have chat and phone options but never actually connect people to a representative!!

I order a 2 sets of outdoor chairs from the Pier 1 website on 5/7/20. Two days later (Saturday) they went on sale however due to COVID 19 customer service is not available on the weekends. I decided to place a second order to ensure I got the best price. On 5/11/20 I attempted to call customer service and after being on hold for over 4 hours I was disconnected without speaking to a representative. After three days of attempting to call and use their online chat function I finally was connected to a representative through the chat. During the three days I was trying to get through the original set was shipped.

I explained the situation and asked if they could honor the sale price on the original order and cancel the second order so I would not need to pay for return shipping ($87.50). I was told that in order to get the better price I would need to return the first order and wait for the second which I did.

Now I received an email on 5/26/20 cancelling the second order. I am left with nothing and as per the legal jargon on their website (full text copied below), which is not listed on the order page, I have no recourse because "Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of an offer from us. Pier 1 Imports reserves the right at any time after receipt of your order to accept or decline your order for any reason".

Order Acceptance Policy. Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of an offer from us. Pier 1 Imports reserves the right at any time after receipt of your order to accept or decline your order for any reason. Pier 1 Imports further reserves the right any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. Your order will be deemed accepted by Pier 1 Imports upon our delivery of products or services that you have ordered. We may require additional verifications or information before accepting any order. Notwithstanding the foregoing, you agree that, if we cancel all or a portion of your order or if we provide you less than the quantity you ordered, your sole and exclusive remedy is either that: (a) we will issue a credit to your credit card account in the amount charged for the cancelled portion or the quantity not provided (if your credit card has already been charged for the order); or (b) we will not charge your credit card for the cancelled portion of the order or the quantity not provided. Do not assume that a cancellation or change of an order you have placed with Pier 1 Imports has been effected until you receive a confirmation from Pier 1 Imports via email or the Site. As stated above, you will be responsible for, and your credit card or third-party payment account may be charged for, the payment of all fees associated with orders already processed or shipped before your cancellation/change request or a request to terminate your credit card account was received.

I placed an online order on April 9. When I click on my order status one place it says my order shipped, another place it says it's ready for pick up. I have called Pier 1 every day for the past month (seriously every day). I even tried the online help and waited 30 minutes for an agent, and when it was finally my turn it said no agents were available.
All the stores are temporarily closed, and their phone message says they are still taking online orders.

I ordered four dining chairs on April 11. I received them a few weeks later. I need to return three of these chairs. I do not have instructions for how to return them other than the option of taking them to my local Pier 1 store. My local Pier 1 store closed, along with many others. The chairs will not fit in my car so I cannot drive them to the nearest store, which is an hour and a half away. I need to return these, so I called Pier 1 but I consistently get a busy signal. I have attempted calling them for three weeks, and get nothing but a busy signal. They have disconnected the ability to email, so that's not an option. Their "chat" feature has a queue that says I am number 247 in the queue with a wait time of over 17 hours. Not an option. I finally was able to get through this morning to a recording listing several options including "if you are calling about an existing order, press 1". I press "1" only to be immediately disconnected. I have tried repeatedly and IF I ever get through, I have tried every single option they list, only to be disconnected. This is inexcusable. I realize this company is in the middle of bankruptcy proceedings, but they need to respond to their customers. I need to send the chairs back and I need a shipping label or an address. That is all I need. Please help me. These chairs were charged on my Pier 1 credit card, and I have made a payment on that. I keep my card current and I do not wish to have a balance on it, incurring interest charges. I need to return the chairs to clear that account. I do not want to make another payment. Please get me the return address information, and I will not ask for anything else. I have been a Pier 1 customer for 30 years, and I love this company, but I am appalled at the way they are treating customers during this time. Please help. Thank you.

I ordered a 5 piece outdoor sofa set on 5/10 online with Pier 1. The delivery date was 5/19. On 5/19 one piece of the five arrived. I called customer service, and tried to get into their chat room service. I was next up 4 times for chat room after waiting 20 minutes each. Every time I got to be the person to chat it went to "agent not available." I sat on hold for two hours. Finally getting ahold of someone, she told me other pieces may be on their way but there was no other tracking numbers. She said call back if I do not recieve in the next day. It is now 5/26 and no other pieces have arrived. Again, I got on the chat line and got to the front of the line for it to tell me there is no agents available. When I call the customer service line I get a busy signal. I have gotten through twice in the past two hours, but once it tells me to hit a button to talk to someone, it immediately hangs up on me.

Not able to contact anyone about pending order.

I am inquiring about Order# ***. My order included two lamps. One of the lamps was delivered on Monday, May 18, but the other one has not been delivered yet. My account has been charged for both lamps and my order status says that the order has been delivered. Are you able to tell me where my other lamp is? Also, if I am not receiving the other lamp, then the lamp I did receive does me no good so I do not want it either and am willing to return it. Please advise me on how to handle this issue. Thank you for your assistance.
I love the lamp I did receive so would really just like the rest of my order.

I ordered 4 glass and wooden lanterns, of the 4 lanterns 3 were delivered today totally destroyed and the 4th never arrived. No indication was given that this product was being shipped separately or was not in stock. Slivers of glass were actually falling out of the unopened individual boxes. I did not even attempt to open the boxes, because clearly you can hear that nothing was intact. The large box the 3 items were delivered in looked like it had been through the ringer and the 3 smaller boxes have gashes. I took several photos of all 4 boxes. The delivery box had no bubble wrap whatsoever and had no indication of a fragile items located inside the box. The little boxes clearly had fragile written on them but were inside the larger box. Both the customer crs are not working and that chat makes you wait for like twenty minutes and then says no one is available to take your call and disconnects you.(yes I fell for this several times before I realized no one was going to answer) I purchased the items with a gift card and a credit card which I have since thrown away. I have been a loyal customer to pier one for years and am sad that they are going out of business, but this is no way treat their longstanding customers.