Pier 1 Imports Reviews (%countItem)
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Pier 1 Imports Rating
Description: VARIETY STORES
Address: 100 Pier 1 Pl, Fort Worth, Texas, United States, 76102-2600
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+1 (817) 252-7861 |
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www.pierone.com
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I placed orders on line the latter part of March. The items received arrived broken. I have been trying to get in touch with Pier 1 to return these items to no avail. I have called customer service and been on hold for 2 hours. At the end of the 2 hours someone hung up the phone. I have tried Chat 2 times. Each time I was told there were 417 people and 397 people ahead of me. When the number reached 1, the message was "no one is available at this time, try later". This is very frustrating and I am losing patience
We have assisted our customer.
Complaint: ***
I am rejecting this response because:I am rejecting the business response . I received a phone call from a representative at Pier 1 yesterday. I was told that my account had been credited for $62.41, which was the amount of the order which arrived damaged. I was further instructed to just discard the items, since they were seasonal and it was easier to do that than take a return. I just checked my credit card and no credit has shown up. I told the rep. that my Pier 1 credit card payment was due for the amount of the credit and I did not want to have to pay it. She assured me my account had been credited and no further action was needed. I would like to see the credit to my account ASAP.
Regards
Our customer has been assisted.
I ordered six dining chairs on May 4, 2020, for $741.90, and still have no chairs. This order is still in a "processing" status and I cannot get any help to discuss this order. When I purchased the chairs I believed them to be delivered in a timely fashion; however, I have since moved out-of-state. About one week ago I waited to online chat with a representative for about an hour and was then informed that the chat was unavailable. I then called and waited for about an hour to speak with someone on the phone. During this conversation I expressed my concern that I would be moving soon and was worried that the chairs would arrive at my old address without me there. The representative stated that there was nothing she could do and I would have to speak with UPS to change the delivery address once the chairs were shipped. Now, one week later, we've moved, have no chairs to sit in, and absolutely no help! I called Pier 1 this morning to not even get the phone to pick up, but a "busy" message on my iPhone. I am helpless at this point. I even attempted to reorder the chairs and they are sold out. All that I want is someone from Pier 1 to help with this very large and expensive order. And to have a chair to sit in...
Greetings, We have reached out to the customer and working to find a resolution. Thank you, Pier 1 Imports
Complaint: ***
I am rejecting this response because:BACKGROUND: On May 4th I ordered six new dining chairs to my old address in MD; I paid $750.00 for the chairs and their delivery. Due to a prolonged delivery time and an upcoming move to NC, I attempted to contact Pier 1 to ensure the delivery address was changed. I could not reach a representative at Pier 1 through phone (hold times of at least three hours) or through chat (which never connected me successfully). I became quite frustrated and thus submitted a complaint to Revdex.com about my frustration with the impossibility of reaching Pier 1 and my complaint was subsequently acknowledged by a Pier 1 representative very quickly of whom I was able to stay in contact through email. After much time, effort, and ongoing frustration, I eventually received five of the six chairs by the beginning of June, through separate deliveries. Receipt of these five chairs involved significant and tiring communication back-and-forth with Pier 1 email and phone calls to UPS. CURRENT COMPLAINT: Unfortunately, I have not received the sixth chair that I purchased, that was bought as a match to the other five chairs. According to the UPS website, the sixth chair was "In Transit" from June 4 until I called UPS about five days later. UPS said the chair was lost and I filed a claim with the instruction that the shipper (Pier 1) were required to reach out to me for resolution. Pier 1 never contacted me and they were again unreachable. I finally reached a Pier 1 associate, ***, after two hours on hold. The associate looked over my information and then emphatically told me that the chair would be delivered the next day. I knew this statement was untrue as UPS had confirmed the chair loss and in fact the UPS website stated that the chair was being shipped back to the SHIPPER in MD. I relayed my concern to *** on the phone and how I was seriously skeptical about the supposed delivery to me the next day. Due to my concern she emailed me to provide me with a point of contact if the chair did not arrive. Of course, as expected, the chair did not arrive the next day. The UPS website said that the chair was still in MD and was not delivered because no one was present to sign for it at a business location called ***. I relayed this information to *** through email and she nonchalantly replied that no one at my home was present to sign for the chair. We were home all day. My RING camera showed no delivery as well. In addition, none of the other chairs required a signature when they were delivered. I replied to *** and told her this information and received a return message that we were not home and there was a delivery attempt. I then emailed her back and asked for a supervisor's help and that I would have to report to the Revdex.com again and that I wanted resolve and not false information. Three days later *** called me. She was extremely unpleasant and borderline rude and did not apologize. Unfortunately the chair is no longer available online and not in any store around me. She told me that I could either receive a refund for the chair or that she could send me return labels to ship the five chairs back. I asked if she could try to locate the chair at another Pier 1, but she refused. I never was connected to a supervisor despite my request. The chair is available to be shipped at other zip codes, but not in my zip code. All that I want is the chair to match the other chairs that I so carefully chose back in May for my new house. This process has been so painfully tiring and frustrating. I want the chair located and shipped to me and a supervisor to become aware and to contact me by phone and NOT by email again. I want the chair, that I paid for on May 4th, located and shipped to me. I want a supervisor to contact me to discuss this and to locate another chair, as they ARE AVAILABLE in other zip codes.
Regards
Greetings, We have reached out to the customer and advised that the item is no longer available for purchase. She has been refunded for the item missing from her order. Thank you, Pier 1 Imports
I placed an online order for a light fixture that was delivered to my house, but it isn’t the right size for the space so it won’t work. Pier One’s website gives no instructions for how to return via mail, and all stores are closed. It states on the website you just call Pier One customer service to arrange for a return. Weird, but ok. So I call, and I call, and I call, and I wait on hold, and wait and wait and wait and wait. Oh, I have children and a full time job by the way. Between my husband and myself we’ve spent hours upon hours trying to reach someone, only to be hung up on after extremely long hold times. Of course there’s no email link so I can’t email for help, and the online chat queue (as MULTIPLE other customers have explained) says you’re # 300 in queue so I wait and wait and wait (seeing a common theme here?) only to be told to try again another time. This is absolute crap and it’s unacceptable. You cannot continue online business if your consumers have no ability to contact anyone other than the Revdex.com to get a reply/assistance. This is shady and pathetic. Shame on Pier One.
We have assisted our customer.
I ordered a mosaic patio set for 220 dollars. They have already charged my bank and taken the funds. I ordered may 2nd and still have yet to receive it. During a time like this where funds are very limited in America,I would hope that when I order something I'd actually receive it. I understand we are going through an epidemic but it's not ok to take a person's money, send them an email stating that the order has been delayed and you have no idea when you'll receive it!!!! It's absolutely ridiculous!!!! I've called customer service they are non existent, I've done an SMS chat, nobody answers or they answer and drop your message. I've even done a Facebook messenger and someone answered and said "let me check on your order" I waited for a response and the agent disappeared! What kind of business is this? Please just deliver my items pier one. You took money out of my bank give me my items that I work hard for!!!
We have attempted to contact our customer.
Complaint: ***
I am rejecting this response because: your company has charged my card another 200 dollars for the 1 order that I made,why did you do that. You charged my card again at 1 in the morning and I still haven't received my order. It is supposed to be here Tuesday. Please refund my order back since you charged me now 443 dollars for a 221 dollar item!!!!
Regards
Greetings, We have reached out to the customer and waiting for their response. Thank you, Pier 1 Imports
Pier 1 says they are there to help during covid. REALLY????? They had me return a severely damaged chest of drawers, no leniency as being able to return when the stores open or with possibly just pictures because the item weighs over 125 pounds. NO! You have to return ship it, which I did and STILL NO REFUND! This was charged on my pier 1 card. Now they also have the merchandise.
I guess it will take a class action suit!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
From Pier 1:
We have replied to our customer via email and a refund has been issued as requested for her return.
***Pier 1
I ordered two items on May 2, 2020. I did not realize that Pier One was in financial trouble. I am a rewards member. I want to know when and infact will the just be taking my money or am I going to receive the two items. I have called on multiple todays. Today I tried option 1 - about a product and then get a hangup. called again and rang busy on 4 attempts. changed phones. tried option 6 and hang up. called back and got busy signal. tried a land line same thing called - used option 2 hang up and called back and busy. Can't reach anyone on line or on the phone. I want the products and if not I need to look elsewhere and want my money credit. so not okay with PierOne - they should stop selling product and close shop if they can't be responsive. we are paying for someone.
We have contacted our customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I did receive an email regarding Pier 1 and two hours after I wrote up all of the issues I received notification I would receive one of the two items on the 20th. Today, my account showed the order number where it previously showed on Pier 1 when logged in that I did not have an order. today it shows the second item is pending. I will believe it is resolved when I see that the second item will be sent with a tracking number. I do want to thank Revdex.com for helping Pier 1 respond. I also sent an email to customer service at Pier 1 that send me an email about trying three phones, connecting once on each, being disconnect and then each rang busy and than when I received that confirmation the one items would be sent by the 26th that I could text or call. I tried texting and the response was that said can't receive texts at this time. since May 2 there had been no way to reach Pier 1.
I do believe efforts are being made to get the first order out and will hopefully hear in next 24 hrs the other item is being shipped. Then I am willing to close after I know the second item will be shipped.
Regards
Received dishes ordered on April 21. Not the same set as in the order picture and description. One dinner plate chipped. Would like to discuss replacement of broken plate and correction of set. Have made daily attempts waiting for hours to reach someone via chat to only get kicked out when I am next in-line. Have waited on hold via phone several times when not immediately hung up on - only to be hung up on after what was at a minimum a four hour hold time. Order #: ***. Received Coupe bowls instead of rimmed soup bowls in sets. Also one rimmed plate is damaged. Would just like replacement pieces sent. Most particularly the dinner plate.
Greetings,
We were able to resolve the concern by placing a new order.
Thank you,
Pier 1 Imports
Complaint: ***
I am rejecting this response because: I spoke with *** yesterday(5/19) and thought the matter was resolved as she offered to send a separate set of the correct bowls to fulfill the original order mistake as well as send a replacement of the place settings to resolve the damaged plate. However, upon looking this morning per the included attachments both resolutions orders have been cancelled. In addition, I received a blank email with only the subject of: Important Information about your Pier 1 order. I tried all customer service channels and cannot reach anyone at this time.
Regards
From Pier 1:
We have reached back out to the customer and issued a refund.
I ordered a rug online on 4/30/20 and I need to get in touch with Pier 1 about a refund for item not received. Their phone states that they are having phone and chat issues, and it has been over 2 weeks. Also, their chat option has you wait in que and then when it is your turn, cuts you off. If you can get thru to the phone line it is a 3-4 hour wait. I waited that long once and it cut me of
! I need my money back asap and Pier 1 is not making it possible to reach them. Their brick and mortar stores are closed! I know there is a Covid Crisis, but they are not holding up their end of the bargain in making customers accessible to their online or phone line help.
From Pier 1:
We're so sorry our customer had difficulty in contacting us. We see that she spoke with an associate today and her order was refunded.
Sincerely,
***Customer Relations SupervisorPier 1
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I placed an order with Pier One for 4 Bradding dining chairs in Stonewash. I received them this week. One was broken in the box, the other three are great. When I went to their website to look up my order and ask for a replacement, my order was gone. I still have the email order confirmation, but even trying to look up the order by searching that didn't locate my order. I tried calling and the call hangs up after I press a selection to speak to someone about an order and the webchat times out as well. I just want a replacement chair, but feel like I've hit a dead end. Order # ***.
We have assisted our customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Deceptive internet store practice. Website stated they had a 25% off sale and a buy 4 get 2 free. Placed items in the cart and it appeared the have worked fine. When the order was delivered two of the items were broken and 4 were missing. Called for a week straight will hold times of 3 hours multiple time the system hung up before I was connected and also tried to chat but with the same result disconnected before I reached a person. When I explained the problem they dismissed it and said you got the promotion that you were supposed to get. They they are sorry that I missunderstood the website. I sent them pictures of the transaction online and they still stuck to their position. It was clear proof. They offered to replace the broken items but not the promotional free items. I asked for a return label for all the items and they said ok but I would not get the refund for 30 day or more after the items get to their warehouse.
From Pier 1:
We have spoken with our customer resolved his concern.
Sincerely,
***Customer Relations Supervisor
Pier 1
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. They agreed to send the broken and missing products and will be shipped as soon as possible up to 30 days. The manager that called back was very understanding and was very helpful. This was the response I was looking to have.
Regards
Attempting to return damaged item to Pier One imports. Delivered damaged. Was given phone number 1-***-***-*** to call for return/refund and you can't get through to this number. When you select the appropriate prompt, it disconnects. I tried the online chat feature and was c
r 205, got to a number in single digits and it disconnected saying they were having technical issues. I am getting nowhere for past 2 days. I want to return this item and get my money back. Even tried their text messaging option and got the response: they unable to receive incoming tex/sms. This option was given to by Comenity bank. I am well within their return time-frame of 60 days. Only had the item for 3 days.
We have attempted to contact our customer for a resolution.
I am trying to receive guidance on how to return a furniture order, and the only means of communication according to the pier 1 website is via chat. I waited on the queue 3 times, for about 20 mins each time, only to be kicked off the chat at the time that I reached 1 on the queue.
We have assisted our customer.
I placed several orders with Pier One in the recent months. I received two items last week that I need to return because they won't work. There is no return shipping address listed anywhere. I tried calling every day this week and the message is "the wait time is 3 hours" or gotten hung up on by the system. Tried emailing and chat which puts you on hold for an hour then deletes you. I receive emails from Pier One many times a day to purchase but you can't return merchandise. I have been a loyal customer for years spending thousands of dollars. What is the new return policy if any?
We have assisted our customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you Pier One! I know this is a hard time for you and I am very, very sad to see you close stores. You are my favorite retailer.
Regards
I placed an order with Pier One for 2 lanterns. The large galvanized lantern arrived with its glass broken. I have been trying for the better part of a week to speak with someone in customer service. I am unable to get through by phone and the chat feature says it is unavailable. Pier One has not provided any email address for me to contact them and stores are not open because of COVID 19. This is order number ***.
Our customer has been assisted.
I purchased two chairs from the consumer and received two different chairs that I did not purchase. I have been attempting to reach the consumer with no availability. I called and customer service states an 4 hour wait. I went to the chat customer service and once I made it as the first in line, it was disconnected for no agents available. I’m at the point of disputing the charges.
We have assisted our customer.
I ordered a Chas chair for $500 and price was reduced to $300 the following day. I tried for three days to contact with Customer Relations and live chat for over seven hours total, to get a price adjustment, and each time I was "next in line" I was disconnected. I've dealt with several other online retailers during Covid-19 with no problem and don't understand why they can't either handle their customers or discontinue their online service.
Placed an order for dinnerware online (Dinner plates and bowels). Items were shipped in a box with one piece of bubble wrap. All items arrived either cracked, broken or chipped. 4 hour wait time with customer service. Tried to call can’t get through to anyone. Tried online chat waited an hour and 15 minutes, when it got down from 177 people ahead of me to 1 it canceled my chat. Tried this 3 times. I want a refund but can’t reach out to customer service. I have taken pictures of the broken items and poor shipping materials and can provide them if needed.
Greetings,We have reached out
to the customer and resolved the concern.Thank you,Pier 1 Imports
I want to start by saying that I understand delays in shipping due to what is going on with the covid19 situation. My complaint is the inability to reach anyone or get a status update on an order that I placed April 21st. I received an email that there would be a delay on April 26th. As of today I am starting wonder if I will ever get my outdoor furniture. Texting and emailing doesn’t work. Tried calling and the number says they are closed. Tried online chat 3 times. Only to wait 20 minutes and get down to 1 in queue and then disconnected and told to try back later. Extremely frustrating. Then in addition to all of this I go online May 10th and see that the chairs I am waiting for are now 179.99. I ordered at 224.99 and my order is still sitting in process. I would have placed a whole new order but couldn’t speak or chat with anyone about it . The price went back up and now the items don’t even appear to be available any longer. Am I going to get my order some day? And I think I should get the lower price. I have ordered from others places in the past 2 months with delays but at least I am updated on the order. I will state that I have not been charged anything on my pier1 credit card
Greetings, We have reached out to the customer and regrettably, her order was cancelled,
and we could not assist. Thank you, Pier 1 Imports
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have been trying to contact Customer Service since the beginning of May both via phone (3 different numbers) and chat and every time that I do I get cut off with no opportunity to speak with someone regarding a return I want to make from a purchase on 3/22. I’m very concerned that I will not be able to complete this return as stores are not currently open and I can’t get in touch with anyone in Customer Service.
Our customer has been assisted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Received my order from Pier 1 today and want to return my placemats that were a color different from what I say online. I tried every customer service phone number and none of them work. I then waited on "live Chat" from being number 147 down to be number 1 when I was CANCELED and told to try again later. Are you kidding me?
Our customer has been assisted.
Complaint: ***
I am rejecting this response because:I couldn’t respond to your email of resolution because I was told to wait for my refund from Pier 1. I have never received my refund! I sent the merchandise back with their UPS label they provided and was told when it was received that I would get my refund. No refund so far.
Regards
From Pier 1:
We have reprocessed your refund and it should be received in a matter of days.