Pier 1 Imports

Pier1 is in Chapter 11. I placed an order on 12 May. Did not receive a confirmation email. Tried to login to my account and password was refused (just used it on the 12th). Asked for password reset via email, never received it. Tried to contact Customer service, wait times are a minimum of 3 hours, held for nearly 2 1/2 hours and was disconnected. Tried contacting them through Facebook and came across hundreds of complaints of people not being able to contact them. There is literally no customer service. They need to shutdown their website and not accept anymore orders if they refuse access to my website account. I’m afraid I will be out $111.00, as my bank will not open a dispute for 30 days and Pier1 will be deep in Chapter 11 by then. Cannot contact Corporate by email either, they have redirected their email link to their store website. They need to shutdown their website ASAP.

I have problems with two orders that I placed on Pier1.com - a refund for overcharge and a return of an item. I had emailed (when there was a working email) about the overcharge issue, but yet to receive any response or refund. The other issue with the second order that there is no way to file the return. Their stores are all closed, and the website does not have an option to request the return online. Their return policy says to call to make the request, but I have dialed their number multiple times over several days only to get hung up on without ever speaking to someone. I have also tried the chat option and every time I got to the front of the queue it dropped me. There is no customer service that enables speaking to customers, no online or store options for returns, and no warning when you make the purchase on the website that you will not be able to return. I would like to get both these issues resolved. Thank you.

I placed an online order on April 11, 2020 for a coffee table. It was shipped on 4/20/2020 and received on 4/22/2020. The coffee table is scratched all over the one side and has marks on the top. I have tried to reach customer service every day that they are open starting on the day I received the damaged table. I either get disconnected right away, sit on hold for an hour only to get disconnected or wait on chat for a significant amount of time only to get to my position and receive a message "here are no agents available to chat with you, please try again later." No one has hours a day, let alone 16 days to spend calling or online trying to resolve a customer service issue only to be disconnected. My bill is due on June 1, 2020 and I do not want to pay my bill and have to wait for a refund or the stores to reopen to return my damaged product and miss the return window. This is the worst customer service I have ever encountered and will not shop here again.

The issue regards an Hourglass swivel desk chair purchased from Pier 1 in March 2020,

The chair, which was ordered in grey velvet, was delivered to the store to be put together for pickup. It was so well wrapped in plastic and brown paper when I picked it up. I didn't realize it was neither the color nor the type of fabric I ordered until I got it home.

The chair I received chair is plainly a brownish taupe, not grey. The fabric, which was supposed to be velvet, is instead some sort of microfiber or light flannel-like material. What’s more, the fabric has a rough nap. A simple touch or anything that comes in contact with the upholstery, leaves clearly visible patches exposing the nap wherever contact was made. These “patches” make the chair appear as if it’s stained or off-color, and completely impractical as an office desk chair.

I took it back to the store for return on 3/23/2020 but found the store closed due to Covida-19. I called the published customer service # three times - on 3/23, 3/27 and 3/28. Each time, I went through the automated attendant prompts and transferred to what I expected would be the queue for a representative. Contrary to the website's notice warning of possible long hold times for customer service, there was no hold time. All there was following the transfer was a long outgoing message about the changing hours, etc., then the sound of the call disconnecting. There was no option to hold for a representative or, even, to leave a message for a callback.

On 3/29 I sent a message from the company’s website “Contact" page. I received a written confirmation: “Your message has been submitted. Thank you.” When I didn’t receive a response I sent another message on 4/4/20 and received the same confirmation message that it was submitted. Again, there was no response.

Next I tried the chat option (during the chat hours posted as open). After opening the chat with my text what came back was only “Chat Not available.” After scouring the Pier 1 website for a direct email address, I found one department email address to which I sent a summary of the situation and asked the recipient to forward it to the right department. A reply came in the form of a server-to-server notice stating “Undeliverable.”

I then went back to the website one more time and this time found a statement that said help was available through Pier 1 social media pages. I sent a Facebook message on 4/27/20. A note under the message form said the company responds in 1-3 days. Today is Day 19. There’s been no response.

I’ve gone to great lengths to make Pier 1 aware of the problem and my request for the return beginning well within its 45-day return policy. Despite these efforts all I found was a black hole in which I’ve been running around in circles without Pier 1 providing so much as a single response. I want the chair returned for a full refund, immediately.

I need to return some outdoor cushions that I purchased online because they are too large for my chairs. The Pier1 website instructs that to initiate a return, you must contact customer relations or visit a store. I tried to call customer service many times to arrange a return and the line was busy; when I finally got through, I waited 4-1/2 hours on hold before giving up. I also tried to message on two different days, but each time I was disconnected after waiting 15 minutes to become #2 in the cue. Our local store is closed and I have no way to contact the company.

I have tried to call Pier 1 multiple times for a few recent issues. I was in the chat option four times today and each time as it got close to my time I was cancelled. I tried calling several days in a row, over a four hour wait each time. I am waiting on a furniture delivery and the delivery company says they only have part of my order and can’t schedule delivery. I ordered this item almost a month ago. I also ordered a platter for an upcoming wedding and it arrived damaged. Someone has to be available to provide customer service.

Extremely disappointed with Pier 1. I placed an order on May 1st. When checking out it said I would receive my items in 7-10 days through USPS. On May 9th I got an email informing me that my items would be delayed and would take longer, The project I am working on is time sensitive and I wish they would of notified me earlier. If I would of known this was going to take so long, I would of purchased elsewhere. It is now May 13th and I still have not received my ites. Buy elsewhere.

Take your money and business elsewhere, I had been a loyal customer for over 20 years and finally had it. Placed 3 orders for mother's day online. Only 1 was received without issues. the other two have either defective items or not the items were delivered. Yet I was charged 100%.
Tried contacting the customer service department and after patiently waiting for over an hour my call was dropped, same with the web chat - after waiting 45 minutes for an agent I was dropped

I am very upset about the customer service available to me from Pier One.
I had been a loyal customer for many years, but now there service is horrible,
I sent an order some time ago. When it arrived, it was only a portion of the
order that I had paid for, but one of the items was damaged and there was
another item received that I did NOT order.
I have not received the rest of my order.
I have tried for over 2 weeks to contact customer service. It is impossible to reach them. If I call the customer care phone the message I
is that I will have to wait on hold from 6 to 8 hours,be
I have trie using their Live Chat several times. After waiting in line for a Long time, I have been told that an agent will be will be shortly.
That doesn’t happen and the connection is lost.
I understand that many businesses are have problems due to Covid-19. But,
this goes beyond that. I understand that they are reorganizing, but I get messages from them, The emails are offering sales, etc.
They cannot even give service to existing customers,
I hope you can help me to resolve this frustrating issue.
I am sure that any and all of their customers are experiencing the same terrible
customer service.
Thank you in advance for any help that you can give me!
Laurie

I would like to return an online purchase to Pier 1 as it is the wrong size outdoor cushion. I have been unable to call their customer service department because the option to speak to a customer service representative disconnects the call. After numerous attempts over the course of two weeks by phone I went on live chat. When I signed on the chat indicated that there were 164 people ahead of me. I waited about 30 minutes and I became no. 1, at which time I was canceled out and messaged “try later”. This also happened numerous times. I am worried with stores closing and no reopen date scheduled that I will not be able to get a return label issued (not in box or on my online account) and my refund.

I ordered an item online at pier1.com and I need to return it because it wasn't what I expected. The item was expensive and I am concerned because online chat is disabled and every number I try to call is busy. I am trying to figure out how I can return and be refunded for my order. Order number ***-I am keeping 2 of the 3 items- I just need to return one. I need to know how to go about doing this as there was no packing slip in my shipment box.

I ordered a picnic table from pier one. After a DELAYED shipping, I received my table and benches. One bench is irreparably broken, and I need to have it sent back or be sent a new one. I have tried calling and have been disconnected three times. I have also tried the chat feature twice and been disconnected.

I placed an order that was delivered on May 2nd. I have since been trying to return multiple items from the order. I have spent 3 hours on hold with the number provided and also tried the chat function about 15 times only to be disconnected. They have not extended their return policy and I'd like to send these items back ASAP as the stores may not reopen in time for me to make the the return in person. I understand that we are in the middle of a health crisis, but every other retailer I have worked with during this time has done better. It's unacceptable.

I placed an order that arrived damaged. I called customer service, who sent me a return slip and said they would be sending me a replacement item. According to my tracking number, my damaged item arrived to them on April 29, yet on the website it says they are still waiting for it to arrive. I cant get in touch with customer service for more than a week and no one will return emails, answer the phone or answer on Facebook. this was a 400 dollar order!

I ordered items online. I have never received part of the order, and tried to return what I did receive immediately after delivery. I have called Pier 1 customer service for two weeks now, and gotten the same result as the prior complaints. Once I choose customer service on their call system, I am disconnected. If I finally get through, it says my wait time is 4 hours. When I try to live chat, it says I'm number 145 in the queue. I've waited hours in the chat, only to get disconnected when it was my turn! I've searched and searched for their email address, but when you find the link for it on their website, it has been removed. Stores in my area are not opened, even though restrictions for opening have been lifted. This doesn't look good. I'm worried I won't get my money back. It seems that this business is about to close.

I ordered lanterns and a sectional couch that were in stock.
I received 2 items I didn't order, and was told that the correct items were on the way, which then were out of stock or on back order.
I only received 2 pieces of the 6 piece sectional couch.
All of this could be resolved if I could connect to customer service, but that is impossible. I try to call, and am hung up on time and time again once I go through all the steps to talk to a representative. And the online chat is even worse. I wait, hundreds deep in the cue, and when I get to number one spot in line, the chat is canceled. I redo this process and am met with the same result. I have tried this for four business days all throughout different times of the day, wasting hours upon hours. This is unacceptable. What a horrible way to treat your customers, to ignore them.
I understand that this is Covid19 and things are all delayed around the country, but we are two months in and everything is set up online, shouldn't they have figure out a better system by now? Their peer companies have been able to get a live customer service system in place.
Please help!
Many thanks.

Pier 1 does not answer their customer service line and their chat help line is also offline. I am missing part of my order they said shipped,product came broken and also incorrect. I want to return the entire order. Really, the worst service ever. It seems as though it is on purpose so they do not receive any returns.

I received my order on May 11. One item was missing. I have tried without success to contact the company by phone or chat.
the wreath was delivered, but
The lights were not in the box.

05/06/2020
I’m trying to Find information about an online return to Pier 1 as it is the wrong size of cushions for my outdoor furniture. I have been unable to call their customer service department because the phone number is not working. After several tries by phone I went on live chat. When I signed on the chat indicated that there were 212 people ahead of me. I waited about 40 minutes and I became no. 1, at which time I was canceled out and messaged “try later”. Ive tried 3 times. I am worried I will not be able to get my refund. I tracked the package I returned via UPS and they received it on 4-21-2020.

Hello.
I placed an online order 4/26/2020. Order # ***
Received one of the 6 items ordered on 5/5/2020. The invoice in the package stated the items were shipped in more than one box. I have yet to receive the rest of my order as well as any information regarding its status.
I have tried to call the customer service number multiples times and days. I always get disconnected after choosing any of the options offered. I have also tried using their chat customer service. When my turn finally comes up, I am disconnected from the chat as well with the message to try again later.