Pier 1 Imports

I ordered from Pier 1 on April 27th. My order is still in processing 9 days later and has not shipped. On Friday, after being rejected from both customer service numbers and their text line, I was finally able to connect on their customer service chat. On Friday May 1st, I was told my order would be done processing and would ship in 2-3 days. It is now 4 days later and it is still processing. The money has been taken out of my account and they will not allow me to cancel the order. It also says the item is out of stock online. I told them I do not want to wait for a backordered item and they ensured me this is not on backorder. The website had clearly posted shipping delays, which is expected and understood, but 9 days to process an order with no warning or explanation isn't acceptable.

I wish to return an online purchase to Pier 1 as it is the wrong size of 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 189 people ahead of me. I waited about 45 minutes and I became no. 1, at which time I was canceled out and messaged “try later”. This happened twice. Apparently, IM worried I will not be able to get my refund.
Respectfully

I placed an order for a item April 12th. The item was shipped on time and was transferred to the shipping company. The day of delivery they called to tell me it was damaged and they couldn't deliver it. I had already been charged the $700+. No email was sent from Pier 1. I called on a 3.5 hour wait to be told that its in their timeline and a replacement was ordered. That was 2 weeks ago and haven't heard anything, not even an email. I have since contacted them and waited on hold for another 3.5+ hours to be told they do know where the order is but they will get back to me in 48 hours which was up last night. They should not be open during COVID if they cannot handle the orders. I paid the $700+ for something that has not been delivered or no updates are given.

Placed Order on April 28th and was charged on my Pier 1 credit card but have not received items or received any status changes of the order. When trying to contact their customer support you're greeted with 4 hour wait times via phone and 2 hours via online chat. When the hour mark hits for online chat it says there's no available agent. When it's your turn on the phone you are just disconnected. Ref Order # *** Total $550.43

There are other folks on Pier One's facebook reporting the same issues with no response and no items for months. I believe the company is going bankrupt and still taking peoples money for orders they can't fill.

I have been trying to contact Pier 1 to return an item and cannot get through. Every option they provide on their several different numbers hangs up. They sent the wrong item. I don't want it. I want the item I ordered. I have even tried to find an address to send it back on their website which is what they say to do. I may never order from them again. Very frustrating.

I received an online shipment. The item is defective. It says to return I need to call customer service. Customer service does not answer. How do I return this and get a refund?

I am simply trying to cancel my order. I have been trying for two days unsuccessfully to reach Pier 1. Anytime you do the chat feature, it puts you in an extremely long queue and then when you get to position number 1, it just cancels and says an agent is not available to chat with you. I have tried calling their phone number repeatedly and after you press any option, the phone disconnects you. I know these are trying circumstances right now, but why represent yourself online as if there is a way to actually connect with a customer service agent, when clearly there is not?? Pier 1 is not accepting phone calls or chats at all. Pier 1 should stop selling things if there is no customer service available at all to help you.

Placed an order via telephone on April 8th. The product arrived broken April 14th. I have attempted to call the online number because that is how you return an item and you only are given 45 days to do so.The Order # is *** and the Item #is *** total $74.16
This is what it says on their website:
Exchanges, Incorrect or Damaged Items
If you have received an incorrect or damaged item or otherwise need to make an exchange, please call 1-***-***-***5.Return Via UPS or USPS
Items sent C.O.D. (Cash on Delivery) will not be accepted.
To arrange the return of your items, please call 1-***-***-***.
Due to COVID-19, return shipments may take up to 30 days to process.
Shipping, surcharges, delivery and handling fees are non-refundable.
When call the number and press the button for returns or to speak to a customer service representative the phone hangs up on you.

We ordered a swing, stand and cushion. They were all delivered, except the cushion did not fit. This was ordered over the phone, and therefore, their customer service person ordered the wrong cushion. When we called, the customer service person, said it was our fault, as we should have seen it did not fit. This was order with 'white glove service", it was pouring out, and they gentlemen did not put the cushion on. In addition, because of the virus, we did not go out to check in the pouring rain. They offered to send a new pillow, and charge us 99 dollars to pick up the wrong. one. Or, we can drop it at a store, which is obviously not opened, and their return policy says I think 60 days. Lastly, when speaking to the customer service person, I asked to speak to a supervisor. She said none were available and one will call me back within 24-48 hours. No-one has called in 4-5 days. To blame this on us, is ridiculous. I am so fed up, I want them to take the whole item back, (swing and all, as I don't know, why I would want to do business with a company that say, the customer is always wrong. They want 99 dollars to pick up the swing, and they will not reimburse us the 165 dollars they charged us for the delivery in the first place. I am trying to chat or call, and the chats hang up after 20 minutes of waiting, and you cannot get through on the phone. (That is probably understandable. during this virus, which is understandable) The order number is ***, and it was under my wifes name

TO: Whom it may concern
Pier 1 has been racking up late charges on my account , despite the fact that Ive called and had them credited. This has been going on every month since February 2020 (I actually paid a late fee in Feb. and thought I paid up the account.) Come march, I got another call saying I owe them money( which didn't make sense because the account balance said 0 ). When I spoke with them in march, they said I owed the late fee $35, but they said they would credit me and that I was good to go. Come April 14th, I had to contact them again! at which time I asked to speak with a manager. The manager AGAIN Reversed the late fee and reassured me that I was all set and that I wouldn't get any more calls. I also instructed him to close the account which he did and sent me an email confirming its closure. May 1st I get another call from them saying I owe a late fee. (I haven't purchased anything from them since December 2019!). Called and spoke to a manager again!!her name is *** ext 1*** at the Pier 1 general number. She AGAIN reversed the late fee. She said the transaction that happened on 4/14/20 did not go through and the manager that handled it did it incorrectly ! ??she said I will need to call again between 5/9 and 5/11/2020 to check in because there is going to be another late fee charged to my CLOSED account.!! ????im feeling very harassed, helpless and frustrated with this company. I really need to get them out of my hair. meanwhile it is messing up my credit score! Any help would be appreciated. Don't know what else to do. Seems like I will be forever getting late fees charged to my closed account!

I ordered 2 chairs on Pier1.com that I wish to return because the leg color (which I could not see close up of on the website) does not match my decor. The issue is that there is no way to file the return. The 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 at least 15-20 times only to get hung up on without ever speaking to someone. I tried the chat and every time I got to the front of the queue it dropped me. They have no customer service reps 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. They have also not lengthened their 45 days from purchase rule to account for the fact that returns simply cannot be made during COVID 19. There is also no warning on their website that they are in bankruptcy proceedings, which I found out by researching them when I realized I could not return the chairs. This is extremely misleading advertising on their website to state that returns can be made for a full refund and then providing no way to make them. I am more than happy to return the chairs however they want to receive them but I want a refund.

I have repeatedly tried to get in touch with Pier 1 to get information on an order that is missing. I purchased over $400 worth of home decor products and a portion of my order never arrived at my house - even though on the website it says it was delivered. In the package, only 2 of 4 items arrived and the others are missing. I would not be writing this review if I could actually get in touch with Pier 1 via the phone or online chat - but I have called over 5 times and sat on hold for nearly 2 hours every time. If I can't get through how is this problem supposed to be resolved? Really makes me question whether I will ever order from Pier 1 again.

I have been trying to cancel an order I placed. I have called and been on hold for over two hours two different times. I emailed and they told me to text ***-***-*** and when I did the response was "We are unable to receive incoming Text/SMS at this time. We apologize for the inconvenience and look forward to providing this service in the near future."
After several tries by phone I went on live chat. When I signed on the chat indicated that there were 189 people ahead of me. I waited about 45 minutes and I became no. 3 , at which time I was canceled out and messaged “try later”. This happened twice. Apparently, I will be unable to cancel my order.

On April 21st I ordered 2 seat cushions. On April 26th I received an email saying my order was delayed but no other information. Yesterday and today I've attemped at least 15 times to call their customer service numbers, and each time the automated line answers and then drops. I also have tried their chat function 3 times, but after waiting over an hour EACH time that dropped as well. I realize things are difficult and slower with Covid-19, but you need to be in contact with your customers and allow us to be able to communicate. Because at this point I've spent about $90 with no clue if / when I'll get my order.

I ordered a dining room set from Pier 1 early March. The table arrived broken into pieces, missing legs on the chairs, missing screws, and NO BENCH AT ALL. Pier 1 customer service refunded my shipping charge and said that they will send a new dining room set. NOTHING HAS BEEN RECEIVED AT ALL TO DATE(about two months now)! Pier 1 stated via email this is resolved and has been fully refunded based on my dispute with CC Company. The CC reversed the credit stating Pier 1 has provided shipping documentation. The shipping documentation shows the delivery of the DESTROYED TABLE AND CHAIRS WITH MISSING LEGS! I refuse to pay for a dining room set that I DO NOT HAVE! This company is TERRIBLE and I had to shop elsewhere for a table. And now they are refusing to refund the initial table that is completely demolished upon receipt! Filing this complaint is my last resort! I have emails from Pier 1 stating this was refunded and apologizing, YET IT IS NOT REFUNDED AND IT IS NOT RESOLVED!

I wish to return an online purchase to Pier 1 as it is defective. 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 189 people ahead of me. I waited about 45 minutes and I became no. 3 , at which time I was canceled out and messaged “try later”. This happened twice. Apparently, I will be unable to get my refund!

I went on website and order 4 pillows. I received the pillows, but they are the wrong color. They also put and charged me for 4 placemats. Didn’t want them. I tried calling the customer service line several times, I was on the line for 30 min, 1 hr and 45 mins, 2 hrs. I called again on Monday for 20mins. I also called the corporate office and tried to talk to the Human Resources office for help. I never got a answer. I was upset they are going bankrupt, but why do they have there website up running like everything is ok. I feel this is deceiving to the public. I brought a lot from this company and trusted them. I just wanted to see if they will exchange them for the right color and take back the placemats I didn’t order. Can u please see if they will respond to me as a trusted and loyal customer . I was hoping they would do the right thing. Why do they have the customer service line open if they are not going to help.with my order .

I have been trying to reach customer service at Pier 1. On 4/7/2020 I had an issue with an order (received a broken glass) and thru live chat was told that the broken glass would be replaced. Today, 4/24/2020 I received the replacement only to find that they had sent the wrong glass.

I tried again thru live chat to reach them and was placed into the Que several times, each time when I reached number 1 the screen changed to "Status: Canceled. There are no agents available to chat with you right now. Please try again later." I have also tried to reach them at either ***-***-*** or ***-***. No matter which phone number I call as soon as you choose option 1 (do you have an issue with order) the telephone tree auto disconnects you. (I tried doing the above three things repeatedly today during normal business hours. Previous to receiving the shipment I was sent an email advising me that the shipment was in process. I replied to this email today and received an auto reply giving me the two above phone numbers as well as a number I could text. This is the response to the text I sent: "We are unable to receive incoming Text/SMS at this time. We apologize for the inconvenience and look forward to providing this service in the near future." On their webpage I found the phone number for their corporate offices and when the telephone tree asks who are you trying to reach and I reply Customer Relations I then receive the message that they are not available and to please leave a message at the tone. I have left two such detailed messages one on 4/17/2020 and one today 4/24/2020 (both during business hours) and have not received a call back.

I bought 2 identical couches from pier 1, these $1000 couches are worse quality than any couch I've had in my adult life and I happened to buy 2. The stitching around the buttons lost their integrity the first month. But after a year, this couch has become unusable. The legs on the 2 couches were wobbly after a couple months, and now after a year they have actually come off. Im a 200 lb man, I live alone with my 2 year old on the weekends and don't have a lot of traffic. Pier one told me the button/rip was my daughters fault and that they would send me new legs. When I mentioned it wasn't the legs but the part on the couch that the legs connect to, they stopped responding to emails. Im so disappointed because I figured I would spend a little more for quality because pier 1 stood by their product. WRONG, YOUVE BEEN WARNED!

On 2/18/2020 my wife purchased a Regen Medallion Gray Rug, item# *** from Pier 1 Imports in Connecticut. When we placed the rug in our home we immediately noticed excessive shedding of the rug fibers. In addition, there was one area where the shedding created an extremely visible worn spot on the rug due to the fibers being completely depleted in that area.

On 3/4/2020, I contacted the Connecticut Pier 1 store where the purchased was made to ask for a replacement rug. I was told they did not have any in stock. That same day, I called the Pier 1 customers relations line to report my concerns and seek resolution. During that phone call, I spoke to Candice S. who provided me with an incident number #***-***. She promise to try to find a solution. From there, she contacted me a few times via email and eventually told me to contact the Newington, CT store for a solution. When I contacted them, they were not sure if they could help me because the rug I purchased had been on sale when I bought it. I was suppose to hear from them again but never heard back. I then visited another local store in Branford, CT to see if they could help me but they did not have another rug either and ted me to call customer relations.

Eventually, the pandemic took place and contact has been limited all around. I did reach out to *** again for resolution and asked to speak with a supervisor. On 4/13/2020 I received an email from ***., an executive senior sales lead, who stated that since my product was an "in-store" purchase they were unable to assist from customer relations. She did state that "Once the mandate has been lifted; our NEWINGTON, CT Pier 1 Imports store can assist with a return." While this seems like a viable solution, the rug we have is on clearance and can be purchased online. Without knowing when the stay at home mandate will be lifted I am worried that the rug I want will not be available. My other concern with *** solution is that it is vague. I do not know if she means the rug will simply be returned and I will get a replacement rug, my money back, will I get the full amount I paid back?

I emailed ***. back on on 4/13/2020 and explained my concerns with waiting until after the stay at home mandated is lifting because the replacement rug may be unavailable. I offered the solution that Pier 1 send me the exact same rug via UPS or Fedex as a replacement now. In return, I will wrap up the old rug and either deliver it to a nearby store or they can send me a call tag and it can be picked up at my home and shipped back. *** did respond saying that I could purchase a new rug online now and return later. This is not a viable solution, I do not have almost $700.00 to purchase another rug at this time.

After speaking to three different stores and the customer relations line prior to the stay at home mandate, I was unable to get a new rug. This was at a time when I could have traveled to a store and picked it up. I was systematically shut down at every attempt I made to resolve this issue prior to the stay at home order. Now, I am only getting a vague idea of what the solution might be. In addition, I have sent Pier 1 pictures of two other items that I purchased right around the same time to decorate the same room that where both damaged or defective. I sent those pictures to illustrate my disappointment with the products from Pier 1. I was hoping they would entice Pier 1 to support me and take care of my rug issue bu8t it did not seem to help.

The solution I am seeking is that Pier 1 immediately mail me 1 brand new replacement Regen Medallion Gray Rug, item# ***. size 9'2x12. I will wrap up the old rug and they can either send a call tag to pick it up to I will deliver to a nearby store when it is safe to go out again.