Pier 1 Imports

I absolutely love Pier 1. I am a loyal customer and have purchased many items. I have never had an issue except for now. I ordered two outdoor chairs. The chairs were delivered as promised but, when they were delivered they were in two separate boxes one of which was severely damaged and the chair inside is damaged as well. A rear leg is severely bent. I keep trying to reach the company. I was on hold for 2 hours and 20 minutes with no answer. I went on the chat line starting at #*** waiting until I was next only to be told a representative was not available and their SMS email is no longer in service.

I ordered a 16 piece dinnerware (Order #***) for my sister to be delivered to her address *** 20735)

The ordered was delivered on April 7, 2020 and all of the items were in the box, however, they were chipped and broken. I have made several attempts since that time on Pier1.com site to chat, I've called both of their customer service numbers. The option to talk to an agent by pressing "1" ends with the call hanging up. I've sent an email directly to them with no response. I understand that their is a decreased response time due to the Coronavirus issue, but I would appreciate some type of communication from them. I want a full refund or a replacement of the items purchased to resolve the issue.

I placed two online orders on April 4, 2020. No where on the website does it state there will be delays in processing. When you order it clearly states 3-5 days processing. My credit cards have been charged for both orders so Pier1 has received their money. I then received an email stating there will be a delay in processing but it does not state how long. Pier1 can not be reached by phone, live chat, text, or email. They are still accepting orders and send out daily emails encouraging people to shop online. They take your money and do not send you the items you purchased.

On 3/29/2020 I placed an order online with Pier One Imports. On April 8th I received a delivery from UPS. When I brought the box inside and opened it, I found no merchandise but a long piece of brown paper. They removed $7.02 from my acct for that empty box which was supposed to deliver a small book. Now the rest of the purchase is supposed to be on its way and they are again removing the balance of 13.97 from my bank account. This is upsetting especially since they have NO ONE to contact and at this point, I don't want to wait again for another empty box. I want my money back in my acct. They can keep their merchandise. I will never order from them again. I finally found a number that said Text them the issue and when I did, the text came back undeliverable. This is the number ***.

I've reached out to Pier 1 multiple times via email and phone to discuss the White Glove Service shipping fee without a response. I would like to purchase the Swingasan® Black Ombre Hanging Chair and Swingasan® Black Stand; however, the system will not allow me to ship the item(s) via UPS or FEDEX, but only by White Glove Service for $169.00, which is roughly half the cost of the item(s). Hence giving me no other option, but to have to pay for the service if I would like to purchase the item(s) . In addition, the site offers free shipping, but makes it very difficult to determine which item(s) are included and excluded from the offer. I've seen a similar chair on the web at another big box retailer that would be willing to ship the item via UPS or FEDEX for free.

The product they sold to me is defective. I tried to get a resolution via chat. They directed me to customer service via text. The text customer service told me to wait 7-10 days for a resolution. I checked back in 7 days only to find out that the text message customer service number was no longer helping customers. I tried to call their customer service line to get help with a refund only to find out they are no longer accepting calls from customers.

Never got the initial bill for $67.69 and never got the credit card either. The collection agency sending me information on my accumulated debt. Explained my situation to ***, *** at the Distressed Asset Portfolio III, LLC but still getting the same paperwork. Noticed that the original bill was sent to a wrong address, so I never had a chance to pay the bill.

March 1, 2020. 9:46AM MTN. Order placed online for an item the Pier One website claimed was not in stock in Colorado. 12:25PM MTN. I visited the nearby Pier One looking for something else and the store did indeed have the item I had just ordered online. I asked store employee if I could cancel my online order I had just placed. She said "absolutely, call this number (***) for customer service and the order can be cancelled". . 3:00PM MTN. Contacted customer service and was told item ordered could not be cancelled. Order at this time showed it was processing and had not shipped. #1 - Item WAS in stock in Colorado, therefore, online order was not necessary to begin with. #2 - Store employee misinformed me according to customer service. #3 - Customer service representative did not go get a member of management during our discussion to have the matter escalated, even after I stated I was filing a complaint. #4 Customer service representative, *** said I would have to pay to have it returned or spend my own time (one hour) and money for gas to return it to the store. #5 - Item was still in process and had not shipped so there is no reason why it could not be cancelled. Customer service was contacted approximately five hours after order was placed on the same business day and item was still in warehouse at the time of contacting customer service. #6 - My credit card will be charged interest from the date of the online purchase until the date of return. Return date unknown at this point since time is still in warehouse and expected to take ten or more days to arrive.

I returned items to the store and have not been given a full credit for the return. The Pier 1 imports has turned the bill over to collections. I have tried multiple times to resolve this matter at the store. With no success. Now I am being harassed by collections for the $55.20 returned item. Now that collections has been started the amount now do is $324.34
I am a 79 year old women and my husband is 92 and we pay our bills. I want this matter resolved and for the collections to stop
Please help us

I placed an online order for store pickup. The first store I selected only had one of the two items I ordered and called me to let me know the situation before accepting the order. I had them cancel the order so I could try another store as I needed to order both items at the same time to get the additional discounted price. I placed the order again at a different store that showed the items in stock. I received an email that my order was ready to pick up but it only showed one of two items. I called this store and spoke to the manager *** who admitted that the associate who handled the order was supposed to call me first to see how I wanted to proceed before processing the order since one item was not available. But then he proceeded to tell me I would have to drive all the way to the store to return the other item which has never physically been in my possession (it has never left the store). I never approved an order with only one item in lieu of the two items I ordered. This was a mistake on this store's part for not calling me first to inform me of the situation and to see how I would want to proceed. And the manager refused to take responsibility for his employee's error by correcting the situation. He just told me he didn't know why the employee did that and he couldn't do anything about it - not a response you would expect from someone who is supposed to be a store manager.

I purchased two solar lights one on Dec. 6 & another one on Dec 7. They were defective. Before I left the store I asked what to do if the items turned out to be defective. Should I contact Pier One headquarters? Yes, was the answer. I called Pier One and was told a gift card would sent to me. A supervisor was contacted and I was assured because the items were defective I would be reimbursed. I should not be the one saddled with a purchase of defective merchandise. It is inappropriate to sale merchandise which doesn't work if the consumer is not able to know if the items work or not. It is one thing for a customer to purchase a product that is obviously defective. When an item has hidden damage what would keep a company from knowingly sell defective merchandise because they can get away with it. There could be a whole rack of lights as there was in my case. But they were out on the floor to be sold. I had spoken with a supervisor on the phone with Pier One and was assured I would receive a gift card for $26.07. I settled for a gift card. I didn't ask for my money back. I didn't ask for an email gift card. I thought I would end up spending even more money once I got the gift card. I wasn't told Pier One changed their mind and I would not be getting reimbursed. I waited two months for Pier One's gift card to arrive in the mail. I had to call Pier One's headquarters to be told my situation was reviewed by the management team and since I bought the items at a closing store they declined to send the gift cards. This is not what I was told on the phone. One the phone I had spoken with a supervisor and was to receive a gift card. I purchased item # 3174607 at store *** on 12/6/2019, Trans. # *** and on 12/7/2019 Trans# ***.

This is a complaint about customer service and delivery issues. I placed an order on 1/19/2020 for an versized Pierce Java Bedside Chest Item: 3222770O. My order number is ***. I have a registered account through Pier1. I logged in and used this account to place the order. My address on my account is current. I used apple pay to ensure a secure transaction. I unfortunately did not realize my apple pay was tied to my old address. I reached out to Pier1 Customer Service on 1/20/2020 to ensure my item would be shipped to my new address. I was told by the customer service representative that once they prepared a shipping label for UPS, the address would be corrected. I checked back on 1/21/2020 when I received notification the item had been shipped to the incorrect address. I also contacted UPS. UPS could not help me because they said the label had not been uploaded into their system. I called Pier 1 back and spoke to a supervisor, ***. She notified me that once the item was loaded onto the truck, then an address correction could be made. I followed the shipment closely with UPS and once the status showed it was loaded onto the truck called Pier 1 back yet again. I was told that two different supervisors checked on the package. One of the supervisors was ***. I was notified there was nothing they could do until a delivery attempt was made. I contacted my old apartment and requested they refuse the delivery. However, the proof of delivery was signed for someone (NOT ME) at my old apartment. I called UPS again and requested the item be picked up. I was told they would try. The item was picked up and is now being shipped all the way back to Fort Worth. I called Pier 1 again and spoke to a team lead named ***. She told me once the item was received by them, she would have it shipped out to me but COULD NOT UPDATE THE ADDRESS until the replacement order was prepared to be shipped. My only other option was to wait for the item to be received and then a refund processed in 7-10 days. I purchased the chest because it was on sale, saving me $150. and free shipping. They would not guarantee the item could be repurchased at the sale price with free shipping. I have Parkinson's and I am disabled. The item weighs 111 lbs. The reason I ordered it to be delivered was because I cannot lift 111 lbs. The reference number I was given for this whole debacle is ***.

Order # ***; Ordered 12/1/19 to ship to store. Still showing as 'shipped' and 'we will notify you when order is ready to be picked up'. Still waiting and I've now paid interest on it on my pier 1 credit card.
Sent email to customer service on 1/4/20 requesting cancellation and refund. Received the following reply:
We are very sorry to hear that you would like to cancel your order. We show that the headboard was ready to be picked up on 12/15. I'm sorry that you didn't receive your notification. Sometimes it lands in junk mail as well. Since this order involves an in store pickup, we are unable to make changes from here. For further assistance with your request, please contact the Chesterfield Pier 1 Imports at *** and they would be more than happy to assist you
I replied w/:"I did NOT get notification. I get emails from your site daily for sales, emails letting me know my credit payment is coming due and order & shipment confirmations. It is not in my spam folder, nor was the order status updated on YOUR site. I didn't know it was 'ready for pick up' because I was NEVER NOTIFIED. You still show 'will notify you when it is ready to be picked up'. THAT status was never updated. I ordered from YOUR site and I was charged by your site. Your company still has my item and I have paid interest on it. As you charged my card, you can credit it back. YOU are customer service. YOU contact the store and fix this.
I would like my card credited immediately. You charged it immediately, you can issue a credit and let the store know I will not be picking it up. This is not my mistake. It is yours"
No response. I followed up on 1/11 and again on 1/19. I have now paid a months interest on an item that is still showing in my order history as 'we will notify you when the item is ready for pick up'.
I have all emails to show the audit trail. I tried to call the store once, but was put on hold and disconnected.

I had a gift card(x1895) for $120.45 for a while that did not bother to use it and now to my shocking surprise PIER 1 IMPORTS has zeroed my card for NO REASON!

I want to complain about Pier 1 Imports. I ordered 5 items on November 27, 2019. When the package arrived, 2 of the items were destroyed and 2 were in bad shape, the only one that was good was the one that was packaged in a box by itself. the packaging was a large brown box with a brown piece of paper to keep my items safe. It didn't work at all. This is not the first time with Pier 1 Imports that this has happened. Only 2 weeks before this I ordered Christmas decoration and 1 of thme were smashed, before that I ordered a rug that was ripped, I ordered dishes that discolored. This is a real problem. I do not drive so I order online and unfortunately Pier 1 Imports doesn't care about how they ship any of their products. Well the items that I just ordered were going to be Christmas gifts and my guests are arriving this Friday from Baltimore, Maryland (12/6/2019) and I don't have a gift for them because Pier 1 is now out of stock with one of the items. They can how ever get it from another store that indeed has the item but won't. This is not fair, I paid good money for these item and I want the items, not a refund.

I ordered a piece of wall art online. It arrived in a box which was totally intact. I removed the piece, it was wrapped in plastic and looked fine. I discarded the box. Upon removing the plastic, I discovered that the cardboard which was to provide protection was damaged at one of the corners and a piece of the cardboard was affixed to the canvas and could not be removed without pulling off a piece of the canvas. I contacted Pier! and after much back and forth, which included providing them with photos, they provided the following option. I would need to purchase "at a hardware store a box" 3X31/2, affix a label (which they would provide) and return for refund. They would not pay for box. They kept telling me to return it to one of their stores, but there is no store near me and I do not have a car. I am 78 years old and it is totally unreasonable for me to have to go through all of this to obtain a refund on a product that was clearly damaged in their shipping process. I kept asking them to provide the box,but they refused to do so.

I opened a credit account based on the offer of a 20% discount or the purchase item. I was told the bill would reflect that discount. It was not applied. I received my first billing late - paid late and was charged a late fee and interest which I paid. My bank paid this on October 9th - and you did not credit my account until the 16th. I was then charged an additional late fee and interest. I tried to pay online - but Comenity payment is down. I called and was told that talking to a representative would cost me an additional $9!!!! This is absolutely shameful scamming!

I had ordered something online. The order was cancelled 2 days later and I was issued a gift card refund. The gift card issued isn't valid.
I purchased the original gift card from a third party website and because the original order processed on the gift card I am now not eligible for a refund because according to them nothing was wrong with the original transaction (they forwarded me the email from Pier 1 saying that the original order was placed and the card was fine). So they are currently just sitting on $299 of my money. I have emailed and left voicemails but am currently being ignored.

Had to report a fraud. They put me on hold for 38 minutes. Personnel was rude nasty & complaining about how busy they are. I don’t do business with them but somehow got my name. I will never do business with them.

I applied the discount that was offered to me, which was 25% off for a 4th of July special and an extra 10% off for using my pier 1 card. The amount came to $161.21. The site never told me the two codes together
were invalid. After I placed the order my total and card was charged $209.67. I could not cancel my order, there was no option for that. I tried calling and emailed them and no one got back to me. I was able to try and call again, 40 minutes later on hold they told me they could not honor that price they would only give me 15% off with my 10% off for a total of 25% off and online I was offered a total of 35%. You know it might not amount to much but it’s the principal of the matter. This is the second time this has happened to me at Pier 1 and the last time I just returned the item. This time I purchased an ottoman and it is not as easy to return as I bought it online.