ComplaintsforPier 1 Imports Online
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered an from Pier 1 imports on their website. I entered the item I wanted on their website and paid for it with my credit card. they emailed me a confirmation saying that they had received my order and had received my payment for it,, A day or so later I inquired about the status of my order on their ********************************** support site and was told that my item had been shipped to ****** they sent me a link to track my order with ****** they told me that they had sent my package to a center in ***************** where I was told that my package had been labeled and would be soon be shipped. Pier1 informed me that it would take 72 hours for my package to be shipped. I waited way over ************************************************************ *****************. I contacted ***** with my tracking number and was told that I would have to take up the issue with shipper (Pier 1). I wrote to ********************************** SEVERAL TIMES to find out what was wrong. they NEVER ANSWERED ONE OF MY REPEATED EMAILS over days on end. I want a resolution to this problem NAMELY I WANT TO CANCEL MY ORDER COMPLETELY AND I WANT A FULLL REFUND MADE TO MY CREDIT CARD FOR THE FULL PURCHASE PRICE OF THE ****Initial Complaint
05/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased furniture from Pier 1 imports on 3/20/2024. When it arrived, I noticed it was a different color and size than the photo shown on the website. The return policy on their website stated to issue a return Id need to email their customer service and understood that itd need to be returned within 30 days of delivery. I made 9 attempts at emailing the address to issue a return before that 30 day timeframe. Of those emails, I only received one response that repeated their return policy and asked for more information. This is after I already provided the order number and reason for returning. I promptly gave as much information as I could in response to that email and never heard back. I still have not gotten a response from Pier 1 as of today (5/12). I was only looking for the return address so I could mail it out. After doing hours of research *** discovered that they have no way to contact the company beyond that email address and other buyers have discovered that those emails mostly go unanswered. Im now questioning the legitimacy of this company after moving online. Its now past the 30 days of the return window and Im stuck with this large furniture that I tried to return within the outlined company policy. Id appreciate whatever assistance the BBB can provide.Initial Complaint
05/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered two 20 x 20 pillow covers from Pier 1 on Saturday, April 27. While I had been a frequent shopper of local Pier 1 stores for years, this was my first online order. I consulted the return policy as Pier 1 products are offered exclusively online now. Store credit is an option, but full refunds are issued for damaged or otherwise poor quality product. To begin, the pillow covers delivered are not the color shown on the website. (I work in multimedia and have overseen creative and home interiors styling for years - my monitor is spot on when it comes to color accuracy.) Instead of khaki or beige as noted in the product description and photos, the pillows were pink. In addition, several embellishments were missing or hanging by a thread. This was not the quality I had come to expect from Pier 1. As you will see from the attached documentation, I reached out to Pier 1 to request a full refund for the damaged items and misrepresentation. I initially received a response from Pier 1, asking if I was willing to accept an online credit. I responded that I was not open to store credit but wanted a full refund under the circumstances. Given my experience, Pier 1 was no longer a trusted retailer and I did not wish to repeat the cycle by placing another online order for subpar products. I did repeatedly offer to return the pillow covers with a prepaid label for free shipping. This is standard practice for retailers of Pier 1's size. I have received no reply to any of my subsequent emails.I wish I had consulted BBB reviews sooner - it appears Pier 1 is no longer the retailer we loved and remembered. In fact, it seems to be something of a scam now, one that's exhausted too much of my valuable time. Again, I'm happy to return the product with a prepaid label for free shipping, but want a full refund issued to my original payment in the amount of $114.70.Customer response
05/13/2024
Pier 1 has provided a gift card for redemption via e-mail. This is not acceptable. Per my original complaint, Pier 1 policy states that it will provide a full refund for damaged items. The pillow covers were not only missing embellishments but also a misrepresentation in color. I no longer have confidence in ordering online from Pier 1 and do not wish "store credit." I want a full refund to the credit card on file.Customer response
05/13/2024
A link to Pier 1's full return policy can be found here:
**********************************************************
Please note this specific language about defective product (all caps added for emphasis):
Returns/Exchanges
If there is a mistake with your order, or items arrive defective/damages at the time of receipt, we will take care of it and work with you to find the best solution as further described below.
Defective Product and Returns due to Our Error
If there are mistakes with your order, or items arrive defective/damaged at the time of receipt, well make it right by sending you replacement parts or accessories, replacing the item OR ISSUING A REFUND. In such an event, THERE IS NO SHIPPING RETURN CHARGES.Initial Complaint
04/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On February 25, 2024, I purchased a bed frame and dresser. I received the bed frame with missing parts. I was able to located screws that I needed from **********. The dresser was deliver damaged and only half of it was received. The box that I did receive stated box 1 of 2. I never received the second box. When I click on the link that I received from pier one for tracking purposes, it states the shipment was cancelled. **** one charge my credit card and refuses to refund my money. I have not hear back from them and have not been able to locate a number for customer service. Do NOT order from the company.Initial Complaint
04/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed order# ******* on 2/18/2024 for new furniture for my home. On 2/21/24 I noticed on the Pier 1 website there was no movement or update on my order and the only way to contact Pier1 was by email. -Email sent to no-******************************** and requested an update on the order -On 2/23/24, a generic email reply from ******* stating larger items can take longer and the candle I ordered had a delivery failure and was undeliverable and I was asked if I would like to proceed. -On 2/24/24 email from pier1 for rating of ******* service -On 2/26/24 was brought to my attention that my phone purchased had used my old address. A request was sent 2x to update my address to the correct one or to cancel the order -On 2/28/24 there was no response from Pier1 on my order update and I contacted my bank under the impression I was scammed. I was informed by my bank they will investigate. -On 4/9/24 I was informed by my bank that my account would be debited the amount of the Pier1 purchase *The letter states SP PIER 1 HTTPSWWW.****** confirmed the charge(s) that was posted to your account for $1,280.92 February 20, 2024, wasn't canceled or returned according to their policy **Pier1 policy to cancel orders : Order Cancellations We strive to have all orders picked, packed, and shipped as quickly as possible because we know you can't wait to receive it! With that in mind, once your order is placed, we are not able to cancel your order. Please see the return policy for additional information if a return is still needed.**Pier1 Policy Address Changes: Address Changes Because your order is processed in realtime, we are unable to assist with any address change requests. Once tracking details are sent to you via email, please reach out to the carrier to explore if delivery change options are available to you.-On 2/23/24 and the case was opened with **** I was informed the packages were delivered to my old rental address.*To this date I still have not got my order. i'm requesting a refund.Initial Complaint
04/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Good afternoon, I purchased 2 sets of 2 lounge chairs (4 total lounge chairs) from pier one online 31 March 2024. The order number provided by Pier one is *******. I never received an automatic shipping confirmation, but reached out and they assured me (via email) the items were on the way. I did receive 2 packages from the company. However the only contents of the packages were 2 sets of legs. When I went to the pier one website to check the status off the order, it states it has been fulfilled. However, it is not fulfilled as I am missing almost all the parts for the chairs. I have been trying to contact **** one via email for days. There is no response. I can't find any customer service number or chat option. There has been no way for me to try and resolve this with the lack of customer service. I need to get this resolved, but don't know how because there is no way to contact anyone.To recap, I received 2 parts for the chairs and not anything close to the amount of parts needed to put together 4 full lounge chairs.Initial Complaint
03/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered an item from this business. Reached out to them and told them it was the wrong item and would like the right one. They emailed and said no problem send us some info (pictures or wrong item, packing lists and any paperwork it came with) and we will make it right. Havent heard from them since and any follow up emails have gone unansweredInitial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Transaction occurred 2/25/2024 Items received but not happy with the quality of product as products are not as stated on the website. The products also give off a sickening odor that is providing harm to me and my family. I have made several attempts to reach Pier1 and realize a phone number is not available. There is no way to contact a live person for support. I have attempted to reach by email at ********************************** and received no communication addressing my concern. It has been almost 4 weeks since my purchase that is $1146.79. At this point I feel like I was scammed out of my money for poor quality products and don't know what to do now. I would really like to get these items returned for a full refund. Also providing review via link to hundreds of complaints about this establishment. ******************************************************************Initial Complaint
03/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered bathroom rugs from pier one 3/5/2022 that i never received. I send many emails to them into 2023. They never refunded me or sent me the rugsInitial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I just want my package that I paid for, delivered without having to chase *** and the company that I paid for a product. I can't arrange a pick up from *** location because this company gave return to sender directions to not override. This situation needs to be fixed by getting my order to me ASAP or refund me. Thanks ORDER #******* I have been fully available and at the address to receive the order everyday. *** has never come to deliver anytime or made any attempts . They said I need to arrange with the sender which is who I am writing about now.Customer response
03/11/2024
...On Feb 27th I bought my items directly from the PIER 1 online store. The total was $37.94 even paid $13.00 for the shipping. I was home every day on March 5-8th The window they gave to deliver was 9:00am-7:00pm, none of those days did *** show up, no updates *** confirmed via SMS. tracking details said "return to sender!? who is *********? Whywould they prevent me from picking it up at a *** store, or contact me so I can get what I paid for?! I bought directly from pier 1 and since have tried to contact both,and heard nothing back from either. *** support said I had to take it up with them because "the shipper put restrictions and to contact them, since they could not override the order to send back. This has been the biggest waste of time and I just want what I bought.
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Customer Complaints Summary
306 total complaints in the last 3 years.
31 complaints closed in the last 12 months.