ComplaintsforPier 1 Imports Online

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Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
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.
Initial Complaint
02/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased 2 dressers and 2 nightstands on January 24, 2024 totaling $1,300. One dresser never arrived and per the *** tracking #, it was returned to the sender in **********. I have sent numerous emails to support ************************************ inquiring about the status of my order, but have not received a response. I am requesting a full refund of $650 for the dresser and nightstand since these items were supposed to go together. This has been a very stressful and time consuming issue and I would appreciate it if this could be resolved quickly. Order #******* *** tracking #1Z83F5V40361049721
Business response
03/05/2024
To whom this may concern,

A refund was processed for the item that "returned to sender" in the amount of $480.11 as of 3/2/2024.

Please let us know if there is anything else we can assist with.

Cheers,
Initial Complaint
02/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This chair is not fit for use as advertised. Notified Pier One 1/17h with a complete statement of the issues of this product, including that it cannot be used as a chair, and requesting a refund, and return shipping. To date have not received any reply.ORDER NO ******* 1/10/24 Upholstered chair with lumbar pillow
Business response
03/05/2024
To whom this may concern,

We have confirmed that this customer's order was processed for a refund as of 2/20/2024 and have notified the customer.

Please let us know if there is anything else we can assist with on this.

Cheers
Customer response
03/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
02/01/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Struggling to believe this even happened.I made an order at Pier1 online, and then quickly realized I'd clicked the automatic entry for an old address. I searched for a 'cancel order' button.There was no 'cancel order' button.I clicked on 'help'. Apparently, you can only get something resolved by writing an email to customer service. So I did so, explaining that they had the wrong physical address for both billing and delivery, and both should be [New Address].A day later, I receive a message asking if I want to change the address and if so, to what.I kid you not.I reply with correct address again.Twenty-four hours pass again before I see another reply.They ask me to confirm with my phone number.I do so.Of course, they haven't put the order on hold at all. In fact, if I didn't know any better, I'd say they were deliberately dragging their feet. Sure enough, after days have passed, they say gosh! My order is already headed for the other end of the country and what a shame that there's nothing they can do about it.Note that I wrote to them four MINUTES after clicking the 'order' button.By removing the ability to cancel an order by yourself and then ensuring that you can't reach those you'd need to help you cancel or redirect an order, they create an intentional roadblock to ensure that once they have your money, you're never getting it back. I used to love this store, but Pier1 just stole ~$300 from me. Hopefully, others will see this and not make the mistake of trusting them.
Customer response
03/02/2024
Received basically the same message again on February 28, 2024, several weeks after reaching out:

Hi there!

We sincerely apologize for the delayed response, as we've been working hard to respond to an unexpectedly high volume of inquiries at this time.

We appreciate your patience and truly understand the importance of your request to change the shipping address for your order. After a diligent attempt, we regret to inform you that we were unable to modify the address in time.

Here's the tracking summary for your reference: Your Pier 1 Purchase #*******

Please accept our sincere apologies for any inconvenience this may have caused as we understand how crucial timely updates are.

As a gentle reminder, we'd like to highlight that, unfortunately, we cannot guarantee address modifications or cancellations once an order is placed. Additionally, we kindly request you to note that we are not responsible for lost or stolen packages once they've been delivered to the address provided during the order placement.

We truly value your understanding and are here to help with any other inquiries you might have. If you need further assistance or have additional questions, please don't hesitate to reach out.
Business response
03/04/2024
To whom this may concern,

While we strive to ensure excellent service to all of our customers, we quite literally can't do much once the order has been placed as the information is immediately dispersed to either the warehouse OR to the supplier of an item that we may NOT have at our warehouse.

We CLEARLY state in our store policy that there can be NO MODIFICATIONS OR CANCELS ONCE AN ORDER HAS BEEN PLACED. This is displayed on each product display page as well as during the checkout.

Furthermore, as the customer stated, the address was AUTOMATICALLY entered. This is a feature available on computers, laptops and phones of which we as a company do NOT have control over - we do NOT have the ability to update/change/edit a person's order as they're placing it, and we are NOT liable for when the address entered isn't the one intended by the purchaser.
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a gift card for $50 that clearly states no expiration. They are not accepting my card. I want my money back or a store credit. ***
Business response
03/04/2024
To whom this may concern,

Our company, Pier 1 Imports Online, ***** is now one of the initial online retail businesses under the Retail Ecommerce Ventures LLC family. While we would love to honor all legacy gift cards, we want to be transparent and inform you that we are unable to do so at this time.

During the final liquidation of Pier 1 Imports, we do not have access to the specific provisions made for the discharge of debts, liabilities, gift cards, and other responsibilities. As a result, we regrettably cannot honor legacy gift cards.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. However, we want to assure you that our vision is to provide an exceptional shopping experience, focusing on the quality and feel of our Pier 1 brand. We are dedicated to building valued relationships with our clients, and we aim to exceed the standards of quality and excellence that our customers deserve.

However, under these circumstances, we've approved for THIS customer to receive a 50$ store credit gift card. They should receive this via email and can use it immediately.

Customer response
03/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
01/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/30/2023 I ordered two pictures , ORDER #*******, and spent &199.65.On 1/10/2024 I emailed ( I have receipts), to return the items in this order as they did not fit. I have not heard back at this time. I have emailed twice with no response. There is no customer service number to call.On 12/17/2023 I ordered several pictures, ORDER #*******, and sent $369.44. On 12/30/2024 ( nearing 4 weeks prior) I emailed ( I have receipts), to return two of the items in this order as they did not fit (one of the hazy day pictures and the calming sea picture. I have not heard back at this time. I have emailed twice with no response. There is no customer service number to call.Can you please help me with this refund? I am unable to connect with customer service despite several emails with no number to call.
Business response
02/01/2024
To whom this may concern,

We apologize as there was not any email inquiries from this customer that we could find/locate. We've since reached out to the customer to confirm which items they'd like to return so we can process their refund and resolve their issue.

Cheers,
Initial Complaint
01/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My sister purchased a Christmas gift for me. The gift was broken when I opened it. My sister reached out to them including photos of the broken items. The response from Pier One was that this needed to be reviewed by a committee. We just need a postage paid return label and a refund. My sisters name is *******************************. This is the name the order is under.
Business response
03/04/2024
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next 7-14 business days.

Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.
Initial Complaint
01/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered one item, the website suggested a second item, which I clicked on to see more. It then must have added it to my order as well as the bill. I could not reach them to cancel it. Order was placed 12/22/23. Order and both items were delivered with limited info on how to return them. Following the info ?? filled out a form online. Several times. I heard nothing back. This is two weeks now. Please help. No contact number. No replies from their email.
Business response
02/01/2024
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.

Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying to find something to purchase using a gift card gifted to me and my husband as a wedding gift. I struggled to find something affordable on the site, however that is not the issue. After completing my information part of the site, and being unsuccessful in processing my gift card, I looked up elsewhere that they are no longer accepting gift cards after a change of ownership. I have been a pier 1 customer for 25 years, when I could afford it! Im discouraged that their new ownership will not honor a gift card before they took control of the company. I just wished to use my gift I received, and was annoyed at the time I spent. No wonder this company closed most of its locations.
Business response
01/24/2024
To whom this may concern,

After reviewing this case, what we can do is offer a new $25.00 gift card that can be sent directly to this customer's email address.

We've also reached out to this customer as well with instructions on how they can claim their gift card.

Let me know if there's anything else I can assist with.
Initial Complaint
01/02/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I understand the Pier 1 Imports store went out of business. However, I was issued a store credit which has a balance of $87.85. I attempted to use it online, and was unable to do so. I contacted the online *********** via an email, and was informed via an automated response that they would not honor my store credit because they have no way of tracking the balance. I feel this is unfair because it is not my fault that the store closed down. I would like to receive some type of reprieve or compensation. I responded to the email stating my frustration, only to receive a duplicate automated response.
Business response
02/01/2024
To whom this may concern,

What we can do here is offer a store credit of 50$ in the form of an electronic gift-card.

We've provided details to the customer and they're able to use the credit immediately.

Please let us know if there's anything else we can assist with.

Customer response
02/01/2024
Thank you for the response, and I truly will appreciate the $50.00, electronic gift card, but my refund requested was in an amount close to $90.00. I would like another gift card to accommodate my full loss. V/r, Thank you.
Customer response
02/01/2024

Complaint: 21086396

Thank you for the response, and I truly will appreciate the $50.00, electronic gift card, but my refund requested was in an amount close to $90.00. I would like another gift card to accommodate my full loss. V/r, Thank you.

Sincerely,

*********************************
Business response
02/08/2024
To whom this may concern,

While we do our best to serve our customers - we aren't able to offer any more store credit than the original amount.

We understand that this isn't the resolution you were seeking, and we sincerely apologize.
Customer response
02/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************

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