Pier 1

Now, should you want to cancel and not pay the $169 they cancel everything and the items can't be repurchased on the sale price. Of course the company could do these simple things to stay in business and have happy customers but obviously they don't give a damn. This company deserves to go out of business. How they could possibly have been successful this long us beyond me!

I also do not have children, nor have many children over, and have only one small dog that is not allowed on the furniture. However, by September of 2019, just three years after my purchase, the chairs are discolored, splotchy looking, and just warn looking. I am thinking that I should have just spend a little more money to purchase chairs from a place like Restoration Hardware that makes higher quality pieces. I purchased from a store (Pier 1) that had more affordable yet nice looking furniture thinking it may not be quite as nice, but should hold up considering my lifestyle. I have contacted Pier 1's customer service, even elevating my concerns to the manager of customer service, and each of their responses has been insulting.

They told me that a chair sitting under indoor lights can cause fading. I have never heard of this before, perhaps if a chair sits directly under some harsh abnormally strong light it could cause fading of cheaper fabric? I have had other higher quality furniture (e.g., Mitchell Gold and Bob Williams) that has maintained color and quality for 10 years now, looking as fresh and crisp as the day I purchased it. Pier 1's excuses are unacceptable.

I asked simply to exchange the chairs rather than ask for a full refund. Knowing the fading might happen again, but at least I would get another couple years of the chairs I liked so much. The style is very fitting for my house, and I haven't found another style that is similar enough. They should exchange my chairs and apologize for the low quality and poor customer service. I will never purchase interior furniture from Pier 1 again. Perhaps an outdoor pillow or bistro table if I find them during a big sale, but Pier 1 has lost me as an interior furniture customer. The quality is so low, I am better off spending a little more for something that has a worthwhile lifespan.

Chatty associate finishes chat and walks out to aisles to do something, associate checking out customer says "I will be right with you". Customer asks her another question, I am still waiting. Other 2 associates still out in aisles, paying no attention to me a customer waiting to make return. I guess customer service is not in your wheelhouse. Finally associate checking out customer, finishes and apologizes to me. Who knows what other 2 associates went off to do? Staying out of this Pier 1, Christmas shopping elsewhere.

New person told me that they have the boxes and boxes of the Christmas stuff in the back so it's hard for her to find anything right now, so she would look for it and Put it on the side for me. (The computer showed the availability). So I purchased the rest of the stuff and placed an order for a couple of cushions. I went back again this afternoon, I stood there for a while holding some returns and no one came to help, finally I went up to one of the staff members and told her the whole story. She didn't seem very interested in going to the back to look for my stuff (may be cause I wasn't her customer and she wasn't gonna make any commission on this sale). She told me, "Even though the system is showing that we have the cushions, we might still not have them, it could be the wrong count." Nobody tried to go look for them.

I asked them if they could call the Kamloops store for me, instead of calling them, she just handed me the number. Even though she wasn't with another customer. I was also interested in a throw and it was a floor model (I had seen it yesterday and also a day before when I went there with my friend). I asked the staff if I could buy that exact same one, She checked and there was nothing in the system other than that floor model one, so I was ready to take the floor model if I was given a little discount. The girl went to get the manager (who wasn't friendly at all, may be cause I was an East Indian not **), manager told me it wasn't a floor model. They had just opened it and put it out this morning, even though I had seen it there at the same spot durning my last 2 visits.

I don't understand why she had lie to me, and why didn't she want to sell it. So I just purchased a couple of things and left but before leaving the store I told the manager that I had seen that throw there a few times before so it wasn't opened this morning, but she wasn't sorry about it or anything. It was the worse customer service I have had ever experienced, I usually don't write these reviews but I didn't want other people to experience this just cause they are immigrants. People forget that we're all immigrants of Canada, and we all deserve equal respect and we don't expect this kinda behaviour from such a big company like Pier One when the most of their stuff is from the countries like India. Such a shame. :(

I was buying new tableware, including table napkins, runner, the smallest detail, so it took me probably over an hour to combine everything the way I imagined it, and then I needed some throw pillows so I left the basket with ceramic close to the register and when I came back, it was gone. I asked manager and two employees if they moved it. The manager (V something) next nonchalantly said "oh yeah, I thought a customer left it there so I put everything back." And just turned away from me. No offer to gather or help me get everything back, no apology, nothing.

For a moment I considered leaving but I've put a lot of thought and time in it, so I again got everything back. Then I found a mirror that I've been looking for a long time, and they do not let you take floor sample (even if they have two of them), so they have to order it. Once it was my turn to pay, she (the manager) turned away from me (for some reason she was mad at me), and this young kid was ringing me up. He was so scattered and had no clue what he was doing, but he was timid, so I was happy at least he wasn't rude, considering his leadership.

Another customer was standing right next to me the whole time and I was kind of uncomfortable but then she asked him what is she waiting for and he apologized and said he was going to make an order for her after he finished with me. She told him he started her order before me and she didn't understand why he didn't finish it. Then her husband said to forget the order and they walked out.

When this young man rung me up, he was going to move to another customer, forgetting my order as well, but I insisted he finish my order. He stared it on another computer and then left me finish it and moved on to another customer. The discount wasn't applying to my order so I asked them to help me, and the manager annoyingly stated "honey, that's not how it works." Very rude, disrespectful, unprofessional, unhelpful. This manager should be fired or receive some serious training.. I hope this is not Pier 1 culture, but this particular store. I am not going to this store ever again, and I do not advise anyone going there for anything. And should other locations turn out to be like this, that will be the end of my relationship with is, no matter how awesome their stuff is. West elm staff is beyond helpful, helpful and above all cultural.

For some reason they cannot do this. They need to place an entirely new order. The person I speak with tells me I need to go online and re-place the order and that she cannot do it for me. The problem is that I placed the original order with a gift card which I no longer have access to because it was a physical card (not an egift card) and I very ignorantly assumed that if I hadn’t heard anything in 4 days, the order was being fulfilled so it was safe to get rid of the gift card. Silly me! Further, the 25% I was originally given was no longer valid because the promo had expired. I call the store back and they say that corporate should have sent me a new gift card via email. I received nothing.

I call the corporate office to explain the situation. After multiple phone calls and being put on hold for 20-40 minutes each time, I finally give up and try their very responsive “Text” feature. I text the entire issue on 7/7 at 12:24pm. I re-send it multiple times before someone finally responds on 7/8 at 1:45pm. Over a full day later. When I finally do get a response, they keep insisting they did indeed send me a replacement gift card in an email. I check my junk, my trash…nowhere to be found and for some reason they refuse to email me another one. I finally get them to agree to send me the gift card number via text. The customer service rep also agrees to honor the 25% I originally received (the ONE thing they did right).

I re-place the order online for the same items and again request to pick up in store because apparently i didn't learn my lesson the first time. This time within about an hour I receive another email saying that tone of the items have been cancelled. The store leaves me a voicemail stating the same. Again, I call the store and again I’m told to call corporate because I’ll need to be re-issued a new gift card in order to place the order again. Again, I’m put on hold for 20 minutes, again I text and no one answers. I finally speak to someone and am -reissued the gift card. I call the store back and place the same order for a third time. I’m told that the items should arrive at the store within a week.

A few days later I'm told the cushion has been cancelled. As I'm about to re-order the cushion, I receive another email (the next day) telling me the cushion has magically now shipped despite my previously being told it was cancelled so I almost placed another order unnecessarily, but that was the least of my problems as I kid you not, today I was informed that the stand has now been cancelled. A week after placing the order, I'm now back at square one. The only reason I haven't cancelled the entire order yet is because I know I will again have to spend hours or days trying to connect with customer service.

I’m not someone who ever leaves reviews, I’m pretty laid back about things like this, but this experience was actually insane. The people I dealt with were not rude in any way, a couple were actually quite helpful. The process itself is where the problem lies. So to sum up for anyone thinking about using Pier 1, beware:

1) Customer service is severely lacking – unless you have hours or even days to spend trying to contact these people, you will never speak to a live person. Again, the people I dealt with were perfectly nice, but getting a person on the line was extremely time consuming.

2) Inventory - they clearly do not keep their systems updated. They allow people to purchase items that seemingly aren’t in stock anywhere and never will be.

3) If you do place an order for an item not available, expect to wait a week before you are informed that your order has been cancelled.

4) If you place an order and elect to pick up in store, don't be a rational human being and assume that if the item isn’t available in store that day, then the store will automatically have it shipped to them without getting you involved in this part of the process like any other normal establishment would. No, be prepared to have to get on the phone with the store or corporate to re-purchase the exact same items you already purchased a week ago.

5) Be prepared to repeat the exact same process multiple times while never actually receiving the item that you have wasted weeks of your life trying to obtain.

Never again.

While I got a call from the manager the next day, I was told the best solution would be for me to drive another hour back down there to pick it up. No discount offered, no attempt to ship it. I made the trip down there and picked up the item but again when I was in the store there was a lot of confusion. I'm very frustrated that the manager did not attempt to make this right and that I, as the customer, had to make the effort to drive there to get the item that was not given to me in the first place. I have loved Pier 1 in the past and even worked there for a while in college but I have to say that I don't have good feelings or thoughts about this company anymore after this experience.

When I said, "Well the table is still going to have the same dimensions," I was told products may have slightly different sizes because they come from overseas. A 16 inch difference? I don’t think so. The person was not understanding the product description had the height and width switched. After several phone calls and being placed on hold several times the best they could offer was a 30% discount to a table that had the wrong size posted on website. I will be returning table and buying a new one on Wayfair. Sorry Pier One but disappointed.

Three days later I got a phone call that only ONE of the pieces had arrived to the store. I was very upset. No one I talked to seemed to care that I had spent a large sum of money for something I still did not have. They could not find the other piece of my order, so I was told that it must have been out of stock when I ordered it. A small discount was offered on a part that could arrive anywhere from a week to two weeks still. Unfortunately I have to hang on until I get the chair because it is the only style of its kind that I could find. Still waiting to hear a response back. No one ever has any answers or they are "on a conference call". I will NEVER shop here again.

That's an issue. It's their fault the product is damaged due to poorly packed furniture then make it extremely difficult to return. On top of that, most of the furniture came and was a completely different color than what was represented on their website. When you complain about that they say it's listed on their website that colors may vary due to lighting and photography. Um...I don't think so. My iPhone captures the color in normal lighting just fine. It's more about them doctoring up the pictures to make the merchandise more appealing than sending it damaged and refusing to pick it up...much of it weighing over 100 lbs. What a business model that is, huh? All set with Pier 1. Would never even buy a napkin ring from them again.

No words no help. I chose what I wanted and browsed another hour again asking same lady for assistance who was now ringing someone out and said she'd be right with me. She again disappeared like lightning. I found her straightening shelves again. I took the hint that she didn't want to be bothered. I walked around and found her at the register ringing a gentleman out. I approached her and put my items I had wanted to purchase at her register and told her I was very unhappy with the service and that I was a Google reviewer and would be reviewing the treatment I received. She said nothing, did not apologize or attempt to help me. Pier 1 has gone downhill and I'll never order again. My card's ripped in the garbage.

My most recent experience started with an online purchase of a storage ottoman that I chose to purchase online, however when I reached the checkout screen, the shipping/handling (s/h) fee was expensive, approximately $26. I would call Customer Service (after waiting on hold for 23 minutes) for a Representative to inform me if I went into a Pier 1 store, the s/h fee would be waived. So, I did just that! I went into the Pier 1 store located in Miamisburg-Centerville, Ohio. However, the Sales Associate informed me that the information regarding s/h fee was not true. I asked her to go check with the Manager on the floor. The Sales Associate did so and upon returning, confirmed that I was correct and she proceeded to order this item for me (I do not have the name of the Sales Associate nor the Manager on the floor on this given day).

This ottoman never got delivered. I followed up with Customer Service approximately 7 days later, January 21. After being on hold for 22 minutes, I s/w Kayla. Kayla advised sometimes UPS loses shipments and that she would send out a new ottoman to be delivered within 3-5 business days. I asked her a very direct question regarding their return policy. Kayla informed me that it was easy and I could go online and print out a UPS label and leave the item at my front door for pickup.

However, something wasn't sitting right with me about this whole process. On Friday, 1/25, I decided I would cancel this shipment. I also felt that Pier 1 should have at least sent some type of email to me once this item had shipped from their warehouse (mind you, to date, I never received an email that it actually shipped!) So, I attempted on Friday, 1/25 and Saturday, 1/26 and Sunday, 1/27 to contact Customer Service to cancel this item. I could not get through to Pier 1 for 3 DAYS!!! Staying on hold sometimes for 45 plus minutes. Still busy signal the whole weekend.

Another time, after holding for 36 minutes, the line disconnected. By Sunday, 1/27, the later part of the day, I decided to visit that Pier 1 where I placed the original order and I asked a Sales Associate to assist me accordingly (I did not get the name of this Associate). The Sales Associate was not sure how to do this and proceeded to speak with the Manager, Lisa that was on the floor. Lisa originally told that Sales Associate that they could not follow up for me with Customer Service in the store. Upon this Sales Associate advising me of this information, I immediately went to the Manager, Lisa and repeated my whole story once more. She then advised that the only thing she could do is the same thing I did and just wait on hold and keep the phone on speaker in the store. After a lengthy discussion, Lisa agreed to try calling Customer Service for me.

However, she advised that the return policy was different then what Kayla had told me over the phone. Lisa advised that I would have to bring the item to a UPS store to return it. Nonetheless, I waited in the store for approximately 52 minutes before leaving. Lisa was still on hold waiting for Customer Service to pick up. Lisa agreed that she would continue to stay on hold because the store was open until 7p (Sunday) and it was approximately 6p. Lisa called me that evening to advise me she finally got through and Customer Service advised this item already had shipped and there was nothing they could do until it arrived at my door. However, she did advise that I was correct regarding the return policy and once I received it, I would call Customer Service to issue a UPS label return and I could schedule a pickup date.

This item arrived Monday, 1/28. On Tuesday, 1/29 I called Customer Service in the morning, first thing to provide a return label. It took a hold time of 14 minutes before Crystal answered. She advised me that there would be a restocking fee of 26$. I refused to pay this and waited an additional 6 minutes for her to get a Manager to approve of waiving the fee. This Manager never got on the phone personally to discuss this matter with me, nonetheless, the fee was waived.

Now, this is where it gets tricky. In order for UPS to come out and pickup your product at door, you must print out a label and schedule a pickup date. This is done through the UPS portal online. FYI, this is an ottoman that is too bulky of a box to fit in my small Nissan, Sentra. HOWEVER, you have to go onto the UPS portal and interestingly, there is very little instruction that informs you that you need an account number to do a return w/out being charged a fee. I had no account number so the fee was $10.43 for UPS to pick this product up at my door!

There are several things that are disappointing to me, but most importantly I feel is the lack of Customer Service professionalism, follow up shipping information via email or text support and honestly, why should I be charged through UPS a fee at all! Shipping/handling restocking fees, then an additional charge from UPS! I am in management myself and our philosophy at my firm is simple, all staff regardless their stature must be proficient and up to date with policies and procedures at hand! Truly disappointed with Pier 1. Before you purchase something online, beware of hidden charges if you need to return an item and very LONG waiting time!! Shame on you Pier 1!

I had to spend time disputing it with every credit bureau. Also I had to insist that they refund me the incorrectly applied late charges and interest - they weren't going to! They are a nightmare and I will never, ever do anything with Pier 1, Pottery Barn etc if it involves dealing with Comenity. They called me at all hours of the day and night too! The pain involved was sooo not worth the discount I got.

Buyer Beware! Shop elsewhere! Also, on original overpriced charge I was asked my first and last name, tel number, email, if I want ads for discounts (ha), if I want their credit card and if I want to donate to a cause. The entire experience in first purchase was long and painful. And going back and it was a rudiculous waste of time. I will never go there again. You shouldn’t either! There are much better places that will appreciate your business without ripping you off! I find it just as appalling that they really could care less about your business or how they conduct theirs!