Free And For Me

Pier 1 Imports Home Decor

Pier 1 Customer Service – Bad Customer Service Examples Call Center

I understand there are bigger things going on in the world.  Before we were quarantined, I was already in the process of purchasing new furniture.   Since we have been at home, I ordered a dining room set from Pier 1 Imports.

I have been a Pier 1 customer for years.  I have remained a loyal customer even after one of my local stores closed its doors a few months ago.

After placing my online order, I received my dining room set within two days.  I was so so excited because it had arrived earlier than I anticipated.

Pier One Imports Customer Service Response:

After the package was delivered. My son and I began to put the new dining room set together. During this time,  I noticed that beige chairs were delivered and not gray.   I had ordered gray.  I then decided to call Pier 1 customer service.  Since we are dealing with COVID-19 they are working fewer hours.  My delivery was on a Friday so I had to wait until Monday to call.   They are now closed during the weekend.  I called at 8:00 am PST on Monday, it took over 30 minutes to get through to where the phone would dial-in. Something was wrong with their phone lines.  While I was on hold I decided to log into their chat.  After about an hour and a half of waiting, I chatted with someone.  I told them about the mix-up.  They put in for a replacement.   They even emailed me three labels for the first items I received.   During the call I asked could they offer a discount or something for my troubles.  They said, no.

After the chat, I remained on hold on the phone because I was not okay with the hard no, I received and I realized I needed another return shipping label.  I was on hold for five and a half hours.   After waiting for so long, a nice customer service representative answered the phone.  I told him what was going on.  He said he would send me an additional shipping label immediately.    I thanked him and asked about receiving a discount.  Mind you, I had placed additional orders as well.   He said, “I am sorry.  Our system does not allow us to offer discounts. You have received free shipping and that would have been all that I could offer you.”  The free shipping I received was apart of a promotion.   This is ridiculous.

Yesterday, I discovered the representative did not send me the fourth label requested.   To make matters worse, they told me to get the labels scanned at the UPS store.  I have not been leaving my home at all.  I hesitantly went to UPS only to have them charge me $5 to print the labels.  They do not scan anything.  

My purchases have been completely paid for and they are not doing anything to fix the problem besides sending the wrong items.

Here we are on Thursday, and once again I  have received beige chairs.  It is 3:30 PST and customer service is closed.   I have refused to accept the packages from UPS.

The online chat was available but after waiting for 30 minutes and finally reaching the number one slot in the queue, I was disconnected and a message appeared saying, they were closed.

I am so frustrated with this whole thing.   I typically do not share my experiences like this but since they are not taking calls at this time I decided to share my experience.