Recently purchased a wicker patio table but had to return it the following day because upon opening the box i found the attached screw on the bottom part of the table defective. At first i thought i'll live with it but after assembling the lower part the table was unstable so i ended up going back to the store. Purchasing the item was so easy (i placed an order online for same day store pick-up)... The associate who assisted me was so helpful and pleasant which i later learned that she's the store manager (jackie).. So nice that she even convinced me to opened a credit card which i often declined before. Waited patiently for me (w / my boxed purchased ready to be loaded) while i roam around the store for other stuff. Even loaded the box herself in my car while its raining and got her shoes/feet all wet because of the rain puddle in front of the store. My complaint was during the return of the table... (btw, i called first and spoke to associate anne (??).. Reported about the broken screw... Was put on hold and referred to store manager who didnt introduce her name... I repeated myself again and she said they'l replace it. Put on hold again to check if they have one on stock. Unfortunately there was none and need to order a replacement. I asked if i just need to return the defective table part so as to spare myself of the pain of carrying and bringing the whole box again. But she declined. So i loaded the whole table (thank God i havent fully assembled it yet but wasnt able to return it to its orig packaging) in the car and went back to the store. Since i cant carry the whole thing at the same time. I went in with the defective part thinking i'll ask to just get a switch and get the one on floor display. Going in, i was suprised that nobody even greeted me. W/c they wld normally do. Where in fact there were no customers (it was around 8pm) except for 1 who at that time chatting with the store manager (jackie) with all her purchases ready on the trolley and there were 3 associates at the counter. I had to wait a few mins before i asserted myself and bothered them of whatever they were doing. I was so nice and calm when i spoke to one associate and request if they can just replace the part with what they have on display... And again was refered to store manager jackie and got declined again... I was surprised that she was a totally different person compare to the one who assisted and sold me the item. This time she was so dismissive and remember not getting any word of apology over the phone from her or among any of her staff. Not even offered to help me or ask any of her staff help me get the other table pieces left in my car. I was really pissed. Going back to the car. I felt like it was my fault why their product was broken and they were rude... Finally borught all the table pieces inside and an associate (erin) facilitate the replacement order. When she was finished... I received an automatic "thank u very much, " which i i felt she didnt mean it... I'm expecting to hear "im sorry ma'am for the defective item, " or sorry for the inconvenience but nothing like that. Im a good customer and i have never ever filed a complaint to any service that i received except for this one. I feld discriminated (im an asian)... Not to mention that as soon as i turned my back. I overheard (the associate who processed the replacement order) and another associate (? Orientee/observer) chuckling... Soo rude and unacceptable. I love to shop pier1 but after the incident i told myself never to set foot again in their store except to pick-up the replacement order... Lesson learned - always opened the box and checked the item before leaving the store so as to spare ones self of the inconveniences of returning a defective item. Thank you for taking the time to read my novel... Im just to PISSED!
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