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Dear Sir or Madam:



On Sunday, July 20th 2014, I purchased the Serena 5-Pillar Holder ), as a housewarming gift from your Pier 1 Imports location at 3550 State Rd 38 E Lafayette, IN 47905-5121, Store #568. I was assisted by the store manager, Liz, and checked out by another store associate. The item was not wrapped properly in paper, but placed wholly into a store bag.



Leaving directly from the store to the housewarming, upon arrival I noticed that one of the large glass cylinders and one of the small glass cylinders were cracked, the larger having a large chip, as well.



I returned to the store on Monday, July 21st 2014 and approached an associate and explained the situation, asking her about the possibility of purchasing replacement cylinders. She informed me that she would check, as the one I purchased was the only one in the store. I let her know that I would browse and await her answer.



She approached me the first time and told me that she needed to speak with Liz in order to approve another Serena 5-Pillar Holder being shipped to the store. At that time, Liz approached the counter and I explained to her the situation as well. She apologized and mentioned that she couldn�t believe it was wrapped, as it was your policy. I informed her of my request to purchase replacements as I understood that sometimes accidents happen and as I am a very frequent customer at that location and never had a problem before this. The associate then told Liz that they were checking on replacements and I let the counter to continue browsing.



A few minutes later, the associate approached me and informed me of their inability to order replacement cylinders only as we walked back to the counter. I asked if there was anything in the store similar that I might possibly use, and that is when the associate said that Liz told her that, ââ?¬Å?there was nothing further they would do to assist me, as I probably just dropped the bag and broke them myself.ââ?¬Â? and was, ââ?¬Å?trying to get something for nothing and attempting to get one over on them.ââ?¬Â?



Upon hearing this, I was outraged at having been accused of such a thing after offering to purchase the cylinders; never did I ask to exchange the item. I let her know that, had I dropped the bag as I was being accused, wouldn�t all the glass been cracked, if not broken? And requested to speak to Liz personally regarding this matter. She left and returned shortly, informing me that Liz was assisting another customer but had, again, reiterated the she said they would do nothing to assist me and I was wasting my time.



At this point, I was not only extremely insulted (as these conversations were held in front of other customers), but humiliated at being accused of outright lying about what had happened. I was asked for the receipt, in which I again informed her that I had not brought it with me as I had not intended to either return the item, or exchange it and had not asked for either. She said that Iââ?¬â?¢d, ââ?¬Å?be waiting for a whileââ?¬Â? if I intended to wait to speak to Liz.



I was almost in tears at their treatment, asked for the cylinder back which I had brought to the store with me to show them, and told her that I was insulted, humiliated and hurt and wanted nothing more to do with them.



I have been both a loyal and frequent customer of Pier 1 imports for the past 15 years, having purchased two sets of outdoor furniture, as well as numerous gifts and home d�©cor items and am appalled at being treated in such a disgusting and disrespectful manner when I was nothing but kind to both of them, and trying to be understanding about the item not being wrapped, as this was the first time anything like this had happened. I can not imagine that your store manager would have the authority to, not only mistreat your customers, but to humiliate them and refuse assisting them.



Please understand that, as the reader of this letter, I know that you are not responsible for what happened, and I do not want to come across aggressively to you in any way. I am just thoroughly upset by this occurrence and would really appreciate your response and, hopefully, a means of resolution.



I appreciate your time and assistance.


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