Just a heads up for any one considering PI gear/clothing. I ordered 3 items more than 3 weeks ago and UPS has lost the shipment. Tracking has displayed out for delivery for more than 2 weeks with no status change. It’s at no fault of PI however I have left multiple(5) voicemails to submit a claim and /or sort out a remedy and no one has answered the phone during (posted) business hours or returned those voicemails. I have also contacted them via email and no one has returned my email in over a week. I have ordered from them on one prior occasion and had stellar service so I’m not sure what has happened since then but thought it worth posting. As you know once in the system emails hit your inbox every day for sales, specials, or whatever but just be aware at this point there seems to be no customer service available when an issue arises with your order.
I used to buy from them all the time but then every time I went to log in to their site, I had to reset my password. I traded emails with them and they could never sort it out. It was so frustrating that I gave up on them. I switched back to Assos (just find them on sale) and I’ve been way happier.
Pi bib pads would degrade on me so that after a year the shorts would feel uncomfortable. Visibly, they still looked perfect. I now have Assos bibs that are going on 5 years old and the pad is still performing well.
Similar problem happened to my wife. This was maybe three weeks ago. She ordered two pairs of bibs on sale from a promotion email they sent her. 4-5 days go by after order confirmation, and they cancelled her order without any communication whatsoever. The reason in the cancellation email was that it was “at customer request.” Well, it wasn’t. She goes to their website and can see the items ordered are still listed on the site as in stock, but the price has gone up.
She has left multiple voicemails on their CS numbers as well as multiple emails and not one response. Terrible (really non-existent) customer service.
I’ve had good luck with their online chat. Was able to catch a person within minutes when I had questions about their products.
Shimano owned PI for decades, but sold it to a relatively small player last year. That may explain some changes in customer service.
Just in case you were unaware, Shimano sold off PI recently. This could be related to the transition.
Chat was AI driven when I tried and didn’t cover my situation. It referred me to CS. May give it another shot next week.
Usually the best solution to these situations is to contact your CC issuer and file for a charge back. If the merchant doesn’t respond to resolve the problem they will issue you the charge back.
Agree. OP has wasted enough time and effort with no response from PI. Just contest the charges and let you CC company take care of it.
Have you contacted UPS? They are the ones who need to rectify the issue, not PI.
But it is absolutely shameful that no one from Pearl has responded. They are killing what was once a great company.
Carriers will usually only deal with the sender when packages are missing. PI’s responsibility here is to refund the order or replace the package, neither of which UPS can do.
I just filed a claim this morning with UPS after getting nowhere with PI. I was unaware the receiver was able to do this until I looked into it. They said it may take up to 10 days to respond. Will contest charges with my CC company if no remedy within that time frame. Even though I am very satisfied with my previous purchase from PI I’ll never order from them again…it’s really a shame.
Well, bummer. I’m waiting on two pieces from them, currently. I wonder if i will get them?