Business Profile

Housewares

The Container Store

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Container Store's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

46 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/20/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction was June 14, 2025 Order No is ************ Item Description is Clearline Large Shoe Drawer Number Ordered is 12 Price is $11.99 each I had ordered and received 16 of these shoe boxes a week or two before and they were perfect. I decided to order 12 more. When I unpacked the new order I found that the adhesive on the labels had melted so there was glue adhering to the front of the box. Please understand that these are not small labels-they cover the entire front of the shoe drawer. My experience with removing that type of glue is that you may get all the glue off, but particularly on clear plastic the surface is marred. I called **************** and a very surly *** told me there was nothing wrong with the product and I should go buy some goo begone, that they would not ***lace the product because it was summer and all the labels would be melting, that if I wanted to return them I could take them to the store myself since they in no way facilitate returns with shipping labels etc. Since I will be 76 next month this is not an option for me.She can claim there is nothing wrong with these boxes, but she is wrong. The labels on the boxes were made to peel clean. How do I know? I received 16 of them a week or so before that peeled ************ say that its summer and all the labels are melting is both rude and ridiculous as a customer service response. These are not Mallomars or Hershey bars, which by the way manage to ship year round.
Business Response
Date: 06/23/2025
Hello,
We apologize that part of your order was not received as expected. If you can place the boxes back in the box, we will have Fed Ex come get those and once received we will refund back to the original tender. Fed Ex has been scheduled to pick up tomorrow.
Customer Answer
Date: 06/24/2025
This is a great response but they scheduled Fede pickup for today and I am not home. I will be home tomorrow.
Customer Answer
Date: 06/27/2025
I am rejecting this response because: The proposed resolution is acceptable but they have failed to execute on it. They claimed that ***** would pick up the boxes on Monday; it is now Friday and they have not been picked up. I checked with ***** and was told its because The Container Store failed to put in the instructions that would have created the return label. The boxes are sitting in the package room of my building.
Business Response
Date: 06/27/2025
Spoke with Fed ex and they attempted to pick up on 6/24 and there were no packages at the apt door. Fed Ex will come out on Monday 6/30 and pick up from the mailroom.
Business Response
Date: 06/27/2025

We have scheduled another pick -up via Fed Ex for Monday 06/30/2025 between 9-6pm we have asked that they pick up packages in the mailroom. Labels for the 3 packages have been emailed to customer to attach to the boxes. We apologize for any inconvenience.
Customer Answer
Date: 07/08/2025
The Container Store picked up the merchandise by ***** 12 days ago but has yet to refund me my money.
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order that ended up being split into a few diff orders due to stock issues. One of the divisions of the order was canceled, and refunded the price of the items, but not the shipping fee ($21.25) which was for the entire order. I was able to place the canceled portion of the order again over the phone for the same price as originally paid, but realized after the phone call that I was charged another $10 for shipping. Making the total amount over $30 for shipping. To see what would happen, I put all the same items in my cart and went to checkout to see the price, and the shipping was ~$17, so I not only paid for shipping twice, but paid twice the amount I shouldve even been charged. I contacted them and explained the situation, asking for a refund of the new shipping charges, or a partial refund of the original charges. They werent interested in investigating or resolving the issue and emailed simply we cannot refund the shipping charges, sorry. I want a refund for the 2nd shipping charge of $10, bringing the total for shipping back to the original amount I was aware of paying at the time of purchase. I think its fair and reasonable, and I dont know why Im pushed to file a complaint instead of just being helped to begin with, but all Im seeking is a $10 refund for the doubly charged shipping fee. Thank you
Business Response
Date: 06/06/2025
We will refund the shipping fees of $10.40 from the customer's last order ************* once it ships.
Customer Answer
Date: 06/13/2025
I have reviewed the business response and accept this resolution, although its not a good look for their customer service that they only respect a customers complaint when their ******************** rating is in jeopardy. In retrospect, maybe it wasnt worth my time over $10, but it was the principle of it.
Initial Complaint
Date:05/23/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello!So I got a container store email today and I was hoping to use their 30% off everything to purchase a bathroom organizer by Umbra -I checked their exclusion page and Umbra is not included but when I called to ask about it they sale it is included in the exclusions.its not on the page and so the website kind of feels broken and not updated and misleading - hoping they fix it for others. and or let me use the discount
Business Response
Date: 05/28/2025
We apologize for the issue in trying to purchase during our 30% off sale. I left a message on customer's voicemail to call me, and I would be happy to process the order and provide the 30%.
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******* purchased at the container store setup rated and ruined all of my clothes. Tens-of-thousands of dollars of clothing ruined.
Business Response
Date: 06/03/2025
We have filed a claim, and it will be tendered to the manufacturer.
Customer Answer
Date: 06/03/2025
I am rejecting this response because: I require compensation and a timeline for reperations.
Initial Complaint
Date:04/27/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been a loyal customer of ********************** for a long time, but unfortunately, my recent experience was extremely frustrating. Ive noticed that about 98% of the time, my orders arrive with broken items, almost always due to inadequate packaging.Most recently, I placed a $500 order that included four 4-tier acrylic stacking shelves. After fully assembling one of the units, I discovered that the last shelf pulled from the box had a large crack at the end. I emailed The Container Store with a photo, requesting a replacement shelf since I had already put the entire unit together.Instead of handling the issue through email (as they have done in the past), I was told I had to call. After spending 30 minutes on the phone, I was told I would have to disassemble the entire unit, repackage it (at my own time and expense), and ship it back all for a single broken shelf.This process was not only extremely inconvenient, but disappointing given that The Container Store has, in the past, replaced damaged items without making it so difficult for the customer. After this experience, Im hesitant to shop with them again. For the amount of money spent and the frequency of damaged products, it should not be this hard to get a simple replacement for something that arrived broken.
Business Response
Date: 05/13/2025

We are so sorry your order did not arrive as expected. I am showing a replacement 4 Tier Lux shoe rack was sent out on 4/25/2025. Please let us know if we can be of further assistance.
Customer Answer
Date: 05/13/2025
I have reviewed the business response and accept this resolution. It just took way too long on the phone with customer service to resolve the issue when past issues have been handled quickly over email. With life being so busy no one has an extra 40 minutes to be on the phone to resolve something that was out of their control.
Initial Complaint
Date:04/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is filed due to The Container Store failing to fulfill my order ************ after weeks of receiving payment. Attempts to contact them are scarce, rarely can receive a call back or successfully connect to someone via live chat. No confirmation email after purchase was sent, I contact The Container Store after nearly two weeks without any correspondence from the company. I am told they will contact a supervisor and cancel the order within 24 hours. This was a lie, after two days I call customer service again for any news. I am told "this was a drop ship order, we do not know". They have failed in every aspect to fulfill my order and refuse to cancel it. Weeks later, I still have received no goods from the container store.
Business Response
Date: 04/04/2025
Left message for customer to call us with her credit card number so we can refund her for her purchase. We apologize for the delay in receiving her order.
Customer Answer
Date: 04/07/2025
I am rejecting this response because: ****** was used for the purchase. I tried calling back to no avail. Please refund the ****** transaction.
Business Response
Date: 04/07/2025
We have issued a credit for ****** back to the original tender paid with (******)
Initial Complaint
Date:02/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an **** gift wrapping organizer last month but it didnt come with clips to attach to my Elfa cart (which I bought from Container Store about 5 years ago and the clips broke within the first few months of ownership, so Ive been unable to use it unless I used tape).I called customer service multiple times (at least 4) and each time, after being put on hold for extended time, they said they would send me replacement clips. I never received any of these clips and had to continue calling back until I finally received them, but they were the wrong clips. I called back again a few days ago and they promised to resolve it and said they would call back, but I havent gotten a call or email back. I also followed up with an email containing pics of the incorrect clips and still no reply. I am at the end of my rope after spending countless hours on the phone with them with no resolution in sight. And I cant use my expensive wrapping paper cart without these inexpensive clips.
Business Response
Date: 03/10/2025
Hello, we are placing another order with our vendor to see if we can get replacement parts for the cart. Unfortunately, since the cart was purchased in 12/2019 we are unable to replace the cart.
Initial Complaint
Date:01/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a pick-up order on December 27, 2024 and received notice the same day that my order would be delayed. I tried contacting Container Store on January 2 and January 3 for updates but customer service was not willing to help me track the process of my order or give me any updates. The only response I got was to call the store. Why would Container Store not be able to figure the orders out for themselves? They own all of the stores. There is no option online to request to cancel the order or to get a refund. It is January 15, 2025 and I have no pickup date.
Customer Answer
Date: 01/21/2025
From: ******** ****** <**************************>
Sent: Friday, January 17, 2025 3:38 PM
To: Complaints <*************************************************************************>
Subject: Re: Complaint Transfer for Complaint Number:22817899

Hello, I would like to withdraw my complaint for the following case below. Thank you!

Complaint Number:22817899

Business Response
Date: 01/21/2025
We have issued a credit of $22.22 back to the original tender. We apologize for the delay in receiving your pickup order.
Initial Complaint
Date:12/29/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to you about an unfortunate and frustrating experience I am having with my local store in *******, *************. On December 9th I purchased a large order. I made three separate purchases. One ordered totaled ******* and one was ******. On 12/22 I returned everything. I know the return was overwhelming and I had a large amount of items and boxes. After getting my refund I mention it didnt seem right. I said I should be getting more back. I had wanted a list to check everything with but was told that wasnt possible. I couldnt get any print outs of what I had bought. It took a while and going over it again one by one would have taken a while. The next day I was able to look at everything I bought and compare it to what was returned. I noticed certain items were not returned correctly. Instead of 7 of one item only 4 were scanned. Instead of 12 of another item 10 were only returned. And there were two other errors. In total the amount missing that should have been refunded to me was $*****. I called the store that evening and was basically told there was nothing that could be done my items were put away. I was told there was no way to prove anything and I would not be refunded anything else.First off I dont appreciate being treated poorly and basically being told I am lying and didnt return the items I know I returned and was charged for. Im not going to be blamed because something was not scanned correctly or was not there to begin with.I paid for 12 16 shelf dividers and only 10 were returned. They are 7.50 each I paid for 7 60 hang standard platinum and only 4 were returned. They are ***** each.I returned 11 16 left bracket covers and only got credited for 10. They are 1.95 each.I returned 13 16 right bracket covers and only got credit for 12. They are 1.95 each.After tax the total is ***** I have receipts if needed to show what I purchased and what was returned.
Business Response
Date: 12/31/2024
Our Store Manager ***, reached out to the customer last week to say we would honor the refund and then emailed again yesterday to reiterate that we can indeed process the refund. The customer has an order here to pick up so we said we could do the refund when she came in. Some of the return is processing as a merchandise credit and we need her physical credit card to ensure the refund correctly goes back on to her chosen credit card. We have not heard from her yet.

Customer Answer
Date: 01/01/2025
I have reviewed the business response and accept this resolution. I received my refund today. Thank you.
Initial Complaint
Date:12/23/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The container store website did not take me to a confirmation screen after clicking place order. I also did not receive a confirmation email right away. So I ended up placing the same order twice thinking that the first one didn't go through. The INSTANT I realized I placed two orders, I contacted customer service, literally within 10 minutes of placing both orders. I simply wanted one of the orders to be cancelled. **************** tells me that the order is already in the shipping process, even though only minutes have gone by. I expressed to them that I have no way of bringing these boxes into the store to return them (they said I either have to return them in store or pay to have them returned) I feel like this is predatory in that the website didn't function correctly and is in turn forcing me to pay to return items that I tried to cancel immediately. They claimed that the orders we're already in the shipping process when there is no way that could have been the case with how fast I contacted them. The confirmation email was also sent to my spam folder making it even harder to find.
Business Response
Date: 12/23/2024
We have reached out to the customer and advised we can send a call tag for him to take to *** Ex to send back to us free of charge.
Customer Answer
Date: 12/23/2024
I am rejecting this response because: It sounds like I have to bring the boxes to ***** to return them. The boxes are huge. I have no way of transporting them there, which is why I asked to have it cancelled in the first place, to avoid this mess.
Business Response
Date: 12/26/2024
Contacted customer and left a voicemail for the customer to call me for more information in setting up a ground pick up

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The Container Store is NOT a BBB Accredited Business.