Complaints

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

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• 

  The Container Store

  500 Freeport Parkway Coppell, TX 75019

• 

  The Container Store

  4601 Creedmoor Rd STE 100 Raleigh, NC 27612

• 

  The Container Store

  10400 W North Ave Wauwatosa, WI 53226

• 

  The Container Store, Inc

  6521 Las Vegas Blvd S STE 2019 Las Vegas, NV 89119

• 

  The Container Store

  629 Sixth Avenue New York, NY 10011

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:12/13/2024

  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.

  On 5/27 I purchased a number of Flambeau plastic containers with dividers from The Container Store. The order was never fulfilled. Each time I called, delivery was postponed. There has been no reasonable explanation as to why this is happening. Their website still accepts orders for this product. I have spoken to ******, who is trying to be helpful, but is not being given any rational information from her buyers. As a courtesy, she offered me additional plastic containers which also have never been fulfilled. I do not want a refund, I want the product.

  Business Response

  Date: 12/27/2024

  Unfortunately, we no longer carry the items the customer had previously ordered.  They have been discontinued.  The customer's order was cancelled, and she was not charged for her order. 

  Customer Answer

  Date: 12/27/2024

  The item was still being advertised on their website well into December, while the original order was placed in May. I did receive an email on 12/23 indicating that they were filing for Chapter 11, so I expect the truth was they never paid the vendor, and the vendor refused to ship the items. 

• Initial Complaint

  Date:11/19/2024

  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.

  Order#************ I placed an order to my handicap brothers apartment for three sterilite containers amounting to $53.53. He is a kidney failure patient and I was advised by his doctors to get three containers to place his dialysis equipment in. The process time to ship these containers are ridiculous firsthand. I never received an email that it was shipped it out with any tracking number. All of a sudden I get an email the package was delivered. My brother is a handicap paraplegic and he lives in a apartment building. You have to go through the security guard first before entering his front door residences. No package was delivered to him. We called the front desk and they confirmed no package was left for him but yet the ***** claims it was signed for. He's handicap and paraplegic he can't sign for anything. This is the first time I've ever used the container store and the customer service is horrific. I called and spoke to an agent that claims they can't issue a reshipment or can't even refund me I would need to call my bank and dispute the charge. Ive never dealt with something like this before. I have no order history with the container store first time ordering and you would think they would be courteous being a first time purchase. But no help whatsoever. No package was received to the apartment. I want a refund issued back to my original form of payment for the total amount of $53.53.

  Business Response

  Date: 11/21/2024

  We have issued a credit for $53.53 back to the original tender.  We apologize for any inconvenience this issue may have caused. 

  Customer Answer

  Date: 11/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/06/2024

  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.

  On October 26, 2024, I called The Container Store to speak to a designer about ordering a custom closet for our home. We spent over an hour designing the closet, and when we were ready to place the order it would not allow the order to go through. The designer realized that she designed the closet using a line that had been discontinued (Elfa Decor). She informed me not to worry as she could upgrade the closet to the new line (Elfa Decor+), but was going to honor the original price. I asked multiple times, and she confirmed multiple times, that upgrading would not increase my price. When she finally had the closet design recreated in the new line (Elfa Decor+), the price it was showing in my cart was substantially higher, and she refused to offer the additional discount to match the original price that I was promised. It took multiple calls, and multiple hours of my time on the phone to get the design recreated in the Decor+ line. I attempted to speak to several different people, and no one was willing to honor the original price that I was ready and prepared to pay when I first called on October 26. The increase in cost for me would have been almost $2,000, that I was promised multiple times would be discounted off my final purchase price. It was with this expectation that I patiently waited for the designer to figure out how to transfer the design into the new line, instead of immediately looking for more affordable alternative solutions. This cost me several hours of my time, and delayed our closet installation multiple weeks. I feel that as a reputable business, The Container Store should simply honor the pricing that was verbally promised to me multiple times by their professional designer, and am extremely disappointed that I even have to spend more time and energy filing this as a complaint through BBB instead of The Container Store just doing the right thing and offering the discounted price that was promised from the beginning.

  Business Response

  Date: 11/13/2024

  We contacted Mr. ***** on 10/26 and again on 11/1, confirming that our specialist would attempt to alter/reduce the design to reflect the original dollar amount of the original design agreed to between TCS Designer and the Mr. ************ Initially, Mr.Blairs original designed with a discontinued closet line valued at approximately $4,500.  Due to the discontinuation of the product, we were not able to fulfill Mr. ******* original order/design. To accommodate this, our specialist created a design with the available, more expensive, product, which came to a total cost of $10,501 (before discount).We initially offered ******** a discount of 35%, bringing the total cost down to $6,825.00.  We were unable to match the price of the new design and product (Elfa Dcor Plus)to the price of the original design and product (Elfa Dcor) due to the significant difference in material cost.  Due to this, we offered ******** an additional 5% discount for a total discount of 40%, bringing his total down to $6,300.60.

  Customer Answer

  Date: 11/13/2024

  I am rejecting this response because:   The response is not satisfactory, and the numbers they described are not accurate.  They did not "offer" me a 35% discount - the entire site was on sale for 35% off during all of the initial discussions and design process.  Pretending that an ongoing sale, available to every customer was some form of resolution is laughable.  The $4500 value of my "original" closet design, was the sale price, but the numbers they described for the "new" cost are the retail costs...  very very misleading response!  They offered me only a 5% discount on the new design/increased price, which was still almost $2,000 over what I was told I would be paying for the closet before I spent hours on the phone with the designer while she painfully slowly migrated the design into the new line.  If she had told me it would cost $2,000 more for the new product I would have hung up the phone right there, but she lied, and misled me about the pricing until the very end when the truth came out that the company never had any intention of honoring the original price.  I lost valuable time, and my project was significantly delayed because of these dishonest people.

• Initial Complaint

  Date:10/09/2024

  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 file a formal complaint against The Container Store due to repeated issues with my custom Elfa closet order (#************) placed on September 19, 2024. I have encountered numerous problems, including receiving incorrect shelving twice, delays, and poor customer service, which have yet to be adequately addressed.Summary of Events:Initial Issues: Upon delivery, I discovered that the shelving was incorrectly cut to 16" x 18" instead of 12", and the three of the four drawers were missing.Replacement Attempt: On September 30, 2024, I contacted The Container Store to report these issues. A replacement order was arranged, and a ***** pickup was scheduled for the incorrect shelving. I was assured by customer service that no return label was necessary. However, ***** refused to pick up the shelving twice due to the lack of a label.Return Labels Received: I was finally sent ***** return labels on October 7, 2024, so that I can return the incorrect shelving myself.Incorrect Shelving Sent Twice: To my frustration, the replacement shelving I received on October 3, 2024, was also cut to the wrong sizeagain 16" x 18" instead of 12". This has left my closet incomplete and unusable,Request for Refund: Due to the significant delays and inconvenience, I requested a refund for the cost of the shelving. However, customer service stated that they could not provide both a refund and replacement, even though they have twice failed to send the correct items.Resolution Sought:I am requesting the following: Immediate delivery of the correct shelving (cut to 12" width) that I originally ordered. A refund for the shelving due to the repeated mistakes, delays, and the inconvenience I have endured.I believe that my repeated attempts to resolve this issue directly with The Container Store have been ignored or inadequately handled. I am seeking assistance from the BBB to help ensure that this matter is resolved fairly.

  Business Response

  Date: 10/11/2024

  We are so sorry that Ms. Daley had to experience receiving shelves that had not been cut as requested.  I have placed a new order for 7 shelves and have communicated with our warehouse manager to ensure these are cut correctly.  I have also issued an e gift card emailed to Ms. Daley for $50 to use at any time toward another purchase. 

  Customer Answer

  Date: 10/16/2024

  I am rejecting this response because:  I have finally received the correct shelves. However, I am extremely disappointed in the condition that the box was received in. This shows a continued lack of care in not only ensuring that customers are receiving the correct product but that their products will be shipped in a manner that prevents damage to the products purchased. Thankfully there was no damage to the products received. I am unhappy with a gift card for only $50 considering the continued issues with receiving the correct order, the length of time it took to come to a resolution and the condition of the box received containing the correct shelves. You have lost a customer who intended on using the ELFA closet systems throughout their home.

  Business Response

  Date: 10/17/2024

  We are sorry that the box received was not in the condition you expected.  The boxes are shipped in good condition.  However, during the shipping process with Fed Ex, boxes sometimes may arrive in a different condition.  We are pleased that your shelves were not damaged.  

  Customer Answer

  Date: 10/17/2024

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:09/14/2024

  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.

  Made an order on accident and immediately sent a 2 messages saying to cancel the order. Message is completely ignored and they charge me. They then take 2 days to ship. This means they had 2 days to see my message and cancel the order. Their site does not have options to cancel by yourself and they say to contact them via the messaging feature. But they ignore the messages sent. This site has to be a scam.

  Business Response

  Date: 09/20/2024

   

  ************** placed an order online with us and there is a small window of time to cancel before the order processes.  We suggest customer call us instead of email so we can try to cancel the order.   A credit of $34.15 has been issued back to the original tender.  We apologize for any inconvenience this issue may have caused. 

  Customer Answer

  Date: 09/20/2024

  I have reviewed the business response and accept this resolution. I would suggest updating your contact method as you place the written communication before the phone number which to me, implies that messaging is the preferred method.

• Initial Complaint

  Date:08/31/2024

  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 am reaching out about my recent experience with The Container Store (TCS) in *************, **, which started in February 2024 and has been very disappointing and frustrating. After spending $18,000 with TCS, we encountered numerous frustrations and multiple delays, extending what was supposed to be a two-month project to six months. We are extremely dissatisfied with their services, particularly creating a custom closet.Throughout the process, we expressed our complaints and concerns. ***************************** (the district manager) assured us that she would take care of us. However, the only compensation offered for their mishandling and errors on an $18k project was a $500 balance credit.During the six months, we faced numerous issues that were consistently ignored and disregarded by ********, including:- The promised designer was not present on the installation day - Delays in receiving parts and installing - Our project designer quit without notice, and TCS did not inform us or provide an alternative contact - TCS fired our installer during the project after months of working together - Broken or damaged parts were delivered - Management did not return our calls Most importantly, the designer who measured our space made numerous errors that prevented the installer from proceeding with the project. We discovered that TCS no longer sends contractors to measure the space and verify the layout to cut costs. Instead, they use in-house staff who lack the necessary expertise, resulting in significant errors that derail costly projects.We chose TCS for their promised services, but they failed to deliver. This has been a deeply disappointing experience. We would have been better off working with another company. I strongly advise against doing business with TCS, based on manager ********'s response and the overall experience.

  Business Response

  Date: 09/05/2024

   

  We have worked with the customer and resolved all outstanding issues and provided a $500.00 deduction off his final payment.

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service 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.

  On July 8th I made an order on their website. I chose to pick up in a store. When I clicked Place Order button, the full amount was $697. However, in the order confirmation email the full amount changed to $775.92. And instead of store pick up, it shows shipping to my billing address (not where I want it). I immediately tried to contact their customer service. Nobody answered the call and nobody replied my email. They also dont offer a choice to cancel order on their website. So I had to call them the second day morning. They told me the order is not able to be cancelled and not able to change to store pick up. I had to ask them to ship to the correct address. They told me they will contact ***** to reroute. I contacted them many times to confirm that. However, they did not contact *****. Today I received my order (which includes many heavy packages) in my billing address. Im very disappointed about the container store. First, the total amount increased after I placing order. Second, they changed shipping methods. Third, they do not allow any cancellation after placing order, even though it is a wrong order. Last but not least, the customer service people are not really trying to help. They did not do what they promised to do. In the end, I paid $30 shipping fee to receive my order in a wrong address.

  Business Response

  Date: 07/12/2024

   

  Spoke with customer and explained that the original amount shown was before taxes.  We also issued a credit to the original tender for $30 (shipping) that was charged.

  Customer Answer

  Date: 07/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/21/2024

  Type:Product 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.

  Requested refund for defective item 10 mins after delivered. Was told ***** label would be provided and item picked up. It was and was delivered back to them on June 6th. I have email at least 5 times and chatted twice . Was told ten days to refund/inspect. Has been more. They will not answer any emails. There has not been a refund . Nor has afterpay, my method of payment been contacted. I postponed the 2nd payment to Afterpay as I explained to the Container Store, but it is now due to be paid. Ridiculous refund process for a defect item that they requested and received photos of and issued a label to pick it back up. Then they won't communicate with me.

  Business Response

  Date: 06/21/2024

   

  A credit for $111.30 has been issued to the original tender, After Pay.  We apologize for any inconvenience in the delay of your refund.

   

• Initial Complaint

  Date:06/13/2024

  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 very upset with Container store and it is very disappointing. I had person to install my elfa shelves for my closet on April 3rd and 18th that I paid through from container store. I paid a lot of money for installation. It does not make sense you supposed to do great job not damaging peoples walls. I had first person who came to my home. He was very awkward and very strange man. He did very terrible job and put a lot of damages in my home. I had so many different list that he did a lot of damages in my home. He made a lot of holes in my walls and did not patch it. He stole few of my things and did not take barcode off the shelves and I had to do it myself. And scratched many of my items I had to replaced it. Manager came to my home and apologized but I am very disappointed. I complained to the store and they had 2nd person to come to fix it. Now my walls is showing a lot of cracks and holes after he had to fix previous person damages. They are responsible for it. I am very disappointed and I would like to speak with someone in corporate office and I want refund for my installation job. I would like to communicate through email.

  Business Response

  Date: 06/25/2024

  We worked to complete this installation with the customer and show all work to be completed as of 4/17/24.  We did uninstall and reinstall a wall and patched and painted the holes.  We are happy to schedule an installer to come out and patch and repair any cracks or holes that *** have been missed or recently appeared.  We can be reached for scheduling at ******************************************************* referencing Order 01622181896. 

  Customer Answer

  Date: 06/26/2024

  I am rejecting this response because:   You are missing the point. I did not have chance to speak someone as I requested from ***************** I declined because you are not taking responsibility of damages that had caused. You looked at the system saying they did 2nd "fixed" work. It is not "fixed" at all. You damaged a lot of my walls and patch is not working as they patched the walls before. It is making it worst. I am not happy because I paid a lot of money for installation and never fixed my damages and loose value in my home. 

  Business Response

  Date: 06/27/2024

  We are happy to discuss a refund.  I do see two separate order with services included:  *********** where we installed the Guest Closet in (Platinum and White)  and order *********** where we installed Primary A and Primary B.  Can you please specify which order you are seeking a refund on?  Additionally if you have any photos you would like us to see, we would appreciate this.

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because:   I would like to speak with someone in corporate office regarding this matter as I requested. The installer damaged the walls and I have pictures. You are liable for the refund of installation and repair of the damage walls because it will decrease the value in my home. I am not happy with the result in this case. 

  Business Response

  Date: 07/16/2024

  The consumer is repeatedly calling the local store for updates on his BBB complaint.  We at corporate have advised the store that we are to not discuss the case outside of this BBB correspondence.  Can we have some assistance with informing the consumer that we are happy to discuss and resolve this case here within the portal.

  Thank you

  Customer Answer

  Date: 07/19/2024

  I emailed them that they provided email ******************************************************* on Tuesday, July 16, 2024. I never heard back from them. I do not know how to proceed or contact them? 

• Initial Complaint

  Date:06/03/2024

  Type:Product 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.

  Bought an **** child shelving system from Container Store that shipped with unfiled and very sharp metal rods. Corporate in ***** was unwilling to offer any reimbursement for a problem that should not have been allowed off the factory floorespecially given that the sharp rods were intended for a childrens nursery. In these tough times, we are unable to offer any refunds not acceptablea company that values volume over quality.

  Business Response

  Date: 06/03/2024

   

   

  This purchase was purchased on 08/21/2023 and is now past our 120 days return policy.  On 03/03/2024 we left a voicemail and email for the customer to call us as we would be happy to replace the shelves in question.

  Customer Answer

  Date: 06/03/2024

  I am rejecting this response because:   I do not desire a full refund, but given the poor cratmanship and labor required on the part of the buyer, some form of compensation is more than fair.