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

  725 Lexington Ave New York, NY 10022

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:05/21/2024

  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.

  Summary: I purchased a bundle order from Container Store website on 05/11/2024. The components list on The Container Store website shows an item "Elfa Decor Accessory Tray Birch" which wasn't included in the delivery. Attempts to call support resulted in them telling me I didn't pay for it so they can't do anything about it. I placed the order online, through *************************************** It was listed under "Closets -> Pre-designed Closets -> 8-11 Feet". Order number is ************. Day of ******** is 05/11/2024. Bundle name is Elfa Decor Reach-In Closet ************* 11' x 16" x 7'. The item which wasn't delivered nor refunded is Elfa Decor Accessory Tray Birch #********. Price is about $34.5. This item has since been removed from the website. Link to order components that was available on the website at the time of purchase: ***************************************custom-closets/space/view.htm?spaceId=4721614

  Business Response

  Date: 05/22/2024

  Hello,

  *********** called to our contact center on yesterday and spoke with one of our representatives and shared that he had not received his accessory shelf in birch sku 10030445.  This sku was discontinued and replaced with sku ******** and a replacement was ordered on 5/21/24 order number 01623504068.  

  Customer Answer

  Date: 05/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/14/2024

  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.

  Ordered items online and received emails to pick up at local store. When going into store twice, for pickup I was told part of items were unavailable. Communication was clearly designed not provide adequate customer service support. There appears to be no communication between online orders and pickup orders. The sales associate would not check to see if the item was in the store. **************** was completely unprofessional.

  Business Response

  Date: 04/15/2024

  I spoke with the customer today and thanked her for the feedback & asked if there was anything I could do to improve her experience. She indicated that she was not satisfied with the email communication regarding her online order. She was refunded for the items in her order that were not in stock.  She felt that the emails sent to her were misleading & indicated that the items were ready for pick-up in the store, when they were not. I apologized for the miscommunication & offered to reorder the items, but she declined. I also let her know I would bubble up her feedback. 

  Customer Answer

  Date: 04/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/09/2024

  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.

  Currently owed over 1000 in refunds.

  Business Response

  Date: 04/10/2024

   

  We have spoken with ************** on many occasions regarding the issue he has with Fed Ex.  We have also advised that we are not able to resolve his personal issue with Fed Ex and their refusal to deliver due to his interaction with their drivers.  TCS has refunded all orders that were returned to us by Fed Ex and ************** continues to order despite Fed Ex advising they will no longer deliver to his address.   I have suggested to ************** that future purchases should be purchased in store or purchase with a retailer who does not use Fed Ex as a shipping provider. 

  Customer Answer

  Date: 04/10/2024

  I am rejecting this response because:   This seems somewhat factually inaccurate.  They did inform me of their attempt to resolve their issue with ***** today.  I do thank them for this.  I do not have a personal issue with *****.  I have no obligation to shop at the direction of ***** and have confirmed with The Container Store that they do not wish to deny me ******* and will honor their policies.  I appreciate the suggestion but would prefer prompt refunds for orders their package carrier of choice fails to deliver.  I invite the container store to either ban me from making purchases, use a more reputable shipper, or refund me as is appropriate.
  
  On another note, I had suspected the container store has been allowing ***** employees, or friends of theirs in customer ******* to send me harassing emails in an attempt to provoke a fight with me.  Some of them were quite concerning, cancelation notices for purchases I never made, fake refund notifications, and a notification about an account I did not have.  I logged onto their website and reset the password so that at least I would be the one who had control of this phantom account.  I have asked The Container Store to put an end to it several times.  Upon further investigation, there do appear to be charges that were not placed by me, I never received a purchase notification for, and have no associated purchased item or tracking information.  Upon further investigation many of the fake cancelation notices I have complained about line up with the fraudulent order numbers.
  
  This would appear to be a clear-cut case of theft or fraud.  Unless the container store plans to hold me accountable for orders I never placed, yet they say were canceled.  I very much suspect it was done in the ******* of *****. It is the only reason I can think of that the container store would confirm I can continue to order and then make a rather poor attempt at a scam.  I would like the container store to refund me for these fraudulent charges as well.  As I have saved all the associated tracking for orders I actually placed, if the container store does not wish to refund me, my bank can handle it.  I would like to see that a police report is filed with the appropriate authorities as well. 
  
  Finally, if they do manage to find culprit, please tell them and their friends at *****, good Job at keeping it under a felony this time.

  Customer Answer

  Date: 04/10/2024

  Because it occurs to me that ***** would have no reason to mention it to whoever they are coordinating with, yes, I'm aware you plan to delete the duplicate tracking's so ***** can claim the were lost in shipping.  Some of them I have already reported to the State Attorney general, causing ***** to un-edit them.  You aren't the first retailer they have played this game with.  You are probably the 6th or 7th.  It only worked once, I still got those refunds.  So I would like to know, which is it, ***** brought the item or the label( which is what would be required ) all the way back to you, generated a fraudulent Proof Of Delivery and kept it, or you received the items per the tracking?  Because I do not have a refund for 899116104477.

  Business Response

  Date: 04/11/2024

   

  We have issued ************** credits as they were returned to us via Fed Ex. Since 4/08/2024, we have credited ************** for 11 individual purchases for item ******** that were returned by Fed Ex. In reviewing ****************** record, he has placed two additional purchases overnight for item ******** and if those orders are returned by Fed Ex, they will be credited when received. 

  We can only credit what is received and returned by Fed Ex.  At this time, we do not see any pending returns or additional credits owed.

   

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because:  While, from the bottom of my heart, I thank the container store for their response and continued commitment to following their policies.   I would just like to confirm that they do not wish to amend their statement given the attachments.  I also would like to know if they will be filing reports with the appropriate law enforcement.   Regardless, would they mind confirming the jurisdiction or location the fraudulent charges were made from.  As well as the jurisdiction of the customer service agents I have been communicating with.

  Customer Answer

  Date: 04/11/2024

  Also, one final question.  Are you capable of ensuring I receive the correct notifications going forward, if not, I understand believe it or not.

• Initial Complaint

  Date:03/25/2024

  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.

  We purchased an Elfa storage system from the containerstore.com on 07/31/19. This storage system as a 10-year guarantee (************************************). Per the instructions on this website (************************************) , we contacted the container store at: ********************************** with the original receipt (order confirmation) along with the photos requested above. We were told that there was no 10-year warranty, that is was 120 days. I then sent the elfa website and information outlining the 10-year guarantee. They said they had never seen that before and it was the Swedish website. I then replied showing that the website gave their email address as the customer service for US Residents. They then replied to call in. I've called in three times now, first time I was disconnected and I called back to give my phone number so the representative to call me back. I didn't receive a call back so I called in again and received the same 120 day warranty speech. I am looking to get three frames (sku: #********) replaced as the wheels have broken - specifically called out in the guarantee - as something that *** been to be replaced for normal wear.

  Business Response

  Date: 03/26/2024

  TCS offers a 120-day refund or exchange policy.  We do not offer a 10-year warranty on our Elfa products.  However, the company ******************* which is based outside the ** does offer a 10-year warranty for their products. 

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because:   that is not what this website says. It says nothing about a difference between international and US customers. In fact, it specifically tells US customers to contact ********************** at ********************************** and that the retailer will work directly with Elfa to resolve ("If there is something wrong with your product, please contact the retailer/store where you made the purchase and bring the purchase receipt. The store will then report this to us.")

  Business Response

  Date: 03/26/2024

   

  We are unable to replace the product mentioned in the complaint due to the product being 5 years old and outside of our return window of 120 days.

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because:   The business is not responding to the information provided. They are giving boilerplate language that is irrelevant to the matter. The business needs to respond to the 10 year guarantee provided by the manufacturer, as well as the explicit directions the manufacturer gives to contact The Container Store.

  Business Response

  Date: 05/23/2024

  The website referenced, ************************************, is for European sales of Elfa product.  The website specifically states all Elfa enquiries in ***************** are handled by The Container Store and provides the email address for assistance.  The Return Promise and Exchange/Refund Policy for The Container Store are located on our FAQ page. 
  

  What is your Return Promise?
  Our Return Promise
  If the products you purchased dont meet your expectations, please return to us for another solution or for a refund.
  However, a return for another solution or a refund will not be offered for products that have been successfully utilized and enjoyed for an extended period of time. For example, moving and/or no longer having a need for the product will not qualify.
  Returns without a receipt or with an original receipt after 120 days of the date of purchase will receive a Merchandise Credit card for either the lowest retail price of the product(s) within the last 90 days or the actual purchase price from the original receipt.
  Your name, address, phone number and a valid photo ID will be required to process returns without a receipt (in CA name and a valid photo ID will be required).
  Returns can be made at any store. There are no shipping or restocking fees if you make an in-store return.
  Returns may also be shipped to ***************************************************** (shipping fees apply).
  

  What is your Exchange/Refund Policy?
  Our Exchange/Refund Policy
  When accompanied by your original receipt within 120 days of the date of your purchase, we will be happy to exchange your returned merchandise for another solution or issue a refund.
  If cash or a debit card was used instore as original tender, we will give cash back up to $400 or refund to the debit card. If a check was used as original tender, we will give cash back up to $200. If a credit card was used as original tender, we will issue a refund to that card.
  A corporate check will be mailed for cash or debit card refunds over $400 and check refunds over $200.
  If you do not have your original receipt and you used a credit card for payment, we will do our best to obtain your purchase transaction from our system to process your exchange/refund. If we cannot locate your original purchase transaction, you will receive a Merchandise Credit card.
  
  The customers purchase, by their own admission, was from 2019.  The request is significantly outside our 120-day timing. 

  
  

• Initial Complaint

  Date:02/06/2024

  Type:Billing 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.

  In January of 2023, I signed a purchase agreement with the Container Store to do custom closets in my Master bedroom walk in closets, as well as in my pantry. In April 2023, it was finally time to install my items. Immediately, I noticed that the pantry spinner was not configured as I had requested/designed. I immediately let the installers know, as well as my designer and the manager of the Tampa store. I was told it would be corrected and they would reach out to me when the correct parts arrive. I reached out via emails/calls May-July of 2023 and no response. It wasnt until July when ******* the Manager at the **************************** store finally returned my phone call. He apologizes for all this. He says I will be credited 2500 due to my unfavorable experience. He send my designer out who orders pieces to fix my spinner- 2 weeks later- a box arrives- wrong pieces. The installers tell me not to work with the designer and to work with them and they will handle. One month later- no response. Multiple emails sent complaining (I have them all saved). Now Im assigned someone new-they order new parts- again they are wrong and the other issues in my closet are addressed however not fixed-the automatic drawers still dont close automatically. They left piles of wood shavings in all my drawers each time they came to adjust. They still dont close automatically. Back to my pantry spinner, installer came back to fix it with new shelves then says the correct ones were not ordered, he will work on getting them. 2 months later- no response from anyone after I send emails. Then I randomly get an email saying it cant be configured as drawn & I can only use the one side of my spinner. Not what I purchased. Ive had these spinners before- they can be configured. They closed my account- charged my card, I told them I dont authorize this and they and refuse to come fix & respond to my emails. They stole money from me and left an incomplete incorrect job.

  Business Response

  Date: 02/12/2024

  The customer signed a purchase agreement/contract for three custom spaces from The Container Stores Preston ******* line on January 29, 2023.  The order was processed with the first half payment collected on February 23, 2023, and installation scheduled for April 10, 2023.  During the first installation appointment, it was discovered several of the pieces for the custom spaces were incorrect or damaged including the spinner for the pantry space.  An alternative spinner for the bedroom closet was installed without issue.  Replacements parts were ordered for the items notated as damaged or incorrectly manufactured. 

  Replacement ******* was scheduled for delivery and installation on June 6, 2023, including the spinner located in the pantry design.  All items were installed, and the installation was marked as complete with a conversation surrounding the private label line of credit the customer opened to purchase the custom spaces. 
  

  The installed ******* matches the designs indicated in the purchase agreement/contract signed by the customer in January.  The spinners in question, both pantry and bedroom, are not configurable in the way the customer has requested.  The customer did view several displays in our ********************** and online, none of which would show any configuration beyond that which was installed in her home.  The customer has stated she previously had pantry spinners in her last two homes which were 50/50 but these were not *******s provided by The Container Store. 
  

  To date, The Container Store has returned five times beyond the initial installation date of April 10, 2023, to resolve the customers concerns.  With the exception of a reconfiguration of the spinners, all repairs have been made and installation is complete.  The customer was offered, and received, a $2,500 discount on her final payment.  Per the signed purchase agreement/contract, initial payment is made when the agreement/contract is signed, and the remaining balance is charged upon completion of the installation.  The Container Store has provided the ******* purchased along with installation and met the terms of the purchase agreement/contract.  

  Customer Answer

  Date: 02/12/2024

  I am rejecting this response because:    I designed and agreed to pay  for a functional spinner with 50/50 depth meaning equal depth on both sides (reference my design drawings) . I was not given this- I was given 90/10 (see photos)I cant even put a can of soup on one side because of the space. Who in their right mind would deliver that to a customer!  You cant use it at all. I was told I could get the 50/50 when I designed it as I have had it in previous homes and in my closet. But for some reason no one has come to give me the pantry spinner I  designed and paid for. Per your installers its because its too much work and you dont want to lose money, however the designer ********, store manager ******* and installers all say it can be done yet no one has fixed it for me. You did not deliver what I agreed to pay for- check the purchase agreement with my 100s of emails and design configurations. I still have texts saved from ******** too. Also my master closet drawers are still broken and dont close . I also didnt authorize you to charge my card because the job isnt finished and your company  sent me an email said my account was closed and you charged me. I sent multiple emails and phone calls to ***************************** and she never responded. I did not pay for a 1/2 functional pantry spinner and won't accept that, that is not what I designed or agreed to.

  Customer Answer

  Date: 02/12/2024

  I also want to add that the $2500 off was actually given to me in the form of store credit-gift cards which was not mentioned until I was made aware that my account was closed and they charged me. No one ever mentioned that due to the  continuous troubles I was going through that the $2500 would be in the form of gift cards. This was not related to the spinner error either- it was because months went by without anyone reaching back out to me and Ive been having to have my pantry be on my dining room table and kitchen counter for almost 1 year now. 

  Customer Answer

  Date: 02/15/2024

  I also wanted to add a photo of the trim piece in my pantry that just popped out of place today with the nail- cheap work

  Customer Answer

  Date: 02/15/2024

  Please reference this picture of the newest popped out trim piece in my pantry. The trim is popped out with the nail sticking out. Cheap work 

• Initial Complaint

  Date:01/30/2024

  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.

  I am filing this formal complaint because The Container Store allowed ********* **** Rep.1 To access my personal acct. info HOURS after chat supported ended 2 To violate my privacy/confidentiality by intercepting my emailed complaint against them 3 To harass me by sending unwanted correspondence despite my requests to have a different rep/manger._____________INCIDENT DATE: 1/28/2024 At approx. 1:45 p.m. EST, I contacted The Container Store via **** for help.The Container Store Customer **** **** ********* provided poor customer service and refused my multiple written requests in chat to be connected w. a different representative and to escalate to a manger/supervisor. At 2:18 p.m., I send a written complaint against the **************** **** **** ***** N. stating they provided horrible customer service by talking poorly to me and by refusing to try to resolve my issue.At 2:40 p.m., I send another email to customer support asking for help regarding free shipping terms. At 9:10 p.m., I check email and see that HOURS after the chat ended and HOURS after I emailed my written complaint. The **************** **** ***** ***** N. intercepted my emailed complaint and sent a reply at 5:50 p.m. The **************** **** ***** ********* also intercepted my second email regarding free shipping terms and sent a reply at 5:56 p.m.I did not reply to these unwanted emails from ***** N.At approx. 9:14-9:45 p.m., I email The Container Store, Public Relations and Blog accounts and message their ******** and Instagram account the following:Subject: HARRASSMENT COMPLAINT "I'M EXTREMELY CONCERNED TO WHY MUSHA N. CONTINUES TO CONTACT ME VIA EMAIL AFTER I SAID IN THAT CHAT FOR MUSHA N. TO NOT CONTACT ME AND THAT I WANTED TO ESCLATE TO ANOTHER PERSON. I'M EXTREMELY CONCERNED TO WHY MUSHA N. CONTINUES TO INTERCEPT MY EMAILS AND IS PREVENTING ME FROM REACHING A SUPERVISOR OR MANAGER. THAT'S DISTURBING AND HARRASSMENT. MUSHA N. IS TO CEASE CONTACT WITH ME."

  Business Response

  Date: 02/14/2024

  Hello,

  We are still researching this customer's concern.  

  Thank you. 

  Business Response

  Date: 03/03/2024

  We would like to request two additional days to complete the response.  A response will be provided by end of day, Tuesday, March 5.  

  Thank you.  

  Business Response

  Date: 03/06/2024

  On Sunday, January 28, 2024, the customer made initial contact with ********************** regarding shipping fees on her online order.Our agent informed the client of The Container Store shipping policy, which only provides free shipping on orders $100 or more, and that the customers cart contained several oversized items that incur an additional shipping fee above the standard shipping costs due to their size.  The customer requested that the larger items be removed from her online cart and agent immediately complied removing the requested items. This request and compliance therewith brought the customers online order below the $100 purchase minimum required to qualify for free shipping.
  

  Customer then went on to request that ********************** apply a discount code posted on an alternative website (Groupon), not approved by, or provided on behalf of The Container Store, which is outside our policy, thus could not be accepted the requested discount code.  The Container Store agent reiterated that we were unable to honor the free shipping coupon provided on the alternative site (Groupon)and that the threshold for free shipping required a minimum purchase of at least $100.
  

  Any and all alleged comments and/or actions of the agent/employ alleged, by the customer, to have taken place have been addressed internally in accordance with The Container Store policies.

  Business Response

  Date: 03/08/2024

  On Sunday, January 28, 2024, the customer made initial contact with ********************** regarding shipping fees on her online order. Our agent informed the client of The Container Store shipping policy, which only provides free shipping on orders $100 or more, and that the customers cart contained several oversized items that incur an additional shipping fee above the standard shipping costs due to their size.  The customer requested that the larger items be removed from her online cart and agent immediately complied removing the requested items. This request and compliance therewith brought the customers online order below the $100 purchase minimum required to qualify for free shipping.
  

  Customer then went on to request that ********************** apply a discount code posted on an alternative website (Groupon), not approved by, or provided on behalf of The Container Store, which is outside our policy, thus could not be accepted the requested discount code.  The Container Store agent reiterated that we were unable to honor the free shipping coupon provided on the alternative site (Groupon) and that the threshold for free shipping required a minimum purchase of at least $100.
  

  Any and all alleged comments and/or actions of the agent/employ alleged, by the customer, to have taken place have been addressed internally in accordance with The Container Store policies.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 76 year old senior with a bad hip/knee. I use a cane and drove about 1 hour to get to the store. There was maybe a couple handicapped parking close to store, the other close ones you had to pay in advance with I guess buying a sticker. I had to walk 1 block to get to the store, Dec 26, I went to store in ************** to pick up 12 items that was on line. They said they were out, and could not deliver to my home. The way she talked the item was still on line cause others stores had, but even if I paid in advance they would not send to me. It was: Multi-Color 7-Section Stackable Pill Organizer. Happy New Year and God Bless. ***********************

• Initial Complaint

  Date:12/10/2023

  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've requested that my account and personal information be deleted multiple times and it still is accessible upon logging in. I would like my account deleted.

  Business Response

  Date: 12/11/2023

  I have deleted the account under ******************************.  I will also escalate to our online team to make sure that it is deleted there as well.

  Customer Answer

  Date: 12/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/01/2023

  Type:Billing 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 12 shoeboxes and upon arrival I noticed 4 in one set of 6 were damaged and 2 out of the other set of 6 were also damaged. I reached out the merchant and the representative claimed to have processed a refund. Shortly after ending the call I received an email stating that a replacement for 4 shoeboxes were pending. I immediately contacted the merchant and they told me a refund would be processed and I would be receiving an email. As days went by I never received an email and logged into the account where I noticed a new order of $31. I contacted the merchant to see where my refund was and I was told the $31 on the new order was a merchant gift card and would be mailed to me. I didnt use a gift card for these items nor did I pay $31. The total amount for the 6 boxes are $54.99.

  Business Response

  Date: 12/01/2023

  One of our Leads spoke to the customer trying to assist them with the return on 11/29.  The customer declined a refund back to the card and let her know that she would be filing the BBB complaint instead.  She offered multiple times to refund the customer, but the customer disconnected the call.  In the initial call on 11/19, we were only told that 4 drop front shoe boxes were damaged.  We are more than happy to assist the customer; however, even on the call today, our specialist offered to assist them with the refund and it was declined again and told that they were going to file a BBB complaint.  The customer disconnected the call once again.  If they would like for us to assist them, please let us know.  

  Customer Answer

  Date: 12/01/2023

  I am rejecting this response because:   The merchant told me the supervisor was unavailable today. The refunded amount should be for the total of 6 boxes. I was never asked to return the damaged items nor was a sent any label or box. The refund needs to be sent to the original form of payment in the total of ***** as paid. 

  Business Response

  Date: 12/01/2023

  We are not asking for you to return the items.  We are simply trying to refund the paid amount of $47.87 plus shipping $7 and tax, but we are needing information from you to process the refund back to the original card.  Please call ************ if you would like for us to process.  

• Initial Complaint

  Date:10/20/2023

  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.

  During the last weeks of September, I ordered and picked up a closet kit on Sept 29, for a walk in closet that I was finishing construction on. This was done at the *****, ** store. The staff was helpful and friendly in helping me pick the right things and proper design. I paid $2k+ for this with installation service. The order number is: ********** When the installer came, he installed what he could, but there were pieces missing.I thought it was a simple mistake, so I was ok with him ordering the pieces and coming back.The items were mailed to me and another appointment was set up for the installer.When he came back, the correct pieces he had asked for did not arrive.So, he called them again to send the right pieces. Same thing happened again. And AGAIN he called, and still the wrong pieces were sent.At this point, someone from TCS called and left me a message saying that the Salem store didn't have the right pieces but IF I WANTED THEM, **I** COULD DRIVE 30 MILES AWAY TO ANOTHER STORE AND PICK THEM UP. With that, what I understood TCS to be saying was, we have your money, so now you're on your own.No, sorry, that's not how it works. I have paid money for a full end to end service.So, I expect the correct parts to be delivered to me, and the installer to come and complete the job, AS EXPECTED FOR THE MONEY PAID.Furthermore, I expect a solid discount from the price paid for the aggravation and setback of completion of my project.

  Business Response

  Date: 10/21/2023

  One of our managers from the Salem, ** location has contacted the customer to resolve this issue.  They have placed a replacement order for the drawer frames and will have them delivered via a delivery service.  Once received, they will contact the customer to schedule the installation.