ComplaintsforThe Container Store

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  07/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  05/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Currently owed over 1000 in refunds.

  Business response

  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 response

  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 response

  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

  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 response

  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 response

  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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. 

  
  

*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. ↩