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

48 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:07/02/2025
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.
I placed order ************ on 7/02/24 for Elfa Classic 4' Closet Starter Kit WhiteItem # ********. I purchased a wall closet system that came w 13 different types of parts.The entire order was shipped in multiple shipments, w most pieces arriving on 7/05 + 1 final delivery on 7/06. Those shipments were supposed to be the entirety of my order. But, my order was missing several parts. I did not receive my entire order. Installing the Elfa system involves several steps. During the installation, I noticed that I was missing some items. I contacted the **'s customer service. They arranged for new shipments of the items that were missing from my original orderI received the rest of my order on:- Order# *********** for 08/02 for 2 elfa shelves to replace the missing ones from the original order ************- Order# *********** received on 8/27 for 4 brackets + 4 bracket covers to replace the missing ones from the original order ************I was supposed to receive my original order (***********) by 7/6 but I did not receive the entirety of my order until 8/27 when the final missing pieces were shipped. The order date of the last piece of my system was 8/25Ultimately, the system didn't work for me. The store return policy for this system makes it so that I had to bring the items into a store to return. This system could not be mailed back. The return window was 120 days from the date of purchase. Had I received my entire order as usual, that would have been 10/30. However, I didn't receive my entire system by the original date , and the last order shipped out for the replacement of the missing parts was placed on 8/25. The return window should have been updated to 12/24/23, 120 days from 8/25 order date.I came into the *** location in November and my return was denied because of the 120 return window. The issue is that they were basing it on the 7/2/24 order, but the actual final order was 8/25/24, and the return date should have been pushed back.
Business Response
Date: 07/09/2025
In reviewing the account profile for ***** *****, we reviewed a chat conversation she had with one of our agents who informed ***** about our return policy. She was advised that she had 120 days to return for credit and that her last day for a return would be on 10/29/2024. This chat occurred on 09/02/2024 at 4pm.
Customer Answer
Date: 07/10/2025
I am rejecting this response because:
That message was based on receiving my order! I didn't receive my entire order under 1.5 months from the original order date. I want to note to all customers reading this - ********************** is making it clear than when they send you an order 1.5 months late - that they will still base your return off of the old date. And if that's the case, then the Container Store has more to gain by scamming customers into shortening their return time frame. What would have happened if I received the entirety of my order 120 days late - Would I have still had to return within the same day I received it to meet the 120 day return deadline??
My return deadline should have been pushed back since I did not receive the entirety of my order until 1.5 months after the original order date. That should have pushed back the return date to December. I can to the store to make a return within 120 days from when the ENTIRETY of my order was received. There's no way that I should be held responsible for the store's failure to send me my entire order. There's no way that I could have determined if I wanted to keep or return the purchase until the entirety of my order was received. 1.5 months is not a reasonable time frame to wait between first and last shipment. It's the Container Store's responsibility to account for their failure to send the entirety of the purchase. The return date should not have been based on the original order date and the date / terms should have been adjusted and accounted for due to that. I made a reasonable attempt to make a return once the entirety of my order was received and within under 120 days from that. Even if I based it off of "order date", the final "order date" of the missing items still kept my return window in under 120 days if I came in December.
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.
Business Response
Date: 07/10/2025
A credit was issued today for the return and should appear on the card associated with After Pay within 3 business days.
Initial Complaint
Date:06/18/2025
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.
On December 7, 2024, I ordered the ***** Closet System with installation from the Container Store. I paid $7098.68 on December 7, 2024. I worked with ***** ******* to design the closet and complete the transaction. On January 16, 2025, the container store installed the closet in my home which took two days to complete. The nature of my complaint is, over those two days during the installation of my closet, they severely damaged my walls, baseboards, and door trim when dropped and banged the boxes and metal rods against it. I have tried over the course of several months to seek a resolution to no avail. I am requesting a refund of $3000 for materials and labor to fix the damages to my home.
Business Response
Date: 07/16/2025
Once notified of the customers complaint, we replied with what we thought was a fair accommodation of $700. We credited this amount back to the original form of payment on 5/20/2025. At that time, she was requesting $1200, but could not provide us with any receipts for material or labor. She accepted our offer of $700. We have record of the order # *********** for the customers' reference.
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.

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The Container Store is NOT a BBB Accredited Business.