The Container Store — Attraction in Southlake

EPIC FAILURE - No Contactless Deliveries for Over an Hour

I arrived at the Container Store at the Southlake Town Square at 5:05 pm for a "contactless pickup" that was supposed to be ready by 4 pm. A staff member greeted my car within 5 minutes, asked for my name, and went inside. I was the third car in line for a pick-up. 50 minutes, no exaggeration, 50 minutes went by without a single store employee bringing an order outside. The three car line turned into 10. People started honking horns. At least five cars gave up and drove away. More cars showed up then people began walking from their cars into the store (against Container Store's policy of appointment only visits) since no one would answer the store's phone. It was absolute chaos.

After an hour, I decided it was time to walk into the store and see what was going on. The staff was working at the speed of librarians - no sense of urgency, total lack of customer service skills, and appeared completely overwhelmed by trying to manage online orders. After over an hour, I left without receiving my order or witnessing a single employee deliver a contactless order to the ever expanding line of vehicles idling out front.

I completely understand these are strange times, but don't open a store for "contactless delivery" if you can't successfully implement the strategy. For a company with such high customer service standards, this was an epic fail. It would be easy to forgive a simple error but an entire hour of no service, to anyone, is impossible to forgive or forget. I loved the idea of shopping at a retail store again - this experience has pushed me back to...

Sadly, left about $100 of merchandise I really wanted behind because they just didn't seem to care if we were given a way to check out efficiently. A lady named Leanne (sp.) was at her register but sent us to another guy only to be redirected to another area because he wasn't actually available...he was helping others nowhere close to ready to check out.

The bathroom experience was equally bizarre; I went in to find two women and a man working on a sink, with no out of order signs anywhere. I asked if it was okay to use the restroom and they said yes, told me to go ahead, and the man took forever to leave. Then I couldn't actually wash my hands when I left. Turns out the sink wasn't functioning so I'd have to wait for them to caulk, dry, and turn the water back on.

I'm pretty understanding of holidays being nutty, but they were almost empty today, and had plenty of staff around. It was just that no one seemed that eager to actually sell things to us or make us feel...

I highly recommend partnering with Gina Coulter if considering a custom closet. She is a phenomenal design consultant for The Container Store and goes above and beyond to deliver on her customers’ visions. I purchased the Preston Collection custom closet and could not be more thrilled with the semi-completed product (a few more updates need to be made). Gina delivered a design that not only stayed within my budget, but addressed all of my closet needs. She was resourceful, attentive, and a true joy to work with on this project. Her genuine kindness, commitment, and passion for her job was felt from the beginning to the end. And the special touches from answering my emails when she was on vacation to brightening my new closet with pink hydrangeas is what separates her from others and makes her the absolute best. A special kudos to the install team led by Luke who were incredibly professional and diligent...