The Container Store — Local services in New York

While the manager of the closet section was very helpful, the other employees were straight up clueless and rude. We had made an online order, paid for shipping, and when they got delivered, we realized we were sent the wrong shelf brackets, which were incompatible with our shelves. They weren’t the brackets on our order or receipt. We called, and were told to come in and exchange the brackets. I asked specifically whether they had them in stock, and was told “yes we have more than 100 of them”.

When we dragged a ton of the wrong brackets down there, the manager at the closet section told us the employee on the phone gave us the wrong information, and they only had 9 brackets available. He gave us the 9, and an order to get the remaining ones shipped to us, and sent us to returns and exchanges to process it.

As soon as we showed up, the woman working the register there refused to do anything, saying, “I can’t help you, I can’t process a return for an item that’s not on your receipt”. We had to call the manager over there to explain to her, and eventually she started processing them. It was processed as a “refund” for the brackets, and then a new order for the ones we were getting shipped. However, we luckily checked the receipt for the refund, and saw the amount we were credited back was LESS than the amount they were now charging us (there was a discount for the original refunded order, while we were being charged full price during the exchange).

We said this made no sense, and the employee started acting very agitated, acting like she was already doing us a huge favor by waiving the shipping fee. The shipping fee for items we already paid shipping for and never received. We tried explaining that we shouldn’t be charged extra for items we were supposed to get in the first place, after already being inconvenienced by having to come in and exchange them. She literally just walked off, saying “I’m not dealing with this”.

The closet manager then came over to the register and processed the exchange himself, at the proper price, and was nice enough to take 10% off for all the trouble. But even so, it was a huge hassle and massive waste of time, and we now still have to wait for the rest of the proper brackets to...

I've had a very poor experience trying to buy custom closest from The Container Store and would strongly recommend that people explore other options. Experience has been filled with poor communication, limited responsiveness, poor quality on install and TCS not doing what they said they would do. My journey started with an in-person design session in the store on May 20th. I was ordering 7 closets from a combination of Elfa, Avera and Preston I received early Avera and Elfa drawings on May 23 I called the store 6 times before someone got back to me to revise the drawings and complete a purchase (June 19th... 4 weeks later) I didn't receive drawings for the Preston closet until June 19th and it took until July 1st to get those completed such that I could buy the closet My two Elfa closets were installed on June 22nd. Several of the pieces did not fit and pieces were missing from the order. The installer left 4 big drawers that I had to take back to the store if I wanted a refund My two Avera closets were installed on June 30th. The installers used tape that was not safe for the walls and damaged my ceiling My Preston closets were supposed to be installed on August 22nd and 23rd (more than 3 months after first purchase attempt) and there were significant parts missing. The installers left my home with 10% of the closet installed and pieces all over the closets That evening I tested to make sure that everything was properly secured and two large (2' x 4' feet) pieces came crashing to the floor. These pieces were unsecured in a home with a 12 month old baby and presented a significant safety hazard I called the customer service and manager of the store. They promised they would investigate options and return my phone call. They have not and did not do what they said they would I still do not know when the parts for Preston will be available and when my installation will be complete. I have already paid for these 3 closets

Save yourself the trouble and buy someplace else.

Update* it is two weeks later (September 6th) and I still do not have a confirmed installation appointment and I have not received a reach out from the NY...

I came into this container store, because I was in the city running errands. The experience that I had in this specific store was so bad, I will never return to it ever again. Let’s start with my cashier Gary. This man rushed was rude, and practically argued with me that they didn’t have my items in stock even though I showed him a picture of the item on the floor. So I then asked him if shipping would be an option. He adds it to my shopping list. So o ask him why it’s so much more money for shipping he said “because that’s how it is” which was unheard of to me. When I explain this he says it doesn’t matter we can’t ship it anyway, because the box is too. By that I’m in tears I’m 8 months pregnant and too sensitive for his attitude. He tells me we can build you one if that’s what you want, but I tell him that would make the item way more expensive. My wife saw my frustration so went and got the item herself. So I ask for the topper he tells me it’s backed up till late November, when the sales girl on the floor had already told me they had it in the back. By now I had reached then end. I gave up and said I don’t want anything in tears. As I was walking away the “manager” came to help. Alejandro I believe his name was had no better customer service skills. I ultimately made my purchase, but I would never return to this store or any container store, as fun as visiting the container store used to be. Any future purchases will be...