The Container Store Customer Service Issues

I purchased the 11-rung Connections shelving for $[redacted] each with the intention of expanding my set in the future. After 2-3 years, when I needed 2 more 11-rung shelves for a bookshelf, they were no longer available. I tried substituting with the 9-rung shelves, but they were incompatible. Despite my attempts to exchange my 4, 11-rung pieces for the new 9-rung version, both the store and customer service declined. Even reaching out on Instagram did not help, only offering a 25% off coupon. The cost for new shelves is $[redacted] before tax, but I am unwilling to purchase an entire new system when I only need 2 more pieces. The fact that the shelves are still listed as available on the website adds to the frustration. I have been loyal to this brand for 10 years, but the lack of assistance from customer service is disappointing and has me reconsidering future purchases.

I need to cancel an order placed at the Phoenix location on 09/23/20 for over $[redacted] worth of stackable bins for my company's warehouse. The delivery date was promised for October 4, [redacted], but I was informed on October 5th that it would be delayed until October 30th due to back orders, which was not communicated during purchase. I cannot wait until the 30th, especially with company funds tied up. The staff at the Phoenix store has been unhelpful, suggesting I reorder white bins instead, which would be an additional purchase. They are refusing to cancel my order. I urgently need assistance with this issue. My contact number is [redacted], available all day.

I visited the store on Brentwood Blvd in Brentwood, Missouri, to get additional shelving for my custom closet. I had a great experience when I bought and installed the closets initially. Today, June 23, [redacted], I went back to buy two more shelves, taking an existing one for reference. I lack the tools and knowledge to adjust it myself. A woman, referred to as a Manager, assisted me. Unfortunately, her customer service skills were lacking. Initially hesitant, she mentioned using a wire cutter to adjust the shelf, which was surprising. After cutting the shelf, I have yet to confirm if it fits. Despite challenges in employee hiring, her approach was disappointing. This was not the level of service I expected from the Container Store. The highlight was the cheerful cashier who thanked us for the purchase. She brought a positive note to the visit and deserves recognition for her attitude.