WARNING: AVOID The Container Store PRESTON Closets
If you are considering an expensive custom closet solution, read this review before committing to The Container Store's PRESTON system. My experience was a complete disaster, demonstrating a shocking lack of professional competency, negligence, and total failure in customer commitment. You are genuinely better off exploring an IKEA hack than dealing with this level of service failure.
The problems began immediately with the design consultation with their employee, Tracy A.
Fundamental Measuring Errors: In my son’s room, incorrect measurements taken by Tracy led to rework, delays, and a considerable mess. Her response when confronted was dismissive and arrogant ("we are going to fix it for free"), demonstrating zero accountability for her professional mistake.
Incorrect Functionality/Depth: The failure was worse in the master closet (depth over 33 inches). Tracy specified and installed a 14-inch deep system, making it functionally too shallow for our clothes. She never even proposed the appropriate 20-inch depth option, falsely claiming 14 inches was "standard." The installed product was also visibly scratched due to poor handling.
Home Damage & Abandonment: During the installation, their team severely damaged a recently painted wall. They also abandoned the old molding and debris, failing to properly remove materials as expected. After I complained, they removed part of it.
Complete Service Abandonment: Following the discovery of the depth error, Tracy failed to show up for a scheduled follow-up without notice, responding 30 minutes later claiming car trouble. After an eventual visit, she promised a resolution update by the following Monday (September 29th). It is now Friday October 3rd, and I have received no communication whatsoever.
The persistent arrogance, refusal to own mistakes, and total failure to follow through are unacceptable. This was an extremely costly project that resulted in a damaged home, unusable storage, and endless frustration. Do yourself a favor and steer clear of The Container Store for custom closets.