I contacted the customer service chat section early in the week about a issue I had with an incorrect item being sent. The agent was able to get the issue resolved and instructed me when I receive the correct item to contact them again and a UPS pickup would be issued for the incorrect item. I contacted the chat service again today and what should have been a 5 minute call to do a pickup was a 30 minute laborious process that even had a moment where the agent was willing to just get off the chat and not initiate the pickup. I have never found such a frustrating experience in a online chat forum for a company. This is complete opposite of the instore experience. Having made a couple of contacts with the chat feature in the past, Container Store really needs to work on some customer service alignment with this group.