The Shade Store

I tried this company and that company. I ordered swatches and stopped in to look at samples. I looked at many, many reviews on sources such as Google and Houzz. In the end I wanted my shades to be reasoonably priced and installed by professionals. I couldn't be more pleased than I am with Will as our designer. I got my samples quickly, and Will checked in just frequently enough to keep me on task without bothering me. He made sure I get exactly the right shades to suit my windows. I was thankful that Will, the person who did the measurements, and the person who did the installation were all professional employees of The Shade Store. Oh and picky Scorpio that I am, I am also very pleased with the shades!

I sadly need to agree with several disappointed customers. We have bought eight custom-sized honeycomb top down-bottom up honeycomb blinds for a substantial price 5 years ago. the first cord on a blind snapped 2 weeks ago and - upon inspection - we noted that three more strings are on the verge of ripping at the very same position on three additional blinds - very clearly indication that there is an issue across blinds. After arranging a technician visit, I was informed that there is noting they can do (no repair possible) and that this does not fall under the warranty. I need to buy a new blind (with a 30% discount). I responded and pointed out that this is sadly not a 'one-off' but that three additional blinds are having issues and that one should not expect to buy new blinds every 5 years at this price range - and asked for reconsideration. I have never heard back (even after a second email) and am now completely ignored. I am sure that The Shade Store is well aware of the fact that we are 'stuck' with them due to matching blinds across the house. However, I am now trying to find an alternative repair service.
Bottom line: nice company when you buy initially from them. Not so nice when they should live up to their warranty promise. Overall, I cannot recommend this company.

I had a few problems over the course of a few months but Tami from customer service straightened everything out.

I have never felt the need to post a review about bad customer service, but the Shade Store leaves me no choice. It's policy is to repair its shades if something goes wrong. That's baked into the high price you pay for its products. But first you need to have the warehouse send the repair materials, even for something as simple as a snapped cord. Three times I went through this, and three times the cord either was never sent or the repair person showed up way past the 2-hour window, or both. I have not been able to use my very expensive roman shade for weeks, and I have wasted hours of my time. The Shade Store is very attentive when you are buying shades. But the attention stops there. They have the worst customer service I have ever encountered.

I specifically chose The Shade Store based on a recommendation of a close friend who told me that, although they are more expensive than similar companies, it was worth the extra money. I guess the old adage that you get what you pay for, unfortunately didn't work here. I was about to give it zero stars, but, I must admit that the initial sales people and the installer were excellent. The problem was the SERVICE, or lack of it.
I was promised a date for a few weeks to have the shades made and installed. This was expected, so no problem. Now the bad part. On the morning that the shades were to be installed, I received a telehone call to inform me that there was a problem with installation, which I couldn't understand and installation had to be delayed for a few more weeks, not a few more days! Not happy, I said it was alright, as I had no choice in the matter. A few days later I got a call saying that that installation was to occur in only a week, which made me very happy. I requested a confirmation email which I received with the new installation date. On the day of the new scheduled installation, NOBODY SHOWED. I called the store and according to their records, the OLD installation date was when they were to come. I read them the email and they told me I had to speak to the scheduler, who told me that she was sorry for the mix up and would call me back the same day to reschedule. Of course, as you might have guessed, no return call. At the end of the day, I called the store again and insisted that I be called back before the weekend with a new installation date. Again, NO CALL Back! As it turned out, I received an automated call saying that the shade were to be installed TODAY, which was the date that they said was the original correct right date, even though I emailed them a copy of the message I got stating the that installation date was a week before.
When the Installer came, he didn't have the shades with him! He said that no one had told him to pick them up at the store before he came. Not the installer's fault. Total miscommunication and lack of professionalism on the part of the company.
I want to reiterate that the installer, Nicholas, was great!
"You get what you paid for" doesn't always work out!

Horrible experience - I was sent back and forth between the design consultant and customer service because no one wanted or could answer a simple question: "The roller shades were supposed to ship 5 days ago and the website is still showing the order is being processed, when is the new estimated shipping day?" The salesperson said they could only contact the working room via email, so they had to wait for their answer; I called customer care and the online chat, they sent me back to the salesperson. Why have customer care who cannot either answer questions or provide solutions? Yesterday, I requested to cancel the order via phone. Today, when I chatted online, he told me they were expecting un update from the work room about the new shipping date. I corrected him and said I wanted to confirm that my order was cancelled. He said a "request" for cancellation was sent this morning. This is the same response I received when I asked for an update on my order.

It appears it does not matter what the cost of the order is; they just do not care, and they do not abide by the most basic notions of customer service. Now, I have to battle for my refund! I have to agree with the other reviews that recommend TO AVOID AT ALL COSTS!

NIGHTMARE experience - worst incompetence I have EVER experienced in a business.

I ordered an expensive set of drapes - cost was more than $4,000 just for ONE large window.

Six months later and dozens of hours of time wasted, the drapes are different lengths on each side (!!!)

First someone came over to measure them. Then someone came over to install them. Upon installation, we realized they were clearly the wrong length and too long - it looked awful. So another person came over to take them down to send them away to be hemmed. Then they sent new drapes, and another person came over to install. Upon installation, we realized only ONE SIDE has been hemmed. So one side looked nice, one side was way too long. The installation technician said he would leave them up and would arrange to have a new right side sent - but then instead I received an email asking me to take them down myself and mail them to be hemmed again!!

AVOID AT ALL COSTS unless you want to waste your time and money dealing with complete incompetence

Horrible customer experience. I ordered 16 shades and 11 out of the 16 had an issue. 5 of them were rolled the wrong way and had to be re-rolled. 6 of them had the wrong fabric. I have spent hours on the phone trying to get the issues fixed and I had to take time off from work 3 times already to be home and available for the issues to be fixed. Yet, 4 months after I placed the initial order, I am still waiting for the correct shades. One of the installation appointments was cancelled without any notification. The temporary replacement shades that were installed till I got the correct shades peeled off the color off of my walls because they were basically glued on the wall. Responses from customer service have been delayed or non-existent. Choose any other store but this one. Such a waste of money.

Terrific selection and customer service. The store is really well-laid out and makes it easy to visualize how their products are going to look. They have a large variety of great styles and finishes. I liked the clean, modern look and they had plenty of designs to suit that look!

They also will do free in-home measurements, and I had a great experience with that. Their employees were punctual, friendly, and efficient. I found that they were very responsive to questions and concerns, which was much appreciated!

Walked in with the wife to talk about shades in the new house we're building. Maggie approached us to see if we needed any help and even though she seemed super busy a second ago she spent a quality no rush 30 minutes educating us on the process with out being condescending. Great setup that shows off all your options when it comes to blinds, shades and drapes. Even have the motorized Alexa compatible ones that can be commanded by voice. Thanks Maggie!

We're going to have them do our whole house so I'll update the review once all that is done! So far so good.