The Shade StoreReviews of theshadestore.com

Disappointing experience – poor communication, installation issues and no resolution after three months We placed an order with The Shade Store in July 2026, expecting a professional service consistent with the company’s premium positioning and pricing. Unfortunately, our experience has fallen well short of those expectations. To be fair, our initial experience in the showroom was positive. The sales representative was friendly, knowledgeable and helpful, which gave us confidence in proceeding with the order. Unfortunately, what followed has been a series of delays, installation problems, contradictory information and an apparent lack of accountability. The principal issues: * Delays: An order placed in July remains unresolved in late October, more than three months later. * Installation: The shades were installed incorrectly and have not functioned as intended. During a subsequent visit, The Shade Store’s own technician expressed surprise at the installation and questioned why the shades had been fitted in that manner. * Communication: Despite repeated emails, including photographic and video evidence of the problems, we have frequently had to chase for updates. Messages to our original sales representative have also gone unanswered. * Conflicting information: During the technician’s visit, we were led to believe that a refund would be arranged. Subsequent correspondence from customer service contradicted this and instead proposed revisiting issues that had already been assessed. * Customer service: After formally escalating our complaint and allowing two business days for a response, the only communication we received was an automated email stating that the company was awaiting further information from us, despite the extensive correspondence and evidence already supplied. What has been most disappointing is not simply that mistakes were made. Mistakes happen, and we would have been entirely understanding had the company taken responsibility and resolved them promptly. Instead, we have spent considerable time chasing updates, repeating information and attempting to obtain a clear resolution. At no stage have we felt that anyone has taken meaningful ownership of the situation. For a business operating at this price point, we expected considerably better quality control, communication and after-sales support. As of October 20, 2026, our complaint remains unresolved.

Bought an $800 raw silk roman shade from The Shade Store that looked good and worked well... for 4 years. By then, the (admittedly delicate) fabric had disintegrated along the bottom rail and was hanging loose. Warranty claim found it was "normal wear and tear". And since I bought matching shades for the room, I'm stuck with it.

If I could rate The Shade Store 0 stars, I would. I would never recommend their services to anyone and wish I'd listened to these reviews before committing. Please go elsewhere! There have been multiple incorrect orders, incorrect installations and we've been dealing with this for 5 months now with no solution as of yet. We spent over $20,000 on new shades for our home and I have been so disappointed with the product quality and service. The wrong valance was delivered on the original order and multiple window treatments were crooked and did not lay correctly upon install. Five windows in our sunroom and one window in our office. A ticket was submitted, we had the valance reordered, shades for the office reordered and shades for our sunroom reordered (though I had to follow up regarding the sunroom shades as no one responded to my email about the replacement order for 9 days.) We had someone back out on 8/26 to reinstall the new, reordered shades in the office and they were still incorrect and lopsided. I requested someone come back out to re-measure all of the windows with crooked shades (the office and the 5 windows in our sunroom) and new measurements were taken. New shades for the office (the third iteration) and our sunroom (the second iteration) were ordered and someone came out to install them on 10/13. The shades for the office are still incorrect and lopsided, as are multiple windows in our sunroom. As of now, we're still waiting on a solution. This is not a high end product or a high end level of customer service. You can get a better product elsewhere. Update 10/21: I have written Karissa on two separate occasions (10/15 and 10/19), and have not received a response from her. Do not fall for the below AI generated message.

cant get ahold of anyone. Customer service line makes you leave a message and hangs up. No response to customer service emails. I had to order a new remote. They said a link would be sent when the remote arrived to schedule a technician to come out (not sure why i can't be instructed to do it myself...) - no email, no link. Calling, emailing, no response. For such a large company with in person stores AND a premium product this is ridiculous.

If I could give this place a -5 star rating I would. Customer service is the poorest I have ever dealt with there were multiple delays. We started in April 2026 and by October 2026 the drapery still wasn’t completed we had to reorder drapery on four times due to their errors and production. Halfway through the process, they suggested they might apply some sort of credit because of the sub standard product installation and fabrication and loss of fabric anytime. I tried to get that information. They refused to give me a number they said until after all drapery was installed, that still didn’t correct the fact that they installed half of the hardware with missing pieces and incorrectly, and never addressed that all they had to do was be forthcoming about all the mistakes they made and say because of all these mistakes, we will issue you a credit of X number of dollars and correct the mistakes and correct the hardware, but they couldn’t even simply do that. So now I had to cancel the entire order the partially installed hardware ruined, freshly installed very expensive wall cover that now needs to be repaired and they will not provide a credit amount or a guarantee that they will pay for the cost for the wall cover repair for their faulty installation. One of their solutions was to fully credit for the hardware and install of the hardware, but they were gonna keep a portion of my fabric and not reimburse me for it. The other option was for them to keep all my fabric come pick up their faulty hardware and I would get a full refund for the cost of hardware and cost of fabric so now seven months later I have to start all over again and purchase all brand new fabric. Do not use this place. They are sub standard customer service and in my experience their product is horrible worst drapery manufacturer out there. In my opinion I am a commercial designer and have specified and ordered literally miles of drapery in my career from different manufacturers, and by far The Shade Store is the worst of the worst I have never experienced such poor quality and poor customer service in my entire career.

Unacceptable service and recurring quality issues for a luxury price. I chose The Shade Store because of their premium reputation, but the experience has been incredibly frustrating. We paid a top-tier premium price expecting a seamless process, but instead faced significant quality and structural issues. Our custom Roman shades have repeatedly broken right where the rings attach to the shade fabric. Because the rings keep snapping off, the cords sag and droop, creating both an unsightly mess and a safety hazard. For a luxury product, this level of durability is completely unacceptable. What makes it worse is the abysmal customer service. While they repeatedly apologize, absolutely nothing is ever fully corrected. I was escalated to a Client Success Manager who informed me she only checks her emails and voicemails at the very end of the day. To make matters worse, when she is out of the office for days at a time, she doesn't bother to set up an out-of-office message, leaving you feeling completely ignored while trying to get answers. I have found this same approach with every person I have interacted with at The Shade Store. There is no sense of urgency or responsibility. One of the conversations I had with the Client Success Manager she said “I hate to ask you this but is it possible that you are using the shades too much, raising them and lowering them multiple times a day?” What???? These premium shades are meant to be used? After failing to resolve the issue, we decided to accept the offer to replace the blinds and my file was passed onto a design consultant to pick out replacement blinds. I was told to "please allow the team a couple of days to reach out" because the manager didn't even have access to her own team’s schedules. It has now been three days, and predictably, I have heard absolutely nothing from them. Passing the buck and dodging emails is completely unacceptable behavior for a company that charges thousands of dollars. We are currently left living with broken, non-functional window treatments and zero communication. I expected a luxury experience but got big-box stress. The negligence goes all the way to the top. At one point, the CEO and Co-founder, Zach Gibbs, emailed me personally stating, “do not hesitate to reach out to me directly if you have any questions or if there is anything I can do to make your experience with us more enjoyable.” I have since emailed him twice directly with my concerns and have not received a single response. Avoid this company! Please also review all of the other 1 Star reviews on Trust Pilot. They have an overall rating of 1.7 Oct 9th update- I’ve emailed Karissa at the address she provided in her response and I received a “Delivery Notification of Failure because my message to Karrisa has been Blocked” Additionally i had the Client Success Manager forward an email that I sent yesterday to Karissa and I haven’t heard back. This is consistent with all of my interactions with The Shade Store. We still have not heard from the Design Consultant who is supposed to help me pick out new window treatments. They say they want to make new blinds for us but they haven’t taken any action to make this happen. Avoid this business.

I never read any of these reviews before I ordered my shades and drapes from the Shade Store in Santa Barbara. Sonya Peterson from the Santa Monica office assisted us. She was very very knowledgeable and informative. She talked us out of a higher priced fabric that she said would not be satisfactory for our needs. She did rendering of what our windows would look like with our selections in addition to offering lots of suggestions. Sonya is very experienced and we truly appreciated her expertise. She suggested specific installers Alec and Marco who were excellent and spent at least 6 hrs including steaming our linen drapes. They did not leave until they knew we were satisfied. Today we had a service call because one of the panels stretched more than all the others. AymenChraabi came to see whether adjustments could be made before deciding if we needed a remake. Aymen spent 4 hrs making adjustments and again steaming. He had another service appointment after he had been with us for only one hour. He would not leave until he knew we were satisfied clients. He took extremely good care of us. He knew the meaning and of great customer service. We have only good things to say about the Shade Store and we want people to know that the LA/Santa Barbara area Shade Store took extremely good care of us. Make sure you get an extremely knowledgeable sales associate, that is the most important step. Maybe we are just super lucky that the whole team in this area has many years of experience and know how. Margaret and Michael

Truly awful experience with The Shade Store customer support service team. I will never purchase from the Shade Store again because it consistenly takes months to actually get stuff installed/repaired. My most recent experience: I purchased an expensive shade that broke soon after installation due to a manufacturer defect. It took over a month for a Shade Store representative to even come to my home for 10 min so they could remove the shade. They took it away without trying to fix. They promised I would hear back from the support team within 24 hours and be overnighted a temporary shade. Neither thing happened. 10 days later, I have now emailed their Customer Support team three times to try to get an update on when I would get my shade back. No one responds to my emails. After they mail it, it will take another month for someone to install it. This is not the first time this happened to me after a Shade Store purchase. I will never-ever again buy anything from this company. They market themselves as a high-end semi-luxury brand but their customer service is worse than Walmart's/Wayfair's or frankly any other retailer I've ever purchased from.