The Shade StoreReviews of theshadestore.com

The only good thing I can say about this company is that their design consultants are lovely, and the technicians are very professional. However, they are overpriced and way over-hyped, for the quality of work they deliver. Also, for someone who prides themselves on customer experience, their customer service is the absolute worst! If I could rate them a zero I would! My experience with The Shades Store started in June 2023 and ended in February 2024. I placed my order for custom, motorized shades even before I moved into my new apt. I live in a NYC apt., I only have two large, floor to ceiling windows and the cost was $6k. This I was willing to splurge on as I viewed it as an investment. My apt. doesn’t get direct sunlight, thus I expected these shades to last me a long time, which is how I could justify the expenditure. Three replacement (poorly constructed) shades, incredibly unresponsive customer service (who didn’t even finish the order for the 4th replacement shades after 3 weeks of re-measuring my windows), and 8 months later - I finally got my refund back. And they had the nerve to try to keep almost $850 for the installation fees/taxes. I had to remind them that the sale had been nulled when their product was returned to them, and certainly no installation fee applied, since there was nothing installed on my walls. They even took the screws holding the shades up, so how could they justified trying to keep $850 of my money?! Absolutely THE WORST experience I’ve ever had with a company! Don’t recommend. Save your time, money and energy. Go to someone else, anyone else.

After spending $45K in the shade store I have received terrible customer service. I’m still waiting for curtain panels for my master bedroom that were supposed to be installed in mid December. This is delaying me moving into my new house. Now I’m being told early February. This is a product that is supposed to have a three week turn around time. I was never told ahead of time it was delayed - they just didn’t show up with the rest of my order which had many mistakes. Measurements were wrong, product info was wrong etc. one of their installers drilled a hole in a window in the wrong location which is visible and just left it there. When I tried to reach customer service no one would call me back, they pass the buck- basically no one cares. It’s hard to get anyone on the phone - they simply email you back but don’t address your problem. After numerous attempts via phone, email etc I finally get customer service to respond and they offer to comp me installation on a single product ($500) for all my problems and then they charged me for it!! I then had to spend another two hours trying to get the charge credited. Multiple emails, phone calls etc. I still haven't resolved the missing curtains. Whenever I have managed to get customer service on the phone they were rude! This is a terrible company - don’t use them. For the prices they are charging they should be providing great customer service!! Look at all the bad online reviews!

I paid $20k in Jun 2023 for blinds and shades. It's now January 2024 and the order has still not been completed. The blinds themselves are fine, although they were installed too close to the window, so I had to get them remounted so I could actually open the window. The main problem I have had is with the drapes and the drape tracks. I ordered two specialised tracks. The first was placed too close to the windows, which prevents me from opening them and the second has never been the correct shape. I'm currently waiting for try number three. As others have mentioned, their customer service is atrocious and it is incredibly difficult to get timely appointments. I would write emails and call, but was basically just ignored. They even cancelled an appointment I had without notifying me. I finally managed to get a hold of the Customer Experience Manager, who did push things a long initially. That said, I recently emailed to say that I've had enough, and that this is their last try to get it right, and since then I haven't heard a peep. My advice to anyone, don't go near them. I have tried to be polite in all of my correspondence and work with them to solve the problems, but it has got me nowhere. Since speaking about my experience to friends and acquaintances, I have since heard back similar stories of a high level of mistakes and difficulty getting refunds. I just don't know how they are still operating.

We ordered blinds and shades for all 3 levels of our entire home. It was a substantial purchase that they made us pay for in full prior to manufacturing. They started installation on 12-6-22. It’s now mid-November of 2023 and we’re now into our 12th month, and we still have a house full of defective products. We're talking every room here. Not to mention the damage they’ve done to our door, casing, and walls. It has been a complete debacle from the start. We have given them numerous opportunities to properly hang and install the top-quality products we were promised. And each time they have shipped more defective products. Even the latest installer confirms the defects and feels our pain. They have been long on apologies, but short on providing quality products. We finally told them in October we had had enough and wanted our money back. And we wanted them to pay for all the damages their installers had done to our home. After that, the customer care rep stopped responding. So, we mailed a certified letter to their CEO. But that was met with silence as well. They’ve stopped responding entirely. But silence won’t make us go away. To say we’re disappointed is an understatement. We’ve now escalated our commitment to full restitution for product and damages.

Ordered and paid for $25,000 of curtain panels. Measurements were a mess, had to go back and forth with them several times as their measurement person couldn't seem to grasp which windows we were even measuring. Finally received them after months of waiting. Installed - they are all too long. Debated if we wanted to deal with taking them down and waiting more time, finally decided to go ahead with it. When the installer removed the six panels he only had one box so he put the remaining four in trash bags and said he would get them taken care of and labeled. Now, two months later two panels shipped back to us, the other four? I called customer service and he said he'd check to see where they were and would get back to me by the end of the following day. If they couldn't locate them, he assured me that they would remake them "free of charge" REALLY? Thanks a lot, how generous. No surprise here, no phone call. I called this morning after not received my promised phone call and evidently they were thrown away. Now we wait, more weeks. This has been going on for close to ten months. I am so frustrated at this point and now it's Thanksgiving and the holidays coming up and I have curtain rods with no curtains.

I ordered the shoji screen like shades for a slider and a side window. The side window shade was cut too short and the slider shade has developed streaking and staining from the sun exposure. I scheduled for remeasurement and possibly replacing, however, after taking time from work to meet the technician, they had to reschedule. I am no longer interested in finding an alternative product and losing time waiting on techs coming to correct errors. The local team in my area are superb but the execution and quality issues are sub par.

From the sale ( they "RANDI" was on top of everything [ gather to get my money], after paid NOT SO MUCH. EXCUSES, DELAYS (scheduled measure and actual install [ called to check on appt was confirmed but at a completely different time than i chose and while on call with Yareidy I received 4 calls stating the installer was out sick, LIES AND MORE BOLD FACE LIES. Yareidy, the drapes were installed, and done by 7:37PM, yet I see no credit as per our call 625.00 only your email with an WRONG AMOUNT, kindly advise and reply to my emails,. If I do not hear back and see my credit by Monday, I will dispute the entire charge. From: Yareidy Blanco Good day Jeff, I want to once again apologize for the inconvenience we have caused you. As a result of this inconvenience, I will be processing a credit for the installation portion of your project. I will follow up with you tomorrow upon the completion of the shades to ensure everything went well. Please do not hesitate to reach out to me if you need anything else at all. I appreciate your patience and look forward to a successful installation. Kind regards, Yareidy Blanco THE SHADE STORE t: 800.264.4594 | p: 914.908.4108 Ext. 610

We ordered new motorized roller shades; they were working fine and then one of them stopped working. I called and told them the issues; they ordered a new motor. No one told me the motor was on backorder until I called. I have to keep calling every single day to get an appointment! Apparently, I live in an out of service area where the technicians do not go often, so I am at their mercy to get an appointment!!!! It's been going on two months now and shade is still not fixed. It's ridiculous, I should have gone somewhere else. The shades are very nice when they are working, if you need repairs, beware!