The Shade StoreReviews of theshadestore.com

terrible customer services.... avoid this company. I'v been trying for months to have them fix a blind. The product quality is also poor

absolutely non-existent customer service. AVOID LIKE THE PLAGUE!!! I spent 1000's of dollars on shades and went into the shade store to ask how to clean them because I was so worried about ruining them. I was told to "Use a magic eraser. Lightly wet and use". It RUINED my shades. They sent a person out who told me they needed to be replaced and the magic eraser should have been dry... again... never told that. Customer service has ignored emails and multiple calls. Absolutely disgusting!!!

Very poor after care and customer services. One of my blinds was faulty. It’s been almost 4 months and still no replacement.

I’m not sure why people aren’t satisfied with this place but I had a great experience with Janet from the Boca Raton, Florida location. Very professional, very helpful, and very accommodating. They are also very quick at responding to any questions I might have so I highly recommend.

We had a fantastic experience purchasing our new roller shades from Lisa Smith at The Shade Store in Newport Beach. The store is well-stocked with a great selection, making it easy to find the perfect fit for our home. Lisa was incredibly helpful, knowledgeable, and low-key—no pressure, just great advice. She sent us home with plenty of samples to try, ensuring we made the right choice. The entire process from selection to purchase, was seamless, and the installation flawless. We couldn’t be happier with the result and are now customers for live.

Poor instillation, wrong size on one of the shades. Poor follow up

I am writing to formally express my disappointment with the service I have received regarding the faulty romains I purchased from your store on [purchase date]. Despite my efforts to seek a reasonable resolution, the refusal to replace the defective item has left me dissatisfied. As I require a functional product, I have obtained quotes from other providers and have decided to proceed with an alternative supplier. Unfortunately, this experience has led me to feel that my money was wasted on an item that does not work through no fault of my own.

I wish I had read the Trustpilot reviews before purchasing. Many of the concerns shared here align with my own experience. Over the past 2–3 years, we purchased more than $75,000 worth of window coverings from The Shade Store in Palm Desert, CA. Our initial motorized shades were relatively straightforward, and despite a few issues, we were ultimately satisfied. However, in 2024, we ordered several custom drapery treatments, including custom rods, cornices, and motorized drapery, and encountered significant challenges. Unlike many custom window treatment companies, The Shade Store operates with a centralized production model—local showrooms have limited selection, and everything is manufactured elsewhere and shipped directly to the customer. This means large orders arrive in multiple shipments, requiring customers to store boxes until all items arrive before scheduling an installation. Installation Delays & Staffing Issues The real issues began with installation. The Palm Desert showroom appeared to be understaffed, sometimes closing on certain days, and we were informed that local installer availability was very limited, with only two installers covering a large area. As a result, appointments were booked out several weeks. When our installation date finally arrived, we expected a thorough, professional service given the scope of our project. However, one installer was assigned to handle nine windows, including two massive sliding door systems (20 and 30 feet long), with only about five hours allotted. The installer immediately acknowledged that he couldn’t complete most of the work alone, meaning we had to reschedule—another delay of nearly a month. Upon contacting the local showroom, we were told they had no control over scheduling and that we needed to reach out to customer service. I escalated the matter, emailing customer service and copying the company’s founder, Zack. I eventually received a response from a representative named Davon, who assured me that two installers would be scheduled for a full-day appointment to meet our deadline. Product & Design Issues While we appreciated the expedited rescheduling, the installation revealed multiple product and design flaws, including: • A cornice that was too short, failing to cover the tops of the window treatments. • Drapery rods that sagged due to inadequate support. • Other design issues that impacted both function and aesthetics. The installers did what they could but informed us that another visit would be required. Unfortunately, at this point, customer service became unresponsive. Despite my repeated attempts to follow up, my original contact, Davon, never replied again. After further persistence, I was eventually connected with another representative, Alex, who spent over an hour on the phone going through the outstanding issues and assured me he would follow up on Monday with a resolution and a new installation date. That was over a week ago, and I have heard nothing since. Lack of Accountability & Unresolved Issues At this stage, I still have incomplete window treatments and unopened boxes sitting in my home, despite having paid the full amount months ago. Emails to customer service have gone unanswered, and I am now initiating a chargeback through American Express due to the failure to complete the work as promised. Having been in the retail industry, I consider myself a reasonable customer with realistic expectations regarding quality and service. Unfortunately, this has been one of the worst experiences I’ve encountered—especially frustrating given that we are rebuilding our home after a fire. Moving forward, I will prioritize working with locally owned businesses whenever possible, as my experience suggests that large national chains like this may lack the necessary customer care and accountability for high-value custom projects.