The Shade StoreReviews of theshadestore.com

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.

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.

The worst experience and a huge costly mistake. Don’t ever order from this store. 8 years ago I had a great experience and since private equity (which screws everything up an skewes everything away from customer satisfaction towards maximum profit for them) my experience this time was horrendous. I felt pressured by the salesperson to get my order in because she could have it approved overnight. Well it has to go to some central command center to be approved and overnight to the shade store now is 10 days! Never heard from the salesperson.had to follow up with her to find out. Had to pay in full. Got an installation date 6-8 weeks out and the instead of calling me got the lamest AI generated email from her that the installation was delayed not a few days but 4 more weeks. Incredible. I know full well this review doesnt means anything to them because they already had my money.insult to injury they delivered my shades without the transformers. My contract called the salesperson and she didn’t even know what she sold me and told him they were battery operated. Clueless. Now I have to wait weeks more to receive those. I’m going on four months. I hope others read and heed these bad reviews. These are cautionary tales to help others not make the same mistake. Way too expensive. Quality cheap. Interactions cold (the salesperson made the sale and then washed her hands of me). When I called her she said I have no control. I have to send those emails. Run don’t walk in the other direction.

After investing over $20,000 in custom window treatments, my experience has been incredibly disappointing. The project has been plagued by mistake after mistake. My installation schedule was mishandled due to a communication breakdown that management later acknowledged should never have happened. Two valances were manufactured in the wrong color and now have to be remade. The biggest unresolved issue is my studio roller shade. During the installer's visit, he evaluated the shade, took additional measurements, and told me he would recommend a replacement. I was later told there was no issue with the shade and that no additional measurements had been taken, which completely contradicted what I was told during the visit. I have now been told that the solution is for me to remove or file down the baseboards in my home so their custom shade will fit properly. I am not willing to alter permanent architectural features of my home to accommodate a product that does not fit as expected. I believe the appropriate solution is for the company to provide a replacement shade that works with my existing window opening—not require me to modify my home. I expected a premium experience for a project of this size. Instead, I've experienced repeated mistakes, inconsistent communication, and an unresolved issue that I don't believe should be my responsibility to fix.

I am thoroughly disgusted by our experience with The Shade Store. We bought a home that had SOME existing Shade Store window treatments. Rather than tearing them out and switching to a more reliable brand, we decided to stick with their ecosystem and spent over $9,000+ in March 2026 to finish out the entire house; we spent more than the previous owners ever did. That loyalty was a massive, massive, expensive mistake. I'm writing this review to save others from my expensive mistake. Across the board, the product quality does not match the luxury price tag: Chronic Motorization Failures: The motorized shades have suffered from nonstop, recurring failures. The Shade Store sent technicians out multiple times who claimed to "fix" and replace the motors. Every single time, the exact same motors fried and died again, sometimes LESS THAN A MONTH LATER. This is a home with no kids or large pets, just gentle, standard daily use on the timer that we also purchased from them. Now, instead of properly diagnosing the root cause or admitting they are cycling through faulty replacement stock, they cut us off and demand $500 per window to replace motors that are barely 5 years old. Terrible Manual Blinds: The manual pull shades are just as frustrating. For a premium brand, the hand-pull mechanisms feel cheap, clunky, and oftentimes catch and don't even pull. They constantly stick, resist smooth rolling and skew unevenly. You expect butter-smooth operation at this price point, but you get hardware that performs worse than off-the-shelf budget blinds. I had them look at these, and their response 10 days after installation was “that’s just how hand-pull blinds work.” WHAAT? They just sometimes don’t work? Give me a break. To spend nearly five figures with a self-proclaimed "luxury" window treatment company only to receive defective motors, substandard manual hardware, and an extortionate fee structure to fix their own recurring issues is infuriating. They take your money upfront, but once installed, you are left with broken shades, terrible mechanics, and zero accountability. Do yourself a favor and go with Lutron, Hunter Douglas, or an independent local drapery workroom. Avoid The Shade Store at all costs or you'll be like me and be stuck with numerous motorized blinds that don't even operate.