The Shade Store Reviews 68

Customers beware - I regret my decision to buy from Shade Store. Three months ago (April 2023) we ordered >$10,000 of motorized shades. After a multi-week delay, the shades were installed with various problems acknowledged by the installation expert. It is now more than one month since installation and 4 of 6 shades are still not functioning. We are receiving little to no support from customer service. While I realize that mistakes happen, it is the continuous lack of customer support over a prolonged period that has me extremely disappointed. Weeks go by without hearing from anyone at the company. It honestly feels like the organization gives zero effort after customer payment is collected.

Two rooms have an issue with at least one motorized shade being unresponsive. For example, one remote works 0% of the time if more than 3 feet away. Sounds like a simple problem to fix if someone at the store cared (install a new motor or remote). However after >4 weeks there is still not even an attempt to resolve the simple issue. We sent 2 emails, made a July 8 visit to the store, and followed up with 3 video emails. The lack of assistance is very disappointing.

In our third room, we have a problem of dual roller shades rubbing too closely against each other, which creates loud noises / friction (Shade Store took the original measurements). This problem was acknowledged by the installation expert. Similar to above, it took multiple emails to receive a response. We are now told the material is on backorder for at least another month. It will likely be a 6+ month installation process from order / payment date. Shade Store does not offer any alternative to accommodate us.

FINALLY, IF YOU ARE STILL CONSIDERING MAKING A PURCHASE PLEASE BE WARNED ABOUT THE FOLLOWING INTERACTION WITH OUR SALES REP: When we visited the store on July 8 to discuss motor unresponsiveness, the sales rep explained that Shade Store motorized shades do not always respond to their remote. She tried to demonstrate by continuously pressing in-store demonstration buttons, hoping the shades would not respond.

YOU READ THIS CORRECTLY. A SHADE STORE SALES REP ACTUALLY TRIED TO GIVE US A LIVE DEMONSTRATION OF THE PRODUCT NOT WORKING! I find it disappointing that she was trying to explain away our more serious problem. It also would have been nice to know this before we purchased our shades for $10,000

We purchased solar shades from The Shade Store in March 2022. The solar shades are supposed to be charged by the sun. One shade started beeping as a result of a low battery. THIS IS COVERED UNDER WARRANTY!! They replaced the solar devise but did not charge it beforehand. Now they claim that I have to pay $200 to have them come back out and fix their product. The solar devices still need to be charged once a year according to the repair guy they sent out. Has anyone else had a warranty claim that The Shade Store will not fix??? What a scam.

Not a service oriented business. I spoke with Julie about a project. Was pretty clear about what I needed over the phone. Sent pictures to the number, before realizing that the number wasn't a mobile. No option but to go through the motions of sending, again, via email, to accommodate them. After investing my efforts, and again, after describing my project over the phone, I was told that they couldn't help. Then when I asked for 10 mins, because my needs were in their realm of business, they couldn't accommodate even that, (never considering that I might want their service, for something else, in the future, or that I might have friends or Neighbors I could recommend if they had been helpful). I won't be using or recommending them, in the future.

The customer service needs improvement and communication between customer service and the installers needs improvement. Replacements must be made in a timely manner. The shades were purchased on 12/20/2022. One top/down shade has broken twice. On 5/12/23, the shade broke for the second time. The installer came out on 5/27/23, and he thought he was going to replace the shade. I had been told he was going to fix it. The string was broken, which customer service knew when they sent him out. Customer service was called while the installer was still in the house. 6/21, still no shade in the mail. Customer service says they have no record of it, but will get a new shade approved. New shade won't be mailed until July 6 and there's no installer available until after July 19th. More than two months, the problem is not resolved, and the shades are not even one year old.

I received the wrong product and am waiting to see how they handle it. I was very clear about what I wanted a feel my sales person simply wasn’t listening. The error is egregious. Praying they make it right.

Original order went well, but their customer service dealing with repairs/restringing is horrific. They will send a technician to pick it up, then they lost them. They don’t contact you, they just re-make them. And it won’t be the correct blind. When I first ordered, I named each blind using common sense. Main bedroom south, great room north. Pretty simple, yet impossible for them to get correct.

If you decide to use The Shade Store, you better hope that you never need service on them.

Horrible Customer Service. They made a mistake in placing my order (Manual shades vs. motorized). When I complained, they decided to replace the order but charge me more than what I would have paid initially.

There are so many window shade companies out there and I will definitely never use Shade Store again. Surprised they are still in business with this kind of customer service in a very competitive business.

I went to the shade store for my renovation because I was told I would have a "higher end" experience with product and service than other much less expensive brands like 3 Day Blinds, etc. Had a very poor experience- incorrect measurements, communication that was lacking - product that was delivered and installed was NOT what was promised
Once I contacted the Corp office -the leadership honored their “mission” of customer satisfaction and genuinely followed through in correcting errors and helping to right the wrongs- Jorge is amazing and is going above and beyond. I had 28 windows to start, and while I would not suggest the continuous chain or tension mechanism- aesthetically or for utility- the way that management turned the situation around has made me a fan. I am using the company for my additional windows and slider and will continue to work with them! Thank you for turning around what was a horrible, stressful experience that impacted my move into a situation ending in appreciation!