Thomas Sanderson Reviews 

The order has taken 7 months to finally be completed. I experienced discontinued fabrics, sales reps not arriving in the booked slot therefore I lost money as turned down work, sales reps ignoring my messages on many occasions, nobody took charge of the account to follow up consistently, the blind installed had a faulty motor, replaced with another faulty motor, eventually sorted only because the fitter contacted me. Nobody from head office has properly apologised. It’s been stressful and upsetting. I would never use this company again, 7 months is an appalling service.

Since completing the order only 2 days ago, I have had head office contact me, not to follow up on the terrible service but to chase for the final payment and also an email threatening with debt collection. Suddenly when money is involved on their side they are able to follow up on an account. Utterly despicable.

Be aware the Thomas Sanderson are merged with Hillary’s Blinds so I’d advise against both companies.

Please see my previous reviews of Thomas Sanderson. They have come back to me again via Trustpilot to ask for the same information again which I sent them 2 weeks ago. I’ll leave an updated review when and if they contact me ….

Pleasent guys. Garage door looks good.Bit late in recommending these two.

Finally had my bathroom shutters fitted after they measured wrong the first time and two occasions where the fitter let us down. The fitter Craig scratched our painted toilet seat and denied doing it and the customer service just said they believed him and wouldn’t do anything! He spent more time outside talking on his mobile than concentrating on his job hence probably rushed it and used the toilet seat to put tools on. £90 toilet seat ruined!! I’d never use them again. I would recommend taking photos of a room they are fitting in and inspect it immediately after if you do use there services.

Hate this company.
Ever since the shutters were fitted they've been shoddy and they come out repair them and then they go again, now they say they're out of warranty.
Going to sue them.
Customer services - dont bother writing a messaging saying how sorry you are and how you'll look into it - you dont.

Amazing fitting service Tony Allen was friendly, efficient, skilled and tidy . I would 100% recommend purely off Tony’s work

If I had realizesed 9% of reviews were 1 star I would not have chosen Thomas Sanderson as I sadly experienced 1 star service. In summary the blinds were fitted incorrectly and despite not signing the post fitting approval form and speaking to their customer service department, no resolution was provided. However, they did send payment reminders whilst ignoring my complaint. As a result I wrote to the CEO and I got an initial response however despite providing photographs no one responded and things went quiet until payment reminders resurrected. I have since written to the CEO and the team that responds on his behalf will not resolve the poor fitting or redress the poor experience to date. I would strongly recommend to avoid buying from Thomas Sanderson as the reviews indicate, if you have a problem no one including the CEO is interested in solving it for you.

Ordered bi-fold blinds for our kitchen through Thomas Sanderson which were very expensive and when the mechanism which keeps the blinds up failed to work, Thomas Sanderson failed to provide any support or recommendations on how to fix since the warranty expired. I would not recommend this company since the customer service experience was so poor!

Absolutely terrible, 2 weeks after fit date and still no eta on when the shutters will be ready. I took the day off work on the 6th of May for my new shutters in my bedroom to be fit . I removed all my curtains poles etc ready to be fit. I had no phone call no one arrived. It wasn’t until contacting Thomas Sanderson my self that I discovered there was a manufacturing delay. These things happen. But to not inform me at all and taking a day of work!!!! Not good! Now 2 weeks later still no update of eta and I have no way of blocking the streetlight outside my bedroom window. Genuinely shocking service go elsewhere clearly they have gone downhill!

Dont waste your money and full for the sales pitch. They are overpriced and dont provide quality. I have had my complaints in of unfinished shutters since December and its still not resolved.

Avoid!

Update:
There no point calling the team as your just say the same thing you previously did, you cant do anything else. I reported to Trading Standards and this is the next step, the point on my view was to warn others.

Edited to 5 stars. After leaving this review I’ve had the contact below. When I made the call to TS customer services, I got through to Richard, explained the situation. He found my details on the old customer database, created a new account on the new customer database and gave me my account number. He ordered the parts he thinks I need. If the parts are obsolete or not correct that is fine, and I totally accept that. I was just annoyed about originally being told they cannot help due to when I became a customer. Thank you TS for reaching out and to Richard for his excellent customer service which deserves the 5* updated review.

I’ve had my individual window blinds installed my conservatory for many years without any issue, until recently one blind bottom ping up on one side. It seems the black part that screws into the window frame and holds the bottom, has broke so now my individual blind cannot be used. I contacted Thomas Sanderson advising when I had the blinds installed and the parts I need, with photos. I was asked to reply with my address and send the photos again as they could not find me as a customer, so I did. I then got a response that said you are obviously a customer of more than 5 years so we can’t help you! I was very shocked at the response given my initial email advised them when I had the blinds installed, so what a waste of everyone’s time. I now have no idea if I they still use these parts or if I can purchase them anywhere else due to the lack of help from Thomas Sanderson Customer Service. Very disappointing.

I have ordered wooden blinds and shutters.Im super happy with the quality and the price.Ilir Rrustolli our fitter contacted me always a day before our appointments regarding arrival times.He did wonderful job fitting blinds and shutters on top of that he maintained the whole area clean.The price was good as well.

First class from start to finish. The salesman was great no hard sell. The workmen were efficient, and cleaned as they worked
Very pleased with the product.

The shutters and fittings are of a better quality than any other companys i looked at. And the sales man was lovely. But i waited 6 months for the installation after my purchase, and ive only given 3 stars because the communication wirh customer service is sparse.
After they were installed, bits were sized incorrectly and a lot of damage done in order to get them up.and not leave me waiting any longer. I was told not to open 4 of them untill they were repaired with new parts and im still waiting for these new parts and repairs 3 months later. I expected more from this quality company.

Updated review below 21.5.25
Demi your response to me says... following my visit on 2nd may??? I have not had any visit since the installation on 19th february. The parts needed were orderded on the 19th february. It is now 3 months since this was done. It should not take 3 months to log in the system!

Ordered 1 bay window shutters paying 1200£ (vinyl ones - translated, plastic). That’s a lot. But ok they look beautiful. Shame that after not even 2 years broke. I was told at the time of buying that they came with a 5-year warranty and yet, when I called to arrange a repair they asked me 75£ charge for the installer to visit (not even repairing it, just seeing what the problem is). Wow. I don’t think I would recommend this brand to anyone and surely I wouldn’t buy them again.

My original correspondence started with Hilary's, when they could not fob me off, they transferred me to Thomas Sanderson Customer Service, who are obviously just as bad as Hilary's, whom I assume must be a part of the Sanderson Group, which incidentally used to mean quality, but not any more.

Hilary's Case No. Re: 8429764
I made my complaint to Hilary's regarding the fact that they had turned the hems on my vertical blinds the wrong way, many emails have passed back and forth, and despite the photographic evidence supplied, i.e. photos from their own website and photos of the actual blinds fitted, they have denied any responsibility, it absolutely beggars belief that despite being confronted with this evidence they still maintain that they are right and I am wrong. I am an old lady of 78yrs and I could kick myself for paying upfront for my blinds. My advice to anyone who reads this review is to stay clear, once Hilary's have your money they do not care, to the extent that by their treatment of me, basically implys that there is something wrong with my eysight, although they have not said so in so many words, but the implication is there. ONCE AGAIN STAY CLEAR OF THIS COMPANY, THEY ARE NOT THE ONLY SUPPLIER OF BLINDS OUT THERE, I just wish I had given it more thought before going with this crew, BUT I AM NOT YET BEATEN, this 78yr old will take it as far as is possible.
MY RESPONSE TO HILARY'S COMMENTS
Let me make this perfectly clear following Hilary's response to my review above, I was not in way complaining that the louvres were hemmed, I was complaning that the hemming on the louvres had been turned in the wrong direction, I don't know how much clearer I can make this, I cannot believe that anyone from your organisation can look at the photographic evidence, copied from your own website, and the photograhic evidence of the louvres that you actually supplied me with, it is truely astounding.

Date of experience: 20 April 2025

Top quality awning fitted by top quality fitters Chris and Mike

Garage Door.
One star rating and here’s why.
First consultation 7/11/24, great presentation and very impressed, so much so placed an order, had 3 quotes and whilst not the cheapest, seemed to be worth it after extensive research.
Garage was measured on initial visit and no mention of ‘Uneven floor (sloping)’, until supervisor turned up and measured again, only to be informed a ‘special’ order bottom panel will be required at additional cost. After some negotiation agreed to extra cost.
Garage door fitted before Christmas, with extra cost panel, and the door looked awful as well as the finish being very poor. After many emails of complaint and some time another panel was ordered and fitted, looked better but the rest of the finish was still very poor. During this fitting the installers managed to scratch 2 panels of door, when questioned they clearly did not accept it was them. However, I had a before and after pictures so emailed company. Finally they agreed to replace damaged panels and complete the other issues we he’d since first fitting.
There Installers had little or no Customer skills and were argumentative, on one visit I asked one of them to leave.
We complained many times and asked for our issues to be escalated and their QA dept involved. No evidence of either happening.
The job was finally completed (95% to our satisfaction) after about 4 months. We had had enough by then !
I have a huge file with all the emails between us that we will be keeping for future reference.
This company was not professional/understanding/Customer caring in our experience and would not recommend.

This company does not care about you as a customer after they take your money. I ordered a blind in November and the sales women told me there was a 2-3 week time frame for it be installed. Only after they took my money was I informed the next available date was around 9 weeks later!

I eventually had a blind fitted in January 2025 which turned out to be faulty. Despite multiple emails, calls and the fact they told me the replacement had been collected (by their fitter) in February I still don't have a replacement blind or a date for one to be fitted as of May 2025 (4 months later!)

To top it off I wrote a complaint which was not even acknowledged or replied to.

I would suggest you spend your hard earned cash somewhere else and on a company that actually values their customers and knows what customer service is.

No doubt they will say they are looking into this as a matter of urgency as they have with all 1* reviews. However, I have heard this ever since the issue was raised and it has supposedly been escalated multiple times within the company yet I am no further forward.

If you go to your helpdesk and you look for Chris Fairchild you might see the situation a lot clearer. The last six weeks all I have had from your company is the automated response to e mails. No return visit , no “ spares” delivered no support at all.

I spent fortunes on these blinds. One lot of blinds have never been right. I have even offered to pay and nothing. A technician visited two months ago went off for parts hasn’t bothered coming back. I have written 15 e mails and still I can’t get any service. Customer service is a disgrace. How can it take five months to repair a shutter that was faulty in installation and that I’m even willing to pay for to get it fixed. You should feel ashamed taking peoples money.