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This business manufactures and sells a wide range of custom window treatments including: window shades, blinds, drapery and curtains.
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A BBB Accredited Business since
BBB has determined that The Shade Store meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Zachary Gibbs, Partner Mr. Gregory Spatz, Partner Mr. Eden Glick Mr. Ronald Maggin, Controller
WINDOW TREATMENTS WINDOW COVERINGS
Products & Services
The Shade Store offers the following product(s): Cellular Shades, Curtains, Drapery, Panel Systems, Pleated Shades, Roller Shades, Roman Shades, Solar Shades, Vertical Blinds, Wood Blinds, Woven Wood Shades
Method(s) of PaymentCash, Check, Visa, Mastercard, Amex.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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- Guarantee or Warranty
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BBB Complaint Process
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Additional Email Addresses
- - Customer Service
- - Communication/Mass Email
- - eQuote
- - Sales
- - eQuote
- - Additional Business Login
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: a 'guarantee issue' is the best way to summarize the slew of issues that have been going on with this vendor since the springtime 2015! either the wrong materials get sent, it takes weeks to have an installer to come...and by 'wrong materials' I mean repeatedly sending the merchandise that does not fit my windows even after measurement, etc. One motorized shade remains to be installed, the wrong size sent months ago, the 'correct one' been sitting in my living room for months, they sent an installer without a proper ladder, then another installer comes today only to find that the shade is the wrong size and is not motorized! So service is shoddy, materials, etc...and if they make good on their 'customer satisfaction guaranteed' it would be good to know what they would plan on doing given than now they have wasted much of my and other people's time (and patience).
Desired Settlement: finish the job AND a refund.
Business Response: ***** ******** placed an order on 1/**/15. Upon installation the installer notified us that there was a problem with the valances. Upon installation of the valances, one of the shades was determined to be of the wrong measurements. Customer Care was notified of the shade and remade. A great deal of time in between resolution as the customer was unresponsive and later found out to be traveling. The last installation could not be completed as the installer didn’t bring an appropriate ladder. 10/**/15 the final installation took place and it was discovered that the wrong shade was made. We spoke with the customer and assured himwe would remake the shade and ship out as soon as possible. The shade store will cover final installer visit and a 15% discount was applied to his order ($1,195.76).
Problems with Product/Service
Read Complaint Details
Complaint: I went to The Shade Store located at *** ****** ****** in New York City today to order solar shades today. I have been working with one sales person at the store who previously arranged for measurements to be made by an installer. The measurements were completed earlier this week and I was ready to place my order. When I arrived at the store location, I met with another store employee, to place my order; the first sales person was not in the store today. We reviewed the specifications of my order before I left store and the sales person told me that he would email me a quote for the order. When I received sale person's email, it contained a link to place the order which I clicked and entered my payment information right away. When I received an email confirmation of my order a few minutes later, I noticed discrepancies between the final order content and the specifications that had been reviewed in the store which were also documented in the installer's measurement worksheet. Somehow, the store sales person incorrectly transferred the worksheet information into the order that was sent to me and eventually placed later. My order confirmation shows incorrect measurements and other specifications. This situation is entirely unacceptable to me; it is a huge inconvenience and waste of my time. I just can't believe that this happened after spending so much time reviewing my selections and making specific reference to the installer's worksheet during the entire process while working with the salesperson in the store today.
Desired Settlement: I would like for The Shade Store to correct my order and deliver to me items that are consistent with my specifications communicated while I worked with the salesperson in the store and with the specifications as documented in the installer's worksheet.
Business Response: The business has responded by stating:
" I’m writing in response to the complaint submitted by *** ******* ******
After researching the customer history, it looks like *** ***** hired a 3rd party installation service to come measure his windows. *** ***** double checked the measurements against what the installer noted and he found a discrepancy. We offered to send the installer back at no expense to *** ***** and unfortunately the customer was not home during the time of the re measure. We then had the installer go back for a 4th time in which the measurements were properly taken and approved by *** *****.
On 12/*, *** ***** called in stating his bedroom shade arrived with a crease in the material caused by transit damage. We are currently in production on a new replacement shade (at no additional expense to *** *****). We are not quite sure why a complaint of such magnitude would be filed against us as The Shade Store does not handle the measure + installation process and the main issue that did occur (creased shade) was immediately addressed and corrected."
Customer Reviews Summary