Complaints

This profile includes complaints for The Shade Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Shade Store

  21 Abendroth Ave Port Chester, NY 10573-3332

  
• 

  The Shade Store

  115 Main St Westport, CT 06880

• 

  The Shade Store

  929 N Saint Asaph St Alexandria, VA 22314

• 

  The Shade Store

  7116 Bethesda Ln Bethesda, MD 20814

• 

  The Shade Store

  3950 Townsfair Way Columbus, OH 43219

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The shade store sales associates do not communicate any detail of installation or delivery. They take your order and money, then throw their hands up in the air saying not their problem, Good luck. Since the moment I received notification of products being shipped directly to me, which I was unaware of, it has been a constant battle to get this order correct. I have asked for a corporate executive to give me a call in regards to the constant ongoing issues and problems This is causing me. As of November 15 2023 I have heard from NO one. All I have been told is every issue is my fault and my problem. They have $16000 plus of my money and I demand a call from the corporate office!

  Business Response

  Date: 12/11/2023

  Hi ************** offer my sincere apology for the experience you have had thus far. We value your time and business, and I am truly sorry you feel our actions have not properly demonstrated that. We take our clients' satisfaction very seriously so I would appreciate the opportunity to discuss what has occurred and offer my assistance to turn the experience around and restore your faith in The Shade Store. Please contact me at ************ or by email at ************************************. 
  Thank you, 
  ******************* - Senior Manager, Client Experience
  
  

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Shade store came to our condo to bid for shades in March 2023. Due to the very long window in bedroom one, we asked for a remote/motorization, since there would be do way to reach the shade controls without standing on the bed. ***********************, our designer, agreed that would the only solution due to the configuration of the room. On July 7, 2023, we signed a contract for what we thought was for motorized shades. When the shades were installed on August 2023, not only were they properly installed, but there was no motorization and the shades did not open properly, getting stuck in the lowered position. And the middle shade could only be opened by standing on the bed. The Shade company and ******* were notified of the situation. ******* said she wanted us to be 100 percent satisfied. She sent a second person over since she said the shades we not installed correctly - and he could not get the shades to come up without going crooked. He said that was all he could do. ******* said she would be back to me right away, but has not. I called again and asked to speak to a manager - *********************- (see email) he that there was not a refund and it would cost extra for motorization, but agreed the design did not make sense for the room with just manual shades. I asked for either a refund and remove the shades, or for motorization be added to finish the job ( I would have gotten other bids had I know it was going to be more than $6100). He said he would evaluate, but would not tell me who is manager was and would not let me speak to anyone else. And it would take another 3-5 business days for an answer. I just want the promised job for the price I was told - $6100 for motorized shades that WORK

  Business Response

  Date: 09/09/2023

  Hello ******,

  I offer my sincere apology to you. Our customers' satisfaction is the center of what we do and I realize we did not measure up in your personal experience thus far, however, I would very much appreciate the opportunity to discuss what occurred and double the efforts to correct it and earn your trust back. Please contact me at ************ or by email at *************************************

  Thank you, 
  ******************* - Senior Customer Experience Manager
  
  

   

• Initial Complaint

  Date:08/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase: 7/18/23 Amount Paid: $15,000 USD Business Commitment: mail purchased products and install them **************** cancelled install the night before (rec'd call at 536p on 8/8 for 8/9 install date) Has business tried to resolve the dispute? They have not been responsive/helpful in helping us obtain a sooner install date.Product Order #: ********* Installation Order #: ********* Project #: *********

  Business Response

  Date: 08/14/2023

  Hi *****,

  I offer my sincere apology for the inconvenience you experienced. When you and I spoke last week, I was glad to have been able to offer you an installation appointment on Sunday, 8/13. After looking at the report from the technician, it states the appointment was 100% successful so I am hopeful you are in agreement. 

  Our customers' satisfaction is the center of what we do so I hope my efforts and unconditional commitment to customer satisfaction helped turn your experience around a bit and I hope that I have helped to restore your faith in The Shade Store. 

  If I may be of further assistance, now or in the future, please let me know by contacting me at ************ or by email at ************************************.

  I remain at your service.

  Kind Regards,

  ******************* - Senior Customer Experience Manager

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I placed an order with the shade store in ***** (design district location) to replace all shades on my 3 story townhome. The total cost was between $30-40,000. The order was initially delivered in September 2022, however, shades were a combination of missing, improperly measured and broken, It is now August 2023 and I have been working with them to get replacements installed. After almost a year they are not working to get these problems rectified, ignore my emails, continue to send incorrect replacements and refused to just refund my order. I cannot get the help I need with them and so have now come here to report them . My order with them was *********. The order is under ***** Block.

  Business Response

  Date: 08/07/2023

  Hi *****,

  I offer my sincere apology to you for not living up to the values expected of us at The Shade Store. Our customers' satisfaction is the center of what we do and I realize we did not measure ** in your personal experience thus far, however, I would very much appreciate the opportunity to discuss what occurred and double the efforts to correct it and earn your trust back. Please contact me at ************ or by email at *************************************

  Thank you, 
  ******************* - Senior Customer Experience Manager
  
  

   

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The problem has not been adequately addressed with shoddy product being delivered and no assistance with customer support over almost two years.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ******** has yet to address this issue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 08/25/2023

  Hi *****,

  I have emailed you regarding this. ******** is aware and waiting for you to connect with her so she can assist. If I may further assist, please let me know. I remain at your service. 

  Thank you, 
  *******************

  Phone: ************
  Email: ************************************ 
  
  
  
  

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had four defective shades, which were fraying on the edges. The company only replace two of them and said they would follow up and replace the other two which inadvertently were not sent. I've been trying since March to get the other two I have sent pictures of the exact description of each of the two shades which they requested and have not received responses from anyone. I have called multiple times to **** in ************, ******** in New York, and *****. All I promise to get back to me the order number is ********* and send 2 new shades.No one has responded.

  Business Response

  Date: 08/04/2023

  Hi *******,

  I offer my sincere apology to you. Our customers' satisfaction is the center of what we do and I realize we did not measure up in your personal experience thus far, however, I would very much appreciate the opportunity to discuss what occurred and double the efforts to correct it and earn your trust back. Please contact me at ************ or by email at *************************************

  Thank you, 
  ******************* - Senior Customer Experience Manager
  

  
  

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background: On January 9, 2023 I paid The Shade Store in **********, ** $5894.21 for shades which were four floor to ceiling shades, each requiring its own chain pull. The size of the window frame would not accommodate motorized control mechanism and required manually operable chain pulls. Initial installation was on January 31 however the shades lacked the fabric border that was to prevent the shade material from fraying which had added $900 to the original cost. On February 21 the company installed new shades with the fabric border per initial order specifications.Complaint: The chain pulls of the new shades are leaving a black metallic residue on the hands and when I complained, on May 1 they sent out a serviceman with a *** ***** sponge to use on the chains which did not solve the problem since no matter how many times you wipe the chains they continue to leave the black metallic residue. I complained again and the "brass" chains were switched to "chrome" chains. However, these chains also, to this day, continue to leave a black residue on the hands every time the shades are opened or closed. When I complained that the quality of the chains must be poor and that they should replace them with better quality chains that will not "bleed" ***************************************** of The Shade Store informed me that he could not "source any other type of chain since the ones offered fit the clutch mechanism exactly which will not be the case with other chains". He offered to "swap out the control mechanism" and replace it with a motorized one (additional cost, inconvenience credit) when initially it had been determined that these windows would not accommodate the motorized mechanism. To this day the chains continue to bleed black residue. I want these chains replaced with a set that will not bleed. They have plastic chains but they are not strong enough to carry the weight of the shades that are floor to ceiling, 9 feet.

  Business Response

  Date: 07/12/2023

  Hi ****,

  I offer my sincere apology to you. Our customers' satisfaction is the center of what we do and I realize we did not measure up in your personal experience thus far, however, I would very much appreciate the opportunity to discuss what occurred and double the efforts to correct it and earn your trust back.

  Please contact me at ********************* or by email at *************************************

  Thank you, 
  ******************* - Senior Customer Experience Manager

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Shade Store walked off the job after damaging our home and furniture and left roller blinds and drapery that are damaged and poorly installed. We paid $22,633.54.There was no mutual agreement to the terms they presented. We will accept the amount equal to the cost of the items we ordered, which we were paid, as compensation for the damage to our home and furniture, however, this payment does not absolve The Shade Store from the contract you signed to provide, install and warranty roller shades and drapery at our homes.The Shade Store:- In our *********** home, damaged our wallpapered walls by installing hardware in the incorrect location, scraped our restored ******** dining table, left torn drapery and faulty installation after 2 visits, and delivered replacement drapery without installing them - In ************ apartment, left shades that bounce when descending, are lopsided with one end hitting the floor and are curled and fraying on the sides after a 3rd visit with two of your lead pros, who were not aware of all of the issues and argued with me about the recommendation your lead pro made during the 2nd visit to install a 1/4 shim.You deny the damage to my dining table, stating your installers are honest about damage because they are not blamed if they confess to it - so do you continue to send out installers that have a record of damaging homes?During the 3 months, we received multiple emails with apologies from you and your team, admitting fault.The Shade Store should address the issues in the ******** apartment and provide the full warranty per the contract. My husband will meet ****** the installer as I dread having to deal with this any further. On your third try, the drapery arrived undamaged and correct. Using a professional installer from a local company made a huge difference as the curtains finally hang properly. The Shade Store also needs to reimburse us $340.

  Business Response

  Date: 07/10/2023

  Hello ***,

  Our customers' satisfaction is the center of what we do and I sincerely apologize you don't feel the resolution we provided is acceptable. Due to the experiences our technicians had in your residence, we are unable to return. We did, however, make an exception to our policy and provided you with a full refund of the amount you spent on your order with The Shade Store. We will be issuing you a final check in the amount of $340.00. This will be the final compensation offered and will complete this project. 

  Kind Regards,

  ******************* - Senior Customer Experience 

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You reference the experiences of your installers in my home, but given your stated commitment to customer service, you should be focusing on the experiences of your customers.  And given the issues that I reported regarding the damaged products and poor installation including damage to my home and furniture and resistance by your installers to correct a defect identified during a previous visit by a "lead pro", it's counter to any customer service philosophy that you would turn around the complaints and blame the customer.  Given all the complaints on the BBB website, it's clear that you have issues with delivery of quality products and service to the customer.  I regret not having read these complaints prior to signing a contract with The Shade Store.

  Specific to the damage to my dining table, which is telling about your operations, you stated your installers are honest about damage because they are not blamed if they confess to it - so do you continue to send out installers that have a record of damaging homes?

  As I said, there was no mutual agreement to the terms in the email sent by ***************** sent on 6/21/23.  We will accept the amount equal to the cost of the items we ordered as compensation for the damage to our home and furniture (and recent agreement to reimburse us for the installation of the drapery in our ** home), however, this payment does not absolve The Shade Store from the contract you signed to provide, install and warranty roller shades and drapery at our homes.

  We demand that The Shade Store address the issues in the ******** apartment and provide the full warranty per the contract.  ****** must be one of the installers sent to the apartment, and my husband will meet with him as I dread having to deal with this any further.  

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If customer satisfaction is at the center of what you do, your goal should be to provide satisfactory products and installation and a guarantee/warranty - the 1st time, not the 2nd, 3rd, 4th, 5th, etc. time.  
  
  You have failed to provide all of those elements with my purchase.  Reading all the complaints on the BBB website, its clear that you are falling short with many other customers, too.  When I told a friend about my experience, she said she had the same experience and The Shade Store had to return 3 times to resolve all the issues.  There are many other dissatisfied customers than those who wrote to the Better Business Bureau.  
  
  If you want to get technical, yes, you did not sign a contract.  However, its strange for you to point to that as your excuse.  What you did do was accepty payment for an invoice in return for products, installation, and a guarantee/warranty.  I received damaged products, incomplete and fault installation, and now, an unfulfilled guarantee/warranty.  You even left my home and furniture damaged in the process. 
  
  You have an obligation to complete the work and stand by your guarantee/warranty.  You have drilled holes in my apartment in ** with faulty products that are designed specifically for your motorized shade system and still have not gotten the installation right and left me with damaged shades.
  
  Refunding our payment does not absolve you from the guarantee and warranty that accompanied our purchase: *********************************************************************************.  In this link, it specifically states, No agent, representative, dealer or unauthorized employee of The Shade Store has the authority to increase or alter the obligations under the Warranty.
  
  We demand that The Shade Store address the issues in the ******** apartment and provide the full guarantee and warranty per the payment we made.  The installers you sent could not properly install the products, and ****** was somehow always missing, so I agree you should not send them.  You can send 2 other installers - try to send your best - and my husband will deal with them as I no longer wish to do so.  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************
  
  
  
  
   
  

  Business Response

  Date: 07/12/2023

  Hello ***,
  
  I sincerely apologize you don't feel the resolution we provided is acceptable. Due to the experiences and unprofessional treatment multiple technicians had in your residence, including ******, we are unable to ever return to your residence.

  Our obligation was to provide you with the product you purchased, and we completed that obligation. Additionally, we made an exception and provided you with a full refund of the amount you spent on your order with The Shade Store, and also allowed you to keep all of the product.

  As previously stated, we will be issuing you a final check in the amount of $340.00 to reimburse you for the fees you paid to another vendor to complete the installation. This will be the final compensation offered and will complete/close this project. 

  Kind Regards,
  ******************* - Senior Customer Experience 

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi - we had an installation of shades on Friday May 12, working with **********************************. We have had multiple issues:1. The installer came late, after the end of the installation time window we had been given (after we had fully rearranged our schedules to accommodate the needed window)2. 5 of the 13 blinds are purchased had been mis-cut and so could not be installed. 3. For 2 of the blinds installed, the connecting cord was too long and not neatly attached and hangs in view in a sloppy and unsightly way 4. This morning, one of the 7 slides that was installed stopped working. We have been told by ***** that it will take multiple weeks to fix our issues and we have been given no date to complete the work. ***** only responded to our email about our experience, which we sent on the 12th, on the 16th. At the same time, the Shade Store does nothing to compensate for their mistake - so we have paid $24K for the full work, have had only some of this work done and some of that poorly, and have no promise for when the issues will be fixed.Our desired resolution is that (1) the blind and poor installation be fixed this week, (2) we be given a choice of date for installation of the shades that need to be recut for sometime in the next two weeks (noting that a week has already passed since the poor job) - and we need some level of certainty about this date by end of this week.

  Business Response

  Date: 05/23/2023

  Hi **************** offer my sincere apology to you. Our customers' satisfaction is the center of what we do and I realize we did not measure up in your personal experience thus far, however, I would very much appreciate the opportunity to discuss what occurred and double the efforts to correct it and earn your trust back. Please contact me at ********************* or by email at *************************************

  Thank you, 
  ******************* - Senior Customer Experience Manager
  

  
  

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased electric shades from The Shade Store in May'22 (delivered a few weeks later). From the day they were delivered, one shade didn't work. We had 5 service calls and replaced twice (so have had 3 shades), and they can't get it to work. Every service call, they mess up the pairing on my other shades.Talking to their team, they just want to keep scheduling calls and wasting my time, rather than figuring out the issue. At this point, they cannot provide a product that works as purchased and they will not stand behind their product.

  Business Response

  Date: 05/05/2023

  Hi *****,

  I absolutely understand your frustration and I sincerely apologize for the inconvenience this has caused.This situation is not ordinary and these types of incidents are not typical of us or our commitment to providing excellent customer service. If you would please allow us the opportunity to have one of our most experienced motorization experts do a virtual call to assess the situation, I am confident we will be able to come to a successful resolution. 

  While we do not offer refunds on our custom made products, we do offer a Guarantee & Warranty, and we will double all efforts to ensure your complete satisfaction.
  
  Kind Regards,
  ******************* - Senior Customer Experience Manager

   

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi, I have already had this 5 times, and blind replaced twice. At this point it was told to me that they will just keep scheduling meetings until I stop caring it doesn't work. When support offered this yesterday, I asked them the course of action if their expert can't fix it, and they refused to answer. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 05/08/2023

  Hi *****,

  We have never refused to answer you and have repeatedly offered to double all efforts to address and correct the issues you are experiencing. While we do not offer refunds on our custom made products, we do offer a Guarantee & Warranty and we remain committed to ensuring your satisfaction.

  If you would please allow us the opportunity to have our motorization expert assess and attempt to correct it, we would greatly appreciate that opportunity.If it is determined we are not able to provide a resolution, we will make an exception to allow a return and refund of the product. 

  Kind Regards,

  ******************* - Senior Customer Experience Manager

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The complaint wasn't answered. It is true that they offered to keep doing what they previously did., It is important to note that I _NEVER_ asked for a refund. The only question I asked is what happens if it isn't solved after the next call as they have been at my house 5 times to fix it, replaced it twice (so a total of 3 blinds). Their poor customer service and poor reading comprehension has left this unresolved.

  It is important to ensure their potential clients know how poor their customer service is. They are happy to take your money but they then refuse to provide you a working product.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered cascade ***** shades and ripple fold drapes and paid a total of $14,953.92 on April 6, 2023. The Shade Store's measurement professionals came to measure the bedroom and living room spaces, and products were ordered according to the measurements. When the Shade Store's installation professional came to install the drapes for the living room on May 4, 2023, the installer drilled holes in the ceiling and installed curtain rods for 2 hours, only to note that the measurements are not right and that he is not able to complete installation. Unable to reach the design professional I originally worked with, I called the Shade Store's customer service line and spoke to *************************** who said that the delivery lead time to get correct parts delivered is unknown. The customer service representative said that errors are sometimes made and there is nothing they can do. When I asked for a refund, the Shade Store said that as a policy it does not issue a refund. I am left with a black curtain rod in my living room, with holes on my ceiling, with no timeline of when I can get the drapes installed. I would happily return the drapes and the curtain rod removed from the Shade Store, but this business has been unresponsive.

  Business Response

  Date: 05/05/2023

  Hi *****, 

  I offer my sincere apology. I absolutely understand your frustration and I sincerely apologize for the inconvenience this has caused. This situation is not ordinary and these types of incidents are not typical of ** or our commitment to providing excellent customer service.
  

  While we do not offer refunds on our custom made products, we do offer a Guarantee & Warranty and will double all efforts to correct what has transpired and provide you with a quality product you will enjoy for many years. I realize you have spoken with our ************* Representatives today and they remain committed to ensuring your complete satisfaction. 

  Kind Regards, 
  ******************* - Senior Customer Experience Manager
  
  

   
  

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I reiterated to customer representatives *************************** and ***************** that the timeline to get correct parts is important to me, but they kept referring to the company procedure and did not give me an estimate of when I can expect to receive the correct parts. Timeline is extremely important to me on whether it is worth waiting for the correct parts. I placed my original order expecting everything to be completed by early May, and I dont have a lot of time left to wait for the correct parts to arrive. So this response is not acceptable because again, the Shade Store is not providing an estimated timing.

  Because timing is so important, when ***************** repeatedly said she is not able to give a timeline, I asked if she can help me with scheduling an appointment to uninstall the curtain rods that are left in my living room without draperies, she said she cannot help me with that. I am currently left with two black curtain rods with no timing for when the draperies will be installed. I would expect the Shade Store to at least be able to correct its mistake and uninstall the curtain rods, but they refused.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
  
   
  

  Business Response

  Date: 05/08/2023

  Hi *****,

  Thank you for allowing us the opportunity to make things right for you. ***************** confirmed we are expediting the product through production and it will ship on May 12th. We will upgrade the shipping, in an effort to have everything installed as quickly as possible. 

  Please call me to advise of your availability so I can assist in turning this experience around. 

  Kind Regards,
  
  ******************* - Senior Customer Experience Manager
  Phone: *********************
  Email: ************************************