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

  1100 Madison Ave New York, NY 10028-0327

  
• 

  The Shade Store

  99 Vervalen Street Closter, NJ 07624

• 

  The Shade Store

  513 Bloomfield Ave Montclair, NJ 07042

• 

  The Shade Store

  365 Springfield Ave Unit 1A Summit, NJ 07901

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:05/01/2023

  Type:Customer Service 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 made an order with the shade store regarding a rollershade for a commercial restaurant location (order#*********). Our initial sales person was ******************************* (ext.***) who has not been responsive (phone and email) for the past 2 or so weeks. The installation service was scheduled to be 04/27/2023 from the timeframe of 12:30-2:30pm. Just to double confirm on the installation status, I called The Shade Store at 12:51pm of 04/27/2023 to confirm the status. ***** (ext. 660) was able to answer my call.Not only did The Shade Store not send out our Rollershades, but they did not alert us at all prior to my call. I was only able to find out that they had made a mistake after I initiated and called regarding if all of the materials for the installation was made. They looked into it, and told us that the shades had not even been fabricated at the point of the phone call, which was the day of the installation.They informed me the leadtime for our shades to be fabricated was delayed, until 05/05/2023 for the store to receive the material, and another 10 days for fabrication, which led to a minimum leadtime of 05/15/2023. This is almost 20 days of delay, which is entirely unacceptable.We are hoping to resolve this issue by having the rollershades fabricated asap, and delivered within the next week, or we are open to discuss other ways of resolving the issue.This was very unprofessional behavior, as we were currently working with The Shade Store at multiple other locations and we are hoping to hear back very soon.

  Business Response

  Date: 05/01/2023

  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.

  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, please be assured we remain committed to doubling all efforts to ensuring your satisfaction.
  

  I see the Roller Shade is currently in route to you and will be delivered to you tomorrow. 
  

  If I may be of additional assistance, please contact me at ********************* or by email at *************************************

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

  
  

• Initial Complaint

  Date:02/08/2023

  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 got our house prewired for low voltage shades. We ordered the shades that we were recommended but since the first installation day there have been an array of problems from miscommunication, wrong product and disrespect. We were made aware we needed an electrician after we ordered the shades. We had one come out the same day as the shade installer and as he and the shade installer talked apparently they could not install the shades because he didnt know what was needed from him or know your product. After them (your installer and an electrician we made available) not being able to figure it out we had the builder and our wiring company come to try and help explain the situation while your installer was there. We subsequently had a third party come look at our shades because no one at the Shade store was explaining why this could not get hooked up and operational as we kept being told just hire an electrician, which we did. The third party said we should not need an electrician to hook up low voltage shades and that the shades we were given were plug ins. We have tried 3 times to get these shades working. They could have been hooked up to the wall but they would not have worked. And they could not guarantee the wires would look correct with discussions with both builder and wiring contractor the builder used to install wires.No manager helped with this and no manager came out to our property to take a look and help with this problem. The last technician said they provided the wrong shades for the house. I had to keep calling the sales representative who was very unclear on what needed to be done beside an electrician. We were so fed up with the situation since November 2022 and not being helped that we have decided a refund is necessary. In addition, I felt disrespected on the phone with the women from the shade store and was horrified.We thought this was a reputable store and would like a refund as we are extremely unhappy with the service provided.

  Business Response

  Date: 02/14/2023

  Hi ************ 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, 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: 02/17/2023

  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:

   

  I tried contacting **** with The Shade Store , who left her number and email but I have not heard back yet. Our problem is still not solved!! We want someone to help us, we are very disappointed with how this company handles these situations. 

   

   

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

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

  Business Response

  Date: 02/21/2023

  ***** *****
  
  * **** *** ** ***** ** *********** 
  
  ***** *******************
  ***** ********* ******** *** **** ***** **
  *** ***************************** *********************************************
  ******** *** ******** **********
  I will resend this email to you. 

  Kind Regards,

  *******************

• Initial Complaint

  Date:01/17/2023

  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.

  This company is a scam! We have had to go through two sets of ***** shades because both sets were cut incorrectly (order #s: ********* & *********). The majority of them were more than a half inch shorter in width compared to what was clearly written on both of the quotes. After the first set of ***** shades, we remeasured with a technician over a zoom call. I made it very clear that we did not want any significant light gaps and he insisted he would add the width the Shade Store takes off back to the measurements we were providing so that the same issue would not happen again. After receiving the second set in late December, we found the issue had not been resolved. Since we are not in an area where there are technicians to help install the ***** shades, we had to hire an outside party to install them not once, but twice for an additional $250. The cost of our ***** shades was $12,178.75. Now, ** told I likely wont get my money back, and before they make any determination on what they can do to make this right they are demanding that we send back both sets of ***** shades. So, I guess they keep my money and I get nothing but a headache and no shades in return? I'd like a 100% refund as this company clearly cannot provide the level of service or quality product for the amount of money they charge.

  Business Response

  Date: 01/17/2023

  Hello ******,

  I was made aware of your project and your multiple reviews regarding it. Additionally, I have seen the images (attached) and the shades look lovely. I realize that is subjective and I am sorry to hear you are not satisfied with them. You provided the measurements for the shades and we have remade them for you, in an effort to achieve your satisfaction. 
  

  We do not offer refunds on our custom made products. Please click on the following link to read the details of our Satisfaction Guarantee Warranty, something we have offered since 1946:

  *********************************************************************************

  Our customers' satisfaction is at the center of what we do and I realize we did not measure up in your personal experience. I am sincerely sorry for that. 

  If I may be of further assistance, now or in the future, please let me know.

  Thank you, 
  

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

   

   

• Initial Complaint

  Date:12/12/2022

  Type:Product 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.

  I purchased two custom shades from The Shade Store in ********,**. The installer installed them today. Neither fit the windows properly as there are gaps on each side that are uneven and the headers are also not wide enough. The measurements used a hand held metal measuring tape not a digital measuring tape as he should have. He measured incorrectly and the shade are not even and dont fit right. These windows are across and adjacent to showers and must be done correctly. I emailed the shade store pictures and have asked them to be remeasured and redone. I paid a tremendous amount of money and neither shade fits properly. I am told some customer service rep will call me and no one has called to resolve this. I have repeatedly called to ask for a manager. Please help in getting the shade store to redo these shades correctly as they have been paid in full.

  Business Response

  Date: 12/12/2022

  Hello ******,

  Our customers' satisfaction is the center of what we do and I realize we have not measured up in your personal experience thus far, however, I understand we will be doing a remeasure and remake for you. Someone should be reaching out today if they haven't already. We are truly committed to ensuring your complete satisfaction.

  If you do not receive notification to schedule the remeasure, please contact me at ********************* or by email at ************************************* Thank you, 

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

  Customer Answer

  Date: 12/14/2022

  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.
  

  Thank you. The Shade Store did call and schedule an appt for the 14th to remeasure to begin the process to remake the two shades. 

   

  Thank you for your assistance.

   

  *************************

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

  
  

• Initial Complaint

  Date:11/29/2022

  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.

  I have ordered window treatments from this company. Their service is to measure, order, and install the product. They have replaced the order once due to wrong measurements and second order was installed poorly, resulting in two window shades falling off. One fell off while I was holding my 2 year old, and the other fell on my cleaning lady's head. I have one of these occurrence on video thanks to my nursery's baby camera. The Shade Store removed their product 3 weeks ago and failed to refund me. To this day, customer service has been called and emailed several times with no resolution and no call back.

  Business Response

  Date: 11/29/2022

  Hello ******,

  As I have stated on the other complaints you posted, 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 up in your personal experience, however, I see you have already received a full refund. If there is something I can do to further assist, please contact me at ********************* or by email at *************************************

  Thank you, 

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

  Customer Answer

  Date: 11/29/2022

  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:11/21/2022

  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.

  Order # ********* (pre paid excess of $7,800) The Shade Store *******, Total of 9 ***** Shades plus 2 ***** shades were ordered September 2022 with expected installation date 10/21. Product never arrived. Complaint was extended to *********************, and secondary delivery date and remanufacturing of order was placed. Expected product to be received and install date of 11/22 was guaranteed by customer service ***********************. November 18 *************************** team, *************** responded the 3rd guaranteed date for commitment of fully paid product will not be honored at the specified date. I have multiple email trails of communication of 3 promised dates for delivery and completion of the products. The company has mis- ordered 2 shades and mishandled the delivery of 9 critical shades. After 3 months from initial payment, the Shade Shade has misrepresented their commitment, failed to communicate timely and failed to follow up on the status of order. After contacting 3 levels of departments, I have asked an escalation of the $7,800 order to the *** attention and have been denied. This is upscale fraudulent company, that defrauds the consumer by false commitments and failure to deliver. I bring this to BBB attention in hopes of receiving full refund of without a ***** being withheld from the order. I have paid fully in good faith and followed multiple times with multiple team members without ANY SATISFACTION. Thank you for allowing me to submit my complaint. ****** and *************************

  Business Response

  Date: 11/22/2022

  Hello *****,

  Our customers' satisfaction is the center of what we do and I realize we did not measure up in your personal experience, however, I have confirmed you were provided a full refund last week. I saw the email *************** sent to you on Saturday, November 19, 2022 at 2:46PM, detailing the credits provided back to you.

  Best,

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

   

• Initial Complaint

  Date:11/17/2022

  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 bought blinds for our new home from The Shade Store in the spring of 2020. Since then, theyve had to replace the blinds 4 times because their wood continues to *********** immediately after shipment. Because we used their professional installers to measure & install our blinds we get their lifetime guarantee that says in the event of a defect due to a manufacturing error we will repair or replace the product at no cost to you. As long as you own it we stand behind it.Their **************** salesperson said theyve never seen this type of problem before yet its happened to us 4 times. When you look at pictures on their website, their wood blinds have no bowing or flexing. Our neighbors have wood blinds from other manufacturers with the same exact ************** windows that we have with no bowing or flexing. The difference is they have a 3rd/middle support string that we do not have. I recommended this to my sales agent after the second time this problem occurred and she said their manufacturing department would add it if they thought it was necessary.Now after replacing it 3 times with the same 2 wood blind, and the 4th time (ordered in April 2022 but they were backlogged) with bamboo wood blinds because the sales agent said its a bit stronger, we still have the same exact problems. Our blinds look ridiculous.I have offered to pay more money to get a stronger wooden blind multiple times, but they only are willing to change the blind if we go with a cheaper blind such as fake wood blinds aka plastic, which is not what we want. In addition, theyre saying that they will only offer us 50% off on a new order because ************** (their customer service ************ that it is expected to have some bowing & flexing of the blinds; suddenly this is normal?! If that was the case, why did they replace my blinds 4 times? The pictures tell the story. We want a 3rd string in the middle or stronger wood blinds to replace our defective blinds. Thank you

  Business Response

  Date: 11/17/2022

  Hello,

  Our customers' satisfaction is at the center of what we do and I realize we did not measure up in your personal experience. As you can see from the photos you included, as well as the 2 I am attaching, the real wood blinds look beautiful and even. I do realize that look is subjective so we have remade these for you a couple of times, at no additional cost. I am sorry you are still unhappy with them. Therefore, we can offer you a 50% discount off of another product of your choosing. Additionally, we will be happy to expedite it through production. 

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

• Initial Complaint

  Date:11/17/2022

  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.

  In April 2022 the Shade Store came to my apartment to measure for motorized solar and blackout shades in 3 Bedrooms. I paid $17,086 for these shades. They charged my credit card when the installed the shades on May 31. At that time, the install was not complete. They had mismeasured for two windows and were unable to complete the install and said they would have to remeasure and start over on these windows. In the meantime, one of the motors burned out on the shades and the remote controls on others stopped working. In addition, in late August, I purchased custom dining room drapes and motorized shades for the kitchen. They again charged me the full amount on August 29 of $8,303 in order to place the order. When they came to install the drapes in September they were unable to do so because all of the hardware was not sent. This resulted in additional service dates and the inability to complete the job to date. Multiple delays have ensured. To date, the Shade Store has a total of $25,389 of my money and I have had nine appointments with them since April and I have yet to have a completed order. Neither the original shade order, nor the situation with the drapes has been resolved. With the three hour service window they give, I have now spent close to 30 hours waiting for service, this does not include countless phone calls and visits to the store on Columbus to resolve this issue. I have also been told I would receive compensation in the form of money (not a store credit) returned to me to offset the outrageous lack of service and complete breach of contract on their part. As of today, there is still no resolution, no date for further service and they are holding $25,389 of my money. ************************* was the contact in the ******** *** store. My bank statement lists **************************************************, ************ as the merchant.

  Business Response

  Date: 11/17/2022

  Hi ************* 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 up in your personal experience, 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: 12/05/2022

  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:

  I reached out to the contact listed in the response and got an email back passing it off to someone else with less seniority. The dispute has not been resolved. 

   

   

   

   

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

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

  Business Response

  Date: 12/29/2022

  Hello *****,

  As previously explained, I am a Senior Manager at The Shade Store. You and I corresponded multiple times. After researching what transpired with your orders, I offered you multiple credits as a successful resolution (on 12/6/2022). You responded, via email, on 12/7/2022, requesting me to issue the credit to your credit card immediately. Furthermore, you stated once you received the refund, you would consider the matter closed and would document that to BBB. The credits were processed to a ***** ending in **** on 12/13/2022. This **** was the original form of payment used for the orders.

  Kind Regards,

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