Business Profile

Window Shades

The Shade Store

Complaints

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

Customer Complaints Summary

87 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/04/2024
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 scheduled and paid for a repair of a shade on May 9. Two appointments have been canceled at the last minute over several weeks. My emails have not been returned and I have not received return phone calls. The customer service line does not appear to have the authority to do anything and could not provide a refund or reschedule an appointment. I did not receive a call from a manager as promised and was told I could not speak to a manager when I called the customer service line. I informed the customer service rep I was filing a complaint because they could not provide me with a refund or an appointment. I waited to file the complaint as they said they would call back with an update last night. The rep never called so I may proceeding with filing the complaint. I booked this appointment through the phone service but live in ************* so I selected this address. My issue is with the phone service, not any service provided by a store. I would like a full refund as the service has not been provided. Thank you for your assistance.
Business Response
Date: 06/05/2024
Hi *****,

I am so sorry to hear about this experience and the issues you have experienced. Please know, this is not typical and I am hopeful we can make this right by you!

I see that a refund in the amount of the service fee of $265.63 has already been refunded to the credit card on file. This was processed on June 3 and should be visible on your account within 5-7 business days.

If you need anything else, please let me know.

***************************
********************************************
************
Customer Answer
Date: 06/05/2024
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:05/20/2024
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.
In May 2023, I placed an order (order #*********) for shades for my new house. However, after installation in July, I encountered numerous issues with the shades. Upon discussing these problems with *********************, she acknowledged the issues and recommended redoing all the shades. We finalized the details of this arrangement in October, and I was assigned a new point person, ***************************, Chief Experience Manager, on November 3rd.Since then, communication became increasingly difficult. Between November 3rd and December 14th, despite sending 6 emails and making 3 phone calls, I received no response. Frustrated by the lack of progress, I reached out to the Better Business Bureau (BBB) on December 14th, where I was assisted by a representative named ******* (?), although I didn't record her full name or the case number. Remarkably, following my BBB call, the store contacted me within an hour.During subsequent discussions with ********, the possibility of additional charges was raised. I explicitly stated my preference for either a total refund or a remake without extra charges. ******** then directed me to a new design consultant, *********************** in ****** *************), to facilitate the remake process. ****** and I worked together to select materials via video conferences in January 2024. However, I was unaware that one of the materials chosen was an upgrade.The situation escalated when, earlier this month, ****** informed me of an extra charge for the upgrade. This revelation left me deeply unsettled, as it seemed indicative of a breakdown in internal communication within the company, with me bearing the consequences. The extended wait time and lack of transparency had eroded my trust in the company, and I had no intention of continuing the process a year later.When I requested a full refund from ********, she offered only a 40% store credit. Today, upon finally receiving the upgrade cost, I was shocked to discover an additional charge of $5973. It's incomprehensible to me that the store proceeded with ordering the fabric in January without informing me of the significant associated costs.At this juncture, I am disillusioned and no longer wish to engage with this company. I am seeking assistance from the BBB to either secure a full refund or ensure the completion of the remake without additional charges, as per our agreement on December 14th, 2023.
Business Response
Date: 06/05/2024
Hello *****,

I am so sorry to hear about the issues you're experiencing, and we're here to make this right. I've asked my team to proceed with placing this new order at no additional cost to you, as refunds are not an option on our custom made product. ****** will be in touch to assist further, but if you need any additional assistance, please do not hesitate to contact me and I will assist further. My contact information is below:

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

I look forward to resolving this for you! Please let me know if you have any questions.
Customer Answer
Date: 06/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (which is The Shade Store promised to proceed with placing this new order at no additional cost to me) is satisfactory to me and the matter has been resolved. Thank you!

Sincerely,

*********************
Initial Complaint
Date:05/10/2024
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 ordered shades from the ********** location. We had an instillation team come and measure our windows, this was in April of 2023. Since then The instillation team has measured incorrectly twice and have been to our home 3 times to fix the problem. When I call ** told a case manager will call me. I have reached out to *******, the case manager through email and via the phone with no response. I have call customer service multiple times and have been told they will send it to a manager above ******* and still no response. We are now in May of 2024 and the problem has yet to be resolved. We have paid in full and can not seem to get this issue fixed. I have tried every avenue to get a response from the company and I am extremely upset that a year after the initial order I still have windows with no coverings. The order number attached to this order is *********. I would appreciate any help I can get.
Business Response
Date: 06/11/2024
Hi ******,

I am so sorry to hear that you've had issues with your shades. Please know, we remain committed to resolving this for you!

I see that a remake was placed and has shipped out to you and we just need to coordinate an installation with you to complete this. Please feel free to reach out to me directly using the information below so I can assist with this.

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

I look forward to working with you and resolving this!

Kind regards,

***************************
Initial Complaint
Date:04/19/2024
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.
Last year I entered a Shade Store and began discussions about outfitting my bedroom with room-darkening roller shades. On 2/29/2024, I entered an order (#*********) for 3 shades. These were custom measured by a professional, but I extended (wider and longer) to make sure there was extra coverage and to balance out the coverage for the 3 windows (one is a door with a handle). The shades arrived and were professionally installed by a Shade Store installer on April 16th. The shades hang over an inch from the glass and now let not only LIGHT in but also do not provide privacy from SIGHT (1st-floor bedroom). I am trying to work with the company, but I don't see how they can fix this issue. I want a refund. Their website still says, "ACHIEVE COMPLETE DARKNESS" and "Our Blackout Roller Shades offer you complete darkness from morning to night. Perfect for media rooms and bedrooms."
Business Response
Date: 04/19/2024
Hi ****,
I am truly sorry to hear you are not satisfied with your experience thus far. Our clients' satisfaction is at the center of what we do so while we do not offer refunds on our custom made products, we remain committed to our Guarantee & Warranty.
I have read the report and saw the pictures from the professional technician who successfully installed the 3 motorized shades on the 3 doors. We take our clients' satisfaction very seriously so I would appreciate the opportunity to 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

Customer Answer
Date: 04/19/2024
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 company is working with me on an alternate solution to the problem. I am not sure they will succeed, but I am open to their proposal. So far, the proposal is to exchange the roller shades for drapes. The roller shades were supposed to replace the drapes I had. My old drapes cost me less than $300. The new rollers (and now drapes) are costing over $3800. I am not sure how the $3800 drapes will be better than my $300 drapes. I await a response from the Shade Store design team.
Better might be a channel in which the roller shade slid next to each edge of the 3 rollers. This, at least, would be an improvement and probably also solve all the problems. Not perfect, but if it beats my old drapes, I would have a look at a solution like that.
Sincerely,

*****************
Business Response
Date: 04/23/2024
Hi ****,
It is my understanding the Design Consultant is diligently trying to provide options for you. Our clients' satisfaction is at the center of what we do so please be assured we will double all efforts to provide you with an acceptable resolution.
We appreciate you allowing us the opportunity to do our very best to meet your expectations.
I remain at your service.
Kindest Regards,
*******************
Customer Answer
Date: 04/24/2024
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.
The Shade Store has been very good to work with to resolve my complaint. Very professional. Very creative.
Sincerely,

*****************
Initial Complaint
Date:02/28/2024
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.
We ordered custom curtains on January 10th. On the 16th, the track was shipped with the actual curtains to follow on the 20th. On the 22nd of January, after noticing no updates regarding tracking we contacted the merchant and have been told the curtains material is back ordered with a mid February availability. In February we were given a new date: the 22nd. Came and went without any activity. Additional inquiries moved the date to the 27th of February - this being the third time the shipping date has been pushed back. As of today, we still have no curtains as the 27th came and went yet again without any activity and / or updates. How this is possible with a business thats A+ accredited is beyond my comprehension.
Customer Answer
Date: 02/28/2024
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:01/31/2024
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 had my initial appointment with the Shade Store on March 23, 2023. I placed an order for drapery, shades and blinds. The total for my order was more than $55,963.58. To-date I have had 16 service appointments and all of my issues still have not been resolved. The Shade Store has repeatedly sent products that are made wrong, they have sent other customers products to my home, they have remade my bedroom valences 3 times (and one still isnt correct), i have a broken shade, shades that are rippling and valences that are bubbling. They are refusing to refund me. Each time (16 so far) there is an issue, our designer has to document it and schedule the subsequent appointment. That costs us $175/hr. Then, every service appointment requires 4 hours of my time because they will only provide a 4-hour arrival window. This means that, at a minimum, since March of 2023, the Shade Store has taken at lease 64 hours of my time. They have demonstrated their inability to make a quality product, disregard for my time and the incremental cost their ineptitude costs me. I have asked for a refund and have been told that they will guarantee the product, but will not refund. I was also in touch with *******************, one of the cofounders, after my 15th service appointment and he assured me that my issues would be successfully resolved at the next appointment and they were not.
Business Response
Date: 02/02/2024
Hi *****,
I offer my sincere apology to you for not living up to the values expected of us at The Shade Store. Our clients' satisfaction is the center of what we do and I realize we have not measured up in your personal experience thus far, however, we remain committed to ensuring your satisfaction. Our Client Experience Manager has been in contact with you and your designer, and we are doubling all efforts to provide you with a quality product to enjoy for many years to come.
Kindest Regards,
******************* - Senior Manager, Client Experience

Customer Answer
Date: 02/05/2024
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:
This response does not resolve my complaint; it asks for another try - a 17th try - to make a quality product. **** has proven that she and her company are incapable of doing so. She assured me of that prior to my 16th service appointment, that everything would be quality-checked and my issues would be addressed. The products sent to be installed at that appointment were made incorrectly. Not only do I still have poorly made products and some that dont operate correctly, The Shade Store is now requiring me to schedule an additional service appointment so they can come see the defective product and I will then have to schedule another service appointment to have the remade product that *** or *** not be correct installed. This means that I am looking at a minimum of three more service appointments. When scheduling service appointments, the Shade Store provides a 4-hour arrival window; they will not schedule a specific time. This means that, to-date, the Shade Store has taken 64 hours of my time, and believes that I should set aside another 4 hours each for three more appointments, for a total of at least 12 more hours. And I still do not have quality, working products installed. The Shade Store has demonstrated to me 16 times that it is incapable of making a quality product. I do not think it is fair, reasonable or appropriate for them to continue to take hours of my time while they attempt, unsuccessfully, to make and remake these products. They remade our drapery twice, they have remade our bedroom valences three times, and remade our bathroom valences twice and remade our primary bedroom shades twice. Each time they remake products they ship them to our home and the boxes sit in our entryway until the Shade Store comes to do the installation. They have even sent products intended for customers of theirs who live in ************* to our home in *******, **. This entire process is poorly managed, has no quality checks, is inconvenient and disruptive. I am asking for a refund for all Shade Store products and to be compensated for the incremental expense we have incurred as a result of our designer having to document the issues following each service appointment and manage the scheduling of every subsequent service appointment. I am also asking for compensation for the 64 hours of my time they have taken from me to-date. These damages increase with every additional Shade Store service appointment.
[Your Answer Here]

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

Sincerely,

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

Customer Answer
Date: 02/26/2024
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 am writing to inform you that the business did not resolve my complaint #********. I apologize, but did not have the opportunity to respond to the business within the last deadline. The Shade Store is not offering any compensation for the egregious amount of my time it is taking to continue to make products incorrectly and of poor quality. Their response is to give them another opportunity to get things right. After previously making this request, the Shade Store sent the same master bedroom valence made incorrectly not once, but twice. I have given them two more final attempts to get things right, and they have not bothered to quality check products before shipping them, and more products have continued to prove to be defective (more valances and master bedroom sheers). Giving the Shade Store one more try to get this right does nothing to ensure resolution, takes more of my time, does not account for the expense we have incurred for our designer to manage the 15 service appointments required as a result of the Shade Stores ineptitude or compensate me for the loss of my time to be home for 4-hour arrival windows for each of the 15 appointments.

Thank you,
***********************

Attendee panel closed

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

Sincerely,

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

Business Response
Date: 03/11/2024
Hi *****,
We have a Limited Lifetime Warranty with all of the products we offer. They are constructed from the finest materials and components available. Under normal use, the product should operate without hassle for many years. In the unlikely event that the product stops functioning correctly, we will provide a service appointment with our professional technicians, at no additional charge. The issue will be addressed and corrected onsite, or a recommendation from ************** will be provided on the best resolution.
Per your recent request and approval, we recently scheduled a service appointment on March 4th. ************** reported the issues you were experiencing were addressed and corrected during that visit.
I realize and sincerely apologize for the inconveniences you have experienced with the extra appointments that are necessary to complete the project. While we do not provide refunds on our custom made products, we will provide this order with an additional discount once it can be closed. Your Designer is listed as our contact and client so I have expressed to her that the additional discount can be applied back to the original form of payment.
Our clients' satisfaction is at the center of what we do so we remain committed to ensuring you have a quality product to enjoy for many years to come.
Kind Regards,
*******************
Initial Complaint
Date:01/31/2024
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 have been sorely disappointed by this entire experience. Let me share the details of the disappointment.From the outset, it was not a good showing when we had to have two separate appointments for the shade store to even do the measuring of the windows. This was inconvenient to have to schedule two separate days and times and starting the whole relationship off on not great footing.Now I will turn to the install. There was no attention to customer service. I had to ask how to operate the blinds. When I saw that the four strings separate and then magnets pull them back together, I was a bit taken aback that this is how the pull strings would work. I could see already they would get constantly separated and this would be an issue. The installer told me to put clear tape around the four to keep the together. Again a poor showing of the product. I also inquired on the materials, as several of the valences had fabric that was bunching. And even the blinds themselves looked like unkempt bedsheets. Again, none of this was of the quality and finish that we were expecting. We had two blinds in the house that were in-operable due to the fact that they were installed right next to a wall so that the pull strings were not able to work at all. Reference video previously sent. Many of the blinds also did not go up and down levelly. Reference the second video that was sent. We continue to struggle with getting the blinds to operate in any kind of workable fashion. So to this end, I am uninstalling these blinds currently and expect to coordinate a return to the shade store seeking a full refund given how this has all gone. Further to this, I have now completed the uninstall during which I found that not all the screws were even used to secure the blinds to the mounting brackets. This would have created a potentially dangerous situation if any of the larger blinds fell down from this lack of competence given an incomplete installation.
Business Response
Date: 01/31/2024
Hello ******* - I 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. While we do not provide refunds on our custom made products, 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:12/15/2023
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 curtains from the Shade Store at the end of June and was immediately charged. Employees from the Shade Store did all the measurements, recommended the curtain type and did the installation. Since ordering them, the curtains initially were delivered and installed about 6 inches above the floor (measurement error). installed in such a way that it is impossible to close them and damaged the electric blinds, installed a new curtain that is now much too long (still will not close as well). Someone was supposed to be here from the store today (****** from ********* He promised me Saturday but I was told "he forgot". I was also told by the store that they "report to themselves" and there is no one else to talk to. I have paid thousands of dollars for a product that that has not been fully delivered, and for staff to damage the existing electric blinds.
Business Response
Date: 12/20/2023
Hi ****,
You have and I have been in contact already but I wanted to also respond here. Once again, I sincerely apologize for the frustration and inconveniences you have experienced. We stand behind our products and services so we appreciate you allowing us the opportunity to double all efforts to ensure you have a quality product to enjoy for many years to come.
Kind Regards,
*******************
Senior Manager, Client Services
Phone: ************
Email: ************************************
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

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