The Shade Store Bewertungen 

Poor instillation, wrong size on one of the shades. Poor follow up

I am writing to formally express my disappointment with the service I have received regarding the faulty romains I purchased from your store on [purchase date]. Despite my efforts to seek a reasonable resolution, the refusal to replace the defective item has left me dissatisfied.

As I require a functional product, I have obtained quotes from other providers and have decided to proceed with an alternative supplier. Unfortunately, this experience has led me to feel that my money was wasted on an item that does not work through no fault of my own.

I wish I had read the Trustpilot reviews before purchasing. Many of the concerns shared here align with my own experience.

Over the past 2–3 years, we purchased more than $75,000 worth of window coverings from The Shade Store in Palm Desert, CA.

Our initial motorized shades were relatively straightforward, and despite a few issues, we were ultimately satisfied. However, in 2024, we ordered several custom drapery treatments, including custom rods, cornices, and motorized drapery, and encountered significant challenges.

Unlike many custom window treatment companies, The Shade Store operates with a centralized production model—local showrooms have limited selection, and everything is manufactured elsewhere and shipped directly to the customer. This means large orders arrive in multiple shipments, requiring customers to store boxes until all items arrive before scheduling an installation.

Installation Delays & Staffing Issues

The real issues began with installation. The Palm Desert showroom appeared to be understaffed, sometimes closing on certain days, and we were informed that local installer availability was very limited, with only two installers covering a large area. As a result, appointments were booked out several weeks.
When our installation date finally arrived, we expected a thorough, professional service given the scope of our project. However, one installer was assigned to handle nine windows, including two massive sliding door systems (20 and 30 feet long), with only about five hours allotted.

The installer immediately acknowledged that he couldn’t complete most of the work alone, meaning we had to reschedule—another delay of nearly a month.

Upon contacting the local showroom, we were told they had no control over scheduling and that we needed to reach out to customer service.

I escalated the matter, emailing customer service and copying the company’s founder, Zack. I eventually received a response from a representative named Davon, who assured me that two installers would be scheduled for a full-day appointment to meet our deadline.

Product & Design Issues

While we appreciated the expedited rescheduling, the installation revealed multiple product and design flaws, including:

• A cornice that was too short, failing to cover the tops of the window treatments.
• Drapery rods that sagged due to inadequate support.
• Other design issues that impacted both function and aesthetics.

The installers did what they could but informed us that another visit would be required.

Unfortunately, at this point, customer service became unresponsive. Despite my repeated attempts to follow up, my original contact, Davon, never replied again. After further persistence, I was eventually connected with another representative, Alex, who spent over an hour on the phone going through the outstanding issues and assured me he would follow up on Monday with a resolution and a new installation date.

That was over a week ago, and I have heard nothing since.

Lack of Accountability & Unresolved Issues
At this stage, I still have incomplete window treatments and unopened boxes sitting in my home, despite having paid the full amount months ago. Emails to customer service have gone unanswered, and I am now initiating a chargeback through American Express due to the failure to complete the work as promised.

Having been in the retail industry, I consider myself a reasonable customer with realistic expectations regarding quality and service. Unfortunately, this has been one of the worst experiences I’ve encountered—especially frustrating given that we are rebuilding our home after a fire.

Moving forward, I will prioritize working with locally owned businesses whenever possible, as my experience suggests that large national chains like this may lack the necessary customer care and accountability for high-value custom projects.

Don’t know about the stores, but a driver with The Shade Store printed on the van was super rude to me on one of the Nashville highways today. Not courteous allowing me to merge (open lane next to him or her…and heavy handed on the horn. Seems aligned with the store reviews on here.

Stay away from this business. I have had terrible experience. The quality of the shades drapes are not good. I had shades that started to rip off in less than a month from sides, drapes that started ripping off after 1 and half years of using. The shades were easily replaced but for drapes I went through so much of pain and disrespect of Berkeley location consultants Angie and Angela. Mean disrespectful with attitude that poor quality of material is my fault and I was treated like I am beggar and asking them for free stuff " I am a doctor"
Anyway after months of pain and disrespect I got approved for partial refund on drapes to order new set but the consultant "Amy" didn't tell me that type of drapes I selected need longer rods to be able to pull drapes back for full view of windows and the length of drapes that I wanted to be one inch from floor it came touching floor because of rods distance of one inch from ceiling. Amy didn't inform me about all. It ended up I went with lower price rods and longer rods to fix the issue which took months to be approved. Three rods three drapes which took 45 minutes of installation which I charged for $660 for installation. I requested partial refund for installation and difference for rods since I ended up with cheaper rods to fix the issues. Matthew Robinson sent me this email " I've been informed that you are seeking a credit for the difference between the track you originally ordered and the track that you changed your order to. We do not reimburse this amount. A significant discount to reorder the track in the way you desired has already been offered. No further credits can be applied to this order."
Worth mentioning that during process of refund for drapes that ripped off in less than two years he was the one communicating with me and after few emails and calls he blocked my number. The quality of products are very poor, for cheap rods that you can buy less than $100 they will charge you thousands of dollars. For installation that handyman can easily do in much lower price they will charge you $660 for 45 minutes work. The consultants are nice when you purchase and pay for something but when it comes for return or exchange of poor products you will see the real face and very mean attitude. The warranty yes exists but you have to go through so much spending time arguing pain disrespect until happens. Absolutely I don't recommend this business. Go somewhere else for better and reasonable products and more knowledgeable consultants.

Worst customer experience ever. Contacted them on October 24th to fix one of their products that I bought time ago and I'm still waiting. Three months and they don't have anyone to help me.
HORRIBLE

Borderline Criminally Bad Service
After their first failure in shipping my shades I shrugged. I learned about their second failure when their installers showed up and I had no shades. Following the third failed shipment of my shades they refused to refund and ignored my emails. Two weeks ago, following multiple phone calls I asked for and received an email confirming they would refund. Two weeks later- still no refund. Stay away from this place. There are plenty of places to buy mid level shades with installation service.

These shades are overpriced trash. The motorized shades eat lithium batteries and you can't open or close them any other way. A lithium ion battery usually lasts for years, but these things eat one every month with infrequent use. They don't even look that good after a couple months and you'll quickly grow to hate them. Save your money and go anywhere else.

The shades were aesthetically satisfactory.The product is frail. The follow up on repairs is terrible. They don't just send someone out. They wait until parts are delivered, and then they will make an appointment more than one month later to repair. That means if a motor dies (not infrequent, and your shade are at top, you have to sleep in a bright room for over a month. The bearucratic setup really isn't focused on solving your problem

wanted $700 dollars to measure my patio for drapes. I know it sounds unbelievable, yet it is true.
here it is:
Dear Dan,

Thank you for your interest in our measurement services! We appreciate your request for an appointment with our professional team.

Based on the location provided, you are outside of our standard coverage area. As a result, a measurement fee is required to move forward scheduling an appointment.

Your Measurement Fee: 700

I scheduled a repair of a shade and told them about my bldg rules which included no workers after 4 pm. The first repair person arrived after 4 and was solo, even though it was marked as a 2 person job. I rescheduled. The second repair person arrived solo and could not do the job. I rescheduled. The third repair team once again arrived after the building stopped allowing workers. I now have a 4th repair team scheduled. I have lost countless hours of work waiting for people and being on hold to get repairs rescheduled. Whoever is on their repair and scheduling team needs to be fired

Follow up: 2 installers finally arrived. They spent over 90 minutes before putting up a semi-working shade that they admit has internal problems with the mechanism and will not go up all the way. Now a 5th visit will have to follow. I can never get back the hours I spent waiting for repair people not to show up and being on hold waiting to schedule yet another visit

We are just NOT able to get in-touch with the store. Last year, after a prolonged wait of 3+ months, the team at Share Store installed a motorized shade (powered by solar) on our high ceiling with the agreement that they will come by every year to recharge the motor. The motor is beeping and we believe it needs to be charged but we can't reach the install site because of high ceiling.

We have been trying to get in touch over multiple emails and multiple phone calls and there is just no response or acknowledgement. If someone at Share Store is listening, all we ask is to ack and schedule time to service the motor before it completely stops working.

The product is great but the service is pretty bad.

I recently had custom made curtains installed by The Shade Store. Unfortunately, the installation was incorrect, leaving gaps on the sides that let light pass through on the roller. The other curtain is falling on the side. Despite sending several emails to the company, they were not able to even establish a plan to fix the issue. I received automated responses saying that the representative was on vacation or attending a showroom.

As a consumer who paid a premium price for this service, I expected a premium level of customer service. I believe that a company that charges premium prices should be able to provide prompt and effective support to their customers. Unfortunately, in this case, I was disappointed with the level of service I received.

I installed cellular shades in my entire house. It took nearly three months for the order to arrive and the first time it was incomplete. Shades are fine but some of the pull cords started fraying a few months after install. I called to alert the company and they reordered new ones. First they didn’t get here at all. Second time around, they were the wrong color. Third time, they were too long. All this after multiple technicians came to take measurements, time spent on the phone, emailing and waiting at home for technicians to show up. Now I have no idea where I stand because they stopped responding. Their after care service is horrendous. Easy to say you guarantee a product for life but then can’t stand by your promise. Now I am left with no recourse but the Better Business Bureau and the California District Attorney so they can start investigating the company.

I am frustrated with my experience of after care from The Shade Stores based in Los Gatos , Ca. And Tiburon, Ca. Since we moved into our new home in September of 2023 I have been trying to get a new motor for one of our motorized shades which fell down and broke . In the meantime the Tiburon Store has been out to fix a couple of other issues and to measure for a new shade. Each time I have asked about the replacement motor and still I have nothing. I have been in contact with my local store in Los Gatos and have sent numerous emails to 2 employees , sent pictures of the part that’s required and followed up with them. I get promised that they will look into it but still nothing . I would not recommend this store based on my experience. Find a store where they follow through and really care about your custom.

Set up a trade account and ordered curtains for our home. The curtains were 1" too long. I had made it clear from the beginning I didn't want them dragging on the floor. When I complained, I was asked to pay a $250 technician fee for them to come and access even though I'd sent pictures. The local salesperson intervened and the fee was waived. It took 5 months for the repair to be done. Multiple emails and excuses. The local office seems to have no say in what needs to be done. After replying to an email asking how my order went, I was thanked and told they would look into the multiple problems. I asked for an additional discount on a future order, and they have gone dark. Horrible customer service. Especially to a Trade Account.

Bad quality product, breaks all the time. Custome service is very slow.

I ordered the motorized solar shades. The shades are exactly what I needed and the process was without hassle.
Erica at the Roslyn location was excellent! She knew the products and helped pick out the right fabric for my windows and decor. The measurement was done properly, the shades arrived quickly, and the installers were on time and professional. They removed their shoes to protect my floors, meticulously installed the blinds and set up the remote AND the ShadeStore App that enables control of shades with my phone.
The shades look great and the motorized feature works perfectly. The timer function adjusts the shades throughout the day as NW windows get the afternoon sun.
Great product & great service. Absolutely No complaints !

I actually didn’t want to give The Shade Store one star but zero star was not an option.

Issue after issue after issue. Their product is cheap and over priced. The showroom looked great with all the samples but the product I received looks like a rag hanging off the patio door. One shade rolls to far up and tucks behind the roller.

It took them 3X to try fix the issuse but as of today there has bee no resolution. They just keep offering to make it right.

It has been 6 mos, from date of purchase, and Bianca LaRochell keeps offering to make it right but serious I am so tired of dealing with her and the company.

Asked for a refund and they haven’t addressed that issue.

I do not recommend The Shade Store. Their website says, “Satisfaction guaranteed or your money refunded”. Hmm, I don’t think so. All I got was poor customer service and a horrible product.

Use your resources elsewhere.

The only good thing I can say about this company is that their design consultants are lovely, and the technicians are very professional. However, they are overpriced and way over-hyped, for the quality of work they deliver. Also, for someone who prides themselves on customer experience, their customer service is the absolute worst! If I could rate them a zero I would!

My experience with The Shades Store started in June 2023 and ended in February 2024. I placed my order for custom, motorized shades even before I moved into my new apt. I live in a NYC apt., I only have two large, floor to ceiling windows and the cost was $6k. This I was willing to splurge on as I viewed it as an investment. My apt. doesn’t get direct sunlight, thus I expected these shades to last me a long time, which is how I could justify the expenditure.

Three replacement (poorly constructed) shades, incredibly unresponsive customer service (who didn’t even finish the order for the 4th replacement shades after 3 weeks of re-measuring my windows), and 8 months later - I finally got my refund back. And they had the nerve to try to keep almost $850 for the installation fees/taxes. I had to remind them that the sale had been nulled when their product was returned to them, and certainly no installation fee applied, since there was nothing installed on my walls. They even took the screws holding the shades up, so how could they justified trying to keep $850 of my money?!

Absolutely THE WORST experience I’ve ever had with a company! Don’t recommend. Save your time, money and energy. Go to someone else, anyone else.