ComplaintsforThe Shade Store

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely disappointed at the number of issues we have faced from the shade store. Having paid upfront back on Mar 5th and now at the end of June, having emailed, called and arranged for 2 additional installation crews to address the issues left by the initial installation, I am still left with dealing with 2 outstanding issues - a broken window and a shade with the wrong color to the rest of the room. Broken window - After waiting several months for my shades to be finally installed, I discovered that one of the windows was broken. The reason I know that the window was broken by the installer is because if the window was broken before the installer arrived, the installer would have mentioned to me before putting up the shade. After calling our rep, she asked that I provide a quote but then was told that I needed an actual receipt. After having removed the window myself and bringing it to two different vendors in order to find a solution, I am now looking at best case scenario - making 2 diff trips to the glass replacement store when the glass arrives, or if that does not work, ordering a whole new window which is estimate at about 3-4 weeks and then to schedule an installer for the new window. Meanwhile, I have not gotten any indication on whether all or part of the costs will be reimbursed or my time compensated for an issue the installer caused but never brought to my attention. Wrong shade color - This was only discovered by the 3rd installer having been scheduled to address an initial issue identified by the 1st installer that the pull was on the wrong side. I am still awaiting an exact time on when this will be fixed and a 4th installer will need to be onsite.

  Business response

  06/26/2024

  Hi ******,

   

  I am so sorry to hear about the issues you've experienced. Please know, The Shade Store stand behind our technicians, and will ensure that any damages done will be covered by The Shade Store. At your convenience, please feel free to reach out to us with this invoice, and these expenses will be reimbursed to you. Additionally, I don't see that we have a record of the incorrect shade and would be happy to have this remade for you. Please feel free to follow up with me directly to discuss this. I can be reached at ************************************* or ************. 

   

  I look forward to working with you! 

   

  Kind regards, 

   

  **************************;

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Shade Store installed $16,000+ worth of faulty blinds in to our home, and despite promising to replace, repair, and handle these issues, they do the bare minimum, such as have us wait five weeks for someone to come out, and then the work order for the person is ten minutes worth of work, not the repairs we were promised. Then, upon following up, more promises are made for replacement and/or repair, and then nothing happens and then I am totally ignored on loop. I have let them know we no longer want to work with them, and that six months later with dangerous blinds that are malfunctioning on a daily basis, we simply want a full refund and to never do business with The Shade Store again.

  Business response

  06/20/2024

  Hi ******,

   

  It was a pleasure speaking to you today and I'm glad we could get this back on track. If you need anything else in the meantime, please feel free to reach out to me directly. 

   

  Kind regards, 

   

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

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

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have extremely expensive motorized curtains I purchased for my home from The Shade Store in *********, **. I had someone from this store come out to fix the panels because they weren't programmed correctly and were malfunctioning. the associate that came out did not fix the problem. one month later of continuous back and fourth emails we still do not have the issue resolved. So much wasted time, so many emails, and no action. the store associates have shown complete disregard and lack of customer service...they continue to say they will get someone out in the middle of July even though we have been waiting since the beginning of May to fix the curtains.I have emailed with countless numbers of employees - local and corporate. They all are not helpful at all. They do not care that this is an urgent matter.I would stay far far away from a business like this. The type of business to make their sale and then completely disrespect you after.

  Business response

  06/17/2024

  Hi ******

   

  I've already reached out to you directly to assist with this concern, and have answered your multiple reviews as well. We are continuing to escalate this to make this right, and I will be in touch with more information as it becomes available. 

   

  Kind regards,

   

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

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

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MAY 1, 2024 We have been trying to get a refund from the Shade Store since November 2023. We dont have any of the products. When the installer came to install the shades 2x they did not fit our windowsso he took the shades w himWe have returned the shades w the installer. We have nor own any products from this company. Being it had taken them 3 months to fulfill our original orderwe didnt have another 3 months to wait for the products to be remade. We live in a house with all windows and its unsafe to live in our newly constructed home with no shades so we ended up just putting curtains because they got our order wrong TWO TIMES and we returned the items because they dont fit. We have been dealing w this company for 6 months with no productwe just want our refund and to move on. June 4, 2024 We have been trying to get a refund from the Shade Store since November 2023 and keep having our dispute dismissed. We have reopened the dispute 5x. We dont have any of their products installed because we returned them w the installer because every single shade was inch off. They said they would make it right but never returned our calls. So 2 months later we have disputed the charge in Dec, 23. I have an email uploaded showing the date to ****** saying they didnt fit on Oct 23. When the installer came to install the shades, they did not fit our windows they were all inch off.so he offered to take the shades w him and return them to the company. These were HUGE boxesand he had a shade store van so we trusted himWe have returned the shades with the installer on Oct 21, 23. We have done everything to resolve this issue w the higher *** and they are saying they have no record of the shades being returned and that we are lying. We are thinking now that the shades maybe were never returned to the company and were possibly stolen by the installer that was here on Sat, Oct 21. We have filed a police report for this incident because we now believe they were stolen.

  Business response

  06/12/2024

  Hi ********,

   

  I am so sorry to hear about the issues you've experienced with us, and would love to step in and assist here. At your convenience, please feel free to reach out to me directly at ************************************* or ************. 

   

  I look forward to your reply and assisting you further!

   

  Kind regards, 

   

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

  Customer response

  06/14/2024

  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

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 8, 2024 I ordered six sets of solar shades from The Shade Store. I did the measurements myself and worked with one of their design consultants too place the order. When I opened the boxes to begin installing the shades I found that while the valances -- which were based on the measurements I provided -- fit my windows perfectly, the rollers with the shades did not fit the valances. I also could not find installation instructions (there was one set attached to one of the shades), and the valances, which were supposed to be pre-drilled, were not. I immediately called the company, described the problems, and was told that someone would call me back. I also emailed a customer service manager who had confirmed my order. Since then, they have run me around. At first they insisted I speak to someone about the measurements i had done, even though that part of the order wasn't the problem. After several days of back and forth I asked them to arrange to pick up their defective products and refund my money but they refuse. I live in ***** and our consumer protection law states that I have the right to return a defective product that I identify as defective immediately, but they still will not comply. Now they have offered to remake the shades but I am not interested. They say they can't take them back because they are custom and can't be resold -- I pointed out that since they are defective they are of no value anyway. I have also filed a dispute with **************** and they have granted me at least a temporary credit, so I just want to return the defective shades and be done with the matter. I cannot count on AMEX sustaining the credit so I am asking for a refund and that they arrange for me to ship the defective shades back to them.

  Business response

  06/10/2024

  Hi ******,

   

  I am so sorry to hear about the issue you had with these shades and valances. Please know, we would love to correct this for you. 

   

  I see that ***********************, our Client Experience Manager has been in touch with our production team, and we are prepared to have these shades remade to fit within your valances. She will be in touch to provide next steps and timing. 

   

  If you need anything else at all, please do not hesitate to reach out. 

   

  Kind regards, 

   

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

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

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

  Customer response

  06/10/2024

  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:

  Under the terms of the Maine consumer protection law I informed The Shade Store that I wanted to cancel the defective order. Despite their company policy of not taking returns of custom orders, the law allows for the cancellation/return of defective items. The company has given me the run-around since the day I opened the boxes to find the defective merchandise, and I have been clear that I no longer wish to do business with them. They only offered to remake the shades after **************** found in my favor in the dispute. I spoke to **************** again this morning, and they have credited my account, and told me refuse delivery of any packages from The Shade Store. I have informed the Shade Store of this and asked them not to proceed with remaking the shades since I am unwilling to accept them.
  

   

   

   

   

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

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

  Business response

  06/13/2024

  Hi ******,

   

  ****** will be in touch with you to discuss further - we will need all of the product back in order to provide a refund here. She will arrange this with you directly. 

   

  Kind regards, 

   

  **************************;

  Customer response

  06/13/2024

  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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,
  
  *****************************
  
  
  
   
  
  

*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. ↩