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

  200 E 59th St New York, NY 10022-1404

  
• 

  The Shade Store

  198 Spring St New York, NY 10012-3605

  
• 

  The Shade Store

  115 Main St Westport, CT 06880

• 

  The Shade Store

  644 Washington St Hoboken, NJ 07030

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:03/18/2025

  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 placed an order for shades and side tracks in the Shade Store on 2/6/2025. The package was delivered on 2/26/2025. The technician came to my home to install the shades and side tracks on 3/4/2025, and he found the side tracks are missing from the package. I paid $3117.1 for the shades and side tracks. The technician helped file a Post Customer case with case id *********. He mentioned I will receive an email for scheduling a follow up appointment to install the side tracks. However, its been two weeks, and no one has reached out to me. I called several times, and every time they mentioned they will send out the email for scheduling soon, but they are not doing that. Please help to resolve the issue as I paid for the service but they are not handling it properly. The missing side tracks are making the room very bright every morning, and baby is not able to have good rest everyday.

  Business Response

  Date: 03/18/2025

  Hi ****

   

  I am so sorry you haven't heard from our team - I do see that these side channels were ordered and being produced now. Please click the link here to schedule at your earliest convenience: ****************************************************************************************************************************************;

   

  If you have any other questions, or need anything additional, please feel free to reach out to our team. 

   

  Kind regards, 

   

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

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

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

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

• Initial Complaint

  Date:03/18/2025

  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 am escalating my formal complaint against The Shade Store regarding my unresolved September 2024 order. I have spent over 40 hrs trying to resolve these issues, yet after numerous failed attempts, I must bring this to your attention. The total cost is $24,893.99. Order #*********, placed on Sept 14, 24, included custom shades that were delayed, mismeasured, & arrived with incorrect fabrics. Appointments were rescheduled without notice, requiring extensive follow-up that disrupted my life. I have made 15+ documented attempts to contact customer service, with inconsistent or no responses. The store representative only responds after multiple follow-ups, and despite repeated promises, a corporate manager has never contacted me. Fewer than 20% of my emails have been answered on time, and most escalation requests ignored. In March 2025, I took 2 days off work for installation after pressuring the company to complete the job. Yet shades installed were incorrect. The childs room shade was too short, leaving a gap. Two living room shades were too narrow, failing to cover the trim. Two basement shades were too wide, extending beyond the trim. The hall shade was also too narrow. These measurement & manufacturing errors should have been fixed before installation.This process has been mentally, emotionally, & financially exhausting. Ive lost work hours managing this, & poor communication continues to create stress. No corporate representative has contacted me despite repeated requests. The store representative has failed to follow through on promised updates. I request immediate action: replacement of faulty shades in the childs room, living room, basement, & hall; direct contact from a corporate manager to oversee resolution; & compensation for the time, effort, & costs I have incurred. If I do not receive a prompt response & clear resolution, I will take legal action. I expect an immediate reply with a concrete plan. If I do not hear back soon, I will escalate further.

  Business Response

  Date: 03/18/2025

  Good evening ******, 

  I hope this message finds you well. My name is ******* ****** and I am a manager in client services at The Shade Store. I sincerely apologize for the frustration and inconvenience you have experienced with your recent order, and I want to assure you that I take your concerns very seriously.  I deeply regret that this situation has not been handled to your satisfaction. 

  I called you earlier today and sent you a text to phone number ************.  Please call me at your earliest convenience and or text me to connect with you and get things back on track as soon as possible. 

  I look forward to hearing from you. 

  ******* ****** 

  Customer Answer

  Date: 03/21/2025

  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:

  They have not stated exactly what issues they will be addressing, even though I clearly listed them in this complaint. I want written confirmation of the next steps and a timeline rather than just a general apology.
  My good faith in accepting their past termsdespite their lack of communication and delayshas cost me both time and money. I need a written plan moving forward.
  They have also attempted to reach out via email and text. However, as advised by the BBB, I want to secure a clear plan here before responding or proceeding outside this communication. This way, I wont have to file another formal complaint if they fail to address the issues or stay on track with the agreed-upon deadlines. 

   

  Sincerely,

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

  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  Dear ******, 

  ******** and I have been trying to reach you via phone and email. We would like to have a conversation with you in regard to the needed remake order but we need to ensure that we set the correct expectations with regard to the placement of the shades.  

  Please inform us as to when you would be available to discuss the deatils on how we can proceed with your order.  We are happy to remake the shades but we do need to discuss details in order to prevent a reoccurence. 

  I look forward to connecting with you and resolving your concerns. 

  ******* ****** 

• Initial Complaint

  Date:02/27/2025

  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.

  I placed an order with The Shade Store in November 2024, paying nearly $6,000 in full upfront. Since then, the company has continuously delayed installation, made repeated errors, and failed to provide the service I paid for. Despite numerous attempts to get a resolution, I have been given excuse after excuse, with no clear timeline or accountability.After months of back and forth, the company has still not completed the installation. There have been multiple failed attempts due to incorrect parts, improper measurements, and scheduling failures. Each time, I have had to rearrange my schedule, take time off work, and follow up repeatedlyonly to be met with vague responses and further delays.Customer service has been unhelpful, repeatedly assuring me that they are looking into it while failing to follow through. When I requested a refund due to their ongoing failures, they offered an insufficient partial refund (also stating that a partial ***************************************************************************************************************** in the future, regardless of the outcome or date of future installation visit.) This disclaimer was really concerning. They took our money and are holding it hostage.This experience has been extremely frustrating and time-consuming, and it appears that The Shade Store has a pattern of delays, poor communication, and failure to deliver on their commitments. I have exhausted all reasonable attempts to work with them directly, yet the issue remains unresolved.

  Business Response

  Date: 03/07/2025

  Hi *******

   

  I'm so sorry to hear about the issues you're experiencing here - please know, we will make this right! I see that you're working with ****** ***** to complete this project. Should you need additional assistance, please do not hesitate to reach out. 

   

  Kind regards, 

   

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

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

  Customer Answer

  Date: 03/10/2025

  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]

   We are really disappointed by the countless delays and stalling. We do not feel we have been made whole as we spent countless hours pleading with Shade Store only to end up right back where we started. 
  

  I would like them to share proposed actions they will take to ensure no one else has the same horrific experience we and countless consumers have had.

   

   

   

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

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

  Business Response

  Date: 03/10/2025

  Hi *******

   

  Please know that each and every single client who receives any sort of refund, and or has a high level complaint such as yourself, is taken very seriously. We do an entire post-mortem of the order, and share any specific feedback with the heads of each of those departments to ensure that this is reviewed with the individuals involved. I am happy to share high level examples of the things we've found with the order, and the way we're handling these below:

   

  1. Same Day Cancellations - while these cannot always be avoided as our team members do get sick, or have personal issues that require them to be out in an emergency, we should reserve capacity to ensure these clients are rescheduled within a 5 business day timeframe from the original scheduled date. Additionally, ensuring clients are notified as early on in the day as possible to mitigate issues. 

  2. Quoting Issues - the original measure worksheet included all information, but it seems to have been a misunderstanding of where the hardware was going to be mounted. This could have been solved with a rendering, showing the location so that everyone was aware of this prior. We did review this and ensure this is leveraged moving forward. 

  3. Issues with the Product Being Discarded - the original order was remade, however, when we remade this, we were under the impression that some of the original hardware was available for us to use and install. Because this wasn't available, we ended up being unsuccessful in the next installation. 

   

  If there is anything else I can do to help, or anything further you'd like to review, please let me or ****** know. 

   

  Kind regards, 

   

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

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

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

• Initial Complaint

  Date:02/26/2025

  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 placed an extensive order with the Shade Store in ********* on August 12, 2024 in the amount of $17,457.56 with **** ********. The order comprised of 15 shades, three of which were motorized. The first seven shades were installed on September 20, 2024 and the remaining eight shades were installed on October 28, 2024. From the very beginning, it was difficult to get the shade store to come back out to do the second half of the installation. It took several weeks for us to even get a link for the scheduling calendar. Once they were installed, it was noted that there was something wrong with almost all of the shades on the windows. They were either too short, too long, too narrow, or too wide. The three motorized blinds did not synchronize when they opened and closed, and one of them lifts higher than the other two. A technician has come out on two separate occasions to attempt to adjust the window shades, once with me (the owner) on 12/11/24, and a second occasion with my Architect on 1/27/25. On the most recent visit with the architect, the technician agreed that seven out of the eight blinds on the second floor needed to be remade, and three out of the seven blinds on the first floor need to be remade. A laser was used to verify that the newly constructed window boxes are properly squared.Avra stopped responding to emails. ****** ***** responded on 12/30/24, but that was the last correspondence we received from her. My Architect then reached out to corporate and began communicating with ****** *****. It appears that four blinds have been refabricated, three for an upstairs bedroom and one for a powder room. I notified ****** on February 13 that there was an inaccurate shade count, and have asked her to provide us with a copy of the technicians report. To this date, a copy has not been provided. My Architect has created a mark-up detailing the issues with each window with photos.

  Business Response

  Date: 03/04/2025

  Dear *******,

  Thank you for your detailed email outlining the ongoing issues with your order and the installation of your window shades. I sincerely apologize for the challenges you've faced during this process, and I appreciate your patience as we work towards a resolution.
  

  I understand how frustrating it must be to experience delays and repeated issues with the shades, especially considering the significant investment in your order. Please rest assured that we are taking this matter very seriously and are committed to resolving these issues to your satisfaction.

  As the next step, I will coordinate directly with my product technical team to ensure that we have the accurate and updated information on your order, and I will personally oversee the resolution of the fabrication issues.

  Please accept my sincerest apologies for the inconvenience this has caused. I value your business and are committed to making things right. I will be in touch with you shortly to provide a timeline for the completion of your order.
  

  If you have any further questions or concerns in the meantime, please feel free to reach out directly to me.

  ****** *****

  Customer Answer

  Date: 03/24/2025

  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 have tried to resolve the issue with my blinds with the Shade Store. They were supposed to re-fabricate almost all of the blinds in the apartment, and only fabricated four of them. I had an appointment scheduled today and they never showed up. When I called to find out if they were coming to swap out the four blinds, I was told that they needed to cancel the appointment for staffing issues. I live in another state and drove four hours to New York City for this appointment! My Architect and I have been emailing ****** ***** from customer service, but she does not reply to the emails in a timely fashion. I’ve attempted to call and left multiple voice messages and she does not return my phone calls. The most recent technician sent by the Shade Store to come out to assess the blinds that are installed on my windows reported that they were a very poor quality and that all of them needed to be replaced. He stated that the report filed by the previous technician is no longer even visible in the computer system but somehow disappeared or was removed. 

   

  At this point, I just want my money back. I’ve had it with the shade store! I have never met a more unprofessional and unresponsive group of people. I have asked Ashley what she plans on doing in order to remediate this issue, and I have had no response.

   

   

   

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

   

   

   

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

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

  Business Response

  Date: 03/25/2025

  Dear ******* ***************, 

  It was a pleasure speaking with you today.  I depply regret that you haven't had the best experience and I would like the opportunity to correct the errors.  As discussed, I will have a seasoned installer come to your NY home on 4/18 to install alll 4 shades that were remade to determine if the remake order addressed your concerns.  During that visit, I will have the installer review the other shades to ensure we have proper measurements and or report any workmanship issues. 

  Please except additional communication to your email **************** with a confirmation of the arrival time for the 4/18 appointment and additional updates as we make progress. 

   

  Thank you, 

  ******* ****** 

• Initial Complaint

  Date:01/30/2025

  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 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 ***** and ******. 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 "***" 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. *** 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. ******* ******** 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 few times with me and blocked my number. I am requesting refund for difference in rods and $500 refund for installation fee

  Business Response

  Date: 01/30/2025

  Hi ****,

   

  I am so sorry to hear this, and would love to resolve this with you. At your convenience, please feel free to reach out to me to assist at ******************************************************************. 

   

  I look forward to working with you!

  Customer Answer

  Date: 01/31/2025

  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 have sent email to provided email address from The share  store few days ago when I received same response in yelp but no one has responded to my email. 

   

   

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

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

  Business Response

  Date: 02/06/2025

  Good afternoon ****, 

   

  My name is ******* ****** and I am a manager with client services.  I am very sorry to learn that you sent an email to my email address at ***************** but it appears that I have not received it.  I would like to connect with you.  Please call me at ************.  My work days are Monday through Friday from 9am to 6pm. 

   

  I look forward to connecting with you. 

   

  Thank you. 

  Customer Answer

  Date: 02/08/2025

  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:01/06/2025

  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.

  We placed an order on 06/07/2024 for 3 shades, that totaled to $1914.60. This order was time sensitive and we needed it to arrive by early July. And we were guaranteed that the order and install would be completed by then. If there was a chance of a delay, we would have canceled the order. We even had a store technician come in to do the original measurements to prevent mistakes. After which the 3 window shades were ordered and delivered.On 06/28/24 the install technician, after opening all shades, informed us that the measurement was wrong and none of the blinds would fit the window. He took new measurements and took all 3 shades back with him. We were told by him that we would receive a call the same day before the order would be placed for the shades to be remade. We received no such call. On 06/29/24 We reached out to *** ******** to ask about the remake and installation, and were told that she is requesting a hold on the remake order and to cancel it.Over the next month and a half, we then tried following up more than 15 times over the phone. On one of these calls, we were told that the refund is under process and it takes ***** business days for the refund to be processed and the amount to be reflected back. So we continued to try contacting them. We were given no useful information, that is if we even managed to speak to someone. On 08/14/2024, We were able to get in touch with ****** ****** and were told that we would be getting a partial refund. But were given no explanation around what this partial credit is. (We never received this credit). We received another email from ****** ****** asking about the shades that were on hold and asked whether we wanted them to be released from hold from their production facility. We replied, informing him about the situation and asking for a full refund.We received no further communication. It has been over half a year, and we are out nearly $2000

  Business Response

  Date: 01/14/2025

  Dear *****, 

  I genuinely apologize for the inconvenience you have experienced.  I would like to connect with you to address your concerns.  I have sent you an email with my contact information.

  I look forward to connecting with you and making you whole. 

  Thank you. 

  Customer Answer

  Date: 01/14/2025

  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 don't seem to have received any communication from anyone at The Shade Store. Can you please send me an email at *************************** with your contact information?

   

   

   

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

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

  Business Response

  Date: 01/31/2025

  Good morning, 

  
  

  I made contact with ***** using the email address ***********************************************.  I also reached out via phone on 1/23/2025 to phone number ************.  I received a response from ***** on 1/25.  At this time, I need further confirmation on the method we should use to apply the partial credit that was offered. 

  
  

  It seems that the credit that was agreed upon in the amount of $297.00 back in August of ********************************************************************************** issuance of a check.  In cases where compensation is given back to our customer, we need confirmation from our customer on which method of credit should be used.

  
  

  I am happy to reach out to ***** again today and discuss in order to complete the compensation on the project. 

  
  

  Thank you.  

  
  

  
  

  Regards,

  
  

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

  
  

  Customer Answer

  Date: 02/07/2025

  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.
  

   

  I'd like to confirm that the business has offered a resolution that we accept. Please go ahead and close the complaint and mark it as resolved and that the customer is satisfied.

   

  Thanks,

  Rohit 

  
  

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

  
  

• Initial Complaint

  Date:01/06/2025

  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.

  i ordered shades in may when they finally came in july most of them were no good and could not be used i then tried to work with them to ***lace but they could not do what the order called for the customer service was horrific, salesperson (store mgr) stopped responding to emails and had to go above her head to her. supervisor who i also had to chase was finally referred to a. customer service *** who also stopped responding i have received a refund but i think its not what i m owed i have called customer service at least 10 times and spoken to ******* who kept telling me she would escalate the matter and someone would respond its been 4 months of trying to get this resolved with no response i want someone to respond and review the refund

  Business Response

  Date: 01/14/2025

  Dear *****, 

  I am genuienly sorry to hear about your experience and I would like to take the opportunity to address your concerns.  I sent you an email to connect with you and proceed to further discussions.  

  Please reach out to me at ************************************* for assistance.  

  Thank you. 

  Customer Answer

  Date: 01/22/2025

  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:

   

  Thank you for your call. 

  as i mentioned, i did not receive an email from the shade store. i emailed the person who said they had emailed me but didn’t receive responses from either email i sent. i also called customer service and was told the person would call me back yesterday , no call, no emails 

  please keep this complaint open. 

  thank you 

  ***** ***** 
  

  Sent from my iPhone

  
  

  On Jan 21, 202

   

   

   

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

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

  Customer Answer

  Date: 01/23/2025

  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 received an email from you today with an attachment from the shade store allegedly addressing my complaint
  BUT in typical shade store style it’s addressed to someone named *****. i’m *****
  the email has nothing to do with my complaint it’s about *****’s order from 2017
  i have tried reaching out to the person who wrote that response 2 emails and a phone call with no response. this situation has been going on for months !!! please let them know they responded to the incorrect person and wrong complaint. the incompetence is overwhelming 
  ***** *****
  Sent from my iPhone 

   

   

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

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

  Business Response

  Date: 02/03/2025

  Dear *****, 

  I apologize for the information that you received pertaing to a different customer.  It is unknown how this error occurred but I would like to connect with you today, 2/3/2025 to discuss your concerns.  Please anticipate an email from me today to further discuss your concerns. 

   

  Thank you, 

  ******* ****** 

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the hub device to control our shades remotely. I spent at least three hours trying to get it to work, I called the customer service line...who first sent me a new hub but eventually set me up with a guy who came to our house three weeks later, and after he tried for an hour and called the head office for help, NOTHING WORKED. IT'S a ***** ** **** Stop selling it. Stop wasting people's time. GET ME MY MONEY BACK.And please note, the guy who came to our house was lovely. He was timely, articulate, knowledgable and experienced. Even he couldn't get it to work.

  Business Response

  Date: 01/03/2025

  Dear *******, 

  I am extremely sorry to hear that you experienced difficulty with the Wireless Link Hub that controls the motorized shades in your home.  I left you a voicemail to discuss the issues you experienced and to propose a solution. Rest assured that we are prepared to refund you the cost of the *** if that is what you ultimately choose. 

  I look forward with speaking you.  

  Thank you. 

  Customer Answer

  Date: 01/06/2025

  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]

   Thank you for calling me  the matter is not closed until you return my call, and we speak about the matter  

   

   

   

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

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

  Business Response

  Date: 01/27/2025

  Hi *******,

   

  I did leave you a message and would be happy to discuss - please reach out to me so we can connect. I can also be reached via email at ******************************************************************. 

• Initial Complaint

  Date:01/02/2025

  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.

  Ordered curtains for windows that were manufactured by The Shade Store, I paid for and provided the fabric as I have done previously. Issue#1 The curtains were produced and shipped but remained in boxes for 18 days waiting for installation. I expressed concern re the impact and was told nothing could be done to change installation date. Originally I was assured installation would align with receipt of product. Issue #2 Curtains hung, they are very wrinkled and panels for one window are different lengths ( nearly 1/2variance). Was told fabric will stretch and creases will fall out over 10 day period.A Shade Store associate came back to re hang and steam again, improved but not acceptable. Remaking the curtain panel was offered, I was uncomfortable due to fabric dye lots and bc this solution required me to rebuy the fabric with no documented assurance of repayment. Despite concern re lack of consistency in length, I asked to discuss a discount that I could use to have the curtains professionally steamed/ pressed. I asked that customer service or my sales person call me to discuss. Neither called, I received email detailing a $250 credit. I emailed back to not to move forward with credit, that I wanted a conversation. The request was ignored. I have written and received no return communication post credit. Cost to make the curtains was $8731.00 and the fabric $5594.00=$14,325.00. The fees should have assured accurate, well made, wrinkle-free product. Most would not have accepted the imperfect hem construction. I am disgusted with the lack of service and the fact that no one would speak with me. I have had other work done by *** so I am appalled by the poor service and quality that I experienced. I require a professional steaming/ pressing paid for by The Shade Store on both sets of window treatments. I do not want *** responsible for this, I have tried twice unsuccessfully, they arent equipped to correct the ***************** problem.

  Business Response

  Date: 01/27/2025

  Hi *****,

   

  I am so sorry to hear you're unhappy with the resolution offered. Please know, we'd love to resolve this for you. 

   

  Do you have an estimate of the cost this would take to have these panels pressed/ steamed by another company? This would be needed in order to assist. At your convenience, if you can provide this quote to me, I can advise on if this is a cost we can fully cover, or if this is something we can partially reimburse for. Please email this over to me at ******************************************************************. 

   

  I look forward to working with you! 

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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 had The Shade Store come out to measure my space for roller blinds after visiting a showroom.The technician took measurements of two large windows and two doors.I then was working with an agent online who provided me a quote of what was measured and we agreed on a price. When my products were delivered, there was a shade missing. The installer said that the quote I agreed to based on the measurements did not add all the correct items.They are trying to bait and switch me now asserting that the price is higher, after I already agreed to the cost, had an installation, and spent a significant amount of money on a now unfinished space.This is a classic bait and switch. If I were given the full price upfront, I would never have ordered this product with The Shade Store. I also obviously would not have ordered one window and door after having the whole place measured and quoted.Now after the fact, they're trying to sell me something else at a more expensive price. Even their own installer said they screwed up big time and would remedy this error.I have tried to resolve this amicably with the company. To no end. They have not ordered and installed the remaining shade that was quoted and agreed upon.

  Business Response

  Date: 09/09/2024

  Hi *****,

   

  Thank you for your message, and I am very sorry to hear about the issues you're experiencing. Please know, we will work with you to make this right! 

   

  Before an order is placed, we do send out a quote for review to ensure all details look correct, including the amount of windows being ordered, the material, control type, etc. We ask that customers look this over and ensure this is correct before placing the order. I see that this was sent to you, and the order was placed. While we do admit that a mistake was made on our end as well, we are willing to make this right by offering a 40% discount on the purchase of this new shade, a higher discount than we would typically offer for a scenario of this kind. We are also willing to waive the additional installation cost for you, and return at no additional cost. 

   

  If you have any other questions, or need additional help, please do not hesitate to reach out. 

   

  Kind regards, 

   

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

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

  Customer Answer

  Date: 09/09/2024

  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]

   This is not a remedy. I worked with a in-store consultant, online agent, and installer who came out to measure. I would not have ordered this product if I knew the full job was not on the quote. At NO POINT did any of the people note or highlight that the full measurements taken were not on the quote. You all do this EVERY DAY. This was my first order with The Shade Store. This is not an error on my part but on yours. Trying to shift the blame to the customer is terrible service and highlights the bait and switch. The product is half-installed. I have been dealing with this for 10 days now with no remedy. If you will not resolve this, I don't want this product. Take back your stuff and give me a full refund.

   

   

   

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

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

  Business Response

  Date: 09/09/2024

  Hi *****,

   

  As a courtesy, I will offer to make the shade at no charge. This will go through today and you will receive a confirmation of this. 

   

  Please let me know how else I can help. 

   

  Kind regards, 

   

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

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

  Customer Answer

  Date: 09/10/2024

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