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

  115 Main St Westport, CT 06880

• 

  The Shade Store

  644 Washington St Hoboken, NJ 07030

• 

  The Shade Store

  929 N Saint Asaph St Alexandria, VA 22314

• 

  The Shade Store®

  1200 Howell Mill Rd NW Atlanta, GA 30318

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:08/29/2024

  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 have spent 10 months trying to resolve my situation independently with the Shade Store. I have reached out to ***************** 19 times with no response. I still do not have the shades I paid for and I recently canceled the credit card I used as I don't recognize some of the charges. For 5 weeks I have been demanding a complete accounting of what I was charged for. All I've received is information I could have found on my credit card statement. In reviewing the DOZENS of complaints written about the Shade Store on *************** in *************, it appears many of your customers are in the same situation. PLEASE READ THE COMPLAINTS. ************************************************************************************************************************************************************************** I would like my project completed and I DEMAND to see a complete inventory of what I have paid for. I have already reached out to 7 ON YOUR SIDE ********** and I am collecting names and permission from other reviewers on Yelp to go public with their stories, as well. A lot of us are desperate. Please help. ******************* ************

  Business Response

  Date: 08/29/2024

  Hi ***,

   

  I am so sorry to hear about the issues you are experiencing. Please know, nothing is more important to us than resolving this with you, and we will be sure to do so promptly. 

   

  I do see that you've been discussing this matter with a senior lead on our team, ********************* who has been assisting you with all of your inquiries. If there is anything additional you may need, please feel free to reach out to her for assistance. 

   

  Kind regards, 

   

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

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

• Initial Complaint

  Date:08/19/2024

  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 purchased three shades from the Shade Store for our bedroom in 2021. The cord to one of the shades broke almost immediately. For months the Shade Store sent us the wrong cord. They finally sent us the correct cord but the cord broke again. We went through the cycle of getting the wrong cord again. After the shade was fixed, the same cord broke again as did a cord on a second shade. The repairman said the cords couldnt be fixed and needed to be replaced. But the Shade store told us that our warranty, promising that theyd repair or replace defective products, wasnt valid because the breakage was due to wear and tear. All of this, including the dates, is documented in my emails with the Shade Store, which I copied and pasted into the supporting documentation document. They offered to sell us new shades at a 40% discount but I want them to honor the warranty and replace the shades. The shades were broken probably about a quarter of the time we had them over three years because it took forever for the Shade Store to send us the right replacement cords. I have a feeling they discontinued the shades because they know they are defective.

  Business Response

  Date: 08/21/2024

  Hi ****, 

   

  I am so sorry to hear about the issues you've experienced with your product. I assure you, we will make this right. 

   

  Due to the discontinuation of this product, we will not be able to send parts, or correct the cording on these moving forward. What I can offer is to replace these shades using the amount you paid on these shades towards an alternative product. I'm happy to connect you with a design consultant who can help you to pick something that is similar, or that you would rather have given our current line of products. If the new product is more expensive, there will be a cost for that difference. 

   

  Please feel free to reach out to me directly for assistance. I can be reached at ********************************************. 

   

  Kind regards, 

   

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

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

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

  Customer Answer

  Date: 08/21/2024

  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:08/19/2024

  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.

  I ordered 13 window treatments from The Shade Store on 6/14/24 totaling $10, 440.22. On 7/18, the installers came to put them up. Only 3 of the **********************s fit correctly into the windows. Everything else was constructed to the wrong specifications and finished in an unprofessional way. 3 large cornices (hard ****** valences") arrived with seaming that had never been discussed. The sewing and construction are shockingly bad. The valence returns were too short and did not reach the window frames so the installers would not put them up. 6 relaxed ***** **********************s are too small for the windows; two were sewn incorrectly and broken. The kitchen door ***** ********************** is so poorly constructed that it doesn't hang or operate correctly, is missing rings, and has visible holes in the fabric. None of them can be salvaged. All have to be remade. But given the poor workmanship, I immediately requested a refund on 7/18 and again on 7/22. On 7/25, I received an email saying: "Due to the custom nature of our products, The Shade Store does not offer refunds or returns."Despite the bad quality, I agreed to try again, but after another measure and working everything out, I was informed on Aug 6that they refuse to make the ***** valences without seams, i.e., they will not run the fabric lengthwise. In all my discussions with the designer and the initial quote, there is no mention of seaming. Seaming location would have been specified on the quote I approved. But I would not have ordered valences with obvious visible seams. All of the defective window treatments are the same fabric to keep consistency through my open concept space. So either they have to railroad the fabric and make valences without seams as they were initially ordered, or I expect a full refund for the 10 defective treatments. Since they have not delivered any usable products, they cannot claim I am returning custom products. I have been trying to speak with a supervisor with repeated calls since 8/6, but no one calls back.

  Business Response

  Date: 08/19/2024

  Hi ****,

   

  I am so sorry to see the issues you have experienced. Please know, nothing is more important to us than making sure our clients are happy with their products, and I will ensure we work with you to get this right. 

   

  At your convenience, please feel free to reach out to me, and the Northeast regional lead, ********************* for assistance with this matter. I can be reached at ************************************* and ******* can be reached at *********************************** We will ensure all is resolved for you and ensure you have window treatments you are happy with for many years to come. 

   

  I look forward to working with you!

   

  Kind regards, 

   

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

• Initial Complaint

  Date:08/13/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against The Shade Store regarding an unsatisfactory experience and unresolved issue with my order. Below are the details:- Date of Purchase: July 9, 2024 - Order Number: ********* - Amount Paid: $1,786.02 What the Business Committed to Provide:The Shade Store sales *** convinced me to ***lace my previous nursery blinds, promising custom blinds would make the room darker for my baby's daytime naps. I was assured the custom blinds would sit closer to the window compared to my existing shades. Worth noting, custom blinds delivered are essentially the same style and fabric as the Pottery Barn shades I initially had.Nature of Dispute:Upon installation, I discovered that the new blinds actually sit 1/4 further away from the window, making the room even brighter than before. This outcome is contrary to what was promised, as they failed to deliver custom shades in the style that met my specific requirements.Status of Complaint:Over the past several weeks, I have communicated extensively with The Shade Store's customer service in hopes of resolving this issue. I expressed that I would be satisfied with the shades being remade in the promised style, provided they fit closer to the window, ensuring a darker room. Unfortunately, I was informed that fulfilling this request is not possible. Instead, they offered to remake the blinds in another style or provide a credit.I consider this to be an unethical business practice, as I was sold a product under false pretenses, and they have refused to issue a refund. Consequently, I am requesting a full refund of $1,786.02. Additionally, I am seeking $400 compensation for the cost of hiring a handyman to install the new blinds and reinstall the old ones ($200 for each service).I trust that the BBB will assist in mediating this dispute and help me reach a fair resolution.Thank you for your attention to this matter.Sincerely,*************************

  Business Response

  Date: 08/27/2024

  Hi ******,

   

  I am so sorry you're experiencing issues with your order! 

   

  I see that you've already been communicating with some of the senior leaders on our team, and this is moving forward appropriately. If you need anything else, please do not hesitate to contact me as well at ********************************************. 

   

  Kind regards, 

   

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

• Initial Complaint

  Date:08/12/2024

  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 spent around $5,000 on shades for my new apartment in ***. Yesterday morning, a gigantic box arrived to the lobby of my building containing the shades, but installation is not scheduled until the end of next week. I had no idea the shades would be delivered before the installation- the customer service representative never mentioned it at the time of purchase or before. I live on an upper floor of mybuilding, and the box is too large to fit in the elevator. I cannot carry it by myself up the stairs. When I reached out to the company, they responded with some panned email stating that they can bring it up at the end of next week when installation occurs. I told them that would not work for me as there is not room in the lobby to store the huge box nor would building management allow this. I asked them either to install early or come get the box and bring it back on the day of installation. As of now (over 24 hours later), I still have not been contacted with any solutions. So now I am being hounded by my building management to get the box removed, but I'm not able to remove it. The Shade Store has shown no sense of urgency on this. Seeking immediate resolution.

• Initial Complaint

  Date:07/31/2024

  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 began a small project (with the intention of adding more window treatments later on) through The Shade Store in April. As we approach August, our project is incomplete and communication has been inconsistent and frustrating. I've spoken to multiple employees, several whom never took the time to hear our issues or simply stopped replying. The issues began in June during our first installation. One shade was mismeasured and could not be installed. Three blackout shades were missing entirely. Our installer was apologetic, he said someone would contact me. Someone reached out letting me know I would be waiting weeks for the shades and another install date for that shade would be set. This would mean missing 3 full mornings of work for a small project (the original installation date, the mismeasured shade installation and an installation for the 3 missing black out shades.) After numerous emails I was offered a 5% credit for the troubles and was told the client experience manager would reach out when the 3 missing shades (which were backordered as it turns out) were ready to ship and again after their installation. I never heard from her again. The mismeasured shade arrived, our installation date was over a week away and would mean missing more work so I installed that shade myself, even though I paid for professional installation on all shades.Finally, at the end of July our 3 blackout shades arrived. I took off work for the installation. The shades were the wrong fabric. I have reached out about this numerous times. There has been an offer to remake the shades, but no confirmation that process has even begun and my follow up questions have been ignored. As it currently stands we have missed work numerous times, installed a shade ourselves despite paying for installation, waited months and have been left with a set of shades we did not order, unclear if we will ever receive our actual order. At this point, I feel a refund would be fair.

  Business Response

  Date: 08/15/2024

  Hi *****,

   

  I am so sorry to hear about the issues you're experiencing with your product - know that The Shade Store stands behind their promises, and we will make this right. 

   

  I see that you've been working with our Client Experience Manager, ******* but I'm happy to have you discuss with her manager, ********************************* to assist you further. She can be reached at *************************************** and ************, which is her direct line. You may also reach out to me directly to assist. I can be reached at ************************************* or ************. 

   

  We look forward to assisting you further! 

   

  Kind regards, 

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

• Initial Complaint

  Date:06/26/2024

  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 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

  Date: 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

  Date:06/20/2024

  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.

  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

  Date: 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

  Date:06/17/2024

  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 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

  Date: 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

  Date:06/12/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *****************************