The Shade Store Reviews

Our installer was absolutely wonderful from beginning to end. He showed up right when he said he would, treated us with genuine warmth and respect, and clearly knew his stuff inside and out. The guy kept everything organized, worked at a steady pace, and didn't waste any time. Everything came together beautifully and we couldn't ask for better results. Definitely 5 stars.

This was by far the worst experience I've had with an upscale product. The showroom staff and sales rep were actually nice. That's where things went well. You pay everything upfront and after that it's all downhill. Installation takes forever and the installation crew and customer service people seem incompetent and don't respond to anything. People at this place don't talk to each other at all. They use outside installers too. We got the wrong size shades to start. The valance was so big it wouldn't fit on their truck so we had to hold onto it until the installers came. Weeks and months pass between install appointments even though every problem was caused by the store's mistakes. They sent just one installer three different times when their own notes clearly said they needed two people. Then the rollers came wound the wrong way, which meant yet another visit weeks down the line. The valances weren't right either and had to be remade. Oh, and you have to hire your own electrician to set up low voltage for their motorized shades. They sent the wrong stuff, no batteries included, then messed up the equipment and specs they gave the electrician, which cost us money for three extra visits because of their screw-ups. Then they shipped wrong parts two separate times so the installers had to come back again.

Do yourself a favor and avoid the Shade Store. I wish I'd read the bad reviews before ordering. I've been chasing down one curtain for five months now. It was made wrong in the first place, then the replacement arrived damaged, and when we finally got another one it didn't fit right. This company simply doesn't care about keeping customers happy. The company's SVP of Customer Experience did respond here but then went silent and never followed up. The store team didn't reach out either for two more weeks. Eventually the curtain got installed and it looks okay. But Shade Store never bothered to check if we were satisfied or call to make sure everything was right. They honestly don't seem interested in customer satisfaction or repeat business.

This is hands down the worst purchase I have ever made. It has been going on for a whole year and still not finished. They're always nice about it, saying don't worry we'll fix it, but I still have curtains that fall way too short. No matter what they try to fix, the outcome stays the same - the wrong product came. I could never in good conscience send someone to this company. The way they've handled this problem makes me question if something weird is going on. They've got my cash and keep sending new options at a thousand dollars each and more installers, but we end up with the same issue each time - the drapes are just wrong. And they don't seem bothered at all by how long this is taking. It's bizarre honestly, but looking at other people's reviews I'm clearly not the only one dealing with this. What is going on? Please stay away from this company at all costs.

The Shade Store location in Gilbert, Arizona is hands down the most irresponsible and unprincipled business I've ever given money to. I'm embarrassed to say how much I invested, and honestly the stuff they sold me and how they installed it are no better than what you'd find elsewhere for a fraction of the price. I made my purchase, handed over a large payment upfront - everything paid in full. They don't do refunds because supposedly everything is personalized to your home. I bought for 10 windows and spent an enormous amount. But here's the problem: you can't even book installation until they have your cash, and even then they usually won't get to you for a couple months. The sales rep kept saying maybe she could rush things if all my items came in and I told her, but that turned out to be false. When installation day finally rolled around, the two installers told me right away that they were short all the ceiling brackets for 3 of my windows and 3 of the motorized shades were the wrong measurements. Keep in mind I only had ten windows total and they botched six of them.

We got a faulty shade in our set of four. After months of back and forth, they said they couldn't get the replacement to match the others, so basically they wanted us to pay for four brand new ones to get the design we already bought. That means spending twice as much for the same thing all because of their defective, cheap product.

Customer service here is extremely disappointing. A broken shade took three months from start to finish to be picked up, fixed, and sent back. Phone messages and emails would go unanswered. When I did get through to speak with someone, they'd give me wrong or conflicting answers. Having a lifetime warranty doesn't mean much if they can't manage to fix a problem in any reasonable amount of time.

The customer service here is really bad. It took three months total to get a defective shade picked up, repaired, and brought back to us. People didn't return our phone calls or emails. When we finally managed to talk to someone, they gave us information that was wrong or didn't match what someone else told us. Their warranty is supposed to be good for life but it doesn't seem to matter if they can't even turn around a basic repair in a reasonable timeframe.

This has been a nightmare from start to finish with getting window treatments for my new home. It took five weeks just to get the products to arrive. When the installer finally came, he messed everything up - he drilled holes where he shouldn't have, got dirt and grime all over my brand new walls, left stuff scattered everywhere, scratched surfaces, and never cleaned up after himself. Plus the curtains didn't work right - either damaged goods arrived or he installed them poorly. The project manager Brandon said he'd file a report and disappeared. Zero updates, no check-ins, nothing. I had to track him down myself. When you've paid this much money for these treatments, you'd expect someone to be calling or emailing with status updates, but there was absolute silence about the damage and whether it would get fixed. My designer made a big deal about reporting it up the chain, but all I got were sympathy words and nothing actually changed.

This is really unacceptable. We had a big installation done at our property in Laguna Beach. Initially everything was fine, but one of the shades stopped working. Trying to get someone from the shade store to come fix it has been a nightmare. We've tried calling five separate times and sent six emails. We may just have to show up in person at the store. The customer service here is honestly the worst I've experienced in a long time. I would definitely tell people to stay away from this company.