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

  48 W Putnam Ave Greenwich, CT 06830

• 

  The Shade Store

  1 Elm St New Canaan, CT 06840

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:07/01/2025

  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 hired The Shade Store to design and install custom drapery for the living room, kitchen, and primary bedroom of my home. Despite paying over $62,000 upfront, the process was plagued with unreasonable delays, poor communication, and subpar workmanship.After months of waiting, the drapery was finally installedonly to find that it obscured approximately 40% of the views from my living room and kitchen, significantly degrading the intended design and functionality. The Shade Store admitted fault in both measurement and installation and promised to remedy the situation.However, since that time, weve encountered chronic delays, ignored service requests, and vague scheduling. Despite multiple escalations from my designer, including urgent requests and repeated follow-ups over two months, The Shade Store failed to dispatch a team to uninstall the drapery as promised. Their "emergency waitlist" process proved ineffective, and no meaningful action was *********, after months of delay and unmet commitments, they are offering a 50% refund only if I agree to a reinstallationwhich I explicitly do not want. I am requesting a 100% refund for the living room and kitchen drapery and an immediate termination of all further dealings with the company. Their failure to deliver what was promisedand their mishandling of the situationwarrants full restitution.

  Business Response

  Date: 07/01/2025

  Dear ******, 

  Thank you for taking the time to share your experience. I want to begin by offering my sincerest apologies for the significant frustration and inconvenience you've endured throughout this project.
  I fully understand your decision to decline a reinstallation and request a 100% refund for the living room and kitchen drapery. We have a refund policy as stated on our warranty but we would like the opportunity to make things right.  
  I want to personally apologize for the experience you've had with us. While we cannot undo the inconvenience caused, I hope we can come to an amicable resolution. Please expect an outreach by someone on our leadership team within the next 48 hours. 

  
  Thank you.

  Customer Answer

  Date: 07/14/2025

  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:

  [Your Answer Here]

  Dear Better Business Bureau,

   

  I am writing to formally follow up on complaint ID #******** filed against The Shade Store. While the business initially responded with an acknowledgment of the issues and a promise that someone from their leadership team would contact me within 48 hours, no such follow-up ever occurred. Despite their written apology and stated intention to resolve the matter, I have received no further outreach, resolution, or refund.

   

  To recap: I hired The Shade Store to design and install custom drapery for the living room, kitchen, and primary bedroom of my home. I paid over $62,000 upfront for this service. What followed was a deeply frustrating and disappointing experience marked by excessive delays, poor communication, and ultimately, substandard results.

   

  When the drapery was finally installed, I discovered that it obscured approximately 40% of the views from my living room and kitchen, drastically compromising both the function and aesthetic of the spaces. The Shade Store acknowledged responsibility for measurement and installation errors and assured me the issue would be resolved. However, I have since experienced months of ignored service requests, vague commitments, ineffective scheduling attempts, and no meaningful action taken to correct the situation.

   

  Their most recent communication offered a partial 50% refund, contingent upon a reinstallation, which I had clearly declined. At this point, I am requesting a full refund for the drapery installed in my living room and kitchen, along with an immediate termination of any further dealings with The Shade Store. I believe their mishandling of this project and the broken commitments since warrant full restitution.

   

  I respectfully ask that the BBB reopen this complaint and support my request for a complete refund as a resolution. I am happy to provide further documentation if needed.

   

  Thank you for your time and assistance.

   

  ****** *****

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

   

   

   

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

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

  Customer Answer

  Date: 07/14/2025

  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.
  

  Subject: Withdrawal of Complaint Case ID #********

   

  To Whom It May Concern,

   

  I am writing to formally withdraw my recent complaint filed against The Shade Store.

   

  Since submitting my complaint, the business has refunded my payment in full and resolved the matter to my satisfaction. As such, I no longer wish to pursue the complaint.

   

  Thank you for your assistance in facilitating communication. Please let me know if you need anything further from me to complete the withdrawal.

   

  Sincerely,

  
  

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

  
  

• Initial Complaint

  Date:05/17/2025

  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 purchased custom shades from The Shade Store specifically because they offered a lifetime warranty. That warranty has proven to be completely ************** November 2024, I contacted The Shade Store to have my broken shades repaired under the warranty. It is now May 2025, and I still do not have working shades.Heres whats happened since:One appointment was a no-showno call, no explanation.Four additional appointments had a technician show up but leave without fixing anything.Ive now taken five days off work for these appointmentswith nothing to show for it.Ive called customer service repeatedly, asking to speak with a manager. Each time, Im told someone will call me back. No one ever does. Multiple representatives have claimed they would personally handle the situation, yet nothing ever gets resolved.This experience has been exhausting and incredibly frustrating. I paid a significant amount of money for a premium product and a lifetime warranty that The Shade Store has failed to honor.I do not recommend doing business with The Shade Store. Their customer service is unresponsive, their follow-through is nonexistent, and their warranty is not being upheld. Im filing a formal complaint with the Better Business Bureau and hope others will think twice before trusting this company.

  Business Response

  Date: 05/30/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you've endured while trying to resolve the issue with your custom shades.
  We understand that you've not only invested in our product but also taken valuable time away from work, expecting us to uphold the warranty we proudly offer. That expectation is entirely reasonable, and we regret that your trust in us has been compromised.
  Please know that your experience is not taken lightly. We are immediately escalating your case to our senior customer care team for resolution. A manager will reach out to you within 48 hours to address the issue directly and provide a clear plan to ensure your shades are repaired or replaced without further delays.
  While we cannot undo the time and effort you've already spent, we are committed to making this right. In addition to resolving the current issue, we will also review how your case was handled to prevent this kind of breakdown from happening againfor you and for others.
  We truly value your business and hope we can earn back your trust.

  Thank you. 

  Customer Answer

  Date: 05/30/2025

  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: You say you are going to call and email me and reach out and you do not. I would like a full refund on all of my blinds in my bedroom. You are a terrible company that does not follow up. you say you will email and call and you do not. I have worked for 5 months to resolve this and each customer service representative has absolutely no ability to fix the problem. I'd like a full refund for all of my blinds which will be about $4500 

  I expect this to be resolved within 30 days. 

  Please reach out to me to set up the refund. 

   

  [Your Answer Here]

   

   You say you are going to call and email me and reach out and you do not. I would like a full refund on all of my blinds in my bedroom. You are a terrible company that does not follow up. you say you will email and call and you do not. I have worked for 5 months to resolve this and each customer service representative has absolutely no ability to fix the problem. I'd like a full refund for all of my blinds which will be about $4500 
  I expect this to be resolved within 30 days. 
  Please reach out to me to set up the refund. 

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Customer Answer

  Date: 06/02/2025

  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 wasted 5 days of my time waiting for your techs to show up. I need to be recompensed for my time. And until you actually show up an do the work - Because you have told me you are going to do it so many times and have NOT fixed it i do not trust you at all. 

   

   

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 06/02/2025

  Dear *****, 

  We are aware of the delays you have experienced in having your shades repaired under the warranty and we are working on having the 3rd shade shipped out by tomorrow, 6/3/2025.  We are also working on securing a service date based on your availablity. 

  We will continue to communicate with you to report the status as we make progress on completing your repair.

  Thank you for your continued patience. 

• Initial Complaint

  Date:05/14/2025

  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 on March 24, 2025, for custom drapery, using their in-home measurement service. Installation was scheduled for April 23, 2025, but as of May 13, the work remains incorrect and ************* installation, it was clear the drapery color was wrong. I had requested a true white to match the privacy lining, but the fabric was beige. Both *****, the design consultant, and the installer acknowledged this, yet the installer still proceeded. The return and leading were also installed on the wrong side, despite prior measurements and documentation. The installer even left one side untacked due to the incorrect configuration, leaving me with uneven and non-functional drapes for over three weeks.Correcting errors will require new holes in my walls and additional disruption. Since installation, Ive contacted the store on April 25, April 30, May 1, May 7, May 12, and May 13. Ive spoken with or left messages for ***** each time, but have received little to no follow-up despite assurances. ***** has been courteous, but the lack of actual resolution or accountability from the company is unacceptable. I paid $1,452.00 for a service that remains incomplete and incorrect. This has caused frustration, inconvenience, and wasted time.I am requesting the following corrective actions at no additional charge:Replace the drapery with the white denim fabric.Correctly install the return and leading per the original measurements.Upgrade the hardware to either the Velate rod in silver/nickel or the ******* track in Satin Nickel with Tapon (quoted on order #**********).Installation asap I trusted The Shade Store based on its reputation, but this experience has fallen far below my expectations. If this is not resolved promptly, I am prepared to file a dispute with my credit card provider, ****************. I expected a higher standard of service and product delivery, and I hope the BBB can assist in securing a resolution.

  Business Response

  Date: 06/05/2025

  Good afternoon ********, 

  Thank you reaching out and sharing your concerns in regard to your living room drapery project. Since you have brought your concerns forward, we have remade your drapery order, please reference order # *********. In addition, you are scheduling to have the drapery installed on 6/18/2025.

  Please let me know if there is anything we can further assist you with. 

   

• Initial Complaint

  Date:05/07/2025

  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.

  Placed an order with shade store for our living room and office shades in September 2024. The person who took our order was *** *******. Our first installation was planned for November, but their product wasnt made by then so they delayed the installation. In Jan the installers came and realized the product measurements were wrong. So shades were partially installed. Then another order was placed and another installation happened with again wrong measurements. The third time they missed a motor. Fourth time they had to wait 5 mins for checking into the building, so they left and latest, this month, they came to my home and then left because there were supposed to be two people installing but only one showed up. So from Sep 2024 to May 2025 and we still dont have shades in our house due to installation and manufacturing issues. Their customer service is lax and doesnt care and everytime they mess up installation, instead of giving an immediate date, they have always given me an installation 6 weeks out, with no sense of urgency. I have had to miss work just to accommodate their schedule. And I asked for money back, saying lets just stop this and give my money back, they arent ready to do this either

  Business Response

  Date: 05/13/2025

  Hi ******, 

  Thank you for your continued patience while I processed your credit request now that the project has been marked complete and eveything is installed.  In good faith and for the delays you experienced, I sent you an email earlier today.  Please see below:

   

  ***** ******* ****** ********************************************************************
  ***** ******** *** *** **** ***** **
  *** ****** ********** *************************************
  *** ************************** ****************************
  ******** *** *** ***** ***** ***** *********
  
  Good afternoon ******, 
  
  
  I have completed the compensation analysis, and I am able to provide you with a compensation credit back on your **** card ending in **** in the amount of $ 2,500.00.  Please confirm that I can apply the credit to this card or if I should request a check for you. 
  
  
  Thank you. 
  
  
  Regards,
  
  
  ******* ******
  THE SHADE STORE
  ****************************************************************** 
  
  ****** ************************************************** ************
  
  ****** **** ****** ***** **** 
  ************  **** ********  **** *******  *******
  
  

  Customer Answer

  Date: 05/20/2025

  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 apologize for the delayed response.

   

  I was just giving them time to resolve the full promise

   

  After I made the complaint, they did expedite sending people to install the shades, which is complete now after 9 months

   

  However, with reference to the email sent by ******* ******, yes I received that and when I asked them to provide the refund of $2500, I have been ghosted by them again. ******* refuses to respond to my emails and calls and I havent been refunded my $2500.

   

  Shade store has gone back to their original ways of disrespecting the customers time and money. 

   

  So, no my full complaint hasnt been resolved and would appreciate you letting the business and public know about this matter 

   

  Thank you

  ****** 

   

   

   

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

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

  Business Response

  Date: 06/02/2025

  Good morning ******, 

  I apologize to hear that your refund is taking longer than expected.  I reviewed your project and I see that the agreed partial refund of $2500.00 has been credited to your card. Please allow 3 to 5 business days for your credit to reflect on your financial institution. If you do not see the credit on your end by end of week, I encourage you to contact the client service department at ************

   

  Thank you. 

  Customer Answer

  Date: 06/02/2025

  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:04/29/2025

  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.

  I ordered custom motorized drapery and ***** shades from the Shade Store on December 2024. The items were delivered, boxes left sealed, and scheduled for installation on March 10 2025. The installer completed installation of 4 ***** shades at this date, and noted that one of the items that was ordered as motorized was not motorized (Office - W1). The installer also notified me he would not have enough time to install the remaining 3 drapery rods/curtains and would have to return on March 15 2025. On March **************************** that a motorized rod (Living Room - W1) was damaged and could not be installed, and that he would notify the Shade Store for customer service resolution. I also immediately filed a customer service request with ********************. The customer service person scheduled another installer for a rescheduled "installation" on March 26 2025 and that individual re-confirmed the known issue of a broken ************* W1) and non-motorized ***** shade (Office - W2) and stated that he would file it for resolution with customer service. I have called, emailed, and contacted the corporate sales office, customer service, and *************** location for status or any action to replace the broken rod and non-motorized shade. To date (April 28 2025) I have no resolution or estimated date of resolution, tracking number, or point of contact to resolve the issue. Repeatedly the installers, customer service representatives, and sales associates at the Shade Store have failed to address the issue and continued to pass responsibility to each other. I have had 15 foot drapes lying on my floor for over a month. I want the damaged rod replaced and the non-motorized shade replaced ASAP. I have disputed the charge with **************** for the amount of these two items as well until my issue is resolved.

  Business Response

  Date: 05/13/2025

  Good day ****, 

  I sincerely apologize for the inconvenience you have experienced with your project.  I reached out to you and you responded advising that your concerns were being addressed.  I acknowledged your email and offered you my assistance should you have any additional concerns. I have enclosed a copy of our email communication in this message and I will also follow up via email once again to offer you my assistance once again. 

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

  Customer Answer

  Date: 05/14/2025

  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:

  The items requested have yet to be resolved. Please keep the case open until all items have been addressed and completed.  

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

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

  Business Response

  Date: 07/11/2025

  Dear ****, 

  Thank you for reaching out to share your concerns.  In review of your project, ******** has been in contact with you on a resolution.  Would you be so kind to advise if there are new concerns that have not been addressed?

  I look forward to your response. 

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

  Customer Answer

  Date: 07/15/2025

  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:04/16/2025

  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.

  The Shade Store agreed to replace three missing curtain panels for us on February 18, 2025 including purchasing fabric on our behalf to re-make the curtains. We however have not received an update or request from The Shade Store on fabric yardage needed to produce the replacement panels since original correspondence on Feburary 18, 2025 despite weekly follow **** We continue to get a "we're working on it and will be in touch shortly".

  Business Response

  Date: 05/12/2025

  Hi *******,

   

  I believe this has been resolved to date - if you are still in need of assistance, please do not hesitate to reach out to me directly at *************************************************************************. 

   

  Kind regards, 

   

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

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

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

• Initial Complaint

  Date:04/15/2025

  Type:Delivery 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.

  My wife and I placed an order with The Shade Store in person at the company's ********, ** location. We paid the invoice July 22, 2024. The total amount billed was $14,373. After eight months trying, the Shade Store has been unable to complete the installation of my order. The company refuses to provide a refund and deprives me of the ability to take my business elsewhere. The company is still unable to firmly commit to a project end date. I am stuck in their mess.On March 31 I communicated to The Shade Store customer service team the possible remedies I could accept:A) "A full refund of our payment (plus 5% interest from July 22, 2024 and growing 1% each month after May 1 2025)"or B) "A completed installation of our order within the month of April 2025 two free flowing blackout panels and two free flowing sheer panels. Of the correct material and of the same length. With repairs to our ceiling and a guarantee that the installation team is suitable for the work, and a guarantee that the items shipped to our residence are correct and ready to install."I was very clear in my proposed terms and possible consequences:"If we cannot come to an agreement which includes an explicit timeline immediately my next step will be a complaint with the Better Business Bureau. Then I will pursue legal action. If we have not agreed to a remedy plan in writing by Friday April 4th 2025, I will proceed with these steps."On April 4 2025 at 4:30p PST a The Shade Store representative finally responded to my message with a proposal that requires me to:1) continue waiting, without a firm schedule commitment or any consequence for continued non-delivery 2) a rejection of my request for a refund ("due to the custom nature of the product")3) a mention of potential compensation, but no figures provided.I rejected this proposal, and will now prefer to work out our disagreement with your help. I am grateful for the BBB and sincerely hope for a positive outcome for both parties.

  Business Response

  Date: 04/16/2025

  Dear ***** and *****, 

  Thank you for taking the time to reach out and share the details of your experience. On behalf of The Shade Store, I want to sincerely apologize for the frustration and inconvenience that this ongoing situation has caused you. We fully understand how disappointing it must be to have waited this long for a resolution, especially after making a significant investment and placing your trust in our team.
  After reviewing the history of your order and your recent correspondence, we have an installation scheduled for 4/29 which meets your deadline to resolve all pending matters.

  Please feel free to reach out to me directly if you have any additional questions or concerns.

  Thank you, 

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

  Customer Answer

  Date: 04/16/2025

  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:

  The business does not fully address my complaint; company representatives indicate a desire to provide compensation in prior correspondence but do not acknowledge this now. They indicate a need to repair damage to my ceiling due to improper installation in the past but do not acknowledge this now. The business is either inept or acting in bad faith. If the next installation is again a failure to deliver my order what ****** does the business now offer? The business has what it needs from me already (my $14,000+ payment from last July) and consistently avoids consequence while failing to meet their obligation for almost nine months. I cannot accept another plan which provides zero renumeration while the shade store continues to deprive me of taking my business elsewhere.

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

  Customer Answer

  Date: 04/30/2025

  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:

  Hello *******, 

   

  Today marked the fifth failed installation of our drapes. The installation team indicated they did not have the necessary shade carrier hardware to hang the blackout curtains and complete the job. It seems there will need to be another team sent out to reinstall the track and hang the drapes. Given my past experience I have reason to believe that something else will still go wrong at this time.

  Nine months ago I provided my payment of $14,373 and now you have suggested that a 7% "good faith" refund can make me whole. The Shade Store still deprives me of the ability to take my business elsewhere and suffers no consequence. Instead you insist that I remain at your whim. Meanwhile it takes twelve days to hear a reply from you. There is apparently no end to your debacle. Along with this thread I have fifty email messages to and from The Shade Store. I have taken time to receive five installation teams in my home. I have spoken at length with ******* ****** and ******* on the phone. I insist that The Shade Store faces some realized consequence.

  Thus to make me whole, I now propose the following:

  - an immediate 25% refund of $3,593

  - a completed installation by May 15, 2025

  Please accept my reasonable terms and finish this job. This will be my last "good faith" action

  Regards,

  *****

   

   

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

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

  Business Response

  Date: 05/13/2025

  Good day ***** and *****, 
  
  
  I hope this message finds you well.  
  
  
  Please be advised that my scheduling team is working on securing an installation date for tomorrow, 5/14 or 5/15 in which I will report back to you today to confirm the date and time of the estimated arrival to complete the installation of the drapery order. I see that the additional hardware that was required was delivered on 5/7 and we are able to move forward.
  
  
  In addition, as a result of your experience, a compensation credit will be applied back on your **** card ending in **** in the amount of $3,600.00 upon the completion of the installation. 
  
  
  Thank you in advance for your continued patience and for providing me with the opportunity to step in assist in closing out your project. Please let me know if you have any questions or concerns in the interim.  

• Initial Complaint

  Date:04/01/2025

  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.

  The company has measured and cut the window treatments incorrectly 2 times, now placing me in the 3rd remake of the window treatments. On the second remake, I was erroneously sent the wrong customers project information as I was literally stepping on a plane to go out of the country. I was the one who had to make sure that it was resolved and I got the correct information because the ****** who sent it decided they weren't going to respond. Once that remake arrived, it was also noted to be too short for both windows. I called and called and called and called the store. NO ONE would return my calls and to this date not one ****** from the ********** store has called me back to explain what is going on. I've talked to customer service MULTIPLE times and told them I want my money back because if this is the level of customer service you are providing now, I can only imagine what's going to happen if one of the shades breaks or needs services. I've asked them to come get the product that is installed, and they have refused to do so. They will not set up a date. The customer service ****** just refused to take my calls and all I could do was leave a VM. This is the second ****** after I asked to have the ****** changed. The first ****** had an attitude and was acting like it's my fault they can't measure correctly. I paid through Affirm so they basically got a cash payment and I'm stuck making payments on their POOR customer service, POOR product measuring and POOR overall performance. They are stalling so that they can get the 3rd remake done when I've been asking for my money back since February 2025. I will take my business elsewhere and get a better customer experience.

  Business Response

  Date: 04/28/2025

  Dear ****, 

  I am so sorry to hear that we haven't completed your project due to mismeasurements to your primary bedroom shades. This is certainly not the experience we wanted you to have.  In review of your project, I do see that **** ******* ********* did submit a remake order to make things right.  I would like to assist you not only with keeping you informed of the progress that is being made with the remake order but I would also like to assist you with providing you with a compensation analysis as a result of your experience. 

  I look forward to connecting with you and an amicable solution. 

  ******* ****** 

• 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. 

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