The Shade Store

Unacceptable service and recurring quality issues for a luxury price. I chose The Shade Store because of their premium reputation, but the experience has been incredibly frustrating. We paid a top-tier premium price expecting a seamless process, but instead faced significant quality and structural issues. Our custom Roman shades have repeatedly broken right where the rings attach to the shade fabric. Because the rings keep snapping off, the cords sag and droop, creating both an unsightly mess and a safety hazard. For a luxury product, this level of durability is completely unacceptable. What makes it worse is the abysmal customer service. While they repeatedly apologize, absolutely nothing is ever fully corrected. I was escalated to a Client Success Manager who informed me she only checks her emails and voicemails at the very end of the day. To make matters worse, when she is out of the office for days at a time, she doesn't bother to set up an out-of-office message, leaving you feeling completely ignored while trying to get answers. I have found this same approach with every person I have interacted with at The Shade Store. There is no sense of urgency or responsibility. One of the conversations I had with the Client Success Manager she said “I hate to ask you this but is it possible that you are using the shades too much, raising them and lowering them multiple times a day?” What???? These premium shades are meant to be used? After failing to resolve the issue, we decided to accept the offer to replace the blinds and my file was passed onto a design consultant to pick out replacement blinds. I was told to "please allow the team a couple of days to reach out" because the manager didn't even have access to her own team’s schedules. It has now been three days, and predictably, I have heard absolutely nothing from them. Passing the buck and dodging emails is completely unacceptable behavior for a company that charges thousands of dollars. We are currently left living with broken, non-functional window treatments and zero communication. I expected a luxury experience but got big-box stress. The negligence goes all the way to the top. At one point, the CEO and Co-founder, Zach Gibbs, emailed me personally stating, “do not hesitate to reach out to me directly if you have any questions or if there is anything I can do to make your experience with us more enjoyable.” I have since emailed him twice directly with my concerns and have not received a single response. Avoid this company!

Randy at the Shade Store in Philadelphia was incredible! We purchased shades for our whole house. She was extremely knowledgeable, helpful and very patient throughout the whole process. I had no idea what I was doing or needed and she guided me with true professionalism. If anything was a problem she took care of it immediately. I highly recommended her

I ordered a curtain rod February 6 of 2026. I still don't have all the necessary parts. It is now May 5. Do yourself a favor and save yourself some headaches and go elsewhere.

I wrote a review weeks ago and you have not published yet! Why? Are these reviews filtered for the best reviews only? My experience with the shade store was beyond terrible. Victoria Brown

Jason @ The Shade Store is the absolute best. Not to mention their main installer in my area, Tim. I try to only use TSS whenever possible!!!

I worked with Gwen at the Shade Store and she was fabulous! Before we started, we talked about the look I wanted to achieve and she sent me home with several swatches. Once I made my decision, she was there every step of the way to make sure that the installation happened correctly and I achieved the results I desired. I would highly recommend Gwen and the Shade store.

have to tell you, what first had me walk through the door at The Shade Store in Woodbury, were the company reviews of the quality and options of their products. What kept me in the store, was the exceptional level of personal customer care I received by the design consultants, Elisse Hanley and Dee Alejandro. I was helping a friend select shades for his home, and I was new to the process. I had countless questions and sent numerous emails, and never once did they lose patience with me. Elisse helped and guided me to my final selections. Honestly, it felt as though I was working with a friend- one that was professional and had complete knowledge and understanding of the product. It was an amazing experience from the moment I walked through the door, to the completed installation. Please look no further, this is The Shade Store for you!

Beyond great experience, from top to bottom. From the offer of free window measurements to the high quality materials and excellent staff I can't say enough good things. Michelle, especially was invaluable in the decision process. Her knowledge of available options across all budget ranges, her sense of style, her intelligence and patience all made for a can't lose situation. HIGHLY recommend!

Hi Erica R. at the Roslyn Shade Store location was amazing! She helped guide me thru style selection and options for new shades and drapes throughout my new home. I would recommend them to anyone! Installers were so professional and helpful!

Robert and his team are primo! I've worked with him and his staff in the renovation of my home. My many window treatments are even better than I anticipated. I would highly recommend reaching out to Robert at the Aspen Grove location. You'll enjoy your experience as well as your shades. Promise!

Once again, I am delighted to report that I have received another round of Five-Star service from The Shade Store. This consistent level of service is truly commendable. Your installation team member Mike arrived on time, was friendly and helpful, and completed the installation in record time, with great precision and care. He even offered to remove the now-defunct iron rod and old curtains with his electric screwdriver. Now, that is what I call "going above and beyond"! I've outfitted all my windows with The Shade Store's top-notch products and services. The accurate measurement and quoting process was a delight. The quality of your products and the professionalism of your installation team have all been exceptional. I'm genuinely grateful for your help and that of your team. Thank you so much!

Worst experience ever with the Winnetka store our sales rep was Izzy. She was totally uninformed. The whole process was a hot mess. Never told me how delivery was going to go when they arrived at our home they miss measured two windows. We’ve already been waiting over a month every step along the way was awful and we don’t even like our shades.