The Shade Store

Ordered a roman shade online because the closest store to our home was almost four hours away. Sales person called and helped me measure. Paid almost $400 for one shade for our new kitchen remodel. The shade arrived and fit perfectly.
I had no idea the child safety metal clips would come apart so easily. Actually I had no idea they came apart at all. They popped off one day and the strings came undone so that I could no longer use the shade properly. The sales person said there is a lifetime warranty so no worries. After a month of going back and forth with customer service about how to fix the issue they finally agreed to pick up my shade via FedEx and fit it "quickly - 5 day turn around time". Well that was back in mid May and it's now mid June. Still no shade. I have talked to sales person, customer service, nobody seemed to know what was going on. Just kept being told when I know something I'll let you know.
Finally customer service said yesterday it would be delivered to me today and gave me the tracking number. FedEx says it was shipped to me last week and I will not get it until "maybe" next Tuesday. So a week to FedEx this thing when I originally got it back in March and I've been without my shade for over a month? And they couldn't even bother to ship it two day? Really? I will not be ordering from them again ever. I feel bad because the sales person was very kind and it wasn't really her issue after I purchased. Customer service was poor beyond her. Definitely cannot recommend them. Not paying that much. If I ever have another issue I will just have to keep my broken shade.

[redacted] placed an order
on 1/**/15. Upon installation the installer notified us that there was a
problem with the valances. Upon installation of the valances, one of the shades
was determined to be of the wrong measurements. Customer Care was notified of
the shade and remade. A great deal...

of time in between resolution as the
customer was unresponsive and later found out to be traveling. The last
installation could not be completed as the installer didn’t bring an appropriate ladder. 10/**/15 the final installation took place and it was discovered that the
wrong shade was made. We spoke with the customer and assured himwe would remake
the shade and ship out as soon as possible. The shade store will cover final
installer visit and a 15% discount was applied to his order ($1,195.76).

Review: a 'guarantee issue' is the best way to summarize the slew of issues that have been going on with this vendor since the springtime 2015! either the wrong materials get sent, it takes weeks to have an installer to come...and by 'wrong materials' I mean repeatedly sending the merchandise that does not fit my windows even after measurement, etc. One motorized shade remains to be installed, the wrong size sent months ago, the 'correct one' been sitting in my living room for months, they sent an installer without a proper ladder, then another installer comes today only to find that the shade is the wrong size and is not motorized! So service is shoddy, materials, etc...and if they make good on their 'customer satisfaction guaranteed' it would be good to know what they would plan on doing given than now they have wasted much of my and other people's time (and patience).Desired Settlement: finish the job AND a refund.

Business

Response:

[redacted] placed an order

on 1/**/15. Upon installation the installer notified us that there was a

problem with the valances. Upon installation of the valances, one of the shades

was determined to be of the wrong measurements. Customer Care was notified of

the shade and remade. A great deal of time in between resolution as the

customer was unresponsive and later found out to be traveling. The last

installation could not be completed as the installer didn’t bring an appropriate ladder. 10/**/15 the final installation took place and it was discovered that the

wrong shade was made. We spoke with the customer and assured himwe would remake

the shade and ship out as soon as possible. The shade store will cover final

installer visit and a 15% discount was applied to his order ($1,195.76).

Review: I went to The Shade Store located at [redacted] in New York City today to order solar shades today. I have been working with one sales person at the store who previously arranged for measurements to be made by an installer. The measurements were completed earlier this week and I was ready to place my order. When I arrived at the store location, I met with another store employee, to place my order; the first sales person was not in the store today. We reviewed the specifications of my order before I left store and the sales person told me that he would email me a quote for the order. When I received sale person's email, it contained a link to place the order which I clicked and entered my payment information right away. When I received an email confirmation of my order a few minutes later, I noticed discrepancies between the final order content and the specifications that had been reviewed in the store which were also documented in the installer's measurement worksheet. Somehow, the store sales person incorrectly transferred the worksheet information into the order that was sent to me and eventually placed later. My order confirmation shows incorrect measurements and other specifications. This situation is entirely unacceptable to me; it is a huge inconvenience and waste of my time. I just can't believe that this happened after spending so much time reviewing my selections and making specific reference to the installer's worksheet during the entire process while working with the salesperson in the store today.Desired Settlement: I would like for The Shade Store to correct my order and deliver to me items that are consistent with my specifications communicated while I worked with the salesperson in the store and with the specifications as documented in the installer's worksheet.

Business

Response:

The business has responded by stating:

" I’m writing in response to the complaint submitted by [redacted]

After researching the customer history, it looks like [redacted] hired a 3rd party installation service to come measure his windows. [redacted] double checked the measurements against what the installer noted and he found a discrepancy. We offered to send the installer back at no expense to [redacted] and unfortunately the customer was not home during the time of the re measure. We then had the installer go back for a 4th time in which the measurements were properly taken and approved by [redacted].

On 12/*, [redacted] called in stating his bedroom shade arrived with a crease in the material caused by transit damage. We are currently in production on a new replacement shade (at no additional expense to [redacted]). We are not quite sure why a complaint of such magnitude would be filed against us as The Shade Store does not handle the measure + installation process and the main issue that did occur (creased shade) was immediately addressed and corrected."