The Shade Store completely missed the mark on my installation but Jocelyn Winterling made a correction that far exceeded my expectation. Not only was she responsive and transparent, I don't think I've ever received such great customer service. She not only contacted me right away, it was clear she had done her homework on what I requested, what I received, reviewed all the communication and was prepared with a couple of options for a solution. She engaged an installer, Adrian, that I had worked with in the past and trusted, and remained consistent with her follow up until the job was completed to my satisfaction. The final product and installation were perfect. Mistakes are made, and a lapse in communication happens, what mattered most to me is that Jocelyn stepped in and made things right, without hesitation. I'm happy with how The Shade Store handled this situation and would recommend them. read more

I would give The Shade Store zero stars--or negative--if Google allowed it. This was one of the worst experiences I've ever had with a company, and the custom draperies I ordered were an utter disaster. Their so-called "store designers" are not real designers with drapery expertise and can't guide you properly. I relied on them to help select the right fabric for my project, but they steered me toward options that were completely wrong for my needs. They never cautioned me that the fabric I chose was far too thick and heavy for my windows and application--it made the panels look bulky, weighed down, and completely unable to hang or drape right. Instead of flowing elegantly, they spread out awkwardly and looked stiff and unattractive. The quality was abysmal overall. The fabric felt cheap and low-end despite the high price, and had none of the luxurious look they advertised. Measurements were botched multiple times--lengths were inconsistent and off by inches, panels hung crooked and uneven, ruining any chance of a polished look. Customer service was nonexistent and infuriating: unresponsive, full of excuses, and zero accountability. Problems piled up and forget about a refund even when the product is unusable. In the end, the product was unusable and hideous--it made my room look worse than before. I had no choice but to rip them out and start over with a different custom drapery maker who actually delivered what was promised. What a colossal waste of time and money. Avoid The Shade Store at all costs. They overpromise, underdeliver, and leave you with an expensive mess. Terrible quality, incompetent guidance, and shockingly bad customer service. Never again. read more

wrong measurement, staff didn't seem to care that they took the wrong measurements and they are not qualified to work in a design drapery showroom as previously stated by another customer that experienced simi issues . The Bethesda store has really become the biggest joke , very unfortunate. read more

The Shade Store - Wrong measurements for drapes , doesn't even reach the floor . - Shades & Blinds Near Me - Washington, DC, District of Columbia

This has been hands down, by far, one of the worst purchasing experiences we've ever had. We had shades and curtains made and installed and after having several remade curtains, all three sets are still completely different lengths. The company is now saying that they won't replace the curtains that were made too short after the installer told us they MIGHT stretch out which they never did. While we were waiting to see if the curtains would stretch out, some water got on one of the curtains which the company is now claiming voids the warranty (for curtains they made too long and said would maybe stretch out). After several attempts they somehow have not been able to get the right measurements and the customer service has been pretty awful as they're now trying to offer a discount to replace the curtains that they haven't been able to get right after MULTIPLE attempts. I couldn't NOT RECOMMEND this company more. read more

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I tried this company and that company. I ordered swatches and stopped in to look at samples. I looked at many, many reviews on sources such as Google and Houzz. In the end I wanted my shades to be reasoonably priced and installed by professionals. I couldn't be more pleased than I am with Will as our designer. I got my samples quickly, and Will checked in just frequently enough to keep me on task without bothering me. He made sure I get exactly the right shades to suit my windows. I was thankful that Will, the person who did the measurements, and the person who did the installation were all professional employees of The Shade Store. Oh and picky Scorpio that I am, I am also very pleased with the shades! read more

I'm still waiting for the refund to the damage window. I haven't received a response from management after 5 emails and 2 calls.

I had a few problems over the course of a few months but Tami from customer service straightened everything out.

NIGHTMARE experience - worst incompetence I have EVER experienced in a business. I ordered an expensive set of drapes - cost was more than $4,000 just for ONE large window. Six months later and dozens of hours of time wasted, the drapes are different lengths on each side (!!!) First someone came over to measure them. Then someone came over to install them. Upon installation, we realized they were clearly the wrong length and too long - it looked awful. So another person came over to take them down to send them away to be hemmed. Then they sent new drapes, and another person came over to install. Upon installation, we realized only ONE SIDE has been hemmed. So one side looked nice, one side was way too long. The installation technician said he would leave them up and would arrange to have a new right side sent - but then instead I received an email asking me to take them down myself and mail them to be hemmed again!! AVOID AT ALL COSTS unless you want to waste your time and money dealing with complete incompetence read more

I sadly need to agree with several disappointed customers. We have bought eight custom-sized honeycomb top down-bottom up honeycomb blinds for a substantial price 5 years ago. the first cord on a blind snapped 2 weeks ago and - upon inspection - we noted that three more strings are on the verge of ripping at the very same position on three additional blinds - very clearly indication that there is an issue across blinds. After arranging a technician visit, I was informed that there is noting they can do (no repair possible) and that this does not fall under the warranty. I need to buy a new blind (with a 30% discount). I responded and pointed out that this is sadly not a 'one-off' but that three additional blinds are having issues and that one should not expect to buy new blinds every 5 years at this price range - and asked for reconsideration. I have never heard back (even after a second email) and am now completely ignored. I am sure that The Shade Store is well aware of the fact that we are 'stuck' with them due to matching blinds across the house. However, I am now trying to find an alternative repair service. Bottom line: nice company when you buy initially from them. Not so nice when they should live up to their warranty promise. Overall, I cannot recommend this company. read more

Terrific selection and customer service. The store is really well-laid out and makes it easy to visualize how their products are going to look. They have a large variety of great styles and finishes. I liked the clean, modern look and they had plenty of designs to suit that look! They also will do free in-home measurements, and I had a great experience with that. Their employees were punctual, friendly, and efficient. I found that they were very responsive to questions and concerns, which was much appreciated! read more

I have never felt the need to post a review about bad customer service, but the Shade Store leaves me no choice. It's policy is to repair its shades if something goes wrong. That's baked into the high price you pay for its products. But first you need to have the warehouse send the repair materials, even for something as simple as a snapped cord. Three times I went through this, and three times the cord either was never sent or the repair person showed up way past the 2-hour window, or both. I have not been able to use my very expensive roman shade for weeks, and I have wasted hours of my time. The Shade Store is very attentive when you are buying shades. But the attention stops there. They have the worst customer service I have ever encountered. read more

Had an excellent experience working with Jan and Trina in the Mosaic showroom. They had excellent attention to detail and cared a lot about getting every detail of every shade exactly right, from functionality to design. When a problem cropped up later with a shade after install, they remade it from scratch to ensure everything was just right. I would highly recommend working with them!! read more

I specifically chose The Shade Store based on a recommendation of a close friend who told me that, although they are more expensive than similar companies, it was worth the extra money. I guess the old adage that you get what you pay for, unfortunately didn't work here. I was about to give it zero stars, but, I must admit that the initial sales people and the installer were excellent. The problem was the SERVICE, or lack of it. I was promised a date for a few weeks to have the shades made and installed. This was expected, so no problem. Now the bad part. On the morning that the shades were to be installed, I received a telehone call to inform me that there was a problem with installation, which I couldn't understand and installation had to be delayed for a few more weeks, not a few more days! Not happy, I said it was alright, as I had no choice in the matter. A few days later I got a call saying that that installation was to occur in only a week, which made me very happy. I requested a confirmation email which I received with the new installation date. On the day of the new scheduled installation, NOBODY SHOWED. I called the store and according to their records, the OLD installation date was when they were to come. I read them the email and they told me I had to speak to the scheduler, who told me that she was sorry for the mix up and would call me back the same day to reschedule. Of course, as you might have guessed, no return call. At the end of the day, I called the store again and insisted that I be called back before the weekend with a new installation date. Again, NO CALL Back! As it turned out, I received an automated call saying that the shade were to be installed TODAY, which was the date that they said was the original correct right date, even though I emailed them a copy of the message I got stating the that installation date was a week before. When the Installer came, he didn't have the shades with him! He said that no one had told him to pick them up at the store before he came. Not the installer's fault. Total miscommunication and lack of professionalism on the part of the company. I want to reiterate that the installer, Nicholas, was great! "You get what you paid for" doesn't always work out! read more

Horrible experience - I was sent back and forth between the design consultant and customer service because no one wanted or could answer a simple question: "The roller shades were supposed to ship 5 days ago and the website is still showing the order is being processed, when is the new estimated shipping day?" The salesperson said they could only contact the working room via email, so they had to wait for their answer; I called customer care and the online chat, they sent me back to the salesperson. Why have customer care who cannot either answer questions or provide solutions? Yesterday, I requested to cancel the order via phone. Today, when I chatted online, he told me they were expecting un update from the work room about the new shipping date. I corrected him and said I wanted to confirm that my order was cancelled. He said a "request" for cancellation was sent this morning. This is the same response I received when I asked for an update on my order. It appears it does not matter what the cost of the order is; they just do not care, and they do not abide by the most basic notions of customer service. Now, I have to battle for my refund! I have to agree with the other reviews that recommend TO AVOID AT ALL COSTS! read more

Horrible customer experience. I ordered 16 shades and 11 out of the 16 had an issue. 5 of them were rolled the wrong way and had to be re-rolled. 6 of them had the wrong fabric. I have spent hours on the phone trying to get the issues fixed and I had to take time off from work 3 times already to be home and available for the issues to be fixed. Yet, 4 months after I placed the initial order, I am still waiting for the correct shades. One of the installation appointments was cancelled without any notification. The temporary replacement shades that were installed till I got the correct shades peeled off the color off of my walls because they were basically glued on the wall. Responses from customer service have been delayed or non-existent. Choose any other store but this one. Such a waste of money. read more

Walked in with the wife to talk about shades in the new house we're building. Maggie approached us to see if we needed any help and even though she seemed super busy a second ago she spent a quality no rush 30 minutes educating us on the process with out being condescending. Great setup that shows off all your options when it comes to blinds, shades and drapes. Even have the motorized Alexa compatible ones that can be commanded by voice. Thanks Maggie! We're going to have them do our whole house so I'll update the review once all that is done! So far so good. read more

Fabulous, fabulous and more fabulous!! The shades are beautiful! Customer service is super awesome! Had a great time browsing around ! This place was awesome. They offered us a great appetizers and wine.. awesome customer service! read more

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Our experience with the Shade Store was wonderful and I would highly recommend this company (and specifically this location) to anyone looking for window treatments. We worked with Kasondra to select drapery for our space and were impressed by her attention to detail and knowledge of the Shade Store products. For example, she knew how the fabrics would look in different lights and with various linings (she was aware that one white fabric would actually look pink with a white lining - which we would have obviously never known on our own). Kasondra also communicated throughout the entire process, which we appreciated. She emailed when the order was in, when it was meant to arrive, and on installation day (just to see how things were going). This level of support was exactly what we needed to feel comfortable selecting window treatments for our home. Kasondra also made herself available via phone and email for questions. If I ever called Kasondra and got her voicemail, she'd contact me quickly afterwards to follow up. The Shade Store products are exceptional quality, and the support that Kasondra provided was amazing. read more

Had an excellent experience working with Jessica at The Shade Store! My sister and I had no idea what kind of window treatment we wanted for our office space. Jessica was patient, knowledgeable, and fun to work with. John came to our house and took window measurements and pictures of the space. He was funny and efficient. Having a rendering of the final product prior to installation was wonderful. The treatment looks fabulous!! We will be back soon for help with the rest of our renovation! read more

Experience at Bethesda Store: I ordered and paid in full for two custom shades on November 25, 2020. On January 6, 2021 I informed my store contact that one of the two shades had arrived with stains on it. The next day I was informed that .... "replacement order for the damaged shade has been accepted, production will begin tomorrow. Because this is a remake, we should be on an expedited production timeline ...."  This expedited production timeline, resulted in an approximately 6 week wait (longer than the original order) to receive my replacement shade. While I waited, I contacted the store several times in an attempt to check on the expedited status of my order. My contact at the store was only sporadically available to provide me with a production status update. Considering that the defective shade was paid for in full upon order, I felt the store should have been on top of making amends and expeditiously correcting this unfortunate quality defect. I also felt the attitude of my contact at the store was lackluster and her lack of a timely response was unprofessional. While my upfront experience with this store was quite positive, the end story of this sale was extremely disappointing. Customer support after the sale is clearly not a number one priority at this store. Very quickly after this review was posted the store's Customer Care Manager reached out to me via email concerning my experience. She made it clear that customer service was very important to them and that my experience was both unusual and unacceptable. As a gesture of goodwill, the store offered an unsolicited and generous adjustment to my purchase price. I should also mention that, despite the delivery and quality issues, the final products delivered by The Shade Store were beautifully made and fit perfectly. read more

The price (time) you paid (spent) are a lot more than the service you received After a lot of back and forth with customer care and remeasure, remake, reinstallation, remeasure again, remake again, and reinstallation again, my shade was finally sized right and up and the summer is almost over. End of the story I gave 3 stars for the quality of the shade and good customer care. But I am wondering why can't it be done right in the first place. read more

Amazing customer service !!! Kim - has been amazing and extremely helpful! She has excellent taste and makes ever project super fun and easy!Definitely ask for Kim at the M street store. read more

The Shade Store in Georgetown has pretty much everything you could want--a large variety of high quality products, and importantly, a very professional and attentive staff. I worked with Tom to purchase some new blackout shades for my apartment and I was very impressed by the (absolutely massive) showroom and how quickly and thoroughly all of my questions were answered. I would absolutely recommend coming here if you're in the market for new blinds or shades, the quality is higher than you'd expect, the prices lower than you'd expect, and the service exceptional. read more

When our 10 year old Roman shades started giving us trouble and the lifting cord frayed, I went into the shade store hoping they would stand by their product but unsure if they would set things right or challenge based on age, etc. I was met with friendly, responsive and prompt customer service. They are restringing all the shades, not a problem! I had a much more challenging time resolving a similar issue with a competitor in the past. I am so impressed by their customer service and plan to use them for our next purchase, for sure! read more

I was really happy with my shade store purchase. Jessica was readily available to help me every step of the way. Their measurement and install people worked fast and efficiently. Would 100% recommend to anyone looking for shades/window treatments and would 100% use again. read more

We bought shades for most of the rooms in our (many-windowed) house from The Shade Store earlier this year and the entire experience was great. The shades look really nice and the service has been top-notch through each step including (1) the initial measurement--the man who came out to do this was friendly, careful, and had a lot of useful tips; (2) choosing the shades in the Georgetown store--we had to make a lot of choices and were there for a long time, but Kimberly was awesome, helpful and energetic; (3) installation--the installer was on time and efficient; (4) repair--we just had a service call for a slow motor, and it could not have been easier to arrange. Kimberly from the Georgetown store facilitated, as she has been checking in with us every so often since our install to make sure we're happy with everything (see what I mean about awesome and helpful?). [As an aside, if you're considering motorized shades it is worth the splurge! I was on the fence about this and we could only afford to do the master bedroom, but now we raise/lower those shades every day. I'm really glad we went with the motorized feature.] read more