The designer in the showroom Aubree was very nice. However, everything that has happened since has been an absolute disaster.
The initial install experience was awful. The installer left a mess throughout the house, including trash and rubber bands absolutely everywhere which are a choking hazard to my dogs.
We were not at the house for the initial measure, so I'm assuming it was fine, but several shades do not fit the windows properly, so is that an inaccurate measurement, poor craftsmanship or poor installation? No clue.
We had to request that we not have the initial installer back to our home. The second installer was great. However, due to the fact that several shades were sewn incorrectly, they were deemed defective and unfixable and needing to be remade. It would have been nice if we were given the opportunity to choose another fabric, since it seems as though the fabric may not be conducive to a Roman shade on the particular window sizes we have and that may have been a contributing factor. Two shades pull cords are defective and when pulling the cord on a third shade, the entire fixture dropped and bashed me on my head. I am lucky however that the 4 inch screws missed my face.
We have had that window covering just sitting here for 6 days now, when I was promised a call in 24-48 hours. When you have a customer injured due to improper installation, I don't believe the correct response should be, "we'll get back to you in a day or two, thanks!"
So all in all, not great customer service. It is fine to be pleasant when you are taking an order of over $20,000 on window coverings, but perhaps your customer service after the fact should be just as pleasant. I have yet to receive a phone call from my designer following up to make sure I was taken care of.
Every single time I call the Bridgeport store I go directly to voicemail. I had to call New York today to speak to an actual person. Again, not great customer service. Perhaps the designer who knew of the shade that hit me in the head should have followed up. Perhaps the customer service department that received the email from my designer should have done their job. Nevertheless, after 6 days waiting for a phone call, and on the phone with the Shade Store clear across the country, I waited 30 minutes to speak to a manager. I was told I was being transferred to a manager, however I was transferred to a general voice mail box for the Shade Store. Upon calling the Shade Store in New York yet again I re-tell my story and am now told a manager isn't available, but they hope that a manager might be available to call me back today. Unless the manager is in the back room remaking my shades, I can't imagine anything more important than taking my call.
I may have been better off with another company that stands by its product and takes care of its customers. Considering we are in a new home community, it would be nice if I could recommend the Shade Store to my neighbors. Instead it seems we are the cautionary tale. read more