Liaised with the Customer Experience team throughout our order. The main person we dealt with was Joshua who was very good in terms of good communication and prompt updates. Overall a decent experien... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
Easy to use website with very good instructions about measuring. Good communication and predicted dispatch/delivery date accurate. Delivery arrived within given time slot. Not yet hung the blinds but... Toon meer
Bedrijf heeft geantwoord
Went onto John Lewis website wanted a blind. Was directed to Shade and Story. Ordering process simple and the blind arrived quickly, however it arrived damaged. USed Live chat, emailed customer serv... Toon meer
Bedrijf heeft geantwoord
We’ve used Shade & Story on two occasions now. The first order was for a roman blind and this time for a roller blind. Before we ordered the blinds we used the sample ordering service which is excelle... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
At Shade & Story, we believe every window tells a tale. Our journey began with a simple mission: to craft bespoke blinds that don’t just dress your windows but transform your home. With over 40 years of expertise, we offer bespoke made-to-measure blinds and shutters. From precision craftsmanship to premium materials, every blind is designed to elevate your space and create a story that’s uniquely yours. We offer an incredible range of exquisite designs, including many from renowned interior brands. Proudly partnered with John Lewis, we’re committed to quality and exceptional service every step of the way—from inspiration to installation.
Contactgegevens
Quayside House, Basin Rd, BN41 1WF, Brighton and Hove, Brighton, Verenigd Koninkrijk
- 01615241188
- customerservice@shadeandstory.co.uk
- shadeandstory.co.uk
4,0
Goed
465 reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 96% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Speedy and efficient delivery of three…
Speedy and efficient delivery of three beautifully made-to-measure roller blinds. Thank you.
20 oktober 2025
Antwoord van Shade & Story
Hi Lorely,
Thank you so much for your kind words. We’re delighted to hear your roller blinds arrived quickly, were beautifully made to measure, and that you’re happy with the service.
We really appreciate you taking the time to share your experience.
If you ever need anything else, we’re always here to help.
Kind regards,
The Shade & Story Team
It was delivered in much less time than…
It was delivered in much less time than originally quoted and it fits. What more could we ask?
19 oktober 2025
Antwoord van Shade & Story
Hi Ray,
Thank you for your great feedback.
We’re so pleased to hear your blind arrived even quicker than expected and fits perfectly.
We really appreciate you taking the time to share your experience, and we look forward to helping you again in the future.
Kind regards
The Shade & Story Team
Beautiful pattern and relatively easy…
Beautiful pattern and relatively easy to install.
13 oktober 2025
Antwoord van Shade & Story
Hi Mike,
Thank you for your review.
We're so pleased to hear you love the pattern on your blinds and found them relatively easy to install..
We really appreciate your feedback and hope you enjoy your new blinds for years to come.
Kind regards
The Shade & Story Team
We bought a installation service of Shade & Story blinds from John Lewis
We bought a installation service from John Lewis & Partners of eight honeycomb blinds and a bathroom roller blind supplied by Shade & Story. The cord-pull mechanism on ALL of the honeycomb blinds is such that it catches on the folds of the blinds when pulled up. Also, the components on the cord pulls are cheap plastics and some broke and tangled on the days of installation; the issues were reported to John Lewis Customer Care on the day of fitting. However, the blinds came with a 10-year guarantee so problem right? Except, after John Lewis's assessor visited customer care said that a remake could not guarantee the issues with the product could be addressed and removed this option, thus rendering the ten-year guarantee meaningless. Five month's on and we have been given two options by John Lewis: an uplift of the product and a refund or buy the more expensive Luxaflex blinds which begin at 150% more. There are also issues with the bathroom roller blind that have not been addressed. Fair to say we would not recommend purchasing Shade and Story blinds from John Lewis or use John Lewis's Home Design Service after this experience.
Dear Shade & Story team, thanks for replying. Your "active engagement" is not apparent from our dealings with John Lewis . If we might make a suggestion based on our perspective - you need to show that you can step up both in terms of quality and engagement. You have been evident to us only in the noticeable silence during our five-month journey. You need to find a way to show you can live up to the ten-year guarantee that was offered with your product, because in our case John Lewis has made clear they don't think you can when they removed the offer of a remake.
21 mei 2025
Review zonder uitnodiging
Antwoord van Shade & Story
Dear Ian,
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the issues you've encountered. We understand how disappointing this must be, especially after placing your trust in both Shade & Story and John Lewis’s Home Design Service.
Please rest assured that we are actively communicating with John Lewis to find a satisfactory resolution for you. Your feedback is incredibly important, and we’re committed to ensuring that your concerns are properly addressed and that you receive the level of service and product quality you deserve.
Thank you again for your patience, and we hope to resolve this for you as quickly as possible.
Kind regards
The Shade & Story Team
The blind was fine but .....
The blind was fine but the package of fittings was in the flimsiest possible poly bag which had burst in transit leaving me to sort all the individual screws and metal fittings. Fortunately nothing significant was lost but a good product was spoilt by inadequate packaging.
12 oktober 2025
Antwoord van Shade & Story
Dear Richard.
Thank you for your honest feedback.
We're really pleased to hear you're happy with the blind itself, but we're sorry the packaging of the fittings caused inconvenience. That’s certainly not the experience we aim to deliver, and we appreciate you bringing it to our attention.
One of our aftercare team members will be reaching out to you to make sure everything is okay and to see how we can improve your experience. Your feedback helps us do better, and we’re grateful for your patience.
Kind regards,
The Shade & Story Team
Didn’t come with any of the screws and…
Didn’t come with any of the screws and bits to put it up. Part of the blind was bent. It said fitting included
3 oktober 2025
Antwoord van Shade & Story
Dear Robin,
Thank you for your feedback, and we're really sorry to hear about the inconvenience caused.
As noted on our website, screws are not supplied with our blinds since installation surfaces can vary and require different fixings. We understand this can be frustrating and appreciate your understanding.
We’re also sorry to hear that part of the blind arrived bent—this wasn’t previously reported, so one of our aftersales team will be reaching out to you to ensure everything is put right and that you’re fully satisfied with your purchase.
Thanks again for bringing this to our attention.
Kind regards,
The Shade & Story Team
Excellent experience
The quality of the blind was excellent and the whole process was seamless. I was updated many times and the blind arrived safely and on time
10 oktober 2025
Antwoord van Shade & Story
Hi Deborah,
Thank you so much for your kind feedback!.
We’re thrilled to hear that you had an excellent experience and that the blind met your expectations in both quality and delivery. It’s great to know the process felt seamless and that you were kept well informed throughout.
Thanks again for choosing us—we’re so pleased you’re happy with your purchase.
Kind regards,
The Shade & Story Team
Still waiting for missing weights and a…
Still waiting for missing weights and a white chain.
Have been told they are in the post. replied quickly
9 oktober 2025
Antwoord van Shade & Story
Hi Rozanne,
Thank you for your feedback, and we're really sorry to hear you're still waiting on the missing weights and white chain.
One of our team members did email you three days ago to confirm which blinds are affected, and we’ll be reaching out by phone shortly to gather the details and get this resolved for you as quickly as possible.
We appreciate your patience and are committed to making sure everything is put right.
Kind regards
The Shade & Story Team
Happy customer!
Following an efficient and successful delivery of 9 blinds I contacted Shade & Story’s customer service team with two post-delivery questions. I was assisted by Caitlen C who was helpfully able to resolve my questions and arrange delivery of some extra items I needed. Great customer service. Thank you!
23 oktober 2025
Review zonder uitnodiging
Antwoord van Shade & Story
Hi Sharon,
Thank you so much for your kind review.
We’re thrilled to hear that you’re happy with your blinds and that Caitlen was able to assist you so promptly and helpfully with your post-delivery questions. It’s always great to know our customer service team is making a positive impact.
Thanks again for choosing Shade & Story—we’re so pleased you’re a happy customer.
Kind regards,
The Shade & Story Team
Mixed Experience
Shades seem reasonable quality and instructions are clear - but no screws provided to install is pathetic really. Ordered via John Lewis -come on JL you can do better than that.
1 oktober 2025
Antwoord van Shade & Story
Dear Richard,
Thank you for your honest feedback.
We're glad to hear you found the shades to be of reasonable quality and appreciated the clear instructions.
We understand your frustration regarding the lack of screws, and we do make it clear on our website that screws and wall plugs aren’t included, as installation surfaces can vary widely and require different fixings.
We appreciate you taking the time to share your experience, and we’re always looking for ways to improve clarity and customer satisfaction. If you have any further questions or need support, our team is here to help.
Kind regards
The Shade & Story Team
Excellent Quality
This is my second purchase from Shade & Story. Lots of samples to choose from but wanted a roller blind to match my new curtains. Easy to order and Customer Services were very helpful when I had inadvertently mixed my figures. Order arrived very quickly. Wonderful service.
1 oktober 2025
Antwoord van Shade & Story
Hi Pamela,
Thank you so much for your lovely review.
We’re delighted to hear that your second purchase with Shade & Story was just as smooth and satisfying as the first. It’s great to know our wide range of samples helped you find the perfect match, and that our Customer Services team was able to assist quickly when needed.
We really appreciate your continued support—thanks again for choosing us.
Kind regards,
The Shade & Story Team
Order was wrong when it arrived
Order was wrong when it arrived. I asked for split blinds and they just open one side. Still waiting for an update on their replacement. Third party Courier system gives no warning or update on when to expect delivery so missed the initial delivery. I then had to chase shade and story to get a redelivery booked.
5 oktober 2025
Antwoord van Shade & Story
Dear Gavin,
Thank you for your feedback, and we're really sorry to hear about the issues with your order and delivery experience.
We understand how frustrating it can be when things don’t go as expected. The issue with the headrail has been reported to our production team, and we’re pleased to confirm that your replacement headrails are currently being remade to include the correct centre split.
We also appreciate your comments regarding the courier service and will pass this on to help improve future delivery communications. Thank you for your patience — we’re committed to resolving this for you and ensuring you're happy with the final result.
Kind regards
The Shade & Story Team
Price increase
I split my order for quick fit roller blinds into two, as there were a lot of blinds. The August order was delivered as promised and one fault was rectified promptly. I was shocked when, a month later, I placed the second order and found that prices had increased by c. 110%. I had no option but to proceed, and after protesting I did get a 10% discount, but it leaves a bitter taste. The blinds are fine, if a little stiff to operate.
25 september 2025
Antwoord van Shade & Story
Dear David,
Thank you for your honest feedback and for placing two orders with us — we’re glad to hear the first delivery went smoothly and that any fault was promptly resolved.
We understand your concern regarding the price increase. Pricing can fluctuate due to changes in manufacturing and material costs, and while we always aim to keep our products affordable, we appreciate that the timing of your second order was frustrating. We're glad we could offer a 10% discount as a gesture of goodwill.
As for the blinds themselves, we’re pleased they’re working, though we’re sorry to hear they feel a little stiff. If this continues to be an issue, please don’t hesitate to reach out — we’d be happy to help.
Thank you again for your feedback — it helps us improve.
Kind regards,
The Shade & Story Team
Great customer service!
I had a few issues with my Venetian blinds and Gemma in your customer services was extremely helpful.
The issues were resolved really quickly and Gemma was really friendly, polite and professional - a real credit to you
13 oktober 2025
Review zonder uitnodiging
Antwoord van Shade & Story
Hi Sally,
Thank you so much for your kind words.
We're delighted to hear that Gemma was able to assist you so effectively and professionally. She’s a valued member of our team, and I’ll be sure to pass on your lovely feedback to her.
We’re so pleased your issue was resolved quickly and that you’re happy with the service. If you need anything else, we’re always here to help.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Vladimir,
Thank you for your fantastic feedback.
We're so pleased to hear you're happy with the quality, ease of installation, and modern design of your blinds. It’s always great to know our products are making a positive impact, and we truly appreciate your support.
Looking forward to helping with your next order.
Kind regards
The Shade & Story Team
Antwoord van Shade & Story
Hi Katie,
Thank you for your great feedback.
We're so pleased to hear you're happy with the quality of the blind and the quick delivery. We really appreciate your support and hope to serve you again soon.
Kind regards,
The Shade & Story Team
Straightforward ordering process
Straightforward ordering process, clear measuring advice and excellent choice of fabrics
29 augustus 2025
Antwoord van Shade & Story
Hi John,
Thank you so much for your kind review.
We're really pleased to hear that you found the ordering process straightforward, the measuring advice clear, and that you liked the range of fabrics available.
We always aim to make the experience as smooth and helpful as possible, so it’s great to know we delivered on that. If you need any further assistance or have more windows to dress, we’d be happy to help.
Kind regards
The Shade & Story Team
Blinds arrived damaged
Blinds arrived damaged, given full refund
Would not recommend shade and story or use in the future
29 september 2025
Antwoord van Shade & Story
Dear Val,
Thank you for your feedback. I'm truly sorry to hear that your blinds arrived damaged — that’s certainly not the experience we want our customers to have.
While I’m glad we were able to issue a full refund promptly, I completely understand your disappointment and frustration. We take quality control and customer satisfaction seriously, and your comments have been shared with our team to help prevent similar issues in the future.
Thank you again for your honesty, and we’re sorry we didn’t meet your expectations this time.
Kind regards,
The Shade & Story Team
A great experience …
A quality product which fits perfectly and is easy to put up. The fabric samples enabled us easily to find the right colour and fabric for the room. A great experience.
24 september 2025
Antwoord van Shade & Story
Hi Robert,
Thank you so much for your lovely review.
We're delighted to hear that you had a great experience and that the blind fits perfectly and was easy to install. It's also great to know that the fabric samples helped you find the ideal colour and style for your room.
We really appreciate your feedback and hope you continue to enjoy your new blind. If you need anything else, we’re always happy to help.
Kind regards
The Shade & Story Team
Quick delivery, easy fitting
I found this firm because they were linked to by John Lewis so I presumed they were good quality and reliable. Ordered some stick on Venetian blinds, arrived quickly, ways to reschedule the delivery, very easy to fit. Seem good value for money.
13 september 2025
Antwoord van Shade & Story
Hi Andy,
Thank you for your 5 star review.
We are really happy to hear that you found the journey with good and the blind was easy to fit.
Kind Regards
The Shade & Story Team
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.