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
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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
When I made an order for 3 blinds it was unfortunate that the largest blind of the three could not be made with having a join in the material. I was made aware of this before the order was completed... 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
4,1
Goed
463 reviews
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Heeft 96% van zijn negatieve reviews beantwoord
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Fast service and good quality
29 juli 2026
Antwoord van Shade & Story
Hi John,
Thank you for your review.
We're delighted to hear that you're pleased with both the quality of your blinds and the speed of the service you received. We work hard to provide beautiful, made-to-measure products alongside a smooth customer experience, so it's wonderful to know we met your expectations.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Martin,
Thank you for your review.
We're delighted to hear that your blind met your needs exactly and that you're pleased with the quality of the product. Providing well-made, made-to-measure blinds that our customers can enjoy for years to come is what we strive for, so it's wonderful to know we achieved that for you.
Thank you for choosing Shade & Story. We truly appreciate your feedback and your support.
Kind regards,
The Shade & Story Team
Well made attractive Blind. Having submitted our measurements we…
Having submitted our measurements we got a lovely, well made blind within a short time that was what we had wanted.
16 juli 2026
Antwoord van Shade & Story
Hi Jeremy,
Thank you for your review.
We're delighted to hear that you received exactly what you were looking for and that your made-to-measure blind arrived quickly. It's wonderful to know that you were pleased with both the quality and craftsmanship of the finished product and that it was made to your submitted measurements.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your new blind for many years to come.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Gordon,
Thank you for taking the time to leave such a positive review.
We're delighted to hear that you found the ordering process straightforward and that you were kept informed throughout your order journey. As all of our blinds are made to measure, it's especially pleasing to know that you were impressed with the delivery times and the quality of the finished product.
We really appreciate your comments about the blind's sturdy construction and quality, and we hope it continues to meet your expectations for many years to come.
Thank you for choosing Shade & Story and for sharing your experience.
Kind regards,
The Shade & Story Team
Very happy!
Really easy to order, kept updated on timings of delivery - impressively quick for something bespoke and the blind is of good sturdy quality. Obviously I can't comment on longevity as we've just received it, but it seems of good quality.
25 juli 2026
Antwoord van Shade & Story
Hi Jennie,
Thank you for taking the time to leave your review.
We're delighted to hear that you found the ordering process easy and that you were kept updated throughout your order journey. As all of our blinds are made to measure, it's especially pleasing to know that you were impressed by the delivery times and the quality of the finished product.
We're also pleased that your blind has made such a positive first impression. We take great pride in the quality and durability of our products, and we hope your new blind continues to look and perform beautifully for many years to come.
Thank you for choosing Shade & Story. We truly appreciate your feedback and your support.
Kind regards,
The Shade & Story Team
Prompt delivery
Prompt delivery, easy to fit.
Was surprised that 'no drill' 'twist to fit ' blinds would fit so easily in my uneven window apertures.
30 juli 2026
Antwoord van Shade & Story
Hi Marion,
Thank you for your review.
We're delighted to hear that your blinds arrived promptly and that you found them easy to fit. It's especially great to know that our no-drill, twist-to-fit system worked so well, even with uneven window apertures, and exceeded your expectations.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Great blinds bought to keep the heat…
Great blinds bought to keep the heat out of our kitchen, they work beautifully
31 juli 2026
Antwoord van Shade & Story
Hi Jill,
Thank you for your review.
We're delighted to hear that you're pleased with your new blinds and that they're helping to keep your kitchen cool and comfortable. It's wonderful to know that they're performing exactly as you hoped and making a real difference in your home.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your blinds for many years to come.
Kind regards,
The Shade & Story Team
No stock
They contacted me after the expected dispatch date to say they didn’t even have the things I ordered, total waste of time, avoid companies like this
31 juli 2026
Antwoord van Shade & Story
Dear Jon,
Thank you for your review.
We are very sorry for the disappointment caused when you were informed that the item you ordered was unavailable after the expected dispatch date. We appreciate how frustrating this must have been and apologise for the inconvenience and time wasted.
Unfortunately, on this occasion we were unable to fulfil your order, and as a result, a full refund was promptly issued to you. While we're pleased that the refund has been processed, we understand that this does not make up for the experience you received.
Thank you for bringing this matter to our attention. Your feedback is important to us and helps us identify areas where we can improve our processes and communication.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Katie,
Thank you for your review.
We're delighted to hear that you were pleased with the customer service you received. Providing helpful, friendly support is something we take great pride in, so it's wonderful to know we met your expectations.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope to assist you again in the future.
Kind regards,
The Shade & Story Team
Customer service a joke
Blinds arrived quickly and seemed fine, one bracket was bent, so much for quality control. However after putting up the electric blinds we found the motor on one could not be paired and programmed correctly. Two had been fine so we knew we were doing it correctly. However customer service seemed to think that it was my responsibility. The item has arrived faulty and they are now not communicating with me. John Lewis are no use either even though they directed me to this company. I just want a replacement for a faulty item, and yet they are obfuscating and shirking their responsibilities. They want me to climb up a ladder whilst trying to video the entire programming and pairing cycle, to demonstrate it is faulty. It's your responsibility - deal with it.
Avoid these people
10 augustus 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Dear Amani,
Thank you for taking the time to share your feedback. We're very sorry that your experience did not reflect the level of service we aim to provide and understand how frustrating it must have been to encounter an issue with your electric blind after installation.
As part of our troubleshooting process, we may occasionally ask customers to provide photos or videos to help us identify whether the issue relates to the motor, programming, or installation. We appreciate that this can be inconvenient, particularly when the blind has already been fitted, and we're sorry for any frustration this caused.
Having reviewed your case, I understand that a replacement motor and bracket were supplied and that your blind is now operating correctly. While we're pleased that the issue has been resolved, we regret that the journey to reach that outcome fell short of your expectations.
We value your feedback as it helps us improve both our products and the support we provide. Thank you for bringing your concerns to our attention, and we hope that, despite your initial experience, you are now able to enjoy your blinds as intended.
Kind regards,
The Shade & Story Team
Excellent service
Excellent service, prompt delivery and the blinds were easy to install.
26 juli 2026
Antwoord van Shade & Story
Hi Paul,
Thank you for your review.
We're delighted to hear that you were pleased with our service and prompt delivery. It's also great to know that you found your blinds easy to install and that everything went smoothly from ordering through to fitting.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Still no blinds although you say they…
Still no blinds although you say they are on the way so I can I say not good at couriering your products
24 juli 2026
Antwoord van Shade & Story
Dear Polly,
Thank you for your review. We're very sorry to hear about the delay in receiving your blind and understand how disappointing this must have been.
Having reviewed your order, I can see that delivery was successfully completed on 12th August. While we're pleased that your blind has now arrived, we appreciate that the delivery experience did not meet your expectations, and we apologise for the inconvenience caused.
We hope that now your blind is in place, you're delighted with the finished product and that it provides many years of enjoyment. If there is anything further we can assist you with, please don't hesitate to get in touch.
Kind regards,
The Shade & Story Team
Avoid!!
Avoid, mislead by previous good reviews and being affiliated with John Lewis.
Ordered a double blind with mismeasure insurance. We needed to use the insurance and since repeatedly been sent wrong size blinds. This started end of May had delays with the first set of replacement blinds. Now in August and only have one blind that fits. Since latest wrong blind I’ve called twice and emailed in each time told I’d be called back with an update same day… still nothing.
Regardless of what has been written below. No contact made! I also called today and reassured they’d call back this afternoon and guess what nothing again…
Just give a refund or do I need to go through small claims?
4 augustus 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Dear Jo,
Thank you for your review. We are very sorry to read about your experience and appreciate how frustrating this situation must be, particularly given the length of time you have been waiting for a resolution.
This is certainly not the level of service we aim to provide. We understand your concerns regarding the replacement process and the delays you have experienced since making your claim under our mismeasure insurance.
In order to investigate this fully and help bring the matter to a satisfactory conclusion, I have recently requested some additional information from you. Once we receive this, I will personally review the history of your case and work with the relevant teams to ensure the issue is resolved as quickly as possible.
We sincerely apologise for the inconvenience caused and look forward to hearing from you so we can help put things right.
Kind regards,
The Shade & Story Team
Everything went smoothly
Everything went smoothly, arrived when expected and all in good condition
13 juli 2026
Antwoord van Shade & Story
Hi Ben,
Thank you for your review.
We're delighted to hear that everything went smoothly with your order and that your blinds arrived when expected and in perfect condition. Providing a straightforward ordering experience and reliable delivery is something we strive for, so it's wonderful to know we met your expectations.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Great Product - a perfect fit
Great Product
The blind I got through was great quality and arrived quickly and was a perfect fit
We got the customer service issues sorted - so I am a happy customer - really chuffed with the blinds
17 juli 2026
Antwoord van Shade & Story
Dear Peter,
Thank you for your review. We are truly sorry to hear about your experience and appreciate the frustration this has caused.
We're pleased to hear that you are happy with the quality and fit of your blind, but we completely understand how disappointing it must have been to receive installation instructions that were unreadable and then experience delays when trying to obtain a replacement copy.
Having reviewed your case, I can see that you have now been provided with the correct installation instructions. We have also raised this with our factory to ensure greater care is taken with documentation supplied with future orders and to help prevent similar issues from occurring again.
We sincerely apologise for the inconvenience caused and thank you for bringing this matter to our attention. Your feedback is invaluable in helping us improve both our products and customer service.
Kind regards,
The Shade & Story Team
Vertical blinds now in place 🙂
Very happy with our online exclusive classic white blackout vertical blinds (kitchen window and french doors in the dining room). Got them with 10% off so very happy with the price point 🙂
11 juli 2026
Antwoord van Shade & Story
Hi Joanna,
Thank you for taking the time to leave your review.
We're delighted to hear that you're so pleased with your new Classic White Blackout Vertical Blinds and that they look great in your kitchen and dining room. It's wonderful to know that you found the online exclusive range offered excellent value, especially with the additional discount.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Good trustworthy efficient service
This review is about the service only (as requested on Trust Pilot), and not the product. Although disappointed with the product, the service was very good. I ordered the blind through John Lewis, and it was easy to send in the measurements and place my order. This was acknowledged very quickly, and the blind was made and delivered within a few days.
15 juli 2026
Beware Making Any Measurement Errors!
Made an error in initial measurement sent and contacted customer services immediately within minutes. A protracted e-mail and telephone communications took place over about 4 days before grudgingly they resolved my complaint by providing a refund.
Initially customer services responded by saying that the factory had already commenced production of my order and therefore could do nothing about rectifying the measurement error. However, the factory only confirmed they had commenced production some 6hrs after I had placed the original order. There seems to be major problems in the way this company communicates with the factory. Hidden away on their web-site it does refer to orders can be commenced as quickly as 15 minutes after being placed but even then I intervened in less than this time. Whilst customer services personnel were polite and professional the company needs to do a lot of work in more adequately co-ordinating customer needs with their manufacturing supplier.
29 juli 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Dear David,
Thank you for taking the time to share your feedback.
We're sorry for the frustration caused following your request to amend your order. We appreciate that this was a disappointing experience, particularly as you contacted us very shortly after placing your order.
As discussed during our correspondence, we carried out a full review with both our management team and the factory. While the factory advised that production had already commenced when they responded, we recognise your concerns regarding how the situation was handled and the communication throughout the process.
In recognition of the circumstances, we agreed to issue a full refund, which has now been processed. Whilst we're pleased we were able to reach a resolution, we're sorry that your experience fell short of the high standards we aim to provide.
We appreciate your comments regarding the coordination between customer service and manufacturing and will ensure this feedback is shared internally as part of our ongoing review of our processes.
Kind regards,
The Shade & Story Team
Not the cheapest but they make a very…
Not the cheapest but they make a very well madeblind that represents good value for money
14 juli 2026
Antwoord van Shade & Story
Hi George,
Thank you for your review.
We're delighted to hear that you're pleased with the quality of your blind. While we may not always be the cheapest option, we work hard to offer products that are well made, built to last, and provide excellent value for money.
It's wonderful to know that you feel your blind delivers on both quality and value. Thank you for choosing Shade & Story and for taking the time to share your experience.
Kind regards,
The Shade & Story Team
Good quality blinds, at a good price with quick delivery
I ordered these blackout blinds through John Lewis and, overall, I’m really pleased with them. The ordering process was straightforward, the price was competitive, and I was impressed by how quickly they were made and dispatched. My first impressions on opening the box were that they seemed to be of good quality.
The only reason I’ve knocked off one star is because of the installation experience. There was an issue with the delivery, and although the blinds came with what I think were covers for the mounting brackets, it wasn’t immediately obvious how they fitted, so the instructions could have been clearer. More importantly, no screws or wall plugs were included. For a product at this price, I’d expect the basic fixings to be supplied, so I had to make an extra trip to buy the right ones before I could put the blinds up.
Now they’re installed, though, I’m very happy with them. They look great, operate smoothly, and do an excellent job as blackout blinds. If ShadeandStory included the necessary fixings and made the bracket covers a little clearer to fit, this would easily be a five-star product.
11 juli 2026
Antwoord van Shade & Story
Hi Steve,
Thank you for taking the time to leave such a detailed review.
We're delighted to hear that you're pleased with the quality of your blackout blinds, found the ordering process straightforward, and were impressed with the speed of manufacture and delivery. It's also wonderful to know that, now installed, the blinds look great, operate smoothly, and are performing exactly as you'd hoped.
We appreciate your constructive feedback regarding the installation experience. While fixings are not included as wall types can vary significantly between properties, we understand that this can be unexpected and we'll certainly take your comments on board. We're also grateful for your observations about the bracket cover instructions, as clear installation guidance is something we continually review and improve.
Thank you again for your feedback and for choosing Shade & Story. We're pleased that you're enjoying your new blinds and hope they continue to serve you well for years to come.
Kind regards,
The Shade & Story Team
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