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
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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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The process of ordering was easy
The process of ordering was easy. Shade & Story were quick to make and deliver my made to measure vertical blinds. The order was delivered in two parts on different dates.
The quality of the fabric was as expected as I had requested samples before the actual order. However, I thought the wand and the rail had a lightweight flimsy quality, not the heavy, robust quality I am used to when I ordered blinds directly from John Lewis 20 years ago.
10 mei 2026
Antwoord van Shade & Story
Hi Shun,
Thank you for taking the time to share your feedback.
We’re really pleased to hear that you found the ordering process straightforward, and that the fabric quality met your expectations after sampling – it’s great to know that part of your experience went smoothly.
We’re sorry, however, to hear that the wand and rail didn’t feel as robust as you had expected. We appreciate that comparisons to previous purchases can shape expectations, and your comments on the perceived weight and feel of the components are important to us.
All of our systems are designed to balance durability with ease of installation and day-to-day use, but we understand that they may feel different to older styles or products you’ve used in the past.
We do value this feedback and will be sure to share it with our product team as we continue to review and improve our range.
Thank you again for your honest comments.
Kind regards,
The Shade & Story Team
Awful awful product
Awful awful product. Not happy with these vertical blinds
So disappointing, poorly functioning blind
Made with cheap materials
Should have gone with the company I had used previously/ need to put it down to experience. It was an ecpensive mistake.
13 mei 2026
Antwoord van Shade & Story
Dear Elaine,
Thank you for taking the time to leave your feedback, and I’m really sorry to read how disappointed you are with your blinds.
This is certainly not the experience we want any of our customers to have, and it’s very concerning to hear your comments about the quality and performance of the product. We understand how frustrating it is when something doesn’t meet expectations, Especially on such an important purchase for your home.
We would really like the opportunity to look into this properly and see what’s gone wrong, as well as work towards putting things right for you.
One of our aftercare team members will be reaching out to you shortly to discuss your concerns further and help find a suitable resolution.
Thank you again for your feedback.
Kind regards,
The Shade & Story Team
I would definitely not recommend.
I would definitely not recommend.
We used this company based on the partnership with John Lewis who diverted us to their website but we are deeply disappointed.
We purchased made to measure faux wood blinds for our new home, but the product delivered is way wide of their promise of meticulous tailored blinds and flawless fit.
We self measured based on their website instructions, which promises:
'When you choose recess as your installation method, we make the necessary deductions for you to ensure your blind fits beautifully (and neatly).'
The actual blinds themselves are a great fit but the Valances that finish the blinds and hide the working parts are not cut to the same accuracy, on delivery they are too big for the windows. When we complained we were told that they are manufactured to a +/-3mm and are not actually manufactured for a perfect fit. Shade and Story pointed to the small print in their T&Cs which advise an even larger tolerance of 4mm.
They have tried and failed on three attempts to provide valances that fit our recesses, even though the blinds themselves fit perfectly.
We now cannot finish our blinds as expected, we regret using Shade and Story and wish we had used alterative suppliers. The goods supplied are no better than DIY cut to suit.
I would definitely not recommend.
27 mei 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Dear Gareth,
Thank you for taking the time to share your feedback, and I’m really sorry to read how disappointing this experience has been for you.
We understand how important it is for every part of a made-to-measure order to fit as expected, particularly the finishing details like the valances, and it’s clear we’ve fallen short here. While it’s good to hear the blinds themselves fit well, we completely appreciate how frustrating it is that the valances have not matched that same standard despite multiple attempts to resolve it.
This isn’t the level of quality or consistency we aim to deliver, and we’re sorry for the inconvenience and disruption this has caused, especially in your new home.
Please be assured that we are continuing to review this thoroughly to understand what’s gone wrong and to put things right.
Kind regards,
The Shade & Story Team
Great service easy to use ordering was…
Great service easy to use ordering was very easy delivery was on time and the blinds very good quality
10 mei 2026
Antwoord van Shade & Story
Hi Jason.
Thank you so much for your lovely review.
We’re delighted to hear that you found the ordering process easy, the delivery on time, and that you’re pleased with the quality of your blinds.
We really appreciate you taking the time to share your experience.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Helen,
Thank you so much for your lovely review.
We’re delighted to hear that you’re pleased with both the blinds and the delivery.
We really appreciate your recommendation and thank you for choosing Shade & Story.
Kind regards,
The Shade & Story Team
Nicely made
Nicely made, delivery on time and the opportunity, for an addition payment, that should a self measured blind be inaccurate, a new adjusted relacement be supplied.
1 mei 2026
Antwoord van Shade & Story
Hi Jean,
Thank you for your review. We’re delighted to hear that you’re pleased with the quality of your blind and that delivery was on time.
It’s also great to know that the option of our Mismeasure Cover gave you added confidence when ordering — it’s something we know many customers find reassuring.
We appreciate you taking the time to share your experience and thank you for choosing Shade & Story.
Kind regards,
The Shade & Story Team
Great quality blinds and customer service
Great quality blinds, and excellent customer service and quick resolution to one issue with special thanks to Paul N.
22 mei 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Hi Jane,
Thank you so much for your lovely review. We’re delighted to hear that you’re pleased with the quality of your blinds and the service you received.
It’s especially great to know that the issue you experienced was resolved quickly and that Paul N was able to assist — we’ll be sure to pass your kind feedback on to him.
We really appreciate you taking the time to share your experience.
Kind regards,
The Shade & Story Team
Used before and just as good this time
Used before and just as good this time. Remarkably good price and easy to fit. 5 Blinds.
29 april 2026
Antwoord van Shade & Story
Hi Marcus,
Thank you so much for your lovely review and for choosing us again. We’re delighted to hear that your experience was just as positive this time and that you found great value and easy installation across all five blinds.
We really appreciate your continued support.
Kind regards,
The Shade & Story Team
The ordering process was very easy and…
The ordering process was very easy and whilst we had some problems with the sizing of the side panels, this was handled exceptionally quickly and smoothly by Paul N and the production team. Thank you - would definitely recommend and would order again.
20 mei 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Hi Sarah,
Thank you so much for your lovely review. We’re delighted to hear that you found the ordering process easy and that any issues with the sizing were resolved quickly and smoothly.
It’s especially great to know that Paul N and the production team were able to support you and get everything sorted — we’ll be sure to pass your kind feedback on to them.
We really appreciate your recommendation and look forward to helping you again in the future.
Kind regards,
The Shade & Story Team
The measurement insurance is genius
The measurement insurance is genius, really gives you confidence to order. Great price for a great product.
26 april 2026
Antwoord van Shade & Story
Hi Julie,
Thank you so much for your lovely review. We’re delighted to hear that the measurement insurance gave you the confidence to order.
It’s great to know you’re happy with both the price and the quality of your blind. We really appreciate you taking the time to share your experience.
Kind regards,
The Shade & Story Team
Reliable, professional service
I used this company previously and I wanted a further blind to compliment the other two I purchased, in the same design. I knew they would deliver a professional service. There was initially an issue with the delivery date, and I asked for it not to be delivered whilst we were on holiday and this request was adhered to.
10 april 2026
Antwoord van Shade & Story
Hi Wendy,
Thank you for your lovely review and for choosing Shade & Story again. We’re delighted to hear that you returned to us and that the blind complements your existing ones so well.
We’re pleased that, despite the initial delivery timing issue, your request was handled as needed while you were away. It’s great to know this helped maintain a smooth experience overall.
We really appreciate your continued support and kind words about our service.
Kind regards,
The Shade & Story Team
Poor customer service
We ordered a venetian blind for a recess, we were sent a measurement card indicating what to measure, it was a simple measurement of width and height.
We thought that as a blind supplier, they would manufacture a blind to fit that opening with reasonable clearances.
The blind which came was reduced in width by 12 mm , it was for a narrow window so it looked quite a gap on the sides but the drop was not reduced and falls all the way to hit the windowsill, the blind was also delivered with the controls on the opposite side of what was ordered.
After contacting customer support, we were advised that their online information states that 12 mm will be taken from the width, we admit that is correct however you have to look in the hidden information on blind specification to see that, no mention of it on the measurement guide.
They do not say anything about the drop, they offered to remake the blind so that the controls for tilt, raise/lower are where they should be however absolutely refuse to make the new blind to dimentions we would like for width and drop as we had not taken out their insurance for mis measurement. This was not a case of mismeasurement as the given sizes of the opening were exact.
The blind itself has no facia board covering the exposed controls as all the other blinds in our house has, the supporting clips are nothing short of terrible, they have a sprung sliding plastic part which jams up making it very difficult to fit and remove the blind if required.
In addition, we ordered this blind on the John Lewis website where we were redirected to shade & story as their third party supplier, on encountering these difficulties with the blind, and the company, it is surprising that John Lewis washed their hands of any responsibility when we contacted them to fix it.
we have demanded a full refund for this inferior product and the case is ongoing.
21 april 2026
Antwoord van Shade & Story
Dear Gary,
Thank you for taking the time to leave such detailed feedback. We’re sorry to hear about the frustration and disappointment you experienced with your order, and we appreciate you explaining your concerns in full.
We understand how important clarity around measurements, specifications, and product design is, particularly when ordering a made‑to‑measure blind. We’re sorry that, in your case, expectations were not met and that this led to dissatisfaction with both the product and the overall experience.
We can confirm that a full refund has now been made, and we hope this brings the matter to a close. Your comments regarding measurement guidance, product information, and fitting components have been noted and will be reviewed to help us improve clarity and support for future customers.
Thank you for bringing this to our attention.
Kind regards,
The Shade & Story Team
Delay after delay
UPDATE: Shade and Story is asking for more details to "verify" my review, which I guess is a step to having it removed. Funny that, because before posting my review here I called S&S and shared my complaints, with no assistance forthcoming. I phoned and gave them all my details. There is no need now to reach out because of a bad review. And I complained bitterly to John Lewis, who also have all my details. Not great corporate behaviour. Disappointing.
So far, I have waited two months for Shade & Story to make a pretty straightforward roller blind in the Halo Pure material. I made the custom order via John Lewis. Three times now, I have been told by John Lewis that this item is delayed by Shade & Story. This actually held up the ENTIRE custom blind order (supply from various companies) for several rooms in my home until I requested it be handled separately so that we could proceed with installation of the other window coverings in bathroom/bedrooms. At no point was I offered the option of switching materials to get the blind made more quickly. I was simply told the item was coming next week, then the week after that, and now another 10 days. I have clearly not been given a realistic estimate of the timeline for availability of this material or delivery of this item to John Lewis. I have not been offered compensation for the inconvenience. Shade & Story should feel privileged to sell through a retailer such as John Lewis. I would very much suggest John Lewis ditch Shade & Story as a partner. It is letting down the partnership and its brand.
11 mei 2026
Review zonder uitnodiging
Antwoord van Shade & Story
Hi,
Updated 22/06
Hi, we have asked for further details so we can reach out to you about this as you have not provided an order number or email address in the details that only we can see.
Many Thanks
Original response
Thank you for taking the time to leave your review, and we’re truly sorry for the delays and frustration this has caused — we completely understand how disappointing this experience has been, especially when it impacted other installations in your home.
We apologise that the lead times for the Halo Pure material were not communicated as clearly or accurately as they should have been, and that you were given repeated revised estimates. This is certainly not the experience we aim to provide, particularly when ordering through a trusted retail partner.
We’ve now spoken directly with the factory and can confirm that the Halo Pure fabric is back in stock, and your blinds are scheduled to be dispatched on 13th May. We’re very sorry for the inconvenience caused while waiting for this to be resolved.
Your feedback regarding communication, options, and expectations has been noted and will be reviewed internally to help improve this process going forward.
Kind regards,
The Shade & Story Team
I was amazed at the speed and…
I was amazed at the speed and efficiency of my order. Really happy with the result would definitely recommend
23 april 2026
Antwoord van Shade & Story
Hi Amanda,
Thank you so much for your lovely review. We’re delighted to hear that you were impressed with the speed and efficiency of your order and that you’re really happy with the final result.
We really appreciate your recommendation and thank you for choosing us.
Kind regards,
The Shade & Story Team
Would highly recommend Shade & Story…
Would highly recommend Shade & Story wooden blinds.
The service is seamless from ordering to a quick delivery. Each step of the order is updated and the blinds arrived on the date given.
Very pleased with the final product.
19 april 2026
Antwoord van Shade & Story
Hi Julia,
Thank you so much for your lovely review and recommendation. We’re delighted to hear that you found the service seamless from ordering through to delivery, and that the updates kept you informed every step of the way.
It’s great to know you’re very pleased with the final product. Thank you for choosing Shade & Story.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Joanna,
Thank you for your review.
We’re really pleased to hear that you’re happy with both the quality of the blind and the speed of service.
We appreciate you taking the time to share your experience.
Kind regards,
The Shade & Story Team
Good communication- ordered placed and…
Good communication- ordered placed and estimated timeframe for receipt of blinds were given and later confirmed.
Goods arrived on time as scheduled and were exactly as ordered/ expected.
Happy with purchase and buying experience from shadeandstory.
16 april 2026
Antwoord van Shade & Story
Hi Paula,
Thank you for your review.
We’re really pleased to hear that communication was clear throughout, your blinds arrived on time as scheduled, and that everything was exactly as expected.
We’re glad you’re happy with both your purchase and the overall buying experience. Thank you for choosing Shade & Story.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Denise,
Thank you for your review. We’re delighted to hear that you found the blind attractive and easy to install.
We really appreciate you taking the time to share your experience.
Kind regards,
The Shade & Story Team
Terrible service
Terrible service and no help from John Lewis - even though I was sent there from their website. The packaging arrived open with the blind hanging out. A non branded courier van with a non English speaking driver delivered the item so I could not make myself understood to refuse delivery. I reported this to the supplier and had to chase repeatedly to get any feedback. A week later they now say they wan the blind back to inspect it. I am looking at several more weeks of delay. I wish I had not gone near this company. A sickening waste of money.
22 april 2026
Antwoord van Shade & Story
Dear Chris,
Thank you for taking the time to leave your review, and we’re very sorry to read how frustrating this experience has been.
We completely understand your concern after receiving a delivery where the outer packaging appeared damaged, particularly given the circumstances of the delivery itself. We’re sorry for the delay and for the need to chase for updates.
We have been in contact with you to try and move this forward as quickly as possible. As part of the resolution process, the factory does need confirmation of the condition of the blind itself so that the appropriate next steps can be authorised. If any damage is found, a replacement can be arranged immediately.
We appreciate how disappointing this situation has been and remain keen to resolve it as quickly and fairly as possible. Should you wish to continue discussing this directly with us, our customer care team remains available to help.
Kind regards,
The Shade & Story Team
Antwoord van Shade & Story
Hi Julie,
Thank you for your review.
We’re pleased to hear you’re happy with the quality of the blind and that delivery was straightforward.
We really appreciate you taking the time to share your experience.
Kind regards,
The Shade & Story Team
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