Choosing on line was simple. Ordering was straightforward, but I needed help with the delivery date. I rang the customer service and spoke to Paul. The help and service I received was brilliant. My c... Voir plus
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Lisez les avis des autres
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... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Magasin de rideaux et stores
- aussi dans
- Décorateur d'intérieur
- Magasin de garnitures de portes et fenêtres
Écrit par l'entreprise
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.
Coordonnées de contact
Quayside House, Basin Rd, BN41 1WF, Brighton and Hove, Brighton, Royaume-Uni
- 01615241188
- customerservice@shadeandstory.co.uk
- shadeandstory.co.uk
4,0
Bien
467 avis
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Shade and Story Delivery
On 7 August I went on to the John Lewis website looking for a vertical blind - I was redirected to their blind partner Shade & Story, ordered and paid for a blind.
These blinds come in 2 parts - the vertical slats and the headrail which they hang from that attaches to the wall.
The slats were manufactured by 10 August and delivered a couple of days later.
13 days & counting after the slats were delivered the headrail still hasn't been delivered and Shade and story haven't offered a firm delivery date!
7 août 2026
Réponse de Shade & Story
Dear Richard,
Thank you for your review. We are very sorry to hear about your experience and appreciate how frustrating it must have been to receive the slats for your blind but still be waiting for the headrail needed to complete the installation.
Having reviewed your order, I understand that the original headrail was unfortunately lost in transit and that arrangements have been made for a replacement headrail to be manufactured and dispatched as quickly as possible. I can also see that a discount was offered and accepted as a gesture of goodwill for the inconvenience caused.
We fully appreciate that this delay prevented you from enjoying your new blind as intended, and we sincerely apologise for the frustration this caused. Thank you for your patience while we worked to resolve the issue.
Kind regards,
The Shade & Story Team
The chain that arrived with our order…
The chain that arrived with our order was not correct for our blind.
15 juillet 2026
Réponse de Shade & Story
Dear Stephanie,
Thank you for your review.
We're very sorry to hear that the chain supplied with your blind was not the correct one and apologise for the inconvenience this caused.
Having reviewed your case, I understand that a replacement chain and mechanism have now been dispatched to resolve the issue. We appreciate your patience while this was arranged and hope that the replacement parts have now put things right for you.
Thank you for bringing this to our attention. We value your feedback and hope you enjoy your blind for many years to come.
Kind regards,
The Shade & Story Team
Prompt delivery
Prompt delivery, easy to install, perfect blackout, and a for a reasonable price.
10 août 2026
Réponse de Shade & Story
Hi Susan,
Thank you for your review.
We're delighted to hear that you were pleased with the prompt delivery, easy installation, and excellent blackout performance of your blind. It's wonderful to know that you found the product offered great value for money while meeting your expectations.
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
Customer service 5 star worthy.
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 and decided not to go ahead with it as I wanted a continuous piece of material. The company offered to give a full refund which was processed quickly. Communication was great to ensure this matter was resolved. Customer service was five star worthy.
8 août 2026
Réponse de Shade & Story
Hi Susan,
Thank you for taking the time to leave such a positive review.
We're delighted to hear that you were pleased with the communication you received throughout the ordering process. While we appreciate it was disappointing that the largest blind could not be manufactured without a join, we're glad our team was able to contact you before production and provide the information needed for you to make an informed decision.
It's wonderful to know that the refund was processed quickly and that you felt well supported throughout. Providing honest advice and great customer service is incredibly important to us, so we're especially pleased that our team's efforts left such a positive impression.
Thank you for your kind words and for recognising our customer service team. We truly appreciate your feedback.
Kind regards,
The Shade & Story Team
Fast service and good quality
29 juillet 2026
Réponse de 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
Réponse de 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 juillet 2026
Réponse de 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
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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
Réponse de 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 août 2026
Avis spontané
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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 août 2026
Avis spontané
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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
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