Thomas Sanderson Avis 

Two parts, 1] product and fitting excellent. 2] customer service abysmal. blinds out of 5 years warranty and a cord on a concertina blind broke on one window. I asked where I could get a replacement and how to mend it. absolutely no help from customer services. Agents Debbie,Sandra, Jodie, Dan, Charlie responded over 3 months alleging that a replacement cord would be sent. Nothing arrived so this sappears to be a prolonged 'fobbing off' (I should have read the reviews first)

Would give 0 stars but there isn’t an option.

Complete bodge, messed up in the survey meaning we were left with a frame that hangs across the doorway.. to be told by the fitter that ‘he’ll put some high vis tape on it and we can duck to get into the garage’ (photo attached)

Manager came and chopped the frame down.. 3 weeks later the whole garage door frame collapsed (fortunately noone was standing under it)

Turns out it had been anchored into plaster board. A couple of screws in plaster holding the massive weight of the door. Customer service team are no help at all.. Not even an apology from anyone thus far.

Avoid at all costs.

Spent £3000 on three remote controlled blinds. Now three weeks out of warranty and one has stopped working. I asked Thomas Sanderson to send out an engineer at MY COST. Response “we don’t support these blinds any more, we can’t help you”. What a bunch of cowboys!!!
John (Hampshire).

Steve Hind was super helpful. Problem fixed in 15 minutes! Delighted. We will be proactively charging our blinds now to avoid the batteries going flat and losing connection!

When purchasing this product (shutters) at a very expensive price, I was informed by the sales person that if new windows were fitted within the guaranteed period, they would refit. Without this promise we would not have purchased these from them. 3 years and still within guaranteed period they deny this was ever a feature. People need to be aware of false promises made by this company.

We have had Thomas Sanderson fit battery operated Roman blinds. The batteries last around 2 to 3 weeks being opened and closed twice a day. They said that they would last 3 months. Absolute crap do not buy them. The after sales has been ok, and apparently we are the only customer with this problem, come on folks prove them wrong.

DO NOT TRUST THOMAS SANDERSON
We have have used Thomas Sanderson twice on 2 different homes.Oct 2022 and again Jan 2024 and total spend was around 20,000.00 pounds. We now have an issue..getting after service care is a joke. Called almost 4 weeks ago, given date 1st of September..then at 1.30pm the person to do the work tells me he can't as he has been ill 2 weeks ago. So I called to reschedule and told this will be sorted. Then get call on the 3rd of September to tell me it will passed to some manager.
DO NOT USE THOMAS SANDERSON AS AFTER SERVICE CARE A JOKE and they just want the money and once work is done and 12 months later when you have an issue then delay, delay and lack of communication or date confirmatuon to resolve issue..please my suggestion use someone else and not Thomas Sanderson as customer service or commentment to resolve issues lacking

I have a blind in my son’s bedroom and I am struggling with the battery life. Every couple of days, we have to charge the battery. The first time the battery needed recharging was 3 days after installation. I have phoned customer services and sent 2 emails. I keep being promised delivery of a new battery but all that has arrived is a charging plug for a battery. Extremely disappointing post sale customer service. I am based Midsomer Norton. A big part of the problem seems to be with the installers being independent to the company.

A garage door with gaps in the bottom? Who would ever expect or agree to that? Well, that's what we got, and that is the quality of products that Thomas Sanderson are selling and installing.

We had an electric garage door installed in January 2025. The sales rep upsold us a sensor bar to go at the bottom, so the door will automatically stop if anything is underneath it while closing.

During installation, I took a cuppa out to the installers. I straightaway spotted that the sensor bar and rubber seal at the bottom of the door did not go right the way across, leaving gaps either side when closed. I raised this immediately with the installers and got a load of bluster about how it was just how the product is manufactured, that it's nothing to do with them, and that the only thing we can do is raise it with Thomas Sanderson directly.

We did this, and went back and forth, chasing them via email and phone over a number of weeks, then waiting while they "investigated". They would do nothing to remedy the situation, saying this is just how the products are made, and that it had been installed correctly. All they would offer is a "complimentary" rubber strip to go on our garage floor, which they admitted would not solve the issue and would then become a trip hazard. On one call, a Thomas Sanderson employee agreed with me that no reasonable person would expect that a garage door product would have gaps at the bottom.

Thomas Sanderson make claims on their website and sales brochure that their garage doors are insulated and will help with energy conservation. Having gaps at the bottom of the door invalidate any insulating properties of the door. The gap is also such to allow wind, water, mice and bugs to access our garage!

Growing ever-more frustrated, we sought advice from Trading Standards. They advised that the issue may constitute a breach of the Consumer Rights Act, under the categories 'goods not as described' and 'goods not of satisfactory quality'. They advised of our rights to request a Tier 1 (fix/replacement) and Tier 2 resolution (financial compensation). As Thomas Sanderson had already admitted that the product is manufactured this way, a Tier 1 resolution was not appropriate. We reasonably requested a Tier 2 resolution of a refund for the price of the sensor bar and a 10% discount on the remaining bill due to the inconvenience caused.
After 2 weeks, on the 4th July, we received the following reply:

"... I wish to advise you that the field manager for your area, has looked into this matter and he has determined that the Garage Door have been installed to the correct standards and in the correct manner and are free from any manufacturing or workmanship errors.
Therefore there are no further issues to eliminate and this matter will be considered closed."

This is a shockingly poor response, completely ignoring the specifics of our complaint and request, as advised by Trading Standards. They clearly think they are too large and powerful to provide good customer service and to fairly resolve a legitimate issue. Absolutely would not recommend this company!

Most unhelpful and unsympathetic. I had 4 Duette blinds fitted 7 years ago and recently one of the bedroom blinds has stopped functioning (even no response from the local button, batteries all new). They have even refused a paid for call out.
I have sent photos of suspected motor mechanism component parts and the response was they cannot supply replacements and suggest I contact Hillarys for a replacement blind quote.
There is a 50% buy-back after 10 years in the guarantee, but I need to wait another 3 years with a useless blind!
Expensive unreliable product with no support.

I have had a few sets of blinds over the years, all great until are latest set of blinds. We were told that there would be a very small gap at the bottom due to a change in design. I came in from work to find them done. At the bottom of each blind there is a gap of at least 10mm . Looks terrible. I phone them up to get advice on this clear design fault. The guy on the phone was completely rude. Basically they are not doing anything about this and he told me to basically go away. I’m so disappointed.
If the salesman says you will have a small gap asking him how big and get it in writing.

Couldn’t fault the initial contact with the salesperson and fitter. However 18months down the line a clip has snapped on one of our shutters. Spoke to 6 different customer advisors to request a simple clip. We’re told a £75 call out fee. Said I’ll fit myself told that they don’t have stock!! Eventually told they’ve been despatched on more than 2 occasions and nearly a month on no sign. After sales is absolutely shocking. Beware!!

I booked to have conservatory blinds fitted with Thomas Sanderson because I believed they were the best in the market, how wrong was I.
Firstly had to pay 50% down payment and 50% before the blinds were fitted. When they fitted them they damaged one and it took months and many phone calls to eventually get this sorted. ( 4 months ). The fitting was very poor. DON’T USE THIS COMPANY.
worst company and experience ever.

Very disappointing experience overall. We ordered a garage door and whilst the sales person was enthusiastic the rest of the experience was poor. There was a delay in getting a survey done. Fitters were derogatory about the knowledge and ability of the designers, which should have been a red flag. The end result and finish is very poor. I was told that I would have to fill the holes in the brickwork with some silicone myself, although they did do this in the end, reluctantly. The overall finish is tatty. When I contacted customer service, there was zero interest in trying to do anything at all to improve the situation - just repeated the same statement that there was nothing to be done. I had planned to have blinds throughout the house but would never use Thomas Sanderson, or Hillarys (who they are now part of) ever. Distinct lack of care from anyone involved.

We ordered 4 blinds for our new house accepting that they would take 12 weeks to arrive
Twice our installation appointment was cancelled. And when the fitter did arrive 1 of the blinds was smashed and the other was warped
He advised that new ones would be ordered.
4 weeks later customer service state they cannot confirm that our replacement blinds have been ordered as they await paperwork from our installer to raise our order.
This is disgraceful service. We wish we had never ordered our new shutters from Sanderson. Hunter Douglas you may be a huge company, but I think you have given up caring about your customers. I recommend you never buy from them.

I rarely leave reviews, but this experience has been so frustrating that I feel obligated to warn others.

I purchased motorised blinds with the clear expectation – based on the sales pitch – that they would be sleek, functional, and discreet. What I got was a poorly designed product that overheats, drains battery quickly, and now requires the motor and battery to be relocated visibly just to work properly. This completely ruins the aesthetic and functionality I was promised.

When I raised these issues, the customer service team responded with cookie-cutter options that I had already rejected multiple times. They clearly don’t read emails properly and fail to acknowledge valid concerns, including the scratches and damage caused during their attempted “fix.”

Their idea of a solution? Either move the motor to an unsightly and impractical position, or downgrade to manual blinds – something I never agreed to buy in the first place.

No accountability. No proper resolution. No customer care.

I’ve now had to consider legal action just to get a refund for a product that never worked as advertised.

If you value your time, money, and sanity – avoid this company.

I have had Sanderson blinds on several occasions over the last twenty years or so but unfortunately standards have declined significantly since the takeover by Hillarys. In my case, a few months ago I had a number of blinds fitted but last week one dropped off its fixing (which never happened before the takeover). I rang Customer Services to arrange a repair and spoke to a very helpful person who said that I would be contacted in three or four days. Now in the eighth day … nothing. No attempt to contact me at all. Presumably they will contact me eventually but goodness knows when, and that is just to make an appointment for a repair. It may be that Hillarys have left the team under-resourced or it may just be that they don’t take customer service as seriously as Sandersons did. Either way, there has been a significant deterioration in service since Sandersons was an independent company.

Purchased 38 window and roof blinds in 2018. Four of the window blinds now have the cords cutting through the plastic at the base of the blind because of the failure of plastic cord guides. Telephoned Sanderson twice. First time I had an email saying I would have to buy new blinds and that they currently had a sale!
Telephoned again and was told that they couldn’t supply the spare parts. Couldn’t give me an answer when I asked if they would if still in warranty!
Wouldn’t send a fitter to assist either.

I contacted the aftercare team in order to obtain a fitter to remove and reinstall my Duette blinds to a bedroom window double glazed units that had misted up and needs replacing.
I was amazed that the person at the end of the phone just kept repeating that they do not provide this service, and could not suggest anyone who did.
What sort of rag tag organisation is this I thought to myself that does not provide any after services for there products.
I would not and will not recommend Sandersons in the future to anyone