Thomas Sanderson Avis 

Been a loyal customer for many years throughout my family and many homes over the years.

Shutter slat came away from the bar and I called TS and they sent me the connector with no instructions or how to do replace it. Called again , was told I had to pay £75.00 . I have spent many thousands over the years and this lack of customer service was unbelievable. Jessica (manager) left me the rudest message in my answer machine and when I’ve called back twice to ask for instructions she refuses to pick up the phone and l am left with explaining my query again.

Instructions should be sent with the latch for the slate to connect with the bar - by paper or a video.

DONT BUY THE PRODUCT IT HAS NO CUSTOMER SERVICE JUST WANTS TO TAKE MONEY AND PRODUCT QUALITY ISNT THEIR ANYMORE !

Very disappointed customer

Patient, knowledgeable and helpful

6 Days ago I left a review for Thomas Sanderson and was surprised to get a request for contact details. I supplied my details almost immediately. As mentioned, that was 6 days ago AND STILL haven’t heard back from anyone. This company do not care about their customers. They get the sale and run!!

Bifold door blinds: We spoke to Hillary’s and Thomas Sanderson. The sales person at TS was way more committed to the sale so we went with him. We thought the product was better too and there wasn’t much in the price. Unfortunately from first contact (Aug-24) to final fitting (Feb-25) took 6 months!

Initially we were promised fitting before Christmas if we paid the deposit quickly. This was important to us so we went for it. We were told the week of Christmas that their fitter quit and so we had to wait until New Year. In the new year the fitters came and did their job. They were polite, respectful and left the place tidy. I was not happy with the large gaps between the rails and fitters said “that’s how it is”. Anyway, after many calls with customer service and a what’s app call to show them the problem, they confirmed the fitting was wrong and ordered new blinds and a new refit day.

Long story short, a bit of an ordeal. Final product is quite good. The blinds do lose tension quite often and need fixing. They look good though. Workmanship is ok. If you’re good at DIY, well worth ordering them online from others and fitting yourself. I paid up for the expert fitting but don’t feel I got exactly what I was promised or paid for.

We had Clive Selby for our service, from the measuring up service to the installation he was fantastic. Very polite, respectful and helpful. He explained his work very clearly and logically, he was supremely professional at the installation from putting in to clearing up. Overall he was simply great.

The order has taken 7 months to finally be completed. I experienced discontinued fabrics, sales reps not arriving in the booked slot therefore I lost money as turned down work, sales reps ignoring my messages on many occasions, nobody took charge of the account to follow up consistently, the blind installed had a faulty motor, replaced with another faulty motor, eventually sorted only because the fitter contacted me. Nobody from head office has properly apologised. It’s been stressful and upsetting. I would never use this company again, 7 months is an appalling service.

Since completing the order only 2 days ago, I have had head office contact me, not to follow up on the terrible service but to chase for the final payment and also an email threatening with debt collection. Suddenly when money is involved on their side they are able to follow up on an account. Utterly despicable.

Be aware the Thomas Sanderson are merged with Hillary’s Blinds so I’d advise against both companies.

Please see my previous reviews of Thomas Sanderson. They have come back to me again via Trustpilot to ask for the same information again which I sent them 2 weeks ago. I’ll leave an updated review when and if they contact me ….

Pleasent guys. Garage door looks good.Bit late in recommending these two.

Finally had my bathroom shutters fitted after they measured wrong the first time and two occasions where the fitter let us down. The fitter Craig scratched our painted toilet seat and denied doing it and the customer service just said they believed him and wouldn’t do anything! He spent more time outside talking on his mobile than concentrating on his job hence probably rushed it and used the toilet seat to put tools on. £90 toilet seat ruined!! I’d never use them again. I would recommend taking photos of a room they are fitting in and inspect it immediately after if you do use there services.

Hate this company.
Ever since the shutters were fitted they've been shoddy and they come out repair them and then they go again, now they say they're out of warranty.
Going to sue them.
Customer services - dont bother writing a messaging saying how sorry you are and how you'll look into it - you dont.

Amazing fitting service Tony Allen was friendly, efficient, skilled and tidy . I would 100% recommend purely off Tony’s work

If I had realizesed 9% of reviews were 1 star I would not have chosen Thomas Sanderson as I sadly experienced 1 star service. In summary the blinds were fitted incorrectly and despite not signing the post fitting approval form and speaking to their customer service department, no resolution was provided. However, they did send payment reminders whilst ignoring my complaint. As a result I wrote to the CEO and I got an initial response however despite providing photographs no one responded and things went quiet until payment reminders resurrected. I have since written to the CEO and the team that responds on his behalf will not resolve the poor fitting or redress the poor experience to date. I would strongly recommend to avoid buying from Thomas Sanderson as the reviews indicate, if you have a problem no one including the CEO is interested in solving it for you.

Ordered bi-fold blinds for our kitchen through Thomas Sanderson which were very expensive and when the mechanism which keeps the blinds up failed to work, Thomas Sanderson failed to provide any support or recommendations on how to fix since the warranty expired. I would not recommend this company since the customer service experience was so poor!

Absolutely terrible, 2 weeks after fit date and still no eta on when the shutters will be ready. I took the day off work on the 6th of May for my new shutters in my bedroom to be fit . I removed all my curtains poles etc ready to be fit. I had no phone call no one arrived. It wasn’t until contacting Thomas Sanderson my self that I discovered there was a manufacturing delay. These things happen. But to not inform me at all and taking a day of work!!!! Not good! Now 2 weeks later still no update of eta and I have no way of blocking the streetlight outside my bedroom window. Genuinely shocking service go elsewhere clearly they have gone downhill!

Dont waste your money and full for the sales pitch. They are overpriced and dont provide quality. I have had my complaints in of unfinished shutters since December and its still not resolved.

Avoid!

Update:
There no point calling the team as your just say the same thing you previously did, you cant do anything else. I reported to Trading Standards and this is the next step, the point on my view was to warn others.

Edited to 5 stars. After leaving this review I’ve had the contact below. When I made the call to TS customer services, I got through to Richard, explained the situation. He found my details on the old customer database, created a new account on the new customer database and gave me my account number. He ordered the parts he thinks I need. If the parts are obsolete or not correct that is fine, and I totally accept that. I was just annoyed about originally being told they cannot help due to when I became a customer. Thank you TS for reaching out and to Richard for his excellent customer service which deserves the 5* updated review.

I’ve had my individual window blinds installed my conservatory for many years without any issue, until recently one blind bottom ping up on one side. It seems the black part that screws into the window frame and holds the bottom, has broke so now my individual blind cannot be used. I contacted Thomas Sanderson advising when I had the blinds installed and the parts I need, with photos. I was asked to reply with my address and send the photos again as they could not find me as a customer, so I did. I then got a response that said you are obviously a customer of more than 5 years so we can’t help you! I was very shocked at the response given my initial email advised them when I had the blinds installed, so what a waste of everyone’s time. I now have no idea if I they still use these parts or if I can purchase them anywhere else due to the lack of help from Thomas Sanderson Customer Service. Very disappointing.

I have ordered wooden blinds and shutters.Im super happy with the quality and the price.Ilir Rrustolli our fitter contacted me always a day before our appointments regarding arrival times.He did wonderful job fitting blinds and shutters on top of that he maintained the whole area clean.The price was good as well.

First class from start to finish. The salesman was great no hard sell. The workmen were efficient, and cleaned as they worked
Very pleased with the product.

The shutters and fittings are of a better quality than any other companys i looked at. And the sales man was lovely. But i waited 6 months for the installation after my purchase, and ive only given 3 stars because the communication wirh customer service is sparse.
After they were installed, bits were sized incorrectly and a lot of damage done in order to get them up.and not leave me waiting any longer. I was told not to open 4 of them untill they were repaired with new parts and im still waiting for these new parts and repairs 3 months later. I expected more from this quality company.

Updated review below 21.5.25
Demi your response to me says... following my visit on 2nd may??? I have not had any visit since the installation on 19th february. The parts needed were orderded on the 19th february. It is now 3 months since this was done. It should not take 3 months to log in the system!

Ordered 1 bay window shutters paying 1200£ (vinyl ones - translated, plastic). That’s a lot. But ok they look beautiful. Shame that after not even 2 years broke. I was told at the time of buying that they came with a 5-year warranty and yet, when I called to arrange a repair they asked me 75£ charge for the installer to visit (not even repairing it, just seeing what the problem is). Wow. I don’t think I would recommend this brand to anyone and surely I wouldn’t buy them again.