Thomas Sanderson Avis 

My original correspondence started with Hilary's, when they could not fob me off, they transferred me to Thomas Sanderson Customer Service, who are obviously just as bad as Hilary's, whom I assume must be a part of the Sanderson Group, which incidentally used to mean quality, but not any more.

Hilary's Case No. Re: 8429764
I made my complaint to Hilary's regarding the fact that they had turned the hems on my vertical blinds the wrong way, many emails have passed back and forth, and despite the photographic evidence supplied, i.e. photos from their own website and photos of the actual blinds fitted, they have denied any responsibility, it absolutely beggars belief that despite being confronted with this evidence they still maintain that they are right and I am wrong. I am an old lady of 78yrs and I could kick myself for paying upfront for my blinds. My advice to anyone who reads this review is to stay clear, once Hilary's have your money they do not care, to the extent that by their treatment of me, basically implys that there is something wrong with my eysight, although they have not said so in so many words, but the implication is there. ONCE AGAIN STAY CLEAR OF THIS COMPANY, THEY ARE NOT THE ONLY SUPPLIER OF BLINDS OUT THERE, I just wish I had given it more thought before going with this crew, BUT I AM NOT YET BEATEN, this 78yr old will take it as far as is possible.
MY RESPONSE TO HILARY'S COMMENTS
Let me make this perfectly clear following Hilary's response to my review above, I was not in way complaining that the louvres were hemmed, I was complaning that the hemming on the louvres had been turned in the wrong direction, I don't know how much clearer I can make this, I cannot believe that anyone from your organisation can look at the photographic evidence, copied from your own website, and the photograhic evidence of the louvres that you actually supplied me with, it is truely astounding.

Date of experience: 20 April 2025

Top quality awning fitted by top quality fitters Chris and Mike

Garage Door.
One star rating and here’s why.
First consultation 7/11/24, great presentation and very impressed, so much so placed an order, had 3 quotes and whilst not the cheapest, seemed to be worth it after extensive research.
Garage was measured on initial visit and no mention of ‘Uneven floor (sloping)’, until supervisor turned up and measured again, only to be informed a ‘special’ order bottom panel will be required at additional cost. After some negotiation agreed to extra cost.
Garage door fitted before Christmas, with extra cost panel, and the door looked awful as well as the finish being very poor. After many emails of complaint and some time another panel was ordered and fitted, looked better but the rest of the finish was still very poor. During this fitting the installers managed to scratch 2 panels of door, when questioned they clearly did not accept it was them. However, I had a before and after pictures so emailed company. Finally they agreed to replace damaged panels and complete the other issues we he’d since first fitting.
There Installers had little or no Customer skills and were argumentative, on one visit I asked one of them to leave.
We complained many times and asked for our issues to be escalated and their QA dept involved. No evidence of either happening.
The job was finally completed (95% to our satisfaction) after about 4 months. We had had enough by then !
I have a huge file with all the emails between us that we will be keeping for future reference.
This company was not professional/understanding/Customer caring in our experience and would not recommend.

This company does not care about you as a customer after they take your money. I ordered a blind in November and the sales women told me there was a 2-3 week time frame for it be installed. Only after they took my money was I informed the next available date was around 9 weeks later!

I eventually had a blind fitted in January 2025 which turned out to be faulty. Despite multiple emails, calls and the fact they told me the replacement had been collected (by their fitter) in February I still don't have a replacement blind or a date for one to be fitted as of May 2025 (4 months later!)

To top it off I wrote a complaint which was not even acknowledged or replied to.

I would suggest you spend your hard earned cash somewhere else and on a company that actually values their customers and knows what customer service is.

No doubt they will say they are looking into this as a matter of urgency as they have with all 1* reviews. However, I have heard this ever since the issue was raised and it has supposedly been escalated multiple times within the company yet I am no further forward.

If you go to your helpdesk and you look for Chris Fairchild you might see the situation a lot clearer. The last six weeks all I have had from your company is the automated response to e mails. No return visit , no “ spares” delivered no support at all.

I spent fortunes on these blinds. One lot of blinds have never been right. I have even offered to pay and nothing. A technician visited two months ago went off for parts hasn’t bothered coming back. I have written 15 e mails and still I can’t get any service. Customer service is a disgrace. How can it take five months to repair a shutter that was faulty in installation and that I’m even willing to pay for to get it fixed. You should feel ashamed taking peoples money.

I was told the fitting date of my shutter order had been delayed due to the Easter holidays. Despite feeling that they should have taken that into account when arranging the fit I accepted the delay and cancelled other trades rearranged the date around the delay. Now two weeks later, and the day before the rearranged fit date I have been told the shutters are not even manufactured yet and therefore won’t be fitted tomorrow! I now have to move other trades again. More sleep with no curtains.
Called Customer Services to complain and get a definitive date for the fit and received complacent unhelpful response.
They have my money so they are clearly in no rush to do the job. Terrible service.
UPDATE…It’s now 1 1/2 weeks since the 2nd cancelled fit date. I still haven’t been contacted to be given a new fit date.
More unacceptable delays.
Please can you contact me with a new date? Totally unprofessional!
FURTHER UPDATE….your team has still not resolved this. I was told I would receive a call 4 days ago. Still nothing. Still no shutters!

I purchased shutters from Thomas Sanderson (now part of Hillarys) three years ago, reassured at the time that they came with a 5-year warranty. However, I recently discovered that if you need any support after year 1, then you are required to pay a £75 call-out fee — something that was never clearly explained at the time of purchase.

I feel misled, as I expected a warranty to actually cover issues without additional hidden charges. If you're considering buying from them, be sure to ask exactly what the warranty does and doesn't include — and be prepared for extra costs down the line.

EDIT after response:

Yes the terms maybe on the website, BUT if the sales person says you get 5 years guarantee without disclosing any call out fees, there is no need for someone to then go and check the terms on the website.
So i go back to my point that i was misled in this sale.

First consultation booked for 26th Feb and still waiting for delivery and fitting on 28th April. No helpful update from customer services, really slow, standard and uninformative reply’s. Still not even given an expected date.
Consultant and fitter have been great but once things are out of their hands service goes down hill.
I received a reply to my first review asking for further details and advised they would look into to this as priority. I replied immediately and still zero response. Now 6th May and still no communication or advise re delivery and fitting.
10 WEEKS AND STILL NOTHING

The shutters I had fitted were absolutely fine but recently a small problem has occurred and two slats have dislocated from the closing mechanism. The warranty clearly states 'the company upon the production of this document , shall indemnify you, our customer, against defective workmanship and materials, for a period of 25 years from the date of installation of your Thomas Sanderson Product' They are now, however telling me that the warranty only covers 'discoloration' and nothing else. However the warranty also says you will 'have complete peace of mind' with this warranty. Ha Ha. Please be aware of their 'warranty' before you buy!

Having received a reply (below) from Thomas Sanderson regarding warranty, they now state it 'covered degradation only.' However, the actual wording clearly says warranty against 'defective WORKMANSHIP and materials' Perhaps their legal department should check future statements.

We ordered a combination of products, duette blinds along with shutters.

Very pleased with them and thanks to James Hatton our installation for a great job.

Will use again.

Sued this company in the small claims court due to faulty/ill fitting blinds after the company refused to rectify the faults.
The Court found in my favour and issued Thomas Sanderson with a Judgement

I purchased blinds from Thomson, from day one I placed the order back in December, with a promise of fitting by Xmas which never happened, I started having issues with them, my blinds were delayed 2 months, they got the chains wrong 3 times so I had to wait another 4 weeks for the right chains, then I was told by the account manager the fitter who was booked had left and I had to wait for them to find me another fitter which I waited another 3 weeks, had to keep chasing them constantly for updates, spoke with over 5 different customer service agents, none helpful- all they say is “I understand ur issue” but not action or service from them apart from words “I understand “ I still had to keep calling and chasing and I still am, my blinds fell off the ceiling since they were not fitted properly at first and I’m still chasing them to come and fix it , called again 3 times these couple of weeks to ask for fitter to come and fix what they didn’t do proper job when they fitted and I continue to wait! Customer account manager doesn’t care either, agents tell me - I left messages to the fitter and the account manager every time I call , the same message I am told by each agent I speak and I still continue waiting! Overall service is 0 from end to end experience! I would not purchase again and I wound not recommend based on my experience , it’s such a shame customer pays such a high price for a product and receives 0 customer service. The only reason I give 2 stars is because the blinds themselves are very nice but otherwise my experience has been below 0! it’s such a shame customer service is dead nowadays!

We ordered uPVC shutters with a promise of a five week lead time.
Five weeks came and went, to be told that they hadn’t arrived with the fitter. The fitter was then unavailable due to a problem with his van. Two weeks later when Thomas Sanderson finally sourced a fitter, i was called the morning they were due to be installed, to be told that the frames were missing. All in all, they were eventually fitted five weeks late. Communication throughout was pretty appalling and reactive.
The installation itself needs remedial action. There are uneven gaps between louvres, gaps in sealant, and visible blue and red wedges holding up the bottom of the frame.
On contacting TS, I have been offered £100 compensation, which is less than 5% of the total cost which has already been paid in full. When I requested a call back from a manager, I was told this would take 48 working hours. I also contacted the Area Manager and left a message which still hasn’t been responded to.
All in all an appalling experience.

We are thrilled with our awning. Antony and Joe text with an arrival time and were to the minute. They explained everything and were tidy and efficient. Would definitely recommend and can’t fault their service . Looking forward for sun to shine to try it out!

Great job Russell and Mia. Many thanks. Tim

We had shutters and blinds for our newly renovated property installed which we paid a lot of money for but unfortunately did not have the end product we were expecting, we have three downstairs windows on the front that are not matching, raised this as a concern and asked for a visit to have a look all we had was an email advising they have concluded that the items are correct. The shutters which were installed looked to be installed to an high standard, later identifying issues reported to customer services promised we would that we would be called back still waiting!! Unfortunately we were sold the dream but it’s not what we got.
I have to give 1 star which they don’t deserve
If you decide to use them please be careful.

Wayne Steventon 119237 has done such a wonderful job and my blinds look and work beautifully. Very conscious of my new home and living on a building site and was so careful, thank you!

Great workmanship nothing too much trouble, confident to leave them to it would have no hesitation in recommending this company, Plus workmen cleaned up after themselves if I could give them 10 stars I would!

If I could give zero stars, I would. I haven’t even received my shutters yet, and I’m already regretting ever dealing with Thomas Sanderson.

So far, they’ve taken payments from the wrong bank accounts, despite very clear instructions. This has left me with credit card interest charges and financial stress I didn’t sign up for. What’s worse is that I was assured by their consultant that this would not be an issue – clearly, that assurance meant nothing.

Customer service has been absolutely shocking. There’s been no follow-up, no consistency, and absolutely no regard for the stress they’ve caused. I’ve been chasing them for answers and getting nowhere, feeling completely ignored and dismissed.

All of this before the product has even arrived. At this point, I dread to think what will happen if there’s even a minor issue with the shutters themselves. If this is the level of service at the start, I have no confidence in their ability to resolve problems down the line.

Avoid if you value your time, money, and sanity.

Excellent service. Loving the shutters!