Nice blinds in the Caravelle pattern, turned around in a couple of weeks, well packaged and safely delivered. I was consulted before the blinds were cut because the fabric had to be ‘turned’ I.e. cut... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 fabri... See more
Company replied
All round, a good experience: emails kept me up to date with progress, delivered on time, clear instructions for putting up blind. Everything provided except screws, which I thought odd.
Company replied
On the whole the service was very good. Initially, they were very quick to send samples of materials and to give advice over the phone about installation. The delivery was satisfactory but not made qu... See more
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Company details
Written by the company
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.
Contact info
Quayside House, Basin Rd, BN41 1WF, Brighton and Hove, Brighton, United Kingdom
- 01615241188
- customerservice@shadeandstory.co.uk
- shadeandstory.co.uk
4.1
Great
449 reviews
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Replied to 97% of negative reviews
Typically replies within 1 week
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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
July 17, 2026
Reply from 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 🙂
July 11, 2026
Reply from 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
Good trustworthy efficient service
This review is about the service only (as requested on Trust Pilot), and not the product. Although disappointed with the product, the service was very good. I ordered the blind through John Lewis, and it was easy to send in the measurements and place my order. This was acknowledged very quickly, and the blind was made and delivered within a few days.
July 15, 2026
Beware Making Any Measurement Errors!
Made an error in initial measurement sent and contacted customer services immediately within minutes. A protracted e-mail and telephone communications took place over about 4 days before grudgingly they resolved my complaint by providing a refund.
Initially customer services responded by saying that the factory had already commenced production of my order and therefore could do nothing about rectifying the measurement error. However, the factory only confirmed they had commenced production some 6hrs after I had placed the original order. There seems to be major problems in the way this company communicates with the factory. Hidden away on their web-site it does refer to orders can be commenced as quickly as 15 minutes after being placed but even then I intervened in less than this time. Whilst customer services personnel were polite and professional the company needs to do a lot of work in more adequately co-ordinating customer needs with their manufacturing supplier.
July 29, 2026
Unprompted review
Reply from Shade & Story
Dear David,
Thank you for taking the time to share your feedback.
We're sorry for the frustration caused following your request to amend your order. We appreciate that this was a disappointing experience, particularly as you contacted us very shortly after placing your order.
As discussed during our correspondence, we carried out a full review with both our management team and the factory. While the factory advised that production had already commenced when they responded, we recognise your concerns regarding how the situation was handled and the communication throughout the process.
In recognition of the circumstances, we agreed to issue a full refund, which has now been processed. Whilst we're pleased we were able to reach a resolution, we're sorry that your experience fell short of the high standards we aim to provide.
We appreciate your comments regarding the coordination between customer service and manufacturing and will ensure this feedback is shared internally as part of our ongoing review of our processes.
Kind regards,
The Shade & Story Team
Not the cheapest but they make a very…
Not the cheapest but they make a very well madeblind that represents good value for money
July 14, 2026
Reply from Shade & Story
Hi George,
Thank you for your review.
We're delighted to hear that you're pleased with the quality of your blind. While we may not always be the cheapest option, we work hard to offer products that are well made, built to last, and provide excellent value for money.
It's wonderful to know that you feel your blind delivers on both quality and value. Thank you for choosing Shade & Story and for taking the time to share your experience.
Kind regards,
The Shade & Story Team
Good quality blinds, at a good price with quick delivery
I ordered these blackout blinds through John Lewis and, overall, I’m really pleased with them. The ordering process was straightforward, the price was competitive, and I was impressed by how quickly they were made and dispatched. My first impressions on opening the box were that they seemed to be of good quality.
The only reason I’ve knocked off one star is because of the installation experience. There was an issue with the delivery, and although the blinds came with what I think were covers for the mounting brackets, it wasn’t immediately obvious how they fitted, so the instructions could have been clearer. More importantly, no screws or wall plugs were included. For a product at this price, I’d expect the basic fixings to be supplied, so I had to make an extra trip to buy the right ones before I could put the blinds up.
Now they’re installed, though, I’m very happy with them. They look great, operate smoothly, and do an excellent job as blackout blinds. If ShadeandStory included the necessary fixings and made the bracket covers a little clearer to fit, this would easily be a five-star product.
July 11, 2026
Reply from Shade & Story
Hi Steve,
Thank you for taking the time to leave such a detailed review.
We're delighted to hear that you're pleased with the quality of your blackout blinds, found the ordering process straightforward, and were impressed with the speed of manufacture and delivery. It's also wonderful to know that, now installed, the blinds look great, operate smoothly, and are performing exactly as you'd hoped.
We appreciate your constructive feedback regarding the installation experience. While fixings are not included as wall types can vary significantly between properties, we understand that this can be unexpected and we'll certainly take your comments on board. We're also grateful for your observations about the bracket cover instructions, as clear installation guidance is something we continually review and improve.
Thank you again for your feedback and for choosing Shade & Story. We're pleased that you're enjoying your new blinds and hope they continue to serve you well for years to come.
Kind regards,
The Shade & Story Team
Reply from Shade & Story
Hi Keith,
Thank you for taking the time to leave us a review. We're delighted to hear that you're pleased with your blinds and found them easy to fit. It's also great to know that you felt they offered good value for money.
We really appreciate your feedback and hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Reply from Shade & Story
Hi Ian,
Thank you for taking the time to leave us a review.
We're delighted to hear that your blind was a perfect fit, easy to install, and that the blackout fabric is performing exactly as you hoped. We know how important both fit and light control are when choosing a blind, so it's fantastic to know you're pleased with the finished result.
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
Not delivered yet
July 6, 2026
Reply from Shade & Story
Dear Rob,
Thank you for your review.
I'm sorry to read that, at the time of posting, you had not yet received your blinds. Having checked the tracking information, I can see that your order was delivered yesterday.
We understand how frustrating it can be when you're waiting for an order to arrive, and we appreciate your patience while it was in transit.
If there are any issues with your blinds or if you need any assistance now that they have been delivered, please don't hesitate to contact our customer service team, who will be happy to help.
Kind regards,
The Shade & Story Team
The blind arrived promptly
The blind arrived promptly, is well made, was easy to install and looks great. It matched my expectations.
My only question is why screws aren't included? I think including screws for wood and different screws and raw plugs for plaster or stone would be a good idea.
June 29, 2026
Reply from Shade & Story
Hi Carole,
Thank you for taking the time to leave us a review.
We're delighted to hear that your blind arrived promptly, was easy to install, and met your expectations for both quality and appearance. It's wonderful to know you're pleased with the finished result.
We also appreciate your feedback regarding the screws and fixings. As installation surfaces can vary significantly between homes, we don't include fixings as standard to ensure customers can use the most suitable screws and wall plugs for their particular wall type. However, we do understand your point, and we'll certainly take your suggestion on board as we continue to review ways to improve our products and customer experience.
Thank you again for your feedback and for choosing Shade & Story.
Kind regards,
The Shade & Story Team
Very efficient and understanding
June 27, 2026
Reply from Shade & Story
Dear Mrs Asher,
Thank you for taking the time to leave us a review.
We're delighted to hear that you found our service efficient and understanding. Providing helpful, attentive support and making the process as smooth as possible for our customers is always our goal, so it's wonderful to know we met your expectations.
Thank you for choosing Shade & Story. We truly appreciate your feedback and hope to help you again in the future.
Kind regards,
The Shade & Story Team
Reply from Shade & Story
Hi Jane,
Thank you for taking the time to leave us a review.
We're delighted to hear that you found the ordering process easy and that your blinds were delivered quickly. It's wonderful to know that you're pleased with your purchase.
Thank you for choosing Shade & Story and for your kind feedback. We truly appreciate your support and hope to help you again in the future.
Kind regards,
The Shade & Story Team
Great customer service experience
Accidentally ordered standard delivery instead of next day. Melanie in customer service was fantastic at getting the blind turned around so I could have it a couple of days after ordering. And the best bit? The blind is custom made and fabulous quality. Definitely recommend
July 16, 2026
Unprompted review
Reply from Shade & Story
Dear Mrs Roberts,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that Melanie was able to help expedite your order and ensure you received your blind when you needed it. Providing helpful, flexible service is something we pride ourselves on, so it's fantastic to know Melanie made such a positive impression.
We're also thrilled that you're pleased with the quality of your made-to-measure blind. Knowing that it looks fabulous and met your expectations makes all our hard work worthwhile.
We'll be sure to pass your kind comments on to Melanie, who will be delighted to receive your feedback.
Thank you for your recommendation and for choosing Shade & Story.
Kind regards,
The Shade & Story Team
Great blinds
The blinds are great. Look good and cut out all the light which was the key factor for us.
5 stars for the product
Taking off a star for misleading information on timing. The claim that the blinds will be with you in 2 days is not accurate. It took about a week for the blinds to arrive. Still good turnaround time, but I had lined up someone to fit the blinds in line with the website claim of 2 days, so that was a bit frustrating. Just be honest about timings Shade and Story, then you won’t disappoint your customers!
June 26, 2026
Reply from Shade & Story
Hi Liz,
Thank you for taking the time to leave us a review.
We're delighted to hear that you're pleased with your blinds and that they're doing exactly what you wanted them to by blocking out the light effectively.
We're sorry to hear that you were disappointed with the delivery timescales. To clarify, our website advises a delivery timeframe of 2–7 days, and your blinds were dispatched on 3rd July and delivered on 6th July, which was within this stated timescale. We do also advise customers not to book installers until their order has been received, as unforeseen delays can occasionally occur during production or delivery.
We appreciate your feedback regarding expectations around delivery times and will take your comments on board. Thank you again for your order, and we're pleased that you're enjoying your new blinds.
Kind regards,
The Shade & Story Team
Arrived promptly
Arrived promptly, excellent quality and more importantly fitted well and straight forward to hang.
Many thanks.
June 26, 2026
Reply from Shade & Story
Hi Stephen,
Thank you for taking the time to leave us a review.
We're delighted to hear that your blinds arrived promptly and that you're pleased with their quality. It's especially great to know that they fitted well and were straightforward to install, as we work hard to make the whole process as simple and hassle-free as possible.
Thank you for choosing Shade & Story and for your kind feedback. We hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Can't fit plastic covers
The blind is good. Only problem is the blind has been cut so tight to the window width, its impossible to get the plastic covers on
June 24, 2026
Reply from Shade & Story
Hi Lynn,
Thank you for taking the time to leave us a review.
We're pleased to hear that you're happy with the blind itself, but we're sorry to learn about the difficulty fitting the plastic covers.
Lynn, we understand how frustrating this must be, and we'd like the opportunity to put things right for you. One of our team will be reaching out shortly to discuss the issue and find the best solution.
Thank you for bringing this to our attention, and we look forward to resolving it for you.
Kind regards,
The Shade & Story Team
Great product and delivery!
July 1, 2026
Reply from Shade & Story
Hi Tina,
Thank you for taking the time to leave us a review.
We're delighted to hear that you're pleased with both your blinds and the delivery service. Providing high-quality products alongside a smooth ordering experience is exactly what 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 to help you again in the future.
Kind regards,
The Shade & Story Team
The measuring guide was easy to follow…
The measuring guide was easy to follow and when the the blinds arrived the quality and fit were great
June 24, 2026
Reply from Shade & Story
Hi Hannah,
Thank you for taking the time to leave us a review.
We're delighted to hear that you found our measuring guide easy to follow and that your blinds arrived fitting perfectly. It's also wonderful to know that you're pleased with the quality of the finished product.
We work hard to make the measuring and ordering process as straightforward as possible, so it's great to hear everything went smoothly from start to finish.
Thank you for choosing Shade & Story. We hope you enjoy your new blinds for many years to come.
Kind regards,
The Shade & Story Team
Their customer service is great
Their customer service is great
You actually get to speak to a real person rather than a bot! I inadvertantly ordered the wrong size but they quickly put the new order in with the correct size.
The blinds are excellent quality and arrived very quickly and were well packaged
June 23, 2026
Reply from Shade & Story
Hi Jill,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that you found our customer service so helpful and that we were able to quickly correct the sizing issue with your order. We know mistakes can happen, so we're always happy to step in and help get things back on track as smoothly as possible.
It's also fantastic to hear that you're pleased with the quality of your blinds, as well as the speed of delivery and packaging.
It was an absolute pleasure speaking with you, Jill, and I'm so glad we were able to resolve everything quickly for you. Thank you for choosing Shade & Story, and we truly appreciate your kind words.
Kind regards,
The Shade & Story Team
I bought a vertical blind of good…
I bought a vertical blind of good quality, and it looks lovely. However, I had some problems with the measurement. I contacted customer service, and Paul was very helpful and quickly answered all my questions and sent a new one.
June 22, 2026
Reply from Shade & Story
Hi Raquel,
Thank you for taking the time to leave us a review.
We're delighted to hear that you're pleased with the quality of your vertical blind and how it looks in your home. While we're sorry to hear there were some issues with the measurements, it's great to know that Paul was able to assist you quickly, answer your questions, and arrange a replacement for you.
We'll be sure to pass your kind words on to Paul, who will be thrilled to receive your feedback.
Thank you for choosing Shade & Story, and we hope you enjoy your new blind for many years to come.
Kind regards,
The Shade & Story Team
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