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
447 reviews
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Replied to 88% of negative reviews
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Good product hopeless communication
At no point did you contact me to say when my blinds would be delivered. I arrived home after being abroad to find the package left at my door. This was the same last time as well.
The quality of the goods is very good by communication is non existent.
25 November 2025
Reply from Shade & Story
Dear Mary,
Thank you for your review, and we’re glad to hear you’re pleased with the quality of your blinds.
We’re very sorry for the lack of delivery communication — this isn’t the experience we want for our customers, especially when you’re away from home. Your feedback is really helpful, and we’ll be reviewing our notification process to prevent this happening again.
Thank you for bringing this to our attention.
Kind regards,
The Shade & Story Team
Reply from Shade & Story
Hi Geraldine,
Thank you for your review.
Kind regards,
The Shade & Story Team
Reply from Shade & Story
Dear Alkesh,
Thank you for your feedback.
We’re sorry to hear that you found the instructions difficult to follow. This isn’t the experience we want for our customers, and we really appreciate you letting us know.
We’ll review the instructions to see how we can make them clearer. If you’d like help with installation, our team is always happy to assist.
Kind regards,
The Shade & Story Team
Made to measure pleated blinds
Prompt delivery, communication at every stage, good fitting instructions, excellent service
24 November 2025
Reply from Shade & Story
Hi Elaine & David,
Thank you for your 5 star review.
We love that you feel this way about the full journey with us
Kind regards,
The Shade & Story Team
Fast efficient service
Fast efficient service. I ordered a made to measure wooden Venetian blind. Just sent in the measurements and the blind arrived in a couple of days. Excellent quality and reasonable price. Highly recommend.
17 November 2025
Reply from Shade & Story
Hi Janet,
Thank you for your 5 star review.
We are thrilled that you are happy with your blind and price.
Kind regards,
The Shade & Story Team
Delivery came well packaged and on…
Delivery came well packaged and on time placed in safe space .
Very good quality product and colour as on website .
Excellent communication .
Thank you
17 November 2025
Reply from Shade & Story
Hi,
Thank you for your review.
We are delighted that you are happy with your blind.
Kind regards,
The Shade & Story Team
The goods arrived a day early and were…
The goods arrived a day early and were in perfect condition. The blind was unpacked and fitted within the hour.
My only criticism would be that a magnifying glass is required to read the instructions. I do have good eyesight but this was a challenge
23 November 2025
Reply from Shade & Story
Hi,
Thank you for your 5 star review.
We are thrilled that you are happy with your blind.
We do provide fitting instructions on our website so they can be viewed in a wide range for font sizes.
Kind regards,
The Shade & Story Team
Nicely made good quality blinds
I chose the William Morris willow pattern for my kitchen blinds. Good idea to send for samples first to get the true colour.
Very pleased with them, well made, stylish and arrived in good time.
16 November 2025
Reply from Shade & Story
Hi Susan,
We’re delighted to hear that you chose the William Morris Willow pattern for your kitchen—it's such a timeless and beautiful design. Great call on ordering samples first; it really does make all the difference in getting the perfect colour match.
We’re so pleased that you’re happy with the quality, style, and timely delivery of your blinds. Your satisfaction means a lot to us.
If you ever need anything else or are planning another project, we’ll be more than happy to help.
Kind regards,
The Shade & Story Team
Recommended
Great service informative and professional happy with the roller blind good quality and black out great. Delivery when stated
20 November 2025
Reply from Shade & Story
Hi,
Thank you for your 5 star review.
We are thrilled that you are happy with your blind.
Kind regards,
The Shade & Story Team
Excellent customer service!
I am very pleased with my new kitchen blinds. Gemma was amazing help which made the process so much smoother. She was efficient and knowledgeable which ensured the order was made and completed in a timely fashion. Thank you!
20 November 2025
Unprompted review
Reply from Shade & Story
Hi Charlotte,
Thank you for your review and kind words about the service you had from Gemma. We will of course pass this on.
It is great to hear you love you blinds.
Kind regards,
The Shade & Story Team
Good customer service
This is a good product and the no drill product I bought was easy to fit. Unfortunately, my measurements were inaccurate, but the customer service I received from Gemma was supportive, encouraging and professional.
21 November 2025
Unprompted review
Reply from Shade & Story
Hi Cathy,
Thank you for your kind review.
We're really pleased to hear you’re happy with the product and found the no‑drill fitting easy to install. I’m also glad that Gemma was able to support you so well with the measurement issue — she’ll be delighted to hear your feedback.
If there’s anything else we can help with, we’re always here.
Kind regards,
The Shade & Story Team
Product quality as expected but bad timing as sale launched close after delivery but not for me…
Product quality is as expected however measured for recess fitting but with the deduction toe way it came out once installed means a very little movement is needed to cause the blind to fall out of the bracket so not overly confident of this fitting being secure in the long run.
Pricing was happy to pay but disappointed that my delivery was 5 days ahead of a sale being launched and when contacting CS was told there is nothing they can do about that (when many other brands out there readily address or make some sort of concession even if not the whole concession) so this “exclusive” brand to JL who have a price promise within 7 days evidently does not extend to S&S which is a bit misleading when my custom was directly as a result of visiting JL.
Left a bit of a sour taste hence overall review rating.
9 November 2025
Reply from Shade & Story
Dear Gideon,
Thank you for taking the time to leave your review.
I’m glad to hear the product quality met your expectations, but I’m sorry to learn about the concerns you’ve had with the recess fitting and the bracket security. If you can share photos of the installation, we’d be happy to review the setup and advise on how to improve stability — we want you to feel confident that your blind is safe and secure long‑term.
Regarding the pricing, I understand your disappointment about missing the sale by a few days. Our pricing and promotions are fixed at the point of purchase, and while we’re unable to apply sale prices retrospectively, I do appreciate how frustrating this can feel, especially when comparing with policies from other brands. Your feedback on this is genuinely valuable and will be passed on to the relevant team for review.
Thank you again for sharing your experience — we’re here if you need any further help.
Kind regards
The Shade & Story Team
Nice blinds in the Caravelle pattern
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 to hang with the lateral pattern hanging longitudinally. I was cautioned this can cause ‘cupping’ and indeed there was some bowing evident, though easily remedied with an iron and a tea towel. Overall a good buying experience.
14 November 2025
Reply from Shade & Story
Hi David,
Thank you for your detailed review.
We’re really pleased to hear you’re happy with your Caravelle pattern blinds, the turnaround time, and the packaging and delivery. I'm glad the team were able to consult with you before cutting the fabric so you knew exactly what to expect with the pattern direction.
Cupping can occasionally occur when fabric needs to be turned, so it’s great to hear you were able to smooth out the slight bowing easily at home. We really appreciate you sharing your experience, and we're delighted that overall it was a good one.
If you ever need any further help, we’re always here.
Kind regards
The Shade & Story Team
Lovely Roller Blinds
Excellent product. Easy to order. Easy to install. Good communications throughout. Thanks!
12 November 2025
Reply from Shade & Story
Hi Mike,
Thank you for your 5 star review.
We are delighted that you found the process easy from start to end.
Kind regards,
The Shade & Story Team
This was my first time with Shade &…
This was my first time with Shade & Story and should I need more blinds it will not be my last. The blinds were delivered promptly as advised and I am very happy with the quality. I had a query on the fitting; however Gemma was extremely helpful in explaining what needed to be done following which the blinds fitted perfectly. I also inadvertently mis-measured one of the blinds and with the insurance that was replaced without question with the new blind arriving within 5 days. In short I am very pleased with the service and in particular with the help received by Gemma.
4 November 2025
Unprompted review
Reply from Shade & Story
Hi Philip,
Thank you for your review and kind words about the service you had from Gemma. We will of course pass this on.
We are pleased that you were able to use the insurance to get the blinds you needed.
Best Wishes
Kind regards,
The Shade & Story Team
Easy to order
Easy to order, good communication about status of making and posting, and delivered within about 10 days. The blinds are beautiful and fit perfectly. Very impressed.
9 November 2025
Reply from Shade & Story
Hi Mairi,
Thank you for your fantastic review.
We’re thrilled to hear that ordering was easy, communication was clear, and your blinds arrived quickly. It’s wonderful to know they fit perfectly and look beautiful—we really appreciate your feedback and look forward to helping you again.
Kind regards,
The Shade & Story Team
Blinds don't come with screws!
I ordered made to measure blinds, very satisfied with the quality. One thing to bare in mind when ordering made to measure blinds is that they do not come with screws!
23 November 2025
Unprompted review
Reply from Shade & Story
Hi Ellery,
Thank you for your feedback.
We’re delighted to hear you’re satisfied with the quality of your made-to-measure blinds. Regarding screws, as noted on our website, we don’t include them because surfaces vary and the correct fixings depend on your installation area.
Kind regards,
The Shade & Story Team
I ordered roller blind from you
I ordered roller blind from you, although twice the price of similar product from Dunelm and after given assurance on the phone that your product is of better quality and warranty and your associations with John Lewis from whom I buy most of my products.Once I received the blind, incidentally your delivery man turned up without any notice, I installed this and found that the roller mechanism was jamming on the pull down, and the chain came off twice in this process. When I phoned to ask for replacement of the roller mechanism so that I can replace this with the faulty one. I was told to take a video of this not working. This means more work for me as now I have to take this down again, reload the chain, reassemble and fix again to make a video. I don’t think the roller mechanism without the chain is worth more than £10 and you could have saved me a lot of hassle if you had posted this to me as a replacement. You can check your record and will see that I had asked for a quotation for six motorised and four manual roller blind. I ordered one as a trial to see how this looks and works and you have failed on the reliability and after care service miserably. I will send you a video, however I will not be ordering any more blinds from you and will let John Lewis know of my reason.
3 November 2025
Reply from Shade & Story
Dear Bhupat,
Thank you for taking the time to share your feedback.
We’re very sorry to hear about the issues you experienced with the roller mechanism and the inconvenience caused by the video request. We understand this added extra work for you, and we truly appreciate your patience in helping us resolve the problem. Your comments about quality, delivery, and aftercare are taken seriously, and we’ll review this internally to improve our service.
One of our aftercare team members will be reaching out to assist you further and ensure this is resolved to your satisfaction.
Thank you again for bringing this to our attention.
Kind regards
The Shade & Story Team
Reply from Shade & Story
Hi Olivi,
Thank you for your 5 star review.
We are pleased to hear you love your blinds
Best Wishes
The Shade and Story Team
Blinds came so quickly
Blinds came so quickly, 3 days from ordering to arriving. Great quality . Highly recommend.
21 October 2025
Reply from Shade & Story
Hi Stephanie,
Thank you so much for your feedback.
We’re delighted to hear your blinds arrived so quickly and that you’re impressed with the quality. Your recommendation means a lot to us, and we truly appreciate you taking the time to share your experience.
If you need any further assistance or have another project in mind, we’d love to help again.
Kind regards
The Shade & Story Team
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