Thomas Sanderson Window Shutters - www.thomas-sanderson.co.uk

Ordered white blinds, when it comes to fitting the blinds looked yellow because they had made them with yellow lining. Instead of fixing them in a quick manner, the solution for them was for me to wait another 6 weeks for them to make new ones. Horrendous customer service and very bad quality. Do not use!

Moved to a new home in 2016 and spent £10000 on, mainly, electronic window blinds. After many service visits, all professionally handled, over several months all blinds were working.

Each blind has a cartridge holding 12 batteries that need frequent changing.

7 years on, and outside the guarantee period, one of our blinds has failed to operate and even following all trouble shooting advice is beyond my ability to fix.

I am not expecting Sandersons to come out and fix the problem at no cost but I am astonished at the complete indifference of the “customer service” department to do anything other than wash their hands of the problem.

Blind in question is one of a set of 4 so all 4 would need to be replaces.

I have never encountered such a negative response to a customer issue. A simple referral to an outside repair business would suffice but not total negativity.

I would advise staying well clear of Thomas Sanderson for any purchase of blinds.

DO NOT BUY FROM THIS COMPANY THERE ARE FAR BETTER OUT THERE!

Sales person started at £3500 ended up paying £1500!!

they are fitted the shutters. They look horrific they stick out into the room and are finished with plastic infills that look terrible. They are fitted to a bay window in a bedroom it would not be as bad but we had shutters fitted a few years earlier to the same bay window in the room below from another company and they look great. We said to the sales person and fitter we want them to look the same. The shutter frames stye etc etc are all exactly the same as the bay below yet these are been fitted and look terrible. The fitter has also scratched and chiseled out chunks of my100 year old window frames! Worse than all off this! the fitter said it is what it is and said call customer services! they where fitted over a month ago i have called numerous times no one ever comes backto me and nothing has been done!!! DO NOT BUY FROM THIS COMPANY !!

We had blinds fitted in 17 windows at a cost of about £20,000.

We have had one of the rooms in which the blinds were fitted redecorated and insulated. We needed to remove the blinds so as not to damage the blinds and allow work to be done. What unfolded was a case study in how to irritate and alienate an established customer and ensure I will never buy from Thomas Sanderson again.

In January 2023 I phoned the helpline and asked if someone could remove the blinds in advance of work starting. I was told that this was not a service that you offered but that the approved Sandersons fitter might do the work as a “homer” which we would have to pay for. I agreed, waited for 2 weeks for an email, or call and then had the blinds removed by a professional tradesperson to allow the work to start.

In April we asked if a TS fitter could put the blinds back up. We spoke to the agent who told us that once the blinds had been removed by someone other than a TS approved fitter the guarantee was invalid, and once the guarantee was invalidated TS were not able to help.

I found this difficult to believe as we were prepared to pay for the service and phoned about 30 minutes later; spoke to a representative who spoke to “a manager” at the Head Office who confirmed that TS would not re-fit the blinds as this was not a service TS were prepared to provide. She also confirmed that having had a non-approved fitter remove the blinds the warranty was now invalidated which, in turn, meant that that Sandersons had no obligation to provide any service.

I told the agent that I was happy to pay for the refitting – as I was for the removal.

At this point I asked if we could just contact the fitter directly and ask them to put the blinds back up. I was told that this was not possible because the fitters were self-employed and didn’t want their details released to “members of the public”.

This situation effectively means that the 25-year warranty provided only lasts as long the rooms do not require redecoration.

I wrote to the CEO and asked him to intervene – he pushed the job of replying to a junior staff member who confirmed that assisting a customer after sale was not in their interest and the warranty we held was now invalid

I was happy to pay for the blinds being removed (and put back up) by someone used to fitting TS blinds and can only assume that the approach taken by the Company is a clumsy way of negating the warranty cover.

Just avoid them – and their parent Hillarys

Not quite sure why this company has such good reviews. It's why we chose them initially but all i can think is that they're a sham. They're along the lines of double glazing companies, they'll send around a sales person when you make an enquiry. This sales person will be very nice and friendly but will know absolutely nothing about what is actually possible as they're not the ones who will do the work. The person we had gave us one quote, then we asked her about some additional blinds which meant she had to re-quote. She then tried to charge us more for all the individual blinds instead of just adding on an additional blind until we queried the price as our first quote was valid for 3 months. We liked the blinds so decided to go with t. S and paid our deposit. We then had the specialist surveyor around (the people that should actually be sent around in the first place since they know what's actually possible!). This guy turned around and said the measurements the first woman gave were wrong (in a few places!) and some of the windows were too large to have 1 blind on it. He wrote down that we were miss-sold and said that someone would get in touch with us. No one has got in touch with us! We had to call them and ask for the surveyor to call us and discuss our options, we were told that he would call us but still haven't had a response. It's nearly a month later and they still have our deposit. This is terrible service, avoid this company! *update: called for refund and was told it was "requested yesterday as we can't fulfil your order as requested" so the surveyor couldn't be bothered to talk us through other options, no one called us to tell that the order was just being cancelled and it took them over a month for which i've been charged on credit card and still have to wait 10-14 days to get it back. Fair warning, do not use this company!!

Horrible experience with Thomas Sanderson. Two blinds at my daughter's bedroom fell down in few months interval. She had spinal surgery, and we are afraid to have the third one falling in the future. They seem not to care about the gravity of the situation, saying an installer (maybe the same one who did the bad job) will contact me in 72h but not suggesting that the other blinds and curtains I have done by them should be checked too. No concern about security, no interest in doing things right. Extremely disappointed. Do not recommend this company at all!!! APNLast

Absolutely the worst customer experience ever! And I’ve made the mistake of going back for more!

Back in September last year we fitted shutters and blinds to half the house. Let down on the day. Nobody arrived. No call. Had to fight for days to get heard and got the area manager to come and fit them a couple of weeks later in the end. The installers were fantastic and pleased with the products but terrible service from head office. Was told it wasn’t normal.

Stupidly we went back to finish off the house. Wish I’d never ever heard of Thomas Sanderson.

Yet again having spent another £3k I’ve been let down. The installer called to explain. Not his fault. But absolutely no other installers in the area. No support for him. Head office couldn’t give a monkeys. No call back within 48 hrs as promised. Shouldn’t even have to wait 48 hrs anyway to have somebody apologise and rebook. Shocking.

Supposedly a nationwide reputable firm. They are a Mickey Mouse operation. Steer clear. Do yourselves a favour.

Not impressed. Still waiting to know when they plan on fitting my shutters and blinds.

All I want is a date. And an apology would be a good start. Amateurs.

Showed us one product supplied us another.

When tried to raise the issue with the company instead of solving the problem they threat us with debt collector.Stay away from them. Before you make your choice read all the reviews on iO about them. It seems they’ve done the same thing to many people just like me. I have just wasted 10k with them as I am not happy with what they are installing.

We had a number of pleated blinds and shutters fitted in 2017. some of the pleated blinds had a remote control function. Two were fine, another two have given repeated trouble, both packed up at different times, despite letters, emails and phone calls and a number of visits one still does not work at all and the other will not work remotely.

I am still awaiting a response and a solution.

The staff at customer care and the engineers have been very pleasant but nothing has been achieved.

Please do not be fooled by your charming 'friendly' 'professional' salesperson. We requested roof blinds for our conservatory. The salesperson described how the blinds would be and showed us samples. However, after the fitter had installed the blinds THEY WERE NOT AS SOLD. THE FITTER EVEN ADMITTED THIS HAD BEEN A PROBLEM BEFORE AND EVEN THAT WEEK!

Needless to say I approached Thomas Sanderson 'customer service' to be passed over weeks from pillar to post. Nobody seemed interested in listening to my problem (they have half your payment and are ONLY interested in securing the other 50%)

After several calls and emails I finally received an email declaring that after a'thorough investigation' involving no phone call to me or explanation of what they had actually investigated, they are DEMANDING PAYMENT WITHIN 7 DAYS OR PASSING THE CASE ONTO A DEBT RECOVERY AGENCY WITHOUT ANY FURTHER CONTACT! I challenged this and that said 'THAT WAS THEIR STANCE!'

So if you have a problem BEWARE. THIS IS THER 'CUSTOMER CARE'

I am now taking this to the financial ombudsman and considering legal advice whilst the threat of debt collectors looms over my head. AWFUL AND UPSETTING.

PS Don't let their Trustpilot rating fool you. Have a look at Google reviews and others and you will see as soon as there is any problem they are only interested in your money.