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Thomas Sanderson Reviews

1.5 Rating 82 Reviews

9 %

of reviewers recommend Thomas Sanderson

Company Reviews

1.5

Based on 82 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Over A Week

Thomas Sanderson 1 star review on 27th July 2022

Thomas Sanderson 1 star review on 27th July 2022

Thomas Sanderson 1 star review on 27th July 2022

Thomas Sanderson 1 star review on 27th July 2022

Thomas Sanderson 1 star review on 27th July 2022

Thomas Sanderson 1 star review on 16th October 2020

Thomas Sanderson 1 star review on 16th October 2020

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Recently one of our Duette blinds failed because of a broken cord. I Contacted Thomas Sanderson Customer Services Department fully appreciating that the blind was out of guarantee but was shocked to be told that they did not offer a repair service and, unbelievably, were not able to recommend any firms who could. I was so startled by this response I was moved to contact them again to check that the information I was given was correct considering the blind was supplied by a company, that according to their website, “is passionate about supplying custom made blinds - where service is at the heart of what we do” Sadly the response was the same coupled with a somewhat hollow apology. I then asked if I could be advised as to how we could remove the broken rebated blind as it was fixed to a French door making it difficult to use. Understandably the person on the other end of the telephone was not able to advise me how this could be done and offered to get someone to contact me with advice. Despite this reassurance I did not receive a follow up call. Fortunately, a local firm was first able to instruct us over the telephone how to remove the blind and then, despite not supplying it, were able to restring and replace the broken cord. I really appreciated this fantastic customer service and now wish I had purchased all our Duette blinds from a local firm instead of being seduced by a national company who totally failed me when I had a problem. In my opinion the quality of service offered by a business is not judged by the absence of problems but how they solve problems when they arise. Thomas Sanderson failed this test totally.”

Posted 2 years ago

“DON’T ORDER. WORST CUSTOMER EXPERIENCE EVER! 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. Still waiting for them to sort it out!”

Posted 2 years ago

“The initial blinds that we paid £0000s for were great, service was fine, all was good. Then one of the blinds broke, these things happen. We were in warrenty so I rang up and all was fine. Someone came out to look at the blind, ordered parts and was due to come back. Someone else came back to fix a few weeks later but it needed restringed and was sent away mid sept 2020. Down hill at fast speed from there. Over the next 6-8 weeks I had to chase them no less than 5 times to see where my blind was. Turns out (eventually) that they had lost the blind! We were told countless story’s from its the reps fault, to its the manufacturers fault, to they have discontinued the blind and are looking for left over material, to the really convenient excuse of Covid. I am very reasonable, and patient, and completely understand the strains of the current climate so the loss of the blind I wasn’t annoyed at. The lack of customer service and communication was and is STILL my biggest bug bear. I have asked for repeated confirmation of what steps are being taken only to never have anyone ring me back! After spending £0000s on blinds it really leaves a distaste. My new blind was due to be installed finally last week and no one turned up. Understandably the recent lockdown may have played a part......but guess what I’m now really p*****d at?? No phone call to cancel at all. No contact AGAIN. If I am ever able to get my replacement blind in (by the way is my bedroom, great for privacy!!!!!) I will in future NEVER have Thomas Sanderson step foot in my house again!!!!!”

Posted 3 years ago

“If you're thinking of buying expensive shutters, go elsewhere. Very poor after care. Initially we were happy with the shutters that were installed due to the quality of the build. However, due to circumstances beyond our control we've had to replace the windows in our home. Thomas Sanderson were not helpful in the slightest. Other firms that I have spoken to offer take down and replacement services to prevent damage to the shutters, not Thomas Sanderson who instructed me to use a third party (who they had no recommendations). On attempt to remove them, we had to leave the frames in place (after removing all the innards) as they were so tightly glued it would be not possible to remove without damage. I called up and asked if it were possible to purchase new frames (as apparently they build everything "Bespoke") but they were not interested and would only sell me entirely new shutters. Their after care service is quite frankly shocking and I would not have spent thousands of pounds on their products had I known how poorly they treat their customers.”

Posted 1 year ago

“Worst customer service, poor communication, threatening behaviour, Steer away. We have contacted Thomas Sanderson to have our blinds fitted. It was all going well. Mathew the designer came over showed all the different products and material available to us. Discussed the design and drafted all the plans. We were happy and gave the go ahead. Paid £4600.00 deposit. That’s half of what we have to pay and remainder after the installation. Waited 12 weeks for the blinds to be here. Finally the day for installation came and we were shocked to see the material was not what we ordered. Also we wanted louvres to separate the top window from the bottom that was not done either. When questioned the company they said that’s what we ordered. We disagreed as me and my wife we both clearly remember the material we wanted was different also we asked for the Louvre. We have asked them to put a stop to the installation as we were not happy. All the blinds then left in my garage for last 3 weeks. I need to garage my car and I can’t. Every time I had to make the call and response was we are listening to calls and investigating. No communication was made from them, I had to make calls to get an update every time. Finally I decided to chase up today Friday 24th September as I waited whole week and heard nothing back. Spoke to Michael supposed to be their account manager told me that I have signed vinyl shatters and that’s what I must have and if I don’t he threatened me by saying they will refer my account to debt collector and black list me. That really made us feel we are forced to have something fitted which we are not happy with as I do not want to lose my deposit. Only went with them thinking they are big company and will get best quality but they are far from that. I wish I read their reviews on iO before I paid my half deposit. I can guarantee I would never have gone with them. Seems like it’s all good if everything is sailing smoothly, soon as something changes they start threatening you rather than sorting. Worst customer service for a big company like that. Stay away from them as you are better off going with someone local and cheaper. What a waste of my hard earn money. Everyone out there save your money and spend is wisely.”

Posted 2 years ago

“The worst customer service and experience we have ever had from any company. Once upon a time there was a salesperson from Thomas Sanderson who mis-sold a very expensive dream...privacy and bespoke curtains blinds and shutters to be fitted and installed within 6 weeks. Six months down the line the nightmare before Christmas continues, lies, missed installations and 4 attempts to install and blinds not fit for purpose (measured by TS and too short for the windows, or with non existent chains, or just miraculous in their ability to disappear - clearly they’re behind me) and still we have only half a house with any window coverings! At least the nights are drawing in and it will be dark in the mornings and evenings soon! Utterly fed up with this company. Customer service never responds. We are cancelling our order and going to use a local business who values customers! Thomas Sanderson are a pantomime....amateurish at best - shoddy at worst. Do not waste your hard earned money on them.”

Posted 2 years ago

“LIES, DENIAL & THREATS! 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 treat of debt collectors looms over my head. AWFUL AND UPSETTING.”

Posted 2 years ago

“Awful company!! Keen to get salesman out & gave us 25% off immediately but despite promising our invoice etc, I had to call 5 times to get this. Then, despite having a fitting date booked, I got a text less than 48 hours before from fitter who blamed office for the reason to cancel saying they’d only just let him know. This was a total lie & he knew our blinds hadn’t even been order some 2 weeks prior to letting us know. Called them multiple times but despite promising to call back, they didn’t. We were looking at a date of at least 10 weeks after placing order & even then, they couldn’t guarantee so demanded a manager call to rectify. Multiple calls again later, we were still no further forward so cancelled order. Truly dreadful company who I would give no stars to if there was this option & they were charging us thousands of pounds to treat us this way. Wish I’d read the reviews before we had to experience this. DONT TOUCH THIS COMPANY, THEY WILL PROMISE YOU THE EARTH, CHARGE YOU THE EARTH THEN SIMPLY LET YOU DOWN AT EVERY OPPORTUNITY.”

Posted 2 years ago

“Ordered curtains for the whole flat in March 2021 with a fitting date of 15/6. On that day, no fitter. After I called them they told me that the curtains had not been sent to the fitter. Since that time I have had to call them four times for updates and new fitting date…… nothing! No calls returned even though promised. I shall cancel this order and go through the small claims court for return of my 50% deposit. £2500. NO NOT USE THIS COMPANY”

Posted 2 years ago

“This is the by far the worst Company I have dealt with - they came to quote on a Skylight Blind on the 23d of March 2021 - I was told once I paid the deposit the fitter would be with us in 72 hours, this took a further 10 days and when he did arrive he was without a ladder the basic of tools to measure the Skylight, we re booked a further fitter to arrive which took a week later and for me to make all of the calls! this fitter never turned up and when I called Thomas Sanderson they said the height was to high and THEY wished to cancel the order - Breach of Contract - DO NOT USE OR RECCOMEND THOMAS SANDERSON - Even after spending over £8000 with them in the last five years, this accounts for nothing - appalling service from start to finish. Still awaiting a refund and follow-up since the 16th of April Mr Paul Whittle”

Posted 2 years ago

“Good product, but oh my, could their customer service and support system be any worse... I've personally lurched from one disappointing situation to another with them. Their Trustpilot reviews look overall good, but to be expected when reviews on this system are by invitation only... I can imagine overall they only invite the happy customers to leave reviews. For the cost of the product you'd expect much much more and don't expect a response to emails within 48 hours despite being advised this is the best way to contact them...”

Posted 3 years ago

“Reading the reviews, I am thankful that the consultation visit didn't take place. Poor service.”

Posted 3 years ago

“Been waiting over a year for our order to be finalised and fitted. Absolutely appalling customer service and no one ever returns your calls. Fed up with having to constantly chase for an update on my order. Do not use!! Worst company ever”

Posted 3 years ago

“Awful, awful service. The consultation visit went smoothly but what followed was just ridiculous. It took another 4 visits for my curtains and blinds to be fitted due to the installer bringing the wrong blinds, not once but twice! To top it all off, on the last visit the installer damaged my plaster on the skylight and then tried to pretend that it wasn't him....2 months later and they have finally agreed to reimburse me for the £200 damage caused. I spent over £2,500 on their services and it was frankly pathetic.”

Posted 3 years ago

“Beware! from start to finish, this company proved wholly inadequate. From the outset, service was poor; three visits were needed to measure for the blinds and when, nine months later, the fitter came to fit them, you guessed it they did not fit. In between, any attempt to communicate effectively with us was missed. I am relieved to have had my deposit back and to be free to go elsewhere.”

Posted 3 years ago

“Having spent over £2000 with an installation date booked in for today, no one has arrived, returned any calls or shown much interest. Shame on this company for their extremely poor care of their customers. All too attentive until that contract is signed but once your hooked in, they obviously do not care.”

Posted 3 years ago

“I spent over £4,000 installing pleated blinds in my conservatory in 2011. The came with 5-year guarantee. One of the motorised roof blinds has stopped working so I called Sanderson assuming they would repair it but at my own cost as they were out of guarantee. I was told that they could not help me as do not offer a repair service and there are no installers in my area. What sort of company offers no after sales service? I was fully prepared to pay for the cost of fixing them but now find I cannot get them repaired. So anyone considering installing Sanderson blinds should be warned that once they are out of guarantee, they cannot be repaired and you will be faced with having to buy a replacement set.”

Posted 1 year ago

“I wish I could give 0 star. They are really unprofessional company. I have place order and they took half the invoice money. Wait 5 week for installation day, I have received few email just before that day to confirm installation day and just few minutes before the time on the day. Installer person text and cancelled the appointment. Then it take 4 week for next appointment and on that day they came without my shutters and instead tell us the one we made it wouldn’t fit and we need to remeasure your windows or we can cancel your order. Still I haven’t got my money back too. I recommend stay away from this company. There are many better people can do your work.”

Posted 1 year ago

“Absolutely disgusting Had to have a second appointment with a design consultant because the first one was deficient in giving me the appropriate information. She was also extremely difficult to contact by phone despite having given me her mobile phone number. Installer had to also come twice as he initially came after the initial design consultants visit and I had not been given sufficient information for him to proceed. Finally installed on a very rainy day and the wrong colour brackets were installed instead of the ones I had ordered Have tried to contact company umpteen times this morning with no success AVOID THIS COMPANY LIKE THE PLAGUE Dr Tilly”

Posted 1 year ago

“We bought a house with sudette blinds this year. One of the blind is broken. The system has been installed 3 years ago. I contacted your customer service and they told me you were not providing after-sales services... How is it possible? How do I do to get my blind fixed? Please advise”

Posted 1 year ago

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Thomas Sanderson is rated 1.5 based on 82 reviews