Thomas Sanderson Reviews 

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!

Again from start to finish from measuring from Mike Malhan to fitting by Nick Smith the final effect was amazing.
These 2 people are a credit to Sandersons. Thank you for making or a pleasant experience as always and being respectful of our house.

After placing two large orders for supplying and fitting blinds for my conservatory over the years i attempted to get a service for them. This was declined by Thomas Sanderson who now offer no support for their products older than 5 years old. Needless to say i will make no further orders with this company

Took my money, and no blinds, and no idea when they will be fitted.

We were assigned a fitter who ghosted us. When we tried contacting head office they had no idea what was going on. Fitter got back in touch, then ghosted us again. Head office still no wiser. Have sent 15 emails and no reply.

Been trying to get these fitted since December.

No clarity and £3,000 worse off.

We ordered some blinds in January 2025 which should have been installed before we went away in mid-Feb. The main blind was successfully fitted in early Feb, but we had to wait on the two kitchen blinds as there was a delay. My wife was upstairs working from home and left Lee the installer downstairs in the kitchen to fit the two remaining blinds we’d been waiting on. He left without getting them signed off, and when my wife came downstairs she noticed the fixture that holds the blind above the window was the wrong design. Lee had also not left us any means to put the blinds down - they were meant to be remote controlled. When my wife contacted Lee, he said he hadn’t been supplied with any batteries (why he didn’t think to check this beforehand I don’t know). He checked our order and acknowledged we had been supplied with the wrong design and would re-order and come back and sort with batteries etc. We also noticed that while standing or kneeling on the windowsill behind the sink to fit one of the blinds he’d dislodged the mixer tap with is now loose at its base. Again, he didn’t bother to tell us he’d done this. We went away and contacted him as he asked us to, when we returned on 12 March. He replied and said he thought the blinds had been re-ordered but would check and get back to us. And we’ve heard nothing since. He ignores texts, doesn’t answer his phone and doesn’t reply to voicemails. I phoned Thomas Sanderson on 4/4/25 to lodge a complaint - they said our new blinds were ready and waiting to be fitted, we sent them a video of the broken mixer tap as requested. And still nothing. We were promised by someone called Stacey that a new installer would be in touch and we’ve heard nothing since. We’ve been working all week and unable to phone but have sent two emails to customer services and no-one has bothered to reply. We have spent in excess of £1,500 on all the blinds - money which Thomas Sanderson has had since January. It’s now mid-April and we have two blinds of the wrong design which we can’t even use, and a broken mixer tap. Will never use this shoddy company again.

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