Panels are fantastic just what we wanted there so nice we’ve decided to order more. Delivery was very quick and arrived on time. Also customer service was brilliant replied to all my messages very qui... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
Absolutely awful. Bought through B & q has not arrived a month later- won’t respond to requests for a refund, keeps replying saying can’t cancel as arriving on that day. Still not arrived, very expens... Toon meer
Bedrijf heeft geantwoord
One of the worst purchasing experiences of my life. Terrible customer service and still have not received delivery even though ordered it weeks ago. Would not recommend unless you want to spend hours... Toon meer
Very easy ordering process. Delivery was quick and we were kept informed of the delivery date throughout. A smooth and hassle free experience. Thank you!
Bedrijf heeft geantwoord
3,1
Gemiddeld
147 reviews
Heeft 92% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Avoid at all costs
Avoid at all costs! Ordered some panels January 3rd. January 26th and they still have not arrived and now I have to pay the team who are building my neosa wall to come back out and for these at a later date I have spent two weeks emailing and messaging on Facebook to chase these panels The customer service team take an age to get back to you and I have just been fobbed off at every opportunity Awful service! Do yourself a favour and shop elsewhere!!!
26 januari 2026
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi,
We have reviewed this order in full and can confirm that our service was delivered in line with our stated policies.
All customer enquiries were responded to within our advertised 24-working hour response timeframe. Delivery estimates were provided based on the information available to us from the courier at the time.
Once dispatched, delivery is handled by a third-party courier. In this instance, the order was taken out for delivery but delayed due to courier scheduling, which is outside of our direct control. We followed up with the courier and relayed the updates provided to us.
With regard to installation costs, our terms and conditions clearly state that tradespeople should not be booked until goods have been received and inspected. As outlined in our shipping policy, we do not reimburse costs relating to delayed deliveries or third-party trades.
Our policies are available on our website prior to purchase, and by placing an order customers agree to these terms.
Many thanks,
Panels by Sofia
I ordered the item on 23/11/2025 and…
I ordered the item on 23/11/2025 and was later informed that it was delayed, with assurances that I would receive an update as soon as possible. Despite this, the item did not arrive until 22/12/2025, almost a month later.
When the order finally arrived, the panels were damaged and completely unusable. One entire side was affected, with a broken edge, and as the items were made to measure, they were not salvageable in any way.
The items were due to be collected by the company’s own courier on 05/01/2026, but after numerous chases, the courier did not arrive until 07/01/2026. The items have now been back with the company for almost a week.
I have followed this up multiple times and was told by Alex that he was still waiting for management to cancel the order, which he said would be done on Tuesday 13th. Since then, I have heard nothing and have had to chase yet again.
Overall, the service has been very poor, with excessive delays, damaged goods, and slow communication regarding the refund
23 november 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
We’re sorry to hear about your experience and apologise for the delays and frustration this has caused.
Your order was affected by production delays, and we acknowledge that the communication around this could have been clearer. We also regret that when the made-to-measure panels arrived, they were damaged and therefore unusable, which is not acceptable.
Regarding the collection, this was arranged via a third-party courier. While we work closely with our delivery partners, we apologise that the collection did not take place on the initially scheduled date and required further chasing.
The returned items have been received, and the order has been passed to management for review and processing. We understand this is taking longer than expected and apologise for the delay in finalising the outcome.
Thank you for your feedback, which has been shared internally to help improve our processes and communication.
Ordered my panels and booked the…
Ordered my panels and booked the builder/carpenter for a week after to leave plenty of time to make sure the panels arrived in time as it was a fixed time/fixed price job.
The panels never arrived even though it was passed the estimated date. Still hadn't arrived the week after when work was starting.
After A LOT of stressful emails back and forth and being told they'd be there at the end of week (which would make our project fail and cost us in labour time), sent whilst having to work somehow someone at Sofia by panels managed to get them out arriving Wednesday just on the day they were needed to be fitted.
Experience was stressful so one star less but glad the company sorted it out!
If the company knows they can only handle a certain number of orders DONT take more on!!! Your putting your reputation and risking customers projects!!
15 januari 2026
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for your feedback.
We’re sorry to hear the delivery timing caused stress alongside your scheduled project. While some delays can occur during busy periods, we’re glad our team was able to prioritise your order and ensure the panels arrived in time for installation.
We appreciate your understanding and your recognition that the situation was resolved. Your comments regarding order volumes have been noted and will be taken into consideration as we continue to grow and improve.
Thank you for choosing us.
5 weeks delivery - not 5 days!!
Spent over £500. Took 17 days to dispatch and 5 weeks to eventually arrive after messing the joiner around multiple times.
I was constantly having to chase them on Instagram and usually getting ignored. It didn't really seem like they were bothered.
I was really surprised as they looked like a reputable company.
I was also one of the people whose comments got deleted on their Instagram post for complaining (I would never usually do this but as they were ignoring my messages I wasn't sure what else to do)
After more than a month had passed I had no choice but to open a case on paypal - they conveniently arrived a few days later!
I wouldn't recommend ordering unless you're not in a rush to receive your items.
9 januari 2026
Review zonder uitnodiging
Antwoord van Panels By Sofia
We’re very sorry to hear about your experience and understand how frustrating this must have been, particularly given the impact it had on your joiner and project timeline. The delays to dispatch and delivery, along with the lack of timely communication, are not acceptable and do not reflect the standards we aim to uphold.
We apologise if you felt ignored when trying to contact us or felt you had no option but to escalate the matter — that is never the experience we want for our customers. Your feedback regarding communication and social media moderation has been noted and will be reviewed internally.
While we’re pleased the order was eventually received, we recognise that this does not undo the inconvenience caused. Thank you for taking the time to share your experience; it provides important insight and helps us improve our processes going forward.
Good value and flexibility
Good value and flexibility. Really like that you can choose your own sizes and thickness. Was perfect for creating our bespoke media wall. My only frustration is that the delivery was a few days longer than expected.
30 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for your feedback! We’re really pleased to hear you found the panels good value and appreciated the flexibility to choose your own sizes and thickness — it’s great to know they worked perfectly for your bespoke media wall. We do apologise for the delivery taking a little longer than expected and appreciate your patience. Thank you for your support, and we hope to help with another project in the future.
Antwoord van Panels By Sofia
Hi Nick, Thanks so much for your kind words! We’re delighted the panels were easy to fit and that you’re pleased with the result. We hope to serve you again soon 😊
Good experience
Really easy to order, perfect sizing and good value. Delivery could be quicker but was well communicated.
27 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hello Mark, Thanks so much for your kind review! We’re delighted the panels were the perfect fit and good value. We appreciate your feedback on delivery and are glad our updates helped. We look forward to helping with your next project 😊
Antwoord van Panels By Sofia
Thanks so much for your kind words! We’re delighted your order arrived on time and met your expectations. We truly appreciate your support and hope to see you again soon 😊
Avoid, delays, no honesty, misleading delivery information.
The website clearly states delivery timeframes, not dispatch. Delivery means the product arriving at your address, not being handed to a third-party courier, which this company then uses as an excuse. Many businesses use external couriers and don’t pass the blame the way Panels by Sofia do. Reviews going back to April 2025 show ongoing courier and customer service issues, which they’ve clearly failed to resolve despite claiming they “take feedback on board.”
I placed my order on 20.11.25 with an estimated delivery window of 3.12.25–5.12.25. It is now 30.12.25 and I have no product. I was told to use the Shop app via an automated dispatch email, but there is no information available.
Panels by Sofia recently told someone on Instagram that delivery is “around 5 working days.” This is completely misleading. I am on day 40 with nothing, and when I replied honestly to warn others, my comment was deleted, along with other customer feedback. There is no transparency about delays, backlogs, or courier issues when potential customers ask.
After requesting a full refund and starting a bank chargeback, I was suddenly told—five and a half weeks later—that the item was damaged in transit and I could either refund or start the process again.
Do your research before paying as I now have to start over and order from a more reputable company.
30 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for taking the time to share such detailed feedback. We are very sorry for the experience you’ve had and understand why you’re frustrated. Waiting over five weeks for your order, receiving unclear communication, and then discovering the item was damaged in transit is not acceptable.
We fully recognise that delivery timeframes are what matter to customers, and we apologise that our updates and communication did not reflect this clearly. While we work with courier partners, the responsibility for your order ultimately rests with us, and we regret that our service fell short.
We also acknowledge your concerns regarding transparency and previous feedback. Your comments have been passed on to our team so we can review how we communicate delays, manage backlogs, and improve both our customer service and courier processes.
We’re sorry for the inconvenience caused and appreciate your honesty, which will help us prevent similar issues in the future.
Do not order panels…
The whole process of ordering panels from this company has been a nightmare. We ordered panels for our media wall on 21st November after seeing them be used an influencer. They were supposed to be delivered on 8th December and we are still waiting for them and it is now 27th December. They are currently with the courier and when you do bit of research on them you will also see they are a bunch of cowboys (xpd). Pedro from Panels by Sophia explained that the delivery company was experiencing delays but this is unacceptable ans our contract is with Panels by Sophia and not the courier. I have no doubt that the are a family run business but they clearly can’t cope with the increase in orders and they have been delayed by this and instead of putting a stop on orders until they could catch up they continued to sell and put unrealistic time frames on the production of their products. Then they use delivery company that have bad review to deliver their products.
27 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hello Shelley,
Thank you for taking the time to share your experience. We’re very sorry for the delays you’ve experienced with your order and for the frustration this has caused. We completely understand that waiting well past the expected delivery date is disappointing, especially when you’ve planned your project around it.
While our team relies on our courier partners to deliver orders, we fully accept that the responsibility for your experience rests with us, and we apologise that communication and timing have not met the standard you should expect. We’re taking your feedback seriously and reviewing how we manage both production schedules and courier services to prevent this from happening again.
We truly appreciate your patience and understanding, and we’re committed to resolving any outstanding issues with your order as quickly as possible.
DON’T ORDER FROM HERE
DON’T ORDER FROM HERE!
I ordered over 5 weeks ago and when I ordered it stated it would arrive within 2 weeks…..I’ve still not received it and had no confirmation that it has been dispatched! A lot of money and still zero product. Every week I have been told it would come this week but nothing!
11 november 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for taking the time to share your experience. We’re very sorry for the delay and for the lack of clear updates regarding your order. We completely understand how frustrating this must be, especially given the delivery timeframe shown when you placed your order.
We apologise that this has taken longer than expected and that the communication has not been as clear as it should have been. This isn’t the level of service we aim to provide.
We’ve passed your comments to our team so this can be looked into and resolved as quickly as possible. Thank you for your patience, and we’re sorry for the inconvenience caused.
If you need anything else please email the support team at: Support@panelsbysofia.com
Delivery has been incredibly slow
Delivery has been incredibly slow. Only updates has been when I have queried and today I have been told the panel has been with the courier for 5 days but they are also very busy.
These panels are not cheap and require a lot of prep as they are quite rough, we haven't been able to start the prep due to delays. I am very disappointed.
15 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for taking the time to share your experience, and we’re very sorry for the frustration caused by the delivery delays and lack of proactive updates. We understand how disappointing this is, especially when you’ve planned work around the delivery.
Once orders leave us, they are handled by our courier partner, and while delays can occur during busy periods, we fully recognise that this does not meet the level of service you should expect. We also appreciate your feedback regarding the preparation required for the panels, which are supplied unfinished so they can be tailored to individual projects.
Your comments have been passed on to both our delivery team and courier so we can improve communication and service going forward. We truly apologise for the inconvenience caused.
Nice but .....
The panels come with quite a rough finish so needed a lot of prep before painting. They came well wrapped and in good condition
17 september 2025
Antwoord van Panels By Sofia
Hello Brian, Thanks for your review! We’re glad to hear the panels arrived well protected and in good condition. As they’re supplied unfinished, some preparation is needed before painting, but we hope you’re pleased with the final result. We appreciate your feedback.
Came on time and had a very helpful delivery driver. Really pleased.
Came on time and helpful delivery driver. Really pleased.
7 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thanks so much for your kind review! We’re delighted everything arrived on time and that the delivery driver was helpful. We hope to see you again soon 😊
Great service
Great service! I forgot to apply the voucher code and they let me add it to my order after. Also used their cut down panels which was brilliant. Would recommend.
3 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hello Kimberly, Thank you for your fantastic review! We’re really glad we could help apply the voucher code and that you found our cut-down panel service useful. We truly appreciate the recommendation and hope to help you again soon!
Placed a big order
It took a while to come but the product is great!!
3 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for your feedback! We appreciate your patience with the delivery and we’re really pleased to hear you’re happy with the product. We hope to welcome you back again soon.
Happy with my panels
Happy with my panels, easy to assemble and look great delivery was prompt too. Would buy again
2 oktober 2025
Antwoord van Panels By Sofia
Hello Ellie , Thank you for your great feedback! We’re really pleased to hear you’re happy with the panels and that they were easy to assemble. It’s also great to know delivery was prompt. We’d love to welcome you back again!
Perfect !!!
So happy with my wide tongue and groove panels in my living room, easy to fix and a perfect fit . Will use again !
1 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you so much for your lovely review! We’re delighted to hear you’re happy with your wide tongue and groove panels and that they were easy to fit. Enjoy your living room, and we look forward to serving you again!
Fast delivery and good quality
2 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for your feedback! We’re glad you were happy with the fast delivery and quality. We appreciate your support and hope to see you again soon 😊
Order never turned up
I placed an order for nearly £500 worth of products on the basis that they were to be delivered within 5 days. After chasing the order I was told it would be 8-11 days. 17 days on and the order still hasn't arrived. I've now requested a refund. Let's see if that turns up!!
8 december 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
We’re very sorry to hear about your experience and understand your frustration, particularly given the delivery timeframe originally advised. We sincerely apologise for the delays and the lack of clarity you experienced while chasing your order — this is not the service we aim to provide.
We can confirm that refunds are processed in line with our policy, and once issued, the time it takes to appear will depend on your payment provider. If you would like us to check the status of your refund or review your order in more detail, please contact us directly with your order information so we can assist further.
Thank you for bringing this to our attention. Your feedback has been noted and will be used to help improve our service going forward.
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Bedrijven kunnen reviews verzamelen via geautomatiseerde uitnodigingen. Deze reviews worden als geverifieerd bestempeld, omdat het evident is dat ze op echte ervaringen gebaseerd zijn.
Lees meer over geverifieerde reviews.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.