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
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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
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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!
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Gemiddeld
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Beautiful Panels but beware of custom charges.
Beautiful Panels. Delighted with them. Came really well packed and protected. Can't wait to see them up. I only gave 4 stars as I got hit with massive custom charges. This is totally not the companies fault however it added considerably to the cost of the panels.
19 september 2025
Antwoord van Panels By Sofia
Thank you so much for your kind words! We're absolutely delighted to hear that you're happy with the panels and that they arrived safely and well-protected. We're just as excited for you to see them up!
We're really sorry to hear about the unexpected customs charges — unfortunately, that's something outside of our control, but we completely understand how frustrating that can be. We truly appreciate your understanding and your thoughtful review despite this.
If you ever need anything else or have any questions down the line, we're always here to help!
Warm regards,
Panels By Sofia
Antwoord van Panels By Sofia
Thank you so much for your kind words! We're thrilled to hear you had an excellent customer service experience with us. Your support means a lot, and we’re always here if you need anything in the future. 😊
Best regards,
Alex - Panels by Sofia
Bad quality
Terrible product. We are a joinery company and to deliver this level of poor quality product to our client is shocking. We literally put it straight in the skip as soon as it arrived. £180 down the drain; the client saw it and said ‘how rough is this’ I agreed and said, no amount of primer or sanding will take this furring poor quality away. Don’t waste your time with these panels.
17 september 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi,
Thank you for taking the time to share your feedback, and we're genuinely sorry to hear about your experience. We completely understand your frustration, especially as a professional joinery company with high standards and expectations from your suppliers.
We strive to provide consistently high-quality products, and it’s disappointing to hear that the panel you received fell far short. This is certainly not the level of quality we aim to deliver, and we apologise for the inconvenience and embarrassment caused in front of your client.
We would appreciate the opportunity to look into this further for you. If you haven’t already been in touch with our customer service team, please contact us directly at support@panelsbysofia.com with your order details. We would like to investigate what went wrong and see what we can do to make it right.
Your feedback is valuable to us, and we’re committed to ensuring this doesn’t happen again.
Kind regards,
Alex - Panels By Sofia
Really happy with my experience with…
Really happy with my experience with the panels. Came fast and I liked the look of them.
5 september 2025
Antwoord van Panels By Sofia
Hi Tinajh,
Thank you so much for your kind words! We're thrilled to hear that the panels arrived quickly and that you're happy with how they look. If you ever need anything else or have questions down the line, we're always here to help.
Best regards,
Alex - Panels by Sofia
Delivery took almost a month and lots…
Delivery took almost a month and lots of chasing to follow up. On the third delivery attempt, we received the goods. I’ve been left disappointed and unsure about using in the future.
5 september 2025
Antwoord van Panels By Sofia
Hi Kerry,
Thank you for your feedback, and we’re really sorry to hear about the delays and the trouble you experienced with your delivery. This isn’t the level of service we aim to provide.
We understand your frustration and are reviewing what went wrong to prevent it from happening again. We appreciate your patience and hope to have the chance to restore your confidence in the future.
Best regards,
Alex - Panels by Sofia
very poor customer service
Ordering was straightforward however the after sales care has been shocking and very stressful.
I received a time wi down frame of expected delivered in between 3 days no confirmation other than this (hard to stay at home all day when other responsibilities to adhere too !!
Informed by the company I
Would receive a text but didn’t and had to contact them myself several times!!
I was informed by the company that when delivery was due that someone had to be available to help take the heavy panels off the van this wasn’t explained at the time and as we are not able to do this due to a disability the company advised that they would need to send back to a different company and reward all the panels to make them manageable and it would be done using 2 men.
More emails back and forth waited in another while and no delivery came yet the tracking said was out for delivery.
Contacted the company again to be told it would be the following week.
Finally received a text to say delivery would be made that day with no warning with the time saying 2-15 - 5.15 and guess what it turned up at 12.30 !!
With only one man in windy day the boxes were marked 2 man delivery !!!
I was so upset by this point
Asked where the other person was and he said he didn’t have anyone with him..
when opening the boxes 4 panels were damaged.
I
Would not recommend this company and I am absolutely disgusted with how we have been treated.
I
Paid £1200 for bad service and a product that is over priced and poor quality!
4 september 2025
Antwoord van Panels By Sofia
Hi,
Thank you for taking the time to share your experience, and we're truly sorry to hear how disappointing and stressful the process has been for you.
While we do our best to ensure a smooth experience from order to delivery, we understand that in your case, things fell short. Unfortunately, delivery is handled by a third-party courier, and while we communicate your instructions and request updates, we don’t have direct control over their scheduling, staffing, or communication. That said, we absolutely take responsibility for how this impacted you and are reviewing this with the courier to push for improvements.
The lack of communication, missed delivery windows, and damaged panels are unacceptable, and we understand how frustrating this must have been — especially considering the added difficulty caused by the lack of help on delivery.
We would welcome the chance to put things right where possible. If you haven’t already, please get in touch with our support team so we can address the damaged items and work towards a resolution.
Kind regards,
Alex - Panels by Sofia
Perfect panels fast delivery A*
3 september 2025
Antwoord van Panels By Sofia
Hi Ross,
Thanks so much for the great feedback! We're thrilled you were happy with the panels and the fast delivery. Appreciate the A* rating!
Best regards,
Alex - Panels by Sofia
Still waiting!
It would have been nice at time of order to have had a realistic delivery expectation. Appreciating your busy however naturally waited given it was exactly what we wanted. One panel arrived after approx 2-3weeks from order, however the 2nd had been damaged in transit. This is where you have let yourselves down, simply given the constant chasing, in Pedro your advisors defence he has been prompt with replying, but after now still waiting, chasing to be told the 4th replacement panel is now damaged, after requesting an alternative delivery company be used and being ignored, to have my latest order, supposedly damaged again is beyond belief! I’m not sure if I’m being lied to at this point, whether you have my money and it’s no longer important to you to fulfil my original order. Must be getting on to 6weeks and still nothing. I’m shocked at how frustrating dealing with this company has become, supposedly over delivery!
22 september 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Simon,
Thank you for taking the time to share your experience — we completely understand how frustrating this situation must have been, and we’re genuinely sorry for the delays and the repeated issues with your replacement panel.
You're absolutely right that clearer delivery expectations would have helped, and we acknowledge that the follow-up process took far longer than it should have. While we rely on third-party couriers, we know this doesn't excuse the inconvenience caused — and we’re currently reviewing our processes to ensure this doesn’t happen again.
We’re glad to confirm the issue has now been resolved, and we truly appreciate your patience throughout. Pedro will be pleased to hear your kind words about his support.
If there’s anything more we can do to assist or improve your experience, please don’t hesitate to let us know.
Kind regards,
Alex - Panels by Sofia
Achtung
Achtung: die Lieferung ging zwar schnell und unkompliziert, jedoch wurden in DE Zollgebühren fällig. Das war bei meiner geringen Menge ein recht großer Anteil.
Bitte vorher informieren.
2 september 2025
Antwoord van Panels By Sofia
Hi Matthias,
Thank you for your feedback. We're glad to hear the delivery was quick and straightforward. However, we're sorry to hear about the unexpected customs charges.
As we ship from outside Germany, customs or import duties may apply depending on your local regulations. We always recommend checking with your local customs office before placing an order, especially for international shipments.
We appreciate you highlighting this for other customers and hope you’re happy with your purchase despite the added fees.
Best regards,
Alex - Panels by Sofia
Great product and service
1 september 2025
Antwoord van Panels By Sofia
Hi James,
Thank you for the great feedback! We're so pleased you're happy with the product and our service.
Hope to serve you again in the future!
Best regards,
Alex - Panels by Sofia
Antwoord van Panels By Sofia
Hi Will,
Thanks so much for your kind words! We’re delighted to hear you’re happy with both the product and the service.
We really appreciate your support and hope to see you again soon!
Best regards,
Alex - Panels by Sofia
The video of the Meadia wall looks…brilliant
The video of the Meadia wall looks great I’ve emailed yous for the colour of the ribbed panels and wall colours but haven’t had a response
3 september 2025
Antwoord van Panels By Sofia
Hi Jim, thanks so much for leaving this lovely review. If it's the media wall I think you're referring to, the colour is Farrow & Ball - Skimming Stone 👌
Great product!
The product looks great and my builder said it was easy to use, I would definitely order again. Delivery was a little slow so I would advise to order in plenty of time.
28 augustus 2025
Antwoord van Panels By Sofia
Hi Sarah,
Thank you for your positive feedback! We’re glad to hear the product met your expectations and that your builder found it easy to use.
We appreciate your understanding regarding delivery times and recommend ordering early to avoid any delays. We look forward to serving you again in the future!
Best regards,
Alex - Panels by Sofia
Long delay with lack of dispatch…
Long delay with lack of dispatch information,quality of fluted panels are poor-arrived with the fluted face damaged/missing in several areas,top rail capping piece has a very poor unfinished edge
27 augustus 2025
Antwoord van Panels By Sofia
Hi Ben,
Thank you for your feedback. We’re sorry to hear about the issues with your order and the delay in dispatch information.
We always encourage customers to contact us immediately if any damage occurs during delivery, but unfortunately, we haven’t received any prior notification about the damage to your panels. If you could please get in touch with our support team with photos and details, we’ll do our best to help resolve the situation quickly.
You can reach them at: Support@panelsbysofia.com
We appreciate your patience and hope to make this right.
Kind regards,
Alex - Panels by Sofia
Panels delivered badly damaged
Ordered 3 ribbed panels. On delivery, 2 of the panels were badly damaged with multiple cracks and dents meaning around 30% of the panels were unusable. When paying a lot of money for these panels, one would expect that they are well packaged so such breakages do not occur. Panels by Sofia initially offered a refund of 15% on the damaged panels, but when challenged that the damaged areas represented more than 15% of the panels, they stated the maximum refund they could offer was 25% - which in the end we felt we had no choice but to accept, as we didn’t want to wait for replacements and risk those arriving damaged too.
Overall a bit of a let down given the premium price of these panels and the wait for delivery.
26 augustus 2025
Antwoord van Panels By Sofia
Hi,
Thank you for your honest feedback. We’re very sorry to hear about the damage to your panels and the frustration it caused, especially given the premium nature of the product and your delivery wait.
We always aim to package items carefully to prevent damage, but unfortunately, sometimes issues occur during transit, which is understandably disappointing. We appreciate you working with us on the refund, and we regret that the solution didn’t fully meet your expectations.
Please know we’re continuously reviewing our packaging and delivery processes to minimize such occurrences. If you have any further concerns or if there’s anything else we can do to assist, please don’t hesitate to reach out.
Kind regards,
Alex - Panels by Sofia
Incredibly slow delivery which dragged…
Incredibly slow delivery which dragged and dragged with different excuses. Then when it arrived there was part of it missing.
1 september 2025
Antwoord van Panels By Sofia
Hi Alistair,
We’re really sorry to hear about the delays and the missing part in your delivery. This isn’t the experience we want for our customers.
If you haven't already, please reach out to our support team so we can resolve the missing item promptly and make things right. We appreciate your patience and hope to improve your experience moving forward.
Best regards,
Alex - Panels by Sofia
Don’t touch this company
Don’t touch this company, product arrived damaged and unusable. The communication/ customer service is appalling. Couldn’t get a refund as threw the panel away, as they were so long responding. Disgraceful service and very poor quality product
8 augustus 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi, sorry to hear about your experience.
We didn’t receive your earlier emails, so we responded as soon as they came through. Unfortunately, we can’t process a refund without the damaged panels being returned, which we understand isn’t possible if they’ve been thrown out.
If there’s any other way we can help, please let us know.
Thanks,
Pedro
Panels by Sofia
ROI Customer
Good communication from company,delayed shipping due to offer the company had on but I was willing to wait. Once dispatched, delivery was very efficient with DHL once customs to ROI was paid. Company state customs may be payable on EU orders so I wasn't surprised. Extremely happy with the quality and condition of my panelling once it arrived. Looks great up, exactly what I was after. Thanks a lot guys. Will recommend to others.
28 augustus 2025
Antwoord van Panels By Sofia
Hi, thanks for the review!
Appreciate you being patient with the delay — the offer brought in a bit of a rush, but glad it all got sorted and delivered smoothly. DHL usually does a solid job once it’s dispatched.
Also, thanks for calling out the customs bit — we know it can be a bit of a pain for ROI and EU orders, which is why we try to be upfront about it. Glad there were no surprises on your end.
Really happy you're pleased with the panels. Thanks again for the support and for recommending us — it means a lot.
Thanks,
Pedro
Panels by Sofia
The product itself is great BUT
The product itself is great, no complaints there. However, the delivery experience has been consistently poor. Out of two orders, both have been delayed — the first by more than a week, and the second is now 6 days late (and still counting).
What’s most frustrating is the lack of communication: I only hear about delays when I chase for updates. Despite spending hours trying to get through, all I’ve managed is a chatbot. Today it’s been completely impossible to speak to an actual person. My builders have been held up consistently as a result of these delays
22 augustus 2025
Antwoord van Panels By Sofia
Hi, thanks for your honest feedback.
I’m glad you’re happy with the product itself, but I’m really sorry about the delays and lack of communication — I completely understand how frustrating that must be, especially with builders waiting on you.
Just to clarify, we don’t use chatbots or any form of AI. We’re a small team, so sometimes it takes a bit longer to respond to webchats, and our email response time is usually within 24 hours. We’re working on improving this to keep everyone better updated.
Thanks for bringing this to our attention, and please get in touch if you have any further issues.
Thanks,
Pedro
Panels by Sofia
Antwoord van Panels By Sofia
Hi, thanks so much!
Really glad you’re happy with the panels — and appreciate the kind words about our service too. Means a lot!
Thanks,
Pedro
Panels by Sofia
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