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
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!
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3,1
Gemiddeld
147 reviews
Heeft 92% van zijn negatieve reviews beantwoord
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Placed an order and got a delivery…
Placed an order and got a delivery window. On the last day, no one informed me it couldn’t be met due to “logistics” (I had to contact them myself) When it finally shipped via DX, the driver falsely claimed that twice I wasn’t home. Still waiting for my item. On a plus side Pedro from the customer service was very helpful and responsive to my email.
15 augustus 2025
Review zonder uitnodiging
Not worth the hassle
After ordering and receiving my panel on time I was pretty pleased. Upon opening the panel ready to instal, I found the panel to be damaged beyond repair. The packaging itself showed minimal damage which suggested the panel had been packaged in this condition. I took to emailing the company about the damage and received no response. After a few attempts I began to loose hope. Thankfully, after reaching out to Klarna I found I was able to stop the payments. They then gave me a different email to use. I promptly received a response from the original email address from “Pedro” suggesting they hadn’t received any correspondence from me (which I find hard to believe). I expressed this concern but he had promptly put my replacement panel into production for replacement, he also asked my availability to when the original could be collected which I responded. The panel was then delivered on a day not agreed previously with Pedro and they did not collect the panel. I asked for multiple updates and ended up explaining that I do not have the storage to keep the damaged panel and if not collected at the end of the agreed days I would need to dispose of. I never received a response from the company. It’s important to note the new panel was also damaged which I did report. I have decided the damage is minimal enough and have had this installed. It does look good but I would not advise using this company to anyone who is looking for good customer service or communication in any way shape or form. It’s a shame because the product is a lovely concept but unless this company can rectify their lack of service and improve the quality control before sending the packages they won’t be around for long. There are other companies that do the same if not similar products too which you may hopefully have a better experience with than this company.
11 augustus 2025
Review zonder uitnodiging
Amateurs
We've been lied to for an order that was supposed to be delivered 10 days ago. Still no action as there's been a delay that's cost us thousands of pounds in penalties due to project deadline. Stay away and definitely order from other companies. This is an amateur business that is incredibly unethical and fails to keep its commitments!
15 augustus 2025
Review zonder uitnodiging
AVOID!! They are not sending the orders
They charge your money and no response after all. You can’t find anyone to contact. I haven’t received my order and estimated delivery date was 6 days ago. I even didn’t receive a confirmation that it has been dispatched.
AVOID, it is worse than scamming.
2 augustus 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thanks for your review, and I’m really sorry for the delay with your order. It was dispatched on the 12th — a few days later than scheduled — and I completely understand your frustration at not receiving any updates.
We couldn’t find any messages from you, so it's possible something went wrong with the communication or the email used was different from the one on the order - just to let you know we do have a live chat that is available Monday to Friday, 9AM to 5PM, as well as a customer facing email address which is support@panelsbysofia.com.
In any case, your order is now on its way, and we hope it arrives with you shortly - please let us know if there are any issues upon delivery and we will follow up promptly.
Thank you,
Pedro
Panels by Sofia
Love the panels
Love the panels. They were transported perfect all the way to he Netherlands. No damage at all. I would recommend this company.
15 juli 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you so much for your kind words! We’re really glad to hear the panels made it to the Netherlands safely and that you’re happy with them. Your recommendation means a lot to us.
Best,
Pedro
Panels by Sofia
If I could have given 0
If I could have given 0, I would have.
Order placed with delivery expected with a 3 day window. Whilst frustrating, thought fair enough and waited in.
Communication is terrible. Say they send tracking, but just sends to a useless app trying to sell more products. Managed to get z tracking number and the delivery company after having the displeasure of speaking with Pedro on their online chat. Don’t bother trying to contact them via emails, they don’t respond!
I’m just hoping that the panels arrive safely after all this.
7 augustus 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thanks for your feedback. Your order was dispatched on the 5th of August, which is within our stated 5–7 working day timeframe.
We sent the tracking information promptly at dispatch. The tracking number is provided by the courier, and while their app or website may not always be user-friendly, this is unfortunately beyond our control. You can use the tracking number on any universal tracking app or website to check your delivery status.
We understand delivery delays and communication issues can be frustrating, but as we rely on third-party couriers, we do our best to manage expectations accordingly.
Regards,
Pedro
Panels by Sofia
Worst company to buy off still waiting…
Worst company to buy off still waiting on products and I’ve ask for refund no response.
21 juli 2025
Antwoord van Panels By Sofia
I’m sorry to hear you’re still waiting on your products and feel your refund request hasn’t been addressed.
I’ve searched our records but haven’t been able to find any refund request under this email address. It’s possible it was sent from a different email, or may have already been handled.
If this issue is still pending resolution, please contact us again with the details of your order and refund request, we’ll be happy to look into it and resolve the matter as quickly as possible.
Thank you,
Pedro
Panels by Sofia
Delivery was very slow and wrong item sent
Delivery was quite slow, and unfortunately, I received an unprimed panel despite ordering one that was supposed to be primed. Customer support was difficult to reach — there’s no live chat or phone assistance, and email responses were slow and not very helpful. Overall, the experience was frustrating and could be improved significantly with better communication and order accuracy.
30 juni 2025
Antwoord van Panels By Sofia
Thank you for your message. I wanted to clarify that our Mini Fluted Wall Panels come unprimed and unpainted, as stated on the product page. They are made from moisture-resistant MDF, ready for you to prime and paint in your preferred colour.
Regarding your order, it was placed on June 13th and dispatched on June 30th. We apologize for the longer-than-expected processing time and appreciate your patience.
If you need any further assistance, please don’t hesitate to get in touch.
Best regards,
Pedro
Panels by Sofia
Paid £491 for panels that arrived…
Paid £491 for panels that arrived damaged. I was offered a 15% discount to accept the damage (which is their constant discount anyway). We tried to paint them and it was a mess, highlighting the poor finishing, quality and damage. Impossible to work with. We gave up and if they don’t refund us we’ll try and get out money back through our bank. It’s been so stressful and disappointing.
15 juli 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Pamela,
We’re sorry to hear the experience was stressful, but we want to clarify a few important points.
You first contacted us by email and received a response within 30 minutes — well inside our stated response window of up to 24 hours. Despite that, several follow-up emails and public threats of chargebacks and negative reviews came within just a few hours, before we had a proper chance to resolve things.
We offered a resolution immediately — including a 15% discount, which is in line with the level of damage shown and consistent with how we handle similar cases. That wasn’t a “standard discount,” but a reflection of what we saw in the photos. A replacement was also offered.
Although the panels had been painted and altered — which would normally make them non-returnable — we still arranged a full refund and collection as a goodwill gesture.
We’re always here to help when something goes wrong — but it’s only fair to also let other people know the full picture and acknowledge when we’ve gone above and beyond to resolve it.
Thanks,
Pedro
Panels by Sofia
Poor quality
Most of the panels arrived with broken corners. The quality is very poor and you’ll need to sand and paint all of them. They get damaged very easily, even with the slightest impact. Definitely avoid.
30 juni 2025
Antwoord van Panels By Sofia
Hi,
We’re sorry to hear you’re unhappy with the panels. We do mention on our website that our paintable panels come unfinished and are designed to be painted, so some preparation like sanding before painting is expected.
However, we’re concerned to hear about the damaged corners. We didn’t receive any reports from you about this, and we always encourage customers to get in touch right away so we can help resolve issues before installation.
Please get in touch if you'd like us to have a further look into this.
Many thanks,
Pedro
Panels by Sofia
Antwoord van Panels By Sofia
Hi John,
Thanks so much for the kind words! Really glad everything went smoothly for you. We’d be happy to help out again anytime.
All the best,
Pedro
Panels by Sofia
Wrong order and damaged items
Consistently getting the order wrong and then emails do not work with customer services so you have to go through chat during their working hours.
My second order of £1,000 came completely damaged and I had to send it all back which then meant I had to still compensate my carpenter for his day rate. No discount or compensation offered which is really poor form in our opinion.
8 juli 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi there,
We’re really sorry for the hassle you experienced — especially on a large order like this. It’s extremely frustrating when items arrive damaged, and we completely get why you'd be disappointed.
Just to clarify, your original and replacement deliveries were both sent via a pallet courier, which is usually the safest option for protecting panels. Unfortunately, both arrived with damage, which isn’t common but clearly unacceptable. To avoid any further risk, we then arranged a same-day direct courier so the panels stayed on the vehicle until they reached you — and we do believe the final delivery arrived safely, as no further issues have been raised.
We always try to handle problems properly, and while we can’t cover third-party labour costs, we do everything we can to minimise disruption and get things back on track quickly.
Thanks for your feedback — it’s how we keep improving.
Thanks,
Pedro
Panels by Sofia
I ordered off a different company and…
I ordered off a different company and was let down, I ordered with panels by Sofia and my experience was smooth until the panel was delivered and the box and the panel was broke. I was offered 10% off but feel that wasn’t enough tbh. And I couldn’t be bothered to return the item and order a different one when the carpenter was here that day. I ended with a shorter panel because of the damage.
2 juli 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Keren,
Thanks for taking the time to leave a review. We're really sorry the panel arrived damaged — that's never what we want, and we do try to resolve these situations quickly.
We always advise customers not to book trades before checking over their delivery, as it gives us the chance to offer proper solutions if anything isn’t right. In your case, we did offer a replacement, as well as a partial refund, and we're sorry the timing made that difficult to take up.
We appreciate the feedback, and we're glad to hear the rest of your experience with us was smooth.
All the best,
Pedro
Panels by Sofia
Easy to order arrived quicker than…
Easy to order arrived quicker than expected and so pleased with our ribbed wall panels! Packed great and easy to cut and install, just what we were looking for and so reasonably priced compared to some places we looked!
3 juli 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Karen,
Thanks so much for the lovely review — we're really glad to hear the panels arrived ahead of schedule and were exactly what you were after! It's great to know the installation went smoothly too. Appreciate you choosing us, and hope the finished space looks amazing.
Many thanks,
Pedro
Panels by Sofia
Came completely damaged and cut wrong…
Came completely damaged and cut wrong to size.
28 juni 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi there,
We're really sorry to hear this — it's definitely not the experience we want anyone to have. Unfortunately, we can't identify you as a customer from this review, so we're unable to look into what went wrong or reach out directly.
Please drop us a message with your order number so we can get this properly sorted. We're more than happy to help — but we do need a bit more information to do that.
Thanks,
Pedro
Panels by Sofia
Panels arrived damaged and no refund still!
Panels arrived damaged and they still haven’t refunded me weeks later! I ordered two ribbed panels and they both arrived with the corners broken. I asked to return the panels and get a refund. Whilst they were fairly quick at getting the products returned, they acknowledged they had received the panels back in their warehouse , but over 2 weeks later I have still not had any money back. This is very frustrating given I’ve paid over £300 for the panels and they just seem to be holding on to my money for no real reason now. If you want to return anything To this company it is more of a headache than it was worth buying from them in the first place. I would think carefully before ordering from them !
27 mei 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Anna, thank you for your review, and we're truly sorry to hear about your experience.
We completely understand how frustrating it must have been to receive damaged panels and then face delays with your refund. While we were able to arrange a return quickly, it's clear we fell short on processing your refund within the expected timeframe — and for that, we sincerely apologise.
This isn’t the standard we strive for, and we’re actively working to improve our internal processes to ensure a smoother experience for our customers in the future. We appreciate your patience and your honest feedback, which helps us do better.
If there’s anything further we can assist you with, please don’t hesitate to get in touch with us.
Best regards,
Pedro
Panels by Sofia
Non existent customer service…
Non existent customer service…. Avoid!!! Ordered three panels of which two were damaged. No return contact upon complaint. I had to piece together partial panels for a media wall and had under ordered so had to place another order for one more of which the panel came damaged and the adhesive was not in the second package - it had been ripped out. Panels are actually good although only one of four panels was without fault. Disappointing as if the customer service and delivery (basics) could be sorted then I would re order…. But don’t bother….. go elsewhere where you will be valued and at least contacted back.
6 juni 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Simon,
Thank you for your review, and we're sorry to hear about the issues with your order. We understand how frustrating it is to receive damaged items, and we do take concerns like this seriously.
However, we would like to clarify that we did respond to your initial message on 15th May, requesting photos of the damage so we could resolve the issue. When we received a further message from you on 6th June, we replied again within minutes to follow up. We’re sorry if these replies didn’t reach you — we can assure you they were sent, and it’s unfortunate if they were missed due to email delivery issues.
We completely appreciate your disappointment, particularly as it sounds like the product itself met your expectations. That makes it all the more frustrating when things go wrong with delivery or communication.
We are still happy to help resolve this for you. Please feel free to get in touch again and request a callback, or reply to our previous emails, and we’ll make sure everything is followed up promptly.
Kind regards,
Pedro
Panels by Sofia
Excellent customer service. Great product
This company has gone above and beyond to ensure my order was correct, flagging issues with my measurements and helping me to rectify them. They have been responsive and very patient with me. Excellent customer service.
I can’t wait to see the finished result.
5 juni 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Holly,
Thanks so much for your lovely review! We're really glad we could help catch those measurement issues early — it's always better to get it right before things go into production. It was a pleasure working with you, and we appreciate your patience and openness throughout the process.
We’re excited for you to see the final result too — we think you’re going to love it! Don’t hesitate to reach out if there’s anything else we can do.
All the best,
Pedro
Panels by Sofia
Poor customer service and delivery
Rubbish customer services. They chose a cheap courier who is known for delivering parcels late and damages goods. I still haven’t received the panels and I spent £204 on them plus £49 express shipping as I was having carpentry work done.
Never buy from here if you want good quality panels
22 mei 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you for your feedback. We're sorry to hear about your experience and appreciate the opportunity to clarify.
Your order was dispatched on time via express service, but unfortunately the courier experienced difficulty locating your address and reported being unable to reach you by phone. As soon as you provided updated details, we passed them on and followed up multiple times to try to resolve the issue.
Our team responded promptly throughout and within our stated business hours. We understand how frustrating delivery delays can be—especially when trades are scheduled—but as outlined in our terms, we cannot be held responsible for courier delays, and we do advise waiting until items are received before booking any works.
Lastly, as the panels hadn’t yet arrived at the time of your review, comments on their quality may not reflect the actual product.
We’re continuing to review this case with the courier to prevent similar issues going forward.
Kind regards,
Pedro
Panels by Sofia
Definitely recommend Panels by Sofia
We recently purchased panels from Panels by Sofia and had a fantastic experience. The customer service was great and the panels are excellent quality! Definitely recommend
27 mei 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Tanya,
Thank you so much for your kind words! We’re thrilled to hear that you had such a great experience!
We do our absolute best to ensure our customers have a good experience, so it’s great to know that our service met your expectations. We really appreciate your recommendation and support!
If you ever need anything in the future, don’t hesitate to get in touch.
Best regards,
Pedro
Panels by Sofia
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