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!
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
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Awful
Ordered 2 panels weeks ago and didn't hear anything. Had to chase and funnily enough my order was just being cut and due to to be dispatched the following day. Only 1 of 2 parcels arrived. Chased several times for the second and was fobbed off with a weak excuse about them being here by the end of the week. It has never arrived. Opened the first box to get the job started anyway and the contents are all broken. I've asked for a full refund. Absolutely terrible service.
24 mei 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Catherine,
Thank you for your feedback, and we're really sorry to hear about the issues you've described.
We’ve tried to locate your order based on the name provided, but haven’t been able to find a match in our system. We’ve requested more details via Trustpilot so we can investigate this properly and resolve it for you.
As soon as we receive that information, we’ll look into your case as a priority.
Best regards,
Pedro
Panels by Sofia
Honestly do not order from here !! Low quality , come broken and they don’t care !!
I read the reviews before ordering from here , as they did have some 5* I thought I’d give it a go.
I placed the order for 5 fluted panels.
After 2 weeks 3 of the 5 panels were delivered and they were broken !!
I immediately contacted via email as there is no phone numbers to call to ask for an exchange or a refund. No reply.
The following day 2 more panels were delivered to complete my order. Again broken with clear footprints all over the boxes. I advised to driver the ones that came the previous day were broken and these boxes were also bent .. he said that happens sometimes..
I re contacted via email to say I want a collection and a full refund.. no reply..
I chased up for a few days and over a week ago I go an email from pedro to say ‘ we are sorry they were delivered broken we will arrange a collection and refund ‘
I have emailed every day since as these are huge panels and are now in my way as I bought elsewhere and nothing , no emails , they are simply ignoring me!!
I never leave trust pilot reviews but honestly can’t warn people enough about this place unless you want to throw £400 away, be ignored from a company that can not care about customer service then do not order!
EDIT- despite your response pedro I have emailed you everyday asking for to collect them asap as they are massive and in my way!! yet you have failed to respond I can upload on here every screen shot of me emailing you daily and you simply ignoring all communication!!
14 mei 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Rachel,
We’re sorry to hear about your experience and genuinely regret the frustration caused.
We completely understand how disappointing it is to receive damaged items. While deliveries are handled by a third-party courier — and we don’t have control over how parcels are treated in transit — we always do our best to put things right when issues occur.
However, it is important to clarify the timeline:
You first contacted us about the damage on 15 May, and we replied on 16 May requesting photos to assess the issue.
The photos were sent after our business hours on Friday, 16 May.
We responded on the next working day, Monday 19 May, offering a full refund and collection.
We are still waiting to receive confirmation of a suitable date for collection, so we can complete the refund for you.
As our customer service team operates Monday to Friday, 9AM to 5PM, there was no opportunity to respond over the weekend — but we did reply as soon as we reopened.
We’re sorry this experience didn’t meet expectations and we remain ready to resolve it fully - however we are also committed to keeping things clear and fair for other shoppers that may come across these reviews.
Please reply to our last email or contact us at support@panelsbysofia.com to arrange the collection for a full refund.
Best regards,
Pedro
Panels by Sofia
Excellent customer service
Whilst there were issues with damage during transportation the service team at Sofia were excellent and dealt with the situation promptly and professionally. That aside the product was exactly what we were after and was cut to size to the correct measurements.
3 mei 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you so much for your kind words and understanding - as a small family run business, we really do appreciate it.
We're really sorry again for the damage caused by the courier during transit, but we're so pleased our team could resolve it quickly for you.
It means a lot to hear that you're happy with the product and that everything was spot on with the measurements as well!
Warm regards,
Pedro
Panels by Sofia
Avoid This Company at All Costs!
Avoid This Company at All Costs!
This was hands down the worst shopping experience I’ve ever had. My order was delayed with no updates whatsoever. The tracking information was completely inaccurate the entire time, showing conflicting statuses or no updates at all. I reached out to customer service multiple times, and not only were they unhelpful—they were rude, dismissive, and clearly didn’t care about resolving anything.
It felt like they just took my money and vanished. No transparency, no accountability, and zero professionalism. I wouldn’t recommend this company to anyone. Save yourself the frustration and shop elsewhere.
6 mei 2025
Antwoord van Panels By Sofia
We’re sorry to hear about your experience, Ravi, but we would like to clarify a few key points in response to your review.
Your order was placed on April 23rd, and our estimated delivery window was April 30th to May 2nd. As confirmed in our emails on April 29th and May 1st, your order was dispatched on May 1st—within the promised timeframe—using free standard delivery. Unfortunately, the delay occurred due to the courier’s scheduling issue, as their driver ran out of operating hours. Your parcel was then delivered the next working day, May 6th, at 10:24 AM.
While we understand how frustrating delays can be, courier services are external providers and not under our direct control. We did our best to provide timely and transparent updates, including confirming dispatch and replying to your messages during our office hours (Monday to Friday, 9AM to 5PM).
At no point in our communication were we rude or dismissive. We’ve reviewed our entire conversation and maintained professionalism throughout.
We are sorry that the delivery delay impacted your contractor scheduling, but your suggestion that we took your money and “vanished,” or that we showed “zero professionalism,” simply doesn’t reflect the facts or tone of our correspondence.
We appreciate all feedback, but it's important to keep it fair and accurate for the benefit of other shoppers.
Sincerely,
Pedro
Panels by Sofia
MEMORABLE FOR ALL THE RIGHT REASONS!
This is a family run business based in North Yorkshire and offering an exceptional nation wide service. The team at Panels by Sofia, were so helpful in supporting our complex project. They exceeded our expectations in customer service, the choice of designs, the advice, plus the ability to manufacture what was required and understood our time frame. It was apparent the whole team cared about our project, offered a very fair price and delivery options. They went the extra mile. Their website, experience, technical know how and can do attitude helped our project. It was refreshing to work with them. We shall use them again.
29 april 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Thank you so much for this lovely review — it really made our day!
As a small family-run business, it means the world to us to hear that our team could support you through a complex project and help make things that little bit easier.
We’re so glad you felt that the whole process was smooth and fair — that’s exactly what we hope every customer experiences. It was a real pleasure working with you, and we’d be delighted to help again whenever you need us.
Wishing you all the best with the finished project,
Pedro
Panels by Sofia
Terrible Customer Service & fake Social Media 'positivity'
We did not receive our delivery on the received date. When queried with the company, a second delivery date was agreed. No order arrived.
On contacting the company, we were given very washy responses and no Formal Complaint procedure to follow, despite requesting this.
Eventually we contacted the delivery company ourselves who confirmed they were confused as Panels by Sofia had put 2 labels on one box and needed clarification. Surely this would have been an easy resolve had Panels by Sofia actually spoken to the delivery company when we originally asked them to?
As per the Consumer Rights Act 2015, it was Panels By Sofia's responsibility to sort the issue with the delivery, not ours. To date no acknowledgement of this shortfall in customer service has been given so we are pursuing through Trading Standards as I am fed up with online companies failing to perform fundamental responsibilities and putting more effort into fake Social Media posts and influencer reviews.
As an aside, I contacted via Instagram to try and get an answer, but as I am not a powerful social media influencer with loads of followers, I'm not worth bothering about.
18 april 2025
Review zonder uitnodiging
Antwoord van Panels By Sofia
Hi Mairi,
Thanks for taking the time to share your feedback. We're genuinely sorry to hear you had a frustrating experience — this isn’t the level of service we aim to provide.
We're a small, family-run business and always try to support every customer personally. Your order was dispatched on time, but there was clearly a delay on the courier’s end. While this was outside our direct control, we’re not here to shift blame — we take full responsibility for your experience and are genuinely sorry for the inconvenience caused.
We use a two-man courier service for some of our panel deliveries to ensure safer handling of the items. While this method offers more secure transport, it can sometimes take longer in certain areas due to less frequent delivery runs. The delivery date provided at checkout is an estimated timeframe, and although we do our best to meet it, delays can occasionally happen.
That said, you’re absolutely right to expect clear communication and timely delivery. We’re glad the order was eventually received, but it shouldn't have taken as much chasing as it did — and we apologise for that.
We currently manage complaints directly via email so we can give each case personal attention. While we don’t have a formal policy document online, we take every issue seriously and respond thoroughly.
Just to clarify as well — we value every customer equally. We don’t prioritise people based on social media presence, and we’re sorry if it came across that way.
We do appreciate your feedback and will use it to help us improve. If there’s anything still outstanding, please don’t hesitate to get back in touch.
All the best,
Pedro
Panels by Sofia
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