Panels By Sofia レビュー 144

Panels By Sofia からの回答

2026年4月2日

We’re very sorry to hear about your experience and understand how frustrating this situation must be.

Receiving the wrong size panel and then facing a delay of several weeks for a refund is certainly not the standard we aim to deliver. We sincerely apologise for the inconvenience caused and for the lack of timely resolution.

Your refund is important to us, and we would like to ensure this is resolved as quickly as possible. Please share your order details with us via direct message so we can urgently follow this up and get this sorted for you without further delay.

Thank you for your patience, and again, we’re sorry for the experience you’ve had,

Panels By Sofia Team

Panels By Sofia からの回答

2026年4月2日

Thank you so much for your amazing feedback!

We’re absolutely delighted to hear that you love the panels and that they were exactly what you were looking for. It’s even better to know you’ve decided to order more—that really means a lot to us!

We’re also pleased that your delivery arrived quickly and on time, and that our customer service team could support you promptly and helpfully throughout. Providing a 5-star experience is always our goal.

Thank you again for your recommendation—we truly appreciate your support!

Panels By Sofia からの回答

2026年4月2日

Nous sommes désolés d’apprendre que votre expérience n’a pas été à la hauteur de vos attentes.

Concernant le délai de livraison, celui-ci est estimatif et peut malheureusement varier en fonction du transporteur et des procédures locales, indépendantes de notre volonté. Nous comprenons toutefois combien cela peut être frustrant lorsque les délais annoncés ne sont pas respectés.

En ce qui concerne les frais de douane, ceux-ci sont imposés par les autorités du pays de destination et restent hors de notre contrôle. Nous reconnaissons que ces frais peuvent représenter une mauvaise surprise, et nous travaillons à améliorer la transparence de ces informations afin d’éviter toute confusion à l’avenir.

Votre retour est très important pour nous et nous aide à nous améliorer. Nous espérons avoir l’opportunité de regagner votre confiance lors d’une prochaine expérience.

Bien cordialement,
Panels By Sofia Team

Panels By Sofia からの回答

2026年4月2日

Thank you so much for your kind words! We're delighted to hear that you had a great experience with our customer service and that you’re happy with your product. Your feedback truly means a lot to us, and we really appreciate you taking the time to share it. Thanks again for your support!

Panels By Sofia からの回答

2026年3月12日

Thank you for your fantastic review! We're delighted to hear that your panels arrived quickly, were well packed, and that you’re happy with the finish. It's great to know everything went smoothly for you, especially after your previous experiences. We really appreciate your support and hope to work with you again in the future!

Panels By Sofia からの回答

2026年3月12日

Thank you for your kind feedback! We're really glad to hear you were happy with the quality and service. We truly appreciate your support and look forward to serving you again in the future!

Panels By Sofia からの回答

2026年3月9日

Hello Anna,

Thank you for taking the time to share your feedback.

We’re sorry to hear that you were disappointed with your experience. All of our pricing is clearly displayed on the website before purchase so customers can review and compare options before placing an order. The panels you ordered were made to bespoke sizes, which do carry a higher price than standard off-the-shelf panels due to the additional labour, cutting, and preparation involved in producing them to a specific measurement.

While some retailers offer standard panel lengths at a lower cost, custom sizing allows customers to receive panels tailored to their space without the need for further cutting or adjustment once they arrive.

Regarding delivery, our delivery timeframes are also outlined at checkout, and we always aim to dispatch orders as quickly as possible while ensuring they are prepared correctly.

We do appreciate you sharing your thoughts, as feedback is always helpful for us to review and improve the experience for future customers.

— Panels by Sofia Team

Panels By Sofia からの回答

2026年2月25日

Hello Tyler,

We’re very sorry to hear about your experience. Receiving panels that are bent or bowed is understandably frustrating. In most cases, this type of bending is caused by changes in temperature or moisture during transit or storage.

Panels are carefully packaged to minimise risk, but environmental factors can sometimes cause temporary bowing. They often flatten once acclimatised to the room conditions before installation.

If there are any issues with your order, we encourage customers to contact us before the panels are used so we can rectify them.

— Panels by Sofia Team

Panels By Sofia からの回答

2026年2月25日

Hello Terry,

Thank you for your feedback.

As outlined on our website, our samples are made from offcuts of damaged panels, so their thickness and size may not always be perfectly consistent. They are designed to give an idea of the colour, finish, and profile, rather than being exact replicas of full production panels.

Rest assured, the full panels you order will always be manufactured to the correct thickness and specification selected.

If you have any questions or would like guidance on thickness options, we’re always happy to help.

— Panels by Sofia Team

Panels By Sofia からの回答

2026年2月25日

Hello Deirdre,

We’re very sorry to read this and completely understand how frustrating this must be — especially when you had arranged a contractor for installation.

While we always provide estimated delivery timeframes and work closely with our courier partners, delays can occasionally occur that are outside of our direct control. For this reason, we do advise customers not to book in tradespeople until the panels have been received and checked, in case of unforeseen delays or any transit damage.

That said, we fully appreciate how disruptive this situation has been for you, and we’re genuinely sorry for the inconvenience caused.

Please contact us directly with your order number so we can urgently investigate the missed delivery and proceed with your requested cancellation if you wish. We’ll ensure this is handled promptly for you.

— Panels by Sofia Team

Panels By Sofia からの回答

2026年2月25日

Hello Yvonne,

Thank you so much for your review!

We’re really glad you were able to take advantage of our January sale — even better when you can grab a great deal 😊

We’re very sorry that one panel arrived with a broken end piece, but we’re pleased we were able to resolve that quickly for you once you sent the photo over. We always aim to sort any issues as smoothly and promptly as possible.

We can’t wait for you to get them installed — we’re sure they’ll look fantastic! If you feel like sharing a photo once they’re up, we’d absolutely love to see the finished result.

Thank you again for choosing us!

— Panels by Sofia Team

Panels By Sofia からの回答

2026年2月25日

Hello Clare,

Wow — what a lovely review to read! Thank you so much for taking the time to share this.

We’re absolutely thrilled to hear that you’re happy with your made-to-measure mini fluted panels — they really do make a statement, and we can’t wait for you to see them fully installed!

Because bespoke panels are crafted to order, there is naturally a lead time involved, so we really appreciate your patience and for planning ahead. We’re also so pleased that our team were able to provide reassurance and clear dispatch information when you got in touch — communication is incredibly important to us.

It’s fantastic to hear that the delivery team looked after you and ensured everything was checked over properly. We work closely with our couriers to make sure panels arrive safely, so feedback like this means a lot.

Thank you again for choosing us and for your kind words. We’d absolutely love to see photos once your project is complete!

— Panels by Sofia Team

Panels By Sofia からの回答

2026年2月25日

Hello Mya,

We’re genuinely sorry to read your review and to hear how frustrated you are with your experience.

We completely understand how stressful it is working to a renovation deadline, particularly over the Christmas period. While seasonal demand and courier backlogs can sometimes extend delivery times, that doesn’t take away from the disappointment of receiving your order later than expected — and especially not in a damaged condition.

We would also like to clarify that the 10% goodwill refund was processed on our side. It appears the payment became stuck in a pending status, which unfortunately delayed it reaching you. This was not intentional, and we apologise that this was not communicated more clearly at the time. We are following this up to ensure it is fully completed.

We’re also sorry if any of our communication came across as rude — that is never our intention, nor the level of service we aim to provide. We take this feedback seriously.

Damage in transit is extremely frustrating for both customers and us, and we are reviewing this with the courier involved.

We genuinely regret that your experience left you feeling this way. If you would be open to it, we would welcome the opportunity to speak directly and ensure everything has now been fully resolved.

- Panels by Sofia Team

Panels By Sofia からの回答

2026年2月5日

Thank you for your feedback. We’re sorry to hear that you’ve been unhappy with the delivery timeline and your attempts to get in touch.

While delays can occasionally occur due to courier demand, we understand how important clear communication is when arranging a return. Our team responds to all enquiries, and during busy periods there may be longer response times than usual.

Please contact us again via email with your order number in the subject line so we can review your query and assist further.

Panels By Sofia からの回答

2026年2月5日

Thank you for taking the time to leave this feedback. We’re really sorry to hear about your experience with the fluted panels — this isn’t the standard we aim to deliver.

The panels should be moisture-resistant throughout the board, and the machine edges should not require excessive sanding prior to finishing. What you’ve described is certainly not typical, and we understand how frustrating and time-consuming this must have been, especially after fitting two media walls.

We’d genuinely appreciate the opportunity to look into this further. If you’re able to contact us directly with your order details and a few photos, we can investigate the batch and work towards a resolution for you.

Thank you again for flagging this — feedback like yours helps us improve both our products and quality control.

Panels By Sofia からの回答

2026年1月27日

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

Panels By Sofia からの回答

2026年1月20日

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.

Panels By Sofia からの回答

2026年1月16日

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.