Hidden Policies, Zero Communication: Wasted 10 Days on an Unfulfilled Order
Panels & Deco position themselves online as a premier London-based wholesaler supplying residential and commercial interiors across the UK. However, my experience exposed a major disconnect between their consumer-facing online store and how they actually operate.
I ordered two sheets of Luxury White Gold Marble PVC wall panels (£149.90 including delivery) on July 24th, followed by a phone call from the company confirming delivery to my address. After wasting an entire Monday waiting at home for a delivery that never arrived, I called them on Tuesday. Only then was I told my order was "too small" to deliver efficiently. A refund was mentioned, but I declined because their website has no stated minimum order quantity. The representative assured me they would bundle my order with other deliveries in my direction soon, so I agreed to wait.
I called again today, Monday, August 3rd, expecting an update. Instead, I was informed they had unilaterally issued a refund without my knowledge, consent, or prior notice.
They may argue that checkout mentions delivery costs based on mileage, but their website provides no mileage calculator or option to select mileage during checkout. Expecting retail customers to pay, wait, and guess their internal delivery criteria is poor business practice.
The refund returned my money, but it did not return the 10 days I lost waiting for a delivery that was never going to happen. Had they been transparent from day one, I would have sourced the materials elsewhere immediately. To make matters worse, the owner/partner showed complete indifference and a "don't care" attitude when challenged.
I am leaving this review to encourage Panels & Deco to improve transparency on their website and ordering process. If there are minimum order quantities, delivery restrictions, or geographic limitations, these should be clearly stated before customers commit their money and their time.
Unfortunately, based on my experience, I cannot recommend this company. Customers deserve honesty, clear communication, and respect for their time. I received none of those.