Panhomestores Avis 

Subject: Formal Complaint Regarding Unprofessional Customer Service and Delayed Delivery

Dear PAN Home Team,

I am extremely disappointed with the unprofessional service I have experienced from PAN Home. This was my first purchase from your company, and unfortunately, it has been a very unpleasant experience. I previously purchased furniture from IKEA and Homebox, where the service, professionalism, and customer experience were significantly better.

While purchasing a dining table for my mother, I explained to your team that the delivery was urgent. I was asked to pay AED 300 for an earlier delivery, which I agreed to. I was then assured that the delivery would take place on Saturday between 10:00 AM and 12:00 PM.

Although I understand that occasional delays can happen, it is now almost 3:00 PM, and I have received three separate calls from different team members without any proper resolution. When I contacted the delivery driver, I was informed that he could only arrive after 7:00–7:30 PM. Your customer service team assured me that the matter would be handled as a priority, yet no one has provided a satisfactory solution.

I had clearly informed everyone involved that I needed to leave my home by 3:30 PM. Despite this, I continued to receive suggestions that the delivery might arrive after 4:00 PM, 4:30 PM, or even 5:00 PM. How can this be considered a solution when I have already explained that I will not be available to receive the delivery?

What disappointed me most was not just the delay, but the arrogant attitude, illogical responses, and lack of basic courtesy and accountability demonstrated by some members of your team. Customers should feel respected and supported, not as though the company is doing them a favour.

PAN Home should understand that customer service is about valuing customers, communicating professionally, respecting commitments, and finding practical solutions when problems arise. Simply having multiple warehouses and large retail outlets does not establish a reputation for quality service; the customer experience does.

I strongly encourage your management to learn from the service standards of IKEA and Homebox and take immediate steps to improve your team's professionalism, communication, and delivery coordination.

This experience has seriously affected my confidence in PAN Home, and I regret making this purchase. Unless there is a meaningful improvement in how customers are treated, I would be very reluctant to purchase from your company again.

I request that your management look into this matter urgently, take responsibility for the inconvenience caused, and provide a proper resolution.

I hope PAN Home will take this complaint seriously and recognise that retaining customers requires politeness, accountability, and respect—not just making sales.

Regards,
Disappointed Customer

We ordered a whole bedroom set via the online store, set to be delivered today. On Tuesday evening, we get a phone call to confirm the delivery.

Then today, out of nowhere, the order is cancelled.
We call them, and customer service obviously has no clue what is going on either and tells us it's not "cancelled" but will be delivered tomorrow instead which we did not consent to or were informed off.

This is unacceptable and unprofessional behaviour. We set the delivery date for today for a reason. My husband took time off work for the delivery, we informed security that a delivery would be made today.

They took our money and we have no idea if we'll even get the furniture we ordered delivered at all at this stage since the order is still officially "cancelled" according to their website.

I made an order online and the driver apparently forgot to deliver nor inform me about rescheduling on 7th October till I had to call the contact centre to make my complaint the next day and only after that the driver called and asked to reschedule to a specific day 10th October which I accepted under the condition that delivery would be made morning time, finally after all this delay again there was no notification of delivery on that day till again I call the contact centre which was useless and couldn't ensure that my complaint is heard however again I have been informed that the delivery will be after 4pm only. This is absurd and irresponsible, I expect better customer service from PAN HOME ONLINE SERVICES.

very bad experience didn’t respect the customer after sale if somthing missing or wrong they will ignore you u called them several times and they didn’t solve my problem

Writing this deeply saddened!!! Was a good customer to this company probably due to not having issues, I got sent a broken table and the company service team I have been appalled at!! From refusing to call me to discuss a full refund and refusing to send it via a written amount!! Has made me quickly realise these complaints are actually a true reflection on this company! They have lost a potential long time client! I now highly DONT!! Recommend this company with how they deal with customers and therefore if reading this, Homecentre, and IKEA is only a website away from saving you a headache! If reading this before buying consider yourself lucky! my last ever purchase at this company until they learn how to deal with customers

Absolutely dreadful. I ordered a new sofa from Pan Home. When it arrived it had a large scratch along one side.
When I called up to complain, I was told this was the display piece out of the showroom.
The same show room where kids run around and jump all over everything!
I couldn’t believe I paid for a brand new item, just to be given a damaged second hand one!
After about ten phone calls they finally agreed to replace the damaged item…..with one they had just found in the warehouse….!
what a disgrace this company is to the UAE!
Avoid this company at all costs!

Delivery is horrible!!! Doesn’t deserve even a one star at all!!! I have 2 orders online, and both were not delivered on time. They called me after 10pm😡😡😡 like duh do you think the security will allow you to deliver at that time? Pan home management and delivery team really sucks!!! Highly do not recommend this stupid store…they cannot handle deliveries properly!!!!!

Paid for two dining tables in error, before delivery i notified them so they would cancel one of the orders. They delivered one and did not refund the second. Its been over 1month i have been asking for a refund 2500 rs no response, to complaints or emails.

I purchased a marble table last August, and within two months, the resin top coat began to peel. Due to an extended absence from Dubai, the table remained unused for several months during this period. Upon my return, I requested that the company either repair or replace the unit; while they did reapply the resin, the issue recurred within 30 days. The company has now refused further remediation, citing wear and tear, despite my assertion that this is clearly a manufacturing defect. As the issue remains unresolved and the table continues to deteriorate, I cannot recommend their products or services.

They made me wait for 50 minutes to get the last piece of a fountain on a Monday morning . There is so much staff in Sharjah Zahia pan showroom but it’s a pathetic service . I requested them thrice to check why the delay is taking place .

Goede levering en een prachtige koekenpan

Absolutely awful!!
Ordered over a week ago, waited all week for delivery. Got a message in the morning saying delivery will come today expect a call from driver 60 minutes before delivery. Nothing all day! I call customer service, table out of stock!!!! Not informed once through the week and it took me waiting until the being to check where my delivery is for them to tell me it’s out of stock! It’s beyond a joke. Terrible. Told me to order a different table and can use that as credit to my account but earlier delivery now is September 7th! Said absolutely not need next day delivery or just refund me and never hear or order from you again. Just a ***t show. Never experienced anything like it.

When we ordered a chest of drawers it started well but after 1 hour one drawer collapsed. The quality of the materials was really bad and the railings were really thin and substandard. We wanted to return it and get a refund but at the end I was told that they will try to fix it but no refund. After customer sale service should be changed.

Een tuinslang besteld die al na drie weken stuk was. Netjes terug gestuurd en wilde geen nieuwe omdat ik tot 3 maal toe daar een tuin slang had besteld en ieder jaar stuk ging. Wilde restitutie. Nou, dit heeft 6 weken geduurd voordat ik eindelijk het bedrag terug kreeg. Zeer slechte communicatie geweest terwijl ik in emails toch heel erg duidelijk ben geweest. Geen aanrader!

PLEASE READ REVIEWS BEFORE ORDERING.

Ordered an artificial plant with textured pot. They only gave the plant and refused to provide the textured pot they had advertised in both description and picture.

1 is the lowest star to be given to submit the reviews otherwise I won't even give that. Made an order for Bathroom cabinet, it came with missing pieces plus absolutely no user manual on how to assemble it. Tried calling them for 4 days straight and they have no interest to share the user manual. When I asked to return the product, the pickup will take 4-5 days and the refund will take 7-14 working days. Horrible experience will never order from here again. Please choose Ikea, Homebox or even Danube home is good. Avoid Pan Home.

Order date: 10/01/2025 (Winter)
Complaint date: 04/22/2026 (before summer)

After 4 months of use, the rubber started to crack on both seats and only one color (so its clearly quality control issue). This is supposed to be for outdoors use. The last 4 months were winter, not even summer weather!

When I raised a complaint, the customer support was rude and said they cant take responsibility for this as it looks like a knife cut! The audacity!

They left my complaint "pending" until now - Its 20/July, no one came to inspect and did not even care for their customer!

Never again Pan Home! I hope you read this, as I am not going to waste more of my time reaching you!

Worst quality products, i order cupboard but its so thin like paper it all get loose and open from all side within a week its so expensive but very very bad quality i throw 1000 cupboard to Garbage broken into pieces within 15 days.please check review before u buy anything from panhome

Extremely bad and poor quality product. I bought a mattress and even though we got it exchanged still its so so bad and uneven mattress, its been few weeks only and we have to discard it. Wastage of money.

Absolutely unacceptable experience with Pan Home.
We ordered a complete bedroom set for my daughter, and the delivery arrived incomplete. The wardrobe is missing the rod to hang clothes, making it impossible to use. On top of that, the standing mirror that was part of the order was not delivered at all.
Because of this, my daughter's clothes are scattered all over the house, and we have no proper place to organize them. We were then told that the missing wardrobe rod will only be delivered on Monday, which means we are left with an unusable bedroom for days.
This is basic quality control. Before any furniture leaves the warehouse, someone should check that all parts are included. Customers should not have to deal with missing pieces and incomplete deliveries after paying for a brand-new bedroom.
Very disappointing service and a stressful experience. I expected much better from Pan Home and cannot recommend them based on this experience.