Panda London Reviews

Name: Panda London
Rating: 4.85

4.9 Rating 8,537 Reviews

97 %

of reviewers recommend Panda London

4.9

Based on 8,537 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

Visit Website

Phone:

02089355380

Email:

info@pandalondon.com

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Panda London 5 star review on 5th March 2025

M Mawson

Panda London 5 star review on 11th January 2025

H Blades

B Radomska

Panda London 5 star review on 30th October 2024

K Deam

112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My order still hasn’t arrived! I assumed it was because of the holidays - but am surprised to have been asked to write a review before it’s arrived??”

Helpful Report

“Delivery was nightmare customer service was no better”

Helpful Report

“I hate it it made me have pain all night made my arthritis worse”

Helpful Report

“Pillow too hard for my neck. Been 6 working days and no email yet on how to return when they said 48 hours to expect a phone call on how to return. Not great service.”

Helpful Report

Thank you for your feedback and we sincerely apologise for the inconvenience. Our Calls Team is available Monday - Friday 9 am to 5 pm. We have noticed that you filled out the returns form for your Hybrid Pillow on June 23rd, one of our team members replied to your request on the same June 23rd (we haven’t received any communication from you prior to this). Can we kindly check with you if our reply has landed in your spam folder? We are happy to help you with the return process. Alternatively, please feel free to call us at 0208 935 5380 Mon-Fri, 9 am to 5 pm. Looking forward to hearing from you. Panda Team.

“Hi I've had topper few weeks now I can not sleep on it i hurt all over when get up in the morning waste of money but my grandson. LIKES IS THANK YOU MRS LAMB”

Helpful Report

“The Panda Bamboo pillow is much smaller than a standard pillow, and will not fit standard pillowcases. This information is not easily accessible on the website, you have to really search for it. Very disappointed and will be returning the pillows and pillowcases. Panda do not sell pillowcases to fit, and you won't be able to buy pillowcases to fit elsewhere. Panda say people usually don't use a pillowcase. I disagree, that's not really practical long term. If this information had been clearer I wouldn't have wasted my time with this purchase and now return. I'm posting a review so that others can be aware of this.”

Helpful Report

Thank you for your feedback and we're sorry to hear this has been your experience. We designed the Panda Pillow to be the optimal height, size and comfort after carrying out extensive research into sleep. To avoid overheating, we also ensured the third generation memory foam was utilised correctly and properly. The Panda Pillow has its own removable and washable cover. We recently launched the Hybrid Pillow, which is larger, plus has additional technical features to enhance breathability. We can see the return has been opened and we've just prioritised your refund to ensure this is resolved promptly. If there's anything else we can assist you with, please feel free to get in touch. Sweet Dreams, Panda Team

“Having been using the topper for two months now I can safely say I have tested it thoroughly. When first placing it on our mattress it felt incredibly soft and supportive. It had quite a strong odour for the first week or two which was highly noticeable when walking into the bedroom. The initial issue my wife and I experienced was fairly significant night sweats. In spite of the time of year (Jan/Feb) we switched over to our Summer duvet which has helped. Following this though, and perhaps most frustrating of all is the fact that with the topper on (and I've tested the bed without the topper for 2 weeks) I inexplicably wake up in the middle of the night and find it very difficult to get back to sleep. I then spend the day yawning and feeling tired. Sadly I've had to store the topper away leaving me circa £140 out of pocket. It's such a shame because it's clearly a very well made premium product but sadly its just not for me.”

Helpful Report

“No good for anyone with replacement hips. Very hard on the body and difficult to turn over in bed. Complete waste of money and wish I’d spent it on new wheels for my bike instead. Ditto for the pillo,way too dense and unyealding.”

Helpful Report

“Not received it yet”

Helpful Report

Thank you for taking our call just now and our apologies regarding the courier. As discussed, we are re-sending it today on an Express Shipping service (DPD). If there's anything else we can assist you with, please feel free to get in touch. Sweet Dreams, Panda Team.

“NOT RECEIVING YET!!!!!!!”

Helpful Report

Thank you for your review and we're very sorry to hear this. We have arranged, whilst we investigate with DHL, a re-send via DPD to be dispatched this afternoon and with you tomorrow on an upgraded Saturday service. We'll be in contact with the tracking number. Please let us know if you have any further questions, happy to help ensure the order arrives safe and sound. Panda Team.

“Its like a brick”

Helpful Report

Thank you for the review Osman and we're very sorry to hear this has been your experience. We're going to reach out to you with advice and guidance as we can see the order is quite recent. It can take a short period of time, with consistent use for around a week, for the body and third generation memory foam to adapt. Panda Team.

“We bought a full bed set, the duvet cover arrived without buttons on the closure.. we made contact and were told replacement buttons would be sent out by return (we were prepared to sew them on ourselves). Now 2 weeks on and still no buttons. We have emailed customer service twice with no response. Not the sort of service we expected from a premium product.”

Helpful Report

Hi Anette, thank you for your feedback and for speaking with us on the phone just now. DPD had sent back the buttons as 'returned to consigner' and we've re-sent the buttons immediately. Sweet Dreams, Panda Team.

“March 2021 I contacted Panda as the topper had many issues, a few to mention: the straps didn’t fit and had snapped, the topper didn’t fit. They promised me a replacement and informed me they had put a note beside my account to send me a king size one when they had redesigned it (which Jonathan said they were in the process of doing). Jonathan also asked I change my review that I had left them. Why would I change a review when Panda didn’t resolve this? I realise they were a fairly new company and I’d like nothing more than to give you 5* but sadly I can’t! 10 months on - no replacement and you are ignoring my emails. You may say you can’t find me on the system like other complaints on here and your reply saying that, but I can prove contact if any future potential purchaser is considering purchasing from you. I am still fighting for my full refund! I do not want a replacement now as that time has now passed! Nor would I recommend you.”

Helpful Report

Thank you for your feedback. Jonathan is in communication with you via e-mail about this at the moment. The Topper was not purchased from us but a different seller on Amazon so unfortunately we do not have control over the funds however we have said, as promised, that the Topper (with adjustable straps in the size requested) would be sent as soon as we receive it, as part of our guarantee. As mentioned in the e-mail that you have posted, the product was in development and no date had been fully finalised until the launch of it but we agreed, and we will send as promised. We were expecting it to be towards the end of the year however sadly there had been delays outside of our control. We are expecting this to be with us between Monday and Sunday next week however we wanted to be 100% certain of the date as this had been delayed previously. We have e-mailed you with these details and we can go from there with regards to next steps. Sweet Dreams, Panda Team.

“Give the bamboo bedding one star because can't give it any less. Ordered grey and antique pink sets and fitted sheets, and the pink was nearer bronze. The fitting for the king size quilt cover was at least 10cm too large and made the bed look very scruffy as nothing fitted. Would have returned everything if I'd known about the 30 day return policy, however we bought it in september and by the time we opened it we had passed the thirty day cut-off. It is also very cold when getting into bed in winter, could not let my wife near the review as she would have been far ruder about the product. Shame really as we are very satisfied with our 2 mattress toppers and pillows.”

Helpful Report

Thank you for your feedback Steve and we're sorry to hear this has been your experience with our Bamboo Bedding. The Duvet Cover shrinks by up to 5% so we have accounted for this during our design process to ensure it fits perfectly with the Duvet - we want to reassure you this will change after a few washes. If this does not, we are of course here for you to help with this. Although this is outside of our 30 Night Trial, we are going to reach out to you and have a conversation with you about your experience - something we truly value.

“The 30 night trial isn't without its hassles, seems to be a few hoops to go through to prove that I am not "100% satisfied". It's impossible to remove some stains at 40°C, the white sheets are just going to get worse and worse. The customer service team now say I have to use special detergent just for these sheets but still won't accept a return under the 30 night trial.”

Helpful Report

Hi Gareth and thank you for the review and for speaking with us on the phone. We request images for our Quality Assurance team and the return was not rejected as part of our 30 Night Trial - which we're very proud to offer across the majority of our products. With these photos, we can then improve our customer satisfaction plus our products. We apologise if this wasn't clear from our previous correspondence but want to assure you again the return it proceeding. Sweet Dreams, Panda Team.

“rubbish quality, one of corner straps tore.”

Helpful Report

Hi Paresh and we're truly sorry to hear this has been your experience with Panda. We take our product quality plus high levels of customer service very seriously and provide a 30 Night Trial and 10 year guarantee. We'd love for you to try us again so we'll be in touch to have a chat. Jonathan @ Panda London.

“Didn’t like the mattress topper because it was far too thin and tried to return it on the 30 days return. Phoned multiple times with no answer and even emailed also with no answer. Ended up throwing it out because I didn’t want it, no one wants to buy a used and thin piece of foam and they wouldn’t answer anything. Waste of £160.”

Helpful Report

Hi Chloe, we're so sad to hear the Topper wasn't the right fit for you and we offer a 30 Night Trial as part of our service as every person sleeps differently. We've left you a voicemail as we've had a look a look through our messaging system and unfortunately we haven't located your e-mail and calls under the same details provided to us. We'll send you an e-mail so we can arrange a call. Sweet Dreams, Jonathan @ Panda London.

“Poor customer service, cancelled order and went elsewhere.”

Helpful Report

“Ordered mattress topper on 28/12/2020 and got told it was dispatched and would be received 31/12/2020, even had an email from DPD to say it is on its way. Nothing received so I chased them where I got advised there was an error at their end and they are actually out of stock but will have some back in stock 14th Jan and would throw in a free pillow. Nothing received so chased and update received 18/01/20 saying it is delayed due to Brexit, but order should be dispatched 20/01/20. Nothing received so chased on 28/01/20. Now got told more Brexit related issues so not going to get until mid-Feb. Mid-feb came and went so I chased again. 18/02/2021 - Now got told my delivery had been damaged in transport but new one would be dispatched on 25/02/21 and delivery should be within 2-3 business days. Therefore let’s wait and see if it finally comes (by the way they said there will be a delay in the free pillow now and not had any emails from DPD yet which is strange) but in all honesty it is really disappointing that a) they don't provide updates to their customers, you have to chase them every time, b) blaming Brexit. How long have we known Brexit is coming? Irony of it all is that I’ve been sent an email from Panda to post feedback on my item when it has not even yet been delivered. Been waiting over 2 months now - not acceptable and neither is the poor customer service”

Helpful Report

“The pillow arrived very promptly. Unfortunately I needed to returned it as it was too high for me and increased my neck pain. Upon requesting a return I was told due to high demand that I shall need to wait but someone will get back to be. I month or so later I followed this up but no action taken. Nearly 4 months later I still have a boxed up pillow with no refund. Very disappointed in the company.”

Helpful Report

Panda London is rated 4.9 based on 8,537 reviews