Denver
Order number: TPH871376
I’ve been waiting close to 45 days to get a tracking number. After calling customer support and emailing half a dozen times I got an update that the walnut panels I ordered are on back order and aren’t expected to ship until the end of the January—not at all what the website said when I ordered. I have requested to cancel the order and receive a refund and they just keep giving me the run around about it both on the phone and through email. I don’t see the problem given the order hasn’t shipped yet. This company seems like a scam at this point. I’ll update this if they honor my request for a refund. UPDATE 1/20: After emailing customer service this review last week I was able to secure a refund which appeared in my account today. Overall, it seems like their website is making delivery promises they can't meet and failing to communicate that to customers. Their customer service line lied to me multiple times when I called to ask about a tracking number, then lied to me about their refund policy. I basically had to extort them with this review and the threat of more before they took my refund request seriously. Then I received an apology and they offered a 10% discount! lol--to which I said no thanks, then they offered 40% off--to which I said no thanks, then they finally said they would refund my order, and wanted to know if I would update or change the review once I got the refund. So, I can't in good conscious recommend doing business with them, and I can't comment on the actual product. However, I did get a refund and an apology. So, I'm going to update my review to two stars.
Response from The Panel HubJan 14, 2026
Hi Denver, Thank you for sharing this. I’m truly sorry for the delay and for how frustrating this has been. That’s not the experience we want anyone to have, and I completely understand why you’re upset. For Order #TPH871376, you’re right that waiting this long for a tracking update is unacceptable, and we also should have communicated the backorder status and revised ship timeline much earlier and more clearly. On the cancellation/refund request: if the order has not shipped, we can absolutely review it immediately and confirm the correct next step without any runaround. Please reply here (or email us) with the best email address to reach you and we’ll locate your order right away and provide a clear resolution either: * confirming the refund/cancellation, or * If you prefer to keep the order, confirming the exact shipping date and sending updates until it leaves our facility. We’d really like the chance to make this right and restore your confidence. Best, Freddy Thepanelhub.com