I received a partial delivery and notified Panda Drum Customer Service, Sara, of this fact. She was prompt and interested that I would received what I ordered and paid for expeditiously. She provided tracking numbers and kept in contact to make sure all was going to be OK. Very good service.
Date of experience: December 21, 2024
Reply from Panda Drum
Hi Dona,
Thank you so much for your kind words! We're delighted to hear that Sara was able to assist you promptly and ensure you received the support you needed. Providing attentive customer service and clear communication is something we deeply value, and it’s wonderful to know your experience reflected that.
If there is anything we can do better, we will be happy to hear your thoughts!
I bought a Panda Drum for our autistic grandson and his sister. They LOVE IT!!! Then we received another one with someone else’s name on it but our address. After contacting the company and having some lovely exchanges they gifted it to my 96yr old mother on Hospice. It would make a wonderful addition for nursing homes and Hospice music therapy. I can’t say enough good about this company.
This is my first time writing a review on anything. BUYER BEWARE THEY SAID MY PANDA DRUM WOULD ARRIVE WITHIN 7 BUSINESS DAYS. IT’S BEEN 7 BUSINESS DAYS AND MY ORDER HASN'T LEFT - CHINA! THEY CLAIM THEY SHIP FROM THE USA. THEY TOLD ME THEY DIDN’T KNOW WHEN I WOULD GET MY ORDER! THEY’RE WEBSITE NOW STATES SHIPPING WITHIN 48 HOURS! THEY ASKED ME IF I HAD ANY ALTERNATIVE SOLUTIONS - TO THEIR NON-SOLUTION. I SAID YES! SHIP ME A NEW ORDER WITH EXPRESS SHIPPING- PROBLEM SOLVED. ANY COMPANY WOULD GLADLY DO THAT. CANCEL ORIGINAL ORDER AND PLACE NEW ORDER WITH EXPRESS SHIPPING. THEY FLEW RIGHT OVER THAT ! THE OLD - WELL WE HAVE XMAS DELAYS- AND THEY SAID - A FEW ORDERS ARE DELAYED - AND MINE’S ONE OF THEM! YES THERE ARE XMAS DELAYS YET THEY HAVE NO IDEA WHEN I WILL GET IT ! THEY CLAIM THEY’RE GIVING ME A 10% CREDIT - $25 OUT OF $250. BIG DEAL. TOTALLY UNACCEPTABLE ON SO MAMY LEVELS. I’M SURE THEIR COMMENTS WILL BE ROSY YET ZERO SOLUTIONS. ARE THEY LEGIT? I DON’T KNOW YET I DO KNOW YOU SHOULD STAY AWAY !! THERE ARE MAANNYY DRUM COMPANIES OUT THERE EARNING FOR YOUR BUSINESS.NO ONE NEEDS THIS HEADACHE! YOU COULD BE WAITING FOR YOUR ORDER - INDEFINITELY. TOTAL SHAM
Date of experience: December 17, 2024
Reply from Panda Drum
Dear Theresa,
First and foremost, we want to deeply apologize for the frustration and disappointment you’ve experienced with your order. Your feedback truly matters to us, and we are sincerely sorry that we didn’t meet your expectations in terms of timely delivery, communication, and overall customer support.
We completely understand how important it is to receive your order on time, especially when it’s a special gift, and we’re sorry that we were unable to provide you with more accurate and timely information. While we do our best to fulfill orders within the expected timeframe, the holiday season has unfortunately led to delays, and we regret that your order was affected.
We also want to sincerely apologize for how the situation was handled. It’s clear that we fell short in communication, and we understand how frustrating this must have been for you. We will be addressing this internally and working with our support team to ensure that all of our customers receive the assistance and respect they deserve moving forward. Our goal is always to make sure our customers feel heard, supported, and valued—and we clearly missed the mark in your case.
As part of our effort to make things right, we did offer you a full refund for the inconvenience, and we’re following up to ensure it has been processed successfully. If the refund has not yet been reflected in your account, please don’t hesitate to reach out to us directly, and we will prioritize resolving this for you.
We’ve also been closely monitoring the tracking for your order to make sure we do everything we can to get it delivered as soon as possible. If we can do anything further to help, please reach out.
Once again, we are deeply sorry for the frustration this has caused, and we truly appreciate your feedback. Thank you for your patience, and we hope you will consider giving us another chance to provide you with the service you deserve.
I purchased 3 Panda Drums as Christmas gifts and one of the bamboo sticks broke Christmas Day. I reached out by email and by the next morning, the company representative replied a new set of sticks was on its way! Now, that is good business practice and not always followed anymore!
I ordered one for my self and loved it. So I then ordered one for my Son’s family and one for my Daughters family. My Daughter in law says she’s obsessed with it she loves it so much. My daughter loves it also, she says she’s obsessed with loves the sound and she doesn’t mind her two boys drumming on it and learning to play it. Also, the company is very attentive and quick to answer any questions I had.
Responded immediately to an email that I sent to customer support team. Love, love my Panda Drum Pro, it is just AMAZING. Customer service is excellent. I’m so excited for my journey ahead learning to play my Panda Drum.
What made my experience GREAT was the fact that EVERY time I emailed customer service with a concern, they replied back to me immediately. I was completely satisfied with the way that my concerns were handled....
Lucy and her team responded promptly to address and correct the problem and they are shipping us 2 new drums! Thank You ! I purchased 4 drums as gifts and received them today however the package I received only contained 2 drums and the box was soaking wet and it was wrapped in plastic. I was in my driveway when the USPS delivered the package and the USP worker handed me the package and said it was wobbly. I open the wrapping to find 2 wet panda boxes which has a moldy odor. Obviously the person that packaged this was aware of the problem. Can you please provide a phone number that I can call ??
Date of experience: December 01, 2024
Reply from Panda Drum
Dear Betty,
We’re truly sorry to hear about the issues you’ve encountered with your order. Receiving a damaged package and only part of your shipment must be incredibly frustrating, especially when these are gifts for your loved ones.
We wanted to let you know that we’ve been trying to reach out to you via phone and email to assist you promptly. Please check your inbox and voicemail at your earliest convenience so we can resolve this situation as soon as possible.
Regarding your order, due to its size, it was necessary to ship it in two separate packages. The remaining two Panda Drums are on their way and should arrive within the next 24 hours. We apologize for any confusion or inconvenience this may have caused.
As for the condition of the package you received, we take this matter very seriously. We’re coordinating with our shipping partners to understand what happened and to ensure it doesn’t occur again.
Your satisfaction is our top priority, and we’re committed to making this right. Please get in touch with us when you can, and we’ll be more than happy to assist you further.
Follows up with concerns. Answers questions in a timely manner.
Date of experience: December 19, 2024
Reply from Panda Drum
Hi Kathy,
We're glad to hear that you appreciated our follow-up and timely responses. Providing attentive support and addressing concerns promptly is something we truly value.
If there is you would improve, please let us know! We remain at your disposal.
My Panda Drum was a Xmas gift to my daughter. She’s 60 years old and has started going to drumming get togethers. She loves it. I wanted her to be happy with her present. She was more than happy ! She just burst into tears and cried. It was the best gift I could ever have given. Thank you, Panda Drum 🥰
I’m very impressed with the quality of the drum and just as important, the customer service. They are very communicative, helpful and transparent. Would not hesitate to recommend them.
I bought panda drum on July 6, and they never sent it. They stole my $125.96 and refuse to answer any emails from me. My son bought me this because I’m dying and he thought it would give me peace. Instead I’m angry, frustrated and ready to sue them. Don’t buy panda it’s a scam
Date of experience: July 06, 2024
Reply from Panda Drum
Hi Jeanmarie! We sincerely apologize for the inconvenience.
We tried giving you a call, please call us back whenever you get a chance.
We'd like to make this right for you ASAP!
It seems that the package has been returned to sender from your local post office.
EDIT: After the initial mistake in the address, your Panda Drum has been delivered after we confirmed with you on the call!
I bought the panda drum because I need another way to have less stress in my life, so using sound and music is relaxing and quieting my 'monkey' mind. Communication from the company has been excellent.
Date of experience: December 16, 2024
Reply from Panda Drum
Hi Rita,
Thank you so much for sharing your experience! We're so happy to hear that the Panda Drum is helping you find relaxation and calm your mind. Music and sound are truly powerful tools for stress relief, and we're honored that our drum is part of your journey to a more peaceful state.
We're also thrilled to hear that you've had a positive experience with our communication. We’re always here to help and make your experience as smooth as possible.
Wishing you continued relaxation and joy with your Panda Drum!
I’m so pleased with the Mini Panda drum. It is beautifully crafted and the sound it produces is absolutely stunning. Also, I’m happy to report that the company’s staff provides exceptional customer service. This was my first purchase from Panda Drum, but it won’t be my last.
Date of experience: December 09, 2024
Reply from Panda Drum
Dear Bonnie,
Thank you so much for your wonderful review! We’re thrilled to hear that you’re pleased with your Mini Panda Drum and that the sound it produces has impressed you.
It also warms our hearts to know that our customer service met your expectations. We strive to provide exceptional support, and it’s always rewarding to hear that our efforts have made a positive impact.
We look forward to serving you again in the future!
Drum is excellent quality, sounds beautiful when played! I did have an issue with the box being damaged on shipping and it damaged the zipper of the bag. I couldn’t get the bag opened and had to cut the bag to get the drum out. Customer service responded immediately to my email and sent a new bag. Customer service is top notch for this company and I highly recommend panda drum!
Date of experience: December 05, 2024
Reply from Panda Drum
Dear Krystal,
Thank you so much for your thoughtful review! We’re thrilled to hear that you’re enjoying the quality and sound of your Panda Drum. It means a lot to us that you're happy with the product!
We’re truly sorry for the issue with the damaged box and zipper on the bag, but we’re glad our customer service team was able to assist you promptly and get a replacement bag sent your way. Your satisfaction is incredibly important to us, and we strive to address any concerns quickly and effectively.
Thank you again for your kind words about our service and for recommending Panda Drum. We look forward to serving you again in the future!
Customer service was exceptional Received drum in a few days after ordering and unfortunately the zipper on the protective cover was broken Called cs and no questions asked replaced immediately Thanks again
Date of experience: December 10, 2024
Reply from Panda Drum
Hi Tom,
Thank you so much for your kind words! We're thrilled to hear that you had such a positive experience with our customer service. We take pride in ensuring our customers are always taken care of, and we're glad we could resolve the issue with your protective cover quickly.
If you ever need anything else or have any more questions, please don't hesitate to reach out. We're here to help and hope you enjoy playing your Panda Drum!
Initially, I had a problem with the shipping schedule, but Margarita, a Panda Support Manager, addressed my concerns and continuously kept me informed of my Pro drum's whereabouts until I received it. She then wrote again to ask whether I was happy with my purchase, and to solicit any constructive criticism I might have had.
I can say that I believe the drum to be worth what I paid for it, and that Panda's customer service is some of the best that I have ever received, whether from a company abroad or locally.
Date of experience: December 07, 2024
Reply from Panda Drum
We’re sorry to hear that you’re feeling frustrated with your delivery. As stated on our website, during peak seasons like Black Friday, Cyber Monday, and the lead-up to Christmas, delivery times can run a bit longer due to the high volume of orders. We allow up to 4 business days for processing and up to 8 business days for delivery. Your order is still within this timeframe, though there may be a slight 1–2 day delay due to the seasonal rush.
We also want to note that we have no record of any prior messages from you. If you have concerns or need a status update, please feel free to reach out to our customer support team directly. We’re here to help and can often provide more detailed information or offer alternatives if needed.
We appreciate your patience and understanding as we work to get your order to you as quickly as possible.
Wonderful soothing sounds. The first song I was inspired to play was, SUKIYAKI... by KYU. Quick service, beautiful Panda Drum Much gratitude, appreciation and thanks 💖
Date of experience: December 05, 2024
Reply from Panda Drum
Hi,
Thank you so much for your lovely review! We’re so happy to hear that you’re enjoying the soothing sounds of your Panda Drum and that it has inspired you to play such a beautiful songs.
It’s also great to know that you were pleased with our quick service. Your kind words mean a lot to us, and we’re grateful for your trust in Panda Drum.
If you ever have any more musical inspirations or questions, don’t hesitate to reach out. Wishing you many more wonderful moments with your Panda Drum!
We had problems with the delivery due to the packaging service, but the people at Panda drum were very helpful and kind and helped us all to way through. Because of their help we finally received our lovely Panda Drum!
Date of experience: March 02, 2024
Reply from Panda Drum
Hello Bastian,
Thank you for sharing your experience with us! We’re so glad that our team was able to assist you and resolve the delivery issues. We understand how frustrating shipping delays can be, and we’re happy to know that you finally received your lovely Panda Drum!
Enjoy your order, and thanks again for choosing us!
