Pannier Reviews 

Based on other reviews it seems that if a trip does go ahead without hiccups people are happy with them but if its about anything going awry, cancellations, refunds or unpleasant consumer experiences however straightforward then they couldn't care less. Expect to be ghosted, gaslit and condescending responses.

The number they offer to discuss accessibility needs for their events doesn't even exist, the email I had no response from which is disgusting and discriminatory. That's a massive red flag for a company essentially looking after you in often unfamiliar territory.

Roamer Sardina was planned for May '23 - a 3 day international event and cancelled 36 hours before start due to bad weather. We can't control the weather so no qualms there but no forewarning whilst discussing peoples safety with the local authorities prior to this and extremely poor updates getting sign up fees back to people.

It took well over 2 months and endless chasing to get my £300 sign up fee back, practically doing their job for them in the process despite having all the information they needed if they could just read the emails properly.

Stefan Amato, founder of Pannier offered out his work number yet ignored every single phone call, eventually resorting to cancelling my calls.
No response to emails, no response to WhatsApp messages, just the odd sporadic one liner 'it's getting sorted' before nothing happens.

It took the threat of consumer credit law and a formal complaint to their basecamp[at]pannier.com email for Stefan Amato to respond, which he then did immediately, made multiple claims the information I provided for them to rectify the issue was incorrect, before going quiet once again.
I sent myself some money via PayPal to double check the original payment method was receiving funds and no problem there, yet it seemed to be for them.

It was an accountant specialist from the Seller Royal Group that finally made a simple bank transfer as an alternative I suggested after Stefan Amato claimed they tried but couldn't do that either, or rather couldn't be bothered to.

Only in the final week before funds sent back did they attempt any of these methods. 9 weeks of inactivity.

Any event organiser/business that has no regard for its customers or their welfare when something goes wrong and signs off with "I don't have the capacity to deal with this" after 2 months of chasing him is not worth your precious time people, let alone your money.

do NOT NOT buy from this company. its the worst customer service i ever experienced. I purchased an expensive product that arrived faulty, and now several months after I have STILL neither received a replacement item nor instructions of how to return. Essentially I am left with an unusable product. I am going to file an official complaint on this company.

Avoid buying anything from this company. I returned some sandals to them almost a year ago and have emailed them 6(!) times now asking for confirmation of receipt of the sandals. No reply! They are breaking their own T&Cs, is this even legal?!

Another company with zero customer service. Ordered a product - cancelled an hour later as realised the size they listed was US size (why not convert?). No answer to email, so emailed again. No answer. Then I receive an automated email to say the item had been dispatched. If you take peoples’ money you need to answer their emails. I’ve now got the hassle of sending this item back.

I do not recommend shopping at Pannier. A few months ago, I ordered something from Belgium. On their website, it was explicitly mentioned that I did not have to pay import costs. However, when my package arrived, I had to pay an additional €50. I explained the situation to Pannier. They admitted to be in the wrong, and said they would try to refund some of the extra costs. However, I have not heard from them since over the past few months, despite several reminders. I am going to file an official complaint at the European Consumer Centre, and advise anyone with a similar experience to do the same.