I sent a package back to Sandmarc in the US. I used the same box they used to pack the items: Lenses/filters for iPhone that I bought for my friend Umberto. I measured the box and weighed it on a reliable Duronic scale. I used a 1kg weight plate to check the accuracy of the scale. It said 987 grams. Good enough.

Parcel hero wrote to me saying that DHL had audited the package and found it to be bigger /heavier than I've declared! I asked them to send video evidence. They never did.

According to Parcel hero, DHL's assumption seem to be based on nothing but a guessing after just looking at the parcel.

Then Parcel hero insulted me by asking me to send photographic evidence that my parcel was the size and weight I said it was!

HOW?

The box is now in some recycling bin in the USA. How can I measure a box I don't have anymore and weigh items I don't have anymore?

They claim that the parcel's weight was 1.5 kg, not the 1kg that I declared. Actually, the parcel's weight was less than 1kg but Parcel hero doesn't offer an option for grams so you pay the same be the parcel 600 grams or 900 grams. Not fair, is it?

This is what parcel hero says:

"We need 3 or 4 Images that show the size of the box with the label on (Unless the driver bought one with them). The images must meet the following conditions.
* Show a tape measure against each dimension
*... You must use the box and not the actual item...

How can I possibly photograph a box (with the label on) that OBVIOUSLY I don't have anymore?

I asked parcel hero to provide video evidence that my package was bigger and heavier than I've declared. They provided no evidence whatsoever!

Seeing that DHL also didn't provide video evidence that the parcel was bigger and heavier than I declared then I wonder if this is just a way Parcel hero found to charge more for their services.

In any case, it's horrendous customer service.

They accuse a customer of lying and then asked the customer to provide evidence about a product they know the customer doesn't have anymore.

It's the most bizarre, revolting experience I remember ever having with a company and we here received and sent back no less than 300 packages this year alone.

If you are going to send something via parcel hero then make sure to film the packaging, the labelling and then weigh the parcel. If you don't have a scale then you will need to buy one if you want to use Parcelhero' services and feel safe that they won't try to invent extra charges.

P.S. I sent the items back in the same box I received them. I've just found the document from fedex regarding that parcel. It says act weight 1.64 lbs. That is 0.74 kg. I don't have a box as small as the one I used so I put a bigger box on my Duronic scale: 132 grams. So, even if I had used a box bigger than the one I used, the total weight would be 872 grams.

Yet, Parcel hero, without showing any concrete proof, claims that the weight was 1.5 kg! But the real weight was about 740 grams. The listing of items is right there on the shipping document from fedex

that I sent to Parcel hero

Never mind the absurd of Parcel hero's request considering I don't have the parcel anymore. Obviously. And never mind the fact that I did send documentation from fedex showing a weight of 740 grams.

Parcel hero managed to get a box which weighs 740 grams and say that the weight was 1.5 kilos!

Their last email upset me as I had told them to take the extra money and leave me alone but I guess the guy there, Lewis Enfield, just wanted to insult me once again and wrote to say that I provided no evidence despite the fact that I did.

It's easy, checking the documentation I sent to Parcel hero, to see that the delivery from fedex was exactly what I sent back (and I used the very same box).

I checked the specs of the items and found out that their total weight is well below 740 grams so the 740 grams on fedex documentation is clearly the weight of items AND box:

Lens for iPhone 61 grams

3 filters 18 grams each = 54 grams
Travel pouch 152 grams
Phone cases 39 grams x 3 ( they send too many cases. You get free case with the lens etc)

117 grams

The total is 384 grams plus the weigh of a little pouch for filters. Its weight, based on the travel pouch's weight, should be around 50 grams.

But let's make a big round up and say the total weight of the items was 500 grams. Add the cardboard box with less than 20 cm length (items were tight and box was just a bit bigger than the 15 cm travel pouch) and you will understand why the real weight of the package I sent could only be around 740 grams.

Parcel hero accused me of lying in the description of my package's weight. They provided no proof whatsoever. I sent documentation proving that the weight of my package could never ever be 1.5 kilos. Parcel hero just ignored that and charged me extra and took the money from my account.

I will tell you what: With heroes like Parcel hero out there you don't need villains.

If you doubt the many 1 star reviews on here then do a simple test, ring ParcelHero, go on, try. Okay now you've realised that every single phone number you can track is fake, are the alarm bells ringing yet? No, then read on.

So, the 5* reviews, simple, ParcelHero don't physically deliver the parcel, a real delivery company does that and the 5* reviews should really be for them. They pick up your parcel, the handled it throughout and they delivered it. ParcelHero never once saw it or touched it.

Now read the 1* reviews, poor communication, added fees, failed collections and deliveries. The failed collections nd deliveries are normally caused by a failure in communication between the delivery company and ParcelHero, remember that their phone numbers are fake.

Now the added charges, these could be challenged but why would ParcelHero do that, they want your money. Sorry, not want, TAKE it. I guarantee that there are thousands out there that don't check their bank statements and didn't even spot it.

Now to the best bit, try complaining. I have never experienced such atrocious customer service but I can save you the trouble. Reading between the lines says "we have your money so go F%&@ yourself". Oh and the excuses, they are so pathetic I think they take a card to of a hat, unfold it and write whatever it says, irrespective of the truth.

So the choice is yours, use a professional company which incidentally is not TNT/ FedEx or hand over your wallet and your sanity.

If you do still want to use them then please follow these instructions:

1. Photograph a tape measure against the entire dimensions of the package, height, width and length. This is so they cannot suggest that the measurements were wrong.

2. Photograph the exact weight from scales so they cannot claim you under stated the weight.

3. Take a screenshot of their terms and conditions, list of permissible items, exceptions etc everything that you might need to challenge when the delivery goes wrong or more likely the case, you are faced with additional charges.

4. Pay by a Credit Card or PayPal so that you can stop or challenge additional charges.

5. Keep EVERYTHING because it may be a while before you get stuffed with the added charges, even AFTER the delivery. By keeping everything, that INCLUDES the packaging.

6. Do not rely on the stated weights on packaging, yes I know that will be correct, an office chair for instance is very likely to weigh 25kg but ParcelHero may very well claim it weighs over 100kg even though I doubt their agent could lift a 100kg+ box and even though even with someone sitting in it I might not weigh that much. Of a small package that is about 300mm long suddenly stretches to over 4 meters after collection. Read the review and DO NOT GET CAUGHT making the same errors of not having proof.

Finally, it seems ParcelHero are taking more time getting review deleted than they are in resolving their corrupt business process. I have now been called a liar by them to TrustPilot with an attempt to delete a review. THAT TELLS ME EVERYTHING ABOUT THIS DISGUSTING BUNCH OF THEIVES.

DO NOT USE THEM! I REPEAT DO NOT USE THEM!
ASSISTANCE IS DIABOLICAL AND USELESS!

Booked a collection to deliver back to me the night before, all seemed to be booked fine on their site...

Then it BEGAN...

The next day the parcel hadn't been picked up by 6pm... great... Went to look if there was a number to call... NO... Called UPS who they booked though and they haven't got a clue what I'm talking about...

Booked for a pickup on the 29th September for pickup on 30th September and delivery for 1st October, not hard, no?... Well with Parcel Hero think again!

Because I couldn't get hold of anyone after 6pm and no updates on the details and I needed this package picked up ASAP I booked with Parcel Force directly.

Next day got a response FROM Parcel Hero by email saying just click cancel and you'll be refunded... I went to see this magical cancel button but when I clicked it, it popped up saying you'll be charged £6 to do this... NO! Not on so back to email again to explain this is out of order.

In that time I got a call from Parcel Force to say they had been but the parcel wasn't there to pick up... I called the person who packed my item and they said UPS had been and picked it up... A day late plus no updates until the second they picked it up!

After over a week of trying to explain this to the obviously backward none logical mind numbing poor excuse for customer support person (Let's call him Mr P) they thought because UPS still picked up the parcel (even a day late and not what was requested and what I pad for) that I cannot have a refund as they are just a price comparison site... Well who do I get my money back from? UPS? No they won't deal with me because I didn't book through them... Soooooo, I paid for something specific and didn't get it and paid for another service because of the poor communication this company has but its still my fault and shouldn't be refunded...

Still trying but might as well put my head on a train track and wait for the next train to go over my head than try to make this company understand that they are wrong and somewhere their system didn't make this booking correctly and they won't take responsibility for this!

DO NOT USE THEM! AGAIN... I REPEAT... DO NOT USE THEM!

Using Parcel Hero is like not using a condom with someone you just met, you might get lucky and not catch anything but there is a chance you'll get caught out and you'll be paying for it after...

As a consumer psychologist, I feel obligated to share experiences where consumers have been mislead or assist other consumers in making informed choices about the organisations they engage with. In many ways, it's just about protecting people from 'rogue traders'. Parcel Hero is exactly that: a rogue trader... I bought a pick up and delivery service from them to ship a wood burner from the UK to France. The service I bought was a pick up on Dec 2nd and a delivery on Dec 4th. We had booked an installer for Dec 6th. They were 8 days late in delivering the item and I was the one chasing it in France, no communication of the item's where abouts from Parcel Hero. No indication that it was going to fail to meet the delivery date. Here's what you are dealing with at Parcel Hero. They don't have any 'real' people that you can talk to. Just email 'heads' with various names, who respond to your emails very promptly, but don't have any difinitive/helpful answers for you. Interestingly, their advertised phone number doesn't work either, how convenient. When I asked if I could speak to someone at head office, they clearly said it wasn't possible. The number that I was given for TNT in France... didn't work either... They won't give you the number of their drivers to assist in pick up and delivery. There also wasn't any confirmation of pick up from the supplier. You cannot contact anyone... They also have a small problem with telling the truth on delivery dates and their supposed 'communication' with TNT in France. I have taken the matter further as we paid quite a lot of money to ensure the delivery would be on time to meet with the installer. Not only will I share and copy this review extensivley, I am currently in the process of taking a case out against them which involves the the Ombudsman, Trading Standards and Finanical Instituions that process any transactions to Parcel Hero's accounts. Don't be shy about taking a stand here. They try and fob people off with this 'gurantee' nonsense saying that you have to have taken this out to secure any refund. It's totally rubbish and I'm surprised that they are getting away with saying that to people as it's legally not correct in 'contract law'. As soon as someone receives money for an advertised product or service, they are automatically bound in a contract for the 'said' product or service. We will be seeking compensation as they've failed to meet their contractual agreement and therefore are legally obliged to reimburse/compensate. In addition, like many others have said, I have just received an email to say that the weight we paid for is over and we need to pay them a further £38. Read the reviews, this is a standard practice for them. Contact your bank and block them immediately as they will take it out of your card. Please just book directly with the carrier companies or someone else you know you can trust, BUT DON'T have any kind of relationship at all with PARCEL ZERO! Feel free to share this review if it will help others.