ParcelMonkey UKReviews 63

Had a time sensitive package that needed to be delivered and although ParcelMonkey were more expensive than others thought I'd take a punt as it was a Next Day service. Took a day off from work and when it came to 4pm I started getting nervous so tried contacting PM. Unfortunately, the only way of doing that was through LiveChat (no way of calling in and speaking to someone). LiveChat was practically no help and told me to wait until 6pm. Needless to say no one came and there was no explanation why and no offer to check with the courier.

Ended up cancelling as having spoken to a few others in my line of work they had the same experience so decided to take my customer elsewhere from these cowboys and ended up paying 1/3 less. AVOID AT ALL COSTS!

TLDR: Always pay by credit card to protect against any of Parcelmonkey's scams and volatile terms and conditions. This way if the service is not as described, your credit card company can open a case against them to recover your funds. Don't be fooled by their ‘you agreed to our t&c's' waffle - if their terms are dubious, they will not be upheld in court. They charged me ~£18 to send roller skates to Europe. The skates got held up in UK customs with no attempts made to contact the buyer or sender. The skates were then bizarrely sent to Parcekmonkey. They didn't go via Parcelmonkey depot, they went directly from me, so I don't know why this was required at all, certainly not an eco-friendly service or company. Then it became obvious why it goes via them - they then charged me an additional £14 to have the skates posted to me under the reason "Dear Sir/Madam, Your item has been returned to us because the recipient refused to pay customs duty." This was a lie that was later admitted - they made no attempt to contact the buyer or myself and I know this as it was my phone number provided to customs. Anyway, no refund given by parcel monkey for either the initial parcel where no delivery or contact attempts were made, or for the subsequent charge to return the item to me. And by the way they limited my response time to have the item returned to me to 21 days - at which point they would ‘dispose' of the item - I. E. sell it themselves on their eBay account. My advice to ANYONE thinking of using this company is to pay by Credit Card because you're really going to need the added protection that comes with using one when dealing with corrupt, scamming companies such as Parcel Monkey. ~£30+ to have some skates sit at UK customs and then returned to me 3.5 weeks later. Official complaint made to Navin Ramiah (MD) at head office, which I won't expect a reply to - not once did my complaints and messages get acknowledged by management, so there'll be a Subject Access Request to follow. Probably going to have to go small claims court if the credit card company don't successfully chargeback, but I will out of principle. Dreadful support staff also.

This company lost 2 out of 4 parcels in less than 3 weeks and did not refund me. Their customer service is dreadful (the write to you like a robot would) and refused to help when I contested a return. An incredibly dodgy company.

I've been using parcelmonkey for several years - July 2019 is the earliest entry on my account page.

I just sent a box of easter confectionary to some relatives - the box was of very good quality and in new condition. Internally it was stuffed with bubble wrap and the brown paper that Amazon use with their boxes.

On delivery the box was so squashed that both sides of the box had burst open, one ripping the box staples that joined it together.

Clearly DPD has put something very heavy on it - even though the box was light itself.

Laughably I choose to pay extra for DPD over ParcelForce as I thought that they were suppossed to be more reliable!

The contents were all broken. OK - so I cannot claim for the confectionary as they list this on their exclusion list (it seems that most things are nowadays).

But I am apparently not even entitled to a refund of the carriage - as the parcel was delivered and so they deem that "the service was provided although the parcel was damaged".

So it seems that I cannot now expect that any parcel I send is not to be mistreated and abused, as that is what has clearly happened here.

A great attitude and a great way to loose customers.

What a joke.

I booked with parcelmonkey for shipping from the UK to Syria. The service they used was DHL. I have an account with DHL and I already know DHL will NOT ship to Syria due to the economical sanctions. I contacted parcelmonkey and asked if they really can ship to Syria and the agent said yes. I even explained to the agent about the sanctions and he confirmed they can ship to Syria. I paid and DHL driver picked up the parcel. After ten days, the shipment had no update at all when i tracked on DHL website. I phoned DHL and asked about it, they said they can not ship to Syria and they are waiting for the monkey to request the return. I phoned the monkey and asked where my shipment was and the stupid Monkey said they tried 2 times to deliver it but no one was at the address in Syria. The address i sent to was a laboratory which opens from 7am to 10pm. I asked the agent if there is any evidence they knocked the door or any photo of the door of the address they reached in Syria but he said they have evidence but they can not show it. One advice i can give to parcel monkey: If you insist to lie to your customers you need to learn how to lie because we are not that stupid to believe whatever you say. I would have appreciated if you said you did not know DHL would not ship to syria. After two lies your agent made, you charged me around £15 for return from your warehouse in UK to my address in UK. You also charged me 3 times more for shipping out. You charged me £87.68 for Syria while the shipping cost to Lebanon (next to Syria) was £28. So i paid you £102 for nothing. What i got in return was two stupid lies and damaged parcel. When i complained you said you need picture of the broken items. Why dont you offer picture of the address in Syria if you say you knocked the door twice while DHL the carrier admitted the shipment never left the uk

Scam company. Paid over £20 for a parcel to be delivered. The courier was DPD who did not provide a payment link for customs to be paid after several requests and promises they would provide it. As a payment link via email was the only way the customs could be paid. ( I even called the countries customs who said the courier DPD would should send a payment link via email as this was the only way the payment could be made) DPD still did not send the link to me or the recipient and after 6 days after numerous calls and web chats therefore customs sent it back to the UK. Parcel was returned to parcel monkey and not myself, then parcel Monkey wanted me to pay another £20+ for it to be returned to me. I had numerous cahrs with their customer service and explained it was not my fault but the lack of DPDs action however they refused to take any responsibility and see no wrong doings by the courier. All they keep telling me is to write a letter of complaint or take legal action. The customer service is the worst I have ever experienced and my career is in the high level customer service sector. I've now paid parcel monkey a total of £46 for nothing.

The company just lost my package and don't give me any explanation.
The only explanation was "Unfortunately we lost your package".
They don't have any responsibility to manage someone's object.

Edit 2021-03-09:
They still saying "Unfortunately we lost your package".

Advice: steer clear pay via PayPal!
Item posted 30/12 with parcel force 24. Their website reports this will be next working day, that said I expected it may be 02/01 although 31/12 is a working day. Item got lost then didn't arrive until 06/01. Given I paid a premium for this service and it was not sold as described, naturally, I wanted a refund, I would have received a better service elsewhere and not had the stress of worrying about losing an important parcel. Parcel monkey have been unhelpful and are selling a service which in their customer responses (*** customer service rep manager) advises the package can take 5 days?! If this is the case it should be advertised as parcel force 'workingweek' and sold as such. I have requested refund from parcelmonkey to no avail. Parcel force will not refund as parcelmonkey took my money not them, which I get. Had I have booked direct with parcel force I would have got 50% refund, Service not sold as advertised. PayPal refunded the full amount a month later after I raised a case with them. Otherwise would have been small claims court out of principle. Parcel monkey should not attempt to defraud customers of their consumer rights by using their t's and c's. Won't use again. Steer Cleer.

Two months on & I'm still waiting for the insurance payout for an item I sold on eBay that was broken in transit to the buyer.

I submitted all the papers needed for the insurance claim on 11 Nov 20 and have messaged ParcelMonkey repeatedly asking for updates on the claim.

I was advised that ParcelForce has had to send a second questionnaire to the recipient as part of the insurance claim.

However the recipient says they completed the first questionnaire six weeks ago (Parcelforce Worldwide Claim WC-******* - Damaged Goods Questionnaire).

This reflects badly on me as a vendor and I have now paid the recipient myself and am out of pocket £125 until ParcelMonkey pays out on the insurance I paid extra for.

My recommendation is to avoid ParcelMonkey at all costs.

Review date 06/01/2021
Run away as far as you can from this service if you're a business. If there was a way to give a zero star, I would have selected that, that is how bad the service is. I've had to deal with so many errors and mistakes. Missed collections, missed deliveries, tracking links not working. And to top it off, I told them in advance that I will miss collections because the tracking link is not updating but they still kept insisting don't worry and I've had collections being missed up to 2-3 days for individual parcels. So collection was made 3 days late and everyday, it was the same story. And when they know they messed up, they don't respond to the ticket, they wait for hours to pass so you really cannot say anything. There is no form of communication over telephone. When you ask to complain, they give a postal address to write to, so the complaint system is dated 2 centuries ago. Beware, if you do decide to use them on a regular basis, remember, you yourself will be working as an employee to keep on top of the orders because their team is useless. I even spoon fed them with the issues and problems and they still couldn't help. The most horrible experience ever. Had to move to another provider as it was effecting me mentally and just kept me angry all day long. And of course, my customers were upset with me because their products were being delayed.

My parcel was returned to my address, instead of being delivered to the correct address. After nearly 2 weeks, their customer service team have yet to offer any helpful solutions.

On a couple of occasions PM have issued us with considerable extra charges after a parcel has already been paid for and sent. They claim it is because of weight discrepancies. Yet we send the same parcel with them using the same courier many times and the weights are always the same and accurate (in fact we always add a couple of 100 grams to be sure).

We will not use PM again because at best they're incompetent and at worst fraudulent.

First and last time I will use Parcel Monkey. I dropped off my package at Fedex on November 5,2020 to start the process to go to EMS. It said it would take 7-10 days to get it to the destination in the Philippines. Last tracking was November 19,2020 arrived in London. No more tracking information after that. It's been 30 days and now it's December 5,2020 and still not arrived. I have written so many inquiries on issues and still no response. What kind of company is this. I would have rather just paid double with FedEx, UPS air DHL to make sure I can track my package or talk to a human being to resolve this issue. HIGHLY UNACCEPTABLE!

Worst service ever. DO NOT USE.

They have lost one parcel (containing very important and dear items) despite me having followed all their package instructions.

Two months down the line chasing them every day for an answer, they still have not replied with a solution.

I seem to be taken from one customer service to another, it is very hard to get in touch with them, they offered me £300 compensation to then re-writing to me saying they need a document first and taking away the offer.

I have supplied the document and are now asking for an additional document.

I have the feeling this is a real scam designed to waste people's time and force them to ultimately give up. But i will NOT!

It is in my full right to receive a reimbursement for the loss of my belonging and I want justice!

I am working full time and due to Covid implications I've had to change home address, hence the need for a parcel pick up. It is disgusting how i am having to waste my time everyday chasing for something they owe me!

To you consumers: please DO NOT engage with this service, it is very bad and staff is very incompetent. A real waste of money and time and still waiting for an answer. I will contact the police next.

The cheap comes out expensive!
TL; DR - They charged me for made up weights by themselves, yet my bank thinks they are right, due to the fact that they've created an invoice with the weights they wanted the parcel to be. NEVER USE THEIR SERVICE! Even if it looks cheap, go with DHL/Parcelforce, initially my parcel costed £78 later on became a total of £256 with their scam.

I've used their service to transfer 2 parcels, I've measured them out, weighed them and booked them to be carried out by parcel monkey. They've used 2 carriers, 1 for UK, 1 for outside of UK. Initially, they do not measure the parcels, yet they declare measurements that are incorrect at parcelforce, later on the parcel is weighed out by DHL and it turns out the actual weight is the one I declared. Later on, I get an email and a transaction from my card of a total of £178 additional charge for 22 kgs more, which they cannot provide an evidence for about a month, with the excuse that the "carrier" is still sending evidence. Finally, they send me as an evidence a scanned parcel, just the outside of it, no details, no weights, nothing.

Well, My package wasn't even sent. I wrote a wrong address by one number and they told me to cancel it. My package was sent to the wrong address to begin with and I need delivery service to get it for me before the house owner throws my package away. Still, not even a single help reached me when my refund needed some process time. Like a lot of people, I live by the pay after each week and don't get a lot of money to rebook it without a refund. Not even a single help like contacting a UPS store to keep it when the house owner thinks of dropping it off at their store or providing any support for me. Denied every request and doesn't care probably until I rebook the damn thing because I am not a customer after I cancel the booking. Talking to them makes it feel like they just hate losing and pretty lazy about their response. They are just inflexible as much as their incompetence. I always hate the braindead service in the west, keep being passive all the time, and don't care about anything. They even insult me after I am saying that "you probably didn't really care" like it is my own fault for writing the wrong address by one number and got no intention to help rebooking customers because I am not their customer yet. What is the point of being on customer service if you can't even send one email to a company or store in association with your company to ask for help with the customer. They know it full well with all the talk we have that if they do nothing, I will lose my package and they will get nothing out of it because I am just one in a million of customers and they can't make an exception or help me with my package. Not gonna think about going back again.
The Review on their own website is probably a scam since They can easily remove negative reviews from it.

Paid for 48 hour delivery, our boxes arrived 3 days late. This we could cope with but when the boxes did arrive they were severely damaged. Whole sides were ripped off boxes and various items were smashed, broken and damaged. We packaged everything in line with the guidance and so we are obviously extremely disappointed with this service.

We took out insurance and this counts for nothing! They are refusing to give compensation for things NOT on the restricted items list. Absolute cowboys. They have broken so much of our stuff and I will have to replace it all myself.