ParcelMonkey UK

Sent parcel to Poland beginning of March, several days later was returned on 25th March. This was due to Covid and businesses being closed. DPD said so via an email that parcel was automatically returned.
12th June my parcel has arrived in Southampton with me having to pay another £17 to have it returned to me as seemingly I wrote down the wrong address.
I have emails from DPD proving otherwise.
Parcel Monkey say its my responsibility to make sure businesses are open before sending. It WAS!
STAY AWAY

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.

After booking a delivery twice inadvertantly due to losing internet connection on first booking. Redid the booking and only one transaction showed up when checking out. Two minutes later two delivery notes arrived via email. Also two payments had been taken. I immeadi atly cancelled one and contacted them. My account shows one as having been cancelled and only one as delivered. Even after they have admitted the discrepancy and the paperwork that is on their system I cannot back my money back. It's just reply after reply. I willl never use them again. You cannot contact them and I have asked how two pay, ends were taken when only one showed on my basket when booking out. Beware they are awful to deal with

Absolute rubbish! AVOID THEM AT ALL COST.
I booked through them a service with DHL Express. My parcel was held up. When I called DHL they told me the parcel was actually handled by another company, not them, and to get in touch direct. This third company told me they could not deal with me direct as I had booked via Parcelmonkey and they would only accept instructions from Parcelmonkey. Parcelmonkey said they could not do anything a they are only a liaison between me and the courier.

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.

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.

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.

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.

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.

Mixed feelings about Parcelmonkey, customer service is a joke! Have used them several times, but twice they've messed up big time. They promise next-day collection and delivery services, but then couriers fail to arrive - so ends up being 'rebooked' and the delivery has ended up being three days late as result. Parcelmonkey don't have a telephone number and hide behind online messages, there isn't even a 'live chat' (which they say they have, but it isn't there now). When I reported the problems they just replied back with a big list of legal T&Cs saying they were not responsible. Doesn't seem like a great company policy to me to take no responsibility for what your business is supposed to deliver. I had to ask three time for them to escalate the issue, which they said they did, but then I never heard from them again - they just ignored all my follow-up messages and requests. If you want a reliable service with customer service AVOID PARCELMONKEY, do yourself a favour and use another service.

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.

Strong advise against using this parcel broker, go direct to the courier. Dubious and suspicious recharges. Very Poor.
AVOID

Parcelmonkey did not deliver my package to China back in March 2017. When I finally got enough information from Shanghai, China customs I had been informed the parcel had been sent back to the UK on the 22nd of May. 1 month later my parcel has not been returned to the sender address and Parcel Monkey keep responding with 'We'll look into it'. I need my items back safe and sound. I suspect that they've lost my package but won't admit to it. Terrible service, terrible communication all around. I will not use again and strongly recommend customers to buy DIRECTLY through a courier service directly and NOT a middleman like Parcelmonkey.

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PS - As you can see in the screenshot attached this saga began in March 2017. As of today the 22nd of June 2017 I have yet to receive the returned package back to the UK
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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.

Made the error of entrusting Parcel Monkey with shipping my personal possessions internationally. Supplied the relevant documents for international shipping to no to avail as Parcel Monkey never ensured that the carrier received them. At the time of writing my possessions have been delayed for 11 weeks. For the past two months they have been sitting in Parcel Monkey's depot with daily promises from Parcel Monkey that the case has their highest priority, yet nothing happens. Parcel Monkey has not been able explain why the consignment remains in their depot though they have supplied me with photographs of the parcels as evidence that they have not destroyed them, but only slightly roughed them up. For that, they fully deserved the one star in this review.

I repeatedly asked Parcel Monkey's help desk to escalate the case to a manager and to place me in contact with said manager. After 10 weeks I finally received a message from an employee who presented as a manager. True to form they offered no help. I sent Parcel Monkey a formal complaint, which they ignored.

Having had the misfortune of dealing with Parcel Monkey on more than one occasion, my experience is that Parcel Monkey's business model is designed to minimize customer service and shrug off responsibility for the safety and timely delivery of the objects you ship using their service. Add to that, that in many instances Parcel Monkey seem to not understand the mechanics of international shipping, neither does the company possess adequate insight into the infrastructure or operation of the subcontracted carriers they use, and this leads to serious problems for their costumers as you can verify by reading just about any review site. I take issue with the authenticity of the majority of positive reviews of Parcel Monkey, and I suggest that you carefully read through a selection of them and notice the amount of anonymous posters and repeated, superficially varied posts before you take the gamble and send anything of value using Parcel Monkey as the provider. If you want to ensure a generous delay, the excitement of not knowing which part of your content that will arrived damaged, and thy joy of communicating with a vast variety of help-desk employees who are really grateful for your patience but unfortunately cannot help you (but you are always welcome to contact them should you have any issues), Parcel Monkey is the service for you.
For reference, of the three consignments I shipped with Parcel Monkey several months ago, only one has arrived and it was severely delayed, the content was damaged, and Parcel Monkey had failed to ensure that the subcontracted carrier used the custom documents I supplied them with. As a consequence I have spent hours filing paperwork to the customs authorities in an attempt to have the erroneously administered import tax reimbursed.

Bottom line: life is too short for Parcel Monkey.

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.