Mia D.

You are probably reading this because you have already been sent a bill for additional fees with Parcelhero.
I carefully measured and weighed my parcel and actually added on weight, length, etc just to ensure there could be no error. A couple of weeks after delivery I was asked for extra money as my parcel apparently was over the weight limit. Not true. They said my 30cm parcel measured 137cm. And the weight of 3kg was somehow coming in at 28kg!
I asked for proof of this numerous times and was ignored. Instead, they told me that I was the one who had to provide proof that my parcel was within the dimensions. Luckily the recipient had the parcel parcel intact and I sent video/photo evidence. Without this, I would have had to pay their additional £100 bill on a parcel costing £40.
This is an atrocious way to do business. Before sending the customer a massive bill, Parcelhero should provide absolute proof that the customers parcel is over the limits. How can they put the onus on the customer to get proof when a parcel has been paid for in good faith, and the recipient has opened it and discarded the packaging?
Surely this is complete malpractice. Even though I won my case, I am looking into every way of reporting this to any/all regulatory bodies who may be able to crack down on this totally unfair way of operating.