I used this company to ship a parcel internationally, it never reached its recipient and they are now unsure where the parcel is. The parcel was stopped in customs due to an import tax, as is common practice. The courier processed this for a return as this was unpaid, although the courier did not notify myself, or my customer of the request for import tax. Parcelhero claim that they did notify my customer by e-mail, although this is untrue and they are unable to provide any proof of this. How can we be expected to pay for something if they have not e-mailed the value and payment details? Parcelhero done all of this without any correspondance and I only found this out when I queried why the parcel was 4 weeks late. When I queried why they stated 'Please note that we do not provide pro active service and the customer needs to contact us if their is any issue'. The company now do not know where my parcel is and are unable to provide any further update. They have also suggested that I will need to pay an invoice to have my parcel returned, despite this being returned without any correspondence or notification from them. After asking to speak to a manager 4 times I was told that the customer service person I was dealing with had already spoken with management and their stance won't change as 'they have done nothing wrong'. I am amazed by the sheer incompetence of this company and wish I had read their reviews prior to using them. The service provided is completely unacceptable and the customer service is near comical.