I setup a collection from Parcel Monkey and prepared labels as they instructed, for collection the day after. No one came, no notification or email. I contacted customer service via 'chat' - you can't speak to them over the phone. The collection was rescheduled for the next day. 2 hours left until their collection deadline of 6pm the next day, again no one was there to collect. I spoke to customer service via chat - all they could say was they contacted DPD and hadn't got a response. Turns out they can't even call DPD, even though DPD has a contact number on their website. They mentioned they dont have 'phone support' with the couriers. With 2 hours or less left in the day, you can't call Parcel Monkey, they can't tell you where the courier is, they can't even call DPD! It's strange as DPD will text you and give you an hour slot, but Parcel Monkey seems like they can't relay that - who knows, I had two missed collections and I got no notification from them. Why would anyone trust Parcel Monkey with their valuable parcels if they receive this kind of service? I would not recommend, only positive thing was I got my refund back. However even for the refund you have to log back in to your account and 'accept' it. Very different from other companies, very strange.