Firstly,to be fair to PM they cannot be held responsible for failed deliveries or collections 99.9% of the time,they are just the agent,but if ever you have a problem it is just as the title says. Unfortunately after having problems with them in the past I was a bit stupid for using them again based solely on their price which can be a false economy long term. You will report a problem, receive a message saying sorry for the inconvenience and after that you will spend time chasing them up for information and trying to get them to fulfill their promises of contacting whoever the courier might be.In my case a parcel was sent to China,perfectly legal to send with all the relevant paperwork,and a few weeks later it was returned to me unopened exactly as I sent it and these people could or would not tell me why.Luckily I used a drop of service with a courier I know to be reliable with China deliveries,if I had it collected I fear I would have lost the item and also shipping costs to Parcel Monkey as per their T&C's..Because the contract is with PM the courier can only give limited information and in my case there was no reason from their side to return the parcel.A while back they started describing themselves a "Price comparison" site which is a bit of red herring, maybe to try and abdicate their obligations as an agent ,, comparison sites I use link me to the service provider I choose.I perfectly understand the need for a company to protect itself from fraud but if and when you eventually get fed up with the fob offs and decide to contact somebody who might be concerned with providing good customer service,the CEO,you will be very lucky,if at all, to get any response.After 4 weeks I got back MOST of my shipping costs back but lost a good customer and because of all these things will never use PM again even if it costs me a little bit more in postage costs with one of the many other shipping agents out there most of which you can actually talk to if there are any problems and try their best to rectify if possible.