I don’t do reviews but I feel so strongly about the service and general ethos of parcel monkey (PM) that I want to make potential customers aware of their dreadful treatment of its customers and their unattainable demands within their terms and conditions My intention in doing this review is to try to ensure that you are aware of the problems that you may endure when dealing with PM I used PM as a freight courier to return goods to a supplier. The return, was time sensitive in order to be able to obtain a refund from the supplier, so I paid for next day collection In addition to paying for the courier service I also opted to pay for, what PM call, ‘extended liability’ in order to protect the goods should anything untoward happen to them – It transpired that goods were damaged in transit When the goods you request to be uplifted are not uplifted on specified day then your only option of communication with PM is initially a ‘chat’ . However, this is not a simultaneous chat since an answer to a question can take up to several hours or indeed not responded to until next day. At some point the chat will be withdrawn and an email link will be sent. PM do not offer any telephone communications at all and indeed use this as a positive selling point of their service !? The email responses you will receive will be conciliatory, condescending and patronising with responses such as ‘we understand your disappointment’ but the email will not resolve the issue, advise you what went wrong, or offer any explanations or indeed actively try to action an uplift PM state categorically that you must NOT contact the courier direct because they will not be able to help you. This is untrue and not the case. I found the courier, when I contacted them, very helpful and the only means to finally get the goods uplifted. PM did not instigate this in any way ….. When you report goods were damaged in the return process you will be questioned about the wrapping materials that you used to protect the goods and photographic evidence of this. Be aware of the following conditions that they will refer you to in their T & Cs https://www.parcelmonkey.co.uk/modules/static/templates/PackagingGuidelines.pdf The materials described in this document would suggest they expect the general public to have access to commercial wrapping materials. My suggestion here would be that they only deal with the commercial sector and not offer their services to the unsuspecting general public ? Even though you have complied to the best of your ability with the best materials that you can find ie previously unused, strong corrugated cardboard and polystyrene. They will consider this unacceptable THE EXTNDED LIABILITY CLAIM PROCESS You will now find yourself with having paid for a collection that technically as far as PM are concerned, did not take place, the goods you returned are with a supplier who won’t refund you because goods are damaged and PM not accepting any responsibility. Therefore, your next option will be to claim on the extended liability that you paid for and which PM suggest that you do This is where you will start to bang your head on the desk because you will find yourself in a vicious circle where PM will inform you that cannot claim the extended liability since you agreed to the packaging T & Cs but you didn’t comply with the packaging part of them This will come from the claims department. The claims department that, when you request a copy of the WORDING of the extended liability, will tell you that the claims department do not have a copy of the wording of the afore mentioned extended liability. This is only available from their head office and can only be requested by writing to them Meanwhile the clock is ticking because you will only have 2 weeks to get a response to your letter NB. PM have offered me a derisory amount of £123 which was the original cost of the next day courier cost which I am reluctant to accept since I am sure they will see this as my acceptance that their awful service, the time I have spent dealing with this, two days I took off work to await collection is an acceptable compromise !!!!!!