I booked a delivery through Parcel Monkey to Romania on a 2-3 working day service. It's only a small parcel but I've had a bad experience with Parcel Force before and also needed the parcel to be delivered quickly so elected to pay for their Air Express service. Parcel Monkey is a broker, not a courier company so you don't always know who will be handling your delivery at each stage. I was initially disappointed to discover that Parcel Force would be handling the UK leg of the journey, however, to their credit they arrived early the following morning to collect my parcel and take it to the international depot; and that's where the tracking stops. I have no idea where the parcel is. All I do know is that it hasn't been delivered 5 working days later. Now, I know the lack of delivery is a problem with the courier and not Parcel Monkey but the reason I'm still disappointed with them is the lack of customer service. I hadn't really researched them before employing their services but now I wish I had. On the fourth working day I took to their Facebook page. Parcel Monkey don't provide support through Facebook but as it's a public forum I've found Facebook and Twitter to yield a much better response than in private. There I found a deluge of complaints from customers who wanted to know where their parcels were or why they hadn't even been collected. I decided to add my own to the list. I was asked to provide my order number so they could investigate, which I did. I'd heard nothing back by the fifth working day so I went on their own website's "Live Chat" feature to talk to them. I was frustrated because the latest tracking information I had was from the first working day and simply stated that it was "prepared for export / in transit" - well which is it? The person I spoke to on the Live Chat assured me that it was in Romania and gave me the name of the local courier and a consignment number and said if I (or the consignee) contact them, they will be able to tell me when it will be delivered. I did just that but was told the consignment number was not recognised. I then went back to the Live Chat and asked them to double check the number they had given me. Rather than give me the information I requested they told me that they had emailed the courier to ask for an update and would raise a support ticket as soon as they heard from them. I can't see what help that will be given that the consignment number they have is wrong. The courier company will have no record of it. Slightly annoyed with what I felt was a 'fobbing off' and eager for a resolution I returned to their Facebook page to update my original message. I should point out that I was never rude or discourteous whenever I contacted them; I was professional to a fault. I was shocked to find that not only had my original dialogue been deleted but I was also blocked from contacting them again. I also noticed a pattern; Customer complains - Parcel Monkey asks for the order number - End of dialogue. I believe that they are blocking disgruntled customers on Facebook to protect their public image. This is a very bad sign in my opinion. So, according to the tracking information it's "prepared for export / in transit", according to Parcel Monkey it's in Romania with a courier company who have no record of it and I now have a very unhappy customer contacting me every day to ask where her parcel is, and all I can tell her is I have no idea. If you're thinking about using Parcel Monkey, do yourself a favour and pay the extra to use someone else who can provide tracking door to door. Yes, Parcel Monkey gives you a discount but it comes at a cost. I will be seeking a refund of course (and I paid extra for insurance) but this reflects badly on me and could affect my future business. I will never use them again and nor should you.