“Not collected on time, when finally the driver came, he didn’t had a label he said will put one later one when at the depot.Parcel seems delivered but the condition it came to the receiver was dreadful.Box completely dismantled, clothes we’re missing and on the top of it ParcelHero wanted more money saying the package was heavier than stated???!! WtF do you think I am a monkey and never shipped a parcel before?I am lost for words, no costumer support to call or email, chat takes 2-4 hours waiting before someone decides to write whit you and listen your complaints…. Just an other bad company that thinks people can be taken for a walk.Avoid, they are as bad as Parcel2Go or DHL”
“I wanted to ship some bathroom furniture within the UK. ParcelHero came up prominently on searches so I thought I'd give them a go. But before I did, I did some admin, I measured the boxes I was shipping, although the weights were printed on the factory supplied packaging, I re-weighed, I examined the packaging, it was exhaustive. I guess because these things get shipped worldwide the manufacturers take no chances, but, to be sure I added some more parcel tape.
The courier collected on a Friday morning. On Monday one of the parcels arrived as stipulated. On Wednesday the second parcel arrived, but it was in a very different condition than when it was collected. In fact it was smashed to pieces and it was hanging out of the original box and had been shoved in an old bin bag. It was a complete write-off. Damp, snapped, damaged and ruined. I had no option but to refund the buyer.
At this point I have spent £50 with ParcelHero and the courier have just written off a piece of furniture worth £300. So down £350 in total. I send ParcelHero many pictures of the damaged unit, expecting grovelling apologies and prompt compensation, but no, it didn't happen like that.
In fact I got an email telling me I OWED THEM MORE MONEY. Let that sink in. They've essentially charged me £50 to smash up a £300 piece of furniture and deliver it late but they now want MORE. Apparently this is for a weight discrepancy following an audit. However, as you'll remember, the boxes had weights printed on them and I verified the weights myself, I even took a video of me resetting the scales and weighing them.
I presented this evidence and they responded saying that "as a gesture of good will" they wouldn't be charging me. SO kind of them, especially considering the boxes weighed EXACTLY what I entered on their site. In fact they were slightly less as I rounded up to the nearest kilo.
So, now back to the compensation for delivering my bathroom unit in smashed up pieces in a bin bag.
After wasting my time asking for the same information repeatedly they responded saying my packaging was "insufficient" so they wouldn't be giving me a penny back. Nothing. Zilch. Zero.
Let that sink in. I've paid them £50 for a courier service. They've destroyed my £300 bathroom unit, delivered it late, they've tried to charge me more money for extra weight that didn't exist and they've decided a fair amount of compensation is £0.
The packaging was not insufficient, as mentioned above is was as shipped from the manufacturer. It was heavy duty and over the top. I tell them this and then they point me to their compensation exclusion list.
The company has a compensation exclusion list which basically includes everything. They don't ask you what your package contains at the point of quote and then alert you to the fact your item will not be covered as this would be transparent and fair. They wait until you ask for compensation and then point you to the list.
I'd advise you strongly not to use this business. They are utterly appalling and if you look for other feedback where reviews are less easy to flag and remove you will get a true picture of the service they provide.”
“Abraham Issac was very helpful. A telephone number would have sorted everything much quicker than multiple agents.
My parcel arrived and the initial process of comparing and ordering was very good.
However ordering, it was not good. The software messaging seems to bear no relation to what is happening. Also a new tracking number seems to be generated with each enquiry, even if it it about one item. It makes me hesitant to re-order because of the time involved to sort it out.”
“Worst experience with a company I have ever had. I was moving all my belongings from UK to Germany as I was moving country and they lost all my stuff and refused to pay any insurance. It took months of being sent around the houses by absolutely useless customer service that cannot even be contacted by phone before they finally admitted that they had lost my parcels and then they said that personal belongings were prohibited items so refused to pay any of the insurance. It was only when I threatened them with legal action that they returned the initial shipping fees. Definitely worth paying a little extra and going with a well established company than to deal with these con artists.”
“I have booked a collection, the driver never turned up, the collection was cancelled without any warning and only to find out the day after I was charged for it in full.
Do not book with Parcel Hero, 0 chance of getting in touch, no contact phone number no customer service at all, scammer!!!”
“Awesome service , easy online order form and packaging instructions , excellent and courteous driver for pick up and amazing time to deliver . I thought I had waited too late for Christmas delivery to my daughter in the UK but she received early and now has to wait to open her package , thanks DHL for an amazing first time experience
Maria M. Canada”
“This was my first time returning something and i must say i was pleasantly surprised how efficient the service was...happily use you again..thankyou x”
