“I booked an international parcel & during the booking process I had to fill in the parcel contents & values for custom purposes.
The email that I received, even though had "Customs Docs" in the title only contained the label & no custom documentation. I assumed that the courier would add this since I had completed all the relevant details during booking
While in transit, the courier added a label incorrectly stating that the value of the goods was £28. As a result parcel got held up by customs for over a month, meaning Christmas presents didn't come in time, & incurred a penalty of £60 plus fees of about £25.
I created a customer services ticket but the responses to my messages were unsatisfactory & irrelevant. I suspect that they use some automated software for dealing with enquiries as two of the customer service replies were duplicated word for word, twice, & weren't relevant to my question.
I have created a 2nd ticket with the subject "FAO Manager", as direct by whoever deals with Parcel Monkey's FB messenger account. I received a poor response & nothing since.
Parcel Monkey have obviously made a mistake & they don't want to accept responsibility. Their customer service is appalling.”
“Awful service and very poor customer service.....
Sent a parcel via parcelmonkey on the 3 December 2017 on an express delivery...
it is now the 29th december and still no sign of the parcel....
when contacting parcelmonkey (no phone - so can only use message)
i get s standard pre typed response. we have contact the courier in question and are awaiting a reply from them....
i have message parcelmonkey almost every other day but still only get the same response....
AVOID AT ALL COSTS....
They are also unwilling to send claim forms for the delivery.....
they response is - we can only send claim form once the delivery has been made.....
so what happens if the delivery is not made?
to that i get the same response - we can only send claim form once the delivery has been made”
“Probably the worse service I've ever used. They do not have the staff numbers to handle the workload. I booked a 4 day DPD Pickup Express to Australia which wasn't cheap. It was sent on the 7th December and today 27th December it still haven't been deceived. Two other members of my family sent parcel to the same location via ParcelForce which arrived as described. My Brother in Australia also sent a parcel back to the UK which arrived in three days. DPD will not communicate with me as I paid via ParcelMoneky.co.uk so I'm stuck waiting hours for someone to answer the chat session. Terrible, will not use again.”
“Never, ever again. The worst. Booked twice through two different companies, with my parent staying at home for two days, and still no collection. The absolute worst service I've ever used.”
“Twice I have tried to send parcel internationally, and twice I have been charged but the parcels have both been returned to me without proper reasons why. I even paid for one of them to be returned back to me, or it would have been destroyed. Try to get to deal with someone who can find a resolution and you are a better person than me. Feels like a scam company to me.”
“Parcels arrived damaged with items missing. NO customer phone service. No compensation even although DPD admitted reliability. Shocking that they can take your goods. stea/damage them and accept no liability.”
“Would give zero if I could
Awful, despite correctly filling out the contents of the parcel on their website they offered me a service which would not accept the contents (buried deep in DPDs terms and conditions). When the item was returned I was presented with either picking it up from their office or paying £5 delivery to get it back.
When I raised their failings with customer service via the website I was repeated told to pick from the options above. No acknowledgement of their awful service or that they had failed in anyway.”
“Failed to collect parcel, chat line doesn’t work and emails slow to reply. You can’t phone them, emails only. Have asked for a refund but doubt if I’ll get it back. I should have checked this site before I used them. NEVER AGAIN!”
“DO NOT USE THIS COMPANY - booked a DPD international service through Parcel Monkey which was still not delivered almost one month later and then was advised item was lost. Apparently they tracked it only as far as collecting the item from our office and then lost all contact with the parcel. Help desk were unable to offer any help.”
“Be very careful of this company who appear to be run by monkeys....no maybe monkeys would have a conscience....! Collected parcel on Monday....was due for delivery in 2-3 days to me in France....not here by Thursday morning and it has taken 2 days to get any help and they have denied collecting the parcel, only after I showed them a copy of the collection receipt did they start to listen.
After 4 hours of constant calls, online chat and emails they have just confirmed that they have no idea where the parcel is and there is nothing they can do, tough......it was a low cost computer part. Not major but now I have to order another one and wait for that to be delivered to France which means I can't work for another goodness knows how many days costing me a fortune. Very poor customer service and despite knowing they have lost the parcel they have taken no responsibility and told me the case is closed.”
“If i could give no stars i would!
Parcel was returned to parcel monkey as the courier couldn't find the address apparently, even though the address was correct.
sent a replacement using parcels2go to the same address and it arrived.
parcel monkey wanted to charge me for the return!!!! they have now "disposed" of my parcel, so not only have i lost the cost of the item, i have the replacement cost and additional courier costs involved.
AVOID AT ALL COSTS! THEY HAVE ZERO CUSTOMER SERVICE SKILLS!!”
“Awful company, don’t use! I booked a collection for Monday to be delivered next day. I was repeated let down and made false promises to by UK Mail. I complained to parcel monkey but they provided no help. My parcel was eventually picked up on The Thursday and when I put forward an official complaint I was referred to these T&c’s:-
2.6. Compliance with the estimated time of collection or delivery is not guaranteed and the company shall not be liable for late deliveries unless there is valid evidence of a period of 5 working days from the date the goods were scheduled to be delivered on.
2.7. You will be responsible to ensure that the correct Goods are available to be collected by the Carrier from the collection address on the scheduled collection date. You should ensure that you or a trusted representative are physically present at the time of collection. The company shall not be liable for late collections, including those from Post Offices, courier depots or store locations unless there is valid evidence of a period of 5 working days from the date of goods were scheduled to be collected or dropped off on.
3.8 The company disclaims all liability for and consequential loss arising from, or in connection with, the services supplied by the Company and it's agents. For the purpose of this Agreement, Consequential loss shall include, but not be limited to (i) Pure economic loss (ii) Loss of profits (iii) Losses incurred by any third party (iv) Loss of revenue (v) Loss of goodwill and reputation (vi) Loss of opportunity (vii) Loss of work.
They wouldn’t even refund my money !
I will never use again and I urge you not to either.
Please tell everyone you know so they don’t have to experience this !”
“BEWARE. Unreliable, very irresponsible service. My $29 -postage package of books I need, sent from NY to Europe, has disappeared. Tracking report indicates meandering all over USA. Fourteen days later, I have no idea where the package is. Customer service issues apologies but no information. THe tracking website "has issues" " it will be fixed" but hasn't been fixed. And no one knows where the package is. I deeply regret using parcel monkey. Better to pay a bit extra and not lose your time and money.”
“They are just scammer they don't book the deliveries you pay for with the courriers just take your money and they ignore you and if you complaint on social media they block yo”
“Simply avoid. My parcel arrived damaged, but it is not eligible for compensation because I've sent an item from the "restricted items list", which includes almost everything.”
“Terrible customer service.. paid for a parcel to be sent which never arrived at the destination and was then told would be returned to sender and could take several months .. never arrived and now telling me because i didnt claim in the first 10 days i cannot claim for the lost items !!”
“zero points is what i want to give this service... to all people hear me, you give away your rights when you use them they use to be cheaper than others, so you understand the risk they are now not cheaper than the next company. so you are NOT getting what you pay for i waited 3 days 72 hrs for a collection..(not incl booking day) there is no contact number you know why! and the small print says they can take up to 5 working days to collect, SO IF YOU value your time look elsewhere for an efficient service because tie is money and they just apologise and lie.”
“Parcel Monkey is my worst experience. I paid for the most expensive service and Parcel Monkey not even delivered making me lose a lot of money. They managed my shipment exactly like a cheap one.
I've been for 2 months asking them a compensation and Parcel Monkey is deaf. They only want to collect money for a disastrous service.”
