“So Parcel Monkey is a parcel delivery management company that allows you to book discounted delivery with couriers. They use couriers such as DPD, DX and Royal Mail and their prices are usually a little cheaper than booking direct; however, BEWARE! If you book direct with the company and there is an issue with the delivery, you may be entitled to some compensation but if you book with Parcel Monkey, they become the customer and you become the third person. If you have a problem, you have to contact Parcel Monkey and they then contact the courier.
I recently booked a parcel delivery through Parcel Monkey using DPD on a 2 day service from the UK to Ireland (Not a massive distance!). I dropped the parcel off at the DPD Parcelshop drop off point and where it remained for 6 days! My customer was bouncing as they needed the package. To try and keep them happy, i refunded the £23 postage that i had paid and asked Parcel Monkey to do the same. They declined!
The parcel was delivered some 9 days later. This is not good service, i will not be using again and i would advise that if you are going to use a Parcel Management tool that you use something like Parcel2Go who are cheaper and have better customer service.”
“Sent a parcel to Middle East using Parcel Monkey. Actual delivery was done by DHL. I did weigh the whole parcel at the post office before booking online. It all came to under 4kg. Parcel was delivered to its destination however couple of days later my card was charged again as parcel monkey informed me that the actual weight was 11kg. There is no evidence of this claim but money left my account already. Never again will i use them and do not recommend to others. Customer service is non existant. Bad for any business”
“This company failed to deliver my parcel then it was returned damaged and with a missing item. They then denied having received images of the damage and my invoice even though they were uploaded onto their robotic like email system. Issuing court proceedings against them , do yourself a favour and avoid them. Ps if you criticise them on social media they block your comments”
“The fact that they are maybe a little cheaper than the rest, doesn't mean that they don't have to deliver the service you pay for!
We moved from one country to another and hired their services to send some boxes.
the day they have to come to pick them up they didn't come, and they didn't contact us at all to let us know. We have to waste a whole day waiting for them.. We tried to contact them but it was impossible. We sent them many messages in the only way we could, through their website. They didn't reply at all, and next day, they didn't come! We were flying the day after and it was a very stressful situation.
We send them messages again, and the only thing they did was copying and pasting a text from their website, so basically they ignored us..
Thankfully a friend of us made us the huge favour of taking all the boxes and taking them to his place, so we needed to change the pick up address. We asked them and of course it took them couple of days to reply, and they said we couldn't do that because the price may change. UNBELIEVABLE!
So they don't do their job, and they don't give us any solution whatsoever!
We had to cancel the order, and do the whole thing again. We ask them for a compensation for all the inconvenience, for our time, our friend's time, the gas of his car (this was in London, so distances are really long), etc.. They ignored us once again and never replied to our complaints.
The best thing, is that on top of it, when the boxes came, one of them, a plastic one, which I bought for 16£, came broken....
VERY frustrating, this companies which offer services for cheaper, think that they can treat you like you don't have any rights and ignore you..
Aaaaand now they send me a message saying that our boxes were heavier (I doubt it because we weighted them all before sending), and they took 28£ from my account!!!”
“Writing from the parcel recipient point of view.
Living in Germany, order placed with UK company that sells beauty stuff worldwide at reasonable prices (whatever reasonable in that line of goods means :-)
Anyway, got mail advice of dispatch from the beauty folks the day after placing the order, together with Trakpak (aka parcel monkey) tracking number.
It is normal enough having to wait 24 h before tracking data are brought uptodate. However, even after 3 days status was still "received electronic advice by ...".
After 6 days still same status, got on to seller and wanted explanation of situation. Not surprisingly their helpdesk had no clue either but wanted me to come back if the parcel was not delivered within 3 days. I thought to myself, hell, any parcel sent by British PostOffice service is here deliverd at my door within 3 - 5 days and at any time I (the customer who had paid through Paypal at the time of order placement) knows the whereabouts .
I thought what sort of establishment is this parcel monkey company, and also what sort of gain is it to anybody employing them with the risk of sooner or later losing customers ?
My parcel arrived safely, and I was lucky to be at home at the time of delivery.
Tracking never updated until delivery had been made. My seller got so anxious to inquire about the parcel status, because they had been told it could not be delivered because nobody was at home.
Hilarious when somebody tells you such a story, but my own sense of humour got somewhat stretched.
The decent customer, who has no doubt as to the quality of goods ordered, but has to fear carrier deficiency from beginning to end thinks what? Never again, sorry and all.”
“I booked a collection in Glasgow for the 8th of December 2015 for a parcel to be sent to a friend in Singapore (Christmas presents). My credit card was promptly charged (£25.10). However the parcel was returned to my home address two days later (DPD) with no explanation. It seemed to have been posted back to me. Since then, I've exchanged messages with Parcelmonkey on their Support Centre and the service has been appalling. The response I always get (up to this day) is "we are waiting for an answer from DPD". Even more annoying and unfair, a few weeks later I received an email from Parcelmonkey announcing the upcoming charge of my credit card of an extra £8 following information sent to them by DPD regarding my parcel that apparently was heavier than declared when booking. I'm puzzled how they could know that since my parcel was at home unopened (and still is today). I immediately sent a message to Parcelmonkey support centre to try to cancel this charge but it went ahead anyway and each time I mention the word "refund" in my messages, I get these automatically-looking messages starting with "Dear Customer,..." and quoting a line from their T&Cs saying a customer cannot get any refund if a parcel is returned. But mine never even left its home city to go to Singapore. This is totally unfair and can't be legal to have been charged (twice even!!) for a service that never took place and not to have been given any explanation let alone a refund over a month and a half later. They're clearly trying to tire me over and this is disgusting. I even had to purchase duplicate gifts on Amazon and have them delivered directly to Singapore for my friend's kids on time for Christmas, another £60. The only option for me seems to be their complaint procedure (if that exists...) and the Small Claim Court but what a hassle! I haven't got the time or the energy to do this and then they'll get away with charging someone for nothing. So for now I'm posting reviews to share my experience with others. Needless to say that I won't ever use their services again nor those of DPD.”
“DPD lost my parcel. Had to chase parcel monkey for four weeks. The parcel was insured for £20 by default, but they refused to pay compensation. Lack of communication, poor service, no support. NEVER AGAIN!”
“DO NOT USE PARCEL MONKEY.
They use other couriers, lost my parcel, took them 2 months to come back to me with a answer saying parcel got lost. During the two months they could not give me reference details or contact numbers of the courier they used and the £100 I insured the parcel for was not paid as the receipt I had for the goods exceeded that amount??? After all the hassle they cause me they would not pay out an amount? Disgusting customer service. Do not use them!!!”
“Terrible company. Will try to say your parcel weighs more than it does and will take extra money before informing you. Takes longer than they state to get pRcels to their destination. Lying thieving crooks in my opinion. Will never use again. Make parcel force look good which is saying something..”
“Unfortunately Parcel Monkey are charlatans and cowboys. DO NOT USE.
They will damage and break your items and then demand excessive proof and evidence and then turn around and tell your claim for compensation was not approved.
They should be shut down by trading standards”
“Save your effort - do not use Parcel Monkey. You pay peanuts you get monkeys. They will lose your parcels and then they will not compensate you for it. you will not be able to speak to anybody. when you live chat they lie and send you links to tracking parcels that are not yours in the hope that you will go away with false hope that your parcel is not completely lost. When you try to claim for it they make you wait 6 weeks and then finally come up with a list of 'non eligible items' that includes almost everything you can imagine. They are liars and thieves - I would not use them again in a million years. Pay a little more and use someone reputable.”
“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.”
