“Don’t use them- they have denied my international collection, they don’t even know who was collected the item but it was collected by DHL international parcel collection. Customer service are unhelpful they rather avoiding the issue. I have no idea who to contact to complain.”
“I cannot stress enough how terrible the customer service has been for me and my mother who sent the parcel. Absolutely no help, on live chat they just copy and paste the same message over and over even though I asked for an explanation as they kept asking me for a business invoice. Even though my mum was simply trying to send my niece the only picture we have of her dead mother. Now it seems the parcel has been lost. Who knows? As all they keep asking me for is an invoice, delivery note etc.
The parcel was sent on the 17th of December 2020. It is now the 16th of January 2021. I still don't have an update and my family is beside themselves.
USE ANYONE ELSE BUT PARCEL MONKEY.
Probably better using the courier service directly. I have learned my lesson.”
“Total scam, driver was put out because he had to print a label for me (a service which I had paid for) so I have just received an additional invoice for weighing the item incorrectly. A single ring in a matchbox weighing 0.16kg has been reassigned as weighed by driver at 8.00kg therefore my card will be charge the extra.
What started as a internal UK package with no insurance cost £1.75 actual cost £12.87
Never again! No option to call them and live chat is an automated bot who doesn't read what you have typed. A second parcel was dumped on the street and couldn't be found by the company delivered to. The sign for name didn't exist.”
“The Parcel delivery company that don't deliver
Parcel wasn't delivered, but rather, returned absolutely demolished and damp.
Paid for extra cover but they refuse to pay out despite absolutely no grounds to refuse. The reason they give, is changed every time I prove it to be false.
Keeping the review short because they're not even worth the time spent reviewing. Scam artists.”
“You are treated like a 2nd or 3rd class customer by the couriers, by using Parcel Monkey in my experience. My parcel was arranged on a next day delivery service. It was collected 4 days late, delivered the next day, so arrived 4 days later than expected. Customer Service is shocking trying to get issues resolved. Worst of all you are not entitled to make a claim for delay!”
“They delivered but then claim parcel is overweight and charged extra. When I sent them opoes of the documents attached to the parcel from the other end proving it was not overweight they say it was oversize. I then had to get the receiver to take photos of all box dimensions with a tape measure. Still they didn't give e me the refund and they keep giving me same message that they are waiting for response from the courier for week after week of me chasing. I calll this THEFT or FRAUD. It honestly seems like a scam and they think most people will give up and accept the overcharge as it is a huge pain to get all the proof from the receiver to confirm the dimensions and weight. ”
“Two months on & I'm still waiting for the insurance payout for an item I sold on eBay that was broken in transit to the buyer.
I submitted all the papers needed for the insurance claim on 11 Nov 20 and have messaged ParcelMonkey repeatedly asking for updates on the claim.
I was advised that ParcelForce has had to send a second questionnaire to the recipient as part of the insurance claim.
However the recipient says they completed the first questionnaire six weeks ago (Parcelforce Worldwide Claim WC-2165393 - Damaged Goods Questionnaire).
This reflects badly on me as a vendor and I have now paid the recipient myself and am out of pocket £125 until ParcelMonkey pays out on the insurance I paid extra for.
My recommendation is to avoid ParcelMonkey at all costs.”
“Every time you book with them, they come to pick your stuff up 2 or 3 days late. And they come if you call them every day complaining because they do not come when you make the booking wih them. So you have to stay one week in your home waiting for them to come. And they do not care about your stuff, all the boxes came broken and the stuff demage. The biggest lost was the TV. We bought a special box and we covered the TV with bubbles, it was almost impossible to break...but not for them! they broke the TV of course. And they answer saying that they are not going to cover any damage in this stuff. Very good for this company. Let's dont forget they lost also 2 boxes, they sent to another city and I had to wait more than one week to sent me to the another city to mine.Terrible service...TERRIBLE! I lost more money with them and with all the stuff they broke than if I were buying everything new again...”
“Review date 06/01/2021
Run away as far as you can from this service if you're a business. If there was a way to give a zero star, I would have selected that, that is how bad the service is. I've had to deal with so many errors and mistakes. Missed collections, missed deliveries, tracking links not working. And to top it off, I told them in advance that I will miss collections because the tracking link is not updating but they still kept insisting don't worry and I've had collections being missed up to 2-3 days for individual parcels. So collection was made 3 days late and everyday, it was the same story. And when they know they messed up, they don't respond to the ticket, they wait for hours to pass so you really cannot say anything. There is no form of communication over telephone. When you ask to complain, they give a postal address to write to, so the complaint system is dated 2 centuries ago. Beware, if you do decide to use them on a regular basis, remember, you yourself will be working as an employee to keep on top of the orders because their team is useless. I even spoon fed them with the issues and problems and they still couldn't help. The most horrible experience ever. Had to move to another provider as it was effecting me mentally and just kept me angry all day long. And of course, my customers were upset with me because their products were being delayed.”
“Returned my parcel to me, rather than sending to the recipient. After 10 days of contacting customer service, there has still been no resolution. Appalling customer service.”
“My biggest issue with Parcel Monkey was they charged my credit card extra after the shipment reached the destination citing some vague reasons which I could never understand. In addition, the courier company also charged me extra. I ended up paying a lot more than the initial quote I had received from Parcel Monkey.”
“I sent a package from NYC to NZ and it was 'pending' for two months. I followed up with customer service for an update and they notified me two weeks later that the package was lost. I am still trying to get more information about this but it's impossible to communicate with anyone and there is no phone number to speak to a human. Worst experience ever.”
“They collected my parcels 5 days late then never sent them to the country I posted them to. Then made me pay to have them returned or threatened to destroy them. Finally only 2 out of the 3 parcels were returned and they are not responding to queries as to where the third one went. Since they work with the courier you cannot contact the courier directly to trace it. AVOID. Was a very costly mistake.”
“Well. . . I haven't a bad experience to relate. In fact, I don't 'qualify' to make a comment. However, if this is allowed to be published, I would like to offer my sincerest condolances and thanks to the long list of people who have suffered at the hands of this fraudulent company (which by rights should be prosecuted, made to pay compensation and be shut down) but also my thanks because, had I not logged on here to read these (sorry) reviews beforehand, I was about to become yet another casualty of their malpractice.
So sorry you've all learned the hard way (!) but thank you so much for sharing. . .”
“It looked to good to be true and it was. I have been charged extra money as apparently my parcel was bigger and weighed more than stated. Sadly Parcel Monkey can't provide evidence and push that back onto the customer to provide and even more worrying that have quoted me 2 different parcel sizes and 6 different weights. Beware they can charge you what they like retrospectively!”
“ABSOLUTE SCAM! AVOID!
Two days after recipient received the parcel, Parcel Monkey billed me for additional charges citing that the parcel weighed more than specified. I have sent them photographic evidence to the contrary which they claim does not match the images they have on file (without sharing those images with me). I am having to dispute the charges via my credit card as they had billed the charges without my authorisation. Speaking to friends about this service, it appears the same has happened to them. Avoid!”
“Ordered Express24 and left the parcel in the shop a week ago. But the parcel has not been collected yet so contact the customer service team but not very helpful, just keep saying "will chase the courier to pick it up asap" and still waiting.... Really disappointed in their service!”
