“Used Parcel Monkey to send 12 boxes from UK to Germany. 2 of those got lost - supposedly were left a "safe place" but never appeared. I contacted PM about this and after much back and forth, including making me list all the items in the missing boxes as well as their value, I was told I couldn't make a claim anymore - as those had to be processed within 10 days of supposed arrival.
It had taken me longer than that to convince PM that my things really hadn't arrived, and to hand over the individual tracking codes. Unbelievable that I am now at fault for their slow service! I'm now missing two boxes full of personal items, not to even mention the financial loss this has caused me, and have no way of getting anything back.”
“The worst company ever, refuse to speak to you on the phone, live chat doesn't work and email support is slow and they wont answer your questions.
I wanted an item collecting from an established industrial estate in Liverpool and delivering to an established industrial estate in Hull, they were unable to find either, and insisted on me providing Google Maps links for either end, despite the fact they had company names, and full address's including postcodes.
If you want a parcel delivering or collecting dont use them, use someone who knows what they are doing.”
“I don’t do reviews but I feel so strongly about the service and general ethos of parcel monkey (PM) that I want to make potential customers aware of their dreadful treatment of its customers and their unattainable demands within their terms and conditions
My intention in doing this review is to try to ensure that you are aware of the problems that you may endure when dealing with PM
I used PM as a freight courier to return goods to a supplier. The return, was time sensitive in order to be able to obtain a refund from the supplier, so I paid for next day collection
In addition to paying for the courier service I also opted to pay for, what PM call, ‘extended liability’ in order to protect the goods should anything untoward happen to them – It transpired that goods were damaged in transit
When the goods you request to be uplifted are not uplifted on specified day then your only option of communication with PM is initially a ‘chat’ . However, this is not a simultaneous chat since an answer to a question can take up to several hours or indeed not responded to until next day. At some point the chat will be withdrawn and an email link will be sent. PM do not offer any telephone communications at all and indeed use this as a positive selling point of their service !?
The email responses you will receive will be conciliatory, condescending and patronising with responses such as ‘we understand your disappointment’ but the email will not resolve the issue, advise you what went wrong, or offer any explanations or indeed actively try to action an uplift
PM state categorically that you must NOT contact the courier direct because they will not be able to help you. This is untrue and not the case. I found the courier, when I contacted them, very helpful and the only means to finally get the goods uplifted. PM did not instigate this in any way …..
When you report goods were damaged in the return process you will be questioned about the wrapping materials that you used to protect the goods and photographic evidence of this.
Be aware of the following conditions that they will refer you to in their T & Cs
https://www.parcelmonkey.co.uk/modules/static/templates/PackagingGuidelines.pdf
The materials described in this document would suggest they expect the general public to have access to commercial wrapping materials. My suggestion here would be that they only deal with the commercial sector and not offer their services to the unsuspecting general public ?
Even though you have complied to the best of your ability with the best materials that you can find ie previously unused, strong corrugated cardboard and polystyrene. They will consider this unacceptable
THE EXTNDED LIABILITY CLAIM PROCESS
You will now find yourself with having paid for a collection that technically as far as PM are concerned, did not take place, the goods you returned are with a supplier who won’t refund you because goods are damaged and PM not accepting any responsibility.
Therefore, your next option will be to claim on the extended liability that you paid for and which PM suggest that you do
This is where you will start to bang your head on the desk because you will find yourself in a vicious circle where PM will inform you that cannot claim the extended liability since you agreed to the packaging T & Cs but you didn’t comply with the packaging part of them
This will come from the claims department. The claims department that, when you request a copy of the WORDING of the extended liability, will tell you that the claims department do not have a copy of the wording of the afore mentioned extended liability. This is only available from their head office and can only be requested by writing to them
Meanwhile the clock is ticking because you will only have 2 weeks to get a response to your letter
NB. PM have offered me a derisory amount of £123 which was the original cost of the next day courier cost which I am reluctant to accept since I am sure they will see this as my acceptance that their awful service, the time I have spent dealing with this, two days I took off work to await collection is an acceptable compromise !!!!!!”
“Promised to collect my parcel on the friday by 18.00. Stayed late at work until 19.00 but still no collection. Called them the next day and again promised to collect by 18.00. No show by 18.45. Total liars and wasting my time. Do not use and I would advise everybody contemplating using these people to read all previous reviews as they say the same thing!”
“Ever wonder why this company has few sites where you can review them? It's because they lose all your things and refuse to compensate for their mistakes. After weeks that amounted to many hours of wasted time and energy on my part, they will not credit me back for the item amounts OR for the delivery fee I paid!! They made the mistake, apologized for it, yet no full refund will be issued. I have never encountered a company like this in my life. They know there is nothing you can do about it so they get away with taking advantage of people who trusted them. I am so upset over the lost valuables and the fact I will not receive the funds back. When people treat you like this, its sick. I can't do anything to correct it or fight them and it really makes me upset to know businesses can do this to you”
“Ever wonder why this company has few sites where you can review them? It's because they lose all your things and refuse to compensate for their mistakes. After weeks that amounted to many hours of wasted time and energy on my part, they will not credit me back for the item amounts OR for the delivery fee I paid!! They made the mistake, apologized for it, yet no full refund will be issued. I have never encountered a company like this in my life. They know there is nothing you can do about it so they get away with taking advantage of people who trusted them. I am so upset over the lost valuables and the fact I will not receive the funds back. When people treat you like this, its sick. I can't do anything to correct it or fight them and it really makes me upset to know businesses can do this to you”
“""Less than 1 star, NEVER USE THEM. Pay the £0.5 you save using them direct to the courier company. Parcel was never collected yet they STILL have not refunded my money after chasing every week for 2 months. I keep getting fobbed off with excuses and that it has been escalated. No phone number to speak to any one. Just the crappy chat service.”
“WORST SERVICE EVER. Package due for collection at 5pm. No word from them at all. I called at 6:30, was passed around to five different people in the course of the evening not one of whom made any effort to help, apologise, or explain what was going on. It's now 5 minutes to 9 - FOUR HOURS after it was meant to arrive. Absolutely appalling.”
“BEWARE OF THIS SCAM A COMPANY OF CROOKS AND FRAUDS
Hi
This is to bring to ur notice that I sent a parcel-packed separately in 2 packs-PARCEL1 & PARCEL 2 (Parcel No. ********* & Inv No. *******) on 15th Aug'17.When i first sent this parcel we were informed that it shall be delivered in 4 days.We were contantly in touch with DPD & Parcel Monkey in order to track my parcels but each time we were given different reasons for delay/failure in delivery.Based on their last correspondence we were informed that the address given was inaccurate/wrong.After that i received a message from their side that if i wanted I could get my parcels for which I had to pay £18.90 as its delivery fee as well.
But I have sent parcel already in the past on the same address that was delivered by DPD (Consignment No.then **************C and Inv No. then *******) so how was the address inaccurate this time???
Today after 15 days I have just received PARCEL 1 (1 pack out of the 2 ) that i sent on 15th Aug'17 while PARCEL 2 is still missing!
*ITS A SCAM NOBODY IS BOTHER TO REPLY OR GIVE YOU EXACT UPDATE THIS ALSO THE REASON THEY HAVE NO CONTACT NO ALMOST HALF A MONTH AND I AM STILL WAITING FOR MY PARCEL TO BE DELIVERED BACK TO ME. WHAT A WASTE OF MONEY AND TIME”
“The bad reviews are right - I'd suggest avoiding this company if you can. They failed to pass messages on to courier as promised which meant my parcel wasn't collected, and despite giving my mobile number no-one called. The online chat function - Parcelmonkey's version of customer service - doesn't apologise or explain. Went directly with Parcelforce instead.”
“DO NOT USE THIS COMPANY!!
We booked a collection for Friday (today) and they said they would collect it until 4pm but never showed up neither bother to let us know what happened. When we tried to contact them, they just told us that the parcel is not going to be delivered today, but it could be rescheduled for Tuesday. We are leaving the country on Monday and they didn't offer any other option. They couldn't care less. I work in customer service and never seen anything like this.
They know how rubbish they are because they don't even have a number you can call.
What a waste of time!”
“They charged me an extra 58.00 for my parcel, claiming it weighed more than it actually did . They did not actually say who was charging the 58.00 to me and wouldn't tell me. I had proof that the parcel weighed less. However, Parcel Monkey froze my account. Parcel Monkey hide behind emails and do not reply half the time. If possible, do not use them.”
“Absolute Scam this company is!
I don't know how one simple, low valued parcel can go so wrong! It was delayed 3 weeks, because they changed my paperwork from a private individual to their business name on an international shipment I have now been charged duty when I should not have been.
You simply can not contact anyone in their customer service team, trust me I've tried repeatably.
I now have an "additional charge", despite giving exact parcel measurements on their site, but their site isn't clever enough to work out volumetric weight, so I now have to pay? I would have never purchased this service as it would have been to expensive. This is a sneaky way of getting sales, they lie!
Because they messed up the paperwork I have had to pay double for this parcel and they have caused unnecessary delays. Instead of 3-5 days it took over 3 weeks.
Parcel Monkey has blamed everyone else, but themselves... Absolute Rubbish Service, back to Parcel2Go or WeDeliverThe World for me.”
“Only giving one star because there is no no star option. Collection not made and shown as cancelled on the link THEY sent me but when contacted they insisted that it was not cancelled and that the person who had waited all day should wait for another 2 hours for a collection that never happened. No explanation, no apology of any real note and no compensation. Wish I'd read the reviews on this site before booking!”
“Parcel Monkey failed to collect my package and then wouldn't explain the reason and refused compensation. I paid extra for the 24 hour service and I felt like that was just a rip off.”
“Avoid this company at all cost. Spectacularly bad service.
They're happy to take your money, however they have zero customer service. They do not even have a call centre yet as they put it. So impossible to speak with them. They have live chat facility which is a total waste of time, they basically tell you whats on their website, thats it. Snd emailing customer help results in nothing happening. In my case i paid for international shipping 4-5 days. Nothing happend the parcel is in the abyss and I'm losing money daily as a result.
Avoid this company not a credible service, just a shambles of an attempt at being a middle man. I strongly advise avoid this joke service and go direct to an actual courier with a real service and phone lines.”
“we are very disappointed by parcel monkey. they were very fast to took money and no any actions after, communication very poor and now no any communication at all. We have 3 weeks head ache already : no money and no parcel and no any answers from company :(
Be careful before ordering service!!!”
“Disgusting service. Due to collect Tuesday didn't arrive, Wednesday didn't arrive, Thursday didn't arrive, Friday sent 1 person without enough room on his van to pick up a jukebox, had to arrange alternative and now having to fight like mad to get a refund. Do not go near this company”
“Booked to have a parcel picked up and no one showed up. Parcel monkey don't have a telephone number so I had to argue things out over web chat. After over an hour I found out that their sustems failed to generate a tracking number to odd to the courier and so the courier never bothered to turn up - a day's holiday for nothing!
Then I was told that they couldn't re-book as it had been over 5 business days (!!!!!!). After a lot of to-ing and fro-I got I find out that that according to them it had been more than 5 business days between me booking the pickup online and having them come out to actually pick up. Even though I actually selected the date - that's doesn't matter.
After cancelling this stupid brain of mine realised that it had only been 4 business days. So when I called them up on it and told them that I had based my decision on incorrect info they had given me, their response was "it cancelled now, nothing can be done about it. If you want a collection you will have to re-book".
Stay away. The concept of customer service is a myth with these people.”
