“Between Parcel Monkey & DPD Ireland, 12 days for a UK - Eire parcel delivery which is poor, would've been quicker delivering to County Kerry myself. Finally got progress due to tagging both companies on Twitter so social media is progressive.
I did get a 30% postage charge refund right enough for the inconvenience and poor service, some of the staff I communicated with via chat facility and Twitter were co-operative in trying to resolve the issue right enough. Re-use of P.M is a consideration right enough but service will have to improve considerably.”
“Regrettably with a middle-man service like Parcel Monkey, what you save in pounds, you lose in accountability.
We contracted them to return a surplus item to a retailer.
Parcelmonkey's partner, DX failed to collect on the agreed day (my wife stayed home all day.) They arrived unannounced the following morning after we suggested that we'd need to reschedule via chat. Fortunately she had popped home for a couple of hours.
DX then so thoroughly destroyed the packaging that the goods were damaged and rejected on delivery and we are faced with a loss of £129 for the goods, plus the £44 we paid for their service.
Despite the goods being in the shipping packaging that they were received in, which was perfectly adequate for the trip to us, and despite the representative of DX taking a picture of the package on collection and having no issues with the way it was packaged, Parcelmonkey have declined to take responsibility for their partner's extremely careless treatment of the package.
Bitterly disappointed.”
“I've used Parcel Monkey 3 times. The first two deliveries were successful and on time. However, the third delivery (grad school applications with a very strict deadline) was not delivered at all. I followed up every day, with a standard 'we are waiting for a response from the warehouse' response for 2 weeks after its intended delivery and they pretty much stopped responding afterwards.”
“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 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.”
