“Misleading practices, unauthorised charges, and complete lack of accountability
My experience with ParcelHero has been one of the most alarming I’ve ever had with an online service.
The booking confirmation clearly displayed 24 December as the expected date. FedEx later confirmed that no collections were taking place on that date, meaning the information provided at checkout was simply false. Because of this, I had to personally transport the parcel at my own expense.
When I raised the issue, ParcelHero repeatedly ignored the evidence and responded with the same scripted message about “policy,” refusing to address the contradiction in their own confirmation. They also stated they are not part of any ADR scheme, meaning customers have no access to independent dispute resolution.
Then, without warning, they charged an additional £98.78 to my card, claiming a weight/dimension discrepancy — yet provided no photos, no measurements, no documentation, and no opportunity to dispute it. Just an automatic charge.
This pattern of behaviour — misleading information, refusal to engage with evidence, and unauthorised billing — raises serious concerns about how this company operates.
I have now escalated the matter to Trading Standards, my bank, and Small Claims, and I strongly advise others to think very carefully before trusting this service with their shipments or their payment details.
Consumers deserve transparency, honesty, and accountability. I did not find any of those here.”
“Booked and paid for two bags to be couriered (4 days) from London to Australia, plus insurance GBP 240. Bag dimensions used were from the manufacturers, and double checked to be sure. Bags weighed on scales before quoting to ensure accuracy.
Two weeks later no bags but have been invoiced and money direct debited for another GBP170. Contacted customer service and they can’t provide any verification for the charges. Contacted UPS (subcontractor) and they can’t provide details for the charges either.
Total scam - poor customer service, poor service. Just quote it low, get the business and then fail in the service.”
“There is no way to note special instructions for collection or delivery when making a booking. I contacted ParcelHero immediately after making the booking with these details (to let them know that the driver needed to call the person sending the item to open a gate), but the lag in picking up this information meant the driver didn't have it, and bizarrely there is no way to contact the driver on the day of collection. So the item was not collected and a new booking had to be made.”
“Lovely easy to use website, giving options for several couriers…. Have used this five times now and only gripe was EVRI ( Nevri) which didnt bother to collect the parcel. I would suggest removing Evri from your site. They are utterly useless.”
“I measured, weighed, took pictures and booked a suitcase to be delivered from the UK to the US with Parcelhero, and it was perfect. After a week or so, they emailed me with an adjustment bill of $19.63 taken from my bank saying the weight was more by 3kg (from 21kg to 24kg). I knew it was impossible and complained. Then, they said it was due to an irregular size and shape and manipulated the invoice by cutting out the billable weight 24kg blank, but I already had a screenshot and knew they were trying another excuse to charge me more. It is not worth doing any service with a dishonest company. Your reply is a generic lie and you don't care beacuse people will give up arguing with you. You have done it to many customers and getting away. Shame on you!”
“Paid £25.09 for a shipment that was delivered successfully.
After delivery, a further £101.28 was taken from my card without prior notice, making the total £126.37.
Additional charges were applied after completion of the service, with no chance to approve or dispute beforehand.
Would not use again.”
“Ease of use with Parcel Hero Website. Excellent with Parcel Force. Excellent Collection. Excellent Delivery. 100%Customer Satisfaction. Will use again.”
