Parcel Monkey
Reviews and Complaints

Can somebody explain why my collection pick up date was delayed by a week with no communication with myself? I've had to rely on family in another country to contact you? I paid my money I expect a professional company like yourself to send my package on time! I have receipts claiming my suitcase would be collected from miami on 22nd september 2017 that would take 2 - 5 days in transit. However, on my tracking number my suitcase wasn't collected until 27th september? I want a professional response and a refund.

Invoice for order - pmove5xp
I made my order with you 14th september, it's now october 2nd and I have no suitcase in my possession

Demileigh sangra.

I have just used the live chat to enquire about an issue I am having with booking a service. After clearly giving the details of my parcels (dimensions and weight) and from where and to where I want to send my parcel to, I was given a very vague answer: "hello, I am afraid we wont be able to provide a service for this. The services offered by the system depends on the information that you provide"
When asked what was the problem with the 'information' I have provided I was given no answer. I send several messages to the same chat enquiring wether there was still someone available to help me. No answer. The user appears to be online and has clearly read all my messages as it says on the chat.

I have now been waiting over 40 min for an answer, which I doubt I will ever get. I believe this is unacceptable from a customer service. My messages have been clearly read by the customer service but no one has bothered to answer my request.

Hi,

Shipment id: pm5527696

I used parcel monkey to send some etsy goods which I have sold. As an artist I was delighted to have found their service and thought I would be using them lots in the future - however I am having some serious issues with a delivery which never made it to the customer despite my many, many attempts at getting this sorted. There is a long support centre enquiry: shipment pm5527696

Here is the brief summary so far:

Courier ukmail

Collection 23rd june (occurred)
1st attempt @ delivery 26th june (occurred but no customer in to receive parcel)
2nd attempt @ delivery 27th june (occured but no customer in to receive parcel)

Here is where it gets frustrating...

Promised redelivery 29th june (see parcelmonkey message from carla wednesday 28th june 2017 at 13:50) - no show by courier
Promised redelivery 30th june (see parcelmonkey message from ashley thursday 29th june 2017 at 15:23) - no show by courier
Promised redelivery 3rd july (see parcelmonkey message from carla friday 30th june 2017 at 13:39) - no show by courier
Between 3rd & 6h july attempted to get the parcel re-delivered to a work address for my customer (see parcel monkey message chain)
Promised redelivery to work address 7th july (see parcelmonkey message from lukasz friday 7th july 2017 at 10:35) - no show by courier
Promised redelivery to work address 10th july (see parcelmonkey message from chelsie friday 7th july 2017 at 15:21)

Here is where it gets really frustrating and I reach boiling point...

No repsonse from parcelmonkey - I managed to speak to ukmail in person and discovered that my parcel had somehow now found its way to 21 tolgate business park, chandlers ford. Sl53 3tg and was signed and recieved by ramiah (nav?) on thursday 06th july 2017 at 09:17

I have now been charged to have my property returned to me, despite numerous attempts by me to get the parecl shipped to where it should have gone. I have been offered (but only after continuous back and forth the admin fee of £5 be waived) - this is not good enough - I have now had to pay £27.80 for a service which was farcical!

I am furious with the service I have recieved from parcel monkey. I feel like I have been continually fobbed off day after day with promises that my item was out for redelivery when not one of these attempts occured, you can clearly see this when you look at the item's tracking history.

This is appauling customer service. I am an international speaker and I often train companies in customer service and I will be using this as an example of a time when a company demonstrated a complete lack of care towards it's customer.

I thought people should be made aware of the dreadful sevice which parcel monkey's 'customer care' department is dishing out.

I have made copies of all of my correspondance for future reference.

Yours,

Jamie

I paid for collection and delivery with order pm5512945. Three times delivery was scheduled with dx through parcelmonkey and three times the collection failed, because dx have no record of the order being placed!
I want my funds returned via paypal, £53 approx. I have the rest of the transcript on pdf.

A refund please to restore any credibility as a legitimate uk service provider.

I have been informed that parcel monkey are 'disposing of my property without my permission. I have provided them with the information regarding the return of 2 parcels to me but they have ignored this.
The order was placed on march 14th, some 2 weeks after an almost identical order was safely delivered to the uae. The chosen uk courier was dpd, which I have used successfully on several occasions. I dropped off the parcels at their designated depot and still have the record of this. Some 2 weeks later, I was contacted by parcel monkey and told that the parcels had not been delivered. There was no reasonable explanation for this. Eventually I was contacted by a dpd manager who told me that the parcels had been checked at customs and returned from the uae. Unfortunately, at the same time my partner was very ill in hospital and I was not able to receive the returned goods that week. I contacted the manager when he was discharged, but by then the company had returned the goods to parcel monkey, who have refused to comply with their contract to deliver the parcels which contain innocuous goods, identical to the previous parcel ; have not managed to return the goods to me, probably because dpd have lost patience with parcel monkey. I have had numerous conflicting emails which require the information that the company already have and the parcels themselves and when I supply the information that they require, they do not use it, but destroy my property and ignore my requests for a refund.

Hi,

I sent a parcel through parcel monkey to india. They use the courier dtdc in india. The courier company updated the online tracking status as the parcel has been delivered and signed for by some unknown person, but it was never delivered.

When I contact parcel monkey for help, stating that the parcel contains confidential information like my passport copies, bank details etc and I has not been delivered yet, even though the tracking status shows its delivered, they were least bothered.

They emailed me saying that the emailed the courier company and will get back to me when they respond.

I chased the courier company myself from 7:00 to 16:30, and they finally delivered the parcel the next day at 16:30.

When I mentioned all this to parcel monkey and asked them to raise a complaint, they did not want to raise one. They instead said that these things keep happening and our courier company usually have a success rate of 98-99%. So they were not ready to take any responsibility for it.

I did send parcels through dhl previously and they at least take responsibility for the contents.

Please do not use this company, as they have the worst customer service ever and are least bothered about the customers.

Thanks,
Kirthi

Tracking showed my package arriving in redondo beach on november 29. It has never been delivered to the german address and tracking has been "unavailable" on their website for weeks,
. No one responds to my emails. The shipping was $56. And the toys, books and outfit in the package worth over $100. What can I do? Disappointed and furious! The tracking number is pm1008998.
When I saw that delivery would be on time for christmas and the good reviews, I trusted parcel monkey... I followed their instructions, printed my customs label and fedex came out promptly the next day to pick up the package... The tracking was easy to access at first and showed the package traveling within a day or so to redondo beach, ca (I live in northn ca... Ukiah 95482. I kept checking but christmas came and went and no package was delivered to my granddaughter.
Since then... No replies to my emails and no tracking available. What recourse do I have now?

The parcel was mailed on october 24th, 2016 and was supposed to reach within 10 working days to india. Today is december 8, 2016 and I am being given the run around that they are contacting the shipping company and will update as soon as they get confirmation.
Attached are the screenshots of my chat with their representative.

Today they are asking me to submit a claim as the matter is still under "investigation". Very conveniently, of course, the claim has to be filed within 14 days of the date of delivery except that for 14 days they give you the run around that your parcel is on the way and they will update.
They do not have any contact telephone number and I got the address with difficulty.
This is the address I was given:
Parcel monkey,
8601 nw 27th street,
Doral, florida 33122.

It is also in the screenshots of the chat attached to this complaint.

Thank you

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.

I made a order for one parcel on the 26th december order id 3313241 which is to be sent internationally. I was charged twice through my credit card as though I had two parcels. I contacted them and they said when the parcel was picked up they would cancel the other tracking number. I contacted them again once the parcel was picked up. I received a reply saying the parcel had been scanned and the other tracking number would be cancelled and they would give me a refund. As I was waiting for a week and the refund did not come, I contacted them again and they say they will not refund as there are two tracking numbers in use. I explained they said they would cancel this and it is not my fault. I have sent numerous replies to them asking for a explanation as to why I should pay for their mistake. They do not answer other than they can not refund due to the tracking numbers. My account name is [protected]@gmail.com and tennis123 is password to access all conversations as I dont seem to be able to copy them.

I am sorry but I need to share the poor service and low quality service of parcel monkey. My parcel was lost and free insured was for 150£ as stated on their website. Unfortunately, it is a lie as I did not have any compensation (except the shipment fee which was 22£), because my parcel contained "personal belongings" (sarcastically it makes me laugh thinking that they might assume that I should send someone else belongings to get compensated?). To keep it short they lost my parcel containing few expensive good of which I have not received the 150£ of compensation.

Tracking number [protected] other ref :uf7530997 date of parcel collection :26/10/2015 desireable resolution : refund I sent my parcel and they said its held at custom due to high invoice value and then I received a call to change to value and guy said I will guide you and after that changing invoice as per his instruction, very next day he said your parcel is disposed off because you couldnt manage to sent an changed invoice time and its all happened in 12-16 hours, I requested the updated status of parcel more than 20 days ago and deadline finished in less than one day. now they are not able of provide any sort of documentaion eg invoice and dispose off parcel they are trying to use the tactics of time pass, so I am not able to chased the status of my parcel in custom and its more than 6 weeks and now I want my refund. please look into and reply me back my contact number is [protected] email: [protected]@hotmail.com

I have no words.

A push chair for my disabled 2 year old (cardiac problems) was supposed to be delivered monday morning. It's now thursday. After waiting in all day, I managed to call city link. Their excuse was that the postcode of the address label was wrong, the only was to rectify this was to contact parcel monkey and get the sender to agree to changing it. Tried finding a way to contact parcel monkey. No number. I can write them a letter though, how nice, they might get it in 2 weeks! The sender was amazing and done all she could to get the address changed, but by tuesday, again, no delivery. Contact city link again. "it's still at manchester depot. It won't be with you till wednesday, the correct information hasn't been forwarded through from parcel monkey". So, 2 days stuck in as I don't drive, and my two year old can't walk far without severe shortness of breathe and tacicardia. I now spend all day "tweeting" to parcel monkey. Who ofcourse blame the sender and city link. They now say it will be with me by wednesday.
Wednesday. No pushchair. I now have a £58 phone bill from being on the phone to city link for over 5 hours in the last 72hours. Again I phone city link. Where is it? Apparently still in manchester. Sender now gets involved and phones them, they tell her its in maidstone, so which is it?! I now get the press involved. I notify the sun and the daily mail via twitter. I tell parcel monkey that I was atleast my phone charges paid for trying to resolve this situation. I recite to them the 3 t&cs of their contact that they've broken. I have attached their response. They blocked me. It's now thursday. Where is my daughters pushchair. We haven't left the house in 4 days. She's distressed. I have no milk. I have a phone bill I can barely afford and a £300 pushchair that is nowhere to be seen. Phoning trading standards today and cab to see what I can do via the small claims court. Any advice would be amazing. I'm a the end of my tether. Regards, freya.

Very unreliable and disgraceful. Be warned, especially for international deliveries, this company double charge you, they pass your parcel to another company to deal with and think they have no responsibility on your parcel after they passed it away. They charge you for their company and once it's passed to another company overseas, that particular company need another postage fee to deliver your items. So it is not double the price!

I sent a parcel with contents worth less than 20pounds, some old photos, some sweets to thailand. Parcel monkey charged me 40pounds for delivery, the parcel was then passed to dhl in thailand. Thailand dhl requested another 40quids to deliver the item to destination. I emailed parcel monkey, they said it is a tax. Come on, some photos, some old clothes and some sweeties for 40pounds tax? That absolutely ridiculous. I used other companies to sent things similar before but this never happened. Parcel monkey made the reviews on their website looks so good, but they are all lie! Iread about their review else where and you will see the truth. This company has a serious problem!

I deal with parcelmonkey.co.uk shipping for transport my car. I tried to reach them by phone, emails, messages but they have never answered. Finally I contacted another company that helped me to deliver the order. I just want to get money from these scammers now.

Customer service shocking. Asked for money back as my ebay feedback was going to be tarnished. I was pointed to terms and conditions saying they will do nothing until its 5 days late and that it basically happens which is beyond their control.

Tracking information didn't work, and although I put the email address for myself and the buyer, neither of us got any information.

DX took 20 minutes to find me as a customer and once they did they told me it was delivered, when it was not. When I said it hadn't, they agreed.