We ask our customers at random to submit a review of their Parcel Monkey experience 1 week after their order was placed. Here are those reviews, good and bad, giving you an honest insight into what you can expect from Parcel Monkey.
You can also read our latest reviews on TrustPilot
Our average customer rating is: 4.5 / 5 (4.5/5) based on 235,988 reviews.
I am utterly disgusted with the appalling excuse for "customer service", and the immoral practices used by this company. I made a claim for a damaged parcel, after my customer in the USA received part of their order in multiple pieces. The claim was for £75 - broken into £33 for the product, and £42 for postage and packaging costs (£39 to Parcel Monkey, £3 for packaging). I had also paid an additional fee to ensure that this parcel was fully insured for its contents full value in case of loss/damage. An investigation took place via Parcelforce, which both my customer and I had to provide a whole heap of information and photographic evidence for in support of the claim. As a result, Parcelforce contacted me to advise that they had approved the claim for the full value of £75, and to contact Parcel Monkey to receive the refund. Yet when I contacted Parcel Monkey, they offered me a "settlement offer" of only £33 compensation for the product value. I immediately rejected this, and tried to complain, but was ignored. When I tried to speak to their live chat, I was told that they couldnt speak to me about a claim, and that I had to reply on the support ticket, and wait for a response. Which I had done multiple times, with no reply. So I then took to Twitter to tweet Parcel Monkey expressing my dissatisfaction with their service, and requesting someone reply to my complaint on the ticket. All three tweets that I sent out were almost immediately reported to Twitter, and subsequently removed. And you wonder why you dont see any negative feedback about them on social media - its because they have every negative comment removed! After more messages, and having setup a second support ticket requesting Manager intervention, I finally got a reply from someone telling me that they would not pay out compensation on the shipping, as part of the order arrived undamaged - and therefore their service was deemed as successful... I argued this, and cited that if any part of the parcel arrives damaged, or not in the original condition that it was sent in, then their service is NOT deemed as successful, and therefore I would be entitled to a full refund of this service. I received a reply a while later stating that they have now paid compensation on the delivery, and to check the original claim thread... When I checked the thread, they had offered me £5 towards P&P... Again, I rejected this and sent another message, but again, was ignored. I had advised on multiple occasions throughout the day that I needed this to be resolved before 5pm, as that was my cut-off point for ordering in the replacement materials for this product for guaranteed pre-Christmas delivery to ME - let alone to my customer. And despite this, 5pm came and went, and no response or appropriate refund offered. Having spoken to the Parcelforce claims department on the phone, they confirmed that they have paid Parcel Monkey the FULL £75 compensation requested on this claim, which means that they have kept this additional money to themselves, which is both immoral and theft. However unfortunately Parceforce cannot pay me directly for this, as the service was purchased via a 3rd party broker. So in essence, Parcel Monkey are their customer, and not me. I was really impressed with their initial prompt attention to my complaint, and swift initiation of their investigation with Parcelforce. As well as the quick action and claim approval provided by Parcelforce. Its such a shame that the customer service provided by Parcel Monkeys claims and complaints teams following this investigation have been so dire in comparison.
01/12/18 by Tina S
All went well with two shipments. More expensive than Parcel2Go but more reliable.
01/12/18 by Phil
Could not get lnformation on where my parcel was so didnt know if it reached destination
01/12/18 by B stephens
Straightforward and efficient.
01/12/18 by Havers
Easy to use very good price compared to some company’s will be using again
01/12/18 by Mr Leon nicholson
Was given loads of options for different services and prices, picked up bang on time and was there the next day even though I went for 48h shipping
01/12/18 by David Denman
Very efficient
01/12/18 by MICHELLE
Parcel still not collected
01/12/18 by Sarah Leaver
Got charged extra for my parcel allegedly being of greater volumetric weight. All parcel measurements and weight that I supplied to them were correct.The website implies that they sort out the volumetric weight for you - this is not the case. Unacceptable way of doing business and I wont be use them again. Avoid this website..
01/12/18 by Customer
ParcelMonkey offer excellent 2 day service from England to France. in England, DPD picking up quickly and efficiently - problem is in France!!!
Parcel then given to Chronopost, DHL, or DPD who don’t bother trying to deliver then offer for it to be taken to post office. Thus a 4 day service- not 2!
Very stressful this end and a 12km drive to retrieve parcel. It’s the French parcel companies reason I have taken a star off! Sorry parcel monkey, get them to sort it out before you start losing customers.
01/12/18 by lorraine crookes
As always Parcke Monkey you did a great job - efficient reliable and trustworthy - from a small business owner its excellent service.
01/12/18 by Audrey Ball
Had to send a larger item which wasn’t available via the standard check out on EBay. Parcel Monkey have me access to alternative delivery services that well reasonably priced. Would use the service again.
01/12/18 by SF
I am really happy with the service that i received , but when the driver came to my front door, he was rude to me because of my Gender, because I am transgender he thought it was ok to smurck and snigger while picking up my parcel which was very important that I got to my niece in time for Christmas, plus it was delivered 24h hours later. Apart from that the service from cheeky monkey was just fine thank you,
I will be using cheeky monkey again.
Yours sincerely.
Miss Crystal Louise Carson.
01/12/18 by Customer Miss Crystal Louise Carson
Incorrect international Customs Paperwork Provided for my shipment. This has resulted in a significant delay in the receiving country. No communication from Parcel Monkey advising me of additional paperwork required. I only found out after calling the local courier to find out what is going on after Tracking information showed that local Customs had been aware of the shipment for 5 days. Avoid this company!
30/11/18 by Scott
Parcel Monkey are refusing to refund an overcharge for some jewellery sent in a small envelope, claiming it was a large box weighing several kilos! Happened more than once to me: This is fraud, plain and simple. Charging my account directly! Disgraceful
30/11/18 by Jo Barnes
Waste of space went tits up from day one, AVOID AVOID AVOID
30/11/18 by James
I booked a pickup for some important documents for 30/11/21. They have not picked up the documents as of 19:36 hrs. The payment was made, accepted and the pickup scheduled for 2 days time. The documents are time dated and must be delivered on time. I say to anyone reading this,USE ANOTHER COURIER SERVICE.I HAVE ASKED FOR MY MONEY BACK £32.00, WHICH I FULLY EXPECT TO LOSE.
30/11/18 by oldtrojanskin
Brilliant..would use every time
30/11/18 by Mrs Helen Garnar
Parcel is due to be delivered on Monday which would be 7 days to Australia, which will be happy about although obviously its not there yet so this review is slightly premature. But so far, good tracking (DPD), and good value and definitely will use next term - I have tried a few delivery services to Aus and this is the best so far.
30/11/18 by F.M. Campion
I have sent a parcel to India for orphans and widows on a 3-6 day delivery service. We’re now 8 days in and I’ve received an email that I can’t make head nor tail of and shipment has not arrived to the need required. It cost me £116 to send !
30/11/18 by Customer
A good selection of delivery options. I used DHL as they could collect from the house, on the day of collection, I was sent a timescale as to when they would arrive, and they kept to the timescales. The parcel was delivered the following day, as per my instructions.
I will use Parcel Monkey again.
30/11/18 by hugaby
Prompt and efficient
30/11/18 by Customer
overcharged us and refused to see our side of the story. Wont be using again
30/11/18 by Customer
Always the best service. I send big parcels to Lithuania couple times per year and it’s been the best experience. So fast and easy and of course good value for money. Recommending Parcel Monkey to everyone.
30/11/18 by Monica
Parcel overdue and no explanation
30/11/18 by ScooterModa Ltd
Avoid! Save your self the hassle and do not use parcel monkey. Here is why 1. You can book your collection for next day - but 2 weeks later you will be wondering what their definition of next day is. 2. You will be completely in the dark about where your goods are 3. When you finally have enough of waiting a crazy amount of time for them to arrive you will discover they too are in the dark about where your parcel is. 4. Fretting about the possibility of losing £300 of computer equipment and a lack of information you will be forced to leave a poor tp review to jolt them into action, using more of your valuable time on a “next day” collection and delivery service
30/11/18 by Heather Bramhall
Such an easy website to use therefore booking a delivery is made an easy task. Kept up to date re collection and delivery. Will definitely continue to use Parcel Monkey.
30/11/18 by Sheila P
Got much needed parcel on time
30/11/18 by Customer
Prompt collection and movement of parcel in the UK, but much slower in Italy.Always have to allow time for that leg!
30/11/18 by Customer CLIVE
Terrible service and even worse support team! Id recommend you working with a delivery company directly - heres why: Having received a quote I was happy to find intuitive interface and all. However, having filled the form, including phone numbers of a pick up location and delivery location for my parcel, I also added a note to the courier company. Having received a confirmation from the courier, I was surprised to find no mentioning of those details - neither phone numbers, nor the note to the courier. On the parcel pick up day, I needed to notify the courier about the parcel being left by the door - which wouldnt be a problem if a courier had a number and called in case no one was home. I called the courier company and found out that they did not receive that information (phone numbers or the note). They took all the info from me directly. If I hadnt called, the courier would have no way to get the note or call if they needed. It looks like some info could get lost in translation from Parcel Monkey when they send it to the courier. Is it a problem in API (data transport mechanism between Parcel Monkey or Courier) or something else - I dont know. I tried raising this with Parcel Monkeys support team, but their responses were mostly generic and irrelevant, insisting that they contacted the courier once I escalated the issue. Id recommend using the service with caution and you might end duplicating your request with the Courier in any case as, again, some of the info you provide to Parcel Monkey might not reach the courier. Working with couriers is a gamble already, so why adding another moving part that makes it even more difficult?
30/11/18 by Misza
great way we arranging parcel delivered
30/11/18 by asif malik (car lot harrow)
Excellent service. Can’t fault you at all.
30/11/18 by Mrs Eileen Dickinson
I send a saddle in a large box, I gave the correct dimensions and weight (8kg) then after the delivery received an email saying due to the size of the box they had calculated that the box should weigh 29kg! Which is ridiculous, how can you estimate the weight that way, it could have had feathers in it! I was advised they would be debiting my card £1.52! Where does it say that they do this on the site?!? I sent numerous emails /messages and eventually received a very complicated mathematical calculation to explain why this happenex. Absolutely Crazy I have shipped many parcels/boxes and have never experienced this problem before. I will not be using them again and would have given them 0 if I could. Disgraceful, dishonest and misleading company.
30/11/18 by Denise Edge
Was simple and easy. Great to track the parcel in France and let my daughter know when to expect it! Would definitely use again.
30/11/18 by karen
Prompt pick up arrived un damaged next day as promised. Reasonable cost, very happy.
30/11/18 by Susie Griffiths
excellent service
30/11/18 by Mr robert white
Quick delivery I am impressed once again by parcel monkey
Well done you guys
29/11/18 by Ida Meye de Souza
Easy to book, great prices to send parcel abroad
Could not be easier
29/11/18 by Customer
Collected on time on Friday by Parcelforce. Delivered to address in Italy on Wednesday. Cant get much better than that!
29/11/18 by Roger Hales
Delivered on time and a decent price but the tracking was still showing the parcel as being at my local drop-off point until the day of delivery.
29/11/18 by PM
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