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 236,109 reviews.
Very good service. Always reliable. My parcel arrived safely .thank you
04/01/17 by Mrs Sylvie Fraser
I received a email after sending my parcel to say that it had not been delivered it was not in a cardboard box. The outer was parcel shrinkwrapped and inside were thick layers of bubble wrap and a flightcase (it was a keyboard being sent to Germany). A fee of just over £10 was requested as a surcharge to emable to to be boxed, which I paid not having much choice. I informed the buyer of the delay and when they received it they sent me a picture - it was exactly as I had sent it with the shrinkwrap and had not been boxed. I emailed Parcelmonkey for a refund, but they refused saying they had not had suitable packaging and that the charge made was now for administration. Needless to say I was not impressed!
04/01/17 by Barry
I have used this company several times and havent had a problem. Good price, good pick up and delivery.
04/01/17 by Sarah Groom
Good price and quick
04/01/17 by Customer
Good rates and great delivery time.
04/01/17 by Sadia
Made sending my parcel to Poland, easy and much cheaper than expected
04/01/17 by S. McGregor
Absolutely rubbish is the way I would describe these money grabbing, none compensating cowboys. If you are prepared to wait for countless days then go ahead and book. If you have better things then to worry about parcel collection and delivery then use a different company. I booked first time as a NEW customer and thought great. BUT no, I wait all day for a collection, nothing, I try to complain and all they have to say is sorry.. you need to reschedule collection. First and last time for me with this company. You have been warned. Still waiting for my refund!! Its been 5 days NOW.
04/01/17 by Jay Patel
Our Response: Dear Jay
Sorry to hear about this issue, Parcel Monkey do not make the collections, we resell courier services and they are picked up by the courier of your choice. We offer Live Chat to support with any issues, however as we do not employ the drivers who collect, we can only rearrange missed collections.
Apologies for the inconvenience caused
Kind regards
James
Good service and comunication
04/01/17 by James Cunningham
A very easy to use website, very quick, came up with some good options for carriage of a big heavy item, and the one we chose was very good and collected/delivered with no hassle. Will use it again, thank you.
04/01/17 by MW
I found Parcel Monkey to be really easy to use, very cheap and they deliver on time with all parcels intact and with a phone call to make sure I get the parcel. Fantastic service. Thank you.
04/01/17 by Customer Niki
Excellent service, best price offered!
04/01/17 by UK customer
having used PM for some time sending a fair few parcels overseas, i then had problems with collections and tracking, it would seem that for what ever reason when booking a collection the courier, ie Parcel force were given the PM headquaters postcode, so no colletions, then if a collection happened Parcel force then put a different label on it so i coild not traced it, what a headache, and to finish off Parcel force in Mitcham were telling me that i did not live where i am, having only been here 28 years, nightmare, could not get passed the online love stuff, inadequate!!!!!!!!
04/01/17 by Steve
Did not collect parcel.
04/01/17 by MXPUK
Missed my collection date, item was delivered 5 days later than scheduled. No customer service telephone number, their live chat people ignore you and barely respond. Stay away, use a proper service instead!
04/01/17 by Kaled Miah
Our Response: Dear Kaled
Sorry to hear your parcel was not collected, we do not make the collections, we offer a reseller service and you choose from a range of couriers, one to handle your parcel. This is the same service should you book direct a proper service as all we do is hand over the booking and they should then come and collect. All Live Chat tickets are answered and the average time for a response is just 7 minutes at this peak time of year.
Kind regards
James
I waited in 3 days for a collection over a 2 week period. They refused to offer me any recompense for my time and trouble! On another item, a pair of motorcycle gloves have been returned from Spain (Spanish customs) which they state if I want them returned I need to pay £15 (and lose the initial shipping cost to Spain!). Ill be using another courier site from now on
04/01/17 by X-MENSCLOTHING
Easy to use, I had a large parcel to send and wasnt sure how Id get it to the post office or how much it would cost. Parcel Monkey is so easy they gave me a price and the parcel was collected from my door next day fully tracked and delivered. Will definitely use again.
04/01/17 by Customer
2 parcels sent as one consignment fir 48 hour delivery. All the drop off arrangements,printing of labels etc very straightforward. Parcel one was delivered a day late, the safe place arrangements having been ignored, parcel two was delivered two weeks later (remember, sent as the same consignment, so takes some real incompetence to mess that up). Parcel two was also almost totally destroyed ! The contents werent valuable, but there must have been some pretty intentional mis handling for it to be quite so trashed! I have used couriers frequently before and never had such a poor experience!
04/01/17 by Parker
Our Response: Dear Customer
Sorry to hear that this consignment has been damaged in transit with the courier you choose via the quote engine
Please raise a support ticket on your account so we can ask the courier why this has occurred and proceed with a claim if you have opted in for protection cover
Apologies for the inconvenience caused
Kind regards
James
easy to use easy to track delivered on time no hassle.
04/01/17 by G Smith
I made an internet booking to take a parcel to a Depot (Parcelforce) , but after a 10m mile round trip the depot was closed. Your system should not allow me to have made the booking for that day.
04/01/17 by MR PAUL MAXWELL
I paid for 2-4 International delivery. I checked with DPD, the courier Parcel Monkey displayed, that I could send an old iphone and a new mobile to my family abroad. The only advice was to ensure the batteries were flat. 2 weeks on and no delivery. It turns out the items have been returned - but they havent. They now want me to pay £5 to get my items back despite me being ill-advised by them. Consider using an alternative service provider with better customer service. They arent fast or reliable. Edit: ParcelMonkey says the iphone is Carried on a no-compensation basis - whatever that means. DPD said theyd carry it. I clearly wrote on the Customs Documents, via ParcelMonkeys website, there was an iphone and ParcelMonkey allowed the transaction. ParcelMonkey wash their hands and blame the customer or the courier. They take the £20 to deliver abroad and cant even deliver the item back to me without demanding more money. Customer service is so bad, I would genuinely avoid. Ive never had such bad service. Contradiction of terms (a get-out term); and yet their website happily allows this.
04/01/17 by Beamsley
Our Response: Dear Customer
Sorry to hear about this issue. Mobile phones, iPhones and batteries are prohibited items and we display this on our site as per the prohibited items list given to us by the couriers who actually handle the goods as we do not, we are a reseller. It seems this is incorrect advice from DPD as if they said this could be sent it should of been okay, but it was returned by them, as we state, due to the iPhone. As the contract is with us, we would recommend to check our prohibited items lists and terms before sending. It would be worth making a complaint to DPD for misinforming you here. We have never advised you can send this, so this is why there is a return charge. DPD monitor all enquiries so we would advise to contact them direct and inform them of this misinformation and give them the contact name and details and they can look into this further for you.
On this occasion you are in contradiction of our terms and the goods do cost to get shipped back so this fee will stand I am afraid as the advise never came from Parcel Monkey.
Apologies for the issues DPD have caused
Kind regards
James
1 week later and my parcel still not collected. Customer services non existent - they dont even operate phones!!! And worst of all, in order to speak to someone through live chat you have to set up an account with them! In the end I just contacted the courier they had arranged to pick up my parcel directly. I had emailed them days ago but no reply. Better to book direct with someone else at least you dont have to jump through hurdles when you need to reach them.
04/01/17 by MVd
Our Response: Dear Customer
Sorry to hear the item has not been collected by Parcelforce, should this happen let us know via Live Chat or a support ticket and we will be happy to rebook a new collection or cancel and refund if the service is no longer required. We do not have a phone line as we have a comprehensive Live Chat service that is open 8am to 9pm weekdays and this is the most efficient way of handling issues and resolving them with the couriers, rather than keeping people on a the phone.
Please do get in touch and we will be happy to assist to get this picked up
Kind regards
James
pretty sure this all went well once it was dropped off, it was a few days before xmas and it arrived in good time
04/01/17 by MRS S L FRANK
Well i tried to send an item i sold on ebay, a rare item that i sold for £900, when the delivery drive came he said "dont worry mate ill put the label on in the van" okay i say, go ahead, thanks, and reiterated that it was fragile and to be careful thanks. Have a nice day. Parcel got lost by Parcel force! i insured it to the maximum i sold it for £900 but parcel monkey would only refund me the cost of the item at retail level which was out of stock. I got £900 for the item because it was rare and you co8uldnt get hold of it from any retail outlet. I eventually got £550 refund so lost out on £350, thanks a lot, NEVER EVER USING YOU AGAIN. EDIT: This is my Reply to trustpilot, I kicked up a stink about the fact you were given me under the value that the rare item fetched on ebay, you didnt care at all then, now i have posted bad review you suddenyly care, if you want to view the ticket its linked below. I was forced to accept the amount you offered me or i would of got nothing support2.php?CrmThreadHash=05fc6&CrmThreadId=387805
04/01/17 by Josepth
Our Response: Dear Josepth
Sorry to hear this has been lost with the courier, we do offer protection cover to add up to the value of the item. The claims team make judgment on this and wil pay out the correct amount of what the value is worth. If you are unhappy with the outcome then please address a support ticket as FAO Manager and we can look into this for you.
Apologies for the issues with the courier here, initially losing the goods
Kind regards
James
A seamless process and all tracking info was provided, also at a reasonable price.
04/01/17 by Mr ANDREW FOTHERINGHAM
always reliable and arriving even earlier than stated. THANKS!
04/01/17 by Emilia
Excellent service definitely use again
03/01/17 by Customer
Fast shipment, I will use it again for sure. But tracking facility is useless.
03/01/17 by Min
All good service
03/01/17 by Customer
Posted pack abroad just before Christmas got to destination within expected time. Cheaper than royal mail and efficient. Will use it again.
03/01/17 by Customer
great price. great service. quick collection. quick delivery. cheaper than dealing with the companies direct
03/01/17 by murphy, Scunthorpe
The good news - parcel delivered ok. The BAD NEWS - parcel monkey have CHARGED my card TWICE. I first reported this on 12th December, uploaded a copy of my statement, showing the two identical deductions, at their request, and over 5 weeks later all I have been told is that they have passed it to the "relevant department" repeatedly. I shall not be using them again. Be vigilant at checking if they have done the same with you! 5th Jan Parcel Monkey have now replied asking me to send evidence from my bank statement which I have already done at their first request in mid December (see above). More delaying tactics. ????
03/01/17 by M Manwaring
Our Response: Dear M Manwaring
Sorry to hear you have been charged twice, we would advise to contact the bank to get proof of this and then email us at [email protected] so we can double check and then look to issue a refund for you.
Kind regards
James
I have used Parcel Monkey many times mainly for overseas, and the service has always been excellent. This time is was a domestic delivery where they couldnt find the pickup address (no phone call), picked up the following day but the then it got re-routed by mistake, missed the delivery in time for Christmas and when eventually delivered, the courier blamed the delay as a result of confusion over whether the parcel was being collected or delivered to the delivery address! No automatic updates, had to keep looking on the PM website and no apology. It wont put me off using Parcel Monkey again but customer services could be improved.
03/01/17 by S Vanstone
Extortionate surcharges levied. Disgusting
03/01/17 by High profile user
Our Response: Dear Customer
Parcel Monkey is not a courier, we resell courier rates. If there is a surcharge for additional weight or volume, that the sender has failed to declare we pass this on to the sender as it is their responsibility to declare goods accurately at the time of booking. If these are unfairly raised, please let us know via a support ticket and we will challenge the courier on this. It is made clear at the time of booking that any charges will be passed on, during the booking process and agreed to by the sender.
Kind regards
James
amazing service
03/01/17 by Customer
Good service. Could track parcel to its destination.
03/01/17 by Alistair Clark
Collection on time, delivery on time, very easy booking process. Couldnt be better.
03/01/17 by Rod
Have used Parcel Monkey every year for family presents to Germany and always had a good service
03/01/17 by Customer
I paid for 4 - 7 day delivery to Australia for a parcel containing all our daughters Christmas gifts, all packaged well and contents carefully documented. Parcel was picked up from me on 28 November but it then sat in the UK for another two weeks. Shocking service the other end too, with my daughter spending hours and hours on the phone to them, with them never calling back when they promised to. Christmas came and went with no parcel delivery. In all, it took four weeks for them to deliver, by which time my daughter had gone on holiday. She has finally, after chaotic communications with the depot, picked it up today, 3 January. Basically can be summed up in four words: AVOID AT ALL COSTS!
03/01/17 by A Allan
Our Response: Dear A Allen
Sorry to hear there was an issue with the delivery service you choose via our quote engine
Should you have any problems please contact us via a support ticket or Live Chat and we can chase the courier involved to try and get the goods delivered as quickly as possible
Once again apologies for the delays with the service on this occasion
Kind regards
James
Easy and fast delivery.
03/01/17 by Matthieu B.
I sell hundreds of eBay items using other online light weight delivery services, and in most cases I have little problems. This parcel service however have mucked up another parcel and like the last time the almost non existent customer service leaves me waiting 7 days for a reply. Never again, closing my account once this is resolved.
03/01/17 by Customer no more
Our Response: Dear Customer
Sorry to hear you have had an issue with the courier you chose via the quote engine
We offer support via email and Live Chat and we will resolve any issue you are having with the courier
Apologies for the inconvenience caused
Kind regards
James
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