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 235,665 reviews.
I use parcelmonkey to send my parcels to outside of UK. They do well, shipment is in time, no problems, so headache. 5star!
01/11/16 by Andras from London
Would never use parcel monkey again goods not delivered parcels lost no Communication to sort problem a shabbles with no apology
31/10/16 by Lorraine Leatherland
Our Response: Dear Lorraine
I am very sorry to hear that the goods were not delivered, we at Parcel Monkey do not handle the parcels ourselves, we resell the courier rate via our quote engine and the customer chooses which courier will come and handle their parcel. We offer a Live Chat service on our website so you can speak one to one with our team and they can help resolve your issue so please do get in touch.
Apologies for the inconvenience caused
Kind regards
James
Paid for next day Saturday delivery, the item was eventually delivered a week later. Awful customer service who ignore your queries in the hope you will forget. AVOID.
31/10/16 by J Shepherd
Our Response: Dear J Shepherd
Sorry to hear about the issue with delivery, we at Parcel Monkey do not handle the delivery of goods, we take the order and then hand to the courier you choose from our quote engine. We offer Live Chat customer support and email support and every enquiry is handled.
Please let us know the PM order number via your Parcel Monkey account and address the ticket as FAO Manager so we can look into this further for you.
Apologies for the inconvenience caused by the courier
Kind regards
James
Not only did they lose my parcel just from south england to France They lied said it was delivered when it wasnt? They couldnt even provide Prof it was sent to GLS in France even though they were supposed to of delivered it? Asked 3 times for it they said they would look into it but never even bothered to reply? So they dont even have record were it went? Iam taking my complaint higher but wanted to warn people not make the same mistake as me, and trust them with your Things. ETA As theres no reply here Just to say to james at parcel monkey I have already sent them my PM number some 7 months ago and they have done nothing yet to even find the paper work for it and send me prof let alone find the parcel. As for saying they dont handle it? Well as parcel force and GLS have told me as it is sent through them there the ones to deal with it when there is any problems. And dont expect any help from them apart the sorry for any inconvience email.
31/10/16 by Dave
Our Response: Dear Dave
Sorry to hear about the issue with the parcel delivery, we do not handle the goods we resell the courier rates. Please let us know the details on a support ticket addressed as FAO Manager so the team can step into assist and chase this with carrier.
Kind regards
James
Terms and conditions for carriage of international shipments are not clear, and it was not indicated that any returned packages would not be to me but to parcelmonkey in Southampton!
28/10/16 by Customer
The worst service I have even seen! A package with a value of 350BP was stolen! No one knows where but ParcelMonkey and DPD wrote down the collection moment.. Now, can anybody tell me how the package disappears from the driver hands or from the van without being notice! Parcel Monkey knows that parcel was collected on the 11th October and until now didnt proceed with any refund, even after DPD declared that parcel have been lost! I tell you, by my experience, the delivery services provided by Parcel Monkey are fake, all of this seem to be a scheme between companies to rob customers with value parcels. Nothing else shows the opposite. The fake support service takes 24 hours to answer our tickets and the answers are always vague and unsolved, like "we are sorry for this.. we are waiting for the courier information.." but more than two weeks have past since collection and more than one week have past since DPD inform me that package was lost!
27/10/16 by Filipe Nuno Graça
Our Response: Dear Filipe
Sorry to hear about this issue with your package, we at Parcel Monkey take the order and hand to the carrier DPD who then handle the collection and delivery. We help thousands of customers ship items everyday for less with various carriers and when items do get lost we have a claims team in place to support. Please do let us know more about this item by raising a support ticket as FAO Manager with the PM number so we can look into this with DPD and help locate the goods.
Kind regards
James
Parcel Monkey has the worst Customer Service ever. They dont have a phone number, which makes everything much more difficult when you are trying to sort out any kind of issue. I had no idea which company was in charge of my parcel, I had a non-known number of tracking numbers and no one was able to give me any information about where my parcel was. It took longer for my parcel to get to the destination (over than one month) although they said it would take between 9-17 days. You have no idea how stressed and anxious I got because of this company. RUBISH! Never again I will use it. Avoid it!!!!
27/10/16 by Mariana Vidigal
Our Response: Dear Mariana
We at Parcel Monkey offer customer support via Live Chat and email, as we liaise with the couriers to resolve issues and this we have found is the best of working on fixing customer problems. At the time of booking, the customer chooses which service will be handling the goods and we then pass the order through to that courier to ship, so you would only choose a service that you want to use. We provide a PM order number at the time of booking to use on our site to track parcels, plus the support team can provide the direct tracking. If you are concerned with the estimated delivery time provided at the time of booking we can contact the couriers handling the shipment for any updates also.
Apologies for the issues with the courier
Kind regards
James
Although I paid for premium shipping and courier pick-up, the courier did not turn up. I got in touch with customer service who was not helpful at all, instead, they told me I had to wait for the whole weekend until Monday for my parcel to be collected. No sorry, no explanation, no refund. In short, no service. Never again!
27/10/16 by Customer
Our Response: Dear Customer
Sorry to hear the collection was not made, we do not make the collections we hand the booking over to the courier you choose on our website, in this case Parcelforce. If the courier fails to collect on a Friday then the next working day will be the following Monday. We can contact the courier to see why they failed to make this collection also.
Apologies for the inconvenience that Parcelforce have caused by not picking up this item
Kind regards
James
WORST SERVICE EVER. TOOK THEM FOUR HOURS TO TELL ME THEY CANT CONFIRM A POSTAL CODE IN THE UK!!!!!!! NOW IM TRYING TO CANCEL MY ORDER...THEY ARE INCOMPETENT AVOID AT ALL COSTS
26/10/16 by Omar
Our Response: Dear Omar
Customers provide the collection and delivery addresses and they need to verify these before they book a collection. When a customer places an order it is verified with the chosen courier company as to whether or not they can process the order. If incorrect details are provided then this will show up as an error, and we leave a message on your account. If you wish to cancel the order please let us know on Live Chat and we will be able to cancel and refund the order for you, or you can provide correct delivery and collection details so we can submit the order.
Kind regards
James
Good service
26/10/16 by linda bodily
I have already posted the detail of my attempt to have two parcels delivered ... of how due to Parcel Monkeys inefficiency and muddle my parcels were destined to be delivered to the same address...... of how I was advised to cancel the whole transaction and start again...... and then to be charged for the whole process even though I carried out exactly their instructions.....and then their feigned inability to understand what had happened and their juggling of my attempts to rectify the situation between numerous different advisors and finally to impose a settlement of refund of a fraction of the money removed from my account.DO NOT USE THIS COMPANY. They still owe me money.
26/10/16 by Harry Ludgate
Our Response: Dear Harry
Sorry to hear about the issues with the delivery, we do not ship the goods ourselves as a courier reseller. Please raise a support ticket on your account and address as FAO Manager so we can assist via your account.
Apologies for the inconvenience caused
Kind regards
James
The delivery was unsuccessful due to an issue with the address/number/no answer. I received no notification at all. I had to contact DPD who actually made the dleivery to find out what had happened.
25/10/16 by Jessica Farr
All is okay .I am very happy with them .Thanks a lot!
24/10/16 by luminita
Had our parcel collected on the 19th and was delivered on the 24th, pretty happy with that considering its gone from the England to Poland in 5 days and there was a weekend in between. Brilliant price for what you get, comparing it to royal mail is was less than half the price, will use this service again really happy with the speed it has arrived with a potential customer.
24/10/16 by Customer
I shipped 5 parcels from UK to Italy using Parcel Monkey after buying the extended liability coverage. I received the parcels in horrific conditions, even my Kitchen Aid broke (it really takes a lot to break metal into 2 pieces!!), and even if I had bought the liability and specified that the item was used, they wanted to see a receipt and asked me to take a picture of the wrapping after 2 days I submitted the claim instead of asking straight away. ONLY USE THE SERVICE IF YOU HAVE TO SHIP WORTHLESS ITEMS.
24/10/16 by Alessandro Delfino
Our Response: Dear Alessandro
Sorry to hear about the damage caused to your parcel, we at Parcel Monkey do not handle the goods as a courier reseller, the customer chooses which courier they wish to use via our quote engine. In terms of the claim we do need to know what sort of packaging was used to ship the item in as this is then passed to the carrier who handles the goods to see if it met the guidelines. If you are unhappy with the outcome of your claim please raise a support ticket via the Contact Us tab on your account and address as FAO Manager. This then means the outcome of your claim can be looked into.
Apologies for the inconvenience caused by the courier handling your items
Kind regards
James
Did what they said they would ...... refreshing and will use again ; )
24/10/16 by Stephen foster
They did what it says on the tin, thanks
23/10/16 by Customer
At this point PARCEL monkey has my money & I have had no action whatsoever my end, including no communication. The supposed carrier has not been in touch, & nor has PARCEL monkey. This site was recommended to me but unless they take some action to rectify the situation, I will not be using again. Please feel free to contact me, PARCEL Monkey: my PARCEL still needs to be delivered - or you can offer me a refund, at very least.
22/10/16 by SALLYANNE DOYLE-CADDICK
Our Response: Hello
Sorry to hear your item has yet to be collected, we at Parcel Monkey do not pick the goods up. When the courier fails to do this just let us know via Live Chat or a support ticket and we can contact Parcelforce to get this picked up. We have now rebooked this in for a collection today and the driver will arrive between 8am and 6pm.
Apologies for the inconvenience
Kind regards
James
Not expensive and in time. Tracking system really good. Thank you.
22/10/16 by Aggie
ABSOLUTELY BRILLIANT. THE COST OF SENDING PARCELS HAS GONE TO SILLY AMOUNTS AND PARCEL MONKEY BROUGHT IT BACK TO NORMALITY!!
22/10/16 by Customer
Apparently even though I booked a next day service, Parcel Monkey (who I booked through) and DX (the courier) think it is acceptable that it took three days for my parcel even to be collected and then another three for it to be delivered! Neither would issue a refund! I gave them a second chance and booked another next day service to be collected today and surprise surprise my parcel is still here! So I have just emailed them to cancel my order. I will NEVER use them again!! BEWARE!!!
21/10/16 by Terri-Ann Beckenham
Our Response: Dear Terri
Sorry to hear about this issue, Parcel Monkey do not handle the shipments we resell the courier services via our quote engine. The service times provided are an estimate provided by the carrier. Should you wish to raise this further please do raise a support ticket on your account and we will be happy to assist.
Apologies for the inconvenience caused
Kind regards
James
From pick up to arriving at destination good
Only down side was parcel wasnt signed for at destination just left outside. Not sure if they had trouble finding door number but tracker said signed for but it wasnt and could have been taken.
21/10/16 by Customer
Great price, and the package arrived on time which I was very pleased about. However, as soon as I opened my box, the most important item along with others were smashed. The items were not that delicate but I wrapped them up extremely well with extra padding anyway. It looks as if the box had been crushed and smashed with huge force. If the couriers have mishandled the package, then Parcel Monkey should not be providing their customers with unreliable companies and should take responsibility for this. I am really surprised as I have been recommended Parcel Monkey from many people with great experiences. I just wish I had known they dont take care of your parcel before I had sent my favourite things.
21/10/16 by Chloe Dalrymple
I have sent two packages to Italy and they have arrived in 5 days!
I cant be happier.
21/10/16 by Raffaella
The service was great and the delivery was on time. What more can you ask.
21/10/16 by Mrs J Thornton
Please do not trust this company to deliver. We used this company to deliver two items. We had to keep chasing to find out if the delivery was made when they told us both items have been smashed. They refused to accept any responsibility and the only contact was through email and never refunded our money. A terrible an upsetting experience.
21/10/16 by Philip Newman
Our Response: Dear Philip
We are very sorry to hear your item has been damaged. Parcel Monkey do not handle the items as a courier reseller so this would of occurred whilst in transit with the courier of your choice. When goods are damaged we have a claims process to then go and raise this with the carrier who are responsible for the handling of the goods and depending on the packaging or the contents of the parcel we can then come to a resolution. Please do contact our support team via Live Chat or a support ticket and we will be happy to assist.
Apologies for the inconvenience caused
Kind regards
James
parcel was damaged and came after ten working days
21/10/16 by unhappy customer
Dont bother using Parcel Monkey. Issue ongoing since September - dont waste your time.
21/10/16 by LAS
Our Response: Dear Customer
Sorry to hear you have an ongoing issue, please raise a support ticket and address as FAO Manager so the team can look into this and help get this resolved
Kind regards
James
Good prices, easy to complete an order, Shall use again
21/10/16 by Customer
I have always used parcelMonkey to send items internationally, cannot fault their service. Pick up & delivery dates are always what is show on the site. Will recommend parcelMonkey to others and I will continue using them. Also, they are a lot cheaper for the same exact services that you can find on other delivery sites, who doesnt want to save. Thanks ParcelMonkey
21/10/16 by A Noori
They came the next day to pick up my parcelled and it was delivered in 4 working days to Italy and the parcel did have a scratch!
Very satisfied!
21/10/16 by Sebastian
The issue with this company is the woeful lack of customer understanding. Essentially you are dealing with two companies, parcelmonkey and the courier. This means double the chance for something to go wrong, it also means that parcel monkey have someone to hide behind when something goes wrong. Dont bother asking parcel monkey/courier to communicate with each other, this is nigh on impossible. If your parcel gets lost, you are fighting a losing battle to get a refund.
21/10/16 by Cameron Shearer
Amazing site -so easy to navigate and then trouble free collection ! This was the first time I had used Parcel Monkey, and will definitely not go anywhere else now - 1st class!!
21/10/16 by Claire Coverdale
I wanted a parcel delivered, you recomended a reasonable delivrry servce, i ordered a Parcel Delivery, and they delivered it, not good, not bad, just exactly as ordered. I would use you again because you do what you say you will.
20/10/16 by David
says there is a problem... just delays everything. why cant things be simple
20/10/16 by Henry-Luis
Ive used Parcel monkey 2 times this month, both times Parcelforce24 was used for speed, 1st time it took 3 days to collect the parcel but only after filling in a non collect form, 2nd time returned to depot because address could not be found, a large hotel in Scotland ??? I was not informed it was returned to depot, only when I chased it ?? Very poor service twice!
20/10/16 by Tony Harrison
I have been using Parcel Monkey for a couple of years now it is easy to use and they all ways give you plenty of carrier options .
20/10/16 by David Belton
Quick delivery to Spain at a decent price.
I needed some car parts from the UK. The dealer quoted £30.00 delivery
I arranged my own delivery through Parcel Monkey for £17.00
20/10/16 by Customer Dave Olley
A very simple to use service which consolidates and presents options for deliveries of parcels of different sizes, values and urgencies.
My only reservations was that their colection/drop-off instructions/labels lagged a little behind the actual payment (probably because they have to pull in data from the actual delivery provider) though only by 10 minutes, and their own tracking doesnt seem to be much use (You need to get the tracking information for the actual company handling the shipment)
But, will use again in future.
20/10/16 by Tony F
Collection took less than 20 minutes from booking.
Delivery was timely (not 48 hours but three days), however I was expecting tracking info to be emailed. It wasnt but I could access it via the website. Would use again.
20/10/16 by Steven M
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