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 236,114 reviews.
Very good. Cheap, emails were quite, pick up on time.Cant ask much more!
13/09/16 by Dr John Strachan
This is by far the WORST customer service I have ever encountered. I used them to send a wrist watch to India as a gift to my father-in-law (let it be noted that I was never told that a wrist watch cant be sent by mail); however this was then returned to the "account holder" and not me the customer. I have been in very lengthy discussion with the customer service reps, and I must say that I was terribly disappointed with the way it has been dealt with. They have pulled technicalities and thus I will not be eligible for a refund. I was told that because I did not include the customer invoice (which I was never informed to include) I will not be issued a refund. Worse service ever and thus will NEVER be using them again. ----------- Update----------- Hi James, Please see link below for the complaint. support.php?CrmThreadHash=68a90&CrmThreadId=414870 Thanks
13/09/16 by Anonymous
Our Response: Dear Customer
I am sorry to hear about this issue, please raise a support ticket and put FAO Manager so we can look into this problem for you and come to a resolution.
Apologies for the inconvenience caused
Kind regards
James
Good price, picked up when stated and package arrived in the USA within 3 days
13/09/16 by Customer
Item being sent from Derbyshire to Norway ended up being delivered to an address in Glasgow. Parcel Monkey were hopeless dealing with it as were Parcel Force who did not want to know. Ive spent 2 weeks chasing this up daily and they cannot even tell me where they delivered my package to so that I can drive the 600 mile round trip to retrieve my package. As bad experiences go this is one of the worst ever and I will not be using either Parcel Force or Parcel Monkey again. --- Personally I find Parcel Monkeys response below pretty insulting, they did not have time to respond to me yesterday (I am still waiting for them to give me the address where they delivered my parcel) but they did have time to post a message saying I should contact them so they can help. I have contacted you and I am still waiting for a response 24 hours later. You can keep the money, just tell me where my parcel is so I can go to Glasgow to collect it. Also I contacted Parcel Force yesterday and despite Parcel Monkey claiming they were talking with them on a daily basis, they said Parcel Monkey had not contacted them and they would not help me as Parcel Monkey are the customer, not me... ---- They have now sent me the following response rather than tell me where they delivered my parcel (which has a signature and has been delivered in the Glasgow area); it pretty much shows the extent that they care about their customers: Claims Team Good Afternoon, We are sorry that your parcel was not delivered as arranged. The next course of action would be to raise a claim however, after further assessment of the above reference, we regret to state that you are not eligible to claim against your parcel. As you did not take any protection cover against the parcel unfortunately we cannot raise a claim on your behalf. Please accept our sincere apologies for any inconvenience caused. Yours Sincerely, Claims Department Parcel Monkey
13/09/16 by David Hampson
Our Response: Dear David
I am very sorry to hear of this issue with Parcelforce, please let us know the PM order number and we can look into this for you via a support ticket. We can then try to resolve this for you with the carrier.
Apologies for the inconvenience caused
Kind regards
James
I sent out a parcel which was insured. The parcel broke in transit and the person receiving it was not happy. I have contacted parcelmonkey, and they made you fill out a claim form which had a deadline of 5 days, then upload pictures as proof (so i was asking the recipient to send all this via email)..... then they have the cheek to say you have to wait whilst their courier (parcelforce) investigates it in the sense they send out a form to the recipient (questionnaire) to complete. I sold this item to someone, and instead of making things easier, they put you through a process which could take weeks so you have an angry recipient, lost trust and a prolonged process. They do not realise 1. We bought the item from them, not the courier direct so to drag us in their claims process which could take weeks is absurd 2. They do not realise their is a person, who has got a broken item, and then prolonging the claims process by sending out forms etc is absurd. 3. Funnily enough, the recipient is claiming that no form has been sent out to them - a little bit of coincidence and I wonder how parcelmonkey will close this case.... PARCELMONKEY - customers deal with you direct, so to drag them into your claims process whilst couriers such as parcelforce (who from my perspective are a third entity in this as we did not purchase directly from them) who take their time to send out questionnaires is absurd. You should either contact the recipient yourself via phone or email (i.e. take responsibility) and not ditch it on the courier whilst allowing your customer to suffer, or refund your customer and take as long as you want to deal with parcelforce, if you wish to do so.
13/09/16 by zubair
Our Response: Dear Zubair
Sorry to hear the item has been damaged, we do not handle the goods as a courier reseller, we hand it over to Parcelforce. This does mean they are involved in the investigation of the damaged goods and it does take time to handle claims. Once it has been done you will be made aware of the outcome via your account. If you are unhappy with our claims procedure may I advise you raise a support ticket and put FAO Manager and they will be happy to respond to your feedback.
Apologies for the inconvenience caused
Kind regards
James
It was the most economical yet most efficient choice
13/09/16 by Sam
Due to a Parcelmonkey website malfunction, my order got cancelled without adequate effort to get in touch with me to resubmit it. I had to order a last-minute replacement, costing me twice my original delivery and over an hour of time waiting for the later pickup time. I submitted a complaint, and although my original delivery (the one that didnt happen) was reimbursed, they refused to cover the cost of the replacement at all.
13/09/16 by Customer
Excellent service as always from Parcel Monkey - amazing that parcel can be collected Monday afternoon in North or England and delivered to South of France pre 10am Thursday - realistic price too.
13/09/16 by Ruth
Needed to send a large parcel to France. Parcelforce was very expensive!!
With parcel monkey i was given 2 or 3 alternative options for a fraction of the price.. with just as efficient service. Site was easy to use, simple to complete and they didnt want loads of my info like some would.
Great postage comparison site.. its gone straight in my favourites list! ????????????
13/09/16 by Jay Garrard
PICKED UP ON TIME NICE CHAP, TRACKED ALL THE WAY TO THE END ON TIME GREAT PRICE FOR 2 PARCELS SENT.
13/09/16 by TINA STONE
Absolutely brilliant service. Sent a whole hi fi system- base drive, CD player bass unit. All arrived within 2 days. Safe and sound!
First time I have used them and not the last!
13/09/16 by Masud Beg
The courier came to the house on time, was very friendly and the parcel got in at my parents house in Germany after only two days.
13/09/16 by Customer
Great price, easy service and and reliable.
13/09/16 by Clare Law - Fine Artist
Although delivery took longer than expected and no explanation was given, I felt the service was good and would use your service and dpd again.
12/09/16 by SHB
First time of using Parcel Monkey but definitely not the last!
Easy to book a collection online, friendly driver, fast and efficient service - parcel collected from Dorset on Thursday and safely delivered in Madeira by Monday
Really great value for money
12/09/16 by Theresa Oliveira Meneses
I have been asked to make shipment ready on thursday for friday collection but no one came to pickup. than reschedule it for monday, again no one came. My shipment got late and my order was cancelled due to this useless company. Never use this company...
12/09/16 by Keyur Kikani
Our Response: Hello Keyur
Sorry to hear the item has not been collected, we at Parcel Monkey do not make the collections as we resell the courier rates. If the courier fails to collect please let us know so we can rebook the collection in for you- just message our Live Chat team online 8am to 9pm.
Apologies for the inconvenience caused by the carrier
Kind regards
James
Straight forward no hassle simple
12/09/16 by Andy Rhodes
Brilliant service even though we messed up the paper work for the first collection! thank you so much :-)
12/09/16 by Alex Heymann
Thank you for a high quality prompt service. Its the first time Ive used parcel monkey and will certainly use again.
12/09/16 by Mike Spalding
Fast and efficient service. Best price too for international parcel.
12/09/16 by michal
This is the 3rd time we have used Parcel Monkey to both Australia and New Zealand and each time the parcels have arrived in about 5 days. Would happily recommend Parcel Monkey and Im sure well be using them again.
12/09/16 by Graham Tomlin
Easy and affordable service.
12/09/16 by CarCar
Fantastic service as always
12/09/16 by Customer
Was a bit dubious at first but my son in America recommended this company, really pleased that I went with them, they are fast, efficient, with no fuss, highly recommend.
12/09/16 by Debbie
Minimum fuss, quick, straightforward - and reliable. Everything you want.
12/09/16 by Pete
Can highly recommend
12/09/16 by Customer
Everything as stated - package arrived very quickly!
12/09/16 by Wynnie
We send four boxes a year from the uk to Portugal, they have always arrived with 3-4 days in pristine condition. Yours took 7 days the box was squashed and was infested with ants it was disgusting we will not be using you again.
12/09/16 by Mrs Wilson
Will always be using you from this point on .
12/09/16 by Cleve McCollinCustomer
I paid for a drop off service in order to reduce my postal charges. The website indicated that I could use my local pharmacy as the drop off point. The pharmacy was unsure as to whether Parcelforce would pick up from them, and as it turned out they didnt. I received a call a couple of days later saying that I would need to take my parcel to my local Post Office. This has caused me to have a poor feedback rating on my ebay account, which had previously been unsullied. I want Parcel Monkey to list the name and address of the drop off point clearly on the booking form, so that there is no doubt where the parcel needs to go to. A map with a pin point in is not good enough. Even when you hover the curser over the red pin the name and address does not show. I had to email Parcel Monkey direct for the details, and even then it took two days to reply. Asking me for the PM number!!! Whatever that means!!! Just a lot of jargon which means nothing to the customer
12/09/16 by BonBon
Our Response: Dear Bon Bon
Parcelforce would make collections from the Post Office or local Parcelforce depots, we offer a DPD service and all the locations that you can drop off at are listed when you make the booking. In addition to this when you click the locations, the address is actually listed beneath the map to show you where it is and the opening hours.
All the PM number is, is your order number provided when you book on an email and on your Parcel Monkey account and refers to your parcel, so is also on the drop off label.
I do hope this clears up a a few of your questions, if you have any more our Live Chat team are on hand to help 8am to 9pm every weekday.
Kind regards
James
the best of the service was about easy parcels arrange, after this took around 8 days to reach at destiny, but when service said 4 or 5 days, is not a big deal, is ok, anxiety for tracking updates... decent service.
12/09/16 by Customer
I had to send a parcel to Dubai, a small light box with a few presents for a little girl as a surprise. Printing off the labels etc, very easy no probs. Only confusing bit was email had said collection, but it was for drop off, and the drop off point which was a chemist acted like they had no idea the service existed. Anyway phoned Cust service the they said that there was no problem. Package got to its destination with no probs. Good experience I will use again.
12/09/16 by Go
Very fast and helpful customer service.
12/09/16 by Josh
picked u when they said, very cheap and highly efficient
12/09/16 by jane
Great service and very competitive.
12/09/16 by Customer
Like allways fast and accurate. Thx
12/09/16 by Customer
Great service
12/09/16 by Customer
Parcelmonkey was unable to deliver the parcel that I sent to the recipient. I dont know if this is Parcelmonkeys fault or its partners fault that it uses in the destination country, but I cant trust their services anymore.
12/09/16 by Customer
The company i booked to pick up my box never showed up on the designated day. Not only had i to wait the whole day in my home,doing nothing, but they didnt, also, notify me at all. The most outrageous thing is that they were supposed to come on Friday, and i had to move out on Sunday, and since their service doesnt work during weekends, I didnt know what to do. I tried to contact parcel- monkey and they do not have a conctact number!!!!!, Eventually, i had to cotact the actual company, and after a 30-minute call, i ended up going the box by myself in their offices next day, and paying double the price of the box, if you consider that i got there by taxi. All in all, i am really dissapointed by parcel-monkey service, and i dont think i will use them again.
11/09/16 by Thomas
Our Response: Dear Thomas
Sorry to hear the courier you booked via our site failed to make a collection, we do not pick items up as a courier reseller but if you raise a support ticket or Live Chat on our site we will be more than happy to assist. We offer drop off services on our quote engine meaning no need to wait in for the goods to be picked up and I do hope you would consider finding a courier on our site another time, as we simply pass your details to the carrier who then should come to collect, apologies that on this occasion they failed to do so.
Kind regards
James
we sent 3 boxex to slivakia from UK and it has been delivered in 3 days. amazing
11/09/16 by Customer
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