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 235,667 reviews.
Used parcel force 48, everything went according to plan, easy to use.
12/08/16 by Customer
Would recommend
12/08/16 by Customer
It took them a week to deliver and parcel came incomplete, parts from the package were missing!
12/08/16 by Customer
Our Response: Dear Customer
I am very sorry to hear of this issue, we at Parcel Monkey do not handle the goods, we resell courier services on our quote engine and then the courier handles the actual shipping. I can see you have now opened a support ticket and the team will investigate this for you and update your ticket.
Kind regards
James
Its my second time using Parcel Monkey. I dont remember having issues with my first order, except for perhaps arriving 1 day later, which was fine on that occasion. The second time, while using their partner Parcel Force as the actual delivery courier, my tracking froze on the first day, and parcel continuously showed up as barely collected. Its been an awful time trying to locate it and make sure it arrives in time. It eventually arrived two days late. In the meantime, I was being passed around like a hot potato from customer service to customer service, in between Parcel Monkey (where I booked the delivery) and Parcel Force (who actually delivered the package). All in all a bad, tense and often rude experience with little support or even information provided.
12/08/16 by Darius Groza
I paid on parcel monkey for the parcel to go via parcel force but no reference or labels sent and unable tore access details. I had to then pay through another operator to get the parcel sent prior to leaving country. Unacceptable for no online or phone for customer support
12/08/16 by Bea
Our Response: Hello Bea
Sorry to hear about your issue, the label is emailed as soon as it is ready, and also when you log in to your account you will see all the labels waiting and ready to print on your account homepage. We offer Live Chat support on our website Monday to Friday 8am to 9pm and also email support around the clock. Please log in to your account to find all of these tools readily available to assist.
Kind regards
James
Parcel arrived on time, in good condition and I was alerted to the hour wheh it would be delivered - accurately. Very happy.
12/08/16 by Jenefer Farncombe
Does what it says on the tin. Would happily use again.
12/08/16 by Customer
well organised
12/08/16 by Bailey Brothers
Good price and good service
12/08/16 by Mrs Sandi Latimer
I paid £37 56. two time for the same parcel I email you but got now were. Im sill waiting for a refund
12/08/16 by robert pilkington
Our Response: Hello Robert
We have looked into this and can only see on order on the database against your email. Please go to the help tab and open a support ticket so we can help you with this issue.
Kind regards
James
1. You cant phone them, you can only use e-mail or live chat. 2. They will only e-mail the courier and will not phone them. 3. The complaints procedure is snail mail. 4. Terrible attitude, no will to help you at all. If it works then I am sure its fine but otherwise your screwed.
12/08/16 by Richard Banks
Our Response: Hello Richard
We do not offer phone support as we have Live Chat so you can speak in real time to our team in a cost effective and more efficient manner as we may have to work with the courier to get a solution for your problem. We have accounts with the carriers and they offer support to us when things go wrong via email and over the phone, longer investigations are done via email as the courier may need to contact a certain sector of their business or a depot. If you have an ongoing issue please email us and put FAO Manager and your case will be looked into by them to find a resolution.
Kind regards
James
Parcelmonkey run buy monkeys! Booked a collection through Parcel Monkey for Parcelforce to come and collect a parcel 3 days later still no collection I have contacted them each day requesting collection. They fob me off we re book your collection and no one collects the parcel an absolute joke. My advice is avoid this company no idea of customer service at all.
12/08/16 by Terry Warne
Our Response: Hello Terry
Sorry to hear that the courier has not picked up your item, we hand the order over to the courier and it is then up to them to collect. Should they fail to do so message our team via your account so we can reschedule and iron out any issue with the collection carrier, including any address issues etc.
Apologies for the inconvenience caused
Kind regards
James
Everything worked out perfect, sent a suitcase instead of taking it myself - much cheaper, more convenient and after 3 working days it was at home! Thanks!
12/08/16 by Customer
Fast, simple, great value
12/08/16 by NatalieGail
Easy to use, cheap as chips. Perfect service
12/08/16 by Mick2820
Used several times for large parcels as much cheaper to book Parcelforce through them. I often have trouble printing the labels but have had fairly quick response to this. The problems start when despite packaging extremely well Parcelforce still damaged an item. Your contract is with Parcelmonkey so they deal with Parcelforce. You have to provide photos of item before/after damage, photos of packaging, proof of item cost, proof of cost of repair etc. All fair enough. In this case it was an Ebay sale so I had all the evidence necessary and the buyer was willing to fill in forms from Parcelforce. Under Ebay rules I had already had to refund for the cost of repair. Despite paying the extra insurance fee for the full value of the item, Parcelmonkey would only pay for the replacement part, not fitting it. Their terms and conditions state they would pay a sum equivalent to the cost of repair or replacement and I would consider that the cost of fitting the part should be included since the item will not work unless it is fitted so I have lost money on that sale. Parcelmonkey had a take it or leave it attitude. I am now wondering how much they will claim back from Parcelforce. Update. After reply below, as suggested, contacted the manager. Apparently fitting a part is called consequential loss. I wonder if a shop or garage could get away with that? Giving you the part and telling you to fix it yourself. Fitting was only £10.20 which I thought very reasonable.
11/08/16 by sisial y mor
Our Response: Dear Customer
This sounds like quite a specific case so it has to comment on this but if you have any issue please email us and put FAO Manager so this can be looked into and we will review what has been offered for this damaged item.
Apologies for the inconvenience caused on this occasion regarding the damage with Parcelforce.
Kind regards
James
Quick and easy way to return a parcel back the The USA for repair.
11/08/16 by Stuart Morgan
easy to use but price quoted by parcel force increased when i went to check out as vat and other chjarges not declared - actually then made them more expensive than other quotes
11/08/16 by Martyn Dickson
good choice, several options available, best quote; good communication and my parcel got to its destination as expected with no issues, thank you
11/08/16 by Cami
Thanks!!!!!
11/08/16 by Philip
My first sending a parcel to Gambia and it was perfect on time, safety and price! Will not hesitate to recur to Parcel Monkey services. Thank you.
11/08/16 by Elisabete, UK
Cheap, easy and worked perfectly!
11/08/16 by Ines
I placed an order over the internet. From the moment it was collect,( by may I add a delightful courier driver) I was kept informed from start to finish. great company to deal with.
11/08/16 by Christine Davison
Al was going well until the parcel reached Palermo . 3 Days in Palermo and still not delivered .
11/08/16 by Customer Tyrone
Pracel was not collected .lost may money.... And there was no way to concact anybody
11/08/16 by Malgorzata Jaracz
Our Response: Dear Customer
Thanks for taking the time to leave a review, you booked a Drop Off service and this is not collected by a driver, you need to take this to your local Post Office with the label attached to the box where it will be picked up from.
Your nearest drop off Post Office looks to be
West Drayton
43 Station Road, West Drayton, UB7 7LN
Kind regards
James
Parcel not delivered on time
11/08/16 by cheryl nicholson
Our Response: Hello Cheryl
Thanks for taking the time to leave a review, I have looked into your order and it was collected on a Friday, the service timeframes are based on working days and you chose a 48 hour large Parcelforce service so it was delivered on the day it was due to be 9/8/15. Please do check the time frames when placing an order as they are a guideline and based on working days unless you book a weekend delivery.
Kind regards
James
Everything went smoothly and delivered on time.
11/08/16 by Customer
The whole process from start to finish was simple and easy to follow. Many thanks....
11/08/16 by Peter
Hi! I found this service really convenient! I arrived home in Italy on Monday and my parcels got delivered the day after! :) I used 2 different options, with one the pick up at home and for the other one the drop off at the post office. I would recommend it because its trust worthy and fast!
11/08/16 by Customer
Easy, straight forward & Cheap. Thanks
11/08/16 by Nick
My parcel to the USA was returned to me without being delivered. Parcel Monkey had failed to provide the necessary paperwork for it to clear customs. It is impossible to contact the company by phone. I have been told by their messaging service that they refuse to refund me despite my parcel not being delivered. DO NOT USE THIS COMPANY. CUSTOMER SERVICE IS A MYSTERY TO THEM.
11/08/16 by Dan Martin
Our Response: Hello Dan
Sorry to hear the item was returned, we provide all the paperwork to attach to the parcel as part of the booking process and it needs to be securely attached to the box along with the shipping label. We do not offer phone support as we have Live Chat open 8am to 9pm weekdays where you can speak one to one with the team and so we can contact the carrier and get the details for you without having you on the phone waiting around whilst we wait for their update.
If an item is sent without the documents, as we do not collect it, it is down to the sender to attach these so this may be why we cannot issue a refund but please raise a support ticket FAO Manager and we can look further into this for you.
Kind regards
James
My overseas package, booked through Parcel Monkey, proved undeliverable. They offered to return it to me from their warehouse in Southampton to my address in Kent - at a greater cost than the overseas shipment had originally been. I accepted, paid the money - and a week later received a package that was nothing to do with my original shipment. When I complained, I was asked to provide proof that the package was not my original shipment, told that I had no cover, and questioned as to whether I had actually shipped the original parcel (?!) I wrote to the companys CEO to complain and was completely ignored. Finally, an underling on their web support site promised me a refund and asked for my bank details, which I provided. 2 weeks later - no refund and they are ignoring my communications completely. I will be reporting the soliciting of my bank details to Action Fraud. VERY VERY dodgy company. Dont touch them with a barge pole.
11/08/16 by Customer
Atrocious service. They lost my package the first time. Replacement package prepared and booked for collection. Two days later its still lying there waiting for collection. Customer service staff more concerned with quoting T&Cs and pinning the blame on the courier than trying to solve the matter.
11/08/16 by Firoze
Our Response: Dear Customer
Sorry to hear the item was lost, we do not handle the goods as a courier reseller however we can help you with the claims process for this if you raise a support ticket. Please raise a Live Chat with your order details so we can get DPD to get this collected from you as soon as possible
Apologies for the inconvenience caused
Kind regards
James
this is the first time I have used parcel monkey and was really pleased with the service. I will definitely use again when I need something posted.
11/08/16 by Mark - Dundee
Booked in line early morning parcel was collected by lunch time an reached its destination early next morning highly recommended company
11/08/16 by Customer
Inexpensive, collected on time and delivered on time! No hassle no fuss brilliant service i cant praise highly enough.
11/08/16 by K Taw
Few issues with the web site but that may be fault of the carrier rather than Parcel Monkey. For example it wont accept an address such as 3/109 Something Street - the slash is rejected. Anyone who knows in Australia, knows that format is very common.
11/08/16 by MikeBracknell
Parcel Monkeys Customer Service is really unfriendly and rather unprofessional. Parcel Monkey were unable to locate a simple delivery address for hours. I had to follow up in every single hour to get a response. Eventually Parcel Monkey has located the address then rescheduled the delivery for next day without my consent. I requested a cancellation which has been confirmed as well as a full refund. Parcel Monkey has confirmed the cancellation and refund. Despite all this a driver turned up next day from the actual courier company to collect the parcel. Five days later Ive received a note from Parcel Monkey stating there wont be refunding a penny because theyre received "an information " that the parcel is on its journey to the local delivery destination. When I was raising concerns they threatened me. They were saying that the parcel is on its way back to me (it was almost already at delivery destination) and they would issue a refund once Ive get the parcel back. Parcel has arrived on the 6th day to the delivery address.
11/08/16 by Customer
Our Response: Dear Customer
I am sorry to hear you have had an issue, the customer inputs the address and this is then verified by the courier to ensure they are able to locate it to make the collection or delivery.
If you have cancelled an order then hand it over we cannot issue a refund as it is in the carrier network, and the service is being used, hence in our cancellation email we advise if the cancellation request was not processed by the courier in time and a driver turns up, to not hand the goods over.
Kind regards
James
First Class, simple service and very fast, good on-line help for those who are not sure. Excellent value for money. The label printing and customs declaration was faultless.
11/08/16 by vic
A good service and very helpful support when I had trouble printing the label.
I would definitely use this service again.
11/08/16 by Jan Cairns
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