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 236,118 reviews.
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
Placed an order for a parcel drop off with Parcel Force. Upon placing the order I got told to wait 30 minutes for an email detailing what to do next and how to get the labels. The following day nothing had come, and the only support was to email them, not much use when I needed to drop the parcel off that day. I printed the 2 labels off that were in my account, but there is no information on what I was meant to fill in on the labels, there was 3 empty boxes with no details in. Also, I was shipping to Denmark, and the label I got had about 2 letters missing in every word in the address since they use special characters in the language. As such the post office could not verify the address when I dropped it in. It got there because I wrote the extra letters on the labels, but if I hadnt noticed it may have got long lost. I will stick to another courier in future, at least theyre service works instantly and properly.
11/08/16 by Richard Edwards
Ordering and pick up was easy!
We are going on a long trip (few months) and had a large parcel shipped to our first stop so that it would be delivered when we arrived there.
Everything went smoothly and now we did not have to carry around a lot of baggage!
11/08/16 by Customer jvs
Used parcelmonkey for a few months now, from the different courier services offered, usually use Parcel Force. Very reliable and friendly drivers who collect and deliver parcels. Fast delivery service. Air Express when sending to China is less reliable so have stopped using this courier.
Hope these comments help!
11/08/16 by Elizabeth
first time I used this - very good - easy to drop off and the ability to track was good. An e mail was sent to let us know the time of delivery too which was very helpful
11/08/16 by Customer joyce
Great fast service, ordered the night before and it was here the next day. Over 300 miles. Awesome value. Account was easy to set up, would definitely use again.
11/08/16 by George McCrindle
I had a 23kg package to send to the US and saved a lot of money using parcel monkey.
11/08/16 by Julie Butt
Took hours to receive shipment label so missed planned collection.
10/08/16 by Allan Cross
user friendly website, clear process.
easy to use when sending the labels in an email to the sender.
really fast delivery and easy pickup on the other end.
10/08/16 by mama aird
Really good will use this service again
10/08/16 by C Gallagher
Delay in package collection and delivery, lack of communication.
10/08/16 by Anna
As usual, simple to arrange, good value service
10/08/16 by Customer
There may be better deals for those sending more than 10 parcels a week Otherwise all internet booking services have similar rates for parcel delivery but Parcel Monkey Insurance rates are better and make a difference. They usually have the best deal.
BIG question is do any of the parcel Aggregators pay out Claims fairly or just take the extra money and then refer claimants to excluded items lists. I cant say as i have not needed to claim.
Another ? is why are parcel force own rates so consistently so much more for the same service? Except pf insurance is included at a high threshold.
10/08/16 by Customer DAW
This was my first time using Parcel Monkey and I am very happy with the service provided, my parcel was delivered from Scotland to Barcelona within 3 days, would strongly recommend them.
10/08/16 by Kathleen Brown
PM website was easy to use and the selected courier, Parcel Force, gave first class service.
10/08/16 by Customer
Wow, excellent service thank you!! Great to see a signature at the other end and the name of the recipient.
10/08/16 by Tim Nicholas
I used them for an international delivery to compare courier prices, which saved me loads of time and money as well (about £15 in total). The courier company did really well and the package was delivered on time, with lots of email and text updates too which I thought was really helpful if you want to know whats going on.
10/08/16 by Red
I booked and paid for a parceldelivery, however to date nobody has turned up to collect the parcel and nobody is answering their phones either.
10/08/16 by A Whelan
Our Response: Dear Customer
You have booked a DPD Pick Up service which as advised in the booking process is a service where you drop the item into the shop and it is not picked up by the courier from your home address. We also do not offer a phone service as we have Live Chat open from 8am to 9pm so please contact us if you need help locating your nearest DPD location.
http://www.dpd.co.uk/apps/shopfinder/index.jsp
Kind regards
James
picked up when they said they would and the driver was very polite. I would have no issues at all using them again.
10/08/16 by Jo
An easy way to book your parcel to be picked up with no hassle of it getting there.
10/08/16 by CustomerJohn
Easy to choose a delivery service
10/08/16 by Customer
Do not under any circumstances use this company. They lost my parcel back in July and a month on we are still in a dispute over the compensation. You cannot contact them via phone (only online messages), their staff are rude, obnoxious and make you want to pull your hair out. I am in the process of submitting a small claims via the court, we must stamp out companies like this that have unethical practices If you want to discuss experiences with Parcel Monkey feel free to send me a private message
10/08/16 by Mr Lad
Our Response: Dear Customer
I am very sorry to hear the courier you chose on the Parcel Monkey quote engine has lost the item. We do not handle the goods as a carrier reseller, but our claims team will assist with lost goods. We do not offer phone support as we have real time, Live `Chat open daily 8am to 9pm to speak with agents and so they can gather the info needed from the carriers.
Kind regards
James
Easy to use, DPD stated Halford motor stores as a drop off point my local store refused to take the parcel, "we only take returns"???
Went to a local shop, no problem, very helpful, the parcel was collected by DPD, I was kept informed by text and email of progress.
Great service, I can recommend, I will use again, stay away from Halfords!!!
10/08/16 by Nick
Hi Nick, thanks for the review, we do state not to drop into Halfords as they seem to have issues there but DPD still list them as locations so sorry for the confusion!
Communication and cost was excellent and although there was a slight delay they let me know every stage so many thanks
10/08/16 by tracie
Perfect. Easy. Convenient. Next day delivery. Recommended.
10/08/16 by Sue
I got the result I wanted , the courier turned up the next day .
10/08/16 by Customer
Easy to use from initial price quote through to the parcel being delivered
10/08/16 by Dave Goddard
I had to ship quite a large parcel to Austria and it arrived in less than a week (posted on Thur arrived on Thu). Parcelmonky saved my a tone of money! Excellent!
10/08/16 by Customer
first time id used this and it was so easy and straight forward, deffo use it again
10/08/16 by michelle
I had an important letter to go from UK to China. I arranged through Parcel Momkey for DHL to pick the letter up from my house on Monday 8th August 2016. On said day I had an email to say the letter would be picked up between 8am and 6pm, at 1.00pm a DHL driver came picked up the letter. I then could track the progress of the letter at each stage it went through by Wednesday 4am (English Time) the parcel was delivered to my son in China.
To be very, very pickie I would have liked an estimated time of pick up. But in all the whole system worked very very well.
10/08/16 by Customer Bernadette
Thanks for the review Bernadette, we do not pick the items up so cannot offer a time slot, but if on your next booking it is easier, book a drop off service and then you can take to Post Office if you book Parcelforce or DPD Pick Up shop. Hope this helps!
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