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 237,498 reviews.
Used parcel monkey for the first time....no complaints.....cheaper than going directly to my chosen courier. Extremely easy to use.
29/09/16 by Marsh
Parcel monkeys customer service is online only. So waiting for responses from their inept and useless customer service team takes months. They will do everything in their power to not pay you what they owe you for losing a package. Better to organise deliveries with the couriers directly. Dont waste your time with these money grabbing cheapskates.
29/09/16 by Ben
Our Response: Dear Ben
We have Live Chat online answering tickets from 8am to 9pm weekdays and every support ticket that comes through is also answered in a matter of hours. We do not handle the packages, we resell courier services and the customer chooses which company will come and handle their item. I am sorry to hear your item was lost in transit, the claims team will do their best to assist.
Kind regards
James
Really good rate and excellent service.. the only issue is that during weekend the response is ver slow
29/09/16 by Khalid Sharif
excellent service. Thank you
29/09/16 by maria mizzi
Pickup was fine and parcel went through system as expected -- but delivery was inadequate. In the courier notes was a request that the addressee be phoned on delivery (phone number supplied), as delivery site is complex and confusing. This request was repeated on the envelope itself. But no such phone call was made, with the result that the parcel was left at the wrong house. Person who signed for it was not known to the addressee; they simply left it outside the addressees door, where it could easily have been stolen. Unsatisfactory given the considerable cost of the service
29/09/16 by mark sinker
Found it very easy to set up a collection for a large parcel.
Thanks, I will be using this again.
29/09/16 by Gavin McKenzie
Takes a little while to learn to navigate, but the service worked well.
29/09/16 by Chris J
Will not use again took too long to arrive and was charged extra??? I gave the correct measurements and weight???
29/09/16 by Lilyann Scott Ayres
Perfect, parcel delivered speedily and in good order, and within timescales stated. Many thanks.
29/09/16 by Deon, Warwickshire uk
Excellent service, both collection and delivery ( to Fiji ). Would definitely recommend.
29/09/16 by Angela Capper
Paid for 24 hour delivery - Parcel Monkey failed to deliver in this time frame - Would not use again.
29/09/16 by Debbie
Our Response: Dear Debbie
Thanks for taking the time to leave a review, I can see this Parcelforce service was collected on a Friday and the service is weekday service, so due for delivery Monday. The tracking then states the carrier tried to deliver this on Monday for you but was not able to which would mean nobody was present to accept the delivery. We can look into this if you contact us with your chosen carrier Parcelforce, however the tracking states it was then delivered Tuesday, the next available working day.
Kind regards
James
Have been using this service for a while now, had no issues with it so far.
Pickup and delivery works exactly the way youd expect.
29/09/16 by Zsolt
Good service easy to use
29/09/16 by Pawel Czerwinski
Just ok ! Payed for 24 hour service on a Thursday, didnt arrive til the Monday!!
28/09/16 by David Reid
Sending my parcel was very simple, cheap and well delivered.
28/09/16 by Hafis
Customer support is unreachable - not via chat, phone, or email. Contacted them several times to no avail. For a company specializing in express shipments, thats simply unacceptable.
28/09/16 by Sleepy inSeattle
Our Response: Dear Customer
We offer Live Chat 8am to 9pm weekdays and support emails around the clock. Please let us know your PM order number via these channels on your account and we will be more than happy to help.
Kind regards
James
Been waiting 2 days for a parcel to be collected.
28/09/16 by Singh
Our Response: Dear Singh
Sorry to hear about this non collection, we at Parcel Monkey do not handle the goods, so the carrier you choose from our quote engine will come to collect. If they fail to pick the parcel up, please contact us via Live Chat open weekdays 8am to 9pm and we will contact the courier to resolve the issue.
Kind regards
James
Very easy to use website anabling access to many courier and postal companies. I used DPD.
28/09/16 by Richard McDonald
Very good and good value service. Delivered on time with good tracking information.
28/09/16 by Mr A Meisuria
Cost effective and delivered on time. Would recommend.
28/09/16 by Ms Pat Kennedy
Booked a parcel to be delivered they didnt deliver it and sent it back to me this took a month in total .now have a unhappy buyer and have to remember post with different company . Still waiting on a refund . Would not use again they dont a a customer service telephone number just a message service on there website which is totally useless . Do not recommend them .
28/09/16 by Dawn Turner
Our Response: Dear Dawn
Thank you for taking the time to leave a review. Parcels can be sent back for various reasons and you can speak to our Live Chat team weekdays from 8am to 9pm weekdays or drop us an email at any time. Please get in touch with your PM order details so we can look into the issue with the refund.
Kind regards
James
Easy to follow online instructions and very helpful courier
28/09/16 by Customer
One star is generous. There wasnt the option to give zero. I booked to parcel deliveries, one to Italy and one to Taiwan. The driver that arrived came in waving multiple bits of paper, was rude, rushed and behaved like it was my fault that BT had decided to dig up the road outside so he couldnt get his van any closer. He then took both parcels insisting he had two collections, refused to allow me long enough to check the paperwork because his van wasnt visible and might be getting a ticket. In fact he had the cancelled order paperwork as well as the existing order for the same delivery in Taiwan but took the parcel that was going to Italy in error. So one parcel has now gone AWOL and is untraceable and has never made it to Italy. It is impossible to speak to anyone as there is no phone number on the site anywhere. They are obliged to reply to every post you put on the feed so my tactic is just to keep hounding them but EVERY time someone else replies and Im not getting anywhere. It is utterly shambolic and DREADFUL customer service. Pay peanuts...get monkeys. In this case Parcel Monkey. NEVER USE THEM.
28/09/16 by Rosie
Our Response: Dear Rosie
I am very sorry to hear about the confusion at the collection, we do not make the collections we resell courier services and the customer chooses the which courier comes to pick up their items. To speak with us just log in to your account and you can talk one to one with our support team. You can also email us via the Contact Us tab, so please raise a ticket and put FAO Manager and we can look into this for you.
Kind regards
James
It was excellent and perfect on time
28/09/16 by Customer
It was all looking so good. We calculated the timing so it would arrive in Milan within the 2 day time slot we had when our recipient would be there and got a confirmation that it would be delivered on the first of those days. PERFECT! Then DISASTER struck. I got an email the day after the slot to say the address was incomplete and it hadnt been delivered. There was no way I could tell when I was inputting the delivery address that one line had gone over the limit for their system and I didnt check on the printed label. I emailed with the complete address and said if it could be delivered ON THAT DAY (Saturday) all OK but if not, then please return the package to me. I just got an email after I chased it 4 days later to say that the parcel had been delivered, however, it was too late as the recipient had already left. My parcel is abandoned at an address in Milan with no purpose and no way to get home again. The Address fields on the input form MUST accurately show their limits otherwise all is lost.
28/09/16 by Adam Rubinstein
Easy to use website, great value and convenient collection, swift delivery.
28/09/16 by Tim
good prices and on time , easy to track as well
28/09/16 by Mr St Angelo
Pickup the package the nest day and delivered in another country on a Saturday. Excellent.
28/09/16 by Andy
Excellent service from start to finish. Will always use Parcel Monkey for our delivery needs!
28/09/16 by Lewis-Edwards
Were a small retail company who sell both abroad & in the UK and always use Parcel Monkey for our international parcels and large parcels. We used to have an account with UPS but noticed that the prices on Parcel Monkey were far cheaper than with UPS. It is a really easy site to navigate and I like that you can view a selection of couriers at a glance to find the best service & price for you. It is also far easier to chat to a customer service operator who are efficient and friendly than with some other couriers I have tried who can take a day to reply! I have recommended it to several friends as I have been so impressed.
28/09/16 by Lisa T
Paid online, dropped off at a shop where I was passing, email next day with an ETA, few hours later message from delivery driver to say delivered next door as the warehouse was closed.
Thanks
Would use again.
28/09/16 by Steve
Still waiting for my 2 parcels to arrive ... a 3-4 days delivery time has now turned to almost 2 weeks. I called the local courier SEUR (dpd group), who sent me an email a week ago to say they were going to deliver last Friday. It is now a week later and after severals calls I still have not received my parcels and am no further forward in understanding what the delay is and why this has occurred. The tracking webpage is very unhelpful - it doesnt give any relevant information and no contact number - an exclamation mark on the lorry graphic! So I know there may be a problem, but what to do and how to follow it up...nothing!
28/09/16 by Customer in Spain
Our Response: Dear Customer
Sorry to hear about the delay with the delivery, we at Parcel Monkey do not handle the goods so if you need assistance just message us on Live Chat and we will be happy to contact the carrier for you. We have updated your account with further details on the tracking.
Kind regards
James
I have given 2 stars instead of 1 star because the part about booking the service/paying and getting the parcel collected was no problem what so ever. The issue came when the parcel was sent to a destination abroad. Essentially: - PArcel Monkeys website promise of 4 - 6 business days for an international delivery took 22 days in total (through DPD) - After 14 days, I created several support tickets only to be fobbed off by Parcel Monkey - They claimed to have escalated the issue to the courier, but never got a response from them (shows they do not have a good relationship) - Parcel Monkey asked me to contact the courier instead on several occasions to organise the delivery as the parcel was just sitting in the couriers hub for almost 10 days - The end courier (Aramex) would tell the recipient that they would deliver on the day and just did not in the end and Parcel Monkey did not help with this issue with the end courier - In the end I needed to inform Parcel Monkey the parcel was delivered I wanted to get some money back from Parcel Monkey from this shocking service (not the delivery, but at least to escalate as Parcel Monkey would have a relationship with the couriers), however based on the responses I got just for them to follow up with the courier to get a confirmation that it would be delivered it is just not worth it. For the person who will likely reply with apologies and ask for me to raise a ticket, here is the ticket ID number so that you can review it: PM4793581 - Update - Post seeing other reviews today about international deliveries being terrible and support sub-par (same experience with me), I have now officially asked for compensation.
28/09/16 by Wahid Aziz
I was hesitant at first about choosing this company opposed to directly booking with the courier company. THe price was unbeatable so I chose to try it.
Booked with DPD.
1 hour time frame for pick up, I was notified by email and text.
For delivery I got a 2 hour time frame.
Both times the courier was on time and carried the 30kg boxes to the door and up the stairs.
Would definitely recommend and use again.
28/09/16 by Anne
Easy service, with collection to the house.
28/09/16 by Customer
You are the most amazing people, helping people move easily cheaply and securely.
Amazing service State of at.
And The Pickup and delivery guys are amazing, they helped to pull and deliver the luggage inside house :)
Picked up delivered on time as stated :)
Happy Happy
28/09/16 by Pradeep Singh Bora
10/10 done exactly what was asked and on time and for a reasonable price.
28/09/16 by Mr North
Collected and delivered on time
28/09/16 by Customer
Schedule on time and parcel arrived noce and safe
28/09/16 by Customer
Good service delivered picked up my package and the whole process was smooth no hock ups and delivered on time
27/09/16 by Customer
