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.
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Our average customer rating is: 4.5 / 5 (4.5/5) based on 237,495 reviews.
Excellent service would use again as no hassle collect parcel from home which was great as I am disabled
10/06/16 by Eleanor Scott
i booked a parcel with parcel monkey didnt even get a email to say iv booked. they didnt even email me a label so i can post my parcel of the the nearest drop of shop.i emailed them 6 times no reply. Not gonna use them agian.
10/06/16 by jameel
Used Parcel Monkey to send package to France from UK - this went without a hitch. The only issue I had was accessing the different Parcel Company tracking sections, but the parcel arrived in good time and at a reasonable cost.
10/06/16 by Neal
1 Did not deliver in 48 hours as per service 2 Did not state no delivery on Saturdays 3 Did not allow option of extra protection online 4 Did not offer any idea of collection time 5 Did not offer any delivery window time 6 Expensive
10/06/16 by CustomerR
The best, quick and chip...
10/06/16 by Francesca
Love the service easy to use and pay. Only thing was it didnt like certain characters when inputting a Polish address. And it didnt accept my double barrelled name, so I just took the hyphens out of my name and the Polish post code and it worked.
10/06/16 by Customer
We had used Parcel Monkey a couple of times and they seemed okay but were merely acting as a middle man to arrange a Parcelforce collection/Delivery service. We then instructed them to collect and deliver a consignment for us. What an utter disaster this turned out to be. Rather than me go on about it I thought I would copy and paste the communication we had with parcel monkey below so possible customers of theirs get an idea of what they may be dealing with (you will need to start at the bottom and work up!): That is ridiculous. We will be putting this transaction in dispute in that case as there is no way in which we are paying for something that didnt happen. To be honest, we should be asking you for compensation as you have cost us a considerable amount of time and money and caused very bad feeling with a good client. The fact of the matter is that we arranged collection on 2nd June. As at 9th June the goods are still in the possession of the courier so by their own terms stated below they have failed. The goods were available to collect on the 3rd and we believe they made no effort to collect from what is a very easy to find business. Your response and handling of this situation is pathetic and will not stand up in court. This is also such as a shame as our previous dealings with parcel monkey have gone very well. It would seem however that when there is a problem you are not able to handle it or respond in a professional and ethical matter. The fact you have no phone number to call, and you have made no effort to call us, explains everything. Colin Thursday 9th June 2016 at 14:39 Brandon I am very sorry to hear about your item being so delayed, now although the mistake was clearly with the couriers I have to inform you that they were still within their service agreements for collection and delivery. Many of our terms mimic the couriers so for simplicities sake please take note of the following three terms. 2.6. Compliance with the estimated time of collection or delivery is not guaranteed and the company shall not be liable for late deliveries unless there is valid evidence of a period of 5 working days from the date the goods were scheduled to be delivered on. 2.7. You will be responsible to ensure that the correct Goods are available to be collected by the Carrier from the collection address on the scheduled collection date. You should ensure that you or a trusted representative are physically present at the time of collection. The company shall not be liable for late collections, including those from Post Offices, courier depots or store locations unless there is valid evidence of a period of 5 working days from the date of goods were scheduled to be collected or dropped off on. 3.8 The company disclaims all liability for and consequential loss arising from, or in connection with, the services supplied by the Company and its agents. For the purpose of this Agreement, �Consequential loss� shall include, but not be limited to (i) Pure economic loss (ii) Loss of profits (iii) Losses incurred by any third party (iv) Loss of revenue (v) Loss of goodwill and reputation (vi) Loss of opportunity (vii) Loss of work. I am sorry I could not be of more assistance on this matter. Kind regards, Brandon Thursday 9th June 2016 at 13:02 You Hi Chelsie, Can you confirm you will be issuing our refund today otherwise we will have to put the transaction in dispute with our credit card company? James Thursday 9th June 2016 at 11:19 chelsie Good day, Please accept our deepest apology for the inconvenience caused. With reference to your message, we thank you for letting us know about your recent experience with Parcel Monkey. We apologise if we did not meet your expectations, and appreciates you taking time to share your concerns. Our goal is to provide a consistently reliable and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Rest assured, your comments and feedback is duly noted and will be used for coaching and training our employees. Further in this regard, kindly be advised that we are still awaiting for a feedback and we will let you know any updates once we receive it from the carrier. Once again we are deeply sorry for the delay caused by unforeseen circumstances. We hope that in the future, if theres anything else we can do for you, you wont hesitate to let us know. Thank you very much. Sincerely, Chelsie Thursday 9th June 2016 at 4:53 You Right. This is unacceptable. Whilst you have been looking into this for 2 days and coming back to me with absolutely no information what so ever, I have been ringing round and have managed to track down the consignment with courier Dx Freight and have been trying to sort out getting it delivered. Dx Freight collected this on monday and still have this at the Crewe depot. It is now too late to get down to the client in time for their event. Therefore i have arranged via DX Southampton (Jillie 01902 389038) for the consignment to be returned to the collection address as the client has been forced to go out and purchase an alternative to the item we were sending down to them for a show starting tomorrow at 7am. This job was booked for collection last thursday for deliver last friday!!!!! This being the case we will require a full refund for this shipment. Please confirm when this will be received? Your communication has been absolutely terrible and i have spent most of my day ringing around sorting out this problem myself. I look forward to hearing from you shortly. Wednesday 8th June 2016 at 17:09 ashley Hello, I do apologise for the delay. We have had to re-chase the carrier upon your case. As soon as we have a reply we will be in touch directly. Kind regards, Ashley Wednesday 8th June 2016 at 15:20 You this is a joke. I have managed to get hold of the depot and the consignment is still at the collection depot in crew. This needs to be delivered tomorrow morning first thing. please make this happen. Wednesday 8th June 2016 at 13:39 Ian Hello, I have chased up the courier, but am still awaiting the reply from them, I will keep your updated as soon as i have received an answer from them, I am very sorry for this delay and will hopefully have a solution shortly, Kind regards, Ian Wednesday 8th June 2016 at 12:36 You Brandon This is the same message we received from Parcel Monkey yesterday. This is ridiculous and a massive problem for us. Get on the case now and come back with good news please. Perhaps someone could call us Colin Wednesday 8th June 2016 at 11:15 Brandon Hello, I have contacted the courier company in charge of this parcels delivery they are looking into this at the moment. As soon as they come back to me with some information - I will contact you directly. Apologies for any inconvenience caused but I will do everything I can to try to rectify this situation for you ASAP. Kind regards, Brandon Wednesday 8th June 2016 at 10:31 You I have just spoken with dx couriers and they are saying they have not received the consignment and it wasnt out for delivery tomorrow PLEASE HELP ASAP. Glenn Wednesday 8th June 2016 at 10:09 You Hello. This is extremely urgent as i have had the client on the call this morning to say this consignment has still not been delivered. It is a gazebo for a show that is taking place today. You need to come back with an answer ASAP!!!!!!!! thank you Wednesday 8th June 2016 at 9:03 Wednesday 8th June 2016 at 9:02 chelsie Hello, I have contacted the courier company in charge of this parcels delivery they are looking into this at the moment. As soon as they come back to me with some information - I will contact you directly. Apologies for any inconvenience caused but I will do everything I can to try to rectify this situation for you ASAP. Wednesday 8th June 2016 at 6:45 You Hi Rachelle, Can you confirm if this has been delivered please? My customer is starting to panic as they need it there today to take away with them first thing tomorrow morning!!! Please can you come back to me as soon as possible. Thank you. James Tuesday 7th June 2016 at 17:16 Rachelle Hello, We can confirm that that is the delivery details on our system. It is as follows: XXXXX Should you have any other concerns, please let us know. Kind regards, Eva Tuesday 7th June 2016 at 14:42 You Hi Ian, The delivery postcode on the tracking is showing as Warrington but that is where it was collected. The delivery address is as follows: XXXXXXXX Please advise this is correct? Thank you. Tuesday 7th June 2016 at 14:04 Ian Hello, There is still for delivery today as it runs from 8-6PM, Please await an update on the link below, XXX If there is no further update today, then please contact us and we will enquire with the courier, Kind regards, Ian Tuesday 7th June 2016 at 13:59 You Hi, This was collected yesterday but it is not showing as out for delivery today. Can you confirm this will be delivered today and if there is an expected time of arrival? Thank you. Tuesday 7th June 2016 at 12:25 Brandon Hello, As advised, it is not possible to organise a collection for today as the cut off time to do this has exceeded. Would you like this rebooked for tomorrow? Kind regards, Brandon Monday 6th June 2016 at 10:35 You Hi Brandon, Why isnt it being collected today? It should have been collected on Friday but no one turned up to collect it. My client even stayed at work until 6pm! Can you please confirm you can collect today? Kind regards James Monday 6th June 2016 at 10:24 Brandon Hello, Unfortunately, the earliest that we can arrange for this to be col
10/06/16 by Colin
I booked and paid for a parcel to be sent to HK, the company arrived to collect it and informed us that they didnt do international shipping! They refused to take the parcel and said their sister company who does would collect it the next day. They didnt. Ive tried to log in to my account but my password no longer works. Ive requested a reset but the email hasnt come through. I now have a customer waiting for an order I cant send AND Im out of pocket.
10/06/16 by Lou
Booked a collection for a Saturday delivery by Parcelforce. Did not arrive to collect parcel. I had to race 10 miles across East London in rush hour to get the parcel dropped off to the Parcelforce depot. Not the first Parcelforce has failed to collect.
10/06/16 by Unhappy Customer
Perfect service, my delivery was picked up on time and delivered very promptly. I Will not hesitate to use Parcel Monkey again and recommend them to everyone.
10/06/16 by Customer
Really simple and straight forward service and quick this was a parcel going to the West Indies it was picked dup on Friday and delivered on the following Tuesday....what more could I have asked for....will defiantly use them again
10/06/16 by G Croney
Picked up parcel from uk midday Friday, arrived in Australia midday Monday - perfect!
10/06/16 by Sam
Nice and fast delivery. Everything went great.
09/06/16 by Karolina Wysmolec
2 days from england to south of France.
Collection and delivery on time.
Tracking parcel use full and the quality of the service for only £14 à 12 kilos parcel its just fantastic. Highly recommended !!!
09/06/16 by Alexandra
You have the worse customer service i have ever known , people dont get back within a working day like you say and when they do half the time they have not corrctly read the question and give an answer they seem to feel is ok and then when you reply back you wait another day to get a response. However what i find very strange looking at the reviews is as soon as you get a bad one like this 4 or 5 good ones pop up around it. To get a true reflextion of Parcel Monkey go and look at their Facebook page and see how many unhappy people make comment on there
09/06/16 by MARK ROBINSON
Wouldnt use again didnt send lable had to chase. Didnt collect parcel at all took it to post office my self so parcel force could collect it from there and deliver. Send email say parcel not collected, didnt get a response
09/06/16 by Julie griffiths
I booked for Parcel Monkey to pick up an item that was needing a next day delivery. The item was a large package and the cost for the service was £120. I waited in from 8am - 6pm as no specific time was available for pick up. No driver turned up to pick up. I messaged them via their site and they informed me that they dont have any phone support so couldnt get in touch with the 3rd party courier company (DX) So my item was going to be delayed. I opted to give them another chance after their live chat staff member convinced me this wouldnt happen a second time. So, i rebooked it with them for the next day. Again i stayed in all day but nobody showed up. They cant get in touch with courier they cant offer any compensation for their poor service even after two let downs and me hanging around for two days waiting for a pickup. bad, bad, bad service. AVOID.
09/06/16 by paul fegan
Great service
09/06/16 by Customer
Within minutes all set, reliable, used it for the 5th time
09/06/16 by steve
Brilliant service from door to door
Thank You
Carol Brown
09/06/16 by Customer Carol Brown
After placing the order, I received an email saying I would receive my labels in 30 mins. An hour had passed still no labels. I contacted customer services and chatted online to an advisor. He told me there had been a problem with the addressed I had provided and asked me to provide again. I provided both again and they were the same as those provided the first time. I asked him to tell me what the problem was so I would not do it again. He said there was a problem with both the sender and recipient addresses and the way he phrased it insinuated it was my fault. When I pressed him further, he then admitted to it being a system error. In my opinion: 1. If there had a system error, then that should have been flagged up immediately. I shouldnt have had to wait an hour and contact the company to find out. If I hadnt contacted Parcel Monkey, I wonder if it would have been flagged up. 2. The advisor should have admitted straight away to it being a system error not tried to blame the customer.
09/06/16 by Elle8
Terrible customer service! I have a business account with Parcel Monkey i send out parcels every other day, and have had numerous parcels go missing, turn up late and I have paid extra for 24 hour deliveries and the couriers have not turned up to collect my items. When these issues are raised with PM no attempt is made to resolve the issue, I just get palmed off with the same reply every time we will chase it up with the courier and nothing ever comes of it! How this company is still running is beyond me. There is a reason why there is no contact number for this company, no way of speaking to supervisors or managers!
09/06/16 by Andy
i couldnt understand when I clicked for parcel force to take my parcel for the rate of £ 51 I clicked proceed typed in the sizes & parcel force wouldnt accept it I had to use another company [no complaints ]but the rate was
£ 98 & yet would you believe parcel force picked up the same parcel they refused to accept I dont understand other than the extra £47 the parcel arrived safe so I cant complain to much I would use again but would like an explanation regarding parcel forces procedures ?
ken
09/06/16 by Customer
I have used Parcel Monkey to send several heavy microwave to my customers via parcelforce 48hr services costing £11.94 per parcel as it is far cheaper than booking directly with them.(for some reason not obvious to me!) The parcels were weighed before dispatching on non calibrated scales and matched the weight on the box. All the units were exactly the same model in the same boxes and the same packing materials inside.The manufactures have printed the gross weight on the side of the box as 29.88kg Out of the blue I received a email informing me that an " Additional charge for overweight parcel" of £11.15 had been deducted directly from my paypal account.The initial email stated the actual weight of the parcel was 58.10kg not 29.99kg as I had recorded it as.When I informed Parcel Monkey that the difference in weights would be very unlikely(the pickup driver would not have been able to lift such a heavy item) and must be an error by Parcelforce they then changed their minds and and informed me the parcel was infact only 0.15grams over weight(Quit a difference!) I then asked for details as to how the additional charges had been calculated and to this day I am still waiting for an explanation. I do not accept this parcel was over weight ,if it was why were the others units I sent not subject to additional charges? Parcel Monkey just fobbed me off and when I became persistent they stopped communicating with me. Be warned !!!!!!!!!!! Jimmy
08/06/16 by Jimmy Coppen
I recently had some fragile plastic Christmas items shipped and the box arrived in great condition on time and the tracking was very efficient. The price was also very good
08/06/16 by Tim's Lights
Have booked several parcels through Parcel Monkey. Really easy to use booking platform, cheapest options and a very responsive customer team. Will use them again.
08/06/16 by Tau Sigauke
Fantastic service from start to finish. Very professional, quick and very reasonably priced. Parcel Monkey are my go-to courier - theyre the best!
08/06/16 by Annie Shakespeare-Bishop
Gave me a clear view of the pricings, delivery times and star ratings of the different companies applicable to sending my parcel the way I was looking for. Then was as simple as following instructions on how to print and apply labels and custom documents from Parcel Monkey, the parcel was picked up from my house at less than half the predicted cost of the post office and arrived in half the time I was expecting too which was amazing for UK to Australia sending. Really impressive experience
08/06/16 by Sar' H
Through Parcel Monkey we choose DPD fantastic would defiantly recommend
08/06/16 by Lynn Astbury
Could you please tell me why I was in Exeter at 7pm having to dropping my 24HR parcel off at the Depot myself because no one turned up to collect?? 45miles each way-3hrs in time and diesel. Any info would be great Many thanks Martin PM4562300 or TH3223188
08/06/16 by Customer
Cant fault the service would recommend and use again
08/06/16 by Dale
They came to pick up the box the date Ive selected, called me 15 min before, gave me a receipt and informed via email on when was the parcel going to be delivered. Exactly a week later. They sent a message on the delivery day and email with information about the time slot in which was supposed to be handed over. No surprises or problems.
08/06/16 by Customer
In my experience, when Parcelmonkey (or their delivery agents) make a mistake, they refuse (without giving reasons) to compensate the customer for consequent damages as a direct result of their mistake. Prospective customers should be warned. As evidence of this I enclose copy of my correspondence, redacted to remove personal details. You Letter Before Action I am not satisfied with your response. The failure of your agent to deliver to my home address was a breach of contract, and I am therefore entitled to damages for that breach. This is a letter before action. Unless I receive from you within 7 days confirmation that you will compensate me for the loss claimed, I will issue proceedings in contract against Parcel Monkey in the county court without further notice. Wednesday 8th June 2016 at 10:22 Parecel Monkey rep. Hello, Your concerns have been forwarded to the courier. However, we cannot offer you a refund for this. Apologies for any inconvenience this has caused you. If you have any further concerns, please let us know. Kind regards, Wednesday 8th June 2016 at 10:13 You Thank you for your response. To assist.in its investigation, my local Post Office is located literally next door to my house, in the xxxxx Marie building. It was open on the morning that DPD chose instead to deliver the parcel to the remote post office in xxxxx. Moreover, I was at home all that day, as DPD had (wrongly) informed me by telephone early that morning (when I telephoned them) that the parcel was out for redelivery to *my home* after their failed attempt at delivery to my home the day before. I make no claim in respect of my staying at home all that day in reliance on an incorrect assurance from DPD that they would deliver there. I do, however, make a claim for the cost of having to retrieve the parcel from the remote Post Office in xxxxx. Wednesday 8th June 2016 at 9:00 Parcel Monkey Rep. Hello, I have contacted the courier company in charge of this parcels delivery they are looking into this at the moment. As soon as they come back to me with some information - I will contact you directly. Apologies for any inconvenience caused but I will do everything I can to try to rectify this situation for you ASAP. Kind Regards Wednesday 8th June 2016 at 2:28 You In case it isnt clear, my complaint.above relates to the transaction a few days ago, not the one in February. DPD refused to.act on my complaint, arguing correctly that my contract is with Parcelmonkey, as they are merely your agents/subcontractors Tuesday 7th June 2016 at 18:43 You I am the customer and also the recipient in this transaction. On.this occasion, your agent DPD attempted delivery only once (without notice) and, instead of trying a second time, decided to deliver it to a post office 6 miles from the delivery address, from which I had to collect it. First, it.does not.say on the contract terms that they will attempt delivery only once Second, the nearest post office to me is in the building next to my house, some 5 metres from me, at xxxxx, not the one chosen by DPD in xxxxx The costs that I incurred in having the parcel collected were €28. Please refund. Tuesday 7th June 2016 at 15:33
08/06/16 by Laurence G
GOOD COMMUNICATION ALL THE WAY
OLA DAWD
08/06/16 by Customer
I sent a package of 17 kg from uk to Italy, all ok.
07/06/16 by Customer.A
Waste of time and money....
07/06/16 by Customer
This is the second time Ive used parcel monkey and yet again no problems at all. Just selected the service I needed paid via PayPal- wrapped the parcel and the next day along came the collector and that was that ...no dragging it to the post office to be told that its either to big or the price is out of this world....
07/06/16 by David Hicks
Very easy process and good value
07/06/16 by Nick
Great, very easy to use and as expected
07/06/16 by Customer
Easy to book parcels in and £50 cheaper than Parcelfore to Italy!
07/06/16 by Mr Ramsey
