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 235,697 reviews.
Terrible service. Booked item for friday collection and Saturday delivery - for which I paid extra. The parcel was not collected from the sender from Tuesday and delivered Wednesday! The sender waited in for the courier to collect the item and had no notice that there would be no collection. Terrible service - I will not recommend them nor use this companies service again
08/05/15
Easy to use, and nice clear pricing of the different companies and services.
08/05/15
Im sure Parcel Monkey are great as long as the parcel they arrange to transit arrives at the destination. When it does not, heaven help you. What happens when the parcel goes missing, even when fully trackable, is the company that you chose through Parcel Monkey (in my case Yodel) will push you back to Parcel Monkey for resolution of your complaint. Meanwhile Parcel Monkey will blame the courier and will expend every effort to blame others, while leaving you high and dry. No refund even for the cost you paid for the courier (let alone the lost goods) for proven lack of delivery. They truly are a shocking bunch who dont even have a customer care telephone number, which in itself is revealing. Search around on the net and you will find plenty of other stories about how they treat their customers if something goes wrong. I will never ever use them again and would strongly advise others to avoid them unless the items you wish to send are entirely disposable and the money you are paying is also something you are happy to lose in the case of a problem.
08/05/15
If you pay peanuts you get monkeys, so this company is aptly named. The parcel I was being sent was due to arrive on an overnight delivery, Wednesday 6 May. It wasnt even collected until then and although it was out for delivery yesterday, the driver ran out of time and failed to deliver it. Allegedly its out for delivery today but Parcelmonkey couldnt guarantee I would get it today either. Their operative apologised on the couriers behalf and there was nothing they could do, which is rubbish because the contract taken out was with THEM not the courier. The courier themselves (DX) are uncontactable and did not reply to the email I sent yesterday and their automated telephone system cuts you off when you select to be put on hold.
08/05/15
Positive: the website is VERY easy to use. Negative: After I confirmed my booking I was given a 10 hour window in which the courier could collect my parcel, 8am to 6pm. No further information, no texts or emails. It was only after I made an enquiry on Twitter at 4pm I was called and told the driver probably wouldnt be there until after 6pm. Unless the collection window can be improved, I wont use this service again.
08/05/15
I shipped an item to Ireland. It was collected promptly within the 1 hour slot given by text and delivered safely within a couple of days as specified.
08/05/15
Parcel collected and delivered on time no fuss
08/05/15
We always use Parcel Monkey. They are infallible. Best couriers of all.
08/05/15
I booked a 24 hour service for same day collection, one week on and still not been collected. Driver was rude and wouldnt sign to say it had been collected, rescheduled twice and still no sign of anything being picked up.
08/05/15
The delivery was picked up from office and delivered as promised.
Will definitely use again.
08/05/15
i was a bit worried as I sent my parcel because it was really cheap compared to other companies but they proved me wrong ! They were amazing , Im really happy. Fast pick up and delivery. Ill be using them again :)
08/05/15
ive used another company for the last 10 years. This is my second time using parcel monkey and Im converted!
Parcel monkey are fantastic!
08/05/15
Collected when expected and delivered promptly. Totally reliable.Thank you
08/05/15
Easy to use site , good comparisons and excellent prices
08/05/15
First time I have used ParcelMonkey but will do so again.
Highly recommended.
08/05/15
Missed first pick up as I had to leave the house for 20 minutes but second scheduled one worked perfectly. If only an am or pm time slot was possible it would have improved a near perfect experience.
07/05/15
I have used Parcelmonkey several times now and have often needed to contact the Support centre as there system throws out problems. I have paid twice for one collection due to a problem where the system will not allow appointments too far in advance, despite it being an option on the initial booking, and the unreadiness of the staff to rebook the collection in good time. I had booked a collection for the 5th of May and took a day off work to ensure it was collected. No collection was made or attempted. On the 6th of May I was left a note, whilst at work, to say an attempt was made to another courier and that I should reschedule my collection. I promptly logged on to my account and attempted to rebook the delivery but was told I would have to contact the support team to do so. I fired off an email via their contact page and received an automated response that informed me that the support team was closed and to message between 9am and 5pm Monday to Friday and that my message would be answered in due course when they were open. It wasnt. I sent another message on the morning of the 7th asking if my collection had been booked for that day as I was taking another day off work to wait in for a collection. The response from the support team to both messages was ABSOLUTELY DISGUSTING! I was reprimanded for not using one thread: "DUPLICATE THREAD NOW CLOSED" "This is a duplicate support thread, please use one thread for one shipment. We will now close this thread to avoid support issues as creating multiple threads can cause confusion and will slow down responses." Please Note: we will now respond on your original support thread to help you. Kind regards, Stefan Thursday 7th May 2015 at 14:08 I received no other messages, no help of any kind and,needless to say, the parcel still sits in my hallway. What is the point of a support team that offers no help or support and takes over 19 hours to get back to a customer? another courier offer a much better service and have phone numbers to contact their support team. I have learnt my lesson on this one. I now know where the monkey in parcelmonkey comes from.
07/05/15
I bought a £1000 bike and convinced the seller to let me use a courier to collect it. First the information regarding collection days is not available until you make you purchase (its Monday - Friday). 1st collection was due on Friday 1st May - seller stayed in all day - no show I contacted parcelmonkey using the only method possible - their ticketing system and got a response on Tuesday (their customer services dont work weekends or bank holidays) - they re-scheduled collection for the following day. Again the seller (very accommodating took the day off and stayed in) yet again no show. Again i contacted parcelmonkey (they didnt contact me) - they offered nothing other than to rearrange collection - no redress or guarantee of collection, so cancelled. They are useless!!
07/05/15
Excellent Service. Quick delivery.
07/05/15
THE COLLECTION AND DELIVERY WERE FINE EXCEPT THAT THE PARCEL ARRIVED DAMAGED.IT DID NOT APPEAR TO BEEN HAVE HANDLED TOO WELL.
07/05/15
Great, on time, professional!!!.
07/05/15
Arrived quickly but tracking did not work.
07/05/15
Ok so here is a time line of bad events when using this service. The item was a large boxed bicycle with a value of £1700 travelling from Newcastle to Birmingham. Firstly a minor point - having booked and paid for what I believed to be a Next Day Delivery service arranging for pickup on 1/5/15 the driver on collection suggests the package will not arrive until 5/5/15 which was of great aggravation to my buyer. Secondly, the driver who collects my item firstly had to ring me as he couldnt find my number on the street - not difficult. My large fragile item was then tossed into a huge box van with no strapping or padding between the packages. There was wet paint (now on some packages) on the floor of the van which the driver loosely tossed my box past. The driver was very short and unfriendly and seemed rushed. He handed me an incomplete collection form and took no signature on collection (which should be taken electronically). So I contact customer services via the online chat service - get an instant but somewhat rude response to my enquiry telling me that the small print states the service is Next Working day. Fair enough, but many services in 2015 deliver on saturday counting it as a working day - this information is hidden in small print at booking and unavailable to find once booked in My shipments when logged in to my account. The customer service chat was closed aburptly after my enquiring with no empathy or sense of good service. So the bank holiday weekend is over and its 5/5/15 ... hopefully my package has finally arrived in Birmingham in one peice. Its 4pm so I log into the online tracking via parcel monkey. This tells me the package has been delivered at 09:01am. Weirdly both signatures are displayed - a line for collection, the signature I never signed and a V for collection, also clearly another line completed by the rushing driver. Great - its there... So I contact the buyer who is at work, the package has been somehow delivered to his empty house and is unsigned for. He has already contacted DX during the day who tell him he has collected the package from thier depot - a lie. He has no, so upon questioning they reveal its actual location. The £1700 bicycle box has been left outside his house, covered in fragile tape, in the rain ... BY HIS BINS. Powerless he had to wait for work to get home and luckily find it still there. In full view from the street soaking wet from the rain with the bottom of the packaging damaged and parts of bike poking out. Thank god the item is ok - but what awful service! I would give no stars if possible. Avoid and use a reliable courier who will leave a redelivery note, leave in a REALIABLE safe place (ie not by the bins) and will actually TAKE A SIGNATURE at both ends rather than faking it. You have been warned.
07/05/15
Quick, cheap, EASY!
07/05/15
Parcel monkey were the cheapest quote I got. I paid for next day delivery yet 3 days later the parcel was still in my house waiting to be collect. I called the courier directly each day and they gave me the reason why it hadnt been collected although dissapointing their excuses were acceptable, however, When I finally managed yo communicate with someone from parcel monkey why this had been so, (after creating support tickets which were closed with no response from them) they were very creative and contradictory to what Id been told by the courier. Customer service practically doesnt exist and when it does its the worst Ive ever ecperienced... Four days later I cancel with them and used Parcels Please who were great. Something to learn from everything: you pay peanuts you get monkeys.
07/05/15
Speedy, efficient and reasonable service.
07/05/15
I have use this company many times and I been given an exelant service.I would recommend this company to anyone.
07/05/15
Great prices and easy to use website, however neither parcels were picked up on the arranged date.
07/05/15
Damage to two parcels, one compensated for but not the other despite paying for insurance. Failed to collect on one occasion, informed that collection was rebooked for 2 days time and was actually collected on day in between
07/05/15
Brilliant services, good price, I am recommending this company to everyone!
07/05/15
Package delivered in tact, on time.......great
but, I received 2 emails
one, before the package had been picked up from my home saying it was on its way.
and
two (after the driver had picked it up) stating the driver had tried to pick it up from my home but that I was out.
Confusing at the time
l
07/05/15
Parcel monkey was far cheaper than going direct to Parcelforce for a recent shipment to Europe. I have used Parcelmonkey in the past and so far no real problems. It can be difficult to contact them if you have an issue, but so far they have always responded, even if this has taken a day or so.
07/05/15
It was a pity it was a holiday weekend better next time.
07/05/15
Parcel arrived 24 hours late and damaged. No contact details for Parcelmonkey. Easier to deal with the delivery companies direct.
07/05/15
The consignment was easy to book, the price was good and the service reliable. Cant ask for anything more.
07/05/15
Booked and paid for on Thursday last week fro collection on Friday. Now it is the following Thursday and Im still awaiting a pick up.
07/05/15
Delivery was completely fouled up by DX resulting in us paying for the service but having to pay again for an alternative courier. No point of contact with Parcelmonkey apart from an email address leaves us high and dry.
07/05/15
If you are reading this review please do not use parcelmonkey, or for that matter any couriers, they are awful & constantly offer nothing but bad service. Ups, parcel force & Myhermes are the main culprits, constantly delivering broken items or simply reading the contents and keeping them for themselves, after stating the parcel has "gone missing"! I have online shops and am unfortunately forced to use them. This week, 5/5/2015, I have sent two large items. They have both been smashed to pieces in transit. They were wrapped to withstand couriers abuse but obviously the drivers/depot workers have no regard what-so-ever for customers parcels and these parcels have been thrown around! Awful service & what customers are not told is that if you receive compensation you will not get back any PayPal (or other) fees. If you really have to use a courier please over insure everything, at least try to make a profit from the couriers, it will teach them a lesson in the long run!
07/05/15
When it works Parcel Monkey is great but the test of a good company is how things work when the unexpected happens and how they treat customers. Parcel Monkey is reliant on their couriers and I would like to see them being more pro-active much faster when things arent happening as they should. With timed collections and deliveries theres no point attending to a complaint or inquiry the following day.
07/05/15
I had issues with their website not displaying the country that the parcel was going to on the page asking me to confirm that everything was correct. When I used the chat software to ask them what was going on the first person didnt really understand and then signed off. I then re-connected and chatted with someone else who was a little more helpful. In the end if I had clicked "proceed" on the confirm screen then I would have seen that the country was correctly displayed on the next screen. However I didnt want to confirm an incomplete address. Especially when they say that if there are any errors then youd need to cancel and re-book, with additional charges. With all the uncertainty about what the website was saying and the online chat, it took me nearly 2 hours to arrange delivery of the package, which is obviously way too long. I feel that they just need to look more closely at the customer experience using the website. The package arrived fine using DPD.
07/05/15
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