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 236,095 reviews.
Helpful driver
04/10/22 by Rosie
I had to collection on the 14th of September. We are now on the 4th of October and I still have not received my parcel. When you ask them where it is they keep saying theyre looking into it. How can anything possibly take weeks and weeks to locate with a tracking number? Please do not use this company, you will never get your item. Just a bunch of thieves.
04/10/22 by Carol Whitehouse
I made the error of entrusting Parcel Monkey with shipping a large box containing my personal possessions from the UK to Denmark as part of permanent relocation. The parcel was picked up on time, and for that Parcel Monkey fully deserve one star. Unfortunately, this was the high point of my shipping experience. I had done my due diligence: box within box packing, wrapped in shrink wrap, documents and labels placed in plastic pockets on the side of the box, designated toll documents for shipping of personal possessions into EU uploaded to Parcel Monkey (PM), who confirmed that they forwarded them to their courier. I even confirmed the documents and import procedure with the Danish Customs Agency in advance of shipping. When four days past the delivery date I had not received any notifications, I checked the tracking link and noticed that the parcel was stuck in customs. The thing with Parcel Monkey is that the customer cannot communicate directly with the subcontracted courier, only Parcel Monkey, who is the shipper in their eyes, can do that (data protection and so on). This means you have to go through Parcel Monkey to resolve any issues. After 30 days, 10+ messages to Parcel Monkey, several phone calls and emails to the courier (Parcel Force), who confirmed that they never received the customs documents or the investigation requests promised by Parcel Monkey, I learned that the parcel had been returned. This is not great, as I no longer reside at the address and now have to rely on the goodwill of the current occupants to reship my possessions. Parcel Monkey never seems to have done anything to attempt to rectify the delivery. They never informed me that the parcel was being returned and have been unable to produce a reason why it was not delivered. Certainly I never received a delivery note or any kind of request or information from customs. When I asked Parcel Monkey to supply me with a new shipping label the agent waited 8 days to reply and then informed me that I would have to pay for reshipping. I would have thought that it was fundamental business etiquette to offer a replacement and compensation without being prompted when your service fails. Not so with Parcel Monkey. They saw it as an opportunity to charge me for the delivery twice. I complained and Parcel Monkey offered to reimburse the original shipping cost. For good measure they also took the opportunity to inform me that I would not be eligible to claim any compensation despite the consignment coming with a £60 standard coverage. I have raised a formal complaint and when they refuse it, I will take it to the small claims court - not a great use of anyones time. During my correspondence with Parcel Monkeys agents I have had the pleasure of dealing with Hans, Jackie, Kassia, Jag, Monica, Natalie, and Kevin. They are polite and know how to write ”sincere apologies”,”truly sorry”, and ”understand your concerns”, but when I look at tangible progress, very little can be found. I understand that it could be an advantage to have a team that can fluently step in and out of correspondences, but the reality is that as soon as a correspondence is more than a few threads long, adding a new person just leads to confusion. Combine that with a response time that sometimes seems deliberately designed to deter you from obtaining an answer or resolving the issue at hand, and you have a layer of employees acting as a spongy buffer zone that prevents any real progress or efficiency. I think this is a systemic problem within Parcel Monkey and not a fault of the help desk agents. This is also the reason why you cannot call Parcel Monkey and why any attempt to have your case escalated to a manager is ignored - I have asked six times to be put in contact with a manager. No success. No refusal, no explanation. Just silence. I am speculating that Parcel Monkeys agents are incompetent or impotent in dealing with the subcontracted couriers. None of the communication with their couriers appears to amount to anything and Parcel Monkey consistently fails to ensure that the courier understands the nature of the consignment. The consignment I sent is of personal possession accompanied by a 12.024 form designed specifically for relocation of personal possessions and to make it easy for the customs service to review the consignment, but it only works if they actually receive the document, and it is here I strongly suspect that Parcel Monkey did not do their due diligence. Think carefully before you ship anything with Parcel Monkey. Are you willing to spend several hours each week trying to rectify their shoddy work? Are you willing to wait 30, 40, or even 50 days to have your possessions delivered, if they are delivered? I certainly would not recommend their services to a friend, perhaps to an enemy.
04/10/22 by F. Pedersen
I booked with Parcel Monkey for my delivery with Parcel Force 24h. Unfortunately Parcel Force sent my parcel to the wrong hub. Parcel Monkey were very helpful at chasing this with the courier. Ultimately the parcel was delivered 11 days later, however, the experience with Parcel Monkey was great, they chased the courier, provided updates, and chased them for a refund, which is far better service than had I gone directly to the courier (which I had in the past). Parcel Monkey are like your personal support team who respond much better than the courier themselves.
04/10/22 by greg shaw
The collection process was fine - but I was told it would be 3 days from collection to delivery in China. My parcel (containing an important document) was sent on 21st September, and my client still has not received it. Apparently, it is still being exported, and it was still sitting in the export depot on 29th September. Also, this morning I have been charged a mysterious £8.70, which I now have to query.
04/10/22 by Rosamunde Bott
Excellent service.
Kept full informed as to when my parcel was to be delivered and delivered within the time scale advised.
I was also surprised at the value for money of the service provided.
03/10/22 by Liam DeRoe
Cannot fault this service…What they say regards delivery, is exactly what you get…Superb service… I have absolutely nothing to add except a very positive “Thumbs Up” for such a brilliant service…Many Thanks….
03/10/22 by Leo Quinn Customer
fast and easy to use...recommended
03/10/22 by Andy
Despite constantly checking tracking it was delivered without saying out for delivery. Was left beside bins - not happy as would have asked neighbours to take parcel in if i had been notified
03/10/22 by Grandma Ann
Parcel arrived damaged. Wouldn’t use again
03/10/22 by Penny
When the parcel reach its destination the parcel was damaged costing us to loose £23
03/10/22 by Featherstone
I have only used Parcel Monkey once from needing to shop around for a couple of boxes to send to my son at uni. It was easy, quick and reliable from my experience.
03/10/22 by Mrs M
great price , great service , thanks
03/10/22 by nick
I am disgusted and disappointed. I sent a parcel as a surprise gift. I used a trusted courier… and the person I sent the gift to had to pay €11 to receive the parcel. Please explain why. I will NEVER use your service again.
03/10/22 by Jeff
Parcels get collected so I guess they’re doing what they say!
Lose 1 star for constantly asking for reviews after every parcel dispatch.
Getting tedious.
03/10/22 by Andrew Farmer
Posted a gift via Pforce to rural Kenya.
Arrived at local Post Office in under two weeks. Import duty had to be paid and was more than expected but the delivery was a success.
02/10/22 by CustomerAlex
False advertising of delivery dates for courier services , booked and paid for an international courier that you stated would take 5-7 days to be delivered , 2weeks later parcel still not arrived and no one can tell me where it is and no one bothered to try and track it down . Awful will never use service again .
02/10/22 by Customer
Always amazing
02/10/22 by tatjana trubovica
Was more than pleased with Parcel Monkeys service. Collected on time, and delivered even before I expected it to be. Could not have done better.
02/10/22 by Joy Ellis
I would say its a good service, it gets let down by couriers and thats the same with Amazon I find. I only book parcels for parcelforce and drop at the post office, then its ok. Why I dropped a star is because EVERY time I book a parcel this stupid thing comes up and stops me telling me to check. Also this time I had to fiddle about with payment, its been automatic up til now. So getting fiddlier one step at a time
02/10/22 by Martyn cox
Great price, speedy service.
02/10/22 by MarkG
Great service always
02/10/22 by LYDIA MORRISON
Electronic item was working when left for collecting. Recipient stated item wasn’t functioning and remote control was cracked. This was not the condition it was packed.
01/10/22 by Philip Greenwood
2nd time using Parcel Monkey.Very straightforward, website very easy to negotiate, Good choice of carriers and prices. Chose to drop mine off at the post office, delivered in good condition. Will use Parcel Monkey again, highly recommended.
01/10/22 by Clare
Simple to use and parcel delivered quickly and in perfect condition
01/10/22 by SARAH REED
You Asked me how you got on, well the parcel late and your tracking update is unclear . You did ask. Epic fail
01/10/22 by Mr. Andrew
Absolutely awful company. Took insurance out for an expensive gift I sent . Parcel got lost and the delivery company took full responsibility for it. However parcel monkey refused to pay out. Now I’m £800 down and they don’t care
01/10/22 by Nadine Checksfield
Still waiting collection 2 weeks on and no reply to previous message.
01/10/22 by Becky
1st class. Can not fault it
01/10/22 by Mr Rodgers
Difficult to find a carrier for extra long packages. Parcel Monkey came up with a great deal and delivered on time.
01/10/22 by Customer
2 weeks after dropping off my parcel its nowhere to be seen. Turns out it was never collected but Parcel monkey cant help me after 3 days of contacting them and asking for it to be escalated. Its a high value item which is a complete loss. If you are considering using their service dont. Their customer service when things go wrong is non existent and you will be left out of pocket.
01/10/22 by Michael Leather
First time using, great service
30/09/22 by Customer
very efficient and kept me informed all they could, parcel delivered in expected time
30/09/22 by James Kennedy
Very good service. Prices were competitive and our parcel arrived before time.
30/09/22 by Lynne S
2nd time I have used this service and it has been amazing. I will definitely continue to use them. Thank you.
30/09/22 by Amanda sears
Posted a parcel to my parents in France and it has not arrived and they have no idea where it is we were told it was in France now it’s back in the UK they are very good at taking your money but absolutely hopeless at delivering on any of their promises if you notice on their Facebook page they have to say put comments because of the level of customer dissatisfaction
30/09/22 by RD
Quick and easy to use, courier turned up within the time specified and delivered at the correct time!
30/09/22 by Lisa
If i could leave a no star review i would. Absolute dog dump. If you ask them to do anything after the initial collection of a parcel their world falls apart.
30/09/22 by george
Easy to use, reasonable pricing and reliable.
29/09/22 by TS
Best value and speedy delivery
29/09/22 by Margarita
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