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 233,546 reviews.
Awful Service!!Please do not use them! Both items I asked to be delivered were destroyed in transit and I was denied any form of compensation. They even refused to reimburse my delivery charge of £82. Their customer services have yet to respond to the letter of complaint I sent in December 2017.
13/04/18 by Jemma Pyne
Use this company at your own peril. Had a parcel collected on the 23rd March for delivery by road to Germany. In three weeks it has travelled a massive 3 miles and has not even left the county, let alone the country. Despite contacting parcel monkey, all we get is excuse after excuse after excuse. They cannot tell us which courier has our parcel or when it is going to be delivered. Their customer service department is worse than useless. You have been warned.
13/04/18 by Sue Aslan
Great service, competitive pricing, hassle free!
13/04/18 by Alex Morton
Parcel Monkey offered the best price available, and provided a service which successfully delivered a parcel between UK and Norway within 6 working days, overcoming issues wed experienced when previously trying to provide this service in an economical and timely manner.
13/04/18 by Dan Yeats
Very good service!
13/04/18 by Hajnalka
Just started a business up, and I am very impressed with Parcel Monkey.
Thanks oldjollyangler
13/04/18 by paul driver
Booked and paid a large premium for a 24 hour service. Item was not delivered within 24 hours, and in fact 48 hours later. Customer required the item within 24 hours, therefore we had to refund the postal charge and the customer returned the unit once delivered at more cost to us. Contact Parcelmonkey and was told because it was delivered within 5 , yes FIVE working days (remember this was a 24 Premium service) that no refund or discount on the carriage charge was going to be made. Obviously, I appealed this as a five day possible delivery slot is not applicable on a 24 hour service , and therefore it is false advertising using disclaimers to avoid liability, which in fact skates the Consumer Contract Regulations severely. The next response was even worse. Our decision is final. Yep thats all it said, however they then added I couldnt write (Remember this is an internet company that has no phone line or postal address published and are NON contactable by any means other than chat) to an address in Southampton, with no addressee. So, after spending circa £10k with Parcel Monkey, this is how they treat their long standing customers. Couriers mess up - its known, its expected occasionally, however taking payment for a service that dosent happen, then referring to a proposterous disclaimer to avoid compensatory measures is pretty appalling by anyones standards. I am sure someone from PM will jump on soon apologising and asking me to email them to discuss - short of that - I shouldnt have too. My PM number is PM6248460, so this scenario is REAL. and this service is REAL.
13/04/18 by Mike
Our Response: Hello Mike,
Thank you for taking time out of your day to write this review.
Please be advised that we are looking into this for you to see if anything can be done.
We will update you through a support thread via your Parcel Monkey account.
Apologies for any inconvenience caused by this matter.
Many thanks,
James.
Top class service and very good price to...many thanks
13/04/18 by Sherry Raven
Parcel picked up as advised and delivered to destination within 2 days. Most impressed.
13/04/18 by gingerbiscuit
Whilst on first thoughts the parcel I wanted to post was advertised cheaply but when selecting the courier due to weight or size the price increased from the front page. Typical example was on the front screen parcel monkey input size and weight gave me a price of @£6. When I selected the courier it was nearly @£12. I selected parcelforce 48. Item was collected Wednesday on tracking it said out for delivery Thursday never got parcel until following Monday . The site is easy to use but easy to get caught out with price and delivery options
13/04/18 by Cliff james
Courier never turned up had to reschedule. Extremely unsatisfactory.
13/04/18 by Customer
My parcel was delivered very quickly. It was a delicate package and was handled with care and arrived in great condition back to the warehouse.
13/04/18 by P.Kendall
Third time I have used this service, and has been superb each time.
12/04/18 by Customer
To send my parcel weighing 16 kg from England to Germany with parcel monkey via parcel force at the post office cost £15 instead of £58 for 10kg directly with parcel force and it got there in 4 days so was well pleased. The tracking facility was also very detailed and helpful.
12/04/18 by Mrs Hudson
I ordered a collection for the 4th of April on the 31 of March from Italy to delivery in Portugal. I made the payment and they took the money from my card as it was supposed. I have waited until the next day to give them the time to create the label. Sunday 1st April 2018 @ 17:30 I sent them a message to have info regarding the label and thisis the answer I get : Hi Roberto,Good day.I have now resubmitted your order. Your label will be available shortly.Should you have any further concerns, please let us know.Kind Regards,Maria C. Next day I have received a message were they informed me there is an error on my order proessing the label. In the afternoon I received this : Hi Roberto,I believe that I have fixed this error now. Please do let me know if you do not receive a label within 30 minutes of receiving this message.Should you have any concern, please let us know.Kind regards,Barbara Z. Collection day and I didn`t receive my label yet. In the afternoon they said the error still persist as the courier cannot deliver on the recipient address so they will cancel my order and I`ll have to pass over the claims dep. to get a refund....WHAT?!?! This comes up on the collection day?!?!?! OK....I replied and as they were disappeared in sent one message p/day and providing another recipient address asking if they could check in this one was ok to deliver....never get a reply. On the 6th of April I received an update on my ticket : THEY SENT ME THE REFUND cancelling my order!!!! At that point I started to complain sending few messages about the problems they caused me and the support they weren`t providing me once they took my money on the 31st of March. On the 7t April I got a reply and I chatted with Erika and Ian(probably a manager) and they apologised asking me if I wanted to reschedule the collection and this time will be fine and confirming the delivery at my first address provided. - OK! I accepted the collection for the next day and both ensured me the label will be in my email within 30mins....Do I get it? NO!!!! Contacted them back the next day and they said the error still persist. -???!???- Chatting for more few days and I gave more 3 days to send me the label, they were keeping saying : " To rest assured they were looking into it and there is a delay generating the label. -Ahahahahahaha. alright!!! Last day, after 2 WEEKS from the order date : AGAIN THE OFFER TO ACCEPT THE REFUND AND MY ORDER IS CANCELED!!!!!! Obiouvsly get back to them asking reasons why I had to pay a service without getting a label? A serious company would have contacted me the next day informing there is an issue and asking me if I wanted to cancel the order and have a refund. Then would have been UP TO ME!!!! Instead they kept me waiting and trying to gain time causing me lots of problems. I have a very urgent luggage that needs to be deliverd and I have chosen their website because of the fast delivery offered but after 2 weeks I`m still here waiting for it!!!! At the end I have accepted to refund on the 10th of April.I just logged in into the ac**** to downloaded the payment invoice and has I wanted to put a review I checked the chat....3 days of chat between the 6th and the 10th of April sent by them have been removed!!!!! The reason is this : during these days I warned them I would have reported what happend as scam because I have been avoided and lied for 2 weeks. Because messages from IAN and ERIKA are the ones with the purpose of the collection rescheduled and where they granted me the issue was resolved. I would mention I was a director in a drop shipping company and I know how these services works,so doubdting about few platform I get screenshot of any single message via chat with the customer support and I can prove everything I have reported in this review. On the same day I checked on Trustpilot about Parcelmonkey.co.uk and there where few very bad reviews not so old and I blamed myself to do not have read them before to order.Checking it again the next day and....there were lot of 4 and 5 * reviews. To many doubdts in my head!!!! Now we are on the 12th April and I still didn`t have my money. A customer support should HELP customer and if something happen (from them side) a customer should receive an alternative or a professional managment without breaking customers deadlines as we pay for a service immediately. Plus I think the payment should be taken from a bank account once the label has been created and sent to the user. At that point until the label is not sent, the customer can decide what to do. I would suggest to customer to give more trust to bad reviews about this website because as I have been in real problems in these last ten days not having the luggage. Then is up to you. Obiouvsly now I will have a reply from them informing me thet own a complaint department and and I can send a message and they will help me. But I inform you I have been passed though all departments and none helped me. I would have accept a cancellation of the order during the first few days because an issue can happen, but with professionality and help from them not just waste my time. I WOULD HAVE GIVE 0* BUT I CAN`T!!! i have tried many shipping platforms and I never had ONE problem!!!! I have tried with them but unfortunetely there don`t deliver in Portugal(but they have informed me before to pay for the order!!!) so I tried Parcelmonkey. One UNLUCKY day...
12/04/18 by Roberto Megna
Unsatisfactory Service!! I booked a same day delivery goods were not collected customer service stated that the manager was not available to resolve the problem.
12/04/18 by Arena Cable Ltd
Excellent,thoroughly recommended, I will definitely use again in the future
12/04/18 by Very happy Customer
Reliable and promises kept for delivery most thankful.
12/04/18 by Customer
Great service. Parcel arrived in Germany 3 days later. Will definitely use this company again.
12/04/18 by Mrs Debra Baxter
I sent 5 x 20kg boxes from Berlin to Glasgow in January 2018. After the 1st delivery not being complete on 24.01.2018, and the boxes which did arrive being in a shocking state (ie water damages, burst boxes, boxes which were not mine but some of my items being thrown into these and the majority of my items being left damaged or completely missing), there was a second delivery the following day (25.01.2018) and one of my 20kg boxes had gone completely missing (but the label from this box was attached to a 5kg UPS box with one pair of shoes inside) meaning that UPS have been completely dishonest in claiming that all 5 boxes were delivered when they were not. When questioned about this, the UPS driver said it was "not his problem" and he was leaving the items at the delivery address regardless of them being incorrect and badly damaged. I purchased additional insurance through parcel monkey should anything happen to my parcels whilst in transit but there is still no solution to my missing and damaged goods after 2.5 months! I have also had very little contact regarding my claim (unless I contact parcel monkey who keep advising, generically, that they will re-contact the relevant teams and will get back to me but cannot give me any timeframe etc for updates). I also tried to contact UPS directly to try and resolve matters quicker (or at least try and establish if my items could be located at my local US depot) and was told several times I would be called back and have never been. I was told by parcel monkey that this matter would be resolved after 28 working days which it has not. I have been left financially out of pocket due to this and also without many of my life possessions which I was moving back to my home in the UK after living in Germany for over 3 years. This has also caused me additional and unnecessary stress when I thought a courier moving my parcels would have been one of the more straightforward aspects of my move back to the UK. I have been disgusted with the service received from the point my parcels were initially collected by the UPS driver in Berlin (his attitude was extremely rude and abrupt and, despite my request for him to take care with my boxes, threw 5 of them on top of each other onto one trolley and forced them down 2 flights of stairs), to the fact my parcels have been lost and so badly damaged whilst in transit (as well as dishonestly handled by UPS due to my parcel labels being removed and re-attached to boxed which were not mine) in addition to the careless and rough handling of my boxes by the local UPS couriers in Glasgow on both dates when they arrived and also the rude and unhelpful behaviour towards my mother at the time the delivery attempts took place. This is not the behaviour I would expect when I have spent a lot of money to have my good transported safely from Germany to the UK and also with a courier company, such as UPS, who I thought would provide a better service to their clients. Furthermore, the lack of internal communication between all parties involved in this delivery service and their communication, and lack of transparency, to me has left me now with a great concern that not only have I lost so many items which are irreplaceable to me due to sentimental value, but that I will receive no financial compensation in relation to this incident. Of course, the ideal scenario would be that all of my items would be located and returned to me but, of course, I very much doubt this would be a possibility at this stage. I would also like to add that as soon as parcel monkey advised me they would need a list of all items missing, photographs where possible and invoices too I spent 2 days gathering and collating all of this comprehensive and detailed list before submitting it on Sunday, 04.02.2018. Even with this information I find it quite alarming that no-one has been able to process my information in a timely or professional manner. As mentioned, when I followed up with parcel monkey (after no update for weeks) I was advised that the processing of a claim can take up to 28 working days. By my calculation the 28 working days would have passed on 15.03.2018. Today is now 12.04.2018 and I am completely disgusted at the fact I have yet to receive any further information on my missing items. I understand that Parcel Monkey are a third party dealing between myself and the UPS, however, I am a UK Manager for customer care for one of the largest online retailers in Europe and I deal with logistics partners on a daily basis and I have never experienced such poor service. I also asked for information on who in the management team I could escalate my case to and was simply ignored. I feel utterly let down by this whole process and will be sure to never use UPS or parcel monkey in future. I will also be sharing my story via social media to let other people know about my experience and prevent the something from happening to them. I am also contacting trading standards to establish what my next steps should be to take further action against parcel monkey and the associated logistics parties as well as contact my local press and their legal team to do the same.
12/04/18 by Louise
The selected courier was Tuffnells and it was supposed to be a next day delivery but this didnt happen. Although it was collected on time, the package was scanned into the warehouse late and then it arrived to my customer a day later. Although the price was okay, I wasnt happy that I paid for a next day delivery and the delivery didnt take place until the Tuesday (instead of Monday).
12/04/18 by Rajwana
The parcel were a day later than estimate time. But other than that everything was good :)
12/04/18 by Customer nattanan hall
Reasonably easy to use.
12/04/18 by Mikel Fox
Hi.i just received my parcel.i m very disappointed with Ur return team.u ppl steal many things from my parcel.i send some shampoo and conditioners Ur team steel my all shampoo conditioner and sun protector.and I have one machine inside u ppl also steel that.this behaviour is really discusting.ist u ppl take 3 weeks to send me parcel just because of gel that I dont know contain earosol.then I pay same amont plus packing charges to send my parcel to back to me but after 3 weeks parcel monkey decide to deliver my parcel to portugal after dispose off gel that was fine but to remove my shampoo and machine is very bad.so now will u sort out this who steel my items.i dont understand why u steal my shampoo and machine beca thats dont contain aerosol.i will never use Ur service again.i wish I never used ur service before.
12/04/18 by Atif
Good transaction
12/04/18 by Customer
Very fast service, the only minor glitch was trying to get the label, but the on line help was very good.
12/04/18 by Tim Marshall
The last 4 times we have used ParcelMonkey our parcels have not been collected on time
12/04/18 by sarah
Easy to book. Courier arrived when said they would. Parcel delivered next day.
Only issue didn’t receive text to say delivery had been made.
Price good
12/04/18 by Kas
Very good service and great prices
12/04/18 by ron greet
Nobody picked up the parcel no information provided nothing
12/04/18 by Mateusz
Defínetely use this company again prompt pick up
12/04/18 by BEVERLEY MORGAN
It was easy to arrange the delivery, but sadly disappointment with DPD. I thought delivery would be 1-2 days delivery, but because the parcel was sent on Thursday they did not deliver until the following Monday, even though it reached the final distribution centre on Friday morning and could have been delivered to the final address. Did not expect the delivery to take 5 days. Disappointed.
11/04/18 by Customer
Brilliant. Easy to negotiate website. Great service. Would definitely use again and recommend to others.
11/04/18 by Cathy Starkey
Love this courier. Easy and safe
11/04/18 by Customer - parcel monkey first timer
Great Service
11/04/18 by Gary crossland
Really good and easy
11/04/18 by maja howgate
sent big B&W speakers to Slovakia, arrived safe and sound, in 3 days. Well done boys.....sent by DPD.
11/04/18 by Customer
Easy site to use and very competitive prices
11/04/18 by Les M
Easy process and quick delivery to Ireland a promised. Superb.
11/04/18 by tim Holland
Excellent service easy to set up and place order
11/04/18 by M Goodyear
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