Parcel Monkey collected from me on 19 October. The parcel was destined for South Africa and it cost me almost £50 to send it as a courier service.
After five days the recipient asked me where the parcel had got to. She was then phoned on the seventh day and asked for her ID number.
The next day PM contacted me to say that the parcel had been lost but that they would m,deal with the claim. Later that day they said the parcel wasn't lost and it could now be tracked on DHL's tracking system. I asked them what the delay was and they said it was because the ID was not included, but their website didn't ask for an ID number when the parcel was booked. PM then told me that the requirement for an ID number was recent but I found evidence that the requirement was actually established three years ago.
It is now ten days since I gave the monkey my parcel. DHL received it on 26 October, so for one whole week the parcel was with another service, which wasn't what I paid for. The parcel still hasn't been delivered and PM refuse to compensate me for late arrival of the item.
Don't use Parcel Monkey, they are untruthful and do use sub-contractors other than the service you think you are getting, and I have the receipt and tracking details to prove it.
Just a few points that I find unacceptable:
Missed collections - today I was awaiting collection of 3 parcels (ordered before the cut-off time yesterday) to find that when I contacted DX which parcel monkey sub-contract to to find out why they had not picked up they said they had only just late afternoon received confirmation from parcel monkey so would not be collecting until tomorrow!!!
Late deliveries; I have paid for next day delivery and on one item recently, a week later it had not even been attempted delivery. The excuse - they don't work weekends and each depot to depot has a 48 hour delivery period which means if they have to use several depots they are not going to deliver 'next day' even though that's what you pay for!
Website accepts next day orders but without informing you of the cut-off times;
There is no contact phone number to make a formal complaint, just a very poor support centre enquiry system whereby they log your complaint and then ignore it!
An appalling company, in my opinion. Failed to deliver my parcel saying nobody there to receive it. Recipient said they were open for business as usual and had received no missed delivery cards. PM claimed to have proof (photo and GPS co-ordinates) that an attempt had been made to deliver to the correct address but then would not send me that proof. Wanted me to pay to have the item returned. Twice ignored my messages on the support ticket for a week. I would describe them as a joke, except it's not funny.
I made a booking on a Saturday for a collection to take place on the following Monday, I should have read the reviews before hand and then I wouldn't have been surprised to discover that my parcel was still in my porch awaiting collection.You can't contact this company by telephone so I left a message on the thread saying how disappointed I was and what is happening. I received a reply saying they would collect on Tuesday and surprise surprise they did not turn up again. My frustration had now turned into anger as I have had to make alternative arrangements which has cost me more money. My advice to anybody considering using this tinpot outfit is avoid like the plague unless you enjoy writing endless emails complaining about the service and trying to get your money back.
This was what I received after be a VALUED customer;Dear xxxx, Regrettably we have had to close your account due to heavy losses on the City Link shipments you've been sending. We appreciate that you have not been mis-declaring the size and weight of your items, but the local City Link depot has taken the decision to surcharge all of your items due to their size and the volume you are putting through. This has resulted in us incurring heavy losses and has left us with no other option than to cease to accept further bookings. Please accept my apology for this situation, unfortunately the decision to surcharge your items at City Link is out of our hands. In the meantime, please confirm the reference numbers of your shipments which have not been collected and we will arrange for your refund. Kind regards,
after paying the extra insurance. parcel monkey delivered the parcel smashed up. submitted the claim provided all photos of packaging etc parcel monkey rejected it saying claims need to be made within 24hrs. even though the claim was submitted within 24hrsparcelmonkey then basically said they not paying out. and dont bother us again
PARCEL MONKEY, TAKE IT THERE YOURSELF, YOU CANT TALK TO ANYONE INCOMPETANCE AFTER INCOMPETANCE , THEY DONT CARE AND WONT MAKE UP FOR THERE WRONG DOINGS WE HAVE CLOSED OUR ACCOUNT THEESE CHIMPS WILL RUIN YOUR BUSINESS FOR SURE. FOR LESS MONKEYING AROUND GO ELSEWHERE THEY WILL NEVER TELL YOU WHATS GOING ON WITH YOUR PARCEL
We waited in all day, the parcel wasn't collected. No one contacted us to let us know. It became my problem to try and sort it out. It's impossible to talk to anyone from Parcel Monkey - they provide a phone number of the courier on their website, but the couriers rightly say, you are a customer of Parcel Monkey, so will not speak to you! They do not offer refunds or any compensation at all, but give copied and pasted responses and hide behind their Ts and Cs - which makes it all ok. It has all been very frustrating and a terrible waste of time. I strongly advise you to pay a little bit more and liaise directly with a courier company. In this instance, you get what you pay for!
Sent books, very well packaged/boxed to Amazon Advantage 1st March. Amazon alerted me that they received them with oil covering the box and this had leaked onto 9 out of 25 books. I got this message 48 hours after Amazon had signed for the books. In my Parcel Monkey account it stated that I had until 26th March to claim so I emailed Amazon for evidence, I received photos on the 16th March and opened the claim with Parcel Monkey.
I'm not at all surprised with the NEGATIVE response below. Basically Parcel Monkey are refusing to refund me anything because I apparently should have reported the damage within 24 hours of Amazon signing for the goods. Way to change your Terms & Conditions when you feel like it.
Its official Parcel Monkey are on the bare bones of their arse having just raised prices approx 70% and like most internet companies they believe they can do as they please with customers' money. Unfortunately not with mine, they'll be in court. I love a good day out.
Parcel Monkey you are run by cockroaches who do not support their customers, not good enough. I will watch your demise with pleasure. My Parcel Monkey account is now closed and I am using ParcelPlease.co.uk and Interparcel.com via TopCashBack.co.uk to save on each shipment versus Parcel Monkey prices.
Message from Parcel Monkey:
We refer to your claim, dated 19th March 2012, concerning the above shipment. We are disappointed to learn of the inconvenience that you have encountered
Parcel Monkey conducts business in accordance with its standard Terms and Conditions of Carriage; these conditions can be found on the Parcel Monkey's Website or at the time the order was processing. Please be advised that when you or your representative signed the 'Shipper's agreement' section of the Terms and Conditions, you entered into a legally binding contract and agreed that Parcel Monkey's Terms and Conditions were all the terms of the contract between Parcel Monkey and yourself.
Clause 5 provides that all claims must be reported to Parcel Monkey within 24hours from the date that Parcel Monkey delivered the shipment. Our records indicate that your shipment was delivered by Parcel Monkey on Friday 2nd March 2012 and that your first notification to Parcel Monkey was on 16th March 2012.
As this falls outside of the 24hours, regrettably, we are unable to proceed any further with your claim.
Sent my used Blackberry with Parcelmonkey, insured for £100.
It was never delivered, so I filed a claim. Having waited about six weeks, they have emailed me stating their Terms prohibit mobile phones.
Apart from the fact I checked before booking PM, I have checked again, and indeed they only prohibit 'mobile phones over the value of £250'. But I can't get a response from them, and the phone number Citylink released to me for them goes dead.
Shocking customer service. They might be cheap, but they are charging what Citylink do, then removing the reliable tracking and customer service element!
If I were Citylink, I would be more than a little worried about the association with ParcelMonkey.
Reputation is everything. And a quick Google of 'Parcelmonkey' brings up too many complaints.
Worth noting that taking payment and parcel, failing to deliver, then reneging on Terms and insurance, amounts to theft...
I BOOKED WITH PARCEL MONKEY VIA EBAY. OVER THE COURSE OF THREE WEEKS THEY NEVER COLLECTED MY ITEM, IT COST ME MORE IN PHONE CALLS WHICH I WILL NEVER GET BACK THAN THE ORIGINAL COST OF THE PARCEL. OVER TWO WEEKS AFTER ASKING FOR A REFUND I HAVE STILL NOT RECEIVED ONE. I AM NOW PUTTING THE ITEM IN DISPUTE WITH MY CREDIT CARD COMPANY AT Y EXPENSE AGAIN. MY ADVISE USE SOMEONE ELSE AS IN THIS CASE YOU DON'T EVEN GET WHAT YOU PAID FOR. WOULD GIVE NO STARS BUT CAN'T
I have been waiting over a month,Parcel monkey used CITY LINK to collect my parcel value £95.00,i paid extra for insurance.Parcel monkey state the item is LOST,so i have submitted a claim,they have stated THEY need a sales invoice,As i sold the item to a friend and i do not run a business.I CANNOT BE PAID OUT!CITY LINK do not want to know,because my contract is with PARCEL MONKEYI RECOMMEND YOU USE ANOTHER COURIER.I AM OUT OF POCKET BY £103.00 plus packaging/time and materialsI rate PARCEL MONKEY WITH NO STARS.but this is not allowed!!
Ordered a pick-up and money taken from my account, however courier has failed to show.No explanation from Parcel Monkey or apology - DHL advise that they haven't received any order so obviously a failing in the system.
Yes they are good prices, yes you may be lucky enough to have a quick pick up and delivery, but i have found that 70% of the parcels i have sent, either go missing or are late. I understand the weather problems and have had to deal with problems because of this, but it is the middle of january and Citilink phonelines are stating they cannot answer calls and PM are not answering emails. Even before the bad weather i had problems. They could offer to take my parcels for free, and i will never ever use this unreliable company again. Check out their reviews in mid December that are positive! When pick ups were cancelled and everyone had problems they still kept up their positive feedback. I wonder how? Pretty obvious to me. STAY CLEAR!
They owe me £220 for failed collections last Monday. I checked with DHL and City Link who told me they don't have any problems with collections in my area and that parcel monkey had not booked any collections from my address.I have a sneaky feeling that Parcel Monkey are on the verge of going bust and are milking the last few quid.