“ Cheap parcel delivery „
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.
I've been posting a lot of parcels lately thanks to my eBay sales and have always used the post office, which I've found to be increasingly expensive. For the larger and heavier parcels in particular so looked online for alternatives, which lead me to Parcel Monkey. Parcel Monkey, located at www.parcelmonkey.co.uk (or .com) is a parcel courier broker, meaning they act as the go-between for someone needing a parcel sent, and the courier company. Parcel Monkey (I'll call them PM from now on) will arrange for the courier to collect your parcel you're your desired address and deliver it to your desired destination. Payment is made to PM rather than the courier company, as you would be using PM's courier account. Reason for doing it this way is for the cost savings, as sending big and heavy parcels directly with couriers can be quite expensive. Same if you were to take your parcel to a post office. Companies that send out lots of parcels are able to negotiate discounts with courier companies, which is how PM are doing it. So far, for the past couple of months, I've sent over 10 parcels with them.
After creating an account, simply click the 'QUOTE' link and fill in the parcel dimensions, weight, then click the proceed button. Then fill in the collection and delivery details (which can be filled out automatically, if you've used the site before by using the Address book or recent addresses link to choose from a list) and collection date, preferred collection time (which they mention they cannot guarantee). Annoyingly, I don't get into work until 9.30am and even though I specified collection to be in the afternoon, on several occasions, they show up in the morning. Sometimes they come back later but otherwise, you can contact PM to re-book the collection, which is free but you do need to re-print the label. Then the next page, the notes (only for delivery end), box contents, value and whether you want to add extra insurance. Lastly, pay for the collection(s) via PayPal and wait 5-10 minutes for the label to be generated. Once generated, an email is sent to you with a URL to open the label in your web browser but you can also get to it by logging into your account. This label needs to be printed along with a Collection Receipt which you ask the City Link driver to sign. Slap the label (just print on A4 paper) and wait for City Link to collect the package. Very easy.
USING THE WEBSITE
I like the look of the website as I find it quite nice looking. It is easy to navigate from page to page and the site is quite easy to use when booking a collection but I have found a few annoyances here and there. One of these is the Quick Quote feature, which lets you enter the parcel dimension and weight to get the prices. This works great to get the quote but once you've got your quote and click 'Buy Now', the next page asks for the collection and delivery addresses along with a collection date and preferred collection time. You then have to sign in or register if you haven't already. I already have an account so I log in but after logging in, I'm taken to my 'Dashboard' and have to restart the quote process again by clicking 'QUOTE', which means I'd have to re-enter all the details again as it doesn't save them. The addresses are saved in the recent address list, which makes up for it a bit but box dimensions, weight, and the other details need to be re-entered. This is annoying if you forget to login.
My next bugbear is that once you've entered the details and are about to pay, you can view the order details before completing the booking but you are unable to amend the details if you realise you've made a mistake. You are allowed to delete the order from your cart but this means you'd have to start all over again. That aside, once you've successfully booked a collection, tracking your shipments, pulling up the invoices is very easy.
I have had a problem whereby the incorrect parcel was collected by City Link, which caused a bit of a mess. I had three parcels, one was meant for HDNL (another courier company) to collect, and two others meant for City Link to collect. The City Link driver collected the HDNL package by mistake and delivered it to the recipient that one of the City Link parcels was meant to go to. Then the next day, they picked up one of the City Link packages and delivered it to the address the other City Link package was meant to go to. Driver was told there were two boxes for City Link but he insisted that this was the one he was booked to collect (despite the boxes having the PM label on them). This left me with one parcel uncollected, as the first package (HDNL one) was delivered to the recipient this remaining City Link package was meant to go to. By then, I'd completely lost faith in the service.
This mess was despite the correct labels being on the boxes, which they seemed to have ignored on those occasions and just went with what was on their paperwork. Now this incident was NOT PM's fault but they did try to blame me for giving the driver the wrong packages. I contacted PM via their online support ticket system and explained the situation. They eventually agreed that it was the driver's fault aside from the first incorrect collection, and offered to collect and re-deliver the incorrectly delivered packages. As for the last package, I'd decided to use a different company just in case they messed that one up as well, as it was quite an expensive item. PM refunded me for that last one. Although the mess was caused by City Link, I'm quite pleased with how PM dealt with it in the end. They have since, added a collection receipt, which prints when you print the label for the City Link driver to sign. Maybe they've sorted issues like this with the courier?
Another time, an item arrived damaged (a speaker), which I had increased cover up to £300 for. After reporting it to PM, they offered to pay for the repairs (as it was possible on this occasion). After sending them all the details and quotation for the repair, they sent me the money via PayPal, although I did have to pay PayPal fees for this, I'm happy the process was handled smoothly . All in all, I'm overall quite happy with their customer service. There is no telephone number to call them on but they say they need to keep costs down so want you to use their ticketing system instead, which in all fairness, queries normally get answered quite swiftly so I don't have a problem with it.
They now provide telephone numbers direct to the courier company. Not used these as yet as I've not had any further problems.
PM's prices are excellent, with prices starting at £5.85 (plus VAT so £7.02) for a next day collection with next day delivery. (£4.85 plus VAT for envelopes). Same day collection (only if you book before 10.30am, Mon-Fri) costs a bit extra but it is still very cheap compared to Royal Mail or booking with couriers directly. This low price is for all parcels under 10Kg with dimensions not exceeding 150 x 150 x 150cm before price shoots up a bit. Maximum size that they can accept seems to be 200 x 200 x 200cm. They now offer a an even cheaper rate (about £1 less) for items that'll it in Citylink bags. Not used it yet though.
Sending a 5Kg parcel with Royal Mail using 1st Class Standard would cost over £11 and it would not be guaranteed to arrive next day, nor is it trackable. Recorded Delivery @ around 75p, is generally useless as it only tells you when something has been delivered. Even then, this tracking doesn't always work (10% odd don't work). Royal Mail Special Delivery would cost over £21. Parcelforce prices start from £15.50 for next day, which goes to show PM's prices are very good. I've found that other Parcel brokers aren't quite as cheap unless using economy services, i.e. HDNL / MyHermes, which sets PM apart from the rest.
They also offer International services via DHL but I've not used this so can't comment. For anything just between 2 and 3Kg is ever so slightly cheaper with Royalmail Standard Parcels (3-5 day service) if you don't require next day. Insurance with proof of posting gives you over £40 insurance for free.
PM have started offering Parcel Force, Night Freight (for very very heavy stuff) and UK Mail. Parcel Force costs £10.99 but UK Mail (part of Business Post (owned by Fed Ex?)) costs the same as Citylink (£5.85 plus VAT).
- Low prices for next day delivery
- Easy to book collections
- Can book 24/7
- Okay customer service
- Offer more than one courier
- Same day collection costs extra
- There's no economy delivery options
- Collection time slots are not guaranteed
- Labels are not available instantly
The prices are great for a next day delivery service. There are cheaper options out if you don't mind using an economy delivery service but I've found some of those to be very unreliable whereby the courier doesn't bother to show up at all. With this in mind, PM are excellent. There are some bad reviews of them around but I believe that many people with good experiences haven't bothered to write positive reviews of the company to balance things out. I've found them very fair once you explain things, so, if you have a heavy parcel to send and you need it to be quite cheap, I am happy to recommend using Parcel Monkey. Having to await collection may not be convenient for some i.e. can't stay home or not convenient to take boxes to work. Unfortunately for those people, it's back to the post office but for everyone else, PM are a good option.
Thanks for reading