Newest Review: ... 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... more
Created by monkeys for monkeys
Member Name: stillclueless
Advantages: Easy navigation, good layout, easy to request and pay for a collection
Disadvantages: shocking customer service, unreliable couriers, random changes to customer services on website
My partner was recently selling his inflatable Sevylor Kayak on EBay as he had his eye on getting the same one as me - the Stearns spree which is a slightly smaller option compared to the one he had. In the past for sending big and bulky items we have used a company called send it quick.com which to our disappointment no longer operates in the same way it used to. On the send it quick website there are options to choose a service through an alternative carrier, and amongst these carriers was a company called parcel monkey which basically offers low cost door to door parcel delivery so we decided to send the Kayak to the buyer using this particular parcel carrier.
***About Parcel Monkey***
Basically, parcel monkey is as I indicated before - a low cost door to door parcel delivery company that doesn't have any weight restrictions so you can ship absolutely anything you want, from 1kg to 1000kgs and you don't have to worry about any hidden surcharges, plus, they even throw in £50 worth of free insurance for your parcel. They operate using DHL, HDNL (Home Delivery Network Limited) and City link all of which are companies I've heard of and received packages from so we decided that it seemed like a good option for having the Kayak delivered to the buyer down in England.
***Ease of use and booking a collection***
The process is relatively simple when booking your parcel in for collection, as on the home page of parcelmonkey.co.uk, there is the option to get an instant quote for UK and International Parcel delivery. All you have to do is enter your units of measurement in cm's and the total weight in kg's, confirm your destination from a list of pretty much any country and click on Get Quote and from here you will be transferred to the quote page. On the quote page you are provided with a number of options for shipping your parcel including; Economy 24-48 hour delivery, Next day before 6pm, Next day before 12pm and so on and so forth each having an individual price attached to it. Again the process is relatively easy, simply browse through your options and once you've decided, click on the select service link at the end of the option line.
Next step is simply to insert collection information including your preferred collection day and pickup point, and also the delivery information and from here proceed to stage 3 where you add in extra information including courier notes, the package information which really is just a description of the goods you're sending and a total value. Underneath the extra information is a drop down box which allows you to select different levels of insurance, bearing in mind there is £50 worth of insurance thrown in for free so if you are sending a low value item then you probably wouldn't want to select the additional insurance but we opted to pay £4 for an extra £300 worth of cover.
Once you have made your payment the next step is to print your shipping label and wait for your parcel to be collected. The courier that was to be collecting our parcel was Home Delivery Network Limited and this was confirmed on the shipping label so all I had to do was wait for them to turn up. We printed off more than 1 shipping label as one had to be attached to the parcel and it is suggested that you had a couple of copies of the order over to the driver. Parcel monkey then sends you a notification via e-mail to confirm the order has been completed.
On the website we requested that our parcel be collected on Monday 14th June. We had placed our booking on Thursday 10th June so did not envisage that there would be any problems. For Convenience the parcel was to be collected from my place of work as both myself and my partner work full time and this way would guarantee that someone would be around to hand the parcel over.
It got to around 4pm on Monday afternoon and still no-one had attempted collection of this parcel which is unusual as I work in an Industrial estate and most collections are made early afternoon, so I called my partner to let him know. At the time parcel monkey offered a live chat service via their website so my partner hopped on and asked for confirmation that the parcel would definitely be uplifted. He received an adequate response advising that the parcel would be collected between 8am and 6pm on that day and forwarded the details to me.
6pm came and went and still no parcel collection. I let my partner know the parcel hadn't been uplifted and was still in the boot of my car, so he e-mailed parcel monkey, as the live chat service seemed to have been removed from the website only a couple of hours after he had used it and there is no option to contact them via telephone.
The next day, Tuesday 15th June my partner received an apology e-mail, with no explanation as to why the parcel wasn't collected but with confirmation that it would be collected between 8am and 6pm on Tuesday, so again I waited for the courier to turn up at my place of work, package on hand in the boot, ready to be handed over. Again at about 4pm I contacted my partner to let him know it had not yet been collected, so this time he took it a step further and contacted the home delivery network, where he was advised that couriers operate from 7am to 7pm and that his package was set up for a pm collection which could be anytime between 12pm and 7pm, and that there was no record in the system of a collection scheduled for the previous day and they had received no correspondence from parcel monkey regarding the missed collection - thanks a bunch parcel monkey, so it seems we had been supplied with inaccurate information left right and centre by the reliable, and cheap parcel monkey, information that was provided on their website which has now been removed e.g. collection between 8am and 6pm and information that was provided to my partner by a representative of the company through the live chat function on the website which is now not available either.
With a grumble I agreed to wait until 7pm for the collection. My partner spoke to 3 separate individuals at home delivery network, all of whom confirmed that the parcel would be collected before 7pm so imagine his mood when at 7pm; the parcel still had not been collected.
Another phone call took place and this time he was told that the driver may be running a little late and to sit tight, if no collection was made before 7:30 then the advice was to call back, and at this my partner drove over to my work to take over the waiting. 7:30pm came and went and still no collection, and the response we got when we made that final call to Home delivery network was a shocking one. The lady on the other end of the phone assured us that an attempt was made to uplift the parcel at 7:10pm that very evening, which was obviously false information supplied to them by their very own driver as at this point my office premises was closed and I was parked outside the locked gate, still waiting for the collection and there was not even a hint of a home delivery network vehicle going past let alone attempting to enter the premises. There was no apology given and the best they could offer was an unguaranteed collection the next day which could take place at any time between 7am and 7pm, which we both thought was a completely unacceptable response seeing as this was the 2nd day in a row that the parcel had not been collected.
After a lengthy debate with Home Delivery network the result was that my partner was to deliver the parcel himself to their local depot to ensure that we were not left in the same position again on Wednesday morning as they could not guarantee a collection.
Imagine my surprise when on both Wednesday and Today, a driver from the Home Delivery network turned up at my work attempting to collect this very same parcel that had been delivered into their facility on Wednesday morning. Clearly there is a distinct lack of communication both between parcel monkey and their courier and also within the courier company themselves.
Parcel monkey did contact my partner on Wednesday morning confirming that a collection had been attempted the previous evening and that they had rescheduled it for the Wednesday - what a joke.
The parcel monkey website was so easy to use that I thought I couldn't go wrong but how wrong did I turn out to be. I think parcel monkey is operated by monkeys for monkeys and I do not recommend them at all. If you're looking for poor customer service and a complete disregard for your collection request then this is the place for you but if you're looking for a high quality fast and efficient parcel Delivery Company that gets it right first time every time, then I would steer clear of this one.
It is fortunate that Home delivery network were at the forefront of this complaint because we are now left with an undesirable impression of this company also, and as well as a poor level of customer service received from parcel monkey, we also received poor service from home delivery network. A lot of un-necessary stress was caused by this company and I certainly would not recommend them or use the website again.
Summary: An unreliable way to send your parcels