I booked a collection on Sunday for Monday - it is now Friday and the parcel still has not been collected!!
This is the worst parcel service I have used and when it all goes wrong there is no one to talk to!! It took them 15 hours to respond to my initial enquiry as to why the parcel has not been collected.
The customer service agents don't even accept any kind of responsibility when things go wrong.
This is like playing Russian roulette with your parcels!!
The funny thing is the positive reviews on their website - its only when I went to complain I realised that you are "invited" to leave reviews hahahaha what a joke!!!
If you want a terrible parcel service, combined with a useless website and no ability to talk to someone then use this.
PAY PEANUTS - GET PARCELMONKEY!!
I sent a computer with this company from the UK to the Netherlands, I personally packed it in working order in the UK. Once I got the Netherlands it had been clearly dropped at least twice. I then submitted a damage report. They then refused to accept responsibility leaving me out of pocket. Do Not Use!!
Service is good, and efficient. Never had a failure to collect or deliver parcels as promised.
The website however, is another story. Badly designed, unresponsive at times. Pulldown menus disappear before you can select an option. Screen refreshes and changes appearance so boxes that have been filled in once need doing again, this even means logging in again.
Website needs much improvement!
The joy of this company is that you can buy something cheap, but heavy on ebay and still be able to get it shipped to you for so much cheaper than you could possibly imagine. I had a cast iron Husquarna sewing machine delivered to me for under £10.
THey picked it up when they said and delivered it punctually!
Having used many couriers in the past this really is pretty remarkable, and for a fraction of the price. I really don't know how they do it, but please continue!
Have used parcel Monkey a lot drawn in by their low prices and even turned my work onto them, but will be keeping away and never recommending again after I found they falsely advertise and won't refund when things go wrong.
I don't mind the company not having phone number as I understand they are trying to keep costs down, but online support has be to perfect. It isn't. While responses times are ok (about 4-5 hours average) but they are no use at all!;
I ordered the 'recommended' Parcel Monkey 1-2 day service which they then book through DX courier.
The parcel was picked up the following day fine but then it didn't turn up at the delivery address for 5 more days.
I complained as I had ordered the PM 1-2 day service expecting an apology and a refund, but what i got was ridiculous. 'Irianne' explained that the service was 'not guarenteed' and could take '5 days'. As the delivery took 5 days they would not refund me. I say, with supporting links, that this was not a 5 day service, but is advertised as a 1-2 day service. (http://www.parcelmonkey.co.uk/dx)
It doesn't say anywhere during the order process or on the service page (link above) that it may take longer. Surely a 1-2 day service is just that. A 5 day service should be called 5 day.
The service page specifically say says;
"This is a 48 hour collection and delivery service provided by DX where items can be collected next working day and delivered the following day (excludes weekends and bank holidays)."
added to which:
"Delivery would be attempted next working day after collection."
This was not the case as delivery wasn't attempted until the 2nd December.
Secondly this 'not guaranteed' status is not described anywhere on the site either. What does it mean? You can't sell a TV and send a banana and claim that it wasn't guaranteed so can't issue a refund!? And you especially can't do it if you haven't explained that when you buy the TV it may be exchanged for a banana. If that makes sense?
All Irianne says to my requests for proof of what she is claiming now is;
We apologise but DX is not a guaranteed service therefore 1- 2 business days is not guaranteed . It can run up to 5 business days to ship this parcel.
I always point her back to the service page that doesn't say any of what she is claiming, only that it is a 1-2 day service.
Very annoyed by this as I was recommending the company. You may love using them and their prices, but just wait until you need more than their order form and need a refund. Even when you prove you're right, she'll just repeat the same c**p that makes no sense.
I'll be trying Collect Plus from now on.
Good service overall, was very happy and will use again, but 2 things could lift the service.
A. The no printer options needs to be a no printer option. Paying more for the ease of not needing to drive to my step dad's and use his printer was esily the best option for me, so I did it. Only to be then told that I needed to print off a label for each parcel anyway.
B. A collection time estimate would be great as when taking time off work to send things, having to take the whole day to wait in for something that in my case, happened at 15:00 is a little grating, even a "it'll be after 12" or "It'll be early" you know?
But ll in all these are minor things, but they're things that would take the service from a 4 star to a perfect 5 star.
I have used parcel monkey a lot for ebay shipping. I have also used them for the companies I have worked for. Always reliable and always cheap and professional using the best shipping companies who don't offer the same prices to standard customers.
yes a winning formula with Parcel monkey where I will come back again and again. Keep up the reliable service.
really good and chespest for my goods i sent 110% happy
They have been holding my purchased items for 12 days and will not respond to my requests. They will not ring me as they don't have a call centre and think they have the right to deliver my goods when they wish! I am absolutely fuming with this pathetic crap system that they think is acceptable! I don't particularly care if t you have a call centre or not... someone has a telephone! PATHETIC!!!
Excellent service.I have often sent parcels up to 30k to Spain with other online couriers and they always arrived as if they have taken a battering. With Parcel Monkey all my parcels have arrived in mint condition and I will definitely only use them in the future. They are second to none and it's nice to know they take care of your parcels .
My daughter is living in Egypt and I need to send her parcels quite often. I have used Parcel Force previously and they are very expensive and the parcels take ages to get to Egypt. Parcel Monkey delivered what they said they would. Fast and efficent service. My parcel was collected on the Monday and my daughter had received it by the following Monday.
I was really impressed after Parcel Force.
Last week they collected a parcel off me. I paid for £400 worth of cover when the buyer got the item it was severely damaged so i contacted them, sent them images of the damage and explained the damage in detail. They then had a investigation but after 2 days they said i could not make a claim as there is no evidence that they damaged it.
Extremely bad service.
When you get a big order you're always worried about sending it domestically, but internationally is a major concern. I could track the parcel during its journey and when I had a query the nice guy on the end of the email contacted the courier for me and put my mind at rest.
Great work guys
I frequently send and receive Coach built prams.and other large items, I always use Parcel Monkey, the carrier is City Link. The combination is great! City Link look after my prams and goods, and Parcel Monkey make it so easy to book at prices I can afford.
No-one ever seems to have a good word about couriers but I've never yet had a problem with any that I've used, & Parcel Monkey has just demonstrated that sometimes using a middleman is cheaper than going direct! Very few couriers would take a package as large as I had so I gave Parcel Monkey a whirl. Collected from my house in London one day, delivered to Wales in less than 23 hours, courtesy of City Link - and cheaper than booking with them direct.
Parcel still sat here 1 week after it's SUPPOSED to be delivered as I paid for next day service! No replies to emails, clearly they don't give a monkies!
Generally I get good results with these guys and never had a problem -
this time was a complete disaster though and the way they handled it very much put me off wanting to ship with them again.
- I paid two times for a pick up that never came
- on hold for 10 minutes - no one is answering phone during business hours at DX courier
After paying twice and no show, or call or notice on tracking notice of pick up attempts made either time, even after I received a text messages saying my pick up was scheduled
My main issue is that customer service was email only and very slow to respond (a day or two per inquiry)
No offer, no apology or efforts to make up for my time and lost shipment.
I have to chase them for the refund for the service that was not provided.
From entering the parcel dimensions all the way to the checkout everything was nice and simple. I like that you can also sign in using your FB account or others. Very happy with the service will use it again.
I have to promise to my customers that I will deliver on time so I need to book through a professional service, having tried most of the competition I can say undoubtedly that Parcel Monkey is the top of the tree for reliable outstanding service, first and every time !
So easy to book online but remember to check that your insurance level covers the package. Insurance rates vary between different couriers, some with a basic insurance of just £20 (Royal Mail) and others with £50 (Hermes).
I do tend to use Parcel Monkey for international parcels and for UK domestic parcels that are oversize or heavier than normal.
An excellent service from Parcel Monkey.
I used Parcel Monkey for the first time last week (further to a friend's recommendation), and it couldn't have been easier to use. The instructions were simple, the range of options good, and the pick-up driver friendly and efficient. It was great not to have to run into town last-minute and queue to send my parcel, thank you!
The old saying 'you pay peanuts and get monkeys' couldn't be more apt. They are obviously a bunch of giggling children running the customer service department who really don't care. I'm amazed nobody in management has spotted the huge amount of poor feedback they get and addressed it but there lies the problem. I'm sure the poor service is the attitude of the management and that has spread down the line. I have used them before with no problems however on this occassion my package was not picked up as payed for (on Tuesday). there was no communication or explanation. I called the carrier direct they confirmed the package would be picked up on the Wednesday and delivered on the Thursday and they had relayed this to PM. The reason cited was "the driver was over his hours" allowed to drive. The package was not picked up on the Wednesday. I again emailed PM who responded with a generic email that they would make enquiry's and advise. I didn't hear back until i emailed again on Thursday and got a response of the package has now been picked up. I've asked for a contact number and had no response. I've again emailed today twice with no response as the package has not arrived. In essence, it seems if there's a problem, you'll get no response or customer service. We can all take the glory when things are going well but they say a company is judged on how they deal with the problems that of course happen day to day. We all make mistakes and problems will happen but to ignore a customer is unforgivable. This company deserves to fail and based on the people within it, probably will. I'm sure they will all moan and blame everything and everyone else except themselves. Of course they are a middleman for the couriers but that's not my problem, that's what we are paying you for PM. If you can't do it well....don't do it. My advice......steer well clear of this company
I changed to parcelmonkey nearly a year ago, and I am happy since then. Sometimes parcel are damaged, but they handel professionally. Overall very good service.
The good things are the price and when it goes well it goes well, to be fair most the time, I send 20/30 packages a week and only will have a problems with a couple a month.
I appreciate that it is not the fault of PM when parcels get delayed/damaged/lost etc, however their lack of customer service is abysmal! When things go wrong they need to be sorted quickly and efficiently waiting two days for someone to get back to you via email really is unacceptable, and then they are frustrating, they obviously do not follow the thread/issue and say all sorts of absolute rubbish to you, and I have found the last girl to be extremely rude and patronising.
I will not be using PM again, even though they are cheaper with their insurance which can make quite a difference when taking out insurance, but to be honest I would rather pay that little extra and have help on hand, Parcel2Go's customer service is second to none, I will be returning to them.
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