Parcel Monkey
reviews and complaints

I bougth a service to bring my stuff from the UK to Portugal from Parcel Monkey via DPD on 02/01/2024 (3 days delivery) but on the other way I never received and was returned from DPD on 10/01/2024. The package was visibly damaged and, upon inspection, revealed missing items from the original shipment.The returned package arrived with evident damage, and upon further examination, it was discovered that Air Jordan 1 Mid "Bred" Collector's Edition, was lost, £350 is the of value because of rarity and condition.Nintendo Switch £200. ASUS ROG Gamer Edition the value for an ASUS ROG gaming laptop can vary greatly based on the model, specifications, and condition, this one was already used but I still paid for it £500. Timberland boots £100.. The condition in which the package arrived is concerning, and the missing items greatly impact my satisfaction with the return process.

i tracked the item using parcel force tracking no and it said it was delivered and had a photo attachment which was not my home so the parcels that were on there website as item delivered and photo evidence proves it was not delivered to me this whole system is a joke i paid a lot of money and duties taxes etc to get these items of art and have spent over an hour and half trying to somehow resolve this matter and no one accepts responsibility you used parcelforce as the courier and they told me to talk to you which i cant whats happened to my parcels i have not got them and you are to blame not parcelforce they are just couriers for you so i have been told ALL I WANT IS MY ITEMS OF ART NOTHING MORE THAN THAT

I REALY DONT EXPECT A REPLY THATS WHY YOUR AUTOMATED TO COVER ANY MISSHAPS IF I DONT HERE BACK I WILL INTSRUCT LITIGATION WITH THIS MATTER AS ITS UNTORRLABLE Your parcel: PBXA1835823001Part of consignment: ? where the rest of the items ?

I paid for a same day collection and delivery service of a very important item that I was taking to a funeral.

No-one turned up on the day, and no reason why.

The next day someone said they'd attempted collection, which they hadn't.

It was collected, and has been sent to two different depots, and still not reached me, it is now four days late.

This is a very very personal item that is of great sentimental value and part of a funeral ceremony.

The staff at parcel monkey are no help at all.

I am terrified I've lost my item. My whole family are upset. I can't believe it hasn't got here and there are no updates and no reasons why.

What are you going to do?

I used PM to ship my package and it has never arrived. I contacted PM customer service multiple times. They global team is non-existent. There is no number to reach and you basically have to wait for them to respond to their lies.

I even contacted the CEO asking him very nicely to return the cost of content in the box and of course, silence. I even paid insurance for my package.

I shipped a UPS parcel via Parcel Monkey. The package was lost in the mail. After 3 months of back and forth, Parcel Monkey says they have finalized the claim with UPS, but will not give me the documentation from UPS with the tracking number associated with the lost parcel. PayPal will only refund me if they get a notice from UPS saying that the parcel was lost. Now I'm out almost $700 because they will not give me this information

I was ordering the courier, he didn't collect the package because it was wrap wrongly, so the person who was sending me that did it again and they collected next day.

Now they are charging me £124.60 for bigger packages. Together with my previous payment it's £169.11 in total for sending dog guard , which is a flat piece of metal weight 3kg!

It's that a joke? I need from them a proof of how much bigger and much heavier was than I was telling them.

I ordered courier on the 17th and paid for it (£44.51). Today 27th they charged me £124.60 saying that my parcel was bigger and heavier than I said! Not true! They want me to provide evidence. They don't want provide evidence from their side. Help me, please!

I paid for shipping that was due to arrive in 5 to 10 working days on a box from USA to Australia - it took a month. The kicker, though, was that when I wrote a review on their site and gave it a low mark, they removed it as violating their policy..so I watered it down, saying only that I would continue to use Parcel Monkey but would avoid that carrier going forward - STILL violated their policy. I wrote and asked if they ONLY accepted positive reviews, got a response just reiterating that reviews that violate their policy are removed. lol. SO, don't let all the high mark reviews on their site trick you into thinking they are flawless.

I shipped and oven from Illinois to Rhode Island.

Cost was 139.00

I also paid UPS 150.00 to package the oven. I paid insurance for 390.00.

The damaged oven was sent to parcel money location in New York.

The oven cost 5K.

They have not sent oven and have gone thru escalated support message process since July.

What do I do now ?

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We aim to respond to all queries within 1 business day, however it may take longer if we need to contact the carrier for more information.

LF

You sent this 2 months ago

UPS Packed this then was damaged. Will you pay the insured amount ?

LF

You sent this 2 months ago

Wiil you pay the insured amount ? UPS store in Arlington heights packed it.; ?

K

Karishma sent this 2 months ago

Parcel Monkey

Hi Lawrence,

Thank you for your message,

We are sorry to hear about the damage, once the parcel is received please let us know.

Kind regards,

Karishma

LF

You sent this 2 months ago

They sent the oven to you.?

LF

You sent this 2 months ago

tracking showed it arrived

A

Anne sent this 2 months ago

Parcel Monkey

Hi lawrence,

Please note that the shipment was returned to the facility centre in VALLEY STREAM, NY US which is the common protocol for undeliverable packages, and it was received by the staff named LAURIE.

We have contacted the concerned agent to see if the shipment has been processed for return to sender and if the return tracking is available. We will get back to you as soon as we have an update.

Kind regards,

Anne

LF

You sent this 2 months ago

The parcel was insured and was

packed by the Arlington Heights

UPS Store. I paid 160.00 Dollar to have it packed.

Since the glass is broKen I need to have a Claim filed on the insurance.

Larry

R

Reshmee sent this 2 months ago

Parcel Monkey

Hi lawrence,

As soon as the shipment get returned to you, we will be able to file a claim.

In the meantime, we are waiting for the agent's response to see when it will be shipped back to you.

Kind regards,

Reshmee

LF

You sent this 2 months ago

please note my new address is 16 Court St

Jamestown RI,

02835

please do not send to the UPS

store in Arlington Heights, IL

(126 E. Wing St 60004

R

Reshmee sent this 2 months ago

Parcel Monkey

Hi lawrence,

We have contacted the agent to look into this. We will get back to you.

Kind regards,

Reshmee

LF

You sent this 2 months ago

what is the status and next steps

since I moved and parcel was damaged as explained ?

R

Reshmee sent this 2 months ago

Parcel Monkey

Hi lawrence,

As stated previously, we have contacted the agent to see if they will be able to re-direct the package to the address you sent. As we are yet to get their response, we are unable to advise you with further steps.

Kind regards,

Reshmee

LF

You sent this 2 months ago

Hello,

where do we stand on this ?

can you send photos of the

damage ?

thanks

J

Jason sent this 2 months ago

Parcel Monkey

Hi Lawrence,

I hope you are well.

Please note that the relevant team is still looking into the matter. We will revert to you as soon as possible. Rest assured, I have chased the relevant team upon your case. Your patience is much appreciated.

Kind regards,

Jason

LF

You sent this 2 months ago

Hi,

Any update for me,

Larry

A

Anne sent this 2 months ago

Parcel Monkey

Hi lawrence,

Kindly note that we are still waiting for an update on this case. We have sent a follow-up inquiry on your behalf. We will revert to you as soon as we have update.

Kind regards,

Anne

K

Koushal sent this 2 months ago

Parcel Monkey

Hi Lawrence,

Please note that this is still being looked by the relevant team. We will get back to you as soon as we have an update.

Kind regards,

Koushal

LF

You sent this 2 months ago

At this point want me claim for losses damaged package addressed ?

At this point I have no other option do I ?

The oven is Broken not usable , not in my location.

It was packed by UPS.

They said they were delivering it.

I offerred to pickup in Warwick.

Then all of a sudden it is Damaged ?

please help me to address and this, the need to pay the insurance amount now please ?

K

Koushal sent this 2 months ago

Parcel Monkey

Hi Lawrence,

Please note that we will have to wait for the parcel to be returned so that we can assist you with the claim.

We apologise for the inconvenience caused.

Kind regards,

Koushal

T

Tasha sent this 2 months ago

Parcel Monkey

Hi lawrence fredette,

I am very sorry for the delay on this. I am the returns processor, and I've only just been informed by our carrier partner that this is at their location.

The parcel has been processed to ship out to the Jamestown, RI address you provided on July 26. UPS will collect the parcel within the next 3 business days, and once they have it in their possession, you will be able to track it with the link below:

https://www.ups.com/track?loc=en_US&requester=ST/ – tracking number 1Z459E469020636304

If you have any questions or need anything else, please let our team know and we will be happy to assist.

Thank you for choosing Parcel Monkey price comparison service and stay safe.

Kind regards,

Tasha

LF

You sent this 2 months ago

Thank you !

K

Karishma sent this 2 months ago

Parcel Monkey

Hi lawrence,

You are welcome.

Kind regards,

Karishma

LF

You sent this 1 month ago

Hi the tracking number shows

nothing the package never arrived.

please process damage insurance claim.

please provide legal contact.

R

Reshmee sent this 1 month ago

Parcel Monkey

Hi lawrence,

We have contacted the relevant agent to see why the return has not been shipped out yet. Apologies for the delay.

Kind regards,

Reshmee

LF

You sent this 1 month ago

I really need to settle this and get my damage claim processed. Can you help me with this ?

K

Karishma sent this 1 month ago

Parcel Monkey

Hi lawrence,

Rest assured the concern agent is looking into this.

Kind regards,

Karishma

LF

You sent this 1 month ago

where are we at on this ?

I need the oven claim paid.

How do you want to handle the

issue ?

Is there a process ? I need this resolved it has been since mid july.

K

Koushal sent this 1 month ago

Parcel Monkey

Hi Lawrence,

Please note that I have chased the concerned agent again so they can look into the return as soon as possible. Please monitor your account for more updates.

Kind regards,

Koushal

LF

You sent this 1 month ago

any updates on delivery

K

Koushal sent this 1 month ago

Parcel Monkey

Hi Lawrence,

Unfortunately, we have not yet received an update on this. I will send a chaser for an update on this.

Kind regards,

Koushal

LF

You sent this 1 month ago

Hello ,

What is the status. ? When will delivery occur ?

How do I file my claim ?

Please escalate resolution .

This has been going on since mid July.

K

Koushal sent this 1 month ago

Parcel Monkey

Hi Lawrence fredette,

Please note that I have now escalated this matter to the management for more assistance. it can take 1-2 working days to get a response.

Kind regards,

Koushal

LF

You sent this 1 month ago

where is the package ?

it has not been delivered ?

please process my damage claim for the 390.00 amount.

K

Koushal sent this 1 month ago

Parcel Monkey

Hi Lawrence,

Kindly allow some time for the concerned department to get in touch with you for more assistance.

We shall appreciate your patience in the meantime.

Kind regards,

Koushal

LF

You sent this 1 month ago

Where are we in getting the delivery completed ?

When will it be received ?

What is my recourse this time ?

LF

You sent this 3 weeks ago

where is the package ?

it has not been delivered ?

please process my damage claim for the 390.00 amount.

I need the package guys.

J

Jason sent this 3 weeks ago

Parcel Monkey

Hi Lawrence,

I'm sorry to disappoint you again today. Unfortunately, the courier has not yet responded. I have sent a follow-up inquiry on your behalf. Your patience is much appreciated.

Kind regards,

Jason

LF

You sent this 3 weeks ago

hi Jason,

I have been patient. I nees the case addressed and settled.

What is the issue ?

K

Koushal sent this 3 weeks ago

Parcel Monkey

Hi Lawrence,

We will get back to you as soon as the courier provides an update.

Kind regards,

Koushal

LF

You sent this 3 weeks ago

I need to settle this.

K

Koushal sent this 3 weeks ago

Parcel Monkey

Hi Lawrence,

Please note that the concerned department shall get back to you as soon as possible.

Kind regards,

Koushal

LF

You sent this 1 week ago

Hello,

Guys I have been patient for months no parcel delivery and no damage payout.

I would like to know who to contact for legal action ? Do I need to call an attorney ?

or can we come to settlement ? I want my packGE OR MY CLAIM PAYOUT.

Please provide legal address for LEGAL correspondence.

LF

You sent this 1 week ago

How to I come get my package ? Since you are not ever going to send it.

I want a refund for packing and shipping and damage. ?

K

Koushal sent this 1 week ago

Parcel Monkey

Hi Lawrence,

I can certainly understand your disappointment and we apologise for all the hassles and trouble this has caused you. I have referred this matter to the management for more assistance and it can take 1-2 working days to get a response.

Kind regards,

Koushal

LF

You sent this 1 day ago

I need to know who to contact and what to do to get the oven parcel ?

What do ? This has been stolen or lost ?

LF

You sent this 12 hours ago

You have been telling me this since July /I want the parcel and the Damage claim

paid. what do you need to do to make it happen ?

LF

You sent this 12 hours ago

Either Deliver it or give me my $$390.00.

1. Who is the legal lawyer contact ?

2. Why can't it be delivered ?

3. Please provide photos of damage ?

4. Please provide phone contacts ?

New message New escalated message

Maximum: 5.0MB in total

Reply

If necessary you can escalate this issue to the attention of Parcel Monkey; if you feel you have been unfairly treated in a claim resolution, mis sold a delivery service or have experienced a lengthy delay of over 72 hours to get a response from a courier partner. Learn more about escalation.

Courier Partner Support

From To

Sunday Closed

Monday 9:00 AM 5:00 PM

Tuesday 9:00 AM 5:00 PM

Wednesday 9:00 AM 5:00 PM

Thursday 9:00 AM 5:00 PM

Friday 9:00 AM 5:00 PM

Saturday Closed

Times in EDT (GMT -04:00)

#PMSEG7WU

Pickup address

Larry Fredette

UPS Store

126 East Wing ST

[protected]

Arlington Heights

Illinois

United States

Delivery address

Larry Fredette

Jon Fredette

16 Court ST

[protected]

Jamestown

Rhode Island

United States

Quoted price: $137.81

Number of parcels: 1

Value

$390.00

Declared contents

oven

Dimensions and weight

24 " x 26 " x 1 " @ 150 lb

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In August, I tried to return a watch back to a shop (Pink Moon Jewel) in Surat, India

as it was not as described. This was through Parcel Monkey. After 12 days they said the recipient wasn't there to accept it and 16 days after that it was returned to me saying they had insufficient address. I tried again. They collected it from me 12th September and it has been stuck in customs since the 16th September. No one can tell me anything. It has cost me nearly £60 in postage for both attempts. I keep getting told that once it's left the UK it has nothing to do with them. Who is responsible for my order? The return is for £250. I can't afford to lose that amount. Plus the postage costs.

Parcel Monkey Order number = PMSJQCNS

Accepted on - Saturday June 11th 2022 5.02pm

Shipping number LX114286535JE

Dimensions - 8 x 8 x 8

value of items -100USD

sender:

Colin Windross

5604 Lime Hill Road

Lauderhill

33319

Florida

USA

Recipient

Y. M. Messam

68 Denewood Avenue

Handworth Wood

Birmingham

B29 2AF

United Kingdom

Item has shown up on :

Jersey Post - Item dispatched [protected]:23:12

Parcel Monkey tracking - Chicago Illinois USA - 11/06/2022

Universal Parcel Tracking - Tracking number LX114286535JE 16/6/22

Lots of double talk from Parcel Monkey Customer services. Just want to know Where is my package? And what do these thieves want with birthday cards and family photos for an elderly relative?

I paid for one day delivery package on 13th May. It's 17th May already and parcel is still in the USA!

Parcel was collected from Paul Ferguson, account number 213010 of11 Alexandra Court, Chapel Street, Lancaster LA1 1NA on 21 March 2022. Parcel was never delivered to Anthony McArdle 12 Rue des Maires, 11239 Puivert, Aude.

1550 5ee1 2868 e64 D

Tmck Seryice

FR-CHR-0484-XNA5

101-FR - 11230 11U20 21103!22 07:51 Web 4.6.2-api

[protected] 6101 9012

3121122,9:30 AM https:/lwww.parcelmonkey.co.uUshippinglabel.php?id=10387608&key=da79'|.c7404d2d652057f305cc5f18061

https:

We arranged a brand new laptop (costing £550) to be collected by Parcel Monkey from our north London and delivered in Manchester in January this year.

Unfortunately, the laptop was delivered completely smashed with the screen cracked. The laptop was very secure in its original manufacturer packaging, so it must have been hit with extreme force to cause such magnitude damages.

Parcel Monkey has instantly dismissed our complaint citing Parcel Monkey terms and conditions which essentially state that the company doesn’t have to deliver goods undamaged, and accepts zero responsibility at all times.

This company is an absolute scam! I used multitude of services for over a year and periodically I would noticed additional charges, additional charges, it got to the point where nearly every package had an additional charge and these were not small amount 50.00, 60.00, sometimes 148. Dollars additional charges in over a year I prob lost at least 500-1k dollars using this criminalized shipping company. The last issue I had was regarding a specific package that I had images and weight documented at drop off that came back at nearly 150.00 additional charges and I argues back and forth with them they help in absolutely no way, im convinced its primarily computers operating sending messaging and bogus names! Im surprised the company has not been shut down for fraud because it sure appears that they specifically lure in customers knowing they have your credit card ir debit card and will abuse it, not a matter of if. They are crude and rude enough that they will make up anything to charge you additional fees. Please someone investigate this business and shut them down, what a shame. Do not use them!

I am absolutely appalled at Parcel Monkey who has messaged to say they have destroyed the 4 parcels which I have shipped through them (paying circa $300) from the US and intended for the UK.

In their brief communication, Parcel Monkey state that I have inaccurately completed the customs declaration and since the parcels contain cigars they have destroyed the parcels! They then followed up with a link to their Terms & Conditions - las if anyone truly reads through all the Ts&Cs!

Firstly, I have committed no crime nor am I transporting illegal goods. The parcels have not yet left US Shores and so they can simply be returned to sender if indeed they don't want to ship the contents of my parcels internationally.

Secondly, I have made the declaration that any customs charges applicable to my parcels in the UK will be paid.

Finally, they have no right to "destroy" my personal goods before writing to me to obtain clarification.

Clearly I am not convinced that they have destroyed the items as they have provided no evidence or proof despite me explicitly requesting this - they have in fact completely ignored this part of my communication in their response.

Needless to say I will not sit back and accept this. If they do not locate my items and either ship back to sender; or ship to the intended address, I will without prejudice take legal action against them.

They have provided no evidence that the parcels have been destroyed and I will be escalating this matter externally unless they recover the parcels and return to sender.

Any evidence they do have, must show both the time and date the parcels were destroyed to verify that this was not done after I raised an issue.

Notwithstanding any evidence they provide, they have no right to destroy my personal goods (which are not illegal substances or goods) and certainly not before contacting me to obtain clarification.

In the interest of an amicable solution, I hope that they recover my parcels and either return to sender, or ship to intended address.

I shipped a package through Parcel Monkey on 05-26-2021, using FedEx as the shipping service :

Actual Weight: 36.99 lbs
CAD: [protected]/WSXl2600
Parcel Monkey Number: PMS65FDNPMS65FDNOID5693688
FedEx Tracking Number : [protected]

Package was shipped from Henderson NV to Seattle WA.

The package contained a 1957 Singer Sewing machine, the first "portable" mid-sized sewing machine made.

I paid for $300 insurance on the package, even though the sewing machine was heavily packed in bubble wrap and plastic packing material.

The box was dropped in transit and the box was noted to be damaged by the new owner upon arrival (the bottom edge of the box was crushed and pushed upward.

The box was clearly marked in Bold/Large Print "FRAGILE" on all sides and "PLEASE DO NOT DROP" was also marked clearly on all six sides.

The 1957 Singer Sewing machine was in its own case. The box was dropped from an unsafe height or was otherwise mis-handled to the extent that one corner of the sewing machine's case (the actual base for operation of the machine) was broken. The bottom of the case/box forms a box-base, upon which the machine needs to be attached in order to operate. It functioned flawlessly before FedEx dropped it and now it will not operate because the machine's sewing head appears to have been bent as well. Neither the box nor the sewing machine can be repaired. They are not designed to be dropped hard enough to break the case and bend the sewing head.

I reported the loss immediately to Parcel Monkey after being informed by the recipient that the box and contents were damaged.

Parcel Monkey sent me a Claim Form and all the photos that were requested (from me before the damage and from the new owner AFTER it was damaged in transit) were provided with the completed Claim form to Parcel Monkey during the LAST WEEK OF MAY, 2021.

I received notice from Parcel Monkey that all photos, along with the completed Claim Form and the valuation for the package (actual outlay was $314 but the insurance was only for $300) had been forwarded to their "Investigations Desk". It was inferred that their (Parcel Monkey) Investigation would take place concurrently with a FedEx Investigation before the Insurance payment could be issued.

It has been over six weeks since Parcel Monkey received all the requested information and advised me that the "investigation" was in process.

Every time I've asked for Status of the Claim, the request prompts a ridiculous response...the latest being that the "investigation (still won't say if it's Parcel Monkey's or FedEx's alleged investigation) is delayed because of Covid-19 requirements for maintaining social distancing."

I have asked ON SEVERAL OCCASIONS for the FedEx Claim Number and contact number for the FedEx Investigations Desk and keep receiving "not authorized to provide that information" replies.

I feel that, after six weeks, FedEx has had more than enough time to review a simple damage claim and pay the insurance amount. As a Fraud Investigator, I work with Claims Investigators every day and have NEVER seen such incompetence...either by FedEx for not being able to handle this simple claim investigation OR by PARCEL MONKEY for treating their customers like we are stupid.

TO DATE, I have still not received what I've asked for (FedEx Claim Number and phone contact so I can inquire why they are refusing to pay a legitimate claim after 6 weeks) and/or received a response from Parcel Monkey that is not a "canned" reply from a Bot.

I have never heard from anyone at FedEx and neither has the recipient of the damaged package. Someone is not telling the truth and I believe it is Parcel Monkey who is delaying resolution of this simple claim.

------------------------------------------

Please Note that I am attaching selected photos from BEFORE the damage occurred, AFTER the box was dropped by FedEx, as well as photos of the box and packaging materials after it was received by the person who bought machine in Seattle WA. There are many additional photos, ALL of which accompanied the Claim Form when it was sent to Parcel Monkey on 05-30-2021.

The company just lost my package and don't give me any explanation.
The only explanation was "Unfortunately we lost your package".
They don't have any responsibility to manage someone's object.

Edit 2021-03-09:
They still saying "Unfortunately we lost your package".

I have just been contacted by Parcel Monkey saying that they will only refud the cost of the postage not the value of the parcel, despite admiting that they lost the parcel.
Shipment PM8181129 was collected via the Parcelforce 48 service on 8 April 2020. The item was not delivered and after a few messages they informed me that they will only refund the postage costs as they were not notified that the parcel was not delivered within 10 days of the expected delivery. This was an online sale and I had no idea that the parcel had been lost.

The recipient expects a refund and I expect to be reimbursed for the lost parcel.
The value of the parcle was £120 and the cost of delivery was £12.89
Invoice: 6837524

I sent a parcel to Qatar through parcel monkey There was a mistake on parcel invoice fedex called me to query value which said £11.200 I said absolutely not it's approx £200 they said they would amend it. But the parcel arrived still with value at £11.200 so Qatar customs wanted £600 which I cannot and will not pay. Contacted parcel monkey and after many exchanges saying I can't pay it and it's not worth it and also can't send it back as I'm in Qatar not UK anymore, parcel monkey are still saying I will have to pay for disposal but not telling how much. I do not see why I should be more out of pocket with the cost of sending was£140 and the the mistake was Fedex did Not amend the the value of my parcel. Regards giovanna vettese

I placed an order on 2nd Feb/20 for an item to be picked from Las Vegas to Ireland fully paid. Parcel Monkey confirmed that item will be picked from Las Vegas on 17th Feb/20.

Several dates were mentioned in which FedEx was to collect item and never did. I was frustrated with their team emails reassuring a pickup that never happened.

I requested for refund they didn't confirm, my money is not refunded item not collected. THIS IS A SCAM COMPNAY PLEASE RUN AWAY FROM THEM. RUN, RUN, RUN!