Parcel Monkeypaid for service, no collection and no refund!!

This review was posted by
a verified customer
Verified customer

I paid for collection and delivery with order pm5512945. Three times delivery was scheduled with dx through parcelmonkey and three times the collection failed, because dx have no record of the order being placed!
I want my funds returned via paypal, £53 approx. I have the rest of the transcript on pdf.

A refund please to restore any credibility as a legitimate uk service provider.

paid for service, no collection and no refund!!


  • Gr
    Graeme Harrison Jul 01, 2017

    I too have just had the precise same experience with in the USA. The problem is inherent in Parcel Monkey's use of third parties to do the collection. With FedEx, UPS, DHL etc, you are dealing with the company that will actually perform the pick-up, so there is far less chance of a SNAFU. But with Parcel Monkey, the PM tracking applies only after the package is in the hands of PM. So you get no advice of when to expect a pick-up, nor by whom, nor how to rectify problems. PM ought to put tracking info for the third-party into the PM tracking info, so you can see what is planned, to know if/when it has gone wrong.

    Also, for any new PM customer, the PM system should send a 'check-list' email to them. Instead, the buttons under each order item is in reverse-chronological order. It suggests you print and affix a Customs Declaration, which contains FROM and TO addresses, so you think you have done all you need. But a later button has a 'PRINT LABEL' function, and it turns out that without this being done, FedEx refuses to pick-up. So, even though it is with PM, parcel can't be picked up without a FedEx barcode attached.

    Plus use of third-party contractors creates 'chinese whispers' problems, where customer does not know what PM passed on to FedEx re pick-up details. I have complaints in emails with Customer Service at PM, and thus far cannot even elicit an email response from Customer Service PMSV5C3M to re-arrange a delivery. All of it is the antithesis of how Amazon sets out clear instructions for doing a goods return to Amazon.

    Finally, after waiting 26 hours at an AirBnB location for a pick-up, PM customer service advised after I had left the USA, that I 'COULD" have elected to drop the box at any FedEx depot. Why the hell weren't the options explained at the start, rather than only after every single part of the failed parcel pick-up failed... If Matt Sennett is in charge of Operations, he needs to be stood against a wall somewhere and dealt with. The concept is sound, but the implementation is hopeless, and customer support is completely lacking... And I studied Business Operations at Harvard Business School and later taught Business Strategy to MBA students. At this stage, I would recommend that no-one deals with PM until they work out how to actually do the job they claim they can do.

    0 Votes
  • Ma
    Matt Sennett Jun 27, 2017
    This comment was posted by
    a verified customer
    Verified customer

    Good Morning David,

    On behalf of DX please accept my personal apologies for their failure to collect.

    I can confirm that the order was submitted to them by Parcelmonkey Ltd and as such should have been carried out. Rest assured that this matter will be raised with our account managers at DX and I will also make sure your refund is processed today.

    Once again sorry David and if I can be of any further assistance then please don't hesitate to contact me via your account with us.

    Kind Regards,

    Matt Sennett
    Operations Director.

    0 Votes

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