Thought I'd give my thoughts on Parcel Monkey. I've used them a few times now and 2 out of the 4 orders have gone Pete Tong now. The first was back in May when a next day delivery took 3 days!
But the recent booking I found out some shocking terms and conditions on how they operate. I ordered a Bike from someone on ebay and they have been very willing to help out me arranging a courier to avoid pickup. I paid for next day delivery before 12pm through there site with the courier City Link and the pickup was due last week - Thursday 9th August. By the end of the day the seller had waited in allday and said no-one has come to collect it! Then how the hell is it going to reach me the next day before 12pm?!?!
From here I find out that there is no way to pick up the phone and speak to Parcel Monkey, you either go through an online support ticket message system or you speak with the courier (City Link) direct of which I had to hunt down the number (although magically they have now changed this on their site following my complaint!). City Link could not give me a reason why it was not collected, they also couldn't re-arrange collection for the Friday because it had to go through Parcel Monkey and they wouldn't get the order in time!
So back to Parcel Monkeys only form of communication, messages went as follows:
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Friday 10th August 2012 at 11:10
Me:
I am very mad. I paid for a next day delivery before 12pm, the order was made Wed 8th August for pickup on Thur 9th August, expected delivery Friday before 12pm. It is now Friday at 11am and the package has not even been picked up yet! What the hell am I paying for?
Secondly can I say that I am disgusted you do not have a telephone number to contact you on, there is a link on the orders area which states in a pop up window that you have telephone support Mon-Fri 9-5. Where is the number? This support ticketing system is just not good enough to resolve issues quickly.
I have managed to contact City Link directly who are trying to get hold of the depo that should have collected the package, I’m awaiting there call back, but that’s even been an hour or so now.
This is not the first bad experience I’ve had with you and the City Link combo. The last next day delivery I used was 3 days late! I still do not have a refund on that, but will go and update that separate support ticket now – I expect the same refund for this order because you simply aren’t delivery the services you are advertising and I’m paying for! The poor couple that I arranged the collection from have also wasted a whole day waiting in for a courier that has never turned up – who is going to give them that day back? No-one, it is absolutely disgusting service.
Please respond ASAP what you propose to do.
Rob Wyatt
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Friday 10th August 2012 at 15:37
Pacel Monkey:
Hello Rob,
We are truly sorry for whatever inconvenience this may have caused you. Please advise if you want us to rebook (August 13) collection or cancel order and be refunded.
Kind regards,
Maridette
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Friday 10th August 2012 at 16:16
Me:
Well a simple sorry and those two options do not really make up for it I'm afraid. I need the package delivered not cancelled, but now the person at the collection address can only be around next Thursday (16th August) - so I would like to rebook the collection for then. But I don't see why I also should not receive a refund for the fact that a next day delivery before 12pm due to whatever reasons will now be with me a week late!
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Friday 10th August 2012 at 16:29
Parcel Monkey:
Hello,
Unfortunately, the terms and conditions you agreed to when completing your order state that the liability of the company does not extend to cover any late deliveries or collections unless there is valid evidence of a period of 5 days or more. Please may I ask you to take another look at our terms and conditions where you will be able to confirm the same: http://www.parcelmonkey.co.uk/terms-and-conditions#s6.
Thank you for choosing Parcel Monkey.
Kind regards,
Maridette
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Monday 13th August 2012 at 13:15
Me:
Well, your level of customer satisfaction is appauling. I'm sure we all read the fine print of the T&C's, but to void yourselves of responsibility of the services you are reselling to that degree is a joke quite honestly. How can you be providing resold services to the public which includes next day deliveries, if you have a get out clause of 5 days! Why pay for next day delivery then if it's not guaranteed? How long will a refund take?
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Monday 13th August 2012 at 13:25
Me:
I have also just noticed what you state in your emails confirming the booking for collection, how is it that you are able to threaten customers with a charge of £10.50 +VAT for a missed collection if they are not in, yet when the shoe is on the other foot, we do not get any retribution? I don't see why the same charge for the inconvenience as compensation should not apply in this instance?
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Monday 13th August 2012 at 14:32
Parcel Monkey:
Hello,
Should you wish to make a formal letter of complaints, you can send this to
The Managing Director
Parcel Monkey LTD
International House
Southampton International Business Park
George Curl Way
Southampton
SO18 2RZ
Kind regards,
Maridette
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Monday 13th August 2012 at 14:55
Me:
Can't give a dignified answer to your charges and no counter charge then? I'm not wasting any more time with your company. These issues should be raised internally. You did not answer my question - how long will the refund take to process? If it is immediate, please process straight away. I'm taking business elsewhere and will be telling everyone not to use your services.
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Monday 13th August 2012 at 15:24
Parcel Monkey:
Hello Rob,
Please confirm you want us to cancel PM_1009540_1459834 and be refunded.
Kind regards,
Maridette
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Monday 13th August 2012 at 15:27
Me:
Answer the question first - how long does the refund take? I would like an immediate refund so I can go and book another courier straight away!
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Monday 13th August 2012 at 15:57
Parcel Monkey:
Hello,
The refund will take about 7days to process.
Kind regards,
Maridette
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Monday 13th August 2012 at 16:33
Me:
You further amaze me! Exactly how does a refund take 7 days? That is the period of notice for return of goods not to make a refund, it’s a push of a few buttons on a machine! You manage to take the money from my account very promptly when I book. You would think that a disgruntled customer such as myself would cause you to make an immediate payment.
Everything seems to be in Parcel Monkey’s favour. I don’t see why Parcel Monkey should gain interest on my money while it sits for 7 days, and I bet I am not alone! I want to book with a different courier, but I don’t see why I should be out of pocket for a week – can you provide another courier under your services that has a better proven-track record than City Link? I appreciate that is where the initial problems has started, notwithstanding your T&C’s and customer care.
If you can provide a better courier to avoid a week wait for refund, then this may be a way forward. What can you propose?
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Tuesday 14th August 2012 at 8:39
Parcel Monkey:
Hello,
We are unable to book your order using other courier. We have to cancel your order and you should place a whole new one. Please advise if we can proceed with cancellation.
Kind regards,
Maridette
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Tuesday 14th August 2012 at 9:17
Me:
Just cancel, I've had enough. Please refund as soon as you can. By the way, I like how some of my questions did not even warrant an answer, 7 days to refund, baffled why you say 7 days? I'll sit and wait for the money then seeing as you leave me with no choice. I think that is the final straw and your 'managing director' will be hearing from me.
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And that's it - waiting for my long refund and have rebooked with someone else at extra expense.
I guess I've gone on a rant, but it just infuriates me. I come back to the question how can they sell next day deliveries when they will only intervene after 5 days delay? And how does it take 7 days to get a refund?
They've been about as helpful as an underwater hairdryer! And City Link is just appauling for creating the problem in the first place - I've since realised googling around that they have the worst reputation.
Anyone else had problems in the past?
Cheers,
Rob
