Parcel Monkey USA Reviews 

I paid almost $300 for an international shipment through Parcel Monkey, and what should have been a simple booking turned into an absolute nightmare.

Once you've paid, there is virtually no way to manage your shipment or communicate with the company. You cannot change your collection date, verify collection arrangements, request additional information or get meaningful assistance with your booking. There is no accessible customer service email, no telephone support and no functioning way to raise a support request or claim.

Their Live Chat, supposedly the main way to contact customer service, simply displays a message saying it is "closed for the holidays" and will reopen on January 2. Meanwhile, customers are left completely stranded with active, paid shipments.

I contacted UPS International Shipping Support myself, spending hours trying to establish whether anyone was actually scheduled to collect my parcel. Although UPS could locate the shipment tracking number, they had extremely limited information and could not confirm that any pickup had been scheduled. Parcel Monkey had provided no separate pickup confirmation or reference number, and its website offered no way to clarify the situation.

Between the unverified collection arrangements, contradictory booking information and complete absence of customer support, I had no confidence that the service I had paid for would actually be provided. I therefore decided to cancel.

And this is where things became even more outrageous.

The website confirmed that my order had been cancelled, but immediately displayed the message:

"Your order has been cancelled, but we haven't been able to process your refund yet."

It then instructed me to contact their Live Chat team to arrange the refund. The very same Live Chat that is unavailable!

Even after cancelling, my order continued to appear as "Awaiting Collection", with a collection supposedly scheduled, despite the website having confirmed cancellation. There was no way to resolve this contradiction or speak to anyone.

I am now left trying to recover my $290.41 through my credit card provider because Parcel Monkey has failed to process the refund and provides no accessible way to resolve the issue.

This is not simply poor customer service. It is a fundamentally unacceptable booking and support system. A company handling international shipments should, at the very minimum, provide customers with a way to confirm collections, manage bookings, communicate with support and receive refunds.

Cheap shipping rates mean absolutely nothing when the company becomes effectively unreachable the moment you pay.

Avoid Parcel Monkey. The potential savings are nowhere near worth the stress, wasted time and financial risk.

I have used ParcelMonkey many times, but I will never use them again; I simply do not trust them. I entered all my information for a parcel and paid. I then got a message that, due to a system error, they couldn't generate a shipping label for my parcel.

A full day later, I received a notification that my label had finally been generated, so off went my package via UPS International.

I got a bill for taxes, etc and paid it.

I then got a notification of a surcharge. I queried the surcharge and was told it was because the dimensions of my package had been understated by me. I was able to prove that they had not been. I was then told that it was because my parcel was not in a corrugated cardboard box. It was in a double-walled box to protect its contents. I asked for evidence of the claim made, purportedly by the carrier; I was ignored. The charge remains, and having been misled once and then again, I have absolutely no faith in this company. The amount charged to my card inappropriately was $22.32 (a little under 50% of the cost of the shipping), and the shipping number was PMS13QXZ, just in case someone from Parcel Monkey reads this and finally decides to treat one of their customers appropriately. I am not holding my breath.

This company is totally fraud. Don't mail or post with their service. They are slower than first class mail. They just mail when ever they want after they have collected enough posts in that particular direction.

We cannot trust this service.Many of our packages are not delivered by the expected delivery date. We paid extra to get packages delivered before needed and some are delivered over a week late!
Customer service is only by live chat, I feel Parcel Monkey could do better.

I would like to respond to response of this business, how do I do that?

My international order was archived before it even reached the first leg of its journey. As a result, it's been stuck in limbo for over a month now. The only way to contact them is via their online chat, but the customer service representatives supposedly have no control over anything and forward it to an "internal team" that you can't speak to. They refuse to communicate or return my package. I finally got a response today asking for more money, but the link they've given me leads to a 404 error. They've basically stolen my package and refuse to do anything about it. There are no phone numbers period. Suing them is going to be a pain because they're located in England as well.

Was able to purchase two shipping labels on this website. Tried to purchase a 3rd and its going to make me verify with my ID. Nothing different from the previous two. Same service. Charged my card anyways and will not release the funds. Will have to dispute with my bank. Over $30 stolen.

they do not communicate, they give wrong labels,my parcel spentmany days at UPS saying wrong address and i tried talking to parcel monkey agents and nothing happen and now UPS sayparce deliverd to TINO in chicago on the 22/09/2026, parcel monkey can not tell me where is the parcel and who is tino,The agents give same answer which says we will email you in2days, i have talked to more than 10 agents and it is always like you are reporting the problem for the first time,Three days ago i sent an email to them they never respond or acknowledge receipt

UPDATE, OCTOBER 5:
NO INSURANCE PAYMENT FOR LOST PACKAGE FROM UPS. NOW BEING GHOSTED BY PARCEL MONKEY. THEY DO NOT RESPOND TO MY REQUESTS FOR ASSISTANCE IN OBTAINING INSURANCE MONEY.

I shipped a package from USA to UK using the Parcel Monkey site. I paid for expedited shipping with UPS. Package made it to the UK but not to the address (residence). UPS said it was lost???? Parcel Monkey reimbursed me for shipping but I have not received the insurance money. I have made inquiries for several weeks and get absolutely NO response from Parcel Monkey.

Parcel Monkey really delivers every time. It makes shipping affordable by offering a wide array of options and highly affordable rates via trusted, branded couriers. It's a reliable, budget-friendly way to ship packages. Highly recommend!

It was a cheaper option. I had horrible problems tracking package. It had no tracking for 2 weeks. No explanation why. Finally go told an amount owed for import charges. Then it shows no tracking after that. No real help from customer service.

Apparently I placed my order in the "legacy" website before the site change and now I can't access it in the account. I purchased a shipment by USPS that said it will be delivered in 5-10 days. It was delivered over a month late. it was returned goods so the late delivery made the return invalid and now i'm out of everything i paid for.

Parcel Monkey has failed!!!! Whoever was in charge of their recent site migration should be fired. All historical shipping data has been lost. No customer service to call, attempting to get somebody on live chat, is a game of chess you have to figure out how to trick the system because an historical order reference numbers are not recognized by the system. It's awful. I have a customer that can not comprehend, why I can not provide tracking on a shipment and frankly neither can I. Never again will I use Parcel Monkey.

I shipped a package over a month ago and it still says awaiting package. The original UPS package shows it delivered in chicago. But the next leg still says awaiting package. Seriously dont trust this company.

Package had 4 laptops in it and it was ripped open down the side and computers stolen from the package. Only one was delivered. No way to actually talk to anyone, just live chat. You need proof of purchase receipts to file a claim so second hand or non recent purchased items, good luck. They spent a week "looking at it" then just denied it for a generic reason. DO NOT use this company if you value your shipments. They will not honor insurance or basic protections and will just deny you outright. There is also ZERO phone number to discuss anything with them, just a chat system, so you have ZERO recourse once they make their decision. The email replies to these reviews too are just them saying suck it up buttercup. Use a WAY better option like Pirate Ship to get discounts. Got the runaround from PM and from UPS, and now im left holding the bag.

I normally don’t leave reviews like this, but after almost two months of stress, countless messages, phone calls, and still no resolution, I feel people need to know about my experience with Parcel Monkey.

I shipped four packages containing my parents’ USED clothes, slippers, and personal belongings. There was no business transaction, nothing was being sold, and there was absolutely no trade involved. I was simply returning my parents’ belongings to them.

I made a genuine mistake when entering the declared value. I explained this over and over again, tried to submit corrected documentation, and even told them to OPEN THE BOXES and inspect everything. If someone believes these are commercially valuable goods, simply open the packages and look at what is actually inside.

Now comes the unbelievable part.

We have been told that Customs people in Pakistan is demanding approximately $5,414.03 USD — around PKR 1,500,000 — for packages containing USED CLOTHES AND PERSONAL BELONGINGS.

Honestly, how is an ordinary customer supposed to accept something like this without questioning it?

My parents were also asked to make an additional payment when someone from UPS came to their home. They paid what was requested and signed paperwork. The person took the signed paper with him and handed my parents another document, specifically telling them, “This is your copy.” Now we are being asked for additional proof of that payment and delivery driver should not be taking the money. When we contacted UPS pakistan they said we do collect money.

But the biggest question still has not been answered:

WHERE ARE MY FOUR PACKAGES?

The UPS tracking shows them as DELIVERED.

My parents NEVER received them.

At the same time, we are being told that the packages are being detained by Customs.

How can four packages simultaneously be “delivered” and “held by Customs”? and the tracking number shows Custom Cleared.

If they were delivered, show me where they were delivered, who accepted them, and the Proof of Delivery.

If they are with Customs, why does the tracking say delivered?

And if nobody can establish where they actually are, then why am I being denied the opportunity to treat them as missing and submit a claim?

And then came the cherry on top.

While I was actively trying to resolve this issue, Parcel Monkey changed their entire system. The next morning, I logged into my Parcel Monkey account and everything relating to my shipment appeared to have vanished as though it had never existed.

I entered my reference number and nothing came up.

After everything I had already gone through, I then had to CALL CUSTOMER SERVICE, explain the entire situation AGAIN, and essentially start going back and forth over the same issue all over again.

Imagine dealing with four missing/undelivered packages for almost two months, being told Customs wants approximately $5,414 for your parents’ used belongings, seeing the tracking marked “delivered” when nothing was received, and then logging into the company you booked the shipment through and finding that your shipment information is no longer showing in your account.

I have asked for something very simple: either locate and deliver my parents’ packages, or acknowledge that they were not delivered, refund what I paid, and allow me to file the appropriate claim.

I understand that Parcel Monkey does not control another country’s Customs authorities. I am not asking them to control Customs. I am asking them to take responsibility for helping resolve a shipment purchased through their service and to explain the completely contradictory information I am receiving.

At this point, I don’t even want to put my parents through this anymore. If the packages cannot be delivered, give me the appropriate claim form, refund what I am entitled to, and let me move on. I would rather send my parents money to replace their clothes than continue putting everyone through this stress.

Almost two months.
Four packages.
Tracking says DELIVERED.
My parents received NOTHING.
We are told the packages are with Customs.
Approximately $5,414 USD / PKR 1,500,000 being demanded for used belongings.
No refund.
No completed claim.
And still no clear answer telling me where my packages physically are.

This has honestly been one of the most exhausting shipping experiences I have ever dealt with. I am not looking for excuses or apologies anymore. I just want a fair resolution.

UPS marked my package as delivered but it has not been. Filing a claim with their online system is impossible and now my 5 year old niece is left without gifts I brought her and I have been charged $50 for nothing.

Paid to have 2 packages shipped to Colombia. After it arrived in country, nothing has happened since with erither package. Tried contanting them for some support and they said that I had to file a claim with the USPS about it (USPS handled the shipment to Colombia). USPS said there was nothing they could do. They fullfilled their part of the shipping so I couldn't collect on the insurance with the package being lost. Customer non-support is a joke. Never using these people again!

After leaving this review, I was contacted by someone asking for more information so they could look into the packages. That seems to have resulted in 1 of the 2 packages being delivered. The other one is still lost.

I have tried going back to start a new inquiry on the still missing package, but now the website says the tracking is not one of thiers! The site has a page where you can enter the reference number to search, but there is no button to start the search and just pressing return does nothing.

Terrible service! DO NOT USE! This site is a scam. I paid $131.31 for a package to be picked up in Florida and sent to Colombia and they never sent me a barcode label and never even tried to pick up the package!

Last November, we arranged for Parcel Monkey to send a package of Christmas gifts from our home in Seattle WA to France. The package finally arrived in June! Parcel Monkey was not interested in making sure that things were on track. The parcel was sitting on a customs loading dock somewhere in the Baltics for months. Parcel monkey's tracking system only ever said "in transit". It was a very poor experience. NOT RECOMENDED FOR INTERNATIONAL DEVLVERY!!