Parcel Monkey.com claims is a joke!

custardy

MRLEXGENI wrote: »

I wanted to cancel a delivery as I was not feeling well and the package required me to help the courier lift. I contacted the number given by PARCEL MONKEY for NightFreight (02380 number) the night before the arranged collection - no reply - ok fine it was close to 10pm. Contacted them again at 8.05am next day and had to listen to their annoying self gratifying adverts for a total of about 35mins before someone answered!!!!!!!! They then blamed problems with their phone system ...hhmmmmm. I had phoned another number earlier
I had found on the internet (01992 474 100 - Hoddesdon) and got through in 5 rings I gave him my reference number and he said they had no record of it. Anyway the 35minute call wait receiver agreed to stop the driver coming out and she confirmed that the depot was Hoddesdon!!!:mad:.

Am now trying to get my refund from PM as the delivery was cancelled before the driver turned up. Have sent them an email and still waiting for a reply. NO CONTACT NUMBER in this day and age - PM that is poor beyond destitute!!!!! I also judge companies by how well they deal with situations when they go wrong not just when all is hunky dorry :mad:

The good thing is I paid for the service with Visa NOT Paypal so I have a chance to speak to my bank directly and get them to give me my money back for services not rendered hopefully - I have done this before and got my money back with other companies and have threatened to so so with My Hermes and got my money back from them directly. I am glad I didnt pay with Paypal now as it would have been even worse trying to sort out the refund. Paypal is cool for Ebay transactions but am noticing they are trying to branch out into other areas too - my advice is -
If in doubt leave Paypal out, Visa n Mastercard have more clout, Ebay is big but consumers are bigger - dont give them the chance to mess with your nicker!

you cancelled it?
why would you get a refund?

dfarry

Hi all...

I am trying to get onto the Parcel Monkey website at the moment but it is down now...

I recently sold a Akrapovic motorcycle exhaust on Ebay... for those that don't know, these are very expensive items to buy as they combine Titanium and Carbon Fibre and are highly sought after. Anyway I packaged it up and sent it with £500 of insurance via PM (using City Link). The buyer has now contacted me with pictures and show that the carbon end cap is badly damaged. The buyer accepts that the exhaust was well packaged and as I have recent photographic and video evidence showing the exhaust damage free he acknowledges that I sent it to him in an undamaged state.

I have agreed to chase up PM and City Link, my main concern is that I get a Paypal charge back, but equally I dont want to see the buyer out of pocket because City Link appear to have not taken any care of the parcel.

Any suggestions or idea's please?

custardy

dfarry wrote: »

Hi all...

I am trying to get onto the Parcel Monkey website at the moment but it is down now...

I recently sold a Akrapovic motorcycle exhaust on Ebay... for those that don't know, these are very expensive items to buy as they combine Titanium and Carbon Fibre and are highly sought after. Anyway I packaged it up and sent it with £500 of insurance via PM (using City Link). The buyer has now contacted me with pictures and show that the carbon end cap is badly damaged. The buyer accepts that the exhaust was well packaged and as I have recent photographic and video evidence showing the exhaust damage free he acknowledges that I sent it to him in an undamaged state.

I have agreed to chase up PM and City Link, my main concern is that I get a Paypal charge back, but equally I dont want to see the buyer out of pocket because City Link appear to have not taken any care of the parcel.

Any suggestions or idea's please?

well it wont get to that,will it?
you would be refunding your buyer surely?
Im not sure what advice you want at this point?
make sure the buyer retains all packaging
get them to return that with the part.

put in your claim into PM

dfarry

Well... I've paid to list the item... paid my fee's to Ebay, received payment and paid the necessary fee's to paypal.... then paid for postage (with £500 of insurance).

It isn't the buyers fault... but equally it is not mine... and I would not be in a position to give the buyer any refund unless I received the compensation directly. To be honest i feel like I have done everything I possibly can to honour the sale and ensure the goods arrived safely or adequately insured.

I think the buyer wants to keep the exhaust but obviously from his point of view it is damaged and has decreased in value.

I'd appreciate any useful advice from anyone that has either claimed compensation from PM or CityLink.

custardy

dfarry wrote: »

Well... I've paid to list the item... paid my fee's to Ebay, received payment and paid the necessary fee's to paypal.... then paid for postage (with £500 of insurance).

It isn't the buyers fault... but equally it is not mine... and I would not be in a position to give the buyer any refund unless I received the compensation directly. To be honest i feel like I have done everything I possibly can to honour the sale and ensure the goods arrived safely or adequately insured.

I think the buyer wants to keep the exhaust but obviously from his point of view it is damaged and has decreased in value.

I'd appreciate any useful advice from anyone that has either claimed compensation from PM or CityLink.

well you have a problem
the buyer can get a refund from PP long before any payment from PM
if you want to compromise with your buyer then you need to haggle out a part refund
however a savy buyer will know their time scales regarding a dispute
you wont be claiming from Citylink
you can only claim from PM

you are the seller,you may not like it but all the stuff about you doing your part etc just doesn't wash
with an item of any value i would leave the money in PP until i knew it had at least arrived safely

dfarry

Yep looks like I do have a problem...

Whats to say the buyer damaged the item himself.... (I dont think he has but what if)... it's not right that the seller be held accountable..

Anyway, I've emailed PM and will keep this thread updated.

custardy

dfarry wrote: »

Yep looks like I do have a problem...

Whats to say the buyer damaged the item himself.... (I dont think he has but what if)... it's not right that the seller be held accountable..

Anyway, I've emailed PM and will keep this thread updated.

whats to say you didnt post it damaged?
see it works both ways
who would you have held accountable? all a buyer can do is pay their money
until an item is in their hands there's nothing they can do

dfarry

It could work both ways of course but then... as it appears I have alot to lose, with minimal PayPal protection and a seven year 100% positive feedback rating to compromise.

Equally once an item leaves my hands there is nothing I can do about it...

Anyway... there is not point splitting hairs over this... hopefully PM will come back to me with a favourable response.

I have also asked the buyer if the box was noticeably damaged and to retain this.

PBG

Having used Parcel Monkey for the first time this week and had a bad experience, I searched on google for reviews and found this thread.... very interesting!

I placed an order on Monday for my parcel to be picked up Tuesday and delivered Wednesday (today). Having spent all day yesterday at home waiting for the collection, I was extremely frustrated when City Link failed to turn up by the time I went out at 19.30 There was no facility available to talk to anyone at either Parcel Monkey or Citi Link on the phone out of hours... so I raised a ticket on Parcel Monkey and had an email reply at 02.30am saying the collection had been re-scheduled.... no apologies, no reason given...

I now have to wait at home another day... my customer has to re-arrange his day today and probably tomorrow.... and PM have declined a refund....

I've been exchanging comments with PM's help desk and finally received an apology and an address for complaints which I'm including below for anyone who needs it for the future:

The Managing Director
Parcel Monkey Ltd
International House
Southampton International Business Park
George Curl Way
Southampton
SO18 2RZ

Interestingly the PM web site shows no postal address.... what do they have to hide?

I'll be using Parcelforce in the future, it may cost a little more but I've never had a problem....

Oh, and if the PM / Citi Link courier doesn't show up today, I'll write off the cost to experience as PM clearly needs my money so desperately that they are not prepared to offer any recompense for poor customer service.....

Another example of ever declining standards....

Rant over....

vending-expert

I had the same problem with them, it took them nearly a month to refund my money, i wouldn't recommend them to anyone