Parcel Monkey charging additional cost for a parcel which I know was the correct size

Tunstallstoven

Hi all

I had an email from Parcel Monkey today to say they are charging me an additional £12.96 for a parcel I recently sent to Denmark, via Parcelforce.

My partner and I double and triple checked the dimensions, plus added an extra cm to each one, to ensure that the parcel was within the correct dimensions. They are saying "When weighed, laser scanned for precise measurement and volumetrically calculated by the carrier, they have informed us that the correct billing weight was......."

I am annoyed that they have only contacted me AFTER having delivered the parcel (how am I meant to argue my case now)?

I am also annoyed that they have gone ahead and taken the money from me before telling me about it.

And mostly, I am very annoyed because - like I said - the parcel was precisely measured and checked with a "buffer" amount added to ensure it complied.

I have contacted Parcel Monkey and am awaiting a reply. I thought I would post on here in the meantime in case anyone has any advice or experience in such matters.

Many thanks for any help

Max

Brooker_Dave

Seagull27 wrote: »

My partner and I double and triple checked the dimensions, plus added an extra cm to each one, to ensure that the parcel was within the correct dimensions. They are saying "When weighed, laser scanned for precise measurement and volumetrically calculated by the carrier, they have informed us that the correct billing weight was......."

I am annoyed that they have only contacted me AFTER having delivered the parcel (how am I meant to argue my case now)?

I'm in the same boat as you, only Interparcel want £94.50 out of me.

I'm expected to jump through all manner of hoops including supplying a photo of a parcel that was delivered 3 months ago to prove my innocence.

Long and short of it is, don't be bullied into paying up, ask for a photo of the disputed parcel, no photo - no evidence.

Tunstallstoven

Well good luck mate. I really feel for out with that hefty amount!

I cannot check my on line account at the moment, but by all accounts, PM have already taken the extra money. Or so the email said...

martindow

Was it close to the size limits? I've had a similar thing where the carrier claimed a box carefully made to be within their size restrictions was oversize.

I disputed the bill on the basis that it was not too large when it left and any bulging of the box must have been caused by their rough treatment. They never pursued the bill.

Tunstallstoven

martindow wrote: »

Was it close to the size limits? I've had a similar thing where the carrier claimed a box carefully made to be within their size restrictions was oversize.

I disputed the bill on the basis that it was not too large when it left and any bulging of the box must have been caused by their rough treatment. They never pursued the bill.

Yes, that's exactly the case. And I have had the same suspicions too with regard to the package getting larger through squishing.

It really has annoyed me because I actually had to spend an hour or two on the parcel to A) Make sure everything inside would be safe, and Make sure it was within size limits. First time round it was too large so I have to go Blue Peter style and totally reshape and size the box. In the result, it was 100% within the size limit. My girlfriend helped and we checked it again and again.

I cannot remember which card I used to make the payment. I need to check and then see if the money has already been taken by them. According to their email it has, which will make me really cross!

Tunstallstoven

Just checked my on line credit card (after finding which one I used!!)... It is not showing as having taken anything yet. So is there a way of stopping them from taking the money?

Actually, I've just re-read the email and it is not entirely clear whether they are going to take the money automatically or if they are expecting me to pay the invoice. Here's what it says:

Dear Sir/Madam,
Following information provided by our courier partner Parcelforce we have made an additional charge of £12.96 inc vat to the credit/debit card you most recently used for purchasing shipping from Parcel Monkey.
The information provided when the order was created declared a nominal weight of 5.00kg made up of 1 box:
43x27x38cm @ 5kg
Using the dimensions you provided, this equates to a volumetric weight of 8.80kg and this is the weight you were originally charged for.
When weighed, laser scanned for precise measurement and volumetrically calculated by the carrier, they have informed us that the correct billing weight was in fact 16.40kg.
As we are charged for each kg handled by our courier partners, we have no alternative but to take this additional payment, as was specified and agreed to at the time of booking. Additional charges are made clear to all customers at the time of booking.
You can download an invoice for this charge using the link below:
http://www.parcelmonkey.co.uk/.........
Kind Regards,
The Parcel Monkey Team

purple321

It seems to be the weight rather than the size they are saying was off. So how much did it weigh?

Tunstallstoven

It was under 5kg. But it is the size they are disputing. In the email they are talking about the volumetric weight, which is different to the actual weight, and which is calculated according to the three dimensions (I think).

harveybobbles

Rant at them on Twitter - they will soon shut up.

Tunstallstoven

harveybobbles wrote: »

Rant at them on Twitter - they will soon shut up.

Parcel Monkey or Parcelforce?

mrs_sparrow

I had this 3 years back and I refuse to use them now, robbing bar stewards. You have no proof they are not lying, they just charged my card.

I sent 5 parels over a few weeks - DHL, UPS, Parcelforce, all were apparently 'undersize' and I got hit with an additional charge from £12 slowly rising to £30.

Funnily enough I switched to worldwide-parcelservices, I send least one a month now overseas (but up to 10 a month) and I have NEVER had one be undersize and they go by UPS and DHL. Make of that which you will.

Parcel Monkey are robbing bar stewards and people should not use them.