Big problem with parcel monkey, stay away from them

ib2278

Hi everyone,

I sold a small cordless vacuum cleaner via gumtree which I then used parcel monkey to post to the buyer.

On 04/05/2020, from parcel monkey I purchased a DHL delivery service. The parcel was then collected from me on 05/05/2020 and delivered to the buyer on 06/05/2020.

On 19/05/2020 I received an email from parcel monkey regarding an additional charge of £6.19 which has been apparently handed down to them from DHL. This charge was then debited from my bank account. Parcel Monkey mentioned that the additional charge is due to me inputting the dimensions of 42cmx26cmx17cm, whereas DHL using their laser scanner have measured the parcel to be 24cmx167cmx27cm.

I then told them that this is impossible for the reason being that the image uploaded by the delivery driver to the DHL online tracking to show that the item has been delivered clearly shows that the parcel cannot be the dimensions they are alleging the parcel to be. I say this because the parcel is pictured outside the recipient’s front door and the average front property door in the UK is 96cm wide, it is abundantly clear that the parcel relative to the width of the front door is less than half the width of the front door. The recipient’s feet can also be seen in the image which shows that the door is not abnormally wide. A 167cm parcel can be CLEARLY distinguished from my parcel of the stated dimensions. 167cm is the length of a person. DHL’s picture shows that it is a small box.

Parcel Monkey then said that if they are to dispute with DHL I need pictures of the parcel with the courier labels attached alongside a measuring tape, this is not reasonable for me to do as Parcel Monkey have informed me 13 days after the recipient receiving the parcel and they might have discarded the packaging and there is no way for me to get in touch with them.

I requested parcel monkey for proof where DHL has handed the charge down to them and they say they can’t share the invoice with me.

Upon searching the internet Parcel Monkey have done this with several other people on different occasions where the sender had checked the dimensions and weight of parcel plenty of times before posting.

The additional charge of £6.19 is a small amount so I am not overly bothered about that but the fact that they have done this numerous times in the past and have always gotten away with it is very wrong. 

I have attached images of the parcel which were uploaded to the DHL online tracking and have also attached screenshots of my support dialogue with Parcel Monkey. 

What should I do now?

tonyhender

Just pay it it seems right. If you want to go to small claims you can for just £6 but as you said youd not overly bothered. 

tonyhender

If you want to go court you also have to show your measurements are correct otherwise it would fail. Dhl use VOLUMETRIC WEIGHT. 

tonyhender

I went directly on DHL and the max size they take are Maximum dimensions are 120 x 80 x 80cm. So im not sure now. I also put your measurement in and they charge nearly £22 which is extreme you could of used parcel2go who are cheaper. 

fenwick458

I think i'd write a letter of complaint, and want the charge refunded and £50 voucher for compensation for the hassle

mattyprice4004

fenwick458 said:

I think i'd write a letter of complaint, and want the charge refunded and £50 voucher for compensation for the hassle

You could want the moon on a stick, but you wouldn't get that either.
No way are they going to hand out £50 for what is an error. 

RFW

fenwick458 said:

I think i'd write a letter of complaint, and want the charge refunded and £50 voucher for compensation for the hassle

The letter writing is a good idea. As for any compensation you'll probably be left whistling. I'd ask for a refund of the original post charges for the parcel. I'm not entirely sure from here if the OP has paid the surcharge or they've just asked for it (I may have missed that bit).

You can find names and address to correspond with officials of the company here.

It might also be worth trying them on Twitter/Facebook. You could similarly try and get confirmation from DHL via a similar route. They're not always forthcoming on giving the information out but all you want is to confirm how they would have delivered (or even collected) a 167cm long parcel, which is way beyond their limits.
I've not used ParcelMonkey but had one of these charges via another company. They were also unwilling to part with the invoice that had given rise to the surcharge. It struck me that any unscrupulous third party courier vendor could charge a surcharge on a percentage of customers and have no comebacks on it, citing there terms and conditions. As far as I'm aware ParcelMonkey are a reputable company so this is probably a DHL error.

fenwick458

I don't think asking for compensation is that unreasonable, it's a clear cut f*** up by DHL/Parcelmonkey and the second a real person reviews it, they will see it that way. but at the minute it seems to be some automated robots that are just insisting the parcel was too big and that is that!
I once phoned an insurance company to query an excess and was told the wrong information. which led me to contact the brokers to ask them why they took out the policy as it was seemingly incorrect (based on what they had told me in the first phone call)
then a few days later i got a phone call and a personal apology from the call center woman, who then told me the right info,  and gave me a £50 M&S gift card as compensation!

RFW

fenwick458 said:

I don't think asking for compensation is that unreasonable, it's a clear cut f*** up by DHL/Parcelmonkey and the second a real person reviews it, they will see it that way. but at the minute it seems to be some automated robots that are just insisting the parcel was too big and that is that!
I once phoned an insurance company to query an excess and was told the wrong information. which led me to contact the brokers to ask them why they took out the policy as it was seemingly incorrect (based on what they had told me in the first phone call)
then a few days later i got a phone call and a personal apology from the call center woman, who then told me the right info,  and gave me a £50 M&S gift card as compensation!

There's certainly no harm in asking. There's a big difference between a courier broker and an insurance company or broker. They won't be making that much per parcel to make £50 a viable compensation. In the case of the insurance it sounds like you were missold a financial contract which I believe can be a criminal offence, so £50 was to keep you from taking it further.