Parcel Monkeys are an absolute chimps

Havilah

Hi everyone, I a problem with a courier company called Parcel Monkey (PM) as their name indicates they are monkeying around with me big time. 

About 6 weeks ago I sent a large 30kg parcel using Parcel Monkey to Ethiopia but unfortunately the parcel was not exported and I was told the courier involved thought the parcel contains a prohibited aerosol. The parcel did not included any aerosol in fact it was a bunch of clothes, baby toys and supplies, presents, and shoes.

When they told me they could not export my parcel out of the UK I did not have any other choice but to request them to return my parcel back.

Now it has been 6 weeks and counting they did not return my parcel and every time I contact them they shift the blame on Norsk telling me they are chasing them to return my parcel. When I contact Norsk they keep telling me they cant deal with me as they are contracted with PM but they confirmed that the parcel was sent back PM.

Now PM's customer service is run a real monkeys every agent tells you different thing all they time, one agent for example tells me that they are wait for Norsk to respond to their email and then the next day other agent tells me that their return department is will contact you soon. The something over and over going around the circle.  

I have lost family and friends over this, I have broken promises to young kids and I'm devastated and left powerless to do anything about it. This is the last time I will ever come cloth to PM never mind use them. 

Not sure what my next course should be any advice would be appreciated   
  

Aylesbury_Duck

Send Parcel Monkey a letter before action, telling them you'll pursue small claims action for the value of the contents of the parcel if they don't respond with a confirmed update of its whereabouts and a latest date of return to you within 14 days.

That's all you can do.  I'm surprised you've lost friends and family over it - they can't be that close friends or family if they've fallen out with you over something that's not your fault.

Havilah

Was pretty down when writing this  so please excuse my spelling errors, could not correct the post as editing is not allowed. 

Bradden

It'[s difficult as PM are not couriers.. they make it clear on their webssite that they act as agents so they are stuck in the middle.

Havilah

Aylesbury_Duck said:

Send Parcel Monkey a letter before action, telling them you'll pursue small claims action for the value of the contents of the parcel if they don't respond with a confirmed update of its whereabouts and a latest date of return to you within 14 days.

That's all you can do.  I'm surprised you've lost friends and family over it - they can't be that close friends or family if they've fallen out with you over something that's not your fault.

Thanks for the replay will do what you suggested. As for the family and friends, they could not believe what I was telling them, they see the UK as a highly developed first class business and service country. This kind of shocking bad standard of service doesn't even happen in poor and less developed country like Ethiopia. I hate breaking promises especially to children that gets me the most. 

Havilah

Bradden said:

It'[s difficult as PM are not couriers.. they make it clear on their webssite that they act as agents so they are stuck in the middle.

Thanks for the replay. What do you mean stuck in the middle? They offered a service and I paid them directly based on their offer and my service contract is with them not with any other body. Besides I do not have any clue where, what is going with my parcel.

soolin

Havilah said:

Bradden said:

It'[s difficult as PM are not couriers.. they make it clear on their webssite that they act as agents so they are stuck in the middle.

Thanks for the replay. What do you mean stuck in the middle? They offered a service and I paid them directly based on their offer and my service contract is with them not with any other body. Besides I do not have any clue where, what is going with my parcel.

You are stuck in the middle because ParcelMonkey have never had nor handled your parcel, they are a broker.  This is how they’re plain it on the front page of the website “

Save money

We’ll help you find discounted rates with premium brand couriers. That means you’ll still receive a great service, you just pay less!”  It also says “ Parcel Monkey allows businesses and individuals to compare quotes for cheap courier services for deliveries within the UK, European and Worldwide destinations.”

So the people with your parcel will be the courier you booked. Go back through your paperwork and find out who they are. The ‘stuck in the middle’ is because Parcel Monkey will tell you to talk to the courier and the courier will tell you to talk to ParcelMonkey. 

born_again

Havilah said:

Thanks for the replay. What do you mean stuck in the middle? They offered a service and I paid them directly based on their offer and my service contract is with them not with any other body. Besides I do not have any clue where, what is going with my parcel.

They offer a service of finding you a courier @ a cheap price... Not deliver the parcel for you.

It's quite clear from their website they are not a courier company...

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Alderbank

The OP said that Norsk Global is the courier.

They are very professional.

soolin

Alderbank said:

The OP said that Norsk Global is the courier.

They are very professional.

Apologies I completely missed that even when I went to look for a name!

In that case OP, give them a call and see if they can help at all.

Havilah

soolin said:

Alderbank said:

The OP said that Norsk Global is the courier.

They are very professional.

Apologies I completely missed that even when I went to look for a name!

In that case OP, give them a call and see if they can help at all.

I know PM are the middle man, they have their own warehouses and they do handle parcels. Norks informed that my parcel was sent back to PM warehouse on the 14th of October that was over 3 weeks ago. And the monkey is still telling me  they are investigating or their return team will contact me ones my parcel is back to their warehouse. Either my parcel is in their warehouse or not I don't know. 

I don't know the inner working between PM and Norsk; but Norsk says it was returned back to PM and PM says it has not been returned to them. I trust Norsk more than PM but I have no clue what is going on.