Our problems with Parcel Monkey
Parcel Monkey refused to pay out for lost lights
Q: Back in December I booked a courier with Parcelmonkey.co.uk in order to get a pair of BMW headlights delivered to my home. On top of the delivery price of £11.19, I also paid £7.99 to buy additional compensation cover.
The headlights didn't turn up and after speaking to the company, it told me they had been lost by its City Link courier. However, Parcel Monkey refused to pay out, telling me my item was on its non-compensation list.
At the time of the booking, headlights were not on the restricted list – and I was sure I was eligible for compensation as I had previously made a successful claim for a set of rear lights that got damaged.
When booking a courier, you enter and confirm the value of your item and if it's £500 or more, you automatically have to buy additional cover – no matter what the item is. I think this is misleading. If Parcel Monkey sells the insurance, then surely it has to cover the item? Or am I missing something?
I sent a letter the day after this happened but haven't heard anything yet. What can I do?
A: After getting in touch with Parcel Monkey via email (the company still has no phone number for customer services – or media enquiries come to that), Moneywise received a very detailed response after the company had investigated Artur's complaint.
A spokesperson explained Artur had been able to buy insurance in the form of a 'carriage guarantee' – a service he shouldn't have been able to select as headlights fall within the company's restricted list of items, which mean they are not eligible for compensation should anything go wrong.
After considering the peculiar situation Artur found himself in, Parcel Monkey agreed to refund him for his loss and said it is "currently rectifying" the problem so that it won't give a confusing message in the future.
While Artur is pleased to get his money back, he said: "I felt they were looking for an excuse not to pay, which was clearly wrong. However, when Moneywise got involved, a very nice and polite man got back to me and it was then sorted very quickly."
Parcel Monkey lost my computer stand
Q: In December, I organised for two parcels - a wicker chair and a computer monitor stand - to be collected by Parcel Monkey and Yodel respectively. I have used Parcel Monkey before and have always had a good service, so was happy to do so again.
Unfortunately, due to a mix-up, it picked up the wrong item (the stand) and then to make matters worse, managed to lose it.
To begin with I was told I would have to contact the courier that picked up the item, City Link, to claim a refund. I was then informed I would have to go back to Parcel Monkey.
I have lost £166 as a result of this. Neither company seem to want to accept responsibility and I feel like I have been passed from pillar to post. Please can you help?
A: Moneywise contacted both Parcel Monkey and City Link to see what had gone on. SH has clearly had a bad experience, which was then made worse when he was told the incorrect information about which firm he should claim from.
Both companies promised to investigate immediately and after the reader sent off a receipt to Parcel Monkey, the company was happy to provide him with a full refund for £166.
It was however frustrating for him that he only got the refund because of Moneywise's involvement.
"After I spoke to Moneywise I was contacted by the company on the very same day," he said. "The man I spoke to was very professional and said he wanted to get it sorted as soon as possible. I provided him with proof of sale and the refund of £166 came back to me very quickly. "
Despite a successful resolution, our reader told us Parcel Monkey has lost a customer. "I do a lot of buying and selling on eBay and I have to say I would never use Parcel Monkey again," he said.
"I can't rely on the goodwill of people like yourselves every time something goes wrong."
A spokesperson for Parcel Monkey declined to comment. Meanwhile, City Link confirmed the company has no direct contractual obligation with the seller and added that "the sender does also have a duty of care to ensure that our drivers collect the correct items".
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