Five minutes of research into Parcel Monkey brought up several responses from disgruntled customers with similar experiences to Jen. Most were related to problems with the service - either through parcels being late or not arriving at all - and then it being impossible to contact the company or get any kind of compensation for lost items.
In Jen's case, she had no luck getting hold of anyone so we tried to get some answers. On the website there was no sign of a press office or a phone number so our only option was to fill out the support centre form and await a response.
Ryan Lisk, head of Parcel Monkey's legal department, responded to us and soon after he got in touch with Jen, apologised for what had happened and offered a refund. He said the problem with Jen's parcel occurred because of issues with the carrier it uses, City Link.
"I can confirm that we are now talking with Ms Reid to make sure compensation is received for the poor level of service she received and we hope that, despite this inconvenience, she remains a loyal customer of ours," he says. However, while it's good Jen's case was solved, it seems the threat of media coverage is the only way to get through to Parcel Monkey.
"I am certain without your intervention this matter would still be ongoing," says Jen, and we think she might be right.
What to do when a parcel goes missing
There are hundreds of options available when it comes to sending things by post and it's confusing wading through the details to find out what service you need.
It can be even harder, as in Jen's case, to sort out problems when things go wrong. To safeguard against this, the best thing to do is make sure you read all the details at the start so you're clear about what's covered and more importantly what isn't.
If you do need to claim compensation you'll need to provide evidence of posting and of the value of the item. This means you need to keep all of the paperwork, such as any original receipts for the items you're sending and the certificate of posting.
However, unless specified, it's not guaranteed you'll get anything back. For example, Royal Mail will only pay compensation for valuable items (up to £2,500) if you've used its Special Delivery service.
And if you find yourself without any evidence of postage, with Royal Mail you'll only be able to receive up to six first-class stamps to make up for your loss.