Parcel Monkey USA Reviews 

I shipped a package to UK using Parcel Monkey. Paid for the shipping, duties and taxes upfront to Parcel Monkey.
In shipping, Parcel Monkey (without authorization) set up a UPS account in my name. UPS then billed me for the charges that I had paid Parcel Monkey for on an account I knew nothing about. I then received notices from UPS that if I did not pay the invoice, it would be turned over to collections.
After contacting Parcel Monkey, which you only do through chats, I waited two weeks and to-date it has not been resolved. I sent the paid invoice from Parcel Monkey/Cloud LLC to UPS and they stated they never received the money and have no UPS account their name.
I have supplied the UPS invoice to Parcel Monkey - interesting side note - the paid invoice does not have Parcel Monkey on it - it has Cloud LLC.
This was a first time for me and I will never use them again.

IT GOT WORSE!! Today Catherine who responded to this review stated they were not going to assist me - in fact, she had the gall to state that the charges from UPS were additional taxes and duty when, in fact, they were not. They were the entire amount UK collected from UPS. I reached out to UPS UK brokerage department and received the information that the bill I received from them WAS THE TOTAL of duty and taxes.

Chatted with another representative after that email from Catherine, supplied UPS email addresses and phone numbers - let's see if they actually contact UPS. Doubt it.

I have been sent a parcel from the USA and it appears to be cycling round depots in the UK and i cannot find details to contact anyone. Whenever i try to raise a ticket it says order cannot be found even though it shows me the order on tracking. I am unable to contact anyone or raise anything and this cost me around £150 altogether. I am now £150 down with no parcel and noone to contact. Customer service or lack of is horrendous

Having read the reply on here unsure how a sender can investigate it when surely it should be the company doing so. Another horrendous example of customer service and basically taken money from the sender and my parcel and left me open handed. 1* is even too much

Great option especially for international shipping. I used them extensively to deliver on a Kickstarter right in the middle of the pandemic when shipping prices skyrocketed and reliability went down the tubes.

Their customer service has been excellent and they've always been able to get more reliable, affordable shipping to some very out of the way places.

Update: Upon the reply below from their customer service there has been no follow up. I provided the requested information five days ago and never heard back again. They reply to customers on this platform pretending to care but have not actual intention to resolving any issues.
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I used Parcel Monkey to return a $200 Etsy order to Pakistan using EMS Parcel Post and now I have no way of tracking it.

I dropped off the package at a UPS Store two months ago and I have the original drop-off receipt as proof.
The UPS tracking number shows the parcel as delivered to a hub in the US, but this does not confirm that it ever reached Pakistan or the intended recipient.

My Parcel Monkey shipment reference is no longer accepted by the tracking website, which tells me that I need a valid reference beginning with “PMK.” My original reference begins with “PMS,” and the website rejects it. When I try to find help, the live chat advertised on the website is not clickable, and I cannot find a working email address or customer support inbox.

I am now left unable to trace my international shipment, obtain proof of delivery, or resolve a refund dispute with the Etsy seller. I have the original shipping confirmation and drop-off receipt, yet I cannot get anyone at Parcel Monkey to investigate what happened to my parcel.

I need Parcel Monkey to take responsibility for investigating this shipment, provide the international EMS tracking number, and confirm whether the parcel was delivered. It is completely unprofessional and unacceptable that there is no way to contact customer support.

I was overcharged (twice) and customer service is nonexistent. Had to go through my credit card and initiate a dispute, which takes forever, when it could have easily been resolved with a phone call or even a chat.

Sometimes Delivery is super slow and customer service could be a lot better!

I paid almost $300 for an international shipment through Parcel Monkey, and what should have been a simple booking turned into an absolute nightmare.

Once you've paid, there is virtually no way to manage your shipment or communicate with the company. You cannot change your collection date, verify collection arrangements, request additional information or get meaningful assistance with your booking. There is no accessible customer service email, no telephone support and no functioning way to raise a support request or claim.

Their Live Chat, supposedly the main way to contact customer service, simply displays a message saying it is "closed for the holidays" and will reopen on January 2. Meanwhile, customers are left completely stranded with active, paid shipments.

I contacted UPS International Shipping Support myself, spending hours trying to establish whether anyone was actually scheduled to collect my parcel. Although UPS could locate the shipment tracking number, they had extremely limited information and could not confirm that any pickup had been scheduled. Parcel Monkey had provided no separate pickup confirmation or reference number, and its website offered no way to clarify the situation.

Between the unverified collection arrangements, contradictory booking information and complete absence of customer support, I had no confidence that the service I had paid for would actually be provided. I therefore decided to cancel.

And this is where things became even more outrageous.

The website confirmed that my order had been cancelled, but immediately displayed the message:

"Your order has been cancelled, but we haven't been able to process your refund yet."

It then instructed me to contact their Live Chat team to arrange the refund. The very same Live Chat that is unavailable!

Even after cancelling, my order continued to appear as "Awaiting Collection", with a collection supposedly scheduled, despite the website having confirmed cancellation. There was no way to resolve this contradiction or speak to anyone.

I am now left trying to recover my $290.41 through my credit card provider because Parcel Monkey has failed to process the refund and provides no accessible way to resolve the issue.

This is not simply poor customer service. It is a fundamentally unacceptable booking and support system. A company handling international shipments should, at the very minimum, provide customers with a way to confirm collections, manage bookings, communicate with support and receive refunds.

Cheap shipping rates mean absolutely nothing when the company becomes effectively unreachable the moment you pay.

Avoid Parcel Monkey. The potential savings are nowhere near worth the stress, wasted time and financial risk.

I have used ParcelMonkey many times, but I will never use them again; I simply do not trust them. I entered all my information for a parcel and paid. I then got a message that, due to a system error, they couldn't generate a shipping label for my parcel.

A full day later, I received a notification that my label had finally been generated, so off went my package via UPS International.

I got a bill for taxes, etc and paid it.

I then got a notification of a surcharge. I queried the surcharge and was told it was because the dimensions of my package had been understated by me. I was able to prove that they had not been. I was then told that it was because my parcel was not in a corrugated cardboard box. It was in a double-walled box to protect its contents. I asked for evidence of the claim made, purportedly by the carrier; I was ignored. The charge remains, and having been misled once and then again, I have absolutely no faith in this company. The amount charged to my card inappropriately was $22.32 (a little under 50% of the cost of the shipping), and the shipping number was PMS13QXZ, just in case someone from Parcel Monkey reads this and finally decides to treat one of their customers appropriately. I am not holding my breath.

This company is totally fraud. Don't mail or post with their service. They are slower than first class mail. They just mail when ever they want after they have collected enough posts in that particular direction.

My international order was archived before it even reached the first leg of its journey. As a result, it's been stuck in limbo for over a month now. The only way to contact them is via their online chat, but the customer service representatives supposedly have no control over anything and forward it to an "internal team" that you can't speak to. They refuse to communicate or return my package. I finally got a response today asking for more money, but the link they've given me leads to a 404 error. They've basically stolen my package and refuse to do anything about it. There are no phone numbers period. Suing them is going to be a pain because they're located in England as well.

Was able to purchase two shipping labels on this website. Tried to purchase a 3rd and its going to make me verify with my ID. Nothing different from the previous two. Same service. Charged my card anyways and will not release the funds. Will have to dispute with my bank. Over $30 stolen.

they do not communicate, they give wrong labels,my parcel spentmany days at UPS saying wrong address and i tried talking to parcel monkey agents and nothing happen and now UPS sayparce deliverd to TINO in chicago on the 22/09/2026, parcel monkey can not tell me where is the parcel and who is tino,The agents give same answer which says we will email you in2days, i have talked to more than 10 agents and it is always like you are reporting the problem for the first time,Three days ago i sent an email to them they never respond or acknowledge receipt

UPDATE, OCTOBER 5:
NO INSURANCE PAYMENT FOR LOST PACKAGE FROM UPS. NOW BEING GHOSTED BY PARCEL MONKEY. THEY DO NOT RESPOND TO MY REQUESTS FOR ASSISTANCE IN OBTAINING INSURANCE MONEY.

I shipped a package from USA to UK using the Parcel Monkey site. I paid for expedited shipping with UPS. Package made it to the UK but not to the address (residence). UPS said it was lost???? Parcel Monkey reimbursed me for shipping but I have not received the insurance money. I have made inquiries for several weeks and get absolutely NO response from Parcel Monkey.

Parcel Monkey really delivers every time. It makes shipping affordable by offering a wide array of options and highly affordable rates via trusted, branded couriers. It's a reliable, budget-friendly way to ship packages. Highly recommend!

It was a cheaper option. I had horrible problems tracking package. It had no tracking for 2 weeks. No explanation why. Finally go told an amount owed for import charges. Then it shows no tracking after that. No real help from customer service.

Apparently I placed my order in the "legacy" website before the site change and now I can't access it in the account. I purchased a shipment by USPS that said it will be delivered in 5-10 days. It was delivered over a month late. it was returned goods so the late delivery made the return invalid and now i'm out of everything i paid for.

Parcel Monkey has failed!!!! Whoever was in charge of their recent site migration should be fired. All historical shipping data has been lost. No customer service to call, attempting to get somebody on live chat, is a game of chess you have to figure out how to trick the system because an historical order reference numbers are not recognized by the system. It's awful. I have a customer that can not comprehend, why I can not provide tracking on a shipment and frankly neither can I. Never again will I use Parcel Monkey.

I shipped a package over a month ago and it still says awaiting package. The original UPS package shows it delivered in chicago. But the next leg still says awaiting package. Seriously dont trust this company.

Package had 4 laptops in it and it was ripped open down the side and computers stolen from the package. Only one was delivered. No way to actually talk to anyone, just live chat. You need proof of purchase receipts to file a claim so second hand or non recent purchased items, good luck. They spent a week "looking at it" then just denied it for a generic reason. DO NOT use this company if you value your shipments. They will not honor insurance or basic protections and will just deny you outright. There is also ZERO phone number to discuss anything with them, just a chat system, so you have ZERO recourse once they make their decision. The email replies to these reviews too are just them saying suck it up buttercup. Use a WAY better option like Pirate Ship to get discounts. Got the runaround from PM and from UPS, and now im left holding the bag.