Collection and delivery was as arranged, but 2 weeks later contacted us with a bogus 'volumetric weight' dispute and said they WOULD TAKE a nearly double the original payment for a 6.56kg difference. Their own numbers didn't even add up to the service we'd purchased. Impossible to contact and will be avoiding in future.


Business Response:
"ParcelHero is extremely sorry that a significant invoicing error resulted in our asking our customer for payment of a sum considerably in excess of the small surcharge that should have been requested. The error was introduced after a carrier's weight correction triggered an incorrect charge in our system. We have apologised directly to our customer, refunded him for the entire invoice in question and have also placed a £25.00 credit on his ParcelHero account for any future shipments he may wish to send.
We have entirely reviewed our carrier weight correction surcharge processes and systems following this case, and we also now implement additional checks on all invoices before they are issued to any customers, to ensure we never have a repeat of this incident.
We would like to point out that we did not, at any point, debit our customer's card for this surcharge. Our customer disputed the invoice; and we worked alongside him to ascertain the correct audited dimensions. No additional payment was ever taken from our customer, as we never take payment from a customer if the invoice is in dispute until all parties are happy the case is resolved.
ParcelHero ships over 200,000 parcels a year across the world. We pride ourselves on the service we offer, and we are passionate about customer care. We very much value feedback and continually strive to improve our offering. We are mortified that this significantly incorrect payment request was ever issued, and we have taken significant steps to ensure there can never be a repeat."
(Reviewed July 2019)

lost my parcel - AVOID USING THEM
lost my parcel, doesn't respond, hiding behind an uncontactable company. wait weeks for any kind of contact, shocking service (Reviewed May 2018)

Attempt to strongarm customers into taking further payment for parcel deliveries by using bogus 'volumetric' weight calculations not described in the parcel shipping purchase process.

Illegal, inconvenient and immoral. (Reviewed July 2017)