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“Charged for failed delivery”

written by Jhco on 18/01/2016

I booked a collection in Glasgow for the 8th of December 2015 for a parcel to be sent to a friend in Singapore (Christmas presents). My credit card was promptly charged (£25.10). However the parcel was returned to my home address two days later (DPD) with no explanation. It seemed to have been posted back to me. Since then, I've exchanged messages with Parcelmonkey on their Support Centre and the service has been appalling. The response I always get (up to this day) is "we are waiting for an answer from DPD". Even more annoying and unfair, a few weeks later I received an email from Parcelmonkey announcing the upcoming charge of my credit card of an extra £8 following information sent to them by DPD regarding my parcel that apparently was heavier than declared when booking. I'm puzzled how they could know that since my parcel was at home unopened (and still is today). I immediately sent a message to Parcelmonkey support centre to try to cancel this charge but it went ahead anyway and each time I mention the word "refund" in my messages, I get these automatically-looking messages starting with "Dear Customer,..." and quoting a line from their T&Cs saying a customer cannot get any refund if a parcel is returned. But mine never even left its home city to go to Singapore. This is totally unfair and can't be legal to have been charged (twice even!!) for a service that never took place and not to have been given any explanation let alone a refund over a month and a half later. They're clearly trying to tire me over and this is disgusting. I even had to purchase duplicate gifts on Amazon and have them delivered directly to Singapore for my friend's kids on time for Christmas, another £60. The only option for me seems to be their complaint procedure (if that exists...) and the Small Claim Court but what a hassle! I haven't got the time or the energy to do this and then they'll get away with charging someone for nothing. So for now I'm posting reviews to share my experience with others. Needless to say that I won't ever use their services again nor those of DPD.