A couple of years ago my husband and I were travelling in south-east Asia, and a Filipino family welcomed us into their humble home and we had an amazing time getting to know them.
Fast forward to last month and I’d sent the children a large parcel of books, toys, art supplies and clothes, worth around £100. I used Parcel Monkey – big mistake! The parcel arrived in the country, but the courier then sent an email to say there was a customs charge and the item would be returned to the UK in three days unless paid. It couldn’t tell me how much it was, so I asked them not to return it while I sorted out any payment due. I emailed the family who said the charge was around £20, which they couldn’t afford, so I immediately sent them the money via Western Union.
When they went to pay, however, the parcel had already been sent back to the UK. Parcel Monkey is refusing to resend the item or refund me the £101.02 it cost to send in the first place. It was a gift for people who are very poor and were so looking forward to it.
Parcel Monkey did not respond to my message about holding the parcel, while its online support is a joke and each time someone different fobs me off. AW, Colchester, Essex
Parcel Monkey is an agency, meaning its business model involves sub-contracting out to local courier companies – customers are invited to choose which one – but over which it has no direct control. Delays with customs, meawhile, can extend predicted deadlines.
The company confirmed that the return of the parcel to the UK was due to unpaid customs duty in the Philippines. DHL (the actual courier company) attempted collection of the duty, but as this was refused by the receiver the item was returned.
A Parcel Monkey spokesman said that both it and DHL had acted in good faith, but he understood why you felt frustrated by events “beyond our control”. He went on: “We, or the carrier selected by our customers, do not have control over international customs and if the time frames are not met, items will be returned. I can confirm that we will return the item back to AW at our own expense as a gesture of goodwill.”
Thankfully this happened, and you reshipped the item directly with DHL.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
