Parcelhero Avis 19

Like many other people who gave reviews of ParcelHero, I found myself being charged additional sums for "additional carrier (UPS) costs - item oversize" and again I must stress that the package size and weight were correctly input into the form (and double checked) when arranging the booking on their website which generated the original quote.
I did not see any requirement to photograph the package with weight/dimensions at the time of booking (no doubt this was buried in the T's & C's).
The item was collected and delivered OK by UPS although I also paid extra for a signature as proof of delivery but when I checked the tracking, the parcel was described as being "left on the dock" rather than having been signed for (I assume there'll be no refund offered for that....).
They then waited over a week and a half before claiming the other (unfounded) additional charges from my bank - split over two separate invoices which arrived in my inbox after the money was taken off my account.

Like others, I have lost out over their actions and would not use this company again.

Extra charges taken out off my account 2 weeks after parcel delivery, order through parcel compare went to bank to report fraud and found out it was set up by parcel hero
DO NOT USE THIS COMPANY OR PARCEL COMPARE they debit your account with charges that you've already paid without your knowledge beforehand

When returning a ceramic sink, the driver did not strap it down so it was not secure. When it arrived at Victoria Plumb, broken, despite paying £15.00 cover, they said this was not an insurance and refused to pay the £300.00 for the broken sink. They claimed the packaging was insufficient but it was returned in the same packaging Victoria Plumb sent it and it arrived in perfect condition. Despite Victoria Plumb sending confirmation that the packaging was fine, bearing in mind it is their business to transport ceramic ware all over the country, Parcelhero just repeated that it wasn't and I lost £300.00 So all they are doing is saying it is your fault and won't pay out.

Awful experience ever ! I sent a parcel for my daughter birthday first of March . They said it would be delivered by the 18. On their app it was stuck for days in Feltham . Then couldn’t track it at all . Emails started they couldn’t tell me where it was . Finally after many emails found out they hadn’t delivered . Sending it back . They then took another £26 from my card saying it was a subscription ! Another email to ask why they had taken more money . They said I would have it in 2 days delivered and they charge . Never again would use this company and I reckon never left the uk wether there was a problem in UAE they should have informed me immediately

19 April 2026

Formal Complaints
Parcel Hero
128 City Road
London
EC1V 2NX

Subject: Urgent Complaint About Lost Parcel

Dear Kevin / Lalit,

I am writing to formally address the issue of my lost parcel, which contains motorcycle parts valued at £850. This has left my motorcycle out of commission since December 1, 2025, forcing me to spend an additional £300 on alternative transportation.

I initially reached out to Parcel Hero on December 11, 2026, regarding this matter (reference number: 5199748). There have been over twenty emails exchanged concerning this issue, linked to tracer investigation number 3801155741.

DPD claims the parcel was delivered to my address, yet they have not provided any proof of delivery. I have security camera footage confirming that it never arrived. You can reference DPD with number 0575511524.

I need a prompt resolution to this issue, as it has been three and a half months since my parcel went missing, and the ongoing financial strain is significant.

Thank you for your immediate attention.

Sincerely

Richard

Two parcels delivered.
Two parcels damaged, returned to me, and never delivered — with zero communication.

ParcelHero then told me the shipment was “lost”, even though the boxes were sitting in my hallway. Every email brought a different explanation, none matching their own tracking data. I had to correct them repeatedly.

No proactive updates. No accountability. No clarity.
Just confusion, delays, and a complete breakdown in basic service.

I also had to buy new packing materials because of the damage — an entirely avoidable cost caused by their failure.

Verdict:
A simple job made chaotic.
A service I paid for but did not receive.
A company that left me doing their work for them.

Avoid.

Shockingly bad. Failed to delivery the small envelope sized package from Lanzarote to Ireland. Returned it to original location without knowing, claimed it was lost in system but that it was my fault as I didnt give them a commercial export licence..what? Then wanted me to book again and pay again for the delivery. Above is summary. They are really bad. Really really bad

Used the company, booked and paid for a parcel delivery it was booked with the Royal mail via parcel hero.
I paid twice by mistake as they send and email through and thought I had to pay via this, ended up paying twice, try and get the money back from Parcel hero!! They blame royal mail,I didn't buy the booking from royal mail.
Flagged it up via my bank as a dispute and will get my money back.
They need to wake up and look after there customers or the business won't last!!

I have been charged an outrageous surcharge by Parcel Hero. It is 5 times what I originally paid for the parcel to be sent to India. It is price gouging at its worst

All- you must avoid this company- this is a scam. I have contacted to the customer care and till date no information after 5 days.

Terrible company full of lame excuses,charged me twice for a parcel that was successfully cancelled,said it wasn’t cancelled,showed them the message stating it was,they come up with another cop out excuse,not the 1st time they have done it to someone,avoid avoid just rob doggers I have evidence on my phone,I bet they come up with another feeble excuse
K.Clements

Booked 24 hr delivery and 5 day later, the parcel that was booked with UPS ,still has not been collected .
Tried to get a refund that would cost £6 pounds but found it impossible to execute the command.
Do not use either company , they are complete RUBBISH .

Used parcelhero to deliver an item to china from the Uk 8 weeks ago, this they did. The to my horror i find that £17.95 was taken out of my bank account with no authorization from me. They are just out and out bandits, don’t go near them.

Parcel hero or parcel compare - seem to be same company. Damaged item in transit, took money from my account without authorisation.
Please avoid.
Go straight to courier company rather than using a middle man.

I have received an email from someone called Aman following my negative review advising it will be reviewed.

Today I have received another generic response advising that the damage is MY fault and that my bathroom cabinet that THEY smashed is not included in their compensation list ??? Please can someone explain to me how this is a banned item … is a bathroom cabinet dangerous ????? Maybe when it escapes from the smashed packaging!!!

Prior to collecting you have to fill a form advising of the content of the package , therefore if this is a “banned” item why take my money, allow me to insure for loss or damage AND collect the parcel ???

They have advised that I have to absorb the £300 for the cabinet as the recipient, and rightly so, will not refund for something that is smashed on arrival !!!

Please, please AVOID the worst company I have ever had the misfortune to deal with and I will be notifying family, friends and work colleagues of this unscrupulous company.

Unless you want your items smashed and if you read other reviews, they help themselves to additional monies without your consent, use ANOTHER courier.

Next stop Trading Standards and Small Claims Court … this has gone on for 3 weeks with constant excuses … my patience has just EXPIRED!

I have been looking at trust pilot reviews and am astonished to find that overcharging is a regular occurrence with Parcel hero and they are getting away with this business practice. I sent a parcel with them two months ago and I got an email after two months to say they had taken an extra 120 euro from my bank account without my permission and because I had paid with debit card I couldn't retrieve it . If I had paid with a credit card I could have asked the bank to return it.

Sent parcel to an autofilled address on their site. The site selected number 11 which doesn't exist. Rather than they return to sender they delivered to number 1. Sensitive information included (addresses and tel.numbers) all lost to the ether Data protection breached. Would not accept responsibility. Fobbed off by dismissive and scripted emails for over 2 months. Unhelpfull staff. They take your parcel, cannot guarantee delivery nor accepts responsibility when they mess up.Avoid at all costs. Pity I am unable to give a minus number in my review to warn. enquiring customers. Worst service from any custimer service and customer compliants procedure I have ever experienced from any company, having worked as a customer adviser trainer!

Ordering the delivery was easy and the items were picked up and delivered on time, however one of the items was severely damaged. This was because the box was upside down and although the item was very well packaged it was fragile and had to be placed the right way up. This was clearly labelled but did not happen. Moreover, I was mortified that one of the “drivers” was in fact a passer by. The driver was on his own and had asked a stranger to help him bring the boxes into my home. Thank goodness there were no accidents! The item is now rendered useless. I didn’t take out protection as it cost nearly the same as the delivery cost itself and the supplier assured me the transit packaging was suitable. Obviously the orientation of the item is important hence the large labelling with arrows pointing the way it should be placed. No trolley was used worthy so we think it was put down clumsily/dropped. This is not the service you pay for. I feel I have been let down and I’m seeking compensation but so far there has been no reply to my complaint, sent via the website. I really feel that with a bit more care this could all have been avoided.

Do not trust Parcelhero with your parcel! They will lose your property and claim absolutely no responsibility for it! Save yourself the heart-ship. I had to deal with this for my father as it was too stressful for him. I have never left a review - good or bad - but I had to warn others against using this service.

My father in Galway purchased an item online from a seller in cork and arranged for parcelhero to pick it up and deliver it to him. Addresses were accurate on labels and somehow the parcel was delivered to someone in Dublin! Parcelhero claimed this was our fault as we didn’t have the accurate information on the labels - we did. They managed to find the parcel and it went back to their depot, where they threatened to dispose of it if we didn’t pay another fee to have it delivered back to cork. We reluctantly paid another fee following a email where they promised to deliver it to Galway and not to Cork as we did not want it sent back to the seller. They still delivered it to Cork! The seller in cork will now not answer the phone to my father.

So my poor father is down the price of the item he bought online and 2 Parcelhero fees. Parcelhero are claiming no responsibility or compensation for this despite the email I have from them confirming they would deliver the item to Galway if we paid a second fee.

Do not use Parcelhero. Do not trust Parcelhero. The level of incompetence is unbelievable and they will not assist, compensate or even reimburse you their fees when they lose your property. They won’t even talk to you over the phone, insisting on only speaking to you via email where they will just refuse to take responsibility for their failure. An absolute disgrace.