Many reviewers like the site’s fast booking, quick collections, and speedy door-to-door delivery. A common complaint is extra fees added after booking and alleged card charges customers say they didn’t authorise. Several people report parcels lost or damaged, followed by disputes over insurance or compensation. Some negative reviews also mention slow or unclear replies about customs requirements and support questions.
Examples from available reviews (Nov 2021 – Feb 2026).
Booking was easy and hassle free.
“Easy, hassle free booking”
Reviewer had excellent service and intends to reuse the company.
“Excellent service, will definitely use again!”
Received retrospective additional handling surcharge without clear evidence or transparency.
“you may still face retrospective charges with very little hard evidence provided.”
Parcel lost, contact unreachable and promised response times unmet.
“Lost my parcel unable to advise me where or when.”
Customers often mention fast collections, next-day delivery, and dependable tracked drop-offs. A large group of reviews also describes missed collections, deliveries to the wrong address, and lengthy delays. These problems often led to follow-up disputes with little resolution.
Many reviews mention added charges after shipping, including volumetric recharges and unexpected return costs. Others point to competitive quotes and good value compared with other couriers. Negative reviews repeatedly raise claims of unauthorised card debits.
Many users say booking is simple, intuitive, and quick, with clear tracking. A smaller but noticeable group reports issues such as automated address changes and very broad pickup windows. These glitches can require manual fixes or create scheduling inconvenience.
Multiple customers say parcels arrived damaged, were destroyed in transit, or went missing. Several of these cases mention insurance being rejected or compensation refused. Other reviews say valuable items arrived safely and deliveries came intact.
A repeated negative theme is customer support that doesn’t respond and emails that don’t explain things clearly. Reviews also mention missing labels, limited visibility of invoices, and unclear customs instructions. A minority praise timely updates and delivery alerts.
Reviews split sharply between high ratings and serious complaints. Some customers report consistently fast, efficient service. Others describe loss, damage, billing disputes, and support cases that never get resolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Received retrospective additional handling surcharge without clear evidence or transparency.
“you may still face retrospective charges with very little hard evidence provided.”
Claim rejected despite original packaging and extensive evidence, process was disorganised.
“claim was rejected for “insufficient packaging,””
Booking was easy and hassle free.
“Easy, hassle free booking”
Reviewer had excellent service and intends to reuse the company.
“Excellent service, will definitely use again!”
Delivery followed plan and reviewer was reassured when notified of safe arrival.
“arrived safe and sound”
Easy to organise with good rates and a simple process.
“Easy to organise - good rates and simple process.”
Aggregated summary highlights frequent complaints about delivery, charges and support.
“Across reviews, the prevailing tone is frustration and distrust.”
Reviewer alleges unauthorised recurring charge and lack of refund after failed delivery.
“Fraudulent! They failed to deliver a parcel and I was due a refund.”
Lack of clear customs instructions and unexpected duplicate charges after return.
“they whipped funds out of my account without my knowledge.”
Delivery arrived two days early and was wonderful.
“wonderful delivery and arrived 2 days early.”
Parcel lost, contact unreachable and promised response times unmet.
“Lost my parcel unable to advise me where or when.”
Initial issues resolved and final outcome was satisfactory.
“Started not to good, but you came out trumps in the end, well done 👏”
Booking required manual correction after automated address lookup changed delivery type.
“Parcelhero changed my order from biz delivery to residential (and increased the cost)”
UPS driver consistently arrives on the allocated day, praised by reviewer.
“UPS driver is brilliant Always arrives on the allocated day”
Reviewer reports the service was fast and efficient.
“Fast service”
Service was easy to use and good.
“Easy to use & Good service”
Item lost in Chinese system and compensation claim declined over a deadline.
“THEN it was declined as it was 2 days after the calendar month deadline.”
Package arrived damaged with a hole, damaging contents.
“package arrived with a hole pierced through the double twin-wall boxes”
Customer alleges damage to item and refusal to honour insurance claim.
“refusing to honour the insurance I took out”
Door pickup and next-day delivery provided, reviewer calls it exceptional.
“Picked up from door and delivered the following day”
Parcel delivered to wrong building but deemed successful after recipient returned it.
“Courier delivered the parcel to an incorrect building a few streets over.”
Missed delivery led to long dispute and promised compensation not paid.
“Worst company in the world”
Unexpected additional volumetric weight charges applied after booking.
“charged additional cost of £18.00 because they stated UPS audited the items”
Pickup and delivery were on time and price was reasonable.
“pickup on time, delivery on time, price reasonable:)”
Parcel failed to arrive for Christmas and was returned with extra return charge.
“you guys added insult to injury by charging me a further £85 to have it returned.”
User-friendly booking and timely collection and delivery with good tracking.
“Was so easy to use and booking online was very user friendly.”
Organisation was easy and delivery prompt.
“Really easy to organise and prompt delivery.”
Booking was painless from start to finish and reviewer recommends it.
“Painless booking from start to finish, highly recommend.”
Home pickup and safe arrival of a valuable parcel, with competitive pricing.
“parcel arrived safely, thank you.”
Reviewer describes the transaction as efficient and straightforward.
“Efficient transaction”
Service was easy to use and reasonably priced.
“Very easy to use and the price was right.”
Radiators were damaged in transit and supplier refused refund.
“packaging had been torn and both radiators damages so supplier will not refund our money.”
Parcel was sent to the wrong address and never delivered.
“Wrong parcel to wrong address My parcel never got delivered”
Received a competitive quote and convenient home pickup.
“Got a very competitive quote with a home pick up.”
Company charged twice and became unreachable despite evidence provided.
“ParcelHero charged me twice”
Pickup window was very broad causing inconvenience, but delivery succeeded.
“i wish the pick up times were a bit more precise”
Cheaper price and quicker delivery than usual courier site.
“Price quoted was cheaper and delivery time was quicker.”
The process was made incredibly easy and straightforward.
“The whole process was made incredibly easy.”
Online ordering was straightforward with good options and offers.
“Straightforward online ordering with good selection of options”
Timely pickup and delivery but service was very expensive.
“Awful expensive but not much option due to length of package.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
ParcelHero is a UK parcel delivery booking site and courier marketplace. Customers can compare prices and book door-to-door shipping with several courier partners. Users can schedule collections, print labels online, and choose tracked or timed delivery. The platform also supports international shipping, with options for customs paperwork and insurance.