I arranged a parcel to be collected on 2/6/20. I waited in all day from 08.00 to 18.00 hours. Just before 16.00 I was getting anxious, so I chatted online with Parcel Monkey representatives. They confirmed my parcel was out for collection by 18.00. At 18.40 I contacted them again to advise my parcel still had not been collected. No apologies or reasons why offered - just a note that I could re-book for tomorrow. Final insult was that I was informed that I would not be charged again! Hadn't occurred to me for one second that it was a possibility. Now I have to waste another day in tomorrow for a collection that may or may not happen. User's recommendation: Be very careful if you have a time critical parcel. Do not expect a clear and concise answer to any questions you may have as you will not receive any.