ParcelBroker.co.uk Reviews 

Reply from ParcelBroker.co.uk

Updated Feb 3, 2026

Hi Richard

Thank you for your review. We’d like to provide a little clarification around the £21 charge you mentioned.

The fee was not raised by ParcelBroker and was not a hidden cost. Your shipment was a re-import of previously sold goods from the USA, which HMRC and FedEx class as a non-standard customs clearance. This type of clearance requires additional manual processing so the goods can re-enter the UK without import duty and VAT being applied.

In your case, this process allowed you to recover goods valued at around £1,500 without paying charges that would otherwise typically apply. For context:

Import duty on jewellery is usually around 2.5% (approximately £38)

UK VAT at 20% would have been around £300

Total charges avoided were therefore in the region of £330–£350

The £21 fee was invoiced directly by FedEx, not ParcelBroker, and relates to their supplementary customs processing for a non-standard clearance (RGR). ParcelBroker did not receive or retain any part of this charge.

We aim to be transparent at the point of booking:

Customers are advised that customs duties, taxes, and any carrier-applied supplementary charges are the responsibility of the importer

An “Important” notice is shown during customs entry, explaining that returns and re-imports may incur additional carrier charges

We also provide a link to further information on supplementary customs charges here:
https://help.parcelbroker.co.uk/hc/en-gb/articles/115005499225-Supplementary-Customs-Charges

Our quoted price covered the shipping and standard customs clearance, which was completed as booked. The subsequent FedEx invoice reflects additional customs processing, rather than an undisclosed broker fee.

We appreciate you taking the time to leave feedback and are always happy to explain potential charges in advance.

Kind Regards
The ParcelBroker Team

Reply from ParcelBroker.co.uk

Jan 5, 2026

Dear Gareth,

I’m sorry to hear about your experience with this shipment, and I appreciate you taking the time to provide such detailed feedback. As a booking agent we don’t handle parcels ourselves; we arrange and manage shipments with the major carriers and assist when things go wrong. Your parcel entered the TNT/FedEx import network at the busiest point of the year, and unfortunately it was affected by delays and mis‑routing within their own depot system.

When you first notified us of the delay on 19 December we contacted the carrier’s priority team and opened a case. On 22 December, after a delivery attempt to your closed office, you asked us to redirect the parcel; we sent a redirect request to the depot and relayed every update we received. Import consignments via TNT still require paper documentation and manual handling, which meant redirection couldn’t be actioned instantly. We understand the delay was frustrating, but we had no ability to physically intervene while the parcel was in transit; we can only work through the carrier’s escalation channels.

During the Christmas peak we ask customers to monitor their tracking and alert us to any concerns, as we handle thousands of consignments each week and can’t proactively watch them all. Once you reported that the parcel had not moved, we supplied the carrier with detailed descriptions and photographs to support a search. Our priority team located the shipment at the North London depot on 2 January and scheduled it for delivery; we are sorry that you had to chase multiple times before this happened.

We do ask customers not to contact the carrier directly because opening parallel cases can block our own escalations; TNT’s standard customer service team does not have access to the same priority channel we use. However, I appreciate that this distinction isn’t always clear and we will review how we communicate it. I also understand your frustration that the form to initiate a search wasn’t raised sooner, and we will discuss this with our account managers at TNT/FedEx.

Our rates are lower than booking direct because we consolidate volume, but the service level and network are identical. We are disappointed that this experience has left you feeling our service is poor value. Your feedback is invaluable and we are committed to improving our processes so that issues like this are handled more smoothly in future.

Kind Regards
The ParcelBroker Team

Reply from ParcelBroker.co.uk

Updated Jan 5, 2026

Thank you for your review, Helen. We’re truly sorry that your wooden toy arrived damaged, and we understand how upsetting that is.

It’s important to note that ParcelBroker is a booking agent, not a carrier – we don’t handle parcels ourselves. We provide the platform and customer support to arrange shipments with the major couriers directly.

With regards the extended liability, at ParcelBroker we require customers to read and accept extended liability exclusions before placing an order. These include a short list of items that are not eligible for enhanced compensation – among them, antiques and items of irreplaceable or historical value. The optional compensation you selected is an extension of the standard limits, but it does not override those exclusions.

Because the item you sent was an antique, it fell into that excluded category, which means compensation unfortunately cannot be paid. This is set out up front so that customers can make an informed decision before sending valuable or fragile items.

We’re sorry your parcel arrived damaged and that you feel let down. We don’t knowingly accept compensation premiums on items we “were never going to cover”; instead we rely on customers confirming they’ve understood the exclusions and that their items are suitable for the service. For future shipments of valuable or antique goods, we recommend getting in touch for bespoke insurance, as our parcel service is designed for standard, non‑irreplaceable items.

Thank you for taking the time to leave feedback. We appreciate the opportunity to clarify our process, and we’re continuously reviewing our booking flow to make sure exclusions and packaging requirements are communicated as clearly as possible.

Kind Regards
The ParcelBroker Team

Reply from ParcelBroker.co.uk

Updated Jan 5, 2026

Dear Robert

Thank you for taking the time to leave a review. We’re sorry to hear that you were disappointed with the transit time for your shipment from Bulgaria to the UK. We’ve looked into your booking and can confirm that you selected FedEx’s Economy service. Our website published the “last posting” dates for Christmas back in early December, and for the FedEx Economy service the recommended date to ensure delivery before Christmas was 15 December. Your parcel was collected on the 19th  December, which meant it entered the network after the seasonal cut‑off and at a time when carriers were experiencing very high volumes.

Economy services are not guaranteed and may take longer than express options, particularly over the holiday period. We understand how frustrating this can be, but we could not accelerate the shipment once it was in transit. The parcel cleared customs promptly and was delivered on 2 January once services resumed after the holiday break.

If you have any further questions or need help choosing a service in future, our customer support team is here to assist. We appreciate your feedback and will continue to review our communication processes to ensure we provide the best possible service.

King Regards
The ParcelBroker Team