forward2me Reviews

Hi there. Many thanks for your feedback. We are sorry that you feel dissatisfied. I can see that your original package was marked for an advised additional repack service, prior to shipping, due to the contents being fragile glassware items. The processing team will have assessed and identified the current packaging for the glassware as poor or insufficient or felt that your goods would be at risk of damage during transit. I have calculated that the chargeable weight for the shipping price, after repacking, was based on the volume or size of the optimised package. The increase in the volume of your package after repacking will have been unavoidable if the goods needed to be repacked for safety purposes rather than economical purposes. Our repack team will have needed to ensure the individual glass items were all safely wrapped and as securely and sufficiently packaged inside the box as possible for transit. The concept of the combine and repack service would usually refer to removing or reducing as much unnecessary excess space or voids in order to consolidate as many times together as one piece to reduce as much volumetric weight as possible but this would be dependant on the type of items being repacked. Because your package was containing fragile glass items then your advised repack will have been assessed and carried out for safety purposes rather than to reduce excess volume and potential savings on the original shipping costs. We apologize for any inconvenience or frustration this may have caused you. We must make you aware that we will always assess repacks for fragile items, such as ceramics and glass items, for safety over volume for onwards shipping and cannot make any guarantees that a combine and repack service would always assist with reducing the overall chargeable weight of packages or the original shipping prices. I hope the information I have provided to you is useful, we hope this issue will not deter you from using our services again in the future and that you will reconsider your current rating. Please do not hesitate to get back in touch with our Customer Experience team if you should have anymore questions or concerns. Kind Regards Hayley

Hi Filip, Many thanks for your feedback. I am sorry that you feel dissatisfied with our system processes and account functionalities through our service. I have looked back at your correspondence with our customer experience team from May 2022 and I can see that you were having issues with selecting your 5 packages for shipping from your account. I noticed that 2 of your vinyl packages had been marked as requiring an additional repack service prior to shipping, when they had first arrived to our UK warehouse. The advised additional repack service was to ensure the goods were safely and sufficiently packed for transit with the courier or if the original packaging from the seller was identified as unsuitable. You would have then been prompted to submit the combine and repack requests for both packages from your account and you would have been asked to select the courier service that you required for the packages to be repacked for and shipped with. I can see that you chose combine and repack to be completed for the Royal Mail Untracked Budget service, for both vinyl packages. Unfortunately only 1 of the 2 vinyl packages was repacked for the untracked budget courier service and it appears the repack service for the second vinyl package was rejected possibly because both packages combined together would go over the maximum shipping limits for the untracked budget service or because the repack agent concluded that the original box was not unsafe or unsuitable for transit. Please note that the Royal Mail untracked budget courier option is only for shipping 1 single package-not a multi piece- and the single package for untracked budget can only have a weight of 2 kg or less, overall dimensions of less than 90cm and a total declared value under £20. I am confident that because you had selected the combine and repack service for the untracked budget courier service, from your account, this was the reason why you were unable to view any other courier options or shipping prices, other than untracked budget courier service, from your account when you selected all 5 packages for shipping. This was also the reason why there was no shipping price showing for the untracked budget courier service for all 5 selected packages from your account because untracked budget is a single package only service. All of the other courier services and prices, such as DHL, UPS or TNT, were only visible and accessible from your account once our customer experience agent went back into your optimized package and manually removed the selected courier option (untracked budget) from the optimized package which then allowed you to proceed with shipping all 5 packages as a multi piece shipment with a alternative tracked courier service. We do advise customers to always send their goods through our available tracked courier services to ensure the stated movement and location of their packages through the shipping network at all times. I hope the information I have provided to you is useful, we hope this issue does not deter you from using our services again in the future and we do hope you will reconsider your current rating. If you do have anymore questions or concerns please do not hesitate to get back in touch with our customer experience team and we will be more than happy to help. Kind Regards Hayley