forward2me Recensioni

Hi, Many thanks for your feedback. I'm pleased to hear that overall you are happy with the service we have offered however you encountered some problems with the clearance of your goods after Brexit. I don't see that there has been any communication with our Customer service team regarding your shipment so I will contact you shortly to obtain some further information from you regarding the paperwork. There are still lots of questions around Brexit and any information that customers can provide us will help improve how we handle shipments to the EU. Kind regards, Tracy.

Hi, Many thanks for your feedback. I'm sorry that we have been unable to purchase your goods before the sale items had sold out however pleased that everything worked out for you on regular orders. We do try to action Personal Shopper requests as soon as possible on submission however if orders are placed outside our working day it can take a little longer for them to be processed. We take on board your comments and appreciate how frustrating it must have been to miss out on the sale, we are looking to increase our customer service team soon so that we can cover more hours in the day to resolve these kind of issues. Kind regards, Tracy.

Hi, Many thanks for your feedback. I'm pleased to hear that you the process went well for you however you found the cost of shipping a little high. The cost of shipping is generally calculated by the amount of space that your shipment occupies, rather than the actual weight. This is called the volumetric weight. All couriers (examples: DHL and TNT) use the volumetric weight to calculate their shipping prices. However, if the actual weight is more than this volumetric weight then the shipping price is calculated using this actual weight. I see from your shipment that the volumetric weight was much higher than the actual weight so the cost of shipping would have been charged on the higher volumetric weight. Shipping fees also include the use of the address, the acceptance, processing, storage and preparation of your goods for shipping including all export paperwork required from the UK. We do offer a combine and repack service to our customers, many choose to purchase a number of items from different retailers and have them repacked together using this service to ensure that they obtain the maximum value for shipping. I hope this helps explain how the costs are calculated for shipping and hope the combine and repack service may benefit you going forward. Kind regards, Tracy.

Hi, Many thanks for your feedback however I'm sorry to hear that you are unhappy with the cost of using our services. We do feel that we offer value for money, we work with our couriers on a regular basis to ensure that we obtain the best prices for our customers and are very competitive within our market. I see that the item that you received was delicate and to ensure that your item arrived with you in good condition we recommended a repack at a cost of £2 to ensure that your goods were save and secure for international transit. Goods travelling on the international courier network go through more handling than domestic shipping and the packaging needs to be more robust. This is the reason why we recommended the repack and are pleased to hear that your goods arrived in good condition. Please be assured we do not hold customers at ransom, our interests are to ensure that your parcel arrives with you safely and undamaged. For the export paperwork, there have been lots of changes since the UK have left the UK, we have worked closely with the couriers and believe that all the paperwork required on the export side was completed correctly. However we are aware that extra charges are applied by the courier now for customs clearance in EU countries, unfortunately we don't have any control over these and they do come as a shock to some customers if they are not expecting this. We did email all our customer in January to explain that they may now face additional charges for importing goods from the UK. I hope this helps explain the situation further however if you have some information from the courier explaining that something wasn't right with the export paperwork please forward this to our Customer Service team at info@forward2me.com and we will be happy to investigate this for you. Kind regards, Tracy.

Hi, Many thanks for your feedback. Although we are accredited to ship batteries, lithium ion batteries both in equipment or on their own are classed as dangerous goods for shipping so we do have a procedure to follow to ensure that they are packed in compliance with the rules set out by the International Air Transport Association. We are limited to shipping two pieces of equipment containing a lithium battery in one package unrestricted so due to your package containing three products with batteries we did have to follow the dangerous goods regulations, hence the repack to ensure that the package was large enough to add all the relevant compliant labels and paperwork for shipping. I hope this helps explain how the process works with shipping batteries however if you have any further questions please don't hesitate to get in touch with our customer service and they will be happy to answer any further questions. Kind regards, Tracy.