forward2me pārskati

Hi Justin, Many thanks for your lovely feedback. We are sorry that you feel dissatisfied with the shipping prices that were offered to you for your package to your address in the USA. Our shipping rates are reviewed each year, with each of the courier services, to make them as cost effective as possible based on the volume of packages that we receive and we do also apply our service charge to the overall shipping prices, with the couriers, as a percentage. Please be aware that it is a service that you are paying for through our company as well as shipping with the couriers. We also understand that everyone is facing financially challenging times worldwide and the fluctuating fuel surcharge rates with each courier service are causing increases in the overall shipping prices we are currently offering. Some courier companies review their fuel surcharges once a month and others review and amend the fuel surcharges on a weekly basis and the courier services' are also having to apply additional emergency surcharge fees in relation to COVID restrictions from country to country. We apologize for any inconvenience or difficulties this may be causing all of our customer's. I have looked into your recent FedEx Connect shipment and we are confident you had been offered the most cost effective courier service option for your package at the time of shipping. I can see that you did not opt to request a repack service for your vinyl's prior to shipping but there would have been little volume or excess space that could have been saved on the original package and a combine and repack service would have not altered the original shipping prices offered to you based on the chargeable weight of your package. The FedEx Connect service is the lower priced service with FedEx and this service states estimated transit times of up to 4 business days. Please be aware that transit times stated by the couriers should only be seen as an estimate and the transit times stated only commence from the date of dispatch not from the date of payment. From the original FedEx tracking for your shipment, this was collected from our UK warehouse on Wednesday 31st May, please also note that business days do not include the weekends (Saturday and Sunday), your shipment had arrived in the USA by Friday 3rd June and was successfully delivered to your address by Monday 6th June in the afternoon. We feel the delivery service for your package with the FedEx Connect service was really fast and no unnecessary long delays incurred for your shipment through the network. 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 of our service. Please do not hesitate to contact our customer experience team from info@forward2me.com if you do have any further questions or concerns and we will be more than happy to assist you . Kind Regards Hayley

Hi there. Many thanks for your feedback. We are sorry to hear that you feel dissatisfied. I have checked back on your initial query and I can see that this was in relation to one of your packages being marked as 'Dangerous Goods' due to the contents consisting of some AA alkaline batteries. I also understand that there was a slight delay with the appointed agent responding to you, after the repack service for your package had been completed and we apologize for any further frustration or inconveninece this additional delay may have caused you however we do try and advise our customers to allow up to 48 hours for responses and for repack requests to be completed especially for repack requests that are submitted to us during the weekend. We understand your frustration, and we are aware that alkaline batteries would not be classed as full dangerous goods. However in order for us to be able to ship alkaline batteries internationally, these types of batteries need to be checked and we need to conclude that the alkaline batteries have been sent to us packaged securely within manufacturer packaging and they cannot be sent to us loose in the bottom of a package. Also we need to ensure the alkaline batteries are safely packed for transit and we are required to state special shipping instructions/ provisions to the couriers from the waybill or shipping label, when shipping alkaline batteries. This is to ensure the couriers and clearance departments are all fully aware that the contents of your shipment includes alkaline batteries. These are all of the reasons why we have to mark any packages containing alkaline batteries as dangerous goods at our side so we have better control of the package and to make sure we are able to make the relevant checks and apply the required shipping instructions or special provisions to the package for the couriers prior to shipping. I hope the information I have provided to you is useful, we do hope this issue does not deter you from using our services again in the future and that you will reconsider your current rating of our service. If you do have any questions or concerns please do not hesitate to get back in touch with our Customer Experience team who will be more than happy to assist you. Kind Regards Hayley