forward2me pārskati

Hi there,I am sorry if you feel dissatisfied with our policies in relation to shipping Dangerous Goods.I understand that you recently purchased numerous car cleaning products that were classified as restricted and one of the cleaning products 1000 ml snow foam garage therapy product, could not be shipped through our services due to the size of the bottles being over our accredited shipping limit for dangerous goods.Unfortunately the Dangerous Goods surcharge fees are not established by ourselves but by the accredited couriers who have to abide by the rules, regulations and packaging instructions set out by IATA (International Air Transport Association). Therefore there is no negotiation on the set Dangerous Goods surcharge fees by the couriers for shipments containing products such as your cleaning products. I am please to hear that the cleaning products that we could ship to your address in Japan have arrived to you safely and in good condition.We do provide further information relating to Dangerous Goods from the FAQ's page on our website which advises customers to always contact us prior to purchasing any products or items that may be classified as dangerous goods to help determine what additional charges or costs would incur for shipping the goods and to help us conclude if we would be able to offer a dangerous goods shipping service to the destination country. By contacting us prior to purchasing to make these additional checks will also ensure you would not have to pay additional unnecessary costs to return or dispose of the goods if we cannot offer a dangerous goods shipping service to the required destination country.We apologize for any further inconvenience this may cause you. 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 hope you will reconsider your current rating of our services.Kind RegardsHayley

Hi there,Many thanks for your feedback.I am sorry to hear that you are dissatisfied with our services.I have checked your account details and I can see this was your first shipping experience with our company.I can see you shipped your first order from our UK warehouse which would have meant you would have incurred duties and taxes due to the United Kingdom no longer being part of the European Union.We do understand that shipping from the UK to the EU is now more expensive than pre-brexit for this reason we have now opened a completely new dedicated warehouse in Germany. This is owned and operated by forward2me rather than a partner. We wanted to make sure our valued EU customers could still shop and forward packages within the EU in the same way they have been up until now. Our EU warehouse will offer the same benefits that our UK to EU warehouse previously did. The new warehouse address in Germany is up and running for our customers so they can start using the address straight away and continue to take advantage of shipping goods from other EU countries with no additional customs fees to pay.We hope the new Germany warehouse address will be of interest to you. Please feel free to get in touch with our Customer Service team at anytime if you have any further questions relating to our service. I hope the information I have provided to you is useful and that you will reconsider your current rating for our service.Kind RegardsHayley

Hi there, Many thanks for your feedback. I am sorry to hear you feel dissatisfied with the shipping price for your package from our Turkey warehouse. I have calculated the original chargeable weight of your POLO package and this would have been based on the volume of the package (12.61 kg) rather than the actual weight of the package 5.95 kg which would have meant you would have paid €156.27 for the shipping costs. Most couriers, including DHL, will base their shipping costs on the greater of either the actual weight or volumetric weight for a package. I can see that you did request a combine and repack service for the package which successfully reduced the chargeable weight of your package by almost 8 kg which in turn lowered your overall shipping cost down with a difference of €48.69. Our combine and repack service enabled you to make an overall saving on the original shipping price for your package from our Turkey warehouse. I can understand that even the discounted shipping price that you eventually paid (€107.58) may not have appeared cost effective for you because you were only shipping one single package. Therefore we would suggest that you order more packages to our Turkey warehouse for onward shipping and the overall cost of shipping would be more justifiable for you because you would be receiving more items together as one shipment rather than paying a higher price to only receive one single package. For example, if you shipped multiple packages from the Turkey warehouse that had a similar combined total volumetric weight as your POLO package was (12.61 kg) you would still only be required to pay the same shipping price that you would have paid for the single POLO package originally (€156.27) because the DHL shipping rate would still be based on the greater chargeable weight being the volume rather than the actual weight which means you would be receiving more items for the same shipping price. I hope the information I have provided to you is useful and that you will reconsider your current rating of our service. Please feel free to get in touch with our Customer Service team at anytime if you have any further questions relating to our service. Kind Regards Hayley

Hi there,Many thanks for your feedback.I am sorry to hear you feel dissatisfied with the overall shipping price you paid for your package from our Japan warehouse.Unfortunately we are limited with the couriers and shipping services we can offer to certain destination countries especially now due to the effects that COVID has caused at borders and countries globally.We do try and advise all our customers where possible to always ensure that their goods are sent with a fully tracked service and we understand that this would mean paying that little bit extra in shipping costs overall.I can understand that even the shipping price that you paid will not have appeared cost effective for you because you were only shipping one single package with a very small weight. Therefore we would suggest that you consider ordering more packages to our Japan warehouse for onward shipping and would mean your overall cost of shipping would be more justifiable for you because you would be receiving more items together rather than paying a higher shipping price to only receive one single package.DHL shipping prices are always based on the chargeable weight being calculated from either the volumetric weight or the actual weight- whichever is greater- which means you could be shipping a lot more items for the same shipping price you paid for one single package which would make the overall cost for shipping more effective for you.I hope the information I have provided to you is useful and that you will reconsider your current rating of our service. Please feel free to get in touch with our Customer Service team at anytime if you have any further questions relating to our service.Kind RegardsHayley