forward2me pārskati

Hi there, Many thanks for your feedback. I am sorry to hear that you feel dissatisfied with our services and that you did not feel well informed about the differences in service costs from our Tax Free warehouse. Our website does provide customers with information about the process and concept of our tax free warehouse in featured pages from the following link; https://www.forward2me.com/british-tax-free-warehouse/ Also our customer experience team are always on hand to answer any questions or concerns you may have prior to ordering goods to one of our available warehouse locations. Our Tax Free warehouse is directed at customers who choose to purchase higher value goods only because of the savings made on the additional Value Added Tax they would usually have to pay on goods if they were sending the goods to our mainland UK warehouse. Guernsey is part of the Channel Islands and is classed as tax free which means that retailers and sellers are not permitted to charge value added tax on top of the purchase value for goods. This means customers can put the savings from the VAT towards the cost of shipping when using our Tax Free warehouse to the destination country. The shipping costs from Guernsey are much higher than the the service costs from our mainland UK warehouse due to Guernsey being limited to DHL air or express service whether this for shipping outside or within the EU. I can see the goods you shipped from our tax free warehouse were quite low value goods and this will have meant that you would have not made a lot of savings on the additional VAT from the original purchase value of the goods from the seller and that you would not have made a lot of savings overall with the costs for shipping from the tax free warehouse. We would advise you to only use the tax free warehouse for shipping high value goods because purchasing low value goods just to save on the VAT would not be cost effective for you overall when it comes to onward shipping. 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 that you will reconsider your current rating of our services. Kind Regards Hayley

Hi there, Many thanks for your feedback and I am sorry to hear you were unsatisfied with the repack service. I can see that only one of the two packages, containing the coats, was submitted for a repack request, I can also see that an alert was added to your account to ask our UK warehouse team to include the second coat to your current repack request, however, these types of requests cannot always be guaranteed if the package was not submitted for a repack directly from your account originally. I am presuming this is the reason why your 2 coats had not been combined as one piece for shipping. I have assessed the dimensions and weight of your 2 packages that were containing the coats and I can see one of the coats had been repacked and the chargeable weight for the shipping price was 2.70 kg which was based on the volume/size of the package rather than the actual weight of the goods/coat inside at 1.24 kg. I can see the repack service had only reduced the original size of the package by 1.04 kg. I believe if you had added your second package, that was containing the other coat, which had not been repacked, to the same shipment and if you had shipped both packages as a multi piece you would have still paid the same shipping price for both coats as you had done for the one coat and you would have saved yourself an additional £30 in shipping costs. I do not believe it was necessary for you to combine and repack both packages containing the coats as one piece or ship each coat as a a separate shipment. It would have been better for you to proceed with shipping both coats as 2 separate packages but together under the same shipment with DHL, as a multi piece, because the shipping price would have still been the same based on the volume. Unfortunately clothing items can create a lot of unavoidable volume within a package for shipping even though the goods are very light in physical weight and it is not always cost effective to combine and repack clothing items/coats together as one piece if this will not help lower the volume sufficiently. I hope this information is useful and I do hope this will encourage you to reconsider your current rating for our services. If you do have any further questions or concerns please do not hesitate to get back in touch with us. Kind Regards Hayley