forward2me Beoordelingen

Hi Mohammed, Many thanks for your feedback. I am sorry that you feel dissatisfied with our service. I can see you have processed one shipment through our services from our UK warehouse so far. 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. I have looked back on the communication you received from our Customer Experience agents and I do not feel that the response times or action times of our agents should be classified as unsatisfactory. I can see that you submitted a combine and repack request to our team for your packages on 6th April at 17:28, the repack request was sent to our UK warehouse team by the Customer Experience agent at 17:30 and the repack request was confirmed as completed for your account less than 24 hours later, the following day, 7th April at 13:28. The items you were shipping were very small in size and very light in weight and I do feel that it was unnecessary for you to combine and repack your medication items to create one piece as this caused unnecessary additional costs to your overall shipping price by repacking and it did not reduce the original shipping price. DHL will base their shipping prices on either the actual weight of the goods or the volumetric/size of the package (s)-whichever is the greater. I can see that the shipping cost with DHL for your combined package had been based on the size of the package at 1.43 kg rather than the actual combined weight of the goods 0.46 kg. If you had shipped both packages as they were as 2 packages you would have still paid the same DHL shipping price as you did after consolidating the 2 packages as one piece but without incurring the additional repack charges. However repacking your goods into fewer packages or one piece for safety purposes and eliminates the risk of individual boxes going missing but it is not always guaranteed that a combine and repack service will provide cost savings on the original shipping price with the courier. 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. If you should have any further 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 further. Kind Regards Hayley