forward2me Comentários

Hi there, Many thanks for your feedback. I am sorry to hear you feel dissatisfied with our services. I have looked into this issue in more detail and I can see that you were only provided with the available courier service options to send perfume package by air, rather than both road and air, to Austria. Perfumes are classified as dangerous goods for international shipping, due to being flammable liquid, and in order to ship dangerous goods or consumer commodity product's we are required to charge an additional dangerous good surcharge fee on top of the base shipping price. Please also be aware that we do provide further details relating to the shipping of dangerous goods from the FAQs page on our website and this advises customers to always contact our customer experience team, prior to purchasing products that would be potential dangerous goods, so we can confirm if the products would need classifying as dangerous goods for international shipping, if we can offer a shipping service to the destination country and also confirm any additional dangerous good surcharge fees. Our processing team have the option to mark all packages that contain dangerous goods products as either CC (consumer commodity) or DG (Dangerous Goods). Unfortunately when a package is tagged as CC this tells our system to only provide the customers with Air/Express courier prices and this is the reason why you were not correctly provided with additional courier prices for shipping by road when you submitted your package for repack and shipping from your account. The issue you have experienced with your shipment is clearly a system error at our side and I believe this does need to be resolved to ensure our system is detecting the destination country when a package is being tagged as a dangerous goods or consumer commodities and whether a road service can be offered as an alternative cheaper shipping service options when customer's are shipping dangerous goods products. I have calculated the shipping costs that I believe you have overpaid us for shipping your perfume package. I will be back in touch with you via email to resolve this matter with you directly. I hope the information I have provided to you has been 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. Kind Regards Hayley