Customer Feefo Reviews
Customer Feefo Reviews

Customer Feefo Reviews

Feefo is an independent feedback service with verified and audited reviews.

These reviews are much more meaningful than reviews found on sites such as google or trip advisor because of two key points:

Only customers who have actually used the forward2me service are able to leave feedback so readers know that the feedback is genuine and not something forward2me has made up, or indeed a forward2me competitor has made up.

forward2me has no control over the feedback unless it is abusive or defamatory – in which case feefo themselves remove it. Every feedback is shown unedited and in full - all forward2me can do with negative feedback is respond to the customer's specific concerns.

Jumper

DHL Express Worldwide
Yes, would buy again. Service was efficient. Constant contact, help contact also available. Prompt.

car wax products

DHL Express Worldwide
There is no complaint. I will continue to use it.

Unknown

FedEx International Economy
Swift process! It is also cheaper than the shipping calculator. No hidden cost! Reliable, i have used their personal shopper service before -it is very quick. Their customer service also replies fast regarding whether or not the item can be shipped internationally.

Unknown

DHL Express Worldwide
its pretty good, got it faster then i anticipated

Unknown

DHL Express Worldwide
Great service. Quick. Excellent communication.

Unknown

FedEx International Priority
Was incredibly expensive - would not use again. I couldnt find where to get a approximate quotation before sending.
forward2me

Response:

Hi,

Many thanks for your feedback.

We do feel that we offer value for the service we offer so its disappointing to hear that you are unhappy with the price for shipping.

We also offer a pricing tool on our website so customer can evaluate the cost of using our service before purchase, I have included a link below:-

https://www.forward2me.com/pricing

Couriers calculate shipping fees are calculated on the amount of space that the shipment takes up in transit for air shipments, this is called the volumetric weight. It is only when the actual weight of the package is higher than the volumetric weight that this would be taken into account. I see for this shipment that although the weight of the parcel was less than a kg, the actual volume would be calcuated on the volumetric weight of 2 kg.

When shipping domestically in the UK couriers generally charge shipping on the actual weight so we tend to find that they place small items in larger boxes when shipping, this is why we introduced our combine and repack service. This enables the customer to request our warehouse to evaluate if it is possible to reduce the size of the overall parcel to ensure that you obtain the maximum value for shipping. I see that you did not take advantage of this service when you shipped your goods.

Many of our customers do choose to purchase a number of items and have them delivered to their forward2me address then combine and repack them together for shipping. This can also be an option to offer value for shipping.

I hope you will consider using our services again and these suggestions may help going forward.

Kind regards,
Tracy.







Unknown

DHL Express Worldwide
Great customer service!

Monitor

DHL Express Worldwide
I used forward2me for the first time and I'm verry happy with the service. My parcels were handled verry well and I managed to save some money using combine and repack. I'm verry happy with the quality of the service and I have to say their Customer Service team is amazing! I'll be using forward2me again pretty soon :)

Item of Foodstuff - tin of sweets

DHL Economy Select
Excellent service as usual.

Unknown

DHL Express Worldwide
Very good service

Smartphone (Google Pixel 4a 128GB Just Black Nero)

DHL Express Worldwide
Recommended service. Awesome.

Pair of Shoes

DHL Express Worldwide
Yes. Recommended. I had a great experience with Forward2me and i’ll surely use them for all my deliveries in the near future.

Ladies Top

DHL Express Worldwide
All of my items were well packaged and shipped quickly! Perfect experience as always! I can’t recommend Forward2Me enough!

Kendamil Organic 800g

FedEx International Economy
Your agent Clara is so professional

kendamil toddler milk 800g

DHL Express Worldwide
Fast and trustworthy..Customer service is very efficient nd supportive

Hand tool

DHL Express Worldwide
I've now used forward2me on four occasions with zero problems, so they deserve a good review. One order of two items were combined to ship and went smooth, the rest were mailed separately because it didn't lower the cost of shipping. This has been a helpful and trustworthy service so far. Thanks to the people working their especially with everything that's going on now. I would definitely recommend!

Kids Clothing

DHL Express Worldwide
The shipping cost is very expensive comparing to the other companies and countries. I have to think many times before I purchase from any uk websites because the cost of the shipping is exceed the expected range. Also, when I purchase and ship outside UK I should return back the VAT but you don't offer this feature.

Box of trading cards

DHL Express Worldwide
Very frustrating experience, support took forever to respond. Lost my package, I had to reach out to figure out what was going on or else I wouldn't have heard anything from them...

Deodorant

FedEx International Economy
Very fast response and services.

Unknown

DHL Express Worldwide
Yes I already sent another package. Appreciate the speedy DHL service

Unknown

DHL Express Worldwide
Item came super quickly. Great contact. Perfect!

Unknown

DHL Express Worldwide
O tratamento da minha encomenda foi excelente e recebi em excelente estado

Ceramic Bowl

DHL Express Worldwide
I love the sh*t out of you guys! Your service is so very valuable! When you combine and repack, you do such an amazing job! I've had nothing arrive broken and Australia to the US is quite a haul! I've received glassware shipped just within the US that arrived broken but you guys always pack everything so carefully AND your rates are excellent! Also I love those little notes you leave in the boxes telling me who packed what. You are just fabulous.... THANK YOU so much for existing! I love you!!

Skin Cream

DHL Express Worldwide
Helpful and efficient.

Unknown

DHL Express Worldwide
Not entirely happy with local handling, would have liked to be better informed prior to contracting your service, especially after having enquired. Troublesome having to handle own delivery personally and have items cleared having paid for door delivery.
forward2me

Response:

Hi,

Many thanks for your feedback.

I'm sorry to hear that you are unhappy with the local handling of your delivery, I see from the tracking of your parcel that a broker was required to clear your goods through customs so this may be the reason why DHL could not complete the final delivery seeing as the parcel needed to be passed to a local broker to finalise the clearance.

Shipping fees do include our full service which is the use of the address, the receipt, processing, storing and dispatch of your parcel including all export paperwork to clear your goods through customs in the UK. Also full customer support from the receipt of your parcel to delivery if required.

Many of our customers tend to use our consolidation service where they can collate a number of smaller parcels at our address and once they have completed their shopping they can organise a repack via their account and ship the goods as efficently as possible.

I hope these explanations help to ensure that you obtain the maximum value for shipping going forward however please feel free to contact our Customer Service team at any time if you require any assistance.

Kind regards,
Tracy.

Ladies Clothing

DHL Express Worldwide
Very good service and communication skill .Will keep using.Follow up is well done.

peanut butter

DHL Economy Select
F2Me service haseveral faultsthat cause delays and extra charges.
1. Packages are delayed for no apparent reason.
2. Shipments that arrive together are separated into apparently different parcels without explanation, and logged as separate shipments with delays causing one to think a whole shipment has arrived, while part of it is held back. My conclusion is that this is done in order to cause you to send more shipments because you are unaware you’re only shipping a portion. It’s happened to me to ship a parcel, only to find out hours later that part of it (same original tracking number) had been kept behind and logged later. The result? I had to pay for two shipments.
3. Payments mysteriously unaccounted for or canceled. I use PayPal to pay for shipments. It’s happened more than once that a payment is made, I’m charged for it, but F2Me mysteriously logs the payment as failed. No warning, no email, no communication of any kind, no justification. So, a shipment is delayed without any warning, despite a payment having been made and my account charged. Nothing happens unless you realize that the shipment is on hold and you complain. Then eventually they release the shipment and acknowledge the payment. Zero justification for the delay. No communication whatsoever.
4. They recently kept a shipment of mine on hold because it was “food items”. All packaged, non perishable, perfectly and safely shippable items, held without excuse. As usual, no justification, and a big waste of time as I had to write to get the shipment released.
5. Absurd system to input values. Many times it does not specify items, but still requires you to input exact values for them. Wrong quantities, wrong descriptions, causing huge waste of time.
Bottom line. Terrible service. Zero communication. Obvious tricks to split shipments into multiple parts to cause extra costs. Absolutely unresponsive customer service, which is only reachable via email and never by phone. The entire service is designed to cause delays and charge extra costs. Customer service does not repky to complaints.
forward2me

Response:

Hi,

Many thanks for feedback however I'm disappointed to here that you are unhappy with the service we have offered. forward2me pride themselves on a very high level service and always aim to respond to customers queries and complaints in a timely manner and certainly contact them when we see any issues with their account.

I see that you have a done a number of shipments with us over the last few years however apart from a payment issue some months ago I don't see any issues have been brought to our attention.

When a payment fails in PayPal I'm afraid we don't receive a notification from them so it is difficult to highlight this to the customer, I have checked on our side and no payment has been received from PayPal so I'm unsure why they would debit the amount from your PayPal account.

With regards to shipments, our customers have total control of what packages they ship and when, I see all the shipments have been processed by you and not one of our agents. Please be assured that we would not encourage customers to split shipments in anyway and recommend using either our combine and repack service to repack the goods into one or more packages as efficiently as possible for shipping. Where there are no savings in using the combine and repack service we would recommend the customer ships as a multi-piece shipment. Sometimes these shipments can be split up in transit which may cause delays in customs clearance however this is totally out of the control of forward2me.

When shipping to third countries we need to check restrictions for importing commodities such of foodstuffs to ensure that no import licences or approvals are required for import of the goods to the receiving country. We feel it is very important to ensure the customer is aware of these regulations before shipping to ensure that any required paperwork so the customs process is smoother for them.

If you are shipping foodstuffs on a regular basis we can ensure an alert is added to your account and the hold will not be added on receipt of your parcels, you then will have no delays in shipping the goods.

When a parcel arrives and we are shipping to a third country a value is always required for customs purposes, if an invoice is included in the parcel we do enter the value of the goods on behalf of the customer however if this is not present we require the customer to update this for us before we can go ahead with the dispatch of their goods.

We cannot dispute that errors can occur from time to time, this is mainly down to human error, we are continually working to automate our processes however the ratio of mistakes to the volume of parcels we receive is very low.

Our customer service team have a very good reputuation and we feel the service we offer our customers sets us above our competitors. We are continually working on our site to improve the User interface for our customers and receive lots of feedback from customers praising our customer service and how easy it is to use our site.

Please feel free to contact our Customer Service team at info@forward2me.com, they are always willing to help customers with their issues, aim to always reply to customers queries within 24 hours and always response to customer feedback and complaints.

I hope I have covered all the issues you have raised however please feel free to contact me directly at the email mentioned above if you would like to discuss any further issues.

Kind regards,
Tracy.



LIGHT BAR

DHL Express Worldwide
Your service is very good, but shipping rate on DHL is very high, so i don’t use your service anymore so I am Disappointing.
forward2me

Response:

Hi,

Many thanks for yoru feedback.

I'm sorry to hear that you are unhappy with the service we offer and the price for shipping.

I see that you mainly use our UK Tax free warehouse which is aimed at customers who are looking to purchase high value goods and make a good saving on UK vat paid on their purchases. If goods have a lower value it may be more cost effective for you to ship to our UK mainland address where there are additional service options available for our customers.

The tax-free warehouse is operating a full service but has been affected by external delays of up to 48 hours. Please remember this address is on a very small island with limited infrastructure. There is only one flight per day in and out of Guernsey which can result in delays of at least 24 hours before packages hit the island.

Guernsey Post the local operator is also operating under a reduced service which is taking an additional 24 hours for packages to be delivered to our facility. We are working with Guernsey Post to try to reduce the delivery time to our facility.

We have also seen an increase to all courier pricing over the last year since CV19. Unfortunately because we are already competitive we are not in a position to absorb these increased and need to pass them onto the end customer. We're hoping pricing will settle down in due course and couriers will remove additonal surcharges applied for the current situation.

I do hope that you will continue to use our service, maybe trying the UK address.

Kind regards,
Tracy.

Ladies Top

DHL Express Worldwide
The staff of Forward2me is quite extraordinary. They are so helpful and they do it fast and professionally. I have so much respect for them. Thank you for being excellent.

Unknown

DHL Express Worldwide
Quick and easy. My Adidas gear from Adidas Europe made to my house before my US order.

Item of Clothing

FedEx International Economy
The service has always been great, all my parcels arrived in good order. I always get notifications when Forward2me receives my parcels and when they send to me in Harare.

Jumper

DHL Express Worldwide
세금문제와 오랜시간이 걸린건 생각지도 못한부분이지만
성실한 답변등에는 만족합니다

Soft Toy

DHL Economy Select
Good service, quick notifications. Everything easy to follow and understand.

Unknown

FedEx International Priority
Found their service suite our need to receive & forward shipment from UK to my rural country on the other side of the world.
All steps went smoothly and promptly.

Unknown

DHL Express Worldwide
very simple and efficient. Japan to UK currently uses DHL Express so it's a premium and very quick delivery! In the future, it would be good to have a cheaper shipping option if not urgent.

Vacuum Cleaner Part

TNT Economy Express
shipping fee is too expensive.
forward2me

Response:

Hi,

Many thanks for your feedback.

I'm sorry to hear that you are unhappy with the cost of shipping via our services however we do feel that we offer value for money for the service we offer.

Shipping fees not only include the transportation cost but also the use of the address, acceptance of the parcels, processing and storing them until you are ready for shipping, repacking them on request and preparing the shipment for export including all the export paperwork required.

Every courier we work with have increased their fees one way or another since CV-19. Unfortunately, because forward2me are already very competitive, we are not in a position to absorb these increases and therefore are passing them through to the end customer. Please be assured we are passing these at cost without any markup or profit for ourselves.

I hope this helps explain the current shipping situation however if you have any further questions on how to obtain the maximum value for shipping please feel free to contact our Customer Service team at any time.

Kind regards,
Tracy.

Blood pressure monitor

DHL Express Worldwide
Fast delivery and great service

Unknown

DHL Domestic Express
Unfortunately forward2me was not able to delivery my product a game controller which happens to be in the shape of a gun to my country. So it ended up just being an expensive stop over for the product to another forwarder. The customer support did contact me about it and were able to assist in sending it to the second forwarder.
forward2me

Response:

Hi,

Many thanks for your feedback.

I know this situation must have been very frustrating for you however after checking the guidelines with our couriers for shipping toy guns to Australia we found that they actully prohibit them.

As a company forward2me always follow the guidelines of our couriers to ensure that the goods are delivered to our customers safety and without issue. We don't want to risk the receiver incurring high penalties at the border on import of the goods or risk the goods being rejected and destroyed.

I'm not sure how the other forwarder worked around these prohibitations however you can always be sure that forward2me follow the correct guidelines when we ship our customers parcels.

I'm sorry that we were unable to help you on this occasion however please feel free to contact us going forward, if there are any goods you feel may be an issue for import and we can check the restricted before going ahead with the purchase.

Kind regards,
Tracy.

Unknown

UPS Express Saver
Accuracy and timeliness.

Unknown

DHL Express Worldwide
Excellent job. The customer support is on time and really effective.

Unknown

DHL Express Worldwide
Perfection every time. Thanks guys!

Childs Toy lightsaber

UPS Express Saver
Used them four times, and they're totally based AF, *****. Look forward to using them again.

Picture Frame - glass

DHL Express Worldwide
Great customer service. Combine and pack is good, no issues with damage. Very practical having boxes in multiple countries.

Bottle of Whisky - 700ml - 51.8%

DHL Economy Select
Always easy, well packed, fast shipping.

Speaker

DHL Economy Select
Had an original quote with a worst case price of £52.07. When items arrived at their warehouse, they booked them in incorrectly in terms of dimensions, meanwhile they FORCED me to have the items 'repacked' (even though they were in heavy duty product boxes that are sufficient for long distance shipping). So I begrudgingly paid a total of £58.67, sure another £6 why not.

What did repacking mean? It meant ripping (literally) open the big expensive subwoofer box, and cramming in some air-bag packaging all around it. It didn't need this, as it had form fitting foam packaging on both ends of the device securely holding it in its double walled cardboard packaging. The packaging was pressing up against the cone of the speaker, causing damage, and due to the box being ripped its structural integrity was now comprised.

Worse still was the Centre speaker -- Forward2Me's staff REMOVED one of the form fitting foam ends from the box, and stuffed in some bubble wrap instead. Not even enough bubble wrap for the speaker to be held securely within its own original packaging. Both speakers would've been infinitely more safe shipped as they were.

If having my items packaging mutilated and mistreated wasn't enough, some of the packing materials they used included other customs full personal details. Their warehouse grunts had been re-using other packaging, without ensuring sensitive information wasn't included. Some of this even included packing slips with other customers Item Details, and even phone numbers. Unbelievable.

The icing on the cake was that on the commercial invoice, Forward2Me neglected to include the amount I paid in shipping on the invoice, and only put down the cost of the devices. As a result, DHL charged me customs on the shipping at their Table rate (of 279 Euros instead of the £58.67 I paid). This meant I had to paid £50 or so EXTRA in customs than I was actually due (111 Euros Total), and the only way to get it back is to submit an application to the relevant local governments' customs/duties/tax department. Forward2Me's attitude was that DHL should've looked it up themselves -- they did, on their table rate. The person handling the customs brokering on entry to the country isn't going to go look up Forward2Me's account and see exactly what they paid. Such a poor excuse, when it would've been 0 work for F2Me to automate this onto the commercial invoice as part of their system.

You'd think that with all the photos and evidence shown to Forward2Me, I might've gotten some compensation for either the customs costs, or the the risk to damage their "repacking" place my products at? I got a £4 refund for the "repacking" surcharge. That's it.

Save yourself the grief, and look elsewhere.

Fabric Item

DHL Express Worldwide
As always very quick response and fantastic customer's service support.

POWER INVERTER

DHL Express Worldwide
cost could have been contained by combining them in one package :(

Headtorch

UPS Standard Single
Very good service. They collected 4 of my packages and combine them into 1 parcel within a day. I will be using their service in the future!

Unknown

DHL Express Worldwide
I was skeptical, esp since the reviews on the service are kinda old. YouTube videos weren't current. But I took a chance to use them to order from ASOS UK since the company is originally from there, they have better stock. Shipped it to the USA with no problem & quite promptly. I will definitely be using them again.

Metal Part

DHL Express Worldwide
Repacked and consolidated, always works very smoothly.