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.

Amazon Kindle Oasis

DHL Economy Select
Fast turnaround

Unknown

DHL Express Worldwide
Its a good service but the price of the shipping is so high I hope you can decrease it to use your service more.

Electronic Device - Amazon Echo

DHL Economy Select
Fast & responsive, had a great experience!

Unknown

DHL Express Worldwide
Very good +++++++++++++

Unknown

DPD Classic
From the moment I added the product to the dispatch of the package, everything was handled so smoothly that I couldn’t even believe in it. I ordered a product on a Friday and Wednesday I already had it in my hands.

I’d gladly recommend for anyone wanting to buy products from the UK and they can know for sure that they gained a customer here if they keep the experience as good as it is right now.

Unknown

DHL Express Worldwide
I paid for my package immediately after it arrived in the warehouse. I waited more than a week for it to say it had shipped out, and nothing happened. Only after contacting customer service did I learn that I had a confirmation email sent to my paypal email (which I do not check) immediately after the payment went through. When I went to go pay again, I saw that there was a small pop up reminder that went away after a few seconds telling me to confirm the payment in my email. This was barely noticeable, so if I hadn’t contacted customer service my package would have basically been lost forever. After the payment went through, the package shipped out after a few days, and I paid $40+ for shipping. That’s already an insane price for an item worth the exact same amount. Paying that much for shipping, I expected the package to arrive in the 2-3 business days I was promised. It took more than 7 business days for the package to finally arrive. Overall, it was just a very messy and frustrating experience.

Computer mouse

TNT Express Non-Docs
Prompt service and easy to manage website.
There could be a button to add extra documents after the initial upload on the webpage ???
Combined shipment were individual parcels, no harm done but wouldn't a single parcel be easier.
Thanks.

Pack of Socks

DHL Express Worldwide
Prompt service, reasonable price!

Unknown

DHL Express Worldwide
Excellent user interface. Efficient notification/shipping practices!

Unknown

DPD Classic
Excellent service

Unknown

UPS Express Saver
Grande servizio. Veloce, automatizzato e conveniente!

Lava Lamp

UPS Express Saver
Very easy to use forwarding service! Perfect service to bring in Mathmos products with reasonable pricing! Repacked items very well which brought down the shipping cost and shipped it out very quickly!
will definitely be using this service again!

Kids Toy - muppets

UPS Standard Single
Good repackaging so far, effective use of available space in the box. Very good response time on inquiries. Only negative I consider the flat fee of 2 pounds for repackaging rather steep as a lot of my buys are really small and don't even need repackaging
forward2me

Response:

Hi,

Many thanks for taking the time to review our services.

I'm pleased to hear that you are overall happy with the service we offer however you found the combine and repack fee a little steep.

We do take on board your comments however the combine and repack service is quite time consuming, although the items repacked may not need much repacking, they still need to be picked from the warehouse, repacked, then restored in the warehouse until you are ready for shipping.

I hope you understand our position on this process however we are reviewing all services on a regular basis and will take into account your comments.

We wish you all the very best for 2021 and look forward to your continued support.

Kind Regards,
Tracy.

Unknown

DHL Economy Select
Very fast shipping, excellent customer service

Unknown

DHL Express Worldwide
way overpriced. charged for 9.5 kilo of weight for a 1.6 kilo item.
Paid to repackage to reduce cost and all hey did was tape it. size remained the same.
forward2me

Response:

Hi,

Many thanks for your feedback.

I'm sorry to hear that you are unhappy with the price you have paid for our services. I see that your parcel did have an actual weight of 1.7 kg however the cost of shipping was based on the higher volumetric weight of 6 kg.

The cost of shipping is generally calculated by the amount of space that your shipment occupies, rather than the actual weight. This is called the volumetric weight. All couriers (examples: DHL and TNT) use the volumetric weight to calculate their shipping prices. However, if the actual weight is more than this volumetric weight then the shipping price is calculated using this actual weight.

The cost of shipping also includes the use of our services, this covers the use of the forward2me addresses, the acceptance, processing, storage and preparation of your goods for shipping including all the paperwork required for export.

For all fully tracked services our Customer service team provide full support from the receipt of your goods to the delivery in your own country.

Our company can't really compete with large retailers who cover their costs on the sale of their goods, forward2me offer a service and don't have any products to sell, many of the larger retailers due to the volume of parcels they ship offer the service at cost or even a loss on some occasions to make the shipping cost attractive when selling products.

In addition to the above many couriers currently charge surcharges to cover their extra costs during the pandemic and at this time of year also add a peak surcharge to cover increased costs over the Christmas period and increase in volume of parcels being shipped.

forward2me do feel that they offer a value for money service and are in line with our competitors who offer a similar service. We don't charge any annual or monthly fee for providing the addresses and provide a free 30 days storage period so customers have time to collate their parcels and ship in one shipment to ensure they obtain the maximum value for shipping.

I hope this helps explain what is included in the price paid for shipping and how the cost is calculated.

We hope you will consider this information and maybe use our services again in the future.

We wish you a merry christmas and all the best for the coming new year.

Kind Regards,
Tracy.

Unknown

DHL Express Worldwide
Easy and convenient to use

ANKER CHARGING CABLE

DHL Express Worldwide
As always Forward2me never failed me, I love the tax free shipping in the UK and combining the package does save a lot of money.

Unknown

DHL Economy Select
It works but it is so incredibly expensive. I would only use this service if I had no other option.
forward2me

Response:

Hi,

Many thanks for your feedback.

I'm sorry to hear that you are unhappy with the cost of using our service, we do feel that we offer value for money seeing as the price paid is not only for shipping but includes the use of the address, the acceptance, processing, storing of your parcel until shipping, preparation for shipping and any export labelling required for your shipment.

We do not charge a monthly or annual fee like some of our competitors and offer a 30 day free storage period to allow customers to collate their parcels and ship them together to obtain maximum value for shipping.

We are aware some larger retailers can offer shipping very cheaply however we are unable to compete with these companies as they cover their costs on the actual sale of the products, they often sell shipping at either at cost or a loss dependent on the deal they can obtain from the courier.

We have also experienced challenges with pricing this year due to couriers adding emergency surcharges and peak surcharges to cover their additional costs relating to the CV-19 pandemic. We only pass on these surcharges to our customers at cost.

I hope this helps explain what is actually included in the price you pay to forward2me and that you will hopefully consider using our services again in the future.

We wish you all the very best for the coming year.

Kind Regards,
Tracy.

Unknown

UPS Express Saver
Worked great

Unknown

DHL Express Worldwide
Shipping was bit expensive. Everything else top notch

Unknown

DHL Express Worldwide
We were hesitated since it's first time for us to use this service. But, we received the product earlier than expected and overall it's great.

Unknown

TNT Economy Express
I like your service, quick and reliable.

Unknown

DHL Economy Select
System worked perfectly.. Thank you!

Bra set

DHL Express Worldwide
THNX for this great services

Unknown

DHL Express Worldwide
Your delivery service filled a need for an item could not get, since I live in the U.S. I did try the tax free warehouse, thinking it would be cheaper from reading the claim that was made in your description. I should have used your estimator on site. to see it would cost me 49 more pounds to ship. If I had gone thru your other warehouse, I would pay the V.A.T., but ultimately get a refund. Otherwise the chess collection arrived in a timely manner.
forward2me

Response:

Hi,

Many thanks for taking the time to review our services however I'm sorry that shipping to the tax free warehouse was not cost effective for you on this occasion.

We do always advise that customers check our pricing page at all warehouses to compare shipping prices for shipping from different addresses. Guernsey is a small island with limited infrastructure so costs do tend to be a little higher than when shipping from mainland UK.

When purchasing goods for delivery to the tax free warehouse you need to consider the amount of vat refunded compared to the cost of shipping from this facility to ensure that you obtain the maximum value for shipping. The address is mainly aimed at receiving high value goods where the saving on vat is cost effective overall for the customer.

I hope this helps explain the Guernsey warehouse further however if you have any other questions please feel free to contact our Customer Service team at any point and we will be happy to assist you.

Kind Regards,
Tracy.

Unknown

UPS Express Saver
One candle glass is broken
forward2me

Response:

Hi,

Many thanks for your feedback however I'm sorry to hear that your shipment has arrived and one of the items are broken.

I see that the delivery was made on 07.12.20 however we don't appear to have received an email from you regarding the broken item. We rely on customers contacting us within 24 hours to advise us of any damages to shipments so we can then contact our couriers to open a claim.

Unfortunately you have left the report via this review too late for us to submit a claim with the courier however if you could provide us with a photograph of the broken item, how the goods had been packaged and any damage to the exterior part of the box, we can then investigate this fully within our own team to see if we could have handled the shipment better?

We hope to hear from you soon so we can look to resolve this matter for you.

Kind Regards,
Tracy.

Video game

DHL Express Worldwide
I received my package within 3 days (including the weekend) and just a week before Christmas during this hectic pandemic, too! Excellent service!

Pair of Trainers

DHL Express Worldwide
A bet expensive

Sweater

DHL Express Worldwide
Excellent service

Unknown

DHL Express Worldwide
The postage for a small toy was 3x the cost of the toy.
forward2me

Response:

Hi,

Many thanks for taking the time to provide us with your feedback however I'm sorry to hear that you are unhappy with the cost of shipping your item.

The cost of shipping is generally calculated by the amount of space that your shipment occupies, rather than the actual weight. This is called the volumetric weight. All couriers (examples: DHL and TNT) use the volumetric weight to calculate their shipping prices. However, if the actual weight is more than this volumetric weight then the shipping price is calculated using this actual weight.

I see that your although your package was light, the actual volumetric weight was 5.6 kg so the cost of shipping was based on the higher volumetric weight rather than the actual weight.

I also noticed that you have not taken advantage of our combine and repack service, many of our customers submit a request for this service if the volume of their parcel is higher than the actual weight, often due to retailers in the UK shipping in larger boxes than necessary, the parcel can be reduced in size to save on overall costs when shipping.

Another way of making a saving is taking advantage of our free 30 day storage period, many customers collate a number of parcels within this period and collate them into one shipment to obtain the maximum value for shipping.

Finally the cost of shipping does also include our service, we offer a free UK address, accept, process, store your parcel until you are ready for shipping and prepare the goods for dispatch, this includes any export paperwork required for shipping. We cannot compete with many UK retailers who ship overseas, they cover their costs with the sale of the goods however forward2me offer a service only so this is included in the final shipping price.

I hope this all helps explain how costs are calculated and the services we offer however if you have any further questions please don't hesitate to get in touch and we will be happy to assist you.

Kind Regards,
Tracy.

Unknown

DHL Express Worldwide
I've have used forward2me a couple of times in the past and never had any issues. The customer support is quick to provide feedback. Couldn't be more happy.

Unknown

DHL Express Worldwide
Because it all worked well. There could be some improvements to make the site easier. Amazon did not agree with your address, changing Preston but their delivery worked to this address.

Electronic Device

DHL Economy Select
Servizio rapido, preciso ed economico.

Unknown

DHL Economy Select
Schnell und unkompliziert trotz Vorweihnachtszeit. Der Versand war gefühlt etwas teuer (Lieferung von Alkohol nach Deutschland), aber für den guten Service absolut angemessen.

Pair of Trainers

DHL Express Worldwide
Best of the best!

Unknown

DHL Economy Select
Viel zu teuer, auch für kleine Pakete.
forward2me

Response:

Hi there,

Many thanks for your comments.
We are sorry to hear you are dissatisfied with the cost of shipping on this occasion.
I can see you have processed one recent shipment through our services from our Germany warehouse.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.
Our shipping rates from our UK warehouse are more competitive for international shipping, than our partner warehouses such as Germany, Guernsey and Japan. This is mainly due to the volume of packages not being high enough to get a variable rate or other alternative courier options for international shipping, besides the DHL courier services. We have checked our shipping rates for Germany, against other active forwarding agents, within Germany, and we are very satisfied that our prices are on par with the current rates and cost of shipping from Germany.

I hope this helps you further and answers your concerns.
We do hope this matter does not deter you from using our services in the future and we hope you consider amending your current rating based on the information we have provided you.
Please do email in to us if you have any more questions or concerns and we would be more than happy to assist you.
Kind RegardsHayley

Unknown

DHL Express Worldwide
Fast en reliable. As allways.

Unknown

DHL Express Worldwide
Usual great service, super fast shipping, safe packaging.

electrical item - digital photo printer

DPD Classic
good service, gentle operators, fast answering

Unknown

UPS Express Saver
Helped me revive my account( linked to old email,long gone) A few steps later I was up and running. My parcel arriving a few days later!

Unknown

DHL Express Worldwide
Very good service..i recommend it..

Amazon Kindle Oasis

DHL Economy Select
Customer service and package handling was perfect!

Unknown

DPD Classic
Shipping fees became insanely expensive. £35 to ship a 2kg package the size of a shoe box from UK to Spain. The real cost is less than £10. I won't use them anymore
forward2me

Response:

Hi,

Many thanks for taking the time to review our services however I'm disappointed to hear that you found the cost of this service too expensive.

We do check our prices with our competitors on a regular basis and found that we are very competitive for the service we offer. We are different from large retailers who offer shipping at either cost or a loss in some cases, these retailers cover their processing costs with the sale of the product.

Forward2me offer a full service, we offer a UK address for you to receive your goods from retailers, we accept your parcels, process them to your account, store then until you are ready for shipping, pick and prepare them for shipping and produce any export paperwork require for shipping. We also provide premium door to door services with full customer support for tracked deliveries from the receipt of your goods to delivery in your home country.

I hope this helps explain what is included in the fee paid, we feel we offer value for money and hope you will look to use our services again in the future. Many of our customers take advantage of our free 30 day storage period to collate a number of parcels in their account to ensure that they obtain maximum value for shipping.

Kind Regards,
Tracy.

Electronic Device

DHL Express Worldwide
Perfect and quick service, recommended.

Unknown

DHL Domestic Express
They refused to ship my scooter to my country

Unknown

DHL Express Worldwide
Complicated and very expensive. Completely unnecessary repackaging and weight claim much higher than from original sender.
forward2me

Response:

Hi,

Many thanks for your feedback however I'm sorry to hear that you are unhappy with the service we offer.

I see that the contents of your shipment was alcohol, we do need to follow a different process for these types of shipments as we require approval for shipping with the courier. When shipping alcohol customers are asked to contact Customer Service so we can check that we can ship the alcohol legally to your country, then have the goods repacked so they are safe for international transit.

I'm sorry if this process took a little longer than you expected and you found the process complicated however we need to always ensure that we comply with the courier regulations before going ahead with shipping. It's disappointed that you felt that we overpacked the goods but we need to comply with the couriers guidelines on repacking, if we don't they would hold us responsible for any breakages.

Shipping costs are calculated on the amount of space the shipment takes up in transit, this is called the volumetric weight. When alcohol is repacked this can mean that the parcel increases in size which can also make shipping costs higher however our main aim is to ensure that the goods are received in good condition.

I hope this helps explain our procedures for packing and shipping alcohol however if you have any further questions please don't hesitate to get in touch.

Kind Regards,
Tracy.

Unknown

UPS Standard Single
Goods Sender missed to mark the shipment with my address reference number, but the Forward2Me team helped out to localize it and replied to my support questions really fast, in spite of peak period and times of pandemic. Thanks a lot and Merry Christmas!

Unknown

DHL Express Worldwide
Very helpful customer service. Parcel arrived quickly and in good order. Have used this company on several occasions and will continue to do so

Unknown

DPD Classic
went smoothly

Unknown

DHL Express Worldwide
Very fast and efficient service