forward2me - Reviews | Customer Reviews

Terrible Terrible Terrible
Customer service takes 5 days to reply to emails
Their instructions are not clear. Do not answer all the questions asked.
Tell me that I cannot combine shipping, then ask me to select combine shipping to proceed. When I do, there are no options for me to select from.
26 parcels sitting in Germany of which some items have lapsed 10 days over 30 days free storage and still no progress on how to ship internationally.
I have used this company many years ago without an issue. I have also recently shipped items out of the UK without an issue. Germany however seems to be stuck.
The website is also not user friendly. When selecting multiple items to ship together there is no way to review which items were selected to arrange shipping (not that this is possible either) so you have to keep track of this. The selected items should be grouped into an outgoing folder so that you can manage that delivery independently rather than having to go back and ticking the items that were combined. An email suggesting the order is ready to be shipped takes you back to the website, not to the items that are ready to be shipped, so you have to go back and tick all the boxes/items again and go through the whole process.
Simple if it was 1 or 2 items but when dealing with multiple items it should be more user friendly.

Will be looking at another parcel forwarding company once I am done with this.

I'm sorry for the frustration and delays you have experienced with your shipments from Germany. We understand that you have been trying to arrange shipping for several weeks and that our communication has not been as clear or timely as it should have been.

We appreciate you explaining the difficulties you have encountered, both with the shipping process and the website. We recognise that you need clear instructions and a practical solution, particularly when managing a large number of parcels.

I am personally looking into your case to help establish why shipping options are not appearing and to get your parcels moving as quickly as possible. We will also waive the storage charges incurred while you have been trying to resolve this with us.

We are sorry that we have let you down on this occasion, particularly as you have used Forward2me successfully in the past. We want to put this right and provide you with a clear way forward.

C

I had multiple orders which were combined together in one box and well packaged with eco friendly material. Shipped fast and the price was fair. No complaints.

Thank you for your great review.

We're pleased to hear that your orders were successfully combined, carefully packaged using eco-friendly materials, and shipped quickly at a fair price.

It's great to know everything went smoothly, and we really appreciate you choosing forward2me.

Beware everybody: most of the forward2me employees are located in Bulgaria...Strange for à company that operates in UK, US, Germany and Japan.

It seems that the purpose of these people is to write fake 5 stars review of their own company and to bypass the system to make it think they are legetimate.

For instance which legitimate customer would say: "Aimee is wonderful...Lifesavers"?...Ask AI if you don't believe.

The true reviews are unfortunately the one star review...you have been warned

Extremely frustrating customer service and unresolved shipping issues

My experience with this company has been extremely disappointing. My parcel purchased through eBay, was incorrectly flagged as a second-hand item and subsequently marked as fragile, supposedly requiring repackaging before shipping.

Despite contacting customer support multiple times through WhatsApp, the issue remains unresolved. One employee removed the second-hand designation from my profile, but the parcel is still flagged as fragile and requires repackaging. This makes absolutely no sense, as the item is brand new, unopened, and already adequately packaged by the seller.

What makes this experience even worse is that I specifically want to preserve the original packaging, and the repackaging option comes with significantly higher shipping costs. I should not have to pay extra for an unnecessary service that I neither requested nor consented to.

The communication has been extremely unproductive, with multiple messages leading nowhere and no proper resolution or clear explanation. Instead of addressing the problem, I am left unable to proceed with shipping my parcel.

A company should not create unnecessary obstacles for its customers and then fail to resolve them when contacted. I expect better customer service, clear communication, and a practical solution rather than being forced into an expensive option I do not want.

Based on this experience, I cannot recommend their service. I hope they take customer complaints more seriously and resolve this issue instead of continuing to waste their customers' time.

We're sorry for the frustration and delays this has caused. Having reviewed the package, I can confirm that both the second-hand and repacking tags have now been removed, and you are free to proceed with shipping without these restrictions.

Our warehouse team can sometimes take a cautious approach with items that may be collectible, as their intention is to ensure goods are properly protected for international transit. However, we appreciate that in this case, the additional requirements were unnecessary.

We apologise for the inconvenience and appreciate you bringing this to our attention.

Extremely slow customer service, who is at best patronizing/snobbish and scornful at worst. Also, don't be fooled by the estimation prices given online. You'll end up paying 3 or 4 times more, even if the dimension and weight of the parcel is accurate. Just a simple advise: stay far, as far as you can, from these people.

We're sorry to hear that you've had such a disappointing experience with Forward2me.

We'd appreciate the opportunity to look into your concerns regarding our customer service and shipping costs, but we haven't been able to identify your account from the information provided.

If you could share some further details with us, we'll be happy to investigate and address your concerns.

Aimee is wonderful. She has been a great help with my packages. I’m so glad I found this company that will ship to me in the USA. Lifesavers. Thank you all. Sean.

Thank you so much for your wonderful feedback! We're delighted to hear that you've had a great experience with our service and that Aimee has been able to help you with your packages.

We'll be sure to share your kind words with Aimee. It means a lot to our team to know we're making a difference and helping you get the items you need delivered to the USA.

A

Thank you for good service

Thank you for your kind feedback. We're pleased to hear you've been happy with our service and appreciate you choosing Forward2me.

No response to my email, German office always tell you high volume and busy. If you get response in 10 days you are lucky one.

Hi,

We're sorry to hear that you've had difficulty getting a response from our team.

We understand how frustrating it is to be left waiting for an update.

We'd like to look into this further and will reach out to you directly to see if you have any outstanding queries we can help with.

Forward2me force me to use UPS or FEDEX which isn't an option for me since i have a P.O Box, and refuse to let me use Forward2me Cross border although my package is eligible in terms of weight, content and value.
There tickets system are useless and the only answers i get after waiting several days miss the point. I just get messages that explains me how to use their website.

I will GLADLY update my rating in case a HUMAIN being bring a satisfactory solution to this issue.

We're sorry to hear about your experience and understand your frustration with the available shipping options and the responses you've received from our team.

We'd appreciate the opportunity to look into this for you and understand why Cross Border isn't available for your shipment. We want to make sure your concerns are properly reviewed, so please get in touch with our team with your account details if you haven't already done so.

Thank you for bringing this to our attention. We hope we can help find a suitable solution.

Really happy with the service from Forward2me! I used their German warehouse, and the whole process was smooth and easy. Aimee was very helpful and quick to respond to my questions. She explained the shipping options clearly and helped me get everything sorted without any hassle. The shipping process went well, and I received all my items in good condition. Overall, a great experience with excellent customer service. Thanks again, Aimee!

Thank you for your lovely feedback. We’re delighted to hear that everything went smoothly with your shipment from our German warehouse and that your items arrived safely.

We’ll be sure to pass your kind words on to Aimee. It’s great to hear that she made the process easy for you and helped you find the right shipping option.

Thank you for choosing Forward2me. We really appreciate your support and look forward to helping you again.

Great services and company, thank you very much and many thanks to Aimee for helping answering my questions..

Thank you for your kind review. We’re pleased to hear that you’re happy with our service and that Aimee was able to answer your questions and help you along the way.

We’ll be sure to pass your thanks on to Aimee. Thank you for choosing forward2me, and we look forward to helping you with your future shipments.

ESD

Repacking charges are expensive with not much extra protection but the availability and locations of the warehouses make it easy to get a hold of any product. I mainly use the service to ship trading cards. Their customer service is great, I have been helped once via live chat agent and they helped me delay an order that was waiting on more shipments to the UK warehouse.

Thank you for your feedback. We're pleased that you find our warehouse locations convenient and that our customer service team has been able to help with your shipments.

Our repacking service is designed to prepare parcels for safe international transit, and we aim to provide suitable protection for the items being shipped.

We appreciate your comments about the padding, and if you feel your parcels could benefit from additional protection, please contact our customer service team so we can review your requirements and see how we can improve this for you.

Thank you for choosing forward2me. We value your feedback and appreciate your continued support.

I used forward2me for a shipment of wine from Germany to Hong Kong and was very impressed with the service.

Communication was clear and fast – the support team (especially CX) explained the alcohol shipping rules, repacking, and insurance limitations in detail so I knew exactly what to expect. My parcel was repacked securely, shipped by UPS, and arrived in good condition.

Overall, a reliable and professional forwarding service that I would happily use again and recommend to others.

Thank you for your detailed review. We’re delighted to hear that your wine shipment from Germany to Hong Kong went smoothly and arrived safely.

We’re pleased that our team was able to explain the shipping requirements, repacking process and insurance limitations clearly, helping you understand what to expect at each stage.

Thank you for your kind words and recommendation. We really appreciate your trust in forward2me and look forward to helping with your future shipments.

H

Well-packaged but hope the shipping fee could be lower

Thank you for your feedback. We’re pleased to hear that your items were well packaged.

We understand that shipping costs are an important consideration. We work closely with our courier partners to offer competitive rates and always aim to repack parcels as efficiently as possible to help keep costs down, while ensuring your items are protected during transit.

Thank you for choosing forward2me. We appreciate your feedback and hope to help you again in the future.

I was referred to Forward2Me to assist with getting Products from UK sent to NZ , The Team @F2M Honey and MAricris where so helpful to make sure i had all the correct documents inplace to meet Import and Customs controls into NZ . There Online system is very user friendly and when additional information was required they reached out to me directly to assist - I highly recommend there services and I will personally continue to use them as my freight forwarder from the UK - I see that they also have other locations around the world so i would highly rate them as a global partner , THANKS TEAM

Thank you for such a fantastic review and for choosing forward2me as your trusted forwarding partner.

We're delighted we could help you ship your goods from the UK to New Zealand and guide you through the documentation needed for customs clearance.

Honey and Maricris will be pleased to hear your feedback. We know that international shipping can involve a lot of paperwork, so our team works hard to make the process as straightforward as possible, with personal support whenever it's needed.

We're glad you find our online system easy to use and that you're happy with our service.

With forwarding locations around the world, we look forward to supporting your future shipments and helping you shop internationally with confidence.

Thank you for recommending forward2me.

This is my first time using Forward2me. It has been a great experience. My personal shopper, Gerie has been great. Gerie has answered all my questions about my order, very efficient and responsive.

Thank you for choosing forward2Me for your first forwarding experience. We're delighted to hear it's been a positive one.

Gerie will be very pleased to know how helpful and responsive she has been. We want our customers to feel supported throughout the process, especially when using our service for the first time, so it's great to hear she has made everything straightforward for you.

We appreciate your feedback and look forward to helping you with your future international shipments.

I was referred to Forward2Me to assist with getting Products from UK sent to NZ , The Team @F2M Honey and MAricris where so helpful to make sure i had all the correct documents inplace to meet Import and Customs controls into NZ . There Online system is very user friendly and when additional information was required they reached out to me directly to assist - I highly recommend there services and I will personally continue to use them as my freight forwarder from the UK - I see that they also have other locations around the world so i would highly rate them as a global partner , THANKS TEAM

The site has it's issues but Nica in customer support was fantastic and sorted any issues extremely quickly. The warehouse repacked my package extremely well and it arrived in perfect condition thanks to that. Will use them again. Thanks Nica.

Thank you for your feedback. We’re sorry there were some issues along the way, but we’re pleased that Nica was able to resolve them quickly and provide the support you needed.

We’ll make sure Nica receives your kind words. It’s also great to hear that our warehouse team repacked your parcel carefully and that everything arrived in perfect condition.

Thank you for giving forward2me another chance. We really appreciate your support and look forward to helping you with your next shipment.

J

Everything was perfect, from the personal shopper to the storage and the delivery. Great work! 👌

Thank you for your lovely feedback. We're delighted to hear that everything went smoothly, from personal shopping and storage through to delivery.

At forward2Me, we aim to make international shopping and shipping as easy and convenient as possible, so it's great to know you were happy with the whole experience.

We appreciate your support and look forward to helping you with your future shipments.

TT

Quick delivery

Thank you for your feedback.

We're pleased to hear your delivery arrived quickly and that you're happy with our service.

At forward2me, we aim to make international shipping as smooth and efficient as possible.

We appreciate you choosing us and look forward to helping with your future shipments.

Being formard2me user for a long time I've used almost all of their warehouses. The best so far is in the UK! Packages are processed very quickly (most of the time within a day). I'm usually combining multiple packages to save from shipping and the final package is compact and very well packed. Shipping prices are still great. Also, it's worth mentioning that I'm very satisfied with the customer service.

A

Great service, fair prices, and quick shipping to Hungary.

Thank you for your review. We're pleased to hear you were happy with our service, pricing and delivery to Hungary.

We look forward to helping you again soon.

I used Forward2Me to send a shipment to the US from a UK retailer that could not ship to the US directly. Signing up was very quick and easy, and it was simple to have the retailer include my name and account number for Forward2Me on the shipment when they sent it.

The dashboard, update emails, etc. all made the process pretty seamless. I liked that I received live quotes for shipping options. It did take a few days for Forward2Me to consolidate my package, but they provided daily updates of where I was in their queue, which was helpful.

I had Forward2Me prepay the customs duties to streamline the process on the way into the US.
The customs duties on my items seemed a little high, but it wasn't worth spending time determining why.
Their fee to handle that process was reasonable.

When Fedex flagged my package as requiring a special form from me (it was a shipment of children's clothes, and there are apparently safety disclosure requirements), Rose from Forward2Me followed up to make sure I'd seen the FedEx request and if I needed assistance.

The package arrived quickly and safely and the experience was excellent from start to finish.

I would not hesitate to use them again if I need anything sent from the UK to the US.

Thank you for taking the time to leave such a detailed review. We’re really pleased to hear that you found the process straightforward and that the regular updates and live shipping quotes were helpful.

It’s also great to hear that Rose followed up with you when FedEx requested additional information and helped make sure everything was handled smoothly.

We’re delighted that your package arrived safely and quickly and that you had such a positive experience from start to finish. We really appreciate you choosing Forward2me and hope to help you again in the future.

Great service from Forward2me Germany. Jhe was very helpful, responsive and kept me updated throughout the whole process. My large and heavy shipment was handled professionally at the warehouse and everything went smoothly. I would happily use Forward2me agai

Thank you for your lovely review. We’re really pleased to hear that Jhe was so helpful and kept you updated throughout the process.

It’s great to hear that your large and heavy shipment was handled professionally and everything went smoothly. We really appreciate you choosing Forward2me Germany and hope to help you again in the future.

If I could give zero stars, I would. This company is currently holding my essential mobility aid hostage. I initiated this shipping process on August 7th, and exactly two months later, their absolute lack of transparency, abysmal communication, and complete disregard for their customers’ property and safety is despicable.

I am disabled, extremely poorly, and have been mostly housebound for the past 2 years. The item they are holding is a mobility aid that is finally going to give me some freedom back, and I desperately need it delivered by ASAP to provide me some freedom, but particularly need it before the 15th of October as I'm going on my first holiday in years. Instead of helping, dealing with Forward2Me has completely drained what little energy I have.

There is zero transparency with their pricing, which operates on a bait-and-switch model. I only went ahead with them because their website base freight estimate was around $204. They later confirmed an $86.81 FedEx Dangerous Goods surcharge, which brings the expected total to roughly $290. Instead, I was given a vague quote over the phone of £400 (approx. $520) with absolutely zero explanation for the missing $230+ gap. Two months later, they still outright refuse to provide an itemised, written quote breaking down these hidden charges.

Worse yet, they are actively attempting to override the manufacturer's safety and engineering certifications. The manufacturer engineered, tested, and factory-sealed this device, certifying it compliant with UN 3481 PI 967 Section I. The manufacturer has explicitly warned that opening this package and altering the battery connections will compromise the unit's operational safety and completely void the warranty on my medical device. Forward2Me has arrogantly decided to override this, claiming they must reclassify it as UN 3556 (Vehicle) and insisting that opening and repacking the factory-sealed box is "required." They are fully prepared to destroy the warranty on a disabled person's expensive medical equipment just to tick their own internal boxes, while refusing to accept financial liability for doing so.

Their customer service is just as terrible. Despite claiming their service is UK-based, they do not list phone hours on their website. I have had to call multiple times a day just to get through. When I finally spoke to an agent and asked for my actual postal options after being told a supervisor was unavailable, the line mysteriously disconnected. They never called back. After finally forcing an escalation, instead of a supervisor calling me to resolve this urgently, I received a cold, procedural email from a standard agent that completely ignored all of my core questions about the hidden fees and the voided warranty.

To add insult to injury, their "goodwill gesture" for two months of delays, hidden fees, broken callback promises, and severe distress was a measly 20% discount on the shipping - which doesn't even come close to covering the unexplained $230+ they tacked onto the quote.

My storage days are running out, the October 15th deadline is looming, and I have no idea how I am going to get my essential equipment to the UK. Let me be clear: if they force this package open against manufacturer instructions and the item arrives damaged or non-operational with a voided warranty, I will be holding them completely financially liable.

It is a despicable way to run a business. Actively preventing a severely ill, disabled person from accessing the medical equipment they desperately need while playing games with hidden fees and voiding warranties is unforgivable. Do yourself a favour and use literally anyone else.

My customer ID is 819132

Thank you for providing your account details. We have now been able to review your case and have contacted you directly to address the concerns you raised regarding the shipping costs, dangerous goods requirements and your shipment.

We’re sorry for the frustration and inconvenience caused, and we hope the information provided helps to resolve the outstanding issues.

If I could give zero stars, I would. This company is currently holding my essential mobility aid hostage. I initiated this shipping process on August 7th, and exactly two months later, their absolute lack of transparency, abysmal communication, and complete disregard for their customers’ property and safety is despicable.

I am disabled, extremely poorly, and have been mostly housebound for the past 2 years. The item they are holding is a mobility aid that is finally going to give me some freedom back, and I desperately need it delivered by ASAP to provide me some freedom, but particularly need it before the 15th of October as I'm going on my first holiday in years. Instead of helping, dealing with Forward2Me has completely drained what little energy I have.

There is zero transparency with their pricing, which operates on a bait-and-switch model. I only went ahead with them because their website base freight estimate was around $204. They later confirmed an $86.81 FedEx Dangerous Goods surcharge, which brings the expected total to roughly $290. Instead, I was given a vague quote over the phone of £400 (approx. $520) with absolutely zero explanation for the missing $230+ gap. Two months later, they still outright refuse to provide an itemised, written quote breaking down these hidden charges.

Worse yet, they are actively attempting to override the manufacturer's safety and engineering certifications. The manufacturer engineered, tested, and factory-sealed this device, certifying it compliant with UN 3481 PI 967 Section I. The manufacturer has explicitly warned that opening this package and altering the battery connections will compromise the unit's operational safety and completely void the warranty on my medical device. Forward2Me has arrogantly decided to override this, claiming they must reclassify it as UN 3556 (Vehicle) and insisting that opening and repacking the factory-sealed box is "required." They are fully prepared to destroy the warranty on a disabled person's expensive medical equipment just to tick their own internal boxes, while refusing to accept financial liability for doing so.

Their customer service is just as terrible. Despite claiming their service is UK-based, they do not list phone hours on their website. I have had to call multiple times a day just to get through. When I finally spoke to an agent and asked for my actual postal options after being told a supervisor was unavailable, the line mysteriously disconnected. They never called back. After finally forcing an escalation, instead of a supervisor calling me to resolve this urgently, I received a cold, procedural email from a standard agent that completely ignored all of my core questions about the hidden fees and the voided warranty.

To add insult to injury, their "goodwill gesture" for two months of delays, hidden fees, broken callback promises, and severe distress was a measly 20% discount on the shipping - which doesn't even come close to covering the unexplained $230+ they tacked onto the quote.

My storage days are running out, the October 15th deadline is looming, and I have no idea how I am going to get my essential equipment to the UK. Let me be clear: if they force this package open against manufacturer instructions and the item arrives damaged or non-operational with a voided warranty, I will be holding them completely financially liable.

It is a despicable way to run a business. Actively preventing a severely ill, disabled person from accessing the medical equipment they desperately need while playing games with hidden fees and voiding warranties is unforgivable. Do yourself a favour and use literally anyone else.

J

The service was efficient and hassle-free.

Thank you for your 5-star review. We’re pleased to hear that you found our service efficient and hassle-free. We really appreciate your feedback and support.

TS

The shipment invoice indicated that I was shipping automobile parts. Guitar parts were sent. From early 70’s. I was taxed $64.41 for auto parts. Guitar parts have little or no tariff. How can I get reimbursed or have you pay for error?

I'm sorry to hear about the unexpected import charge. I will reach out to you directly so I can look into the declaration and the $64.41 charge for you.

I

Easy to setup and manage.
Support assistance answered my questions.
Recommend.

Thank you for your 5-star review. We’re pleased to hear that you found the service easy to set up and manage, and that our support team was able to help with your questions. We really appreciate the recommendation.

YK

所在不明の荷物の質問に対しての、迅速な対応ありがとうございます。直ぐに見つけて頂き、助かりました。
無事に荷物も届き、大変満足しています。
信頼しています。また、利用します。

This review translates to:

Thank you for the quick response to my question about a package that couldn’t be located. You found it for me very quickly, which was a great help. The package arrived safely, and I’m very satisfied. I trust your service and will use it again.

Our reply:

Thank you very much for your kind review. We’re pleased we were able to locate your parcel quickly and that it arrived safely. It’s great to hear that you’re happy with our service and we really appreciate your trust and continued support.

Forward2me is a highly recommended for package forwarding, all the staff are really kind and always do their best, specifical KYLA

special thanks to KYLA for her great efforts, and all her colleagues!! I do shipping with forward2me all the time and it’s very convenient and highly recommended

Thank you so much for your lovely review and for your continued support of Forward2me. We’re really pleased to hear that you find our service convenient and that Kyla has been so helpful. We’ll make sure your kind words are shared with Kyla and the team.

VP

I’m so happy I found Forward2Me! I needed to order something from a store that doesn’t ship to Israel, and Forward2Me made the whole process incredibly easy. Everything was straightforward, my package arrived safely, and the communication was great.
I’ll definitely be using them again!

Thank you for the lovely review. We’re really pleased we could make the process easy for you and that your package arrived safely. We really appreciate your support and look forward to helping you again.

MD

To big of a hassle with Forward2Me getting custom paperwork over a $54.00 order completed. Forward2me refused to fill out paperwork and put the responsibility on the company I purchased from. The company I purchased from shipped to Forward2me in the UK therefore, stated it was not their responsibility it is the shippers responsibility shipping to the US. Will not order from the UK anymore.

Thank you for sharing your experience. We understand that customs requirements can be confusing, particularly when additional paperwork is requested for a relatively low-value order.

In this case, the paperwork related to requirements from the US Consumer Product Safety Commission (CPSC), which oversees the safety requirements for certain products imported into the United States. The importer is responsible for providing the required information or, where applicable, confirming that the goods are exempt.

As Forward2me does not own or supply the goods, we are not able to complete or certify this information on the customer's behalf. We appreciate that this may have been frustrating, particularly when the original retailer had only shipped the goods to our UK address and was not the US importer.

We understand that this experience has been frustrating and may affect your decision to use our UK warehouse in the future. We appreciate you sharing your feedback.

Nica from UK location is the best! Not only does Nica respond quickly and efficiently. Nica went the extra length to help me out . Always ask for Nica to get anything done. Thanks again Nica.

Thank you for your lovely review. We’re really pleased to hear that Nica was able to go the extra mile and help you. We’ll make sure your kind words are passed on to her.

ZN

You guys made it effortless if I had a question you answered it no hiccups at all. Keep up the great work plan on using you again.

Thank you for the great review. We’re really pleased we could make the process easy for you and answer any questions along the way. We really appreciate your support and look forward to helping you again.

Aimee Kyla from Uk Tax free was the best

Thank you for your review. We’re really pleased to hear that Aimee and Kyla were able to help and that you had such a positive experience. We’ll make sure your kind words are passed on to them.

Very helpful answers and a quick reply regarding questions for the German warehouse. Appreciated the help from Gerie.

Thank you for your review. We’re glad Gerie was able to help with your questions about the German warehouse and provide a quick response. We’ll make sure your kind words are passed on to Gerie.

I have been a Forward2me customer for several years and recently experienced an issue with a shipment involving a collectible SEGA item.

During the repacking process, the original SEGA 7502 carton and original seals were removed, which was particularly disappointing because the original packaging was an important part of the item's collectible value.

After I raised my complaint, Aimee and Jhe took the time to review the situation carefully and escalated the matter to management. They listened to my concerns, considered the evidence I provided and ultimately reached a fair and amicable resolution, including a €250 compensation payment.

I particularly appreciate that Forward2me also added an alert to my account to ensure that original manufacturer and collectible packaging is preserved for my future shipments.

Although the initial situation was frustrating, I believe good customer service should also be judged by how a company responds when something goes wrong. In this case, Aimee and Jhe handled the resolution professionally and restored my confidence in the service.

Thank you Aimee, Jhe and the Forward2me team for taking my complaint seriously and resolving the matter satisfactorily.

Thank you for taking the time to share such a detailed review. We really appreciate your understanding and the opportunity to resolve the issue for you.

We’re pleased that Aimee and Jhe were able to listen to your concerns and work with you towards a resolution that you were happy with. We’ll also make sure your kind words are passed on to them.

Thank you for being a Forward2me customer for several years and for giving us the opportunity to put things right.

LZ

Glad to move my items with you

Fast delivery and accurate packaging

Thank you (Yoshimi the best)

Thank you for the lovely review. We’re really pleased you had such a good experience with us, and we’ll make sure Yoshimi sees your kind words. We really appreciate it.

Forward2me e’ un servizio ottimale per chi vuole portare nel proprio paese prodottindifficilmente reperibili , sono sufficientemente rapidi , hanno un servizio cliente ECCELLENTE piu’ di una volta mi hanno supportato e con tempi tecnici ragionavoli sempre risolto il problema , addirittura una volta ho recuperato un indumento dimenticato in hotel .

Thank you for the lovely review. We’re really pleased you had such a good experience with us, and we’ll make sure Yoshimi sees your kind words. We really appreciate it.

Jus from UK warehouse was very helpful in pushing FedEx to conclude delivery
Many thanks
Claudio

Thank you, Claudio. We’re glad Jus was able to help and follow up with FedEx to get your delivery completed. We’ll make sure your thanks are passed on to Jus.

Mixed experience, but ultimately resolved professionally
I have been a regular Forward2me customer for quite some time and have already spent a substantial amount of money on their forwarding services. For that reason, I was disappointed with how this particular case was initially handled.
A very small parcel unexpectedly arrived at the Forward2me Germany warehouse several months after the original purchase. Since I was going to be in Germany anyway, I asked whether the parcel could simply be sent to my mother’s address within Germany. I even purchased and provided the DHL shipping label myself.
As a long-standing customer, I had expected this small exceptional request to be handled as a gesture of goodwill, especially since Forward2me only had to prepare the parcel and hand it over to DHL. Instead, the process became unnecessarily complicated and required repeated follow-ups from my side.
What concerned me most was that I was initially charged more than €150 in storage fees, even though I had only been notified about the parcel around two weeks earlier and the original Forward2me notification itself stated that storage was free for 30 days.
These storage charges were not identified and removed proactively. I had to point out the issue myself before it was reviewed and eventually corrected. I would have expected such a substantial charge to be checked before the invoice was sent to me, rather than leaving it to the customer to notice and challenge it.
I also had to follow up several times throughout the process to get updates and move the case forward. That is probably the biggest area where I think Forward2me could improve: more proactive ownership of unusual cases, better internal checks before invoices are issued, and less need for the customer to chase progress.
That said, I do want to acknowledge the positive side as well. Jus remained polite and helpful throughout the communication and ultimately managed to arrange the domestic shipment and have the incorrect storage fees removed.
After I raised my concerns further, Aimee from the Customer Experience Team also handled my feedback professionally, acknowledged that the case should have been dealt with more proactively and helped restore my confidence in the company.
So while the process itself was more complicated and frustrating than it should have been, I appreciate that Forward2me ultimately took responsibility for the issues and resolved the matter properly.
I hope the company uses this case to improve its internal processes, especially for loyal customers and exceptional situations. The final resolution was good, but ideally the customer should not have to push so hard to get there.

Thank you for taking the time to provide such detailed feedback and for being a loyal Forward2Me customer over the years.

Firstly, I’m sorry that this case took longer to resolve than it should have and that you had to follow up several times to move things forward. In hindsight, we agree that the storage charges should have been reviewed and removed much earlier, particularly given the circumstances of the late delivery and your long-standing relationship with us.

We understand that exceptional cases sometimes require a more flexible approach, and this is an area where we can improve. Better internal communication, more proactive ownership and earlier review of unusual situations are all things we continue to work on.

That said, I’m pleased that Jus was able to assist throughout the process and that Aimee was able to address your concerns and help reach a positive resolution.

We genuinely value your continued support and appreciate both your patience and your constructive feedback. Reviews such as this help us improve our processes and ensure that we provide the level of service our customers expect and deserve.

Extremely poor and painfully slow customer support. Instead of getting real help, you are forced to deal with useless, automated AI responses that are completely irrelevant to the questions asked. Their incompetence and lack of actual support directly caused me to lose a valuable client. Absolutely unacceptable service. Stay away if you value your business.

We’re sorry to hear that you were unhappy with the support you received. We take concerns about response times and the quality of our customer support seriously, particularly when they have had an impact on your business.

Unfortunately, we have not been able to identify the account or correspondence relating to this review, so we have no way of investigating what happened or understanding where we fell short.

We would welcome the opportunity to look into this properly. If you are able to contact us with your Forward2Me account or update your contact details on this review, we will be happy to investigate the situation and address any issues we can identify.

Forward2me has made it simple to purchase items that are not available and/or not directly shipped to the United States. When my orders arrived at the Forward2me warehouse (what3words: masts.zoomed.proof), I received timely updates with images of the packaging. I was able to request photos of the package contents and Forward2me provided high quality images that allowed me to assess the condition of used items prior to shipping overseas. I had a generous 30-day storage window that gave me the opportunity to make all my purchases and combine them into one single Forward2me international shipment that saved money. I also requested that they repackage my items for safety, and they informed me this would add time before everything was ready to ship. It was worth the wait because they carefully wrapped each item so that it was protected, and the box had ample "FRAGILE" tape on the exterior to encourage careful handling by couriers. I also had a pleasant customer service experience when FedEx requested extra import clearance documentation from me. Rose, from Forward2me offered assistance with documentation, answered my questions in a timely manner, followed up with FedEx regarding import processing status on my behalf, and ensured I received my shipment without major delays. It was my first time using Forward2me, but having Rose and the team at the 828522 York House warehouse made it a pleasant experience to shop abroad. I will happily use Forward2me again in the future!

Thank you so much for taking the time to share such a detailed review! We’re delighted to hear that your first experience with forward2me was smooth from receiving and photographing your parcels through to consolidation, repacking, and international delivery.

We’re especially pleased that the additional photos and careful repacking gave you confidence that your items were properly protected before shipping. We’ll also be sure to share your kind words with Rose and the team at our York House warehouse — it’s fantastic to hear how much their support with the FedEx clearance process helped make your experience easier.

Aimee provided exceptional customer care in response to my request and U am most grateful to her. I have shipped with Forward2Me many times. From the website's clear and easy to follow layout to the level of care given to the packing of items by warehouse staff, I highly recommend shipping with Forward2Me for an all-round straightforward and stress-free experience.

Thank you so much for your kind words and for continuing to trust forward2me with your shipments! It means a lot to hear that you’ve had a consistently straightforward and stress-free experience with us.

I’m especially grateful for your lovely feedback about my customer care. I’ll be very happy to hear that my support made a difference. 😊

DA

I am impressed with the step by notifications, it made the process so easy.

Thank you for your kind review! We’re so pleased to hear that the step-by-step notifications made the process easy and kept you informed along the way. We really appreciate your feedback and hope to assist you again in the future!

Good service, allways used forward2me when order US. Thanks to Aimee from great customer service.

Thank you so much for your continued support! We’re delighted to hear that you always choose forward2me when ordering from the US.

And thank you for the kind words about my customer service it’s greatly appreciated! 😊

Aimee was awesome in assisting with getting my goods ordered swiftly.

Thank you so much for your kind words! We’re delighted to hear that I was able to assist you and help get your goods ordered swiftly. It was a pleasure helping you, and we really appreciate your trust in forward2me

Excellent service from Forward2me!

I purchased an e-bike that was delivered to Forward2me completely unpackaged. They took care of everything and professionally packed the bike into two separate packages—one for the wheels and one for the frame.

Since it was an e-bike, the shipment had to be handled as dangerous goods due to the battery. Forward2me handled the entire process very professionally.

The packaging was excellent—extremely secure, carefully done, and clearly prepared with great attention to detail. The bike arrived safely and everything went smoothly.

I’m extremely satisfied with the service and would definitely use Forward2me again. Highly recommended!

Thank you so much for sharing such a detailed review! We’re delighted to hear that your e-bike arrived safely and that you were happy with the packing and dangerous goods handling.

Our warehouse team takes extra care with shipments like e-bikes, especially when the battery requires dangerous goods handling, so it’s wonderful to hear that their attention to detail gave you confidence throughout the process.