Customer Reviews
Nothing is more important than the trust between us and our customers. Below you can find recent feedback from real people who have used our parcel forwarding service. We made this page in order to be transparent about what our customers are saying. We hope you find it useful!
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DHL Express Worldwide
DHL Express Worldwide
UPS Express Saver
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
FedEx International Economy
DHL Express Worldwide
DHL Express Worldwide
FedEx International Priority
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.
DHL Express Worldwide
DHL Express Worldwide
DHL Economy Select
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
FedEx International Economy
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
FedEx International Economy
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
DHL Express Worldwide
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.
DHL Express Worldwide
DHL Economy Select
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.
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.
DHL Express Worldwide
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.
DHL Express Worldwide
DHL Express Worldwide
FedEx International Economy
DHL Express Worldwide
성실한 답변등에는 만족합니다
DHL Economy Select
FedEx International Priority
All steps went smoothly and promptly.
DHL Express Worldwide
TNT Economy Express
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.
DHL Express Worldwide
DHL Domestic Express
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.
UPS Express Saver
DHL Express Worldwide
DHL Express Worldwide
UPS Express Saver