Forward2Me

Hi Kenji,

Thank you for your feedback.

We noticed that you requested the "Combine and Repack" option and chose savings over safety.

You have two options for combining and repacking your shipment: Repack for Saving or Repack for Safety. Please choose the option that best suits your needs:

Repack for Safety: This option aims to reduce the movement of heavy items and pack them in a way that minimizes the risk of damage. We will retain all manufacturer and product packaging whenever possible, though retailer packaging may be discarded. If you are shipping high-value items, collectibles, fragile items, or goods for resale, this is the best choice for safety. If you require a guarantee, this option should be chosen along with Protect + before shipping.

Repack for Saving: This option focuses on reducing unnecessary empty space and combining items into fewer boxes. Retailer packaging will be discarded, and manufacturer packaging will be removed at the discretion of Forward2me.

As per your request for "Repack for Saving," our processing team removed the original manufacturer packaging for your shipment.

Best regards,
Customer Satisfaction Team

Hi Luke,

Thanks for the feedback.

Your shipment was optimised into savings initially couriers shipped the goods to us in a more larger packaging however, due to our repack savings option we actually save you a few bucks.

Your shipment weight is 1.46 kg and dimensions is 46x9x33 cm ( 2.73 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 FedEx) 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. For your shipment the cost of shipping is based on the volumetric weight of 2.73 kg.

We understand your frustration with the unexpected shipping costs. As a reminder, should you decide to return the package to the retailer, you can do so free of charge.

We also want to emphasize that our pricing is transparent and readily available on our website. You can easily compare our rates with those of our competitors. We believe that companies with competitive pricing are open about it.

We value your business and appreciate your honest feedback. We are committed to continuous improvement and will use your input to enhance our services.

Sincerely,
Customer Satisfaction Team

Thank you for sharing your feedback regarding our USA services. I’m sorry to hear about your experience, and I want to assure you that we take your concerns seriously.

Unfortunately, courier delays, including those involving FedEx, are beyond our control. These delays can occur due to a variety of factors, including mandatory customs inspections or operational backlogs within the courier’s network.

If a delay is due to customs, it is often a mandatory procedure. In such cases, customs may place a hold on shipments for inspection, which is a standard process. If they determine that no further documentation or action is required, the hold will be lifted at their discretion. As the shipper, we do not have the ability to expedite this process, as customs authorities operate independently.

We deeply regret any inconvenience caused and are committed to addressing your concerns.

Please feel free to reach out if you have additional questions or require further assistance.

Thank you for your understanding and for giving us the opportunity to address this matter.

Best regards,
Customer Satisfaction Team

Hi Josh,

Thank you for your feedback.

I understand your concerns regarding the unexpected duties and taxes, and I’d like to provide some clarification.

When importing goods from another country, customs regulations typically require taxes to be applied to the items. The costs you paid to forward2me cover services such as receiving your package, repackaging (if necessary), and preparing essential export documentation to ship your items from the UK. However, these charges do not include potential import duties, taxes, or brokerage fees that may be applicable when the items enter your country.

For future shipments, you might consider our Delivery Duty Paid (DDP) option available through express services like UPS Express, DHL Express, or FedEx Priority. This option ensures that duties and taxes are calculated and paid upfront, helping you avoid any surprises.

If you have further questions, please feel free to reach out.

Best regards,
Customer Satisfaction Team

Hi Bradley,

Thank you so much for your kind words and for sharing your experience with us. It’s wonderful to hear about your exciting project of building an authentic British pub in your basement—what a fantastic endeavor! Your appreciation of our services, especially your mention of Joyce, truly means a lot to us. Joyce and our entire team strive to provide the best possible support, and your acknowledgment is a testament to their hard work.

Customer Satisfaction Team

Thank you so much for your kind words!

We’re delighted to hear that our team was able to assist you quickly and provide helpful answers. It’s always our goal to make sure our customers feel supported, and your appreciation means a lot to us.

Thank you for choosing our service, and we’re always here if you need further assistance. We truly value your trust and look forward to helping you again in the future! 😊