Chelsea P.

My experience with FWRD has been horrible. I have purchased from them multiple times before, which consisted of three ysl bags, a bottega bag, two pairs of converse sneakers and a couple of miscellaneous items. The first YSL bag and the bottega bag (chronologically the second bag) came with no issues. The two YSL bags and the converse sneakers that came after were either deformed or obviously worn (with gum on one of the soles worn).

But that's not the horrible part. I recently bought two YSL small puffers with them, one in black and one in dark honey (I kept going back to them because they still had discounts for luxury brands like YSL and bottega, but trust me it will not happen again after this). The first time they were sent to me, they sent me a MEDIUM dark honey puffer and a black puffer with peeling handles. They apologised and quickly arranged for a reshipment which was great. But then when the reshipped bags arrived, I found that they again sent me a MEDIUM dark honey puffer and a black puffer with SCRATCHES on it.

I asked for an immediate refund but was rejected despite the fact that I had provided photos on both occasions to prove the bags were wrong and defective and tracking numbers for the returns. Because I just wanted to end this as soon as possible, I conceded and asked for a refund immediately after the bags have arrived at their facility. I was again rejected and was told to wait out the standard 7-10 business days for them to process the returns because they have "protocol" and apparently they did not believe the fact that I was given a more expensive bag TWICE (not that I could believe it myself until it actually happened). Some great customer service really! Would not recommend at all.