Forward2MeReviews 2,237

Hi Kyriakos.

Many thanks for your feedback.
We are sorry that you feel dissatisfied.

Please note that all of 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. I can see that your package was marked as requiring a repack service prior to shipping and you chose to repack and send your package with DHL Express service. However, please note that, it can be more difficult to fully reduce the overall chargeable weight or volume of packages containing shoes if the original shoes boxes are to be retained. Shoe boxes can cause a lot of unnecessary excess space within a package and does mean that the overall size of package that is containing shoes in shoe boxes cannot always be successfully reduced.

Volumetric Weight, sometimes referred to as dimensional weight, is a measure used by couriers like DHL and UPS to set the price of shipping items which are large in volume but relatively light in weight. In a case like this, Volumetric Weight is what determines the price of the shipping service. Volumetric Weight is calculated differently by service. Combine and repacking may be a better option dependent on the size of the packaging and if there is a lot of room for it to be decreased as this will mean the volumetric weight has been reduced. Where the Chargeable Weight has been determined by the Volumetric Weight it is a good idea to combine and repack your items into fewer or smaller packages to reduce costs and eliminate the risk of individual boxes going missing. We do provide information to assist you in making this decision. When you select 'Combine and Repack' option from your account.
I have checked the original package dimensions and it appears that our warehouse team did not repack or amend the original dimensions of the package or the repack request was rejected once you had submitted it due to there being no sufficient volume to save. Please be assured I have flagged the 2 separate repack fees that were charged to you and we have refunded both repack fees back to your payment method as an apology for this oversight with your package.

Please keep an eye out for the total refund amount returning to your credit card account within the next 5-7 business days.

I hope the information I have provided to you is useful, we sincerely hope that this issue does not deter you from using our service again in the future and that you will reconsider your current rating of our service.
If you do have any further questions or concerns please do not hesitate to get in contact with our Customer Experience team who will be more than happy to assist you.

Kind Regards

Hayley

Hi Yael.

Many thanks for your feedback.
We are pleased to know that you have been satisfied with our services overall.

I can see that one of your packages was containing alcohol and required a repack prior to shipping. The concept of the combine and repack service would usually refer to removing or reducing as much unnecessary excess space or voids in order to consolidate as many times together as one piece to reduce as much volumetric weight as possible but this would be dependant on the type of items being repacked. Our Japan warehouse may have felt it unsafe to consolidate the CD item with the alcohol in case of potential damages incurring during transit.

The repack service for your alcohol package would have been advised to you to ensure the fragile glass bottle was securely packed, to ensure that little movement could occur inside the package and to avoid risk of the glass item becoming damaged during transit.

Although shipping the alcohol and CD in the same single package may have been more economic and potentially saved you costs on the shipping from our Japan warehouse, the repack team did not feel this was the safest option for your goods. It is not guaranteed that a combine and repack service will provide sufficient cost savings on the shipping prices with the available courier services as this would be dependant on the types of items that are being repacked inside a package.

We must make you aware that we will always assess and repack fragile items, such as ceramics and glass items, for safety over volume for onwards shipping and we could not make any guarantees that a combine and repack service will always assist with reducing the overall chargeable weight for the shipping price.

I hope the information provided to you is useful, we hope this issue will not deter you from shipping with us again in the future and you will reconsider your current rating of our services.

If you should have any further questions or concerns please do not hesitate to get back in touch and I will be more than happy to assist you further.

Kind Regards

Hayley

Hi Cristiano,

Many thanks for your feedback.
We are sorry that you feel dissatisfied and that you can only provide a 2* rating.

I am sorry for this inconvenience, however, we are not aware of the expected delivery dates for customer orders arriving to our warehouses from the retailers or sellers.
It is the responsibility of the customer to ensure all packages are present in your inbox prior to requesting repack or shipping from your account.

Once a repack is completed it should not be re opened. These terms and conditions are clearly stated from your account before you agree to proceed with the repack request.

Unfortunately your optimised package was already completed and sealed before the final package arrived to our UK warehouse. Optimisations cannot be undone once completed.
You requested us to re open the optimised package to add an additional package but this would have required us breaking the new tape seals and packaging in order to add in the additional goods and then re seal it. If you needed to include the additional package to your repack request, the best advice would have been for you to wait until the remaining package had been delivered to our UK address and once processed to your account you would have been able to request repack for both packages at the same time for the required courier service.

We sincerely apologize for any inconvenience this causes you but we do give prior notice to all customers regarding repack requests from their account.

We apologize, once again, for any frustration or inconvenience this may cause.
I hope this helps you further and answers your concerns.

We would appreciate it if you would reconsider your current rating.

Kind Regards

Hayley

Hi Konstantinos.

Thank you for your recent feedback of our services.
We are sorry that you could only provide us with a 3* rating.

We would like to reach out to you directly to discuss your feedback in more detail to determine if there is anything we can do to help you reconsider your current rating of our service.
Please keep an eye out for our email.

I hope this helps you further.
Please do let me know if you have anymore questions or concerns in the meantime.

Kind Regards

Hayley

Hi Philippa.

Thank you so much for your feedback. What an absolutely amazing review!
We are really pleased to hear that you were satisfied with our service and with the support that was provided to you by Kevin and the rest of the customer experience team.
I will make sure to pass on your gratitude to them all personally.

We look forward to offering you our shipping services again very soon.

Kind regards,

Hayley