SmallBizGenius Analysis
FWRD is an online retailer offering high-end fashion and beauty products. Customers consistently praise FWRD's fast shipping and excellent customer service, though some have reported issues with returns and unexpected charges.
Category Breakdown
Scores based on analysis of 284 recent reviews
Shipping & Delivery
9.0/10Many reviewers rave about FWRD's fast shipping, with some receiving orders within a few days, even internationally. Customers appreciate the careful packaging and timely delivery updates, highlighting the efficiency and speed of the shipping process. For example, one reviewer from Germany was impressed by the fast shipping despite the distance.
40 reviews mention thisCustomer Service
8.5/10A significant number of reviewers praise FWRD's customer service, describing it as helpful, friendly, and responsive. Customers appreciate the short wait times when calling and the ease of resolving issues, with several reviewers calling it the "best customer service" they've ever received. One reviewer noted that customer service went above and beyond to fix a promo code issue.
35 reviews mention thisReturns & Refunds
6.0/10While some reviewers appreciate the easy return process with included labels, others report issues with refunds, including delays and unexpected currency exchange losses. Some customers have had to pay for return shipping, while others have had returns not properly processed. One reviewer had to pay 65 euros for return shipping and was charged an additional sales tax.
15 reviews mention thisProduct Selection
8.0/10Reviewers often mention the great selection of products available on FWRD, including hard-to-find items. Customers appreciate the wide variety of choices and the ability to find specific items that are sold out elsewhere. One reviewer was happy to find a Mason Pearson brush that was out of stock in Australia.
10 reviews mention thisWebsite Experience
7.5/10Some reviewers find the website easy to navigate and user-friendly. They appreciate the streamlined process and the ability to find great gifts. One reviewer appreciated the accurate color representation on the website.
5 reviews mention thisUnexpected Charges & Scams
3.0/10Several reviewers report being scammed or experiencing unexpected charges, such as currency exchange losses on refunds or sales tax on returns. Some customers were asked to provide photos of their credit card and passport, which they found suspicious. One reviewer claimed that FWRD tried to tell their credit card company that they received the delivery, even though they had never provided any proof of delivery.
8 reviews mention thisPros & Cons
What Customers Love
"I am very impressed with the shipping. I’ve ordered something on Saturday night. It was already delivered on Monday afternoon at no additional shipping cost."
"Best customer service I've ever received. Phenomenal customer service support."
"They make returns easy by placing a return label in the box so you can return instantly without even putting a request in."
"Found a completely sold out item everywhere on this site."
"The website is very easy to navigate and there are lots of great choices."
Common Complaints
"I placed a pre-order with FWRD, charged in AUD and the order was lost in transit. The refund was issued in USD without prior consultation. Due to exchange-rate timing, the AUD amount returned was significantly lower than my original charge."
"FWRD is stealing people's money: I ordered an item from this store and was scammed!"
"Despite the good reviews on this site, I encountered strange requests that seemed like a scam. After confirming my order, FRWD asked me for a photo of both sides of my credit card and passport."
"What an awful, horrible company this is! We never received our order but they charged us for it anyway."
"Too much packaging. We ordered two bottles of olive oil which each came in a separate box and then both boxes were put into a massive box about hip high."
Common Questions About Fwrd
Answers derived from customer review patterns
Is FWRD legit and trustworthy?
While the majority of FWRD reviews are positive, a small percentage of customers report negative experiences, including issues with refunds, unexpected charges, and requests for excessive personal information. Most reviewers praise the fast shipping and excellent customer service, suggesting that FWRD is generally a legitimate company. However, potential customers should be aware of the reported issues and exercise caution when placing an order. It's advisable to carefully review the return policy and payment terms before making a purchase.
Based on 45 reviewsDoes FWRD have good customer service?
Many reviewers praise FWRD's customer service, describing it as helpful, friendly, and responsive. Customers appreciate the short wait times when calling and the ease of resolving issues. Several reviewers call it the "best customer service" they've ever received and highlight the team's willingness to go above and beyond to assist with problems. However, some negative reviews indicate that customer service may not always be consistent, with some customers reporting difficulty resolving issues related to refunds and returns.
Based on 35 reviewsIs FWRD worth it for small business?
FWRD could be a worthwhile resource for small businesses seeking high-end fashion items or unique designer goods. The fast shipping and wide selection can be beneficial for businesses needing to quickly source specific products. However, the potential for issues with refunds and unexpected charges should be considered. Small businesses should carefully weigh the benefits against the risks before making a purchase from FWRD.
Based on 20 reviewsWhat is FWRD's return policy like?
FWRD's return policy appears to be generally easy to use, with many reviewers mentioning the convenience of the included return label. However, some customers have reported issues with the return process, including delays in receiving refunds and unexpected charges for return shipping. It's important to carefully review the return policy on FWRD's website and to contact customer service if any issues arise during the return process.
Based on 15 reviewsWhy is FWRD asking for a photo of my credit card and passport?
A few reviewers reported being asked to provide photos of their credit card and passport after placing an order. This request is unusual and raises concerns about potential scams or security risks. It's advisable to contact FWRD's customer service directly to verify the legitimacy of the request and to avoid providing sensitive information to potentially fraudulent actors. If the request cannot be verified, it's best to cancel the order and report the incident to your credit card company.
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