Tread with caution
TL;DR - Product received faulty. After multiple support queries could not get any action, no response from forwardbuy.com. Placed review here and got action and refund. Keep well away from this forwarding company. I purchased product from Singapore to be delivered to Australia and I had a very bad experience with forwardbuy.com. 1) I was quoted one freight figure but when the product arrived, they increased the freight cost by about 50%. The item was as specified at the same weight that the estimate was for, but once they received the product, I was basically stuck with whatever they said, or I may have lost my purchase. The change in price wasn't because of volume either - the product weighed 130gm and only measure approximately 10cm x 15cm x 5cm - and cost roughly AUD63/SGD58 to deliver it! (the original estimate was SGD33). Note: This is a correction from the original review. 2) I wanted to do my own online shopping and use one of their addresses for delivery. But, for Australians shopping in Singapore they would not allow me to do it myself. They purchased on my behalf charging a 9% commission on top of the price. This was ok and expected. However... we had a problem with one of the products that they sent (it was not caused by forwardbuy.com, but the online store), but since I did not personally make the purchase, I was not able to go directly to the online company. I logged a support query with forwardbuy.com to get them to act on my behalf, since they charged 9% commission and also because I couldn't do it myself. Response? Nothing at all. They didn't even acknowledge my query. So I sent another request a week later for help. This time, also no response. It's like I didn't even exist - they had taken the commission and run. I can't get hold of them at all. They may answer this query with "please contact support", but if I was to do this, I am pretty sure they will ghost me and won't even reply, going by past attempts to contact them. If I could give forwardbuy.com a zero star rating I would. Unfortunately a 1 star is the lowest I can give. If you are considering using forwardbuy.com, don't! There is zero support and zero care for the customer. You also cannot trust the freight estimate, and once you've made your purchase, you are caught with whatever extra freight charge they decide to change the estimate to. Very disappointed. Never going to use them again. EDIT after reply: 1) Corrected freight cost. The cost was over AUD60, not AUD80. The original estimate was SGD33 (for 500g), but actual ended up being SGD58. 2) From reply: "As you are aware, we are a package forwarder and we provided shopping assistance services to yourself" If I could have ordered my own product, I would have - and then the issue would have been my own to fix. But since I was not the purchaser, I had no ability to go to the online shop to seek a remedy. An additional 9% of the price of the product was charged for forwardbuy.com services, so this was more than just freight forwarding services. I was not able to liaise with the shop if I was not the one making the purchase. If this method can't be supported, then it should not be provided. 3) From reply: "Unfortunately, we were unable to provide you faster updates due to this on-going communication with seller." Until I posted this review I had received zero response to my two attempted contacts, even though there was communication in progress with the seller? Any response to me at all would have been "faster". I would expect at least some communication with the customer to keep them updated. EDIT 2: I was provided a refund of the faulty item, minus commission and freight. I was never expecting a refund of freight, but it would have been nice to receive the full amount I was charged for the actual item (i.e., commission included). However, it was good to see that forwardbuy.com did make a refund for the item that was faulty, even though it appears that it took this review to get any action. Updated rating to 3 star since a remedy was achieved.