Onward VIP Protection+

We were one of Onward’s initial clients and have seen the product improve significantly. There were a few things we wanted to see changed in the service and we’ve been happy to see most of those changes implemented. In particular, it’s been really helpful for us to be able to add protection after an order has been placed. They promised to provide a friendly service to our customers and approve all valid claims. Happy to report that they’ve lived up to that promise.

We’ve been on preorder for most of our products during our time with Onward, so there haven’t been a ton of claims to handle. That being said, they’ve been very attentive with us and have handled the claims that we do have with care. Things will be ramping up heading into the winter, but we’re confident in Onward’s ability to handle the volume. It’s always a pleasure talking to the team and we’re excited to try some of the new features we’ve been discussing together.

Partnering with Onward has been an outstanding choice and a great fit for us and our customers. They provide an extra layer of service that gives us confidence our customer claims are taken care of. Their responsiveness and dedication are unmatched, combined with their customer programs and brand support truly sets them apart from the rest, making them a vital part of our business. We always recommend Onward!

While customers absolutely love our Windmill A/Cs once they're installed and working, nothing is more frustrating to us here at Windmill than when one of them receives a damaged or broken unit due to shipping issues. For years, we simply assumed the cost of replacements internally, which not only put pressure on the bottom line, but also created an unnecessary hassle for our customer experience team as well. Enter Onward. They’ve made shipping delivery issues a thing of the past for us! With their great support team and super fast response times, our customers are delighted with the service, and we here at the company have piece-of-mind knowing the Windmill community is well cared for.

We’ve been very happy with the service Onward has provided to our customers. With Onward, you’re not just getting a tool to plug into your site, but also a full complement of folks from their team to ensure your program is running as smoothly as possible. The claims team in particular really cares about providing our customers with exceptional service. We recently had an issue with one of our distribution centers that caused some delays in order processing. Not only was their claims team providing us constant customer feedback, but Onward went out of its way to offer “surprise and delight” credits to apologize for the delays. We loved that proactive step they took to keep our customers happy.

Onward’s approach for combining package protection, carbon offsets and loyalty rewards really resonated with us. It’s a unique offering compared to the other alternatives that we explored in the space. All of these features have been well-received by our customers and are definitely helping our retention efforts. Their team feels like a true extension of our own and all the claims they’ve handled for us have been prompt and to our satisfaction. We’re excited to see what additional features they come up with next!

Great team and service. Their swift and expert handling of claim requests for lost and stolen packages is really appreciated by our Members, and makes our internal teams' lives easier. We have a high bar in terms of expectations being met and the service has not disappointed. Their team tailored their service to our preferences, making the integration process smooth and simple. They've also followed up since implementation to genuinely understand how to continuously improve for us going forward.

Our product, while lightweight, has substantial bulk which makes it expensive to ship (and reship when there are issues). Onward’s solution has been of real value to us in addressing this problem. We’re no longer liable for reshipping product at our expense. Since Onward covers the expense, we’re able to generate new net revenue through the reorders they place. They also have great customer service with their claims team. We highly recommend them.