ComplaintsforComGateway

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a package from Amazon to be delivered to ComGateway. As per **** tracking number **********************, the package was delivered on April 3rd. Till date, the package is not showing as delivered in the ComGateway website and I'm not able to ship it to my address in *********.

  Business response

  04/10/2024

  BBB Complaint ID: ********
  
  We have identified this person as a customer of ours using the phone number and name provided in the complaint. The email address provided does not match out system for this account.
  
  Customers Statement of the Problem:
  I ordered a package from Amazon to be delivered to ComGateway. As per **** tracking number **********************, the package was delivered on April 3rd. Till date, the package is not showing as delivered in the ComGateway website and I'm not able to ship it to my address in **********
  
  This customer identified has emailed our customer service on **************** inquiring about the following:
  
  Hi, I have an order with the following tracking ID: **********************. **** is showing as it was picked up at postal facility on April 3: ******************************************************************************** However, it is not showing in my package list. Why is this?
  
  On 2024-04-07 20:00 roughly 5 hours later our customer service responded to the email with the following:
  
  Thank you for your email.
  We would like to inform you that we cannot find the package with tracking No.********************** in our system now. May I confirm which US address you used for this package?
  Should you require further assistance please do not hesitate to contact us.
  Thank you for choosing to shop with us, and we look forward to serving you again.
  
  The next day 2024-04-08 20:25 we received another email with no acknowledgment of our previous response inquiring about another package and now inquiring why it has been returned to the sender.
  
  Hi, I had placed an order with *******************************************. The tracking page for the package shows it was returned to original sender: ******************************************************************************** May I know why the package was returned?
  
  We responded again 2024-04-08 23:10 this time roughly 3 hours later with the following:
  
  Thank you for your email.
  We are very sorry for the inconvenience. We'd like to inform you that our warehouse has moved. We posted the change of warehouse address on our website(posted four months from the end of May last year). Please update your US address to:
  CGW *********************
  ****************
  C/O SGW-CQZVM
  ********, *******;97253
  Tel: ************
  If the package was sent to old address, sometimes is still forwarding by the couriersautomatically to our new address. But we have no control over it being forwarded or returned to sender. Therefore we cannot guarantee that we will receive your package.
   
  Should you require further assistance please do not hesitate to contact us.
  Thank you for choosing to shop with us, and we look forward to serving you again.
  
  We have yet to receive any other response from this customer until now with this ******************** complaint. We are almost certain the issue here is the customer has not updated their address for using our service that we have posted on their account as of May 2023.
  
  Also noted that we have already opened a case SGW-CQZVM^19 for this customers inquiries and responded to each of their emails with detail they have not acknowledged or offered any further detail for us to work with in helping to resolve the issue.
  
  Further, both the **** tracking details on ****.com do not show that either package was ever delivered to our facility. The customer will need to reach out to their merchant and /or **** for the location of their package ending in ****** as we do not pick up packages from **** nor do we have the ability to pick up packages as **** requires a picture ID and a matching name to do so.
  
  
  
  The customer will need to work with their merchant regarding the status and location of the packages they have apparently sent to an incorrect address.
  
  This complaint does not acknowledge that we have been communicating in a timely manner with details relevant to the customers inquiry and the complaint filed with BBB is unwarranted and not the liability or cause of Comgateway. We are happy to continue assisting in the matter and the case SGW-CQZVM^19 is still open waiting on a response from this customer that we have yet to receive.
  

• Initial Complaint

  08/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ComGateway is a concierge shipping / freight forwarding business.I had a package arrive at their ******** warehouse on 27 July 2023.It is logged in their system which is accessible via their website as "FOR REVIEW".This status has not changed for the last 2 weeks.Customer support is not responding to emails. Nobody is answering the phone. Package information:- Package No. ***************** - TRACKING NO. 4209725392748902712180543402752507)I need for the business to:1. Review my item and change the status in their system to "READY TO SHIP"2. Accept my payment details 3. Action my onward shipping request (along with the other item Package No. ***************** that is also with them.)Any help that the BBB would be very much appreciated!

  Business response

  08/14/2023

  I apologize for the delay of communication. The package appears to have been stuck in for review status when is was indeed already completed and should have been available in your account. I have corrected the issue, please let me know if there is anything else I can help resolve.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  All of my items were ordered at approx the same time. However, all of them encountered delays from the date of receipted delivery, to appearing on my account, to be processed and then being ready for shipping.All of these delays have incurred extra 'storage' fees that I should not be paying because the delays are at ComGateway's end.And I have sent 15+ emails, but none have been responded to.

  Business response

  08/09/2023

  There is only one email on this customers account from 7/24 not related to this issue. Also, in the screenshots provided you can see that our customer service responded in a live chat they would waive the storage fee. Which from the other screenshot is $3 on the one package while the rest still have free storage days available. Also, I have added to the screenshot of receipts in the account to help explain the "delay" the customer is showing.

  First of all, the date it was received in our system is highlighted yellow as you can see on the updated screenshot the first one was received 7/5. It was not processed and assigned to the customers account until 7/7. The storage meter does not start until the package is assigned to the account. There is no delay on our side regarding these storage costs. Which we have already told the customer we would waive. The customer is in control of how long a package sits in our warehouse. They can provide shipping or consolidation instruction at any point after the package is assigned to the account.

  Second, all four of these receipts listed in the screenshot are already part of a Onebox consolidation request the customer has instructed us to perform on these. There have been no storage fees charged to this customer and they have not been asked to pay any either. The only thing they have paid for with regards to these listed receipts is the Onebox fee which was $12 as listed on the Comgateway website as:

  First 3 Packages US $10.00
  Each Subsequent Package US $2.00

  Please let me know if there is something I can resolve or I am missing from this complaint.

  Customer response

  08/11/2023

   
  Complaint: 20443897
  
  I am rejecting this response because:

   - the information provided by the sender is only partly correct in that all 4 items incurred significant delays ie: up to two weeks in some cases.

   - I accidentally sent the wrong image ( image 2), which shows a chat that I was having the same day I lodged the complaint. At that time, the 4th parcel was still in the 'processing' stage and I was unable to action anything. Since then I have contacted ComGateway again, and they have waived the fees and I have arranged One box packing.

  - One box packaging states it will take 2 days to process. Today is day 3 and there is no progress. My One box is still in the 'processing' stage.
  

  - I just want all 4 items reboxed into One box and the item sent. This has not occurred yet!
  

  Kind regards
  
  *** *****

  Business response

  08/22/2023

  I'm sorry response was delayed, is there any outstanding issue to resolve? There are no Onebox requests, shipments, or any receipts for this customer in our warehouse.

  Customer response

  08/23/2023

  Thank you for the update

  ComGateway are not being truthful and I have (dated) screenshots of the emails I sent and the (dated) discussions I had about delays on each parcel.
  
  None the less, my parcel has now been shipped and I can close my account with **********************.
  
  Thank you for your assistance. I don't believe I would have had my parcel shipped (looking at all the recent on the online reviews) without your intervention. This case can now be closed.
  

  Thank and kind regards ***
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use their service to redirect my packages to *********. A package has been delivered to them 27th July however they have been unresponsive by all communication methods I have tried to use to get my package (livechat, email, ******** messenger). While ComGateway is the business they trade under HopShopGo.

  Business response

  08/09/2023

  I can see that ************************* with account AUP-NNNW has emailed our customer service team on 8/6 and 8/7 with no response yet. I apologize for this delay of service. 

  I have located the package in the ***** screenshot in the facility however the reason it was not properly sorted and assigned to the account is because the customer and/or the merchant have not used the proper address we provide out customers to use. I have added a picture of the label showing that there is no second line address with the c/o AUP-NNNW as we instruct our customers to use so that incoming parcels can be sorted correctly. There is also a wrong zip code of ***** on the label which is not the zip code we provide customers to use. They are supposed to use ***** which is also used to properly sort incoming packages efficiently and accurately.

  The ***** 644574090904 is now assigned to the account AUP-NNNW as ***************** and ready for shipping instruction.

  Please let me know if there is anything else I can help resolve.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I recently engaged a parcel forwarding company called HopShopGo, owned by Comgateway, to ship a US product to *********.My package originally arrived at their warehouse on 05/30/23 only to be redirected back to the shipper because their old warehouse had closed, and it appears no directions to forward parcels to the new warehouse were given. There was also no notice to myself about warehouses moving. After the vendor dispatched my package again it successfully arrived to their new warehouse on 06/19/23.The last correspondence received from Comgateway was on 06/24/23 after I sought an update on my package. I managed to pay the parcel forwarding service fee via their website on 07/07/23, however there has been no updates or observed actions since, and no replies to my contact attempts on 07/01, 07/17 or 07/22. The parcel itself is for a smart baby monitor for our 1 yr old and is a warranty replacement of a defective product. We have now been without the device since 05/11, with a protracted delay now being caused by inefficiencies in parcel processing by Comgateway. This is now also starting to cause significant stress for my wife and I as he suffers suspected asthma, and this smart baby monitor provided a high degree of comfort. I am unsure what can be done to expedite an outcome here, but I am frustrated by the inaction in parcel processing processing and level of customer service.Any assistance would be greatly appreciated.Parcel details:------------------------ SHIPMENT REFERENCE NO: ***-CPYTL-S230707007 - PACKAGE NO.: ***************** Address:-----------------------************************************************************************************

  Business response

  08/07/2023

  This shipment was declared at $0.01 cent. We cannot export from the ** and into AU at a declared value of $0.01 regardless of warranty replacement. You should have received notice that this was severely under declared. However, due to the company status recently I cannot confirm the customer was properly notified or not. I have adjusted the value to an acceptable amount for the scenario and released for shipping today.

  Please let me know if there is any other issue I can resolve.

  Customer response

  08/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Regarding the issue with declared value for a warranty replacement, at no point throughout the process was that ever communicated. And per my complaint multiple attempts were made seeking status updates.

  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩