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Business Profile

Online Shipping Broker

Gateway Express Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Shipping Broker.

Important information

  • Customer Complaint:
    Better Business Bureau has recently received a pattern of complaints concerning delivery and customer service issues. Consumers allege ComGateway is not receiving, processing or delivery their purchased goods.  In addition, consumers are stating they cannot reach customer support for help or a response. 

    On July 7, 2023, BBB spoke to the former President of ComGateway who stated the company and warehouse in Oregon was closed May 18, 2023. The customer service team was also let go. The owners of ComGateway, who are based in Singapore, are in negotiations to sell ComGateway but this deal has not closed. BBB has not been informed of the identities of the potential buyers. The inventory that was shipped to the warehouse was collected by the potential new ownership who is allegedly slowly working to ship the goods to their rightful buyers.


    Customers who have not received their goods can file a complaint with the Oregon Attorney General’s Office here https://www.doj.state.or.us/consumer-protection/contact-us/.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a business customer of this company for years. Recently, they moved to a new address, then many issues happened, not only me but also other customers, read their Facebook page.

    My packages have been held hostage ever since, I sent many emails but no response from them. I can't do anything. I need them to release all the packages to me as soon as possible. If they hold them any longer, they have to pay compensation for my damages. This company is turning into a scam company, once they release all my packages, I won't use them anymore, ever.

    Business Response

    Date: 08/08/2023

    Reviewing the account this issue appears to have been resolved. All receipts dated up to this notice have been shipped to the customer. There are two receipts newer than the notice with recent activity on this account but no further instruction or communication for these packages.

    Please let me know if the issue is now resolved or if I can assist further.

  • Initial Complaint

    Date:07/09/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a fedex tracking that shows package was delivered to comgateway warehouse: fedex tracking no. ************
    I have written at least 8 emails to them over the past 2 weeks with zero response. They are to update my account and forward/ reship to my selected address. They have just disappeared with no contact. Please can you help.
    Thank you

    Customer Answer

    Date: 07/28/2023

    The business finally contacted me on your prompting. Thank you for resolving the issue.

  • Initial Complaint

    Date:07/07/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    June 05 2023 - Transaction ******** ********** (I sent a letter with a copy to BBB Office)

    I have been using COMGATEWAY since 2014, and have processed over 100 shipments with them. As I recently had to move to *********, from ******, I still had a shipment at COMGATEWAY. This is what this complaint is about.

    On 09 June (email) I instructed them to send my shipment to *********, as they had this ready for shipment since 05 June (supporting information was enclosed in the letter I sent you)
    On 05 June they charged my PayPal account $76.14 US for the processing of this shipment, and I still have not received it.

    On 13 June they sent me an email informing me that my shipment would be delayed due to "labour" problems.... All of these statements have supporting evidence in the copy of the letter I sent you.

    On 20 June, at 1640 local time, I called them and left a message.

    Contrary to past experiences, the apparent new management of this company has absolutely no Customer Service, and continuously avoids and neglects to respond to serious customer concerns and complaints.

    This company now not only has my shipment, of which I have a detailed content list, but they have also charged my account $76.14 US

    An amount which far exceeds shipping costs to my address in *********

    THE CANADA POST TRACKING NUMBER to the letter I sent, with copy to you, is ************* (**************) Sent 04 July is due to be delivered on 13 July

    OBSERVATION
    For reasons that escape me, you can send a registered letter anywhere in world EXCEPT THE USA....

    Thank you for your assistance, and should you require any further information, please do not hesitate to contact me.
    ******* * ******

  • Initial Complaint

    Date:07/05/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Comgateway is a shipping forwarder that has been around for years. Recently, packages delivered there are not registered in their system. I have a package valued at 900USD sent there and marked as delivered by UPS, but since iComgateway isn't processing it, my package is stuck with no recourse. Customer support does not respond either. Their website is still active and has no indication that they are having issues. On the internet, other users are saying that their packages are also lost after being delivered to Comgateway. Others are saying that they have been sold to new owners and all packages are abandoned in the old warehouse.

    Business Response

    Date: 08/08/2023

    I see that this issue has been resolved. The processing time by Comgateway was delayed however it was assigned to the account and shipped out under reference SGW-GQDC-S230713141 on 7/14/2023. There are no outstanding shipments or anything in storage on this account.

    Please let me know if there any other issues on this account.

    Customer Answer

    Date: 08/08/2023

     
    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.

    Sincerely,

    ***** Gan

  • Initial Complaint

    Date:07/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a squat shoe from TYR.com, and planned to use comgateway (CGW) and their parcel forwarding services. (I have used CGW countless other times)

    They have since gone bankrupt and have allegedly been taken over by someone else. (I did not know this prior to ordering my shoes)

    According to UPS tracking, my shoes arrived on (15/06/23). My shoes showed up in my CGW account on (22/06/23).

    However, the picture they provided did not seem relevant to my order. Thus, i opted to pay $5 USD extra for re-verification of the product on (22/06/23) (CGW states this process takes 1-2 working days)

    Right now, my item is "locked" and i can't do anything with it, crucially, i cannot ship it out. It is (05/07/23), almost 2 weeks after i opted for re-verification.

    Initially, they replied my emails with a copy-paste paragraph, saying they will resume operations next week etc...
    The last generated email i received from CGW was (27/06/23), and have yet to hear from them since.

    My package is being held "hostage" by them with no customer service. I am afraid they will not let me mail out my $200 pair of shoes.

    Right now, i have 47 days left of free storage in CGW. (Started with 60 days)

    I know countless other people experiencing this stressful situation, many of which have publicly complained on social media platforms.

    I really hope you guys can do something for me, as i cannot do anything, and they don't even bother to reply emails.

    Business Response

    Date: 08/07/2023

    The package referenced has shipped under SGW-CCGTN-S230708074 on 7/12

    Please let me know if there is any other issue I can resolve. The account does not appear to have any outstanding issues I can see.

  • Initial Complaint

    Date:07/04/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi ,

    i would like kindly seek help. i have 2 items that was delivered but not in assign to my account as well as 1 shipment that they did not sent out.

    when i try to contact them it is always the same standard reply over and over again. Now when i email or call, there is no response

    1. **********************- delivered on June 10, till today not in my account
    ************************************************************************************************************* 
    2. ********************** - delivered on the june 8 till today i have not see it in my account
    ************************************************************************************************************* ** ******************** - request to to ship out on 17 june till today not yet ship out

    Business Response

    Date: 08/04/2023

    9461236106033932353889 was received and assigned package ***************** on 6/30
    It was then shipped to customer already under reference ******************** on 7/10

    9405511206215895491636 was received and assigned ***************** on 6/30
    It was then shipped to the customer already under reference ******************** same as the first one

    The two packages above shipped on the same shipment via DHL ********** it was signed for by the customer 7/14

    ******************** was shipped to the customer on 7/5 - is was delivered by DHL  ********** and signed for by the customer on 7/8

    There are no outstanding packages or shipments on this customers account. The issues in the complaint have already been satisfied. We are sorry for delay, please let us know if there is any unresolved issues.

    Customer Answer

    Date: 08/04/2023

     
    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.

    Sincerely,

    *********************

  • Initial Complaint

    Date:06/28/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have an account with 'Comgateway Inc' trading as '*********' my account No: ********. They are a mail forwarding company. My problem started on 24th May 2023, We have goods sent to them in Portland OR and they notify me by email saying these goods have arrived and then I pay a shipping fee for them to courier (DHL) these goods to me in *********. I have been a customer of theirs for years and have had no problem. However, on 5/24/23 I paid $48.70 ( for package ********-**********) to be shipped, to date I'm still waiting for this to transpire. Also they have 3 other packages I'm wanting to ship ( Package No. ****************** ****************** *****************) since 31st May 23. When I go to pay for shipping with PayPal, they (HSG) have taken this function away and my goods are stuck in their account with me unable to redirect them to my address. I've emailed Comgateway several time and every now and again they reply with the same email saying they are moving to new address, there is no correspondence from them regarding services will resume only saying soon. That was over 1 month ago. There is a Facebook page called 'Comgateway gone dark', and hundreds of people from all different countries are in the same situation. There is NO communication from them at all. I just want what I paid for (shipping of my goods) and to pay to have remaining goods sent to myself. I've attached screenshots showing goods waiting to be shipped but *** assigned by courier, 3 packages waiting to be shipped showing no ability to pay only 'return to previous step', a history page showing they have moved package and archived it. Please can you help. Kind regards ** *****

    Business Response

    Date: 08/07/2023

    All reference shipments and packages in this complaint have shipped already with the following details.

    ***-MDQT-S230524122 - AWB ********** - shipped on 7/10/2023

    *****************, *****************, ***************** were all shipped in the same shipment ***-MDQT-S230705139 on 7/11/2023

    I don't see any outstanding issues on this account. Please let me know if there is anything else I can resolve.

  • Initial Complaint

    Date:06/26/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ComGateway advertises themselves as a freight forwarder/consolidator that allows purchasing of items in the USA and shipping internationally. We are a collectables business in *********, and signed up for their services, including paying a fee for additional "business" benefits over and above those given to private individuals. The company currently has 39 of our packages, and their website no longer works to ship our goods. They do not answer emails (many many emails sent), or their contact form on the website, or social media messages. Nobody answers the phone when you call, the only option is to leave a message, and they dont respond to that either. I believe the company is fraudulent and a scam, and there are many people leaving the same comments online - that nobody from comGateway responds, and they're stealing people's packages. I want a response from the company immediately or we will be filling charges with ******** police.

    ********************** ************

    Business Response

    Date: 08/07/2023

    This customer now has ************************************** our warehouse. There is no repack consolidation or shipment requests at all on the account. The customer can create Onebox consolidation or shipment request via their account and we will ship their stuff right out when payment and instruction has been made.

  • Initial Complaint

    Date:06/26/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    It has been nearly 2 months since I emailed them regarding packages in their USA warehouse which they haven't replied me. I have a huge package merged into onebox needs to be shipped but I can't proceed to final checkout, their customer service is unreachable and storage fee keep accumulating every day. There are also quite a few packages still sit in their warehouse and I am not confident to have them consolidate into onebox, cause they just took payment without doing anything, there are reviews from other clients of ********* stated that their parcels were not shipped even after they made payment. I would like to send request to get back all my packages.

    Business Response

    Date: 08/07/2023

    Please provide reference details. I see many packages on the account but there are no open Onebox or shipping requests. Is this issue resolved?

  • Initial Complaint

    Date:06/18/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Comgateway is a US based parcel forwarder to countries outside the US.

    I made a purchase with a US seller who sent my parcel to Comgateway’s new warehouse. It was delivered on June 9, 2023 but the business has not marked this as received or ready for processing.

    I demand an explanation and update into the situation currently at Comgateway where I believe many international customers’ parcels are stranded and not being processed. I also demand to know when my parcel is ready for processing so I can pay the shipping fee and have it forwarded to me as the rightful owner.

    My Comgateway ID is ********.

    Business Response

    Date: 08/04/2023

    This complaint has been resolved. The package in question was received and assigned ***************** and then shipped out under shipment reference  MYW-DGGW-S230625041 on 6/26

    Please let me know if there are any outstanding issues.

    Customer Answer

    Date: 08/09/2023

     
    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. I trust the business will implement the necessary corrective procedures to prevent this from happening to long-time paying customers again.

    Sincerely,

    Su-*************

Gateway Express Inc is NOT a BBB Accredited Business.

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