Complaints

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.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 writing about ComGateway, the forwarding service. I have a number of parcels that have been sent to my suite at Comgateway for forwarding. I have paid for 4 parcels to be sent to me. These have now gone missing with no tracking information available. Another 2 or 3 parcels were delivered by Amazon on 7 June and they are now missing and not showing in my account. the value of goods that Comgateway has is approximately US500. I have not been able to get hold of anyone to help.

  Business Response

  Date: 08/04/2023

  There is no specific shipment reference here but looking at the account under the registered email address it appears the shipment ***-DNYK-S230525123 in question has shipped on 6/20

  Please let me know if there are any outstanding issues I can resolve.

• Initial Complaint

  Date:06/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This company is used to forward purchases made in the US to overseas addresses. As an American living in **** ****, I have used this company for many years with no issues. However, since the beginning of May, they have stopped their service without warning to any customers. I have emailed them multiple times, finally hearing back only after I threatened legal action. They are currently in possession of at least 4 packages of mine (likely more), with a value over $1500 combined, and have no clear answer as to when they will send them to me. It has been nearly a month at this point. Their website has also removed their customer service phone number and chat feature at the same time this has happened, leading one to believe something else is going on.
  
  They claim it’s due to a warehouse move, although there was no warning of this at all. One day, I realized my packages were not being delivered. I read some reviews online and seems there are many people who do not have their packages. I had emailed their customer support asking for mine with no response until I threatened legal action. They responded that it would be ready in a few days, but a week later there is still nothing.

  Business Response

  Date: 08/04/2023

  There are no details regarding tracking numbers or shipping reference provided in this complaint. I have reviewed the account ***-FZDL with registered name ristopher O'Brien and it appears all packages and shipments on this account are satisfied. 

  Please let me know if there are any outstanding issues.

  Customer Answer

  Date: 08/11/2023

  The complaint has been resolved finally.

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had 7 packages delivered which do not show up in my account and hence I cannot access them to in forward them. Further there are 7 packages which appear in my account but which I am also unable to forward. The company has effectively stopped operating and is holding customer goods random. When I emailed the company (which is now the only way that you can get any customer support as they have no telephone number and have disabled their Live Chat platform (they they send a canned email reply that they are moving warehouses so cannot serve costumers for several weeks weeks while they moved warehouse. I note that a decision to move warehouse was clearly one that would disrupt their ability to run their business and serve customers but they did nothing to notify/warn customers (via email or n their website) in advance of taking that action. 8 of the packages that have been shipped and received at Comgateway to my account are for my wedding and honeymoon (including wedding rings and ring box for our wedding ceremony) which is in 2 weeks. I need the items now or they are of no use to me and it will be too late to return them. The combined cost of the goods which they are holding ransom (stolen) that I need NOW for my wedding is US$254.

  Business Response

  Date: 08/04/2023

  This email address and phone number are not registered with us. And we have many *********************** in our system. Please provide the registered email, phone number, or account number with ********************** so we can properly respond to this complaint.

  Customer Answer

  Date: 08/04/2023

  The account email is ************************ and the account number is C/O SGW-CSYMT

  Business Response

  Date: 08/14/2023

  I am sorry for the poor experience and notification to customers regarding your complaint. Comgateway literally went out of business and then sold to a new owner. Nothing was planned in advance. I have reviewed your account and it looks like you do not have any outstanding shipments. Please let me know if there is something I can help resolve regarding packages you have in the warehouse I can help get on their way for you.

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made 15 orders in various online stores and have had them sent to my ********* address in Portland in the US, there orders were made from late March to just last week. I have used this service for almost 18 months with no issues until yesterday. I went to put 14 of these orders (The 15th is still on its way to my ********* address and that is fine) into a Onebox order which is where they will put all of my selected packages into a Onebox order to save me money on shipping costs as I have done 6 times previously, before I pay for the total reduced shipping cost once all of my orders are in their new bigger box. Instead of me being able to put the order through I got an error message saying that “Due to labor shortages they are not offering their One Box service”. This is highly unusual and has never happened to me before. I then went to try and just ship the package that I have that was on its last day of free storage at their facility yesterday to see if I am just able to ship that one on its own, instead of me being able to proceed and put that order through I got a different error message saying that they are currently moving warehouses and have stopped their business temporarily. ********* has never notified me by email or on their website that they are moving warehouses or that anything else is happening with their business it’s only until I go to use their service as I have always done in the past that things start to go wrong. To add to my confusion and stress the live chat function for customer service on their website has vanished and when I do leave a customer service email through their website I get no answer. I am REALLY concerned because as of tomorrow their website starts charging me storage fees for packages that their own website won’t allow me to ship on time at all. I have spent a lot of my hard earned money on the items inside these packages and I want to be able to receive them as I always have been able to until now.

  Business Response

  Date: 08/04/2023

  I understand the frustration here as the company was shutdown and then in transition during possible purchase by a new company. This is now all complete with the company under new ownership. This has all been resolved and from what I can see on the account the direct issue is also resolved now. There are some new current packages on the account but I see no issues regarding complaint on our end anymore.

  Please let me know if there are still any issues.

• Initial Complaint

  Date:05/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 forwarding service that provides a physical location for people to deliver their items to, within the US.
  
  Recently, they haven't replied to any of my emails and I have six parcels with them, total value of up to $500 usd.
  
  I started engaging their services from the start of May 2023. They're completely unreachable and there's an outrage of disatisfied customers on their Instagram page as well as other review pages.

  Business Response

  Date: 05/26/2023

  Dear Customer,
  
  Comgateway is transitioning ownership, and they offer their apology for the inconvenience caused to you. This was a sudden development, and the new owners appreciate your patience, and will be in contact with you as soon as possible.
  
  Thank you,
  

  Customer Answer

  Date: 05/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. Transitioning ownership does not consist of having YOUR customers to be in distress about the whereabouts of their packages regarding only service you offer. I do not understand the service breakdown without prior heads up.

  2. A change of warehouse location while if any NEW customers sign up, they're still going to redirect their packages to your OLD warehouse because the address is still stated on the website in every individual's account? 
  

  3. My packages that arrived cannot be tracked, onebox does not exist, lack of manpower as stated on website.

  4. Items that arrived before your website or company's breakdown have been paid for but NOT shipped out? Many of your customers are also experiencing the same thing?

  I'm hearing the storyline of a lack of manpower, a change of warehouse location and now a transition of ownership, all happening at the same time.
  

  How is your management dealing with the customers and why are the same employees allocated to manage the front-end (shipping / customer service / website) also having to manage the backend (ownership, transition..)? 

  
  Sincerely,
  
  
  
  *** *** ***

  Business Response

  Date: 08/03/2023

  The transition was not planned as the original Comgateway literally shutdown and ready to walk away. It was only days later that interest from potential buyers came in to purchase the company and do their best under the circumstances to satisfy existing customers orders in the warehouse.
  
  The new address for the warehouse move has been provided on the website as well as in our customers accounts. Also, any deliveries to the old address are being redirected to the new address by the couriers. 
  
  Yes, there was near complete stop of all work relating to customers normal business when the company shut down.

  I see that the shipment SGW-CDJLS-S230524004 from this complaint was created and paid for on 5/24 and did ship on 6/7. This customer has also continued ******************** a few parcels here since that shipment. They had another shipment on 6/12 which then shipped on 6/14. They also have another package still in our warehouse that arrived on 6/15 but have not paid or provided and shipping instruction as of yet. 

  This complaint has been resolved outside of BBB already.

• Initial Complaint

  Date:05/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 freight-forwarding company which provides people with a warehouse location to ship domestically in the USA to them and then you pay to have the package forwarded to you in another country. I have used comGateway / HopShopGo (alternate name) at the Portland location for almost 10 years.
  
  I get packaged shipped their and they process them and hold them until you are ready to ship them internationally.
  
  On Wednesday, 17 May 2023, I had a packaged delivered to the Portland warehouse and assigned to my account for shipping. I paid for that shipping for DHL Worldwide Express totalling about US$50. The package is usually shipped on the same day - at the time of writing this it has not been shipped and there is no reply on social media or via their customer support.
  
  Further, I had another package being delivered there via FedEx which was out for delivery on Thursday, 18 May 2023. FedEx attended the premises and there was a tracking scan saying "Business Permanently Closed." I contacted FedEx and they said they would attempt re-delivery. On Friday, 19 May 2023, they attended to deliver the package and the business was always closed.
  
  Today, Monday 22 May 2023, the same package was attempted to be delivered again and the business was closed.
  
  My fear is that the company has gone bust and is not informing it's customers, while still holding their packages and taking the money to ship them internationally, which isn't occurring.
  
  Their Facebook page has numerous other people experiencing the same issues but over a longer timeframe (a week or two (2)).
  
  Ideally, I would like the package I have paid to have shipped to be actually shipped and an explanation as to whether or not the company is still operating.
  
  The days / dates mentioned here are in Australian time.

  Business Response

  Date: 05/26/2023

  Dear Customer,
  
  Comgateway is transitioning ownership, and they offer their apology for the inconvenience caused to you. This was a sudden development, and the new owners appreciate your patience, and will be in contact with you as soon as possible.
  
  Thank you,
  

  Customer Answer

  Date: 05/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business has still not contacted its tens of thousands of customers and given any general information about what is happening. Customers are commenting on their social media accounts and are very concerned. They have packages which the company has possession of and they only provide a certain amount of days free storage. After that, customers have to pay for their storage. Customers want to be reassured their packages are safe and whether or not they will have to pay storage fees on the time between the company moving (which has been a couple of weeks now). 

  Further, other people have had packages which were delivered to the company's address which were "Rejected by Receipient." FedEx commented that the address is permanently closed and were returning all items to sender. UPS said in response to customer complaints that the address had rejected hundreds of parcels per day and they are being returned to sending. 

  Due to customers not being informed with a wide-ranging email, some customers are still having items shipped to the old warehouse as they have no idea what is going on. Others who have had packages returned to sender are now in limbo as some merchants wont refund packages which are returned to sender. This has nothing to do with the customers as it was out of their control.

  Resolutions: 

  * Please contact ALL of your customers - both HopShopGo and comGateway to let them know what is happening to prevent further financial pain and uncertainty. 

  * Please clarify what will be happening with storage fees which may have been incurred during this period, despite the customer not being able to ship their packages or have any control over them.

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

  Business Response

  Date: 08/03/2023

  This customers complaint was resolved outside of BBB within days of this filing. I see their shipment in question did ship a few days late on 5/22. They also mention refused deliveries, those deliveries were never in Comgateway possession and had been returned to the shipper as the company had shutdown. The rejection resolution is asking for things outside of their own account or issues and demanding to correct any and all issues on social media or otherwise for all customers. This is unrelated to the customer and their complaint. There is no further activity on this account or any of their packages in Comgateway storage.

  Business Response

  Date: 08/04/2023

  As stated in the previous response. This customers issue was long resolved, there are no outstanding shipments or packages in Comgateway possession for this customer. The resolution they are requesting has nothing to do with their account and demanding that a defunct company take back their response to going out of business. I'm very sorry this has happened to the customer but ********************** satisfied the issue with their shipment and any problem on their account.
  If there is anything we can do to help with account issues for this customer we would love to help. They are rejecting the response due to bad social media postings. These are outside of our control and not related to the customers business with Comgateway. 

  Customer Answer

  Date: 08/07/2023

   
  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.

   

  The company subject to this complaint comGateway are still ripping off their customers by holding their packages at ****** and not responding to customer service enquiries for weeks or even months. Avoid at all costs. 
  
  Sincerely,
  
  ****** M

• Initial Complaint

  Date:05/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an international parcel forwarder.I sent them two different parcels, one bearing no ***************** and other I don't remember, since their website has stopped functioning.They were to be shipped to my home *************.On 11th of May, I paid them via my debit card a sum of **** ****** RUPPEES., via their website, for the delivery charges to ***** by DHL courier.I did not receive any confirmation for payment made, neither I received any tracking number from them.Their website has all of a sudden stopped functioning.On their ******** page, there are multiple complaints, just like me since last 1 month.The parcels that are to be sent are worth 82 USD plus I paid **** RUPEES for DHL.This behaviour is completely horrendous.Please help resolve this issue urgently. and make them *************** to my address in *****.I am highly indebted for any help rendered by BBB.

  Business Response

  Date: 05/26/2023

  Dear Customer,
  
  ********************** is transitioning ownership, and they offer their apology for the inconvenience caused to you. This was a sudden development, and the new owners appreciate your patience, and will be in contact with you as soon as possible.
  
  Thank you,
  

• Initial Complaint

  Date:05/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 engaged with comGateway to Ship a product for me from the US to Australia. They have received the product, but there is no explanation on the steps to ship the product from them to me, I have provided my address and card details, I have looked everywhere on their website, left an email which no one is responding to, tried calling to which it asks for an employee number input then hangs up. I have even gone to linkdin to reach anyone, no responses. Also on linkdin customer support employees have their account restricted to prevent access to them.
  The order is needed before May 20th.

  Business Response

  Date: 05/15/2023

  ****** ****** ( ********* ) recently opened a new account with us on 4/27/2023. This is their first time using our service and they are not familiar with the interface or process to ship their parcel with us.
  
  We have an email inquiring how to perform the action in the complaint received on 5/7.
  We then have an email 24 hours later on 5/8 informing us they have filed a complaint with the BBB.
  
  However we regret that we were not able to respond quicker, we were not given proper time before such a complaint was filed. There is no error in the system and the issue is the customers unfamiliarity of a new interface and service.
  
  We have reached out 5/9 via email to respond to this issue directly and the customer has successfully performed the action on the item in her account to make it eligible for shipping. We have not heard back from this customer and no shipping arrangement had been made yet.
  
  
  
  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20034640
  
  I am rejecting this response because:
  
  They are lying and have no intent on being accountable. I have proof also, If you call their phone number there is no way to reach a person and it will hang up, the chat service is disabled, their social media is full of people in my position and they are ignoring them.I initiated all contact repeatedly, In the emails I requested a direct point of contact and number but was not provided it, I reached out to many staff on linkdin which are not responding also with customer service staff restricting access to others on linkd in so you cannot contact them. I have facebooked which has been seen and left unresponded. I initiated multiple emails and received one very late which did not answer or resolve my concerns, I explained via email that there is no way to select or alter the supplier name and provided a screenshot showing this, I also provided the name of the company in my response email in the format indicated and had already declared the price prior to complaint anyway. The fact they are saying I have not responded or it is not an issue in the system or that they are responding even remotely professionally is completely disgusting, a blatant lie and insulting whilst further wasting my time. I am leaving the country and they know this yet are completely lazy and unbothered by their unacceptable behaviour! It is causing stress and is repulsive behaviour.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/26/2023

  Dear Customer,
  
  Comgateway is transitioning ownership, and they offer their apology for the inconvenience caused to you. This was a sudden development, and the new owners appreciate your patience, and will be in contact with you as soon as possible.
  
  Thank you,
  
  

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have blatantly lied to me and the BBB as I have proven, they have withheld information, communication and have been deceptive. Also indicating a charge for product help, I require my product shipped immediately free of charge.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/03/2023

  Dear *************************,
  
  I have been reviewing your account and your ******************** filing. I understand you have had a very poor experience with your ** purchase and shipping from Comgateway. The company has recently gone out of business just two weeks after your order arrived in their warehouse. During the process of shutting down it is now under new ownership. I would like to help you make sure you can get your purchase shipped.
  
  I have confirmed your Little robot by Whisker ***************** is here and ready to ship. I have reset the storage so there will be no storage fees. You can also use promo CGWTENOFF to get 10% off the shipping.

  I understand this has been a very frustrating experience however we cannot provide free shipping.

   

  Regards

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

  Customer Answer

  Date: 08/14/2023

  DID NOT RESOLVE ANYTHING

  Customer Answer

  Date: 08/20/2023

  That is not good enough, there was plenty of time to communicate with me and notify me of the matter. I have written to them since and they have not responded, there is no excuse, I require my product sent free of charge.