Tazbo D.

Bought one their keyless locks from Amazon to install in Japan.

When I needed a replacement part, the customer service was top notch. Helpful, fast, and absolutely no haggling about the warranty. Shipped in a flash from the US to Japan.

It doesn't get any better than this.

My DHL consignment was delayed because the content of every individual package was given the same description. It was clear just from looking at some of them that the description was wrong, so customs held them and opened every one. The error in the documentation might have been the fault of the carrier or Comgateway. That's not clear -- and no one is telling.
Delays are also caused by admin and customer service being located in Singapore, while the physical operation is on the US west coast. There's a huge time difference between the two locations, so the receipt of a package at their depot might not be notified to the client and registered online until a couple of business days later. A client has to wait till this process is completed before forwarding can be requested.
Comgateway consolidates, but does not pack items together (unless you pay extra), then it charges for the rounded-up-to-the-nearest-half-kilo chargeable weight of each item separately and adds them together. This makes the amount payable somewhat greater. For example, two separate packs of tissues would be a chargeable half kilo each.
I found customer service often slow to respond, then a tad argumentative. They were unhelpful with a simple request regarding billing, and at least one message received no response at all. The only options for contacting them are email, and online chat during Singapore working hours. No phone number.
On the positive side, I do like the way they scan invoices/packing slips supplied by merchants and allow clients to view and download them. The online interface is good. And all my items did arrive in good condition.
Not my worst experience with a forwarding company, by any means, but I believe they could have done much better.
I will not be using them in the future.

The US Better Business Bureau believes the company could be out of business. Here's what the BBB says (among other things) at http://www.bbb.org/northernindiana/business-reviews/commercial-products-wholesale-and-distributor/viaddress-distribution-in-elkhart-in-*******:

"""Out of Business

According to information in the BBB files, it appears that the company may no longer be in business. The phone numbers the BBB had on file for this company are disconnected. Mail sent to the firm was returned by the post office."""

Having said that, the number the BBB has at the given URL and the one at the Viaddress site still ring and get answered by voicemail (Not good, but not disconnected.), and several items I sent to my Viaddress unit number last month were received there and signed for in several different names. Plus they have still been responding to some emails, albeit with an unacceptable delay.

Interestingly, the BBB also gives another address for the company in Elkhart, Indiana. On Google Earth, it looks like a residential property and in a Google search it turns up as the location of an aircon firm, a locksmith, and other outfits. Curiouser and curiouser.

The additional address is only a short hike from the current given address that we all have.

For what it's worth, My Fedex shipment was received from Viaddress on Nov 13. Weight of the received boxes was 20.24lb. Combined volumetric weight of the received boxes, according to the Fedex online calculator (and the DHL online calculator, for a cross ref.), was 32lb. To ship a consignment of that chargeable weight to my home country costs $103.06, according to the shipping calculator at the Viaddress.com website.

However, Viaddress did not repack items according to my very specific instructions that were acknowledged by email. After the consignment sent by Viaddress arrived, I repacked it myself according to my own instructions. All items fitted easily into a single 19 inch x 11 inch x 13 inch box. The box's weight was only 16.72lb, to give a total volumetric weight of only 20lb. To ship a consignment of that chargeable weight to my home country costs $77.34, according to the shipping calculator at the Viaddress.com website. The total given value of the consignment was $380. A 1% mandatory insurance charge would add $3.80, for a grand total of $81.14. This was the service that should have been provided and the total price that should have been billed.

To date, I have paid Viaddress $87.15 plus $56.66, for a total of $143.81. Two payments were made because Viaddress sought payment twice through its website. I made a second payment only to avoid additional delays with my shipment. It was not clear that Viaddress had not followed my instructions and had unnecessarily repacked my items into two separate boxes that look like they were recycled from the local supermarket. (I kid you not.)

I have made numerous attempts to call Viaddress at its given telephone numbers. Voicemail answers at all hours of the working day. Online chat at the Viaddress website is permanently offline. Queries by email of the amount charged by Viaddress have gone unanswered.

The only good news is that they finally sent my dogs and I our goodies, instead of wearing them, eating them, and squeaking them — as well as overcharging us for the privilege of being ignored.

I'm working on getting a refund and I won't be using their services again.