comGateway

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 best service ever, love it so much, great service which is working very hard to delivery your package

I have had it up to the eyeballs with this company. They are incredibly difficult to deal with - they do not provide any means of contact except live chat function (which doesn't work half of the time) through your account, and email - which takes a day or longer to get a response.

My biggest frustration: they are not transparent AT ALL about their pricing. I have repeatedly asked for a breakdown of all of their fees, charges, and shipping costs and the agent just directs me to their website. However, they do not list all of the fees and charges on their website, which you only find out when you go to ship and they slug you with hidden costs. You cannot use the shipping cost estimate on their website - it means nothing.

I have had to escalate every slightly technical question I've had to the Customer Service Supervisor, Neil, because the other agents cannot answer such questions. Then with the tough questions (like pricing), Neil goes back and forth for about a week or two not answering my questions and has failed to elevate the issue to his manager even when repeatedly asked.

I do not understand why it is so difficult to give customers a complete breakdown of all the fees and charges being applied to shipments. That is a basic business requirement and it is certainly unethical and highly questionable business practice not to. I have been asking because the charges being levied are very high and are not in line with all of the fees I understand to be LEGALLY applicable to my shipments.

My next step is to make a formal complaint to the District Attorney's office in Oregon and the Better Business Bureau, so that other potential customers can make up their own mind whether they should be dealing with this company. I recommend that you DO NOT.

Edit: Was contacted by Neil over the phone, and provided with a great resolution as well as credit. We agreed that this would be re-forwarded to a different address, as well as being given a complimentary hold on my account. I consider this matter now resolved, and would like to thank Neil for his time and effort:)

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I emailed ComGateway asking if a battery case would be able to be sent out. I received a reply stating 'Yes' this item CAN be shipped out, as long as they repack it in a type of packaging.

After the shipment arrived at my address, I received another email stating that it had been re-packaged into the proper shipping box, and was preparing for shipment.

I then received an email stating that my shipment was now CANCELLED due to the battery not being allowed. This is UNACCEPTABLE, as I specifically asked them BEFORE shipment if the battery was allowed. They mentioned that YES, it WAS ALLOWED to be shipped.

Now they are wanting to charge me $4 to return it. This is UNACCEPTABLE, and I request a full refund for the cost of purchasing it.

On the front, Comgateway looks good with decent shipping rates. I have shipped with them several times and there were no issues with them until i had some shipments from Amazon. Comgateway blocked the account and claimed that the packages have been returned to Amazon.

I contacted Amazon a week later on the returned packages and to my surprise, they informed me the packages were indeed returned BUT Comgateway actually contacted Amazon and got them to refund the purchase costs to their account instead (in the form of GIFT CARDS).

Despicable actions by the company. Read through the reviews and you will find some with similar experience

Updated on 23rd April: Comgateway tries to act innocent in this case. I agree when there is no problem, the company is pretty good however these incidents (couple of others, You know it CGW) shows how despicable the company is. Contacting Amazon to refund the return to their account since they are in actual fact the recipient and not us. BEWARE OF CGW SCAM.

I ordered through ComGateway to ship Colourpop Cosmetics to the UK due to no shipping service to the UK being provided by Colourpop as of yet. I ordered through their 'buy for me' service in which i entered my order and URLs of the products i wanted purchased and ComGateway buys the products for you if you do not have a US debit/credit card. There is a small fee for thid depending on the price of your order but i believe it is 10% of the order price. (I was £6)

After your order is placed ComGateway send you an email confirmation of your order and then send you another email to notify you when the order has arrived at their warehouse in the US and is ready to forward to your UK address. You do not get charged for the forward shipping until the order has reached the US warehouse as they need to weigh the item to determine the shipping price. That is one of the only downsides as you cannot really estimate what your shipping price will be if you do not know your items weight. However, i had quite a large order and my shipping cost around £22 altogether.

I had a voucher code for a free upgrade to express shipping when i paid for my shipping, so i would definitely recommend looking for a voucher code or choosing express delivery as my order came in 3 days! ComGateway provide a very detailed tracking system to tell you exactly where your package is at different times of the day and which is updated very regularly.

Overall i would highly recommend to anyone looking for a package forwarding service from the USA to Uk.

Dec 2015: My sister's order was delivered to my account mistakenly, and I wrote to CGW asking them to re-reroute it to my brother's account (for consolidation with other purchases). I gave them the exact details, and they said they would get it done.

March 2016: The package was still not received at my brother's account. I wrote to CGW asking them what the heck was going on. They write back saying that I had instructed them to discard the package and it was discarded in Jan 2016. --> EXCUSE ME? WHO ON EARTH ASKS FOR THEIR PURCHASES TO BE DISCARDED.

ABSOLUTE NEGLIGENCE.

They were apologetic. FINE. BUT. Up till now I am still fighting a battle for a full refund of the USD43, which translated to SGD 62.75 at the time of purchase. And they CANNOT even get that sorted out. Lousy excuses like they can't transfer the money to me, or credit it to my card because the purchase was made with the merchant and not through them. They can only use paypal, which charges an admin fee per transaction. Why should we be penalised for their error?

SERIOUSLY. What kind of stupidity do we need to deal with as customers?