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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:07/25/2023

    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 baught some cloathing online and shipped it to HopShopGo. HopShopGo partner with paypal and provide shipping services from the ** to the rest of the world. The parcel is marked delivered by ***** but it does not appear on thier website. I have tried contact them to clarified but there is no response. *** tried calling but no answer.

    Business Response

    Date: 08/04/2023

    This package has been received, assigned to customers account as ***************** and shipped to the customer under ******************* on 7/27. This issue is now resolved. 

    Please let me know if there is any outstanding issue.

    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,

    Zaiferez ******************

  • Initial Complaint

    Date:07/21/2023

    Type:Service or Repair 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 freight forwarder. They have several of my items that I had paid for and shipped to them. 1. They are not processing the items I have shipped to them, so I cannot get it forwarded to myself, it has been over a month. A few items have been delivered to them but are not showing up on my dashboard. 2. For a package I have already paid them to forward to ******, they have billed me but there is no sign of my package even after 4 weeks. I have paid $120 - if they couldn't deliver it, they should have never allowed me to be charged. This dresses are needed urgently for my sister's wedding. All in all, I have over $1,000 worth of items sitting with them and with no way of being able to get hold of it. I have written several emails begging for help and all have gone unanswered.

    Business Response

    Date: 08/04/2023

    For shipment SGW-CFHKX-S230626024 it was shipped out on 7/21 it is stuck on hold with DHL awaiting payment most likely for the duties and taxes on your end. I have reached out to DHL for details on this. It is possible they could not get a hold of you to pay this and schedule delivery. We will contact you with updates when we get them from DHL/Customs.

    For ***************** is was in review for DG shipping but has now been released to your account properly. 

    Customer Answer

    Date: 08/04/2023

     
    Complaint: 20355256

    I am rejecting this response because: thank you for checking on the package shipped to ******. I have gotten them to release it already. However I still havent heard back from comgateway on the 2 missing packages that were delivered by Vionic shoes on the 7th of July. Pls kindly locate and add them to my account. Screenshots attached. 

    Sincerely,

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

    Business Response

    Date: 08/08/2023

    Can you please provide the tracking numbers for the two packages from Vionic. We cannot locate packages by the merchant order number you provided. We need the courier tracking numbers.

    Customer Answer

    Date: 08/15/2023

    Hello, my job is still incomplete. As I have mentioned, I have two items that were delivered that ComGateway has yet to reflect into my account. I want these to be found and added in so I can forward all my items to myself. 

    They have sent me an email stating they will start charging me for storage but I cannot ship my items until they are all located and put into my account. I tried to contact their customer service but have received no reply. 

     

     

    Customer Answer

    Date: 08/15/2023

    Sorry I just saw the request for the 2 tracking numbers from ComGateway - pls send this onto them so they can locate my packages

    Package 1 Tracking Number:
    9261290322736042341516

    Package 2 Tracking Number:
    9261290322736042346467

    Customer Answer

    Date: 08/19/2023

    Hello, my issue hasn't been solved yet, and I have sent the information that the business requested to locate my 2 missing packages, but I have not heard back from them. Can you pls help me get an answer from them on this? 

    Business Response

    Date: 08/25/2023

    Both packages were found and assigned to the customers account as ***************** - ****************************** and ***************** - 420972539261290322736042346467

    They had been misrouted to another division in the building due to no account / suite number on the labels as instructed. But they have been located and are ready to ship now.

    Customer Answer

    Date: 08/30/2023

     
    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:07/19/2023

    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.
    I have availed Comgateway's services to ship a package from *** to ********* but there has not been any progress since July 6 2023.Attempts to contact the company via official email address, through the website portal, and through social media did not result with a reply.As such it appears that the business has gone dark and I would like to retrieve my package.

    Business Response

    Date: 08/04/2023

    The shipment in question SGW-CCKXR-S230706079 has shipped already on 7/19

    Please let me know if there are outstanding issues.

  • Initial Complaint

    Date:07/18/2023

    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.
    I have been trying to contact the business about packages that arr shown by **** as delivered to the address, but they are not responding. I have used this service for many years, but suddenly they are not responsive and my packages are stuck there.

    Business Response

    Date: 08/04/2023

    This customer has two accounts registered under the same email address with us.

    SGW-KTCJ and ***-JVY

    There are two tracking numbers provided in the screenshots 9400108205496924737262 and 9405508205496920458331

    Both have been received and already assigned to the customers account ***-JVY

    9400108205496924737262 = *****************

    9405508205496920458331 = *****************

    Please let me know if there is anything outstanding issue.

     

    Customer Answer

    Date: 08/07/2023

     
    Complaint: 20342016

    I am rejecting this response because I still have one more package with tracking number

    9400108205496963293064

    that was delivered on 22 July, but not yet assigned to my account.

    I am waiting for this one more package, so that I can ship all the packages now waiting to be shipped.

    I have used HSG for many years *** in the past packages were assigned within 1-2 days of receipt at the warehouse, but now suddenly the process has become so slow and unreliable.

    Please assign my remaining package immediately, so that I can ship everything as soon as possible.

    Thanks.

    Sincerely,

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

    Business Response

    Date: 08/22/2023

    This package was received in our system on 7/28 as 9400108205496963293064 / ***************** and was requested to ship out with 3 other packages on 8/8 as ***-JVY-S230808249 which shipped out on 8/8.

    Are there outstanding issues I can resolve? I don't see anything outstanding on the account or that we have anything in our warehouse for this customer.

    Customer Answer

    Date: 08/25/2023

     
    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:07/18/2023

    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.
    My order was delivered to my Comgateway address on 15 July 2023. However, despite multiple emails and web messages to Comgateway's customer service, I received no response until now. I would seek a clear response from Comgateway as soon as possible about whether or not has received my parcel in its warehouse or has already rejected my delivery so that my order can be returned to the seller. Also, whether or not Comgateway is still open for business after the ownership transferred as mentioned in some other posts here. Thank you.***********************

    Business Response

    Date: 08/03/2023

    This package was received by Comgateway and took longer than normal to process. It has since been assigned to the account and the customer has now paid for and arranged ******************** under shipment SGW-CGPXC-S230727015 which was shipped out tot he customer on 7/27 already.

    Please let me know if there is outstanding issues regarding this complaint.

  • Initial Complaint

    Date:07/17/2023

    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 did not work on my delivery requests for the past 1 month. I have paid the courier charges and still no action from comgateway to deliver parcel.Asked them to review and update my other package, and still no response from them since 27 Jun 2023.I just want comgateway to deliver both packages to me, and close this case. And they have been taking terribly long to do this.

    Business Response

    Date: 08/03/2023

    I see this shipment SGW-CDXKQ-S230705023 was created 7/5 and did not ship until 7/25. I do not see in the system why this was delayed so much other than company resources due to the situation. However, this is completed now and shipped off to the customer. 

    For package ***************** it appears to be ready to go and fully inspected on our end. I have unsubmitted and resubmitted the package for the customer. This hopefully will clear out the issue they have showing the package is "in review".

    I'm very sorry for delay, please let me know if you still cannot act on the remaining package in your account and I address further if needed.

    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.

    I logged into my comgateway account, and they truly have updated their system to let me ship out my parcel. I was able to execute the delivery action, make payment for the courier charges for ********* delivery. Now awaiting to receive my parcel in *********, to close this case with comgateway for good.


    Sincerely,

    ***********

  • Initial Complaint

    Date:07/15/2023

    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.
    Comgateway is a company that forwards international parcel. My parcel has arrived their warehouse in mid june and till date it is not on their system and I am at a limbo at where my parcel is right now as they are not really helpful and responding to daily follow *** on my email. I understand that it was a period of moving warehouse then, so things might be a little slow going. However, they have announced that the move is done and the banner about the move has already been taken down from their website, suggesting that they should be back to normal. As my item is a very expensive item, i sincerely hope BBB can help me with my item so that they can quickly deliver it.

    Business Response

    Date: 08/03/2023

    I see we received this into our system on 7/28. I'm not sure of the delivery date stated with ***** and when we received on our dock. However, as you know by now it has been assigned to your account and you have already made shipping and payment arrangements.

    I'm very sorry for the delay, let me know if there are any other outstanding issues.

  • Initial Complaint

    Date:07/13/2023

    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.
    I have shipped packages to them so they can combine them in one package and deliver it me. There is no response from them, and they don't respond to my emails.

    Business Response

    Date: 08/08/2023

    Please provide specific details that we can act on. I don't see any outstanding requests or unanswered emails on the account registered to this email address. There are two packages on the account that are prohibited to ship to to the customers destination. They are aware of this and have not responded with the details we need. We have requested return label and instructions but no response from the customer. The packages are waiting in storage until we receive instruction from the customer.

    We will assist as need to resolve any issues on the account.

  • Initial Complaint

    Date:07/12/2023

    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.
    a package was sent to this freight forwarding company on 28th June 2023. They have been holding this package "for review" for 2 weeks. I have sent out multiple email for many days. No replies for any of the emails. I have tried calling their phone at 503-420-5192 it is always not answered. I need this package released to me as they have committed to provided shipping services if items are shipped to their warehouse. Now they are holding my packages for no reason and are not replying at all. Please help me to get in touch with anybody who can help me get my package back to me. Thank you. Regards, ***

    Business Response

    Date: 08/08/2023

    Review on the account shows this package was delayed however it was shipped to the customer with reference ******************** on 7/14/2023.

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

  • Initial Complaint

    Date:07/11/2023

    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.
    I purchased a package online from US totalling over $1000 to be shipped to Australia via Comgateway. The tracking number for my package to comgateway is ****************** the delivery company says they delivered it to comgateways address. On comgateways website when I put in the tracking number it say it processed it on the 27th of June 2023 but I am yet to receive an email and it has not shown in my account. I have attempted to contact there customer service team for the last week and half and have sent several email containing my tracking number, invoice/order summary of purchase and screen shot from there website showing they have received my package with no response. I would like an update on my package and arrange for it to be sent to me.

    Business Response

    Date: 08/08/2023

    Review of this account shows this is the one and only package we have received for this customer. The processing was delayed however it was assigned to the account and shipped to the customer with reference ******************** on 7/14/2023.

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

Gateway Express Inc is NOT a BBB Accredited Business.

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