comGatewayReviews 182

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.

I have been a loyal customer for years and never suffered a lost parcel... until last year. My $600 parcel was delivered but it never appeared on their system. The items in the parcel were one-of-a-kind and irreplaceable so I was devastated. A year later, I decided to give them the benefit of doubt and mailed two parcels to CGW. Both arrived on the same day and time, but the one parcel that was mailed to their new address was lost. Learning from my previous experience, I contacted their CS immediately once I noticed one parcel was not appearing in their system. I requested a search of the warehouse but they still couldn't find my parcel. It was worth $125 not including shipping, and also irreplaceable. I couldn't believe this was happening again consecutively. This time I was sure it was the fault of CGW and not USPS. After going back and forth with the CS rep for months, I was refunded half the item cost in CGW credits (with an expiry date of a few months). I am not sure how/why another reviewer managed to get a refund on the entire cost of the item including shipping fees. I don't know if I will get to use the credits since I can't send anything of high-value to CGW in confidence now if 50% of my items go missing all the time. I used to recommend CGW to all my friends but I can't do that now. Since the pandemic, they have also introduced a "crisis surcharge" which they did not notify customers of via email. You will only find out about it at checkout, which I don't find ethical. To their credit, their CS reps are nice and professional, but my problem hardly ever gets resolved.

I sometimes browse US websites hoping to buy merchandise that aren't available in the Philippines. I would get discouraged by the international shipping fees, and some merchants don't even ship internationally at all. When I discovered that you can use freight forwarding companies to ship your US shopping home at a cheaper price, I checked out all the companies and went with comGateway. Needless to say, I made the right choice.

ComGateway's customer service was easy to talk to, which I appreciate very much since it was my first time to use this kind of service. My packages arrived in good condition in less than a week. I really appreciated the shipping discount and express shipment upgrade on my first shipment. I will definitely use their services again.

Been with comGateway for the last 5~6 years mainly to ship things I can afford to lose(I had an incident where an item was missing once... contacted customer support and was refunded the value without any hassle). This time I shipped a $3,600 worth package and received it in perfect condition. I was worried about the laptop getting damaged in transit but repack team did an amazing job in adding an extra layer of protective cardboard box with spacers according to my request. Thanks a lot!