Gateway Express Inc

We have replied to the customer and they are now satisfied with our solution, see below:From: *** *** Date Sent: 2015-08-00:19To: ***@comgateway.comSubject: Re: Pre Arrival Case: Package Assignment - Others ***Body:Dear Faith,Thank you for
your attention in this matterI appreciate you working towards making amends for the misunderstandings and charge concerns.I look forward to receiving the refund and shipping the package and putting this in the past.Sincerely,*** ***Hong Kong*This email and any attachments are intended only for the addressee and may contain information which is confidential and privilegedIf you are not the addressee you may not use, disseminate or copy this informationIf you have received this information in error please notify us immediately and destroy this email and attachmentsThank you.On Sun, Aug 9, at 1:PM, comGateway Customer Service wrote:Dear ***, Your email was brought to my attention and I understand your concern regarding the package *** with missing bottle of health supplementPlease allow me to assist you further as I handle your case and to ensure that it is resolved to the best of our ability. First off, we apologized if you were not able to receive our email sent on August 2, Kindly help us check that this is your accurate registered email address - ***@GMAIL.COM? If your email is accurate, there is a chance that our correspondence has been channeled to your Spam Folder or Junk MailboxYou may check those folders for our email responses and notificationsTo avoid this, please add our contact, ***@comgateway.com to your Safe Sender listPlease refer to your email provider if you are having trouble adding us to the list. Secondly, we recognized that you intend to ship the package *** (with missing bottle of health supplement) together with the other two packages on August 5, As such, we have canceled your request to discard the package and we have submitted it to your account. To ship this package on a separate shipment will incur another base charge of US$ Thus, as a gesture of our appreciation towards your relationship with us, we would like to issue a refund for the amount of US$ in the form of CGW$ vouchersThese can be used to offset the base charge when you arrange your package for international shipment. Within the next to business days, you may expect the following system-generated emails:1. An email stating that your refund has been issued and is available online.2. An email stating that your package *** has been submitted to your U.Saddress.Lastly, once your package and the refund are available online, you will then be able to begin processing your shipmentTo apply the the CGW$ vouchers, you may input the desired amount at the "Rewards Redemption" section of the checkout process.Should you have any further queries in the meantime, please do not hesitate to let us know.Once again, we thank you for choosing comGateway, and hope you enjoy your purchases! Warm regards, FaithcomGateway Customer Service Supervisor***@comgateway.com

Gateway Express Incoperates a receiving and shipping service from a warehouse in Portland OregonMr*** shipped a package purchased by Mr*** to our warehouse as instructed by his customer Mr***The package was received at the Gateway Express Inc.’s warehouse, and our customer,
Mr*** requested the item be shipped to an address in Florida, which we did Gateway Express Inchas no knowledge and is not a party to any monetary transactions between Mr*** and Mr*** Mr*** requested contact information concerning our customer Mr***, and as per our PRIVACY policy, we are not able to provide any informationGateway Express has no relationship, implied or otherwise, with Mr***, and any further correspondence should be directed to his customer Mr***

Complaint: [redacted]
I am rejecting this response because: this gateway is a gateway that promotes fraud to its customers by concealing their identity and forward contact information
Sincerely,
[redacted]

This was a mistaken fraud return and account closure.  As all of our customers are located outside of the US (in this case the customer is located in China, according to his account signup details), we typically close accounts that show invoices billing to US addresses and no info corroborating...

US residence is provided.  In this case, for our receipt ([redacted]) a US billing address showed on the invoice, China account, no info showing this was a US account was noted so reasonably, but incorrectly, assumed fraud.  The customer never shipped through us internationally and then asked for his packages to be redirected to a US address - this is a red flag that someone is trying to evade detection as a fraudster and our company policies do not allow for domestic redirects unless we can't ship a package or as an exception for a customer who has shipped internationally through us at least once.  The package in question, [redacted], is being returned to vendor under [redacted] using prepaid return label from vendor via [redacted] and it should be delivered 8-7-15. Customer should contact vendor for refund or reship.  The other 3 packages customer had shipped to us are still here and will be re-matched to customer account shortly.  We will also allow the redirect of these packages to customer's US address as long as customer pays redirect ship fees, we will cover all the handling fees as an apology to customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]