Recently I purchased some Amazon Items, and items from Abebooks.. I saw the OCBC promotion of 23% discount on comGateway. So i decided to give it a shot. However, i found many flaws with the customer service (live chat) and website.
I first bought a group of items, then later on i decided to buy somemore things. So after reading the rules on the website, i decided to place order, and consolidate my shipping. Surprisingly, I was told i couldn’t consolidate by the customer service stating the following
1. I cannot consolidate after 3 working days by E**
2. I cannot consolidate if one of my current items has already arrived by E**
None of this published on the initial website.
Then one of my items that i ordered from vision direct couldn’t be shipped, so i went to live-chat to cancel.
3. I wanted to cancel, E** say cannot be canceled, thereafter suddenly say can.
After a while, i realised on the site, it is still not canceled.
4. i spoke to Pa* who say she will processed cancellation and replaced with my addition shipment, so means it can be consolidate (contrary to E** statement)
Thereafter, i check on the consolidation in Live Chat this time round with E**
5. She say cannot exchange in 3 working days
6. then she say cannot exchange once some items has arrived
Feeling upset with all the information that are not stated on the site, i request an escalation
7. Tam** came to the picture, after much talking, she claim E** is new, some information is wrong, and promised consolidation
10 days later
i was charged once for a shipment, and another shipment twice, i was doubled charged. All the guarantees by Tam** threw out of the window. I went back to customer service, and this time Za**
8. Your card has not been charged yet according to the email, our finance is closed
[The email stated, my card has been DEBITED, they just charged me 12 minutes ago, how can the finance be closed so fast]
…. as of now is another 2 working days for me to resolved the matter. it has been over a month, and i am still at it.. Stay away from comGateway is my advise! Their are front-end and back-end are very manual, therefore i think the customer service has zero clue how to resolve problems or they are not getting up-to-date information! Is super frustrating to use the live-chat for the matter 6 times!
use vpost or citibank service if you have better luck!
1 Month Later
Someone from OCBC actually bother to called and checked out what happen… After my further frustration at the double charged problem, they promised to look further in.. I guess we cannot underestimate the power of internet..this post is no. 9 on Google Singpoare “comGateway”.