- Nov 2, 2012
- Reaction score
Recently i encountered many issues with CGW.
Delayed shipment. Refused to upgrade my shipment to express to deal with the delay caused by them.
Part of my item is lost after repacking.
I ship in both CGW and HSG account. My HSG account only needed 1 more shipment to qualify for Prime but i used CGW instead because of the delay mentioned earlier. I did not want further delay by changing it.
When i asked Billy to add my one shipment count with CGW into HSG account (as it needs 1 more shipment to be qualified for Prime), he refused to do so.
The first reason he given is it is their policy. Then i ask where does it expressly says so, he is unable to explain and kept saying the decision stands and that he has given explanation even though that explanation is "it is their policy".
Fine, then i ask why allow customers to change packages from HSG to CGW and vice versa as this will implies to customers that they can make any 3 shipments with both platforms and still qualify for Prime, he is unable to explain.
Then i said, HSG is essentially CGW as it is operated under CGW, then he said they are different entities etc etc so have different policies.
Then i finally found a proof: Exclusively for PayPal Customers | HopShopGo Home.
On HSG website, it says:
"Every 3 international shipments that you make with comGateway entitles you to enjoy automatic Prime status for 6 months."
Wow, does this not mean if HSG customer uses CGW to make shipment, the shipment will be counted? If not, they should have written HopShopGo instead of comGateway.
He then replied, "HopShopGo can also be called as CGW". Isn't this inconsistent with his previous statement saying they are different entities?
So even after showing this proof, he is unable to explain and just kept saying decision will not change, explanation given.
So your staff is trained to annoy customers by relying on technicalities. By right, i should be offered something as goodwill for the delay and the loss of part of my item. Instead, they decide to annoy their customers. I guess your customers database has grown too big that you can act cocky with customers.
I hope you are not Billy by the way. I want an impartial staff with higher rank to deal with this. I decide to publish here because i would like to see how CGW deals with this farce - to help their members to cover up by giving the same damn policy reply or to act impartially by rectifying the mistake made by Billy.
CGW is not really that great, their staffs are trained to deny what you are entitled to, even if you are a frequent customer with years of history with them.
Time to find another freight forwarder, guys.