Gateway Logistics Group

In our business we have used Gateway for a long time and never had an issue. This vendor was referred to us by another colleague in the art industry; which we require lots of presicion information and that we are informed at all times of the cargo location.
Quote requests are prepared timely and their pricing is very competitive from what I see in the current market. We have used both the airfreight and regular ground freight meeting the proposed services and time.

Sadly, I have had an extremely bad experience with this company. I was contacted by this company after requesting a quote to ship my household items internationally. The sales representative was very friendly and I had expressed to her that this is my first time doing this kind of move, let alone by myself.
I was told I will be contacted prior to the moving date to settle all last arrangements. I had paid the deposit and the rest of the amount for a door-to-port service on time and sent all the relevant documents on time as well.
Only a day before the expected move date and after calling them myself in the evening, I had found out that they will not be coming. Again, with no notice prior to that phone call.
Because it was the beginning to the weekend they could not come to pick up my household items. From that point on it was almost impossible to obtain any of the company’s employees on the phone and I was dragged for 4 days past the expected moving date. The excuses raised by this company to why they were unable to make it were ridiculous (For example: A truck cannot fit in your street). This caused me not to only delay my flights but to find temporary accommodation and storage. As a paying customer, I would expect a professional company as claimed by them, to foresee these situations and find a timely fashioned solution for these issues, or at least, notify the paying customer of their existence.
I had repeatedly asked them for my money back (full refund) and eventually received a phone call from the sales representative promising a full refund as they would hate to delay me more.
At that point and at the very last minute I was able to find another international shipping company who were able to arrive for a pickup in a 24h notice (and fit a truck in my street with no apparent problems). Less than 24h later, they had called me again, denying any sort of refund.
In addition to involving a lawyer (my resources are pretty much limited) I had filed a complaint against them with the Better Business Bureau where I was offered less than third of the amount of a full refund and threatened by them with defamation actions. Even more so, the language they had used in their responses was nothing less than shameful and childish.
It all comes down to the fact that they were paid (on time) for a service they had eventually did not provide (not in a timely manner and not at all), promised a full refund (which made me act upon this offer) as they were unable to provide it and at the end of the day – denied it.
For those of you moving internationally, especially the inexperienced ones, I would highly recommend to avoid any contact with this company. They are just non-reliable people that will take your money in a heart bit and not fulfill their side of the bargain. There is only one word to describe what they made me go through: “Bullying”, taking advantage of the inexperienced and resource-less.
From my point of view – A business like this has no justified reason to exist.