Posted by Anonymous
Can you please check to see if I have a boarders card of any kind? If so, I would like to cancel it, because my purse and all it's contents we're stolen.
Thank you,
Karrie Morlan
Borders customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Borders.
11
Mar
09
Jun
26
Aug
03
Dec
Posted by [email protected]
Call won't go thru - either get a message the call won't go thru or you get static!!!!! And my order has been lost! Very frustrated!!!
23
Sep
Posted by Anonymous
Anybody know how to contact Border customer service very fastly? phone number or email address?
I have some problem in purchasing ebook reader in border online. Even the order is not confirmed, the transcation is done in my account.
So I urgently need to contact customer care.
Thanks.
27
Jul
Posted by dtcc2134
I saw all the negatives comments and felt I should add that I just called customer service and had an excellent result. The operator was helpful and friendly and resolved my issue quickly. I was concerned that my pre-orders would be lost since they are closing and she was able to help me get the information I needed. Thank you
25
May
12
May
Posted by Anonymous
Worst customer service ever. I have been dealing with a misdirected book since April 16th. They replaced the order (after several phone calls) and a book arrived - the wrong one. I had the right packing slip, but the wrong book. Next, I've spent time on 2 phone calls and they STILL haven't corrected my order.
27
Apr
Posted by Anonymous
I have regularly received Borders Plus Rewards email regarding discounts. I have been a good customer and have paid more for books,dvds etc. just to keep my local store in Traverse City, MI open.But for the last six weeks nothing. I called customer service time after time and nothing happens. I email them and keep being told that I must be having problems with Outlook Express.Not true. For the last three weeks I have gone back to ordering from Amazon.Hopefully in the future Barnes and Noble will take this store over.
22
Apr
09
Mar
Posted by Anonymous
Like someone else who commented, I recently received a package with my name and address on the outside, but someone else's book and packing slip on the inside. I am in Ohio, this book was for someone in Massachusetts. I have tried emailing repeatedly with no response whatsoever, which isn't surprising now that I have found these comments. And after reading all of this I'm not even sure I want to waste my time on the phone trying to resolve it. Ugh.
08
Mar
Posted by Anonymous
So Boarders, ARE YOU listening to your USA customers, OR are you going to continue using out of the country help for your Customer service..
I have had the same experience with purchasing a book off the internet. I was actually in the store and was unable to fine the book I wanted and the sales clark then looked it up on the computer and stated that the book was no longer available in stores and it could be ordered over the internet, and I would receive in 6-8 days. So we ordered. A week later,I checked on it and they told me that the book could not be found and then inform me that I purchased a USED book, and I would NOT have bought a used book. (it just the way I am). After arguing with the lady on the phone and still not having any idea where the book is, I called my credit card company and told them not to pay this bill, I was disputing it. This was approx. 2 weeks ago. The book as vanished in thin air, and after reading all these comment, I think alot of your books are vanishing in thin air, are you not concern about you public image, though I did just hear you guys went bankraupt! You customer service is EVERYTHING, if we aren't happy, neither is you company. If you would use people who live in the USA who understand our society and our love of books and reading. You would not have lost loyal customers
03
Mar
Posted by Anonymous
Both telephone numbers listed here are now being re-routed to the Phillipines. The customer service is totally incompetent in resolving my problem. I pre-ordered several books in December which were to be released on March 1. Border's web site claims the books are available, can be added to the cart, and will ship in 24 hrs. My order summary states that all books are back-ordered. The customer rep is no help because they are reading the same info as we are. They are incapable of doing anything except to cancel your order.
02
Mar
Posted by Anonymous
Holy Cow! I just spent a marathon 2 days on the phone with the very friendly, very incompetent Borders customer call center located in the Philippines. Trust me when I say I WON'T be buying from Borders.com EVER again.
I had a relatively simple problem...I was trying to place an order on their website; 2 books. That's it. The total was $30.41 and I had a Borders gift card for $25. The gift card would successfully apply to my cart, but when I was finally on the "Place Order" page - the $25 gift card credit was nowhere to be found. For some reason, the transition from "Review Cart" to "Place Order" wasn't translating correctly and it was removing the $25 credit. I would think that this would be a simple fix. Perhaps one of the very friendly incompetent service reps could place the order for me to insure that I received the credit? Right? Nah. Too easy. I was told no less than SEVEN times that there was an "outside problem" and I should try to place the order again in an hour. After trying consistently for a day and a half and making 7 calls to CS, I finally had it and demanded to speak to a supervisor. Each time I was put on hold and left there. For good. I think they wanted me to get frustrated and hang up. Which I did. I finally called my local Borders and asked for advice. Because the books I wanted were not in stock at my local store, I would have to order online. The very kind young man from North Carolina, USA told me to call again and without hesitation ask for a supervisor. He told me that the CS Rep would try repeatedly to keep me from speaking to a supervisor and he told me to be insistent. I followed his advice, was connected yet again to the Philippines, where the lady who answered tried everything in the book to get me to tell her what I needed. After nearly losing my temper, I was finally transferred to a supervisor - back in the good ol' US of A. Karen was very very helpful. She placed my order and made sure my gift card was honored. On top of that, she also gave me a 30% discount and upgraded my shipping to Express for free. Hopefully I'll get my books in the 1 to 2 business days as promised. I was lucky enough to receive an email confirmation immediately. It might not be politically correct, but if all their CS support was in the US, I would continue to shop Borders.com...however, as it stands now, I see where part of the financial problems are coming from. Borders has officially lost a customer!
28
Feb
Posted by Anonymous
Most frustrating experience. I tried to cancel my Borders Plus 5 days after getting it. Spoke to Customer Service In Phillipines who gave me a confirmation number and told me someone would call to finalize refund. No Call. 10 days later still no credit. Called back and finally spoke to a supervisor who said she would credit immediately and would call back with another confirmation number. No Call, no credit. Called again and was kept on hold for 10 minutes. I'm done with Borders. No wonder they are bankrupt
24
Feb
Posted by Debic
Ordered a used text book on January 20, 2011. Never shipped to date, Feb 21, 2011. Called them on Feb 14th, to cancel. They told me to wait another week. Called them again on Feb 22. They promised would ship at 2 am on Feb 23. Today is Feb 24 & order still says "in process". Called them again today. Disgusted!
27
Jan
Posted by Nadiana
I just called borders today because I bought a book online from them yesterday (I paid for express shipping which it is suppose to take 1-2 days) and I haven't receive any confirmation of shipping until now. The customer service quite helpful and after 6 hours, I received confirmation of shipping. I just hope I receive correct book tomorrow.
24
Jan
24
Jan
Posted by Anonymous
It was such a relief to find this website and realize i am not alone in believeing this is the worst company I've ever encountered. Their customer service is NOT service at all!!!!!!! It is a nightmare!!! 4 Emails and 2 calls to cust service offshore and I still cannot get my problem resolved. They shipped a book to me after Xmas when it had guaranteed 12/24 arrival.
19
Jan
Posted by Anonymous
My son ordered a book online from Borders because he received a gift card during the holidays. He is a college student and was only going to be home for a limted time period. When the package arrived, my son's name was on the outside and the address was correct, but the contents and the packing slip were not correct. He immediately called Customer Service at the number provided, 800-770-7811. It was a total nightmare! Customer Service wanted US to call the people on the packing slip to see if they received our package and effectuate an exchange on our own! He told them the mistake was not ours, and that we expected them to rectify it and ship us the correct book without our stepping in. He pointed out that the mistake might not have been as limited to a simple exchange, and that perhaps a whole mess of books were mispackaged. They took our contact number to phone us back about the resolution. They discovered that the people on the packing slip were not at home and left a voicemail. They advised us on a Friday afternoon, that they are waiting to hear from those folks and would be in touch. The following Monday, I stepped in and called Customer Service (in the Phillipines where they are as polite as they are incompetent!) The person I spoke with told me that they see the problem and would be "EXPEDITING" the shipping of the correct book. I asked what this means, and was told that my son would receive an e-mail within 24 hours, indicating that the correct book had shipped and providing the tracking information. More than a week passed, no e-mail and no book. I called them back and asked for a supervisor. I was very politely told that I would be connected with a supervisor, once they got enough information from me. I then had to deal with a polite, eager, MORON, who tried to tell me that after reviewing the records of my call 8 days earlier, he discovered that no book was shipped and nothing was expedited. I let him know we had figured that out, and again asked to speak with a supervisor. Again I was told that only a little more information had to be obtained and that I would then get a supervisor. Clearly they were hoping I would get frustrated and hang up! I stayed with him and demanded that my solution not only be expedited, complete with an immediate e-mail BEFORE we hung up, but that I also wanted the book shipped overnight delivery. I was told that this could not happen, because their shipper(FedEx) was not able to overnight packages. I pointed out that FedEx has made a nice living in the overnight mail business and insisted that this book be overnighted at their expense. Eventually he agreed. Eventually we got that e-mail notification and yes, you guessed it, no book has arrived! My kid returns to college this weekend. The jury is still out on whether it is with or without that book! I will NEVER use them again. Period! I understand that they are in financial turmoil. I am guessing it may have something to do with their inability to correctly ship books customers order.
18
Jan
Posted by junkdays
Boy, are ya'll right about Borders Customer Service. I have been dickering with them for the past two weeks concerning Ebooks and still am no closer to fixing my problem. I did call the phone # in Michigan and talked to someone I can understand so hopefully she will fix my problem!
18
Jan
Posted by annelbayudan
So irritated with borders.com..this is the last time ordering from their website. i have been waiting for one book (that costs 95.00- that i need for work) that i ordered in the beginning of december 2010. it says that the order was shipped out on 12-20-10. to date 01-18-11, I HAVE NOT YET RECEIVED IT !!! i have also emailed but have not received any response. i am from hawaii but i dont think it takes this long.
will be calling the corporate office first thing in the morning.....
11
Jan
Posted by Oblio
The Borders customer service reps in the Philippines are friendly and eager to help, I'll give them that. Unfortunately, they also seem to be poorly trained in English and in using Borders' computer system. In short, they do not have the basic skill set required for the job.
I sent them a written query about a recent order, and received back an email stating that the entire order had been canceled.
I recommend using 734.477.1100 - this is their corporate office in Michigan, and your calls will go to someone who is fluent in English.
10
Jan
Posted by baylorgal
I placed an online order with Borders but never received a confirmation email. I used the customer service contact information to email them about this, but again received no reply. Luckily I found this web site and the corporate phone number, which I called. They were able to quickly locate my order and give me my order number as well as shipping status. So I highly recommend using this number.
