Borders customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Borders.

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Viewing Borders customer service reviews 26 - 46 out of 46
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07
Jan

Posted by Missing RealBooks


on 1/7/11 at 10:43AM

PLEASE DO NOT I REPEAT DO NOT ORDER EBOOKS THROUGH BORDERS!! This has been an utter nightmare. So much for a Christmas gift. The 800 # is complete garbage these reps (located outside the US) don't know anything you wait and wait on hold only to be told they will need to transfer you to the tech support dept that never answers. Upon searching for help I came across this page - thanks for posting the corporate #. Hopefully they can help me :-/. At present, I have purchased 3 ebooks all of which are incomplete. Do yourself a favor and buy ebooks through amazon.

04
Jan

Posted by Anonymous


on 1/4/11 at 9:34AM

thank goodness someone posted the corporate phone # in michigan, it worked! it was long distance, but i was so frustrated not being able to get through to someone that it was fine. i will never purchase from borders.com again, barnes and noble all the way!

03
Jan

Posted by Anonymous


on 1/3/11 at 1:36PM

Borders has the perfect customer care stonewall! They will initiate resolution of issues only when contacted via email, but then direct customers to contact help via an 800 number (offshore) when you reach them they say that they will transfer you to tech support. Of course tech support will not answer their phones, the original contact takes your number and assures you that you will be contacted. They never do...when you email another message describing the frustration of this system they apologize but insist that the 800 number is the only way to solve ebook issues. They have created a loop that is difficult to break.

03
Jan

Posted by tshrina


on 1/3/11 at 10:59AM

No one answers the phone at 800-770-7811. Your service after sale just sucks.

31
Dec

Posted by Anonymous


on 12/31/10 at 7:53AM

Truth be told, Borders needs to hire more customer service reps. It is unacceptable to be on hold more than 1/2 hour. Don't even think about having a customer service rep at a store call on your behalf; they just tell you to deal with it. They don't even know the hours of the customer care line. Anyone can ring up an item and write down a phone number for issues; what kind of people do they have working for them anyway? To go above and beyond this and help a customer with a true problem would take away from the profits, I guess. The people at the desk said that you "have to buy something in order to enter in your E-mail address to see if it's in the system." Don't be surprised if Barnes and Noble (who I think has better customer service) takes over the market.

22
Dec

Posted by no one


on 12/22/10 at 2:16PM

Thanks to the person that listed this number below. Also it is #3 and they picked up immediately. I waited in the morning for 35 minutes and this afternoon for 45 minutes and no one answered the (BS) phone number 800-770-7811.

Thanks!!

Update. Was so frustrated reaching no one (tried all morning!!!! never reached anyone) on their borders.com service phone number that I decided to try their corporate phone number a try.

Borders Group, Inc.
100 Phoenix Drive
Ann Arbor, MI 48108

phone: 734.477.1100

22
Dec

Posted by Anonymous


on 12/22/10 at 11:11AM

Waiting on phone for over 35 minutes:

Trying to purchase book using a gift card....prompt keeps asking me for a 16 digit # problem is that there are 8letters and 8 #'s on card and box won't allow me to enter called 800 # ..waited for 35 minutes hung up....thanks Borders!

20
Dec

Posted by Anonymous


on 12/20/10 at 10:47AM

Update. Was so frustrated reaching no one (tried all morning!!!! never reached anyone) on their borders.com service phone number that I decided to try their corporate phone number a try.

Borders Group, Inc.
100 Phoenix Drive
Ann Arbor, MI 48108

phone: 734.477.1100

I finally reached someone immediately (think I pushed 3 to get through to customor service in menu) they were very kind and helpful and helped me cancel my order. She explained that sometimes it takes awhile for a backorder to appear on their website. But I ordered 5 days ago and its still doesn't show online that it is out of stock. Anyway, order canceled and off to amazon to purchase instead.

For everyone frustrated please try this number and I hope you get through to someone helpful like I did and everything will be resolved for you. Good Luck!

20
Dec

Posted by Anonymous


on 12/20/10 at 10:13AM

No one is answering their online support phone number. I ordered a DVD that said it was available for purchase and would ship in up to 48 hours. No email notification or anything days later on if it had shipped. Logged into account and it says it is backordered. When I type in the DVD I ordered it still says it is in stock! No one is answering the phone on the customer help line. On hold for 30 minutes, nothing. Will not order from here again. Won't be here in time for Christmas.

19
Dec

Posted by Anonymous


on 12/19/10 at 1:24PM

Borders must be living in a parallel universe where the economy is bustling, their stock is rising though the roof and neither Amazon or Barnes & Noble can compete, and customers are treated by Borders no better than ants.

The day after I bought a $49 book, I went back to return and repurchase the same book with a 40% off coupon that arrived the next day. A clerk at the Borders in Cranston, RI gave me such an attitude, making a discourteous face at me as if I should have waited to purchase the book the next day so she would not have be inconvenienced by the return. She actually stated that she did not believe me that I purchased the book there, even though I produced the receipt showing I paid 40% more the day before, and the book was still in the Borders' bag. When I complained to the Store manager about the clerk's poor attitude, she repeated to me several times that she didn't understand my problem because eventually I did get a refund. When I explained the importance of customer relations, and she shrugged her shoulders and argued with me. Can a customer who spends thousands of dollars at this store, just get a simple apology? Apparently not, and I am not moving to or ever visiting the Border's universe. I will stay in their competitors' universe.

15
Dec

Posted by xia


on 12/15/10 at 12:20PM

This is one of the worst customer service departments I have dealt with in a while- particularly when customer service should be a top priority with the economy doing so poorly.
I placed an order on 11/29/10 for a book that was a pre-order and was available on 12/03/10. On December 4th, I checked the status, and it says it was now back-ordered. I was a bit disappointed and confused as to how it let me order this book without enough available. I checked the status again on 12/13 and it was still on back-order, but when I checked the borders site, it says it was available for purchase, in stock and would ship within 24 hours! I called the customer service number (which borders makes it somewhat difficult to find this number) and had to wait on hold and listen to this horrifyingly annoying same song over and over (it was a strange type of jazz, disco, japanese sounding song.) Anyway, once i was connected to someone, it was very difficult for me to understand what they were saying, and they had difficulty understanding what I was saying since they are obviously located in another country. It didn't make sense what they were trying to tell me, and they said that they would have to get someone else to look at it and they would call me back in 30 minutes. An hour went by, and the service center was almost closed, so I called them back. I had to speak to someone else and explain it all over again. Again, there seemed to be a language barrier and I could not understand what they were trying to tell me! All I got was that they would send me an email confirmation. I never got an email confirmation of whatever they were sending me, so I sent an email to their customer service. I did not get a reply via email, so I called them AGAIN. I waited on hold with that same song for ten minutes. This time the woman could understand me better and vice versa. As it turned out, they did not know when I would receive the book as a back-order status, but could cancel that order and re-process it so that I would receive it within 48 hours! I said ok, and was on the phone for over 20 minutes. Ugh. Just hope I get this darn book before Christmas!

15
Dec

Posted by Anonymous


on 12/15/10 at 4:20AM

I just spent, collectively, 5 hours on the phone over trying to order an e-reader. Now somehow my credit card # is somewhere out there with their customer service rep that I am thinking is not located in the states. The order was never placed. Contacted a local store only to be told they did NOT have a corporate office. Well I searched and DID find a # for the Corp office. However, they ALSO never returned my call after having to leave a voice message. A district manager did call me finally and the e-reader is being held in the store for me. I am almost afraid to purchase it at this point not to mention I was ordering online for the convenience. My husband wanted an e-reader that was not proprietary, however, Amazon Kindle is looking pretty good at this point. I shudder to think of my husband having any trouble with the Cruz and having to contact customer service.

09
Dec

Posted by anonymous


on 12/9/10 at 6:13PM

Bought a book at Freehold, NJ mall store. They stated that they cannot do anything for me and i called corporate headquarters. I am upset and will not go back. I am done with Borders and will not go back there.

06
Dec

Posted by Anonymous


on 12/6/10 at 12:47PM

I too, tried logging into borders.com and after trying to order a gift card for 2 HOURS, I finally tried to contact support. After holding for over 20 minutes due to the volume of calls, I gave up. I won't be making any more Borders purchases.

01
Dec

Posted by Catahoula


on 12/1/10 at 3:15AM

I have found their physical stores to be very good, but Borders.com is a NIGHTMARE. There are several bugs on the site, less than when they initially launched (which must have been embarrassing due to all the glitches). My chief complaint, however, is their online customer service NEVER responds. I had problem over a year ago when they first launched their new site - and had a billing issue they never responded to - so I vowed to stop shopping at Borders. Well, I gave in recently only to incur another issue. I contacted them through their site - no response. Followed-up - no response.

How pathetic of a company do you have to be to ignore your online community? Hey Borders.com, I buy about 20 books a year. Guess what? It's via Amazon now.

15
Jul

Posted by Anonymous


on 7/15/10 at 9:00PM

I have tried to sign on for e-books for the last week. Every time I try they tell me my phone number does not match my credit card. I have confirmed my phone number with my credit card company and it is correct. I have contacted the borders book customer service phone number and they just told me to try again. What is the problem. Their new product is impossible to by. I should have just gone to Amazon and purchased a Kindle. How do I get Borders to work for me.

Lynne Woods

11
Aug

Posted by Anonymous


on 8/11/09 at 2:04PM

My grandchildren and myself visited your Inverness Store on Tuesday 11th August at 8.55 to purchase 2 PSP games from GAME. We were told we could not be served as the tills were closed. My understanding of the retail business is that as long as the shop doors are open the shop is open for business and all customers inside the shop should be served. We are aware that we were rather late in shopping but there was a particular reason on this occasion and I have two very disappointed children. It has certainly put me off shopping at this store in the future. We will shop at Amazon in the future.

[email protected]

11
Jul

Posted by mardi myers


on 7/11/09 at 9:21AM

Borders at the Preston Royal Shopping Center in Dallas, Texas refused to accept the return of a book that had pages unprinted. I buy a large number of books at a time and was just now getting to the book, Bud Shrake's Blessed McGill. No I did not have the receipt, but I wanted to exchange it for a book with ALL the pages printed. They advised me that without a receipt I could not get any accommodation at all. I buy 4-6 books a month - but guess what? No longer at Borders!!!! If you can't help with exchanging a defective product I can use Barneas and Noble or Amazon.

29
May

Posted by anon


on 5/29/09 at 1:35PM

I ordered a book online for my son on March 16, 2009 and I accidentally ordered the wrong one. I called before it was shipped to request that they change the order to the next book in the series but customer service told me there was nothing they could do, I had to wait until the book arrived and then send it back and they would return my money and I would have to order the correct book.

The book was returned the same day it was received. Today is May 29, 2009 and my money has yet to be refunded to me, and my son's reward for his 100% grade on his report card was last semester, and he has since gotten another report card with no 100%.

Thanks a lot, Borders.

09
Feb

Posted by Anonymous


on 2/9/09 at 7:53PM

Borders Pleasant Hill, CA
Today my children & I tried to return/swap 2 obviously unused books - tape still over the box books they received as a gift in late January with a receipt from my friend dated 12/22/08 (we already had these books.) I was told this was impossible- that I couldn't even swap them for something else. I repeated I just wanted to swap them - I didn't expect any money in return. "Just go to a used book store and maybe they might give you something for them.", said Julie Wolf, the store manager. When I said I hadn't even received them until after Borders' 30 days grace period, she just stated your policy again. When I asked her name, she wouldn't give me her name until I asked her 3 times. She then told everyone in the store she was going for the guard and made my 2 & 6 year old cry. She is terrible at customer service. Another lady at the C.S. desk said she couldn't do anything; she wasn't the manager. I then told everyone in the store how horrible your store and manager were (she is.) I've never written a letter like this and hope never to have to again. I had promised my children 1 book each before I went so they were crying as well. So off to Barnes & Noble & spent $48 - they are very helpful and their customer service is wonderful - anytime I have been in your store in P.H. nobody had ever been able to point us in the right direction. Your people are not professional and your policies provide no leeway for unique circumstances.

26
Sep

Posted by Anonymous


on 9/26/08 at 4:53PM

Good luck trying to reach a live person. I called to get my backordered book order canceled, and spent over 1.5 hours on hold (not in one sitting, of course...but I called about 4 times at non peak hours). I gave up. I've never had to wait this long on hold before...even when I called sprint customer service.

Viewing Borders customer service reviews 26 - 46 out of 46
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