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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.


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