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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!


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