Borderlinx
Reviews and Complaints

THIS COMPANY!

I have to say, this is one of the worst companies I have ever used. I had to create a Borderlinx account because the store where I buy items does not ship to my country. My husband also created an account for his business since he sometimes needs specific items that can't be shipped to our country.

The items were shipped to my account, but then my account was locked without any explanation. I contacted customer service, and they asked me to provide proof of identity to security at Borderlinx.com. I sent a copy of my passport, bank statement, and a picture of my credit card to that email.

I didn't receive a response for days, so I contacted customer service again. They said they couldn't do anything, and I had to wait for a response from the security team. I waited for one more week, but still no response. Meanwhile, I tried to push them and sent several emails as a reminder, but still no response. I contacted customer service again, and they asked me to provide these documents to them, so I did, 5 days ago, and I'm still waiting for a response. It's been over a month, and I'm trying to get my account unlocked without any luck. The items have been with them for over a month!

Dealing with this problem and time going, I tried to return the items to the merchant. I contacted customer service, and they provided me with a link to a form I had to fill out and pay fees. So I did that and paid 50 GBP for the return. I received an email saying that I couldn't use that return option since my account was locked. I asked for a refund so I could pay again and ship with a prepaid return label option. They answered that I had to provide a prepaid return label first, and they would refund only after that.

My account and my husband's account are still locked without any reason, and I can't unlock them even though I provided all the documents they asked for and have been in contact with them every day. It seems like it has no effect.

The email they provided to contact the security team does not even exist, or they are not checking it at all, or they will ignore you.

To sum it up, they will lock your account with no reason and no explanation, and you have no chance to unlock your account. The security team email address is being ignored or does not exist, and providing your proof of identity does not solve anything.

I highly recommend avoiding this company!

Borderlinx has recently been accused of cheating and engaging in disgraceful acts by a customer who had a negative experience with their services. While the company has admitted to some of the accusations, they have denied any negligence on their part.

According to the customer, at the time of their registration as a member, Borderlinx was not a "3D Secure" merchant, and customers were not required to have a mobile phone in order to pay by Citibank credit card. The customer had used Borderlinx services and paid by Citibank credit card several times with no issues.

However, Borderlinx subsequently participated as a "3D Secure" merchant without notice, and customers were then required to have a mobile phone in order to pay by Citibank credit card. The customer was not informed of these changes, which they believe was the negligence of Borderlinx.

As a result, the customer placed an order as usual and had the order delivered to Borderlinx for shipment. However, since they did not use a mobile phone, they could no longer pay by Citibank credit card to release the shipment. Borderlinx Support suggested that the customer modify the payment method to PayPal, which they accepted.

However, when the customer tried to make payment by PayPal, they discovered that the shipping charges for payment via PayPal were significantly higher than that via Citibank card. Borderlinx Support insisted that the shipping charges had not changed, but did not allow the customer to prove the changes.

To prove the changes, the customer needed to modify the payment method from PayPal back to the original Citibank credit card. However, Borderlinx Support said that the payment method could only be modified once and could not be changed back. The customer felt that this was cheating and disgraceful, and they wasted their money on the order unreasonably withheld by Borderlinx.

While Borderlinx has admitted to some of the accusations, they have denied any negligence on their part. The customer's review is still true and fair, and it highlights the importance of transparency and communication in business transactions.

Their FAQ says that if you release your shipment by noon, it will be processed and shipped on the same day. I released all four pieces of my suite together on Sunday, but nothing shipped on Monday. Two pieces shipped on Tuesday, one on Wednesday, and the status of the fourth is still unknown. This is despite the fact that I provided the invoices for the goods and their details many days before requesting shipment. Apparently, they are having system issues, but it took them five days to admit it, and they did not provide full details.

I raised a complaint on Tuesday and was promised a response within 24 hours, but there was total silence. The same thing happened for tickets raised on Wednesday, Thursday, and Friday. It has been 72 hours, and I have not received a response to any of my tickets.

I also realized that since day one, DHL estimated delivery time to be six days, which is the outer estimate for DHL Standard. This means that DHL knew they were not going to deliver in 2-3 days, even though I paid for DHL Express service. DHL tracking estimates delivery in six days, which is DHL Standard service. Of course, the three pieces that shipped are not with me yet. They have reached Johannesburg since yesterday but are stuck at customs because the customs documentation was incomplete. I had handed over the invoices and details long ago and made full payment before requesting shipment. In fact, they didn't even know there were customs issues until I told them. Despite asking when they would get it sorted, I have received no answer. If they had just organized better, I would have had at least part of my goods today. But no, even after they messed up, they were not fussed about making sure that happened.

I opted to use Borderlinx because it was supposed to be efficient and fast, but at a premium. I don't mind the cost, but I do mind the waste of time. Borderlinx has been inefficient, slow, unresponsive, and a waste of time. They have not kept a single commitment. I wanted to have all my goods with me by Friday, July 28th, since I am traveling next week. I think I will have to go without them.

I will never use Borderlinx again.

So, I recently used Borderlinx to ship some shoes from Germany and the UK. Their policy clearly states that they will not repack shoes to avoid damaging the outer box, but guess what? They did it anyway! Both their teams in Germany and the UK removed the merchant's outer box and shipped the shoes as is, with shipping labels slapped directly onto them. When the shoes arrived, they were damaged. Is this acceptable at all?! Even the courier agent who delivered the packages was surprised by the way they were packed.

I reached out to their customer service team, but they were not helpful at all. They even tried to offer me a measly 5GBP voucher as compensation, which is totally unacceptable. I am going to pursue this until I receive fair compensation.

But the customer service team at Borderlinx is a joke. They outsource their customer service to India, and their replies are mostly robotic and unhelpful. One of them was even extremely rude. It's clear that they don't care about their customers. They just want to hide behind their "Borderlinx team/rep" and fabricate their replies with cut and paste responses.

I hope that PayPal suspends all of Borderlinx's accounts because they are misleading average consumers who just want a great service with buyer's protection. When you do your transaction with PayPal, you get none of that with Borderlinx.

To the customer service team at Borderlinx: Stop hiding behind your anonymous "Borderlinx team/rep" and start being sincere in your efforts to help customers. Your act of sympathy for customers is fake, and your private responses are delayed and show no signs of remorse. You just keep blaming DHL, who are actually the friendlier ones out there. It's clear that you just want your customers who complain to bug off. Well, I hope one day all of your customers stop using your service, and you can bug off as well. There are better forwarding agents out there!

Borderlinx is a shipping service that has been around for a while now. I have used their Hong Kong address and I must say, they are quite expensive. They use volume weight for small items, which makes the price higher than the item contained in it. This is because they need to make money as a business. However, they should offer a cheaper alternative to DHL and maybe implement a fee structure so the charges are more transparent.

Their customer service team needs training on customer service as they are not very helpful. They should be more transparent with their charges so that customers do not feel like they are being ripped off. Time-wise, my package was dealt with in a timely manner and all items were accounted for. Maybe they have worsened since I used them, but it wasn't a harrowing experience like others have mentioned.

I recently had a package arriving in a few days and I was quite apprehensive about it. However, the package was processed the day it arrived at the Hong Kong Warehouse and I received notification. I logged in and checked, but there was no invoice included, so the Estimated Package value was hiked up. I sent the correct details and it was solved straight away. What shocked me was that my package arrived perfectly fine, but they opened it and repacked it. I contacted Customer service, who said it wasn't repacked, even though there were pictures showing it was. After she realized this, she gave me the usual spiel about it being repacked to reduce the shipping. NO! They repacked it to increase the shipping cost! I specifically spoke to my merchant and asked them to reduce the shipping size as much as possible, and they did (with photo proof).

I was quite disappointed in the tactics used to increase the cost. They weren't like that before, but despite this, the service was quick and fast, and I am currently tracking it with DHL now. All seems well.

To sum it up, Borderlinx is an expensive shipping service, but they are not a fraudulent company by any means. They just seem to be employing some really unethical trade tactics these days. They shouldn't do this as they would have a lot more customers and make more money if they stayed honest like they used to be. Only use if you REALLY REALLY want the items you are ordering and are willing to pay anything to have them.

I gotta say, I've had some pretty bad experiences with customer service in my time, but Borderlinx takes the cake. About a week and a half ago, I asked them to "repack" my packages (which, let's be real, should be happening automatically without me having to ask every time), but it took way too long so I decided to just cancel it and release the shipment. But even after four full business days, Borderlinx still hasn't handed it over to DHL, and they're not giving me any idea of when it might happen.

Now, I get it, they're experiencing a backlog in their new US hub. But they should have told us about it as soon as they found out, not kept it hidden until the last minute when we had to figure it out ourselves. If they had told me earlier, I would have found another way to ship my extremely important and time-sensitive package.

And what kind of company doesn't have a phone number you can call? We're stuck with this frustrating online chat system, and even when we use the "call back" button, no one ever calls us back. And the customer service team on the chat is useless - they just give us generic apologies and computer-generated responses. They promise to get back to us within 1-2 business days, but it's been over a week and a half and I still haven't heard anything.

This is just unacceptable. The US hub should have someone who can give us updates so we're not completely in the dark. I've been patient so far, but I have a major event coming up and I have to call everyone and tell them it's delayed because of Borderlinx. And the customer service team is completely clueless - they don't have any answers for me.

Honestly, I expected better from a company associated with DHL. I regret choosing Borderlinx for this major life event, and now it's ruined.

I've used Borderlinx a few times in the past and I was pretty happy with their services. However, things have changed recently and I'm not too thrilled about it. I went on their website to simulate the cost of shipping and to check if the haircare products I wanted to purchase were prohibited items. Everything seemed fine, so I went ahead and bought two items on Amazon. Both items arrived at Borderlinx, but they wouldn't let me ship them to my overseas address, claiming that it was prohibited to ship those items.

I thought of an alternative and decided to ship the items to my friend in the USA, who would then help me out. However, Borderlinx is asking me to pay $50 for that service, which is ridiculous considering the size of the items. It shouldn't cost more than $5 for such small items. On top of that, they only accept payment through PayPal, which I don't have and don't want to open an account for.

I tried to contact their customer service, but it was useless. The operator asked me to provide the link to the product on Amazon, which I did. He then said, "You see, they don't ship overseas, so we cannot ship to you." I tried to explain that the whole purpose of their company is to ship items to other countries where sellers don't ship. The operator said he would make a request to lift the prohibition, but nothing was done. They wanted to charge me $50 for local shipping from the USA to the USA.

I spent about $60 on those two products, and they want $50 for local shipping. Amazon ships those items locally for free. I asked the operator if it was possible to just return the items to Amazon, but they rejected the idea and wanted me to pay $50 to return my two items, again through PayPal.

I sent my suite number to the Borderlinx representative by private message, but so far, there's been no news. I'll keep you posted if there are any updates on my case.

As of March 17th, 2016, Borderlinx still hadn't replied to my message. They pretended to be willing to check my case if I provided them with my suite number, which I did through private message. I invite everyone who's in my situation to file a complaint against Borderlinx for their practices at http://www.ohioattorneygeneral.gov/about-ag/file-a-complaint.aspx.

The FTC's Bureau of Consumer Protection stops unfair, deceptive, and fraudulent business practices by collecting complaints and conducting investigations, suing companies and people that break the law, developing rules to maintain a fair marketplace, and educating consumers and businesses about their rights and responsibilities. You can file a complaint at https://www.ftccomplaintassistant.gov/#&panel1-9.

Let's help make the internet a safer place by filing our complaints today.

I've been using Borderlinx for over three years now and I have to say, the only thing they offer is forwarding of shipments. I've ordered things from the US and UK and had them delivered to my home in the UAE. The prices are ridiculous, but I thought there was no other option. I didn't want to use Shop & Ship by Aramex because they had a fee to open an account.

Recently, I went abroad and found some amazing false nails. I decided to order around 7 packs that cost 300 AED (around $80). When they arrived at Borderlinx, I put in the shipping information and was shocked to see that it was going to cost me 450 AED ($125) for shipping! I spoke to them on LiveChat and they decreased the price by around $15 by repacking the shipment. But I still didn't want to pay that much.

On the same day, I received a promotional email from Shop & Ship offering to open an account for $1 instead of $45. I calculated on their website and found out that to send from London to Dubai it was only 33 AED! That's less than $10. So I decided to send my packages from Borderlinx to Shop & Ship.

I contacted them, but they didn't allow it because my account was programmed to send to the UAE. I made a new account and transferred the items there, but it took a long time and a lot of tedious emails. Then I tried putting in my Aramex address, which is NOT a PO Box address, but they said I couldn't ship there. I contacted them and they said they would fix the tech issue. I tried again, but it still didn't ship.

The last email I received was infuriating. They said they would release the shipment manually, but I would have to pay GBP 35 (GBP20 for admin fee+ GBP15 per package for local shipping) to get it shipped to a local UK address. That's $54 for a package that weighs less than 0.5 KG in the SAME COUNTRY!

I've sent an email back to them and I'm waiting for their reply. But I have to say, I will never shop from them again because of their poor customer service, their deceptive fees, and their ridiculous costs.

I had a terrible experience with Borderlinx and I strongly advise against using their services. I made a purchase from a US merchant who shipped to Australia but the shipping prices were extremely high. I decided to use Borderlinx as they claimed to be a cheaper option based on the weight of my package. I was aware that they also considered volumetric weight, but my package was not very large, so I didn't think it would increase the price too much.

However, the nightmare began when they received my package and I went to pay for it to be re-shipped to Australia. Their 'budget' option was going to cost a whopping $150 USD to ship! This was beyond ridiculous as the items I had purchased only cost around that much. It went from being an estimated $200 purchase including shipping to almost $400. I tried to contact customer service via email, but they never responded. So, I decided to internet chat with a customer service representative. He gave me a scripted response about volumetric weight costs extra and this is airline standard, etc. He said my only option was to get a return to merchant authorization and pay $35 to return to sender, who is also based in the same Ohio area as Borderlinx. The merchant did not issue the return authorization, so I was forced to pay the $160 fee for my parcel.

The issue I have with Borderlinx is that my parcel should not have cost $160 to ship. This is a complete rip-off. I have shipped very similar parcels via airmail with USPS before, and it has cost under $50. If I had gone with the merchant's shipping option, it would have cost me $60-$70. So, how does a re-shipping company, which should be able to get competitive shipping rates for customers, charge $100 extra than the norm to ship a parcel?

I also knew the weight and value of my parcel before I committed to using Borderlinx. According to their cost calculator, it should have only cost me $40 to send to Australia, which is quite normal and a lot cheaper than the merchant's options. Volumetric weight is a total scam. A consumer cannot possibly know the volumetric weight/dimensions of their package before they receive it. Borderlinx doesn't 're-pack' your items if they are already in a box, e.g., shoes in a shoebox. They just change the external packaging. If I had these items posted through USPS, Australia Post, DHL, etc., they would charge me based on how heavy the item was and not 'volumetric weight.'

I strongly advise against using this company to ship your items. Do your research and find a more reputable site that offers a competitive rate. If your merchant offers shipping, go with that instead. Don't make the same mistake I did and waste your money on Borderlinx.

Yo, so I gotta say, I was pretty pissed off with Borderlinx. My package arrived at their place in Hong Kong on June 29th, and it took a whole month for me to finally get it. Like, what the heck? But I gotta give props to the unsung heroes who made it happen, even if the customer service team was straight up trash. DHL hit me up before Borderlinx even responded to me, which is just ridiculous. But hey, at least I got my package, right?

Honestly, it's wild to me that a company can survive with such terrible customer service. I had to chat with their agents like 3-5 times just to get them to check on my package, and they promised to expedite the return and refund process but it took forever. I was lucky enough to have a friend in town who could pick up my package for me, but Borderlinx still took their sweet time processing the return and refund. And don't even get me started on the fact that they didn't pick up my package when they said they would. I had to call DHL myself to figure out what was going on.

Honestly, I wish I had just used my usual service provider, VPost. They've always been prompt and responsive, and I've never had any issues with them. So yeah, stay away from Borderlinx if you can.

I asked borderlinx to consolidate my shipment, suddenly I got an email saying they will close the united states office, I tried several times to ship my things and couldn't do it, I wrote several emails asking for help, if they answered it was thought, and most of the times no answers at all. I have screen photos of all what happened and the receipts of the orders and what did I paid.

What can I do

Thank you
Alejandra cabezut

I have $2, 150 in products at the Borderlinx Ohio warehouse that were just abandoned. Prior to abandonment, I called customer service multiple timesto try to get the goods released from a security hold and reshipped to my address in the USA. Customer Service (what a joke) now says "there is nothing we can do". They offer no help, zero, to assist in the recovery of my goods, even for shipping to another address in the US. No contact information (even to HQ in Belgium) for anyone that can assist. UNBELIEVALBE

They have had my package for 10 days at the new facility in Lockburne and can not not find it now. Horrible India based customer service with attitude and no help. No North American customer service contact available. They claim 24/7 customer support but emails not responded to for 24 hours. Chat support useless with clueless staff who give attitude. Avoid using these clowns. Find my package Borderlinx or refund my money for the lost item.

I purchased an echo from Amazon in December 2017. The item arrived at Borderlinx.com warehouse. I paid to release the package via DHL. The package did not move. When I checked with DHL they said that Borderlinx has not given them the package yet.

After more than 2 months of back and forth with their useless support (that are outsourced and have no access to any kind of information in Borderlinx itself) they admitted that the package had gone missing.

They suddenly went quiet and no matter how many times I followed up the support kept saying that they have escalated it to management and there was nothing they could do. They refuse to provide any contact information to anyone within the organisation for followup.

I requested a full refund and they are still quiet. It is now closing in on the 3 month mark and I have not had any response from them.

DO NOT USE THIS SERVICE. IT IS A FRAUD.

They will not refund your money and they will not delivery on any promises they make. Their support is totally useless and you won't be able to get any kind of meaningful response.

On January 13, 2018, I bought one Lenovo Yoga Pad and accessories from Amazon for shipment to Borderlinx.
Upon receipt I was stunned to see that the cost of the shipping (to Mauritius) was excessively high, exceeding $250. When I drilled down in the details, I found that:
1) they were forcing me to choose all duty paid
2) they had included an amount of custom duty $80 whereas this duty does not exist according to the local customs charges on the item,
3) they had calculated tax at about 38% whereas VAT on such items in Mauritius is only at 15%
4) the volumes and weights have been exaggerated when compared to the weight and volume of the original items (0.34 kg item becomes 2.34 kg !)
5) They do not allow me to ship to a local address in the US (to a friend)

It is a real scam and they should be punished,

The worst. Their shipping is not cheaper than alternatives albeit may be a bit faster. You are better off asking a friend to stick your item in a bottle and throw it in the sea.
They seem to indulge in very consumer unfriendly practices- one being sharing storage for items you may not know have arrived. I used them once and had some things shipped, one item obviously did not go in the shipment and they began to charge for it. Fees shown were over 300 stg !
On top of that their customer service is probably the worst I have encountered. I tried using their web chat and had to wait an hour to be told my issue was being sent to a team and to wait for an email- all the while while charges were still added. I followed this with a phone call to be told the fee would be removed in 24 hrs- which of course it was not. I called again and was told they were looking for the item but couldn't locate it- so I was being charged storage for an item they could not find! Hopeless, at time of writing fee is still showing on my account ...
So scratch that worse than hopeless.
I plan to deactivate my account at the earliest opportunity. If I ever forget how bad their customer service is I'll bang my head against a wall, violently and repeatedly for an hour to remind me what it was like.

Do not use Borderlinx. They charged premium price for shipping of goods from United States to Singapore but service is totally horrendous.

I order my merchandise during Black Friday and used Borderlinx to ship it to Singapore. Suppose to arrive before Christmas but until now the goods has not arrived.

I emailed Borderlinx and they could not tell me the location of goods saying it wasn't shipped and there is backlog so couldn't locate my goods. Told them to refund and compensate for my losses which I paid insurance for they simply refused and told me to wait.

We are 1 month pass Christmas and now they simply ignore the emails I sent to them.

The product I purchased 24th December 2017 and delivered to BorderLinx on 29th Dec 2017 is still not showing ready for shipment to me in Australia, I am very upset with this long delay having spent over $200- on my product. It seems lost in the system; have used livechat several times as well in email contact but they keep saying it's been escalated & there is just no response unless I hassle them with more email. Unsatisfactory service!

I ordered a stroller from a merchant in the us and arranged to have borderlinx ship the package to the uk. The merchant sent the wrong item and arranged with borderlinx to have it returned to them. Borderlinx provided a shipping confirmation (2 weeks ago) for the returned item but have not returned it! Instead they are now trying to charge me a fee to return it and are withholding the package. After reading reviews I am certainly not paying them a penny! The merchant have already arranged return and covered labels etc. Yet borderlinx still have not returned the item but claim to have done so?! Seem to be trying to keep hold of the item... Very untrustworthy and dishonest.
Borderlinx's so called ‘customer service ninja's' are a joke. You have to have the patience to wait in online chat for hours or wait for a min of 4 days for a reply to your email to receive a generic response... Repeatedly. There are no contact numbers and no complaints department... Big surprise.. Customer service is non-existent.

I have been waiting 22 days and still my camera lens (650USD value) is not yet shipped. Their chat service is literally useless, I have been waiting for hours for an answer.

I opened an issue with them and still thery are unable to help, they told me to wait as they face backlog issues due to warehouse move

Date Delivered to them and signed - 21 November 2017