Borderlinx
reviews and complaints

I will keep this brief. Be very careful about using this company. The charges to ship something to Indonesia were so high that I couldn't practically follow through with it. Example: a box of candy and little gifts costing $100 in US was going to cost over $400 to get to me. I needed to get the stuff back from their warehouse and that proved very expensive as well with all the fees. I needed to do that because they were going to begin charging me storage fees while I dealt with their very slow and broken English speaking reps. The call center is in India. They are very Borg-like in their canned replies. Borderlinx unfortunately is another company taking the road of shading the truth about their services and then providing a labyrinth of insanity to folks who are unwilling to subscribe to the nonsense they call customer service.

Borderlinx - Poor service. After 21 days of them being in possession of my package order 4147595 suite [protected] I am still being told my shipment date is unknown because you moved locations. You charge a hefty sum and that is not reflective of efficient service. I follow up everyday and all I am told is "sorry I don't know when your package will be shipped." You have my product, take my money for shipping and don't fulfill your end. This does not sounds like a fair trade service but more like a scam taking peoples goods and money and not delivering on their end of the deal. Tired of the run around from their customer service reps. I just want my stuff and so worried I will never get it or by the time they go to ship it its either lost in the mix or damaged. Its so frustrating having to email/contact your company everyday for the last 21 days and get the same answer that they have no clue when my item will be shipped, I feel like I'm being scammed. I hope please stay away from Borderlinx, If you are looking for an honest, transparent, helpful and efficient service I need to go elsewhere. I have since filed a complaint with the BBB and DHL regarding this debauchery.

I m prefer some items through amazon almost since one month ago and I did not receive any mail from them and I spoke with them every and nothing at the end the are send for me one mail (the are said ur items is ready to ship, when I check my account is nothing fake service and fake action ) when I contact them they said to some items is missing and after 2 days we will update ur account with what is ready the are spam and fake company I advice not deal with them and don't trust them they are thieves

Borderlinx - Poor service. After 16 days of them being in possession of my package order 4147595I a still being told my shipment date is unknown because they moved locations. They charge a lot and that is not reflective of efficient service. I follow up everyday and all I am told is "sorry I don't know when your package will be shipped." They have your product, take your money for shipping and don't fulfill their end. This does not sounds like a fair trade service but more like a scam raking people good and money and not delivering on their end of the deal. Tired of the run around from their customer service reps. I just want my stuff and so worried I will never get it or by the time they go to ship it its either lost in the mix or damaged. Its so frustrating having to email them everyday for the last 16 days and get the same answer that they have no clue when my item will be shipped, I feel like I'm being scammed. Please beware of Borderlinx, I do not recommend them. If you are looking for an honest, transparent, helpful and efficient service please consider going elsewhere.

In September, I purchase online and ask my goods to be deliver to Borderlinx, a cross border platform to allow customers in certain countries to be able to purchase online and have their goods delivered in their country. Ten parcels were delivered for shipment to their company. They did receive my goods, organise the shipping service with DHL and to my surprise, I got only one parcel. When contacting them (Only email or web chat ), nothing was right as excuses after excuses where given. Unable to get a manager to settle my case. Since the 14th September, I am still chasing them for an answer and a decision to be made regarding this shipment. Nothing. Just to say, they are working on it... after one month!
I advise to stay away from this company. September see me spent usd 3000 for organizing several shipment and most of my parcels become Ghosts. See Next story about this company...

If you avoid troubles, then this company is not for you. They will give you a hard time working like a piece of crap.
I used them several times and every time there was something wrong.
I used to send several items at once and it was a mistake because they miss them. How? I don't know. When you pack the things all together you never expect that all of a sudden they will be missed. So I assume they unpack packages. I don't know why either.
So please use a different service, don't trust them.

Beware scam.
7 of my parcels are missing on top of the other one they lost back in january. After they lost one parcel in january and it took me so many correspondance to get it refunded, I stop using their service. I decided to give them another try and 80 parcels to be shipped from various borderlinx suite.
Then the disaster happen. Ghost shipment - 10 items to be delivered but only one make it to me with 2 weeks delay. They can't find all other parcels. This is now 2 weeks they are searching. Already paid 291 usd and still talking through a web chat with people keep telling us the same backlog delay is the reason.
They hide behind a web chat and let poor cs officer to deal with it but since they cannot find the parcels... The cs officer is running out of explanation as he keep repeating the same. Sorry backlog issue.

So we all pay a full premium price, but the service isn't prime. For example, we have to do the admin work to fill up the duties form whereas I discover aramex shipping company with their similar service offer a burden free shipping. On top of that, I realize borderlinx / dhl is 35% higher as they charge per 500 grm instead of 100 grm with aramex.
I have spent 1 month working everyday to settle these issues but in vain. I am still chasing but have little hope as the last time it was similar, they never recover my goods.
There is only one thing, they worried. It is their reputation which is very low but funny enough, you always get the cs manager to respond to all of them but never to our complaints.
At your own risk

I am getting really nervous with this company.
I know they received my goods on September 15 2017
I have called (livechat) 6 times and the excuse I get is backlog due to US warehouse move.
I have emailed myself all the live chats.
The first time I ordered everything went really smoothly but now I am starting to feel that I have been conned.

Is the move real?

What to do?

My advice is: Stay away from Borderlinx.

They provide you with a cost calculator, which makes their pricing look good. But, after you get your orders delivered to them, and when you are about to ship them to your address, additional VAT is charged (20% german VAT in my case - they never inform you that estimated costs are VAT EXCLUSIVE), so your shipping cost will be AT LEAST 20% higher than expected when you use their calculator.

They also publicize their repack service to save you volumetric shipping costs - this is a total scam. Not repack whatsoever was made.

I used Borderlinx to ship 9 items by DHL express service, 3 of those items were wrongfully measured, which led to overcharged volumetric weigth, and 3 other items could have been repacked in order to save over 50% of the volumetric weight charged, but they did not repack them, dispite what they advertise on the site.

They refunded about 10€, when the excess VAT (you are not informed about it) plus the excess volumetric weight (wrong measurements and items not repacked) amounted about 80€! And Paypal is supporting the scam, they will side with Borderlinx, as you will have a hard time proving this overcharge and illegal pricing VAT exclusive - private persons MUST be informed about final prices including all taxes.

Once you get your orders delivered to them, they will hold your items "hostage", and the prices get a lot higher than you expected in the first place. Excessive charges, no repack and hidden VAT.

Stay well away from Borderlinx, or learn at your own cost!

I shipped acrylic colors in May & similar products in July were declined to be shipped - reason given was flammable goods. I sent Borderlinx all Material Safety Data Sheets proving it was neither flammable nor hazardous. They agreed to release the shipment and I paid for it. It was a part of 5 packages but only 4 were shipped.

The acrylic colors were neither shipped nor I had any response to my almost daily follow-up for over 2 weeks!

Unprofessional & unethical! I have been using Borderlinx for many years without issues but something seems to be very wrong about them now.

The agents at Borderlinx seem to be stealing all the products that were delivered into the Hub.

UPS had proof of delivery with the following details:
According to our records 1 parcel was delivered on 07/12/17 at 10:35 A.M.. The shipment was received
by BOERNER as follows:

However, Borderlinx has declined receiving any parcel . Judging from this complain site, similar events have been file too.

All parcels seems to be missing and we have to do constant chasing for the goods delivered. The offshore CS does not response promptly as they are based in New Delhi and does not get any response from Hub promptly. They have their delay tactics in asking proof of delivery and etc.. in hoping that you will give up and ask a refund from seller instead. Constant chasing is needed.

Totally unprofessional and dishonest of the agents at the Hub. It is disappointing to know that their services offered are a scam.

They successfully sent one item last May 2017. We ordered the same item in June and now they are refusing to ship coz they said it is flammable. We informed then it was successfully ship before but all we get is a generic response. We raised a complaint amd until now no one tried to resolve thia
All we get was an automated email saying it has been checked on. It has been 2 weeks. Dont use this service. Very unprofessional and unreliable.

When goods are delayed causing great frustration since there will be on one home to collect them, Borderlinx Customer Service was alerted.
Adding to the problem instead of giving assistance, Borderlinx staff Ms. Lodwal was glib, patronizing and inactive.
Customers do not need statements like " Please be assured, your shipment will get delivered to you soon." OR "As per your concern, please be informed that we had checked the status with DHL and according to them the shipment is delivered on..."

These statements are ineffectual because there is no accountabilty nor assistance rendered for the frustrations of a waiting customer.

Frustrations that Borderlinx Customer staff should be alleviating instead of having customers personally run around frenzied, calling their DHL Centres in Malaysia and facilitating urgent delivery.

To add further injury the Customer Service announced with banality that "we had checked and the shipment is delivered...".

With reference to the shipment Id no [protected] I would like to review my custom duty fare. The parcel was received by borderlinx on 5/4/17 still not reached my hand.The cost of the item shipped was 70$, but the quoted value was 110$ by borderlinx which had abruptly raised the custom duty value. I would like to request to revalue the custom duty fares which was double the amount of the item shipped. I was asked to pay 50$ more to receive my item shipped. I had already paid 24.72$ towards borderlinx shipping.I have attached the bill copy as well as the invoice of the item shipped. Kindly review and revert at the earliest to deliver the item at a fair value .

Avoid this company.

Basically one of worst companies i ever used.

Store where i buy items does not ship to my country so i had to create borderlinx account. My husband also created account for his business, since sometimes he need specific items, that cant be shipped to my country.

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

I didnt received response for days so i contacted customer service again. They said they can't do anything, i have to wait response from security team. I waited 1 more week, still no response. Meanwhile i tried to push them and sent several emails as a reminder. Still no response. Contacted customer service again. They asked me to provide these documents to them, so i did, 5 days ago and still waiting for response. Its been over a month i'm trying to get my account unlocked, without any luck. Items is still with them for over a month !

Dealing with this problem and time going i tried to return items to merchant. Contacted customer service. They provided to me link with form i have to fill and pay fees. So i did that and paid 50 GBP for return. Received email saying, that i can't use that return option since my account is locked. Asked for refund so i can pay again and ship with Prepaid return label option. They answered fist i have to provide prepaid return label, and they will refund only after that.

My account and my husband account is still locked without any reason and i can't unlock it even tho i provided all documents they asked and beign in contact with them every day, have no effect.

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

tl;dr
They will lock your account with no reason and no explanation. You have no chance to unlock your account. Security team email address is beign ignored or does not exist. Providing your proof of identity does not solve anything.

AVOID

Being a UK resident I purchased items from the UK to be shipped to Indonesia. I received email from boarderlinx to advise goods had been received in their warehouse and to proceed to pay forwarding costing. After doing this and waiting a few days I went back online to check progress of shipment to find my account had been blocked and I needed to contact customer services (Your account is pending verification. Please contact Customer Service for further details.) I contacted their online service who advised to email verification documents to an email address they had provided which I did but to date my account is still blocked and I have had no email from borderlinx to correct the issue. Their online customer service group cant help me so I'm unsure what I can do next to resolve this issue. Now they have my goods which I would one day like to see. Any advise people

Careless employees at Borderlinx damaged my items prior to shipping and then followed it up with a customer service nightmare. I honestly cannot determine whether their conduct was due to incompetence, dishonesty, or a combination of the two.

I had four items shipped to my UK Borderlinx address for shipping to me in the US. They arrived at Borderlinx on July 28th, I released the shipment on the same day and they were shipped to me the next day. To be fair, the shipping costs were reasonable and the whole process seemed to go smoothly. Unfortunately, that was the only part of the experience that went well.

The items were delivered to me in Boston, MA on August 1st. Upon opening the packages I found that three out of the four items were damaged. Worse, they had not been damaged during shipping, but by someone at Borderlinx. When Borderlinx receives an item they open the packaging in order to inspect the contents. Whoever opened my packages used a very sharp instrument (probably a box cutter) and cut into my items. They not only did not inform me that they had damaged my items, but they took photos of the items (as part of their “ParcelSnap” service) that did not show the damage that they had caused. Since the DHL packaging was undisturbed, it was also clear that the damage had not occurred at customs either.

I should point out that I had not purchased shipping insurance. Had the items been damaged in transit, I would have accepted the loss and just considered it the risk you take when having items shipped, whether domestically or internationally. However, I found the fact that the damage had obviously been sustained in the Borderlinx facility prior to shipping unacceptable.

Needless to say, I immediately contacted Customer Support. I was given a claim number and asked to send photos, receipts, etc. to [protected]@borderlinx.com, which I did that same day (August 1st). I was told that my claim would take 30-45 days to process. In the meantime, I had had another item arrive at the UK Borderlinx facility for me. I had ordered it before receiving the first set of packages, otherwise I would not have had it shipped to Borderlinx. During my online chat with Customer Service on August 1 and again in my emailed claim, I had expressed concerns about what condition the item might be in and a reluctance to pay to ship more items that might arrive damaged. I had requested a response, but when I hadn’t heard anything by August 26th, I again contacted Customer Support as I was nearing the end of the 30 day hold period for the new item.

During my online chat with Customer Support on August 26th I was asked to upload the photos that I had emailed in on August 1st. I was told that they did not have access to the claims department, but that they could check on the status and get back to me. On August 31st I received an email asking me to upload the photos, receipts, etc. through a JotForm link. I pointed out that it would be the third time that I submitted the photos, but went ahead and uploaded the photos that same day. On September 2nd I received an email saying that my claim was being denied because it had not been received within 30 days of when the shipments were released (July 28th). There was also an odd note about not covering damaged packaging. I immediately responded to point out that I had submitted the claim on August 1st, the day that I had received the items and well within 30 days. I also pointed out that while the packaging was damaged, so were the items (clearly visible in the photos). They responded with an apology for the confusion and a request for the original ticket number for the claim submitted on August 1st, which I promptly supplied.

On September 19th I received another email denying my claim, this time stating that I was missing documentation and stating that they had sent “several reminders through email”. I had not received any emails from then since September 2nd, and I had promptly responded to every email that I had received. In fact, the email I received on September 19th was part of an email chain and showed every email on both sides. At no point had they attempted to contact me or had I failed to respond. In spite of all of this, I immediately contacted Customer Support via online chat to ask what the problem was with the documentation that I had submitted. I was told that they would look into it and that someone would get back to me within 1-2 business days. Nobody did.

At that point I was out the cost of the items, which are only available in the UK and are now sold out, plus the cost of shipping. I finally filed a chargeback with my credit card company, to at least recoup the cost of shipping.

As I stated earlier, I am not clear whether they were dishonest or merely incompetent. It is possible that they deliberately “lost” my original claim and then drew out the rest of the claim process until more than thirty days had elapsed. This may be the case because any claim submitted through shipping insurance would have been (rightly) denied as they caused the damage prior to shipping. On the other hand, it also seems possible that they are truly that inept. Either way, if I could give them a zero rating I would.

Used Borderlinx for ages and must say that I really liked their customer care service and the whole idea itself. But few months ago I've started getting tons of spam from Borderlinx and I get at least 20 spam email every day and I'm already so tired of deleting them! I tried to unsubscribe from Borderlinx but these emails keep coming! I asked their support for help and later they contacted me and promised that there will be no email anymore.
I guess they done absolutely nothing because I'm still getting spam!

Used Borderlinx and was very disappointed both with their terrible products and their highly unprofessional customer service. I decided to delete my account because I did not want to deal with these scam artists any longer. Asked their customer service to cancel my account but they did nothing at all! I wasted like weeks trying to make them cancel my account and in the end they said do it yourself! I can't do that myself and they know that! What a scam!

Borderlinx is making money by voluntarily not providing you an accurate simulator to check if a product is eligible or not for shipping. Their online simulator will show you that the product is eligible and then after you receive it it's prohibited but they want to charge you 35usd to return it, in my case I have two products and they want 50usd and those 50usd can be paid only by Paypal. They don't want and don't accept at all credit card payments.

Borderlinx explained me that the online simulator is not comprehensive and accurate... but once a product will reach their facility they have a comprehensive system to automatically find out that your item is prohibited.

Online simulator says the Haircare products can be shipped but then once my product arrived it cannot, it became a prohibited item.

I bought two items on Amazon and both items arrived to Borderlinx but they will not let me to ship those two very small items to my address overseas saying it's prohibited to ship those items.
I thought of an alternative to ship to my friend in the USA and then he will help me but Borderlinx is asking me to pay 50usd for that (it should not cost more than 5usd for such mini items) + they want the payment to be done only by Paypal (I have no Paypal account and I don't want to open one).

I was chatting with their useless customer service, the operator asked me to provide the link on Amazon of the product I bought which I provided and he said "you see they don't ship overseas so we cannot ship to you". I tried to explain him the purpose of their company is to ship to other countries where sellers are not shipping...

The operator said he will make a request to lift the prohibition but nothing was done. They want to get 50usd for shipping locally from USA to USA.
I have spent about 60usd for those 2 products and they want 50usd for local shipping. Amazon is shipping locally for free those items.

I also asked the operator if it's possible just to return those 2 items to Amazon. I don't want to pay 50usd and to open a Paypal account... but they rejected, they want also 50usd to return my two items and they want me to pay by Paypal.

I have sent my suite number to the Borderlinx representative by private message. So far no news, I will keep you posted if there is any update on my case.

Update: As of March 17th 2016, Borderlinx didn't reply to my message, they pretended to be willing to check my case if I provide them my suite number which I did by private message.*
I invite everybody that is in my case to complaint against borderlinx for their practise at ohioattorneygeneral, you can just google those keywords "ohioattorneygeneral file complaint"and file your complaint online
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The FTCs 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.

Just google this and you will find the governmental website with the dot gov domain "ftccomplaintassistant"

Help The Internet to be a safer place and file your complaint today.

See how Borderlinx is willing to help for their mistakes ? (This is borderlinx mistake not to classify haircare products as prohibited items or to provide a tool to check if an item is eligible or not since they told me their system will automatically identify if a product is not eligible...)

I filed a complaint already online at the Bureau of Consumer Protection and I invite everybody to do so.
Also it is not legal to oblige a customer to pay only using a Paypal account in order to return the goods. Borderlinx keeps on sending me email to tell me that I have to open a Paypal account because for returns this is the only payment method accepted.

Stay away from this company, you can see how they behave, they are not ethical.

In order to solve my problem with Borderlinx they invited me to contact Amazon :) to pay cheaper and to still pay 20usd admin fee and ALWAYS WITH THE OBLIGATION TO PAY BY PAYPAL. I don't have and I don't want a Paypal account.

Time for me to spread my experience everywhere.