• Borderfree

Borderfree

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Overview

Borderfree has a rating of 1.73 stars from 298 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Borderfree most frequently mention customer service, credit card, and tracking number problems. Borderfree ranks 427th among Shipping sites.

  • Service
    45
  • Value
    37
  • Shipping
    43
  • Returns
    23
  • Quality
    35
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
2
16
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • The worst customer service experience I have ever had.
  • When the credit card they use turns out to be fake, Borderfree invoices your PAYPAL.
How would you rate Borderfree?
Top Positive Review

“US to Canada: good shipping timeline”

Edward P.
8/30/22

Overall good timeline in shipment (7 days out of maximum 8 days as promised). Very satisfied with the quality. Thanks!

Top Critical Review

“Appalling customer service and shipping timelines”

Jo B.
3/14/22

I ordered from Nordstrom for shipping to Australia on 27 February 2022. Currently, as at 15 March, the items have not left the US. There is no customer support until 21 working days have passed. Of course the event for which I ordered the products will be over by then. So, don't use border free. Instead invest in a post box service such as one offered by PayPal. Cheaper, more reliable and loads faster.

Reviews (298)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (68) credit card (19)
Thumbnail of user job454
1 review
7 helpful votes
March 14th, 2022
Verified purchase

I ordered from Nordstrom for shipping to Australia on 27 February 2022. Currently, as at 15 March, the items have not left the US. There is no customer support until 21 working days have passed. Of course the event for which I ordered the products will be over by then. So, don't use border free. Instead invest in a post box service such as one offered by PayPal. Cheaper, more reliable and loads faster.

Thumbnail of user kazzav1
2 reviews
4 helpful votes
February 24th, 2023
Verified purchase

Do not shop from any company that ships with Borderfee! Just dreadful and the service disgraceful! Sent 13 emails to receive a computer-generated number and we (Saks OFF 5th) will get back to you! Like NEVER! Called the USA and was left on hold and now have an $18 charge on my phone bill - rudest woman ever said to call back in 3 days and EVERYONE gets their refund! Then wrote on the Facebook page and get a reply "Hope you are well" I would be if you would return my $513! Then went via PayPal and was told because I lodged a dispute I could wait 180 days - hinting to cancel the dispute! Sorry fellas I'm like a dog with a bone and you lot are dreadful scammers just read the reviews!

Tip for consumers:
DO NOT BUY INTERNATIONALLY FROM ANY COMPANY USING BORDERFREE

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user vennym
2 reviews
3 helpful votes
March 17th, 2022

I purchased shoe in November 2021, they never got delivered. I have been making complaints about the issue but they give vague answers. It's really sad taking someone's money and pretend to provide quality service. They promised to refund back my money but nothing has done yet since November 2021. I decided to give up bz I used to call them every week, sending emails but I'm tired. Poor customer service!

Thumbnail of user ashk46
2 reviews
1 helpful vote
September 30th, 2022
Verified purchase

I am so disappointed by service and cannot believe company's like OFFsaks would use this service. They have lost me as a customer

Tip for consumers:
Don’t order if the company uses

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user mc1149
1 review
4 helpful votes
March 8th, 2022

It's simply NOT worth it to order from Saks Fifth Avenue to Canada while they're using Borderfree: don't do it, however tempting their merchandise is. Returns are charged and undisclosed price (up to $C30) and refunds take a minimum of six weeks. I'm still waiting for mine after multiple emails and followup phone calls. The Saks customer service team just pleads, "Don't shoot the messenger."

Service
Value
Shipping
Returns
Quality
Thumbnail of user lalab28
2 reviews
2 helpful votes
May 12th, 2022
Verified purchase

They never communicated tracking info. Lied that they'd contact in 24-48 hrs, it's been 2 weeks. NEVER AGAIN!

Tip for consumers:
They don't communicate so you're on your own

Products used:
all

Service
Value
Shipping
Returns
Quality
Thumbnail of user robl246
1 review
16 helpful votes
January 19th, 2020

Ordered from VICI to Canada and they charged an extra $100 over top my $230 order. No explanation up front when I signed in. Will also let vendor know how unhappy I am with this rip off scam. Who polices these things- no one. Ridiculous way of doing business, it is criminal if you ask me. You should be aware of any cost being charge to your account- will NEVER use them again.

Thumbnail of user jd951
1 review
5 helpful votes
January 21st, 2022

I cannot believe Saks uses these bunch of scammers! How do you deliver my order to Illinois when the parcel address stated CANADA?! $279 went down the drain! I am disgusted! Karma will get you all one day!

Thumbnail of user lc420
1 review
4 helpful votes
March 25th, 2022

Canadian Buyers Beware! Worst of a bad lot! Don't make the mistake of ordering from sellers like Macy's that use Borderfree services. Their carrier is 3rd-rate and substandard. Anything that will eventually cost you your peace of mind it's not worth it after buying from these sellers!

Tip for consumers:
Canadian Buyers Beware

Products used:
None arrived

Thumbnail of user joannab140
2 reviews
4 helpful votes
March 16th, 2021
Verified purchase

I ordered 3 items from Saks Off 5th back in October 5th 2020 and they only shipped 2 of the items.
I have called several times and they gave me the run around until finally telling me that they have rejected my complaint because they said I did not file anything with the shipping company when they have never told me that in the first place when i called to let them know that one of my items was not delivered.
Now I don't have the item I ordered and I'm out $50.

Bunch of scammers.

Tip for consumers:
SCAM.
They will take your money and wont ship your orders to you.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lucianos36
1 review
8 helpful votes
January 22nd, 2021

Borderfree charged twice to my debit card the amount i paid and there's no reversal in sight... i feel like they stole from me. I ended up paying almost 500 usd for a pair of average quality dr martens shoes. Never buying anything from them again, i'm extremely disappointed because nobody replies my emails. Borderfree is a scam.

Tip for consumers:
Never buy anything from them

Products used:
Shoes

Service
Value
Shipping
Quality
Thumbnail of user charmainet2
2 reviews
3 helpful votes
February 1st, 2022
Verified purchase

I placed an order with Herroom and since it is an international order, I had to go through payment and shipping via BorderFree. My card was charged and amount deducted on the day I made the order. I decided to cancel one item because the backorder date kept getting delayed. BorderFree sent me an email confirmation on the item I cancelled. And here comes the $#*!show of them not processing the refund, ignoring my emails, and the customer service at Herroom were atrocious too, because they just kept insisting that I have to contact BorderFree at all (while not even providing me their email address which took some serious googling to find). Then BorderFree had the cheek to attempt to charge my card with the original amount again! So they don't bother to reply, and they attempt to scam by double charging. Infuriating. Never again.

Tip for consumers:
Don't even bother buying from BorderFree.

Service
Thumbnail of user despinas8
1 review
6 helpful votes
March 14th, 2022

I am very upset. I bought a pair of boots from Sam Edelman the first days of January. I have received them after 20 days. I saw the same day that they were not proper and I have sent them back. The boots have returned back back to USA. But I am trying to see when I will get the refund. Nobody replies. Sam Edelman shop customer care informed me that I have to contact Borderfree. From tracking number I see that the boots are in USA since the the 20th of February. Can somebody believe that it can be so awful?

Tip for consumers:
Do not use it

Products used:
Nothing

Thumbnail of user sham27
1 review
4 helpful votes
February 18th, 2022

I don't know how Borderfree is used by big companies?! They are a liability. They never delivered my bedding set from PBTeen over 500$ and I have yet after a month been credited. You cannot cal them or get any type of help. The site only redirects you to the company. I've called the company 6x each time they tell me they have to wait for borderfree to refund them before they can refund me. Worst ever. Do not use any shipping that uses borderfree. My next step today is calling my bank and reporting fraud of stealing money for no service. I also will open a claim on BBB. Legit garbage. The tracking never works either. 100% useless.

Thumbnail of user fcalaniz
1 review
0 helpful votes
August 11th, 2023

They make it impossible to return items. Their website is misleading and gives you the run-around when it comes to returning an item. I would never again use Borderfree, it is fraudulent.

Thumbnail of user katyl54
1 review
2 helpful votes
June 30th, 2022
Verified purchase

Just never expecting they can refund your duty and tax paid. As in Canada we all know that we pay to CBSA when importing goods form other countries. Bought a rebecca minkoff bag and returned it. And have no way to contact Borderfree to get refund on DUTY and TAX. From Rebecca: we do not refund duty and tax since we did not charge it from you. No offence to Rebecca Minkoff as their CustCare is very decent, they reply fast and efficiently solving the issue. However, went to Borderfree, no number to call no email to send( their mailbox is un-maintained according to the auto reply I get) so it is a dead end in their contact method. Borderfree only left a number to call once you placed an order with them, later on when you try to call this number, the number hang you up if you are not an retailer but just a consumer. They ask you to contact your retailer regarding any issue you have. But what about the charges like Custom Duty they charged? No answer, no response. Do not ever get involved with retuning something. A good lesson learned. Just hope the justice will come. A company like this should never be operating

Tip for consumers:
DO NOT TRUST THEM. Unless you accept that no customer care or contact and losing all your money

Products used:
none

Service
Value
Shipping
Returns
Quality
Thumbnail of user bellss
1 review
3 helpful votes
May 19th, 2021

Can't contact them! My order is being held at customs due to wrong name/not matching passport info and I can't do anything about it! They won't release the package unless Borderfree fills out a form w/ the right name! $400 worth of stuff going down the drain! Thanks a lot! Scammers

Tip for consumers:
Please run away from these scammers!

Thumbnail of user jessr57
2 reviews
8 helpful votes
November 12th, 2019

Worst customer service I've ever experienced and theft.

They lost my order, promised me a refund, yet 1 month, and many many emails later, I'm still having to fight to get my refund of over £300.

They ignore almost every email and the ones they actually reply to, are the most unhelpful. Either sending a formatted response to which doesn't answer anything I've said or just resend the previous email.

Would stay well clear.

Thumbnail of user alterj
1 review
2 helpful votes
March 1st, 2022

I would not recommend buying anything from this website.
Some product descriptions are misleading. And they have hidden extra charges.

Thumbnail of user dylans172
1 review
3 helpful votes
December 26th, 2020

Got my address COMPLETELY WRONG even though it is the same as my billing address. I personally don't get how that happened. Plus, you cannot even contact them at all if you have a complaint or any concerns about your package. Really zero care is given and I personally don't know why they exist. My package was from wwe and you would think it would go to FED EX then to Australia post. But I don't even know who borderfree use in australia so you might aswell just sit back and wait until it comes. Or doesn't.

Tip for consumers:
Make sure whatever website you are using doesn't use borderfree as their shipper, as you will have zero luck with contacting them at all.

Products used:
None as it hasn't arrived.

Service
Shipping
Returns
Thumbnail of user sabinet26
1 review
0 helpful votes
August 8th, 2022

I have ordered some items a week ago and it has still not shipped. Questions to customer service on info are being ignored. I am going to cancel my order and will never shop with them again.

Tip for consumers:
When ordering for overseas prepare for a very long waiting time if it is being shipped at all.

Products used:
none

Service
Thumbnail of user sm470
1 review
9 helpful votes
February 6th, 2020

Do not order from someone who ships via Borderfree! I paid extra for "expedited shipping". Apparently that means wait 3-5 days for it to actually ship and get a tracking number. And then another 4 days (at best) to ship the item to me. Completely unacceptable! I am shocked that Nordstrom uses such a horrible shipping company

Thumbnail of user sc482
1 review
1 helpful vote
November 9th, 2021

Called Macy's still waiting after 14days. I have all the "tracking" numbers with no items found. Contacted Macy's only to be told they will investigate…. All while I received no follow up no contact information and no resolution. Never ever again! I will be contacting Visa for my refund. Total hassle

Products used:
Handbag

Thumbnail of user roudar
1 review
0 helpful votes
May 15th, 2021

I have tried to order through saks and for some reason they couldnt find an order confirmation and when I contacted borderfree they refused to help me and ignored my email, but they still charged my credit card. Saks was not able to find an order or help with anything saying there is no evidence that I have made a purchase! The money was on hold for two weeks and on the 15th day borderfree tried twice to charge my card with the same amount! This is not the first time I face an issue with saks nor borderfree just use any other legit european website. THIEVES. Saks said they have escalated the issue to a higher team but then sent an email asking what was the problem!

Over their helpless useless customer service

ZERO STARS

Thumbnail of user mc1113
2 reviews
1 helpful vote
December 8th, 2021

DO NOT PURCHASE anything from this company.
They do not stock authentic items and they avoid processing refunds to you because most their items are "on sale".
Worst experience and biggest waste of money.

Tip for consumers:
DO NOT PURCHASE anything from this company.

Products used:
sunglasses

Service
Value
Shipping
Returns
Quality

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About the business

Borderfree partners with the world's top retailers to make it easy for consumers around the world to buy the brands they love and have their purchases delivered to more than 200 countries. We guarantee all duties and taxes at checkout and offer low-co...

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