I didn't know about sitejabber -- just chanced upon it now, and was stunned to read all the reviews. I live in Bombay, and have been using Borderlinx for more than a decade, I think. For some reason, I believe I started using them since 2006. I must have done 40-50 transshipments through them over this period, all for personal use. I buy used audio equipment sometimes from eBay UK (the mains voltage matches India), and all sorts of stuff from Amazon US and UK. I've also bought one or two items from European sellers on eBay and gotten them transshipped through the Borderlinx Germany warehouse. They opened their HK warehouse several years after I started using their services.

I've bought amplifiers, high-end disc spinners, expensive Walkman Professionals, mechanical wrist watches, photo equipment from KEH, used IBM Thinkpads from eBay US, and other things. (A used Thinkpad can cost $275 on eBay and give you 3+ years of totally trouble-free service without any warranty cover. :) )

I've never lost a package. I've used both DDU and DDP modes. Things have always reached me undamaged. When I say "always", I really mean 100%. I've had a few instances of unhelpful customer support personnel, maybe 5-7% of the time, but then this is what you get worldwide when any global operation uses cut-rate support centres in the Third World (I know what I'm talking about -- I have friends working in dead-end jobs in call centres in Bombay...) I accept these things -- it goes with the territory, in my humble opinion.

Of late, I've also seen that they take 2 days or more from the time they receive a package at their warehouse to the time it shows up in their listing on their portal. Contacting their support doesn't help get this done faster -- they just throw their "this-is-our-standard-operating-process" line at me. I know that they used to do this in less than a day before. I am certain that most of their customer support executives have had a shorter association with Borderlinx than I've had as a customer, but then c'est la vie.

Their Customs clearance in India has always been smooth. Indian Customs can be notorious, but these guys clear my stuff smoothly. Sometimes, Indian Customs asks for additional details, which I give Borderlinx/DHL on email, and then they release the goods. They used to ask for cash payment of the duty, but they've started a payment gateway online now, and I pay the duties online. They deliver the package within a few hours of my paying my duties.

They are cheaper than shipping through DHL directly. I have no doubt about this; I've done my homework. They may not be the cheapest shipment option, but I'm a bit non-Indian in my attitude towards pricing -- I don't always place the lowest price as my topmost priority. I've also bought stuff from overseas occasionally, from China and Europe, without using Borderlinx, and while the shipping costs have been low, they've taken a month, even 2 months, to reach me, through ordinary posts. I'm ok with those delays, but I am happy that with Borderlinx, I pay for a faster, timebound, tracked delivery even with their cheapest shipping option.

When multiple items come in one shipment to me, they sometimes land up separating some of the items. So, two items will land up at Indian Customs and wait for two other items, and those two will still be in Heathrow. This sometimes adds 2,3, days to the delay in my receiving the goods. Some people may get upset by this, but for me, all these are my own personal goods for my own pleasure or for my family -- nothing here is time sensitive.

The actual shipment is done by DHL as you know, and I've had 100% positive experience with DHL. (I've used Fedex once, exactly once, for a shipment from HK to India (not Borderlinx) and they treated me like garbage. I lost a piece of equipment costing about $500 because Fedex wanted me to get a clearance from the Ministry of Environment and Forests, Govt of India, before they would get it cleared through Customs. I told them to discard the item. It was an ordinary audio processor from MiniDSP, completely non-controversial.) So, having seen some of this, I value DHL for their professionalism.

One last point: some people keep saying that Borderlinx should use cheaper shipping options, not DHL. I think this is silly, because as far as I know, Borderlinx is a service extension of DHL. They exist because DHL created them in order to sell DHL services.

I was already annoyed that my package was sent to the wrong customer, but the lack of attention to Customer Service has made this a terrible experience. The way it's been handled has just shown me Borderlinx has no remorse in causing this entire situation and things have just gone from bad to worse.

I ordered two identical items and they were to be shipped out together - 1 arrived in a few weeks without issue. The other has been delayed for almost 3 months.

1. The boxes my orders were in were identical, yet the address label was mixed up with another shipment for someone in Canada, whose lamp was delivered to me. It was in a totally different box with a picture of a lamp on it that said it was from West Elm when my item was from a totally different store. There should have been checks in place at the warehouse - if there were it should've been pretty obvious that my boxes should've been together. When I told them I got the wrong package, the customer service told me to check that my seller didn't send me the wrong item. I told them that it couldn't be the case as it's not even from the right seller. Your first response to a customer complaint should be to check what you did and not assume the issue was with the seller.

2. Since I notified Borderlinx that my item was missing, the customer service in keeping me informed has just been terrible. I'd email once and no one would respond to me for a week or more. They may have been trying to locate the package and to get in touch with the girl in Canada, but they could have easily emailed me to let me know what they were doing. It was bad enough that I had to ask for an update instead of them coming to me, but it's even worse that my emails were ignored when I specifically asked what was happening with my shipment. This happened not once, but multiple times throughout the process of trying to get my package back.

3. It took a month and a half for my package to leave Canada. Maybe the girl in Canada delayed the process - but honestly, neither she nor I should've had to deal with DHL directly at this point. This was Borderlinx's fault for mixing up our orders and it should've have been part of their customer service to fix it instead of passing it on to us to send out the packages to each other directly in an attempt to save costs. If they made the mistake, they should have arranged all the deliveries necessary to fix it - like a DHL pick up to ship both parcels back to their warehouse before sending the right packages back to where they belong.

4. Once my package left Canada, there wasn't a commercial invoice attached. Again, you might blame her for not attaching it but it's a confusing process for people who haven't sent a shipment as a seller before. I was lucky that my DHL driver was more attentive and told me I was missing a copy of my invoice as well. I wasn't sure how to fill up the form either, so I understand if she had some trouble. What I don't understand is that I was the one who had to follow up with DHL because my parcel didn't arrive. Borderlinx should've have had a better tracker on my parcel that would've informed them it was stuck in Canada without a commercial invoice. Worse still, when I emailed them to ask for the invoice after contacting DHL myself, I was sent the wrong one TWICE and had to wait an additional week before it could be shipped out. It just shows you a total lack of organization and awareness.

5. I finally got my package this week about 2 months after the first one arrived. And I haven't heard anything from one anyone at borderlinx since. DHL has followed up with me to ensure everything was settled and told me to message them if I needed anything else, though. They have been much easier to contact throughout the last bit of this process and they have been much more helpful even though they're just the carrier. As the forwarder it should've been Borderlinx doing this. In short, it's probably better to just use DHL directly and forget about Borderlinx.

6. When I expressed my frustration to 1 or 2 people via their online chat, I was never met with a satisfactory nor an apologetic answer. The closest I ever got to the latter was an "I understand, but we are looking into it. Please wait for our staff to email you." That doesn't even come close to cutting it when I was telling them that I've been waiting for an update for over a week and no one's got back to me (again this happened multiple times); not to mention the fact I usually had to wait 45-60minutes to even speak to someone on a chat - or more if I was kicked out of their extremely vexing chat system that kicks you out for 'inactivity' even when you're waiting to speak to someone (what else can you do but be inactive on the screen while waiting?)

Eventually I was told that I would be compensated for my trouble once the packages were rightfully returned. Now since I've gotten it back, no one has contacted me about this since.

No apology. No responsibility. No customer care. No compensation.
This was my first and last time using Borderlinx and you can be sure I don't recommend them to anyone else.

Ok so my review is not as bad as everyone elses but they are EXPENSIVE to say the least - I can only talk about my experience from using the Hong Kong address

They use volume weight if its a small item as they cant make enough money from it so the price will often be higher than the item contained in it. They only use DHL from Hong Kong because its the most expensive shipping method (again to make money) What you have to understand is that they are a business and need to make money or it would be pointless offering the service - However the customer service team definitely need training on customer service and they should at least offer a cheaper alternative to DHL and maybe implement a fee structure so the charges are more transparent otherwise you feel you are getting ripped off.

Time wise, I felt 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 will have something arriving in a few days and will update on my experience.

Stay tuned

*******UPDATE 11/12/2017************

Package was processed the day it arrived at the Hong Kong Warehouse and I received notification - Logged in and checked. No invoice included so the Estimated Package value was hiked up (Obviously. I sent the correct details and it was solved straight away. What I was shocked by 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 was pictures showing it was - after she realised this she gave me the usual spiel about it being repacked to reduce the shipping. NO! You 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).

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

So just to sum it up, They are EXPENSIVE but aren't a fraudulent company buy any means, they just seem to be employing some really unethical trade tactics these days. They shouldn't 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 don't even want to give one star. I had no idea about a delay or backlog until after I had ordered. If this is causing Borderlinx such problems, it should be displayed prominently on their homepage - "We are experiencing significant delays due to a warehouse move." Had I been aware of the delays before ordering I would have used another company. It is not acceptable to have continued delays one month after moving their facility - such problems indicate major incompetence in the way this company is run.

I ordered a parcel from a US merchant on 24th September. Due to delays with the USPS it arrived at the Borderlinx facility in Lockbourne, Ohio on Tuesday 3rd October. I immediately released the item for shipping to the UK, using the DHL 4-6 day service. On Wednesday 4th October I was informed through email that my shipment had been dispatched and handed over to DHL, and I was given a DHL tracking number. I took this to mean that DHL had collected the item. However, the DHL tracking says "Shipment Information Received" meaning that that a Waybill has been created, but DHL have not yet collected the item. It is now Monday 9th October and still the DHL tracking indicates that the shipment has not been collected. I also requested a repacking which has not been carried out.

I have contacted their customer service numerous times over this issue and each time I am given a scripted response regarding their warehouse move. Nobody I have spoken to was particularly polite or helpful but I spoke to one Upender Sharma who was extremely rude, and as such I have filed a complaint regarding how I was spoken to. I have raised a support ticket, which I am still waiting to be resolved.

I have never experienced such incompetence and rudeness from any other company. I am stunned that this firm is still in business, and I sincerely hope that everyone who has been affected by this situation moves their custom elsewhere and causes Borderlinx a financial loss due to their mismanagement of the situation. The attitude of your customer service agents is appalling.

Borderlinx - please do not reply to this comment with your scripted "Sorry about the delays, we've moved our warehouse but we're working on it" - unless you can get a real human to respond to my issue and work to expedite the dispatch of my shipment, I am not interested. I will be contacting DHL over this and will be strongly suggesting to them that it is harmful to their business reputation to be in any way affiliated with such a poorly run, incompetent outfit such as yourselves.

Order No. *******
DHL Tracking *******130

EDIT: After being handed over to DHL the package was delivered promptly. Borderlinx, this is not the standard pace YOU work at, it's the standard pace that DHL work at. You are not responsible for me getting my package two days after dispatch - this was DHL's responsibility, and a great job they did too. All you did was delay my package by nearly a week unnecessarily because of your incompetence. I will never be using your service again. You do not deserve your customers' loyalty and I sincerely hope people decide to go with another forwarding agent and run you out of business, because that is what you deserve after this farcical display.

Living in this part of the world I have experienced some pretty bad customer service, but this experience has been the worst. 1.5 weeks ago I requested my packages to be "repacked" (which should be happening automatically and I shouldn't have to always request this manually each time), this repacking request took wayyyy too long so I decided to cancel it and proceed directly to releasing the shipment as there was no time left. After releasing the package, borderlinx still has not handed it over to DHL after 4 full business days, and are providing no estimated day in sight. Firstly, I already understand you are experiencing a backlog in your new US hub, however the delays should have been communicated to your customers as soon as you discovered it, and not hidden from us until the last minute when we had to discover it ourselves and beg for some sort of communication. If this was informed to us prior, I would have certainly found another way to ship my extremely important and time sensitive package. Secondly, what kind of company doesn't have a communication channel which we can call? We are literally forced to use this extremely frustrating online chat system with no way of speaking to someone over the phone (I think you have a "call back" button, but no one ever calls me back"). Also, your poor "customer service" team on the online chat does not have any answers, only responds with very generic sentences and apologies that were computer generated, and have no way of getting immediate (or any) answers from the US hub. They promise an answer from the US hub within 1-2 business days, that I haven't received in over 1.5 weeks. This is a terrible and unacceptable communication channel. The US hub should have an agent that feeds back the status so we as customers can at least stay informed and make other arrangements, rather than keeping in the dark. I have been extremely patient with this case so far, but I have a major event in my life this week, and unfortunately have to call back all the people I invited because of the delays in these packages which I spent a lot of money and time customizing, ordering, and making sure were on time from my side. The responses from your customer service team are generic and provide no answers what so ever, the customer service teams are completely clueless. This is completely unacceptable, for a company associated with such a high standard as DHL, I expected much higher, my biggest regret is choosing Borderlinx for this major life event and it is now ruined.

You want to use borderlinx? Just read this chat, they can steal your staff anytime they want and they said it

Chat transcript

Name: Lyle
E-mail: *******@gmail.com
Borderlinx Suite Number (e. G: 1234-5678)
What is your question? Hello, may i speak with Gelna?

Moustafa Tue, 04/18/17 08:11:27 am America/Phoenix

Hello. How may I help you?

Lyle 08:11:39 am

Transfer me to Gelna please

Moustafa 08:12:19 am

Please allow me a moment while I check that for you.

Lyle 08:12:22 am

Ok

Moustafa 08:14:11 am

She is Offline

Lyle 08:14:36 am

Don't lie please
Gelna work from 5 pm to 1 pm EST
So just transfer me to her
Sorry from 4 am to 1 pm EST 08:15:53 am

Moustafa 08:16:45 am

Just i m talking to her she is offline, allow me a moment please

Lyle 08:18:03 am

Ok

Gelna 08:21:18 am

Hi Lyle

Lyle 08:21:35 am

We truly regret to inform you that after investigation our security department has advised we could not open your account.

Gelna 08:21:37 am

The security department has checked all the documents and said they are unable to reopen your account

Lyle 08:21:39 am

Can i get any reason?
Normally any legal company when they take any decision they give reasons

Gelna 08:22:04 am

As a customer service representative, there is nothing I can do here.
The decision was made by our security department

Lyle 08:23:13 am

Ok so when i put this on sitejabber and publish it on facebook you will tell me it's true we close your account because The decision was made by our security department?

Gelna 08:25:13 am

Please provide your purchased order number, email address so we can contact the merchant if they can make an exemption and accept the return request
Yes and there's nothing that Borderlix customer service representative can do here to help you re-open your account

Lyle 08:26:43 am

Ok it's good i just want people to know that customer service are useless at borderlinx and security debarment take days to answer and even after providing it with everything it will not help and it will not give any reasons
Just one more question if Newegg didn't accept this exception what you are going to do? 08:27:06 am

Gelna 08:27:32 am

I have to check with the relevant department first before I can advise

Lyle 08:27:53 am

Ok advise please because i have tried everything

Gelna 08:29:49 am

I'll have to contact the merchant first
If you already have the details I requested, please provide it here or you can reply to my email

Lyle 08:31:00 am

I will have to get my lost email *******@aol.com first so i can get this info, but just in case i couldn't what will you going to do?

Gelna 08:31:40 am

I cannot tell at the moment as I'll have to check with the relevant department in the UK first what can be done
I believe the merchant will understand 08:32:08 am

Lyle 08:32:50 am

I will try my best to get this info, and you get me info from this useless department at uk
Because I have lost my login info and email as well when I reset my mobile by mistake that's why i changed my email with you as well 08:33:47 am

Gelna 08:34:35 am

You may contact the merchant via email. We believe they should be able to pull out the requested information via your email.

Lyle 08:34:53 am

I said i will do my best!
But i need reply from your side also what is going to happened if I can't!? 08:35:12 am
So when you will answers me about this?

Gelna 08:37:37 am

We really do not allow shipments to be shipped anywhere for accounts that are on hold.

So, we will do our best to make the merchant accept the return

Lyle 08:37:54 am

AND IN CASE THEY DIDN'T UNDERSTAND THIS?

Gelna 08:38:14 am

We'll see if we can discuss with their customer service manager

Lyle 08:38:36 am

Still no useful reply from you
But that's my items and I need to know what is going to happen
Anything is possible
So in case they didn't understand you and didn't accept return! 08:39:04 am
What will be your situation?

Gelna 08:39:11 am

It cannot be shipped anywhere other than merchant's address.

Lyle 08:39:25 am

So you will take it for yourself?
In case merchant didn't accept so you will just take it?

Gelna 08:39:57 am

Shipments will not be shipped anywhere other merchant's address
So, yes that would be the case 08:40:02 am
The shipment will remain in our warehouse.

Lyle 08:40:17 am

Ok nice sitejabber will be very happy to see this
Thank you

Gelna 08:40:31 am

I'm sorry to know that
Is there anything else that I can assist you with?

Lyle 08:40:45 am

No thank you for stealing me bye.

2 stars? Wow i wish i could see this before i open account with them:(
Well first package shipped and everything cool
I got more items and they refuse to ship it (macbook and iphone) as they consider it as Prohibited Items
I wonder why this happened because i already asked live chat before i buy this staff before i even signup and they reply yes it's fine i even showed then links.
Anyway when i contacted them again they act silly and told me they will contact hub and back to me in 48 hours!
Well that's the first thing not professional at all! Don't you think so people?
Then after 48 hours i go to check my account and i found it pending verification I shocked from this as i'm having more items on the way (and before i made any payments i asked live chat if they gonna need any verification or documents when i make payment he said no, it's only needed when i buy something through them)
I still didn't feel safe i don't know why so i decided to pay them with prepaid and virtual credit card loaded with bitcoin instead of my physical credit card.
Anyway they suspended my account (without sending any reasons or emails to me) i contacted live chat someone names Sumit answer me and told me he can't see any reasons he will back to me on 1 or 2 business days and i was unlucky cuze it was Friday night :(.
I waited the weekend then 2 business days and nothing, i contacted them they ask me to send documents to *******@borderlinx.com and i have done this as well and no reply yet i even sent from 2 days email to *******@borderlinx.com and guess what? No reply yet!
1 week they didn't told me why i can't ship my staff or why they told me it's allowed then they mark it as Prohibited Items
They didn't tell me any reasons about suspending my account or sending me any emails
And for now all live chat do is to ask me for wait!
How to wait if they didn't even reply if they received my documents or my case or anything!
From my opinion this company lacked many things they are not dealing with humans at all.
And now i will leave you with this funny chat.
Chat transcript

Name: LYLE
E-mail: *******@gmail.com
Borderlinx Suite Number (e. G: 1234-5678) 1524-7539
What is your question? Hello, when i will receive any reply from cs or security or Sumit?

Ashraf Wed, 04/05/17 05:40:08 pm America/Phoenix

Hello. How may I help you?

LYLE 05:41:27 pm

My account is pending verification i have sent explanation documents and everything and no replies yet!

Ashraf 05:42:34 pm

Ok i will send a request to our security team to investigate further and we will contact you again within 2 business days via e-mail.

LYLE 05:43:13 pm

I think that's become annoying right not because every day i get same answer from you!?
Can i speak with sumit at least?
Right now*

Ashraf 05:44:08 pm

Unfortunately he is not available at this moment

LYLE 05:44:38 pm

Perfect ok so promise me you gonna contact me in 2 business days at least
Because i will not wait another weekend!
This isn't fair, my problem start from a week ago and no 1 emails received at least!? 05:45:29 pm
Even your number *******246
No one answer it
If you have many packages then get more employees! 05:46:27 pm
Not a week and asking for 2 more days!

Ashraf 05:46:40 pm

So sorry for the inconvenience, please bear with us

LYLE 05:46:52 pm

Ok i'm waiting

Ashraf 05:47:01 pm

Is there anything else I can help you with today?

LYLE 05:47:07 pm?
I thought you gonna contact someone or something!

Ashraf 05:47:41 pm

Please allow us sometime

LYLE 05:47:49 pm

1 week isn't enough?
I have about 4.5k items with you for 1 week and you still asking for more! 05:48:27 pm
Really shame!
Hey do you have complaints department or something? *******@borderlinx.com no answer
*******@borderlinx.com no answer as will
Sumit no answer
Something not normal with you! 05:49:39 pm
I have never seen a company need 1 week to answer
I got no reasons to suspend my account
And i didn't even receive any answer about it for now 05:50:30 pm
This isn't cool and now sorry isn't enough at all
It's me who is sorry that I trusted you
I want a solution now! 05:51:05 pm
No more waiting!
Tell this to your boss NOW 05:52:23 pm
Why you aren't pro at all?, When you need time to do something you should tell me hold on or wait please! 05:57:39 pm
GUYS IT'S MY RIGHTS AS USA CITIZEN OR EVEN A HUMAN TO KNOW WHY MY ACCOUNT GOT SUSPENDED AT LEAST, WHAT IS WRONG WITH YOU? 06:01:25 pm

Ashraf 06:01:55 pm

US citizen? Really?

LYLE 06:02:05 pm

YOU PROMISED 2 DATES BEFORE AND NO ONE ANSWERED ME, WHAT IS THE DIFFERENCE NOW?
YES REALLY!

Ashraf 06:02:29 pm

Oh, i though you're an Egyptian

LYLE 06:02:47 pm

NO IT'S MY CUSTOMERS FROM MIDDLE EAST

Ashraf 06:03:03 pm

Ok

LYLE 06:03:08 pm

OK?
SO WHAT?
WHY YOU ALL LACK OF RESPECT?
THIS IS THE MOST UNPROFESSIONAL AND UNRESPECTABLE SUPPORT I HAVE EVER SEEN 06:04:30 pm
HEY SOLVE MY PROBLEM NOW DO YOUR JOB! 06:06:25 pm
DON'T JUST KEEP READING THIS!

Ashraf 06:06:52 pm

Actually my job not to solve your problem
Your account has been suspended due to security reasons. Please contact our security team at *******@borderlinx.com and include a copy of your card, ID card and proof of address registered with us.

Unfortunately, customer services cannot assist you further on this.

LYLE 06:07:29 pm

AND WHY NO ONE OF THEM ASK ABOUT THIS ON OFFICIAL EMAIL?
I ONLY GET THIS INFORMATION FROM YOU HERE
AND I ALREADY SENT THIS STAFF AND NO REPLY YET
WHAT NOW TO DO?
WAIT?
HOW LONG?
YOU ASKED BEFORE FOR 24 HOURS
THEN 2 DAYS THEN ANOTHER 2 DAYS!
AND NOTHING YET
NOW YOU WANT ME TO WAIT 2 DAYS AGAIN THEN IT'S WEEKEND AGAIN AND REPEAT THAT 06:08:55 pm
NICE JOB REALLY!
Ok I'm going to share this on internet now 06:12:02 pm
So you are just doll right? 06:19:25 pm
I mean just answer machine you can't do anything else.
You can't even contact them

Excellent Service BUT Very high prices in shipping and Taxes...

You want to trust borderlinx about you staff? Huh just read this chat between me and one of the useless customer service support, read it all it's funny!

Upender Hello. How may I help you?

I apologies sumit is not available at the Moment

Sigma are you there

Sigma yes

When he will be available?

Upender After 2:30 hours

Sigma I have problem with the security team and it's 8 days 6 business days and no reply yet, i sent email to *******@borderlinx.com he told me they reply after 24 hours for sure and nothing received also, so what should i do now?

Upender Yes you are right and our supervisor tired to call you and the number could not be reached

Sigma Which number?

I didn't gave you any numbers!

Upender is there any other contact number available

Sigma *******712

+1*******712

And why he didn't told me this on email?

Upender we tried to call on the number on your account

Sigma I have to come here?

I have no number on my account!

And even if i didn't reply you should told me that you can't reach me!

Not to wait until the 24 hours is gone and i come to live chat again so i know that!

Don't you think what I'm saying make any sense?

Also I don't remember i have any number on that account, something fishy here!

Upender we tried to call at this number *******265)

Sigma that's not belong to me!

Upender that number is on the ticket

Sigma that's bhphoto number!

It's the merchant number

I'm the customer

Not the merchant

Are you serious guys?

Upender There seems to be misunderstanding about the contact number and we thought that is your contact number

Sigma You thought!

Perfect 8 days with no help, and guess what it's weekend so i guess you will not contact me and i will have to wait another 24 business hours right?

Upender May I get your contact number so that our supervisor can reach you at that number

Sigma *******712

Upender thank you for sharing the contact information

Sigma When i get reply from this supervisor?

Upender On Monday due to weekend my supervisor is not available

Sigma So one more time it's you mistake that you contacted wrong number, and i will have to suffer and wait again because you are just gods contact customers when you like to do.

And if i didn't come here, no one will even think to send me an email to say we couldn't reach you.

Just moment let me record this funny movie with my camera because i will make the reputation of this company on the ground

Upender I apologies for the inconvenience caused to you

Sigma Yeah yeah apologies, that's your best

Easy word

Today is business day why he don't contact me now?

That was his mistake he have to be a man and fix it not to make me waiting

That's how it works if he is even a man

If this even a company not scammers

Upender Sigma I really apologies for the inconvenience caused to you

Sigma I'm sorry but i don't know any banks accept sorry or apologies

I understand only money and time.

And you don't respect both

Where is this supervisor now?

And once again why no one contacted me on my email saying that he couldn't reach me?

Upender I am sorry my supervisor is not available at the moment due to weekend

Sigma it's Friday!

What weekend you are talking about!

Upender Saturday and Sunday

Sigma Today is Friday!

So where is him now?

Upender The HUB is alrady close for the day

Sigma and once again why no one contacted me on my email saying that he couldn't reach me?

Upender the HUB timings are Monday to Friday 9 am to 5 pm

Sigma what time is this?

And once again why no one contacted me on my email saying that he couldn't reach me?

Upender 6:20 PM OHIO time

Sigma and once again why no one contacted me on my email saying that he couldn't reach me?

Upender Unfortunately I have no access to that information

Sigma Ok prefect you are just lazy and careless people and i will share this on internet___________________________________________
Believe me if you face a problem there, it's done they will do nothing for you, but even if they do, i will not feel safe with people like this, if I'm wrong please someone tell me!

Even though officially Borderlinx is still investigating what happened their responses to the complaints on this website justifies writing a review already. I promise you, I *will* update this review (if possible) or write a new one after this has been resolved or I closed my account.
I ordered an item from Germany to be shipped to Hungary. A piece of cake not? It was delivered in one day to their center and DHL shows that it was delivered with suite number and name in place.
Since nothing showed up I contacted the helpdesk, they told me it would take 24 hours. Around 12 (7 of which business hours) already passed but I checked the next day again.
Nothing.
This time the helpdesk told me that parcels are always processed before the end of the working day they were received on. To find my package they need 1 or 2 business days. One of which has now passed and no update whatsoever. This girl did mention though that it was very likely the suite number was missing, so either me or the sender made a mistake. Not Borderlinx. They don't make mistakes.
According to DHL the name and the suite number are in the first address line, so no doubt there.
The whole experience so far has been very unpleasant and since I cannot find anything on their website what happens if they lose a package I'm afraid I lost my money and can only hope for a few euros refund.

The question that has not been answered so far is how it is possible that parcels aren't scanned/labeled/processed/ IMMEDIATELY. This actually shows a huge lack of knowledge and professionalism in a branche they pretend to be familiar in. Quotes as 'we process thousands of parcels per day' should offer some assurance, in stead it actually does the opposite. If you do, you should know what you are doing. For me it's clear, they know nothing.

The replies of the 'Borderlinx rep' are quite nice and friendly, not necessarily what you can expect using their (not public) chat. I will save him/her/them the trouble of responding as there is nothing you can say, you should not have lost my parcel in the first place. It is that simple.

-- UPDATE (+3 days)
Parcel has been found. Shipping costs are ridiculously high, higher than if I'd had more patience and used DHL (which in this case would have been possible).
Also, they opened the parcel for some reason. I didn't know about this procedure and 'have nothing to hide', but still. It seems unnecessary as no other carrier does this. Also I did not ask for repacking or whatever.
The shipping cost calculator is as deceiving as the rest of the company. Yes, the shipping is only '17.50', but don't forget insurance and fuel surcharge (together around 19) which the shipping calculator won't mention.
I have the impression these people are not ready to receive and send parcels, they respond surprised, lose track of items and then the indicated price doubles. Maybe it's actually a Chinese restaurant looking to expand their business?
Hilarious comment from the Borderlinx rep, my parcel has the status 'ready to ship' for three days now. I don't know what the hell we're waiting for, but I could have driven to the seller, stay for a few days and be back by now. For the same amount of money as well.

Will update when, no if, the package arrives. Remember: STAY AWAY, book a plane ticket, a city trip or whatever. It's faster, more fun and not much more expensive.