Shipment order (*******) released on 7 Oct 2017 for 4 parcels. Only 3 parcels sent out after 1 week delay. As of now, the last parcel is still in the warehouse and unaccounted for. Checked with Customer service everyday, and all I got was standard answer of backlog and waiting for warehouse to get back to them.
Paid premium for 2-3days shipment, all i got was 2-3 weeks delay instead.
Very disaapointed with borderlinx.
Borderlinx switched my package with another one and delivered it to a different country. It was expected to receive my shipment since 11 August But it didn't arrive. I contacted borderlinx and they told me that my shipment was switched with another one to another country and they will correct this problem and redirect the shipment to the correct destination. The status of the waybill of my shipment is: (returned to shipper!) and the shipper(which is borderlinx) don't know anything about it.! I am waiting from 2 weeks and until this moment they cant resolve my problem. I tried to resolve this issue with their customer support but with no success.
Problem with company.
1. In Multi Quantity shipments, they miss 1 or 2 items, and there is no whereabout for that.
2. Wrong Shipment value is updated in all shipments.
3. Wrong Weight is charged in Shipments.
I am yet to release my shipments, waiting from last 15 days to get response from them, but no benefit.
Borderlinx lost my package because of some internal move between different hubs in the UK.
I talked to support 2 times a day for three days, getting new explainations every time. It was clear that the support didn't have a clue or was instructed to lie.
The blamed the merchant and the speditor but would not accept any blame.
As it turns out, the package was actually delivered the first day to Borderlinx, then they lost it internally for a couple of days and then it turned up.
I demanded a good discount before releasing the package to make up for this added time and troubles but they refused.
Will not use it again!
I used Borderlinx to purchase a small item (a drip tip for vaping use) from a USA vendor, as he didn't ship to Ireland. This item is no more than 1/2 an inch (square) in size, weighs less than 1/4 oz. The item cost me $21.95, plus $3.50 for shipping in USA.
Borderlinx charged me $24 for shipping, PLUS $10 in tax. AS I didn't buy the item from them, and the vendor has his own sales tax liability, I really can't see how $10 is justified. I also can't see how $24 is justified.
The site had a shipping fee extimator, which didn't give me any hint my item would be so costly to ship, or I'd never have bought it, or at least not used them. I think this is disgraceful. Caveat Emptor.
Dear Mary, Thank you for your feedback. Please allow us to explain how the shipping cost is calculated for international shipment.
The shipping cost is based on the weight of your shipment- dead weight or the volumetric weight, whichever is the heavier. This is as per the standard for Air freight transport regulations. Shipping cost is not based on the value of the item as you might think.
Due to the handling cost associated with Express Services (which includes courier pickup, customs clearance, and courier delivery), the first half kilo is usually the most costly for the International shipments.
For example, the first half kilo from USA to UK is USD24, however, the incremental half-kilos will cost you USD4 only. Therefore, a 1 kg package will cost you USD28 only in shipping fee.
For that reason, we offer you the consolidation service. Consolidation is the process of combining multiple packages in order to release them together under single tracking number. This way you save a lot in the shipping fee through our consolidation services. To know more about the benefits of our consolidation service, please refer our website link-
http://www.borderlinx.com/en/pages/faq/consolidate-packages
You can also get an estimation of the shipping cost prior to the purchase. Please use our Shipping cost calculator: www.borderlinx.com/tcc. Please note that dimensions and weight entered are important to get an accurate estimation.
Additionally, we use DHL carrier to ship to all countries, which is reliable and prompt.
Regards, The Borderlinx team
How borderlinx determine the tax before deliver the parcel. Seem like borderlinx simply charge the tax for my goods that arrive into their hub. Previous good with slightly higher cost weight price they never charge for tax. After that the goods with lower cost weight price they simply charge the higher tax. What a ridiculous calculation borderlinx use.
Dear Khairul,
We need to understand how duty/tax are calculated. Many customers would relate it to just the item price and question how the duty/tax be what it is. We use a standard formula of calculation duty/tax on the CIF value which consist of Item price, Insurance and Freight. You may verify this with your customs as well. That's exactly how they calculate the applicable duty/tax. Additionally, our system is updated with the latest duty/tax rates of your customs and is not based on Borderlinx rates. The duty/tax applied is pass on to customs of your country during customs clearance which is handled by DHL only. This is the basis on which we are able to provide you much preferred Delivery Duty Paid (DDP) service that makes your shopping easy and convenient without any hassle.
Should you provide your Suite number, we can explain the calculation as well for both your shipment orders.
Best regards,
Borderlinx Team
I specially told them not to open/repack my shipment and even contacted customer support to ask if it's mandatory. They told me they won't unless I set my account to repack them, which I didn't and made sure it was set to no.
Their service isn't cheap either. So beware.
Won't be using them again. Ever.
Dear Babar,
All packages we receive at the hub may be opened for initial inspection so that:
1. We can pull out the seller invoice to update the item details to your account
2. We can inspect if the item received is prohibited/dangerous to ship
3. We can inspect if the item received is in good condition and not damaged.
This does not mean we will open the inner packages, which we don't do. We will open the outer box, inspect it, and reseal it. Inspecting of packages is very important and unavoidable as we need to be sure what we are shipping and ensure we are abiding by the rule book of customs- import/export and IATA (airlines)
The preference option you are referring is about repacking- to reduce the package dimensions in order to bring down the shipping cost. You can choose the option to Repack (if possible) or Not. This is again absolutely Free service.
Hope it clears the misunderstanding. Regret any inconvenience caused though.
Regards
Borderlinx team
I worked for Borderlinx for over 30 days as a shipping and receiving agent. I signed a contract that I would be paid $10.00 for each shipment that I sent out for the first 28 days, After 28 days, each shipment will be $15.00. It has been over 37 days. Management will not respond to my email. I have not been paid. What can I do?
Hello Robert,
You have been scammed and you must report this matter to the police/concern authorities. We don't outsource our warehousing task. We have our dedicated team and warehouses in place in US, UK, Germany and HK. We don't involve third parties. Please review your comments here.
Regards
Borderlinx team
I ordered a Tonino Lamborghini lighter from Amazon.com which the USPS delivered at borderlinx on 4th February 2017, now people at borderlinx are unable to locate my order and are asking me to provide all kinds of irrelevant details to find the whereabouts of my order. This is very unprofessional of them.
Dear Vivek,
We receive hundreds, if not thousands of shipments everyday at our warehouse and it is very hard to locate or identify 1 shipment among all the shipments we have in our warehouse. And to help us easily locate the shipment in question we always need the 5 pieces of information.
We are sorry to know that you find this unprofessional but this is the only way that we can easily locate the shipment.
Best regards,
They charge 80 pounds to foward a medium size box UK to Germany. This is just ridiculous. They dont offer different couriers and prices. Just one price which is 3 times the average price. Stay away. This is MAFIA. Forward2me is WAY better and more professional.
I ordered from a supplier in the UK. Since I am outside the UK, I had to pay VAT which the supplier stated would be refunded once the shipper sends him a stated document. I selected to use UK borderlinx to have my goods shipped as I thought it would cost cheaper.
I received the goods. I contacted Borderlinx to forward the proper documentation to my supplier(who very willingly called and mailed Borderlinx) but Borderlinx didn't do needful(4 months gone by) and still no follow up. I paid an additional 62 gbp on my goods which I could have not paid if I would have shipped the goods directly from the supplier.
What a waste of money & time because of Borderlinx!
I would not recommend other business related persons to use Borderlinx!
Hello Sharmila, The only payment receipt and document available can be accessed from your Borderlinx account > Shipment history.
Unfortunately, we don't have another document to provide to you. As a third party freight forwarder, we are unable to share internal company's information to you and we regret the same.
Regards
Borderlinx Team
Borderlinx is horrible. They are just out there to fleece. Promise fair charges and then ask for USD 142 for shipping 3.5 lbs to Oman. Couldn't be worse. They say that they repack to save but then estimated volumetric weight to be 5 times the actual and then said that it is also not possible to reduce.
Would ask everyone to completely stay away from them.
I have to be honest, I was a bit worried about using borderlinx. After shipping 2 times with them I couldn't be happier. I received both my items on time. I saved money using borderlinx over buying locally in Singapore.
Just received this in my email:
Dear Borderlinx Customer,
It is with great regret that we have to inform you that we are suspending all cross-border shipping, effective immediately (June 5,2018).
As you know, shipping from our hub in the US was suspended on May 8,2018 due to a financial dispute with DHL Supply Chain (the company that was handling our US hub operation). We have not beeen able to resolve that dispute. DHL Express (a different company that has handled our Express shipping for 12 years) has now informed us that they will no longer provide cross-border transportation for your packages. As a result, we cannot sustain our shipping service from our hubs in the UK, Germany and Hong Kong (as well as the US, which was already suspended).
From now on, please do not order any items for delivery via Borderlinx, as they can no longer be shipped to you. We are seeking alternative solutions to ship any item already in your suite or any item that a merchant has already shipped to a Borderlinx hub. We will let you know as soon as we have something in place.
We deeply regret this situation. Borderlinx has been a pioneer in duty and tax calculations and cross-border shipping of packages all over the world and we want to sincerely thank you for being a loyal customer.
From the Borderlinx Team
Didn't happen soon enough good riddance
So finally my shipment status was changed, after close to 2 months. Thought i would share some information try to help out those in same predicament as i was. How did it get resolved you say? Called them and spoke to a customer service agent, contact number is +1 937 889 6246. I was on a live chat session and again was getting the same run around; we are sorry for the delay, it is being escalated... I decided that i had enough searched for their number and managed to get through. Agent explained that the shipment had been misplaced, not like what the chat session was informing, and that they have contacted the warehouse team and would get back to me soon enough either finding it, or informing that it was indeed lost and how to get a refund. In either case there would finally be closure. Almost 36 hours later i receive an email informing the package is shipped and would be delivered within 4 days by DHL. Hopefully they are not damaged after all this time. So if you having trouble, try calling the number above and speak to someone, might just do the trick.
Used this a couple of years happily, so sure it isn't scam or fraud... BUT, their service is abysimal since the warehouse move.
Since then I have:
- lost a package with irreplacable goods
- waited 3 month for a shipment (part of it arrived after half a year)
- had shipments where not all items were handed over to DHL (customs trouble and endless waiting)
- not a single package repacked. Either there is bug in their system or they just stopped repackaging. They won't even acknowledge the problem
- waited forever for any answer from their service, you have to raise every problem again and again until they can't ignore you
I loved their service and had recommended it several times, but now I can only say, don't touch them with a ten foot pole
I'm still waiting for an answer from customer service since 1 week.
The live chat don't help at all and say that I will receive an answer within 24 - 48 hours but now 1 week and nothing...
This is a VERY BAD COMPANY!
There is many others website doing way better and cheaper!
Dear Sylvain,
We are handling your issue and expecting a resolution soon. The unexpected delay is truly regretted. We ensure all issues are handled promptly to ensure your hassle free shopping experience through Borderlinx.
Regards,
Borderlinx Team/SB
I had a parcel to be delivered in the German address and was nobody to receive it! It passed around 2 weeks and since I have no news I contacted the seller who confirmed that they tried to deliver. Now Borderlinx want I call the courier to find out my parcel and solve their mistake. But they not acknowledge the time spent or the cost to call Germany from Australia! Or the language issues. The costumer service is awful. They sent an email saying that the had my parcel but it was not true! They say also they wont refund since the parcel was not delivered but it was their fault in first place. Nobody say sorry for the mistake or the time lost. And my money is still lost.
Dear Maria,
Firstly, like to apologize for the returned package. At Borderlinx, our priority is to provide you with a smooth and prompt service. And we understand your disappointment due to this unfortunate incident. Support team must have clarified that our hub works Monday-Friday and from 9am-5pm. All shipments coming in will be accepted without any prejudice.
The only reason wherein a shipment will be rejected by the warehouse team is when-
- Courier is asking for additional charges on delivery. Sometimes its pending local tax not paid, or duty/tax for shipments coming to the hub from another courtry. In such situations, we cannot pay and receive the items.
- The package is visibly damaged from outside and which will be then refused.
There is no othe reason why a package will be refused. And our warehouse will be closed only on weekend and bank holidays. Unfortunately, we cannot assist should the courier attempts delivery on one of such holiday.
Regret the inconvenience caused.
Regards,
Borderlinx team
Borderlinx used to be an efficient service however, support and operations are now highly flaky, repacking service is arbitrarily. High chance of parcels being delayed due to processing errors and/or excessive shipping charges.
Recently, one parcel was delayed for weeks because they 'thought the box was empty', another was not only delayed but they arbitrarily refused to repack the items, leading to a huge shipping cost.
Support is non-existent. Phone support spams you with calls, but when you pick up and it buzzes and hangs up on you. Email support is slow and incredibly inefficient - it takes weeks to resolve the simplest issues.
There is no reason to tolerate this kind of service - direct shipping is faster and often cheaper
6 weeks ago an item of mine arrived at Borderlinx US hub. It was a children's Nerf gun. They first said it was a prohibited item to ship. When I objected, they changed their mind but it took 2 weeks for them to deal with it. I then paid to ship the item express so it would arrive in 2-3 days. The DHL shipment labels were printed but the item was never picked up by DHL and Borderlinx lost it! It then took 4 weeks of delay upon delay before they would refund my $252 I'd paid for freight. It was always me chasing and nothing was followed up. I was only refunded the freight charges after I threaten to involve my company's US attorneys. I'm still waiting for compensation for the lost item from them and won't hesitate paying 100* the value in legal fees to see this right. Avoid this company - TERRIBLE TO DEAL WITH!
Dear John,
You can really expect a smooth shopping experience through Borderlinx barring an incident here and there which are rare. Truly sad to know you had to go through one and we understand your disappointment. Recently several factors has possibly delayed the response time that is why we moved to a new warehouse in Lockbourne to provide you with a better services. If you can provide your Suite number, we will investigate and expedite the resolution. Please accept our sincere apologies again for the unfortunate incident and the inconvenience caused.
Regards,
Borderlinx Team
I just received my borderlinx shipment! It didn't even take 3 days to come from the US all the way to Paris, I used their concierge service to buy stuff from 3 different shops and added some more myself. Now it's all here and feels like Christmas all over again.
I can truly recommend their service, none of the products would have been available to me here in Europe and without a US credit card or US shipping adress I wouldn't have been able to buy them on the US sites directly. I am very pleased and will surely use it again.
Overview
Borderlinx has a rating of 1.9 stars from 308 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Borderlinx most frequently mention customer service, live chat and tracking number. Borderlinx ranks 366th among Shipping sites.
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Dear Atul
Thank you for your note here. Let us try to address your concern:
1. In Multi Quantity shipments, they miss 1 or 2 items, and there is no whereabout for that.
- We will normally scan the invoice received inside the packaget and update the system accordingly. If the items are few we may even manually check them. However, teh items will be as shipped and delivered by the seller- possibly a discrepancy in the data updated? We can investigate if we have your Suite number and shipment tracking.
2. Wrong Shipment value is updated in all shipments.
- In the event a shipment is delivered at our warehouse without the seller invoice or this is not visible, our warehouse has to estimate the value of the items. You simply need to contact the support team who can make necessary correction immediately.
3. Wrong Weight is charged in Shipments.
- The information updated to the account are transparent and correct. It will show real/dead weight and the package dimensions. We use cubiscle to measure these data and is accurate. You can always verify them with seller and on delivery to yourself. There is no room for any discrepany really.
Hope it helps and apologies for any inconvenience caused.
Best regards,
Borderlinx Team