Gillian L.

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.