Priya M.

The following review was attributed to Borderfree, however, despite DVF.com's nueroud attempts to absolve themselves of responsibility, they should share the blame. Here is my story below and the now TWO MONTHS later, neither company has been able to process a reimbursement of my money. Moreover, neither company has undertaken the courtesy to call.

We have had the ghastliest experience with Border Free and their international delivery service for American womenswear brand DVF. Both organisations have demonstrated the utmost failings in all aspects of customer service as well as having processed and received payment for an order that was never fulfilled. On 12 December 2016, a purchase was made online through DVF.com in time for a 2016 Christmas gift delivery. A confirmation email for the purchase was received and a delivery date stated. Nothing turned up in time for Christmas, nor was any communication received from either Borderfree or DVF. One month after the purchase date, we followed up with DVF, who, a few days later, responded to advise that they did not have any information about the order and would follow up with their international logistics partner, Borderfree Inc. Several days passed and it took several more emails to chase them before they finally confirmed that Borderfree were unable to fulfil the order and therefore had cancelled it in their system. Long story short, 50+ emails later and they have still not processed a refund. Payment was made using a debit card, which meant that funds were physically transferred to Borderfree/DVF at point of purchase. Despite explaining this, providing them with evidence (bank statement) they are taking no responsibility nor approaching this with any decency and issuing a refund of funds that have physically left our bank account. Moreover, DVF.com, with whom the purchase was made, continue to defer to Borderfree Inc. and attempt to absolve themselves of any responsibility. The disappointment of a botched up Christmas gift attempt behind us, this has become a ridiculous state of affairs as we are left out of pocket and with a long trail of emails between the two parties who are no closer to providing a solution. It seems that such experiences are more and more commonplace and this is unfair to the customer.

Bottom line is that these companies care little for their customers' convenience and do not take responsible for financial loss suffered by loyal customers. They are not to be trusted for International Delivery!

We have had the ghastliest experience with Border Free and their international delivery service for American womenswear brand DVF. Both organisations have demonstrated the utmost failings in all aspects of customer service as well as having processed and received payment for an order that was never fulfilled. On 12 December 2016, a purchase was made online through DVF.com in time for a 2016 Christmas gift delivery for my wife. A confirmation email for the purchase was received and a delivery date stated. Nothing turned up in time for Christmas, nor was any communication received from either Borderfree or DVF. One month after the purchase date, we followed up with DVF, who, a few days later, responded to advise that they did not have any information about the order and would follow up with their international logistics partner, Borderfree Inc. Several days passed and it took several more emails to chase them before they finally confirmed that Borderfree were unable to fulfil the order and therefore had cancelled it in their system. Long story short, 50+ emails later and they have still not processed a refund. Payment was made using a debit card, which meant that funds were physically transferred to Borderfree/DVF at point of purchase. Despite explaining this, providing them with evidence (bank statement) they are taking no responsibility nor approaching this with any decency and issuing a refund of funds that have physically left our bank account. Moreover, DVF.com, with whom the purchase was made, continue to defer to Borderfree Inc. and attempt to absolve themselves of any responsibility. The disappointment of a botched up Christmas gift attempt behind us, this has become a ridiculous state of affairs as we are left out of pocket and with a long trail of emails between the two parties who are no closer to providing a solution. It seems that such experiences are more and more commonplace with Borderfree.