Borders

Customer Service Ratings and Comments

Borders is ranked #206 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 21.80 out of a possible 200. This score rates Borders customer service and customer support as Terrible.

NEGATIVE Comments

6 Negative Comments out of 6 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 6 Total Comments is 0.00%.

Issue Resolution

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I pre-ordered a book on Borders.com. I also ordered a second book. Since the first book was in stock I was charged for both books and the first one was shipped right away. The second books was released for the first time two months later. I waited two weeks. I called customer service and talked to a representative, she told me that she could see where I paid for the books and that one was shipped. She said she would get back with me by email. I heard nothing back. I tried to call, the representatives see my account online, they hang up on me immediately with out a word. I made a Better Business Bureau complaint, they emailed me that something went wrong with the order and I was never charged for the book. I have a credit card statement that says other wise. They will not respond to the Better Business Bureau complaint, they will send me the book, they will not give me my money back, and now won\'t answer my emails or talk to me on the phone.
kclaytontx 10/7/09 5:38PM
My grandchildren and myself visited your Inverness Store on Tuesday 11th August at 8.55 to purchase 2 PSP games from GAME. We were told we could not be served as the tills were closed. My understanding of the retail business is that as long as the shop doors are open the shop is open for business and all customers inside the shop should be served. We are aware that we were rather late in shopping but there was a particular reason on this occasion and I have two very disappointed children. It has certainly put me off shopping at this store in the future. We will shop at Amazon in the future.

carylogan@btinternet.com

Anonymous 8/11/09 2:04PM
Borders at the Preston Royal Shopping Center in Dallas, Texas refused to accept the return of a book that had pages unprinted. I buy a large number of books at a time and was just now getting to the book, Bud Shrake's Blessed McGill. No I did not have the receipt, but I wanted to exchange it for a book with ALL the pages printed. They advised me that without a receipt I could not get any accommodation at all. I buy 4-6 books a month - but guess what? No longer at Borders!!!! If you can't help with exchanging a defective product I can use Barneas and Noble or Amazon.
mardi myers 7/11/09 9:21AM
I ordered a book online for my son on March 16, 2009 and I accidentally ordered the wrong one. I called before it was shipped to request that they change the order to the next book in the series but customer service told me there was nothing they could do, I had to wait until the book arrived and then send it back and they would return my money and I would have to order the correct book.

The book was returned the same day it was received. Today is May 29, 2009 and my money has yet to be refunded to me, and my son's reward for his 100% grade on his report card was last semester, and he has since gotten another report card with no 100%.

Thanks a lot, Borders.
anon 5/29/09 1:35PM
Borders Pleasant Hill, CA
Today my children & I tried to return/swap 2 obviously unused books - tape still over the box books they received as a gift in late January with a receipt from my friend dated 12/22/08 (we already had these books.) I was told this was impossible- that I couldn't even swap them for something else. I repeated I just wanted to swap them - I didn't expect any money in return. "Just go to a used book store and maybe they might give you something for them.", said Julie Wolf, the store manager. When I said I hadn't even received them until after Borders' 30 days grace period, she just stated your policy again. When I asked her name, she wouldn't give me her name until I asked her 3 times. She then told everyone in the store she was going for the guard and made my 2 & 6 year old cry. She is terrible at customer service. Another lady at the C.S. desk said she couldn't do anything; she wasn't the manager. I then told everyone in the store how horrible your store and manager were (she is.) I've never written a letter like this and hope never to have to again. I had promised my children 1 book each before I went so they were crying as well. So off to Barnes & Noble & spent $48 - they are very helpful and their customer service is wonderful - anytime I have been in your store in P.H. nobody had ever been able to point us in the right direction. Your people are not professional and your policies provide no leeway for unique circumstances.
Anonymous 2/9/09 7:53PM
Good luck trying to reach a live person. I called to get my backordered book order canceled, and spent over 1.5 hours on hold (not in one sitting, of course...but I called about 4 times at non peak hours). I gave up. I've never had to wait this long on hold before...even when I called sprint customer service.
Anonymous 9/26/08 4:53PM

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