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Borders

Customer Service Ratings and Comments

Borders is ranked #277 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 18.60 out of a possible 200. This score rates Borders customer service and customer support as Terrible.

NEGATIVE Comments

11 Negative Comments out of 11 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 11 Total Comments is 0.00%.

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Terrible Overall Customer Service Rating
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  • I found a recommended book for my grad program (only one copy left) with the help of a store clerk. However, here are the problems I encountered:
    1. The book is not in a good condition. It does not even look new. (One would expect that at a bookstore.)
    2. I asked the clerk at the register if the store would give damage discounts. He replied only 10% and it cannot be combined with other discounts.
    3. I have a 33% off coupon from Borders Rewards and a $10 gift card (received as a promotion for purchasing $50 of gift cards), both of which I could have used on ANOTHER book in a NEW condition.
    4. To lower the cost of the book, I went with using the 33% coupon instead of the 10% damage discount. However, I was still upset because the book should be kept in a better condition. If customers cannot expect NEW books at Borders, we should be compensated for it. The 33% does NOT count as compensation because that was issued for something else.
    5. The price came out to be $10.02. I then decided to use the $10 gift card. The clerk had the nerve to say, "You only have to pay 2 cents for the book. That's not bad." Yes, that's not bad, but the 2 cents is after I used the coupon AND gift card that could be applied to ANOTHER purchase (and I DO buy a lot of books from Borders). Additionally, by using the gift card, I technically DID spend $10.02.
    He failed to realize that the 33% coupon and $10 gift card were something that I ALREADY had, and that they do not reflect the store's attempt to address the issue of the book's condition.

    Anonymous 8/10/10 7:04PM

  • My 11 year old son received the first book in the new Rick Riordan series for his birthday at the end of June. His friend gave us a gift receipt in case we had already purchased it, but we hadn't so I threw it away knowing that we wouldn't be exchanging the book. We left a week later for a 3 week vacation. One week into the vacation, the binding of the book started coming loose. By the end of the second week, the book was in bits! This past week-end, we went to Borders to try to exchange the book. We just wanted a new copy of the same book because my children like to keep the books to re-read them (some of which we've had a number of years- still in new condition!). We were told that without a receipt they would not exchange the book. Even after explaining the situation in detail there was no customer service given. Over the past 15 years we have spent thousands of dollars on merchandise at Borders, loyal customers, and I was really offended that the loyalty wasn't returned. I can honestly say that I will absolutely not purchase anything else from Borders. I hope they have heard the saying about one unhappy customer being the worst advertising a store could get!!

    dlewa 7/26/10 8:06AM

  • I have tried to sign on for e-books for the last week. Every time I try they tell me my phone number does not match my credit card. I have confirmed my phone number with my credit card company and it is correct. I have contacted the borders book customer service phone number and they just told me to try again. What is the problem. Their new product is impossible to by. I should have just gone to Amazon and purchased a Kindle. How do I get Borders to work for me.

    Lynne Woods

    Anonymous 7/15/10 9:00PM

  • I will NEVER step foot in a Borders Store again! I am still in shock how I was treated when I walked IN the store on Douglas Blvd. in Roseville, CA. First of all, the security beepers went off when I walked IN, not OUT. An inexperienced, obviously ignorant employee named Alex, walked up to me and actually asked me "if I had any DVD's or CD's in my handbag?" "You've got to be kidding me...I just walked in", I replied as the entire line of people at the register stopped to gawk at me. It just went from bad to worse...here's the deal consumers friends, when I called the store requesting a corporate number to file a complaint, I was then told by some stupid employee that the policy of Borders is to "check" people when they "beep" coming in...then when I told her they were "fricking nuts", she told me to not use provanity and hung up on me. Bright! Really bright! DO NOT SHOP AT BORDERS!

    Borders is the Worst! 6/18/10 10:50PM

  • My husband recently purchased a Sony e-reader for my birthday from Borders. Having received a duplicate present from my parents I went to the store two days after the purchase with the receipt to return the unopened box. While standing under the "NO Hassle Return Policy" sign I was told by the clerk that they didn't accept returns of Sony products at all and I would have to contact Sony directly if I wanted money back. When I asked for a manager the clerk said he wasn't available and I wasn't going to get my money back anyway. Someone finally came, said they couldn't help and I'd have to look up Sony's information myself since they didn't have that information. Borders customer service wasn't helpful and apologized but didn't do anything. Sony was happy to have me return the unit but it eventually COST me $26 in taxes for the unit and $31 shipping to Sony. I'll never shop Borders again. Why should I have to pay to shop there? Barnes and Noble and Amazon will have my business from now on!!!

    momof3 5/14/10 12:38AM

  • 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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