Borders Customer Service Complaints - page 3

I ordered an "e-Reader" tablet from Borders.com in December, which I was not satisfied with. I returned it following the complete instructions for Borders.com orders to ensure I receive a refund to my Visa card. It has been 3 months now, and I have yet to be credited back even though they now have the merchandise in their possession. Borders continues to try and send me my refund in form of a gift card- not refund my credit card. Even if I wanted a $300+ gift card, where would I spend it as they closed all the stores in my vicinity. I have attempted to contact the "Customer Care" center 5 times now to resolve this issue, each time becoming more frustrated then the last. My call gets through (to Philippines no doubt) with no problem and the representatives are polite, yet each time I have to explain the situation and answer the same questions as if it is my first call, despite providing the previous call's reference number. Each time I call I am told my request has been forwarded (to where I don't know and they won't tell), it will take 8-10 days, and that I will be contacted. Never happens. When I ask for a supervisor they are busy and if I choose to wait I am (mysteriously?) disconnected.

As others have noted, borders.com lists books on the website as available and shipping within 24 hours. Then after ordering, the status becomes "backorder." After five weeks I still don't have the book BUT my credit card was charged. The last time I called the book was listed as available on the website.

The corporate number appears to be now forwarding to the call center overseas.

Never ever in my lifetime will I shop here again. I feel sick over what they put me through. I hope they run out of business soon, and from the looks of it on here they're working on it. It's been a month and they havent sent me my order. My order was needed for a college course.

The customer support will not let you speak to their supersivor. I spent 15 minutes just now getting a supervisor on the phone and refused to give them my information. They told me they would send my book over night 3 times and I never recieved it.

If they would bring their customer service to the United States this problem wouldn't be occuring.

I will NEVER shop at Borders.com again.


Their store by me is a whole other ball park. I have received great customer service from the team at Borders Stores. I guess the store service depends on where you're located. The Seattles Best workers are very nice and curtious so far too. I had one worker act rude toward me, a guy, but his working there seemed short lived.

We received a book for my one-year old as a gift - unfortunately it was one we already have. I didn't have a receipt, but the book still had the Borders price tag on it so I took it to the store to exchange it for another children's book. I went in and spoke to the clerk at the counter who told me she couldn't do returns - I said I just wanted to exchange - she told me either way she had to call her manager. OK, I thought, the manager will need to "authorize the exchange." So I waited 3 minutes (while the 2 clerks at the counter had an inane conversation about whether one really could fall asleep standing up), then the manager appeared and told me that they had a no exchange policy without receipt. Why didn't the clerk just tell me this? And what a stupid policy over exchanging a children's book that cost $11.99. Obviously, I will never shop at Borders again, and they deserve to and likely will go out of business within months, given their "customer service."

Orders always duplicated. They do not allow for my AARP discount or my discount for Borders rewards. I tried to get this changed through my store in Panama City Beach, apparently with no success. What can you do for me.
Polly Searle
panamapolly@ gmail.com

I have called the customer service 7 different times in the last month. They have messed up my borders rewards plus card and have been unable to fix it. Unable to fix a rewards card seriuosly? Every time I call the say they have to send to a different department to try and fix the issue. They then inform me that the other departemnt will have it fixed within 4 business days. 1 month later and it is still not fixed. I have spoken with them twice to just cancel my membership and refund my money. Can you guess their response? They have to send it to a different department to cancel and refund, WHAT? This time it will only take 24 hours. Well 1 week and 2 calls later and still no refund. I have asked them before what exactly can the "customer service" associates that we call do and they cant even answer that. As far as I have seen they cant do anything. As others have stated the representatives are as nice as can be but useless. Every rep has told me something different they dont know what they are doing. Oh and ask for a manager, yeah right. Last time I was informed they were all in a meeting and I should call back. Lost yet another customer here.

Like someone else who commented, I recently received a package with my name and address on the outside, but someone else's book and packing slip on the inside. I am in Ohio, this book was for someone in Massachusetts. I have tried emailing repeatedly with no response whatsoever, which isn't surprising now that I have found these comments. And after reading all of this I'm not even sure I want to waste my time on the phone trying to resolve it. Ugh.

I TWICE paid $20 for a borders plus membership and they still have not assigned the corresponding discount level to my membership card. The first time I paid they gave me a coupon book that I was told had a $10 discount coupon inside. When I looked inside the book a few days later, the coupon had already expired. When I got the coupon book the second time I paid the membership, there are a few months remaining for the $10 off coupon, but I cannot use it since they do not credit me as a plus level member. And they will not answer their phone line to address the problem.

So Boarders, ARE YOU listening to your USA customers, OR are you going to continue using out of the country help for your Customer service..
I have had the same experience with purchasing a book off the internet. I was actually in the store and was unable to fine the book I wanted and the sales clark then looked it up on the computer and stated that the book was no longer available in stores and it could be ordered over the internet, and I would receive in 6-8 days. So we ordered. A week later,I checked on it and they told me that the book could not be found and then inform me that I purchased a USED book, and I would NOT have bought a used book. (it just the way I am). After arguing with the lady on the phone and still not having any idea where the book is, I called my credit card company and told them not to pay this bill, I was disputing it. This was approx. 2 weeks ago. The book as vanished in thin air, and after reading all these comment, I think alot of your books are vanishing in thin air, are you not concern about you public image, though I did just hear you guys went bankraupt! You customer service is EVERYTHING, if we aren't happy, neither is you company. If you would use people who live in the USA who understand our society and our love of books and reading. You would not have lost loyal customers

Holy Cow! I just spent a marathon 2 days on the phone with the very friendly, very incompetent Borders customer call center located in the Philippines. Trust me when I say I WON'T be buying from Borders.com EVER again.
I had a relatively simple problem...I was trying to place an order on their website; 2 books. That's it. The total was $30.41 and I had a Borders gift card for $25. The gift card would successfully apply to my cart, but when I was finally on the "Place Order" page - the $25 gift card credit was nowhere to be found. For some reason, the transition from "Review Cart" to "Place Order" wasn't translating correctly and it was removing the $25 credit. I would think that this would be a simple fix. Perhaps one of the very friendly incompetent service reps could place the order for me to insure that I received the credit? Right? Nah. Too easy. I was told no less than SEVEN times that there was an "outside problem" and I should try to place the order again in an hour. After trying consistently for a day and a half and making 7 calls to CS, I finally had it and demanded to speak to a supervisor. Each time I was put on hold and left there. For good. I think they wanted me to get frustrated and hang up. Which I did. I finally called my local Borders and asked for advice. Because the books I wanted were not in stock at my local store, I would have to order online. The very kind young man from North Carolina, USA told me to call again and without hesitation ask for a supervisor. He told me that the CS Rep would try repeatedly to keep me from speaking to a supervisor and he told me to be insistent. I followed his advice, was connected yet again to the Philippines, where the lady who answered tried everything in the book to get me to tell her what I needed. After nearly losing my temper, I was finally transferred to a supervisor - back in the good ol' US of A. Karen was very very helpful. She placed my order and made sure my gift card was honored. On top of that, she also gave me a 30% discount and upgraded my shipping to Express for free. Hopefully I'll get my books in the 1 to 2 business days as promised. I was lucky enough to receive an email confirmation immediately. It might not be politically correct, but if all their CS support was in the US, I would continue to shop Borders.com...however, as it stands now, I see where part of the financial problems are coming from. Borders has officially lost a customer!

Most frustrating experience. I tried to cancel my Borders Plus 5 days after getting it. Spoke to Customer Service In Phillipines who gave me a confirmation number and told me someone would call to finalize refund. No Call. 10 days later still no credit. Called back and finally spoke to a supervisor who said she would credit immediately and would call back with another confirmation number. No Call, no credit. Called again and was kept on hold for 10 minutes. I'm done with Borders. No wonder they are bankrupt

I went to Boarders to but lots of books because they are closing in Springfield Missouri but with a baby crying I just wanted help, they told me they were a liquidation company and weren't allowed. If they hire a company to sell books maybe the should close the rest of the stores down.

They were clueless on how to sell books let the employees enjoy seeing their customers for the last time. I will not shop at Walden either or use their websites.

for more info follow tweet at borderske

Ordered a used text book on January 20, 2011. Never shipped to date, Feb 21, 2011. Called them on Feb 14th, to cancel. They told me to wait another week. Called them again on Feb 22. They promised would ship at 2 am on Feb 23. Today is Feb 24 & order still says "in process". Called them again today. Disgusted!

one of the cafe staff flipped me off right to my face. needless to say i wont be shopping there ever again.

I placed an order with Borders.com on 1/3/2011. The book I wanted was on backorder, but said it would ship between Janurary 17 and January 31st. Now it's February 23rd and my accound still shows that the book is on backorder. However, when I look up the book on the website, it says "In stock, usually ships within 24 hours." I have sent Borders three emails over a period of two weeks, but they have not replied to a single one. I will not order anything from this company ever again.

Add me to the list of people who REALLY regrets trying to order anything from Borders.com.

I placed an order on December 26th, my order was "in process" for ten days before I emailed them to ask what was taking so long. Immediately after I emailed, my order was canceled and an "RGB" order appeared with the status of "Shipped" (on January 5th). I figured it was accidentally canceled by them and the RBG was a replacement, but two weeks went by with no book. The customer service rep told me to call the 800 number because she couldn't help me via email. Today is February 17th-- still no book.

I finally called the number and asked if they had a tracking number or something (the one on my account page was fake-- #999999999..) She seemed confused and gave me the exact same info from my account page and then HUNG UP ON ME! Wtf? I called back and could hardly understand the new person, but she explained that my order actually HADN'T been shipped on January 5th, it was shipped TODAY. Um...

So I asked if she's just saying that since I'm on the phone with her, and she said no of course not, it just happens to have shipped today. I asked why on earth that 1) my book was shipped almost two months after ordering and 2) why my account would say it had been shipped when it hadn't. She just apologized and said it had been shipped today. I don't even know what to do, this is all so ridiculous when you compare it to amazon. The only reason I even ordered from them was because I had a gift card from Christmas! Arghhhh.

So frustrated. And I would like to note that having worked in customer service before I am NEVER rude to people normally, but it's all so WTF! I honestly don't expect to ever receive my book. I hope Borders either goes out of business or decides to do a complete overhaul of their online ordering, because HELLO it's 2011 and people like to order things online. And they don't want to wait two months for one stupid book.

Horrible, horrible customer service.

This company should and hopefully will go out of business ASAP. I worked for them in OKC in 97, literally at midnight and beyond to help them get that store up and running as did many others. We were mostly college educated, with literature and music history behind us and savvy enthusiastic and they fired nearly everyone of us for untold reasons on the day or shortly before we were entitled to 2 wks vacation. after all these years most of us are bitter about Borders. Never again will I buy a book there or even enter a store. They simply do not deserve the honor of our presence or our money.

It appears that Border's customer service has been outsourced. Not one person I spoke with could understand me nor me them. Now that does it for me without even having my complaint resolved. Outsourcing; my main pet peeve. Secondly, I entered a gift card number with a valid amount on it, but it is telling me I have a "0" balance. When I called customer service they told me I would receive a phone call back in 30 minutes? I never received a call. When I called back, once again, we could not understand each other, and I finally hung up. I will go directly into a Border's store, use my gift card and never buy anything from them again. Borders,you should take your company and go to the country you have outsourced to, and they can buy your merchandise. I will tell everyone I know not to shop with you. I see most of the comments are negative; what does that tell you, or do you even care?

I have just realised that even the two positive comments about Borders on this site are really negatives. I will never shop at Borfers again.

I purchased my first ebook about 21 hours ago. It was advertised as an immediate download but has not yet arrived. An automated response from customer service said someone would try to contact me in 2-3 days! I wrote back that this really wasn't good enough on an instant download service. They returned a completely errorous email saying I had made a claim on the Border price guarantee asking for loads of information about their competitors prices and asking me to do the math i.e what is the difference between our price and that of our competitor! I wrote back asking them to supply my purchase a further two times. I have heard nothing from them and it is a bank holiday tomorrow so I won't hold my breathe.

Borders.com has the worst customer service I've ever experienced. Their customer care team members don't speak English and they just make things up to get you off the phone. I called on 1/14 to get a refund for my Borders Rewards Plus membership and I was given a case number and told my refund would be processed in 24-48 hours and that I would receive a follow-up email or phone call. Well, it is more than a week later and I've called back twice since then. One woman said that my refund had been processed but there had been a delay for some reason I couldn't understand becasue her English was so broken I gave up. And then the second lady I talked to later said my refund had not been processed yet becasue it was "first come, first serve". What the hell does that even mean? I can safely say I spend at least $1000 at Borders every year, now I will never shop there again. That's my 2011 resolution!

The difference between Borders and Amazon is like night and day! Borders is incredibly horrible with their customer "service" and Amazon sets the standard for what Customer Service should be!

Borders Customer NO-Service is the reason they will go out of business!

It was such a relief to find this website and realize i am not alone in believeing this is the worst company I've ever encountered. Their customer service is NOT service at all!!!!!!! It is a nightmare!!! 4 Emails and 2 calls to cust service offshore and I still cannot get my problem resolved. They shipped a book to me after Xmas when it had guaranteed 12/24 arrival.

I ordered an ebook and was not able to download it. The link given was broken. I call up the 800 number.
Day 1: 3 calls, Total transaction wait of 2hour
Day 2: 3 calls, Total wait of 3H:30m

It is a perfect stone wall, if you cannot service then take it out of bussiness. I had paid 100+ for an ebook and i am not download. Moreover i am not able to get my refund till now.

This is a terrible scam and the company needs to be dealt with.