Borderfree.com

Borderfree takes all complaints very seriously and we make every effort to respond and resolve issues as soon as practicalWe have refunded the complete amount of the purchase price to this consumerPer our business policies, once we receive a returned package, we refund the amount to the original form of payment used for the orderIn this specific instance, there was a delay in processing the refund due to the package being returned to a different address than what is listed in our return instructions.If this consumer or any consumer has any other feedback or complaints, please let us know at *** Also, please note that the email that the Revdex.com has on file is NOT correct Please send all correspondences to [redacted] Thank you

Hello ***: Thank you for contacting Borderfree.We sincerely apologize, but there has been a slight miscommunication relating to this transaction with *** *** via BorderfreeUpon reviewing this order, we can confirm that we did not charge your Visa
card at the time that the order *** was placedThe total of the order was for CAD and an authorization hold was applied for that amount on the same day on the form of payment you selected at checkoutUnfortunately, your financial institution removed the authorization hold which caused you to believe that you may have been refunded. We received your order on 10/** and it was processed on the same dayYou were charged the amount of CAD for this order and an e-mail with tracking information was sent to ***. Additionally, we reviewed our system to locate your correspondence to us. However, we were not able to find any emails that were sent to ***. If you have any questions regarding this matter, please feel free to reach out to us at *** or via phone at ###-###-#### to better assist you.Sincerely,--The Customer Care Team | BorderfreeO: ###-###-#### E: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
They took my money out of my account, which means they charged me, gave me the money back and accessed my account, illegally, a second time without notifying me of any "hold" they hadI have gone through a lot of online stores and never once have I had one take my money as a "hold", give it back and then take it againNot only is it very unprofessional, it is illegal to not notify me about accessing my account a second timeI never received a costume after I had initially gotten my money refunded and no email stating it wasn't coming.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear ** ***, Thank you for making the time to take my call today, it was a pleasure speaking to youI hope that during our conversation I was able to set your mind at ease regarding the charging processes at Borderfree.Borderfree initially applies for an Authorized hold on the total transactional value, prior to capturing the payment(s) when your parcel(s) are confirmed as being processed and dispatched to youIn this manner Borderfree endeavour to not charge for any items that may not be dispatched.In relation to your missing item, I regret that you have not received this item and as explained I would normally contact the Carrier in question to claim these funds backRegrettably in this instance the time taken to acknowledge this missing parcel has exceeded the Carriers cut-off for allowing Claims for lost parcelsSo in order to resolve this issue in full for you I am happy to offer you a full reimbursement of your funds which you should see on your card statement in the coming days.It was my pleasure to speak to you today and I trust that you now consider this matter resolved, However should you have any further issues I hope that you will not hesitate to reach out to Borderfree to allow us an opportunity to help you further, Warmest regards,***Customer Care | Borderfree** ** ***
** ***
***
*** *** ** *** ** ** *** *** *** *** ** *** *** ** *** *** *** *** ***

Revdex.com:At this time, I have not been contacted by Borderfree.com regarding complaint ID ***. However, *** intervened on my behalf and had a refund issued to me. I would still like an apology from Borderfree for the
lack of customer service, and the failure of their customer support team to have a manager contact me.Sincerely,*** ***

Borderfree takes all complaints very seriously and we make every effort to respond and resolve issues as soon as practical. We have refunded the complete amount of the purchase price to this consumer. Per our business policies, once we receive a returned package, we refund the amount to the...

original form of payment used for the order. In this specific instance, there was a delay in processing the refund due to the package being returned to a different address than what is listed in our return instructions.If this consumer or any consumer has any other feedback or complaints, please let us know at [redacted].
Also, please note that the email that the Revdex.com has on file is NOT correct.  Please send all correspondences to [redacted]
Thank you

How to select "0" stars!?

I've used Borderfree services before. (I adore & miss my country, it's great, I thought). In my last order, I noticed a 70% charged in taxes. I'm closed to filing a formal consumer complaint with both countries involved.

I've emailed Borderfree 4 times in a period of 2 weeks. No answer has been provided in regards to a break down of taxes. Shipping is extremely high because it includes custom fees, shipping, freight, etc. Why are then taxes at 70%? I've tried calling the number provided in UK (since there's nothing for the country I am), the number is not recognized. I tried in all ways, shapes and forms, nothing seems to work.

The tone of my emails is drastically taking a 180 degree turn. What it all started as curiosity, has become a break of trust and suspected over charges. After much research, deliberation, time wasted, and attempts to contact them, the silence tells me I've been overly charged, BY A GREAT amount, yet Borderfree decides to ignore me. Perhaps, I'm wrong, perhaps I need to understand. Maybe they were accurate but by not replying to my formal emails states otherwise.

We shall see if by a formal consumer complaint will turn their attention to my crying out inquiry.

**A funny note** The red flag became quite brighlty red after DE customs contacted me asking for my receipt (after I thought I had paid MORE than enough taxes and stuff), they forwarded us a "receipt" that Borderfree provided to them (supposedly that we paid). The receipt was in dollars, no taxes were listed and shipping cost were about $5. When in reality I paid 69...% in taxes, and outrageous shipping fee. Interesting huh...

The deadline for a response is becoming thing. I hope I gain an answer as soon as possible.

This is regarding one of my recent order with Borderfree. I ordered 2 items and that was sent by the store to Borderfree and after processing the same on 17th November, they charged my card. I also saw a "Record Created" line with an Aramex tracking number. After my card was charged on 17th November, I noticed on 22nd November that nothing has happened actually and the Courier status still shows "Record Created" and nothing. When I mailed Borderfree customer service, they told Oh, it's shipped already. I again asked if it is shipped where are updates at Aramex on "Received" and "In Transit". Also I called Aramex and they told they have not received the consignment and only record has been created. After this Borderfree replied, they are trying to locate my package and checking with Aramex. From 22nd, today is 29th November. They are still looking and not confirming anything. I asked you charged my card for something telling it is shipped, which actually it is not. Only record has been created. Now no status update for such a long time. What is the process. By when you will confirm the status? And since it's not shipped, reverse the amount to my card and charge only when it is shipped. No response to that. Only message, Sorry for the inconvenience caused and we are still working with logistics to locate your package. This is really weird. I want an immediate resolution.

All the previous orders with Borderfree was fine and I have no complains on those.

Review: I would like to file a complaint against Borderfree. I purchased an item through [redacted]. Upon receipt and examination of the product I found that I was not happy with the quality of it. I also did not like that I had been charged for duties even though I am a Canadian customer and the item I purchased was made in the United States. For these reasons I decided to return the item. I looked on the shipping form taped to the outside of the box that my package was shipped in to see if I could find a return mailing address. No return mailing address was provided by the merchant. Instead there was a note on the form that said that the item must be returned via Borderfree and must be authorized using a Return Merchandise Authorization form. In order to get this Return Merchandise Authorization form I had to contact customer service (which is administered through Nordstrom). When I called customer service the representative said that she would email me the form. I was told that all I had to do was open the PDF attachment and follow the instructions. I did just that. I printed out the forms and brought them and my parcel (the same box that the item had been mailed to me in) as instructed to my local DHL office where the item was shipped back to Borderfree. At the time I thought this was a very convenient service that Borderfree/Nordstrom was offering to their international customers. Usually online retailers simply provide international customers with a return mailing address and generic return/exchange form to fill out. It is then expected that the customer will do the rest. This usually means going to my local Canada Post office and paying $20 - $30 out of my own pocket to mail the item back to the retailer. By partnering with DHL I thought that Borderfree/Nordstrom was helping to streamline this process for the customer. I understood that I would be charged a shipping fee by Borderfree/Nordstrom but I thought it would be in the $50 max not $217.61. When I saw this amount on my return credit I was completely shocked. I was originally charged $22.49 shipping and now was being charged $217.61 to mail the same item right back to the retailer. The item was shipped in the same box that it was sent to me in and no additional items were placed inside the box to alter its weight. In addition the same courier, DHL, was used to ship the item. I do not understand the drastic price difference. I called customer service to complain and ask if there was anything that could be done. The representative told me that Nordstrom manages customer service for international orders but that Borderfree was in charge of all of the billing for international orders. I was told that my “feedback” would be input into the system but I don’t have much hope that anyone at Borderfree will be contacting me to resolve this issue. It is very disheartening that a retailer would run its business in such a manner. As an international customer you are lead to believe that there is nothing nefarious about Borderfree/Nordstrom’s return processes and that they are genuinely trying to provide a convenient service for their international customers. On Nordstrom’s website it states that “Returns sent without the appropriate documentation may not be refunded the full amount.” I was under the impression that the appropriate documentation was the Return Merchandise Authorization form that I had been emailed. I followed Borderfree/Nordstrom’s shipping instructions so that I would be refunded the full amount. I didn’t realize that by doing this I would have to pay a premium for shipping. In addition didn’t know that I had the option to return my purchase any other way. No other options were given.Desired Settlement: All I ask is that I be charged a fair price for shipping my order back to Borderfree/Nordstrom. $217.61 does not all seem like a fair price. In fact it seems like the opposite of fair. I would agree to pay $70 at the most for shipping.

Business

Response:

Thank you so much for giving us your feedback regarding your experience with Borderfree. We are sorry that you experienced complications with your return. We have issued a refund to you in the amount of $147.61 CAD.

We are always looking for ways we can improve the customer experience and greatly appreciate your comments.

Thank you!

Review: I ordered an item from this company June * and needed it for my wedding in July. .by July it wasn't here and I requested a refund.immediately I was told this was my bank's issues and they didn't take the money out of my account,but only put a hold on it.now my visa is a debit visa,and clearly the money was taken out of my account,and still they take no responsibility with returning the money,I'm still to the day told its my bank's issue and my banks maintains its not,its a matter of borderfree not returning my money.I am on [redacted] and have needed this money returned. The only thing customer service keeps telling me is contact your bank which I have several.times now .Desired Settlement: I just want my money back.its been months now!

Consumer

Response:

I was told the item never left the warehouse and wasnt shipped,do I would be issued a refund.this was at the end of june. I have been trying to get my money back ever since

Business

Response:

Hello,

We were in contact with this customer regarding her order with [redacted]. Please note our company handles the international shipping for this merchant. The way our business works is we only charge the credit card as we ship out the merchandise. Since the item was never shipped, the credit card was never charged. We simply put a hold/authorization on the card when the order was placed. This hold is automatically released by the bank. We reached out to the customer's bank to expedite the process of releasing the funds. It is up to the bank when to release the funds back into the customer's purchasing power. The funds never left the customer's account since we never charged the credit card. We did all that was in our power to satisfy the customer's request. Unfortunately, we are not able to determine a bank's timeline on releasing an authorization. Further, we instructed the customer to contact their bank ([redacted]) and ask them to dispute th e transaction. We never received a dispute from the bank for this transaction.

Thank you.

Business

Response:

Thank you so much for giving us your feedback regarding your experience with Borderfree. We are sorry that you experienced complications with the pre-authorization hold on your bank account and were displeased with our service. We are always looking for ways we can improve the customer experience and greatly appreciate your comments.

Thank you!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had ordered a costume off of [redacted] about a month ago. Borderfree.com took the money out of my account and said my order was placed. About a week or so after that, they put the money back into my account, and I looked on the [redacted] website and the costume I had ordered was out of stock. I received no costume and a week after them putting the money back into my account, they went into it without notifying me before hand, and took the money back out. I have emailed them numerous times about it however received no response. Im hoping you can help me, as I was charged money I did not owe.Desired Settlement: I would like my money back for a costume I did not receive. Thank you.

Business

Response:

Hello [redacted]: Thank you for contacting Borderfree.We sincerely apologize, but there has been a slight miscommunication relating to this transaction with [redacted] via Borderfree. Upon reviewing this order, we can confirm that we did not charge your Visa card at the time that the order [redacted] was placed. The total of the order was for 63.60 CAD and an authorization hold was applied for that amount on the same day on the form of payment you selected at checkout. Unfortunately, your financial institution removed the authorization hold which caused you to believe that you may have been refunded. We received your order on 10/** and it was processed on the same day. You were charged the amount of 63.60 CAD for this order and an e-mail with tracking information was sent to [redacted]. Additionally, we reviewed our system to locate your correspondence to us. However, we were not able to find any emails that were sent to [redacted]. If you have any questions regarding this matter, please feel free to reach out to us at [redacted] or via phone at ###-###-#### to better assist you.Sincerely,--The Customer Care Team | BorderfreeO: ###-###-#### E: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They took my money out of my account, which means they charged me, gave me the money back and accessed my account, illegally, a second time without notifying me of any "hold" they had. I have gone through a lot of online stores and never once have I had one take my money as a "hold", give it back and then take it again. Not only is it very unprofessional, it is illegal to not notify me about accessing my account a second time. I never received a costume after I had initially gotten my money refunded and no email stating it wasn't coming.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted], Thank you for making the time to take my call today, it was a pleasure speaking to you. I hope that during our conversation I was able to set your mind at ease regarding the charging processes at Borderfree.Borderfree initially applies for an Authorized hold on the total transactional value, prior to capturing the payment(s) when your parcel(s) are confirmed as being processed and dispatched to you. In this manner Borderfree endeavour to not charge for any items that may not be dispatched.In relation to your missing item, I regret that you have not received this item and as explained I would normally contact the Carrier in question to claim these funds back. Regrettably in this instance the time taken to acknowledge this missing parcel has exceeded the Carriers cut-off for allowing Claims for lost parcels. So in order to resolve this issue in full for you I am happy to offer you a full reimbursement of your funds which you should see on your card statement in the coming days.It was my pleasure to speak to you today and I trust that you now consider this matter resolved, However should you have any further issues I hope that you will not hesitate to reach out to Borderfree to allow us an opportunity to help you further, Warmest regards,[redacted]Customer Care | Borderfree[redacted]

Review: Hello!

I’m writing to you in a hope that you can help me.In November, 2013, I placed an order on the online store Macy's, which included clothes and jewelry. Unfortunately, Russian customs do not let to take any jewelry, but no one warned me about this before so I only got the clothes. I contacted to Macy's , I begged them to find a way to send me the remaining parcels and they replied that they could not and offered to return the money.The total amount was about 100 thousand rubles, payment was done through the card Viza. So from November to January I write to them every day.Macy's works with Borderfree which cheats and promises that the money will be refunded but now I have got only 21 thousand rubles but where are the rest 66 thousands?(It is the sum of two parcels which I didn't get).

I've contacted Macy's several times, I have got a lot of their letters, in which there is nothing concrete except regrets and apologies.They constantly promise to contact BorderFree and remind them of their duty.

In addition, I have recently received the email from another their customer, [redacted] from Canada, who told me that Borderfree sent my private card information in error to her and she was so shocked that they were so careless with my information that she is going to punish them.

So I’m understanding now why my card have been blocked on the 12 of January.Maybe they have sent my private information to somebody else and someone tried to use it?Despite this, I haven't recieved any emails from Borderfree about apologies linked with disclosuring my information.

Disrespect to the customers and irresponsibility really exists in this company. But the most interesting thing is that they are promising me to send the money only to the old card, as if to spite me, because in this case I shall get the money only in March, following the terms of my bank... The request to transfer money to the new card they simply ignore.But after letters of [redacted] and knowing the truth I even think it is better for me and my card, who knows.

I did orders for Macy’s before, I never thought there would be problems, but when I've done a really large order the problems happened.If only I knew .... Honestly, for me it is not so important that they would be punished, I do not wish anyone harm, they should at least return the money ... for me and my family they are very necessary now...

Beforehand, insanely grateful to you for your future answer and help.Desired Settlement: They should give me back the money in the amount of 66 thousand rubles.

Business

Response:

Borderfree takes all complaints very seriously and we make every effort to respond and resolve issues as soon as practical. We have refunded the complete amount of the purchase price to this consumer. Per our business policies, once we receive a returned package, we refund the amount to the original form of payment used for the order. In this specific instance, there was a delay in processing the refund due to the package being returned to a different address than what is listed in our return instructions.If this consumer or any consumer has any other feedback or complaints, please let us know at [redacted].

Also, please note that the email that the Revdex.com has on file is NOT correct. Please send all correspondences to [redacted]

Thank you

Review: I purchased an item from [redacted] via Borderfree, but when it arrived, it was clearly mis-sized. I consulted Borderfree's website for direction regarding the return, and was directed to contact the store of purchase for instructions on how to proceed with the return. Per those instructions, I contacted [redacted] to authorize my return of orde[redacted] and a [redacted] representative replied and provided an address for Borderfree and told to request a tracking number for my records. I did so and shipped the package, the tracking information for the package is found here: [redacted]en

Based on the tracking information, the package was received by Borderfree on November [redacted]. However, they have not acknowledged receipt of the return and claim I should have been given a return merchandise number, something called an E4X order number and returned the package via DHL. Neither the Borderfree website nor the [redacted] representative had given me that information, and in no place on their website does it instruct me to use DHL.

Despite having the confirmation of the delivery, Borderfree is saying they did not receive the package, and are not providing me any information on how they will resolve this. Apparently Borderfree is now waiting for [redacted] instructions as to whether or not to issue my refund, and despite my requests haven't passed this issue on to a Manager there for response. Unfortunately the customer communication, care, and service from Borderfree has been pretty lacking in this instance and I'm really hoping submitting this Revdex.com complaint will help.

Per their website and terms and conditions, Borderfree is responsible for providing the refund, so this complaint should be handled by them..Desired Settlement: A full refund of the $187.57 coat returned , plus customs charges and an apology for the lack of customer service.

Consumer

Response:

At this time, I have not been contacted by Borderfree.com regarding complaint ID [redacted]. However, [redacted] intervened on my behalf and had a refund issued to me. I would still like an apology from Borderfree for the lack of customer service, and the failure of their customer support team to have a manager contact me.Sincerely,[redacted]

Review: On 12/**/2014 I ordered two items to be shipped to my mother in Sault Ste. Marie Ontario Canada. The order number was [redacted] . I recieved the confirmation saying that the order would be shipped in two separate shipments due to availability location. The first package arrived in good shape on 12/**/2014. The second item arrived on 12/**/2014 and it was damaged. It looked like someone took the last one on the shelf and just threw it into the packge. This item was Napco Guardian Angel With Holy Family Nativity Scene Figurine

[redacted]. At that point I call the Borderfree customer service and talked to the representative on 12/**/2014. They told me that they would send me a new one and also email me a return tage and that it would take 5 to 7 days to see the replacement. They also said to wait for the replacement before sending the damaged one back so that my mother can use the replacment packaging to send it back. After seven days I decided to call them back as my mother in Canada reported that she has not seen anything nor did I receive any email regarding the reorder or the return tag. I was told the the reorder was in process and that the would re email me the return tag. After a couple of days of no communication again I decided to call for the third time and I still could not get any answers from them. To this point all of the calls were routed to MANILA, Philippines. It was hard to understand the agents and I repeatedly asked for someone in the United States. So on 01/**/2014 I finally got ahold of someone in the United States using the phone number ###-###-#### and talked to a lady by the name of [redacted] who actually works for [redacted]'s. She appologized and said that there is stock available and she would reorder the item and email me a return tag. The case number she gave me was [redacted]. I did receive both the email confirmation of the order and a return tag. She also said to wait for the reciept of the item before sending back the damaged one. The very next day on 01/**/2015 I recieved two emails from Borderfree says the return tag had been cancelled and the item is no longer available. One of the emails stated not to use the return tag as it is no longer any good and that if I did I would get charged for the shipping. So Again on 1/**/2015 I called the Borderfree customer service line, after not getting anywhere with the people in Manilla again, I asked to talk to someone in the United States. The lady I talked to was not very helpful. She said to just use that tag that I was emailed on 01/**/2015 and when they get the item back I would recieve credit. First of all my mom is elderly and lives in Canada. I would have to somehow have her get packaging for this item and have someone fill out the paperwork to get it shipped back. Second with all of the misssed promisses and non communication I can't possibly see this situation getting resolved. Third, this was a Christmas present to my mother and no one has stepped up to right the situation. I have hours on the phone trying to resolve the issue. I thought [redacted]'s was a class act until now. Poor customer service, poor communication and to try to contact someone in the US to get the situation handled has not been successful. I am very upset with [redacted]'s and Borderfree right now.Desired Settlement: I would like someone from [redacted]'s in a high level in customer service to contact me. Someone that actually has a direct phone number and someone that can make this bad situtation right with minimal effect on my part to get it handled as my mother does not live close to me. Second I want her to have the item I ordered for her for Christmas. The order was placed through [redacted]'s and they inturn use Borderfree for the shipment. I need the situation to be resolved in a quick and professional manner.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,