Borderlinx, Inc.

Borderlinx Customer Service is working with the customer on a solution. Due to the Thanksgiving holiday, it was impossible for us to respond within days. Submitted by Margaret P***Borderlinx Legal Counsel

Dear Sir, Madam,I just like to let you know that Borderlinx paid out a full refund of my shipmentAs a result this case can be closed.I know for sure that this result would not have been possible without your interference and I like you to know that it is greatly appreciatedThank you so much.*** ***The Netherlands

The offer made to me by Borderline, was $250, I had provided the Invoiced for my items totalling $However they have not responded and as per last time I put in a complaint to them they never responded.I have made a counter offer to them of $allowing them $531, to cover the pledget storage feesFurther more I was told they would not destroy my items, and as per their policy if my items were to be taken by them and sold to cover their storage fees, I would be entitled to the difference of the saleI have never been notified of the sale of my items.Catherine, I’m desperate, and feel at a loss on how to proceed, as an international customer I have a limited ability to contact and employ your supportIm unsure how to proceed with this matter, to recoup my costsI feel stolen from.Please help me.Kind Regards*** *** * *** *** * *** *** * *** ***

This customer, who lives in Australia, had previously filed a complaint in October with the Dayton Revdex.com. (Dayton was the previous location of the Borderlinx US hub). We paid some compensation to the customer, and there was quite a bit of correspondence back and forth with him.
The Dayton Revdex.com made a determination that Borderlinx had made a good faith effort to resolve the complaint, and they closed the case. See ***The complaint filed by the customer in May with the Lockbourne Revdex.com concerns the same incidents and transactions as were the subject of the complaint that was dealt with previously and closed by the Dayton Revdex.com. The customer has not contacted Borderlinx customer service since that time.The customer's current complaint refers to the 4th package, which was mislaid in the hub (operated by DHL Supply Chain). After the customer’s 4th package was located, we offered to ship it to the customer at no charge. He did not accept that solution because he advised he no longer needed the item (Halloween masks). After days, the item was considered abandoned per Borderlinx’s policy and disposed of. Despite the previous settlement of the customer’s Dayton Revdex.com complaint, we have agreed to give him some additional compensation for the 4th package (the Halloween masks). Our customer service will be in touch with him. Submitted by Margaret P***Borderlinx Legal Counsel

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

While I did receive the refund of 20% of shipping charges , which I appreciate very much, that refund was available to every customer using the service and had nothing to do with my case or my complaint

I been waiting since over a month for DHL to replay to them , knowing that I didn't deal with DHL , I have worked with borderlinx only , also attached is the confirmation of delivery from DHL to Borderlinx warehouse so I guess there is nothing to wait for but a delay of time .so kindly arrange my refund at the earliest
Regards,
*** ***

The evidence is clear, the miscalculations are clear.Both weight and volumetric weights calculated by BorderLinx are wrong, and I have proved that they are in my complaintAmazon lists shipping weights for items, and my items combined are less than 0.5KGAmazon shipping weights are not wrongBorderlinx's volumetric calculation error is irrevocable evidence that they made an error; as Borderlinx has the dimensions of the box, and the calculated volumetric weight is wrong, it's right there in there recordsBorderlinx also mentions I "waited" months to complain, and I don't understand the significance of "months"The evidence of weight miscalculation is there, on the Internet, on Amazon, and on Borderlinx's website in my accountMe providing my own measurement of a box at home is actually less reliable evidence than what's out there on Amazon and their website

Hello,With reference to case ***, I'm satisfied to say that they haveresolved my issue by crediting me US$to my paypalI have received themoney.I am really thankful that Revdex.com was able to help me with this, which tookthem months to resolve.Please look into their business and hopefully they
are able to fix theirissues.Many thanks,

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
A** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***

The situation with this customer’s package is a bit complicated. In the shipping paperwork, Borderlinx had given the name of the customer’s business as the recipient, rather than the name of the customer himself. This was an error on our part, but on being notified by the customer we sent a request to DHL to correct it. (The package had been picked up by DHL for international transport and was in their hands). We then asked DHL to return the package to the origin (our hub in Ohio) so that the paperwork could be corrected. Unfortunately, we did not receive any responses despite several reminders. We have now learned from DHL that the package had, for whatever reason, been held by customs authorities in Turkey (the customer’s country of residence). DHL is responsible for customs clearance, and we have no information on what communications or reminders DHL may have sent to the customer seeking his assistance in releasing the package. There is apparently a maximum period of time in which a package can be held by the local customs authorities. The package apparently remained in the hands of customs in Turkey for a period of time exceeding the maximum holding period. In such cases, the item is auctioned. The customer notified us today (March 28th) that he had spoken to both DHL and his local customs authorities and confirmed that they had disposed of the package by auction. Although Borderlinx wasn’t directly responsible for the problem that occurred with the package, we are nevertheless providing the customer with a full refund. Submitted on behalf of BorderlinxMargaret P***Borderlinx IncLegal Counsel

This issue that is the subject of this complaint has been resolved. The package tracking information was not visible to the customer at the time she submitted her complaint due to an IT issue (as she points out). However the package was shipped This information, including the
shipment tracking number, has been communicated to the customer Submitted by M*** *** Borderlinx Legal Counsel

This customer ordered items, and unfortunately one of the packages was lost in the Borderlinx hub.In March, we filed a claim for the value of the lost item with DHL Supply Chain (the company that operates the hub on Borderlinx's behalf) but have not received reimbursement yet. Despite that,
we will make arrangements to make the refund to the customer. Respectfully submittedMargaret P***

A response to this customer's complaint will be submitted tomorrow (May 31). M*** ***Borderlinx Legal Counsel

We apologize to this customer for the inconvenience she experienced, and we have refunded her the value of the lost item. Submitted by M[redacted]Borderlinx Legal Counsel

Unfortunately this customer’s package had been mislaid in the Borderlinx hub.   Our customer service group was ready to refund him the price of the item, but the details of how to make the refund hadn’t been ironed out. Luckily, the package has finally been located and has been shipped to...

the customer.  We apologize to the customer for the inconvenience.  Respectfully submitted Margaret P[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. I didn't get the payment on the same time I was sending the earlier disagree , I received it afterward and tried to replay again but couldn't .and for the DHL , I dont need to understand how you deal at your warehouses , I bought through Borderlinx , and its your job to deal with it , mean while I have an email confirming from borderlinx that DHL have lost the shipment , and the transfer my complain to the finance department "claims" to get a refund back which is totally the opposite of what you said in the earlier email .just wanted to make things clear since you mention that I don't understand ...etc anyway I got the refund back so that it for me 
Regards,
[redacted]

Response from Borderlinx: Last September the Borderlinx US export hub was relocated from Dayton, OH to Lockbourne, OH, where we have a different logistics partner. The migration was much more complicated than anticipated from an operational and systems perspective, and there were a number of...

packages that went missing in the process.  After an extensive search, the hub staff concluded that this customer’s package was unfortunately among those lost. We have refunded the customer the full value of the missing item. Our hubs successfully process thousands of packages every week, and – as with any high-volume business – unfortunately occasional errors occur. We sincerely apologize to the customer for the delay and the inconvenience. Submitted by Margaret Phillips, Borderlinx Legal Counsel