Borderlinx, Inc.

I received an email notification overnight that the shipment was finallyregistered to my account. It took almost a month, but it's finally there.I'm sorry to have troubled you and the Revdex.com, and am grateful for yourassistance in this matter. Please let me know if you need anything elsefrom me to close...

this case.Thanks again,

This customer purchased some sports supplements, which were delivered to the customer's suite in the Borderlinx export hub for processing and international shipping.  On receipt, the products were initially categorized as  “Prohibited Items” since there are legal restrictions on shipping...

certain food and dietary supplement products.    See http://www.borderlinx.com/en/pages/faq/prohibited. Upon a detailed review, a decision was made that the item could, in fact, be shipped to Australia and there was no need for it to be returned to the online merchant from whom the customer had purchased it.  We offered the customer a 20% discount to compensate for the delay and the inconvenience. Submitted by Margaret P[redacted] Borderlinx Legal Counsel

Response from Borderlinx:This customer’s packages unfortunately could not be located at the Borderlinx hub, after extensive searches.  Our customer service group requests a copy of the merchant’s invoice or order confirmation from the customer so that he can be compensated for the missing...

items.    Borderlinx successfully processes hundreds of customers’ packages every week, but occasionally (as with any volume operation) an item is mislaid.  We apologize to the customer for the inconvenience.Submitted by Margaret P[redacted]Borderlinx Legal Counselell us why here...

Response from Borderlinx:  In September the Borderlinx US export hub was relocated from [redacted], OH to [redacted], 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, we concluded that this customer’s package was unfortunately among those lost.  We have refunded the customer the shipping charges she paid, and we are filing a claim on the customer’s behalf for the value of the 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 inconvenience.   Submitted by Margaret P[redacted],Borderlinx Legal Counsel

Response from Borderlinx:This customer ordered two items for international delivery to Egypt via Borderlinx's international shipping service, and he released and paid the shipping charges for both packages on December 17, 2017.  One of them was delivered on Saturday, December 23.  The...

second shipment was, for some unexplainable reason, delayed, and it was dispatched from the hub on January 10.  Our customer service group sent the customer an apology and the airway bill number so that he could track the second shipment.   To compensate for the inconvenience, the customer has been refunded the shipping charge for the delayed shipment. Submitted by Margaret P[redacted] Borderlinx Legal Counsel

Borderlinx’s response: This customer ordered some items from Amazon to be shipped to him via Borderlinx.   He released the shipment from the Borderlinx hub on June 9, 2017 and paid the shipping cost (including pre-calculated duty and tax).  In mid-November, he contacted Borderlinx...

customer service complaining about the price he had been charged.  He claims that Borderlinx did not correctly calculate the volumetric weight, which determines the shipping cost.  We publish the formula used for calculating volumetric weight.  http://www.borderlinx.com/en/pages/faq/volumetric-weight.  The formula is based on the actual weight and dimensions of the package as received at our export hub. We have reviewed our records, and we stand by the accuracy of the total cost calculations generated by the Borderlinx warehouse management system.      The system does not retain records of the raw data – only of the final result.   Since the package was shipped in June, and the customer did not complain until November (5 months later), it is impossible for us to go back and verify the calculation.  The customer wasn't able to provide any sort of evidence which would show what would have been the correct weight and dimensions of the package. B  He provided only his Amazon receipt, which did not contain any information stating the weight or dimensions of the package as shipped. We have also reviewed the transcripts of the customer’s communications with Customer Service, and we do not agree that the agent was rude.  The agent asked for evidence of the dimensions of the package, but the customer was not able to provide them.  He admits that he disposed of the box and packing materials shortly after receiving the item.   In sum, the customer waited 5 months to complain about the price he paid for Borderlinx service, without being able to produce any evidence that our calculation was wrong.    Despite that, we would have been prepared to give him a discount on future shipping charges, but he says he doesn’t want that.   Respectfully submitted, Margaret P[redacted] Borderlinx Legal Counsel

Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12590656, and find the resolution is satisfactory to me. I have attached the invoices as requested by Borderlinx to process reimbursement.

Borderlinx response: A 20% discount code was provided to the customer on November 30, 2017.  He released and paid the shipping charge on December 1, 2017.  However, he did not use the discount code.  We will be refunding the customer the 20% instead.  Submitted by Margaret P[redacted] Borderlinx Legal Counsel

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. 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 loss, the delay and the inconvenience he experienced, and we will be compensating the customer accordingly. Submitted by Margaret P[redacted], Borderlinx Legal Counsel

Borderlinx will only compensate a quarter of the original value of my shipment but I like full compensation. As you can read they admit they have lost my shipment because of a move of their warehouse and as a result I have to take a loss of my shipment with a value of $ 399.00 as if it is MY fault that they lost it. They should man up and compensate the full value.

Response from Borderlinx: We have considered the customer’s further communication in which he argues that Borderlinx's calculations of the shipping charges were incorrect. As noted in our original response, unfortunately the shipment was processed at the beginning of June, and the customer did not contact us until November, five months later.   We do not have the raw data giving the weight and dimensions of the customer’s package – only the final result as reflected in the system.  We have no data corroborating the customer’s claim that the dimensions of the package were 10x4x16. As previously noted, the customer provided a copy of his receipt from Amazon, but that receipt does not give any information on the weight or dimensions of the parcel as packed and shipped from Amazon to the Borderlinx hub.   Sometimes very lightweight items are packed with a lot of “filler” which would account for a volumetric weight that was higher than the actual (dead) weight.  “The cost of transporting a shipment can be affected by the amount of space that it occupies on an aircraft, rather than the actual weight. This is the volumetric (or dimensional) weight.  The volumetric weight of a shipment is a calculation that reflects the density of a package. A less dense item generally occupies more volume of space, in comparison to its actual weight.  The volumetric or dimensional weight is calculated and compared with the actual weight of the shipment to ascertain which is greater; the higher weight is used to calculate the shipment cost. Depending on the carrier and size of package, the Merchant's ground shipping charges may or may not utilise volumetric weight calculation.  If the carrier used by the Merchant does use volumetric weight calculation for ground or for domestic air, the volumetric weight calculation will use a different volumetric factor and the volumetric weight will be lower than that used for international air shipments.” (Excerpted from FAQ “What is volumetric weight?” http://www.borderlinx.com/pages/faq/volumetric-weight)   The customer requests 100% refund of his shipping charge.  We are not prepared to do that.  We are prepared to offer the customer a discount code worth $40 that he can use for future shipping services.    Submitted by Margaret P[redacted], Borderlinx Legal Counsel

The business took 2 weeks to reach a decision of whether to ship the product or not and failed to comply with numerous requests for a call back. I was not given the 20% discount that the business claims it offered.

We have submitted a trace request to see if the customer’s package was by chance held up at customs in Turkey or if it has been lost in transit.  If it was lost, there is a procedure for customers to file a claim.  We will be back in touch with the customer as soon as we have further...

information. Submitted by Margaret P[redacted] Borderlinx Legal Counsel

A similar response has been given to me for 7 months now, there has been no change in the status and they have still have not found the package. I have attached the transcriptions of the chats that I have previously made with Borderlinx support to this email as s ingle PDF file. I have also attached the shipment details.