Consumer Complaints and Reviews
I am not able to download my ebook and I am not able to receive any support from your side. Give me back my money and it is going to be the last time ever!
The barista at this Borders gave me a big sales pitch, and bugged me until I purchased the Borders membership "plus" for the year a few months ago. I have gotten no benefits from it, as was promised, and now they announced they are closing.
When they talked me into it they said there would be all kinds of discounts. They would be sending me coupons and et cetera in the mail. I feel deceived. Did I just unwittingly make a $20 plus donation to Borders as it was going under?
Did they know that when they sold it to me? How many others have been duped into this? Now it's too late for me to dispute it with AMX.
I went to Borders at South Coast Plaza to check the book sale. I understand the frustration the staff must have about the store closure. Twenty minutes before closing, their staff was herding customers into the check out line and out of the store. Erin was being very abrupt, rude and condescending with every customer she was pushing out of the store. When she came after me, I asked her if she could take it easy and that I was on my way out and I wasn't going to buy anything. She told me that I needed to leave her store and go ** myself. I asked her if she just told me to go ** myself? and she said, yes because I was being such an **
Even though Borders is going out of business, I do believe that they are responsible for the conduct of their employees. The economy is tough for everyone and we shouldn't lose our civility and respect for other human beings.
On November 29, 2010, I purchased a Kobo ebook reader from Borders.com. In December, I returned the ebook reader via USPS with delivery confirmation showing the device was successfully delivered to their returns center on Dec. 28, 2010. It is now Mar. 30, 2011 and I have been fighting with Borders' Customer Service since December to get a refund of my money. I have called Borders on January 31st, February 22, March 16, 18, 19, 20 and I emailed on March 10th, yet still have not received a return of my money. In fact, instead of crediting the payment back to my credit card which was the original form of payment as per their returns policy on their website, they sent me a gift card in the amount of the eReader. Well, we no longer have a Borders store in any surrounding city where I live. Furthermore, I have no intention of purchasing anything from Borders ever again. I would really like them to return to me the money that I paid for the eReader.
I placed an order on Borders.com after receiving an email from them, advertising free upgrade to priority shipping. The email said to select priority shipping during the order but the order would not reflect a discount. I called customer service and waited on hold for over an hour. The representative told me to place the order and they would refund my credit card for the cost of shipping. He said someone would call me back in 2 hours.
I called the next day after not receiving a call and again waited on hold for over an hour. The representative informed me that they could not refund my credit card because I had used what was left of a gift card in addition to the credit card. I asked to speak with a supervisor and he put me on hold. He came back and said that he spoke with his supervisor and my credit card would be refunded in 7-14 business days. The refund never appeared. I called 3 weeks later and spoke with another representative who gave the same answers and said she would submit the claim to her supervisor who would call me back within 24 hours. Again, I did not receive a call back.
I called again a few days later and went through the same story and got the same answers. I kept asking to speak with a supervisor and was put on hold numerous times. The representative never actually let me speak with a supervisor. He said someone would call me back and I told him this was not acceptable based on the history of not receiving a call back. After numerous requests to speak with a supervisor, the representative finally said that my credit card would be refunded and to expect it in 8-12 business days. I also submitted numerous emails through Borders.com who stated that they strove to respond within 24 to 48 hours and never once received a response.
It has now been over one month since I placed the order, and I will have to wait a couple more weeks to see if the refund shows up on my credit card. I am pretty sure that the representatives just told me what I wanted to hear to get me off the phone.
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I ordered and paid for a book, which cost about $50, on the 12th or 13th of December 2010. After being on a holiday (and it is now January 18, 2011), I wanted to check the status of my order so I logged in. I couldn't log in because my account has been blocked as someone had apparently tried to log onto my account using the wrong password. I have sent numerous emails requesting them to assist me (I am in South-Africa). I cannot call overseas from work and it is very costly to call to America from here. I have not received any reply to my emails despite their undertaking to reply within a certain time nor have I received the book I ordered. I do not know what else to do here as I have paid for the book and the amount has gone off on my credit card.
I purchased a Cruz Tablet from Borders.com for my daughter for Christmas. It was shipped late on 11/28/10, not received until 12/14/10, not used until 12/25/10, and stopped working 3 days later. I called Borders on 12/30/10 to verify if I could return the item for a full refund due to the delivery date. They assured me it would not be an issue. I sent it out via UPS on 1/3/11 and they signed for it on 1/5/11.
On 1/10/11 I contacted them because I had not received a confirmation or my money. Initially, they told me that they have not received it. It was amazing how as soon as I said UPS and spouted of the receiving information, they found it. At that time, they verified my card number and processed the refund. To this day, they disconnect me when I call. I have gotten two different stories and still don't have my money or any idea when I will get it. In the past, I have returned $12 books and received my refund within 2 days of their receipt of it, but I return a $317.99 item and still cannot get my money back 17 days later.
The customer service is absolutely horrible. They give you the run around when you finally get through to a person. It's very hard to get a first name, let alone last name. They put me on hold for extremely long periods of time and disconnected me when I demanded a supervisor. Three people tell me my refund was issued to my credit card by verifying my credit card number and the corporate office says they issued me a gift card. How can people who are looking at the same account tell me two completely different things? Either way, I still do not have my money and I want it back. I was once an avid Borders.com customer. I will never deal with them again under any circumstances.
This business is inhospitable. I was sitting in an aisle far from any other customers. I found a good book and sat cross-legged on the floor to check it out. Within 10 minutes, an older woman with white hair came to tell me to move.
She said they need the aisles free to move the ladders. I explained that all the customers were on the other side of the store, and I would have no problem moving if someone wanted a book in this area. She said she had to keep the space for the ladders free. It was company policy.
So I offered to shift a short ways near a bookshelf without any ladder. She said she was sorry, but they had to have the aisle clear so that they could use the stools to reach the books. I pointed out that the top of the bookshelf barely reached her shoulder. There was no reason she needed a stool to reach any of those books. And I would move if anyone came into the aisle. She said that company policy did allow customers to sit anywhere except in the cafe or at cluster of chairs near the cafe. I explained that the cafe was too noisy. I couldn't hear myself talk over there, much less read. She said that maybe I could find a chair elsewhere.
Again, I promised to move the moment someone entered the aisle. I was the only person on that half of the store. Again, she said that I could sit in the noisy cafe.
So I left. I am writing this complaint from Barnes & Nobles, where I sit in a quiet corner. I have been a customer of B&N for 10 years. I have never once been asked to move and made to feel unwelcome. Me and my mother will never go into Borders again. I will be sure to speak badly of this company whenever I have an opportunity.
I ordered a CD as a Christmas gift. I received an e-mail letting me know the item had been shipped, and will arrive in 3-8 business days. Okay, so I waited and waited and waited, and nothing. Finally, I called to be told the label for the shipment was printed, but the item never made it to FedEx. I was told they would get in touch with the warehouse and find out what happened, and that a supervisor would call me back. That was 2 days ago. I have not heard a thing.
This is the first time I have ordered anything from Borders.com, and probably the last. I live 2 blocks from a Hastings bookstore. I should have just gone there instead. The customer service from this company is poor, very poor.
On 12/16/2010, I ordered a CD (The Chronicles of Narnia: The Lion, the Witch and the Wardrobe) and on 12/17, I received an email that said "Your Borders.com Order # is on its way. Shipping Method FDE Second Day and the message gave me a tracking number. By 12/24/2010, I had not received the package. I called FedEx (their shipper) and FedEx was quite helpful but all they could do is put a trace on the item. I then tried to call Borders. They were closed.
On 12/30, I then tried to reach "Customer Care" by calling the number on the Borders website. That number is no longer working! I then called one of the stores in Ann Arbor and explained that their customer care number on their website no longer worked. I was told that each of the two phone numbers I was about to be given would connect me with a real human being.I called each phone number and each time got a voice mail saying that the person was out of the office until after the first of the year. Clearly, the person I had talked with the first time around had not checked to see who was in and available for customer service duty. The Borders website makes it hard enough to figure out how to call a real human being for help with a shipment. It's even worse to have a non-working phone number posted on the website.
I will not be purchasing anything from Borders Bookstore any time soon.
This was a recent letter I sent over the internet, to firstname.lastname@example.org:
For two weeks now, I have been trying to get $31.95 credited back into my checking account. I mistakenly ordered two gift cards over the internet on Dec. 6, 2010. I could not get the confirmation in my e-mail, so thinking the order did not go through, I placed another order. Then a double order finally popped up in the e-mail. I immediately got on the phone and called 888-812-6657 and cancelled the one order. I assumed that my $31.95 from the cancelled order would be put back into my checking account. They told me over the phone it would be put back in 3 to 5 working days.
I have made 5 phone calls over the last two weeks and the money is still not back in my account and this is when they told me it would be put back. If you're not going to credit my account would you please just send me another gift card. This completes the letter I sent by e-mail. I did enclose the confirmation #'s in this letter on both the orders that were placed. After the order was placed, a couple days later I received one gift card in the mail but, the money for the cancelled gift card has never been put back into my account.
I worked for Borders for three years and have seen it run down hill. We used to have fun going to work, helping customers, etc. and it became nothing but corporate greed. If employees were having difficulty working up to standards, they are bullied about until they either quit or get fired.
Could not access customer service on line to update information (3 days). Drove 10 miles to store to be handed a piece of paper and a "call this number" from the young "woman" at the register. I explained to her that I was having difficulty. Her response, "Call this number."
Well, for 2 days, I have attempted to reach them by phone (even at 2:00AM) and the message has continuously stated "high caller volume". All support pages are not available on line, except to place orders. No, thanks. 5 days is too long to deal with this retailer. Funny, I never receive this kind of service from independent book dealer.
In late July, I ordered a book from Borders.com. Through a shipping mistake, that book was delivered to someone else. When I followed up to find what had happened to my book, I was told that Borders could not simply send a replacement book; I had to reorder and pay for the new order. My payment for the already existing order ($40.47) would be refunded with a gift card. When I went to use that gift card, it could not be used because it had a zero balance.
Borders had sent me a worthless gift card! When I followed that up with Customer Service, they said that they were unable to apply the $40.47 deserved value to the card and they would have to send another card. I am waiting with anticipation to see if the second reimbursing gift card will actually contain value.
If Borders is trying to avoid their liabilities to outstanding gift cardholders, they are achieving that result. It is now mid-October and I am still awaiting refund of the value from the purchase I attempted to make in late July.
Their latest sweepstakes based on Julia Robert's new movie, Eat, Play, etc was a sham. It was a 21 day-vacation to the 3 countries in the movie, but there was no way to sign up for the sweepstakes. Borders website had the entry button outside of the computer screen. When I complained, then when I tried to enter, you were immediately taken to a travel website, which also did not have an entry form. Even though I was trying to enter the contest at 2:00 am, Borders repeatedly sent a return email stating it must be due to high volume. They did not respond to my last email, and by that time the deadline to enter past.
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 weekend, 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 reread them (some of which we've had a number of years and 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, we've been 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.
I was a frequent Borders customer until a few months ago. The manager at this store made an inappropriate comment to which I responded by filing a complaint with the General and District management, and they did not respond. I even filed a complaint with the Better Business Bureau to which also received no reply.
I was recognized at the register by the man named above, and by the way he spoke I am assuming he was manager because he seemed to think he had the right to say what he said. He said 'they' (not 'he') wouldn't be accepting any more returns from me, because the last few times he has seen me in the store I had an item to return. Please note, he is not always working during the hours I come in, and also, the gap in time he's allegedly "seen me" is pretty wide and not on a regular basis. "This is not a library, you buy books to keep them," were his words to me. I told him bluntly that I am a paying customer and unless the return policy is changed, I have the divine right to return as I please and that he had no power to enforce his claims.
Case has never been solved. Borders has ignored attempts from both myself and the BBB. Customer service claimed to not have any control over the GM or DM lack of response and they could only forward my case for review. I have not stepped foot in a Borders since then until consequences are served as this man had no place talking to me as he did. Making me feel unwelcome in the store when I was doing nothing against rules or regulations is unacceptable. Many others have complaints about other Borders locations so this is a deeper problem than just a single employee. The corporation itself is sweeping these complaints under the rug and not delivering the customer service they advertise!
They do charge the price of the book before they confirm if they have it. Then of course, they do not ship it after 5 weeks. Asking what was wrong with this order, I get no reply.
Please do not buy any thing from Borders. You too will lose your money because they are completely unreliable. It is the first time that I had business with these types of undesirable fellows. I was charged $41.43.
I was in this Borders which I patronize regularly. But on this day, Monday, January 18, 2010, I walked in with a paper and my laptop. I proceeded to read when these fellow patrons were making noise, using curse words and talking about things I didn't want to hear. I asked them to stop. I talked to the manager where she told me to pack up my things and leave. I felt degraded as a person. I don't know her name. I was escorted by police. This was done in front of many customers. It is ridiculous, to say the least. I thought the manager acted poorly who coincidentally is the sister of the man who I was conversing with. Questionable? I feel like she should be reprimanded or fired.
This is truly ridiculous-the card is cash and should be able to be used at any time as it is a gift-why is there an expiration date on it?
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.
I went in to Borders to buy a book. I checked with the customer service person to see if the book was in stock. She said it was and went to get it, but came back and said it was not in the spot it was supposed to be. I asked if I could order the same book. She said I could. So, I had to purchase a Borders’ pre-paid card. She said the book would be in on Tuesday. I went in on Tuesday it wasn't in.
I went back Thursday and asked if it was in and could they track it. The assistant manager said it would be in on Friday. I asked him if they had the book in stock. He checked the computer and said it was. I stated that's probably the book I came in to purchase originally. He said "No, we had another shipment arrived with this book." I said then why can’t I have this book. He said I would have to purchase the book again. I walked out. The book still hasn't arrived. It has caused me to believe they are not going to help me with getting my book. I don't have the money to buy another one.
Bought a Zondervan NIV Thin Line Bible two weeks ago for $27.00 and the bind came loose. Went to return it to get a new one the manager said she couldn't do it unless I had a receipt. i can't find the receipt, but if she would enter my phone # she will see where I have not only purchased the Zondervan bible but other books also. Also I have purchased various books under muy old cell phone #.
All I want is the inferior product replace, but she the manager says that it is the policy of Borders that no exchanges can be made without the receipt. I told her that if this the way that Borders does business with loyal customers then I would no longer be purchasing books there anymore. I believe I have not been treated appropriately and I guess I'll find another book store to give my business to. Maybe Barn Noble have a more liberal or less retrictive return policy. In any evernt I feel like I been slighted
The bottom line is that I have been a loyal customer for seven years and I have never returned any books to Borders, and the first time that I have an issue with a bible that I purchase where the bind is coming loose I get the response that if I don't have the receipt they can/t give me another one makes me very disappointed. In closing [they] might want to consider reviewing return policy.
Bought a Thin line Zondervan NIV bible around the 1st of March 2009. The bind started coming loose near the book of Luke Chapter five after I had it for two weeks. It still looks brand new. Manager says she can;t return the bible without a receipt. I can't find the receipt so I am stuck with a bible a paid $27.00 for that the bind is coming loose. I have been a Borders customer for about 7 years, and I have purchased a variety of Christian literature from the store, but if this is the way that loyal customers get treated when they have an issue with a product that is defective then I will probably have to take my business else where. Maybe Barns a Noble can provide me with the kind of service that a loyal customer is do. You all might want to consider reviewing your policy on returns especially when you are dealing with customer who has been a loyal patron
I went to Borders Books to purchase a Christmas gift for 19.95 with a 40% off coupon. I picked up three stocking stuffers on the way to checkout, one of which also cost 19.95 and the others were cheaper. The clerk said she would take the discount off one of the 19.99 objects and she rang up a 19.99 stocking stuffer with the coupon. When I returned the stocking stuffer in the required time period they would only gave me 60% or 11.99. I complained to the clerk and the manager and they insisted they couldn't give me the full price because it was rung up at the time for 11.99. I was penalized because I purchased more products. If I had left with only the gift intended I wouldn't have this problem. This dishonest company will bite the dust like other dishonest companies.
It stressed me, made me angry and cost me time and energy. And, it is going to cost me more time because I will send this to my entire email list and ask others to forward. I am also going to file this on complaints.com.
First she had the place you usually enter different and proceeded to tell us in a terse voice although no one was in line. I told her I was a professor at several colleges but forgot card in my car. She asked me what I was going to teach. I teach fitness for children adults and seniors and it was a book with info I could help them with. Her answer was no you have to teach high school and you can't get anything off. I had just bought a book at Barnes and Noble in Glendale with 25% off after showing my teachers card and no questions asked.
Unfortunatly they were out of the other book so I went to Borders. Believe me I will never go to another Borders. [They] need to train [their] staff. I have also worked as a publicity director and if I saw my staff do what she did she would be fired on the spot.
Could have got book at Barnes and Noble in Pasadena for much less. The total rudeness of employee was demeaning. It was obvious she was uneducated and on a power trip.
I ordered a DVD box set from Borders.com. That was my first mistake - the second mistake was thinking that there might be a caring customer service department that would help me out with the tortuous order problems that followed. I waited and waited and waited, and emailed and emailed. Over a month later, no DVD box set. I emailed a couple weeks after the order, asking where oh where might my box set be, and received an official form email with no information on the specifics of my order whatsoever, just saying in cold official terms what Borders policy was (after 30 days I had the option of cancelling, after 60 days my order would be cancelled whether I liked it or not, etc.).
I emailed again a couple weeks after, and received THE EXACT SAME LETTER! WORD FOR WORD EXACTLY THE SAME! No one at customer care (what Border's calls their alleged customer service department) cared at all to respond to my specific complaint - just fire off a pre-formed form letter, and ignore what the customer really asks for.
I also spoke to customer care on the phone, and got a non-stop description of what Borders couldn't do. This started out with a long wait time on hold, with messages urging me to email them, before I finally got an actual person who went into a long description of don't know, don't know, can't this, can't that. The first thing they couldn't do was even get any information that I had an order at all - finally it struck the extremely unknowledgeable service person that yes, they could just enter my email address and the information was right there (which was my suggestion). But apart from having the cost and date of my order, that didn't help at all, as I had to endure a seemingly endless litany of we don't know... we don't know...no one can help you...oh,all our supervisors are on other lines, etc. etc.
Especially with Borders known to be closing stores, you would think that they would be eager to help customers, and try their best to deliver top-of-the-line customer service. No such luck! The bottom line is, if you do want something from Borders, make sure you can carry it in your hand when you pay for it, because otherwise who knows whether you'll be lucky enough to get what you actually order, and you certainly will not get anyone who cares enough to actually help you. Avoid Borders.com!
I made the mistake of shopping at Borders.com and having them mail a Christmas present for my wife. First of all, if an order is placed online there is no way to cancel or change the order... I made a mistake and ordered an audio cd instead of a book, clicked submit and realized my mistake. Even tho I had only placed the order minutes ago a CSR and supervisor was unable to cacel the order. Ridiculous.
Secondly, my wife likes to open packages so I had the order sent to my place of employment. On my order confirmation it clearly shows the shipping address was different than the billing address. Of course, they sent it to my billing address, my wife opened the package and her Christmas surprise was ruined. Thanks Borders, I'm never giving you my business again.
In late July, I purchased a set of DVDs from Borders.com. The first time I played them without incident. In October, I attempted to play them again - to no avail. They would not load to my television. A DVD technician assured me that there is nothing wrong with my DVD player and explained that the poor quality of burning is the problem.
Borders rewards requires online registration required and did not work 6 times. Customer Service did not also work. Many error lines showed and could not get through. Ditto phone service.
Borders lost about $20 sales first visit; $30+ sales 2nd visit; and did not register my other pruchaes on the card when I thought they were being registered.
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