Just sharing my recent bad
experience with Borderlinx service.
I bought stuff from Amazon US and delivered to Borderlinx (BL)
US. My package arrived at Borderlinx on 20 Jul and I paid the
shipping charges, duty tax and ordered BL to ship to Singapore.
They created waybill/tracking number at their website and DHL
tracking site, but they did not hand over the package to DHL (I
confirmed this with DHL directly).
Almost daily, I kept calling, chatting, emailing BL customer
service to get my package passed to DHL with no success. I found
out that BL outsourced the customer service to 3rd party (I suspect
the CS is in India, from their accent, I spoke to more than 5
different CS personnel). The worst part was the CS did not have a
way to call directly to the team in US who is handling the packages
(CS referred the US team as the hub team). The only communication
CS had to US team was through email and the hub team did not even
bother to reply to the CS team (in India), so every day I kept
calling, chatting and emailing with CS team, CS kept saying they
had escalated the case to hub team and waiting for response. This
was happening for almost 2 weeks with daily chatting, calling and
emailing and I was getting the same scripted response from CS.
I even called BL US directly (to US phone number which stated in
our BL suite address). The response was also frustating, the US
staff advised me to call to their CS eventhough I have explained to
them that their CS could not do anything.
The whole experience was very frustating, my package stuck at BL
US with no one could help me to get my case resolved.
Finally, on 11 Aug, BL conveniently created new tracking number
(and deleted my old tracking number, I guess to remove the traces
that package had been stuck at their side for so long) and passed
the package to DHL. It took only 3 days for DHL to deliver my
package to SG but took 23 days for BL to hand over the package to
DHL.
My advise to all fellow Singaporeans, deal with company who has
local representative in SG so you can get help from local rep if
there is any problem, in this case SingPost VPOST may be better
alternative for shipping your stuff from overseas to SG.
BTW, I am not the only one having bad experience with
Borderlinx, you can read from many others with terrible shipping
delay at
http://www.facebook.com/borderlinx
- see the comments on the
facebook wall ("Just Others") - several of them are also from
SG.