Borderlinx: Scam of the century?

OK, I just picked up my NPR Radio by Livio after waiting for a while to get it and I have used DHL’s Borderlinx service here in Kuwait, the counterpart of Aramex’s Shop & Ship. I’ve used Borderlinx for like 3-4 times and I have to say that this is it! I’ve been scammed major time by these fellas! When we started using their services (I joined online, so I didn’t sign a damn paper!) as a getaway from Aramex crappy services for customs and long delays, Borderlinx was the savior for all of online shoppers here in Kuwait! Like any other shipping carrier, they charge you for customs finalizing works and papers aside from the actual weight of the received item. Lately, and without informing any of its customers, Borderlinx shifted their calculation from actual weight to volumetric weight, using damn stupid math formulas to calculate which is higher and be charged for it! My package was only 3.1 KGs and according to the large size of the box (10″x16″x14″, as a protection for the radio) I was charged 38 KDs using the volumetric weight! WTF?!!! Even for the customs, my radio only costs 169 dollars and they charged only 4 KDs, so all the paper works and the stamps and all that shits piles up to 15.5 KDs! The paperwork is much more than the tax itself? WTF? The whole total is 54KDs for a radio that costs 48 KDs! Can you imagine the horrendous crime? This is plain thievery! I had a long argument with the Indian worker down there in Khaleejiya office and promised him that I’d never use DHL nor Borderlinx again! He argued that he checks for the actual weight first, then takes the volumetric weight, and whichever is higher in price would be charged! I asked him to provide me with official paperwork from DHL to prove the procedure, and he said that nothing was available to support the claim, you either take it or leave it. It’s sad to say that I’ve been a customer of DHL since 2001, having all my Amazon shipments using their services but this is truly a scam of the century! Another tale of this is 2:48AM’s.

 

Update : I’ve posted more about this matter here and the newest update is right here .

77 thoughts on “Borderlinx: Scam of the century?

  1. I think you just don’t get the point!
    Volumetric weight has nothing to do specificly with Borderlinx. It’s simply used by most postal companies and other freight industries and courier services around the world to invoice for the actual space that a parcel, package or pallet takes up in a vehicle or storage area.
    More info here: http://en.wikipedia.org/wiki/Volumetric_weight

    • OK, what about signing an agreement which is based on actual weight as measure for rate, then within weeks changing it to volumetric weight WITHOUT informing anyone? I mean changing the terms and services IS major thing to notify especially when its comes to WEIGHT! the whole business depends on that for service!

  2. Don’t know much about the service but as far as I can see (I just test it ;-)), you have to agree with terms and conditions for each operations and I found the info inside: “differences between the estimated and the actual package weights; discrepancies between the estimated and actual product classification or value; the use of volumetric weight calculations for bulky, lightweight packages; and/or additional local delivery charges if your delivery address is in a remote geographic area.”

    • Dude
      DHL’s Borderlinx is the newest shop & ship service introduced in Kuwait for mail forwarding, using a US P.O. Box. All other older services till now depend on actual weight, except if it cross a certain measurements (we’re talking like the size of a front bumper for an SUV for example)which are already specified and agreed to in the initial contract.
      Now, when a milkman breaches his contract with you and instead of deliver your agreed-to daily single bottle of milk and starts charging you for its fluid ounces weight, that’s utter scam!

      • Unfortunately, right now even Aramex has raised its prices to a high level. I know that there is a new service that some friends are using and it is cheaper (it is in Kuwait) but I don’t know about it if serves Egypt as well. It is called myUSbox.

      • Well, mainly it is cheaper than the rest with small number of patrons. I think it belongs to Posta plus, the mail carrier in this region. They mentioned that their customer service is somewhat better than Aramex. I would recommend that you try ordering a small item (magazines/light items) to try at first, to avoid customs and extra charges. Let us know and enjoy shopping!!

      • There is a mass lawsuit against Aramex in Kuwait because of their false justifications of the high clearance/shipping charges. They kept blaming the customs, while the customs released press release replying back to Aramex claims and proving their innocence from this!!!

      • yes see that s what i was talking about with aramex customs are too high and they are never calculated as they should i mean i swear i pay sometimes triple of the original website price , for example a beauty cosmetic item that costs 8$ on amazon ,customs on Egypt on beauty cosmetics is 55% (too high already) but with aramex this item would reach me with 100% customs not55% so the 8$ would be at the end multiplied by 12 EGP ,

      • yesss really every time i make an order online on amazon i pray that the Mr Aramex custom guy is a nice one who wont charge me a fortune for a 50$ beauty cosmetics order :) but he never does ..
        one early morning i received my 2 packages and was asked from the runner to pay 1950 EGP which is aprox 320$ and guess what the 2 packages contained orders less than 160$ that day was from hell and i didnt know what to do or who to complain to nothing works they always reply to my emails that they r not responsible for that ans it s the customs not them !

      • It appears that you do not understand what is going on here. This Dimensional Weight issue has nothing to do with Borderlinx. When shipping Ground service within the boundries of a company’s service area, most companies will use the actual weight to calculate the shipping rate. When shipping by express air service, aircraft charge by volume. Therefore they need to charge more for a 20 kg box of pillows than for a 20 kg box of electronics, if the box of pillows is larger. The current multiplier calculation I have for dimensional weight is (L * W * H + .49) / 166 with dimensions in inches. If the box is 12 in x 12 in x 12 in, it will have a dimentional weight of 10.4 lbs. If the contents of the box is only 7 lbs, you will likely be charged for 11 lbs on an air shipment. A box 24 in x 24 in x 12 in has a dimensional weight of 41.6 lbs. Different companies may have slightly different formulas for calculating dimensional weight, but essentially the idea is the same. Consult with your carrier to see how they calculate volumetric or dimensional weight.

  3. Pingback: NPR Radio By Livio « LunarDream

  4. Everybody seems to be switching from Borderlinx to Viaddress …
    It doesn’t take a genius to see that Viaddress is much cheaper than Borderlinx, just look at the comparison table on the homepage of Viaddress.com

    Look at all these reviews about Viaddress from people in Kuwait:

    http://www.adslgate.com/dsl/showthread.php?t=540482
    http://www.adslgate.com/dsl/showthread.php?t=544176

    I’ve been using Viaddress.com since last year and Alhamdulillah it worked great from me every time.

  5. Guys:

    I am the owner and CEO of SkyBOX, the largest shopping facilitator in Latin America and in business since 1991! Unfortunately, almost every airline is now charging volumetric weight, if higher than physical weight. Thus, all companies must charge accordingly. We don’t really compete with Borderlinx given our respective geographic concentrations but they are a very serious company and partner with DHL and VISA, both very serious companies. Maybe their only mistake was a lack of communication and I am not familiar with their rate structure but they are not crooks. SkyBOX ships to every country in the world and we provide the best, and unique, value in the industry (SkyBOX Rewards, Video & Document tracking on our site, 100% guarantee, etc.). That is why we have a minimum membership fee. Give it a try and you can always contact me directly (pgartlan@skybox.net).

    • Hi there Mr. Gartlan.
      I’m very happy that you took some of your busy schedule and your precious time to check out my humble blog. I do agree with you that calculating by volumetric weight is a method that has been adapted by many international couriers. I know that many have taken this decision in order to meet the hike in the fuel prices and the global inflation in the past years. But there’s something that belongs to us, the consumers.

      Mr. Gartlan, we own the right to choose what fits us, the customers, budget-wise and business-wise. I think as you have mentioned, that Borderlinx means serious business in dealing with big names on the market, so I think a change of rules and regulations between them and their customers is not a thing to consider ”I forgot to”, that just doesn’t work in the business world. I have met many people over the internet and in real life who showed dissatisfaction towards their change in services without informing us, and then not showing any reaction or even a single announcement declaring this change with any apologizes to the customers.

      Mr. Gartlan, till now Borderlinx didn’t even announce the changes of using volumetric weight to us, the consumers, not by mail or by phone or even email. I don’t know what would you call it, but I call it ”lack of professionalism”.

      • check all the folders on your e-mail derp.
        you’ve agreed to choose borderlinx’s services, then you keep complaining about how their way of charging fees is a scam. derp

    • Hi Paul

      i am also a ‘victim’ of borderlinx. my current shipment (still pending for shipment) with borderlinx comes up to :

      Total weight to be shipped: 59.42 kg
      Total duty: $ 0.00 SGD 0.00
      Total tax: $ 72.45 SGD 95.29
      Shipping: $ 329.11 SGD 432.92
      Fuel surcharge: $ 27.97 SGD 36.79
      Total: $ 429.54 SGD 565.01

      It does not make sense to buy things cheaper on amazon but ended up paying so much for the shipping.

      Can you assist?
      thanks

      • Hi Wendy

        Without knowing the physical size of the boxes you want to ship, and based on the information you have provided, our charge for shipping from Miami, Florida, to Singapore would be US$366.58. Please let me know if we can help by responding to my office e-mail (pgartlan@skybox.net). Best regards and good luck! Paul

  6. You are right, and the customer is ALWAYS right! I was only trying to explain the physical vs. volumetric weight issue. All the airlines are now charging the higher of the the 2, thus, companies like SkyBOX and Borderlinx must do the same. You’re right, their biggest failure was in communications and they need to address that. Obviously, it is not my business to defend a competitor but in today’s internet world there is so much misinformation and many well-intentioned people and businesses get hurt. It it were SkyBOX, we would reimburse the overcharge, mass e-mail all our customers and be sure our website and contract reflect today’s market conditions. Congrats on your blog, the rapidity of your sunbscription process and confirmation, as well as your e-mail notification of follow-up comments! Good stuff!

    • Mr. Gartlan
      Thank you for giving us a bit of your time to show us, the consumers, how officials in your status still think and care about their customers, no matter how far they are. It’s a heart-warming feeling to realize that some business owners still care, because after all business such as yours and Borderlinx thrive on regular patrons, to keep the business going. Otherwise, if there are no customers, then there is no business at all to run.

      Mr. Gartlan
      I hope anyone who comes to this blog and read your comments, especially from Latin America, will follow through and give your business a shot. I’m not trying to promote anything here, but I know from history that good business was always conducted with a good handshake and faith in each other. I know from your words here that you would honor your commitment towards your customers and wish you all the best!

  7. Never mind the volumetric weight issue – Borderlinx service just sucks, period. I’ve had two problems with them already and won’t be trying again.

  8. I think u are mistaken and didnt read through borderlinx FAQ or the T&C well enough.

    I have been using them since like 2008 and all along its either volumetric or actual weight, whichever is HIGHER

    unfortunately my recent order from disney is a rip off because the big box is like 100++ USD charged for the volumetric weight when actual weight is abt 5kg or so.

    This is industrial standard, so what can we do except o cross our fingers n hope that the items are shipped out in small boxes or boxes thats smaller than the dead or actual weight.

    however, borderlinx did quietly adjust the calculation of their volumetric yrs ago. Iniital is divide by 360 n now is 300. (cant remember if its for kg or pounds)

    HTHS

    • Dear Jen

      I have gone through many troubles in the past with the local Aramex company here (same idea, different name though), and when DHL opened the Borderlinx services here in the middle east, we were all happy as customers for competitive prices and services. Nobody denies Borderlinx fast online updates and delivery. Although, the problem is that I wasn’t provided with any details regarding opening an account and the terms of such services. Since they’ve started here in Kuwait, they didn’t use the volumetric weight for a measure of charges. Then, they switched to it without informing us the local customers. Now, that’s a bad way to run business.
      Read the following:

      http://www.248am.com/mark/kuwait/hello-easyshop/

      http://www.248am.com/mark/kuwait/first-impression-dhl-easyshop/

      and you can compare it to my experience. I’ve never had any problems with them for the 1st three deliveries. Then, it happened …..

  9. Agree about their poor service. I have been trying borderlinx to buy goods from the UK. I had ten packages delivered and they lost three of them for three days. Did not respond to my requests for info about them – just suddenly listed them.

    Then I had them send the goods to me in Australia. On 9 Aug they billed me for the shipping. On 12 Aug they sent them to DHL who sent them back the same day. Since then I have been in touch with Borderlinx every day to find out why they were returned, where they now are and when they will be sent. They just keep asking me to be patient but NEVER email me with information despite their promises.

    Today I have been in touch again with the same request for me to be patient. After pointing out how bad this is and demanding to chat (their on line service) they promised to ring me. I am still waiting…

    • Mr. Howard

      My sympathies goes for you and your awful experience with such awful services. I feel for you, buddy. I wish that you would e-mail them, initiate online rant against them and you can try to reach them legally. Try it, it wouldn’t hurt!

    • Dear David
      This was not introduced into our local Borderlinx rules and regulations to compete with Aramex for having AFO mail system, which enables users to buy stuff only available to US residents. The introduction of Volumetric came in later in our region to be applied without notice or notification of rules and policies. I hope this clarifies my post.

  10. Just doing some research on providers like Borderlinx. It’s interesting to see your blog ranks as the 5th search result on Google when you search for Borderlinx.

    I clicked here after seeing the title.

    It would help if they searched themselves on Google, and then responded and amended this situation asap. A few extra dollars refunded = satisfied customer.

    Interesting none the less. Thanks for sharing your experiences!

  11. Pingback: The Comeback! « LunarDream

  12. Their service is the pits. My earlier post tells of them losing ten packages of mine. I contacted them daily for nearly three weeks and then less frequently without getting any information whatsover. Suddenly the goods turned up at my home! The consignment note was not recorded by Borderlinx and they had no idea the goods were on the way – they assumed they were lost, as did I. I contacted them to tell them the goods had arrived and that all the problems were a direct result of their failure to correctly record their despatch. I told them that my complaint should be passed to management together with a request for compensation for the problems I had suffered.

    Needless to say I have heard NOTHING from them since.

  13. Hi all, I wonder if this thread is still live.
    I had used Borderlinx a couple of time with no problem. But this time round, there’s a problem. Their system was down when I try to ship my items and was charged storage charges thru no fault of mine, as the free 30days was over. I emailed them to rectify. I even go to their live chat. They replied : think they just use a template : yes, we are escalating your case to our concern team, yes, we will solve within 24hrs. Hey, that was almost a month ago and I am still waiting for news.
    The customer service officers who answers the emails and also the live chats are based in Delhi, India – so they do not know what is happening! and they do not have any authorisation on anything at all.
    If you check the Borderlinx facebook, there are tons of complaints! One guy even wrote to the CEO of Borderlinx who replied and the CEO said he will personally look into his case – well, according to this guy, it’s been almost 70days and he has not heard from the CEO or anybody from Borderlinx.
    Borderlinx is ok if you don’t have any problem. But if there are problems – the only people you gonna get is the call center in India who are of no help at all.
    So my items are still stuck in Borderlinx and I don’t know when it’s gonna be solved. How? how? how?

  14. I have the same problems as you all describe. Waiting for my shipment from 31. august and nothing happens. I get the same kind of replies like you are describing, even the same wording. I suspect that they just use the same premade templates to answer and that there is some truth in other people’s claims that their customer service is not really located anywhere near the Borderlinx facility, but is probably outsourced to India or who knows where. I will have to file a lawsuit against them, so I am happy for you suggestions. I completely agree, in genereal this is probably a good option to buy stuff over internet, but it is like playing a lottery, if you are unlucky, you loose the shipment you already payed for and they don’t take any responsibility but just continue chatting through their customer department. I would really like to know how many people lost their shipments, it looks like this is a general practice in this company, that they just don’t care about their actions. Maybe we could file a lawsuit together and get them to pay a high penalty too, to protect future customers.

    • Well, I’ve lost a shipment from Nintendo USA (a freebie for platinum members) and it was sent to their Ohio location in November/December 2009. Till now, there’s nothing about it. I’ve contacted Nintendo USA and they were shocked, but could do nothing about it. I should have known earlier not to use Borederlinx…but aren’t we all humans?

  15. i have to agree with you, BORDERLINX IS A TOTAL SCAM!!!…BORDERLINX SUCKS!!!… this is the first time I used them and I ordered quite a lot of stuff from ebay, first off, they charge me sky high shipping prices. But since I had no choice, I paid it. And guess what?? They LOST one of my items!!! This was an item that is irreplaceable which I had waited a long time to appear on ebay, and now it’s LOST! The process of back and forth to find out what happened to my item was painfully slow and long and basically they pushed the blame on DHL. Now they’re telling me they might not even refund me my money as I had submitted documents they needed LATE when in our communications they made no mention of any deadline whatsoever!!!

    So, SKY HIGH SHIPPING CHARGES, LOST ITEMS and NO REFUND!… thanks Borderlinx!…

  16. BORDERLINX is truly a FRAUD !!!
    They’re holding a few of my expensive items hostages in their warehouse until they make me pay some outrageous shipping fees.
    The fees they’re asking for are much higher than what they advertise on their website.
    I will file a Paypal fraud complain as soon as I receive my items.
    I’ll keep you posted…

  17. All of you that think you are getting ripped off, ask yourself if you can buy the goods locally cheaper, if you can’t then they’re offering a good service. I live in Hong Kong and I can buy stuff cheaper in the states and get it shipped thru borderlinx cheaper than I can buy it here retail in Hong Kong (and often the stuff is made if China, so work that one out!). Every time we buy something we are paying middlemen, but borderlinx have given me the option to buy stuff way way cheaper than I can from the shops here. Shipping costs are shipping costs, borderlinx are of course taking a cut, but they wouldn’t be in business otherwise. You can work it out before hand if you bother to find out what your buying, and if it doesn’t make sense don’t buy it.

    as an EG, I bought some stuff from amazon US recently, they want 90 $ to ship to HK or free shipping within US. so i shipped to Borderlinx who then charged 66$. So who is doing the ripping off exactly?

    I think it’s a great service and will continue to use it, BUT I’ll do my homework first.

  18. I used Borderlinx and although I had Fedex tracking and
    someone at Borderlinx signed for it they say it never arrived, I am
    out of pocket and Borderlinx will not reply to my emails, customer
    service is pretty crappy so beware, if they lose your stuff or one
    of the staff steal it your out of pocket.

  19. I am living in Oman. The same thing happened to me that happened to Joanne. I have used borderlinx twice. I usually use aramex and both times my packages never showed up even though the sender said they had arrived. Borderlinx has said they never arrived. Its back to aramex for me…I have never had this problem with aramex… their customer service stinks but i always get my packages.

    • Actually Aramex has improved their customer relation services over the past two years from careless to superior. I have to admit though i hate their annual rise of prices, i really love their dedication on twitter where they would follow on any problems ASAP. The Kuwaiti branch of Aramex’s Shop & Ship is a live example on that.

      • I am the latest victim of Borderlinx lousy customer service.

        I was requesting a copy of the customs-invoice they submitted to DHL, as the copy was not attached on the package.
        DHL at my point were requesting for me to get a copy of
        it so I can clear my goods from customs.

        I have always called their Call Center which is obviously a call center in India, a company called Kairotic B.P.O services, (sounds like Chaotic which exactly is the right description for that company). ALL THEY SAY IS ” We will see the best solution for this and we will email you back, Thank you for your patience” Patience after 5 days????

        Borderlinx I might say is a good company with a very lazy/lousy customer service.

  20. Oh by the way, Until now, I have not received that simple request, a copy of that invoice on my email… And my goods are awaiting clearance still… If only I can get to the the “real people at borderlinx” I will tell them how this Indian Call Center is ruining their image, and probably blocking the negative reviews about them..Very frustrating!

    Could someone alert the borderlinx HQ here, and Tell them relocate their Call Center away from India,..
    Philipinos/ Philippines are way better in customer care and speaks english way better, as I have encountered so many of them on several occassions

  21. Pingback: Feedback to Borderlinx « LunarDream

    • Dear DreamWorker

      The decision to buy such a large parcel , like a radio as mentioned in my post, is because its not offered here in the Middle East and North Africa region. I’m an avid Shortwave radio fan, and though such a radio would bring change to my life. Honestly, to tell the truth, I found it to faulty in it’s LAN board chip and to be repaired, it has to be re-sent! Imagine the cost? The same price for importing it!! Oh the misery!

  22. where’s the scam about Borderlinx? of course they need some profits. you use there address and there effort for you to get you item in US. it not that big. if you want go to us and buy you things. regarding customers service, its still ok. India has a low labor so they probably put their customer service their even if they put it in the Philippines if they cannot answer you question its all because they are limited to their answer. how will your items got lost? its DHL you can track it from time to time.

    ive use borderlinx a lot of times to Kuwait. and im very satisfied with it.

    sorry guys, if your not satisfied with it use other parcel service.

  23. ARAMEX Sucks!
    Fraud and deception is a prerequisite if you want to work for that company.
    They will try every trick in the book to coerce more money from you often blaming it on customs AFTER your item(s) has shipped.

  24. Yes, I agree they are a SCAM!!!
    Unfortunately, I used borderlinx service, I already had an account with myUS.com, but i wanted to try borderlinx because they offer free membership and the shipping costs calculator shows lesser prices than myUS, but after using borderlinx i found that they are scamming users and the service is very bad, the inbox of the received items lack valuable information and the weights!!!, there are very huge difference of the weight the seller is mentioning while shipping to borderlinx and the weight borderlinx is showing!!!!

    imagine for a memory card, it is 0.01 kg while shipped to borderlinx address but they were weighting it as 1.1 kg because they claim to use volumetric weight, the parcel where the item is coming from is giving this weight, WTF.
    more than 1KG weight because of this FKen packaging!!!

    Also, as Lunardream said, the customs is about 5 KD, but they charge me over 17 KD, they toke 12 KD as clearance fees, WTF!!!!!

    I will not deal with borderlinx and DHL agian, and we should start boycott them

  25. I just blasted borderlinx on their facebook website… but I bet it will get taken down asap…

    They charged me 500 british pounds for a 250 GBP hifi system…

  26. I try not to use Borderlinx again.
    Last I ship a total of 11.5 pounds goods from usa to singapore.
    The charge me total 11.5 kg instead of pounds.
    They admitted they had made a mistake but

    refuse to return the extra money they had charge me.

    W-T-F-

  27. Borderlinx is confirmed to be a scam. I ordered several items and to my horror they charge shipping for each item individually instead of as a single consolidated package. Comgateway charge for everything one time. Now my shipping cost is ten times as much. So next, I asked for a return and they say i need to pay them $35 just for UPS to pick up from borderlinx. I was like what?!
    Nevermind, I paid up and then they became silent. Payment made, items at their location suddenly lost and returns not made…
    Can someone tell me Borderlinx is not a scam….

  28. These are the facts. Ordered 8 pieces of clothing items (light wear) worth 90 pounds. Items delivered to Borderlinx and they said the weight was 8kg and including some crazy import tax calculation, wanted to charge me 210 pounds for shipping from UK to Thailand.

    I asked them to send the item back to the shop as the shop provides free returns. There’s even a free returns label provided. Just to return, Borderlinx would charge 20 pounds for ‘admin fee’. To send my items to another UK address (which would have been free had I sent it from shop to the UK address), it would cost 35 pounds.

    So basically, the company presents itself very well at the start, but they charge some exorbitant shipping fee. If you don’t want to ship, they charge you exorbitantly for returning to shop or to send within UK. You are left with little choice. I paid 35 pounds to send the clothes to my friend’s address. It took them 7 days to send the items, with numerous reminders from me. The weight stated on the DHL package when it arrived at my friend’s house was 0.5kg! How did 0.5kg become 8kg?

    So just be careful, nothing is transparent and they have you hostage once your items are in their hands. It’s actually quite a perfect scam. If you don’t pay up, they have your items for free to be auctioned off. If you don’t ship overseas, they still get a huge profit from sending your item from UK to UK. If you choose to ship overseas, you’re paying a crazy amount of money to do so.

    My advice: Avoid them like the plague!

  29. Borderlinx service and CS is out of this world. When I paid for the shipment, they take my payment and put my item back into my account! I had countless chats with the online CS and nothing…yes nothing was done or resolved. You call that customer service? They are useless and their service is nonsense. I wrote to Citibank to complain about Borderlinx crap service and rude people. Guess what, no reply! Way to go!

  30. My package was forwarded to borderlinx. Estimated weight was 1.5kg and thus estimated shipping was about 30 USD. When the package was delivered to borderlinx, the quote become ~160 USD because the volumetric weight was 15 kg. I was pretty upset when I saw this and had to contact them to see what was going on. When the conversation was started via email, I found borderlinx to be slow at replying (3+ days). If I went onto the borderlinx website and did the online chatting thing, I usually received an email back answering my queries the next working day. Borderlinx checked the volumetric weight and confirmed the price to be 160 USD. They offered to re-package my item this time (first business with them). I took them up on that offer. The price came down to 60 USD…still double what I expected but I payed anyway. I am thankful that borderlinx did this, but I think they need to be very clear in the estimated shipping calculator that you need BOTH the volume and weight of the package to get a realistic shipping cost. The shipping cost also included a fuel surcharge that was about 15 USD…something I hadn’t realised would be in the final cost. All in all, i accept responsibility for my oversight but urge borderlinx to be more clear/obvious about the shipping costs.

    If there’s one thing you can do…ask the seller of the product to package your product in the smallest box possible. This will reduce volumetric weight and hence your shipping cost. Ask the seller to provide you the dimensions and weight of the package too before you purchase so that you can estimate your shipping cost.

  31. I have been a Borderlinx customer from day one and I remember I was told about the volumetric weight upfront. I also had a problem with an unnecessarily large box used by the merchant. From then, I specifically tell the merchant to pack it nice and small. It has worked so far. Also, when I buy multiple items from Amazon, I do not use the fast shipping even though I can. Instead I use the free shipping, in which case, amazon makes sure that they put all items in one box :)

  32. Without a doubt Borderlinx is the “SCAM of the century”. Go with Amazon or some others. Borderlinx recently started charging “unknown” fees and they can be quite creative to come up with random charges in the bill

  33. guys i love this article and thx for saving me i was about to tr borderlinx , but can someone please tell me a good company? i tried only Aramex shop and ship and they charge me always hell of money for customs (Egypt) i usually purchase from amazon personal goods for myself and my kids.
    can anyone help?

    • Don’t forget that even in Kuwait, customs on goods and customs clearance papers processing are what you are paying to get these goods delivered straight to your home. The local customs is something out of control for those mail-forward services, though they are as greedy as the customs authorities.

  34. Today my total charges at borderlinx was $700.00 for shipping taxs and customs on a pair of boots I bought for $748.00……How can they ask for this much money! there is NO WAY to ship to Canada that is would cost 90% of the total amount paid! this is such a scam and hope somebody looks into this scamming delivery service.

  35. i just bought a teddy bear box from toys r us in usa and shipped it via borderlinx dhl and am waiting for it. and i got charged volumetric weight. its the norm now.

  36. Hi Guys! Thanks for this article about borderlinx, this is informative. I am planning to try borderlinx but since it is called SCAM. Then what would you suggest, is there any other website for shop and ship? I am from Saudi Arabia. Thanks!

  37. FOOD FOR THOUGHT:

    In short, shipping of a pair of insole can be bigger box than shipping for a pair of shoes. and they cant repack it due to safety. maybe the dog at DHL might chew on it?

    full transcript below:

    Please wait while we connect you to a customer service specialist. You are currently number 1 in Queue. Your expected wait time is 0 minutes and 2 seconds. While we connect you, please note that our UK warehouse has now moved to a new address. Ask the chat operator for details.
    Welcome! This is ‘Albert’. How may I help you today?
    Your Issue ID for this chat is LTK122160508221X
    Tecko Wong: Hi
    Albert: Welcome to Borderlinx. Thanks for your enquiry. Please allow me a moment while I read your query/question.
    Albert: Hello Tecko
    Tecko Wong: LTK122160492897X
    Tecko Wong: this is the reference code
    Tecko Wong: i THINK THIS IS TOTAL RUBBISH
    Tecko Wong: the email reply is as GOOD AS NO REPLY
    Tecko Wong: i seriously suspect if there is any work being done while waiting for the DAMN EMAIL TO REPLY
    Tecko Wong: With regards to your shipment #1Z602E89YN02918265, I would like to inform you that as per our hub’s update, the shipment is prohibited in the destination country and hence cannot be shipped to you. As for shipment #9613804935951751744361, our hub has checked the repacking possibilities and as per their update the shipment cannot be repacked as current packing is already optimum and we cannot further reduce the volume. We apologize for the inconvenience this may have caused you. This shipment is ready to be released. However, you could choose from the below options on how you would like to go ahead with prohibited shipment: 1. Forward to another US address (charge $20 admin + $15 shipping) 2. Return to vendor (charge $20 admin fee + $15 shipping). If you have prepaid label from merchant you will not be charged $15. 3. Dispose of the shipment (free of charge)
    Tecko Wong: #1Z602E89YN02918265, I would like to inform you that as per our hub’s update, the shipment is prohibited in the destination country and hence cannot be shipped to you. —
    Tecko Wong: SHOW ME THE CLAUSE THAT THIS ITEM IS PROHIBITED AND CANNOT BE SHIPPED
    Tecko Wong: shipment #9613804935951751744361, our hub has checked the repacking possibilities and as per their update the shipment cannot be repacked as current packing is already optimum and we cannot further reduce the volume.
    Tecko Wong: ARE U KIDDING WITH ME? THE ORIGINAL PACKAGING IS ONLY 1 INCH TALL AND THIS CANT BE REPACK? THE WHOLE INSOLE IS IN A BLISTER PACK
    Tecko Wong: I HAVE SINCE CHECKED WITH THE CUSTOMS SINGAPORE WEBSITE AND THERE IS NO RELEVANCE IN ANY ACCORDANCE TO THE ITEM BEING PROHIBBITED IN THE ABOVE MENTIONED ITEM
    Albert: Tecko, please note that All kind of jeweleries, including imitations or costume jeweleries are prohibited to Singapore.
    Tecko Wong: WHERE IS THAT STATED?
    Tecko Wong: SHOW ME THE DAMN LINK
    Albert: Hence your shipment #1Z602E89YN02918265 cannot be shipped under any circumstances.
    Albert: We apologize for the inconvenience this may have caused you.
    Tecko Wong: I ASKED FOR EVIDENCE THAT IT IS PROHIBITED
    Albert: For more information on prohibited goods please visit link. Borderlinx | Frequently Asked Questions | Prohibited items
    Tecko Wong: I DIDNT ASK U FOR A APOLOGY
    Tecko Wong: I AM AT THAT WEBPAGE NOW
    Tecko Wong: AND THERE IS NO REFERENCE AT ALL
    Albert: In above link please read the last para under “Import Restrictions”
    Albert: The para states:
    Tecko Wong: i have checked with the customs singapore
    Tecko Wong: there is no relevance to jewellery
    Albert: “The above list consists of products that cannot be shipped to any country. In addition, some countries have specific import restrictions which are not included. For information on import prohibitions and restrictions, please check with the Border Control authority for your country. Have a look at the World Customs Organisation web site to find your local customs office World Customs Organization
    Tecko Wong: and to top it off. it is an fashion accessory we are speaking of here now
    Tecko Wong: REGARDING REPACKING OF MY INSOLE… Timberland – Timberland PRO┬« High-Rebound Cushion Insole
    Tecko Wong: THIS IS THE PRODUCT PAGE
    Tecko Wong: AND THE PACKAGING CAN BE SHOWN HERE
    Tecko Wong: IN A BLISTER PACK
    Tecko Wong: HOW WOULD YOU EXPECT A INSOLE TO BE 5 INCH TALL
    Albert: Shipment #1Z602E89YN02918265 is a bracelet. Men’s Gunmetal Link Bracelet
    Tecko Wong: IT IS A FASHION ACCESSORY
    Tecko Wong: WHICH PRECIOUS METAL BRACELET COST YOU $30?
    Albert: Please note that any sort of Jewelry fake/real are prohibited in Singapore.
    Tecko Wong: I HAVE REPEATEDLY SAID IT IS NOT A JEWELLERY
    Albert: You could choose to return it to merchant or forward to a local USA address.
    Tecko Wong: HAVE I NOT ASKED YOU IN A CLEAR AND CONCISE MANNNER?
    Tecko Wong: THIS IS NOT A JEWELLERY
    Tecko Wong: THIS IS NOT A REAL / FAKE JEWELLERY
    Tecko Wong: THIS IS A FASHION ACCESSORY
    Albert: Tecko, Please wait while I transfer you to my Manager.
    Please wait while I transfer the chat to ‘Anne’.
    Welcome! This is ‘Anne’. How may I help you today?
    Your Issue ID for this chat is LTK122160508221X
    Tecko Wong: HI
    Anne: Hi Tecko
    Tecko Wong: Albert: Shipment #1Z602E89YN02918265 is a bracelet. Men’s Gunmetal Link Bracelet Tecko Wong: IT IS A FASHION ACCESSORY Tecko Wong: WHICH PRECIOUS METAL BRACELET COST YOU $30? Albert: Please note that any sort of Jewelry fake/real are prohibited in Singapore. Tecko Wong: I HAVE REPEATEDLY SAID IT IS NOT A JEWELLERY Albert: You could choose to return it to merchant or forward to a local USA address. Tecko Wong: HAVE I NOT ASKED YOU IN A CLEAR AND CONCISE MANNNER? Tecko Wong: THIS IS NOT A JEWELLERY Tecko Wong: THIS IS NOT A REAL / FAKE JEWELLERY Tecko Wong: THIS IS A FASHION ACCESSORY
    Anne: Please provide me with link where from you purchased this bracelet?
    Anne: I am aware of your correspondence history, so no need to mention.
    Tecko Wong: THANKS
    Tecko Wong: Amazon.com: Willis Judd New Four Element Gunmetal Titanium Magnetic Bracelet In Black Velvet Gift Box & Free Link Removal Tool: Willis Judd: Jewelry
    Anne: Thanks. The reason I asked you for the link so you could see under what category this bracelet has been listed.
    Anne: The department is Jewelry.
    Anne: Every product is classified for customs clearance and your bracelet is categorized as Jewlery.
    Anne: So there is no way we can ship this as all imitation or real jewelry is prohibited to Singapore.
    Tecko Wong: CAN I HAVE A REFERENCE TO THAT?
    Tecko Wong: THAT STATES JEWELRY IS PROHIBITED TO SINGAPORE?
    Anne: You may refer to Singapore Customs site.
    Anne: Or contact your local customs auhorities.
    Anne: We have provided the information to contact regional custom offices on our site.
    Tecko Wong: Singapore Trade Classification, Customs & Excise Duties 2012
    Tecko Wong: this is the customs SINGAPORE complete list of import ITEM
    Anne: It is virtually impossible to list every single product which is regionally restricted or prohibited to a country.
    Tecko Wong: i dont see jewelry
    Anne: Mr. Tecko, I have informed the information that we know as we have to abide by the custom rules. So there is no way it can be shipped.
    Tecko Wong: there is no custom rules that it cant be shipped
    Tecko Wong: so ship it. if the customs doesnt clear it. i will answer for it
    Tecko Wong: directly with the customs of singapore
    Anne: That is not how it works that you will answer. As a shipper we are legally responsible for what we have shipped. So we cannot ship this, I am afraid. As far Customs rules are concerned, we are better informed as its our daily task to deal with shipments.
    Anne: I can only suggest further that this item can either be returned, sent to another US address or disposed as you may deem fit.
    Tecko Wong: ok nvm about this shipment for a min
    Tecko Wong: what about my INSOLE
    Tecko Wong: you cant REPACK IT CAUSE IT IS A SHOE?
    Tecko Wong: OR YOU CANT REPACK IT AS THE INSOLE IS FRAGILE AND MIGHT GET DAMAGED OVER SHIPPING?
    Anne: Any shipment over 10x12x2 packaging cannot be repacked as we use only small DHL padded pouches to repack not a box or other wrapping material. On your request, we checked with ground staff and they have declared this shipment cannot be repacked.
    Anne: The discretion how and what items can be repacked is reserved with DHL ground staff.
    Anne: Either way you take it, I gave given you the specific reason for not confirming to your repackging request.
    Tecko Wong: it is only 1 inch tall
    Tecko Wong: the box is 5 inch tall
    Tecko Wong: the content is 1 inch!
    Anne: How do you expect us to stick shipping label on 1inch item?
    Anne: There are various practical situations that we have to face, its not that you will order a matchbox of 1inch and you will pay for 1x1x1 size.
    Tecko Wong: Product Dimensions: 13.7 x 5.5 x 1 inches;
    Anne: The merchant provided packaging to stick labels on it.
    Anne: We have used the same package for forwarding.
    Tecko Wong: I BELIEVE YOU CAN STICK A LABEL ON 13*5.5
    Anne: Had there been a scope of reducing or trimming, we would have done.
    Anne: Again, how a label is taken care and an item repacked is done without needing your involvement.
    Tecko Wong: 13*5.5*1 AND 13*5.5*5 IS 5 TIMES THE DIFFERENCE
    Anne: Ground staff is experience enough to asses this.
    Anne: There must have been reason why merchant used that big packaging to ensure safety of shipment.
    Anne: You have not physically seen the packaging, so assuming this can be done or that can be done.
    Anne: Ground staff has physical posession, so they know the best.
    Anne: We cannot challenege their decision on this.
    Tecko Wong: I ALLOW U TO DISREGARD THE SAFETY OF THE SHIPMENT
    Anne: Though, we already have checked it once on your request.
    Tecko Wong: ITS A INSOLE
    Tecko Wong: IT CAN BE BENT
    Anne: That option is not available to you.
    Tecko Wong: IT IS NOT FRAGILE
    Tecko Wong: i am not asking you to bent it . i am telling you . the safety of the shipment..
    Anne: I am sorry, Mr. Tecko, final decision is that your item cannot be repacked.
    Tecko Wong: have i have the email of your director of customer service?
    Anne: Safety is our utmost priority. Even if you give me on legal paper, then also we will not compromise on safety.
    Tecko Wong: safety of a insole..
    Anne: You can email who ever you wish to through cs@borderlinx.com
    Tecko Wong: i want the name
    Anne: Unfortunately, results will be same.
    Anne: Simply address is to CS Manager.
    Tecko Wong: dont presume me
    Tecko Wong: you are the manager
    Anne: Also keep in mind, while dealing with this case we are not going to extend the storage period.
    Tecko Wong: ?
    Anne: Indeed, I am the manager. You can take a copy of this chat and include it in your complaint if you want to.
    Tecko Wong: 2 out of 3 parcel has problem.
    Tecko Wong: what a service
    Anne: Director or CEO is not going to look into how insole can be repacked. We have proper defined repackaging guidelines to operate and we can make exceptions if feasible, not otherwise.
    Anne: In your case, we have already exhausted the exception option.
    Tecko Wong: true
    Tecko Wong: he is not supposed to look into HOW
    Tecko Wong: he is supposed to let the staff know that there is a HOW
    Tecko Wong: not to just reply with THERE IS NO OPTION
    Tecko Wong: THIS IS THE ONLY OPTION
    Tecko Wong: WE KNOW BEST
    Anne: Either way you interpret Mr. Tecko. You are the customer so I am not going to argue on your view points. But I can reiterate item will not be repacked.
    Anne: Let me know if there is anything else I can assist you with?
    Tecko Wong: Borderlinx provides a Repacking service, completely free. If an item can be repacked (see exceptions) and you haven’t opted out, it will be automatically. You do not need to request it via Customer services. We do not repack multiple packages into one box.
    Tecko Wong: THIS PARAGRAPH IS THEN RUBBISH ON YOUR WEBSITE
    Tecko Wong: THANKS FOR CONFIRMING THAT
    Tecko Wong: https://www.borderlinx.com/images/ma…epacking-2.png
    Anne: I am sure, once you receive the package in Singapore you wouldn’t think the same.
    Anne: I am aware what is stated on website.
    Anne: If i’ll show you the page to T&C, this discussion will be over the very minute.
    Anne: We are still deviting time to make you understand that we have done whatever we could to accept your request.
    Anne: But warehouse people cannot reduce the package size further.
    Tecko Wong: , the receipt dimensions were reduced to (15x12x3 inches),
    Tecko Wong: Anne: Any shipment over 10x12x2 packaging cannot be repacked as we use only small DHL padded pouches to repack not a box or other wrapping material. On your request, we checked with ground staff and they have declared this shipment cannot be repacked.
    Tecko Wong: HMM.
    Tecko Wong: HAS THERE BEEN A CHANGE OVER TIME?
    Anne: You have use the service only once in the past, this rule has been always in place.
    Anne: We do revise conditions time to time based on customer feedback.
    Tecko Wong: Receipt from Kent Water Sport was shipped to the warehouse in a box 16.5×20.5×5 inches, representing a volumetric weight of 13lbs. After repack, the receipt dimensions were reduced to (15x12x3 inches), representing a volumetric weight of 4lbs. Saving to the customer was 9lbs. in shipping weight.
    Tecko Wong: I AM REFERING TO THE CASE STUDY ON YOUR WEBSITE
    Tecko Wong: OR IS THE WEBSITE OUTDATED?
    Anne: Trimming and repackaging is different.
    Tecko Wong: AND INACCURATE AS WE SPEAK
    Anne: If a package material is such that it can be trimmed from corners, then it is done.
    Anne: Not for every single case.
    Anne: Repackaging on other hand is done in small DHL yellow padded envelopes by removing original packaging.
    Tecko Wong: After repack, the receipt dimensions were reduced to (15x12x3 inches), representing a volumetric weight of 4lbs.
    Tecko Wong: repack ..
    Tecko Wong: AFTER REPACK ..
    Anne: We cannot compromise the safely of shipments in trimming/repacking.
    Tecko Wong: YES I AM TELLING U THAT IS AN INSOLE
    Tecko Wong: IT IS SAFE AS LONG YOU DONT THROW IT INTO A FIRE
    Anne: Well, Mr. Tecko I have given you your options. As far information on website is related, we will send it to concerned team if it needs any update as we always value customer feedback whether or not you are happy.
    Anne: But as of now, this shipment cannot be repacked.
    Tecko Wong: SO YOU WONT PUT UP A RE-REQUEST
    Tecko Wong: AM I RIGHT TO SAY?
    Anne: We have already requested and the decision is final and binding. There is no question of re-request.
    Anne: Is there anything else I may assist you with today?
    Tecko Wong: UNFORTUNATELY
    Tecko Wong: THIS IS THE FIRST TIME I HAVE SEEN A PACKAGE OF A INSOLE
    Tecko Wong: WHICH CAN BE BIGGER THAN THAT OF A SHOE
    Tecko Wong: IN OTHER WORDS. PACKAGING OF A WHEEL BIGGER THAN THAT OF A CAR
    Tecko Wong: I MUST BE LIVING IN A DIFFERENT WORLD OF YRS
    Anne: You can ask the merchant to keep the packaging small as you intend to export. Packaging size does not matter in ground shipping as it does in Air.
    Tecko Wong: AKA I AM ASKING THE RESHIPPING AGENT TO REPACK FOR ME INTO A SMALLER PACKAGING
    Anne: We are not responsible if your merchant repacked it into an oversized package. We can only act on repackaging within our operating procedures.
    Anne: As I mentioned few times already, we have checked it already.
    Tecko Wong: I AM INCLINED TO BELIEVE THAT YOUR OPERATION PROCEDURES READS : DONT REPACK ANYTHING
    Anne: A 2nd, 3rd 4th request is going to make no difference.
    Tecko Wong: OR DOES IT READ : DONT ACT UPON ANYTHING
    Anne: Well Mr. Techo as I have already informed you what has happened and your likely future options, I have nothing further to add to this conversation.
    Anne: So I will be closing this chat session or can transfer you back to an agent if you have other questions apart from these two requests.
    Tecko Wong: WELL
    Tecko Wong: YOUR INTELLECT AMAZE ME
    Tecko Wong: I AM SO PUTTING THIS ON FACEBOOK
    Anne: Fair enough. We will respond to all posts.
    Anne: I believe there are no further questions and your queries have been answered. So I will be bring this chat session to an end.
    Anne: Bye
    Chat session has been terminated by the site operator

    • dear tecko wong, i went thru the whole chat. it was a sad incident. not entirely your fault. but as a precaution you could have checked if borderlinx would have shipped your item before you purchased it. i agree that’s not something you should be doing because it’s not your job to do that. but maybe it would have helped.

      i used borderlinx to buy some stuff from toysrus, a teddy bear and some tapefetti, fancy decorative tape. i had it shipped with no repackaging and no troubles. but i undestand insoles for shoes are not jewellery.

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