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.