A while ago I wrote a post about Borderlinx, the shipper we use to get mail order things from the UK or the USA to Doha. Until last week everything went relatively well, and most everything arrived within a six or seven days of being purchased.
But Borderlinx moved their UK warehouse from MIlton Keynes to Daventry, and things seems to have gone wrong. It took over four days for good received in the warehouse to be recorded as arrived. It has now taken another four working days and they have yet to be shipped.
It is good to see they are monitoring social media and are responsing to questions. I also had an email telling me it would be fixed as soon as possible but not when. So I headed to their ‘online chat’.
I ‘chatted’ with Hassan for over 30 minutes…
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 ‘Hassan’. How may I help you today?
Your Issue ID for this chat is LTK122160122594X
Ian: Hi Hassan
Hassan: Welcome to Borderlinx. Thanks for your enquiry. Please allow me a moment while I read your query/question.
Ian: are you still there?
(long wait… )
Hassan: Please allow me a moment while I check that for you.
Hassan: Yes, as I can see some shipments could not be sent as yet due to a technical error. We are truly sorry for that. It will take 2 more days to fix the issue.
Hassan: We will will send you shipments to you.
Ian: I don’t understand what you mean by a technical error
Ian: If it is 2 more days to fix, when will the items be shipped?
Ian: The ‘contact lenses’ in the shipment are items urgently required
Hassan: As you already know that we have changed our warehouse and it moved to a new address recently it took us time to make the full arrangements to ship out the packages.
Hassan: We hope you would cooperate in the issue.
IAn: But please tell me when they will be shipped, not when the problem will be fixed!
Ian: Is there any reduction in the cost? Will there be expedited fast shipping?
Ian: I am being patient, but these sort of logistics should have been sorted before the move to a new facility
Ian: Also if I was told that there were going to be delays due to the new warehouse, I would have chosen an alternative shipper… which I may well do from now on
Hassan: Your shipments will be dispatched within 2 more days.
Ian: and fast delivery?
Hassan: We sincerely apologize for the delay.
Hassan: We are truly sorry for the inconvenience this matter might have caused
Ian: OK… sorry if I have been cross with you… I know it’s not your fault. I will just have to wait. I guess as you haven’t answered the questions about discount and fast shipping that neither are being offered?
Hassan: I am sorry as we do not have any discount currently we can not provide one. Our marketing team sends it directly to the customers if there are discounts. There will not be any more delay.
Hassan: You items will be shipped out within 2 more days.
Ian: OK… have a good day… I will wait for the tracking information to be posted…
Ian: Bye Hassan and thanks for your time
Hassan: You are most welcome
Hassan: Is there anything else I may assist you with today?
I really hate the way all call centres ask this final question as if there was a whole list of other questions I’d been holding back.
But while Hassan and I were finishing our chat my phone pinged. I signed off with Hassan and looked at the phone. A twitter reply from Borderlinx.
Watch this space for updates…
PS… I now have a DHL tracking number