Do not ever order an eBook online from Borders. On Dec. 6 I ordered and paid for a book that their web site said was an eBook. After I paid, when I clicked on the download link I got an error message saying the book was not available for download. I called Borders on the phone and they said it wasn't available for download and they would refund my money.
Three weeks later, still no refund. I emailed customer service, and they said they checked and would process the refund. Another four weeks and no refund. I go back and forth several times via email with customer service and they finally said I had to call the customer service phone number about the refund, IN SPITE OF THE FACT THAT IT WAS THE TELEPHONE CUSTOMER SERVICE THAT I CONTACTED IN THE FIRST PLACE!
I emailed back that I wasn't going to call customer service and start all over again and I expected them to process this very simple refund request. I then get another email saying that "We're sorry, but eBooks cannot be returned or refunded once purchased."
Can you even believe this? I WAS NEVER ABLE TO DOWNLOAD IT IN THE FIRST PLACE! And now they say I can't have a refund for something I paid for but never received.
So I finally broke down and called the customer service telephone number. After being put on hold for several minutes while the rep "researched this problem", he came back and said he was referring this to a higher department and they would be calling me in 48 to 72 hours about my refund.
All this for a paltry $32 book. My guess is their goal is to simply wear customers down who request a valid refund and they have no intention of refunding my money.
No wonder they are in trouble financially. You may all rest assured that I will never buy from Borders again, either online or in a store. Their unbelievably bad customer service has cost them my business, plus the business of as many friends, neighbors and relatives that I can personally manage.
I'm also registering a complaint with the Better Business Bureau, and the Federal Trade Commission, since this in an interstate commerce transaction. I intend to cause as much negative publicity for Borders as I can. Yes, it's only $32 but it's the principle of the thing now. I don't get mad... I get even.
My advice to everyone is to stick with Amazon. Great customer service and I've never had a problem with them. Stay away from Borders at all costs - in my opinion they are a dishonest and unethical company.
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