"This is a complaint for borders.com, not their store:

I placed on order on Dec 16th for intended Christmas gifts using a coupon from Bill Me Later. Not only were these items to ship with in 24 hrs I was "Guaranteed delivery by Christmas"! Well fast forward to now to almost 6 weeks later and they never came! I would say "shipped" but according to the copy-and-paste emails I get - it could have shipped or is being prepared to ship. Oh and they were pre-orders (released in March 2010 of course). I had also called Borders and they said it would be cancelled and the next day the pending charge was removed from account. However according to Borders emails this is not over and the items are still coming “within 24hrs” (for two weeks now). So when that day happens don’t get behind me in line because at this point my time to drive to the store, stand in line and not get my $5.00 back for shipping is ludicrous. They should be ashamed that in this day and age they inconvenience their customers with an easily fixable glitch in their on-line order system. "

"I regret purchasing a gift card from Borders.com. Their website does not encrypt transactions for gift card purchases which is handled by a third party company called Cardways. Credit card information sent to Cardways via Borders website is in plain text. This could not make it any easier for identity thiefs. I should have been more careful but I held Borders to the same standard as Amazon.com. It seems not every online store uses encryption. BUYER BEWARE. AVOID COMPROMISING YOUR PERSONAL INFO ON BORDERS.COM AND ITS AFFILIATE CARDWAYS.COM."

"I am another person disgusted with Borders.com. I placed an order on Dec 5 and was to receive it in 3 - 8 business days. After day 12 I started contacting them by phone and by e-mail repeatedly. No responses on the e-mails and the phone help keeps blaming the shipper. It is now Dec 26 and the book I bought for Christmas has never arrived, nor can I get any help from Borders. I will never order from them again!"

"Borders allowed me to return my purchase in exchange for another product very easily. I had ordered 20 days prior to requesting a return, and this was not a problem. The customer service agents were kind and helpful. I will return to use them again."

"I ordered two books on august 17 and it said it shipped them on the 18th which is good, but only one arrived and it is now september 11th which is about a month later. they said it would take two weeks maximum, which i don't care waiting. But shipping two my house usually takes between 3 days to a week. "

"I will NEVER order from Borders.com again!! I ordered three books on December 14th, all three of which were listed as available and 'usually ship in 24hrs'. I chose the standard shipping option which guaranteed delivery by December 24th on orders placed by Dec 16th for items that 'ship in 24hrs'. I received one of the three books on December 20th. I phoned Borders.com customer service on Dec 19th to ask why the Tracking info for the other two books estimated a delivery of December 29. I was told not to worry and that they have to "say that to cover all possibilities' but that they would certainly arrive by Dec 24th. When the books did not arrive on December 23rd and the tracking info now said Dec 29th, I contacted customer service again and was told that the books would not arrive before Christmas and that they are sorry but it is the fault of their carrier and there was nothing they could do about it. Even though they GUARANTEE delivery by Dec 24th, they do not actually deliver as promised (it is now December 29th and I still have not received these books and now the tracking estimate is Dec 30th). It is so annoying to order Christmas presents that cannot be given because they failed to arrive on time. The customer service representative had the audacity to suggest that I order from Amazon.com on Dec 23rd and choose the one-day shipping option (which would have cost $18 by the way). If Borders.com were honorable, they would have offered to pay for the one-day shipping from Amazon but when I asked if there was any way I could be compensated for this inconvenience, they said there was nothing they could do and that I could return the items if I wished. I would not recommend ordering from Borders.com - they are unreliable and not helpful."

"Canceled an order on some dvd box sets I ordered 2 days later due to them being "unexpectedly unavailable" although they were listed as in stock when I bought them. Also said I wasn't charged for the items but my online bank statement says otherwise. So now I have to deal with that also. Think twice before making a run to this Borders. "

"Borders does not honor its confirmed orders. I bought a DVD set at a good price, got the order confirmed and then got an order cancellation the next day from Borders. Customer service just said, "Sorry, it was the computer" and refused to make it right.
Don't buy from them unless you like being disappointed."

"I'm surprised there aren't that many reviews.

I ordered from Borders.com and applied a 30% off coupon with free shipping to store. Saved a couple of bucks on shipping. There was also a 80% coupon floating around the other day, and they even fulfilled a few of those orders. Overall, pretty good. Prices are a little on the high side (before the coupon)."