Chapters Indigo Reviews 326

My husband ordered and paid for a hard to find Christmas gift for our son. We were emailed a confirmation of the order, with an order number and expected delivery date. When the item didn't arrive on time, I checked the status and it was still listed as "waiting to ship." After a chat with their online CS bot, I was told a human CS rep would get back to me via email within two days. No response from Indigo whatsoever, and still no change in the status of the order, aside from the fact that now there is NO DELIVERY DATE listed. When I search the item on their website now, it is listed as out of stock in store and online. Absolutely ridiculous.

So bad experience… I ordered a toy as a present for my child’s birthday. It’s $70+, but they had good sale on it. After 1 week it was not even shipped (it was promised to be delivered in 1 week). And I had to reach them out by myself to figure out will I receive my order soon or not. It’s not that easy to reach them out on phone, it took more than 25-30 min to wait for customer service agent. The agent said that they can or investigate the case or refund the money. But I needed it as a present for birthday! I chosen an investigation and within 15 min I received an email that item is out of stock. But it’s not true. The website is showing that item is available in the stores but for regular price. What is it: disinformation, bad service or?And after 10 days of waiting I didn’t receive the item and they didn’t refund the money. And to get my refund again it’s me, who should contact them spending 1 hour of my time. PLEASE, don’t believe this company, their promotion. EXTREMELY BAD SERVICE,
NEVER AGAIN

I had purchases two separate orders from the Black Friday sales. When neither order had been received by the expected date I went to the pickup store to inquire. I was told the order was in progress but I wasn’t able to track it. A few days after I followed up again and was told that the order was placed and it was simply delayed. I tried the virtual assistant with no help and it sent me to a live chat member who notified me one of the toys I had purchased was not available in stock and would I like to cancel my order. It did not answer when I asked if I was ever going to be notified that the items was out of stock. I will not be ordering online from Indigo ever again. Buyers beware.

I am Canadian and would love to be able to buy my books from a Canadian company rather than Amazon. However, the latter is so efficient but Chapters Indigo is not. The "virtual assistant" never seems to answer my specific questions. I was trying to get an invoice for a book that I had ordered and was shipped to my local Coles here in Toronto. For me it is a tax deductable expense. No packing slip and no invoice. I went to my Chapters Indigo account, found it but it did not have any details of my previous purchases. Was this because I had changed my password? It shouldn't be that all my details have been wiped clean. So, to resolve my problem, I phoned customer service: 20 minutes yesterday listening to irritating musical jingles and 30 minutes today. Finally a Chapters representative responded and the issue was resolved.
I would thought that the CEO, Heather Reisman, would want to know about how daily transactions are conducted or not, as the case may be, but there seems to be no way to contact her office.
I am still steaming and angry at the time I have spent on a simple request

Never have I EVER been treated so badly by a company. Had a delivery today to my store and the box smelled so strongly of weed. I am sure the driver was smoking in his vehicle. I was embarrassed to have the parcel in my store as I'm sure my customers thought it was me smoking. I opened the box (which contained gifts for this weekend for visiting family) and the items inside also smelled. One of the books was to be for my sister who is very allergic to smoke, one of the other items (a camera) is for a little girl. I can't give this item to a little girl with it smelling like this. Called customer service and in a condescending manner was told by the rep "well you can put it in a window and the smell would go away". In what world is it okay to talk to someone like that AND that it's okay to deliver a parcel smelling like that. Was then told to call the company that delivered the parcel. I told him I purchased from Indigo and it's up to Indigo to deal with the situation. After much back and forth was put through to a Supervisor (I am now over an hour into this call), he agreed this was unacceptable and he said that he would ship out another order. Problem is they can't guarantee it's arrival for the weekend. They then offered my $5.00!!! are you kidding me. After much back and forth he said to me "You know it's legal to smoke weed in Canada" again - this is now making me angry. I told him we weren't getting anywhere to please give me a case # and I will take this where I will get results. He then said to me that the next delivery for the replacement might not be the same driver and then started laughing. I told him I'm so glad he finds this amusing and I want a case # now and a phone number. He then hung up on me - 1.5 hours wasted with no resolution. I will be cancelling my rewards program and will most likely never step foot in Indigo again. I run a retail store and would never treat a customer this way

BUYER BEWARE!!!!!!!!! I purchased Pokemon at the South Side Edmonton location. We found the exact same pokemon sets at Walmart this week for 40% off. We purchased $150.00 for two box sets and Chapters and when I went to return them I was told no returns on Pokemon. No signs that say final sale and not told when purchases. Told to go online and see the list of non refundable items. This is not right. I had no idea I was purchasing something that was non returnable. We are all trying to survive financially at this time and this Giant Box store is ripping hard working Canadians off. Would not price match and told by manager that it was my problem and not theirs.

bought a CD and LP on October 22, it’s November 13th and the order still hasn’t been shipped and they told me the order could not be canceled because it’s been processing. Called twice and emailed four times, they told me to wait…..so mad never order from them again.

I was overcharged on my credit card by MORE than $100. I have contacted customer service for this issue to be resolved, and spoke every time with someone who had NO idea how to fix or deal with the issue. Everyone gave me a different excuse- billing issues,"breech"? In their system, escalation as they weren't sure how to deal with it. Various replies included- you will be contacted by a supervisor within 24 hours/the issue will be resolved on your credit card within 2-3 business days. It has now been A WEEK. I received an email 3 days ago, the email assured me that the money would be back in my account within 2-3 business days. That brings us to today. They money WAS NOT back in my account. So, today I called them again for the 5th time, very irate. I demanded to speak to a supervisor. Apparently they DON'T have supervisors available to talk to customers. She assured me one would contact me within the next few hours. Instead of getting that phone call that I was PROMISED, I received ANOTHER email. This email said that there was an issue with their system, but that the money this time will be back in my account within 5-7 business days. Now, we are looking at a full other week of dealing with this issue, with no absolute promise or guarantee I am going to get my money back, and I feel like I have been robbed by what I expected and thought was a very reputable company. I feel like NEVER doing business with them again, and I wanted to make sure EVERYONE was made aware of how they prioritize and value their customers.

Ridiculous experience. Delivery never came. Delayed response. I waited for a delayed shipment for over 14 days just for one book, and I still don't know if they have actually delivered it. I need this book for school, so it's very disappointing that I never received it. Their online customer service is quite frustrating. They apologize but don't do much to solve your issue or to make it a better experience. The chat anytime service means you are talking to a robot who can't really solve your problem. The human expert did not reach out as promised on the automated email until I had to write another email to request assistance. They ordered a replacement for me, but the order number was not trackable. They should have expedited the replacement order when the first one is lost. Nope, waited for another 7 days and still waiting for the package. Will not purchase from Indigo online again. Amazon is miles ahead.

I don't know how this company still exists. Everything is quite pricey and when you find a small cost item (i.e. to make up shipping cost for "free" delivery), they make you buy 2 or 3 of these same items to qualify the purchase! The discount price was the regular price on amazon.ca too.

Everything woke turns to sh!t and thats the case here!!! You cant back segregation and discrimination and get away with it!!! You people are sick and twisted!!!

This store has refused to carry any book about politics in Canada unless it is woke liberal rubbish. Huge pass! If you can’t carry what I want to read you can do without my business. This goes for your other merchandise as well.

Very disappointed to hear you will not sell books about the freedom convoy. Diversity of Canadian views is an important part of our culture. By you suppressing the views of a large portion of Canadians for political reasons makes you a part of the problem today. Book banning was always considered wrong. It does not go against your rules to publish these books unless you are listening to the government funded MSM on who was involved. Maybe read the book before you decide not to sell it. I'm sure the media and governments lies about it being a white supremacists movement has made it's way to your boardrooms. I suggest you rethink your decision or I will be lost as a customer. I always visit the Lakeshore Ontario store when I go to the theater next door. I always find something I like. I will now however refrain from supporting your company.

Bad Website/store/ Company.

Books arrive late and Damaged. They wanted me ship back at my cost??????
Also, they refuse to sell some books they dont like. So they're a censure.
They wont sell the book about the Freedom Convoy Movement in Canada and worldwide...
But Obamas book is there....

I am so disappointed with Indigo anymore. I pay for their membership so I can get better prices on books because I order a lot. They keep sending books without any packaging and then they become damaged. I am tired of the run around, having to go to the store or post office to return them. I can keep them with their ripped pages and damaged dust jackets for a good ol' 20% discount according to customer service. When you're paying top dollar for a brand new book in hardcover format, you expect they'll be in good condition. I'm not ordering from them anymore. I'll switch to Amazon. They're not worth the hassle.

I'm a pretty big fan of Indigo. They've started to put it in many malls and popular busy areas so I've gotten the chance to visit the store more. Although their main product is books, I love going there to shop for miscellaneous stuff, and all different kinds of accessories. They have vinyl's/ records there a lot, humidifiers, bags, journals, and so much more. They always get me to spend money when I pass by lol

Fabulous customer service from Dee and Dwayne. Thank you so much for all of your help!

Unique items, good prices terrible service. Regardless of a unique item and good deal. I will never order from here again.

Inaccurate items sent from website, they make return process very difficult

Bought an art book some months ago, the book is amazing and it was a great deal, more than 50% off, I think the store has incredible steals sometimes but the delivery time and customer service is awful, it took more than 3 months to receive my parcel, it was supposed to arrive within 3 weeks so... better purchase without hurry.