Chapters Indigo Reviews 

Dec 4 made an order 20 days later no update, no delivery, lost in transit, robotic customer service, terrible chat, HORRIBLE workflow and it's 2023?

Operations / IT need to get fired from Indigo.

Indigo has FAILED its consumers on the order fulfillment experience.

FAILED as an e-commerce site.

FAILED with its 20% coupon code to buy again. Are you serious?

UPDATE: They managed to make things right . The product was not released yet but the rep did not catch that. Received some discount and credits and bought what I desired and go it smoothly

Ordered items in November and still mid December nothing has happened, website failure, customer service has done nothing to fix anything
Now looking elsewhere to replace these 24 items before Christmas!!! Booo indigo

The worst online shopping experience! Had a full shopping cart, then wasn't able to proceed, or delete items. Same issue whether I accessed via laptop, or mobile app. What a waste of time. Chat function was also useless. Couldn't even find an email address for customer service.

This store… Chapters indigo in the Windsor Ontario area is definitely going down the tubes. They do not have enough staff hired for the holiday season. There are no staff on the floor to help as they are too busy getting customer online orders. There are not enough staff at the cash to take your purchase. You will not be able to find anyone in the store to help you. When you call… Don’t be surprised if a customer picks up the phone and says I’m sorry I don’t work here but this phone keeps ringing and I can’t find anyone on the floor, so try again later Click Not to mention that before the store closes, they decide to leave an automated message on their phone saying we’re sorry our store is now closed, please call during regular business times. Even when I called online customer service and they tried to get through… They got the same message. Employees that work there will tell you that they are overworked and Chapters will not hire enough people to cover enough positions in the store to provide good customer service. Don’t be surprised if you have to wait an hour or more to get through online. Shame on you chapters… After Covid and the computer hack, you have totally gone down the tubes. I ordered the same products online at Amazon for less money and was quite happy to eventually do so. Shame on you chapters, shame shame shame. It’s all about the money and not the customer anymore.

I will not be ordering from Indigo online ever again.one book delivered other has not and I can’t get an explanation from the Bot online and can’t get through on the telephone.So frustrating, So many better ways to purchase books.

Terrible customer service. They do nothing to make customers happy even when the terrible delivery service they use don't deliver the package.

They can help by shipping their products in a timely manner. Item was ordered on October 26th with an estimated delivery date of November 1st. I checked today, November 6th, and it was still awaiting shipping. Cancelled the order and ordered from Amazon, and it should be here in two days.

Had the books I wanted. Amazon didn't have in stock and I wanted a physical copy.
Shipping was faster than expected and prices were the same as elsewhere.

On the website there’s a big spiel about inclusion. But not for older people. Treated like a nuisance and an idiot. Couldn’t find the reading glasses at the Rideau centre. Stood in line to ask. Clerk sucked his teeth. There right there behind the purses. Meanwhile laughing and chatting up young people. It happens all the time. You know when you’re being looked down upon.

First off, their digital assistant is useless. It's next to impossible to get to a chat agent. It asks for more details of your issue and then just sits there and doesn't do anything. SOMETIMES I have luck working around the assitant by choosing a category that has nothing to do with my issue.
The second thing I'm struggling with is that when I did manage to talk to a human, I needed to cancel a pickup order and they said I would have my giftcard reissued within about 30 minutes of the cancellation having been complete by the agent. This has not shown up, adn the order has not been cancelled. Now I have to waste my time going to the store anyway and talking to someone in store because the digital assistant is THAT useless and I cannot connect to another human to inquire about this. It's just utterly baffling.

No stars… I’m dumbfounded that you can’t order a book while in the store from a store representative. I was directed to use the app or webpage instead of doing it conveniently with someone in the store. That’s a really negative experience I had and I’m done with that store. computers used to search for inventory are all ripped apart and out of service as well.Why the hell would I even bother to come in to the store from now on if I know I one is going to attempt to earn my business.

The entry to the store has a bunch of Knick knacks and decorations everywhere that seems to cater to women exclusively while the book end of things was pathetic. Mosaic books has a much larger selection in a more efficient layout that’s about the 8th of the size of this steaming pile.

Really poor customer service - the customer service agents answering the phone are totally clueless - they have no idea what they're doing. They just put you on hold every few seconds saying they "need to check the system". What they're hoping for is that you just hang up. I don't understand this. This is the worse customer service I've ever encountered from a retailer. The chat bot is also totally useless.

Not sure what happened to Indigo, but the company is not what it once was. I’ve been a paying Plum member for over a decade and I’ve spent at least $10k with the company, probably a lot more. I cannot get a real person. The chat feature is poorly calibrated and inefficient. I reached out weeks ago regarding missing, damaged and poorly packaged items (totalling hundreds) and have not heard back.

UPDATE: I did eventually hear back and they made it right. But it took weeks and they had to refund me as the product was not available. If I’d known this would be the case, I would have re-ordered myself as it was in stock when my items came the month before they finally replied.

As a Plum Plus member with Indigo for the past 6 years, I have never experienced such a frustrating and disappointing customer support interaction with any brand. It is truly bewildering how customer support could respond in this manner. I have been a loyal customer, having spent nearly 800 CAD at Indigo. However, after exactly 40 days of making my purchases, I discovered that all the items I had bought were now on a 70% discount. As a regular Indigo shopper, this came as a shock to me.

I reached out to customer support and provided evidence, including dates and prices, to support my case. However, the customer support representative, named Latesha, responded with an auto-generated email, simply stating, "Sorry for the inconvenience. We cannot price adjust or return items as it has been more than 30 days." This response left me utterly disappointed and frustrated.

I must ask, why did the prices suddenly drop by 70%? This is the first time I have experienced such a significant price reduction, and it left me feeling cheated as a loyal customer. The lack of a meaningful response and the reliance on automated emails is disheartening. Indigo, this is a shame, and I will make it a point to ensure that none of my friends or family continue to shop with your brand. It appears that, after the cyber attack, your systems and customer support have suffered, and you are losing customers day by day.
This is not the way a brand should value its customers. Indigo's customer satisfaction seems to be at an all-time low. Shame on you, Indigo.

Don’t understand, I get an email within 2 days from the two purchases that’s says items are ‘ ON ITS WAY!’ The tracking number the email provided doesn’t exist on the courier website. My account on Indigo says items not shipped! Did you just fabricated the order and kept my funds? That’s criminal. The automated HELP desk doesn’t help at all.
This happened in Nov 2022, your explanation was cyber attack, my order was never filled after a month of waiting. What is their excuse now??? It has been over a week of no response to problem, all I get is the run around!

Because their agents are busy. Every 5 minutes i have to keep telling bot that I am here and don’t throw me out of queue.

This is the second day now that Ive tried to order books from indigo online. And twice theyve told me: "Sorry, we are unable to retrieve the fulfillment details for your cart at this time." Why?
Ten years ago, same thing! Seriously, DO THEY WANT MY MONEY??

Indigo’s service was so bad it has inspired me to make my first ever negative review of a company. Items, despite being listed “in stock”, are seriously delayed in shipping. Communication with the company is near impossible (waited 40 minutes on hold to speak to a human) as their chat line was unproductive. When doing a “pick up in store”, I was not notified when my item was available and by chance I phoned the store, who said they were shipping it back because I hadn’t picked up. One obstacle/disappointment after another with this company.

I’ve had no problems with receiving items and returns at Indigo and chose them to support a Canadian business. But now I’ve decided to take my business to Amazon as their new website is HORRIBLE. My wish list had about 30 items on it and when they changed their website I lost my wish list. Then they sent me a list of items that had been on my list but many items were missing. Can’t find some items and books that were previously on my list Plus I live in Ontario and have set my store as the local one close to me and everytime I open the app it shows a store in Montreal. Also even though I never sign out of the app, I have to log in every time. Never had these problems with the previous website!

The customers service is awful as hell, they don't care at all about the problem and it's so long and frustrating. And once I was charged twice for a book that is expensive what is this???