Chapters Indigo Reviews 

They love to cancel orders without notifying the buyer. It’s irritating and a waste of time ordering from that site especially as an international customer.

They had the worst leg space and worst seats, even on the new plane they have, they always make us pay extra hidden fees for nothing and are sketchy like ever other low cost airline, fly Air India instead as they have free meals and better seats

I tried to order a book for in store pick up, but eventually gave up. My experience mirrors those of other reviewers here, so I’ll spare you the details. Since I was using a gift card, I dropped into one of their stores to see if I could find something else. The place had the vibe of a store going out of business. The book selection was slim pickings, and more space is now taken up by what looks like stuff left behind by a Bed Bath and Beyond that closed ten years ago.

The staff has as much knowledge of books as I have of nuclear physics, none. They seem embarrassed to sell books. Perfunctory, rude service at online order pickup. The space allotted to books -- the original reason for the company -- is dwindling. Why does Indigo not just give up?

I placed 2 online orders with them in the last month and my experience with both orders was horrendous.

My first order was placed in early June and was for textbooks that I needed for a course starting in July. Their website noted that the items will be shipped within 1-3 weeks - it has been over a month and the books have yet to be shipped. Needless to say I did not get them in time for my course.

My second order was for a pre-order item and I elected to pick up the item in store. Their system notified me that my item was available for pickup but when I got to the store their staff refused to give me the item because it had not been released. Wasted an hour of my life driving to the store and coming back empty handed.

I have been a loyal customer of Chapters/Indigo since the 1990s. Even as the business model shifted to online I often choose them over Amazon to support Canadian business. After this experience I will not buy from them again.

I purchased a victrola turntable for my granddaughter. It did not work and never did work. Indigo would not issue a credit because it had been over 30 days. Indigo said to go to the Distributor. VICTROLA did not respond. Don’t buy from Indigo, and don’t buy a Victrola turntable. You might as well rip your money up.

No customer service in store or on phone. Online ordering has limitations - where do I put my PLUM PLUS discount number? I no longer have a PLUM card & use my phone number in store.Kiosks did not work last week when trying to find a book that was somewhere in store.
When PLUM card expires, I will not be renewing.
Great service in the independent book stores in town.

I've finally had enough of their bad service and felt the need to write this review. Being the only major book store retailer in Canada has made it hard for me to look else where for books but I've have so many bad experiences both with their website and their customer support team. To start off, I would be very careful when checking out to always make sure you are getting any discounts correctly. Most recently during their Buy More Save More sale, my order was charged the completely wrong amount. I was to save 25% off my order when I purchased more than $75. The fine print and sale details did not state anything about items already on sale. When I added a sale item to my cart, it did not subtract 25% off the lowest price. I thought that maybe it would be 25% off the original price. But when I did the calculation it was neither. I reached out to support and they confirmed it should be on the lowest price and they ended up giving me a price adjustment refund. I'm just thinking about everyone who didn't thoroughly check and just cashed out. They never fixed the issue and it was the same throughout the length of the sale.

On to today's issue - it's a hit or miss if pre-order books actually arrive on or before their release date. I've pre-ordered 3 books, one set to ship in June, one for August, and one for September. The book is supposed to release on June 14th, however I see that you're able to order it today and pick it up within 2 hours, yet my pre-order hasn't shipped and probably won't arrive until after June 14th. I wrote into support to see what was happening and received this response:

"I am seeing that one of the pre-order books is suposed to be delivered in August and the other one is in September. Therefore yes you will receive those books when it is time for delivery."

.... Now what about the book in June that I specfically asked about????

I ordered several books back in late March and they were delayed, so I waited for a while for a update and once again, delayed. Ultimately waited several more weeks and delayed again until finally, Cancelled. When I ordered Non-book Items they arrived however when it comes to books, they won't arrive.

I've had successes and misses with online shopping at indigo. I've had items (books, baby items) arrive within the timeline advertised. I've had a book cancelled. I am currently waiting for an order that should have arrived weeks ago. On the day it was supposed to arrive, it was still not shipped and I received a 'order delayed' email and no other communication since (the item was in stock). My suggestion is not to order any time sentitive items if you do choose to order something. I contacted customer serivice (their chat system is painful if you don't exactly fit within one of their categories). They serve you pre-made answers that are irrelevant to your case before reading what you wrote and don't follow up in a timely fashion (I chose email communications rather than live chat).

Pre-ordered several books from them and I often get emails saying, “unfortunately your item is no longer available”… I pre-ordered several months in advance and seems like they don’t prioritize their customers who have already ordered the books online. Then, when things sell out online for my pre-ordered books I have to go in store to find it instead. Ridiculous, since my orders were bought with discount now they make me purchase them when its regular price and sale is over because only then is the book available. Honestly, so tired of this company who can’t even manage their online book order system properly.

Received a $50- gift card as a thank you for a presentation I did a few weeks ago. Im not a big Indigo/Chapters shopper but my grandsons first birthday is this week so when I went online I saw a little trike for toddlers and ordered one with a helmet and a beach towel (promo). Within a few hours I receive an email from indigo saying so sorry one item is no longer available so we are cancelling this item. Of course it was the bike. I called to say I used a gift card and will go and see if there are other bikes but wait!! i dont get the refund (or the gift card) for FIVE business days. What a scam. I'll make sure I let my circle know what a poor experience Ive had. Garbage customer service.

Placed an on-line order. Didn't get an e-mail and so went to the on-line chat. Girl couldn't help me with my order. Basically told me the same thing I was seeing on line. Couldn't even tell me if my order had shipped.
Will not be ordering anything from them going forward. What's the point of having an online chat if they can't even help you?

I usually go online to search for on sale stuff, kids toys, home stuff, and books.
very good customer service if something went wrong, and it is very easy to return and get refund. no return shipping fee is needed for any reason.

Awesome customer service, replaced a lost package I had the wrong address for, and even called me back to confirm I had the correct new order number. Best experience I’ve had in a long time. Thank you!

Ordered an item online but returned it in-store. Told refund would take a few days. One month later still no refund. Inquired online and by phone and the matter has been escalated and still no resolution.

J'ai placé une commande le 11 décembre 2022, nous somme le 6 avril 2023 et toujours rien reçu....Ils ont eu une cyber attaque! Je comprends mais je me bats depuis pour avoir un remboursement et rien!!

Je ne commanderai plus jamais en ligne chez Chapters Indigo!

I order several times a year from Indigo. I usually get baby or clearance items, sometimes books. Every order I've placed has been delivered on time and in full. The one preordered book came on release day. An item arrived early for in store pickup while I was out of the country. The chat agent arranged to have my package held two weeks beyond their cancellation date. The reason I am here today is because I ordered a grow your own tree and the pot arrived broken beyond repair. I was so impressed by their automated chat. Although the issue isn't confirmed to be resolved yet, the intelligence of the chat is next level.

Everything went wrong, they took my money and never delivered the order. Taking forever to get my refund, they play games, they don't listen they make getting you money back very difficult...I guess they feel it ok to take people's money, liers and thieves. I will never buy from them again, and look forward to the day they close their doors forever.

Ordered a book and I thought I'd support a local business. It's been almost 2 MONTHS and they can't even tell me when it's arriving. I wonder why they're losing to Amazon...