Chapters Indigo Reviews 

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.

Pire service de livraison. Ma commande a été livré en deux paquets. Le premier paquet a été livré à la mauvaise adresse et le deuxième paquet n'est jamais arrivé malgré la notification de livraison à la porte. Aucune photo n'est laissé comme preuve... Je ne recommande aucunement l'achat en ligne sur le site Indigo.

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.

I haven’t received a puzzle I ordered online from Indigo on March 28/22. Apparently, it is lost in transit according to Customer Service at Indigo. The shipping company, Apple Express, has not updated the parcel’s shipping status since March 29/22. I discovered all of this on April 6. The parcel was due to arrive on or before April 5. I requested a refund. I am very disappointed because I had planned to give this puzzle as a gift this week. I had to do all the leg work to contact Indigo. I did not receive any correspondence from them indicating my parcel was lost.

So I ended up ordering the same puzzle from Amazon and received it in less than 24 hours, not super happy I had to buy from the “Bezos Boutique”, but I need the puzzle this week. I am quite appalled with Indigo’s online ordering/shipping, especially with the high tech business systems available to companies today. They just can’t compete given their poor level of customer care.

So the puzzle is lost and I can’t track it. To add insult to injury, Indigo also lost my last order, a number of books that I had intended to give as Christmas gifts. It was too late to reorder with Indigo so the books would arrive for Christmas. Again, I ordered all of those books from Amazon and they arrived within 3 days.

With this latest debacle, I requested that the Indigo Customer Service agent share my concerns with her manager. I expressed that this was not the Customer Service agent’s fault, but that Indigo clearly has a problem. I won’t be ordering online from them again nor shopping in their bricks-and-mortar stores. For in-person shopping, I will visit independent book sellers in my area.

I requested a refund of the full amount I paid, including tax, for this puzzle. Shipping had been free. Indigo returned my email asking for refund and gave me two options:

1. I was not interested in their first option of having the refund placed in an online account to be used for future purchases. Since I am not planning to shop online with Indigo ever again, I will not use these funds.

2. I chose option 2 of having the refund returned to my credit card. However, I had three concerns about their directions to make this happen. First they said they would apply ”the difference” to my credit card. There should be no difference. I am expecting the full amount of $23.99 plus tax to be refunded. As well, they also wanted me to supply “a new order number” that they would forward to the Billing Team to manually apply “the discount”. I didn’t understand their need for a new order number. I had my original order number and the shipping number, which I provided to them. Furthermore, I was not requesting a “discount”. I am expecting a full refund.

I asked them to return my full $23.99 plus tax ASAP. I requested a confirmation email that they received my email and that they were going to do as I had asked. Within the day, a kind Customer Service agent reached out by email. The refund was processed right away and I will receive my refund in 2-5 business days.

I stress to anyone thinking of purchasing online with Indigo that if anything goes wrong with their order, they will very likely have to do all the chasing to sort out the issue. I have spent way too much time dealing with this. Fortunately, I was satisfied in the end by the gracious and competent agent who worked promptly to facilitate my refund.

I recently ordered some gifts online and when I received the shipping information I noticed it had my old address.
I quickly contacted customer service and they were amazing!
They cannot redirect the shipment but they have resent another package to me, at the correct address.
This was 100% my fault for not checking the shipping address when I processed the order.
They were understanding, kind and efficient.
Exceptional service!

Horrible!! My daughter ordered a mini fridge and it never came. I called to ask where it was and the guy, Jonah on the phone was incredibly incompetent and not helpful in the least.👎🏽

Absolute scam.
So I preordered a book to Australia late Jan - Early Feb. It was about $98AUD ? Which I didn't mind too much, I knew it'd be costly. Had an issue where they overcharged me though, it was supposed to be $91 instead. They offered a refund and never gave it. Was just a few dollars what harm could it do? About maybe a week or so later, I get a bank notification, telling me that chapters Indigo just took put $89 ?!?! I was NOT made aware of this and I did NOT authorise the payment. I asked customer service and they told me it's "just a bit extra incase shipping costed more".
IMAGINE shopping at a small business and suddenly getting over $80 taken out without consent or authorisation ?!? That would be horrifying. It's no different for scary companies.
I spoke to Commbank who were amazing and helped me out SO much, they got me my money back and all.

Indigo is downright ridiculous. Shop somewhere else

Never, ever, ever will I again use their online ordering system. The first order that they screwed up was a birthday present that I pre-ordered and that just never got fulfilled. When I contacted them, I got a sorry and that was the end of it. I got a refund, but by now, it was three weeks past the intended recipient's birthday. Fool me once. . . for some insane reason I tried to order a different book for a different friend's birthday. Ordered on Jan 24, said the book would be shipped to the story by Jan 27. Here we are on Jan 31 with no status updates. I talked to customer service who just said repeatedly, "I am seeing where the item was lost in transit" over and over again. I got a refund. No apology. Never, again. Do not order from them.