Chapters.Indigo.caReviews 132

Purchased $150 in books and a record for a birthday gift.
Got all three of them a few days before the birthday and the one important piece has the corners smashed in.
Reached out to customer service. They can send a replacement or refund BUT FIRST they need to get the one back that I have.
I have three days to have this gift for a birthday so your solutions are useless.
Although talking about the book and the smashed in corners for $50 will be a good topic to speak about at the party!

I order ten books of these books on Nov 21,2024, and received a confirmation email almost immediately acknowledging my order. The next email I received on Nov. 22nd stated that my order was shipped from the warehouse and would be arriving in your Dartmouth store on Nov. 29th. I called your Dartmouth store on the 29th and made an inquiry regarding the status of my order. First I was told it hadn't arrived. Then I explained that it was due in on the 29th. The person put me on hold to make a further inquiry. She returned and told me I'd be getting a pickup notification in 24 hours. I realize now that I was given false information. The next call i made was to Indigo. My information was taken and I was assured someone would look into it. They did because I received another email on Dec. 20th stating upon investigation they discovered my order got loss in transit, and so they canceled the order. Then stated if the item is in stock I could reorder it since my credit card wasn't charged. I asked myself why would I reorder anything from your company after such a bad customer service experience.

I went yesterday, to buy Pokemon Cards for my grandson's 9 birthday. The girl on the second floor, recommended me "highly" a box that was $35, with" 60 exclusive cards". Trusting her word, I bought it ( as I show in the attached receipt). When my grandson opened the box, he was so disappointed because there were only 15 CARDS differents, because each one was repeated 4 TIMES, what a scam!
I went back today with my grandson, and I spoke to the manager, I explained what had happened and she, who was very rude, said...WE HAVE A POLICY OF NO RETURN ON Pokemon cards. So, that was it, $40 dollars went out of the window and 60 cards in the garbage can.
I will never buy at Indigo again. That policy is not acceptable in our time. At Amazon, you buy anything, and they receive it back no matter if the box is broken, open, Pokemon cards, any toy. So from now on I will only buy on Amazon. There, I know my money will be worth it, and if something is wrong, they are not cheap as Indigo, where they DON'T CARE about the customer satisfaction. Your business will die because your policies are out of date.

Always late and $#*!ty flight….
Always looking for extra money and $#*!ty service.
Never ever fly with flight

I recently placed an order for a book online with the expectation of receiving it within five business days. However, the delivery process has been quite disappointing. The tracking information provided has been unhelpful, repeatedly stating "out for delivery" without providing any real-time updates.

Despite our school operating within standard hours (8:00 am - 5:00 pm), the delivery service claimed to have attempted delivery twice and advised me to pick up the package at a drop-off location. Upon visiting the designated location, the package was nowhere to be found. The staff at the drop-off location informed me that, according to the tracking information, the package was allegedly dropped off at 19:34 hrs. Even though their facility closes at 19:00 hrs.

My attempts to contact the English Customer Service line proved challenging, with dropped calls and communication issues. Fortunately, after multiple attempts, I reached the French Customer Service line. Although the representative put me on hold, they assured me that both the Pick Up location and the Delivery Department would be in touch with me.

Overall, the service experience has been frustrating, and I will never order from Indigo/Chapters.

Jill Wright's book entitled Happy, Healthy, Wealthy and Wise was a joy to read. It is very motivational, inspiring, and provided excellent ideas to see the world in a positive lens. A must read for everyone looking to have a better life.

I placed an order for 4 items online on December 13th to pick up in the store. Two would be ready for pick-up that afternoon while the other two were to be ready "by December 20th". On the 20th I hadn't received anything saying they were ready so I called in and was assured I they would be ready on the 21st. Still nothing so I contacted them again to be told that today they updated the status to be ready on the 29th! I was lied to when I ordered and again yesterday. Disgusting lack of ethics.

I placed an online order for store pick-up as I needed the order the next day. When I called the store to pick it up they told me that my order wasn't complete and that I had to wait for it as some of the items were being sent to the store. When I contacted the store on the date that my order was to be shipped complete they told me that my order had been cancelled and that I needed to call customer service online. When I called customer service online they told me the store had cancelled my order and that I would have to re-order everything. Went I went to re-order it the price was different and more than 2 of the 9 items are now out of stock. I now have to send an email back to them with my new order number and they will see if they will price adjust to my original order.

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.

Can only use 2 gift cards at once online. This requires you to use your own money after that even if you have another one to cover the remaining balance.

I called CS and was told this is a recent update to the website.

I was not pleased with this and didn't allow them to brush me off.

After 35 minutes was able to get the small balance gift cards combined into 2. However, it is still in process and will take 3-5 business days before I can make the online purchase. I hope it works.

Asked about some magazines was told I don't know we get whatever we get. Could not care less about customer and the manager was even worse. Did not have any answers for anything and the word "helpful" clearly does not exist in the vocabulary of this location. Eatons centre

I ordered a book online but there were processing problems completing the order. I eventually sent Customer Service a cheque but wasn't notified that they received it for six weeks. No shipment notice was emailed. Now they say they shipped the book, which I have no record of. They also say I can't be reimbursed or given a credit since 30 days have passed. This company is a JOKE! Their Customer Sevice is unprofessional and ill suited comparesd to its competitors. Don't order from them!

I ordered a book a week ago, and asked for store delivery. I received confirmation that the book would be here August 15. The book has not been arrived. They have not changed my confirmation date when I phoned disinterested woman basically told me the date has changed. She did not know the date. The book is supposed to arrive now and it could be any time, but it won't be soon. However, this book is in the stores. Why can't they just go over to the shelf and take the book off and I will come and pick it up. By the way, they didn't mind taking my payment upfront. The worst customer service I have ever had.

The support of the company is like $#*!, once I have a damaged book and when I called the guy didn't know what to do and a other time I was charged twice the amount so they stoled my money what is this Custumers service that don't care about what happen to us.

Overall, I love indigo chapters website. The shipping is fast, there's a lot of books for sell and the plus points are a must, and the exclusive edition are really stunning, but they charge in advance for preorders, which is kind of annoying especially if the release date keep reported.Also, I would love a store in my city but they keep it in really big cities

I ordered a book online and it never came. Today was the due date. The tracking info is horrible it doesnt track, it literally just said, everyday "awaiting shipment". Also, Last time i ordered a book online during covid, i got someone elses book. I want to know why my book is not here as stated july 5! Never ever order online! They have no clue what they are doing

I've always gotten most of my books here but I had to put out calls to them for my last one when it went days past the supposed delivery date. Chapters is good but I think next time I'll just go over and pick up my book myself

Great futuristic thriller. Imagine living in a world where there is a marriage act, if married you get a nicer home, pay less tax, etc. some are willing to kill to destroy this dystopian world. 4/5

I ordered a book for a birthday present, not only it was delayed, but nobody could give me an answer if it was shipped already or not. The store (at Richmond Centre) kept saying I will receive an email once it's been shipped, called customer service, they said they will escalate the issue, this was already a 7 days delay, called again and they said I should receive an email within 3-5 days, just to know the status, not to receive the booked, I asked to speak with a supervisor, the lady said he will call within 1-4 hours, never called, instead I received an email saying that they have difficulties with the inventory and will have an update within 2-4 days. Ridiculous. Called to cancel my order and bought it from Amazon. I'll received the book at my house with free shipping. Never buying from Indigo online again