Chapters.Indigo.caReviews 132

I ordered a kobo and case online. I was supposed to have received it February 12, according g to their scheduled delivery. It is now February 23 and the product has not even left their warehouse. Since they created a label they say that they are unable to do anything. I have spoken to multiple people on chat and by email and not one of them has been helpful. They will not cancel my order, and they will not ship it. I guess they expect me to pay for a product they won't send to me? I don't care if they created a label for the box, until they actually give the box to UPS there is no way I can receive it. The worst customer service I have experienced in a very long time. If you can, order from Amazon, they at least have exceptional customer service.

I have been a member of Indigo for many years and have always been disgusted by their online service. Their customer service is terrible and their books take months to ships. They recently had a promotion and my order was put through before the promotion. Since it had not shipped yet, I requested that they return those items because I know they can do that so that I could repurchase it and get the discounts, Nope- would not do it nor would they let me speak to someone. What a useless site. THANK YOU FOR MAKING ME USE AMAZON.

Have a been a long time customer of Indigo's. I ordered my daughters Christmas gift on line, a month before Christmas. The ordered was to be shipped to store. I called the store on December 19th because my order was suppose to arrived on the 17th, they couldn't find it. I called customer service on December 21st and they informed me that it was delivered to the store on the 9th; however the store staff failed to tell me this when I called. I had two options, order from Amazon or Indigo, I chose Indigo. All my orders from Amazon showed up. Lesson learned... never shopping at Indigo again. Christmas morning is going to be very disappointing for my daughter. The one thing that she asked for will not be there.

Like so many others here, Indigo's shipping practices have turned me right off, and I will not be shopping there again.

Ordered Items Dec 4 (plenty of time for a December 20th Christmas party, right!) Expected delivery date: December 16th. Perfect. 4 business days to spare.

They take their sweet time sending the items - 6 full days to be exact (why -- why?!?! They're all in stock! Confounded).

Check status today, December 18th: the item is 2 provinces away entering a sorting plant. MMkay. Looks like I might be empty handed for the gift exchange on Friday.

Never again. Not when Amazon is one click (and one day free shipping) away.

Indigo! Am now going to be on call #4 to resolve an order I made BEFORE black Friday, thinking to get ahead of the shipping rush. Ordered 3 items. #1 to arrive Dec 5, didn't show, so checked shipping status - only the label created, item not received by Canada Post. Called, and after an hour on hold etc. found out that item not in stock AND no credit issued -- order in some sort of cruel Indigo purgatory... WTF? Me to agent "So you are telling me if I hadn't called, I would never have had the charge reversed on my credit card, and I never would have received the book?" Agent "Yes". Got credit, ordered book #1 off Amazon that day. Books #2 & #3 scheduled arrival Dec 18 - at least got email Dec 13 delayed... called, "is it at least in stock" Agent "going to fetch this and resolve that, blah blah shipping now to store... more blah blah... call if no email to verify in 24 hours". Called this AM 44 hours later "oh! Agent in error, need to give at least 48 hrs..." Ahhh! Have a feeling when I call tomorrow will get "oh! You have to wait at least 72 hours" Indigo please change your hold message "rest assured we are doing everything we can..." heard it ALOT the last couple days feel like you are telling me sweet sweet little lies. PS book #1 ordered off Amazon got in my hands 5 days later at my door.

I ordered a Kobo reader 7 days ago. It was listed as "in stock", so I was surprised when I was told it would arrive in eight days. This is absurd in an era of next-day delivery in my location by Amazon. Guess what. That delivery date is tomorrow and it is now 9 pm and it hasn't shipped. It clearly isn't arriving tomorrow, but I heard nothing from Indigo. I called support and they informed me i must call tomorrow to determine a new delivery date. This is the last time I'll order from Indigo or buy anything in one of their stores. With service like this they won't survive long in an era of stiff competition.

CHUMPSTERS / INDI-NO-GO "executives" at head office, have you read the customer reviews regarding your shipping practices? I totally agree that if CHUMPSTERS / INDI-NO-GO were the only game in town, I too would brush those comments off like some of you "executives" brush dandruff off your pinstriped suits. But, alas, you are the biggest fish in the smallest pond. Though you might think that being such a "large" fish would preclude bad "corporate thingies" befalling you: history has proven otherwise.
This little fishie will swim with the growing school of fish that are swimming as far away as possible from you company.

I am very upset right now. I had an order of books that I needed for my class to arrive by today and I am being told it will now come in maybe tomorrow or even next week. I dislike when shipments are late and I don't have this problem from ordering with Amazon. I guess that is why I am surprised. I trust those dates. In fact, Amazon comes earlier than their predicted date almost all the time, making me feel at ease that if I agree to not go to a store to get something, I can count on that decision.

I also am angry that I get an email saying my books have Fully shipped and the order is complete. What? I look everywhere for them and for the postal note that maybe flew away. None. Why? They fully shipped to a warehouse I found out. WOW. THANKS. I feel good now that that is what you mean by fully shipped.

I don't want Amazon to take over Indigo's business, but if I ever need books in less than a week, I will not rely on their mailing service and just use Amazon Prime instead. Saving 10% from all this is not worth this headache right now as I am not able to start my unit. And in teaching, there is never enough time to get through everything as is.

I place my order online just because I had a giftcard. Everything was in stock and it said would arrive by April 26th. On April 24th got a your order has been delayed message. I called and after being on hold forever I got the I don't know why it has been delayed and there is nothing i can do. The next day I call again and this time I get a little help that they are short on stock. HMMM sure ok. On April 26th I get an email saying they cancelled my order and my giftcard was refunded and they will still ship out the books from another location free of charge within 24 hours. Well 4 days later still not shipped. I will be using my giftcards only in store and will never order from Chapters online again.

Indigo has messed up my order again. Earlier this week I shipped an empty box... empty! I called Customer Service and a replacement order was to be rush shipped to my work address as the order was a gift for my boss who is leaving at noon today. I was concerned that the order was being shipped UPS with no guarantee it would arrive in time. I received a notice in the middle of the night that the order is being shipped to my house tonight. That doesn't really help me out. So the order is messed up again... I don't think that Indigo seems to care about getting it right. The order is useless now. Thanks Indigo for ruining a special moment.

Well, I've had quick shipping with well packaged items. I've had weeks go by before cancellations of items that appeared in stock, and semi-damaged items. I've had great customer service and poor customer service, it's really just case by case. Likely safe to assume if you are ordering a popular item that it will ship quickly, but if it's slightly left of center... it might not happen. I definitely wish they'd tighten up their online inventory to match what is actually available. I still do continue to order from here, so I suppose everything comes out in the wash in a sea of average online shopping.