Pauline C.

I only recently discovered this Calgary based company online retail business for sporting/outdoor apparel and equipment. I wish all online retailers could meet such high standards. The website is easy to navigate. The order process is easy. There is good communication about processing and tracking. In essence the turnaround time for order receipt, processing and shipping has been 24-36 hours. The free standard shipping used for packages going to "larger" centres, Charlottetown PE included, is Expresspost with Canada Post. I have made several purchases online and have had to return only one item. There was less than a 24 hour delay to get a shipping label from the company for the free return. My refund was processed within a week. I am totally impressed by the efficiency of this company.

This website has some nice merchandise. The ordering process is simple and because I am a Canadian Resident I have come to expect long waits to receive my orders from the USA. However, clothing and footwear don't always fit. The return process from Canada is an absolute nightmare.

This is my most recent experience. I mailed the package on Dec 22nd. It was delivered to the Hautelook warehouse on Dec. 28th in Burlington, ON. I have since contacted Hautelook three times by 'live chat'. The first occasion, I waited a long time but could not get a customer service agent. On Jan 13th, I got lucky. I got connected and the customer service agent was pleasant. She looked up the Landmark Global tracking site and confirmed for me that the package had been received and the return would be processed soon.

Today, I contacted Hautelook for the 3rd time. I was told by a customer service person named Kameron that the returned merchandise had not be received yet according to the Canada Post website. (That's another complaint for another day). According to Canada Post tracking, the package has been out for delivery since December 28th. Out of concern that the package might have gotten lost, I contacted Canada Post before my first 2 attempts to clarify the situation with Hautelook. Both Canada Post and the previous Hautelook cs person verified that the package had been delivered to the Burlington warehouse.

After repeating this info a couple of times, Kameron finally decided to check the Landmark Global site which confirmed what I have been told. When I asked when I could expect my refund, Kameron told me there would be an update in 3-5 days. I advised her earlier in the conversation that my entire file (orders and returns) have disappeared on the website. This "update", if available in 3-5 days, would be obtained how?! When I again asked how long it would take to get a refund there was no response for many minutes. I ended the chat and have resolved to shop online elsewhere in the future.

Over the years, I have been a loyal customer at Chapters Indigo. Not so anymore. On Cyber Monday, I ordered an item on the website which should have been shipped for free. I specifically chose the standard shipping for this reason. My "order request" was clocked@ 3:40 PM EST or 4:40 PM AST. I received confirmation of my "order request" at 4:52PM AST but this did not contain the details of the financial transaction. The order "details" were not sent to me until 5:25 PM AST at which time, I noticed that I was being charged for premium shipping at $12.39 plus HST. I immediately called customer service about what I perceived to be a technical error. Unfortunately, this is what I was told. I can make a "request" to get a refund for the shipping and handling charge but there is no guarantee that I will get the refund since I have no proof that I did not select "premium" shipping. To be frank, I was getting frustrated with this whole "REQUEST" business and decided to cancel the order. Well, then I was informed that I could only "cancel" an order within 30 minutes of placing it. At 50 minutes after placing my order "request", I could only make a cancellation "request".

How would I know that the website would scam me for the price of the shipping and handling if at check out, I saw a total of $40.70 (35.70 +HST). The details of my order were not sent to me until 45 minutes after the order "request" was submitted? Secondly, why would I spend 12.39 +HST for "PREMIUM" shipping to receive this item 2 days sooner. If in fact, I was negligent in reviewing the details at check out, why would the company computer automatically default to "premium shipping" if the website blatantly advertises "free shipping for orders over $25", Is this not false advertising?

The story gets better, I was advised by customer service at the time of my "cancellation request" that it would be 3-5 days before the "request" is processed. The item could be shipped within 2-3 days in which case the "cancellation request" would be denied. On December 6th, I received notification that my "request" was denied and that my order "will ship to you in the time frame originally stated". Well, today is December 7th. I logged into my account to check the order status. The justification for denial of my "cancellation request" implies that my order has been shipped. I have not yet received any details of shipping and tracking information. Guess what? According to the website, my order is "awaiting shipment".

I fail to understand why in this "information age", a company such as Chapters Indigo could be so technically challenged. Seriously... 3-5 days for the shipping department to get notification to stop processing an order? I believe the rather archaic system of "requests" and the ridiculous "terms and conditions" are set up to SCAM the consumer. There must be a great legal team on retainer to draft this kind of BS.

Although I try to support Canadian web companies, I will never do business with this one again. Chapters Indigo won't need to do me any favours in the future because I won't be making any more "requests". It's not about the $12.39 =HST shipping charge, it's about treating customers with respect. Adding "we value your business and hope you will shop with us again" to the bottom of each and every email" just doesn't cut it. This experience has been an insult to my intelligence.

FYI, Corporate Decision Makers at Indigo, the same books are available at Amazon or small local retailers. Amazon's stock of household goods and giftware far exceeds anything you have. Furthermore, Amazon doesn't have a cancellation policy with an unreasonable 30 minute limit. Their shipping fees are cheap and "free" means free... no underhanded fine print or default settings for "premium" shipping. No doubt, you read the financial reports. Even Amazon struggled in the last quarter but surely, it's not because they are driving customers away. Chapter's Indigo, you have the market on that.