Very disappointed in my recent experience. I ordered a book and was charged immediately in full. Not only did my book not ever arrive but it never even left the store! They refused to refund my money or help in anyway. Extremely dissatisfied. This is theft in my opinion.

My order from Chapters had two books that were on sale, one shipped - one didn't (shipper never got it from the seller). Order completed, card charged for two books. Support suggested to go to store and buy the book (at regular price, not sale price) to have it for Christmas. Not able to get the book from store against the actual order (sale price). I will not buy from Chapters ever again, not worth the hassle!

I found that this website has great service, and every time my books were sent to the correct address and had good sending time. I don't know why people don't like this website.

I ordered some items for my kids for Christmas and they did not send one of the items I ordered in the box. I followed up with them and they got back to me right away and seemed like they were willing to help me out. When I asked for a refund as they no longer had my item in stock I stopped hearing from them. I have now sent them 4 emails without any response or a refund.

This is the second year in a row that I did not receive my order before Christmas although promised to receive it a week ago. I will never order from Indigo again Luckily I ordered from Amazon 2 days ago & received my purchase this morning... can't do better than that.

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.

Called Chapters December 28,2020 to see if I could pick up 2 books in store... the lady I spoke with said there's no in store shopping because of Covid-19. Because I live 20 minutes away I asked if they have curb side pick up and the lady said, yes but, I have to order on line and pay on line. I went onto the Website and ordered my books that were "In Store" and was told I could not receive curb side pick-up and had to wait for shipping. Because I live so close I ordered my books to be shipped thinking it wouldn't take long...! While tracking my shipment I'm told its going to take 10 days! I don't understand why we cannot order books that are in store and have curb side pick up. I won't be ordering books from Chapters EVER! Lost another customer!

Not honoring their advertised discount codes. Charged different amount to credit card than reflected in the cart during purchase. They do allow canceling purchase though, if done immediately. Customer service acknowledging that discount codes might not work for all items, but doing nothing to correct the issue. If the code was not valid for these items, why it showed valid when applied for the cart until after payment? Ended up purchasing the item (needed it and not many shopping options during Covid) without the code but not going to become a repeat customer.

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.

Hi Indigo:

I just wanted to send a heartfelt thanks for your responsible packaging. Our books arrived today, and while in 2 shipments, both were packaged with the least amount of waste possible. Kudos to your order fulfillment team.

I reserved a book to be shipped at the Pointe Claire, Quebec store. The email stated it would be in on a given date. I went to the store at said date to find out that they were sold out of the book but had never put my book - day I had paid for - aside. The next day I called and was told my book was not in even though they had received a new shipment (although they kept changing their stories). Eventually I spoke with a manager who condescended to take a book from their inventory and reserve it. She was rude and told me that i did not understand the issues with the pandemic, that it wasd Canada post fault. I said how can it be Canada post's fault if your have copies of the book... She told me in a rude arrogant voice that she says reimbursing the purchase and would understand if I never shopped there again and hung up.
From now on its AMAZON!

I pre ordered a Billie Eilish book on October 1/2020 for my granddaughter for a Christmas gift. The book was released on December 11/2020 and. I was promised a delivery date of December 16/2020. When the book did not arrive I contacted Indigo online and was told... they were sorry and couldn't promise the book before the New Year due to the Christmas rush.
Last year they did the same thing to me.
Fool me once shame on you. Fool me twice shame on me.
Never again will I orderbooks from Indigo online.
From now on AmazonPrime or in store purchase only.
By the way I have checked in store at the Indigo stores near me and they havenoBillieEilish books at all.
Sold out.
So my granddaughter will get a picture of a book yet to arrive.
I am disgusted and disappointed in Indigo's shoddy service.
Irate customer.

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've recently became a very frequent online shopper and even though Amazon is sometimes cheaper, with the occasional online discounts, and the various Reward events (like 5-10X the Plum Points) I think it evens out. There's also a pretty decent selection of the books I'm interested in (mainly Manga, YA books, and some Comics).

They generally, especially in the past year, do a very good job with packaging. I also get my books on average within 2-4 business days of ordering them, and I always choose the "Free Shipping" option. It's definitely not perfect though, as I end up returning about 15% of my orders due to damage, but to be fair over 10% of that is usually small stuff (slightly tattered edges/spines as oppose to warping/bent pages) as I am quite anal about the condition of my books. Overall I'd have to say that the wide range of payment options and Reward opportunities is what keeps me coming back.

How can they advertise items on their website, deduct your credit card, then a week later send you an email that they are cancelling your order. During the Christmas season no less. It is companies that Chapters Indigo that make Christmas stressful.

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.

I wrote a review before about my disappointment with Chapters express shipping. I gave them another chance and pre ordered the Harry Potter Cursed child (last year) and it arrived on time. I pre-ordered a Rose Gold Fitbit Alta HR (February 2017) and it also came on time. So If you are not in a rush to receive your items, Chapters delivers on time and there are no damages to the items.

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.

The customer in front of me was told, "You've spent more than $35, so you qualify for $5 off." Didn't pay much attention. When I paid, I was told the same thing. Cool! But when I heard my total, it didn't seem like it was low enough if $5 had been taken off, but didn't think much of it since I was in a rush to get somewhere. Looked at receipt when I got home. It was 5% off each item, not $5 of total. That was intentional lying, and employees willing to do it. Losing me very quickly, especially since I just got Amazon Prime. Honesty and good business dealing would have kept me much more than the ease of home delivery.

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.

I will never know whose fault it was.

It was my first time buying online at Indigo / Chapters.
It was a book, for $36 (shipping cost and tax included).

(At first, Chapters/Indigo e-mailed me (following my request to Pay Pal to investigate the case) saying that the book came from a warehouse in the United States.

This was senseless to say, since it already had been at the Mississauga Canada Post hardware for 2 weeks!

It was shipped pm June 15th, and the tracking number says that it is still at the Canada Post Mississauga hardware today, July 7th (2020). (I live in Québec, at about 90 miles north of from Montréal).

On July 1st, I asked Pay Pal to investigate, and I got a full refund on July 3rd.

No question asked, with the tracking number, it was easy to see what was the case.

Did Chapters / Indigo write the correct adress on the package? The full address? Any address?

I know that with the current COVID 19, that packages are not being sent on time, which is really understable...

So, yes, I got my refund, and no, I'll never take any chance to buy online from Chapters / Indigo ever again.

Sylvie in Trois-Rivières, Québec.

UPDATE: July 9th 2020.

After 24 days of having being stuck at the Mississauga (Ontario) Canada Post hardware, it started to move yesterday (July 8th). This morning (July 9th), it was rendered here in town, where I live. I got an e-mail from Canada Post saying that it had been returned to the seller (Chapters / Indigo) because the address (mine) was incomplete on the box.

Me and my big heart, when I saw yesterday that the package had started to move, I wanted to send them back my payment, out of honesty.

But now that the case is really closed, that the book has been returned to the sender, I do not have to worry about anything anymore.

"Incomplete address"? This was my very first and very last time buying from them. I never had any such problems with eihter Amazon ( from which I buy a lot of different things from many times per year) and Better World Books (for used books), PetSmart.ca, etc...

Final update: July 22nd 2020.

There is absolutely no point of having an account remaining open with a company that you have (a lot of in my case) trouble with.

On July 16th, I asked Chapters / Indigo via e-mail to close my account (after having tried to get only 1 book from them!). They sent me an e-mail requesting that I replied to them, I did, checked what was my account 3 hours later, and it had been closed.

(The book is back in Mississauga at the company - I kept checking the Canada Post tracking number, which was still working and valid on its return to the company)

Never again...