Chapters.Indigo.ca

Long term Indigo customer here. Will not shop online at Indigo again.
Couldn't get through on the phone after being on hold multiple times. Talked to a chatbot who told me my order was lost and it asked "did I want to reorder." I asked to reorder and it said a customer service agent would call about that in 24-48 hrs. An email was received confirming this and giving an incident number **************. That annoyed me because it would further delay this Christmas present ordered on Nov 18,2022. I refreshed the chat and asked for a refund instead, the chatbot responded again that someone would call me about this in 24-48 hrs. An email was again received confirming this with the incident number **************. Still no further along, I tried to call Indigo again. Waited 30 mins, gave up and decided to wait the 24-48 hrs instead. Surprise, no one called back in 24-48hr as per above mentioned emails and incident references. Again I called, no luck. I looked for an email and couldn't find an email contact anywhere. Here we go again, I tried the chatbot. I kept asking different questions until it said "I will now pass you to a live chat agent." No idea what the magic word was to get an actual person. Agent read my chat history. I explained I just wanted a refund now and no one had called within 24-48 hrs as told by the chatbot and confirmation email. Rep said, and I quote " the bot is not programmed to set dates for call backs
Hence why you have not been contacted back." I asked if they were accusing me of lying and to look at the confirmations emails I received. Agent said " I completely understand and we do trust our customers fully." Unbelievable. No apology and a canned response.
My refund was finally initiated and now I am waiting to see if I receive it in 2-5 business days as per email and live chat agent.

Goodbye Indigo. I don't want to order everything from Amazon but it's just not worth this hassle. I tried to support you. When I received your "Please Submit your Feedback" email this morning I wrote you the above long message. When I pushed submit I had an error message saying "Form submission failed." I refreshed and tried again and again to no avail but it did make me laugh!

Ordered books online and when they went to ship no longer available. Disappointed. Call support line and they were helpful.

Placed online order two weeks ago. Still haven't received shipping info.Id rather buy item from amazon instead.

I mean nothing more to add. Great selection but the store is devoid of staff and cash lines are often 10+ with a single cashier.

MISLEADING GIFT CARDS

Don't be fooled into thinking this is your average print and walk in to the store 'gift card' because it is not. You won't see anything posted to that effect before you checkout either. The recipient of your well thought of gift card can ONLY USE THIS GIFT CARD ONLINE.

Here's what happened. Mom lives in a town where there is no Chapters/Indigo but there is a Coles. Google a Coles Gift Card and you are brought to Chapters (wonder why). You see ONLINE Gift Card for $50 dollars, you think "hey that's great. And soooooo easy." But then, Mom calls and thanks you for it until she goes to Coles and they say, "uh... sorry, we don't honour those as they are for online purchases only".

Then Mom gets the good news! THE SHIPPING COST IS GREATER THAN THE 50 DOLLAR GIFT CERTIFICATE.

Can you say had, taken, scammed... that's right... they "f" you at the drive thru.

As I made this purchase I read all the info THEY wanted me to read at the time of purchase and nowhere on the purchase pages is any of this made clear to the buyer. They take advantage of the 'buyer be-ware' clause. Fooled ya! Now, let's see you try and get your money back from them. Another case of a bully conglomerate using it's influence and might to stick it to the average unsuspecting shopper.

Posted on Chapters/Indigo FB page and Yelp on 12/8. Post was removed from FB page shortly after posting. No response to me from Chapters/Indigo as of 12/8/2021 7:21pm.

11/9 - I ordered a board game.
11/13 - I received a shipping notice for delivery on 12/6.
11/19 - I checked the package tracking just to see where it was in its journey. The tracking number was invalid. I emailed customer service to inquire.
11/22 - Jovanne in customer service emailed me that the package had been lost and asked if I wanted a replacement or a refund. I asked for a replacement on Nov 22. Later on Nov 22, I received another email from Jumaine in customer service that said someone in order support would contact me in 3-5 business days. There was no acknowledgement of my request for a replacement game.
11/23 - I replied to Jumaine stating that I had already requested a replacement. No response.
11/26 - I replied to the same email asking for a status since I had heard from no one. No response.
11/28 - I asked for a refund as I had since ordered the board game from a different vendor. No response to my request for a refund.
11/29 - I used the live chat feature to talk to Tyrese. I provided all the above information. Chat transcript with Tyrese: Thanks so much for holding. Not to worry I will process the refund for you right now.
Thank you! When should I expect to see the refund?
With in 3-5 business it will be added back to your account.
You have been very helpful. Thank you so much.
You are most welcome :) I was happy to assist.
12/7 - Responded to email request for feedback on my purchase satisfaction using link in email from Indigo. Pasted above text into comment box and asked again for refund to be processed immediately. No response.

DO NOT order any books online that you need within a decent time frame. It's a gamble. I know this is long but the details need to be included:

I'm in an accelerated medical program and I needed a psychology textbook for my current semester. I found it on their website on May 1st and it said it would be in by May 18th (2 weeks). I checked my email every day until this date to no avail, until finally ON May 18th they told me it was delayed. No explanation, nothing. I thought it was fine, these things happen. It shouldn't be too much longer. I was so wrong.

I went to the store to pick up the rest of my order, which I really didn't need as badly as this book. Kindly asked the lady behind the counter if she had any idea why or how long it would take, and she did not. I can't blame her for this, she was very kind.

Another week went by and I received an email saying that although their website said the book was in stock, it in fact was not. They had to source it from another vendor, it would ship out within 1 business day. Frustrating, but fine, I just need my book. I was disappointed to see that this other vendor actually sold the book for more money, and they charged this higher cost to my credit card (what?... whatever, I just need the darn book).

Yet another week passed, still no book, I was starting to stress because not only was I way behind on my readings at this point but I had 1 more week to complete an assignment that I required this textbook for. The following monday (5 days before the assignment was due), I wrote to chapters via their website explaining my frustration and worry that it had been over a month and I really need the textbook, stat. Got a really disappointing reply that basically just said "we're really sorry, but it should be there within 1-2 business days". Fine. I'll cram my assignment.

Well, my assignment was due today, still no textbook. It's been 6 weeks. I had to make-do. All I need this textbook for now is an upcoming exam, but my program has me travelling a lot and I'm just about to leave the city for a few weeks meaning that even if the textbook gets delivered I'm not here to receive it. So almost $200 bucks later, this thing is useless to me and I got royally screwed. Thanks a lot, indigo.

Needless to say I will never rely on Chapters for any school materials again. I'm so disappointed.