Chapters Indigo Reviews 326

Placed an on-line order. Didn't get an e-mail and so went to the on-line chat. Girl couldn't help me with my order. Basically told me the same thing I was seeing on line. Couldn't even tell me if my order had shipped.
Will not be ordering anything from them going forward. What's the point of having an online chat if they can't even help you?

I usually go online to search for on sale stuff, kids toys, home stuff, and books.
very good customer service if something went wrong, and it is very easy to return and get refund. no return shipping fee is needed for any reason.

Awesome customer service, replaced a lost package I had the wrong address for, and even called me back to confirm I had the correct new order number. Best experience I’ve had in a long time. Thank you!

Ordered an item online but returned it in-store. Told refund would take a few days. One month later still no refund. Inquired online and by phone and the matter has been escalated and still no resolution.

I order several times a year from Indigo. I usually get baby or clearance items, sometimes books. Every order I've placed has been delivered on time and in full. The one preordered book came on release day. An item arrived early for in store pickup while I was out of the country. The chat agent arranged to have my package held two weeks beyond their cancellation date. The reason I am here today is because I ordered a grow your own tree and the pot arrived broken beyond repair. I was so impressed by their automated chat. Although the issue isn't confirmed to be resolved yet, the intelligence of the chat is next level.

Everything went wrong, they took my money and never delivered the order. Taking forever to get my refund, they play games, they don't listen they make getting you money back very difficult...I guess they feel it ok to take people's money, liers and thieves. I will never buy from them again, and look forward to the day they close their doors forever.

Ordered a book and I thought I'd support a local business. It's been almost 2 MONTHS and they can't even tell me when it's arriving. I wonder why they're losing to Amazon...

Received email advertising up to 70% in-store sale only, visited the Brossard store, apparently the message did not get through to store management, truly pathetic.

I placed an order 3 weeks ago with an estimated delivery time of 2 days. I am still waiting for that order. I have emailed and chatted multiple times and no one is able to help. 3 weeks??? It doesn’t even make any sense. They have stopped replying to my emails. I have had items arrive faster from across the globe.

Trust the negative reviews. I ordered a book on December 4th 2022 - promised delivery by December 28th (4-weeks!) followed up by email mid January - got an initially pleasant reply - then nothing, despite repeated efforts on my part to followup. I’m done with Indigo - seriously, they can keep my points.

Purchased item Jan 3. Called customer service as Canada Post and Indigo had contrary information about where my package was. Customer service literally hung up on me mid sentence. This validates what other complaints have said. I was being extremely polite. Disgusting to know a Canadian company has no customers service. Zero !

Their customer service is just awful, whenever there is a problem with my order once you send an email it says they will reply 24-48 hrs from now. DAYS go by, even sometimes weeks before I get a reply. They insisted I bought a French version of a manga which I never did, I got my refund in the end but only because they didn't have anymore in stock. I had legit proof I ordered the English one but they refused to listen. My recent order got lost in the mail, emailed them about almost a week ago and still no reply. Now yet another issue with them, purchased from their online store, the item NEVER arrived. And now their customer service tells me by email "Oh the item is out of stock in all stores and online" Not only does their website say it's IN STOCK online, but it's also in store shelves in locations not near me, so I don't know why they keep saying "Oh it's not in stock" Never doing business with them again.

I have ordered books there and when I received the books they were damaged and they don't wanted to do a replacement and the support service didn't help at all and when called there the guys just ended the call for no reason.

I’ve repeatedly tried to cancel two orders which are pre orders for books that are months away from coming out. They are not being cancelled and instead flipped back into “awaiting shipment”. I don’t WANT them and they are not in transit so wth! They also took away the feature where you can contact them via email. I spent half an hour waiting for someone on the phone and got nothing.

I ordered 2 e-gift cards for my clients to be delivered on Christmas day.. neither was delivered and I only received confirmation for 1 gift card though payment was processed for both. I called the support line and was hung up on the first time, called back and was told the issue would be rectified and someone would be in touch. No one has been in touch since I called yesterday. This company is not trustworthy and should be avoided.

Beware of this company. Horrible customer service. I contacted them 12 days ago about my card being used fraudulently at their shop and they have done nothing but give me the runaround. Buyer beware.

If there was an option to rate with zero stars I would have done so. Placed an online order Dec 12 with an assured delivery date of Dec 22. It is now Dec 23, no word from them whatsoever, so went thru the hoops and finally was able to speak to a live agent. They inform me my purchase will now be delivered Jan 3! Absolutely non-existent concern about the customer. All they want is the money with fake delivery date promises to entice people to buy online. No follow-up, no apologies. Go with Amazon they are far more trustworthy.

Their online help is clueless! The right hand doesn't know what the left hand is doing. Pkgs take forever but duplicates are sent and you get double refunds and no one gives a hoot? I can get pkgs. from USA in three days…but wait weeks for indigo

Essentially a corporate scam as of 2020.

Chapters indigo has had direct connection pulled from customer service lines. Meaning, it is impossible to reach an agent by any public contact number.

In addition to that, since 2020; the live agent chat option has been removed and instead reads daily that "there are no chat advisors available". Spoiler alert: Chapters fired them all and runs satellite warehouses now. Satellite warehouses do not operate with customer service agents on site, nor is there management to uphold a standard.

If you are lucky enough to receive an order, you will not receive it by the designated time. If you do not receive a paid order, your only recourse currently is having your bank dispute the issue.

I forgot what a nightmare they are for online orders at Christmas time. They sent me the wrong item and I'm hoping to get it fixed before Christmas but here I am finding myself (one again!) on their customer service telephone line waiting for 25 (!) minutes listening to terrible music. I am sure I will wait another 10 minutes and give up. I will remember NOT to order online with them next year...I hope!