Chapters Indigo Anmeldelser 

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

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!

My husband ordered and paid for a hard to find Christmas gift for our son. We were emailed a confirmation of the order, with an order number and expected delivery date. When the item didn't arrive on time, I checked the status and it was still listed as "waiting to ship." After a chat with their online CS bot, I was told a human CS rep would get back to me via email within two days. No response from Indigo whatsoever, and still no change in the status of the order, aside from the fact that now there is NO DELIVERY DATE listed. When I search the item on their website now, it is listed as out of stock in store and online. Absolutely ridiculous.

So bad experience… I ordered a toy as a present for my child’s birthday. It’s $70+, but they had good sale on it. After 1 week it was not even shipped (it was promised to be delivered in 1 week). And I had to reach them out by myself to figure out will I receive my order soon or not. It’s not that easy to reach them out on phone, it took more than 25-30 min to wait for customer service agent. The agent said that they can or investigate the case or refund the money. But I needed it as a present for birthday! I chosen an investigation and within 15 min I received an email that item is out of stock. But it’s not true. The website is showing that item is available in the stores but for regular price. What is it: disinformation, bad service or?And after 10 days of waiting I didn’t receive the item and they didn’t refund the money. And to get my refund again it’s me, who should contact them spending 1 hour of my time. PLEASE, don’t believe this company, their promotion. EXTREMELY BAD SERVICE,
NEVER AGAIN

I had purchases two separate orders from the Black Friday sales. When neither order had been received by the expected date I went to the pickup store to inquire. I was told the order was in progress but I wasn’t able to track it. A few days after I followed up again and was told that the order was placed and it was simply delayed. I tried the virtual assistant with no help and it sent me to a live chat member who notified me one of the toys I had purchased was not available in stock and would I like to cancel my order. It did not answer when I asked if I was ever going to be notified that the items was out of stock. I will not be ordering online from Indigo ever again. Buyers beware.

I am Canadian and would love to be able to buy my books from a Canadian company rather than Amazon. However, the latter is so efficient but Chapters Indigo is not. The "virtual assistant" never seems to answer my specific questions. I was trying to get an invoice for a book that I had ordered and was shipped to my local Coles here in Toronto. For me it is a tax deductable expense. No packing slip and no invoice. I went to my Chapters Indigo account, found it but it did not have any details of my previous purchases. Was this because I had changed my password? It shouldn't be that all my details have been wiped clean. So, to resolve my problem, I phoned customer service: 20 minutes yesterday listening to irritating musical jingles and 30 minutes today. Finally a Chapters representative responded and the issue was resolved.
I would thought that the CEO, Heather Reisman, would want to know about how daily transactions are conducted or not, as the case may be, but there seems to be no way to contact her office.
I am still steaming and angry at the time I have spent on a simple request

Never have I EVER been treated so badly by a company. Had a delivery today to my store and the box smelled so strongly of weed. I am sure the driver was smoking in his vehicle. I was embarrassed to have the parcel in my store as I'm sure my customers thought it was me smoking. I opened the box (which contained gifts for this weekend for visiting family) and the items inside also smelled. One of the books was to be for my sister who is very allergic to smoke, one of the other items (a camera) is for a little girl. I can't give this item to a little girl with it smelling like this. Called customer service and in a condescending manner was told by the rep "well you can put it in a window and the smell would go away". In what world is it okay to talk to someone like that AND that it's okay to deliver a parcel smelling like that. Was then told to call the company that delivered the parcel. I told him I purchased from Indigo and it's up to Indigo to deal with the situation. After much back and forth was put through to a Supervisor (I am now over an hour into this call), he agreed this was unacceptable and he said that he would ship out another order. Problem is they can't guarantee it's arrival for the weekend. They then offered my $5.00!!! are you kidding me. After much back and forth he said to me "You know it's legal to smoke weed in Canada" again - this is now making me angry. I told him we weren't getting anywhere to please give me a case # and I will take this where I will get results. He then said to me that the next delivery for the replacement might not be the same driver and then started laughing. I told him I'm so glad he finds this amusing and I want a case # now and a phone number. He then hung up on me - 1.5 hours wasted with no resolution. I will be cancelling my rewards program and will most likely never step foot in Indigo again. I run a retail store and would never treat a customer this way