Review Time
My worst shopping experience ever at the Manulife Centre location! My dog and I got unwanted attention from the staff. My dog is well-behaved and I was walking around quietly, looking for a gift for my friend. Why did your staff all of a sudden calling on me from my back asking if I need help. I was startled and felt disturbed. Indigo, you should train your staff better to respect potential paying customers to create a pleasant experience, but the potential is now gone!
My worst shopping experience ever at the Manulife Centre location! My dog and I got unwanted attention from the staff. My dog is well-behaved and I was walking around quietly, looking for a gift for my friend. Why did your staff all of a sudden calling on me from my back asking if I need help. I was startled and felt disturbed. Indigo, you should train your staff better to respect potential paying customers to create a pleasant experience, but the potential is now gone!
Absolutely useless and dysfunctional retail outlet. Little surprise it’s doing so badly financially. There is zero attempt to improve or to change things. They don’t fulfil orders on time, my items have been sitting in the warehouse “awaiting shipment” for two days now. My delivery estimate date was also a lie. Customer service has zero idea how to help or even any means to get in touch with the warehouse or escalate the issue. I have been provided no solutions and will most likely have to file a dispute to get my money back. Meanwhile other outlets are offering literally same day delivery. Indigos’ troubles aren’t because people have stopped reading books; they are because of their own doing and incompetence. If you want your items in time and preserve your sanity, do not order from here.
Indigo was very quick to fix the problem I had with a damaged book they shipped me. They didn't have the stock to replace my item and refunded me without a hassle. I understand most people only leave a review here when they are upset about their experience, but I think it's undeserving. Over the years I have yet to have a bad experience with Indigo.
I placed a book order with Indigo on the 1st, only to find out later that UPS flagged my address as incomplete—despite everything being correct. After going in circles, I reached out to Indigo’s customer care. “Jose” flat-out refused any solution except returning the book to their warehouse. I asked if they could simply ship it to a nearby store—which seems logical—and was told “no way, not possible.” I asked for a supervisor—denied. I was told to call back after four hours. In the end, they couldn’t reroute the book (even though it was still tied to my order) and then told me it’s out of stock. In short, zero flexibility, zero accountability, and awful service. I’ve now asked for a refund and will happily shop elsewhere. Amazon, here I come!
Without a doubt, the worst online experience I’ve ever had. Ruined Christmas. Was promised it would be delivered 2days before Christmas, item was finally delivered January 3rd. Every customer service representative lied about my item, even told there was a “natural disaster” that delay shipment. 12 days late, and deplorable customer service who don’t care. Absolute dumpster fire of a company. 0/10 Will NEVER spend a dime on this company.
My complaint is about Indigo online, not the store. Every time I try to order something the website gives me crap. It complains about the phone number format but doesn't tell you what it wants; then after fiddling around with it you can get it to finally work. If I try to order an ebook, it says I have to do so from the Kobo website which worked last week, this week it doesn't work. Keeps saying I have to update my payment information. It's a valid credit card. I removed it and entered it again. Still says the same thing. I finally said the hell with it and downloaded the books I wanted from Amazon Kindle. I tried to Buy Canadian but Indigo & Kobo's websites scream, "Please go to Amazon, you just wasted an hour of your life you'll never get back!" Gift cards are a pain in the ass too. You can't do anything here without asking for help from customer support.
What absolute rubbish 'customer service'. When I placed the order for 2 items I was informed that both were expected to arrive well before the 25th. I paid extra for 'express shipping' for one item in the hope of ensuring it would arrive before Christmas. Chapters Indigo chose to send it via UPS and, of course, UPS has no idea when it will arrive (It picked it up on the 15th and it was supposed to arrive on the 19th). The other item was supposed to arrive on the 17th but now Cda Post states that it won't arrive before the 30th. I had hoped that Chapters Indigo would be honest about delivery dates but evidently that was too much to expect. I'd wanted to support a Cdn company but this is the last time I order from this one.
I purchased an egift card online to be emailed to the recipient. I received an email saying it has been delivered but it hasn't. The same thing happened in the spring. I had to contact Indigo several times in the spring to get the issue resolved. Now, I'm waiting again to hear from Customer Service since the gift card has not been sent. This is unacceptable. I will NEVER buy a gift card from Indigo again.
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