ComplaintsforIndigo Canada Inc

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had order An item and the item was not delivered indigo customer service said I would get a refund but did not provide me with one when I spoke to them I am requesting a full refund for the item that was not delivered

  Business response

  05/05/2023

  Hello,

  I am sorry that you did not receive your item though the tracking shows that it was delivered to the mailroom. Your purchase has been refunded and you should see the amount post to your payment form within 3-5 business days. 

  Thank you,

• Initial Complaint

  18/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a book on February 2, 2023 to be delivered to my sister in Kitchener for her birthday. I received confirmation of the order being shipped on February 8 and I was charged on my **** Debit on February 9. The order never arrived, and after initially believing this was an issue with ****** ****, I was told that the product was still with the distributor and ****** **** could not provide any details about it. I called Indigo starting in early March to find out what was happening with the order. I was told that it would ship “in just a few days” for two weeks before a CSR told me that it would be easier to cancel and seek a refund. I requested my order be cancelled and a refund be issued to my **** Debit three weeks ago, and have been told now that my account was never charged (I have a bank statement stating otherwise), that my issue would be escalated, and then after that “escalation” being told that it needed to be escalated further. I have also been accused of calling on days that I did not (I have phone bills that can prove which days I called), and have been treated rudely and condescendingly by Indigo CS staff. I do not think I am asking too much to be issued a refund for a product that was never delivered or a service that was never rendered. These “escalations” have gone no where, and I have now been told to wait for a managers’ call. Considering how unresponsive Indigo has been so far, I’m certain I will be waiting months (if I receive a call at all).

  Business response

  22/04/2023

  Hello,

  Thank you for reaching out to us about your order. I am sorry that it had not shipped out and that your original cancellation request did not go through. We have manually cancelled the order now and as we do not charge for purchases until the order has shipped, the pre-authorization hold that is on your payment card should drop in 3-5 business days. 

  Thank you,

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  *********** Canada post ****************  Order was returned on February 6th, delivery was confirmed by Indigo agent via email on February 7th. Order confirmation including value, indigo representative confirming delivery and canada post delivery confirmation are attached. Refund me however you may, but me waiting longer because of your cyber security incident isn't my problem. Go confirm the value with your card merchant it's $3,431.99 USD and was posted on Dec 10th (ordered dec7th). Send me a cheque if you need to.

  Business response

  28/03/2023

  Hello- We apologize for the delay in this being resolved. A refund was processed on March 17th. 

  Thank you, 

  Customer response

  28/03/2023

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Sincerely, ****** ****

• Initial Complaint

  28/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order November 4th ************. I never received part of the order ***** ******. It says it was left on my porch Nov 8th but when I returned home, the package was not there so I contacted Indigo right away. They created a replacement order for the ***** ************ but the replacement order was cancelled Nov. 12th (item was out of stock). I reported this right away to Indigo and they said they would forward this to their billing department for a refund. It has been several weeks and I have followed up with several emails but no refund has been issued.

  Business response

  30/11/2022

  Hello,

  Thank you for contacting us about the order **********. I apologize for the delay in your refund for the item *****. The order information is with our billing team and they have processed the refund to the **** used for the purchase on November 29th, 2022, and they will be assisting further with the refund back to a gift card as that was used as partial payment for the order as well.

  Kind Regards,

  Indigo Customer Service 

  Customer response

  01/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  23/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a few items online with Indigo and used a $25.00 gift card, and paid for the remainder of the balance using my *****debit card. After receiving the order, the slippers online I purchased were too big. To avoid further delays receiving a replacement via mail, I went into the local Indigo after calling to confirm I can exchange the slippers in store. On November 11 I went into the location at ******* **** ** ******** BC, I was told I would have to purchase the slippers in the correct size, and she would issue a refund for the online order via my original method of payment for $38.64. I received a receipt confirming this as well. I was concerned about how this could/would be processed but she assured me it would be processed within 5 business days. To date it has still not been refunded, I’ve reached out to Indigo Customer Service over and over with no resolution. All I’ve received is an automated email stating I’d receive a refund of $9.42, which is incorrect and I still haven’t even received that. I’m so confused and frustrated a simple exchange has turned into a chore I have to continue to follow up on with absolutely no resolution. I’ve now paid twice for one pair of slippers.

  Business response

  29/11/2022

  Hello- a refund has now been processed successfully and the customer advised of this. We apologize sincerely for the delay in this being resolved. 

  Customer response

  30/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  28/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4-$50 gift cards *** ** ******* **** **** **** ** ******* * **** ** *** *** They were ordered on Oct.9.22 online with a credit card. I received an email stating that the items were shipped and would arrive 10/17/22. 10/19/22 they still hadn't arrived, nor was there any tracking so I could see where they were. I call customer service and they stated to wait a couple more days and to call back if they hadn't arrived. 10/22/22 I called customer service again and stated that the cards still had not shown up. I spoke with ****** on the phone who stated that she would get them shipped out again right away and to wait for the email that showed the shipping. I hadn't received an email by 10/25/22 so I called customer service again at 1330, * ****** ***** *** ***** **** *** she took my phone number and stated that a manager would call me back within 5 minutes. ** **** no call so I called back again and spoke with *****, he stated that there wasn't anything he could to except to escalate it, and for me to call back in 2 days if I hadn't heard anything. 10/27/22 I called again and spoke to ******* *** **** *** ** **. I called back 10/27/22 1100 and spoke to *****. She tried to help but again stated that there was nothing she could do and she would escalate it. So 10 days, 5 calls, still no gift cards. ****** *** **** **** ******** *******, and I'm still out $200. ***** ****

  Business response

  31/10/2022

  Hello,

  This has been resolved with incident: *************. The customer was refunded for their order, and the gift cards re shipped - the original order was lost in transit. 

  Best,*****

  Customer response

  31/10/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Sincerely,
  ***** ****

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was in possession of an on-line credit with indigo/chapters of $114.56. This money was from gift cards i had received **** ****** *******. I went to the chapters web site to order a book and found out that i didn't have a balance in my on-line account. I called the indigo help line and was told they were no longer carrying customer credits and that an electronic gift card had been emailed to me on Sept 19/2022. i searched for this email and couldn't find any record of it, so i called back and the person i was talking to said they could see a balance of approx $114 in my acct. I was assured that it would be emailed to me again. it never came through and so i called again, and was told it would come trough in 3-5 business days, After the sixth day i called again and got the same assurances that my gift card would arrive. it never has and now they won't return emails that I've sent requesting my money. i was given an incident # that apparently is no longer valid. indigo profile is under my email address ****************

  Business response

  12/10/2022

  Hello, 

  We shared the details of the gift card on 10/11 in incident *************.

  This is resolved. 

  Best 

  Customer response

  12/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  29/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am having continual problems with Indigo delivery, and their courier delivers calling me as early as 6am and making me wake up to buzz them into my building or it gets returned to their distribution centre for pick-up ****** ** ****** *** **** **** ** ***** * ***** **** * *** *** **** *** *** ******** **** ******. This would be less of a problem if their delivery estimate page updated, but I get no advance notice on which specific day they will deliver so I need to be prepared and awake for multiple days--******** ** ** ***** *** *********** ** *** ** ** **** ** ** ***** *********** This is over multiple orders, but started with ********** placed on April 24. The most recent problem order was **********, delivered on August 24 where I was forced to wake up at 6:30AM. Now, support is unable to help with the issue and has referred it to Home Office, who was suppose to contact me once they looked into it. They have not, and it's been months. When I reached out about ********** the agent said no one has been working on the issue. I didn't expect an immediate response, but it's at the point where I can no longer buy from Indigo. ******** ** ** ****** *** *** *** ** ****** ****** I know when I see ***** ******* delivery I have to ensure I can be reached by phone at anytime in the morning for the next few days. It's hard to say what I hope the desired resolution would be because I don't know what options there are. **** ***** ***** ** ****** ****** **** ******* ****** ***** *** ****** * ** **** I want someone to actually look into it and at least let me know if this is acceptable to Indigo ** * *** ***** ** * **** ** **** ****** **** ***** ***** ***** ** ** * **** ***** ** ** **** * ******** ** ******** ** ** ******** *** * ********* * ***** **** * ******* **** ***** ***** ********* *** * ***** ****** **** **** ** **** ******* **** ***** ******** ****** **** ** ***** ****** ** ********* ** ****** **** ***** *** *****

  Business response

  13/09/2022

  The customer has been contacted and provided with the required details on the carrier's delivery hours. We have been in contact with the carrier and do not expect that this issue should be repeated in the future. Customer has been provided with next steps for contacting us with any other concerns about this in the future. 

  Customer response

  13/09/2022

  Better Business Bureau:
  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  thank you for helping me get some resolution on this!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on July 26, 2022 and not long after canceled it. It is going on two weeks, multiple phone calls and emails about canceling this order. Customer service twice said they would deal with it which they have not **** ********* * ** ****** ******** **** **** ******** ***** ****************** *** ******** ******* ***** *** l*** ** ***** ******** ** ***** **** ** rectify this situation and cancel the order. Order Number: ********** 

  Customer response

  29/08/2022

  Haven't had any reply from the company ***** ******* ******** *** **** **** *********** **** ********* ******** ******* ** ******** ** ******* **** * ********* *********

  Business response

  06/09/2022

  I reviewed the customers history of contact with us, and they were informed that per our cancellation policy: *********************************************************** a cancellation wouldn't be guaranteed.
  
  We offered to have it looked into it further to manually force a cancellation.
  
  A cancellation wasn't possible, and the order shipped. As a result we issued a refund for this order.

• Initial Complaint

  18/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Nov 22,2021 I purchased 6 electronic gift cards with a total value of $425. ***** **** ***** *** ***** ** ****** ***** ******* **** *** ********* ***** ******  I requested a receipt and delivery by email for Nov. 24th. This was the date ** *** *** *** each person was thanked and told a gift was sent to them to acknowledge their contribution. I also requested delivery receipts when the gift cards were delivered. On November 23rd I received 6 emails informing me that the cards had been sent to each of the individuals. ** **** ********** ** ***** *********** *** ******* **** ***** ** * *** *** *** **** ***** *** ***. On Dec. 22nd, one of these individuals contacted me to inquire about the gift letting me know that they did not receive it. I sent them the email I received with the Order number **********  detailing that it had been sent. This person connected with Chapters Indigo customer service and was able to have the card sent to them. This made me wonder why this had occurred and if the 5 other people had received their gift cards. I contacted each of them to discover that none of them had received the cards that Chapters Indigo informed me, on Nov. 23rd, had been sent. When I discovered this I contacted Chapters Indigo Customer Service on January 9th and the person I spoke to, Andre, said they would resend the cards. I asked that the cards not only be sent but that an apology be provided to each recipient ***** **** ************ *** **** ** *** **********. I was told that someone would contact me in 24-48 hours to discuss this complaint. I did not hear from anyone so contacted customer service again on January 11th at 2 pm and was provided a reply and reference number: **************. I was told that one of their service experts will respond within 24 hours. The 24 hours has long passed and I have not had any response. **** ******** *** *** ****** ** ******** ******* ** **********

  Business response

  17/05/2022

  This customer contacted us through our customer service system and we were able to resolve their issue. All gift cards were resent to recipients, the IT issue that occurred was explained, and each recipient was sent a letter of apology explaining the situation. *** ******** *** **** ******** **** ************ ** ***** **** *** ***********

  Customer response

  19/05/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The issue was resolved to my satisfaction ******** * **** ********* ** **** ******* *** ***** **** ****** ** ********** **** ** **** **** **** ***** **** **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩