ComplaintsforIndigo Canada Inc
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Complaint Details
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Initial Complaint
12/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a book from indigo on December 31st 2021. I have since cancelled the book because they charged my for the amount of $39.85 and put an additional hold of $39.85 to my bank. They have not released the hold. I have cancelled the order and they did refund me but they are still holding $39.85. I have attempted several times to call and get a resolution. I was told someone would contact me in 24 hours and no one has called in any of the 3 times I tried. I need this hold release from my account and since they are not cooperating I am asking the better business bureau for assistance in resolving this issue.Business response
17/05/2022
This has been resolved by Indigo. The customer was refunded and the pre-authorization hold would have been removed from their card by the card provider.Initial Complaint
24/12/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an online order on Nov 2, 2021 for in store pickup. Spoke to customer service multiple times regarding status delivery and advised me to wait. I have yet to receive my item and told to check back in 7-10 business days - I am still waiting *** **** **** **** * ***** *** * **** ** *********** **** ** ******* ** ***** ***** advertising stating the item was in stock but was actually a backorder. **** ********* ** ********* ** ******** ****** **** **** ** *** ** ******Business response
17/05/2022
The order was cancelled and refunded as the item was not available; Customer was also offered a 50% discount on another book.Initial Complaint
23/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Re: ORDER NUMBER: ********** I placed an order on October 27 for three items, one of which I received, and two of which did not arrive. According to the online order history, all three items had been fully shipped and received. I called Indigo Customer Service on November 13 to report the non-delivery. I mentioned that when I clicked on the Track Package button (TRACKING: ******************, I was taken to the web site of *********** with the message "Error: order number not found in records." The Indigo Customer Service rep was apologetic and informed me that a replacement order would be sent. When I asked when the replacement order would be delivered, I was told in 5-7 days. I emailed Indigo Customer Service again on November 18 to request a refund, as according to the online order history, the replacement order still had not been shipped, yet alone delivered. Instead of receiving a refund, I received an email on November 19 informing me that my replacement order (ORDER NUMBER: **********) had been shipped. The order is for seasonal items, *** * **** ** ********** **** *** ******** **** ** **** ** ***** * **** **** ******* ********* *** ********************* ***** *** ****** **** ********* *** ************ ************* * ** ****** **** ** ** ******** **** ******. I want a refund for goods that I've paid for and have not received.Business response
17/05/2022
Customer was refunded on 11/23/2021.Business response
17/05/2022
This customer's issue has been resolved and the order in question has been refunded.Initial Complaint
02/09/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On August 26,2021 I have placed an order for in store pick up at Indigo in Milton, Ontario. The store advised me to cancel the transaction as the products were not in stock and order at a later date. I cancelled the order within 30 minutes of ordering but the money was already taken from our banking. I have waited over a week for a refund with no help from anyone ,I contacted their live online chat, I emailed them, I called head office, I called the store no one has helped me or solved this issue. I am told my case is sent off to order support over 4 times now and still no one is reaching out to me or solving this matter. I just want my refund back I shouldn't have to wait weeks or months for it to return when the store is the one who caused all of this telling me to cancel.
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Customer Complaints Summary
72 total complaints in the last 3 years.
21 complaints closed in the last 12 months.