ComplaintsforIndigo Canada Inc

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 2, I placed four orders on indigo.com (***********, ***********, ***********, and ***********). Each order was for $169. To pay for each order, I transferred $169 to an Indigo gift card balance just minutes before placing each order. However, on January 5, Indigo cancelled all four orders, leaving me without the items I ordered and a $676 Indigo gift card balance that I have no use for. I request that Indigo issue a $676 refund cheque to my address rather than providing a gift card refund. Thank you, ***** ********

  Business response

  17/01/2024

  Hello,

   

  Thank you for your request. I am sorry to hear that your orders were cancelled. Looking into this it seems that they were cancelled due to stock shortages and therefore unable to be fulfilled.

  When this happens Indigo will automatically refund the charges to the method of payment used at the time of purchase. In this case, as the method of payment was giftcard, the refund was returned as such. We do not hold the ability to exchange giftcards for cash or cheque to any other method of payment. 

  I apologize if this does not meet your expectations but I thank you for your understanding in this. Please also note that giftcards to not have an expiration and can be used at any time. Should the items you wish to purchase become available again the giftcards can be used at that time.

   

  Customer response

  17/01/2024

  Complaint: ********
  
  I am rejecting this response.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********* ******** ********** ********** Indigo put my books in someone else order. 2 items missing from order which was gifts for friends. ********* ****** *********. THEN it gets worse. I then allegedly get a refund a week later still nothing. Called credit card company and bank and confirmed there is nothing preventing a refund from occurring. Indigo claims an error processing refund and only the billing team can fix this. Literally impossible to reach them. Escalated to multiple supervisors, nothing. Left completely empty handed **** ** *** ********* ****** *** ********, at the very least refund the customer. Billing Inquiry [Incident: ************** Refund not processed [Incident: *************]

  Business response

  03/01/2024

  Good Day,

  I have looked into this customer's, ********* *******', incident tickets to track the resolution for his complaint.

  The incident ticket referenced ************* was updated on December 28th, 2023 by our Order Support Team, confirming that a refund was processed for the customer on this date.
  
  Due to the busy holiday season our teams did their best to address the customer issue as quickly as the incident was escalated to the correct team for resolution.
  
  Kind Regards,
  Marilee D.

• Initial Complaint

  20/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received two items (books) damaged. The damaged was sustained in the packaging process and not the delivery of the items. I called customer service, explained the issue and that I wanted my money back. Instead of issuing me a return label, I was told to “prove” the damage by sending pictures to them, which I did. Then no response until I had to follow up with customer service again. I am often told “someone will reach out to in 24-hours, 48-hours, etc.” and no one ever does until I call customer service again. I’ve even received comments such as “I give you my word that someone will follow up with you in 24-hours.” Apparently, giving your word is just as false with this company as their commitment to good quality items. I was told that my money will be returned to my payment method “urgently”; 7 days later, still waiting. First purchase of two books arrived damaged (books damaged, wrap box intact). Second delivery of same items, I was sent the same two damaged items, not new as promised. I get lip service and promise that a supervisor will follow up within 24 hours and no one does. I shouldn’t have to go to ****** **** to return the same items for a second time. They should come pick up these items instead. Big waste of my time this company. When it comes to online orders, Indigo is quick to withdrawn the funds from my noted method of payment. This is triggered by the creation of a mailing label for the item. The items can wait days and in come cases weeks before shipped, but they have access to the funds regardless if the item has been shipped or not. The customer will start looking up the tracking number provided only to receive that a tracking label has been created and no indication of when the items will be shipped. This is often the status for several days. ** *********** ******** ****** ** ********* ** ******* ******** ** **** *******

  Business response

  03/01/2024

  Good Day,

  We take every Better Business Bureau complaint seriously. 
  
  I looked into the customer, ****** *****'s, order history records and can confirm that the customer returned their order items to an Indigo store and received a full refund on December 20th. From our records the refund transaction was successfully processed on this date.
  
  This complaint has been addressed and resolved as outlined above.
  
  Kind Regards,
  Marilee D'.

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because I was promised follow up from a supervisor to address this concern and weeks later there still has been no follow up. Staff continue to promise me follow up and action only to get me off the telephone. I'd love for you to follow through with your promise and follow up. 
  
  Sincerely,
  
  ****** *****

  Customer response

  10/01/2024

  To whom it may concern, 

  Yes, I have received the refund for this item. What I haven't received is the follow up promised me by this company. 

  Sincerely, 

  ****** *****.

• Initial Complaint

  14/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What I buy is ******* winter light puzzle and what I get is ******* Merry moonlighter skater puzzle

  Business response

  27/12/2023

  Thank you for reaching out. 
  
  We are sorry to hear that you received an item that was different from what you expected. There was an error on the product page's listing, and it has since been corrected.

  We can see that you have shipped the incorrect items back to our warehouse using a prepaid returns label. 

  Once this arrives at our warehouse, your refund will be processed. 

• Initial Complaint

  13/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Chapters Indigo regarding my recent order, placed on Nov 25, with the order number #***********. The total amount of the order was $178.06, included of a **** ********** ******* (original price $79.99, sale price $63.99+TAX) and a ******** ****** **** **** Multi-Pack 100 Exposures ($94.99+TAX). Unfortunately, my package has not been delivered, and I am encountering significant issues with the resolution process. The tracking information indicates as Delivery Exception - Apartment, despite someone being consistently at home. No delivery notice was left, and there was no phone call from the delivery driver. During the period, I connected Indigo's customer service 3 times since Dec 5, there has been no resolution. The latest status on my order is been returned to the sender. When I contacted Indigo regarding the issue, they refused to replace the order due to the ******** Multi Pack 100 Exposures being out of stock. Instead, they offered a full refund, even though the identical product is in stock - the ******** Single Pack 20 Exposures. I suggested adjusting the quantity to 5 packs to maintain the total exposures at 100, but this request was denied by the agent, citing differences in price and quantity. Furthermore, they can only offer me a full refund and the discounted amount I received on the order (which is $16 from ****, not for the 100 Exposures). I requested on escalating the matter and speaking with management. The agent assured me that someone would call me within 4 hours, but I have yet to receive any communication. This situation is highly frustrating, and I believe it reflects a lack of commitment to customer satisfaction and a failure to fulfill the terms of the transaction. Please help me in investigating this matter and ensuring a fair resolution, such as receiving the desired product or an appropriate replacement, as well as addressing the inconveniences caused. Looking forward to your response. Thank you

  Business response

  14/12/2023

  Hello ,
  
  Thank you for reaching out. We are sorry that your order was not delivered as expected, and apologize for any disappointment that this has caused.
  
  We have set up a replacement order for you for you and we are shipping to you as quickly as possible . Your replacement order number is ********* and we'll keep you posted by email when your new order is processed and when it ships. Of course, there won’t be any cost for the shipping.
   
   The shipping confirmation email will include the tracking number for the new shipment, and a link to track it every step of the way.
  
  We are were also incredibly sorry to hear about your experience with our customer service and not getting the help or contact back that you needed. We will be reviewing these interactions to ensure that our process for contact back and escalation gets followed.
  

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order and item was never shipped out. So I cancelled the order and it remained “pending cancellation”. No refund to my method of payment (gift card). A week later the cancelled order was changed to “awaiting shipment” by the company. I also phoned customer service and they wouldn’t assist me. They refuse to cancel an order they can’t fulfill and they won’t return my money.

  Business response

  11/12/2023

  Thank you for bringing this to our attention. We apologize for the inconvenience and confusion this may have caused; Upon investigation we see that the a refund has been provided in store and are happy that a resolution was reached. Should there be any further concern please reach out to our customer support line and we will provide additional assistance.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a package online from Indigo for the holidays (on Nov. 14th). I wasn't delivered. I called customer service about this issue. I still have another package that is yet to be delivered separately and has still not arrived. It is 2 weeks late and an additional missing package. I have been in contact with customer service about this, giving them my order number multiple time and I have heard nothing. ***** *** ********* *** ******** ***** **** * *** **** ******* ** **** *** *****  Order #: ***********

  Business response

  11/12/2023

  Hello, 

  We apologize that your order was not received as expected. 

  We have processed refunds for both parts of your orders, and you will see this returned to your original payment method in 3-6 business days. 

   

  Thank you, 

  Customer response

  11/12/2023

  
  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

  27/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am order no. ***********. I learnt about 4 weeks ago that a car seat we purchased from Indigo had been recalled. I found out the recall for the **** **** **** *** ** ** Recall #: ******** only affected those manufactured after March 2023. Having bought the car seat in September, 2023 I did not think this applied to me but checked the manufacture date nonetheless. To my surprise it was July 13, 2022. This means Indigo knowingly sold me a recalled car seat after the recall had been made public for 6 months. If having not seen the post on a ******** group I would have had no knowledge that the car seat base was defective. This meant that Indigo sold a product having the potential to endanger my children. I reached out to Indigo and explained the situation as well as the severity so they may check their existing car seats, other consumers and request that either I receive a new car seat. I have only received a response asking me to verify the manufactured date. I was civil in my interactions but this has not got me anywhere so I would like to escalate the request and the severity of the company selling defective car seats.

  Business response

  02/12/2023

  Thank you for your patience as we looked into your request. 

  
  Our product quality team has provided the following information:
  The ***** recall was for specific models only, and the vendor had reached out to us and had given us the list for items that were specifically provided by us at the time of the recall. ****** *** **** ******** ******** *** *** **** ** ******** *********
  The UPC for your product was not included in the recall.
  
  If you require further information on this product, you can contact ***** directly for next steps.

   

  Thank you, 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  During the Friends & Family November 2023 sale, I placed an order. My credit card was charged and there is no record of my order. I did not receive confirmation, nor is it in my account. I have reached out by phone and could not get through after hours on hold. I also reached out via email and social media with no response. I would like this charge reversed on my credit card.

  Business response

  21/11/2023

  Hello, 

  This has been addressed by our order support team, and information has been provided regarding this order.

  Customer response

  21/11/2023

  
  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

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oct 31, I saw a charge of $12.59 on my debit account. I have not purchased anything from chapters indigo since March of 2023. There is no reason for them to even charge my debit card. Why are they storing my debit info and what was charged for $12.59 ? I’ve called and keep getting a run around. I had to cancel my debit, go to my bank for a new card, I was in the phone for hours today. I want the charge reversed immediately and also would like to know how this happened.

  Business response

  11/11/2023

  Hello,
  
  This charge was processed in error in regard to a previously cancelled order. This has been addressed by our order support team. 
  
  Thank you, 

*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. ↩