M V.

I recently placed an order for a book online with the expectation of receiving it within five business days. However, the delivery process has been quite disappointing. The tracking information provided has been unhelpful, repeatedly stating "out for delivery" without providing any real-time updates.

Despite our school operating within standard hours (8:00 am - 5:00 pm), the delivery service claimed to have attempted delivery twice and advised me to pick up the package at a drop-off location. Upon visiting the designated location, the package was nowhere to be found. The staff at the drop-off location informed me that, according to the tracking information, the package was allegedly dropped off at 19:34 hrs. Even though their facility closes at 19:00 hrs.

My attempts to contact the English Customer Service line proved challenging, with dropped calls and communication issues. Fortunately, after multiple attempts, I reached the French Customer Service line. Although the representative put me on hold, they assured me that both the Pick Up location and the Delivery Department would be in touch with me.

Overall, the service experience has been frustrating, and I will never order from Indigo/Chapters.