ESG and DIE meet customer satisfaction ... and fail. Miserably. Remember the days when people were hired based on their ability to do a job? Me too. Seems like those days are behind us. Chapters / Indigo provides a prime example of hiring policies where incompetents run the show. Simple story and short. I placed an online order. They charged me. Fine. Three weeks later I had to go looking (the online rigamarole) to see whether my book was ready to be picked up. It had been there for two weeks. Did I receive an e-mail notification or even a telephone call? No. When I wrote a note of complaint, they simply cancelled my order. Idiots. One simple transaction, not rocket science. Wouldn't be a big surprise it they go out of business. They've certainly lost mine. read more

Came from the movie and surprised that at 9:30 that this Chapters is still open. Yeah. Great place to kill time too or just browse around. So like most Chapters this one has a Starbucks inside. I do like the tidiness and nice layout here. Its inside Chinook mall so there are plenty of parking inside the parkade and outside. It has almost any book that you are looking for and if they don't have it, you can order it online. Cool. They also have interesting souvenirs too. read more

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This is about my online experience ordering to this store. I'm sure everyone at this place is friendly and helpful. But good Lord, the online experience in ordering a package for delivery TO this store... I went on the Black Friday sale and selected a board game to be delivered to this store. As it was a gift, I didn't want the recipient to accidentally open it when it arrived at my house. After hearing nothing on the supposed day of delivery, I called the store. They said it was in transit and would arrive in a couple days. I can only guess this was wishful thinking. 8 days later, I called online customer service. I waited on hold for 40 minutes. This is where the total gong-show begins: It was never even shipped. Supposedly, it's "in stock" online, but they just can't ship it. "Why?" you may ask. Well I suppose that's just one of the many mysteries of life. The cynic in me thinks they boosted their Black Friday sale with things they don't actually have. Which is illegal, by the way. It's against the Consumer Protection Act to have false sales. I tried navigating their website's "Chat With Us" feature to get some help. It's automated and entirely broken. It asks for your order number and your postal code and then just...quits. At least I know Indigo's AI will never contribute to the Skynet future from the Terminator movies. This thing is dumber than rope. It does literally nothing but waste your time. Which I'm realizing is probably the point. As to my experience on the phone with a real human after all that holding time: The CSR online assured me the issue would escalated. She said I would get an email in 2 hours confirming this was being dealt with. 48 hours after that, I still hadn't been contacted. I called back. I waited on hold for an hour and then they closed and I was disconnected. So, I woke up early and called them as soon as they opened on their time. 6 am my time. 20 min of hold. Then I was told that the issue was escalated, but that escalating it means I'll be contacted in 7 to 10 business days!!! Will they ship the thing they supposedly have? God only knows. Will it go out of stock while I wait? Probably. They are still selling it on their online store despite being unable to actually send it to one of their stores. This isn't a new product that is hard to get. It's been around for years. Will I get it before Christmas? Lol. Unlikely. I think what IS likely is that they'll try and refund me and they won't honour their sale. Just a giant waste of my time and energy. It's back up to $70 and I supposedly got 30% off. I can't stress enough that this isn't the fault of the people at this store. This is on Indigo's terrible online portal, pathetic customer service, and seemingly fraudulent business practices. Update: I talked to someone at this store who claimed they could only offer apologies. I asked if I paid full price today whether they thought I would get the gift shipped. Dead silence. When I straight up accused them of fraud and hung up on them, they called back and promised I would hear back in 1-2 days. Nothing so far. She probably meant 1-2 weekdays which means I might hear by Tuesday next week. It was probably another lie. This was the same store that told me it was "in transit". Update 2: I was contacted by a customer service rep via email 2 days after talking to the person in the store. They sent me a $20 coupon and promised to resend the order. At this point, I'll never shop with them again so I guess I'll give the $20 coupon to someone else. Guess what, though? A day later and they still haven't sent an email confirming the new order I was promised I would receive. And the new order number I was given? Totally bogus so far. Doesn't exist. Will it become active when they actually process the order? Maybe. But I have what you might call a "funny feeling" that this whole thing was a major misdirect to feign doing something because I refuse to take a refund and want my order delivered. Will it ever get here? Probably not. I think I'm out $55 (minus the $20 gift card I'll never use): read more

I like this Chapters. I love having the Starbucks right next to it. Not sure which company is responsible for the bathrooms, but the bathrooms are always dirty. The toilets don't flush right, and bad bathrooms leave me less interested in hanging around to shop read more

Review is solely based on most recent experience--usually would rate this a 4 star company. Wanted to purchase the Starry Night jigsaw puzzle that was listed on the Indigo website. Unfortunately, the downtown location does not carry puzzles. However, the Chinook location stated there was 6 items in stock. I made the trek out to Chinook to discover no Starry Night puzzles in sight. After asking an employee, I was informed there was stock in the back, but the puzzles were under piles of other inventory so they would not be able to give me the product. Instead, they went online in search of other locations that had the puzzle I was looking for--I was not in the mood to travel to yet another store to hear the same excuse. Long story short: don't advertise having something in stock if you in fact don't and/or are too lazy to retrieve it from the back to make a sale. Going forward, the website inventory is no longer reliable and I will have to resort to ordering online or taking my business elsewhere. read more

I usually go to the Chapters in Crowfoot and Dalhousie, but I had other errands to run in the mall and figured I would stop in for a coffee at Starbucks and look for some books. Thinking I would be in here 15 minutes max....well I spent a good couple hours in the store. Besides my latte purchase, I ended up buying some thank you cards, some cute initial mugs,a couple of prints to frame and the 3 books I was looking for. A very expensive couple of hours. Well worth it. There is tons of staff, all friendly and always around to help. Lots of selection in this huge store and best thing, a great place to kill a couple hours if you ever have that luxury. read more

This isn't a review about this location but rather about the company itself . Chapters is good that it allows for shipping when you buy online to a store that's closest to you . For over $35 they ship for free . I ordered twice online with no problem . However the most recent time I tried to pre order and the order form said expected by September 7th . I wait patiently for a week only to find out it hasn't been shipped . I look at the catalog and apparently they don't even have stock yet despite the book being released a week ago . I had to cancel my order and got an e book instead . The refund was processed quickly My suggestion is that perhaps they shouldn't allow ppl to pre order if they don't have stock coming in. read more

This Chapters is such a nice convenient location for me, because it is in the Chinook mall, so driving to and from it and parking is always extremely easy. If I have a book in mind that is more obscure I will go to some of my favourite used book stores, but for that easy to find coffee table book, this is the perfect place for me. Easy in, easy out. The browsing terminals are many and finding a book is relatively easy, you simply punch in a title and voila: your options! These terminals tell you, book titles on your topic, whether it is in supply in the store, where it is at other Chapters branches and how you can order if you have the time to do so. Service is hit or miss however; I usually attract two types of service people here, ones who know directly where the book is in the store and waste no time in leading me to it or others who have no clue what I am asking for and have that deer in front of headlights look. Well it's okay, we have got the browsing terminals to look at. Complaints are only two. Number one: Tables at cafe are sometimes filled with people who have obviously finished drinking their beverages but plan to stay all afternoon. And number two: Not enough browsing tables and seating anywhere in Chapters, just the occasional chair. I want to sit down and spread out my finds so I can make my picking easier but there are no places to do that here. Other than these two complaints, Chapters usually has the best selection and prices in the city on newer books so I often frequent here because I can be assured I will leave with what I am looking for. read more

I usually go to the Chapters in Dalhousie, but I had other errands to run in the mall and figured one stop shopping. I spent a good couple hours in the store. It was wonderful! Got some new notebooks, random books I didn't plan to get, plus the books I was looking for. There is tons of staff, all friendly and ensuring your taken care of. And always have selection and stock. read more

The other day I was shopping in Chinook and I made a mini pit-stop at this Chapters. Although the location and size of this place is amazing, I've decided I'm not a fan of this particular Chapters. I find it really chaotic. You walk in and are overwhelmed by stuff everywhere. Plus things aren't labelled as well as they are in other Chapters and I had a hard time finding what I was looking for so I just left. I'm still giving this place a decent score though because generally, you can't go wrong with Chapters! Unfortunately, I just wish this particular one was a little less busy and a little more welcoming. read more

I would say this book store has the best selection of books in the city. The ambience with the aroma of coffee in the store is delightful. Staff is helpful . read more

A big, and long, Chapters book store. The good: lots of books of all ages, all sizes, all types, and also all prices. Clerks are asking if you need any help. Nice decoration section. Cashiers are friendly. The bad: not as much board and cards games as I expected. Nevertheless, this is a good place to shop for literature. read more

The reason I go to Chapters Chinook is because people are required to wear masks. Mask defiers do not have the right to place my health, other shoppers and staff at risk. Those with medical conditions can do online or curb side. What's the problem? read more

I have only good things to say about this store service wise. While their prices aren't always lower than online they are worth supporting as a local business that goes beyond to insure you find what you are looking for. Every time I walk in they always ask me if I find what I am looking for and get it for me. Seriously the best book store I have been to in Western Canada before and let's just say I love to buy books. Seriously, keep me out of there! Awesome selection which I rarely leave without 3-5 books. read more

Although this location has everything you'd expect from a Chapters (right down to a Starbucks), there is something I don't like about it. It's sooooo busy! This shouldn't be surprising being located right in Chinook Centre, but it's worth pointing out depending on your reason for visiting. If you're shopping in the mall anyways or going in for a planned purchase then it's a pretty solid Chapters. The staff here are really solid and they have a lot of inventory including good sized sub-departments for kids, toys, gifts, home, entertainment, style, paper and electronics. Where I don't like this location is if you're going in to take your time and browse, and actually sample read a book. The environment is just a bit hectic for this in my opinion. Same goes for the Starbucks, very busy and not the ideal spot if you want to do some work in a relaxing environment. If you're going to Chapters for one of those two reasons I'd recommend one of the quieter locations for sure. Also the parking lot is very busy and often far from ideal for getting in and out quickly. The exception is some of the colder winter months, people seem to be less motivated for outings if it's cold out and then this Chapters can be a cozy choice as well :). It also tends to quiet down in the evening, although some people lurk over before their movie. read more

I like this chapters because it's conveniently located in chinook mall. They added on a kids/baby indigo/ American girl so the whole thing combined, this store is pretty huge. A lot more home decor now than ever before. Awesome selection of cards/ notebooks as well. Kate Spade! My personal fave. The staff here are friendly enough, I do think they could have a better dress code, a few employees looked pretty rough today (messy hair, no socks in their runners). I dunno call me old fashioned but I would have been sent home from my job if I looked that disheveled. Also, the bathrooms by the Starbucks are TERRIBLE. Soooo dirty. read more

Mitka the young gentleman who was greeting customers yesterday afternoon made my experience sooooooooo uncomfortably awkward, I couldn't comfortably shop, forcing me to abandon my plans of browsing the aisles. He was almost TOO friendly and a bit fake with his offers of assistance. My friend and I both agreed that it seemed like he was trying too hard to help and it's counterintuitive to a profitable store. I had 250 dollars in gift cards to use and they are still in my wallet because of the experience yesterday. read more