Chapters Indigo online
www.chapters.indigo.ca
Back in February 2008, Chapters Indigo ran a Valentine’s Day promotion on their Web site, which involved buying a $25 Indigo gift card. I can’t remember what the bonus was, but I did buy the gift card.
For some reason, the gift card never came in the mail, even though the purchase showed up in my credit card statement. I realized this in September 2008, quite long after the fact, but I e-mailed their customer service department anyway.
I got a response the next day. According to their records, the gift card had indeed become waylaid, and they offered me the choice of a replacement gift card or a refund. I wrote back, opting for the refund, and they again responded promptly, saying it would be processed immediately. Within 3 days, my credit card registered a refund from Chapters Indigo for the right amount.
Last thoughts: I was impressed by the speed and professionalism with which Chapters Indigo handled my e-mail inquiry. It’s evident that their Customer Service staff are well trained. They must also have efficient workers in the department that handles refunds.
Some people are hesitant to shop online, because it can be such a chore to get help when a problem arises. It’s reassuring to find out that dealing with an online retailer - even if it’s about a problem - can actually put a smile on your face.
Service ++++
