Chapters Online

Thought I would save $30 by ordering a course textbook

online from Chapters. That was in October 2006 for a

class in January 2007. They said it would ship within

24 hours.

By December they said it was delayed, but they would

still get it to me in time.

January I tell them to cancel.

Three weeks later they say no - it has already

shipped.

Mid-February I ask them where it is and if it has

shipped to give me tracking number. They never reply.

March I ask again for tracking number. They say it has

NOT shipped yet. I cancel the order - they say no.

April my class ends and I never had a textbook. I tell

Chapters that I do not need the book, cancel the

order. They say no, but tell me when I receive the

book return it to my local retailer.

Two weeks later, my local retailer goes out of

business. Still no book, and no chance now of

returning it if it is sent.

July, still no book, still no information, and

Chapters still refuses to cancel.

I am very close to cancelling my credit card and

applying for a new one just so Chapters cannot bill me

for a book I have tried to cancel for nine months.

BTW, after telling my story to other people, I have

discovered Chapters is notorious for there

non-existent customer service. One friend was charged

twice and finally had to get the government agents to

deal with Chapters. Another friend told me that in

Quebec one of the universities paid for a bunch of

books and Chapters never delivered any of them!

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Comment On This

How could your local retailer go out of business? Chapters consists of Coles, Chatpers, Indigo, and Smithbooks. If you're in any sort of place near society at all there's going to be a Chapters Owned bookstore.

"I am very close to cancelling my credit card and

applying for a new one just so Chapters cannot bill me

for a book I have tried to cancel for nine months."

By the way, the second you order the book and put your credit information in, you're billed. And if it took months like you said you would have been billed for the book the night you order it, not when it arrives. So you're lying, or you don't read your credit card bill. Buying a book online is considered the same as buying a book in store, so you can return it at anytime within 14 days, or afterwards and get a credit note or an exchange. Even if you didn't have a receipt.

Chapters is not notorious for bad customers service, as you can see on this site, yours is the only complaint, and a one full of holes at that. Government agents? That makes no sense. If you're charged twice by accident, then Chapters would just refund you your money. Not a big problem. If your book doesn't get delivered, you get your money back. And if it takes a long time, employees are provided with thank you cards to give to customers who are having a hard time. So they would give you a few of those for your troubles.

BTW why would you order a book for a class months away? Don't you know the book lists change all the time? Seems a little fishy to me.