Indigo, the Canadian-rooted bookseller and lifestyle retailer with a growing US presence, has been drawing more customer service attention lately, especially as shoppers debate whether its Plum rewards program still delivers value in 2026. Common complaints include billing errors on Plum points and delayed or missing orders, themes that surface repeatedly across review platforms. Indigo has logged over 80 complaints with the BBB in the last three years, holds a 1.6-star rating on Trustpilot across roughly 300 reviews, and carries a low customer service score on PissedConsumer. You can reach Indigo by phone, email, live chat, or social media. Visit Indigo at https://www.indigo.ca.
Best Ways to Contact Indigo
Here is a quick-reference table of every confirmed contact channel Indigo offers. Use this to pick the right path before you waste time on the wrong one.
| Contact Method | Details & Availability | Best For |
|---|---|---|
| Phone | 1-800-832-6177, Mon–Fri 9 AM–9 PM ET, Sat–Sun 9 AM–6 PM ET | Urgent issues, billing disputes, escalations |
| Live Chat | Available at indigo.ca/en-ca/customer-service, during business hours | Technical support, order questions |
| Via contact form at indigo.ca/en-ca/customer-service | Non-urgent issues, formal complaints | |
| Social Media | @indigo on Instagram, @IndigoStores on X (Twitter) | Public complaints, quick visibility |
| Help Center | indigo.ca/en-ca/customer-service | Self-service, FAQs, order tracking |
Every channel above has been cross-checked against Indigo's official site. If a channel is not listed here, it could not be confirmed as active.
Contact Channels in Detail
Each verified channel is broken down below with step-by-step guidance so you know exactly what to do when you get there.
1 📞 Indigo Phone Support
| Department | Phone Number | Hours (ET) |
|---|---|---|
| Main Support | 1-800-832-6177 | Mon–Fri 9 AM–9 PM, Sat–Sun 9 AM–6 PM |
| Billing / Plum Rewards | 1-800-832-6177 (ask for billing) | Same as above |
Call flow tips:
- When the automated menu picks up, say "agent" or press 0 repeatedly to skip to a live rep faster.
- Have your order number or Plum member number ready before the call connects.
- User reports on Trustpilot suggest hold times spike on Monday mornings and the day after a major sale event. Mid-week afternoons tend to be shorter.
- If you are disputing a Plum points charge, say "billing dispute" early in the call. That phrase tends to route you to someone with actual account authority.
2 📧 Indigo Email Support
| Purpose | Contact Method | Average Response Time |
|---|---|---|
| General Inquiries | Contact form at indigo.ca/en-ca/customer-service | 3–5 business days |
| Billing or Plum Disputes | Same contact form, select "Billing" topic | 3–5 business days |
Tips for a faster reply:
- Subject line: Be specific. "Order #[number] not delivered" beats "Problem with my order" every time.
- In the body, include your full name, email on the account, order number, and a one-sentence description of what went wrong.
- Attach any screenshots of error messages or charge confirmations. Agents move faster when the evidence is right there.
- Response times can stretch to 7 days during holiday periods, based on user complaints on PissedConsumer.
3 💬 Indigo Live Chat
- Where to access: indigo.ca/en-ca/customer-service, then click the chat icon in the lower right corner.
- Steps to start a chat:
- Go to indigo.ca/en-ca/customer-service.
- Look for the chat bubble icon at the bottom right of the page.
- Click it and select your issue category from the menu.
- Type a brief description of your problem.
- If the bot cannot resolve it, type "speak to an agent" to request a human.
- What it handles: Order status, return questions, basic account issues, Plum points inquiries.
- Escalation: The chat bot does escalate to a live agent during business hours, but you may need to ask directly. If it loops you back to the same FAQ links twice, just type "human agent" and it should transfer you.
4 📱 Indigo In-App Support
- Available on: iOS and Android (the Indigo app is confirmed on both platforms).
- Steps to access support through the app:
- Open the Indigo app and log into your account.
- Tap the profile icon in the bottom navigation bar.
- Scroll down to "Help" or "Contact Us."
- Select your issue type from the list.
- Choose chat or browse FAQs depending on what is available at that time.
- What can be resolved in-app: Order tracking, return initiation, Plum points balance questions.
- What requires a phone call: Billing disputes involving charges, account closures, and escalated complaints. The app does not give agents the same account access as phone support does.
Estimated Response Times from Indigo
| Contact Method | Expected Wait Time |
|---|---|
| Phone | 10–25 minutes on hold (longer on weekends and post-sale days) |
| 3–5 business days (up to 7 during holidays) | |
| Live Chat | 5–15 minutes to reach a human agent |
| In-App | Similar to live chat, 5–15 minutes during business hours |
Based on patterns from Trustpilot and PissedConsumer reviews, Monday mornings and the 48 hours following a major promotional event are the worst times to call. If you can wait until Tuesday or Wednesday afternoon, you will likely get through faster. A recurring complaint on PissedConsumer is that the chat bot cycles through the same three FAQ suggestions before offering a human, so budget an extra few minutes for that loop if you go the chat route.
Before You Call: What to Have Ready
Do not pick up the phone without these. Seriously, it will save you from being put on hold twice.
- Your order number. It is in your confirmation email. Find it before you dial. The agent will ask for it within the first 30 seconds.
- The email address on your Indigo account. Not your current email if you changed it. The one you used when you placed the order or signed up for Plum.
- Your most recent transaction date and the charge amount. If this is a billing issue, know the exact dollar amount and the date it hit. Vague descriptions slow everything down.
- Your Plum member number (if your issue involves rewards points). It is on your Plum card or in the app under your profile.
- A screenshot or note of any error message. If something broke on the site or app, write down the exact error text. "It just did not work" is not something an agent can act on.
Tips to Reach Indigo Support Faster
- Call mid-week in the afternoon. Tuesday through Thursday between 1 PM and 4 PM ET tends to have shorter hold times based on user-reported patterns. Avoid Monday mornings entirely.
- Use live chat for order and return questions. It is genuinely faster than phone for anything that does not involve a billing dispute or account closure.
- Skip the phone menu. When the automated system answers, say "representative" or press 0. Some users report that pressing 0 twice in a row gets through faster.
- Ask for a supervisor early if you have already called once. If you are calling back about the same issue, say upfront that you have contacted support before and need escalation. It skips the first-tier script.
- Try X (Twitter) for visibility. Tweeting at @IndigoStores with a brief description of your issue sometimes gets a faster response than the standard queue, especially if the post gets any traction.
- Desktop beats mobile for live chat. Several users on Reddit note that the chat widget loads more reliably on desktop browsers than on mobile. If the chat icon is not appearing on your phone, try a laptop.
Where to Quickly Solve Common Indigo Problems
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| A billing error or incorrect charge | Phone support | Have the charge date and exact dollar amount ready. Phone agents have the most authority to issue refunds or credits. |
| A missing or delayed order | Live chat | Faster than phone for tracking issues. You can paste your order number directly into the chat window. |
| Plum points not applied or missing | Phone (ask for billing) | Points disputes often require account-level access that chat agents do not always have. |
| Can't log in or password reset | Help Center (self-service) | Try the self-service reset at indigo.ca first. Only call if the automated reset email never arrives. |
| Technical glitch or site error | Live chat | Copy and paste the exact error message into the chat. It speeds up diagnosis significantly. |
| Filing a formal complaint | Phone (ask for a supervisor) | A phone call with a supervisor creates a clearer record and a better shot at a real resolution. |
| Return or exchange issue | In-app or live chat | Initiate returns through the app first. If the return window shows an error, escalate to chat immediately. |
Additional Helpful Links for Indigo
- Help Center: https://www.indigo.ca/en-ca/customer-service
- Start Live Chat: https://www.indigo.ca/en-ca/customer-service (chat icon, lower right)
- Billing Portal / Order History: https://www.indigo.ca/en-ca/account
- Report Fraud or Phishing: Contact Indigo via the customer service form and select "Security" as the topic
- Download the App (iOS): https://apps.apple.com/ca/app/indigo-books-music/id370417047
- Download the App (Android): https://play.google.com/store/apps/details?id=com.indigo.android
- Cancel Subscription / Plum Membership guide: How to cancel Indigo
How Pine AI Can Help You Contact Indigo
Indigo's customer service ratings have been sliding, with Trustpilot reviewers in the past year repeatedly flagging long hold times and chat bots that never actually resolve anything. If you have already tried once and got nowhere, that is not a coincidence.
Pine AI handles the whole thing for you, start to finish. The average customer saves around 240 minutes by skipping the phone tree entirely.
Step 1: Tell us your issue. Describe what went wrong with Indigo. We will ask for a few account details to get started.
Step 2: Pine gets to work. We navigate the menus, sit on hold, and handle the back-and-forth. We do not just open a ticket and walk away. We stay in it until something actually happens.
Step 3: Your issue is resolved. You get a confirmed result, not a "we'll look into it" email. No retention pitches, no runaround. Just your problem handled and your time back.
Frequently Asked Questions about Indigo
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