Chapters Indigo — Terrible Customer Service for Plum Plus member

I have been an intensely dedicated Indigo customer over a span of the last year or so, ordering dozens upon dozens of items. All of my pre-orders for series are done directly through Indigo, and I make sure to order them well enough in advance. However, Indigo continually, consistently, and frustratingly fails to deliver on items. I cannot count the number of times I have had to contact Indigo customer service because of an item that has not shipped. The majority of the time I get non-answers, like one that happened the day of writing this complaint. I have been waiting for over a week for a pre-order I made about a month in advance, and after waiting to ask about its status over the phone (because it’s the only effective manner to get in touch with customer service now), I was told that it was already on backorder and that I would need to wait about 1-3 weeks, or my issue could be escalated and I would hear form an order team in about 1-7 days). There was no mention of when I might see my item, only that I would be continually pushed away and brushed off for when I might receive the item that I paid for. I wish this was a one off occasion, but without fail, with every batch of pre-orders that I make, Indigo will find a way to refuse and delay delivering me an item in the order. I can no longer count the amount of times this has happened with just my hands. And every time it is the same response, it’s on backorder, it’s still processing, we can escalate this issue. I pay to be a member with Indigo, and this is the treatment I continually receive. It’s downright painful. I want to support a brick and mortar bookstore, but Indigo is making is entirely possible with how they treat their customers. The amount of headaches spent and time wasted on attempting to get answers out of customer service staff is downright depressing, and to make matters worse, I couldn’t even find anywhere to file a formal complaint through indigo directly. By getting in contact and explaining the circumstances and how it is possible to prevent them. It is not worth paying money and waiting for weeks to hear that I need to wait longer for a book that I paid for to be delivered. There exists countless alternatives that, at this point, I have no qualms turning to and using for my monthly and irregular purchases.