Think twice before applying to the Rideau location - Customer Experience Representative Indigo Books & Music Employee Review

I’ve worked at the Indigo Rideau location for over 2 years and have also taken shifts at other Indigo stores in Ottawa. The difference in management is significant. While other locations offer more professional and respectful leadership, Rideau consistently struggles with communication, fairness, and overall employee support. At this location, evaluations and scheduling often feel inconsistent and subjective. Some employees are micromanaged, while others receive noticeably different treatment. Shifts are sometimes scheduled to end at :45, presumably to avoid paying the 15-minute break. Unless you’re among the manager’s favourites, your hours may be limited, and you’re often told the store cannot afford more shifts, while others are frequently called in. There is intense pressure to push Plum memberships, promotional products, and charity donations. Not meeting certain quotas can impact your standing. Despite this, employees are paid minimum wage, given increased responsibilities, and are "rewarded" with in-store gift cards, which send money right back to the company. Recognition rarely matches effort, and the holiday season is the only time when hours are guaranteed. The general manager and leadership team frequently show that profit comes before employee well-being. If employees genuinely mattered, treatment would be more equitable and compensation would reflect the workload. While there are opportunities to speak with the general manager, most employees avoid them, not because they don’t care, but because the environment created does not feel safe. When concerns are raised, they are often dismissed or met with irritation, even if the feedback is respectful and constructive.So what do people do when they don’t feel safe enough to speak up? They vent in the staff room. It is not healthy, but when employees are burned out, unsupported, and unheard, it becomes a coping mechanism. People end up trauma bonding about how much they dislike their jobs, how they are constantly applying elsewhere, and how exhausting it is to show up every day in that kind of environment. The work culture often becomes one of mutual frustration and burnout, with employees regularly talking about transferring or quitting. Feedback is discouraged, even in anonymous employee surveys. The leadership will encourage people to talk to them about anything but obviously when the environment is this bad, people are going to lie and say that they have nothing to say. Because we know our feedback will be dismissed. Training in diversity, equity, and inclusion (DEI), and how to interact with vulnerable members of the community, is sorely lacking. This becomes especially apparent during Pride Month or Black History Month, when there is a noticeable absence of meaningful recognition, like highlighting authors from these communities. But it doesn’t stop there. The lack of DEI focus shows in the employees they hire, the people they choose to promote, and the way customers, especially those from marginalized backgrounds, are treated. When it comes to unhoused or vulnerable people entering the store, empathy is severely lacking. I know Rideau Street can be chaotic, but people are still human beings. If someone quietly rests on a couch or chair, they are often treated like a nuisance and quickly removed by security. It is uncomfortable to witness, and it is disheartening to work in a place where people in need are not shown the smallest ounce of dignity or care. If you're looking for a short-term role, it may be manageable. But if you're seeking a healthy, supportive workplace with long-term growth, I highly recommend applying to another Indigo location or to another company entirely. Management team, ask yourself why so many people have quit or transferred to other Indigo locations. Do better by your employees. Treat them fairly, evaluate them with integrity, and treat the broader community with basic humanity.