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Consumer Complaints and Reviews

on
Satisfaction Rating

I had a 3 books published with and have only received like $14 in royalties. I KNOW they are not paying me because my friend ordered over 10 for his bookstore AND I NEVER GOT MY ROYALTIES!!! I then searched Amazon and found that 53 BOOKSELLERS ARE SELLING USED COPIES OF MY BOOKS but STILL NO MONEY TO ME!!! I sent emails, tried to call and finally they called me and said "Oh, these are people listing your book and if you buy from them WE will ship it..." Complete BS because my friend listed 5 of them in his possession!!! Thieves. All of them. STAY AWAY FROM LULU!!!

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I tried self-publishing my first book and I thought I would try Lulu. They gleefully and happily took my $2,700. I also had to pay to have it separately edited. Thank God I did not use them or else I would have been looking at thousands of more dollars for editing. Now here is the big rub! I cannot get Lulu to get the search terms right for the major sellers like Amazon, Barnes & Noble, etc. If you search the key terms for my book that I gave them, you cannot find my book on the big sellers unless you enter the specific title. I have worked repeatedly with customer service and all I get is excuses. My sales are in the tank 1 1/2 years after the release of my book because no one can find it.

I have had to spend more money to try and market it myself - which then Lulu makes more money because they print the book. Of course, Lulu tried to sell me a huge package of thousands of dollars to market my book that I turned down when I told them no one could find my book on Amazon because the search terms were wrong. Makes me wonder if I was set up to sell me the marketing package. I have more books in the pipeline with one almost done! I will NEVER use this company again!

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Mainly dissatisfied with Customer Support. I made an order from Lulu and I found out that I wanted to add a different name on the shipping address so I decided to cancel it. I didn't get any refund so I contacted customer support. First response came to me 4 days later but they didn't mention anything about the refund so I made another ticket. I waited another 4 days for a response to come in. The person in the email said that my bank has made a pre authorization and not a final payment. However by the time the response came to me, the pre authorization was already sent to Lulu. I wrote another ticket now and I am hoping to get my money back. I originally planned on making the order again but after two weeks of still waiting for a solution and the fact that the customer support takes so long to respond, I most likely will not make anymore purchases on lulu.com.

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Response to email inquiries is very slow and never provides an adequate answer. Revenue not showing up on my profile even when I provided an order number that shipped 3 months ago.

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I have published my own books, plus those for clients, through Lulu and frequently recommend them. I love that they offer hardcover books, which CreateSpace and others do not. I have just published a book of my own in the spiral-bound format. I have not used their paid promotional services because I do that myself--for myself, and for clients. I have called Customer Service and have had remarkably astute and polite assistance, even when I called at 3 minutes before their closing time! I actually heard the CS assistant whisper "Have a good evening," to a co-worker, but not in an unpleasant tone. She was not hurried and very patiently explained the answer. I had read something wrong, and she told me where the answer was on-screen. Duh. I feel for anyone who has had less than stellar experience with Lulu. My experience has been remarkably wonderful!

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I am a best selling author that was looking for a wider experience than my last publisher offered. LuLu was recommended by a group of Authors I am friends with, but they had no idea how awful of an experience I was going to have. I paid the $1999.99 fee immediately and with a smile on my face, I thought I was in for a great experience. Since my payment, my first Coordinator quit (supposedly) and it took a week for anyone to contact me about it. My new Coordinator is Barb ** and she is just as worse as my last one. It took 3 phone calls and 5 emails to finally get someone there at LuLu to accept my manuscript. When I finally submitted it, it took three more days for someone to recognize that the email was received.

I received an email yesterday from my Coordinator telling me that my book needed a few changes, but they were unaware I had my book professionally edited by a local company in Tampa. No changes were needed and they are just stalling. They allegedly have a proofing content department and since I just read all of these bad online reviews, I am going to ask for my money back and I have found a more reputable publishing company to help me. Stay away from LuLu because all they want is your money upfront and a 1000 excuses to not publish it.

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Not a stellar company. Lulu produces a fairly decent print book, but the ad campaign is sorely lacking. Not having a small fortune to start with, this leaves a person at a handicap. Lulu requires an upfront payment for an ad campaign, and has no particular interest in your product. They made their money whether you do or not, opposed to a company that would generate a campaign and then take out their cut on a per book basis. Overall, I'm a bit underwhelmed. As an "independent" publisher, they certainly live up to the name. You end up feeling VERY independent... and alone in all this.

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Using their services to publish a book. It seems as though I should have higher sales rate than I did. I had compared to other authors who had been published elsewhere. They were getting numbers of book sales yet I was not seeing the reviews, the sales or the author revenue. It seemed unusual to say the least. In fact at one point after a few months when I first published there were more "used" books for sale than I had sold in "new" books (how does that happen?).

Testing the system, I purchased a pile of books from various distribution channels. I check on my account 6 months later and only 3.3% of the sales were reported from the publisher. That's a conservative figure because There surely were a few random sales thrown into that mix. Quite disappointing. It could be that the print houses aren't reporting. Does not really matter. I'm done with them. Quite disappointing.

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I paid a tremendous amount of money to LULU so they would edit and publish my script, however when it came to the cover, which I provided, they decided to be impossible. I had my own image, but they refused to use it unless I could somehow PROVE that this was my own image. I mailed back and forth for weeks, with absolutely no help from their side whatsoever. Completely unflexible towards individual needs and unwilling to help you.

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I've been thinking of writing a review for Lulu. They have created a quality product with my book, yet through one line emails I don't think many of the team members realize that people are putting HUGE INVESTMENTS in their projects. HUGE... Many cases everything they've got. It's business, I get it. They want to keep the money coming and send people on their way. And yes, many of us feel foolish for doing it. The guilt is colossal as well. Because what I very well may end up doing in the end is filling out my Schedule C form for taxes next year claiming this as a COMPLETE LOSS. It's life, yet has serious effects.

People want to know that the team they are pouring TONS of money into consider their project seriously. I know everything is business, but Lulu is EXCELLENT at taking your money and sending one-liners. Everyone says "Feel free to call" and they are very busy and can't take constant calls, but in my experience these last 6 months, I've made 5 phone calls? Two being to the consultant selling me my expensive package, one to Carolyn and one to marketing. The response on the other line is not helpful and not welcomed, it's a bother. Lulu has called me MANY more times to ask me to pay more money every step of the process. The team is quite friendly there until you explain you can't possibly bleed another penny.

I can only hope and pray for the semi-success of the book. It'll surely be a lesson learned if not. I am not trying to be a best seller. But with it being a solid book and ALL this marketing I still hope for a recoup of this money at the very least. Time will tell. Lulu is "so-so". They certainly take your investment for granted. They do not care about bleeding you of everything you've got and sending you one line emails to get you out of their hair. Caution there if you've LOVE being attended to.

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I would not recommend the use of LULU for any type of project. Their customer service is very unhelpful and their uploading software is archaic in terms of not being flexible or catching errors in the uploading process.

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Overall, I do not recommend Lulu.com for self-publishing. I did the $1000 basic package. There has been very little feedback and creative input. There have been many, many e-mails. Some even automated and wrong. The only thing they really did was format the text, which takes less than half an hour, and create a cover, which I'm sure they took from stock. There are also many hidden fees for late changes. This was not explained at the outset. I have another book that I needed a small change to with Lulu.com and the person who helped me originally said he had no idea who to speak to or how to make the changes even though I was more than willing to pay for it. Very disappointed.

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I have used Lulu to publish a number of types of books and am very happy with their printing quality as well as their author support. Once when there was a technical issue, they replaced all of the books at no cost to me or my client. I've noticed that with the different Print On Demand companies, it's usually garbage in - garbage out. Years ago when just becoming accustomed to graphic design programs I made some mistakes and found the folks at Lulu very helpful. Many new authors come into this with the idea that if they publish it will sell. In my experience, most sales happen when an author is there signing. This goes for all self publishing.

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I submitted a book manuscript for self-publishing and had a representative/Lisa ** explain the rules, guidelines and procedures. I asked several times for a schedule but they would not provide one. I asked specifically about copyright editing and line editing. Lisa told me that after my manuscript was reviewed the company may have suggestions on content. I agreed and waited for 5 weeks.

Lisa contacted me and said, "We have rejected your manuscript". I asked why. She told me that, "Some of your statements are outlandish". I asked which statements. She provided a list of them. I read them all and said that the bibliography has provided the quotes that other sources have made. I was just quoting other sources. She told me that she was sorry for being the bearer of bad news, but the company's decision was final. I asked, what happen to the discussion about the company recommending retracting some statements. She said the decision is final. So much for the company offering any advice.

Part 2 - Refund. I asked Lisa to refund my money. She told me she would start the process. I asked, "What process?" She told me that her company had a procedure and that she would initiate the procedure. I ask the question of when will I have the money. She could not give me an exact date. I contacted my credit card company and they told me that they have a 10 day period to return the money. I waited and waited. I called Lisa and she obviously didn't want to talk. I asked to speak with her boss Donnovan. He refused to call me.

Then the head of customer satisfaction Eugene ** contacted me. What an **. I asked for an accounting and he forwarded to me immediately. He told me that he didn't want to talk with me again. I told him if there is a problem with their accounting "I will be calling you". He told me to "If you want to talk to someone call your bank". I went to another online publishing company and they reviewed and approved my manuscript within a week. DO NOT DO BUSINESS WITH LULU. THEY DID NOT MAKE GOOD ON ANY OF THEIR PROMISES. Then you as a customer will loan them money on your paid fees.

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Terrible first and only experience with this company. Purchased a book for $99. I then downloaded 2 different software readers, per their recommendation, neither opened the book correctly. Uninstalled the software, and reinstalled per their instruction... still didn't work. Followed more of their suggestions, still no solution. After spending over 2 hours on the trying to open I requested a refund. Their response was basically, keep on trying different applications to open the book we sold you which won't open properly... sorry... good luck. Nice. Very nice Lulu.com.

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I purchased a package for my book to be published. After Lulu took my money they go and tell me in order for my book to be publish it has to go through a content evaluation which has to meet their standards. Not one time did anyone from Lulu Publishing tell me that upfront, and if they would have I would not have gone with them. I sent my manuscript to them three times and each time they rejected it. I feel they want me to put my books how they wanted to be and I don't think that's right. This is my book and I should have it how I want it. I was told I have two more chances to send it back to them and for them to accept my manuscript and if they don't they're going to terminate my contract and not give me a refund. I think that is ** because I paid to get my book published and they're refusing to publish it.

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I bought a book of Guitar chords from Lulu recently (Fourths tuning by Alessandro de Sanctis). But on receipt it was unusable, as it had no instructions on how to use the hundreds of chord diagrams, which strings to miss and which fingers to use to form the shape. I was disappointed, and contacted them thinking I would have the normal internet shopping protection to send it back for a refund as I had bought it blind. They were polite but didn't want to know. I am disappointed on two fronts. It was a shame the book was unusable, but online retailers like this who do not care about customer satisfaction nor the quality of the products they distribute leave consumers with very little choice. They also almost guarantee the domination of the big but easy to deal with businesses such as Amazon.

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One year ago I began the process of publishing a 100 page book with Lulu. I paid their fee and submitted the copy in 6 x 9 format and PDF format. Lulu required that I submit in Microsoft Word and remove all images, which must be provided in a separate file. Did this, then several weeks later was told to enter the images back in each page. Weeks would pass before anyone would respond to e-mail correspondence. Lulu notified me that I would have to provide written permission for each image and photo. All but two photos were taken by myself. Two were taken 77 years ago, with no hope of finding anyone to provide permission. Lulu demanded that I replace other images from their list of images, then charged me for them. After countless attempts to correspond with their representative, I asked that they return my money and we would abandon efforts to publish. They did not respond.

Now, one year later I am no closer to publishing or receiving money back. I have maintained a copy of all correspondence between myself and Lulu, and given that to the law firm that represents my business. This is the rudest, most unpleasant and shabbiest excuse for a company I have experienced. I'm sure they must have handled some customers better or they would not still be in business. I would just like to receive my money back and be through with Lulu.com.

UPDATED ON 09/25/2015: After eleven months attempting to publish a book using Lulu, I finally gave up. I uploaded my book to a POD (print on demand) publishing company and within ten days had copies of a beautifully printed book. I asked Lulu for a refund of the $1,244.00 they had received to process my book. After several attempts to get a response, I was finally told I would receive a refund of $250.00. Weeks have gone by, and after several attempts to obtain the check, I have received nothing. Perhaps some have had good luck with this company, but my experience was miserable from every standpoint. Oklahoma City author.

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I purchased a package that cost 2 grand, I received back a product that looks like a pamphlet. Nothing I asked for was completed, cover designers not able to produce, all areas of wk very poorly done in an attempt to get the consumer to spend more money. When send back to author for review all changes cost extra. You can tell in areas of service the individuals you deal with are trained to milk you out of cash. They attempt to be rude and try to intimidate you into paying more, in my case of publishing my book, I paid to have my own editor as well as but my photo I gave lulu on the front as my cover, all they needed to do was put book together, this was even done intentionally wrong. When I wanted it corrected I was told I would be charged more. All employee are rude and try to intimidate you as the author.

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I looked up an author and book online which brought me to Lulu. I purchased the book, but when I received it, I realized that most of the material was already online. Since I had paid $44, including shipping for a 144 pg paperback, I contacted Lulu and let them know I was not satisfied. After 3 emails, I was informed the book was custom printed for me and there were no returns. Didn't see that policy when purchased.

on
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Avoid. They are available to talk prior to sale and will promise whatever they need to make the sale. Then they are unavailable to help. They only want to communicate by email and virtually never provide a complete answer on concerns. Money spent was more than I had planned and results were much, much less.

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Today I called your company to straighten out a billing problem I had with a book purchase I'd made a couple of days ago, when my Paypal account bounced the debit back to me due to a lack of funds. I had already straightened it out with Paypal, and was calling Lulu.com just to make sure that you'd gotten paid OK, and that the order had indeed gone through with no problems on your end.

The gentleman who answered the phone sounded like a back-room pressman, resentful of the fact that, interrupted from his work, he was being made to answer customer service calls against his will. He hung up on me before I could explain my situation to him. Really, Bob? A company that has empowered creators in more than 225 countries and territories to produce nearly two million publications available in six languages (from your own website) hanging up on a paying customer by an obviously disgruntled worker? Is this the kind of image you wish to project to your customers who purchase books from your site? It made me feel like I’d just gone into my favorite restaurant, and the waiter, to demonstrate his resentment of having to wait tables for a living, held out my bowl of soup and poured dog poop into it, right in front of my face. Is this the kind of reputation and word of mouth you are attempting to build a successful business on?

When googling Lulu.com today, searching for an address to write to, I came across forums with many similar complaints. Usually when I encounter a company that is so poorly run as to generate this many complaints, my suspicion is that this neglect of good customer service comes from the top down. My suspicion is that you are too cheap to hire a customer service department. Please, Bob, feel free to correct me here. Tell me it isn’t so.

And if this is the way you treat your paying customers who bring you business, I shudder to think of how you treat people that you don't like. For every person like me who takes the time to actually sit down and write you a letter, there's probably a thousand angry people quietly fuming to themselves about the poor treatment they've received at your hands, who simply won’t bother to write you. They figure what’s the use?

The problem with CEOs is that they never take the trouble to experience their own company the way a customer does, and so they never get to have the lovely experience of being mistreated by their own company. As soon as someone hears that Bob Young is on the phone, the red carpet comes out, and you are given the royal treatment due a CEO. The rest of us aren’t so lucky.

Take the criticism, Bob, and fix your broken company. Otherwise, it’s been nice knowing you. I won’t be doing business with your company anymore because you’ve given me every reason not to. I will be sure to warn all my friends and acquaintances about this experience, and I will be looking forward to finding a competitor who knows the meaning of good customer service.

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I've been publishing my book through Lulu for a while and on the whole have been fairly happy, as I've done everything myself and literally just uploaded files and done the distribution. A few weeks ago I realised I needed help with EPUB formatting / conversion to get it into the iBooks store, which is something I need to do quickly as another project depends on it. After looking around some freelancer websites I thought "Why not use Lulu as I already work with them and they can also submit it to Apple for me?"

Unfortunately, Lulu, while quick to take my money for the service and send me the initial instructions, basically disappeared for weeks, ignoring several emails I'd sent. It took an angry post on their forum, 3 weeks later (the advertised lead time for the service on their site is 1-2 weeks) to get someone to look at it, tell me nothing has been done and that there is further action required on my part. Why didn't they tell me this weeks before when I asked? No answer was given and the person in question ignored everything in my email that wasn't directly related to him doing the job. Compensation? I was hardly even offered an apology.

I await to see the results of the conversion now, having done my part, but the whole experience has made me realise Lulu really doesn't care about individual customers. Maybe they have too many customers to be able to give proper attention to everyone unless they pay thousands of dollars, but they also seem to be completely unconcerned about providing poor service. If their lead times are longer because of the holidays, why not let people know? My bet is because then people might go somewhere else. If you care about your business, don't order services from Lulu. Find a freelancer or a small company with good reviews and give your money to someone who cares and doesn't make you feel like you're money's not good enough.

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We paid Lulu $999 to format and publish our book, with promises that it would make it very marketable. After some difficulties, it was printed OK. However their website turns out to not have any provision for editorial and media reviews the way Amazon does. This completely wasted the review/endorsements we got from famous NY Times best-selling authors. When we tried to include them as our own multiple customer reviews, they were reformatted by Lulu to all run together with no bold, underlining, or spaces between them.

The book pages look very unprofessional. Lulu simply says their system does not provide for any other formatting. We are now forced to have all the websites promoting our book use the Amazon link instead of Lulu's, which results in much lower royalties for us.

I wrote them a certified letter demanding they respond to this, and 30 days later, no response. In addition, when I want to send copies directly to reviewers, I can't include a note saying who it is from and why. So I have to have books shipped to me and then resend them. Meanwhile, their marketing guy kept calling trying to get us to sign up for their expensive marketing services. Are they kidding? Do these people really want to sell books?

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Consumer Increased Rating!
3

lulu has resolved all problems, turns out to be nothing more then a communication problem, they were sending emails to an old email account that I had closed just prior to the finishing of my formatting and design cover..

Paul of Troy, NY on

Original Review

I have paid $429.00 for formatting and book design, on 01-18-13. They finished the book design and the final revision of my book which I had confirmed needed no changes to the formatting 8-12 weeks ago. I have made close to a dozen inquiries as to the status of my book over the past 2-3 months and they do not reply with an adequate response. The website does not show a contact number in which I can call to talk with someone. All they do is send me a survey with no information about my book and when it will be ready. My order number is ** and my reference number is ref: **. I would like either my finished book in print or a refund for my paid services. Thank you.

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I recently submitted some poems that I selected from my journal that I have been keeping for over 10 years to Lulu Poetry.com, but when I search the site I cannot find my work. I am really upset by this and want to be able to locate the pieces I submitted into the contest. Any help with this is appreciated. As of right now, it does not seem that the people of Lulu are holding up their end of the agreement and if that's the case, then I want my work back.

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I had ordered a couple of books via lulu.com in Oct. authored by a potential client. The order was placed on Tuesday and I paid extra for expedited delivery (2-3 days) so I could review the books over the coming weekend. The books didn't arrive until the next Monday--no sooner than if they had been sent via regular mail.

There was no complaint tel. no. to call to seek a refund of the expedited amount. Eventually, I found an email on their site to which I wrote asking for a delivery charge refund. That was 4 weeks ago and I've heard nothing. They will never get my business again.

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I recently submitted a poem to their contest. Only to find now it is a scam, baiting people to enter. And now they have my poem and I received nothing. My daughter submitted one also and they claimed she didn't exist.

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I started writing poetry at Poetry.com and had a few on there. Now that lulu has taken over, I cannot just do what I use to do on poetry.com. Just type in my name or the authors name and boom the page came up with names and titles for poems. You click on one, the poem pops up and there you go. Now its like a circus. You need to jump through hoops and there is no guarantee you see your poetry. To make matters worse, you cannot contact them. I say pull them off the net!

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'Lulu Poetry' bought out the domain name poetry.com, after the organization of Poetry.com had been exposed a fraudulent. I am sorry I cannot give this a precise date, but I think it was about two years ago. The site, where members of the public are invited to contribute poems of their own to compete for a daily or weekly prize, has no adequate 'Contact Us' facility on its website, to make corrections for example to the personal data that one has entered on first registering with them. I rather like the principle, and the site, and the idea that poets worldwide can get together to discuss and improve each others' work.

I have several times in the last few weeks had to ask for a password reset. I always receive something suitably obscure, such as the latest, 'Eg7NDx65', with a recommendation to 'change the password' to something you will remember as soon as you receive it. This does not happen. There is no facility on the site of 'Lulu.com' or 'poetry.com' tenable to this, nor any 'contact us' facility at all.

Lulu.com Company Profile

Company Name:
Lulu.com
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https://www.lulu.com/