I have to report that Lulu.com's Global Reach Distribution package seems nothing more than a scam.
I paid twice for a distribution package called GlobalReach a few months ago. I received a really nice email informing me, I would have my book listed within 6-8 weeks. After 6 weeks, and after talking to other others, and checking out the better business bureau, I began to grow concerned, as I saw the list of complaints against the company for this service. After several emails asking about the status of the purchase, and not hearing back, none of which were answered, I finally received an email claiming, though they had approved my book, they were now denying it because the barcode (Which they provided to me) was not black and white. I am expected to pay for the service again, and another copy of my book, approve it, and go through the whole process again of waiting 8 weeks.
The fact is, they led me to believe my book had been approved, and that they were registering it. I followed the instructions they gave me on bar code etiquette. I didn't alter it, just copy and pasted it onto my cover. Now they are denying it. If my book was unacceptable, then why didn't they respond to my previous emails?
Now, I have had to cancel all my signings, and I am loosing money because Lulu dropped the ball. No bookstore can seem to order my book through their system. Customer support has not called me back, and never responds to my complaints about their service. I find their customer service unresponsive, and their business practices questionable. All I want is for the company to follow through. I paid $75 for a service (twice now), and have seen no results, and they want me to pay again? Scam seems too harsh a word, but then again what kind of business would take money for a service, and not deliver anything?
I expect Lulu.com to deliver what they promised, and in a timely fashion. I do not want to wait another 8 weeks. Their claim that the barcode needs to be black and white. I had a copy of my book scanned, by a local bookstore, the barcode works fine. Plenty of other books out there also have black barcodes without the white background. Even so, it was the barcode they provided. Therefore, they also need to amend the documentation on their website to be more specific. Their customer service team needs to respond within the "2 business days" they promise in their emails on the website.
Unfortunately, because of the lack of responsiveness, I have contacted the Better Business Bureau. Please, if someone else has had a similar experience with Lulu.com's Global reach distribution package, please respond. Let us start up a dialogue here, and show Lulu what they need to do to help their customers, and become a better business.
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