Complaints

This profile includes complaints for Lulu Press, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lulu Press, Inc.

  700 Park Offices Drive Suite 250 Morrisville, NC 27560

  
• 

  Lulu Press, Inc.

  PO Box 12018 Durham, NC 27709-2018

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7, 2025 I purchased my school's yearbook from Lulu Press via their website (order #USD-C2605378). I paid a $13.69 fee for 2 Day shipping. According to ****** Lulu created a shipping label on May 14, 2025 ****** tracking #************), but never delivered the package to ***** for shipping. On May 16, 2025, I contacted Lulu Press. They acknowledged there was a shipping mishap and that I would not be recieving my order, but they did not take responsibility for the shipping mishap. They offered to send me a replacement order, but refused to refund the expidited shipping fee I paid even though I did not recieve the expidited shipping service I paid for - my May 7th order never shipped or arrived and the replacement order still has not shipped as of today May 20, 2025. (Lulu advises it should arrive May *****, 2025.) It is not right that I paid for a service I did not receive. receiving expedited shipping. I should be refunded for the expidited shipping costs and if Lulu Press blames ****** they should recoup any loss from ***** and not me. should taking that cost up with its carrier who messed up the shipping, not holding me responsible. Despite the expidited shipping fee I paid, my order is being delivered to me much slower than the amount of time even standard shipping takes. I am a senior in high school and my last day of school is May 23, 2025, and I am heartbroken I will not be recieving my yearbook in time for my classmates and teachers to sign it.

  

  Business Response

  Date: 05/21/2025

  Thank you for reaching out to Lulu via the BBB. We are sorry to hear there was an issue with the shipment of your order.

  As we are a print-on-demand company, everything is custom printed only after an order is placed. All of our printing and shipping times are estimates and we cannot guarantee delivery of any order within a set timeframe. We make every effort to get as close as possible to our estimates; however, unexpected delays and shipping issues, while rare, can occur.

  We see that you are already in touch with a support agent via ticket ****** and that they have placed a reorder and upgraded the shipping to try and ensure that the item reaches you as quickly as possible. Once the item is reprinted and shipped, it should now get to you in one business day instead of two as you originally selected at checkout. We are reprinting and reshipping your item to you using an even faster shipping service than you originally paid for and are doing everything we can to get it to you quickly. As the original item was shipped with Expedited as you paid for, and the new order is shipping with Express; you will receive the level of service you originally paid for.

  We apologize for any inconvenience this has caused and are working diligently to get your order to you as quickly as possible. Thank you for your continued patience.

  Kind regards,

  ****** *.
  Lulu Press

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23353929
  
  I am rejecting this response because: To resolve this matter, I am requesting a refund for the expidited shipping fees I paid. That is the issue - Lulu Press was responsible for providing the expidited shipping service I paid for, but has effectively not provided it yet is refusing to refund my expidited shipping costs. On May 7th I paid extra money to recieve my order by a certain date, which has now passed. Due to no fault of my own, the package was not delivered to ***** and I did not receive it by the date I paid a premium for. In fact, the need for the re-order and re-shipping is causing me to receive the order much slower than I would have received it had I paid for standard shipping on May 7th. (All my classmates who placed their order with standard shipping and paid less than me have already received their order; whereas me and another classmate I know who paid for expidited shipping have not recieved our orders.) Therefore, Lulu is charging me for a service I have not recieved and I have paid more for slower shipping time. Lulu's re-printing and re-shipping costs are an issue for Lulu to resolve with ****** and not with me. I paid for the item and for expidited shipping. I have not received either.  I understand I will be receiving the item next week; however, it remains that I did not recieve the expidited shipping I paid for, so a refund for the expidited shipping is required. Lulu's refusal to refund me for the excess shipping costs I paid for but did not benefit from is unethical, a breach of contract, and a very obvious case of poor customer service.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/22/2025

  Thank you again for reaching out via the BBB and support ticket.

  The support agent handling your ticket was able to get in touch with the printer and shared that your last day of school is Friday. I'm pleased to tell you that the book was able to be reprinted and was shipped out via ************************************** (1 business day delivery). I have provided the tracking link below. Please check the tracking to see where your book is in transit, but it looks like it should reach you by tomorrow at the latest.

  ********************************************************************************************

  Again we're sorry that the original package was lost and we appreciate your patience as we got this sorted for you.

  Kind regards,

  ****** *.
  Lulu Press

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 20 copies of my self-published book off of Lulu, something I have done multiple times in the past. This time, when my copies arrived, they were in horrible quality with noticeable, un-fixable flaws. Almost every single cover of my book had permanent scuff marks, scratches and signs of wear or damage. They did not look like high quality, ready-to-read books. They looked NOTICEABLY damaged. I paid over $100 to print and ship these books for an upcoming book fair and to have them arrive in such horrible condition makes me irate. I have no option but to discount these books at %50 what they retailed at because of how damaged the covers are. I find this not only abhorrent but unprofessional. And Im sure this complaint wont go to an actual human, Im sure it will be filtered through some form of AI so the response I get will be an automated were sorry for the inconvenience message, but Lulu genuinely has no idea the lengths small publishers and authors go to to just get their name out. I cant just afford to order a bunch of new copies and honestly, I dont think Im going to order from Lulu again after this. Im going to contact Lulu through email and phone if I need to to get some form of refund because this is ridiculous.

  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out to Lulu via the BBB and for alerting us to the problem with your order. 

  So that we can better assist you in resolving this issue, please create a support ticket via the following link: ********************************************************** so that our support team can help resolve the problem.

  To save time, please include digital image(s) that clearly illustrate the defects in the items received in your order. Please see the link below for detailed information on what we are looking for in these digital images: Providing Digital Defect Images (*************************************************************************************************************)
  
  If more than one item is affected, please provide a group shot of these items together showing the defect. These images will allow us to confirm the problem and provide a timely resolution. You can simply attach the images when you reply to this email.
  
  Note: Please do not upload multiple attachments totaling more than 20 MB. Our system will remove attachments that exceed these size limits and the email may not be received. Please send no more than 10 images.

  Again, we're sorry to hear there was a problem with your order and we will be happy to help you get this figured out.

  Kind regards,

  ****** *.
  Lulu Press

   

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is basically all the phone numbers that I have found to contact them with i either can't get a hold of anybody or the numbers keep transferring me to other businesses. I'd like to know why I can't get a hold of anybody. I'm trying to find out why on their website there's so many glitches including when the authors earn royalties off of their books it no longer shows on the individual's account. It seems to me like these computer glitches don't seem to be getting fixed. Every time I send them an email from my email address they don't even bother to answer me.

  

  Business Response

  Date: 05/01/2025

  Thank you for contacting Lulu via the BBB.

  We have reviewed our system with the email address you contacted us with here on the BBB and the last support ticket we see in our system is from seven months ago.
  

  While Lulu does not offer phone support, we encourage you to reach out via email (**********************************************************) or via chat, which is available Monday - Friday from 9am-5pm Eastern, and we will be happy to answer any questions you have and review your account details with you.
  

  Kind regards,
  ****** *.
  Lulu Press, Inc.

• Initial Complaint

  Date:04/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I designed a phot0 book, posted it on Lulu.com to print and perform a global distribution. When the book was submitted I was required to obtain a proof copy prior to authorizing global distribution. I ordered 2 proof books and it was to my satisfaction. The books were supposed to be printed US Letter, 8.5x11 inches, Premium Color, 80#, Coated, Hardcover, Case Wrap, Matte Cover. When I received the book and it was satisfactory I authorized global distribution of my book. Lulu posted it on ****** US to purchase as they are a partner in their global network. My friend, who was also the editor of my book ordered a book via ******. This was not via a third party rather it was directly from ******. When she received the book, she immediately called me asking me what happened with the book. As she knew the quality of my work and my book, she questioned the validity of the printing job. The book was not the book I approved. The book was a budget, low quality, uncoated book that Lulu was selling via ******. The book was printed by ****** with low standards. She sent the book back. Other customers had ordered the book, and when I was notified instructed them to cancel the book due to low quality standards. I contacted Lulu, they claim it was a third party that filled the order, which wasn't the case. It was ****** that fulfilled the order providing me and my customers a low quality book. As I had ordered a proof copy via my portal my husband was forced to order a copy via the Lulu website to insure that Lulu website was providing quality products. In addition, I had to order my editor a copy to verify the quality of the book. They claim no responsibility for ****** or ****** printing services yet forced me to buy books for proofing with each change. The proof books do not match what is being sold via their global distribution network. I have assumed they were selling buy approved book and they are not. I want my money back I spent on the books. Lulu has been deceptive.

  

  Business Response

  Date: 04/25/2025

  Thank you for contacting Lulu via the BBB.

  I have reviewed your ticket with the support agent assisting you in ticket ****** and the message here on BBB.

  Im sorry to hear that the books you ordered via ****** were not to your satisfaction. I recommend you reach out to ****** directly to address your concerns about those orders as Lulu did not have anything to do with those transactions, and they would be the only ones that can assist you with any reprints or refund requests.
  

  Lulu provides a creator controlled publishing platform. Authors can choose to sell their work on the Lulu website and/or through other retailers via our Global Distribution option if the book created is distribution eligible. Each of these options can be selected individually, and it is up to each author to choose which ones they would like to use.
  

  When selecting Global Distribution, authors are allowing their work to be listed on ****** and other retailers, as well as to be carried in the ****** catalog. Before Lulu is allowed to send the listing to these retailers, the retailers require that the creator purchase a copy of their work to ensure that what they have designed electronically prints as intended. This requirement was put in place by the retailers and is not something that Lulu requires to publish and sell on our site.
  

  Once approved and listed on retail sites, each retailer fulfills orders via their own print network. This is usually either through ****** directly (one of the only retailers to be large enough to have their own network) or in the case of other retailers, typically through the ****** network. The only time orders are fulfilled directly through Lulus network of printers is for orders placed on Lulu.com, or through our API and Direct options.
  

  Lulu makes every effort to ensure consistency in the look and feel of our printed products across our network of printers, but as with any manufacturing process, there can be some variance.
  

  When Global Distribution is selected, we send the book specifications to the retail network to try and keep this consistency; however, Lulu does not control the printers that are used to produce books from retail sites. We encourage you to address any questions about orders that were placed through other websites to the customer service for those websites.
  

  If you have any questions about the orders you placed on Lulu or questions about our site, please reply to your support ticket and we will be happy to assist you.
  

  Kind regards,
  

  ****** *.
  Lulu Press, Inc.

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! I have had a few orders made by customers from the ********************** Bookstore in which the listed price is $17 however they are charged the manufacture price ($7.90). For reference, my book is called Let's Talk About It and my pen name is ***** *********. Is there a way this issue can be resolved so I can make revenue from my sales?

  

  Business Response

  Date: 04/15/2025

  Thank you for contacting Lulu via the BBB.

  We were able to review your account and see that the only orders completed so far have been while logged into your Lulu account, therefore the manufacturing price for the sale was charged. There have not been any sales so far outside of the account.

  Please open a support ticket with our Customer Experience team so they can get more information from you regarding the attempted sales to see if we can assist you further: **********************************************************

  Kind regards,

  ****** *.
  Lulu Press, Inc.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23205497
  
  Hello! I had a customer named **** ***** who purchased a copy of my book and I don't see her transaction under revenue. To my knowledge, she paid the printing cost ($7.90) instead of the listed price of $17. Under my account, I see I've made no revenue hence why I am confused. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 04/16/2025

  I have reviewed your account and do see an order that was shipped to a **** *****. I see that the order was placed while logged into your Lulu account on April 12 which is why the purchase price was the author price and not the retail price.

  When you are logged into your Lulu account, go to your My Orders page instead of Sales and you will see two orders there that were shipped to individuals other than yourself, **** and ******.

  Please be sure not to share your log in information or allow anyone else to use any devices you have previously logged in on to submit orders for your book (or if you do, be sure they log out once they get on the Lulu site). You can also find the public link to your book on your My Projects page to share with others. It looks like a small arrow pointing to the right next to the words "General Access."

  If you have additional questions or you would like more detailed information, including screenshots and the ability for us to communicate directly about order numbers and names, please submit a support ticket. We are not able to get into specifics here on the BBB site like we can with direct email communication with you, but we can assure you that the orders were tracked and recorded correctly.

  Kind regards,

  ****** *.
  Lulu Press, Inc.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23205497
  
  Thank you for the explanation, but she purchased a copy of my book on her own credit card so I don't understand why there is nothing available under "revenue". 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Authored and published a book with Lulu Press **** entitled "I Believe" ISBN ************* in 2013 and since publishing my book I have only received a royalty of $34.66 and I am sure it has sold more copies than what I have been paid for I have contacted the Accounting team, CEO ***** *******, and the Royalty revenue staff and have been given the wrong information on my sales and I am sure as of to date it has sold a million or more copies and want to be paid accurately for my work and effort the company has made a profit and they have not paid me what they owe me.

  

  Business Response

  Date: 02/26/2025

  Thank you for reaching out to Lulu via the BBB.

  We see that you have contacted us several times regarding this matter, and in each case, a support agent has responded to your tickets.

  We understand your concern about revenue data that may have not been reported; however, we can assure you that Lulu's revenue tracking is an automated system that tracks every sale for each retail channel accurately. 
  
  If customers buy your work outside of **********************, revenue data may take six to eight weeks to post in your Lulu account as the retail websites provide their sales data based on individual reporting cycles, which can vary from retailer to retailer. All sales that have occurred for your projects can be seen on your Sales and Payments page. Please see the instructions provided to you by our support agents in your tickets on how to view this information. All sales reported to us through December 2024 have been posted to your account.

  Upon review of your account, we see that there are a few sales that occurred in 2022 and 2023. There were no sales in 2024. As the total revenue amount has not passed the payment threshold for the method selected, the revenue amount stays in your Lulu account until the revenue amount reaches the threshold. 
  
  For more information on revenue reporting, please see our Creator Revenue Guide (***************************************************************************************************).

  If you have any additional questions about your revenue, please feel free to reply to the latest email from our support team. They will be happy to assist you.

  Kind regards,

  ****** *.
  Lulu Press, Inc.

   

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22991136
  
  I am rejecting this response because: My authored project with Lulu Press **** "I Believe" ISBN ************* is available at ***************************. **********, Lulu.com, ***********, Booksamillion, *************, ****, ***************, and other book retailers since its release in 2013 and I have marketed and promoted nationwide, and I am sure it has sold more than the $34.66 royalty payment I was paid in 2016 and I have not received another royalty payment since and have reported to the Better Business Bureau to receive accurate payment for accurate sells of my project.
  
  Sincerely,
  
  ****** ******

   

  

  Business Response

  Date: 03/03/2025

  We are sorry to hear that your book is not selling as well as you had hoped. 
  
  We can assure you that all sales that have been made on Lulu or on other retail sites are listed in your account as explained previously. Any future sales will be posted there as well.
  
  Unfortunately, there are millions of books online, and like all authors, simply having a book listed on many different sites and even marketing it, does not guarantee sales. 
  
  We have some blogs and articles on our site with marketing and promotional ideas for content creators that might help you get the word out to more readers if that is something you wish to pursue, but again, these efforts do not guarantee sales.
  
  Regards,

  Lulu Press, Inc.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22991136
  
  I am rejecting this response because:

  I promoted my project with Lulu Press **** "I Believe" very well and I am sure it has sold more than what I have been paid which is only one royalty for $34.66 this is why I have reported to the Better Business Bureau to be paid for accurate sales of my authored title.
  
  Sincerely,
  
  ****** ******

   

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Lulu,An author/publisher is using your service to self-publish books with Global Distribution. When the books end up on online bookstores, they are contacting the bookstores with DMCA takedowns asking that the book be removed and then, even when the book is removed, they contact the bookstore to demand that the book be removed. When it is explained that the book was already taken down they demand a settlement of $5000 for contacting the bookstore to take down the book.The thing is that this is not only happening to us. The law firm has sued several other online bookstores for exactly the same scenario. We have found the cases online. They are a copyright troll law firm and are ensnaring the people who need to trust you to sell your author's books.Please contact me **** to help put an end to this. We are in the process of being sued for innocently offering a book for sale that one of your authors put up on your system for Global Distribution. And they are setting deadlines before they file suit.

  Customer Answer

  Date: 02/06/2025

  ****** ******

  I would not like my name to be on the public website.

  Customer Answer

  Date: 02/07/2025

  Go ahead and use my name.

  

  Business Response

  Date: 02/10/2025

  Thank you for contacting Lulu via the BBB and support ticket 677410.

  We see that a member of our team has already addressed the questions you have raised regarding the material that was removed from our site.

  Lulu is not the publisher of any of the material on our site, each author acts as their own publisher. As such, our catalog is constantly changing. We do not review books before publishers release their projects and we are unable to provide personal information or details about any account due to privacy restrictions unless mandated by a court of law. As per DMCA laws and our Terms and Conditions, we will remove any content that is reported to us as being in violation of copyright laws. 

  In this case, when the book in question was reported to us, we removed it as required by law. It sounds like you then also removed it at that time.
  
  We are not able to provide legal advice on your situation, but if you have questions about the legality of the settlement or about the legal notices you are receiving, we suggest you seek legal counsel to investigate the issue further before dealing with them.

  Kind regards,

  Lulu Press, Inc. 

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  S D

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB,I began my journey to publish my first book on July 1, 2024 on Lulu.com. I paid $4.99 for a global distribution ISBN. I had to revise the book several times because of rejections from the publisher. I hired a professional editor to format the book for the 5th time and it is correctly formatted. Lulu committed to be a publish my book. My dispute is that I have not been helped by contact support about finding a resolution to publish my book because they use automated responses that require human help. Today is January 1, 2025 and I have yet to get help from contact support. Lulu contact support is unhelpful and unethical.*******

  

  Business Response

  Date: 02/05/2025

  Thank you for reaching out to Lulu via the BBB.

  We see that you are currently in communication with one of our support agents via ticket ******. It appears from the ticket that the issue you were having with the title mismatch has been resolved.

  If you have additional questions, please reply to the ticket and the agent will be happy to assist you.

  Kind regards,

  Lulu Press, Inc.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've published 42 books with lulu.com they have software to help you with the publishing process to let you know if you forgot to put the table of contents in your book or the copyright number or the **** or whatever they let you know if you made a mistake in that process they also have policies that will probably take 10 years to read and memorize all of them I tried to publish a fanfiction one day I tried to publish it for free so I picked the lowest possible price possible $0.99 which makes you no money Well I didn't know that there was another option that said publish for free so even though I would make no money on the book at 99 cents the customer still has to pay $0.99 and I guess that's to cover the cost for Lulu to publish the book even though I make no money why didn't know that There was an option that said published for free had I known that I would have picked that option so the customer paid no money and I pay no money and I receive no money so instead of Lulu letting me know that I picked the wrong option they tagged me with copyright infringement and froze my account after I went to the companies to get information for copyright use for fanfiction and fan-made content and provided it to them my account is still locked so I want them to either unlock my account or refund my money $5 a piece at 42 books that's a lot of money especially for a disabled vet who doesn't have a lot of money and is on a fixed income they could have just told me You made a mistake here fix this pick this option but they didn't they decided to use the people they make money off of as like a punching bag here I'm freezing your account because you made a mistake Even though I'm one of the reasons you make money How is that business smart It's not But okay that's on them back on me I want my money or want my account restored I will not do any future business with them they have my past business and I will leave it there but I will not recommend them in the future.

  

  Business Response

  Date: 01/23/2025

  Thank you for reaching out to Lulu via the BBB.
  At present, any profit made off fan fiction is considered copyright violation. As a strong supporter of copyright law, Lulu will remove fan fiction content reported as violating the intellectual property rights of others.
  Even just printing a personal copy for yourself counts as copyright violation as Lulu, our printers, and/or our material suppliers are making a profit off these copyrighted works, even if the project creator is not.
  If this type of content is reported and found to be in violation of our Terms & Conditions, the account it was created in will be permanently suspended and ALL the works in that account will be taken down. 
  
  For more information, please review Lulu's Membership Agreement (*******************************************************).

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22838413
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/24/2025

  Your business model is poor. It was accidental and I provided copyright permissions from the companies. Return my money since you won't restore the account via your poor business practices.

  

  Business Response

  Date: 01/24/2025

  Our team has reviewed the material that was provided. At this time, the material is insufficient to prove that the owners of the content have provided permission for these items to be produced.

  Therefore, access to the account remains revoked and no funds spent on the material or its production will be refunded as outlined in our Terms and Conditions: *******************************************************

  Lulu Press, Inc.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22838413
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/27/2025

  Star Trek is getting back to me with something more specific, yet they need time. Despite that. Your choice to not refund my money while using your unethical business practices is unacceptable. Please refund my money. Thank you.

  

  Business Response

  Date: 01/27/2025

  Access to your Lulu account has been terminated as per the Terms and Conditions which you agreed to upon creating an account on our site. As per paragraph 8 of those same Terms and Conditions, no funds will be paid to you while access to your account is suspended as shown below:

  Lulu reserves the right to place a hold on any payment or remove Creator Revenue based upon suspicious activity, including but not limited to, potential fraud, copyright infringement, claims by third parties and/or questions regarding rightful ownership of the account, or other violations of these Terms.

  As mentioned previously, the material submitted thus far has not provided reasonable evidence to reinstate your account. If you are able to provide sufficient evidence, your account may be reinstated. Please see paragraph 6 for more information on submitting evidence to our Questionable Content team.

  *******************************************************

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22838413
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/28/2025

  As you have reiterated the same thing, as will I because nothing new and productive is being brought to this exchange. You are using poor business practices, and since you refuse to restore my account, refund my money in full. More that the 210, every *****, taxes, fees, everything. Please and thank you. Respectfully.

  

  Business Response

  Date: 01/28/2025

  Access to your Lulu account has been terminated as per the Terms and Conditions which you agreed to upon creating an account on our site. As per those Terms and Conditions, no funds will be paid to you while access to your account is suspended. In addition, all items that were purchased on our site have been fulfilled and/or shipped to you. As every purchase on Lulu is for a custom made product, we do not accept returns or offer refunds on properly manufactured items and ebook fees are non-refundable.

  More information on these policies can be found in our Terms and Conditions: *******************************************************

   

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22838413
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My book titles were in global market for 3 years now. and now they took it out, as if ISBN missing, which is not true. The reason is they are NOT WILLING TO PAY even a ************* is a disgrace and shame.lulu *** is the only self-book multilanguage publishing site, and they act cruelly.

  

  Business Response

  Date: 11/18/2024

  Thank you for contacting Lulu via the BBB.

  Our distribution partners have recently modified their review process, which has caused changes in the requirements for books to be entered or kept in Global Distribution. With those new requirements, all newly submitted or revised projects are being reviewed and some authors may find they need to make changes in order to continue to have their titles listed on retail sites. Please know that we are doing out best to inform our authors of the changes the retailers enact as they occur, and we encourage you to check our website and our Common Retail Distribution Rejection Reasons article if you should receive a new warning or error in your account. (**************************************************************************************************************************)

  In regards to the revenue from sales of your work, we can assure you that Lulu's revenue tracking is an automated system that tracks every sale for each retail channel accurately. If customers buy your work outside of **********************, revenue data may take six to eight weeks to post in your Lulu account as the retail websites provide their sales data based on individual reporting cycles, which can vary from retailer to retailer.
  
  For more information on revenue reporting, please see our Creator Revenue Guide (***************************************************************************************************).

  We see that you have been in communication with a few members of our Customer Experience team regarding these recent changes. If you have additional questions specific to your revenue reporting or other questions about your projects or account, please reply to the last communication you received and the agent will be happy to assist you.

  Thank you again for reaching out via the BBB.

  Kind regards,

  Lulu Press, Inc.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22563865
  
  I am rejecting this response because: They should  have sent a SAMPLE page, how to make  changes. I asked, they NEVER did. ISBN is/was there on the front page. for interior page I asked a SAMPLE which they never sent. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/19/2024

  We are sorry that the new distribution requirements are causing you additional work. Unfortunately, they are not something that Lulu can change or overwrite, and we must adhere to them in order to ensure our author's content is included on retail sites.

  I see that you have been working with an agent and that you provided them with a sample of the type of copyright page you intended to include. The agent then indicated where the page should be included and what other items would need to be changed on your projects in order to be eligible for distribution; as well as providing our current Distribution Guidelines. A sample copyright page can be found in our Copyright FAQ, located here: *****************************************************************************

  Please continue working with the support agent, they will be happy to answer any specific questions that you have in relation to your projects and account.

  Kind regards,

  Lulu Press, Inc.

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:

  Thanks.

  Lulu publisher helped me to create the page they needed.

  Please close the case.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******