Complaints

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

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  Xulon Press

  555 Winderley Pl Ste 225 Maitland, FL 32751-7143

  
• 

  Xulon Press

  10640 Main St Ste 204 Suite 204 Fairfax, VA 22030-3932

• 

  Xulon Press

  11350 Random Hills Rd Fairfax, VA 22030-6044

• 

  Xulon Press

  212 3rd Ave N Ste 290 Minneapolis, MN 55401-1441

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:02/26/2025

  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.

  Greetings,

  Thank you for facilitating this complaint. I've noticed that my complaint is not public facing - is there a reason for this? Unless I am looking for it incorrectly.

  Many thanks.

  en raised concerns, staff dismissed them as issues with "my screen."3. Intimidation: During a recorded call, manager ********* repeatedly stated "I am the only one who can help you" when I requested a refund. She used a manipulative restaurant analogy and became visibly angry when challenged.4. Additional Issues: Each revision revealed new errors; I spent countless hours documenting problems and following up; I had to research fonts myself when they couldn't provide options.This situation has caused severe emotional distress and forced me to delay my book launch 3 times.I am requesting a full refund of my $1,725 deposit and I am not willing to negotiate. After discovering numerous similar complaints about Xulon online and here, I recognize this as a pattern of behavior. I've attempted to resolve this directly and have documented all communications including recorded phone conversations.I'm prepared to pursue all legal options to resolve this matter.????????????????

  Business Response

  Date: 03/16/2025

  The attached email response was sent directly to the customer, ******* ****** on March 7, 2025.

  Additionally, a direct response was also sent to the customer from our Accounting Specialist with directions for how her refund would be sent.

  We regret not being able to satisfy her desires for publishing with us and do hope this will resolve her customer's concerns.

   

  Customer Answer

  Date: 03/27/2025

  Greetings BBB,
  

  I believe theres been an error. Can you please explain why this complaint has been cancelled when we are going back and forth with the company to resolve it? On 3/13, I received a message that I had a reply from Xulon and that I had 10 days to respond to that specific email. I responded on the 19th which was within the ten days. Xulon then responded to me privately on 3/19 and I as getting counsel on how to deal with the situation.  Please see the attached response that was sent on the 3/19 that shows I am dealing with the right company. and I am now logging in to respond to Xulon, only to find that this case was cancelled and I am wondering why?
  

  You state that it was the wrong company, but how can this be since they responded on your platform? Xulon is also known as Salem Publishing. You can find this on their platform.

   

   

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22996209
  
  I am rejecting this response because:

  I respectfully decline this partial refund. I also sent an email to Xulon detailing why. Please find it attached. 
  
  Will I be compensated for the wasted year? For the numerous corrections I had to make when the editor kept failing to implement basic instructions? I spent a minimum of 7 hours on each correction round - professional time that deserves compensation at market rates. What about the days I spent scouring the internet for free fonts for the book cover - work that was Xulon's responsibility, not mine? I was left with no choice but to manage up and attempt to salvage this project, a decision I now regret. Folks took advantage of my patience and kind heart throughout this process. A partial refund is simply not acceptable given these circumstances.
  
  I am not requesting, but legally entitled to a full refund based on fundamental contract law principles. This is not a situation of a client backing out of a valid agreement prematurely. This is a clear case of material breach of contract: Xulon promised specific professional services that, after multiple documented attempts, they were demonstrably unable to provide. Because of this, I had to change my publishing date three times. The email I received from **** was professional but included many inaccuracies - from claiming I requested "special requests" to suggesting or thinking I wanted a refund for a "second cover" when the first and only cover was never finalized, to stating I requested specific fonts ( I believe on the email I wrote special instead of specific) for the book cover, when there was never any mention or complaints about any fonts I selected. In fact, I have indicated many times that I had to get font examples for them because they were selecting fonts that we never agreed to. These are not qualities of Xulon having "the best designers" as was stated to me numerous times. I have worked with many designers, and I know what to expect when it comes to quality designer services.

  I had to quickly hire a new company and start all over again last week, and in one week, we've been able to accomplish more than what Xulon provided for me in a year. The professionalism in design work is like night/day. What I received from Xulon is baffling to say the least. 
  

  Nothing stated by **** regarding the book cover logistics was ever discussed with me ( re fonts or special adjustments etc.). The fees mentioned by **** on the email do not apply here, as the issue was not about me making changes, but rather correcting a design that was submitted incorrectly and did not reflect my original request. I have addressed this numerous times, yet it seems there is still a misunderstanding. Are we also forgetting the 5 rounds of internal manuscript review and mistakes the editors kept making? Xulon tried to charge me for this as well, yet I was correcting the editor's mistakes.

  Furthermore, the contract I signed has not been honored. New rules and conditions continue to be introduced, and to date, no completed work has been deliverednot a single one.
  
  The law is clear on this point: when a party fails to deliver the contracted services at professional standards after reasonable opportunities to cure defects, the contract is materially breached. Your repeated failures constitute textbook material breach, which I've indicated on the attached document.

  These failures render the contract legally void under established principles of contract law. Your partial refund actually constitutes acknowledgment of your inability to fulfill the contract terms.
  
  My time, professional expertise, and emotional duress have real monetary value. I have documentation of all failures, that would further undermine the contract's validity in any legal proceeding.
  
  The remaining details are outlined in the attached document. I expect a full refund of my deposit.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 03/31/2025

  Date Sent: 3/29/2025 12:21:46 AM
  

  Xulon has been communicating with me privately, & they offered  a refund of 1266, deducting $459 for diagnostic review and ***** for a file processing fee. I am attaching the latest response I sent to them.
  
  Greetings,

  After careful consideration, I would like to propose a final resolution to bring this matter to a close.
  
  I note that you've withheld $459 for a manuscript diagnostic review and $71.72 for file processing. However, I was never provided an itemized list of these charges at any point in our engagement. Our agreement was for a single comprehensive fee of $3,449 covering multiple publishing services, not separate charges for individual components.
  
  To resolve this matter, I am willing to accept a deduction of $300 total from my deposit. Ive done my research and this amount:
  
  1. ****** with current industry standards for manuscript diagnostic reviews. In this case it was a sample review given.
  2. Represents fair compensation for this specific service while acknowledging that:
     - The file processing fee should be waived as it was never separately disclosed. I paid one price for all services.
     - Industry standard practice typically includes basic file processing in package pricing
  
  I'm offering this compromise primarily because of the accountability that you have demonstrated in this email. While it doesn't erase the difficulties I've experienced, your professional approach has given me confidence that we can reach a reasonable resolution.
  
  My offer to settle for a $300 deduction (resulting in a refund of $1,425) is generous considering all the circumstances we've discussed in previous communications. This compromise acknowledges the diagnostic review work performed while allowing both parties to move forward without further escalation.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******* ******

  Customer Answer

  Date: 03/29/2025

  Xulon has been communicating with me privately, & they offered  a refund of 1266, deducting $459 for diagnostic review and ***** for a file processing fee. I am attaching the latest response I sent to them.
  
  Greetings,

  After careful consideration, I would like to propose a final resolution to bring this matter to a close.
  
  I note that you've withheld $459 for a manuscript diagnostic review and $71.72 for file processing. However, I was never provided an itemized list of these charges at any point in our engagement. Our agreement was for a single comprehensive fee of $3,449 covering multiple publishing services, not separate charges for individual components.
  
  To resolve this matter, I am willing to accept a deduction of $300 total from my deposit. Ive done my research and this amount:
  
  1. ****** with current industry standards for manuscript diagnostic reviews. In this case it was a sample review given.
  2. Represents fair compensation for this specific service while acknowledging that:
     - The file processing fee should be waived as it was never separately disclosed. I paid one price for all services.
     - Industry standard practice typically includes basic file processing in package pricing
  
  I'm offering this compromise primarily because of the accountability that you have demonstrated in this email. While it doesn't erase the difficulties I've experienced, your professional approach has given me confidence that we can reach a reasonable resolution.
  
  My offer to settle for a $300 deduction (resulting in a refund of $1,425) is generous considering all the circumstances we've discussed in previous communications. This compromise acknowledges the diagnostic review work performed while allowing both parties to move forward without further escalation.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******* ******

  Business Response

  Date: 04/28/2025

  This customer has been responded to directly by Mrs. ***** **** in our **********************

  The attached receipt shows an additional refund of $370.29 being applied after her account was reviewed and reassessed. This was processed to her credit card ending in ******* on April 7, 2025.

   

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22996209
  
  I am rejecting this response because:

  They created charges that were never discussed with me. They charged me processing fees that are non refundable that was never discussed with me at any point, of ***** and a sample diagnostic review of $459, a fee that has never been discussed with me. This has been the character of our relationship. Surprise charges popping up that were never disclosed. I offered for them to take $300, as a year later and nothing has ever been completed, and they responded by saying they refunded the $370 amount. A number that they came up with -  for work that to date has never been completed - because they did not have the expertise as they promised to complete it. I informed them that I will pursue this in court. Thank you for your efforts BBB. Everyone should run and avoid this vanity press company. 

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

  Business Response

  Date: 05/22/2025

  Good afternoon,

  In previous communications, this customer informed that we would "return 100% of your funds, with the exception of fees for services already rendered." These services were accepted and approved by her when she signed her original publishing contract in August 2023 (file attached). You will note the Diagnostic review is a non-refundable portion of the publishing package cost. She was satisfied with this product and moved forward with the next stages of publishing. The File Processing fee is considered non-refundable because she received it for Free. Her full refund would then be $1,266.00

  Her initial contract states eligible refund amounts are determined by the age of the contract. Technically, she would be ineligible for any refund at all, but considering her dissatisfaction we yielded to the amount for someone cancelling within 30 days of purchasing a publishing package - 75% refund of the amount in her account. Therefore our initial response to her was to deduct 25% of the what she had paid, which left her a refund of $895.71. This payment was sent to her in March 2025. However, after further negotiation, it was decided we would return the remaining 25% to placate this situation. She received an additional payment of $370.29 back to her credit card and was notified directly by our Accounting Department.

  There is nothing more for us to refund since she was already provided the ***************************** provided by one of our editors on March 15, 2024.

  All of this information has previously been submitted to the author and to the BBB. Our hope is that our former customer can be satisfied that we have done so.

  **** ******
  Author Services Manager
  Salem Author Services.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 22996209
  
  I am rejecting this response because:
  
  What I dont appreciate are the lies.. lies.. lies. You didnt do me any favor by returning my money. Legally, when a contract hasnt been honoredwhich Ive detailed extensivelythe contract is void. Ill now handle this legally and seek compensation for the time wasted on this project, legal fees, and time spent correcting Xulons mistakes.
  
  Secondly, the receipt you attached has clearly been recently created. Ive stated repeatedly that I never received such a breakdown. You never disputed that before, and now youve suddenly created a new receipt. Your company is not ethical.
  
  Third, I knew this would happen, considering all the surprise fees, lies, and inconsistencies. So I recorded my account activity on ********************** and clicked through every tab. This information wasnt there. I have the contract and a picture of the actual receipt on the website, and what you attached is not accurate. The lies!
  
  Your company didnt complete a single project in a yearno book cover, no complete manuscript (full of errors), a partial diagnostic review, and now you expect payment? This is unethical.
  
  When I get home, Ill upload the receipt/documentation that I have. 
  
  ******* ******

  Business Response

  Date: 07/24/2025

  Good day *****,

  Our company has had a month of internal changes and I had been on vacation for two weeks. Unfortunately, I was under the impression that my last communication with regarding this author was conclusive and did not expect to circle back around again. We anticipated that if she was still unhappy with the full refund that we have provided her that she would be pursuing legal measure. 

  I have reached out to you by phone to discuss this customer issue in particular as we don't have any other form of resolution that what we have already provided her. All of the documentation (receipts for refund payments, email communication to the author from me and our accounting department, executed terms and agreements, etc.) has been provided, in addition to money refunded. What more is expected of us from your perspective? How do we move forward when there is an unreasonable request from a customer who will not be satisfied. What does BBB do to support us their long term customer?

  I look forward to your response. Thank you!

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

• Initial Complaint

  Date:02/24/2025

  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.

  About 2 weeks ago I filled a complaint about Xulon publishing and failure to answer or return calls and emails. I have sense resolved the issue with Xulon through the parent company Salem Publishing. I would like to have mu complaint marked as resolved. Do I need to do anything else?

  Sent from ***** ******* (*********************************************************************************************************)

• Initial Complaint

  Date:01/08/2025

  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 purchased a publishing package and a bulk order of my book. The books were printed and delivered. However, over the years I was unable to pay late fees. Once I was able to pay these fees, my sales rep ******** ******* blocked my email and my author login was deactivated. Thus: I still have no account of -and- no longer receive any information on royalties and the late fees serve no purpose. They took my money and discontinued business with me without explanation and the only royalties reported were approximately $10 seven years ago. Where is the disclosure of book sales? Why am I unable to login?

  Business Response

  Date: 01/09/2025

  Good day,

  We did indeed create, publish and distribute our customer's finished books in 2016. In January 2017, we were notified by the author that there was a change in contact information. Unfortunately, we have not been able to reach the author since then. Renewal fees are due annually, however, the author did not make any of these payments until 1/1/2025, finally bringing these fees up to date. Although the publishing contract the author signed in 2016 stated that a non-payment of the annual renewal fees would lead to a discontinuation of services, we did not cancel the account - only putting it on hold.

  The author has been contacted by their account *** (on 12/4/24) and was provided information on how to view their account information is in the process of terminating distribution. We will be happy to assist with any further information needed and will reach out to the author again.

• Initial Complaint

  Date:12/01/2024

  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.

   
  Complaint: 22623086
  
  I am rejecting this response because: Xulon is not telling the truth. I made several payments before falling on hard times and I contacted them explaining I lost my job and asked if the royalties could be used as my payments and I was told yes in 2022 I only asked if the renewal fee could be paid with royalties. Because my payment plan for royalties to be used  were already in place in 2021. I was told on the phone by one of the many publishing agents over the phone that I would have a marketing team working with me to do radio interviews, book signings and none of that happened. There was never a you tube video made like I was told, and whenever I asked about book sales and distribution it was unclear because the agent didnt seem to know anything. The book retail sale price was $12.49 since then the book price has increased. So if the book is not selling why has the price increased? Also I know there has been book sales because I have friends and family that have purchased the book I also know some book stores that purchase copies of the book.

  I made a payment for renewal fees for 2022 and 2023. In 2024 i responded by email that I no longer wanted to have my book distributed nor work with Xulon because I had found another publisher to re-publish my book I wrote this to Xulon in my email.

  Sincerely,
  
  Shunga Wright 

   

   

   

  Business Response

  Date: 12/11/2024

  On 10/18/2019 we entered into a publishing agreement with this author to produce, market and distribute a book for $2,998.00. A payment plan was created to assist while we started the work. During the production process, a payment was declined once. We continued to provide services as the author's finances were readjusted, and in Jan. 2020 the first copies were printed and sent to the author. In February, another payment was declined. This was corrected by the author, and we immediately released her online marketing campaign. From June - Dec. 2020 every payment request was denied. On January 14, 2021, the author emailed acknowledgement of the failure to pay the contract as agreed and promised to make payments "at a later date."

  In October 2021 we have record that the author called inquiring about how to terminate the contract and was told the existing payment plan would need to be paid in full first. No payments were made toward this outstanding debt. On February 22, 2022, our customer service *** agreed to the **********************'s request to use proceeds from the sale of the book to pay off the payment plan. However, only 2 books have been sold since that date and the royalty balance is currently $10. In addition, the signed agreement states :
  

    * If author's royalties do not exceed $25 in any royalty period, Xulon Press reserves the right to hold such royalties until a minimum $25 royalty payment has been reached.
  
    * If the author has an open payment plan for the publishing package, Xulon Press will hold royalties earned until the package is paid for in full.
  
    * Xulon Press reserves the right to deduct unpaid renewal fees or any other unpaid past due balance from author's royalty account.

  With regard to the additional complaints about marketing, I can only presume there are the result of misunderstandings about what we provide. We are not a marketing or public relations agency, but we do provide various tools to market a finished book. The author may have been told they should pursue book signings and radio interviews (as should all self-published authors), but we do not offer those services. We also have no record of any complaint or request for editing of the online advertisement videos that were created for this book project, otherwise, adjustments would have been made to the author's satisfaction.

  As of today, the outstanding balance due on this finished project is $1,860.00, yet we were faithful to produce and then provide distribution this book for 5 years. I have attached the signed payment plan agreement to this form.

  Customer Answer

  Date: 12/11/2024

  This business is not telling the truth.  I did make several payments to them. After losing my job I contacted them and explained I was having hardship and ask if they could use the money I received for royalties as my payments. I was told yes.  I never contacted them about termination of the contract in ******************* 2024 and told them I no longer wanted to work with them and did not want them to distribute my book anymore because I was working with a new publisher who would re-publish my book.

  Business Response

  Date: 12/23/2024

  As requested by the customer ("In 2024 i responded by email that I no longer wanted to have my book distributed nor work with Xulon because I had found another publisher to re-publish my book I wrote this to Xulon in my email"), this account has been terminated in our system. The outstanding balance of $1,860 remains due on the account, and we would welcome a call to our accounting department to make suitable payment arrangements.

• 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.

  I have been contacted by Xulon Press and they appear to be trying to comply with my complaint.

  Customer Answer

  Date: 11/19/2024

  you may close it. Thanks.

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service 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 can never get ahold of anyone and ive left messages and have called numerous times to update my contact information for The Butterfly Cycles Of Faith by ***********************.

  Business Response

  Date: 09/05/2024

  Please accept my apologies for the difficulties you have encountered with reaching your After Press Representative. It seems your account has changed hands to a new **** who was not made aware of your account. This is not a normal occurence, but it does happen from time to time, inadvertently leaving an author unattended. I know this must be frustrating.

  I have notified your new *** to reach out to you before the end of this week and expect you will receive much better attention from here. In the meantime, you can update your contact information at any time on your Author Center! This is the same place you go to find your sales and distribution activity for your book. If you do not have accurate login access to your Author Center account, please let your After Press Representative know when you speak.

  I trust this will get things moving in the right directions for you. If you encounter further concerns and need management intervention, feel free to to call our direct number and ask for the **************** Manager. I will be happy to help. 
  ~ ************** Team at Xulon Press & Salem Author Services

• Initial Complaint

  Date:08/10/2024

  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 used Xulon press to publish my book. I have paid them over $4,000 for the publishing, editing and then different packages that they offer. One package I was told I really need in order to get book stores to even look at my book. That was a package to make my book returnable. The most recent package that I purchased was to expose my book to ****** people. I paid almost $400 for this package and was told that my campaign ran throughout the month of May. I got zero sales from my book supposedly being exposed to $****** people. Their response was that they cannot can control how many people buy my book ,which of course they can't, but is it is extremely suspicious that my book was exposed to ****** people and not one person bought it. Xulon Press is always offering different packages and they word it to make you think that if you just buy this package then your book will take off. But it's constant. They always have new packages that you need to buy for your book to take off, but nothing ever happens. They prey on writers who want to get their story out and published. In my frustration I did some ****** searching and found that I was not the only one that paid for this service and got zero sales and had some real concerns about it. I am asking for my money back in reading the reviews and seeing all the complaints reported about them on the better Business bureau, Xulon Press is a scam. I want all of my money back. All $4,000 plus dollars. I am going to hire a company who has morals and does not play around with my money or my story. If I need to provide additional information I will.

  Business Response

  Date: 08/19/2024

  I am so sorry to hear you have had such a poor experience releasing your book through us. I assure you we are taking a deep look into the concerns you have shared and will be in touch with you direction work through it. Our goal is for our authors to finish the publishing process with both, a book they are please with and an experience that was enriching (learning how books are created, about the publishing world, about how to make a business out of book publishing, etc.). Anything less than that is not meeting our goal. However, we recognize our authors each have goals, as well. Many times those goals are tied to the number of books sold and profits earned. With that in mind, reaching our goal of "an enriching experience" also includes providing authors with the tools to reach their goals. My preliminary research shows we have been diligent and honest in our communications with you about the how-tos of marketing, distribution and royalties. We will be calling you soon to clarify and correct anyplace we have been remiss, but we also welcome you to reach out to us at your convenience. Please call our offices and request the Author Experience Supervisor, who is now handling your account. Thank you for bringing this to our attention. We look forward to finding a resolution. ~ The Xulon Press Management Team

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22065390
  
  I am rejecting this response because:

  It looks like Xulon Press will not pay me and I have to involve law enforcement to look into this. I am amazed that Xulon Press keeps asking me for more information - which they evidently already have. Today I received an email from them saying that they don't have my contact (probably phone contact) and that's what's hindering them from refunding my money. I've provided my phone contact from the beginning of my relationship with them and it's even in the advert they printed for my book. My phone contact is everywhere on my file but they claim that they don't have it and that that's what is delaying the process of paying my refund. 

  I am very disappointed in Xulon Press and I think I should let the world know about this. 

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

  Business Response

  Date: 07/31/2024

  
  Thank you for reaching out to us. We have been in consistent communication with our international customer regarding the distribution of his royalties and have provided services to assist with marketing and sales of his book. Some delays have been due to international banking processes, however, it seems his refund check was indeed lost in transit causing the process to be restarted. As of 24 hours ago, we updated our customer with a request for his banking information, and we expect to move expeditiously once we receive it. We understand how frustrating this can be and truly appreciate your patience as we move forward to a favorable resolution. ~ ************** Team at Xulon Press/Salem Author Services
  
  

  Business Response

  Date: 08/19/2024

  As of 8/12/24, this customer had received his refund, by wire transfer as promised.

  Customer Answer

  Date: 08/19/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:07/09/2024

  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 paid ******** between January 13th 2023 and February 27th 2024 They promised that thousands of people would see my book and coverage over multiple platforms. And (after waiting over a year) it is now July of 2024 and I did not get even 1 single sale. It has been over 1 year and The only sales I received was from my elderly father who bought 4 books for himself. And that was from my own advertising(obviously). So I did a better job of advertising than they did. With not even 1 single sale, I am requesting a refund from them and have waited over a week for a reply. I have had to email them multiple times. I have called and left messages. Getting in touch with them has been difficult and frustrating with no response until last night when I spammed their email over and over and over again, after writing a ridiculous amount of emails, all of a sudden they decide to get back with me. This company stole the money from me and might possibly be criminal, I am not sure if they are actually a legitimate business or not because of how ridiculous and un professional they have acted.

  Business Response

  Date: 07/11/2024

  I am very sorry to hear of your difficulty reaching us. As I researched this complaint, it appears your request reached our office at the onset of a holiday. Then your representative responded within the alotted ***** hours afterward with an open schedule to assist you. Delays of any kind are frustrating, especially when you need answers, so I do apologize for that.

  Our goal is to help you understand not only how to create and publish a book (production), but also the industry in which you are now a member. Writing the book is only the beginning.

  I do understand your disappointment about the sales of your self-published book. It is very challenging to navigate marketing, timing, distribution, etc. At this stage (after-press), we are here to guide and direct, but the purchase of a book is always up to the "book buyer" (3rd party retailer, independent bookstore, individual reader). The marketing services you may purchase through us (or others) is intended to shine a light on your book and bring it before the eyes of potential readers. Your Xulon Press Account Representative will share what marketing services you have on your account and the results of those campaigns. But the ultimate effort to make sales is through the salesman: The self-publishing author.

  Many authors are surprised by this responsibility, but no one knows your story better than you. Who better to tell it and sell it to the world? We are here to help you do that. I am confident you will see we have done our part, and we will be here to continue assisting you if you will allow us. I look forward to hearing how your meeting goes.

  ~ Your Salem Author Services Management Team

• Initial Complaint

  Date:06/22/2024

  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.

  In 2002 I self published with xulon press. I've had some communication over the years. Recently I was at a garage sale and saw one of the books I wrote through this company. The wonan stated she got the book at a bible study. I have had previous contact with the company as to how many books have been sold. I have never received a response over the years. So this recent communication as in previous communication has gone unanswered. My concern is if they are selling my books. Where's my royalties.

  Business Response

  Date: 06/25/2024

  Books self-published and distributed for over 20 years are often sold, then resold, then gifted, then resold again (in garage sales). This is not only not unusual, but to be expected. However, the initial printing and subsequent sale would have been documented by the distributer, and the author would be paid a royalty for that sale.

  We keep record of each book at its initial printing (from our distribution), but do not have anyway of knowing where that book is resold (whether by a 3rd party distributor or individual). And those 3rd party sales do NOT generate a royalty for the author, because the author has already been paid for that printed book.

  As one of our authors, you have an online Author Center that you can access at anytime to show you the sales and distribution of your book. I do apologize that you were unable to reach your Author Services Representative when you called recently. However, from my research, we have not had any other communication from you for many years. Now that we have been made aware of your concerns, he will be in touch with you soon to discuss your account and answer any questions you have.  I am sure this will be helpful.

  Thank you for bringing your concerns to our attention.

  Salem Author Services Management Team